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.

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Related topics

Known-and-corrected-issues

Support-information

Release notes and notices

Date	Title	Summary
October 28, 2021	21-05-Patches	This patch release includes defect fixes for Smart IT and BMC Service Request Management.
September 15, 2021	21-05-Patches	Starting with 21.05.02 patch, perform container deployment of BMC Helix Innovation Studio and service management applications.
July 28, 2021	21-05-Patches	This patch release includes updates and defect fixes for BMC Helix Innovation Studio and the service management applications.
June 23, 2021	21-05-enhancements	For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements.

Getting started

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. See more	Planning As an administrator, use the planning resources to make decisions about your BMC Helix ITSM: Service Deskimplementation. See more	Onboarding and implementing As an administrator, onboard users to BMC Helix ITSM: Service Desk before they use the application. See more
Integrating As an administrator, set up integrations with other BMC products or third-party software. See more	Developing As a developer, develop incident management and problem management integrations. See more	Administering As an administrator, manage configuration items and archive BMC Helix ITSM: Service Desk records. See more
Troubleshooting Resolve common issues or errors, review logs, or contact Support. See more

Communities

Knowledge Base

Videos

Education

PDFs and videos

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Videos

The following topics contain videos that supplement or replace the text-based documentation:

Incident Management overview
- Learning about Incident Management
  - Learning about Problem Management
    
    Problem Management overview
    
    Registering incident requests
    
    Reviewing service targets for an incident request
    
    Using the decision tree to ask scripted questions

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	Reviewing-and-changing-the-status-of-incident-requests
Incident status reason definitions	Reviewing-and-changing-the-status-of-incident-requests
Process flow status and the lifecycle of an incident request	Incident-Management-overview
Problem Management	Problem-Management-overview
Creating work information entries	Managing-work-information-entries
Process flow and the lifecycle of a problem investigation	Problem-Management-overview
Incident management use cases	Use-cases
Using	Managing-incident-requests Managing-problem-investigations Using-reports-and-flashboards
Incident Management integrations	Incident-Management-SOAP-web-services
Record creation and updates by email	Creating-and-updating-records-by-using-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

Click the Export icon in the upper-right.
From the Export menu, select PDF.
Follow the prompts for page selection and other options.
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:

Service Desk, BMC Communities
Service Desk Support, Service Desk Support page
BMC Customer Support, BMC Communities
BMC Support Knowledge Base (Filter your searches using Incident Management or Problem Management in your search term)
Service Desk learning path, BMC Educational Services
Service Desk offerings, high-level product information
BMC Helix ITSM, high-level product information

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