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Remedy with Smart IT 20.08

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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 07 Jun

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

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Related topics

Known and corrected issues

Support information

Remedy IT Service Management Suite 20.08 release notes

Date	Summary	Reference
March 6, 2023	Issues that were corrected by 20.08 patch 15 and issues that remain open	20.08 patches
October 15, 2022	20.08 patch 14 includes fixes for defects in Action Request System.	20.08 patches
June 13, 2022	Issues that were corrected by 20.08 patch 13 and issues that remain open	20.08 patches
January 7, 2022¹	Issues that were corrected by 20.08 patch 12 and issues that remain open	20.08 patches
September 16, 2021	Issues that were corrected by 20.08 patch 9 and issues that remain open	20.08 patches
July 28, 2021	Issues that were corrected by 20.08 patch 4 and issues that remain open	20.08 patches
June 21, 2021	Issues that were corrected by 20.08 patch 3 and issues that remain open	20.08 patches
May 19, 2021	Issues that were corrected by 20.08 patch 2 and issues that remain open	20.08 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

_{¹There 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.}

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.
Planning (On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements.		Troubleshooting Resolve common issues or errors, review logs, or contact Support.

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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