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.

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 incident management process focuses on getting users up and running after disruptions. The problem management process focuses on determining the root cause of a problem, 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 18 Jan

Learn what’s new or changed for Remedy Service Desk 20.08 release, including new features, urgent issues, documentation updates, and fixes or patches.


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, 19.11, and 20.02.


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

Support information

Remedy IT Service Management Suite 20.08 release notes




September 23, 202020.08 enhancements

Enhancements to Remedy Service Desk are:

  • Relate task or task group templates to incident templates
  • Indicate Chat as the reported source for incidents
  • Remedy no longer uses Adobe Flash

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



As an end user, access and navigate the interface and use Remedy Service Desk to manage incidents and problems.



As a developer, develop incident management and problem management integrations.



As an administrator, manage configuration items and archive Remedy Service Desk records.



As an administrator, set up integrations with other BMC products or third-party software.



Resolve common issues or errors, review logs, or contact Support.



FAQs and additional resources

This topic provides information that supplements the BMC Service Desk documentation. It contains the following sections:

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

 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

BMC Remedy IT Service Management 7.6.03 Integrations White Paper

 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

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:

 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

  1. 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
  2. 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:


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