This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

To view the latest version, select the version from the Product version menu.

Issue when using BMC Remedy IT Service Management Suite 8.1 on Microsoft Windows 8.0 with IE 10 or Microsoft Windows 8.1 with IE 11

Due to a Microsoft defect related to Internet Explorer 10 (Microsoft support ticket number 113100110828856) and Internet Explorer 11, when using BMC Remedy IT Service Management version 8.1 on Microsoft Windows 8.0 or Microsoft Windows 8.1, you may experience performance problems wherein the Client CPU reaches 100% and does not respond for an extended period of time.


This Internet Explorer 10 and Internet Explorer 11 defect does not occur with BMC Remedy IT Service Management version 7.6.04. Also, this defect does not occur with Microsoft Windows 7 as the operating system.

To resolve this issue, use either of the following options:

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  1. Ben Kolp

    To which CPU does this article refer? The client CPU or the Mid Tier CPU?

    Jan 06, 2014 06:58
  2. Surabhee Kulkarni

    Thank you for your comment. This topic refers to the Client CPU.

    Jan 07, 2014 12:35
    1. Ben Kolp

      Thank you for the update.

      Jan 07, 2014 09:38
  3. Robert Fowler

    We've opened another Microsoft case - 114012011115092 - for this issue. The more cases/customers on this issue the quicker it should get resolved. Per out Microsoft TAM:
    Our engineers may need to spend a little bit of time with you to verify that you are experiencing the exact same issue, but the existing case has already been classified as a bug and any time spent on your case will not be charged if it is verified to be the same issue. 

    Jan 21, 2014 08:19
  4. Bala Baskaran

    We see performance issues while searching on INC ticket on the global search in IE 10 running on Win 7 Enterprise.


    The same search just works fine on Chrome.


    Has anyone faced this issue in your environment.

    Feb 28, 2014 11:10
  5. Tony Ruff

    If the previous version of your code works but your latest version does not, what is different in the 7.6.04 version of ITSM (specifically midtier) compared to the 8.1 version? Secondly, rather than waiting on Microsoft to take some sort of action why would you not consider being pro-active and address the 8.1 problem by fixing it with code from your previous version? Can you please explain why this isnt an option?

    This becomes particularly compelling when you add the fact that 7.6.04 midtier seems to outperform 8.1 mid-tier on IE8 by a full second and provides no increases in speed for IE9 or IE10 versions of the browser.

    Thanks for any answers you can provide!

    Mar 06, 2014 10:02
  6. Fairooz Habeeb

    End users re being frustrated with the recommendation and workaround as IE11 is in the market for more than year. Please let me know if there any progress on this issue and when BMC is planning to finish their testing and confirm the compatibility with IE11.

    Our customer has around 15 major application running on IE 11 , as of today, only application not supported by IE11 is Remedy 8.1. This gives very bad impression on the product development as well as R&D effort done by BMC.


    Aug 04, 2014 12:33