23.3 enhancements and patches

Improvements to HelixGPT chat view component

As a developer, enhance the user experience by implementing the following improvements in the HelixGPT chat view component:

• Configure a welcome message to be displayed when a chat session is initiated.
• Configure predefined prompts to be displayed with the welcome message when a chat session is initiated for the first time.
• Rate the BMC HelixGPT responses in a chat conversation by using the thumbs-up or thumbs-down icons, driving better engagement and outcomes. 
• Share the response received from HelixGPT with requesters by copying or emailing the information.
• Configure custom actions to the response received in the chat session.
• Configure custom actions to be performed after the source knowledge article links are clicked.

For information, see Adding-an-AI-based-conversational-search-interface-to-a-view.

Enhance the application shell to add the HelixGPT icon to the global search

Customize the global search from the navigation bar to add HelixGPT icon to the search for your application.

For more information, see Adding-navigation-components-to-header. 

Customize styling attributes in the Tab panel component

As an application business analyst, you can enhance the display format of the Tab panel view component by customizing the styling attributes for the tabs in the Tab panel view component such as badge text, badge color, icon, and icon position.

For more information, see Configuring-a-Tab-Panel-view-component. 

Create associations between record definitions by using existing fields

As an application business analyst, create an association between two existing fields in the record definitions to establish a relationship and easily leverage related data from both record definitions.
For example, you create an association between Department and Person record definitions by using the existing fields that establish a relationship between both these record definitions. These associations help identify which employee belongs to which department. For more information, see Creating-record-associations.

Use a horizontal scroll bar to view additional columns in the record grid

Enable a horizontal scrollbar on the record grid to view all the columns easily.

For more information, see Creating-a-tabular-view-of-record-instances-by-using-a-record-grid.

Usability enhancements for PWA screens

As a developer, you can provide better usability on the PWA screens of your application by performing the following steps:

• Add movable character fields by using the Expand Box property.
• Enable application users to right-click and open buttons or links in a new window or tab on PWA screens.
  You must use the HREF Link, HREF, and HREF Target properties in Developer Studio to enable this.
• Enable application users to pin a knowledge article by using the Read Only Indicator Field and Reference Pinning List properties in Developer Studio.

For more information about these properties, see Field-Properties.

Accessibility enhancements for PWA screens

As a developer, add accessible text to Progressive Web Application (PWA) screens by using the Aria Label property in Developer Studio. This property is available for many more fields such as Integer, Decimal, Real, and Table - List View. 

For more information about the Aria Label property, see Field-Properties.

Use updated support for technology stack

BMC Helix Service Management deployment supports the following technology stacks:

• Kubernetes version 1.30
• OpenShift version 4.16
• Nginx Ingress Controller versions 1.11.1 and 1.11.2

• Helm versions 3.15 and 3.16

For more information, see System requirements in BMC Helix Service Management documentation.

Support for the enterprise version of F5 NGINX Plus Ingress Controller

The enterprise edition of the F5 NGINX Plus Ingress Controller is supported with BMC Helix Service Management .
You must obtain the required licenses to install the F5 NGINX Plus Ingress Controller. To learn more about the F5 NGINX Plus Ingress Controller, see NGINX Ingress Controller.

You can use either the enterprise edition or the open-source version of the NGINX Ingress Controller. 

For more information, see System requirements in BMC Helix Service Management documentation.

Enhanced support for PostgreSQL and Microsoft SQL Server database versions

  BMC Helix Service Management deployment supports the following additional versions of PostgreSQL and Microsoft SQL Server databases:

• PostgreSQL 15.x

• Microsoft SQL Server 2022

For more information, see System requirements in BMC Helix Service Management documentation.

Support for case-sensitive database

BMC Helix Service Management installation supports case-sensitive Oracle and PostgreSQL databases.

For more information, see Setting up an Oracle database and  Setting up a PostgreSQL database in BMC Helix Service Management documentation.

Support for Microsoft SQL Server database in the database refresh pipeline

Use the database refresh pipeline for Microsoft SQL Server databases to back up and restore Foundation data, application data, and application configurations from one environment to another. This pipeline simplifies the process of replicating complex and multi-step configurations across multiple environments.

For more information, see Replicating configurations and data from a source environment to a target environment in BMC Helix Service Management documentation.

Support for service mesh

BMC Helix Service Management deployment supports service mesh that helps secure communications within a Kubernetes cluster.

We have certified Cilium service mesh.

For more information, see System requirements in BMC Helix Service Management documentation.

Support for proxy server

BMC Deployment Engine installation supports a proxy server that facilitates secure deployments.

For more information, see Setting up BMC Deployment Engine on a server with internet access in BMC Helix Service Management documentation.

Leverage the generative AI capabilities in your application by using the HelixGPT chat component

Use the HelixGPT chat component to add a conversational search bar. This component delivers targeted answers for users' queries from an automatically determined set of data sources and enhances your applications in the following ways :

• Provides a conversational experience for a search by returning an answer to the query instead of a list of knowledge articles.
• Returns reliable and refined results for queries on knowledge articles, tickets, and cases .
• Provides a clear, plain-language summary of the data sources that are shared.

For more information, see Adding-an-AI-based-conversational-search-interface-to-a-view.

Get streamed responses by using the HelixGPT chat component

BMC HelixGPT streams answer for end-user queries in real time, delivering parts of the response as they become available. Response streaming increases user engagement. Users do not need to wait for the entire response to appear, and they get a more natural and dynamic conversational experience.

For more information, see Adding-an-AI-based-conversational-search-interface-to-a-view.

Automatic redirect to the login page after session timeout for enhanced data security 

To avoid unnecessary data exposure, w hen a Mid Tier session times out and the BMC Helix Single Sign-On session is still valid, the form data is cleared.

However, when Mid Tier session and BMC Helix Single Sign-On times out, you are redirected to the BMC Helix Single Sign-On login page.

For more information, see Configuring-the-action-after-a-Mid-Tier-session-timeout .

Access BMC Helix Innovation Studio data from applications built in Developer Studio

As a business analyst, you can seamlessly access data in BMC Helix Innovation Studiofrom the applications that are built in Developer Studio . For example, you can access the list of employees from a Payroll application that is built-in BMC Helix Innovation Studio into BMC Helix ITSM . For more information, see the following topics:

• Adding-a-table-field-to-a-form
• Defining-Push-Fields-active-link-filter-or-escalation-actions
• Creating-a-Set-Fields-action

Text for screen readers on Progressive Web Application screens

As a developer, add text to the Aria Label property in Developer Studio, which will be available to screen readers on Progressive Web Application (PWA) screens. For more information about the Aria Label property, see Field-Properties.

Better usability with relative dates on Service Level Agreement progress bar

As a developer, display relative dates, absolute dates, or both in tooltips on PWA screens for Service Level Agreement (SLA) progress bars by using the Display > Show Date As property. With this enhancement, application users get a better idea of the time remaining to complete a task or a process. For more information about this property, see Field-Properties. To know more about creating progress bars, see Configuring-the-Progress-bar-widget-in-Progressive-Web-Applications.

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.

Better control over the key encryption key

To have better control over the key encryption key (KEK),  you can bring your own KEK by using  check  and  rotate  REST API endpoints. 

Use the check REST API endpoint to check the existing KEK and use the rotate REST API endpoint to change the existing KEK. For more information about using the REST API endpoints, see Example-of-using-the-kek-endpoint-to-bring-in-your-own-key-encryption-key-KEK.

(Controlled availability) Use the Ask HelixGPT tab on Incident screens to fetch summary of the latest incident attributes 

Use the Ask HelixGPT tab on PWA enabled Incident screens to view summarized incident attributes. Helpdesk agents can resolve incidents faster by using BMC HelixGPT.

For more information, see Finding information to resolve incidents by using BMC HelixGPT .

Use the tutorial to build an application in BMC Helix Innovation Studio

Use the tutorial to quickly build a simple codeless application to meet your business goals by using BMC Helix Innovation Studio.

For more information, see Tutorial.

Enable users to request e-signing of documents

Maintain the document integrity and certify the authenticity by e-signing the documents from within BMC Helix Innovation Studio applications.

As an administrator, you can integrate BMC Helix Innovation Studio with external signature providers such as DocuSign and Acrobat Adobe Sign to e-sign your documents.

For more information, see Enabling-users-to-e-sign-documents.

Obtain a license usage report through the licensereport REST API endpoint

Obtain the license usage report for a specific duration by using the licensereport REST API endpoint. With this endpoint, you can obtain the license report without logging into Mid Tier . 

Use the licensereport REST API endpoint through any REST client such as Postman.

For more information about using the licensereport  REST API endpoint, see Example-of-using-the-licensereport-endpoint-to-obtain-the-license-usage-report.

Set webhook payload limits for reliable data transfer to external applications

As a system administrator, set limits on some or all of the webhook payloads to reliably send data to third party applications.  

For more information, see Setting the AR System webhook payload size.

Automate   processes by using content packages

Use sample services from the Cloud action content package to quickly automate the service requests for creating virtual machines and buckets in the Google Cloud Platform. 

For more information, see Automating-actions-performed-in-third-party-systems-by-using-a-content-package.

Take advantage of the upgraded BMC Helix Knowledge Management by ComAround interface

Users with knowledge worker roles can benefit from the enhanced application interface when they open BMC Helix Knowledge Management by ComAround from BMC Helix ITSM or BMC Helix Business Workflows to view or create articles.

With the upgraded interface, users enjoy extended capabilities as they can get more information about articles in BMC Helix Knowledge Management by ComAround . For example, they can quickly see related content and possible duplicate articles, or assess article quality by completing the standard checklist.

For more information about how BMC Helix ITSM users with knowledge worker roles can leverage the upgraded BMC Helix Knowledge Management by ComAround interface, see Leveraging knowledge from BMC Helix Knowledge Management by ComAround in the BMC Helix ITSM documentation. 

Learn how BMC Helix Business Workflows users with knowledge worker roles can benefit from the upgraded BMC Helix Knowledge Management by ComAround interface in Leveraging knowledge from BMC Helix Knowledge Management by ComAround in the BMC Helix Business Workflows documentation. 

Organize options on PWA screens by using collapsible and accordion panels

As a developer, you can simplify the user experience on PWA screens by creating collapsible or accordion panels. For more information, see Organizing-fields-by-using-collapsible-and-accordion-panels-in-Progressive-Web-Applications.

Improve readability with resizable panes on PWA screens

As a developer, you can enhance the application user experience on PWA screens by creating resizable panes. By adjusting the width of the panes, users can expand the pane which has large amounts of information thereby improving readability and the user experience. For more information, see Creating-resizable-panes-in-Progressive-Web-Applications.

Add context menus on PWA screens

As a developer, you can provide application users with the options to open links in a new tab or window by adding context menus. For more information, see Adding-context-menus-for-right-clicking-of-interface-objects-in-Progressive-Web-Applications.

Utility to enable rich text entry on PWA screens

As a developer, you can add rich-text capabilities to PWA screens by using the Enable ARTF for PWA utility. This utility provides application users with the ability to add formatted text and images, thus saving time and effort of manually converting PWA screens to support rich text. For more information on how to run the Enable ARTF for PWA utility, see Enabling rich text fields on PWA screens by running a utility.

Unified documentation space for BMC Helix Innovation Suite

Starting with version 23.3, the documentation for AR System and BMC Helix Innovation Studio is merged into a single documentation space.

This unified documentation is designed for easy navigation, featuring diverse rich media to improve the user experience.

For earlier versions of AR System and BMC Helix Innovation Studio, see the following links:

Share your custom view presets with other users

Share the custom view presets you created with multiple users so that they can use these view presets without having to re-create them. Sharing the custom views presets helps improve efficiency and consistency.

For example, as a case agent, you can create a custom view preset to view all Open and Critical cases and share this custom view preset with your team, so that they can use the same view preset while working on the cases.  

For more information, see Adding-a-View-preset-selector-to-a-view.

Improved usability with dropdown buttons

Use the dropdown action button in a view to create a compact and efficient way to access multiple options. This vertical stacking format consumes less horizontal space. It also provides a more organized user interface, allowing  easy navigation  through various actions without cluttering your view. 

For more information see, Adding-an-action-button-to-a-view.

Simplified data filtering experience in named lists

Add contextual label fields to named lists for improved data visibility, efficient filtering of data, and understanding of the relationships and context associated with the displayed values.  For more information, see Facilitating-data-entry-through-named-lists .

Create search filters for BMC Helix Digital Workplace Advanced

When using BMC Helix Knowledge Management by ComAround as a search provider for BMC Helix Digital Workplace Advanced, create filters to narrow down the search results in workplace pages. When your end users use these filters to search for knowledge articles, the workplace page returns only those articles that meet the search criteria. Your end users benefit from using these search filters in the following ways:

• Quickly find the required knowledge articles.
• View only articles that are relevant and available to the end users.
• Get a personalized user experience.

For more information, see Creating-search-filters-for-BMC-applications.

Eliminate the need to create multiple search filters for different user groups

BMC Helix Knowledge Management by ComAround supports search filters to narrow down the search results in BMC applications. You can create and use dynamic tags in these search filters. Dynamic tags eliminate the need to manually create multiple search filters for different user groups and automate the filtering process. For more information, see Creating-search-filters-for-BMC-applications.

An externalized unique Key Encryption Key (KEK) for the Field ID 123

The  Key encryption key (KEK) provides better access control and avoids unauthorized data decryption. The KEK is used for encrypting or decrypting the Data Encryption Key (DEK).

You can use the DEK for the following purposes:

• Encrypt the data stored in the reserved field with Field ID123.
• Encrypt all character fields for which encryptDataAtRest field or the Store Encrypted field object  property is selected.

The KEK is stored in a Kubernetes secret, inside a Kubernetes cluster.

For example: /var/run/secrets/kubernetes.io/

Automate Google Cloud Platform resource provisioning with ease

By using BMC Helix Innovation Suite , you can automate the creation of Google Cloud Platform (GCP) virtual machines and storage buckets. Maximize efficiency by ensuring rapid, error-free, and consistent resource provisioning. For more information, see Automating-the-creation-of-virtual-machines-and-storage-accounts-by-using-GCP.

Select a row-level security algorithm for fast data retrieval

Select from multiple, row-level security (RLS) algorithms to  enhance row-level access control and improve server performance by retrieving the record data faster. For more information, see  Improving data retrieval performance by selecting a row level security algorithm.