This documentation supports the 9.0 version of Remedy IT Service Management Suite.

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

FAQs and additional resources

This topic provides information that supplements the BMC Remedy ITSM Suite 9.0 documentation. It contains the following sections:

Frequently asked questions

This topic provides answers to frequently asked questions.

 Is Smart IT the same as MyIT?

 

 How do I add products to the Product Catalog?

You can add product categories to the Product Catalog by using the Application Administration Console. For more information, see Creating product categories (optional).

 How do I install the BMC Remedy ITSM help system?

The online help implementation for BMC Remedy IT Service Management 9.0 has changed. The implementation for customers behind a firewall and customers outside a firewall is different. For more information, see Enhanced Online help documentation implementation in the BMC Remedy ITSM Deployment documentation.

 How do I configure group assignment?

You can create group assignments by using the Application Administration Console. For more information, see Creating assignments.

 Is there a way to turn off notifications for individuals?

Yes. For information about how to do this, see Setting notification preferences.

 If a user's default notification method is set to Email on the CTM:People form, then why do notifications use Alert?

Alert is the Default notification method specified for all notification events on the NTE:CFG-Notification Events form. This default overrides the notification method specified on the CTM:People form. For information about how to make Email the default method of notification, see Setting notification preferences

 Is there a list of all notifications that go out?
 How does an AR System Administrator disable a notification for all users?

From the SYS-Notification Messages form, the AR System Administrator changes the status of the message to Offline. For more information, see System Events and Message Catalog for the Notification Engine.

 Which notifications are captured by the Notification Audit log on the Notifications tab of the People form?

The Notification Audit log captures all notifications received by that user.

 How can I see all of the notifications that were sent about a specific service request?

To see all of the notifications related to a specific service request, open the service request record and look at the Notification Audit log. This log lists the notifications that were sent and how they were sent: by pager, email, or Alert.

 How can I modify an existing notification or add a new one?

For information about how to do this, review knowledge article 000097189. Although this article was written for an earlier BMC application, BMC Remedy ITSM Suite 7.x uses the same notification engine (although the filter names can vary).

Note

BMC considers modifications to the notifications to be a customization. If you modify a notification, make sure that you fully document any changes that you make and be sure to test the changes thoroughly before implementing them in a production environment.

 How do I create an incident request using email?

To create incident requests using email, your environment must first be configured to allow it. See Configuring the Email Rule Engine for information about configuring the environment to allow the creation of incident requests using email. See Creating an email generated incident request for information about how to create incident requests using email in environments that are configured for this feature.

 What happened to all the PDFs for this product?
 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

Version 9.0.00 enhancements

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

Known and corrected iss

 Where do I find information previously provided in a white paper?

Where to find information previously provided in a white paper

Document title

Found here in

BMC Remedy IT Service Management 7.6.03 Section 508 User Accessibility Options White Paper

BMC Remedy IT Service Management 7.6.03 Integrations White Paper

Benefits of Best Practice Views with BMC Remedy ITSM Applications

BMC Remedy Application Permissions: Best Practices  
BMC Remedy Distributed Server Option (DSO) Implementation with BMC Remedy IT Service Management
 Where can I find technical bulletins?

Where to find information previously provided in a technical bulletin

Type of technical bulletin

Found here in

Contents of a service pack or patch and instructions particular to it

Other information

Placed in context throughout this space, but listed and linked to in Release notes and notices.

 Where can I find flashes?

If BMC publishes urgent information about this product, you will find it under the "Flashes" heading in Release notes and notices.

 Is all the content for BMC Remedy ITSM 8.1 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:

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

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.


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.

Additional resources from BMC

The following BMC sites provide information outside of the BMC Remedy ITSM Suite documentation that you might find helpful:

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
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