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.

Release notes and notices

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

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
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