This documentation supports the 20.02 version of Remedy Knowledge Management.

To view an earlier version, select the version from the Product version menu.

20.02 enhancements

This section contains information about enhancements in version 20.02 of Remedy Knowledge Management.

The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy 20.02 release.

For more information, see Remedy IT Service Management Suite enhancements Open link .

Related topics

Downloading the installation files Open link

Known and corrected issues

Release notes and notices

Remedy Knowledge Management enhancements

The following sections provide information about the enhancements in this release of Remedy Knowledge Management.

(Version 19.11 and later) Improved search results for knowledge articles with exact match of search strings

When you search for knowledge articles using Full Text Search (FTS) and Multi-Form Search (MFS), you get improved search results because FTS and MFS support exact matches for quoted strings even if the quoted strings contain ignore words. On the AR System Administration: Server Information form or on the Remedy Management Console: FTS Management form, you can enable the setting that returns accurate search results for quoted strings containing ignore words. Thus, the end users do not experience any inconsistencies in search results and get precise matches instead of getting other related search results.

For more information, see Remedy AR System 19.11 enhancements.

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