Skip navigation
1 2 3 Previous Next

BMC Helix

74 posts

In this session, learn how BMC’s cognitive solutions can help run a more efficient service desk.


Product management will share our cognitive strategy and then demonstrate our current cognitive capabilities. See how cognitive automations like issue categorization and automated incoming email handling can save you time in Remedy. You will also see how your end users can use conversation to self-heal with our Helix Chatbot!


Lorna Russell is a Senior Manager, Product Management

Daren Goeson is a Principal Product Manager

Pradeep Kumar is a Principal Product Manager


Below is the recording from the live webinar.  The recording is also available as a podcast on iTunes.



Presentation References


Subscribe to the BMC Helix Remedy & Discovery Youtube Channel


Cognitive Service Management


Cognitive Service Management Whitepaper



For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery / ADDM  Digital Workplace / MyIT BMC Helix


In this month’s blog, I want to share insights on Smart Reporting Database Repository. Occasionally while working on the Smart Reporting DB, you may be stymied about the data here and its relation in context.


Let’s discuss in greater detail about the Smart Reporting DB Repository, the data that gets stored and how it is linked. To make your job even easier I have listed some of the most useful SQL queries you will require while working on the DB. The Smart Reporting DB is a place where all the meta data is stored and includes:

    • Report Metadata
    • User accounts
    • Dashboards
    • Configuration options
    • Events


Let's look at each of these comprehensively:


Stores information related to Users, Orgs and Groups.

  • IpClass, Person, IpContact -  Stores User information
  • Organisation - Organisation details reside in this table.
  • IpRltShp - user to org, org to primary org relationship.
  • AccessGroup - Groups are stored in this db table.
  • AccessGroupFlat - groupId to memberID relation.
  • AccessGroupMembers - Members in group.


Audit data

  • Event - This table stores all Smart Reporting usage data, such as; User logins, Running reports, Imports/exports. This data is all used for auditing.
  • EventArchive - This table stores all the archived event data, so the data here is simply data that was moved from the 'Event' table after a specified period.
  • ReportInstance - This table stores a record for each report, each time it is run or edited. If you run the same report multiple times, you will get multiple rows for that report in this table. This is used for things like; Getting ‘average report run time' and also used to 'Remember Filter Values' options, editing a report (the draft copy is a separate record so you can roll back to the original activated version), Results used for KPI reporting.
  • ReportBroadcastResult - Information about broadcast run like recipient information and whether broadcast has been delivered or not.


Stores information about Roles and Functions.

  • OrgRole - All available roles in the system
  • AccessClassList - Roles to functions + Access Level (Create, Read, Update and Delete – CRUD)
  • StaffMemberRole - User to Role information.


Information about DataSource and Views

  • ReportViewSource - Stores DataSource related details.
  • ReportViewSourceParameter - Data Source parameters e.g. Custom parameters
  • ReportView - Information about views.
  • ReportViewRltshp - Info about table joins.
  • ReportFieldTemplate - Objects in the view.


Reports and Charts

  • ReportHeader - Main table which holds report metadata.
  • ReportField - linked to fieldtemplateid. Stores fields present in a report.
  • ReportFilter - This is linked to fieldtemplate. Stores view level cached filters, grouped data filters, set analysis, variance etc.
  • ReportFormat - Stores report, field, filter, chart formats.
  • Chart, ChartField, ChartAnalyticField - core tables which hold chart information.
  • ReportAlert - conditional format information.
  • ReportBroadcast - Stores broadcast information.
  • ReportBroadcastRecipient - Stores broadcast recipient list.
  • ReportFieldConverter - analytic functions, view level converters, formatters.
  • ReportFieldParameter - parameters for these objects.
  • CachedFilter - links to ReportFilter, stores report definition.
  • CachedFilterValue - filter values, links to parent filters.
  • ReportGroup - Information about dashboard
  • ReportGroupEntity - items on the dashboard.
  • ReportGroupFormat - filters, analytic links.


Blobs & Clobs

  • TextEntity, TextData - Stores discussion on Report, dashboard, storyboard etc.
  • DocumentData - This table stores actual data of reports, like cached report result sets (this includes cached report, and snapshots created at the report level) , Freehand SQL (used for virtual tables, custom query filters, freehand SQL reports) , Cached filter results from older releases (we now store the filter results in different tables), CSV reports.
  • ReportImageItem, ReportImageData - thumbnail images, backgrounds reportimagemapzone - raster map zones - colour to ref code.



  • TaskSchedule - System tasks and background tasks.
  • Configuration - System-wide settings per org.



Access Filter

  • ReportSourceFilter – Stores access filter values.


SQL queries Walk through

1) List all active reports:

       SELECT * FROM ReportHeader WHERE ReportStatusCode='OPEN' 


ReportStatusCode can be DELETED, PENDING, ARCHIVED, OPEN and DRAFT'.

  • DELETED means you clicked the delete button from within the UI.
  • PENDING means it has been created, but there is content approval on the content folder, and the report requires approval.
  • ARCHIVED means that you have edited this report (each time you edit it creates a new record), and this specific row is no longer the active version of the report
  • OPEN means the report is active
  • DRAFT means that it has been edited but not published



2) List all active private reports:

       SELECT * FROM ReportHeader WHERE ExternalAccessCode='PERSONAL' AND ReportStatusCode='OPEN'


3) List all active public reports:

       SELECT * FROM ReportHeader WHERE ExternalAccessCode=' CORPORATE' AND ReportStatusCode='OPEN'


4) List of all active Users:

SELECT p.firstname,





FROM   person p

       INNER JOIN ipcontact c

ON p.ipperson = c.ipid

       INNER JOIN ipclass i

ON p.ipperson = i.ipid

       INNER JOIN staffmemberrole s

ON p.ipperson = s.ipemployee

WHERE  i.enddate > Getdate()

       AND s.enddate > Getdate();


5) List of Enabled functions for a role:


FROM   accessclasslist

WHERE  rolecode LIKE '%YFADMIN%'

       AND accesslevelcode IS NOT NULL



    Above query will list the enabled functions for the Admin Role.


6) User details with Role and Client Org Name

SELECT p.fullname as "User",

       ic.emailright as "Cleint Org",

       sm.rolecode as Role

FROM   ipclass ic

       INNER JOIN person p

ON ( ic.ipid = p.ipperson )

       INNER JOIN staffmemberrole sm

ON ( ic.ipid = sm.ipemployee )

WHERE  ic.emailright = 'calbro'

       AND ic.enddate = '99991231 00:00:00.000'

       AND sm.enddate = '99991231 00:00:00.000'




7) List of Reports with View Name

SELECT rh.reportname,

       rv.viewdescription AS "View Name"

FROM   reportheader rh

       INNER JOIN reportview rv

ON ( rh.viewid = rv.viewid )



8) View Object Usage:

SELECT rf.reportid,



FROM   reportfield rf

       INNER JOIN reportfieldtemplate rft

ON ( rf.fieldtemplateid = rft.fieldtemplateid )

       INNER JOIN reportheader rh

ON ( rh.reportid = rf.reportid )

WHERE  rft.columnname LIKE 'Incident Number'

       AND rft.viewid = 108662


The above query will list all reports where “Incident Number” field is used.



9) List of active Views:


FROM   reportview

WHERE  viewname = 'New View'

       AND viewstatuscode = 'OPEN'



10) Fields deleted from the View:


FROM   reportfieldtemplate

WHERE  viewid IN (SELECT viewid

FROM reportview

WHERE viewstatuscode = 'OPEN'

                         AND viewname = 'New View')

       AND statuscode = 'DISCONNECTED';



11) Fields present in specific Report:

SELECT distinct rh.reportname,


FROM   reportfield rf

       INNER JOIN reportheader rh

ON rf.reportid = rh.reportid

       INNER JOIN reportfieldtemplate rft

ON rf.fieldtemplateid = rft.fieldtemplateid

WHERE  rh.reportname = 'Incident Details'

GROUP  BY rh.reportname,


The above query will list all objects /columns present in the “Incident Details” Report


12) Reports that need update on hyperlink object:


FROM   reportheader

WHERE  reportid IN (SELECT reportid

                    FROM   reportfieldparameter

                    WHERE  viewid = '84506'

                           AND entitytypecode = 'REPORTFIELD'

                           AND classname = 'com.hof.mi.custom.format.LinkFormatter'

                           AND parameterkey = 'URL')



13) List of private reports that belong to deleted Users:


FROM   reportheader R

       INNER JOIN ipclass I

ON ipid = ipowner

WHERE  I.enddate != '9999-12-31'

       AND R.reportstatuscode = 'OPEN'

       AND R.externalaccesscode = 'PERSONAL'


14) List of all active Dashboards:


FROM   reportgroup

WHERE  enddate = '9999-12-31'

       AND grouptypecode = 'ANALYTIC'

       AND statuscode = 'OPEN'


15) List of all PRIVATE Dashboards:


FROM   reportgroup

WHERE  grouptypecode = 'ANALYTIC'

       AND accesscode = 'ACCESSLEVEL'


16) List of all active Client Orgs:

SELECT     org.orgname,




FROM       organisation org 

INNER JOIN iprltshp rlt

ON         (

                      rlt.ipchild = org.iporg

AND        rlt.endreasoncode IS NULL

AND        rlt.rltshptypecode = 'CUSTOMER')

INNER JOIN reportviewsource rvc

ON         (

                      rvc.iporg = org.iporg

AND        databasetypecode = 'BMCACTIONREQUEST')



17) Report and System tasks scheduled in minutes:


FROM   taskschedule

WHERE  frequencytypecode = 'MINUTES'

       AND scheduleison = 1




18) Entries created by Report Refresh in DocumentItem, DocumentRevision and DocumentData table:


FROM   documentitem

WHERE  documenttypecode = 'REPORTXML'




FROM   documentrevision

WHERE  documentid IN (SELECT documentid

                      FROM   documentitem

                      WHERE  documenttypecode = 'REPORTXML')



FROM   documentdata

WHERE  revisionid IN (SELECT revisionid

                      FROM   documentrevision

                      WHERE  documentid IN (SELECT documentid

                                            FROM documentitem


                             documenttypecode = 'REPORTXML'))


19) List of Broadcasts with Report Info:

SELECT RB.broadcastid,












FROM   reportbroadcast RB,

reportheader RH,

taskschedule TS

WHERE  RB.reportid = RH.reportid

       AND TS.scheduleunitid = RB.broadcastid




20)  Entry page for existing users:

SELECT person.firstname as "First Name",

person.lastname as "Last Name",

ipclass.emailleft as "Login ID",



FROM   personconfiguration,



WHERE  configcode = 'ENTRYPAGE'

       AND person.ipperson = ipclass.ipid

       AND personconfiguration.ipperson = ipclass.ipid



21) Number of reports that are currently cached and the category they belong to:

SELECT a.categorycode,


       Count (DISTINCT a.reportid) as "Report Count"

FROM   reportheader a,

reportinstance b,

documentitem c

WHERE  a.reportid = b.reportid

       AND a.reportid = c.subjectid

GROUP  BY a.categorycode,



22) List of cached reports in the document data table and count of reports copies per category:

SELECT a.reportid,


       Count (b.reportinstanceid) AS ReportInstance#,




FROM   reportheader a,

reportinstance b,

documentitem c

WHERE  a.reportid = b.reportid

       AND a.reportid = c.subjectid

GROUP  BY a.categorycode,




c. subjectid


23) Count of different types of Dashboard Events:




   COUNT(DISTINCT("Events"."EventId")) as "Event Count"


   select * from Event


Select * from EventArchive


) AS "Events"










24) Count of Users belonging to a Specific Group:


"User Group Details"."ShortDescription" as "Group Name",

   COUNT(DISTINCT("User"."IpPerson")) as "Users"

FROM "Person" AS "User"

LEFT OUTER JOIN "AccessGroupFlat" AS "User Group"

ON (

"User"."IpPerson" = "User Group"."IpPerson"


LEFT OUTER JOIN "AccessGroup" AS "User Group Details"

ON (

"User Group"."AccessGroupId" = "User Group Details"."AccessGroupId"



"User Group Details"."ShortDescription" IS NOT NULL


GROUP BY  "User Group Details"."ShortDescription"




25) Count of Users belonging to a specific Role:


   "User Role Details"."ShortDescription" as "Role Name",

   COUNT(DISTINCT("User"."IpPerson")) as "Users"

FROM "Person" AS "User"

INNER JOIN "StaffMemberRole" AS "User Role"

ON (

   "User"."IpPerson" = "User Role"."IpEmployee"


INNER JOIN "OrgReferenceCodeDesc" AS "User Role Details"

ON (

   "User Role"."RoleCode" = "User Role Details"."RefCode"



   "User Role Details"."ShortDescription"



26) Avg Report Run Time:



   AVG("Report Instance"."ReportDuration") as "Average Runtime",

   AVG("Report Instance"."RowsProcessed") as "Average Rows",


FROM "ReportHeader" AS "Report"

LEFT OUTER JOIN "ReportInstance" AS "Report Instance"

ON (

"Report"."ReportId" = "Report Instance"."ReportId"



"Report"."RoleCode" != N'SUBQUERY'



"Report"."ReportStatusCode" = N'OPEN'

   AND "Report"."RoleCode" != N'SUBQUERY'






HAVING AVG("Report Instance"."ReportDuration") IS NOT NULL


Note - ReportDuration Column present in ReportInstance table represents the time report query takes to return from the database. This is NOT the total time the report takes to fully render in the browser. Rendering in the browser will take longer for reports with large amounts of post processing elements like cross-tabs, analytical functions, etc. This value is measured in whole seconds. The datatype is an INT, and therefore can't show less than 1 second with precision. This is why a large number of values in this column may be 0.



27) Available Fonts in Smart Reporting:


FROM   configuration





28) List of Views in a specific Org:


FROM   reportview v,

reportviewsource s

WHERE  v.sourceid = s.sourceid

       AND v.viewstatuscode NOT IN ( 'DELETED', 'REPLACED', 'ROLLEDBACK' )

       AND s.accesscode != 'DELETED'

       AND ( s.iporg = (SELECT iporg

                        FROM   organisation

                        WHERE  orgname = 'calbro_Calbro Services') )

       AND viewname = 'New View'


The above query will list all active Views present in 'calbro_Calbro Services' Client Org.


29) Private Reports accessible by a Specific User:

SELECT entityid,





FROM   accesslevel

WHERE  entitytypecode = 'PRIVATEREPORT'

       AND ( ( accesssubjectcode = 'PERSON'

AND accessgroupid = 12251 )

OR ( accesssubjectcode = 'GROUP'

AND accessgroupid IN (SELECT accessgroupid

                                         FROM accessgroupflat

                                         WHERE  ipperson = (SELECT ipid

FROM ipclass


emailleft = 'sradmin'))

) )


The above query will list all accessible private reports for “sradmin” User.


30) Query to verify the EXTERNALURLPARAMS (Share Link Parameters):

select * from configuration  where configcode = 'EXTERNALURLPARAMS'


31) List of all PRIVATE Content folders:

SELECT * FROM   contentmanagement WHERE  loginaccesscode = 'ACCESSLEVEL'


32) List of all Content folders where Expert Approval is set:


FROM   contentmanagement

WHERE  approvalflag = 1


33) Data Source Usage:


"Data Source"."SourceName",

   COUNT(DISTINCT("Report"."PublishUUID")) as "Active Reports",

   COUNT(DISTINCT("Events"."EventId")) as "Report Hits"


   select * from Event


Select * from EventArchive


) AS "Events"

LEFT OUTER JOIN "ReportHeader" AS "Report"

ON (

"Events"."ContentId" = "Report"."ReportId"



"Report"."RoleCode" != N'SUBQUERY'


LEFT OUTER JOIN "ReportView" AS "View"

ON (

"Report"."ViewId" = "View"."ViewId"


LEFT OUTER JOIN "ReportViewSource" AS "Data Source"

ON (

"View"."SourceId" = "Data Source"."SourceId"



"Events"."EventCode" IN (N'DASHRUN', N'RPTRUN')

   AND "Report"."ReportStatusCode" = N'OPEN'

   AND "Data Source".SourceName in ('AR System')



"Data Source"."SourceName"



34) View Usage:



   COUNT(DISTINCT("Report"."PublishUUID")) as "Active Reports",

   COUNT(DISTINCT("Events"."EventId")) as "Report Hits"


   select * from Event


Select * from EventArchive


) AS "Events"

LEFT OUTER JOIN "ReportHeader" AS "Report"

ON (

   "Events"."ContentId" = "Report"."ReportId"



   "Report"."RoleCode" != N'SUBQUERY'


LEFT OUTER JOIN "ReportView" AS "View"

ON (

   "Report"."ViewId" = "View"."ViewId"



   "View"."ViewStatusCode" NOT IN (N'DELETED', N'REPLACED')

   AND "Events"."EventCode" IN (N'DASHRUN', N'RPTRUN')

   AND "Report"."ReportStatusCode" = N'OPEN'







Disclaimer - It is not recommended to perform any kind of DML and DDL operations on Repository DB, It may break referential integrity of content Metadata.


I hope you found this post helpful in understanding Smart Reporting DB Repository. Also take an opportunity to visit our Smart Reporting User Group Get Started with Smart Reporting


You can find additional blogs like this at  The specified item was not found.


Smart Reporting provides powerful options which allow you to format report records depending on the presence of certain conditions. For example, you can highlight a record if a due date is past.


In this blog I will show how you can create a simple traffic light or red, amber, green (RAG) report, which will highlight incidents that are past SLA in red, those that are close to their SLA resolution date in orange and those with plenty of time left in green.


First create your report, in this example I have created a simple incident report.


I want to use a traffic light system to highlight incidents that are close to or past their Required Resolution Date.

Change the background cell colour based on resolution due date

Click on Conditional Formatting:


Select Required Resolution Date then set up three alerts, making sure that Dynamic Date is selected.


The rules are:

- If Required Resolution Date is Less than or equal to Current date - cell colour Red

- If Required Resolution Date is Between Current date + 1 and Current date + 4 - cell colour Orange

- If Required Resolution Date is Greater than or equal to Current date + 5 days - cell colour Green


Below are some screenshots of the results (Current date was 12 February 2019).



A common format in RAG reports is to use an icon. You can also achieve this through conditional formatting.


Create a traffic light icon field based on resolution due date

Add another column to your report. I have added another Required Resolution Date column/field and I have renamed it 'RAG'.


Under Conditional Formatting select Icon in the Style drop down menu.


The Icon Set menu will appear. Select Traffic Lights. Set up your alerts in a similar way as the screenshot below:


Here is the resulting report.


Share:| includes a useful tool to help you manage your RaaS change requests. The Change Calendar shows all scheduled changes by assigned group and change status as well as changes for the past 90-day period. The calendar shows both your changes (for example, code promotions) and BMC-initiated (for example, maintenance activities) changes.


Accessing the Change Calendar

Login to Scroll down to Other services and click on Change calendar
The calendar can be viewed by:

  • Year
  • Month
  • Week
  • Day
  • List (a list view of changes)

The calendar can be filtered by Assigned Group and Change Status.

Assigned Group

  • DBA
  • Infosec
  • ITSM Applications

Change Status

  • Closed
  • Completed
  • Implementation in Progress
  • Scheduled for Approval


Viewing upcoming changes

The Year, Month, Week and Day tabs allow you to view upcoming changes over different time periods.


To view ALL upcoming changes select the List tab.  Click the filter option All Events and tick Upcoming events. You can drill down further using the Assigned Group and Change Status filters.
Selecting All events will include all past changes for the last 90 days.


Viewing completed or closed changes

To check whether a change has been completed simply filter by Change Status and Completed. For closed changes (not necessarily completed) tick the Closed option.


Searching for changes

To the right of the tabs is a search box. To find a specific change request enter the reference number in the search box. You can also search by keyword.



Viewing the details of a particular change

In the calendar view you can view the details of each change by clicking on the change request reference.  This will show a pop-up box with more details including a link to view the full change request record.




please make sure to follow the blogpost published by our SaaS Security team on how the recently identified vulnerability is managed in our cloud.

It has been categorized as LOW risk, and will thus be remediated as part of scheduled maintenance.

Helix Security Advisory: Remedy AR System Vulnerability Update




Best regards



Lead Business relationship Manager

BMC Helix SaaS Operations

Karl-Anders Falk


In SmartIT inline styles can be used to apply css to tables and images. This can be useful when you need to tweak how an image or table appears in a specific article. For example, you might want to make an image stand out by adding shadow or highlight alternate rows in a table to add interest.


How to apply inline styles to images

Add an image by clicking the image icon.

Select the Advanced tab in the Image Properties dialog box.

If you have added width and height in Image Info the parameters will appear in the Style field. Simply add additional styles here, for example to add a shadow to an image enter

box-shadow: 10px 10px grey;


Useful image styles

Rounded image corners

Use border-radius. For example:

border-radius: 8px; - rounded corners

border-radius: 50px; - circled image


Responsive images

Responsive images will automatically adjust to fit the size of the screen.

max-width: 100%; height: auto;


For more on styling images see CSS Styling Images

How to apply inline styles to tables


Add a new table or right click an existing table. Select the Advanced tab in the table properties dialog box to see the Style field.

For tables you may find that built in table classes provide the effect you need. For example to make alternate rows shaded enter table-striped in the stylesheet classes field.

Other classes you might find useful are below:

.tableApplies basic styling to tables.
.table-borderedApplies borders on all sides of the table and cells.
.table-hoverAdds a hover effect with a grey background on table rows.
.table-condensedCuts cell padding in half to make the table more compact.
.table-responsiveCreates a responsive table. The table will then scroll horizontally on small devices (under 768px)


Read more on bootstrap tables.


Dear customers,

please see what is new in the BMC Helix Multi-Cloud solution in this blog-post.


Best Regards



Karl-Anders Falk

Lead Business Relationship Manager

Helix SaaS Operations


Dear Remedy as a Service Community,

read this newsletter about what has been released as of late.


Hot Off The Press: December 2018


Best Regards



Lead Business Relationship Manager

Helix RaaS Operations


Dear all,

a new blog is posted listing news in Digital Workplace 1811, just recently released.


What's new in BMC Digital Workplace 18.11 ?


Best Regards



Karl-Anders Falk

Lease Business Relationship Manager

Helix RaaS Operations


InformationWeek say:

"The largest cloud providers may be familiar names, but their offerings are changing and the cloud marketplace is rapidly evolving. Browse our list of cloud vendors to watch in 2019.


BMC (@BMCSoftware) offers a suite of management tools that provide monitoring, security, automation, and cost control for multi-cloud environments. Specifically, the Helix multi-cloud management platform should be of specific interest for businesses looking to gain advantage with multi-cloud architectures."


Read the full article here:


Remedy ITSM Remedy AR System Digital Workplace / MyIT Developer Community


With BMC’s Digital Workplace and SmartIT becoming an integral part of many customers Helix Remedy Solution, it’s more important than ever that customers understand these product’s capabilities and the benefits that they can deliver to your business!


Below is a brief overview of each product.


Digital Workplace.


Digital Workplace (DWP) is a self-service application for business users to connect with IT, HR, etc.  anywhere, anytime, on any device. Digital Workplace gives employees access to a consumer oriented experience, with one stop shopping for the technology tools they need to work effortlessly.


Digital Workplace is highly configurable. Features available to users in the client applications depend on which functionality is enabled and how Digital Workplace is configured.

Employees can use any supported mobile device or desktop browser for self-service, to enter trouble tickets, and to contact IT.


DWP with example configuration -



With Digital Workplace Advanced, employees can monitor the status of services and schedule appointments to meet with IT. When traveling, users can instantly find important information about their corporate campuses—from directions from the airport to floor maps of company office layouts that provide an easy way to find conference rooms, printers, and other assets in unfamiliar locations—anytime and anywhere. Employees can make requests specific to their personal assets and services. For example, they might request accessories for their laptop. With Digital Workplace Catalogue, service catalogue administrators can design services that are fulfilled by external systems. Services previously made available to employees in separate catalogues can be unified in a single service catalogue.


The Digital Workplace client applications can assist users throughout their day. The client applications show meeting schedules, required services, outstanding requests, and ongoing discussions about the people, places, and resources that the users choose to follow. The social media-like interface helps users to find location maps, reserve meeting rooms, install software, upgrade equipment, and book appointments. Employees can now have an easy way to interact with the corporate IT department from their mobile devices or a browser.


To find out more please follow this link –


Smart IT


Remedy with Smart IT (Smart IT) is the next-generation BMC Remedy IT Service Management user experience. Basic BMC Remedy ITSM processes—creating tickets, viewing related items such as tickets, assets, or knowledge articles, and updating profile information—are now easier and quicker. The Smart IT user interface reduces the steps involved in performing these tasks. It provides an intuitive, social, and mobile service desk experience that enables a more knowledgeable and collaborative workforce organized around IT roles, not modules.




Smart IT enables you to:

  • Experience an elegant, friction-free UI designed for specific BMC Remedy ITSM roles.
  • Access all relevant information in a single window, for a 360-degree view of your customer, service history, and related incidents.
  • Experience anytime, anywhere access to complete ITSM functionality from the field (mobile-first design).
  • Share knowledge and collaborate in real time.


Why Smart IT?


Using Smart IT provides several benefits:

  • Faster and more efficient ticket logging.
  • View of related knowledge articles from within a ticket, for faster ticket resolution and easier information search.
  • Collaboration tools to share knowledge within a team.
  • Single-level categorization selection.
  • Customization options for adding field to your views.
  • Single-level editing of a ticket.


Smart IT and Digital Workplace are tightly integrated and together deliver an exceptional user experience to both sides of the service desk.

Digital Workplace is aimed at business users, whereas Smart IT is primarily for support staff.


To find out more please follow this link –


As always, your Business Relationship Manager stands ready to help should you need any assistance!


Digital transformation is a phrase that you may have heard numerous times over the past year and perhaps it has sparked your interest.  Do you find yourself asking, “What does this really mean?” If terms like “Monolithic Architecture”, “Microservices” and “Containerization” have your head spinning – don’t worry, you are not alone. Let’s break these concepts down one by one and talk about what they mean for you as a BMC Helix Customer.


Here’s the skinny for you techies:


When you think about Monolithic Architecture, think about a traditional “enterprise application” - you have a database, an application running on a server somewhere, and a client-side user interface (often accessed via a browser). It is a monolith – one large, single pillar or executable. To add functionality to your application, an updated version of the entire application must be deployed on the server. In today’s DevOps world, you can compare this to Stonehenge.


Now enter stage left - Microservices and Containers…


Microservices are easy to explain. They are essentially a subcomponent of that “enterprise application” - think Smart IT, RSSO, Smart Reporting, etc. Containers (a little more complicated), wrap these microservices. You may have heard that Containers are the next evolution of Virtual Machines (VM’s), but the truth is they can (and often do) coexist. Containers decouple the application from the OS and are platform independent. They package independent components of an “enterprise application” and are designed to be lightweight, consuming the OS of their host. They can run anywhere! Multiple containers can be deployed in a single VM, but they can also be deployed directly on the underlying infrastructure.


Now that we have the more technical details out of the way, WHAT DOES THIS MEAN FOR YOUR BUSINESS?

  1. Containers are agile; they can quickly be deployed. As new functionality becomes available, these innovations can be deployed to your business users rapidly. You can easily adopt new releases and no longer need to set aside valuable resource time for an extended upgrade project.
  2. Containers scale to fit your needs. With the help of tools like Kubernetes, if you need more resources (or less), we can quickly add (or remove) them with no impact to your business.
  3. Containers can be deployed in our BMC Cloud or in public clouds (such as AWS or AZURE) enabling us to offer our service in the cloud of your choice, helping you align your enterprise solutions with your corporate cloud strategy.


Here is the bottom line: MORE agility, MORE scalability and MORE flexibility for what matters most to your business. Sounds pretty transformative to me!


If you’d like more information regarding any of these terms we’ve covered here or what BMC Helix means to you, please reach out your Business Relationship Manager.


Matt Fitzgerald

BMC Helix

Posted by Matt Fitzgerald Employee Aug 14, 2018

On 05th June 2018, BMC launched BMC Helix Cognitive Service Management, which delivers everything-as-a-service with intelligent, omni-channel experiences in the cloud.


BMC Helix is BMC’s new brand end-to-end, multi-cloud SaaS offering that reinvents traditional ITSM by integrating cognitive technologies like artificial intelligence and machine learning, by helping companies address the challenge of ITSM in a multi-cloud environment, and by giving customers a new choice to decide in which Cloud the ITSM service is offered.


With BMC Helix, customers can transform every layer of service delivery for end users, agents, and developers, evolving their ITSM service management from reactive to proactive and predictive with the highest level of accuracy and speed.


BMC Helix is BMC’s common brand for the suite of SaaS offerings centred around Remedy, Business Workflows, Digital Workplace, Discovery, Client Management and Innovation Suite.


These core solutions can be expanded by optional add-ons, such as:


  • BMC Helix Chatbot, integrated with BMC Helix Business Workflows and BMC Helix Digital Workplace, driving an omni-channel experience for end users with support not just for Web, but also for Slackbot, Chatbot, SMS, and Skype.



  • BMC Helix Cognitive Automation, integrated with BMC Helix Remedy, BMC Helix Innovation Suite, and BMC Helix Business Workflows, allowing solutions to use a Machine Learning service to automatically classify unstructured data within the solutions, helping companies e.g. with auto-categorization of tickets or auto-selection of case templates when creating cases from incoming email.


With the delivery as SaaS model, BMC helps enterprises to effectively run their ITSM solution by reducing time and effort of upgrades, driving operational efficiencies, and scaling elastically.


At the core of BMC Helix are three key attributes, which reflect BMC’s focus and uniqueness:


  • Cloud to Multi-Cloud: BMC Helix delivers all capabilities as-a-service, helping customers to easily consume and stay current with their ITSM capabilities. On top of that, BMC enables efficient ITSM processes in a multi-cloud, multi-provider IT landscape.


  • Containers: BMC Helix is a SaaS offering provided in customers’ choice of cloud, including AWS and BMC Cloud. Containers enable BMC to deliver this choice of cloud.


  • Cognitive: BMC Helix helps enterprises transform from ITSM to Cognitive Service Management with artificial intelligence, machine learning, bots, and virtual agents


More info about BMC Helix is available at

Filter Blog

By date:
By tag: