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This documentation supports the 9.1 version of Service Desk.

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

ITSM

Remedy Service Desk 9.1

All versions
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 Apr
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Pack 1 for version 9.0, the preferences set at Company, Support Group or Individual level to use the Classic View are no longer applicable.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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To stay informed of changes to this space, place a watch on this page.

Date

Title

Summary

February 28, 20189.1.04.002: Patch 2 for version 9.1.04This 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, 20179.1.04

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, 20179.1.03: Service Pack 3Service Pack 3 release for BMC Service Desk version 9.1.00.
May 31, 20171.6.00 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, 20169.1.02: Service Pack 2

Service Pack 2 release for BMC Service Desk version 9.1.00.

December 5, 20161.5.01 enhancements
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June 23, 20169.1.01: Service Pack 1

Service Pack 1 release for BMC Service Desk version 9.1.00.

Enhancement available in this release:

June 23, 20161.5.00 enhancements
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May 17, 2016Smart IT 1.4 performancePerformance information is now available for Smart IT 1.4.
April 07, 2016Documentation enhancement

Videos on user onbording and content import in BMC Remedy Smart Reporting are now available.

February 26, 2016Documentation enhancements

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:

December 18, 2015Service 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

 

Using

 

As an end user, access and navigate the interface and use Remedy Service Desk to manage incidents and problems.

Developing

 

As a developer, develop incident management and problem management integrations.

Administering

 

As an administrator, manage configuration items and archive Remedy Service Desk records.

Integrating

 

As an administrator, set up integrations with other BMC products or third-party software.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.

Planning

 

Use Remedy Service Desk to manage incidents and problems, understand user permissions and sample data for incident management templates.

Installing

 

(On-premises only) Install and perform initial system configuration.

Upgrading

 

(On-premises only) Upgrade based on the latest system requirements and software.


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

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
Problem Management User Guide

Installation Guide

Configuration Guide

Administration Guide

Key concepts

Configuring after installation

Administering 

Guide to Multi-Tenancy
Concepts Guide
Notification Engine Guide
Data Management Administration Guide
Task Management System Administration Guide
 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

BMC Remedy IT Service Management 7.6.03 Integrations White Paper

 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

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:

 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

  1. 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
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


 

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:

 

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Last modified by Aditya Kirloskar on Jan 03, 2020
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