25.4 enhancements and patches
Review the BMC Helix ITSM: Service Desk 25.4 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 |
|---|---|---|---|---|
25.4.00 | ✅️ |
| 25.4.00 enhancements |
Related topics
BMC applies upgrades as described in the BMC Helix Upgrade policy. BMC applies upgrades and patches during Maintenance windows.
25.4.00
Predict incident-related service disruptions for faster resolution
As a Service Desk Manager, leverage artificial intelligence to predict the services likely to be disrupted by incoming incidents. You can use this information to identify the relevant support team that can work on such incidents for faster resolution, lowering the turnaround time of overall incident management in your organization.
Learn more about the service prediction capability at Leveraging intelligent service prediction in incidents with the BMC Helix model.
Learn more about its configuration at Configuring intelligent service prediction in incidents with BMC Helix classifier.
Accelerate incident resolution with automated CI and situation insights from BMC Helix AIOps
For incidents created from BMC Helix AIOps, causal Configuration Items (CIs) and situational insights are displayed on the incident details page. These insights update automatically as the situation evolves, reducing manual effort and improving response time, data accuracy, and operational efficiency. You can also navigate to BMC Helix AIOps from the incident to view more details about the situation.
For more details, see Information displayed on a ticket.
Prioritize frequently used filter options for quick access
Customize the display order of fields in the filters on the record grid of the Shared Ticket Console. Sort filter columns in an ascending or a custom order using the drag-and-drop interface. This allows easy access to frequently-used filters, reducing search time.
Learn more in Navigating the ticket console.
Apply complex expressions in the Shared Ticket Console to analyze data
Use advanced filtering on a record grid to apply complex expressions at runtime. Advanced filtering helps you in analyzing large datasets and locating the most relevant information.
Learn more in Navigating the ticket console.
When you install or upgrade to the 25.4.00 version, advanced filtering is enabled and available by default. If you customized your views in the earlier versions and want to use advanced filtering after you upgrade, you must manually enable advanced filtering.
Learn more in Enabling advanced filters in Asset Console and Shared Ticket Console.
What else changed in this release
Update | Product behavior in versions earlier than 25.4.00 | Product behavior in version 25.4.00 |
|---|---|---|
The rule-based email engine does not create duplicate incidents from the same email thread. Relevant details from the email thread are added as activity notes to the original incident. | Every email in the thread created duplicate incidents, and the content from the individual emails was rejected. Details of subsequent emails were not added to the activity notes.
| If an incident is already created from a user's email, the Rule-based email engine prevents creating duplicate incidents from subsequent emails sent in the same thread. Relevant information is also extracted from the subsequent emails and added to the original incident's activity notes. For more details, see Creating and updating records by using email. |
| Standardized time stamp format for logs | Logs were created with a timestamp based on different time zones as set in the user preferences, which made it difficult for the central logging solution to provide consistent support across all tenants and applications. | Users can view logs in a standardized timestamp format, ensuring consistency across different time zones. Format: yyyy-MM-dd'T'HH:mm:ss.SSSZ For example, 2025-01-29T15:20:15.000-0700 This format displays the date and time by starting with:
|
BMC Helix ITSM: Service Desk is a part of the BMC Helix ITSM. For more information, see BMC Helix ITSM enhancements