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.

Viewing and modifying standard configuration data

After you configure BMC Remedy ITSM as a standard configuration, you can view the configuration data. When you view the data, a form appears in which you can perform additional custom configuration.

For example, if you view support groups, you can use the Support Group form to modify the data already entered or add additional information, such as the business hours for a support group.

To view the configuration data, you must have permissions to view or modify that configuration data. For more details about permissions, see Foundation module permission groups.

To view or modify standard configuration data

  1. On the Standard Configuration tab of the Application Administration Console, select the correct company.
  2. Click the View link next to the category of standard configuration data that you want to view or modify. 

    The corresponding form appears with search results that display all records for the selected company. If appropriate, records applicable to all companies also appear. For example, if you click the View link next to Support Group, the Support Group form appears, displaying all matching support groups. The top part of the form displays the search results, and the bottom part displays the selected record. 

    Support Group form displaying the company's support groups 

  3. Select the appropriate record to view the data or make changes.
  4. If you make changes to the form, click Save.
  5. Close the form.
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  1. Colin Rolls

    1) the screenshot on this page is from the user tool and an older version of ITSM, it doesn't have for instance the Group Notification Settings tab.

    2) in step 1) should really have a screenshot of the application admin console pointing out where the selecting company and 'view' buttons are

    3) a very important point completely overlooked on this page is that the user trying to 'view' the configuration data will need the following permissions to view/modify the applicable data otherwise they will get an error:

    • Config Categorization Admin (used to configure the main categorization data structures)
    • Config Group Mapping Admin (used to configure assignment routing mappings)
    • Contact Location Admin (used to configure the Company and Location data structures)
    • Contact Organization Admin (used to configure the Company, Organization and People data structures)

      a link to this page could be given for reference:




    Jul 13, 2017 04:04
    1. Jyoti Nerkar

      Hello Colin,

      We are working on this and will update you accordingly.



      Sep 17, 2018 03:52
      1. Jyoti Nerkar

        Hello Colin,

        I have updated the topic to add relevant screenshots and information pointing to permissions page.



        Sep 17, 2018 05:26