This documentation supports the 18.08 version of Change Management.

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

Customizing BMC Remedy OnDemand and BMC Remedy ITSM

This section describes the BMC recommendations to customize the BMC Remedy ITSM applications on both, BMC Helix ITSM and BMC Remedy ITSM on-premise environments for seamless upgrades. It also discusses how to use BMC Remedy Action Request (AR) System Overlays feature to customize BMC Remedy ITSM applications.

BMC Remedy ITSM applications are built on the platform supplied by BMC Remedy AR System. This enables experienced administrators, workflow developers, and consultants to extend and customize the behavior of the applications to meet the changing needs of your organization and to integrate them with other applications. For example, if the out-of-the-box BMC Asset Management application does not meet your needs, you can customize it. If you customize Asset Management, you might also need to extend the BMC Atrium CMDB.

Typical customization work includes adding BMC Remedy AR System filters and active links to enhance workflow.


Do not use the BMC Remedy Approval Server forms to define custom rules and processes. Instead, use the advanced configuration options that are available in BMC Remedy ITSM, as described in Configuring advanced options.

The following topics are discussed:

BMC offers courses for beginners through advanced workflow developers. For more information, visit BMC education at


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