FAQ

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


Why I am not able to see Mid-tier related information in many topics?

We have completely restructured the BMC Helix ITSM  documentation spaces. Each topic will display the information related to the PWA screens at the top. If you want, you can read the relevant information for the classic interfaces (Classic Smart IT and Mid Tier) by going to the Instructions for classic interfaces section of the topic.

For more information about how the content is restructured, see Structure within a topic.

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:


 

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