22.1 enhancements and patches
BMC applies upgrades as described in theBMC Helix Upgrade policy. BMC applies upgrades and patches during Maintenance windows.
(On premises only) Downloading and installing the patch
Downloading from EPD | See Downloading the installation files in BMC Helix Service Management Deployment documentation. |
|---|---|
Patch installation | See Upgrading BMC Helix IT Service Management to 22.1.06 in BMC Helix Service Management Deployment documentation. |
22.1.07
What else changed in this release
The following table lists the changes in the product behavior in version 22.1.07:
Update | Product behavior in versions earlier than 22.1.07 | Product behavior in version 22.1.07 |
|---|---|---|
Ability to search and exclude values in advanced filter for fields with search menu, such as Service CI. | While setting a job in Proactive problem management settings, you could search and include field values in advanced filter for fields with search menu. However, you could not exclude values. | While setting a job in Proactive problem management settings, using the Not equals to option, you can search and exclude field values in the advanced filter categories for fields with search menu. For more details, see Configuring one-time job settings for proactive problem management and Configuring the recurrent job settings for proactive problem management. |
Ability to exclude the Description (Detailed Description) field from Real-time incident correlation configuration dataset. | In Real-time incident correlation configuration, Description (Detailed Description) was a mandatory field in the dataset, and therefore it could not be excluded from the dataset. | In Real-time incident correlation configuration, the Description (Detailed Description) field is optional, and it can be excluded from the dataset. For more details, see Configuring incident correlation to detect similar incident clusters. |
22.1.06
Download clusters from Proactive problem management dashboard for offline analysis
As a problem coordinator, you can select and download incidents from a cluster from the Proactive problem management dashboard. This feature helps you to work offline to analyze the incident details and determine the root cause of the incidents such that similar incidents in the future can be resolved easily.
For more details, see Managing clusters.
What else changed in this release
The following table lists the changes in the product behavior in version 22.1.06:
Update | Product behavior in versions earlier than 22.1.06 | Product behavior in version 22.1.06 |
|---|---|---|
Support for custom priority values while calculating the average priority. | If custom priority values are used in incidents, the Real-time incident correlation and Proactive problem management dashboards do not load properly. | If custom priority values are used in incidents:
You must update any field in the configuration page for the updated custom priority details to appear on the Real-time incident correlation dashboard. For more details, see Configuring incident correlation to detect similar incident clusters |
22.1.05
Search and relate problem investigations to incidents in fewer steps
As a problem coordinator, you can search for problem investigations across BMC Helix ITSM in the Proactive problem management dashboard and relate them to incidents in a cluster. This feature reduces the additional steps of navigating to BMC Helix ITSM, and relating problem investigations to incidents.
For more details, see Managing clusters.
What else changed in this release
The following table lists the changes in the product behavior in version 22.1.05:
Update | Product behavior in versions earlier than 22.1.05 | Product behavior in version 22.1.05 |
|---|---|---|
Improved access control when row-level permissions are customized by using computed groups, regular groups, and dynamic groups | After you customized the row-level security permissions by using computed groups, regular groups, and dynamic groups, it did not yield proper access control when you viewed and drilled down clusters on the Real time incident dashboard. | After the patch is applied, accurate access control is implemented when you customize the row-level security permissions by using computed groups, regular groups, and dynamic groups. The access control is improved only on the incidents and clusters formed after the patch is applied. To know more about different types of groups, see Regular, computed, and dynamic groups. |
22.1.04
Exclude fields from proactive problem management jobs
As a tenant administrator, you can hide certain fields containing sensitive information from users that are creating and running jobs in the proactive problem management workspace. By doing so, you enhance user privacy by restricting access to user data in compliance with General Data Protection Regulation (GDPR) and other regulations.
For more information, see Configuring additional stop words, number of jobs, and default number of clusters.
22.1.02
Filter incidents within a cluster on the Real-time incident correlation dashboard
As a Service Desk Manager, you can apply multiple filter criteria to view the required incidents within a cluster on the Real-time incident correlation dashboard. You can view the count of incidents in clusters that match the filter criteria. And you can also drill down a cluster to view the list of incidents that match the filter criteria.
For more information, see Incident correlation.
What else changed in this release
The following table lists the changes in the product behavior in version 22.1.02:
Update | Product behavior in versions earlier than 22.1.02 | Product behavior in version 22.1.02 |
|---|---|---|
Drilling down into a clusters in the Real-time incident correlation dashboard | When you drill down into a cluster where none of the incidents are relevant to you, the drill-down view shows an empty table. | A cluster without any incidents relevant to you is not displayed. |
22.1
Automatic response to emails with relevant knowledge articles
When end users send an email to Service Desk, BMC Helix ITSM sends an auto reply that contains up to three relevant BMC Helix Knowledge Management by ComAround knowledge article links. By using these knowledge articles, users can troubleshoot and resolve the issue via self-service.
For more information, see Automatically-responding-to-inbound-emails-with-knowledge-articles.
Sort incident clusters by trend
As a Service Desk Manager or Major Incident Manager, sort clusters by trend to view clusters that have an upsurge in number of incidents in a specified number of hours.
For more information, see Incident-correlation.
Detect probable major incidents
As a Service Desk Manager or Major Incident Manager, view clusters that are likely to have a major incident in the Real-time incident correlation dashboard. Such clusters are indicated with Possible major incident label in the Real-time incident correlation dashboard.
Your team can then create a major incident candidate from this cluster and conduct further analysis as part of the Major Incident Management process.
For more information, see Detecting-major-incidents.
Search for a cluster on the Real-time incident correlation dashboard
Enter text to search for a cluster in the Real-time incident correlation dashboard. The application displays the clusters whose names match or partially match the search text.
For more information, see Incident-correlation.
What else changed in this release
The following table lists the changes in the product behavior in version 22.1:
Update | Product behavior in versions earlier than 22.1 | Product behavior in version 22.1 |
|---|---|---|
Recommended parent moves to a different cluster in Realtime incident correlation dashboard | The application recommends an incident as a parent in a cluster for association. If the recommended parent moves to another cluster due to updates in the incident, no other recommended parent was available in the cluster for association. | When the recommended parent moves to another cluster due to updates in the incident, the application recommends another incident that you can associate as a parent incident in the cluster. |
Status of recommended parent on Manage Parent/Duplicate dialog box | When you select some tickets from the drill down table and click Manage Parent/Duplicate, the pop up shows the recommended parent incidents. However, the status of the parent incident is not displayed. | When you select some tickets from the drill down table and click Manage Parent/Duplicate, the pop up displays the recommended parent incidents and the status of the incidents. |