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.

ITSM

Remedy IT Service Management Suite 9.1

All versions
Remedy IT Service Management Suite (Remedy ITSM Suite) provides out of-the-box IT Information Library (ITIL) service support functionality. Remedy ITSM Suite streamlines and automates the processes around IT service desk, asset management, and change management operations. It also enables you to link your business services to your IT infrastructure to help you manage the impact of technology changes on business and business changes on technology — in real time and into the future. In addition, you can understand and optimize the user experience, balance current and future infrastructure investments, and view potential impact on the business by using a real-time service model.

Release notes and notices
updated 21 Mar

This section provides information about what is new or changed in this space, including information on any urgent issues, documentation updates, service packs, and patches when they are available.

Note

This section only includes information about changes since the most recent release of BMC Remedy IT Service Management (ITSM). If you are upgrading from a previous release, review the release notes for all applicable versions of the product. For example, if you are upgrading from version 7.6.04, review the release notes for versions 8.0, 8.1, 9.0 and 9.1.


Classic view no longer supported in BMC Remedy ITSM

As announced earlier, Classic Views are no longer supported in versions 9.0 and later of BMC Remedy ITSM and its applications. The Classic Views and its settings were included in version 9.0 to help customers transition to BMC Remedy with Smart IT or the Best Practice views.

Starting with Service Pack 1 for version 9.0, the preferences set at Company, Support Group or Individual level to use the Classic View are no longer applicable. For more information about the end of life of the Classic View forms, see earlier BMC Remedy ITSM product announcements available at Product announcements for BMC Remedy IT Service Management Suite .

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To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

BMC Remedy ITSM Suite 9.1 Deployment release notes (installation and upgrade)

BMC Remedy Asset Management 9.1 release notes

BMC Change Management 9.1 release notes

BMC Service Desk 9.1 release notes

BMC Knowledge Management 9.1 release notes

BMC Atrium Core 9.1 Release notes and notices

BMC Service Request Management 9.1 Release notes and notices

BMC Service Level Management 9.1 Release notes and notices

 

 

Date Title Summary
February 28, 2018 9.1.04.002: Patch 2 for version 9.1.04

This patch consolidates all the Hot Fixes delivered for BMC Remedy IT Service Management version 9.1.04 and later into a single patch release. The patch contains fixes in Foundation and BMC Remedy Smart Reporting areas.

The patch also includes product enhancements for BMC Remedy Smart Reporting. For more information, see BMC Remedy Smart Reporting enhancements for version 9.1.04.002.
February 28, 2018 2.0.00.001: Patch 1 for version 2.0.00 Defect fixes and other corrected issues.
December 18, 2017 2.0.00 enhancements

Enhancements available in version 2.0.00 of Remedy with Smart IT (Smart IT) are:

  • Enhanced screen configuration capabilities

  • Capability to update field using expression

  • Provider action for a specific field for change and incident ticket

  • Ticket console enhancement

  • Additional process to add custom fields to the Asset View

  • Global search enhancements

  • Smart Recorder search enhancement

  • Additional configuration parameters

  • Customization information transfer using the BMC Remedy Deployment Application

  • Management of configuration data through Centralized Configuration (CCS) forms

  • Data migration utility for Smart IT 2.0 upgrade
  • BMC Cognitive Service Management to auto-categorize the tickets

December 5, 2017

9.1.04
  • BMC IT Service Management Suite enhancements include:
    • Enhancements in Data Management spreadsheets to relate phases easily and define sequence for the tasks associated with change templates.
    • Error notification for failure of dataload job due to Carte server issues

    • Ability to migrate application objects using the BMC Remedy Deployment Application

    • Fortification of user permissions to work with tasks

    • Maximum size setting for zip files in Log Zipper utility

    • BMC Cognitive Service Management to auto-categorize the tickets
  • BMC Remedy Smart Reporting enhancements introduced in this release:
    • New out-of-the-box KPI reports
    • Java based BMC Remedy Smart Reporting User Sync utility
September 4, 2017 9.1.03.001: Patch 1 for version 9.1 Service Pack 3 This patch consolidates all the Hot Fixes delivered for BMC Remedy IT Service Management version 9.1.03 and later into a single patch release. The patch contains fixes in Foundation, BMC Remedy Smart Reporting, and BMC Service Request Management areas.
June 9, 2017 9.1.03: Service Pack 3
  • Data Management utility enhancements in this release:
    • Option to select multiple dataload jobs from the Job Console to cancel or delete
    • A flag to identify the dataload job templates not supporting update of data
    • Reduced time period for efficient cleanup of processed data
    • New values for AR System server parameters to ensure efficient onboarding of bulk data
    • Error notification for failure of dataload job at Load and Promote step
    • New AR Upsert step for importing the People form data using LDAP
  • BMC Remedy Smart Reporting enhancements introduced in this release:
    • New intuitive user interface
    • Out-of-the-box reports for BMC Knowledge Management and BMC Release Management
    • New semantic view and out-of-the-box report for BMC Asset Management CI data
    • Ability to set the time zone while onboarding users on to BMC Remedy Smart Reporting
    • New key performance indicators for work orders and incidents
    • Enhanced subquery and AR JDBC capabilities
May 31, 2017 1.6.00 enhancements

Enhancements available in version 2.0.00 of Remedy with Smart IT (Smart IT) are:

  • Enhanced screen configuration capabilities

  • Capability to update field using expression

  • Provider action for a specific field for change and incident ticket

  • Ticket console enhancement

  • Additional process to add custom fields to the Asset View

  • Global search enhancements

  • Smart Recorder search enhancement

  • Additional configuration parameters

  • Customization information transfer using the BMC Remedy Deployment Application

  • Management of configuration data through Centralized Configuration (CCS) forms

  • Data migration utility for Smart IT 2.0 upgrade
  • Auto-categorization by using BMC Cognitive Service Management
December 5, 2016 9.1.02: Service Pack 2

Enhancements in this release:

  • Enhancements to define support group configuration for assignment
  • Support to provide ticket data access at support group and company level
  • Enhancements to change automation
  • Support to integrate BMC Remedy ITSM with DLP feature in Microsoft Office 365
  • Addition of new reports in BMC Remedy Smart Reporting to analyze security risks
  • New administrator user interface for BMC Remedy Smart Reporting
  • New features and enhanced security for BMC Remedy Single Sign-On (BMC Remedy SSO)
December 5, 2016 1.5.01 enhancements
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June 23, 2016 9.1.01: Service Pack 1

Enhancements in this release:

  • Enhancements to define support groups to display in the assignment menus

  • Support for BMC Remedy Single Sign-On Double Authentication

  • Support for hierarchical groups in Data Management and Onboarding Wizard

  • Decoupling reconciliation activity

  • KCS enhancements for BMC Knowledge Management

  • Support for registration of View forms using BMC Knowledge Management Registration Wizard

  • Enhancements to the Decision Tree implementation in BMC Service Desk

  • Enhancements to the Change Approval processes in BMC Change Management
June 23, 2016 1.5.00 enhancements

Smart IT 1.5 introduces several enhancements:

  • High availability enhancement
  • Support for task sequencing
  • Usability enhancements
  • Security enhancements
  • Mobile enhancements
  • Support for the Hebrew locale
  • Include or exclude customer and contact name from the ticket title and description in Smart Recorder
  • Enhancements to the Knowledge-Centered Support (KCS) feature

In addition, BMC Remedy IT Service Management (BMC Remedy ITSM) 8.0.00 is the minimum supported version for Smart IT 1.5. BMC Remedy with Smart IT 1.4 and earlier continue to be supported by BMC Remedy ITSM 7.6.04 SP2 and above.
May 17, 2016 Smart IT 1.4 performance Performance information is now available for Smart IT 1.4.
April 07, 2016 Documentation enhancement

Videos on user onboarding and content import in BMC Remedy Smart Reporting are now available.
February 26, 2016 Documentation enhancements

February 24, 2016


 1.4.00 enhancements

Smart IT 1.4 introduces several enhancements:

  • New Asset Management capabilities, including:
    • Asset Console for locating and managing assets
    • Create and update assets
    • Grouped assets and additional asset types
    • Smart receiving from mobile devices
    • Customization of the Asset View
    • Visual CI explorer
    • Create an incident, work order, or change request from an asset
    • Relate an asset to another asset
  • Enable or disable application modules for phased roll out
  • Add new customer from Smart Recorder
  • Add approvers to change requests
  • Apple Watch support
  • Upgrade enhancements
December 22, 2015 Version 9.1.00

Enhancements available in this release:
December 18, 2015 Service Pack 1 for version 1.3 of BMC Remedy with Smart IT

Enhancements available in this release:

  • Functionality to support Knowledge-Centered Support (KCS) framework
  • Support for BMC Remedy ITSM 9.1 enhancements
  • Upgrade directly to Smart IT 1.3.01 from version 1.2.00
  • User experience enhancements
  • Accessibility enhancement
  • Support for Microsoft Edge browser

Note: BMC Remedy ITSM version 9.1.00 is compatible with Service Pack 1 for version 1.3 of BMC Remedy with Smart IT. It does not support earlier versions of Smart IT.

 

 


Getting started

 

Planning

 

Performance, permissions, and system requirements.

Installing

 

Information about installation and configuration of the product, migration of data, and deployment.

Upgrading

 

Upgrade process.

Troubleshooting

 

Issues resolution, logs, and contacting Support.

Using

 

Interface descriptions, using the product.

Administering

 

Information to set up user accounts, to manage and maintain the system after it is installed and configured.

Integrating

 

Integrations with other products.
PDFs


 

 

FAQs and additional resources

 

This topic provides information that supplements the Remedy ITSM Suite 9.1 documentation. It contains the following sections:

Frequently asked questions

Frequently Asked Questions on Remedy ITSM Process Designer

Frequently asked questions for Remedy Smart Reporting

Frequently asked questions on Remedy ITSM Data Access Model

 

  What happened to all the PDFs for this product?

Where to find information previously provided in a PDF guide or manual

Document title

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

Known and corrected issues
  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
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 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.

XML and HTML exports

If you require an export in XML or HTML format, contact us.

 

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 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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Last modified by Jyoti Nerkar on Jan 02, 2019
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Comments

  1. Colin Rolls

    it states ' Is all the content for BMC Remedy ITSM 8.1 in this space?'  - this should be 9.1

    Nov 04, 2015 09:44
    1. Priya Shetye

      All occurrences of 8.1 have been updated.

       

      Nov 27, 2015 12:01
  2. Thomas Hammer

    Deployment Application for migrations is pointing to BMC Remedy Service Level Management data archiving in the Release Notes enhancements section

    Jan 07, 2016 07:51
    1. Priya Shetye

      Thank you for your comment, Thomas. The link has been fixed in the Release notes and notices page.

      Jan 28, 2016 03:37
  3. Colin Rolls

    after logging in and when I hover over 'Share' the wording reads 'Share this content with other users (s)' which should really read "Share this content with other users (Type 's')" to be consistent with the other icons. same with every page on BMC docs.

    Feb 11, 2016 09:00
    1. Priya Shetye

       Hello Colin,

      I have let the technical team know of this error and we are working on fixing it. Thank you for bringing this to our notice.

      Regards

      Feb 16, 2016 02:02
  4. Colin Rolls
    Feb 15, 2016 07:57
    1. Bhakti Paranjpe

      Thank you for your comment, Colin. The link has been fixed.

      Regards,
      Bhakti

      Apr 20, 2016 11:11
  5. Colin Rolls

    under release notes and notices there is a note that states "For example, if you are upgrading from version 7.6.04, review the release notes for versions 8.0, 8.1, and 9.0."  - this needs to be updated to incorporate 9.1, also there is no link on the 9.0 like there is with 8.0, 8.1

    Feb 19, 2016 04:19
    1. Bhakti Paranjpe

      Hi Colin,

      I have done the required changes.

      Thanks,
      Bhakti

      Apr 20, 2016 11:19
  6. Colin Rolls

    I would like to see an 'uninstalling' section here where it is explained how to uninstall various ITSM 9.1 components, there are uninstaller folders and executables in installation directories (such as UninstallAtriumCore, UninstallITSMSuite) which can be run it appears but these aren't explained in any bmc docs that I can see. (searches for 'uninstall', 'uninstalling' return nothing) even if it just a short FAQ section that says contact bmc for assistance uninstalling and what to do/not to do, order of uninstall, showing examples, dependencies of uninstalling, etc explaining best ways to approach this I believe would be beneficial to bmc docs.

    Apr 20, 2016 05:37
    1. Tami Palacky

      it would be nice if the time was taken on documentation as it initially was by explaining everything, fields on forms and purposes, as well as screen shots.  that was much more helpful than today where you click a link then click a link for more information only to click another link and so on and so on ... 

      Apr 20, 2016 03:16
      1. Bhakti Paranjpe

        Hello Tami,

        We appreciate your feedback. We'd like to get specific examples from you to understand what you are looking for, and we can improve the content to help you better.

        Regards,
        Bhakti

        Apr 25, 2016 06:19
    1. Bhakti Paranjpe

      Hello Colin,

      Thank you for your feedback.

      Installation and uninstallation information in provided in the BMC Remedy ITSM Deployment 9.1 online documentation. The Uninstalling application components section in that documentation provides the procedures for uninstalling BMC Remedy ITSM application components. 

      I also added a relevant link and labels in the Installing topic in this documentation, to help direct users to the correct uninstallation topic.

      Additionally, I have forwarded your suggestions to provide additional information around the order of uninstallation and dependencies to the writers who handle the deployment documentation. They will work on adding the required information as appropriate.

      Regards,
      Bhakti

      Apr 21, 2016 12:48
  7. Ashley Teague

    Question on scenario- upgrading from 7.5 to 9.1-- TRB tickets from 7.5 are accessible in 9.1- if changes are made to the tickets in the 9.1 environment (IE they are hard closed) and then we revert back to 7.5 will those changes carry over? Or will the tickets be as they were in 7.5 before the attempted upgrade?

    May 21, 2016 05:27
    1. Sirisha Dabiru

      Hi Ashley,

       

      I will check with the SMEs and get back to you on this.

       

      Regards,

      Sirisha

      Jul 25, 2016 04:37
    1. Sirisha Dabiru

      Hi Ashley Teague,

      After upgrading to 9.1 from an older version and making changes to the older tickets (tickets created in your 7.5 environment), if you revert to 7.5, the changes made to the tickets in the 9.1 environment are carried over to the 7.5 environment. However, there might be data access issues. In 9.1, ticket data access is tied to support group. In the older versions, ticket data access is based on the company permissions.

       

      Regards,

      Sirisha

       

      Ashok kumar Jha

      Aug 04, 2016 04:34
  8. Veeral Oza

    Where can I find process designer documentation? It has become really difficult to locate process designer documentation. The link on EPD got me here on the ITSM page. Can someone please help me?

     

    Regards,

    Veeral Oza

    Sep 01, 2016 03:28
    1. Sirisha Dabiru

       Hi Veeral Oza,

      BMC is not supporting Process Designer anymore. However, you can access the Process Designer documentation from the following doc spaces:

      Process Designer: https://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+ITSM+Process+Designer#BMCRemedyITSMProcessDesigner-ProcessDesignerdocumentation 

      Process Designer installation:

      Installing BMC Remedy ITSM Process Designer 

      Regards,

      Sirisha

       

       

      Sep 02, 2016 03:51
      1. Veeral Oza

        Not supporting anymore?  There was a version 9.1 released a month back and all of a sudden it is not supported?. Can you please point me to the document, where it says that BMC is not supporting PD anymore. I need to inform this to our customers urgently.

         

        Regards,

        Veeral Oza

        Sep 02, 2016 04:08
        1. Sirisha Dabiru

           Hi,

           

          There was some confusion around Process Designer.  It is still supported: Here are the doc links:

           

          Regards,

          Sirisha

          Sep 02, 2016 05:45
  9. Douglas Reif

    Once you have upgraded to 9.1, please reference this Communities article for post-upgrade recommendations.

    Sep 19, 2016 11:32
  10. Jens Eriksen

    Hello, Could someone please give me a hint of where I can find a roadmap for the next 6-12 months for ARS/ITSM ?

    Thx in advance. Br. Jens

    Aug 23, 2017 06:39
    1. Mokshada Shivarekar

      Hello Jens,

      Thank you for your interest in BMC Remedy AR System and BMC Remedy IT Service Management.

      To know more about the road map of these products, please follow-up for the updates from BMC.

      Thanks,

      Mokshada

      Sep 07, 2017 10:08
  11. Steven Casey

    I was expecting to see SLM documentation here too. Having trouble finding it.

    Jan 04, 2018 11:12
    1. Mokshada Shivarekar

      Hi Steven,

      There is separate online documentation portal for BMC Service Level Management.

      Please use the following link to access the documentation.

      BMC Service Level Management 9.1

      Thanks,

      Mokshada

      Jan 04, 2018 11:14
  12. Vinod Gaidhani

    9.1.04.002: Patch 2 for 9.1.04 : Link is not working. Also Patch 1 is not released or document is missing here.

    Feb 28, 2018 09:29
    1. Jyoti Nerkar

      Hello Vinod,


      Sorry for delay in replying to your comment.


      The link to 9.1.04.002: Patch 2 for 9.1.04 is pointing to this page: https://docs.bmc.com/docs/itsm91/9-1-04-002-patch-2-for-version-9-1-04-797317338.html

      You can try accessing this link and revert in case it is still not working. 

      Regarding Patch 1, the patch was not released for ITSM applications.

      Regards,

      Jyoti

      Jun 25, 2018 05:37
  13. Jerome Walker

    Hello. I am submitting a suggestion (request.) Please route it to the appropriate office. On our BMC Account login page, there is an option to "Remember Me." However there is no option to "Keep Me Logged In." Request that this option be added. As it is now, during each and every session that we want to make a comment or ask a question we have to log in. But, 99% of the people who use ITSM should be people who use a dedicated computer, not a shared computer. There's just no way that this isn't the case. It is entirely logical and reasonable to provide this option. I see it as being illogical not to provide the option. Request this option. Please forward. Thank you very much, Jerome Walker (Jerry)

    Jun 12, 2018 08:50
  14. Divya B

    Hello, Can you please confirm the new (9.1.04v) upgrade impacts 9.1.03v.

    Jul 24, 2018 07:29
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