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.

Release notes and notices

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.


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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

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

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