25.1 enhancements and patches

Intelligent routing for accelerating incident resolution

As a service desk manager, leverage the capabilities of artificial intelligence (AI) to predict the best-suited support group for resolving incidents while creating and assigning incidents. AI is used to analyze historical, closed incidents to predict the best-suited support group.

Using AI to correctly assign incidents provides the following benefits:

• Faster resolution of incidents
• Reduction in the overall turnaround time of the service management team
• Increased customer satisfaction due to quicker resolution of incidents 

Learn more about the intelligent routing of incidents in Creating an incident request.

(Controlled availability customers only) Easily migrate Smart IT branding configurations to the Innovation Suite with a single click

Using the Advanced Responsive Navigation configuration setting, enable the BMC Helix ITSM navigation bar based on BMC Helix Innovation Studio, and seamlessly migrate your existing Smart IT branding, app name, landing page, and custom URL actions to the Innovation Suite with just a single click. 

As a system administrator, tailor the BMC Helix ITSM navigation bar based on BMC Helix Innovation Studio to your specific roles and preferences. You can apply skinning and branding according to your organization's requirements, add custom application modules, and rename, add, or delete navigation menu items by using BMC Helix Innovation Studio.

For more information, see Enabling-Advanced-Responsive-Navigation.

Access context-specific resources in the self-help widget

In the self-help widget, access resources to help you on many screens within the product. Click the link below the Search bar to view guides, videos, or documentation links specific to the screen.

Access context-specific resources in the self-help widget

In the self-help widget, access resources to help you on many screens within the product. Click the link below the Search bar to view guides, videos, or documentation links specific to the screen.

Maintain exclusive control of data encryption keys

As an administrator, retain exclusive ownership of your encryption keys with the Hold Your Own Key (HYOK) capability. By using the HYOK capability, your organization can get full control over sensitive data in forms and record definitions while meeting stringent security, compliance, and privacy requirements.

For more information, see Enhancing-data-security-by-managing-your-own-encryption-keys.

Configure live agent support for a custom application

As an application business analyst, configure Live Chat in your custom application so that case agents can actively participate in chat conversations. By using Live Chat, case agents can understand user inquiries better and resolve issues effectively.

The key advantages of configuring live agent support are:

• Quicker and more effective case resolution
• Improved user experience
• Streamlined support process

Learn more about configuring live agent support in Configuring-a-live-agent-support-for-a-custom-application.

Automate ticket creation from emails for a custom application

As an administrator, automate email-to-ticket processing, making it easier to track and resolve customer requests quickly.

The key advantages of enabling automatic ticket creation from emails are:

• Improves customer service and satisfaction
• Saves time and reduces error
• Enables faster issue resolution
• Promotes reusability of solutions for recurring issues

For more information, see Enabling-automatic-ticket-creation-from-emails-for-a-custom-application.

Create customizable alerts and actions

As an application business analyst, you can create alerts to notify users about critical notifications and prompt them to take necessary actions. For more information, see Creating alert messages and actions.

Create collapsible container components in View Designer

As an application business analyst, configure the collapsible property in container view components so that users can expand or collapse the container to view information according to their preferences. For more information, see Creating-a-layout-using-containers.

Create tooltips for record editor fields and action buttons

As an application business analyst, create tooltips for record editor fields and action buttons to provide concise explanations or additional information about UI elements. For more information, see Add a tooltip to an action button and Add a tooltip to record editor fields. 

Set a preferred Home page for custom applications

As a developer, you can configure a preferred Home page for end users to land on after logging into a custom application, changing the default behavior where users land on the first menu item in the navigation bar. For more information, see Set preferred Home page for codeless applications and Set preferred Home page for code-based applications. 

Enable end users to request services from AWS Service Catalog

As an administrator, connect directly to AWS Service Catalog by using the AWS Catalog connector in BMC Helix Innovation Studio. After the connection is established, end users can request products and services from AWS Service Catalog, such as the creation of virtual machines, databases, websites, and applications. For more information, see Configuring-an-AWS-Catalog-connector.

View access permissions for users in BMC Helix Knowledge Management by ComAround

After mapping knowledge permissions from BMC applications to BMC Helix Knowledge Management by ComAround, administrators can easily view the permissions assigned to users in BMC Helix Knowledge Management by ComAround. They can see each user's role and the support groups to which the user belongs.

By using this capability, administrators can quickly understand user access, making it easier to verify, troubleshoot, and correct any issues with roles and permissions in BMC Helix Knowledge Management by ComAround. This efficiency allows them to ensure appropriate access for users and effectively communicate permissions to stakeholders and other teams.

For more information, see Defining-permission-mappings-for-BMC-Helix-Knowledge-Management-by-ComAround.

Share CI attribute data for impact analysis in BMC Helix NetOps

Use the SmartGraph Sync schedule to share only the impact attribute information with BMC Helix NetOps. This information is used by BMC Helix NetOps to evaluate the effect of degraded or impaired input CIs related to incidents on business services. For more information, see Scheduling a SmartGraph Sync to share impact attributes with BMC Helix NetOps.

Quickly create service models by using blueprint templates

Leverage BMC Helix Service Modeling to quickly create service models by using predefined blueprint templates. Seamlessly integrate topology data from multiple sources to easily build comprehensive, dynamic service models. For more information, see Creating service models by using blueprints.