This documentation supports the 20.02 version of Remedy IT Service Management Suite.

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

20.02 enhancements

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

The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy ITSM 20.02 release.

The following video (3:36) provides a summary of some of the new features and enhancements in Remedy IT Service Management Suite version 20.02.

 https://youtu.be/j00n6nAeyeU

Related topics

Downloading the installation files

Known and corrected issues

Release notes and notices

Remedy with Smart IT enhancements


Enhancement to display the latest published knowledge articles

As an administrator, you can configure the application to open the latest published version of a knowledge article. When end users click the knowledge article link that is inserted within a knowledge article by using the Link Knowledge Article option , the latest published version of the knowledge article is displayed. In previous versions of Smart IT, such links open the latest version of the knowledge article, even if it is in Draft status.

To enable this feature, showPublishedLinkedArticle configuration parameter has been introduced in the Centralized configuration. To get this feature, the administrators need to set the configuration parameter value to true in the Centralized configuration. By default this configuration parameter is set to false and the behavior remains same as it is in the previous versions.




Ability to view the latest created tickets in a pinned knowledge article at the top of the list

When you view a Knowledge Article, in the Tickets Using this Article panel, the latest created tickets appear at the top of the list. In earlier versions of Smart IT, the latest created tickets appear at the bottom of the list.



Managing security incidents

You can create and manage security incidents with a unique incident type. With a subscription to Helix Multi-Cloud Service Management 20.02, you can automatically create incidents in Remedy IT Service Management from offenses generated in IBM QRadar SIEM. You can manage these security incidents by using the Ticket Console in Remedy Smart IT. You can also filter and auto assign incidents to the security team.

For more information, see Managing and tracking security incidents and Configuring settings for managing security incidents.



Enhancement in the Release Management ticket

In a Release ticket, when you create an activity by using the Activity From Scratch option, Summary, Description, Priority and Location fields are displayed based on the information given in the Release ticket. In the earlier versions, these fields are displayed blank.



Ability to search for relevant help content within the Smart IT UI

You can search the online documentation from the Self-Help tab and see the related help content from the Smart IT UI itself.




Removal of bundled Tomcat from the Smart IT installer

Tomcat is no longer included with the Smart IT installer. You must use an existing Tomcat server while installing or upgrading Smart IT to version 20.02.

As a result of this, for a fresh installation of Smart IT 20.02, from the User Inputs screen, the option Install Tomcat server has been removed. While installing or upgrading to Smart IT 20.02, you must specify your Tomcat server details in the User Inputs > Specify Installed/Existing Tomcat folder section. While uninstalling Smart IT 20.02, you do not get the option Uninstall Tomcat.

For more information on installing and upgrading steps, see Installing and Upgrading section.



(Version 19.11 and later) Introduction of a search box in the Ticket Console for aquick ticket search

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 Managing your work in Smart IT consoles.



(Version 19.11 and later) 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.



(Version 19.11 and later) Ability to create a ticket in a quick way by using Smart Recorder

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.




(Version 19.11 and later) 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



(Version 19.11 and later) 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.



(Version 19.11 and later) 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 and later, 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 Viewing and updating tickets.



Remedy IT Service Management enhancements



(Version 19.11 and laterAutomating service management by providing option to automatically resolve tickets

With usage of machine learning algorithms, the BMC Helix Cognitive Service Automation feature is enhanced to provide self-help options as responses to the business user emails in the form of either knowledge articles or Digital Workplace service catalogs. The administrators can configure the option to automatically resolve the tickets for which such self-help response is sent. Also, the email notifications include an option to reopen the automatically resolved tickets. For the use cases and benefits of automating service management, see Automating service management by using BMC Helix Cognitive Automation. For the guidelines to configure and train the cognitive service, see Setting up BMC Helix Cognitive Automation.



Additional configuration checks for Remedy IT Service Management

The configuration check utility has checks to verify the following:

  • The currency value is set to default (USD) in the base layer objects.
  • No selection item is added to out-of-the-box (OOTB) selection fields where the configured Enum ID and the selection value conflict with OOTB selection items.
  • A check to view all products installed on your system.

For more information about ITSM Configuration checks, see  BMC Remedy ITSM checks  in Remedy Deployment online documentation.



Remedy Service Desk enhancements


Managing security incidents

You can create and manage security incidents with a unique incident type. With a subscription to Helix Multi-Cloud Service Management 20.02, you can automatically create incidents in Remedy IT Service Management from offenses generated in IBM QRadar SIEM. You can manage these security incidents by using the Incident Management Console in Remedy IT Service Management. You can also filter and auto assign incidents to the security team.

For more information, see Configuring settings for managing security incidents and Managing and tracking security incidents.



Service Request Management enhancements


Tracking automated work orders for continuous service automation initiatives

IT service management automation initiatives are often challenged to identify the most important activities to automate, and to report back the progress of automation to the IT and business stakeholders. For analyzing and tracking the service management related automation opportunities in an organization, process owners or service request managers can use the Service Automation Dashboard in Smart Reporting. For populating reports on this dashboard, an Automation Status field is introduced on the work order template form that can be filled while creating or managing the work order templates. While developing automation logic, this field can be set to track the success of automation. For more information, see Setting up automated work order tracking.



Remedy Change Management enhancements


Faster loading of collision detection

With a changed and improved query in Remedy Change Management, the change collision detection feature runs faster and ensures optimal performance while loading collision in change requests. For more details about using collision detection, see Using Collision Detection.

For the Remedy IT Service Management Suite enhancements, see Remedy IT Service Management Suite enhancements .



Remedy Smart Reporting enhancements


Track the progress of work order automation initiative by using the Service Automation Dashboard and reports

As a process owner, you can use the out-of-the-box Service Automation Dashboard and reports to analyze and track the service management related automation initiatives in an organization. The reports in this dashboard highlight some of the key service automation parameters such as the total number of automated work orders, success rate of automation, and so on.

For more information, see Out-of-the-box Service Automation Dashboard and reports for automated work orders.



Ability to change the default custom role of new users

As a Remedy Smart Reporting administrator, you can set any out-of-the-box or a custom role as the default role of new users that are to be onboarded or synchronized into Remedy Smart Reporting. This eliminates the overhead of changing the role of multiple users after onboarding. If no role is set as the default role in the default organization, Consumer & Collaborator is set as the default role for all new users. The role of existing users is not changed. For more information, see Setting the default role.







(Version 19.11 and later) Ability to restrict the number of rows retrieved from the database

To improve performance, an administrator can restrict the number of rows that can be retrieved from the Remedy AR System database. For this, a new CCS parameter named Jdbc-Row-Limit is added in Remedy AR System. The Jdbc-Row-Limit parameter ensures that there is no adverse impact on IT Service Management solution because of any inadvertent changes to the rowLimit parameter in Remedy Smart Reporting. For more information, see To configure the data connection limit on Remedy Smart Reporting.

For more information about the Jdbc-Row-Limit parameter, see Centralized configuration in the Remedy AR System online documentation.



(Version 19.11 and later) 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 .

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



BMC CMDB enhancements


Graphical Query Builder for creating a search query

You can create search queries by using the graphical query builder. The graphical query builder enables you to create a search query by dragging and dropping classes on a canvas and creating relationships between these classes. You can edit these queries, and save these queries as personal or shared queries.

For more information, see Creating a graph query to search for a CI.






(Version 19.11 and later) Mapping complex queries to classes

To facilitate implementation of Proactive Service Resolution, predefined complex queries are mapped by default to some classes in BMC CMDB. When a monitoring application such as TrueSight Operations Management creates an event, Remedy ITSM passes queries through a REST API call to CMDB to find the CI related to the incident. If the query is complex, the CMDB REST API uses the predefined complex queries mapped by default to classes to perform the search. You can use the Class Query Mappings page in CMDB to modify these mappings.

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:

  • New attributes are added to the BaseElement class, which are ComponentAliases, InstanceName, and UnstructuredData.
  • 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.






Ability to search for relevant help content within the BMC CMDB UI

Starting with this version, you can search the online documentation from the Self-Help tab and see the related help content from the BMC CMDB UI itself.



Remedy AR System enhancements


(Version 19.11 and later) 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.For more information about registering and using AR System webhook, see Adding AR System webhook to receive automatic notifications.



(Version 19.11 and later) 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 information about retrieving menu metadata, see Example of using the REST API to retrieve menu details. For information about GetMenu and ExpandMenu endpoints, see the Operations on menu objects section in the Endpoints in AR REST API topic.




(Version 19.11 and later) Improved search results (FTS and MFS) with exact match of search strings

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 Support Exact Matches for Phrases 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 for their search strings. 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.




(Version 19.11 and later) 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.



(Version 19.11 and later) Spudsoft Excel report format for AR Web reports

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

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




Remedy Single Sign-On enhancements


SAML sessions parameter

Remedy Single Sign-On provides an option for defining the maximum session time for end users. The Use SessionNotOnOrAfter parameter for session time option is available in the configuration parameters of a SAML realm.

By default, the maximum session time is defined by the value set in the Max Session Time field configured on the General > Basic tab in the Remedy SSO Admin Console. Identity providers (IdPs) supporting SAML authentication also have the SessionNotOnOrAfter configuration parameter, which defines the maximum session time. If the SessionNotOnOrAfter value configured on the IdP side is less than the value specified in the Max Session Time field on the Remedy SSO server, the maximum session time is defined by the value configured on the IdP.



SAML groups support

In earlier releases, retrieval of user groups was supported only for LDAP and Local identity providers. In this release, retrieval of user groups is supported for SAML identity providers.

The Remedy Single Sign-On server retrieves information about user groups from the SAML assertion responses by parsing the authentication login response from a SAML IdP. The information about the user groups is temporarily stored on the Remedy Single Sign-On server during the lifetime of the authentication session. End users logging in to applications integrated with Remedy Single Sign-On, are authorized to access the application features based on the groups they belong to.

The Xpath 1.0 for group retrieval new parameter has been added on the Authentication tab of a SAML realm.

For more information about how to use the new configuration parameters, see Importing configuration from an identity provider and configuring SAML.




Support to log audit records of Remedy SSO administrators

As a Remedy SSO administrator, you can enable auditing of actions performed by all administrators in the Remedy SSO Admin Console. For information about how to enable auditing of actions, see Configuring the Remedy SSO server. When enabled, the audit records are displayed on the new Audit tab in the Admin Console.



Introducing self-help

We are pleased to announce embedded self-help with guided assistance in this release of Remedy SSO. Guided assistance helps you learn to navigate the product and to actively complete tasks. In the Self-help pane, you can start guided assistance, access links to help topics, and watch videos relevant to where you are in the product and the task you are performing.

We welcome your feedback and suggestions for additional guided assistance by adding comments when you complete the self-help guidance or on docs.bmc.com.

As a Remedy SSO administrator, you can enable the self-help in the Remedy SSO Admin Console. For information about how to enable self-help, see Configuring the Remedy SSO server.





(Version 19.11 and later) Remedy SSO in multitenant mode

Starting with 19.11 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 the 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.



(Version 19.11 and later) 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.




(Version 19.11 and later) 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.

You can set an OAuth client as multitenant only for the SaaS tenant.



(Version 19.11 and later) 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 version 19.11, 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 Configuring general settings for a realm.




Remedy Single Sign-On system requirement updates

The following enhancements are made with respect to system supportability:

  • Database: Oracle database 19c
  • Operating system: Red Hat Enterprise Linux 8
  • Third party tools: Open JDK 13, Oracle SE 11 LTS (version 19.11 and later)

For more information about system supportability, see System requirements.



Remedy deployment enhancements


Remedy ITSM supported operating system updates

To enhance the compatibility of Remedy ITSM Suite with the latest platform versions, Remedy ITSM Suite 20.02 adds support for the following operating systems:

  • Red Hat Enterprise Linux 8
  • SUSE Linux Enterprise Server 15
  • Oracle Solaris 11.4

For the complete list of the supported operating systems, see

BMC Solution and product availability and compatibility utility (SPAC)



Additional configuration checks

Configuration checks enable you to gather information about the general health of your environment. For more information about the configuration checks, see the following links:



Removal of bundled Tomcat from the Remedy ITSM Suite installers

Tomcat is no longer included with the Remedy ITSM Suite installers. You must use an external Tomcat server while installing or upgrading Remedy ITSM Suite to version 20.02.

Thus, for a fresh installation of Remedy ITSM Suite 20.02, the option Install Tomcat server has been removed from the User Inputs screen. While installing or upgrading to version 20.02, you must specify your Tomcat server details in the User Inputs > Specify Installed/Existing Tomcat folder section. While uninstalling Remedy ITSM Suite 20.02, you do not get the option to Uninstall Tomcat.

For more information, see Preparing your web server.



BMC Helix Multi-Cloud Service Management enhancements

For enhancements in BMC Helix Multi-Cloud Service Management 20.02, see  BMC Helix Multi-Cloud Service Management .




What else changed in this release

There are changes to the out-of-the-box objects. For a complete list of modified objects, see  List of objects modified in 20.02 .

Additionally, the following sections list the changes in the product behavior of different Remedy ITSM components. 


What else changed in Remedy with Smart IT

UpdateProduct behavior in versions earlier than 20.02Product behavior in version 20.02
Knowledge article

When you create a knowledge article, you can mark a Business Service and a Product Category as Primary, even if the corresponding Company is not marked as Primary company.

When you create a knowledge article, you can mark a Business Service and a Product Category as Primary only if the corresponding company is marked as Primary company. 

Security Incident optionWhile creating an incident, the Security Incident option was not available in the Incident Type drop-down menu on the Ticket Console.You can create security incidents by selecting the Security Incident option from the Incident Type drop-down menu on the Ticket Console.
New configuration parameter: dwp.base.urlThis configuration parameter is not present.

This configuration parameter is used to specify the BMC Digital Workplace load balancer server URL. For more information, see Centralized configuration.

For the complete list of enhancements in Live Chat 20.02,
see Live Chat 20.02 enhancements

New configuration parameter: smartItCsp_script-src_900This configuration parameter is not present.

This configuration parameter allows the in-app self-help content to be loaded in Smart IT by white listing the Whatfix domain.

For more information, see Centralized configuration.

Date picker in the Calendar in the language set by the browser locale

The Date picker in the Calendar is displayed only in English.

The Date picker in the Calendar displays the names of the days and month in the language set by the browser locale. Also, the first day of the week in the date picker is determined by the locale.
Automatic unfollow of the terminated tickets

You continue to be a follower of a ticket even after the ticket is terminated.

When you terminate a ticket (Close, Cancel, Close version, Delete) you are no longer a follower of that ticket after 30 days of termination. You can see the reduced following item numbers on the Dashboard:

Note: This applies to the following ticket types: Incident, Change, Work Order, Task, Problem Investigation, Known Error, Knowledge, Release, People, Activity, Service Request.

For more information see the reported errors and their solutions in Troubleshooting installation and upgrade issues in Smart IT.

Social data archival

The social data that are recorded in the SMT:Social_Events form are not archived even when the parent tickets are archived.

The social data that are recorded in the SMT:Social_Events form are deleted when the parent tickets are archived.

For more information see the reported errors and their solutions in Troubleshooting installation and upgrade issues in Smart IT.

Activity note enhancement

When a service request is approved or rejected, the approver's name is not recorded in the Activity note.

When a service request is approved or rejected, the approver's name is recorded in the Activity note.
Field property of an Asset

Field properties of an asset, which are added through CMDB class manager in the Type-Specific Area of Asset View, are not editable by default.

Field properties of an asset, which are added through CMDB class manager in the Type-Specific Area of Asset View, are editable if property Constants.AR_DPROP_ENABLE is not present in the field metadata. This is the default behavior. Otherwise, it is enabled or disabled based on the value defined in Constants.AR_DPROP_ENABLE.
(Android only) Smart Recorder search

While creating a ticket from Smart Recorder, after setting affectedCISearchByAssetPeopleRelation parameter value to true in the Centralized configuration, if you search an asset, which is related to a different company, the search result is not displayed even if you create a CI relationship with the people of other company.

While creating a ticket from Smart Recorder, after setting affectedCISearchByAssetPeopleRelation parameter value to true in the Centralized configuration,  if you search an asset, which is related to a different company, the search result is displayed after you create a CI relationship with the people of other company.
Time segment pop-up header

GUID is displayed in the time segment pop-up header.

Business event title is displayed in the time segment pop-up header. 

CIs tab in Create Change Request screen

In the search bar, there is no character limit in putting the search keywords.

In the search bar, the maximum limit of putting the search keywords is 255 characters:





What else changed in Remedy IT Service Management

Update

Product behavior in versions earlier than 20.02

Product behavior in version 20.02

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.

What else changed in BMC CMDB

UpdateProduct behavior in versions earlier than 20.02Product behavior in version 20.02
Removal of Adobe Flash Player from Remedy Mid tierRemedy application used Adobe Flash Player on IE 8 for displaying rounded corners on buttons, tooltips, and panel headers, in the login page, and as storage object for global variables.

Remedy does not use Adobe Flash Player for displaying rounded corners on buttons, tooltips, and Panel headers, and as storage object for global variables.
Removed code which was used for detecting Flash Player on the login page and on Mid tier.

ComponentAliases attribute


Maximum length of this attribute was 0.

Maximum length of this attribute is changed to 512 for new installations only. If you upgrade to CMDB version 20.02, the maximum length still remains as 0.

For more information on the
ComponentAliases attribute
and the steps to upgrade,
see Summary of changes to the Common Data Model.

Pentaho plug-in elasticsearch-bulk-insert-plugin 

Transformations involving this plug-in worked out-of-the-box.

Transformations involving this plug-in require you to perform the following steps:

  1. Download the Pentaho CE version from the following location: Pentaho Integration
  2. Extract the downloaded compressed file and copy the folder
    elasticsearch-bulk-insert-plugin to the following location:
    <aRsystemHome>\diserver
    \data-integration\plugin
  3. Restart the carte server and the spoon client.


Pentaho RSS Output pluginPentaho RSS Output plugin was available in BMC CMDB.

Pentaho RSS Output plugin has been removed from BMC CMDB.
This is because the plugin uses the rome-1.0.jar that is potentially vulnerable to an XML Bombing attack due to DOCTYPE declarations.


Enable Atrium Impact Simulator to notify via API when a simulation is complete

To know when a simulation is complete, you might have had to create an escalation because the simulation data was stored in Atrium Impact Simulator memory. This created unnecessary delay in initiating any further workflow.

You can create filters to get a notification when the simulation is complete and a simulation ID is generated. A simulation ID is generated on the CMDB:Activities form in the Data field. You can use this simulation ID to trigger custom actions in applications such as Smart IT or Change Management.
For more information, see Running an impact simulation.



CMDBf adapterThe CMDBf adapter was supported in BMC CMDB. The CMDBf adapter that was used to federate third-party CMDB databases is no longer supported. 
Certification for Pentaho-Jetty with SSL configurationPentaho-Jetty with SSL configuration was certified.

Jetty version 8.1.15 that is bundled with Atrium Integrator Spoon (Pentaho) has been upgraded to version 9.4.20. The upgrade has resulted in changes to Jetty configuration that includes SSL connections.  For this release, BMC has not certified Pentaho-Jetty with SSL configuration.



What else changed in Remedy AR System

UpdateProduct behavior in versions earlier than 20.02Product behavior in version 20.02
Removal of Adobe Flash Player from Remedy ITSMRemedy ITSM uses Adobe Flash Player for displaying rounded corners on buttons, tooltips, and panel headers, in the login page, and as storage object for global variables.

Remedy ITSM uses HTML standards for displaying rounded corners on buttons, tooltips, and Panel headers, and as storage object for global variables.

The following settings for enabling and detecting Flash are removed from Centralized Configuration:

  • arsystem.flash.enable_ui_rendering
  • arsystem.flash.detect_flashplayer

For more information, see  For Adobe flash in Remedy in Remedy ITSM online documentation.

SAP Crystal Reports integration with Remedy AR System is no longer supported

The SAP Crystal Reports viewer is installed when you install Remedy Mid Tier on a server when an existing Crystal Reports Server or BOXI installation is detected.

SAP Crystal Reports viewer is no longer a part of the Remedy AR System installation. Crystal report integration with Remedy AR System (including Crystal Report and mid-tier integration) is no more supported. 

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 Remedy IT Service Management Suite  in the Remedy IT Service Management Suite online documentation.

For more information about the changes due to Crystal Report integration with Remedy Mid Tier version 20.02, see the knowledge article Crystal Report integration changes for Mid Tier version 20.02 .

A form to analyze the time required to fetch data from a Row-level Security (RLS) query

The AR System:RLS Autodiscovery form provides you with some insight into the RLS queries used in the backend. The AR System:RLS Autodiscovery form displays the details of forms where the RLS query takes longer time to fetch the underlying data. 

For more information, see Analyzing the time required to fetch data through an RLS query.

A configuration setting to set the threshold for adding a record in the AR System:RLS Autodiscovery form

The Row-level security (RLS) query is logged in the AR System:RLS Autodiscovery form, if thSubquery algorithm is not enabled on the forms where the RLS query runs.

For more information, see Rls-Autodiscovery-Minimum-Elapsed-Time.

By default, trace logs for the AR System Server startup events are logged in the arstartup_trace.log file


Manually enable the trace logs for AR System Server startup events by adding the -t parameter in the armonitor.cfg file.

When you perform a fresh installation of Remedy ITSM version 20.02, the trace logs for the AR System Server startup events are logged by default in the arstartup_trace.log file located in the <ARSystem_Install_directory>\ARSystem\Arserver\Db\ folder.

When you upgrade to version 20.02, you must manually add the -t parameter after the upgrade. Perform the following steps:

  1. Navigate to 
    <ARSystem_Install_directory>\ARSystem\Conf
    folder and edit the armonitor.cfg file.
  2. Search for arserver.jar.
  3. Add -t parameter at the end of the command.
    For example:
    "%BMC_JAVA_HOME%\java"
    -jar
    "C:\Program Files\BMC Software
    \ARSystem\
    arserver.jar"  -i
    "C:\Program Files\BMC Software
    \ARSystem" -l
    "C:\Program Files\
    Common Files\AR
    System\Licenses\
    xxxxx" -m -t

  4. Save the file.

  5. Restart the AR System Server.
    You can see the trace logs in the arstartup_trace.log file.

Ability to reindex all Full Text Search (FTS) enabled forms


You can reindex all the FTS enabled forms by using the following command:

Application-FTS-Reindex-Form
<scanTime>

For more information, see Reindexing all FTS enabled forms.

Improved AR System Web Service output

If an XML element to be returned in a Web Service output has a NULL value, AR System server searches for any associated default value that is defined for that element in XML Schema Definition (XSD) or Web Services Description Language (WSDL). If the default value exists, AR System server assigns the default value to the XML element, but still adds the xsi:nil attribute with the value true to that element.

AR Server adds the xsi:nil attribute only if the XML element has a NULL value, is defined to allow NULL values (Nillable=true), and there is no default value assigned to it.

Updated Axis JAR file version for Mid TierThe Axis JAR file uses version 1.4.The Axis JAR file uses version 1.7.5.



What else changed in Remedy Single Sign-on

Update

Product behavior in versions earlier than 20.02

Product behavior in version 20.02

Authentication chaining support has been enhanced. For more information, see Enabling authentication chaining mode.

If the first authentication method defined in a chain was preauthentication, a second preauthentication method could not be added to the authentication chain.

If the first authentication method in a chain is preauthentication, you can use a second preauthentication method as a fallback mechanism in this chain.

The autodiscovery URL based on OIDC standard has been implemented for Remedy SSO.

Remedy SSO did not provide any mechanism to automatically retrieve the OAuth 2.0 metadata.

If the OpenID Issuer URL is configured for the OAuth 2.0, developers of third-party applications can easily retrieve the OAuth metadata from the Remedy SSO server by using the following autodiscovery URL: <RSSO host>:<HSSO port>/rsso/.well-known/openid-configuration.

Running this request in the browser window will return details about the OpenID Connect provider's configuration, including the URIs of the authorization, token, revocation, userinfo, and public-keys endpoints.

The Cross site browser cookie setting has been added to the General > Advanced settings in the Remedy SSO Admin Console.

For Remedy SSO and integrated applications hosted in different domains, you could not enable the single sign-on experience if you were using Google Chrome browser version 80 and later.

If you are using Chrome browser version 80 and later, you must enable the cross-site cookie in the Advanced settings of the Remedy SSO server. For more information about this setting, see Configuring settings for the Remedy SSO server.

You must also enable this setting if you are using Chrome browser version 79 and earlier or if you have the SameSite by default cookies option enabled for the browsFer. 

(Version 19.11 and later) A native client secret, which is generated when the native client is registered, can be changed at a later time.There was no possibility to change a secret of a native client.

After registering an OAuth native client, the Remedy SSO administrator can edit the native client secret which is saved in the Native Client Secret field. For information about how to register a native client, see Configuring OAuth 2.0.

Remedy SSO administrators might need to edit the native client secret if they want to share the same secret between several OAuth native clients.

(Version 19.11 and later) The consent page is displayed only for OAuth non-native clients in an Authorization code flow in which an end user is involved.The consent page was displayed when the OAuth client 2.0 was registered as a native client.The consent page is not shown when an OAuth 2.0 client is registered as a native client.
(Version 19.11 and later) Data transfer tool has been enhanced to import new entities.Data transfer tool supported import of realms and OAuth clients.In addition to the old behavior, the data transfer tool has been enhanced to support import of tenants. For more information about how you can import data from one server to another server, see Transferring data between Remedy SSO servers.


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