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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.

BMC

Remedy IT Service Management Suite 20.02

All versions
Remedy IT Service Management Suite (Remedy ITSM Suite) and BMC Helix ITSM service provide out of-the-box IT Information Library (ITIL) service support functionality. Remedy ITSM Suite and BMC Helix ITSM service streamline and automate the processes around IT service desk, asset management, and change management operations. It also enables you to link your business services to your IT infrastructure to help you manage the impact of technology changes on business and business changes on technology — in real time and into the future. In addition, you can understand and optimize the user experience, balance current and future infrastructure investments, and view potential impact on the business by using a real-time service model.

Release notes and notices
updated 26 Sep

Learn what’s new or changed for Remedy IT Service Management Suite 20.02, including new features, urgent issues, documentation updates, and fixes or patches. 

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

Note

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 9.0, 9.1, 18.05, 18.08, 19.02, 19.08, and 19.11.

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Related topics

Known and corrected issues

BMC CMDB Release notes Open link

Remedy AR System release notes Open link

Remedy Change Management release notes Open link

Remedy Asset Management release notes Open link

Remedy Knowledge Management release notes Open link

Remedy Smart Reporting release notes Open link

Remedy Service Desk release notes Open link

BMC Service Level Management release notes Open link

BMC Service Request Management Release notes Open link

Remedy Single Sign-On release notes Open link

Remedy with Smart IT release notes Open link

DateTitleSummary
February 21, 202020.02 enhancements

Enhancements to Remedy IT Service Management Suite are:

  • Faster loading of change collision detection in Change Management
  • (Versions 19.11 and later) Ability to automatically resolve email generated tickets
  • (Versions 19.11 and later) Self help options for business users when email generated tickets are created
  • (Versions 19.11 and later) 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:

  • Enhancement to display the latest published knowledge articles
  • Ability to view the latest created tickets in a pinned knowledge article at the top of the list
  • Managing security incidents
  • Enhancement in the Release Management ticket
  • Ability to search for relevant help content within the Smart IT UI
  • Removal of bundled Tomcat from the Smart IT installer
  • (Version 19.11 and later) Introduction of a search box in the Ticket Console for a quick ticket search
  • (Version 19.11 and later) Ability to control the default date range in Ticket Console
  • (Version 19.11 and later) Ability to create a ticket in a quick way by using Smart Recorder
  • (Version 19.11 and later) Enhancements in the asset search
  • (Version 19.11 and later) Ability to open an item in the Ticket, Asset, or Knowledge console in a new browser tab
  • (Version 19.11 and later) Ability to open a ticket by using the display ID in the URL

Enhancements to Remedy Smart Reporting are:

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

  • Ability to change the default custom role of new users

  • (Version 19.11 and later) Separate documentation space for Remedy Smart Reporting
  • (Version 19.11 and later) Ability to restrict the number of rows retrieved from the database


Getting started

 

Using

 

As an end user, access the Remedy ITSM Suite applications and navigate the interface.

Developing

 

As a developer, customize BMC Helix Remedy and Remedy ITSM Suite.

Administering

 

As an administrator, manage and maintain Remedy ITSM Suite after it is installed and ensure that it is available to end users.

Integrating

 

As an administrator, set up integrations with other BMC products or third-party software.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.

Planning

 

(On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements.

Installing

 

(On-premises only) Install and perform initial system configuration.

Upgrading

 

(On-premises only) Upgrade based on the latest system requirements and software.
PDFs and videos

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FAQs and additional resources

 

This topic provides information that supplements the Remedy ITSM Suite documentation. It contains the following sections:

Frequently asked questions


Frequently asked questions on Remedy ITSM Data Access Model 

Where to find information previously provided in release notes

Type of information

Found here in

New features (enhancements) and other information

20.02 enhancements

  • Issues corrected by the base release and its service packs and patches
  • Issues that are currently open

Known and corrected issues

The documentation for BMC Remedy ITSM Suite  is split between multiple spaces, so a space-level search performed in the box in the left navigation pane does not search all the documentation for this release. The following spaces also document this release:

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The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


 

Additional resources from BMC

The following BMC sites provide information outside of the Remedy ITSM Suite documentation that you might find helpful:


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Other useful sites

The following site, which is not created or endorsed by BMC, also provides information that you might find helpful:

  • The Action Request System discussion list, ARSLIST
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Last modified by Jyoti Nerkar on Sep 21, 2020
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