25.2 enhancements and patches
BMC applies upgrades as described in the BMC Helix Upgrade policy. BMC applies upgrades and patches during Maintenance windows.
BMC Helix ITSM: Service Desk enhancements
25.2.01
What else changed in this release
Update | Product behavior in versions earlier than 25.2.01 | Product behavior in version 25.2.01 |
|---|---|---|
| Get participant recommendations for the incident from which you start the Microsoft Teams chat as well as for other incidents. | Participant recommendations are shown only for the incident from which you start the Microsoft Teams chat. | While collaborating on an incident by using Microsoft Teams with BMC HelixGPT, you can get participant recommendations for that incident as well as for other incidents. This helps you quickly bring the right experts into the conversation and leverage their knowledge to resolve the incident more effectively. For more information about collaborating on incidents by using Microsoft Teams, see Launching ChatOps for collaboration. |
Support for response streaming when using Microsoft Teams with BMC HelixGPT. | A complete response is generated and then displayed in Microsoft Teams chat. | Microsoft Teams chat streams the response as soon as it is generated, delivering parts of the response as they become available. Service desk agents do not have to wait until the entire response is generated. Response streaming increases agent engagement and provides them with a natural and dynamic conversational experience. For more information about collaborating to resolve an incident by using Microsoft Teams, see Launching ChatOps for collaboration. |
25.2.00
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.
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.
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:
| The names of out-of-the-box skills for the Ask HelixGPT feature for generating resolution information for incidents are changed to:
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.