This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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Customizing BMC Remedy OnDemand and BMC Remedy ITSM

This section contains BMC recommendations that will help you to customize the BMC Remedy ITSM applications in both the BMC Remedy OnDemand and BMC Remedy ITSM on-premise environments and to experience seamless upgrades.

This information also discusses how to use the BMC Remedy Action Request (AR) System Overlays feature to customize BMC Remedy ITSM applications.

BMC Remedy ITSM applications are built on the platform supplied by BMC Remedy AR System. This enables experienced administrators, workflow developers, and consultants to extend and customize the behavior of the applications to meet the changing needs of your organization and to integrate them with other applications. For example, if the out-of-the-box BMC Asset Management application does not meet your needs, you can customize it. If you customize Asset Management, you might also need to extend the BMC Atrium CMDB.

Typical customization work includes adding BMC Remedy AR System filters and active links to enhance workflow.


Do not use the BMC Remedy Approval Server forms to define custom rules and processes. Instead, use the advanced configuration options that are available in BMC Remedy ITSM, as described in Configuring advanced options.

BMC offers courses for beginners through advanced workflow developers. For more information, visit BMC education at

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