26.1 enhancements and patches
Review the BMC Helix ITSM: Service Desk 26.1 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 |
|---|---|---|---|---|
26.1.00 | ✅️ |
| Known and corrected issues |
|
Related topics
BMC applies upgrades as described in the BMC Helix Upgrade policy. BMC applies upgrades and patches during Maintenance windows.
26.1.00
Configure automated follow-ups for incidents awaiting customer response
Automated follow-ups reduce the need for service desk agents to manually follow up with customers for pending information, saving time and effort. BMC HelixGPT analyzes why the incident is moved to the Pending status and uses the analysis to send an email to the customer. Automated follow-ups help you ensure that requesters respond promptly, preventing delays. Administrators can configure the conditions, methods, and frequency for follow-ups, making the process consistent and easier to manage across all tickets.
Learn more about configuring automated follow-ups in Configuring automated follow-ups for pending incidents. Learn how service desk agents can view the follow-ups in incidents in Information displayed on a ticket to understand an issue.
Enable and edit Major Incident Report by using BMC HelixGPT
The out-of-the-box Major Incident Report (MIR) that is generated by using BMC HelixGPT delivers operational benefits by automating post-incident documentation within BMC Helix ITSM. With this report, the turnaround time for post-resolution activities is reduced by eliminating manual effort in compiling detailed and summary reports. It also provides a structured, auditable, and editable record of major incidents.
For more information, see Configuring custom templates for major incident reports.
Generate an incident summary for faster resolution
Accelerate incident resolution by generating concise, structured summaries that highlight key details for quick understanding. This capability minimizes the time and effort required to interpret incident information, leading to smoother communication and enhanced collaboration among stakeholders.
For more details about the capability, see Leveraging BMC HelixGPT to automatically generate an incident summary for faster resolution and Generating an incident summary for faster resolution.
View an incident timeline in the Ops Swarmer chat
Get a visual representation of an incident timeline in the Ops Swarmer chat in Microsoft Teams to gain a deeper understanding of the incident's details. Important events in the incident lifecycle, such as status, group or ownership changes, missed SLAs, key discussion points in the swarm, and root cause identified, are displayed in the timeline. All events are displayed with the date and time, providing a snapshot of the incident investigation. Based on the next action listed in the timeline, a service desk agent can take the correct action to resolve the issue.
Learn more about the Ops Swarmer chat in Launching Ops Swarmer for collaboration.
Get accurate activity log details for service request actions
Activity logs in BMC Helix ITSM display the actual user name who creates, cancels, or reopens a service request. Previously, these actions were attributed to the system administrator account on the associated fulfillment tickets.
This update provides greater accuracy, transparency, and traceability across the service request lifecycle.
(Controlled availability customers only) Use Knowledge Curator to create articles in BMC Helix Innovation Suite Knowledge Management from incidents
As a service desk agent, use Knowledge Curator to create articles in BMC Helix Innovation Suite Knowledge Management (ISKM) directly from BMC Helix ITSM incidents. Knowledge Curator analyzes incident data and compiles relevant information to provide suggestions for knowledge article content, which you can review, accept, or modify before creating an article.
By using Knowledge Curator, you can create high‑quality knowledge articles with significantly less manual effort. Each article is automatically linked to its related incident, making it easy to locate and reuse the content. As a result, you can resolve issues faster and improve service efficiency.
For more information, see Creating knowledge articles from incidents and validating them by using Knowledge Curator. To view the ISKM product documentation, you must be logged in or registered.
(Available for logged-in users only) Get help faster with DocuAssistant
Use DocuAssistant, an AI-powered tool, to find answers to your questions, get procedural information, clarify concepts, and understand terms better. DocuAssistant retrieves answers from the official BMC Helix documentation. To get help, click the DocuAssistant 
on the documentation page and type your question.
