26.2 enhancements and patches
Review the BMC Helix Innovation Suite Knowledge Management 26.2 enhancements and patches for features that will benefit your organization and to understand changes that might impact your users.
| Version | SaaS | On premises | Fixed issues | Updates and enhancements |
|---|---|---|---|---|
| 26.2 | ✅️ | Known and corrected issues | 26.2 enhancements and patches |
26.2
Migrate knowledge articles from BMC Helix ITSM: Knowledge Management
Use the migration functionality to migrate knowledge articles from BMC Helix ITSM: Knowledge Management to BMC Helix Innovation Suite Knowledge Management (ISKM). If custom templates (knowledge sources) are used in BMC Helix ITSM: Knowledge Management, you must prepare equivalent templates in ISKM before initiating the migration.
Migrating to ISKM centralizes knowledge on a modern repository, reducing duplicate and legacy content while improving access, maintenance, and readiness for future automation and AI capabilities.
For more information, see Migrating knowledge articles from BMC Helix ITSM: Knowledge Management.
Define filters to control article search results
Create search filters to control which BMC Helix Innovation Suite Knowledge Management (ISKM) knowledge articles are returned in search results. When a filter is applied, ISKM returns only the knowledge articles that match the specified filtering criteria. These search filters can be used in BMC Helix Digital Workplace and BMC HelixGPT to improve the relevance of knowledge search results while reducing unnecessary or duplicate content.
For more information about search filters and how to create them, see Search filters and Creating search filters.
Use BMC Helix Innovation Suite Knowledge Management as a knowledge source for BMC HelixGPT capabilities
Use BMC Helix Innovation Suite Knowledge Management (ISKM) as a knowledge search provider for BMC HelixGPT. With this configuration, BMC HelixGPT retrieves answers from published ISKM knowledge articles for 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.
Access and associate knowledge articles in Smart Recorder and Live Chat
Service desk agents can search, preview, and associate ISKM knowledge articles while creating incidents and work orders in Smart Recorder or during Live Chat sessions. This capability supports consistent knowledge reuse while maintaining existing knowledge permissions and lifecycle governance.
For more information, see Accessing knowledge articles in Smart Recorder and Live Chat.
Speed up knowledge article updates with bulk actions
Bulk actions allow agents to update the status and next review date for multiple knowledge articles simultaneously. This approach is especially useful when articles reach the same lifecycle milestone, such as scheduled reviews or mass status changes. As a result, routine maintenance tasks take less time, updates are applied consistently across selected articles, and the risk of missing required review updates is reduced.
For more information, see Changing knowledge article statuses and Reviewing knowledge articles.
Share knowledge articles from BMC Helix Innovation Suite Knowledge Management
Share published BMC Helix Innovation Suite Knowledge Management (ISKM) knowledge articles by copying a link from the Knowledge Console, edit article, or preview article pages. The shared link provides direct access to the article. This capability allows users to reference knowledge articles directly in chat conversations or emails, rather than copying content, helping ensure recipients access accurate information.
For more information, see Sharing knowledge articles.
View linked tickets from a knowledge article
View all tickets associated with a knowledge article, including incidents, cases, work orders, and problems, directly from the article page. With this capability you gain visibility into article usage and get quick access to related tickets for reference or follow‑up.
For more information, see Viewing linked tickets from a knowledge article.
Enable locale-specific search results
Enable knowledge searches to return results in the user’s preferred language. This capability improves comprehension, helping users more efficiently identify relevant information and complete their tasks faster.
For more information, see Defining common configurations.
What else changed in this release
| Update | Product behavior in versions earlier than 26.2 | Product behavior in version 26.2 |
|---|---|---|
| Improved placement of View count, Helpful percentage, Link counter, and Flag/Unflag icons | View count, Helpful percentage, Link counter, and Flag/Unflag icons were not visible on the preview article page. These elements were available only on the Knowledge Metadata tab of the edit article page. | View count, Helpful percentage, Link counter, and Flag/Unflag icons are displayed above the article content, next to the Share button. These icons are consistently available on both the edit article and preview article pages. |