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.

Adobe Flash replacement options when upgrading ITSM from version 9.1.03 or earlier to 20.02.02

Update: December 9, 2020

BMC has tested Flash-based capabilities with the HARMAN Packaged Browser application—Electron/Chromium version. For updates regarding Limited Support, see "Alternatives for customers who want to continue to use the Flash-based BMC products."

If you plan to upgrade your Remedy ITSM platform/BMC Helix ITSM  from version 9.1.03 or earlier to version 20.02.02, this page will help address your questions related to end of life of Adobe Flash.

How can I find out if I am impacted by the end of life of Adobe Flash?

If you are using any of the capabilities listed in the table in the next section, then end of life of Adobe Flash will have an impact on the behavior of your ITSM implementation.

What Flash-related changes can I expect when I upgrade to ITSM version 20.02.02 ?

The following tables provide a comparison in the behavior of the capabilities in ITSM components between your current installation and in version 20.02.02.

Which features are deprecated when I upgrade to ITSM version 20.02.02?

The following table lists features that are deprecated in version 20.02.02. We have provided alternative solutions, wherever possible.

ComponentCapabilityDeprecated in ReleaseCurrent BehaviorBehavior in 20.02.02
SMPMSMPM process model - landing pageDeprecated in version 20.02.02

The Home page of Service Management Process Model (SMPM) uses an Adobe Flash-based display.
  • The Home page of Service Management Process Model is not displayed correctly when your browser stops supporting Adobe Flash after Dec 31, 2020.
  • BMC plans to stop packaging and distributing Service Management Process Model with the Remedy ITSM starting with the 20.02.02 release. For more details, see  Product announcements for BMC Remedy IT Service Management Suite Open link .
  • Information about best-practice process is planned to be made available in documentation of the ITSM apps UI in the Self-help tab of the UI.
AR SystemAgent-to-agent chatDeprecated in version 20.02.02
It works only if your browser supports Adobe Flash.
The Openfire Chat feature of Remedy AR System uses Adobe Flash. You can use the chat feature only if your browser version supports Adobe Flash.

The Openfire Chat plug-in works only on browser versions that support Adobe Flash.

We recommend to use Smart IT Openfire Chat for agent-to-agent communication.

See Chatting with other agents to resolve a ticket using Openfire Open link .

Are there any upgrade requirements to get the replacements of Adobe Flash-based capabilities in ITSM ?

If you are a BMC Helix ITSM subscriber, BMC plans to upgrade your SaaS environments before the end of 2020 to replace the Flash-based capabilities, which will be scheduled in coordination with you.

For Remedy on-premises, BMC has delivered replacement capabilities for these remaining Flash-based capabilities via 20.02 Patch 02 (20.02.02) release for the Remedy platform components (Remedy AR System Server, Remedy Mid Tier, CMDB, and Atrium Integrator).  You must install Patch 02 on top of the Remedy platform version 20.02. This patch was made available for download from the BMC Electronic Product Distribution (EPD) site in October 2020. 

Remedy version 20.02.02 (Patch 02) contains the updates delivered in Remedy version 20.02.01 (Patch 01).

  • For information about the updates delivered in Patch 01, see Updates in Remedy version 20.02.01 Open link in the Remedy deployment documentation.
  • For instructions on upgrading to Patch 02, see Deployment instructions for version 20.02.02 Open link in the Remedy deployment documentation.

For detailed information about the patch and the list of issues that have been corrected in this release, see the following patch bulletins:

  • Replacement of remaining Adobe Flash capabilities in Remedy Open link in the Remedy ITSM online documentation.
  • 20.02.02: Patch 2 for version 20.02 Open link in the Remedy AR System online documentation.
  • 20.02.02: Patch 2 for version 20.02 Open link in the BMC CMDB online documentation.

If you are using Remedy ITSM on-premises, we recommend that you upgrade to 20.02 Patch 02 before December 31, 2020 to avoid any problems as a result of the Adobe Flash retirement. Based on the capabilities you require, upgrade as follows:

  • To replace all remaining Flash-based capabilities, upgrade the Remedy Mid Tier or the Remedy platform (Remedy AR System Server, CMDB, and Atrium Integrator) to version 20.02 Patch 02. You need not upgrade the Remedy ITSM applications. 
  • To replace the Approval Process Visualizer and the SRM Process Designer and Visualizer capabilities, upgrade only the Remedy Mid Tier. You need not upgrade the entire Remedy platform.

What other enhancements can I expect when I upgrade to ITSM version 20.02.02?

The following table lists other enhancements in AR System and CMDB.

ReleaseAction Request System EnhancementCMDB Enhancement

9.1.04 enhancements Open link

9.1.04 enhancements Open link


18.05 enhancements Open link

18.05 enhancements Open link


18.08 enhancements Open link

18.08 enhancements Open link


19.02 enhancements Open link

19.02 enhancements Open link


19.08 enhancements Open link

19.08 enhancements Open link


19.11 enhancements Open link

19.11 enhancements Open link


20.02 enhancements Open link

20.02 enhancements Open link


20.02.02 enhancements Open link

20.02.02 enhancements Open link

How do I upgrade to ITSM platform version 20.02.02?

If you are a BMC Helix ITSM subscriber, see BMC Helix Upgrade policy Open link in the BMC Helix Subscriber Information documentation.

If you are a Remedy on-premises customer, see Planning an upgrade Open link in the Remedy deployment documentation.

How can I simulate and test the product behavior without Adobe Flash?

Turn off the Flash plug-in in your browser and test your product behavior without Adobe Flash. 

Alternatives for customers who want to continue to use the Flash-based BMC products

HARMAN International Packaged Browser solution

HARMAN International has an exclusive agreement with Adobe to provide extended licensing and support agreements for the enterprise Adobe Flash Player until the end of 2023. For details, go to Open link .

BMC Software provides Limited Support for Adobe Flash-based capabilities in Remedy version 9.1.03 or later when used in combination with the HARMAN Packaged Browser application—Electron/Chromium version. Limited Support is provided temporarily until Dec 31, 2021, to cover the time period until customers upgrade to the latest BMC product version that has replaced the Flash-based capabilities.

Important: For known issues, go to the "HARMAN International Packaged Browser solution known issues" section in the "Known and corrected issues" page for the Remedy component and version you are running.

Adobe Enterprise Enablement for legacy browser versions


The ability to run Adobe Flash Player depends upon the browser vendor's support. Running BMC Software products with outdated browser versions requires you to turn off automatic updates. This approach should be carefully considered and should be in alignment with your company's security group recommendations.

With Adobe Flash Player 32.0 Enterprise Enablement, companies can allow Flash Player content to be loaded from a set of trusted URLs by performing these actions:

  1. To allow Flash to run for a BMC product, in a mms.cfg file, enable the AllowListURLPattern option and add the list of trusted URLs as follows:

    Example AllowListPattern configuration






    For details about the AllowListUrlPattern options, the location of the mms.cfg file for different platforms, and other recommendations from Adobe, see the Adobe Flash Player 32.0 Administration Guide Open link .

  2. Push the mms.cfg file to all browsers that need to continue to use Flash.
  3. Prevent automatic updates of newer browser versions that will not allow Flash Player to load.
    For information about Flash Player automatic updates, go to Open link .

BMC Software has validated the Flash Player will continue to run with Flash Player Enterprise Enablement on these browser versions:

Tested browser versionVendor support
Microsoft Internet Explorer 11 Open link
Mozilla Firefox 83 Open link
Google Chrome 86 Open link

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