This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

18.08 enhancements



This section contains information about enhancements in version 18.08 of BMC Remedy IT Service Management Suite.


Related topics

Downloading the installation files

Known and corrected issues

Release notes and notices


With the BMC Helix Cognitive Automation enhancements incident template is applied automatically

The BMC Helix Cognitive Automation feature is enhanced for creating incident tickets. When a ticket is created using an email sent by a user, the BMC Helix Cognitive Automation feature scans the email subject or content of that email and applies the relevant ticket template. For more details, see the following topics:

Creating an email generated incident request

Configuring BMC Helix Cognitive Automation


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