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This documentation supports the 19.08 version of BMC Service Desk.

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

19.08 enhancements

This section contains information about enhancements in version 19.08 of BMC Service Desk.

For more information, see  Remedy IT Service Management Suite enhancements

Downloading the installation files

Known and corrected issues

Release notes and notices

Additional Remedy ITSM 19.08 enhancements

BMC Service Desk enhancements

The following sections provide information about the enhancements in the 19.08 release.

Automating root cause computing by using machine learning

The BMC Helix Cognitive Service Automation feature uses machine learning capabilities to get recommendations for Root Cause in Problem Management. For more details, see  Use case - Automating service management by using BMC Helix Cognitive Automation .

What else changed in this release

In this release, note the following significant changes in the product behavior:


Product behavior in versions earlier than 19.08

Product behavior in version 19.08

Type-ahead option for the Service CI and CI fields.

The type-ahead option was implemented for some fields and the matching values were displayed after the first keystroke.

To maintain consistency and to improve performance, the type-ahead option is now implemented for the Service CI and CI fields. This option is available if the Service CI and CI fields support both, entering and selecting a value.

The Service CI field is modified in the following forms:

  • HPD:Help Desk Classic  
  • HPD:Help Desk Dialogs  
  • HPD:Help Desk Dialogs Classic  
  • HPD:Template  

The CI field is modified in the following forms:

  • HPD:Help Desk Classic 
  • HPD:Help Desk Dialogs 
  • HPD:Help Desk Dialogs Classic
  • HPD:Help Desk

This option displays matching values after you enter three keystrokes in the Service CI and CI fields. To configure this value, see Automatically completing menu entries .

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