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This documentation supports the 19.08 version of Remedy IT Service Management Suite.

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

User interface change guidelines for BMC Helix ITSM and BMC Remedy ITSM

You can change the user interface via data changes at the configuration level, and you can preserve these changes during upgrades. Many of the menus that are displayed in the system can be extended via changes to back-end forms. For more information, see User interface objects.

If you are updating a view within the system to add new fields or rearrange how a view is laid out, make an overlay of the form and the view you are changing to preserve your changes during an upgrade.


An overlay of a view enables you to copy the out-of-the-box view and make changes to that view. However, during an upgrade, the application may change the base view. In this case, you will need to merge your view changes either back to the upgraded view of the form or merge the changes from the upgrade view to the overlaid view.

For a new view, you can add user interface widgets to:

  • Retrieve data from other forms
  • Change the layout structure of the data

The following recommendations apply to both the BMC Helix ITSM and BMC Remedy ITSM environments:

  • Add any new table fields to a view or a form with care due to the potential performance impact. Consider that a table should be refreshed only when the data is needed. It must have a qualification that makes use of indexes in order to search forms with lots of data. The table must use data chunking to limit the rows that are returned at any given time. It must have a qualification that uses indexes to search forms with lots of data. One possible way to reduce the load on the primary forms is to add a new user interface workflow to a newly created form, and then add a view field to the existing form that can load that newly created form. This way enables these changes to be isolated from the exiting form, and better overall system performance. For more information, see User interface objects.
  • Avoid polling menus or active links due to potential performance impacts.
  • Any forms or views that are added must use field IDs that are outside of the range reserved by BMC Software. For more information, see User interface objects.

Branding the interface using Skins

The goal of branding is to typically change the color scheme, icons, and/or background images to meet your corporate standards.

BMC Remedy AR System provides the Skins feature that enables you to brand an application. Use Skins to make changes to an application's color scheme and the images on buttons. Skins are configured using data rather than customized using the application itself so they are fully supported during an upgrade. For more information on the Skins feature, see   Applying skins to form views

You can change the icons on the BMC Remedy AR System Mid-Tier login screen. You should not change the CSS file that comes with BMC Remedy AR System. The best way to change the images on the login screen is to replace the image that is referenced:

In the BMC Remedy Mid-Tier images directory, replace the login_image.jpg and login_logo.gif files with the files provided for the customer. The reference to the files is as follows:
String login_img = "images/login_image.jpg";String logo_img = "images/login_logo.gif";

Related topics

Customized BMC Remedy ITSM fields
Customized BMC Remedy ITSM buttons
Customized BMC Remedy ITSM form views
Customized BMC Remedy ITSM tooltips
Customized BMC Remedy ITSM process flow bar

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