21.05 enhancements

Review the BMC Helix ITSM 21.05 enhancements for features that will benefit your organization and to understand changes that might impact your users.

The following video (3:36) provides a summary of some of the new features and enhancements in BMC Helix ITSM version 21.05.

https://youtu.be/od6CiPApaXU

BMC Helix ITSM: Smart IT enhancements

Progressive Web App screens for change

To offer a customizable dynamic modern UX that exactly fits your needs, the support for Progressive Web App (PWA) screens has been extended to change requests.

PWA screens are already available for work orders, incidents, assets, broadcasts, problem investigations, and tasks. For more information, see Progressive-Web-Application-screens.

To learn how you can customize these screens in Developer Studio, see Adding-custom-fields-to-the-Change-view.

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Progressive Web App screens enabled by default

As a user with the new Progressive Views Config permissions, you can now enable or disable Progressive Views by using the Application Administration Console.

For more information, see Enabling-the-Progressive-Web-Application-screens.

BMC Helix ITSM enhancements

**(Version 21.05.02 and later) Container deployment of BMC Helix Innovation Suite**

Perform container deployment of BMC Helix Innovation Suite and Service Management applications in your on-premises environment. This method of deployment offers:

Simplified on-premises deployment process with reduced effort as compared to the deployment by using installers.
Less resource consumption, offering better resource scalability.
Ability to consume cloud-based applications such as, BMC Helix Multi-Cloud Broker, BMC Digital Workplace.
Improved security that offers ability to isolate applications from the host and other applications.

For more information, see 21.05 Patches in BMC Helix Innovation Suite Deployment documentation.

Customize the heat map by configuring the number of clusters

As an administrator, configure the default number of clusters that users can see in the heat map. Increase or decrease the number of clusters as per your requirement. Learn more:

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Relate incidents to existing problem investigations

Proactive problem management just got better! Get insights about the problem investigations that are related to incidents in a cluster. Create additional relationships between the incidents and the existing problem investigations with a few clicks. For more information, see Managing-clusters.

View and manage incident relationships

To help you identify and correlate incidents that refer to the same issue, ITSM Insights displays the relationship of incidents if an incident is the parent or duplicate of another incident. You can also manage the relationship between incidents.

For more information, see Identifying-clusters-of-incoming-incidents

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BMC Helix CMDB enhancements

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Identify CIs against multiple datasets

Identify CIs against multiple datasets in the Identify activity in a reconciliation job to avoid creating duplicate CIs in the production dataset.

For more information about identifying CIs against multiple datasets in CMDB Portal, see Configuring-reconciliation-identification-rules.

Export reconciliation job definitions

Use the Reconciliation Job Export utility to migrate job definitions between different environments.

For more information about using the utility, see Exporting-reconciliation-job-definitions.

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Action Request System enhancements

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BMC Helix Single Sign-On enhancements

Enhanced single logout (Version 21.05 and later)

You can enable single logout so that when end users log out of one BMC application, they are automatically logged out of all other applications in the Remedy SSO server. Learn how to configure the Redis server to enable single logout in Configuring-general-settings-for-a-realm.

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Ability to lock a local user account after unsuccessful login (Version 21.02 and later)

You can enable account lockout if a local user enters incorrect credentials. You can also configure the lockout threshold and lockout interval of the user account. The locked user's account can be unlocked by the BMC Helix SSO administrator or automatically by the system. For more information, see Managing-local-users-and-passwords.

What else changed in this release

The following sections list the changes in the product behavior of different BMC Helix ITSM components.:

What else changed in BMC Helix ITSM: Smart IT
What else changed in BMC Helix ITSM
What else changed in BMC Helix ITSM: Smart Reporting
What else changed in BMC Helix CMDB
What else changed in Action Request System
What else changed in BMC Helix Single Sign-On

What else changed in BMC Helix ITSM: Smart IT

Update	Product behavior in versions earlier than 21.05	Product behavior in version 21.05
Access to BMC Helix Dashboards from Smart IT	You cannot access BMC Helix Dashboards from Smart IT.	You can access BMC Helix Dashboards from Smart IT: To get Helix Dashboards option in the menu, you must configure helixdashboard.url configuration parameter in Centralized-configuration.
CI Search	You could search for CIs by using the following search criteria, which might have resulted in performance issues: % (wildcard) _ (wildcard) Blanks Search criteria that has less than 3 letters	When you search for CIs from an asset or any ticket type, you cannot enter the following search criteria. This change avoids performance issues by limiting the number of CIs that are displayed. % (wildcard) _ (wildcard) Blanks Search criteria that have less than 3 letters
Filters for all Progressive Web App ticket types	When you added one or more filters for any Progressive Web App ticket types, the filters were not displayed on the ticket screen.	When you add one or more filters for any Progressive Web App ticket types, the filters are displayed under the *active* link on the Activity tab. When you click on the icon, the filters are removed.
Configuration Item (CI)	The options in Primary Capability drop-down menu appears with chunking capability.	Static options are displayed in Primary Capability drop-down menu.
Chat icon for the person profile	When you logged in to the Progressive Web App enabled Smart IT, and clicked on My profile for the logged in user, the Chat icon was displayed.	When you log in to the Progressive Web App enabled Smart IT, and click on My profile for the logged in user, the Chat icon is not displayed.
CCS: X-FRAME-OPTIONS	The default setting for this parameter denies Cross-Frame Scripting (XFS) through an iFrame. On the Mid-Tier server in the web.xml file, you can set the value to SAMEORIGIN, which allows only the current site to frame the content. If you set ALLOW-FROM uri, it will allow the specified uri to frame the page.	In version 21.05, this setting has been deprecated as ALLOW-FROM <uri> is obsolete in modern browsers. If the midtier.base.url parameter is set correctly, then by default, Smart IT populates the frame-ancestors directive in the content security policy as self <midtier.base.url>. <midtier.base.url> = Value in the midtier.base.url parameter The smartItCsp_frame-ancestors_900 parameter has been introduced to hold a value from X-FRAME-OPTIONS ALLOW-FROM uri during upgrades. By default, this parameter holds no value.

What else changed in BMC Helix ITSM

Update	Product behavior in versions earlier than 21.05	Product behavior in version 21.05
Archiving CI associations to tickets	When you archive any ticket data, the relationship data between CIs and the archived ticket is not archived. For example, if CI Server X relates to Incident A, and you archive Incident A, only Incident A is archived. The relationship data between Incident A and CIs is not archived. If the relationship data increases in volume, it can affect the performance of the application when you access the relationship data.	When you archive any ticket data, both the ticket data and the relationship data of the CIs are archived. For example, if CI Server X relates to Incident A, and you archive Incident A, its relationship data with CI Server X is also archived.
Adding a new 2015 bundled license to an existing 2015 bundled license	When you created a user with a 2015 bundled license by using the CTM:People form and clicked Add Bundle to add the new 2015 bundled license, the following error message was displayed: Multiple Licenses of Pricing Model -2015 is not allowed. (ARERR 51075) To add the new bundled license, when you clicked Remove Bundle to remove the existing bundled license, the following error message was displayed: Minimum 1 bundle is required for License Type 'Bundled' (ARERR 51078) You then had to change the License Type to Read or some other license type to add the new bundled license. Additionally, after you removed the existing bundled license, the application permissions related to that bundle were also removed. So even though the new bundled license was added, the application permissions were removed.	When you create a user with a 2015 bundled license by using the CTM:People form and click Add Bundle to add the new 2015 bundled license, a confirmation message is displayed, the existing bundled license is removed, and a new bundled license is added without any error message. Additionally, the common permissions related to the old and new bundled licenses and the new bundled license permissions are retained and the permissions of the old bundled license are removed.
Changing the license type from bundled license to fixed or floating license	When you changed the license type from bundled license to fixed or floating license, the following message was displayed: License Type has been changed. Please Save the Record after deleting all Bundles (ARWARN 10000). Additionally, the permissions that were a part of the bundled license were also removed.	When you change the license type from bundled license to fixed or floating license, the following message is displayed: License Type has been changed. Please Save the Record after deleting all Bundles (ARWARN 10000). Additionally, the permissions that are a part of the bundled license are retained with license type displayed as Fixed or Floating. Important: If you exceed the maximum number of fixed or floating licenses available for use, the application permissions are removed.

What else changed in BMC Helix ITSM: Smart Reporting

Update	Product behavior in versions earlier than 21.05	Product behavior in version 21.05
Support for Daylight Saving Time through a report query for generating reports that account for Daylight Saving Time changes.	You cannot consider Daylight Saving Time while generating reports.	While generating reports, you can consider Daylight Saving Time by doing either or both of the following: Setting a CCS parameter in AR System server . For more information, see the Ignore-DST-Handling parameter in Centralized configuration . Passing an additional parameter in the report query through advanced authoring. For more information, see Consider or ignore Daylight Saving Time in a report query.

What else changed in BMC Helix CMDB

Update	Product behavior in versions earlier than 21.05	Product behavior in version 21.05
Add relationships in CMDB Explorer	Every time that you related two CIs, you had to select the type of relationship from the Select relationship drop-down list.	You select a relationship type the first time and continue to relate two CIs without having to select the relationship type. For more information about adding relationships, see Adding-a-relationship-between-CIs.
CMDB Utilities	Helix Subscribers could not access CMDB Utilities from BMC Electronic Product Distribution (EPD) site.	Access the download location to CMDB Utilities from CMDB Portal. See Working-with-CMDB-utilities.
isVirtual Mapper utility	After upgrading, you had to manually move existing data from the isVirtual_old attribute to the isVirtual attribute or re-sync BMC Discovery with CMDB.	After upgrading, run the isVirtual Mapper utility to move all the data from the isVirtual_old attribute to the isVirtual attribute. For more information, see Moving-data-from-isVirtual_old-attribute-to-isVirtual-attribute.
Update API JAR files	The custom applications that use the NE and NOE APIs were compatible with any version of the API JAR files.	If your custom applications use NE and NOE APIs, upgrade the API JAR files for these APIs. AR System server does not to allow attachments without an extension. This impacts the custom applications that use the NE and NOE APIs. To resolve this issue, you must upgrade the API JAR files. For more information about upgrading the API JAR files, see Issues-and-error-messages-in-CMDB-Portal-and-solutions.
Product name change for BMC CMDB	CMDB user interface displayed the product name as BMC CMDB.	BMC CMDB is renamed to BMC Helix CMDB, and this change is reflected in the CMDB user interface.

What else changed in Action Request System