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.

Version 8.1.00

This topic describes the following product enhancements available with version 8.1:

Simplified installation

The BMC Remedy IT Service Management 8.1 installation has been greatly simplified:

  • To reduce manual user inputs, the number of panels in the installer are reduced. Information from the AR System server is intelligently leveraged by the installer to simplify installation.
  • Related inputs are consolidated into single panels.

The following configuration modules were removed from the installer, but their instructions are linked below:

Configuration module removed from installer Where documented
BMC Atrium Service ContextConfiguring BMC Atrium Service Context for BMC Remedy ITSM applications
Migrating BMC Knowledge Management permission mappings (during upgrades only) Migrating user permissions from the 7.2 and 7.5 releases
Private port queues Adding a private queue port number for Software License Management
Object modification logging Version 8.1.00
Crystal ReportsShowing or hiding Crystal Reports -- the web-only reports are intsalled by default.
Thread setting The installer automatically sets the Fast and List threads to 12 maximum and 8 minimum.

For additional instructions on configuring BMC Remedy IT Service Management, go to Configuring after installation.

UI updates

Numerous updates have been made throughout the Service Desk application to make the user interface (UI) behave consistently with other applications in BMC Remedy IT Service Management Suite. Key UI changes include:

Incident matching

When you click Incident Matching while viewing an incident request, the Incident Matching dialog box now opens with a lists of possible matching records for you to select from. If you do not see an appropriate matching record, you can return to the Incident form without selecting a record. See Searching for matching records for more information.

Additional columns available in the console tables

There are now more columns that you can add to the Incidents and Problems tables on the Incident Management and Problem Investigation consoles. See the description of the Preferences button on Functional areas of the Incident Management console and Functional areas of the Problem Investigation console for information about adding columns to the application tables.

Menu structure simplified

The structure of the Navigation pane menu on the application consoles and on the application forms has been flattened to simplify navigation. The following sections describe those changes.

Note

Functionality that was available in earlier releases is still present. In some cases, however, the location of the links that invoke the functionality have changed. Any new link locations are described, below.

You can now access all consoles from the Application menu. See IT Home page for information about the Application menu.

The exact contents of any given application form menu can depend on the status of the record at the time that you are looking at the record.

Incident Management console menu change

The Advanced Search selection was added to the Incident Management console menu (this selection previously was accessed from the Incident form menu).

Incident form menu changes

The Incident form menu has the following changes:

  • The LinksAdvanced Functions, and Consoles headings were removed, however---except where noted below---the related features and functions are retained.
  • The Reports selection was removed. It is still available from the Incident Management console menu and is also available from the Application menu (Quick links > AR System Report Console).
  • The Advanced Search selection was moved to the Incident Management console menu.
  • The Tasks selection was removed. This feature is now available from a tab on the Incident form.
  • The Categorizations selection was removed. This feature is now available from a tab on the Incident form.

Note

The Task and the Categorization tabs are displayed as part of the default behavior. However, you can configure the application to hide them. See Hiding or displaying the Task and Categorization tabs in Incident Management and Hiding or displaying the Task and the Categorization tabs in Problem Management for instructions about how to hide these tabs.

Problem Investigation console menu change

The Advanced Search selection was added to the Problem Investigation console menu (this selection previously was accessed from the Problem Investigation form menu).

Problem Investigation form menu changes

The Problem Investigation form menu has the following changes:

  • The LinksAdvanced Functions, and Consoles headings were removed, however---except where noted below---the related features and functions are retained.
  • The Reports selection was removed. It is still available from the Problem Investigation console menu and is also available from the Application menu (Quick links > AR System Report Console).
  • The Advanced Search selection was moved to the Problem Investigation console menu.

Known Errror form menu changes

The Known Error form menu has the following changes:

  • The LinksAdvanced Functions, and Consoles headings were removed, however---except where noted below---the related features and functions are retained.
  • The Impacted Areas selection was removed. It is still available from the Problem Investigation form menu.

Solution Database form menu changes

These changes did not affect the Solution Database form changes

See Functional areas of the Incident Management console and Functional areas of the Problem Investigation console for a description of the new Navigation pane menu structure on the consoles.

Refresh button consistency

The Refresh button now appears in a consistent location on the main Service Desk forms and consoles: in the top right corner of the form or console, to the left of the Global search field.

Knowledge search UI on the Incident form updated

When you perform a knowledge search from the Incident form, the search results are now displayed in a format that is similar to that of the Global search results. The knowledge search results are also displayed in the same browser window as the Incident form, instead of a separate browser window.

Hover-over UI updated

The hover-over UI has been updated to include more, and more consistent information.

Presentation of Incident and Problem details updated

When viewing details related to an Incident or Problem record, for example: the Incident Matching dialog, or a Known Error record, the UI has been updated to more closely resemble the Best Practice view. This makes it easier to view information in the UI.

Incident form auto-complete feature updated

The auto-complete feature has been updated on the Incident form to make it more consistent with the auto-complete feature on other forms in the BMC Remedy ITSM suite of applications. For example, in the Service field, the auto-complete feature now performs a "match-anywhere" function on text typed into the field.

Service field menu entries sorted alphabetically on Incident form

The entries in the selection menu related to the Service field on the Incident form are now sorted alphabetically.

View Service Request link in Incident Management

If the Incident request that you are working on was generated from BMC Service Request Management, there is now a link (View REQ00000000123) to the originating service request in the Navigation pane of the Incident request form.

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