This documentation supports the 20.08 version of Remedy with Smart IT, which is available only to BMC Helix subscribers (SaaS).
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 27 Nov

Learn what’s new or changed for Remedy with Smart IT 20.08, including new features, urgent issues, documentation updates, and fixes or patches. 


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

Related topics

Known and corrected issues

Support information

Remedy IT Service Management Suite 20.08 release notes Open link



March 6, 202320.08 patches
October 15, 2022

20.08 patch 14 includes fixes for defects in Action Request System.

20.08 patches
June 13, 202220.08 patches
January 7, 2022120.08 patches
September 16, 202120.08 patches
July 28, 202120.08 patches
June 21, 202120.08 patches
May 19, 202120.08 patches
April 21, 2021

20.08 patch 1 includes fixes for defects in Action Request System.

20.08 patches

September 23, 2020

Enhancements available in this release:

  • Revamped screens for work orders and incidents
  • Ability to relate task or task group templates to incident templates
  • Ability to enable or disable the debug logging of Smart IT in the Centralized configuration
  • Indicate Chat as the reported source for incidents and work orders
  • Automatically assign tickets created from BMC Live Chat
  • Ability to submit a service request from the Digital Workplace Catalog in Smart Recorder
  • Introduction of an attention flag to define the priority of work
  • Agents can set their screen name to be displayed to end users in BMC Live Chat
  • Dashboard to monitor agent assignment load and chat sessions

20.08 enhancements

There are no patches with version numbers 20.08.05, 20.08.06, 20.08.07, 20.08.08, 20.08.10, and 20.08.11.



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



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



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



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



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



Knowledge Base

Knowledge Base




BMC Training and Certification

PDFs and videos


or register to view the contents of this page.


Videos are available in the following areas:

Getting started videos

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

Using videos

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

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. 

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

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.

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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