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This documentation supports the 19.11 version of Remedy Service Desk, which is available only to BMC Helix subscribers (SaaS).

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

19.11 enhancements

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 IT Service Management Suite enhancements .

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  Automating service management by using BMC Helix Cognitive Automation .

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




What else changed in this release

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


Update

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.

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