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.

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 11 Sep

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. 


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.


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

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

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



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

19.02 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.


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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