This documentation supports the 20.08 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.

20.08 enhancements


This section contains information about enhancements in version 20.08 of Remedy Service Desk.

For more information, see Remedy IT Service Management Suite enhancements Open link .

Remedy Service Desk enhancements

The following sections provide information about the enhancements in this release of Remedy Service Desk.



Relate task or task group templates to incident templates

When you create a new incident template or modify an existing incident template, you can relate task or task group templates to the incident template by using the new Task Templates tab. When you use such incident templates to create an incident, the related task or task group templates automatically become available on the Tasks tab. This helps you to reduce the time taken to create an incident that requires several tasks or task groups.

For more information, see Relating task templates with incident templates Open link .




Indicate Chat as the reported source for incidents

The Reported Source field includes Chat as a source for incidents. For any ticket that an agent creates directly from a chat conversation, the Chat option is selected automatically in the Reported Source field. You can also use this field to generate reports.

For more information, see:



Remedy no longer uses Adobe Flash

Adobe has announced the end of development and distribution of Flash Player by the end of the year 2020. BMC has taken proactive steps to manage the sunset of Adobe Flash Player. We have implemented viable alternatives to use Remedy without Adobe Flash Player and enhanced the following product capabilities:

ITSM applications

  • Enhanced visualization features such as creating and viewing processes in Service Request Management. For details, see  Viewing and managing your requests Open link and Creating a standard PDT Open link in Service Request Management documentation.
  • The CMDB explorer and Audit user interface which are part of the new CMDB user experience are now available through Remedy applications. For details, see Exploring CI relationships Open link and Viewing a BMC Atrium CMDB audit of a CI Open link in Remedy Asset Management documentation.

HTML5 Logo by W3C

For information about enhancements in Remedy IT Service Management, see  Remedy IT Service Management Suite enhancements Open link



What else changed in this release

The following table lists the changes in the product behavior:

Update

Product behavior in versions earlier than 20.08

Product behavior in version 20.08

HPD:ServiceInterface web serviceWhen you created an incident by adding the value for the TemplateInstanceID field, you had to manually relate the tasks or task groups to the created incident.When you create an incident by adding the value for the TemplateInstanceID field, all the related tasks or task groups in the incident template are automatically available in the created incident.
HPD:IncidentInterface_Create interface formWhen you created an incident by adding the value for the TemplateID field, you had to manually relate the tasks or task groups to the created incident.When you create an incident by adding the value for the TemplateID field, all the related tasks or task groups in the incident template are automatically available in the created incident.
Data management utilityYou could not use the Data management utility to load the task or task group templates related to an incident template.

In the out-of-the-box Incident_Process_Setup.xlsm spreadsheet, you can use the TMS_LoadAssociationTemplate tab to load the associated task or task group templates to an incident template.

Openfire ChatThe Openfire Chat feature of Remedy AR System used Adobe Flash. You could use the chat feature only if your internet browser supports Adobe Flash.The Openfire Chat plug-in works only on browsers that support Adobe Flash. We recommend to use Smart IT Openfire Chat for agent to agent communication.
Creating an incident in Resolved statusWhen an incident is created in Resolved state and a support group is not provided, the default group assignment is used and the ticket is assigned to the appropriate support group and assignee and the incident’s status is changed to Assigned.When an incident is created in Resolved state and a support group is not provided, the assignment and status is changed as described in Creating an incident request record without a template.
Solution DatabaseYou can use Solution Database as a repository for knowledge, as an outcome of the incident management and problem management processes.BMC has announced end of support for the Solution Database component starting from 20.08 release. If you are using the Solution Database component, we recommend that you transition your content to the Remedy Knowledge Management application, which provides a better UI and a superior functional experience. For more details, see Product announcements.

Was this page helpful? Yes No Submitting... Thank you

Comments