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This documentation supports the 19.02 version of Remedy IT Service Management Suite.

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

BMC

BMC Remedy IT Service Management Suite 19.02

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 27 Mar

Learn what’s new or changed for BMC Remedy IT Service Management Suite 19.02, including new features, urgent issues, documentation updates, and fixes or patches. 

Note

This section only includes information about changes since the most recent release of BMC Remedy IT Service Management (ITSM) Suite. 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, 18.05, and 18.08.

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Related topics

Known and corrected issues

BMC Remedy ITSM Deployment release notes

BMC CMDB Release notes

BMC Action Request System release notes

BMC Change Management release notes

BMC Asset Management release notes

BMC Knowledge Management release notes

BMC Service Desk release notes

BMC Service Level Management release notes

BMC Service Request Management Release notes

Remedy Single Sign-On release notes

Remedy with Smart IT release notes

DateTitleSummary
March 30, 2020Discontinued support for SAP Crystal Reports integration with Remedy AR System.

Starting with the obsolescence date (March 30, 2020) of SAP Crystal Reports integration with Remedy AR System, BMC does not support this integration and BMC is no longer contractually entitled to distribute the SAP Crystal Reports Viewer software. For more information, see Deprecated features.

May 30, 2019Patch 1 for version 19.02

This patch consolidates all the Hot Fixes delivered for BMC Remedy IT Service Management version 19.02 and later into a single patch release. This patch also includes defect fixes for Remedy Smart Reporting. For more information, see Patch 1 for Remedy Smart Reporting version 19.02.

February 28, 201919.02 enhancements

Enhancements to Remedy IT Service Management Suite are:

  • BMC Helix Cognitive Automation for
    • Creating work order
    • For responding to users' emails with a relevant knowledge article
    • For responding to users' emails with the Digital Workplace Service Catalog
  • More options available for configuring knowledge article approval mapping
  • Exporting and importing ZIP files using Import Export Console in BMC Service Request Management

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

  • Ability to create a change request by copying information from an existing ticket
  • Ability to configure provider actions that can be triggered based on logical expressions
  • Ability to configure the display of all public and non-public work logs of the Activity tab
  • Enhancements in the Activity tab and in the Dashboard
  • Ability to access Knowledge Console with Knowledge Viewer permission
  • Ability to disable search suggestion in the global search
  • Ability to migrate company specific MongoDB data
  • Ability to configure the search query limit of a menu through Centralized configuration
  • Enhancements in Smart Recorder
    • Ability to create call log
    • Ability to restrict asset search
    • Ability to configure Smart IT for a simplified record search
    • Ability to configure Smart IT to consider the primary contact of an asset as the default customer
  • Ability to get the resources to resolve an incident ticket in a chat window
  • Ability to set the landing page of the Universal Client (UC)
  • Ability to exclude global categories from the category search result

Enhancements to BMC Remedy Smart Reporting are:

  • Ability to execute database functions defined in Remedy AR System Server using Freehand SQL

  • Ability to create custom reports using Advanced Authoring option

  • Ability to present business metric using Stories

  • Enhancements to Export/Import User Interface


Getting started

 

Using

 

As an end user, access the Remedy ITSM Suite applications and navigate the interface.

Developing

 

As a developer, customize BMC Helix Remedy and Remedy ITSM Suite.

Administering

 

As an administrator, manage and maintain Remedy ITSM Suite after it is installed and ensure that it is available to end users.

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 and videos

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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

 

Where to find information previously provided in release notes

Type of information

Found here in

New features (enhancements) and other information

18.05 enhancements

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

Known and corrected issues

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:

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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 you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


 

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.

Additional resources from BMC

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


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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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