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.

To view the latest version, select the version from the Product version menu.

Installing online help on Windows

Use this procedure to install online help on Microsoft Windows. You must install the online help on BMC Remedy Mid tier.

Before you begin

If you have downloaded the application and to ensure that all of the help files are extracted correctly, you must use WinZip or another similar utility to extract them and not the default .zip file utility that comes with Microsoft Windows.

To install online help on Windows

  1. Run the setup.exe online help installation executable file.
    The executable file is located in the Help directory, which you access from one of the following locations:
    • If your files are on a DVD, Help is under the root directory.
    • If you downloaded the application, you access Help from the top level of the working directory that holds the files you extracted after downloading them.
  2. Use the planning spreadsheet to enter the necessary information.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.


  1. Madhu Dora

    Dear Support,

    I tried to get help files installation zip for ITSM 8.1 from BMC EPD site, but I could not get it.

    How to locate this online help installer for 8.1, is it part of ITSM application s/w ( file or extract?

    Best Regards,





    Sep 12, 2013 07:13
    1. Bruce Cane

      Hello Madhu, I will try to get an answer for you.

      Sep 12, 2013 09:00
      1. Hemant Baliwala

        Hi Madhu, 

        To download the help files:

        In the EPD site, go to Download Additional Products > Select the R filter > Go to Remedy Change Management Application 8.1.00 > Download Help Systems-BMC Remedy ITSM Applications



        Sep 13, 2013 06:20
    1. Bruce Cane

      Hello Madhu,

      The response to your question was added to my response to you, so you might not have seen it. Go to the bottom of this page to see the comment from Hemant.


      Sep 13, 2013 08:18
  2. Madhu Dora


    I can't see "Download Additional Products" tab from EPD.

     I can  see only "Profiles","Licensed Products" ,"Product Patches" and "Trail Products " tabs from EPD.





    Sep 14, 2013 04:19
    1. Bruce Cane

      Passing your question on to the person who provided the original information.

      Sep 16, 2013 09:17
    1. Hemant Baliwala

      Hi Madhu, 

      Can you please contact Customer Care. They can help you with this. 



      Sep 17, 2013 04:55
  3. Madhu Dora

    Dear Bruce,

    Are you asking me?

    If your are asking me, I'm sorry I didn't understand what are you saying or refering.

    Best Regards,




    Sep 16, 2013 11:14
    1. Bruce Cane

      No Madhu, I am directing a question to the person who provided the information to you about where to download the help files. I am asking him to clarify about the "Download Additional Products" tab on the EPD site. The note that you received was from me, to let you know that the question is asked.

      Sep 16, 2013 01:07
  4. Madhu Dora
    Dear Hemant,
    You mean, should I open a case with BMC Support for this?
    Best Regards,


    Sep 17, 2013 07:09
    1. Hemant Baliwala

      Hi Madhu, 

      Yes please do that.



      Sep 17, 2013 07:16
  5. Luis miguel Lujan gonzalez


    What was the resolution?

    I need the help installation file.

    Thank you

    Jan 28, 2014 12:00
    1. Bruce Cane

      Hello Luismiguel, just to clarify, have you already tried to get the help installation file from the EPD site: Download Additional Products > Select the R filter > Go to Remedy Change Management Application 8.1.00 > Download Help Systems-BMC Remedy ITSM Applications?

      If you have, and you are still not able to download the help installation files, then please open a ticket with BMC Customer support. 

      Let me know if I have misunderstood your request.


      Jan 29, 2014 08:36
  6. Luis miguel Lujan gonzalez

    Hi Bruce,

    I have already downloaded it from Service Desk 8.1->Help Systems, I guess that it doesn´t matter. But It is not working, I have already opened a ticket.

    Thank you

    Jan 29, 2014 08:40
    1. Bruce Cane

      Ah, ok ... yes, in that case the customer support ticket is the best way to proceed. Thanks for confirming that for me Luismiguel. Good luck with it. 

      Jan 29, 2014 08:41
  7. Kelly Logan

    It would also be useful to know where to run the setup files. Is it supposed to be on your app server(s) or on the mid-tier(s)? If on app servers in a server group, does it have to be run in a particular order like other server group installs?

    Apr 29, 2014 06:06
    1. Bruce Cane

      Hi Kelly, I've asked someone who deals with installation issues to get back to you.

      Apr 30, 2014 09:36
    1. Hemant Baliwala

      Hi Kelly, 

      You must install the online help on the mid-tier. 



      May 02, 2014 01:50