26.2 enhancements and patches
Review the BMC Helix ITSM: Service Desk 26.2 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 |
|---|---|---|---|---|
26.2.00 | ✅️ |
| Known and corrected issues |
|
BMC applies upgrades as described in the BMC Helix Upgrade policy. BMC applies upgrades and patches during Maintenance windows.
26.2.00
Use Ticket Resolver to autonomously manage incidents
Ticket Resolver runs autonomously for incidents that match qualification rules defined by an administrator. For qualified incidents, Ticket Resolver analyzes customer sentiment, predicts urgency and impact and generates best action recommendations. If a ticket has incomplete or ambiguous information, Ticket Resolver detects missing information and proactively follows up with the end user, and records outcomes.
Service desk agents can make informed resolution decisions based on the autonomous actions performed by Ticket Resolver, while spending less time on routine analysis and follow‑ups.
For more information, see Using Ticket Resolver to manage incidents
Publish Post Incident Reviews (PIR) for resolved incidents
Create, review, and publish Post Incident Review (PIR) reports for resolved incidents. PIRs move through a structured lifecycle and generate a downloadable PDF that is automatically attached to the incident for audit and reference. It captures the incident’s impact, root cause, how it was resolved, and what can be improved.
Administrators can configure document templates and enforce PIR completion before incident closure to help standardize post-incident analysis.
Service desk agents, by using PIR can learn from incidents, track corrective actions, and strengthen future incident handling. They can publish a PIR as a pdf and attach it to the incident for audit and reference purposes.
For more information, see Reviewing and publishing post incident review reports for resolved incidents
Use email templates to send emails from incidents
Use approved, locale‑specific email response templates when you send emails from incidents. Email templates save agent time and improve consistency and accuracy. They also enhance customer communication, reduce onboarding effort for new agents, and enable multilingual support for global service teams.
The following image shows how you can select an email template:
Learn more in Sending email messages.
Reply to emails from incident activity notes
Use the Reply, Reply All, or Forward options in the activity notes of incidents to respond to emails. You can also add recipients to the CC field in the activities, and if required, mark the email as important. The email would also contain the entire email trail as a reference for the recipients. These capabilities make handling incident emails easier.
The following image shows the options to respond to emails from the activity notes:
Learn more in Sending email messages.
Capture business, operational, and financial impact for incidents
Use the enhanced impacted areas in incidents to capture business, operational, and financial impact details with the location details. This supports a more complete incident impact assessment and improves consistency through the Draft and Impact Validated stages. Bulk upload helps teams efficiently capture multiple impacted areas during incidents.
Administrators can enable the capturing of enhanced impacted areas from the BMC Helix Innovation Suite configuration console.
The following image shows the Impacted areas console:
Learn more in Defining advanced impacted areas for incidents.
Configure BMC Helix Innovation Suite Knowledge Management as a knowledge source for BMC HelixGPT capabilities
Configure BMC Helix Innovation Suite Knowledge Management (ISKM) as a knowledge search provider for BMC HelixGPT. With this configuration, BMC HelixGPT delivers answers sourced from published knowledge articles for key BMC Helix ITSM use cases such as agentic chat, agent assist, and automated email replies. This capability reduces manual searches and supports faster issue resolution for agents and end users.
For more information, see Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge source for BMC HelixGPT capabilities in BMC Helix ITSM.
Related topics