This documentation supports the 19.02 version of Service Desk.

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

Remedy Service Desk uses automated, ITIL-compliant incident management and problem management processes to help IT organizations respond quickly and efficiently to conditions that disrupt critical services.

The mission of the Incident Management process is to resolve incidents as quickly as possible in a prioritized fashion. Incidents typically represent service disruptions for users. The problem management process focuses on determining the root cause of a problem to minimize the number of incidents an organization has to handle. and on using the change management process to correct the root cause. Remedy Service Desk provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents.

Release notes and notices
updated 30 May

Learn what’s new or changed for BMC Service Desk 19.02 release, including new features, urgent issues, documentation updates, and fixes or patches.


This section only includes information about changes since the most recent release of BMC Service Desk. 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, and 18.08.


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




May 30, 2019Patch 1 for version 19.02This patch consolidates all the Hot Fixes delivered for Incident Management and Problem Management version 19.02 and later into a single patch release.
February 28, 201919.02 enhancements

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



As an end user, access and navigate the interface and use Remedy Service Desk to manage incidents and problems.



As a developer, develop incident management and problem management integrations.



As an administrator, manage configuration items and archive Remedy Service Desk records.



As an administrator, set up integrations with other BMC products or third-party software.



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



Use Remedy Service Desk to manage incidents and problems, understand user permissions and sample data for incident management templates.



(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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FAQs and additional resources

This topic provides information that supplements the BMC Service Desk documentation. It contains the following sections:

Frequently asked questions

This section provides answers to frequently asked questions (FAQs) about BMC Service Desk.

Where to find information previously provided in a PDF guide or manual

Where to find information previously provided in release notes

Type of information

Found here in

New features (enhancements) and other information

Version 18.08

  • Issues corrected by the base release and its service packs and patches
  • Issues that are currently open

Known and corrected issues

Where to find information previously provided in a white paper

Document title

Found here in

BMC Remedy IT Service Management 7.6.03 Section 508 User Accessibility Options White Paper

BMC Remedy IT Service Management 7.6.03 Integrations White Paper

Where to find information previously provided in a technical bulletin

Type of technical bulletin

Found here in

Contents of a service pack or patch and instructions particular to it

Other information

Placed in context throughout this space, but listed and linked to in Release notes and notices

 If BMC publishes urgent information about this product, you will find it under the Flash heading in Release notes and notices . Note that you will see the Flash heading only if an urgent issue is published.    

The documentation for this version of BMC Service Desk is split between multiple spaces, so a space-level search performed in the box in the left navigation pane does not search all the documentation for this release. The following spaces document this release:

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

Additional resources from BMC

The following BMC sites provide information outside of the BMC Service Desk documentation that you might find helpful:


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