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Release notes and notices

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
 

 

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BMC Helix ITSM: Service Desk 25.3