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This documentation supports the 20.02 version of Remedy Change Management.

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


ITSM

Remedy Change Management 20.02

All versions
Remedy IT Service Management Suite (Remedy ITSM Suite) and BMC Helix ITSM service provide out of-the-box IT Information Library (ITIL) service support functionality. Remedy ITSM Suite and BMC Helix ITSM service streamline and automate the processes around IT service desk, asset management, and change management operations. It also enables you to link your business services to your IT infrastructure to help you manage the impact of technology changes on business and business changes on technology — in real time and into the future. In addition, you can understand and optimize the user experience, balance current and future infrastructure investments, and view potential impact on the business by using a real-time service model.

Release notes and notices
updated 25 Sep


Learn what’s new or changed for Remedy Change Management version 20.02 including new features, urgent issues, documentation updates, and fixes or patches. 

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

Note

This section only includes information about changes since the most recent release of Remedy Change Management. If you are upgrading from a previous release, review the release notes for all applicable versions of the product. For example, if you are upgrading from version 9.0, review the release notes for versions 9.1, 18.05, 18.08, 19.02, 19.08, and 19.11.

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Related topics

Known and corrected issues

Support information

Remedy IT Service Management Suite release notes

DateTitleSummary
August 28, 2020Patch 1 for version 20.02

This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator) and includes updates to replace the Flash-based capabilities in the Remedy ITSM suite.

February 21, 202020.02 enhancements

Enhancements to Remedy Change Management are:

  • Faster loading of collision detection

For the Remedy IT Service Management Suite enhancements, see Remedy IT Service Management Suite enhancements .



Getting started

 

Using

 

As an end user, access and navigate the interface and work with records and reports.

Developing

 

As a developer, customize BMC Remedy ITSM and develop integrations.

Administering

 

As an administrator, configure application preferences and options for Remedy Change Management.

Integrating

 

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

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.

Planning

 

(On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements.

Installing

 

(On-premises only) Install and perform initial system configuration.

Upgrading

 

(On-premises only) Upgrade based on the latest system requirements and software.
PDFs

 
Additional resources

The following hyperlinks provide information outside of the Remedy Change Management documentation that you might find helpful:
  • BMC Communities, BMC Remedy community
  • Change Management Support page, Remedy Change Management Support
  • Search the BMC Support Knowledge base
  • BMC Educational Services, Remedy ITSM Suite learning path
  • BMC Global Services, Remedy ITSM offerings
  • www.bmc.com information about Remedy ITSM Suite
  • Documentation for related products
    • BMC IT Service Management Suite documentation
    • BMC Asset Management documentation
    • BMC Knowledge Management documentation
    • BMC Service Desk documentation
    • BMC Service Level Management documentation
    • BMC Service Request Management documentation
    • BMC Remedy AR System Server documentation
    • BMC Atrium Core documentation

The following site, which is not created or endorsed by BMC, also provides information that you might find helpful:

  • The Action Request System discussion list, ARSLIST
 
FAQs

This topic provides answers to frequently asked questions (FAQ) about Change Management.
 How do I add risk factors and risk factor questions for performing risk analysis?

Use the Application Administration Console to add risk factors and risk factor questions. For instructions, refer to the following topics:

 How do I create alternate approvers?

Use the Alternate Approvers tab on the CTM:People form to set up alternate approvers. For more information, see Adding alternate approvers.

Alternatively, you can use the AP:Administration form to define a process administrator for the approval process. For more information, see Working with the AP-Administration form in the Remedy AR System online documentation.

 As an approver, how do I request additional information in an approval signature?

See Requesting more information about approval requests in the Remedy AR System online documentation.

 As a requester, how do I respond to requests for more information in an approval signature?

See  Viewing and responding to More Information requests in the Remedy AR System online documentation.

 How do I enable Task Phase Management?

Use the Change Configuration Rules form to enable Task Phase Management. For more information, see Configuring change rules.

Also see related topics:

 How do I create custom filter options on the Change Management Console?

See Managing custom searches.

 How do I create custom process flows for Change Management?

Use the Application Administration Console to define a custom change lifecycle and custom status transitions. For instructions, see Configuring custom process flows.

 How do I disable automatic assignment if I leave the Change Coordinator and Change Manager fields blank in a change request?

On the Change Configuration Rules form, set Assignment Engine Integration to No. For more information, see Configuring change rules.

 How do I create custom notifications for approval signatures?

Use the Notification tab on the AP:Administration form to create notifications. For more information, see Defining notifications in the Remedy AR System online documentation.

 How do I enable logging for approval debugging?

Perform the following steps:

  1. In the Applications sliding menu, select Quick links > Approval Administration Console > Server settings (in the navigation panel) to open the AP:Admin-ServerSettings form.
  2. Select the Approval Debug Mode check box.
  3. Specify the location of the log file.
  4. Click Save.

For more information, see BMC Remedy Approval Server debug log in the Remedy AR System online documentation.

 

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Last modified by Surabhee Kulkarni on Sep 17, 2020
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