This documentation applies to the 8.1 version of Service Desk, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Service Pack 1 for version 8.1.00: 8.1.01

This topic contains information about fixes and updates in this service pack, and provides instructions for downloading and installing the service pack.


For information about issues corrected in this service pack, see Known and corrected issues.

Click here for a PDF file of the Service Pack 1 release notes.


Service Pack 1 provides the following enhancements.

Work Information

The following enhancements affect the Work Information feature: 


The following enhancement applies to the record counts on the Incident Management and Problem Management consoles:


 The following enhancements were made to the Task feature:  

  • When creating task templates, the system administrator can now categorize them in a hierarchy of up to three tiers. This makes it easier to organize large libraries of task templates and easier for you to locate and select a specific template. For a description of how to located and select a task template in the new hierarchy, see Adding tasks using task templates
  • You can now send an email note directly from the Task form. For information about how to do this, see Sending email from a task: version 8.1.01 and later.

Enhanced Incident Routing 

Incident routing rules are now expanded to use more CI attributes so that the tickets are assigned to appropriate groups and the right personnel. Correct routing and assignment speeds up the incident resolution process. 

You can now assign incidents based on the following routing options: 

  •  CI Location
  • Supported By group for Causal or Service CIs
  • Resolution Product Categories
  • Product Name
  • Operational Categories 

In Incident Management, a new CI Based Routing and Assignment Option section is added on the Incident Rules form. Before you can use the enhanced functionality, you must first enable CI-based routing. For more information, see Enabling CI-based routing.

Key corrected issues

This section contains a list of issues that have had a significant impact on how customers use the BMC Remedy ITSM products and which are corrected in this release.

  • You can now use localized strings to perform searches from the selection fields on the SYS:Predefined Queries form. This means that customers who use localized installations of BMC Service Desk can now perform searches using this form in their own, localized language. For more information about this issue, see SW00408133
  • Many issues related to German language localisation have been corrected, which make it much easier for German speakers to use the BMC Service Desk application. For more information about the corrected German language issues, see SW00447803 and SW00458447, as well as other related issues listed in Known and corrected issues.

For more information about other corrected issues in BMC Service Desk 8.1 Service Pack 1, see Known and corrected issues.

Downloading the service pack

For download instructions, see Downloading service packs.

Installing the service pack


To avoid import failures, upgrade BMC Remedy AR System and BMC Atrium Core to 8.1.01 before installing BMC Remedy ITSM Suite 8.1.01.

If you are installing the product for the first time, see Installing. If you are installing this service pack as an upgrade, see Upgrading.

Related topics

Known and corrected issues 


This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.


  1. Luciano Muller nicoletti

    When this Service Pack will be available for download ?


    Feb 07, 2014 03:51
    1. Bruce Cane

      Hi Luciano, we expect the service pack will be available shortly. We will make an official announcement when it is released. 

      Feb 07, 2014 07:52