FAQ

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

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.

 

How do I add feedback to BMC Helix ITSM?

Follow these steps to add feedback to BMC Helix ITSM:

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

BMC HelixGPT related FAQ

Agentic chat does not generate any response even after I have done the required configurations

Possible reasons when searching for information from knowledge articles:

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 when searching for incidents or change requests:

The logged-in user does not have the required RLS permissions to view the incidents or change requests.

The field on which the user question is based is not added as an attribute to the semantic model.

For example, if you have a custom field named Location in the HPD:HelpDesk form and you do not add the field to the semantic model, then when a user asks a question to search for incidents based on a specific location, a response is not generated.

Agentic chat shows incorrect or varied responses when searching for information from knowledge articles

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 HelixGPTdoes 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.

Agentic chat does not generate a response when I search for incidents or change requests by exact date and time

We recommend you search for incidents or change requests by duration instead of date and time.
For example, show me incidents created during the last week.

Why does Agentic chat sometimes respond with outdated information?

Agentic chat can occasionally provide responses based on previously cached or historical data instead of making a fresh call to retrieve the latest ticket details. This behavior is typically designed to improve response speed and reduce system load. However, it can lead to outdated information being shown if recent updates have been made to the ticket.

We recommend you manually make a fresh call to get the latest updates on the ticket.

What are the maximum number of tickets returned by the Agentic chat?

• For standard ticket retrieval based on defined qualifications, the system enforces a default maximum of 10 tickets.
• When using the Find Similar Tickets feature, which leverages the Multi Form Search, the system applies a default limit of 5 tickets.
 

 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*