This documentation supports the 9.0 version of Service Desk.

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

Best Practice and Classic views

Classic view no longer supported in BMC Remedy ITSM

As announced in earlier, Classic Views are no longer supported in BMC Remedy ITSM versions 9.0 and later. The Classic Views were included in version 9.0 for helping customers transition to BMC Remedy with Smart IT or the Best Practice views.

For Service Pack 1 for version 9.0 and later versions, Classic View forms are no longer provided with the product. For more information about deprecation of Classic View forms, see earlier BMC Remedy ITSM product announcements available at Product announcements for BMC Remedy IT Service Management Suite

BMC Remedy ITSM provides a Best Practice view for key forms.

On the Best Practice view, fields most commonly used are immediately visible. You can access less frequently used functionality from the tabbed sections of the form or from the links in the navigation pane. For example on the Incident request form, the Templates field is included in the Best Practice view to encourage the use of templates.

This section explains why Best Practice views were developed, outlines the benefits of using them, and provides some recommendations for deploying them.

Best Practice views are available for the following applications and modules in the BMC Remedy ITSM Suite:

  • Change request
  • Incident request
  • Known error
  • Problem investigation
  • Release request
  • Work Order

For information about the benefits of Best Practice view in each application, see Benefits of Best Practice views.


If a procedure description in the documentation differs depending on the view, both methods are described. Instructions for the Best Practice view are provided first.

For detailed information about why Best Practice views were developed, the benefits of using them, and some best practices suggestions about deploying them, see Best Practice view in the BMC Remedy ITSM Suite documentation portal.

For information about Best Practice views in the Incident Management and Problem Management features, see the following topics:

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  1. David Quinn

    Is there a suggested migration approach to move from Classic to Best Practice?

    Apr 30, 2018 12:09