This documentation supports the 9.1 version of Service Desk.

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


This table provides information about fixes and updates in version 9.1.04, and provides instructions for downloading and installing version 9.1.04.

Enhancements in version 9.1.04

To learn about new features added in version 9.1.04, see Enhancements.

For more information about enhancements in BMC Remedy ITSM Suite, see  ITSM Suite version 9.1.04 enhancements .

Known and corrected issues

For a list of known issues and issues corrected in version 9.1.04, see:

  • Known and corrected issues
  • Application installation and upgrade known and corrected issues in BMC Remedy IT Service Management Deployment documentation.
Downloading version 9.1.04

For download instructions, see Downloading the installation files in BMC Remedy IT Service Management Deployment documentation.

Installing version 9.1.04

If you are installing the product for the first time, see  Installing  in BMC Remedy IT Service Management Deployment documentation.

If you are installing version 9.1.04 as an upgrade, see  Upgrading in BMC Remedy IT Service Management Deployment documentation.

Note: To avoid import failures, upgrade BMC Remedy AR System and BMC Atrium Core to 9.1.04 before installing BMC Remedy ITSM Suite 9.1.04.


This release includes the following enhancements.

Fortification of user permissions to work with tasks

With this version, you require a set of permissions to open and modify information in a task related to an incident or problem by opening it from your IT Home page or from the parent request. For more information about these permissions, see Task management permissions.

What's changed in this release

EnhancementProduct behavior in versions earlier than 9.1.04Product behavior in version 9.1.04
BMC Service Desk

Earlier, if you opened the expand edit box of Notesfield and scrolled through the list of locked and unlocked work information entries from the Work Details tab of an incident record by using Down Arrow, all the work information entries opened in a single either editable or non-editable Incident – Notespop-up, irrespective of the work note lock status.

If you open the expand edit box of Notes field and scroll through the list of locked and unlocked entries for an incident from the Work Details tab by using the Down Arrow:

  • For a locked work information entry, a non-editable Incident – Notes pop-up opens.
  • For an unlocked work information entry, an editable Incident – Notes pop-up opens. 

If the locked or unlocked work information entries are present in a sequence, you can toggle by using Down Arrow.

However, if a locked entry is following by an unlocked entry, you must select the entry again from the table for the Incident – Notes pop-up to open.

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