26.2 enhancements and patches

Review the BMC Helix ITSM 26.2 enhancements for features that will benefit your organization and to understand changes that might impact your users.

BMC Helix applies upgrades as described in the BMC Helix Upgrade policy. BMC Helix applies upgrades and patches during Maintenance windows.  

26.2.00

Use Ticket Resolver to autonomously manage incidents

Ticket Resolver runs autonomously for incidents that match qualification rules defined by an administrator.  For qualified incidents, Ticket Resolver analyzes customer sentiment, predicts urgency and impact and generates best action recommendations. If a ticket has incomplete or ambiguous information, Ticket Resolver detects missing information and proactively follows up with the end user, and records outcomes.

Service desk agents can make informed resolution decisions based on the autonomous actions performed by Ticket Resolver, while spending less time on routine analysis and follow‑ups.

For more information, see Using Ticket Resolver to manage incidents.

Publish Post Incident Reviews (PIR) for resolved incidents

Create, review, and publish Post Incident Review (PIR) reports for resolved incidents. PIRs move through a structured lifecycle and generate a downloadable PDF that is automatically attached to the incident for audit and reference. It captures the incident’s impact, root cause, how it was resolved, and what can be improved.

Administrators can configure document templates and enforce PIR completion before incident closure to help standardize post-incident analysis.

Service desk agents, by using PIR can learn from incidents, track corrective actions, and strengthen future incident handling. They can publish a PIR as a pdf and attach it to the incident for audit and reference purposes.

For more information, see Reviewing and publishing post incident review reports for resolved incidents.

Use prompt extensions to help LLM interpret organization-specific language for Agentic AI capabilities

Use prompt extensions to define custom terms that get dynamically injected into the agent or system prompts at runtime. These extensions enable the LLM to interpret organization‑specific language accurately and act autonomously on ITSM data. This helps LLMs understand business terms better and behave consistently across use cases. It also helps service desk agents resolve tickets faster.

For more information, see Configuring prompt extensions for Agentic AI capabilities in BMC Helix ITSM.

Maintain CMDB data accuracy with Data Monitor rules

As an Asset Automation Admin, use Data Monitor in the Asset Automation console to maintain accurate CMDB data, reduce manual effort to resolve data issues, prevent duplicate configuration items (CIs), and ensure correct CI relationships. Create Data Monitor rules by using CMDB or asset attributes, and define relationship-type rules to detect inconsistent CI data. Run rules on demand or on a schedule to identify data issues early, and maintain reliable CMDB data without manually reviewing large CI datasets.

For more information, see Configuring Data monitoring rules by using CMDB Governor to detect quality issues.

Analyze and resolve CMDB data issues with HelixGPT-powered insights

As an Asset Automation Admin, you can reduce manual effort and errors by using AI‑driven Insights in the Asset Automation console. Use these Insights to analyze affected configuration items (CIs), identify root causes, and take corrective actions. The CMDB Data Quality Agent generates these Insights after Data Monitor rule execution, helping you understand data issues and decide the next steps. Use the conversational interface to explore issues in detail and update CIs. Apply updates manually or enable automatic fixes to maintain accurate and consistent CMDB data at scale. 

For more information, see Configuring Data monitoring rules by using CMDB Governor to detect quality issues.

Use email templates to send emails from incidents

Use approved, locale‑specific response templates when you send emails from incidents. Email templates save agent time and improve consistency and accuracy. They also enhance customer communication, reduce onboarding effort for new agents, and enable multilingual support for global service teams.

The following image shows how you can select an email template:

Learn more in Sending email messages.

Reply to emails from incident activity notes

Use the Reply, Reply All, or Forward options in the activity notes of incidents to respond to emails. You can also add recipients to the CC field in the activities, and if required, mark the email as important. The email would also contain the entire email trail as a reference for the recipients. These capabilities make handling incident emails easier.

The following image shows the options to respond to emails from the activity notes:

For more information, see Sending email messages.

Capture business, operational, and financial impact for incidents

Use the enhanced impacted areas in incidents to capture business, operational, and financial impact details with the location details. This supports a more complete incident impact assessment and improves consistency through the Draft and Impact Validated stages. Bulk upload helps teams efficiently capture multiple impacted areas during incidents.

Administrators can enable the capturing of enhanced impacted areas from the BMC Helix Innovation Suite configuration console.

The following image shows the Impacted areas console:

Learn how to create impacted area records in Defining advanced impacted areas for incidents.

Progressive data loading on scroll for list-based tables in Progressive Web Applications

While viewing list-based tables in BMC Helix ITSM, you can scroll through long lists without switching pages. Additional records load automatically as you scroll up or down in the list. This makes it easier and faster to browse or select large datasets, especially on mobile and tablet devices.

Learn about how to enable the infinite scroll setting in Developer Studio in Adding a table field to a form.

Configure BMC Helix Innovation Suite Knowledge Management as a knowledge source for BMC HelixGPT capabilities

Configure BMC Helix Innovation Suite Knowledge Management (ISKM) as a knowledge search provider for BMC HelixGPT. With this configuration, BMC HelixGPT delivers answers sourced from published knowledge articles for key BMC Helix ITSM use cases such as agentic chat, agent assist, and automated email replies. This capability reduces manual searches and supports faster issue resolution for agents and end users.

For more information, see Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge source for BMC HelixGPT capabilities in BMC Helix ITSM.

Track the progress of BMC Helix Digital Workplace Catalog service requests in BMC Helix ITSM

View the service level agreement (SLA) progress, targets, and milestones in BMC Helix ITSM for service requests created in BMC Helix Digital Workplace Catalog. By using this capability, you can view SLA progress details in a single interface without leaving BMC Helix ITSM, saving you time and effort for other critical tasks.

For more details, see SLA progress bar.

What else has changed in this release

BMC Helix Innovation Suite 26.2.00 enhancements

26.2.00 updates

The following video (01:00) provides a quick overview of the enhancements in the BMC Helix Innovation Suite 26.2.00.

Automatic filtering of invalid email IDs to reduce email errors

As an administrator, configure the Email Engine to validate recipient email addresses and filter out invalid entries before sending emails, reducing email errors and unnecessary alerts. Invalid email IDs identified during processing are stored and automatically excluded from future email requests.

For more information, see AR System Email Invalid IDs form.

View more records with infinite scrolling for list-based tables in Progressive Web Application screens

As an application developer, enable infinite scroll for list-based tables in Developer Studio. This allows application users to view more records by scrolling instead of switching pages in Progressive Web Application (PWA) screens. This capability improves usability when users review or select large numbers of records, especially on mobile and tablet devices.

For more information, see Adding a table field to a form.

Control excessive process execution by using centralized configuration settings

As an administrator, configure centralized configuration settings to limit exclusive gateway loops, call activity recursion, multi‑instance iterations, and repeated receive task timer scheduling. These limits help prevent infinite execution, reduce resource consumption, and improve process stability and system performance.  

To enforce the execution limits and control process behavior at runtime, configure the following centralized configuration settings:

• Process-ExclusiveGateway-Max-Loop-Count
• Process-CallActivity-Max-Recursion-Depth
• Process-MultiInstance-Max-Iterations
• Process-ReceiveTask-Max-Timer-Schedules
• Process-Activity-Limit-Enforce-Exception

For more information, see Configuration settings N-R.

To control excessive process execution, submit a Change Request (RFC) in BMC Helix Support Central. For more information, see the Request for Change process. 

What else changed in this release

The following table lists the changes in the product behavior: 

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BMC Helix CMDB 26.2.00 enhancements

Maintain CMDB data accuracy with Data Monitor rules

As an Asset Automation Admin, use Data Monitor rules in the Asset Automation console to maintain accurate CMDB data and reduce manual effort when resolving data issues. You can also prevent duplicate configuration items (CIs) and ensure correct relationships between CIs.Use CMDB attributes or asset attributes to create rules. Define relationship‑type rules to detect inconsistent CI data. Run the rules on demand or on a schedule to identify data issues early and maintain reliable CMDB data without manually reviewing large CI datasets. For more information, see Configuring Data monitoring rules by using CMDB Governor to detect quality issues.

Analyze and resolve CMDB data issues with HelixGPT-powered insights

As an Asset Automation Admin, you can reduce manual effort and errors by using AI‑driven Insights in the Asset Automation console. Use these Insights to analyze affected configuration items (CIs), identify root causes, and take corrective actions. The CMDB Data Quality Agent generates these Insights after Data Monitor rule execution, helping you understand data issues and decide the next steps. Use the conversational interface to explore issues in detail and update CIs. Apply updates manually or enable automatic fixes to maintain accurate and consistent CMDB data at scale. For more information, see Configuring Data monitoring rules by using CMDB Governor to detect quality issues.

Related topics

Release notes and notices
Downloading the installation files
BMC Helix Single Sign-on 26.2 enhancements and patches
BMC Helix Digital Workplace 26.2 enhancements and patches