This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.To view an earlier version, select the version from the Product version menu.


BMC Helix ITSM: Smart IT 21.3

BMC Helix ITSM: Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile service desk experience to enable a more knowledgeable and collaborative workforce organized around IT roles, not modules.


Release notes and notices Updated 11 Dec 2024

Learn what’s new or changed for BMC Helix ITSM: Smart IT 21.3, including new features, urgent issues, documentation updates, and fixes or patches. 

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Related topics

Known-and-corrected-issues

Support-informationBMC Helix ITSM 21.3 release notesBMC Helix IT Service Management Deployment 21.3 release notes

Using

As an end user, access and navigate the Smart IT interface.

Planning

Use the planning information for resources, processes, and activities for Smart IT.

Administering

As an administrator, manage access to tickets and resources, configure actions in Smart IT, and perform centralized configuration.

Integrating

As an administrator, set up integrations with BMC Digital Workplace service request and BMC Client Management.

Troubleshooting

Resolve common issues or errors, review logs, or contact Support.
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PDFs and videos

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Videos

Videos are available in the following areas:

Getting started videos

The following topics in the Getting-started section contain videos that supplement or replace the text-based documentation:

Using videos

The following topics in the Using Smart IT sections contain videos that supplement or replace the text-based documentation:

Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

Frequently asked questions

This topic provides information that supplements the BMC Helix ITSM: Smart IT documentation. 

Frequently asked questions

This section provides answers to frequently asked questions (FAQs) about BMC Helix ITSM: Smart IT.


Is Smart IT the same as MyIT?

You can find the answer to this question and a general overview of Smart IT in Getting-started.

How do I create a basic incident or work order in Smart IT?

See Overview-of-ticket-creation.

For other ticket types, see:

How do I create a knowledge article in Smart IT?

See Creating-knowledge-articles-for-sharing-information.

How do I find a list of tickets or knowledge articles assigned to me or my team in Smart IT?

See Managing-your-work-in-Smart-IT-consoles.

How do I find assets in Smart IT?

See Searching-for-tickets-assets-resources-and-people-in-Smart-IT and Managing-your-work-in-Smart-IT-consoles.

Where can I find documentation for Smart IT in PDF format?

The PDF for the latest Smart IT version is located here. The online documentation is updated regularly, while the PDF contains a snapshot of the content at a particular point in time.

I’d like a PDF of just selected information. How can I get that?

The BMC Documentation portal gives you the ability to generate PDF exports of multiple pages in a space.  

Creating PDF exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF

  1. Click the Export icon in the upper-right. 1744830844926-963.png
  2. From the Export menu, select PDF.
  3. Follow the prompts for page selection and other options.
  4. Click Export.

 

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

Additional resources from BMC

The following BMC sites provide information outside of the Smart IT documentation that you might find helpful:

Related spaces

AR System, BMC Helix CMDB, and BMC Helix ITSM documentation

BMC Helix ITSM

21.05 21.3 22.1 23.3 25.1

BMC Helix ITSM: Asset Management

21.05 21.3 22.1 23.3 25.1

BMC Helix ITSM: Change Management

21.05 21.3 22.1 23.3 25.1

BMC Helix ITSM: Service Desk

21.05 21.3 22.1 23.3 25.1

 

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