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Remedy Service Desk 9.1

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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 incident management process focuses on getting users up and running after disruptions. The problem management process focuses on determining the root cause of a problem, 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.

Release notes and notices

updated 15 Nov

This section provides information about what is new or what has changed in the BMC Service Desk 9.1 release, including updates introduced by service packs and patches when they become available.

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Note

This section only includes information about changes since the most recent release of BMC Service Desk. If you are upgrading from a previous release, review the release notes for all applicable versions of the product. For example, if you are upgrading from version 7.6.04, review the release notes for versions 8.0, 8.1, 9.0, and 9.1.

Related topics

Where to find more information

Known and corrected issues

Support information

Installation and upgrade documentation
(in the BMC Remedy ITSM Deployment 9.1 online documentation space – includes information about how to obtain the installation files)

Related products

BMC Remedy IT Service Management Suite

BMC Asset Management

BMC Change Management

BMC Knowledge Management

Classic view no longer supported in BMC Remedy ITSM

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

Starting with Service Pack 1 for version 9.0, the preferences set at Company, Support Group or Individual level to use the Classic View are no longer applicable. For more information about the end of life of the Classic View forms, see earlier BMC Remedy ITSM product announcements available at Product announcements for BMC Remedy IT Service Management Suite .

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Date	Title	Summary
February 28, 2018	9.1.04.002: Patch 2 for version 9.1.04	This patch consolidates all the Hot Fixes delivered for BMC Remedy IT Service Management version 9.1.04 and later into a single patch release. The patch contains fixes in Foundation and BMC Remedy Smart Reporting areas.
December 5, 2017	9.1.04	This release consolidates all the Hot Fixes delivered for BMC Service Desk version 9.1 and later and also includes enhancements related to fortification of user permissions to work with tasks.
June 9, 2017	9.1.03: Service Pack 3	Service Pack 3 release for BMC Service Desk version 9.1.00.
May 31, 2017	1.6.00 enhancements	Enhancements available in version 2.0.00 of Remedy with Smart IT (Smart IT) are: Enhanced screen configuration capabilities Capability to update field using expression Provider action for a specific field for change and incident ticket Ticket console enhancement Additional process to add custom fields to the Asset View Global search enhancements Smart Recorder search enhancement Additional configuration parameters Customization information transfer using the BMC Remedy Deployment Application Management of configuration data through Centralized Configuration (CCS) forms Data migration utility for Smart IT 2.0 upgrade Auto-categorization by using BMC Cognitive Service Management
December 5, 2016	9.1.02: Service Pack 2	Service Pack 2 release for BMC Service Desk version 9.1.00.
December 5, 2016	1.5.01 enhancements	MultiExcerpt named 'SmartIT1501DecEnh' was not found The page: Release notes and notices was found, but the multiexcerpt named 'SmartIT1501DecEnh' was not found. Please check/update the page name used in the 'multiexcerpt-include macro.
June 23, 2016	9.1.01: Service Pack 1	Service Pack 1 release for BMC Service Desk version 9.1.00. Enhancement available in this release: Enhancements to the Decision Tree implementation in BMC Service Desk. See Using the Incident Management decision tree in version 9.1.01
June 23, 2016	1.5.00 enhancements	MultiExcerpt named 'SmartIT15June_enhancements' was not found The page: Release notes and notices was found, but the multiexcerpt named 'SmartIT15June_enhancements' was not found. Please check/update the page name used in the 'multiexcerpt-include macro.
May 17, 2016	Smart IT 1.4 performance	Performance information is now available for Smart IT 1.4.
April 07, 2016	Documentation enhancement	Videos on user onbording and content import in BMC Remedy Smart Reporting are now available.
February 26, 2016	Documentation enhancements	Enhanced information is now available for accessing and navigating the BMC Remedy Smart Reporting interface. Streamlined, usecase based documentation is now available for the following BMC Remedy Smart Reporting features: Timeline Favorites Subscriptions Connections Discussions Settings
February 24, 2016	1.4.00 enhancements	Smart IT 1.4 introduces several enhancements: New Asset Management capabilities, including: Asset Console for locating and managing assets Create and update assets Grouped assets and additional asset types Smart receiving from mobile devices Customization of the Asset View Visual CI explorer Create an incident, work order, or change request from an asset Relate an asset to another asset Enable or disable application modules for phased roll out Add new customer from Smart Recorder Add approvers to change requests Apple Watch support Upgrade enhancements
December 22, 2015	Version 9.1.00	Enhancement available in this release: Process_Event operation supported by HPD_IncidentServiceInterface web service Enhancement to BMC Remedy ITSM user permissions
December 18, 2015	Service Pack 1 for version 1.3 of BMC Remedy with Smart IT	Enhancements available in this release: Functionality to support Knowledge-Centered Support (KCS) framework Support for BMC Remedy ITSM 9.1 enhancements Upgrade directly to Smart IT 1.3.01 from version 1.2.00 User experience enhancements Accessibility enhancement Support for Microsoft Edge browser Note: BMC Remedy ITSM version 9.1.00 is compatible with Service Pack 1 for version 1.3 of BMC Remedy with Smart IT. It does not support earlier versions of Smart IT.

Getting started Orientation Quick start Key concepts User goals and features Use cases		Using Accessing, navigating, and, using the product
		Developing Developing incident management and problem management integrations
Administering Managing configuration items and archiving Service Desk records	Integrating Integrations with other products	Troubleshooting Issues resolution and contacting support
Planning User permissions and sample data for incident management templates	Installing Installation and configuration of the product, migration of data, and deployment	Upgrading The upgrade process

PDFs

FAQs and additional resources

This topic provides information that supplements the BMC Service Desk 9.1 documentation. It contains the following sections:

Frequently asked questions
Creating PDF and Word exports
Additional resources from BMC

Frequently asked questions

This section provides answers to frequently asked questions (FAQs) about BMC Service Desk.

What happened to all the PDFs for this product?

Where to find information previously provided in a PDF guide or manual

Document title	Found here in
Incident Management User Guide	Using Managing incident requests
Problem Management User Guide	Using Managing problem investigations
Installation Guide	Planning Installing Upgrading
Configuration Guide Administration Guide	Key concepts Process flow status and the lifecycle of an incident request Process flow and the lifecycle of a problem investigation User roles Configuring after installation Configuring after installation Configuring Incident Management Configuring Problem Management Selecting the application preferences Administering Managing configuration items Data Management BMC Service Desk permissions, see Incident Management and Problem Management permissions.
Guide to Multi-Tenancy	Multi-tenancy Using the multi-tenancy mode
Concepts Guide	Key concepts BMC Incident Management use cases BMC Problem Management use cases IT Home page Accessing and navigating the interface Using Global search Registering incident requests Managing problem investigations Using ROI flashboards Using the KPI flashboards BMC Remedy ITSM integrations Compatibility matrix Language information Configuring Foundation User permissions Customization designs
Notification Engine Guide	Notification Engine Notification Engine configurations Configuring notifications
Data Management Administration Guide	Data Management Data Management error messages Troubleshooting Data Management
Task Management System Administration Guide	Task Management System Working with tasks

Where do I find release note information?

Where to find information previously provided in release notes

Type of information	Found here in
New features (enhancements) and other information	Version 9.1.00
Issues corrected by the base release and its service packs and patches Issues that are currently open	Known and corrected issues

Where do I find information previously provided in a white paper?

Where to find information previously provided in a white paper

Document title	Found here in
BMC Remedy IT Service Management 7.6.03 Section 508 User Accessibility Options White Paper	Section 508 compliance issues Configuring the environment for accessibility
BMC Remedy IT Service Management 7.6.03 Integrations White Paper	Integration model Incident Management integrations Problem Management integrations

Where can I find technical bulletins?

Where to find information previously provided in a technical bulletin

Type of technical bulletin	Found here in
Contents of a service pack or patch and instructions particular to it	The child topic for that service pack or patch under Release notes and notices For issues corrected in the service pack or patch, sort the table in Known and corrected issues by the "Corrected in" column
Other information	Placed in context throughout this space, but listed and linked to in Release notes and notices

Where can I find flashes?

If BMC publishes urgent information about this product, you will find it under the Flash heading in Release notes and notices. Note that you will see the Flash heading only if an urgent issue is published.

Is all the content for this version of BMC Service Desk in this space?

The documentation for this version of BMC Service Desk is split between multiple spaces, so a space-level search performed in the box in the left navigation pane does not search all the documentation for this release. The following spaces document this release:

BMC Remedy IT Service Management Suite: Provides suite level information for BMC Service Desk.
BMC Service Desk: Provides information for BMC Service Desk.

I’d like a PDF of just selected information. How can I do that?

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.

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 template you want to use:
- Simple to export a lightweight PDF with no cover, table of contents, or index.
  By default, the Simple template only exports the current page.
- Standard to export a traditional PDF with a cover, table of contents, and index.
  By default, the Standard template exports the current page and all child 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 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: