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.

Release notes and notices

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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Remedy IT Service Management Suite 20.08 release notes

Date

Title

Summary

September 23, 2020

20.08 enhancements

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

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