This documentation supports the 20.02 version of Remedy Service Desk.

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

Release notes and notices

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.


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 enhancements




August 28, 2020Patch 1 for version 20.02
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, 202020.02 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 .

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