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.

Version 9.0.00 enhancements

This topic describes new or updated features in version 9.0.00.

BMC Remedy ITSM Suite enhancements

This section describes new or updated features that are common to two or more of the BMC Remedy IT Service Management (ITSM) applications.

Separate online documentation for installation and upgrade information

Starting with the 9.0.00 release, the installation and upgrade information of BMC Remedy ITSM is available through the new BMC Remedy ITSM Suite 9.0 Deployment online documentation.

The BMC Remedy ITSM Suite 9.0 Deployment online documentation contains consolidated information of installation and upgrade procedures for all the components in the BMC Remedy ITSM Suite. This online documentation categorizes the components as:

  • Platform components: BMC Remedy Action Request (AR) System components and BMC Atrium Core components
  • Application components: BMC Remedy ITSM core components, BMC Service Request Management, BMC Service Level Management, and BMC Remedy ITSM Process Designer

The installation and upgrade information for BMC Remedy ITSM is no longer available in the BMC Remedy ITSM online documentation.

Continue to refer to the BMC Remedy ITSM online documentation for information about configuring after installation.

New smart reporting solution

BMC Remedy Smart Reporting is an easy-to-use report writer for non-technical users, delivering drag-and-drop simplicity for formatting and data selection. It also provides administration options for managing and enhancing reporting for BMC Remedy ITSM. For more information about BMC Remedy Smart Reporting, see BMC Remedy Smart Reporting for version 9.0.00.

New utility to promote data or code from development to production environment

The BMC IT Service Management version 9.0 introduces the utility to enable you to promote standard changes effectively and reliably across environments. The BMC Remedy Deployment Application provides better control to promote the AR System object customizations and data from one environment to another. 

 For more information, BMC Remedy Deployment Application.

New Archiving solution

This release of BMC IT Service Management includes an archiving solution that is ready to implement out-of-the-box. The new Archiving solution helps you to maintain system performance and to comply with record retention policies by providing a way to remove obsolete records from your production database using a regular, controlled, and predictable process. The Archiving process helps you to achieve these goals by moving qualified transactional data records from the related production data forms (including certain associated forms) to a set of corresponding archiving forms (all within the same database). The Archive process also provides you with an exporting mechanism that you can use to remove archived records from the archive forms when they have passed their retention date.

The new archiving solution runs on its own thread of execution to help preserve overall system performance. It also employs "chunking" when fetching qualified records (that is, it fetches records in batches, rather than all at once) to ensure that the thread won't die when processing large volumes of records. 

The implementation of dedicated thread processing along with an archive schedule (a single schedule for the entire archiving run, as opposed to scheduling archiving by individual form) also ensures that that you do not have multiple overlapping archiving processes attempting to run at the same time.

For more information, see Archiving.

Use Onboarding wizard to update data

With this release of BMC IT Service Management, you can use the Data Management Onboarding wizard to update certain types of data.

For more information, see Onboarding Foundation and Assignment data.

LDAP integration for People data

BMC Remedy ITSM 9.0 supports LDAP integration for importing People data through the Data Management Onboarding wizard.

For more information, see Onboarding Foundation and Assignment data.

Enhanced Online help implementation

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.

BMC Remedy ITSM application enhancements

For information about BMC Service Request Management enhancements, see Version 9.0.00 enhancements in the BMC Service Request Management documentation.

This release includes only corrected issues for the following applications:

  • BMC Asset Management
  • BMC Change Management
  • BMC Knowledge Management
  • BMC Process Designer
  • BMC Service Desk
  • BMC Service Level Management

For more information about the issues that are corrected in this release, see Known and corrected issues.

BMC IT Service Management Installation and upgrade enhancements

This section links to information in the BMC Remedy ITSM Suite Deployment space about enhancements to the BMC Remedy ITSM installation and upgrade process.

BMC Remedy AR System enhancements

This section links to information in the BMC Remedy AR System space about enhancements in version 9.0.00 of BMC Remedy AR System.

BMC Atrium Core enhancements 

This section links to information in the BMC Atrium Core space about enhancements in version 9.0.00 of BMC Atrium Core product. 

BMC ITSM Process Designer enhancements

With this release, significant improvements have been made to BMC ITSM Process Designer. These enhancements are as follows:

  • Upgrade time improvements – Manifold improvement in upgrade time when upgrading from 8.3.02 and 8.3.03 versions.
  • Ad hoc tasks – The Process Tracker feature of BMC ITSM Process Designer is enhanced to support ad hoc tasks. You can insert ad hoc tasks to a process than an Incident has initiated. You can insert Ad hoc Tasks and Task Templates for an existing process by specifying the entry and exit points. Note that ad hoc tasks are supported only for Incident requests. For additional information on ad hoc tasks, see the following sections:
  • Sequential Approvals – Significant improvements are made to stabilize Sequential Approval process. Several workarounds in order to use this feature are now eliminated. Complex approval processes that required multi-level approvals are now simpler to use with the help of sequential approvals in Service Request Management. For more information on sequential approvals, see Adding Multi-level Sequential Approval Actions.
  • Security vulnerabilities addressed – With the inclusion of BMC certificate the security vulnerabilities are addressed. This ensures that the Process Designer client launches successfully in a secure environment.
  • Create and Manage Request Action – The Create and Manage Request action is similar to the Create New Request action in BMC ITSM Process Designer. Now, the Create and Manage Request allows:
    • Creating a new request, and
    • Waiting for the created request to fulfil a preconfigured condition before triggering the next task.
      For example, in a service request, now a Create and Manage New Request action for incident of a task waits for the incident to be resolved before triggering the next task. For more information on create and manage request action, see Configure access points for the Create And Manage Request action.
  • Synchronization of work information – With this enhancement, the child processes of Service Request Management (that have attached Process Designer process) can synchronize the work information.
  • ITSM Process Mapping Form UI changes – The Force Restart flag is now enhanced such that it applies only to the selected application and the company. Also, now you can select processes that are only applicable to specified to company and application.
  • Enhancements in sub processes handling – The same sub process can now be added to its parent process multiple times. As a result the tasks under that sub process are not orphaned.
  • Redundant tasks cancellation – This improvement allows you to close the non-executed tasks with cancelled status. This gives you a holistic view of the process execution.
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  1. Venkat Maddala
    Aug 25, 2015 11:22
    1. Priya Shetye

      Hello Venkat,

      I apologize for the delay in responding to your comment. The links were fixed and should work fine now.


      Jan 28, 2016 04:03