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Release notes and notices

Learn what’s new or changed for BMC Helix ITSM: Service Desk 26.2, including new features, urgent issues, documentation updates, and fixes or patches.

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Release notes and notices

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April 22, 2026

Enhancements available in 26.2.00 are:

  • Use Ticket Resolver to autonomously manage incidents.
  • Publish Post Incident Reviews (PIR) for resolved incidents.
  • Use email templates to send emails from incidents.
  • Reply to emails from incident activity notes.
  • Capture business, operational, and financial impact for incidents.
  • Configure BMC Helix Innovation Suite Knowledge Management as a knowledge source for BMC HelixGPT capabilities in BMC Helix ITSM.
26.2 enhancements and patches
January 30, 2026

Enhancements available in 26.1.00 are:

  • Enable and edit Major Incident Report by using BMC HelixGPT.
  • Generate an incident summary for faster resolution.
  • View an incident timeline in the Ops Swarmer chat.
  • Get accurate activity log details for service request actions.
  • (Controlled availability customers only) Use Knowledge Curator to create articles in BMC Helix Innovation Suite Knowledge Management from incidents.
  • (Available for logged-in users only) Get help faster with DocuAssistant.
26.1 enhancements and patches

 

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BMC Helix ITSM: Service Desk 26.2