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BMC Helix ITSM: Service Desk 26.3

BMC Helix ITSM: Service Deskuses automated, ITIL-compliant incident management and problem management processes and provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents. These processes help IT organizations respond quickly and efficiently when critical services are disrupted. 

Release notes and notices Updated 25 Sep 2026

Learn what’s new or changed for BMC Helix ITSM: Service Desk 26.3, including new features, urgent issues, documentation updates, and fixes or patches.

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Date

Summary

Reference

September 23, 2026

Patch 1 for version 26.3 is available for on-premises customers.

Enhancement available in 26.3.01 is:

  • Enhanced bulk import of impacted areas for incidents
26.3 enhancements and patches
September 22, 2026

Patch 1 for version 26.3 is available for Saas customers.

Enhancement available in 26.3.01 is:

  • Enhanced bulk import of impacted areas for incidents
26.3 enhancements and patches
July 21, 2026

Enhancements available in 26.3.00 are:

  • Use Ticket Resolver to control auto execution of triage and remediation steps
  • Use Agent Assist for work order, problem investigations, and change requests
  • Perform Advanced impact analysis to find the impacted CIs for an incident
  • Support for processing ticket attachments in Service Collaborator for detailed results
  • Resize the Activity pane to view ticket details with reduced scrolling
  • Use advanced filtering for configuration item and service search in incident management
  • Ops Swarmer enhancements
26.3 enhancements and patches
April 22, 2026

Enhancements available in 26.2.00 are:

  • Use Ticket Resolver to autonomously manage incidents.
  • Publish Post Incident Reviews (PIR) for resolved incidents.
  • Use email templates to send emails from incidents.
  • Reply to emails from incident activity notes.
  • Capture business, operational, and financial impact for incidents.
  • Configure BMC Helix Innovation Suite Knowledge Management as a knowledge source for BMC HelixGPT capabilities in BMC Helix ITSM.
26.2 enhancements and patches

Related topics

Known and corrected issues

Support-information

Release notes and notices

Managing incident requests

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents.

Managing problem investigations and known errors

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage problems and known errors.

Broadcasting messages to users

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to broadcast messages to users.

Using reports and flashboards

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents and problems.

Planning

As an administrator, use the planning resources to make decisions about your BMC Helix ITSM: Service Desk implementation.

Setting up and going live

As an administrator, onboard users to BMC Helix ITSM: Service Desk before they use the application.

Integrating

As an administrator, set up integrations with other BMC products or third-party software.

Developing

As a developer, develop incident management and problem management integrations.

Administering

As an administrator, manage configuration items and archive BMC Helix ITSM: Service Desk records.

Troubleshooting

Resolve common issues or errors, review logs, or contact Support.
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BMC Helix ITSM: Service Desk 26.3