This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

Custom configuration

After you have configured your system for standard operation, you can continue to customize your configuration. Some of the custom configuration information depends on other existing information that is already being in place. For this reason, use the Standard Configuration tab to perform as much of the configuration as you can. Then, use the Custom Configuration tab described in this section to complete configuration tasks you cannot complete within the Standard Configuration tab, such as providing configuration information for the BMC Remedy ITSM Suite applications. The Custom Configuration tab on the Application Administration Console provides access to all of the forms that you can use to configure BMC Remedy ITSM Suite.

The following table describes the steps for a custom configuration. Depending on the applications that you have installed, all steps might not be applicable or required.


Information to configure

Reference topic


Complete standard configuration


Configure BMC Asset Management:

  • BMC Remedy Approval Server
  • Reconciliation Engine
  • BMC Remedy Approval Server
  • Configuring the reconciliation engine


Configure BMC Change Management:

  • BMC Remedy Approval Server

Configuring approvals


Configure Foundation options


Incident Management feature of BMC Service Desk

  • Configuring incident Management


Problem Management feature of BMC Service Desk

  • Configuring Problem Management


Release Management module

  • Configuring release Management


Configure activities and rules

  • Configuring activity rules


Requester Console module



  • Configuring approvals



  • Assignment configuration
  • Integration, including applications and return codes
  • Task groups and templates
  • Configuring task management system


Applications that integrate with BMC Configuration Automation for Server, Client, and Network

See the documentation for that module on

To begin a custom configuration

  1. Open the Application Administration Console.
  2. Click the Custom Configuration tab. 

    Application Administration Console — Custom Configuration tab 
  3. Expand an option in the Application Settings list to view the available options.
  4. To open configuration forms, perform either of the following tasks:
    • Double-click an option in the list.
    • Select an option in the list and click Open.
  5. To perform custom configuration, follow the tasks in the order that they are presented in the previous table.
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  1. Colin Rolls
    • step 1 - just says 'Open Administration Console' but doesn't actually say how, better to say 'From the IT Home Page' select Administrator Console from the Applications menu and select 'Application Administrator Console' with a screenshot
    • screenshot of Custom tab seems outdated and doesn't have options such as Knowledge Management, Service Request Management
    • No mention of new features in 9.1 such as Hierarchacal group Configuration, Support Group Assignment Configuration
    • there is an information box on this page with no wording in it.
    • be nice on this page to see an entire tree structure of all options available in the custom tab with explanations of each one.
    Feb 15, 2016 08:18
    1. Priya Shetye

      Hello Colin,

      Thank you for your comment.

      I have added access information for the Application Administration Console, and updated the screenshot. I have also removed the irrelevant info box.

      My team is working on updating the content to add information new in 9.1 and additional configuration information.


      Feb 18, 2016 01:23