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.

Replacement of remaining Adobe Flash capabilities in Remedy

Adobe has announced the end of development and distribution of Flash Player by the end of the year 2020. For more information, see BMC has taken proactive steps to manage the sunset of Adobe Flash Player. To use Remedy without Adobe Flash Player, BMC recommends that you use the alternatives provided in the following table:

ComponentAlternative currently availableReference

Starting with version 9.1.04 of Remedy, BMC has introduced a new CMDB user interface to replace the Flash-based Atrium user interface. BMC recommends that CMDB administrators and configuration managers use the new CMDB user interface as it already includes CMDB Explorer, searching CIs, normalization, reconciliation, Configuration Manager Dashboard, and CMDB archiving. BMC intends to completely replace the Flash-based Atrium Explorer in upcoming releases.

Accessing and navigating the new CMDB user interface


Starting with version 19.02 of Remedy, HTML rendering is enabled by default for new flashboards. HTML rendering offers more secure flashboards display with an improved look and feel. If you choose to use HTML rendering, all your customized flashboards continue to work as before.

Creating and managing flashboards

Types of flashboard parameters

Adding graphics to an application with flashboards

Approval CentralWhen you click the Approval Details icon on the Approval Central form, you can view the approval process either as a sequence diagram or a table. BMC recommends that you view the approval process by using the Table option.

Approval Central

ITSM Suite applications

BMC recommends using Remedy with Smart IT for a user-friendly interface designed for Service Desk or Support staff to facilitate faster logging and resolution of tickets.

Getting started with Remedy with Smart IT
BMC Change Management

Starting with release 19.08, Atrium Impact Simulator uses HTML as a default option to render impact simulation.

Viewing the impact of CIs on change requests

BMC Service Request Management

BMC recommends that you use Digital Workplace Advanced for service request management functions.

When you click the Process View tab, you can view the process steps and fulfillment applications of the service request. BMC recommends that you hide the Process View tab because the Process View uses Adobe Flash.

Viewing and managing your requests

Configuring visible fields in the Request Entry console

You can view the request details on the Details tab, as shown in the following figure.

(click to enlarge image)

Creating a standard PDT

If you want to create or modify a Service Request Definition (SRD) using Flash in Process View of the Service Catalog Manager Console, you can do this in the Development environment, where Flash is installed. By using BMC Remedy Deployment Application or the Import Export Console, you can then import the modified SRD into the Production environment.

Migrating BMC Service Request Management objects and data

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