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.

Release notes and notices

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.


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

Support information

Downloading the Smart IT installation files

Remedy IT Service Management Suite 20.02 release notes




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


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

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