25.3 enhancements and patches
Review the BMC Helix ITSM: Service Desk 25.3 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 |
|---|---|---|---|---|
| 25.3.01 | ✅️ | ✅️ | Known and corrected issues | 25.3.00 enhancements |
25.3.00 | ✅️ |
| 25.3.00 enhancements |
Related topics
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
25.3.01
There are no new features or enhancements in this release.
25.3.00
(Controlled availability customers only) Preview and edit BMC Helix Knowledge Management by ComAround knowledge articles directly within BMC Helix ITSM
Service Desk Agents can preview knowledge articles from BMC Helix Knowledge Management by ComAround directly within the BMC Helix ITSM interface. Agents benefit from a seamless and consistent experience when viewing and editing knowledge articles from BMC Helix Knowledge Management by ComAround or BMC Helix ITSM: Knowledge Management.
This capability provides the following benefits to the Service Desk Agents:
- No need to navigate away from the BMC Helix ITSM application to preview the knowledge articles from BMC Helix Knowledge Management by ComAround, streamlining workflows and saving time.
- Experience a seamless user interaction of viewing and editing knowledge articles from both sources with easy navigation.
- Use similar editing capabilities for the knowledge articles from both sources.
Learn more in Resolving tickets with the help of knowledge articles.
Use predefined prompts in Ask HelixGPT to accelerate incident resolution and improve response consistency
As a service desk agent, use predefined prompts in Ask HelixGPT to minimize manual entry of standard queries and accelerate incident resolution. An administrator can also modify the predefined prompts according to the business requirement.
This capability provides the following benefits:
- Ease of use and improved user interaction, resulting in faster resolution of incidents.
- Customization of predefined prompts according to business requirements.
Use the enhanced Agentic Chat to search for incidents, change requests, and knowledge articles
As a Service Desk Agent, use Agentic Chat for an improved, conversational experience when searching for incidents, change requests, and information from knowledge articles.
The improved chat provides the following benefits:
- When an administrator enables BMC HelixGPT for BMC Helix ITSM, Agentic chat is available out of the box. The administrator need not enable it separately.
- A user can retrieve similar and related incidents in the chat and access incidents, change requests, and person objects directly from the chat through inline links.
Detect major incidents early by using qualifiers
As a Service Desk Manager, get recommendations to assess whether an incident candidate qualifies to be classified as a major incident. This assessment is based on advanced major incident qualifiers such as economic impact, data loss, and reputational impact.
The recommendation helps you identify major incidents and their risks in advance. You can use the recommendation to reduce the impact, and improve overall incident management in your organization.
For more details, see Managing major incidents.
Use auto ticket categorization for accelerated incident resolution by leveraging AI capabilities
As a Service Desk Manager, leverage the capabilities of artificial intelligence (AI) to analyze historical, closed incidents to classify incoming incidents into appropriate categories. AI also predicts the best-suited support group for resolving incidents.
This AI-based capability provides the following benefits:
- Better classification of incidents into categories, resulting in quicker resolutions.
- Improved assignments to support groups, ensuring appropriate utilization of support resources.
Learn how auto-categorization works in Creating incident requests.
What else changed in this release
Update | Product behavior in versions earlier than 25.3.00 | Product behavior in version 25.3.00 |
|---|---|---|
The Resolution note field is preserved when an incident is reverted from Resolved to a prior status, if it contains resolution-specific information. | On PWA screens, the resolution note was removed when you reverted a resolved incident to a prior status. | On PWA screens, the resolution note is preserved when you revert a resolved incident to a prior status. This functionality aligns with the incident behavior in the Mid Tier and non-PWA screens and provides you with a seamless experience of using BMC Helix ITSM products. For more details, see Moving a resolved incident request back to In Progress and Reopening a closed or resolved incident request. |
BMC Helix ITSM: Service Desk is a part of the BMC Helix ITSM. For more information, see BMC Helix ITSM enhancements