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.

Release notes and notices

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Pack 1 for version 9.0, the preferences set at Company, Support Group or Individual level to use the Classic View are no longer applicable.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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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

DateTitleSummary
February 28, 20189.1.04.002: 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, 20182.0.00.001: Patch 1 for version 2.0.00Defect fixes and other corrected issues.
December 18, 20172.0.00 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


  • 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, 20179.1.03.001: Patch 1 for version 9.1 Service Pack 3This 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, 20179.1.03: 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, 20171.6.00 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, 20169.1.02: 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, 20161.5.01 enhancements
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June 23, 20169.1.01: 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, 2016Smart IT 1.4 performancePerformance information is now available for Smart IT 1.4.
April 07, 2016Documentation enhancement

Videos on user onboarding and content import in BMC Remedy Smart Reporting are now available.

February 26, 2016Documentation 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, 2015Version 9.1.00

Enhancements available in this release:

December 18, 2015Service 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.

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Comments

  1. Evan Ruble

    BMC Remedy Deployment Application enhancements link goes to SLM.  Would appreciate an update! (smile)

    Dec 22, 2015 11:23
    1. Priya Shetye

      Thank you for your comment. I have corrected the link.

      Regards.

      Dec 23, 2015 02:52
  2. Ana Dominguez

    Regarding the "Classic view no longer supported in BMC Remedy ITSM" red box above, the following is stated: "For Service Pack 1 for version 9.0 and later versions, Classic View forms are no longer provided with the product."

    However, the OOB 9.1.0 version we have installed, still has the Classic View of Change used when opening the Request from the Approval Console when the approval is for a change and the configuration is setup to open the corresponding request.

    This behaviour is inconsistent with the statement above which indicates the Classic View forms are no longer provided.

    At this point, we are not sure if the documentation is incorrect or the application is incorrect. We submitted an issue to BMC but they indicated the Classic Views will continue there. Please clarify which approach BMC will actually follow.

    Feb 29, 2016 11:49
    1. Priya Shetye

      Hello Ana,

      Classic views will no longer be supported as of Service Pack 1 for 9.0.00. The settings for these forms have been removed from the application in version 9.1.00. Even if the Classic Views are available, BMC does not provide support for them.

      I have updated the Warning to clarify the confusion. I hope this helps.

      Regards.

      Mar 08, 2016 09:17
      1. Ana Dominguez

        Just a comment regarding this statement: BMC does not provide support for them

        As I indicated in my original comment, the Classic view of change is being used in the BMC out-of-the-box (OOB) version of change and it is visible to customers. Therefore it is our expectation that these views will be supported until BMC comes up with other views to show in those instances.

        In fact, the reason I came across this documentation and found this inconsistency is because there was an issue on that OOB classic view and we had to fix it (there was a field that should have been hidden but wasn't). The person who dealt with my case on the BMC support side suggested that I write on the documentation site to get this updated faster than support submitting a ticket for documentation issue.

        In any case, it is our expectation that these views will be supported as long as they are being used in the applications.

        Mar 09, 2016 05:10
  3. Ricky R

    Hello,

    In the last point mentioned there is "Support for Microsoft Edge browser"? but in the SPAC site i couldn't find the compatibility for the microsoft edge browser in the Remedy AR System Server and Remedy with SmartIT? Could you explain the "Support for Microsoft Edge Browser" mean?

    Regards,

    Nov 02, 2017 09:27
    1. Mokshada Shivarekar

      Hello Ricky,

      Thank you for your comment. I will discuss with the SME about the compatibility of the feature and write back to you.

      Regards,

      Mokshada

      Nov 02, 2017 10:18
    1. Jyoti Nerkar

      Hello Ricky,


      Apologies for delay in response. However, the matrix is already updated with information about Microsoft edge.


      Regards,

      Jyoti

      Sep 17, 2018 12:16