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Remedy with Smart IT 20.02

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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 20 Mar

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 23, 2022	20.02.03: Patch 3 for version 20.02	This patch release contains defect fixes and updates for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator).
October 6, 2020	20.02.02: Patch 2 for version 20.02	This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator).
August 28, 2020	20.02.01: 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

Getting started Orientation Learning about Asset Management Learning about Change Management Learning about Incident Management Learning about Knowledge Management Learning about Problem Management Learning about Release Management Learning about Work Order Management		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 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.

Communities	Knowledge Base	Videos	Education

PDFs and videos

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Videos

Videos are available in the following areas:

Getting started videos
Using videos
Administration videos

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

Page:

Learning about Incident Management
Page:

Learning about Knowledge Management
Page:

Smart Recorder overview

Using videos

The following topics in the Using Smart IT sections contain videos that supplement or replace the text-based documentation:

Page:

Chatting with other agents to resolve a ticket using Openfire
Page:

Handling tickets dynamically with Smart Recorder
Page:

How the Smart Recorder search works
Page:

Learning about Change Management
Page:

Overview of knowledge articles
Page:

Overview of ticket creation

Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

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?

See Overview of ticket creation.

For other ticket types, see:

How do I create a knowledge article in Smart IT?

See Creating knowledge articles for sharing information.

How do I find a list of tickets or knowledge articles assigned to me or my team in Smart IT?

See Managing your work in Smart IT consoles.

How do I find assets in Smart IT?

See Searching for tickets, assets, resources, and people in Smart IT and Managing your work in Smart IT consoles.

Where can I find documentation for Smart IT in PDF format?

The PDF for the latest Remedy with 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

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 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:

BMC Communities, BMC Remedy ITSM community (includes Smart IT)
Smart IT Support page, BMC Remedy Smart IT Support
BMC Support Knowledge Base, search filtered by Smart IT
BMC Global Services, BMC Remedy ITSM offerings (includes Smart IT)
www.bmc.com, information about Smart IT
BMC Knowledge Articles

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