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Remedy Service Desk 20.02

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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 26 Oct

Learn what’s new or changed for Remedy Service Desk 20.02 release, including new features, urgent issues, documentation updates, and fixes or patches.
The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy 20.02 release.

Note

This section only includes information about changes since the most recent release of Remedy 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, 18.08, 19.02, 19.08, and 19.11.

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Related topics

Known and corrected issues

Support information

Remedy IT Service Management Suite release notes Open link

Date	Title	Summary
October 23, 2022	20.02.03: Patch 3 for version 20.02	This patch release contains defect fixes and updates for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator).
October 6, 2020	20.02.02: Patch 2 for version 20.02	This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator).
August 28, 2020	Patch 1 for version 20.02	Important Patch 2 for version 20.02 is available. You must directly upgrade from version 20.02 to Patch 2 (20.02.02) of Remedy IT Service Management Suite. This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator) and includes updates to replace the Flash-based capabilities in the Remedy ITSM suite.
February 21, 2020	20.02 enhancements	Enhancements to Remedy Service Desk are: Managing incidents as security incidents (Versions 19.11 and later) Ability to automatically resolve email generated tickets (Versions 19.11 and later) Self help options for business users when email generated tickets are created (Versions 19.11 and later) Business users can reopen tickets from the email notification if the self help options are not enough to resolve issues For the Remedy IT Service Management Suite enhancements, see Remedy IT Service Management Suite enhancements .

Getting started Orientation Quick start Key concepts User goals and features Use cases Best practices for Remedy Service Desk		Using As an end user, access and navigate the interface and use Remedy Service Desk to manage incidents and problems.
		Developing As a developer, develop incident management and problem management integrations.
Administering As an administrator, manage configuration items and archive Remedy Service Desk records.	Integrating As an administrator, set up integrations with other BMC products or third-party software.	Troubleshooting Resolve common issues or errors, review logs, or contact Support.
Planning Use Remedy Service Desk to manage incidents and problems, understand user permissions and sample data for incident management templates.	Installing (On-premises only) Install and perform initial system configuration.	Upgrading (On-premises only) Upgrade based on the latest system requirements and software.

PDFs

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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
Creating PDF and Word exports
Additional resources from BMC

Frequently asked questions

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

What happened to all the PDFs for this product?

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

Document title	Found here in
Incident Management User Guide	Using Managing incident requests
Problem Management User Guide	Using Managing problem investigations
Installation Guide	Planning Installing Upgrading
Configuration Guide Administration Guide	Key concepts Process flow status and the lifecycle of an incident request Process flow and the lifecycle of a problem investigation User roles Configuring after installation Configuring after installation Configuring Incident Management Configuring Problem Management Selecting the application preferences Administering Managing configuration items Data Management BMC Service Desk permissions, see Incident Management and Problem Management permissions.
Guide to Multi-Tenancy	Multi-tenancy Using the multi-tenancy mode
Concepts Guide	Key concepts BMC Incident Management use cases BMC Problem Management use cases IT Home page Accessing and navigating the interface Using Global search Registering incident requests Managing problem investigations Using ROI flashboards Using the KPI flashboards BMC Remedy ITSM integrations Compatibility matrix Language information Configuring Foundation User permissions Customization designs
Notification Engine Guide	Notification Engine Notification Engine configurations Configuring notifications
Data Management Administration Guide	Data Management Data Management error messages Troubleshooting Data Management
Task Management System Administration Guide	Task Management System Working with tasks

Where do I find release note information?

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 do I find information previously provided in a white paper?

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	Section 508 compliance issues Configuring the environment for accessibility
BMC Remedy IT Service Management 7.6.03 Integrations White Paper	Integration model Incident Management integrations Problem Management integrations

Where can I find technical bulletins?

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	The child topic for that service pack or patch under Release notes and notices For issues corrected in the service pack or patch, sort the table in Known and corrected issues by the "Corrected in" column
Other information	Placed in context throughout this space, but listed and linked to in Release notes and notices

Where can I find flashes?

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.

Is all the content for this version of BMC Service Desk in this space?

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:

BMC Remedy IT Service Management Suite: Provides suite level information for BMC Service Desk.
BMC Service Desk: Provides information for BMC Service Desk.

I’d like a PDF of just selected information. How can I do that?

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

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
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:

BMC Service Desk, BMC Communities
BMC Service Desk Support, BMC Service Desk Support page
BMC Customer Support, BMC Communities
Search the BMC Support Knowledge base, filter your searches using Incident Management or Problem Management in your search term
BMC Service Desk learning path, BMC Educational Services
BMC Service Desk offerings, high level product information
BMC Remedy IT Service Management Suite, high level product information
Documentation for related products:

Remedy Service Desk 20.02

Frequently asked questions

Creating PDF and Word exports

To export to PDF or Word

Additional resources from BMC

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