This documentation supports the 21.05 version of BMC Helix ITSM. To view an earlier version, select the version from the Product version menu.

BMC Helix ITSM 21.05


BMC Helix ITSM 21.05

With the BMC Helix ITSM suite of applications, you can create, configure, customize, deliver, and manage the IT Service Management requests and functions of your organization. BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations.

Navigating common interfaces

As an end user, access the BMC Helix ITSM applications and navigate the interface.

Using reports and flashboards

BMC Helix ITSM of applications provides a variety of tools for collecting, tracking, and monitoring data by using reports and flashboards.

Planning

Use the planning information for resources, processes, and activities for BMC Helix ITSM.

Onboarding and implementing

As an administrator, you need to configure the BMC Helix ITSM after installation.

Administering

As an administrator, manage and maintain BMC Helix ITSM after it is installed and ensure that it is available to end users.

Integrating

As an administrator, workflow developer, or consultant, extended and customize BMC Helix ITSM through Advanced Interface Forms or SOAP web services.

Developing

As a developer, customize BMC Helix ITSM.

Troubleshooting

Resolve common issues or errors, review logs, or contact Support.
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Frequently asked questions

Here are some answers to the most frequently asked questions about the BMC Helix ITSM  product.


Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of 8 most popular topics in the earlier versions of BMC Helix ITSM  and where you can find them in the restructured documentation space.

Old topic title

Where you can the information now

Smart IT overview

Permission groups and application access

Adding miscellaneous company information

Support group configuration for assignments

Data Management

BMC Remedy ITSM notification events

Using web services

Configuring Web Services


After upgrading, does my existing ticket data get updated?

No. Your existing ticket data remains as is and continues to use the old company-based permissions. For details, see Access-control-for-ticket-data.


Post upgrade, how does the access to newly created records work?

After upgrading, newly created records follow the enhanced data access model. For details, see the Access-control-for-ticket-data


What happens to the permissions when I change the parent group of a child group?

AR Server automatically updates the parent field values for all the records in the system. This update is done in the background and the time taken depends on the volume of data.

For example, Service Desk is the parent of Backoffice Support. If you change the parent of Backoffice Support to Change Management:

  • The previous parent (Service Desk) and its parent groups can no longer access the data of Backoffice Support.
  • The new parent (Change Management) can access the data of the child group (Backoffice Support).


How do approvers approve a change request if they are not members of the support groups mentioned in a change request?

If an approver is not a member of the support groups mentioned in a change request, the request is not visible in an application record. In this case, approvers should always approve a request from the Approval Central.


I’d like a PDF of just selected information. How can I do 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.

 


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