25.2 enhancements and patches


  

Review the BMC Helix ITSM: Service Desk 25.2 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

25.2.00

✅️

 

 

BMC applies upgrades as described in the BMC Helix Upgrade policy. BMC applies upgrades and patches during Maintenance windows

 

 

25.2.00


BMC Helix ITSM: Service Desk enhancements

Leverage the generative AI capabilities of BMC HelixGPT to generate incident resolution notes

As a service desk agent, use the Ask HelixGPT button below the Resolution note field to get incident resolution notes instead of manually reviewing the ticket data and work notes added by multiple agents. The faster availability of resolution notes helps agents resolve incidents faster, improving case resolution time and increasing agent efficiency, service desk productivity, and customer satisfaction.

Learn how to view the BMC HelixGPT-generated resolution notes in Configuring BMC HelixGPT to generate incident resolution notes.

Ask HelixGPT.png

Leverage BMC HelixGPT to get incident-related information in Microsoft Teams

With BMC HelixGPT, you can get incident-related information by asking questions in the chat and interact with other team members without navigating away from Microsoft Teams. You can resolve incidents more efficiently and save valuable time.

Use the generative AI power of BMC HelixGPT to get the following incident-related information in Microsoft Teams chat:

  • Incident details, such as summary, related incidents, changes to configuration items (CIs), updates to work and activity notes
  • Participant recommendations based on the assignee of the ticket
  • Recommendation from the on-call person from the support group when XMatter is configured
  • Situation details from BMC Helix AIOps

Learn more about getting incident-related information in Microsoft Teams chat in Launching ChatOps for collaboration.

ServiceDesk252_ChatOps.png

What else changed in this release

Update

Product behavior in versions earlier than 25.2.00

Product behavior in version 25.2.00

Change in names of the out-of-the-box skills for the Ask HelixGPT feature for generating resolution information for incidents.

The names of the out-of-the-box skills for the Ask HelixGPT feature for generating resolution information for incidents are:

  • ITSM Resolution Skill
  • ITSM Conversation Skill

The names of out-of-the-box skills for the Ask HelixGPT feature for generating resolution information for incidents are changed to:

  • Incident Agent Assist Resolution
  • Incident Agent Assist Conversation

For more information, see Configuring Ask HelixGPT for generating incident resolution information.

 

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


 

 

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