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BMC Helix ITSM: Service Desk 25.3

BMC Helix ITSM: Service Desk uses automated, ITIL-compliant incident management and problem management processes and provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents. These processes help IT organizations respond quickly and efficiently when critical services are disrupted. 

Release notes and notices Updated 17 Sep 2025

Learn what’s new or changed for BMC Helix ITSM: Service Desk 25.3, including new features, urgent issues, documentation updates, and fixes or patches.

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Release notes and notices

Date

Summary

Reference

September 16, 2025Issues that were corrected by 25.3.02 and issues that remain open
Patch 2 for version 25.3 is available for SaaS subscribers.		 
August 28, 2025Issues that were corrected by 25.3.01 and issues that remain open
Patch 1 for version 25.3 is available for SaaS and on-prem subscribers.		 
July 24, 2025

Enhancements available in 25.3.00 are:

  • (Controlled availability customers only) Preview and edit BMC Helix Knowledge Management by ComAround knowledge articles directly within BMC Helix ITSM
  • Use predefined prompts in Ask HelixGPT to accelerate incident resolution and improve response consistency
  • Use the enhanced Agentic Chat to search for incidents, change requests, and knowledge articles
  • Detect major incidents early by using qualifiers
  • Use auto ticket categorization for accelerated incident resolution by leveraging AI capabilities
 

Managing incident requests

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents.

Managing problem investigations and known errors

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage problems and known errors.

Broadcasting messages to users

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to broadcast messages to users.

Using reports and flashboards

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents and problems.

Planning

As an administrator, use the planning resources to make decisions about your BMC Helix ITSM: Service Desk implementation.

Setting up and going live

As an administrator, onboard users to BMC Helix ITSM: Service Desk before they use the application.

Integrating

As an administrator, set up integrations with other BMC products or third-party software.

Developing

As a developer, develop incident management and problem management integrations.

Administering

As an administrator, manage configuration items and archive BMC Helix ITSM: Service Desk records.

Troubleshooting

Resolve common issues or errors, review logs, or contact Support.
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PDFs and videos

Get a list of all the videos and a PDF version of the BMC Helix ITSM: Service Desk documentation.

FAQ

Find answers to the most frequently asked questions about BMC Helix ITSM: Service Desk.

Related documentation

See the documentation of products related to BMC Helix ITSM: Service Desk.

 

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BMC Helix ITSM: Service Desk 25.3