This documentation supports the 19.02 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

19.02 enhancements

This section contains information about enhancements in the version 19.02 of BMC Service Request Management.

Related topics

Downloading the installation files Open link

Known and corrected issues

Release notes and notices

Additional Remedy ITSM 19.02 enhancements Open link

BMC Service Request Management enhancements

The following sections provide information about the enhancements in the 19.02 release.

Creating work orders with relevant templates auto applied by cognitive analysis of inbound emails

With the enhanced cognitive service, a relevant template is applied to the work order that is created by using email sent by a user. For more details, see Creating work orders and  BMC Helix Cognitive Automation Open link .

Exporting and importing ZIP files using Import Export Console

With the enhanced Import Export Console, you can export and import objects in a ZIP file format. For more details, see Using the Import Export Console.

What else changed in this release

In this release, note the following significant changes in the product behavior:

UpdateProduct behavior prior to 19.02 releaseProduct behavior in 19.02
Deleting work order templatesWhen you change the status of a work order template to Delete, the work order template was not deleted from the system. Instead, the work order template was retained with the Deleted status.When you change the status of a work order template to Delete, the work order template is deleted from the system.

Entering the password while importing data using the Import Export Console

While importing data using the Import Export Console, there was a User Password field under the Import Command area.The User Password field is now removed from the Import Command area.
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