This documentation supports the 18.08 version of Remedy IT Service Management Suite.

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

18.08 enhancements



This section contains information about enhancements in version 18.08 of BMC Remedy IT Service Management Suite.

Related topics

Downloading the installation files

Known and corrected issues

Release notes and notices


BMC Remedy IT Service Management Suite enhancements

Enhancements to BMC Cognitive Service Management in creating Incident tickets and Change Requests

The BMC Cognitive Service Management feature is enhanced for creating incidents and change requests. When a ticket is created by using an email sent by a user, the BMC Cognitive Service Management feature scans the email subject or content of that email and applies the relevant ticket template to that ticket. For more details, see the following topics:

Creating an email generated incident request

Creating a change request by using email

Configuring BMC Cognitive Service Management

For guidelines to train Cognitive Service, see Training data for BMC Cognitive Service Management.


BMC Remedy with Smart IT enhancements

Ability to configure provider actions that can be triggered based on logical expressions

In Smart IT 2.0 and 18.05, specific user actions could trigger provider action. Starting with Smart IT 18.08, as a Smart IT administrator, you can configure provider action based on the logical conditions defined in an expression. If the information provided or modified by the Smart IT users meet the condition that you have defined in the configuration, the provider action is executed and the following message is displayed:

Universal client

Android / iOS application

A new check box, Execute On, has been introduced in the Add/Remove Actions screen of Incident View so that a Smart IT administrator can define a logical expression while configuring a provider action. For more information, see Configuring provider action.

You can use the following functions when configuring provider action expressions: ISREQUIRED, ISREADONLY, ISHIDDEN, ONCHANGE. You can also use the existing expressions for configuring provider action. For more information, see Configuration details of expression.

Enhancements to BMC Cognitive Service Management feature for Smart Recorder and Mobile client

Starting with Smart IT 18.08, the BMC Cognitive Service Management is enhanced with the following features:


New configuration parameters

In Smart IT 18.08, the following configuration parameters have been added:

Configuration parameters Descriptions
showRecomTicketsFromCustCompOnly This configuration parameter drives the business logic for the recommended tickets in the incident profile and in the Smart Recorder screens. If the value is set to false, the recommended tickets are displayed from the customer company and the service provider type companies that are accessible to the logged in user. If the value is set to true, the recommended tickets are displayed from the customer company only. You can configure this parameter by using Centralized configuration.
Apply-Cognitive-For-Categorization

This configuration parameter enables you to use the BMC Cognitive Service Management feature for the following capabilities:

No: If you don't want the Cognitive service to populate the category and the user can manually select a category.

Show Recommendation: If you want the Recommendation option to be displayed for categories while creating a ticket.

Apply Automatically: If you want the Cognitive service to apply the relevant category automatically, while creating a ticket from Smart Recorder.

For more information, see Centralized configuration.


Enhancement in template text position

When you create an Incident or a Work Order by using a template, the text that you enter in the template is retained and the template description is appended to it. In versions earlier than 18.08, the texts used to appear in the same line after a space. The following image shows the modified template text position:


Enhancement in knowledge article to display Status and Version in search result

Knowledge article is enhanced to display the Status and the Version of a knowledge article in the knowledge search result. The Status and the Version of a Knowledge Article are displayed in the Global Knowledge search and in the Recommended Knowledge through Smart Recorder. This helps users to select the appropriate version of knowledge article from the search result. The following table shows the new fields:

Universal client

Mobile platforms


Enhancement in knowledge article to display the title in wrapped texts

Prior to 18.08, if a Knowledge Article was longer than the one line displayed, it was not possible to see it without opening the actual article in preview mode. You can now view two lines. If you hover over an article, you get a tooltip showing the full title. This means that you don't have to open each record to read the full title. In Android and iOS Smart IT applications, the first three lines of a Knowledge Article are displayed.

Universal Client


Mobile platforms


BMC Remedy ITSM Deployment enhancements

Simplified application installation and upgrade with a deployment package

In BMC Remedy 18.08 release, full installers are not available for installing or upgrading the BMC Remedy 18.08 Suite applications , such as BMC Remedy IT Service Management (ITSM), BMC Remedy Service Request Management (SRM), and BMC Remedy Service Level Management (SLM). You can upgrade BMC Remedy applications such as ITSM, SRM, and SLM from their previous (18.05) versions by using deployment packages. This new approach results in a significantly faster and easier upgrade. To upgrade from earlier BMC Remedy application versions (for example, 8.1, 9.0, or 9.1), you must first upgrade to the version 18.05 (by using the 18.05 application installers) and then upgrade to 18.08 by using the deployment packages.

A deployment package contains data, object definitions, and binary files. You can deploy a package in your environment by using the AR System Deployment Management Console that provides a single method to promote data and definitions effectively and reliably across all servers in a server group.

Installing BMC Remedy 18.08

Install BMC Remedy platform by using the 18.08 installer and install BMC Remedy applications by using the 18.05 installer and the 18.08 deployment packages. The following table summarizes the supported installation methods:

BMC Remedy component Installation method

BMC Remedy platform (BMC Remedy AR System, BMC CMDB, Atrium Integrator Server)

Install by using BMC Remedy 18.08 installer.

BMC Remedy applications (BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management)

Two step installation:

  1. Install BMC Remedy 18.05 applications by using the 18.05 installers.
  2. Install BMC Remedy 18.08 applications by using the 18.08 deployment package.

For more information about installing, see Installing.

Upgrading to BMC Remedy 18.08

Upgrade BMC Remedy platform using the 18.08 installers and upgrade BMC Remedy applications using the 18.08 deployment packages. To upgrade applications directly to version 18.08, the minimum supported BMC Remedy application version is 18.05.

To upgrade BMC Remedy Suite applications to 18.08, you must first upgrade them to version 18.05 and then deploy 18.08 changes using a deployment package. Download the 18.08 deployment package from the EPD and apply the changes. 

For information about applying a deployment package, see Applying a deployment package.

The following table summarizes the supported upgrade methods:

BMC Remedy component Upgrade method

BMC Remedy platform (BMC Remedy AR System, BMC CMDB, Atrium Integrator Server)

Perform a direct upgrade of your platform to 18.08 by using installer.

BMC Remedy applications (BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management)

Upgrade BMC Remedy applications (ITSM, SRM, SLM) from 18.05 to 18.08 by applying the 18.08 deployment package, using deployment package.

The following graphic summarizes the BMC Remedy upgrade process from version 18.05 to 18.08:

If you are using BMC Remedy version 9.1.x or 8.1.x, the process for upgrading BMC Remedy is as follows:

BMC Remedy component Upgrade method

BMC Remedy platform (BMC Remedy AR System, BMC CMDB, Atrium Integrator Server)

Perform a direct upgrade of your platform to 18.08 by using installer.

BMC Remedy applications (BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management)

  • Upgrade BMC Remedy applications (ITSM, SRM, SLM) from 9.1.x or 8.1.x to 18.05, using installer.
  • Upgrade BMC Remedy applications (ITSM, SRM, SLM) from version 18.05 to 18.08 by applying the 18.08 deployment package.


The following graphic summarizes the BMC Remedy upgrade process from version 9.1.x to 18.08:

For more information about upgrading, see Upgrading.


What's changed in this release

The external version number that is displayed on the installer screens and the product pages is  18.08.00. BMC uses version  9.1.06  for internal purposes. 

BMC Remedy product version is displayed as 9.1.06 in the following files:

INI template files in the installer ZIP files 

All the INI template files in the installer ZIP files specify the product version as 9.1.06. This is an internal version number used by BMC. The external version is 18.08.00.

For example, the following INI file specifies the product version as 9.1.06:

<<AR installer zip folder>>\Disk1\Utility\ARSystem-ini-template

Properties files When you search for properties in the Config Check utility, each property displays two versions – internal and external. The internal version is 9.1.06 and the external version is 18.08.00. 
armonitor The AR Monitor and arfiledeployer version is displayed as 9.1.06.
arerror.log The arerror.log file displays the AR System and AR Assignment Engine version as 9.1.06.


BMC Remedy Single Sign-On enhancements

Ability to use HTML to customize the end user login page

As a Remedy Single Sign-On administrator, you can use HTML to customize the end user login page. This provides an ability to embed an URL to the Intranet portal or to reset the password from the end user login page. For this, enter the required HTML code for the login page in the Extended Login page information (html) field under the Branding sub-tab.

For more information, see Rebranding the end user login page.

Ability to configure the number of simultaneous logins

You can now control the number of simultaneous logins per user (per realm) by adding the required number of session quota for a particular realm. You can also decide whether to invalidate the older session or not let the user log in to a new session based on the number of logins allowed.

For more information about session quota, see Configuring realms. For information about troubleshooting, see Troubleshooting log on and log off issues.

Admin User Management by configuring multiple administrator accounts

As an RSSO administrator, you can now use your administrator account to create multiple RSSO administrator accounts in your organization so that each administrator has their own login. In the Admin User Management tab, you can manage the accounts, such as removing accounts or locking and unlocking accounts.

For more information, see Setting up Remedy SSO administrator accounts.

RSSO administration account lockout policy configuration setting

As a RSSO administrator, once you add multiple administrators, you can block the accounts of those administrators through the Remedy SSO Admin console. At a server level, you can set the number of incorrect password attempts by an RSSO administrator account before the account gets locked out. This is for security purposes to make sure that there are no unauthorized logins. Additionally, you can also unblock the locked administrator accounts manually through the Admin User Management tab on the Remedy SSO Admin Console.

For more information, see Remedy SSO server general configuration.

Support for cross launching applications integrated with different RSSO servers

You can enable single sign-on when users cross launch and access an application from another application through Iframe even though the applications are deployed on two different RSSO servers. The application on the originating server constructs a URL to initiate cross launch of the the target application on the target RSSO server.

To allow the originating application to open target application through Iframe, a new field, ALLOW-FROM Domain(s), is added on the Realm > Authentication tab in the Remedy SSO Admin console. For more information, see Configuring the pre-authentication mechanism and Enabling cross launch for applications integrated with different RSSO servers.

Configuring multiple redirect URLs for OAuth authentication

As a RSSO administrator, you can configure the OAuth authentication by adding multiple URIs, so that the client can be redirected to different URLs. You do not have to deploy the each individual client multiple times for different URLs.

For more information, see Configuring OAuth 2.0 authentication.


BMC Remedy Smart Reporting enhancements


Support for onboarding and synchronizing users from the Smart Reporting Custom App Users group

From this release, if you have not installed BMC Remedy IT Service Management on the AR System Server, using the BMC Remedy Smart Reporting Admin Console, you can onboard up to seven users from the Smart Reporting Custom App Users group to BMC Remedy Smart Reporting. The Smart Reporting Custom App Users group is created in this release for users that do not have BMC Remedy IT Service Management installed on the AR System Server and want to access BMC Remedy Smart Reporting. For onboarding all such users that do not have BMC Remedy IT Service Management installed, ensure you add them to this group.

Additionally, the BMC Remedy Smart Reporting User Sync utility synchronizes these users to BMC Remedy Smart Reporting.

For more information, see Onboarding users using the BMC Remedy Smart Reporting Admin console and Automatically synchronizing BMC Remedy AR System users to BMC Remedy Smart Reporting.

BMC Remedy AR System enhancements

Ability to customize the Server Group Dashboard of the Remedy Management Console

When you want to monitor any key metric on a regular basis, you can choose to customize the Server Group Dashboard of the Remedy Management Console by configuring any out-of-the-box flashboards on your server. The objects on the server group dashboard are now displayed through a flashboard with HTML rendering. HTML rendering offers more configurations to view the server group statistics. For more information, see Customizing the dashboard of the Remedy Management Console.

There is no change in the flashboard rendering for the rest of the forms.


Content specific precheck for a package

BMC offers content-level precheck for a package. Content-level precheck helps you add a more specific check to the package by checking a condition that you have set at the form level.

For example, when BMC offers a patch for Remedy IT Service Management and you are not using Remedy Asset Management, deploying a package containing fixes for Remedy Asset Management might result in errors. You can define a content-level precheck that will prevent deploying the Remedy Asset Management patch from being deployed in your environment.

The below screen illustrates the RDA:DeploymentPackageCheck form with the Content Deploy option.

For more information, see Content level precheck.


BMC Remedy Atrium Core enhancements

Configurable Key Performance Indicators

You can configure the Key Performance Indicators (KPIs) for CMDB, which are Integrity and Completeness. You can define the classes that you want to exclude while processing CIs for Integrity and Completeness. You can also exclude datasets and classes while processing the Datasources utility. The classes and CIs that are excluded are shown as tool tips on the CMDB Dashboard.

For more information, see Configuring Key Performance Indicators for CMDB


Permissions for the new CMDB UI

You can assign users to groups on the AR server to restrict users' access to specific features of the new CMDB UI. For more information see, Providing users with permissions to access the new CMDB UI using groups and roles.


What's changed in this release

In this release, note the following significant changes in the product behavior:

Enhancement

Product behavior in versions earlier than 18.08

Product behavior in version 18.08

BMC Cognitive Service Management The Cognitive Service Connection Settings window contained only one option to enable cognitive service.

The Cognitive Service Connection Settings window additionally contains the following options for configuring cognitive service:

  • Apply Cognitive For Categorization
  • Apply Cognitive For Templates
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