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This documentation supports the 9.1 version of Change Management.

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


BMC

Remedy Change Management 9.1

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 17 Sep
This section provides information about what is new or changed in BMC Change Management version 9.1.00, including urgent issues, documentation updates, service packs, and patches.

Note

This section only includes information about changes since the most recent release of BMC 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 7.6.04, review the release notes for versions 8.0, 8.1, and 9.0.

Related topics

Classic view no longer supported in BMC Remedy ITSM

As announced earlier, Classic Views are no longer supported in versions 9.0 and later of BMC Remedy ITSM and its applications. The Classic Views and its settings were included in version 9.0 to help customers transition to BMC Remedy with Smart IT or the Best Practice views.

Starting with Service Pack 1 for version 9.0, the preferences set at Company, Support Group or Individual level to use the Classic View are no longer applicable. For more information about the end of life of the Classic View forms, see earlier BMC Remedy ITSM product announcements available at Product announcements for BMC Remedy IT Service Management Suite .

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DateTitleSummary
December 5, 20179.1.04

This release consolidates all the Hot Fixes delivered for BMC Service Desk version 9.1 and later into version 9.1.04. This version includes the following enhancements.

  • Approval mapping for individuals or support groups related to a CI

  • Fortification of user permissions to work with tasks

June 9, 20169.1.03: Service Pack 3Service Pack 3 release for BMC Change Management version 9.1.00.
May 31, 20171.6.00 enhancements

Enhancements available in version 1.6.00 of Remedy with Smart IT (Smart IT) are:

  • Support for release management capabilities
  • Fortification of key areas in Smart IT
  • Re-signing and rebranding Smart IT on Apple iOS
  • Product name changes
  • Support for installing Smart IT on premises when using Digital Workplace OnDemand
December 5, 20169.1.02: Service Pack 2

Enhancements to change automation

December 5, 20161.5.01 enhancements

Enhancements available in version 1.5.01 of BMC Remedy with Smart IT (Smart IT) are:

  • Support for Decision tree knowledge articles
  • Capability to replace a broken asset in the field
  • Console preset filter enhancements
  • Support for automated change requests and tasks
  • Ticket access enhancements
  • Categorization enhancements
  • Date and time display format enhancements
  • Enhancements to recommended ticket templates
  • Custom status reason enhancements
  • Support for Data Compliance
  • Integration with BMC Client Management
  • Affected asset and affected services for incident ticket enhancements
  • Enhancements to the change request and knowledge article approval pane
June 23, 20169.1.01: Service Pack 1Service Pack 1 release for BMC Change Management version 9.1.00.
June 23, 20161.5.00 enhancements

Smart IT 1.5 introduces several enhancements:

  • High availability enhancement
  • Support for task sequencing
  • Usability enhancements
  • Security enhancements
  • Mobile enhancements
  • Support for the Hebrew locale
  • Include or exclude customer and contact name from the ticket title and description in Smart Recorder
  • Enhancements to the Knowledge-Centered Support (KCS) feature

In addition, BMC Remedy IT Service Management (BMC Remedy ITSM) 8.0.00 is the minimum supported version for Smart IT 1.5. BMC Remedy with Smart IT 1.4 and earlier continue to be supported by BMC Remedy ITSM 7.6.04 SP2 and above.

May 17, 2016Smart IT 1.4 performancePerformance information is now available for Smart IT 1.4.
April 07, 2016Documentation enhancement

Videos on user onboarding and content import in BMC Remedy Smart Reporting are now available.

February 26, 2016Documentation enhancements

February 24, 2016


1.4.00 enhancements

Smart IT 1.4 introduces several enhancements:

  • New Asset Management capabilities, including:
    • Asset Console for locating and managing assets
    • Create and update assets
    • Grouped assets and additional asset types
    • Smart receiving from mobile devices
    • Customization of the Asset View
    • Visual CI explorer
    • Create an incident, work order, or change request from an asset
    • Relate an asset to another asset
  • Enable or disable application modules for phased roll out
  • Add new customer from Smart Recorder
  • Add approvers to change requests
  • Apple Watch support
  • Upgrade enhancements
December 22, 2015Version 9.1.00

BMC Change Management provides defect fixes for this release. For more details, see

December 18, 2015Service Pack 1 for version 1.3 of BMC Remedy with Smart IT

Enhancements available in this release:

  • Functionality to support Knowledge-Centered Support (KCS) framework
  • Support for BMC Remedy ITSM 9.1 enhancements
  • Upgrade directly to Smart IT 1.3.01 from version 1.2.00
  • User experience enhancements
  • Accessibility enhancement
  • Support for Microsoft Edge browser

Note: BMC Remedy ITSM version 9.1.00 is compatible with Service Pack 1 for version 1.3 of BMC Remedy with Smart IT. It does not support earlier versions of Smart IT.

 

 


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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