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    BMC Intelligent Ticketing 2.0.00

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    The following table explains the combinations of ITSM and BPPM versions supported by BMC Intelligent Ticketing 2.0.x.

    Important

    BMC Intelligent Ticketing is now called as BMC Service Resolution. On the EPD where you download the installer, search for "BMC Service Resolution". See Downloading the patch.

     ITSM
     7.6.04 SP48.0.008.1.008.1 SP1 and 8.1 SP2
    		9.0.00 and 9.0 SP1









    BPPM and BPPM Extensions






    		8.6.02 SP4

    (tick)
    Install Intelligent Ticketing 2.0 version on ITSM and BPPM

    		(error)
    Not supported

    (tick)
    Install Intelligent Ticketing 2.0.01 version on ITSM and BPPM

    (tick)
    Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues.

    		(tick) 
    Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues.
    9.0

    (tick)
    Install Intelligent Ticketing 2.0 version on ITSM and BPPM

    		(error)
    Not supported

    (tick)
    Install Intelligent Ticketing 2.0.01 version on ITSM and BPPM

    (tick)
    Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues.

    		(tick)
    Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues.
    9.0 SP1

    (tick)
    Install Intelligent Ticketing 2.0 version on ITSM and BPPM

    		(error)
    Not supported

    (tick)
    Install Intelligent Ticketing 2.0.01 version on ITSM and BPPM

    (tick)
    Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues.

    		(tick) 
    Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues.
    9.0 SP2

    (tick)
    Install Intelligent Ticketing 2.0 version on ITSM and BPPM

    		(error)
    Not supported

    (tick)
    Install Intelligent Ticketing 2.0.01 version on ITSM and BPPM

    (tick)
    Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues.

    		(tick)
    Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues.
    9.0 SP3

    (tick)
    Install Intelligent Ticketing 2.0 version on ITSM and BPPM

    		(error)
    Not supported

    (tick)
    Install Intelligent Ticketing 2.0.01 version on ITSM and BPPM

    (tick)

    Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues.

    (tick)

    Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues.
    9.5

    (tick)
    Install Intelligent Ticketing 2.0 version on ITSM

    		(error)
    Not supported

    (tick)
    Install Intelligent Ticketing 2.0.01 version on ITSM

    (tick)
    Install Intelligent Ticketing 2.0.01 version on ITSM

    		(tick) 
    Install Intelligent Ticketing 2.0.01 version on ITSM
    9.5 SP1(tick)
    Install Intelligent Ticketing 2.0 version on ITSM    		(error)
    Not supported    		(tick)
    Install BMC Service Resolution 3.0.01 version on ITSM    		(tick)
    Install BMC Service Resolution 3.0.01 on ITSM and BPPM    		(tick)
    Install BMC Service Resolution 3.0.01 version on ITSM and BPPM
    9.6(tick)
    Install Intelligent Ticketing 2.0 version on ITSM    		(error)
    Not supported    		(tick)
    Install BMC Service Resolution 3.0.01 version on ITSM    		(tick)
    Install BMC Service Resolution 3.0.01 version on ITSM and BPPM

    (tick)
    Install BMC Service Resolution 3.0.01 version on ITSM and BPPM

    Legend
    (tick)        Supported but not tested
    (tick)Supported but to be tested
    (tick)Supported and tested
    (error)Not supported

    Notes

    • For BPPM 8.6.02 SP4 version, install BPPM Extensions v9.0 SP2/SP3 on BMC Remedy AR System server.
    • To implement BMC Intelligent Ticketing with BMC Remedy ITSM Suite 8.1.00, you must download the BMC Intelligent Ticketing 2.0.01 package.
    • Intelligent Ticketing 2.0 features are installed as part of BPPM 9.5 installation.

    Related topics

    Installing

    Installing BMC Remedy ITSM Suite patch component

    Installing BMC ProactiveNet Performance Management patch component

    28 Comments

    1. Mark Stephens

      When will BMC Remedy ITSM suite 8.x be availabile?

    2. Michael Ashall

      Please confirm ITSM 8 question..

    3. Darius Wallace

      Yes ITSM v8.1 will be supported and should be available this week. At this time we do no have plans to support ITSM v8.0.

    4. Roland Pocek

      is this also valid for bppm 9.5 or will there be an update on the solution patch?

      1. Ashwini Mathad

        Hi Roland,

        Thank you for your comment.

        BPPM 9.5 includes Intelligent Ticketing 2.0 BPPM features. To get the ITSM related changes, you need to separately install the Intelligent Ticketing 2.0 or 2.0.01 patch, if you are using ITSM 7.6.04 SP4 or ITSM 8.1.00

        Regards,

        Ashwini

    5. Roland Pocek

      thanks for the info, so bppm 9.5 includes the features but the 9.5 cmdb extensions do not install the corresponding remedy changes?

      1. Ashwini Mathad

        Yes, you need to explicitly install the 2.0 patch after extension installer.

    6. Roland Pocek

      thanks but shouldnt the cmdb extenions for 9.5 also include the changes when bppm 9.5 does have all the changes included? (smile)

    7. Ashok Kumar Jha

      Hi Roland,

      You have a valid point. But then BMC is working on to create solution releases for Intelligent Ticketing. Also going forward, the extension installer will no longer be needed and we are working on it. I can't commit on when this is going to happen, but we are working in that direction.

      Hope this helps. Thanks.

    8. Roland Pocek

      good to know, many thanks for this information

    9. Pete Flores

       

      1. Ashwini Mathad

         

    10. Roland Pocek

      hi again,

      this table only states remedy 7.6.04 SP4, will/should 7.6.04 SP5 also work?

       

      thank you

      regards Roland

      1. Ashok Kumar Jha

        Hi Roland,

        7604 SP5 was a platform release only [AR + Atrium +CMDB]. The ITSM version is still 7604 SP4.

        So Intelligent Ticketing 2.0 will work even if you have AR 7604 SP5. The Intelligent Ticketing patch is not dependent on the AR Server version. It depends on the ITSM version that you have. Hope this helps. Thanks.

    11. Charles Kelley

       

    12. Michael Ashall

       

      1. Ashwini Mathad

         

        1. Michael Ashall

           

    13. Jeff DesRoches

       

      1. Ashwini Mathad

         

    14. June Tan

       

      1. Ashwini Mathad

         

    15. Carey Walker

       We have BPPM 8.6.02.04 (i.e. SP4) and ITSM 8.1 Sp1. Above matrix suggests we need the IT 2.0.01 software and a manual install. I can't see 2.0.01 software on EPD, and where are the manual install instructions? Thanks.

      1. Ashwini Mathad

        Please see the following links:

        To download the software on EPD - https://docs.bmc.com/docs/display/public/itkt20/Downloading+the+patch

        To install - https://docs.bmc.com/docs/display/public/itkt20/Installing

        1. Carey Walker

          Thanks. Problem is EPD shows no 2.0.01 products. Gi to Service Resolution, then choose version 2.0.01. No product, only docs. 

          1. Ashwini Mathad

             Did you click the Products tab after selecting the 2.0.01 version from the drop-down list? I can see the installer file there.

            1. Carey Walker

              All good now thanks. Having browser issues with IE11.

    16. Jeff DesRoches

       

       

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