This section contains information about enhancements in version 20.02 of Remedy Service Desk.
The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy 20.02 release.
For more information, see .
Remedy Service Desk enhancements
The following sections provide information about the enhancements in this release of Remedy Service Desk.
Managing security incidents
You can create and manage security incidents with a unique incident type. With a subscription to Helix Multi-Cloud Service Management 20.02, you can automatically create incidents in Remedy IT Service Management from offenses generated in IBM QRadar SIEM. You can manage these security incidents by using the Incident Management Console in Remedy IT Service Management. You can also filter and auto assign incidents to the security team.
For more information, see Configuring settings for managing security incidents and Managing and tracking security incidents.
(Version 19.11 and later) Automating service management by using BMC Helix Cognitive Automation
With usage of machine learning algorithms, the BMC Helix Cognitive Service Automation feature is enhanced to provide self-help options as responses to the business user emails in the form of either knowledge articles or Digital Workplace service catalogs. The administrators can configure the option to automatically resolve the tickets for which such self-help response is sent. Also, email notifications include an option to reopen the automatically resolved tickets. For the use cases and benefits of BMC Helix Cognitive Service Automation. For the use cases and benefits of BMC Helix Cognitive Service Automation, see .
For information about enhancements in Remedy IT Service Management, see
What else changed in this release
There are changes to the out-of-the-box objects. For a complete list of modified objects, see .
Additionally, the following table lists the changes in the product behavior.
Product behavior in versions earlier than 20.02
Product behavior in version 20.02
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.
|Security Incident option||While creating an incident, the Security Incident option was not available in the Incident Type drop-down menu on the Incident Management Console.||You can create security incidents by selecting the Security Incident option from the Incident Type drop-down menu on the Incident Management Console.|
While creating group assignments for incidents through the Application Administration Console, the Security Incident option was not available under Available Systems > Incident Management.
You can auto assign security incidents by selecting the Security Incident option from Available Systems > Incident Management while creating group assignments for incidents through the Application Administration Console.
|While filtering incidents by using the More Filters option, the Security Incident option was not available on the Incident Basics and Assignment tab.||You can filter security incidents by using the Security Incident option from the Incident Basics and Assignment tab.|