This documentation supports the 20.02 version of Remedy Knowledge Management.

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


Remedy Knowledge Management 20.02

Remedy Knowledge Management is a framework for creating, publishing, reviewing, and searching IT knowledge articles. It provides service desk analysts with a knowledge base of easy-to-find solutions and give users self-service search options to help them resolve issues on their own.

Release notes and notices
updated 26 Oct

Learn what’s new or changed for Remedy Knowledge Management version 20.02, including new features, urgent issues, documentation updates, and fixes or patches.

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


This section only includes information about changes since the most recent release of Remedy Knowledge Management. 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 9.0, review the release notes for versions 9.1, 18.05, 18.08, 19.02, 19.08, and 19.11.


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

Related topics

Known and corrected issues

Support Information

Remedy IT Service Management Suite release notes Open link

October 23, 202220.02.03: Patch 3 for version 20.02This patch release contains defect fixes and updates for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator).
October 6, 202020.02.02: Patch 2 for version 20.02

This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator).

August 28, 2020

20.02.01: Patch 1 for version 20.02


Patch 2 for version 20.02 Open link is available. You must directly upgrade from version 20.02 to Patch 2 (20.02.02) of Remedy IT Service Management Suite.

This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator) and includes updates to replace the Flash-based capabilities in the Remedy ITSM suite.

February 21, 202020.02 enhancements
  • (Version 19.11 and later) Improved search results for knowledge articles with exact match of search strings



As an end user, access and navigate the interface, use the Knowledge Management Console, and create and publish knowledge articles.



As a developer, understand the development options for Remedy Knowledge Management.



As an administrator, perform a standard configuration, manage knowledge sources, and configure approvals.



As an administrator, set up integrations with Remedy Service Desk and Service Request Management.



Resolve common issues or errors, review logs, or contact Support.



Use the Knowledge Management Console and create and publish knowledge articles.



(On-premises only) Install and perform initial system configuration.



(On-premises only) Upgrade based on the latest system requirements and software.

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Additional resources
The following hyperlinks provide information outside of the BMC Knowledge Management documentation that you might find helpful:
  • BMC Communities, BMC Remedy community
  • BMC Knowledge Management Support page, BMC Knowledge Management Support
  • Search the BMC Support Knowledge base
  • BMC Educational Services, BMC Remedy ITSM Suite learning path
  • BMC Global Services, BMC Remedy ITSM offerings
  • information about BMC Remedy ITSM Suite
  • Documentation for related products:
    • BMC IT Service Management Suite documentation  BMC Remedy IT Service Management Suite Open link
    • BMC Asset Management documentation  BMC Asset Management Open link
    • BMC Change Management documentation  BMC Change Management Open link
    • BMC Service Desk documentation  BMC Service Desk Open link
    • BMC Service Level Management documentation  BMC Service Level Management Open link
    • BMC Service Request Management documentation  BMC Service Request Management Open link
    • BMC Atrium Core documentation  BMC Atrium Core Open link
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