This documentation supports the 19.11 version of BMC Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

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

19.11 enhancements

This section contains information about enhancements in the version 20.02 of Remedy IT Service Management Suite.

Remedy AR System enhancements

Ability to send event notifications from AR System forms to external applications

You can use the webhook to send real-time event notifications to external systems from the AR System server. The webhook definition eliminates the manual effort required to create workflows and removes the need for continuous server polling. 

To receive automatic notifications when an event occurs on an AR form, you can register a webhook by using AR REST API. An event could be creating, updating, or deleting a record on that AR form.

The following diagram shows how the AR System webhook works: 

For more information about registering and using AR System webhook, see Adding AR System webhook to receive automatic notifications.

New REST API endpoints to retrieve menu metadata

You can use GetMenu and ExpandMenu endpoints to retrieve menu metadata. Menu metadata enables you to retrieve all the information required in a menu such as labels and values. The GetMenu and ExpandMenu endpoints help to perform faster design level integration between a Remedy application and a third-party application without using Remedy Developer Studio. 

For example, you have a menu that displays continents in the world. When you select a continent, another menu asks you to select a specific country. You can use the GetMenu endpoint to retrieve metadata of the Continent menu. Later you can use the ExpandMenu endpoint to retrieve details of the Continent menu.

For information about retrieving menu metadata, see Retrieving menu details by using AR REST API.

For information about GetMenu and ExpandMenu endpoints, see the Operations on menu objects section in the Endpoints in AR REST API topic.

Improved search results (FTS and MFS) with exact match of search strings

Starting with Remedy AR System 19.11, you get improved search results because Full Text Search (FTS) and Multi-Form Search (MFS) support exact matches for quoted strings even if the quoted strings contain ignore words. On the AR System Administration: Server Information form or on the Remedy Management Console: FTS Management form, you can enable the setting that returns accurate search results for quoted strings containing ignore words. Thus, the end users do not experience any inconsistencies in search results and get precise matches instead of getting other related search results.

The following image shows the FTS tab of the Server Information form:

The following image shows the advanced configuration options on the FTS Management form:

For more information about the Support Exact Matches for Phrases setting, see Enabling exact matches for full text searches and Configuring the Ignore Words List.

The URL-Safe-Encode command to encode the URL input

The URL-Safe-Encode command enables you to convert a string into a valid URL format. This command encodes the URL input based on the UTF 8 standards.

When this command is invoked, the AR System server takes care of the special characters in the URL. For more information, see URL-Safe-Encode command.

A new report format called Spudsoft Excel for AR Web reports

AR System Report Console features a new export format called Spudsoft Excel. You can export your custom Web report to this format. This format supports both List and Chart views.

For more information, see Defining custom web reports and Exporting a custom web report.

Remedy Smart Reporting enhancements

Separate documentation space for Remedy Smart Reporting

To make it easier to find information about how to use Remedy Smart Reporting, we have separated the documentation from the Remedy IT Service Management space and improved the organization of the content. For Remedy Smart Reporting version 19.11 documentation, go to  Remedy Smart Reporting Open link .

Here are few of the most popular Remedy Smart Reporting topics:

  • Getting started Open link
  • Remedy Smart Reporting overview Open link
  • Accessing Remedy Smart Reporting Open link
  • Report types Open link
  • Accessing and finding reports Open link
  • Onboarding Open link
  • Configuring BMC Remedy Mid Tier to access Remedy Smart Reporting Open link
  • Using Open link
  • Creating custom reports and charts Open link
  • Automatically synchronizing Remedy AR System users to Remedy Smart Reporting Open link
  • Managing Remedy Smart Reporting user roles and groups Open link
  • Optimizing Remedy Smart Reporting performance Open link
  • Frequently asked questions for Remedy Smart Reporting Open link

You will still find Remedy Smart Reporting documentation for version 19.08 and earlier in the Remedy IT Service Management space. 

BMC CMDB enhancements

Mapping complex queries to classes

You can map a predefined complex query to a class on the Class Query Mappings page. You can use these complex queries as part of the process to automatically associate a CI to an incident when a monitoring application such as TrueSight Operations Management creates an event.

For more information, see Associating a CI to an incident and Mapping complex queries to a class.

Enhancements to Common Data Model

Common Data Model has the following enhancements:

  • Two new attributes are added to the BaseElement class, which are ComponentAliases and InstanceName.
  • There is a change in attribute IDs for Floor, Rack, Shelf, Room, Pillar, CostApportionment, and CostFlow attributes. 

For more information, see Summary of changes to the Common Data Model.

Remedy Single Sign-On enhancements

Remedy SSO in multitenant mode

Starting with this release, Remedy SSO is supported in multitenancy mode in which a single application instance serves multiple tenants and guarantees data isolation between tenants. For more information about multitenancy for Remedy SSO, see Remedy SSO multitenancy.

By default, SaaS tenant is created when Remedy SSO server is installed. After upgrade, all configuration available on the Remedy SSO server belongs to a single default SaaS tenant. You can enable multitenancy for Remedy SSO server by adding customer tenants and configuring them as required. For information about how to add tenants, see Activating tenants.

Multitenancy for OAuth clients

OAuth 2.0 has been updated to support multitenancy for non-native clients. You can set a non-native client as multitenant by configuring the Multi-Tenant client and Tenant Name options for this client application. For more information about how to add non-native multitenant clients, see Configuring OAuth 2.0.

New roles and permissions for using Remedy SSO

After upgrade, all Remedy SSO administrators automatically become SaaS administrators.

As a SaaS administrator, you have full administrative permissions to configure the default SaaS tenant on the Remedy SSO server, create tenant administrator users, and configure customer tenants.

As a tenant administrator, you can log in to your tenant on the Remedy SSO server, and perform actions required to manage local users by realms. For more information about roles and permissions on the Remedy SSO server, see Roles and permissions.

Single logout

In earlier versions of Remedy SSO, in order to revoke an end user session on the Remedy SSO server and prevent automatic login to the application after the page refresh, end users had to log out from all integrated with Remedy SSO applications that were sharing a current session of the end user. For more information about logout experience for end users, see Login and logout experience for end users.

Starting with release, Remedy SSO administrators can enable the Single Log Out option for a realm to configure a global logout across all applications that are sharing a user session created through this realm. For more details about this option, see Adding and configuring realms.

System supportability

Remedy SSO has been enhanced to support Oracle SE 11 (LTS). For more information about system supportability, see System requirements.

Remedy IT Service Management enhancements

With usage of machine learning algorithms, the BMC Helix Cognitive Service Automation feature is enhanced to automatically resolve tickets for which self-help response is sent to business users. Also, email notifications can include an option to reopen the automatically resolved tickets. For the use cases and benefits of BMC Helix Cognitive Service Automation, see Automating service management by using BMC Helix Cognitive Automation.

For the guidelines to configure and train the cognitive service, see the following topics:

Remedy with Smart IT enhancements

Introduction of a search box in the Ticket Console for a quick ticket search

In version 19.11, as a service desk agent, you get an additional and quicker ticket search capability in Ticket Console. After adding the filters in Ticket Console, you can narrow down the search result further by entering a keyword in a newly-introduced search box. You need to press Enter after inserting your keyword. The keyword is highlighted in the search result. The keyword search is done on the Summary, Description, and Display ID columns.

For more information, see Tailoring Smart IT consoles for your work.

Ability to control the default date range in Ticket Console

You can modify the default date range of Ticket Console. By default, the Ticket Console search result displays information for the last 30 days. The date range that you set, is displayed when you open the Ticket Console, as shown in the following image:

You can modify this date range by configuring restrictConsoleResultForNoOfDays parameter in Centralized configuration. For more information, see Centralized configuration.

Ability to create a ticket in a quick way by using Smart Recorder

Starting with version 19.11, you can create a ticket faster and directly from the Smart Recorder Home page. You no longer need to use the draft screen, click the Confirm+Save button, and use the profile view screen of the ticket. After creating a ticket in this mode, the Smart Recorder home screen is displayed to create another ticket. The ticket ID of the previously created ticket is also displayed on this page. For you to use this feature, in Centralized configuration, your administrator must set QuickTicketCreateEnabled parameter to true.

Enhancements in the asset search

Asset search capability in the following areas has been enhanced so that the search results are displayed faster:

  • Asset search in Smart Recorder
  • Mentioning of an asset with @<asset> in the Activity tab
  • Asset search in the Affected Asset field of the incident, problem investigation, and known error tickets
  • Asset search in the Related Items field
  • Global search of asset by selecting All or Asset option
  • Relating CI while creating change request

Ability to open an item in the Ticket, Asset, or Knowledge console in a new browser tab

In the Smart IT Universal client, when you click an item in the Ticket, Asset or Knowledge console with the Shift key pressed, the details of that ticket, asset, or knowledge article is displayed on a new browser tab.

For more information, see Managing your work in Smart IT consoles.

Ability to open a ticket by using the display ID in the URL

You can open an incident, change, work order, or a task ticket by using the display ID of the ticket in the URL. You need to have the required permission to view a ticket. For example, when you open an incident, the GUID of the incident is displayed in the URL:

In version 19.11, instead of navigating through multiple screens of the Ticket Console, you can directly go to the ticket profile page of another ticket by replacing the GUID with /displayid/<Display ID of the ticket> in the URL:

For more information, see Opening a ticket by using the display ID.

What else changed in this release

The following table lists the changes in the product behavior:


Product behavior in versions earlier than 19.11

Product behavior in version 19.11

Service Request Management

While creating a service request on behalf of a user, if you change the email address of the Requested for user, the notifications were sent to the email address mentioned in People record.

While creating a service request on behalf of a user, if you change the email address of the Requested for user, the notifications are sent to the email address that is mentioned in the service request. This does not change the email address in People record.

Broadcast – Service Desk Management

When a broadcast notification was sent to a support group, the broadcast link was accessible to an administrator or the users with Broadcast submitter functional role, only.

When a broadcast notification is sent to a support group, all the members of the support group can access the broadcast link in Read only mode.

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