FAQ

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

FAQ

Creating PDF exports

To export to PDF

On this page