18.05 enhancements

This section contains information about enhancements in the 18.05 release of BMC Helix Multi-Cloud Service Management.

Enhanced DevOps capabilities

BMC Helix Multi-Cloud Service Management enhances the DevOps capabilities by extending support for integration with multiple instances of Jira. An organization may have teams working on different applications, each using a separate instance of Jira. Using BMC Helix Multi-Cloud Service Management, the organization can integrate their Remedy IT Services Management(ITSM) instance with all the relevant Jira instances for effective ticket management. Remedy with Smart IT displays details of the Jira ticket and also includes links for the ticket ID that open the ticket in Jira. For more information about DevOps integration, see DevOps-integration-with-Multi-Cloud-Service-Management.

Ticket brokering in BMC Helix Multi-Cloud Service Management without Smart IT

Organizations can leverage the ticket brokering capabilities of BMC Helix Multi-Cloud Service Management, for both incident brokering and DevOps integration, without the need to install Remedy with Smart IT. You can view the change requests and incidents in BMC Remedy Mid Tier.

Case consolidation from Salesforce Service Cloud to Remedy ITSM

The incident brokering feature for BMC Helix Multi-Cloud Service Management now supports consolidation of cases from Salesforce Service Cloud to Remedy ITSM. When a case is created in Service Cloud, BMC Helix Multi-Cloud Service Management automatically creates a corresponding incident in Remedy ITSM. You can then track all your incidents from Smart IT and achieve efficient service management. BMC Helix Multi-Cloud Service Management also ensures that ticket status and activity notes stay updated.

Simplified user interface for Multi-Cloud Service Management configuration

The user interface for the configuration of BMC Helix Multi-Cloud Service Management has been updated to improve access and to make it more intuitive. All the configuration options are available from an easy-to-use guided setup that simplifies the overall process.