This documentation supports the 9.1 version of Service Desk.

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

Release notes and notices

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Pack 1 for version 9.0, the preferences set at Company, Support Group or Individual level to use the Classic View are no longer applicable.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, 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.

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