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.

Release notes and notices

Learn what’s new or changed for Remedy IT Service Management Suite 19.11, including new features, urgent issues, documentation updates, and fixes or patches. 


This section only includes information about changes since the most recent release of 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, 18.08, 19.02, and 19.08.


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

Related topics

Known and corrected issues

BMC CMDB Release notes

Remedy AR System release notes

Remedy Change Management release notes

Remedy Asset Management release notes

Remedy Knowledge Management release notes

Remedy 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

Remedy Smart Reporting 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.

BMC has removed the SAP Crystal Reports Viewer software from Remedy AR System version 19.11.

For reporting purposes, it is recommended to use  Remedy Smart Reporting  or  BIRT (Web) report with Remedy Mid Tier.

For more information, see Product announcements for BMC Remedy IT Service Management Suite.

November 22, 201919.11 enhancements

Enhancements to Remedy IT Service Management Suite are:

  • Ability to automatically resolve tickets by using the machine learning capabilities
  • Self help options for business users when email generated tickets are created
  • Business users can reopen tickets from the email notification if the self help options are not enough to resolve issues

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

  • Introduction of a search box in the Ticket Console for a quick ticket search
  • Ability to control the default date range in Ticket Console
  • Ability to create a ticket in a quick way by using Smart Recorder
  • Enhancements in the asset search
  • Ability to open a ticket by using the display ID in the URL

Enhancements to Remedy Smart Reporting are:

The documentation of Remedy Smart Reporting is separated from the Remedy IT Service Management space. For Remedy Smart Reporting version 19.11 documentation, go to  Remedy Smart Reporting .

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