This documentation supports the 25.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

25.1 enhancements and patches


Review the BMC Helix ITSM: Service Desk 25.1 enhancements for features that will benefit your organization and to understand changes that might impact your users. 

Version

SaaS

On premises

Fixed issues

Updates and enhancements

25.1.02✅️ Known-and-corrected-issuesNone
25.1.01✅️✅️Known-and-corrected-issuesNone

25.1.00

✅️

 

 

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 25.1.01 in BMC Helix Service Management Deployment documentation.


 

25.1.00


BMC Helix ITSM: Service Desk enhancements

image-2025-1-3_12-52-4.png

Intelligent routing for accelerating incident resolution

As a service desk manager, leverage the capabilities of artificial intelligence (AI) to predict the best-suited support group for resolving incidents while creating and assigning incidents. AI is used to analyze historical, closed incidents to predict the best-suited support group.

Using AI to correctly assign incidents provides the following benefits:

  • Faster resolution of incidents
  • Reduction in the overall turnaround time of the service management team
  • Increased customer satisfaction due to quicker resolution of incidents 

Learn more about the intelligent routing of incidents in Creating an incident request.

 

What else changed in this release

Update

Product behavior in versions earlier than 25.1.00

Product behavior in version 25.1.00

The Ask HelixGPT feature is generally available.

This feature was under controlled availability to select customers.

The Ask HelixGPT feature is generally available.

For more information, see Finding-information-to-resolve-incidents-by-using-Ask-HelixGPT.

 

BMC Helix ITSM: Service Desk is a part of the BMC Helix ITSM. For more information, see BMC Helix ITSM enhancements.


 

 

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