This documentation supports the 20.02 version of Remedy Action Request (AR) System.

To view an earlier version, select the version from the Product version menu.

Release notes and notices

Learn what’s new or changed for Remedy Action Request System 20.02, including new features, urgent issues, documentation updates, and fixes or patches. Also know about license entitlement information for the release.

The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy AR System 20.02 release.


To stay informed of changes to this space, place a watch on this page.

Related topics

BMC CMDB Release notes and notices

Remedy IT Service Management Suite Release notes and notices

Remedy Smart Reporting Release notes and notices

Remedy deployment Release notes and notices

Known and corrected issues

Support information

The following table lists the enhancements in this release:




October 06, 2020Patch 2 for version 20.02

This patch consolidates all the patches and hot fixes delivered for Remedy AR System version 20.02 and later into a single patch release. Patch 02 contains the updates delivered in Patch 01 for version 20.02, including Adobe Flash replacement capabilities.


Before you install this patch, ensure that Remedy AR System version 20.02 is installed.
August 28, 2020Patch 1 for version 20.02


Patch 2 for version 20.02 is available. You must directly upgrade from version 20.02 to Patch 2 (20.02.02) of Remedy IT Service Management Suite.

This patch consolidates all the hot fixes delivered for Remedy AR System version 20.02 and later into a single patch release. Following updates are available in the patch release:

  • Replacing Adobe Flash with HTML 5 in Remedy Mid Tier

    We have implemented viable alternatives to use Remedy without Adobe Flash Player and enhanced the following product capabilities and features:

      • Ability to render sequence diagram or table by using HTML rendering. The sequence diagram is displayed when you click the Approval Details icon  on Approval Central. For more information, see Approval Central.
      • Enhanced various BMC CMDB UI capabilities such as Dynamic Service Modeling, CMDB Audit, Federated Class Management.
      • Ability to access the new CMDB Explorer through Remedy ITSM applications.
      • Enhanced visualization features such as creating and viewing processes in BMC Service Request Management.
      • The Openfire Chat plug-in is not supported with Remedy AR System. You can use Smart IT Openfire Chat for agent-to-agent communication.
  • Support for OAuth 2.0 authentication for EWS protocol in Email Engine

February 21, 2020

20.02 enhancements

Enhancements available in this release:

  • (Versions 19.11 and later) Ability to send event notifications from AR System form to external applications
  • (Versions 19.11 and later) New REST API endpoints to retrieve menu metadata
  • (Versions 19.11 and later) Improved search results (FTS and MFS) with exact match of search strings
  • Third-party compatibility update
  • Removal of bundled Tomcat from ITSM Suite installer
  • Additional configuration checks for Remedy AR System
  • (Versions 19.11 and later) The URL-Safe-Encode command to encode the URL input
  • (Versions 19.11 and later) A new report format called Spudsoft Excel for AR Web reports

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