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

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

Remedy IT Service Management Suite (Remedy ITSM Suite) provides out of-the-box IT Information Library (ITIL) service support functionality. Remedy ITSM Suite streamlines and automates 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 22 Aug

Learn what’s new or changed for BMC Remedy IT Service Management 18.08, including new features, urgent issues, documentation updates, and fixes or patches. 


This section only includes information about changes since the most recent release of BMC Remedy IT Service Management (ITSM). 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, 9.0, 9.1, and 18.05.


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

BMC Remedy ITSM Suite 18.08 Deployment release notes (installation and upgrade)

BMC Service Desk 18.08 release notes

BMC Service Request Management 18.08 Release notes and notices

BMC Remedy Action Request System 18.08 release notes

BMC Change Management 18.08 release notes

BMC Atrium Core 18.08 Release notes and notices

BMC Service Level Management 18.08 Release notes and notices

November 29, 201818.08.01: Patch 1 for version 18.08

This patch consolidates all the Hot Fixes delivered for Remedy IT Service Management version 18.08 and later into a single patch release. The patch contains fixes in Foundation, Incident Management, Release Management, and Remedy Smart Reporting areas.

The patch also includes an enhancement to Service Level Management. For more information, see Service Level Management documentation for 18.08.01: Patch 1 for version 18.08 .

August 31, 201818.08 enhancements

Enhancements to BMC Cognitive Service Management:

  • Automatically apply templates to incidents or change requests that are created by using emails

Enhancements to Remedy with Smart IT (Smart IT) are:

    • Configuring provider action by using expression
    • Enhancements to BMC Cognitive Service Management feature for Smart Recorder and Mobile client
    • New configuration parameters
    • Enhancement in template text position
    • Enhancement in knowledge article to display Status and Version in search result
    • Enhancement in knowledge article to display title in wrapped texts

Enhancements to BMC Remedy Smart Reporting:

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



Performance, permissions, and system requirements.



Information about installation and configuration of the product, migration of data, and deployment.



Upgrade process.



Issues resolution, logs, and contacting Support.



Interface descriptions, using the product.



Information to set up user accounts, to manage and maintain the system after it is installed and configured.



Integrations with other products.


FAQs and additional resources


This topic provides information that supplements the Remedy ITSM Suite documentation. It contains the following sections:

Frequently asked questions

Frequently Asked Questions on Remedy ITSM Process Designer

Frequently asked questions for Remedy Smart Reporting

Frequently asked questions on Remedy ITSM Data Access Model


 What happened to all the PDFs for this product?

Where to find information previously provided in a PDF guide or manual

Document title

Found here in

BMC Remedy ITSM Concepts Guide 

BMC Remedy ITSM Administration Guide

BMC Remedy ITSM Guide to Multi-Tenancy

BMC Remedy ITSM Installation Guide


BMC Remedy ITSM Notification Engine Guide


Data Management Administration Guide

 Where do I find release note information?

Where to find information previously provided in release notes

Type of information

Found here in

New features (enhancements) and other information

18.08 enhancements

  • Issues corrected by the base release and its service packs and patches
  • Issues that are currently open

Known and corrected issues

 Where do I find information previously provided in a white paper?

Where to find information previously provided in a white paper

Document title

Found here in

BMC Remedy IT Service Management: Section 508 User Accessibility Options White Paper

BMC Remedy IT Service Management: Integrations White Paper

  • Incident Management integrations
  • Problem Management integrations
  • Change Management and Release Management web services
  • Creating BMC asset management web services
  • Task management web services
BMC Remedy Application Permissions: Best Practices  
BMC Remedy Distributed Server Option (DSO) Implementation with BMC Remedy IT Service Management
 Where can I find technical bulletins?

Where to find information previously provided in a technical bulletin

Type of technical bulletin

Found here in

Contents of a service pack or patch and instructions particular to it

Other information

Placed in context throughout this space, but listed and linked to in Release notes and notices.

 Where can I find flashes?

If BMC publishes urgent information about this product, you will find it under the "Flashes" heading in Release notes and notices.

 Is all the content for BMC Remedy ITSM in this space?

The documentation for BMC Remedy ITSM Suite is split between multiple spaces, so a space-level search performed in the box in the left navigation pane does not search all the documentation for this release. The following spaces also document this release:

  • BMC Asset Management
  • BMC Change Management
  • BMC Knowledge Management
  • BMC Service Desk
  • BMC Service Level Management
  • BMC Service Request Management
 I’d like a PDF of just selected information. How can I do that?

For generating a PDF of a topic and its child topics, see Create PDF and Word exports. Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what template you want to use:
    • Simple to export a lightweight PDF with no cover, table of contents, or index.
      By default, the Simple template only exports the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index.
      By default, the Standard template exports the current page and all child pages.

XML and HTML exports

If you require an export in XML or HTML format, contact us.


Additional resources from BMC

The following BMC sites provide information outside of the Remedy ITSM Suite documentation that you might find helpful:

  • BMC Communities, BMC Remedy community
  • BMC Remedy ITSM Suite Support page Remedy IT Service Management Suite Support
  • BMC Support Knowledge Base, search filtered by BMC Remedy IT Service Management Suite
  • BMC Educational Services, BMC Remedy ITSM Suite learning path
  • BMC Global Services, BMC Remedy ITSM offerings
  • www.bmc.cominformation about BMC Remedy ITSM Suite
  • Documentation for related products:

      • BMC Asset Management documentation
      • BMC Change 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

Other useful sites 

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

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