Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: Service Desk. To view an earlier version, select the version from the Product version menu.

BMC Helix ITSM: Service Desk 21.05


BMC Helix ITSM: Service Desk 21.05

BMC Helix ITSM: Service Desk uses automated, ITIL-compliant incident management and problem management processes and provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents. These processes help IT organizations respond quickly and efficiently when critical services are disrupted.

Release notes and notices Updated 26 Oct 2021

Learn what’s new or changed for BMC Helix ITSM: Service Desk 21.05  release, including new features, urgent issues, documentation updates, and fixes or patches.

Tip

To stay informed of changes to this space, place a watch on this page.

Date

Title

Summary

October 28, 2021

This patch release includes defect fixes for Smart IT and BMC Service Request Management.

September 15, 2021

Starting with 21.05.02 patch, perform container deployment of BMC Helix Innovation Studio and service management applications.

July 28, 2021

This patch release includes updates and defect fixes for BMC Helix Innovation Studio and the service management applications.

June 23, 2021

For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements.

Managing incident requests

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents and problems.

Managing problem investigations

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Deskto manage incidents and problems.

Broadcasting messages to users

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents and problems.

Using reports and flashboards

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents and problems.

Planning

As an administrator, use the planning resources to make decisions about your BMC Helix ITSM: Service Deskimplementation.

Onboarding and implementing

As an administrator, onboard users to BMC Helix ITSM: Service Desk before they use the application.

Integrating

As an administrator, set up integrations with other BMC products or third-party software.

Developing

As a developer, develop incident management and problem management integrations.

Administering

As an administrator, manage configuration items and archive BMC Helix ITSM: Service Desk records.

Troubleshooting

Resolve common issues or errors, review logs, or contact Support.
CommunitiesSocial_orange.png
Knowledge BaseInfo_sharing_orange.png
VideosVideos
EducationEducation_orange.png


Frequently asked questions

Here are some answers to the most frequently asked questions about the BMC Helix ITSM: Service Desk product:

Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM  documentation spaces. Some of the older topics have been renamed or merged into other topics.

Here is a list of 10 most popular topics in the earlier versions of BMC Helix ITSM: Service Desk and where you can find them in the restructured documentation space.

Older topic title

Where you can find the information now

Changing the incident request status

Incident status reason definitions

Process flow status and the lifecycle of an incident request

Problem Management

Creating work information entries

Process flow and the lifecycle of a problem investigation

Incident management use cases

Using

Incident Management integrations

Record creation and updates by email

I’d like a PDF of just selected information. How can I do that?

The BMC Documentation portal gives you the ability to generate PDF exports of multiple pages in a space.  

Creating PDF exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF

  1. Click the Export icon in the upper-right. 1744830844926-963.png
  2. From the Export menu, select PDF.
  3. Follow the prompts for page selection and other options.
  4. Click Export.

 

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

Where do I find additional resources from BMC?

The following BMC sites provide information outside of the BMC Helix ITSM: Service Desk documentation that you might find helpful:


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*