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.

Custom configuration

After you have configured your system for standard operation, you can continue to customize your configuration. Some of the custom configuration information depends on other existing information that is already being in place. For this reason, use the Standard Configuration tab to perform as much of the configuration as you can. Then, use the Custom Configuration tab described in this section to complete configuration tasks you cannot complete within the Standard Configuration tab, such as providing configuration information for the BMC Remedy ITSM Suite applications. The Custom Configuration tab on the Application Administration Console provides access to all of the forms that you can use to configure BMC Remedy ITSM Suite.

The following table describes the steps for a custom configuration. Depending on the applications that you have installed, all steps might not be applicable or required.


Information to configure

Reference topic


Complete standard configuration


Configure BMC Asset Management:

  • BMC Remedy Approval Server
  • Reconciliation Engine
  • BMC Remedy Approval Server Open link
  • Configuring the reconciliation engine Open link


Configure BMC Change Management:

  • BMC Remedy Approval Server

Configuring approvals Open link


Configure Foundation options


Incident Management feature of BMC Service Desk

  • Configuring incident Management Open link


Problem Management feature of BMC Service Desk

  • Configuring Problem Management Open link


Release Management module

  • Configuring release Management Open link


Configure activities and rules

  • Configuring activity rules Open link


Requester Console module



  • Configuring approvals Open link



  • Assignment configuration
  • Integration, including applications and return codes
  • Task groups and templates
  • Configuring task management system Open link


Applications that integrate with BMC Configuration Automation for Server, Client, and Network

See the documentation for that module on

To begin a custom configuration

  1. Open the Application Administration Console.
  2. Click the Custom Configuration tab. 

    Application Administration Console — Custom Configuration tab 
  3. Expand an option in the Application Settings list to view the available options.
  4. To open configuration forms, perform either of the following tasks:
    • Double-click an option in the list.
    • Select an option in the list and click Open.
  5. To perform custom configuration, follow the tasks in the order that they are presented in the previous table.
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