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.

Customizing BMC Remedy OnDemand and BMC Remedy ITSM

This section describes the BMC recommendations to customize the BMC Remedy ITSM applications on both, BMC Remedy OnDemand and BMC Remedy ITSM on-premise environments for seamless upgrades. It also discusses how to use BMC Remedy Action Request (AR) System Overlays feature to customize BMC Remedy ITSM applications.

BMC Remedy ITSM applications are built on the platform supplied by BMC Remedy AR System. This enables experienced administrators, workflow developers, and consultants to extend and customize the behavior of the applications to meet the changing needs of your organization and to integrate them with other applications. For example, if the out-of-the-box BMC Asset Management application does not meet your needs, you can customize it. If you customize Asset Management, you might also need to extend the BMC Atrium CMDB.

Typical customization work includes adding BMC Remedy AR System filters and active links to enhance workflow.


Do not use the BMC Remedy Approval Server forms to define custom rules and processes. Instead, use the advanced configuration options that are available in BMC Remedy ITSM, as described in Configuring advanced options.

The following topics are discussed:

BMC offers courses for beginners through advanced workflow developers. For more information, visit BMC education at

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  1. Colin Rolls

    This page is missing a list of all it's subsections with links to each one making it seem like this page is a dead end when it is not.



    should be linked here.

    Feb 12, 2016 05:40
    1. Priya Shetye

      Thank you for your comment. I have added a list of children topics to the page so you can view the content discussed in this section.




      Feb 18, 2016 02:42