This documentation supports the 18.05 version of Remedy IT Service Management Suite.

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

18.05 enhancements

BMC Remedy ITSM Suite enhancements

GDPR and the Remedy technology

General Data Protection Regulations (GDPR) is a set of rules and principles governing the handling of personal data of individuals located in the European Union. For more details, see GDPR and the Remedy technology . This document also explains capabilities of Remedy solution for protecting personal data and handling data privacy requests. A utility is created to handle data privacy requests in Remedy Action Request System, Remedy with Smart IT, and Remedy Smart Reporting. To know how to use this utility, see Addressing data privacy requests .


Enhancements to Show File attachments in BMC Remedy IT Service Management Suite

With this enhancement, when a file is attached to a ticket in BMC Remedy with Smart IT, you can see the attachment in BMC Remedy IT Service Management. Also, you can click the Browse attachments icon to see or add more files as attachments. For more details, see Creating an Incident request record using a template and Creating an incident request record without a template. The System administrator needs to enable a setting for the same. For more details, see System settings.


Scheduling FTS re-indexing

With this enhancement, while updating target values in Data Wizard, you get an option to schedule FTS re-indexing. For more details, see Updating target values using the data wizard.

Integrating a custom application with Application Object

You can now integrate your custom application with an Application Object to create and deploy a package. You can customize an application and can build a package by using the Application Object Content Type. For more information, see Integrating a custom application with BMC Remedy Deployment Application.

Move Incident, Change, and Work Order templates across environments

BMC now offers Incident templates, Change templates, and Work order templates to create a package and move it from the development environment to the production environment. You must have appropriate permissions to create and deploy package using these Application Objects. For more information, see Promoting application objects by using BMC Remedy Deployment Application.

Licensing enhancements for applications

You can now assign Bundled licenses to users while creating people records using the People form. For this, a new Bundled option is available in the License type field. You can select the required licenses from either of the following options:

  • 2007 Pricing Model
  • 2015 Pricing Model

For more information, see Adding non-support staff and Adding support staff.

Additionally, the following new forms are introduced:

  • The CTM:LoadPeopleBundledGroup dependent form is added for the CTM:LoadPeople form. The CTM:LoadPeoplePermissionGroups dependent form is added for the CTM: LoadPeopleBundledGroup form.  For more information, see Dataload staging forms dependencies.
  • The CTM:LoadPeopleBundledGroup staging form with CTM:PeopleBundledGroup target form is added to the People.xlsx spreadsheet. For more information, see Foundation data mapping.


BMC Service Request Management enhancements

BMC Digital Workplace Catalog (Catalog) supports the configuration of both one-time cost and recurring costs for services requested through Catalog. This enhancement enables Catalog to pass the recurring cost information to BMC Service Request Management whenever a service request is generated using Catalog. This enables users to see the Recurring Price and Recurring Price Basis fields in the Service Request Details.


BMC Remedy AR System enhancements

New Remedy Management Console, a single interface to manage the server group

The Remedy Management Console enables management of all operations across the server group along with the following features:

  • Ease of monitoring operations and administration in a server group.
  • Visibility into server queues for critical processes.
  • One click operation to start or stop server processes and enable or disable logs
  • Apply configurations settings consistently to all servers in a server group.

No existing configuration or management screen is affected. The existing screens are still available with the same functionality. The Remedy Management console is an additional interface that provides cross-server capability.

As a best practice use the Remedy Management Console to manage the configurations stored in the Centralized Configuration.


For more information, see Configuring and monitoring AR System server groups.


Effective management of the settings under Centralized Configuration

You can choose to define global-level and local-level configurations for the settings under Centralized Configuration. This ensures consistent setting of configuration parameter in a server group and enables you to maintain flexibility of local-level configurations.

Global-level configurations are defined for all servers in a server group. Local-level configurations are defined for an individual server. Any configuration in the centralized configuration that is specified under the Component Name field with an asterisk (*) is a global-level configuration and applies to all servers in the server group.

As a best practice use the Server Group Configuration screen of the Remedy Management Console to set the global-level and local-level configurations.


For more information, see Managing AR Server Group components by setting global-level and local-level configurations.


BMC Remedy Deployment Application enhancements

BMC Remedy Deployment Application now has the following additional capabilities:

Integrate custom application with BMC Remedy Deployment Application

BMC Remedy Deployment Application has an extensible framework that allows you to promote objects from your custom application across development, QA, and production environments. You can also promote data from out-of-the-box Remedy IT Service Management application objects that are currently not supported by the Development to Production functionality.


For more information, see Integrating a custom application with BMC Remedy Deployment Application .

Additional out-of-the-box options for Application Object

You can use BMC Remedy Deployment Application to promote an application object across development, QA, and production environments. In addition to Task Template and Task Group Templates, you can now promote Incident Templates, Work Order Templates, and Change templates by adding them to a deployment package.


For more information, see Promoting application objects by using BMC Remedy Deployment Application .

Promote CMDB CDM definitions across environments

You can now reliably promote CMDB CDM definitions across development, QA, and production environments by using BMC Remedy Deployment Application.


For more information, see Promoting CMDB CDM Definitions across environments .

Role-based access to create and deploy a package

In BMC Remedy Deployment Application, you can now define role-based access to enable users to perform different operations based on their need. This access enables users who are not administrators to perform operations such as creating, viewing, copying, and deploying packages.

For more information, see BMC Remedy Deployment Application roles and permissions.

Command line interface to manage a package

You can promote data and definitions across development, QA, and production environments by using the command-line interface (CLI). You can perform multiple command-line operations such as Build, Import, Export, and Rollback.


For more information, see Using a command-line interface to manage a package.

Protect your environment by importing BMC signed packages

All packages offered by BMC are digitally signed. Digitally signined package protects your application from malicious code and secures your environment.All packages offered by BMC are digitally signed. Digitally signed package protects your application from malicious code and secures your environment.

For more information, see Protect your environment with secured package deployment.


License Management enhancements

The License Management enhancements introduced in this release aims to simplify the following:

  • Configuring license limits
  • Assignment of licenses
  • Consumption of licenses
  • Analytics and reporting of license consumption

Note

The existing licensing system will continue to work as before even if you do not configure the new licensing enhancements. The new licensing enhancements require AR System Server components and Mid Tier at 18.05 version.

EnhancementDescriptionReference topics

Automatically logging user license consumption in the AR System Historical License Usage form

To make sure that the data in the AR System Current License Usage form and the AR System Historical License Usage form is accurate and is in sync with each other, the current license usage information is now recorded on the AR System Historical License Usage form along with the AR System Current License Usage form. Additionally, when the user logs out, the records on the AR System Historical License Usage form are updated with the release time of the license.

The AR System Historical License Usage form is a single point of reference from where you can determine who is consuming user licenses; whether currently or over a certain period of time in the past.

Note: As per the behavior in the earlier releases, the AR System Historical License Usage form captures license consumption data in a consolidated form from all the servers in the server group.

Configuring license limits, assigning licenses to users, and controlling and reporting license consumption in alignment with how the user licenses were purchased

To configure license limits, assign licenses to users, and control and report license consumption in alignment with how user licenses were purchased, BMC is providing support for bundled licenses. As a system administrator, you can now assign bundled licenses to the users, which are used to access the BMC Remedy AR System server and the applications.

You can select the following additional options while adding licences from the AR System Administration Console (System > General > Add or Remove Licenses):

  • 2015 Pricing Model
  • 2007 Pricing Model

Also, while creating a new user or modifying an existing user, you can assign the bundled licenses to the user.

Improved concurrent license server consumption analysis in a server group

For the system administrator to have access to the accurate license consumption data across all the servers in a server group, multiple enhancements have been made to the BMC Remedy AR System Administration Console > Manage User Licenses form. Additionally, for the Server - Current Users and Application - Current users, the Licence Grant Time details are displayed.

Using this new information, the BMC Remedy AR System Server Group Administration Console now allows you to see the data across all the servers in a server group.

Adding license configuration, control, and auditing for BMC Knowledge Management

As a system administrator, you can now control the license capacity by configuring the user license limit for Knowledge Management. Additionally, you can also generate a license audit report that includes the license usage information for Knowledge Management.

Make sure that the Knowledge Management Module license for the Knowledge Management application is added through the Add or Remove Licenses form in the AR System Administration Console. For more information, see Knowledge Management permissions.

Note: The Knowledge Management application currently does not enforce users to have a Knowledge Management license. If any users do not have a Knowledge Management licence and if you assign them the licenses in this release, after upgrading to a future release (where it is enforced), they can continue to use these assigned licenses to access the BMC Knowledge Management system without any additional configurations.


Enhancements to license usageTo gather information about license usage, each BMC Remedy AR System server scans the system approximately every 45 minutes and writes the results to LicenseReport.txt. From this release, as a backup, the server also uploads the LicenseReport.txt file in the database. During the next scan after 45 minutes, if the server does not find the LicenseReport.txt file in the ARServer/Db directory, the backup file gets downloaded from the database and is updated.

BMC Remedy Atrium Core enhancements

 

New CMDB Explorer to view CIs and relationships

You can now use the redesigned CMDB Explorer. The CMDB Explorer has an easy-to-use interface to view configuration items (CIs) and their relationships. You can select CIs from search results, normalization error lists, completeness exception lists, and so on to open them in CMDB Explorer. You can now expand and view both the parents and children of a CI.

You can access CMDB Explorer through ITSM and other applications that consume data from the CMDB. For more information, see Searching and viewing CIs and relationships in the CMDB Explorer.


This image shows the CMDB Explorer

Watch the following video to know more about the new interface and viewing CIs and their relationships.

 http://youtube.com/watch?v=-vP1pIh_LWU


Enhanced search with custom search options

The new search widget includes various options that are customized to help you easily find the CIs that you are looking for. You can perform a simple search or an advanced search that enables you to narrow your search to specific types of CIs or to create your own customized search.

This image shows the search widget

Move CMDB Definition Type across environments

You can now efficiently move CMDB Common Data Model (CDM) definitions from the development or test environment to the production environment. BMC CMDB uses the BMC Remedy Deployment Application to make this migration secure and reliable. For more information, see Promoting CMDB CDM Definitions across environments.

BMC Remedy Smart Reporting enhancements

Enhancements to the importing out-of-the-box reporting content in BMC Remedy Smart Reporting process

The product names for which the import process has passed or failed is now additionally available after the importing out-of-the-box reporting content in BMC Remedy Smart Reporting process is complete. For more information, see Importing out-of-the-box content in BMC Remedy Smart Reporting.


Directly accessing BMC Remedy Smart Reporting

You can now directly access BMC Remedy Smart Reporting using the http://<MTServerName>:<Port>/arsys/smartreporting URL. For more information, see Accessing BMC Remedy Smart Reporting.


Enhancements to the user sync utility

The following enhancements are made to the user sync utility:

  • The user sync utility now syncs the First name and the Last Name from the People form.
  • When a user is deleted from the BMC Remedy AR System User or People form, if this user has any private reports in BMC Remedy Smart Reporting, the user sync utility does not delete this user from BMC Remedy Smart Reporting and a warning message is displayed in the smartreporting.log file. You must manually change the ownership of the private reports and delete this user from BMC Remedy Smart Reporting. For more information, see Automatically synchronizing BMC Remedy AR System users to BMC Remedy Smart Reporting.

BMC Remedy Single Sign-On enhancements

Upgrade to Java 8 and decommissioning of Java 7

Remedy SSO has been migrated to Java 8. As newer frameworks support only Java 8, Java 7 is decommissioned from this release. The Remedy SSO installer will work only with Java 8.

For more information, see System requirements.

Action Support feature

Remedy SSO supports execution of some specific actions on behalf of the integrated applications. For example, you can change your passwords to access integrated application from Remedy SSO by using the action support feature. Note that changing the password is the only action currently supported by this feature. As client applications interact with Remedy SSO through the Remedy SSO agent, the agent can use the action support feature.

For more information, see Support for server side actions.

SAML encrypted assertion

Remedy SSO supports encryption of SAML assertions received from an identity provider. This feature enables the Remedy SSO implementation to follow the security policies of customer organizations. The SAML assertions can be encrypted by entering the details for the encryption key alias while configuring the Remedy SSO server.

For more information, see Remedy SSO server general configuration. For information specific to decrypting SAML assertions, see Security planning.

Automatic update of identity provider's global signing key rollovers

Remedy SSO can automatically update the new signing keys of the identity provider. There is a rollover of signing keys at the identity provider end. When Azure Active Directory is used as an identity provider, such rollovers are more frequent.

To enable Remedy SSO to automatically track the rollovers, ensure that you enter the URL for the new signing key for the Federation metadata URL parameter.

For more information, see Configuring Remedy SSO to authenticate users with SAMLv2.

Upgrade of service provider metadata template

When you configure Remedy SSO for SAML authentication, you can edit the provided service provider metadata template. You are now required to upgrade the template with the details provided for the SP Metadata Template parameter in Configuring Remedy SSO to authenticate users with SAMLv2.

Duplicating realm ID

You cannot create two IDs with the same name even if they are in different cases. For example, Company and company.

Updates to security planning

Though content transmitted over an SSL/TLS channel guarantees confidentiality, administrators must ensure that caching of sensitive content is disabled.

To ensure that sensitive content is protected, BMC recommends that you configure the headers in Tomcat. For more information, see Configuring Tomcat security headers in Security planning.

Digital Service Management

Digital Service Management serves as a centralized location for users to access the BMC applications. As a Remedy SSO administrator, you can add applications to be displayed on the Digital Service Management page. You can also add applications that are not integrated with Remedy SSO.

For more information, see Digital Service Management and Adding applications to the Digital Service Management page.

Invalidate user session

Remedy SSO provides an option to the administrator to invalidate the session of a user. An administrator must invalidate the session when the maximum time set for that session elapses. For example, if a maximum session time has been set for a user for a longer period (for example, several months) and the user has left the organization before that. In the case of OAuth, the session token may have been alive for a longer time and hence session invalidation may be needed.

For more information, see Invalidating a user session.

REST API endpoints

Remedy SSO provides REST API endpoints that users can use to interact with Remedy SSO. Users can use the REST API endpoints to perform certain Remedy SSO operations that can be controlled from the outside for managing end-user sessions such as creating, updating and deleting local users, and updating realms.

For more information, see Developing - REST API endpoints.

Changes to integration with SmartIT and Digital Workplace

Starting with version 18.05, the Remedy SSO installer does not support automatic integration of Remedy SSO with Smart IT and Digital Workplace, since the installers for Smart IT and Digital Workplace are separate. Remedy SSO Agent is bundled with Smart IT and Digital Workplace and should be manually enabled.

For more information, see Integrating Remedy SSO with Smart IT and Integrating Remedy SSO with BMC Digital Workplace.

Bypass for SAML reauth requests

Remedy SSO now provides a setting to indicate that SAML must not be used for reauthentication requests in an authentication chain.

For more information, see Configuring Remedy SSO to authenticate users with SAMLv2.

Remedy with Smart IT enhancements

Smart IT installer simplified

Remedy with Smart IT installer is now separated from BMC Digital Workplace installer

Starting with the 18.05 release, the installers for Remedy with Smart IT and BMC Digital Workplace are separate. The installer separation ensures that these products can be installed or upgraded independently without impacting release cycles or upgrade cycles.

Before you install Smart IT, ensure that Remedy ITSM 18.05 is installed. To install Smart IT 18.05, you need to download the separate Smart IT installer file from the EPD site and proceed with the installation.

The following changes are in effect:

Default installation folder name

The new default installation folder is named Smart_IT instead of Smart_IT_MyIT.

  • Windows: \Program Files\BMC Software\Smart_IT
  • Unix: /opt/bmc/Smart_IT
New URL to access Smart IT consolehttp://<hostName:port/smartit/ instead of http://host:port/ux/smart-it
New URL to download Smart IT mobile clients  http://hostName:port/smartit/download/ instead of http://hostName:port/download/smartit
New Web App installation folderC:\Program Files\BMC Software\Smart_IT\Smartit instead of C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\ux
New Application configuration file location

Smart IT configurations are in CCS and the CCS ID is stored in the following file:

<Tomcat>/external-conf/smartit_config.properties file.

Logback configuration file locationC:\Program Files\BMC Software\Smart_IT\Smartit\logback\logback_smartit.xml
ProvidersC:\Program Files\BMC Software\Smart_IT\Smartit\smartit\WEB-INF\classes\provider with Smart IT providers only.
Backward compatibility of mobile clients

Smart IT 18.05 does not support backward compatibility for mobile clients running on older versions. Smart IT mobile clients running on version 2.0 must be upgraded to Smart IT 18.05.

Old Smart IT URL, bookmarks, and email links

Smart IT 18.05 does not support old Smart IT URL, bookmarks, and email links that were created in the versions earlier than 18.05.

Workaround: Add a load balancer rule to redirect automatically to smartit/smart-it/* whenever any URL with /ux/smart-it/* is received.

New location to access the Smart IT Admin Console

Administrators can now access the Admin Console from the Smart IT Configuration menu.

AR Administrator permission is required to access the Smart IT admin console.

For more information, see Installing.

No separate UX Patch installer for Smart IT

Starting with this release, there is no UX Patch installer for Smart IT. The UX Patch installer is now merged with the Remedy ITSM installer. This enhancement considerably reduces the number of steps required for Smart IT installation.

Upgrade sequence for Smart IT

If you are upgrading Smart IT from a previous version and have used BMC Digital Workplace with Smart IT, you must first upgrade BMC Digital Workplace and then upgrade to Remedy ITSM 18.05 before upgrading to Smart IT 18.05. For more information about upgrading BMC Digital Workplace, see  Upgrading BMC Digital Workplace and then see Performing the Smart IT upgrade for upgrading Smart IT.

The upgrade sequence is as follows:

Smart IT architecture simplified

MongoDB no longer required to support Smart IT social features

As part of the Smart IT architecture simplification enhancement, starting with Smart IT 18.05, MongoDB installation is not required. MongoDB is no longer required to support Smart IT social features. All your social data is now stored in the AR System database forms.

Before you upgrade to Smart IT 18.05, if you need to retain your old social timeline data, migrate your social data from MongoDB to the AR System database using the mongo migration utility. For more information, see Migrating social data from MongoDB to the AR System database.


Agents now can see a customer's BMC Digital Workplace service catalog requests in Smart IT

From Smart IT, you can now see the BMC Digital Workplace (DWP) catalog service requests from the Global search, Smart Recorder and Customer profiles. You can also perform certain tasks in the BMC Digital Workplace (DWP) catalog service requests that are displayed in Smart IT. For more information, see Integrating Smart IT with BMC Digital Workplace Catalog service request.


Enhanced screen configuration capability for Work Order and Task tickets

In Smart IT 2.0, the screen configuration capabilities were provided for Incident and Change tickets. In Smart IT 18.05, you can also configure the screens of Work Order and Task tickets. In Smart IT 1805, Create Work Order, View Work Order, Create Task, and View Task screens are introduced under the Screen Configuration menu. Along with Change and Incident, now you can modify the layout of the ticket profiles, update fields, add URL and provider actions to the fields of Work Order and Task tickets. For more information, see Configuring screens.


Enhanced provider action

In Smart IT 2.0, the capability to add provider actions at the field level was provided for Incident and Change tickets. In Smart IT 18.05, you can also add provider actions in the Work Order and Task ticket fields. For more information, see Configuring provider actions in Smart IT.


Introduced single edit mode in Work Order and Task ticket screens

In Smart IT 2.0, the single edit mode was introduced in the Change and Incident screens. In Smart IT 1805, the single edit mode is introduced to the Work Order and Task tickets also. You can now open Work Order and Task tickets and click the single edit button that appears on the top of a ticket and modify all the editable information of a ticket.


Enhanced to copy field information from Knowledge Article while resolving Incidents

While creating an Incident from Smart Recorder, if you open a Knowledge Article (KA), and click Save and Resolve, the Operational Category and Product Category field information of the KA are copied to the Resolution Category and Resolution Product Category of the Incident ticket. Only the primary categories are copied. For more information, see To copy field information from Knowledge Article while resolving Incidents.


New license release timeout configuration

A new configuration parameter, arlicense.timeout.in.seconds has been introduced so that the administrator users can configure the license allocation time. For more information, see Centralized configuration.


Additional configuration parameters in the Centralized configuration

The configuration parameters of logback.xml and connect.properties files are now in the Centralized configuration. For more information, see Centralized configuration.


Enhanced widgets

In Smart IT 1805, the Assignee Support Organization member field has been added in the Support Group widget and the Manager Support Organization member field has been added in the Manager Support Group widgets. For more information on Configuring widgets, see Configuring screens.


Change in shipping iOS application

From 18.05, users needs to copy xcarchive.zip file from the Smart IT installation directory to Mac OS X machine to sign IPA with their enterprise account. For more information, see Re-signing Smart IT on Apple iOS.

What's changed in this release

Version 18.05 has introduced the following significant changes in the product behavior:

ApplicationProduct behaviour in versions earlier than 18.05Product behaviour in version 18.05
Application LicenseIn the previous versions, the AR System Server allowed to assign the AR User floating license to the User having the Application User fixed license.
  • The AR System Server does not allow to assign the Application User fixed license to a user having AR User floating license.
  • The AR System Server does not allow to assign any Application User fixed or floating license to a user having AR User read license.

Incident Management

In the previous versions of Remedy IT Service Management suite, if you create and save a decision tree for Incident Management and do not create a branch, no error was displayed to create a branch or change a status.

Starting from the 18.05 release, if you create and save a decision tree for Incident Management and do not create a branch, the following error is displayed:

Branches are required for a valid decision tree. Please set the Status to "Offlined" or create a branch. (ARERR 51067)

Incident Management

Problem Management

Asset Management

Change Management

Release Management

Prior to the 18.05 release, the Work Info Type menu did not display additional menu items.

Starting from the 18.05 release, the Work Info Type menu displays the menu items in addition to existing menu items.

For example, see the following figure:



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Comments

  1. Martin Penev

    Hello,

    You say that there is no separate UX Patch installer for Smart IT 18.05 and that the UX Patch installer is now merged with the Remedy ITSM installer but from the EPD you can download "BMC Digital Workplace ITSM Integration Patch Version 18.05.00". I downloaded the file and checked its content. It looks pretty much the same as the content of file that you get when you choose to download "User Experience Version 18.02.00 Patch for Remedy ITSM". So what is the purpose of this "BMC Digital Workplace ITSM Integration Patch Version 18.05.00" installer? What should it be used for?

    Best Regards, Martin Penev

    Aug 17, 2018 05:43