This documentation supports the 20.08 version of Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

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

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 30 Jul

Learn what’s new or changed for Remedy IT Service Management Suite 20.08, including new features, urgent issues, documentation updates, and fixes or patches. 


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, 19.11, and 20.02.


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

BMC CMDB Release notes

Remedy AR System release notes

Remedy Change Management release notes

Remedy Asset Management release notes

Remedy Knowledge Management release notes

Remedy Smart Reporting release notes

Remedy Service Desk release notes

BMC Service Level Management release notes

BMC Service Request Management Release notes

Remedy Single Sign-On release notes

Remedy with Smart IT release notes

July 28, 202120.08.04: Patch 4

This patch release includes fixes and updates in BMC Helix Innovation Studio, and defect fixes for Remedy with Smart IT  and BMC Service Request Management.

June 21, 202120.08.03: Patch 3

This patch release includes fixes and updates in BMC Helix Innovation Studio, and defect fixes for Remedy with Smart IT  and BMC Service Request Management.

May 19, 202120.08.02: Patch 2

This patch release includes fixes and updates in BMC Helix Innovation Studio, and defect fixes for Remedy with Smart IT .

April 21, 202120.08.01: Patch 1

This patch release includes fixes and updates in Action Request System.

September 23, 202020.08 enhancements

Enhancements to Remedy IT Service Management Suite are:

  • Remedy no longer uses Adobe Flash
  • Ability to relate task or task group templates to incident templates
  • Indicate Chat as the reported source for incidents

Enhancements to Remedy with Smart IT (Smart IT) are:

  • Revamped screens for work orders and incidents
  • Ability to relate task or task group templates to incident templates
  • Ability to enable or disable the debug logging of Smart IT in the Centralized configuration
  • Indicate Chat as the reported source for incidents and work orders
  • Automatically assign tickets created from BMC Live Chat
  • Ability to submit a service request from the Digital Workplace Catalog in Smart Recorder
  • Introduction of an attention flag to define the priority of work
  • Agents can set their screen name to be displayed to end users in BMC Live Chat
  • Dashboard to monitor agent assignment load and chat sessions

Enhancements to Remedy Smart Reporting are:

  • Performance improvement for Report Design with Calculated Field
  • Performance improvement for broadcasting through email
  • View status of previous executions of broadcasts
  • Ability to check data connectivity by enabling volatile data source settings



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



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



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



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



Resolve common issues or errors, review logs, or contact Support.
PDFs and videos

FAQs and additional resources

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

Frequently asked questions

 Where do I find information about Remedy ITSM Data Access Model
 Where do I find release note information?

Where to find information previously provided in release notes

Type of information

Found here in

New features (enhancements) and other information

20.08 enhancements

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

Known and corrected issues

 Is all the content for BMC Remedy ITSM in this space?

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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 I’d like a PDF of just selected information. How can I do that?

For generating a PDF of a topic and its child topics, see Create PDF and Word exports. Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

 I cannot enable the single sign-on experience using Google Chrome browser version 80 and later.

Recent versions of modern browsers are starting to enforce more privacy-preserving defaults and are changing the way cross-site cookies are handled. 

Remedy Single Sign-On relies on cookies to enable your users to seamlessly access all integrated applications. As browsers implement changes to their default SameSite attributes, cross-site cookies will not be sent by default. As a result, your users will be prevented from accessing your applications.

To continue to use Remedy Single Sign-On with newer browser versions, you must do the following:

  • Use the secure HTTP (https) protocol for all of your applications.
  • Upgrade to Remedy Single Sign-On 20.02.
  • Set the following configuration options in Remedy Single Sign-On:
    • Enable Secure Cookie
    • Use Cross Site Cookie

For instructions, see Configuring settings for Remedy SSO server .

Note: If you subscribe to BMC Helix (SaaS), no action is required. BMC will update your configuration.

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:

 Documentation for related products

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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

Related spaces
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