This documentation supports the 9.1 version of Change Management.

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

9.1.02: Service Pack 2

This table provides information about fixes and updates in this service pack, and provides instructions for downloading and installing the service pack.

Enhancements in Service Pack 2

To learn about new features added to this service pack, see Enhancements

For more information about enhancements in BMC Remedy ITSM Suite, see Service Pack 2 enhancements.

Known and corrected issues
  • Known and corrected issues
  • Application installation and upgrade known and corrected issues in BMC Remedy IT Service Management Deployment documentation.
Downloading the service packFor download instructions, see Downloading the installation files.
Installing the service pack

If you are installing the product for the first time, see  Installing BMC Remedy ITSM  in BMC Remedy IT Service Management Deployment documentation.

If you are installing this service pack as an upgrade, see  Upgrading BMC Remedy ITSM in BMC Remedy IT Service Management Deployment documentation.

Note: To avoid import failures, upgrade BMC Remedy AR System and BMC Atrium Core to 9.1.02 before installing BMC Remedy ITSM Suite 9.1.02.


BMC Change Management version 9.1.02 includes the following automation enhancements:

  • Support to configure rules for requests from automation system—You can configure rules specific to requests from the automation system by using the new Automation System tab added to the Change Configuration Rules form. To configure rules, see Configuring change rules.
  • View the details of an automation task associated with a change record—Whenever there is a change request from an automation system, a change record is created and an automatic task is associated with the change record. The automatic task represents the automation job. The job ID, instance ID, job version, and job type are populated in the new Job Details tab of the Task form. For details, see Viewing job details of an automatic task.
  •  Define Integration and Schedule job commands—The Automatic tab on the Task Template now allows you to define the following commands:
    • Integration job: This command represents an automatic task used for integration with automation system.
    • Schedule job: This command represents an automatic task, which triggers a job in automation system.

For details, see Defining automatic commands.

  • Third-party integrations—If you are using an external automation system, use BMC Remedy Change Management system web services to create and update Request For Change. For details, see Third-party integrations .
  • Template selection rules—Starting from 9.1.02, templates are dynamically applied to a change record. This enhancement ensures that change records are quickly created and relevant attributes are applied to enrich the change record. To ensure that correct templates are searched, optionally, you can define template selection rules by using the new Template Selection Configuration interface. Using the new UI, you can create, edit, delete, and search template selection rules.  For details, see Configuring change template selection rules.
  • Support to enable all the task templates for Change-Initiated jobYou can select a task template specific to Change-Initiated Job use case. In the Select Template dialogue box, you must enable the following criteria: 
    • Type as Automatic
    • Automatic Command as Scheduled Job

For details, see Relating predefined task group or task templates to a change request.

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  1. Veeral Oza

    There appears to be an approval issue with this service pack.

    I created 2 individual approval mapping for Global Review Process and then tested this for change request.

    It is bypassing the approval.


    Veeral Oza

    Dec 13, 2016 12:14
    1. Mokshada Shivarekar


      I will work with the SME and get back to you.



      Jan 04, 2017 11:26
    1. Mokshada Shivarekar


      Can you please confirm whether all the steps to configure approval mappings were followed?

      If you could let us know the exact details of mappings you configured, the problem can be investigated in depth.

      Thanks and regards,


      Jan 10, 2017 03:10
  2. Veeral Oza

    I figured this out and also discussed this with BMC. Below is the update after discussion.


    The company field in various tabs of approval mapping is automatically populated in this version. Whereas it used to be dot (.) in the previous version. Once I replaced the Change Implementer company with dot, approvals started working.

    Feb 07, 2017 09:00