FAQ

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.

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.

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

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).

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.

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. 
2. From the Export menu, select PDF.
3. Follow the prompts for page selection and other options.
4. Click Export.

Follow these steps to add feedback to BMC Helix ITSM:

1. Click the drop down icon of your profile.
2. Click Feedback.
   
3. Select language.
4. Provide your feedback.
   
5. Click Submit. Your feedback is submitted to BMC.

Possible reasons:

• A relevant published knowledge article does not exist in the knowledge repository referenced by BMC HelixGPT.
• A relevant published knowledge article exists, but the logged-in user is not entitled to view the knowledge article.

Possible reasons:

• Response generation depends on many factors such as accuracy of the knowledge articles, model, and prompt configuration. Therefore, the generated responses might vary.
• BMC HelixGPT does not use information present in the attached documents of the knowledge articles for generating responses. Hence, if the information is present in an attached document of a knowledge article, the generated response will not contain the information.

If the knowledge article that is referenced to generate the response contains incorrect or hidden malicious content, the generated response will be incorrect. Knowledge approvers must thoroughly review the knowledge articles before approving them.

For information about licensing, see Licensing and pricing for BMC HelixGPT.

For information about data transportation, encryption, and storage, see BMC HelixGPT FAQ and Security and privacy for BMC HelixGPT.