25.1 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 25.1.01 in BMC Helix Service Management Deployment documentation. |
25.1.00
BMC Helix ITSM: Service Desk enhancements
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.