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.
You can add product categories to the Product Catalog by using the Application Administration Console. For more information, see Creating product categories (optional).
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.
You can create group assignments by using the Application Administration Console. For more information, see Creating assignments.
Yes. For information about how to do this, see Setting notification preferences.
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
Yes. See Notification events.
The Notification Audit log captures all notifications received by that user.
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.
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).
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.
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.
Where to find information previously provided in a PDF guide or manual
Found here in
|BMC Remedy ITSM Concepts Guide|
BMC Remedy ITSM Administration Guide
|BMC Remedy ITSM Guide to Multi-Tenancy|
BMC Remedy ITSM Installation Guide
BMC Remedy ITSM Notification Engine Guide
Data Management Administration Guide
Where to find information previously provided in a white paper
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 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
Placed in context throughout this space, but listed and linked to in Release notes and notices.
If BMC publishes urgent information about this product, you will find it under the "Flashes" heading in Release notes and notices.
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:
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
- 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
- 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
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:
- BMC Communities, BMC Remedy community
- BMC Support Knowledge Base, search filtered by BMC Remedy IT Service Management Suite
- BMC Educational Services, BMC Remedy ITSM Suite learning path
- BMC Global Services, BMC Remedy ITSM offerings
- www.bmc.com, information about BMC Remedy ITSM Suite
- Documentation for related products:
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