This documentation supports the 20.02 version of Remedy with Smart IT.

To view an earlier version, select the version from the Product version menu.


Remedy with Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile service desk experience to enable a more knowledgeable and collaborative workforce organized around IT roles, not modules.


Release notes and notices
updated 19 Oct

Learn what’s new or changed for Remedy with Smart IT 20.02, including new features, urgent issues, documentation updates, and fixes or patches. The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy 20.02 release.

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Related topics

Known and corrected issues

Support information

Downloading the Smart IT installation files

Remedy IT Service Management Suite 20.02 release notes

Date

Title

Summary

October 6, 202020.02.02: Patch 2 for version 20.02This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator).
August 28, 202020.02.01: Patch 1 for version 20.02

Important

Patch 2 for version 20.02 is available. You must directly upgrade from version 20.02 to Patch 2 (20.02.02) of Remedy IT Service Management Suite.

This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator) and includes updates to replace the Flash-based capabilities in the Remedy ITSM suite.

February 21, 2020

20.02 enhancements

Enhancements available in this release:

  • Enhancement to display the latest published knowledge articles
  • Ability to view the latest created tickets in a pinned knowledge article at the top of the list
  • Managing security incidents
  • Enhancement in the Release Management ticket
  • Ability to search for relevant help content within the Smart IT UI
  • Removal of bundled Tomcat from the Smart IT installer
  • (Version 19.11 and later) Introduction of a search box in the Ticket Console for a quick ticket search
  • (Version 19.11 and later) Ability to control the default date range in Ticket Console
  • (Version 19.11 and later) Ability to create a ticket in a quick way by using Smart Recorder
  • (Version 19.11 and later) Enhancements in the asset search
  • (Version 19.11 and later) Ability to open an item in the Ticket, Asset, or Knowledge console in a new browser tab
  • (Version 19.11 and later) Ability to open a ticket by using the display ID in the URL

Using

 

As an end user, access and navigate the Smart IT interface.

Administering

 

As an administrator, manage access to tickets and resources, configure actions in Smart IT, and perform centralized configuration.

Integrating

 

As an administrator, set up integrations with BMC Digital Workplace Catalog service request and BMC Client Management.

Troubleshooting

 

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

Planning

 

(On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements.

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 Remedy with Smart IT documentation. 

Frequently asked questions

This section provides answers to frequently asked questions (FAQs) about Remedy with Smart IT.

 

 Is Smart IT the same as MyIT?

You can find the answer to this question and a general overview of Smart IT in Getting started.

 How do I create a basic incident or work order in Smart IT?
 How do I create a knowledge article in Smart IT?
 How do I find a list of tickets or knowledge articles assigned to me or my team in Smart IT?
 Where can I find documentation for Smart IT in PDF format?

The PDF for the latest Smart IT version is located here. The online documentation is updated regularly, while the PDF contains a snapshot of the content at a particular point in time.

 I’d like a PDF of just selected information. How can I get 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 Remedy with Smart IT documentation that you might find helpful:

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