22.1 enhancements and patches

Get real-time insights into service models from Asset console

As a configuration manager or an asset manager, you can better understand the relationships of a CI if you can access the service models created in BMC Helix Discovery. To view the CI's relationships and gain insights into service models in real-time, use the links available in the Related CIs window in Asset console, and on the Assets tab in Asset Progressive View screens.

For more information, see Exploring-asset-relationships.

New Asset console with comprehensive filtering and configuration options

Asset console users can use the new Asset console based on BMC Helix Innovation Studio to manage assets efficiently. You can use the filters and preset filters available out of the box to locate specific items in the console. You can export the assets to a CSV file to view the assets offline. You can select the columns that you want to be visible in the console and you can also sort multiple columns at a time. As an administrator, you can configure the new Asset console to create and edit presets.

To learn how to enable the new Asset console, see Enabling-and-configuring-the-Asset-console. For more information about the Asset console based on BMC Helix Innovation Studio, see Tailoring-the-Asset-console-for-your-work .

Consent for data collection

When you log on to BMC Helix ITSM: Smart IT for the first time, select whether you want to allow the product to collect information about your product usage. By default, data collection is enabled.

For information about how to change data collection settings, see Modifying-consent-for-data-collection.

Edit an outage directly from a ticket

The user can edit the information about outages directly from the ticket, such as a change request and an incident. This helps the user save time. For example, you create a change request to install an anti-virus on 20 machines and relate outages to the change request. After you create the change request, you realize that the scheduled start date and scheduled end date need to be changed. Because you can update the outage directly from the change request, you can make this change quickly without opening each asset and changing the outage information in the asset.

Approve or reject a change request with fewer clicks

Direct approvers can approve or reject a change request directly from the change request form without opening any other window. If you are not a direct approver, you can approve or reject a change request with fewer clicks. For more information, see Reviewing-and-approving-change-requests.

Ability to set locale and time zone preference in AR System User Preference

Instead of using the local system settings, you can configure the preferred browser language and time zone by using the AR System User Preference form. If your organization works in diverge geographical locations with multiple languages and time zones, you can set one specific language and time zone for the whole organization by using this configuration. 

To know more about the feature, see Supported-languages-and-locales and Configuring-the-time-zone-and-date-and-time .

Automatically create a BMC Helix Digital Workplace Catalog request from a BMC Helix ITSM fulfillment ticket

This capability is available with BMC Helix ITSM and BMC Helix Digital Workplace Catalog.

When you raise a BMC Helix ITSM ticket for an incident request, work order, or change request, a corresponding service request can be automatically created and submitted in BMC Helix Digital Workplace Catalog. This automation reduces the time you spend manually creating a BMC Helix Digital Workplace Catalog service request for each ticket, and also reduces the load for Service Desk Agents in switching between applications.

For more information about this feature, refer to Configuring automatic creation of Digital Workplace Catalog service requests from fulfillment ticket.

Rebrand PWA screens in Smart IT

Rebrand embedded and custom Progressive Web Application (PWA) screens according to your company  standards and requirements by using custom cascading style sheet (CSS) files and images. 

Improvements to the Smart IT mobile browser interface

The Smart IT user interface was not originally designed as a responsive UI, and had certain limitations based on the accessing device. In this release, improvements have been made to the Smart IT interface so that certain features are responsive even on mobile devices.

You can access Smart IT through your mobile web browser without any additional configuration. Changes which have been applied to screens through configuration or customization will also be visible in the mobile browser. To learn more about the changes in the Smart IT interface when accessing through your mobile web browser, see Differences between Smart IT UC and mobile clients.

Identify quickly the source application that creates a ticket

By using the ticket screen in the Progressive Web app, the IT Agent can quickly identify if the ticket was created by the BMC Digital Workplace catalog request or in BMC Helix ITSM. You can navigate from the ticket screen to Smart IT to view the details of the service request. For more information, see Overview-of-information-displayed-on-a-ticket-in-Smart-IT.

Get the real time service health status from BMC Helix Service Monitoring

The  Top probable causes nodes  card (PCA card) provides you an option to get the real time status of a service. By default, the health status in PCA card is refreshed after every 10 minutes. You can customize the time interval. For more information, see Probable-cause-analysis-in-Incident-Management-by-using-BMC-Helix-Service-Monitoring.

BMC Helix ITSM extends Canadian language support

BMC Helix ITSM solution now supports Canadian French as a part of the standard SaaS setup. Learn more about, see Supported-languages-and-locales.

Microsoft Teams chat support is available for all types of incidents

You can collaborate, discuss, and resolve incidents quickly by launching the Microsoft Teams chat for all incident types, such as major incidents, non major incidents. To resolve an incident you might need to communicate with team members that are not associated with the incident, by using the Incident screen to you can easily add these team members to the Microsoft Teams chat.

For more information, see Launching-ChatOps-for-collaboration.