Remedy Service Desk 19.11 is available only to BMC Helix subscribers (SaaS).
This section contains information about enhancements in version 19.11 of Remedy Service Desk. For more information, see .
Remedy Service Desk enhancements
Automating service management by using BMC Helix Cognitive Automation
With usage of machine learning algorithms, BMC Helix Cognitive Service Automation is enhanced to automatically resolve tickets for which self-help response is sent. Also, email notifications can include an option to reopen the automatically resolved tickets. For the use cases and benefits of BMC Helix Cognitive Service Automation, see .
For the Remedy IT Service Management Suite enhancements, see .
What else changed in this release
In this release, note the following significant changes in the product behavior:
Product behavior in versions earlier than 19.11
Product behavior in version 19.11
Broadcast – Service Desk Management
|When a broadcast notification was sent to a support group, the broadcast link was accessible to an administrator or the users with Broadcast submitter functional role, only.|
When a broadcast notification is sent to a support group, all the members of the support group can access the broadcast link in Read only mode.