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.
Learn what’s new or changed for Remedy Service Desk 20.08 release, including new features, urgent issues, documentation updates, and fixes or patches.
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Date | Summary | Reference |
|---|---|---|
| June 13, 20221 | 20.08 patch 13 includes fixes for defects in Smart IT. | 20.08 patches |
| January 7, 2022 | 20.08 patch 12 includes fixes for defects in Smart IT and BMC Service Request Management. | 20.08 patches |
| September 16, 2021 | 20.08 patch 9 includes fixes for defects in Smart IT. | 20.08 patches |
| July 28, 2021 | 20.08 patch 4 includes fixes for defects in Smart IT. | 20.08 patches |
| June 21, 2021 | 20.08 patch 3 includes fixes for defects in Smart IT. | 20.08 patches |
| May 19, 2021 | 20.08 patch 2 includes fixes for defects in Smart IT. | 20.08 patches |
| April 21, 2021 | 20.08 patch 1 includes fixes for defects in Action Request System. | 20.08 patches |
| September 23, 2020 | Enhancements to Remedy Service Desk are:
For the Remedy IT Service Management Suite enhancements, see
Remedy IT Service Management Suite enhancements
| 20.08 enhancements |
1 There are no patches with version numbers 20.08.05, 20.08.06, 20.08.07, 20.08.08, 20.08.10, and 20.08.11.
As an end user, access and navigate the interface and use Remedy Service Desk to manage incidents and problems. | ||
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. | |
Frequently asked questions
This section provides answers to frequently asked questions (FAQs) about BMC Service Desk.
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
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:
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