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.

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 https://theblog.adobe.com/adobe-flash-update/. BMC has taken proactive steps to manage the sunset of Adobe Flash Player. To use Remedy without Adobe Flash Player, we recommend that you apply the 20.02 Patch 1 for Remedy platform components  which provides the following capabilities:

ComponentProduct behavior before 20.02 Patch 1 for Remedy platform componentsProduct behavior in 20.02 Patch 1 for Remedy platform componentsReference

BMC CMDB

The new CMDB UI (CMDB Dashboard) replaces the Flash-based Atrium Core Console user interface starting with the 9.1.04 release. The full capability of the new CMDB UI is only available with 20.02 Patch 1. We recommend CMDB administrators and configuration managers to use CMDB Dashboard version 20.02.01 because it includes CMDB Explorer, CIs search, normalization, reconciliation, CMDB archiving, and the following additional capabilities:

BMC CMDB -AuditCMDB Dashboard did not have the option to view the audit history of a CI.

You can view the audit history of a CI from the search results of the CI in CMDB Dashboard.

Auditing changes to CIs


BMC CMDB- Federation capabilitiesCMDB Dashboard did not have the capability to create or define federated classes and view federated data from within CMDB.

You can define a federated class from the Class Manager in CMDB Dashboard.

Accessing external data through CMDB by using Federation


BMC CMDB- Reconciliation EngineReconciliation Engine supported Identify, Merge, and Purge activities while creating a Reconciliation job.

In addition to Identify, Merge, and Purge activities, Reconciliation Engine supports Compare, Copy, Execute, and Delete activities while creating a reconciliation job.

Identifying changes to CIs by using the Compare activity

Copying CIs from one dataset to another

Running reconciliation jobs in a sequence by using the Execute activity

Deleting CIs from a dataset by using the Delete activity


BMC CMDB- Atrium Integrator

In CMDB Dashboard, Atrium Integrator jobs were run on the default Carte server. There was no option to select a specific Carte server to be used for running the job.

You could not filter jobs for a selected directory.

In CMDB Dashboard, you can select a Carte server from the list of available Carte servers while creating an Atrium Integrator job.

You can filter Atrium Integrator jobs by directory.


Creating an Atrium Integrator job to import data

Viewing job details and running a job in Atrium Integrator

Remedy Approval Server

On Approval Central, when you click the Approval Details icon , the approval process is displayed as a sequence diagram or a table. The sequence diagram or table is rendered by using Adobe Flash.

The approval process that displays a sequence diagram or a table is rendered by using HTML.

Approval Central

BMC Service Request Management

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

This patch offers HTML rendering for the Process View tab.

You can create a PDT in Service Catalog Manager Console by using the enhanced Visual Process Editor.

Viewing and managing your requests

Creating a standard PDT

We recommend that you use Digital Workplace Advanced for service request management functions.Replacement of remaining Adobe Flash capabilities in Remedy
ITSM Suite applicationsThe CMDB UI is not available when you use CI Explorer or Audit in the Remedy ITSM applications.With this patch, the CMDB UI is available when you use CI Explorer or Audit in the Remedy ITSM applications.

Exploring CI relationships

Viewing a BMC Atrium CMDB audit of a CI


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.

Chatting with other agents to resolve a ticket using Openfire

We recommend that the Service Desk or Support staff use Remedy with Smart IT for a user-friendly interface that is designed to facilitate faster logging and resolution of tickets.



Getting started with Remedy with Smart IT


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Comments

  1. Christian Zweili

    So Impact Model Design (IMD) and Atrium Integrator Job Migration is still Flash based with Patch1?

    Sep 03, 2020 06:54
    1. Jyoti Nerkar

      Hello Christian,


      Hope you received these responses from Thomas Hammer:


      Hi Christian, Impact Model Designer I understand, but what do you mean by "Atrium Integrator Job Migration"? You are not talking about migration from AIE to AI, do you? If you really mean that kind of migration, to be honest, that should have been done many years before. And because this is so unlikely, I'm really not sure, what migration you are talking about. Please explain... Thank you in advance

      Hi Christian, do you new this one: You can use the new Dynamic Service Modeling tool in the new CMDB UI to build and maintain service models of your business services, technical services, or application services.


      You can find the details of Dynamic Service Model in this topic Building and maintaining service models by using Dynamic Service Modeling which is part o CMDB documentation.


      Thomas Hammer , Thanks for your responses!

      Sep 10, 2020 03:42
  2. Thomas Hammer

    Hi Christian, Impact Model Designer I understand, but what do you mean by "Atrium Integrator Job Migration"? You are not talking about migration from AIE to AI, do you? If you really mean that kind of migration, to be honest, that should have been done many years before. And because this is so unlikely, I'm really not sure, what migration you are talking about. Please explain... Thank you in advance

    Sep 04, 2020 09:26
  3. Thomas Hammer

    Hi Christian, do you new this one: You can use the new Dynamic Service Modeling tool in the new CMDB UI to build and maintain service models of your business services, technical services, or application services.

    Sep 04, 2020 09:45
  4. Priya Balakrishnan

    https://docs.bmc.com/docs/display/ac2002/Monitoring+a+job+in+Atrium+Integrator

    The URL referenced, does not exist. You get the error Page not found.

    Sep 07, 2020 02:47
    1. Kanchana Iyer

      Hi Priya,

      Thanks for pointing out. I have fixed this link now.

      Regards,

      Kanchana

      Sep 07, 2020 11:59