BMC Helix ITSM 21.3

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.

Release notes and notices Updated 27 Nov 2024

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

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Related topics

Known-and-corrected-issues

BMC Helix IT Service Management Deployment

AR System release notes

BMC Helix CMDB release notes

Smart IT release notes

Change Management release notes

Asset Management release notes

Knowledge Management release notes

Smart Reporting release notesStatement of direction: End-of-life plan for Smart Reporting

Service Desk release notes

BMC Service Level Management release notes

BMC Service Request Management release notes

BMC Helix Single Sign-On release notes

Getting started See more		Navigating common interfaces As an end user, access the BMC Helix ITSM applications and navigate the interface. See more 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. See more
Planning Use the planning information for resources, processes, and activities for BMC Helix ITSM. See more	Onboarding and implementing As an administrator, you need to configure the BMC Helix ITSM after installation. See more	Administering As an administrator, manage and maintain BMC Helix ITSM after it is installed and ensure that it is available to end users. See more
Integrating As an administrator, workflow developer, or consultant, extended and customize BMC Helix ITSM through Advanced Interface Forms or SOAP web services. See more	Developing As a developer, customize BMC Helix ITSM. See more	Troubleshooting Resolve common issues or errors, review logs, or contact Support. See more

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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	Getting-started-with-Smart-IT-1
Permission groups and application access	Roles-and-permissions
Adding miscellaneous company information	Creating-companies
Support group configuration for assignments	Configuring-support-group-assignments
Data Management	Loading-Foundation-data-by-using-Data-Management Setting-up-group-notifications
BMC Remedy ITSM notification events	BMC-Helix-ITSM-notification-events
Using web services	Integration-methods Developing-integrations-by-using-SOAP-web-services
Configuring Web Services	Registering-the-BMC-Helix-ITSM-web-service

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

Click the Export icon in the upper-right.
From the Export menu, select PDF.
Follow the prompts for page selection and other options.
Click Export.

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BMC Helix ITSM 21.3