This section contains information about enhancements in version 20.02 of BMC Service Request Management.
The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy 20.02 release.
For more information, see .
BMC Service Request Management enhancements
The following sections provide information about the enhancements in this release of BMC Service Request Management.
Tracking automated work orders for continuous service automation initiatives
IT service management automation initiatives are often challenged to identify the most important activities to automate, and to report back the progress of automation to the IT and business stakeholders. For analyzing and tracking the service management related automation opportunities in an organization, process owners or service request managers can use the Service Automation Dashboard in Smart Reporting. For populating reports on this dashboard, an Automation Status field is introduced on the work order template form that can be filled while creating or managing the work order templates. While developing automation logic, this field can be set to track the success of automation. For more information, see Setting up automated work order tracking.
What else changed in this release
The following table lists the changes in the product behavior:
|Update||Product behavior in versions earlier than 20.02||Product behavior in version 20.02|
Creating a Service Request
|While creating a service request on behalf of a user, if you change the email address of the Requested for user, the notifications were sent to the email address mentioned in People record.||While creating a service request on behalf of a user, if you change the email address of the Requested for user, the notifications are sent to the email address that is mentioned in the service request. This does not change the email address in People record.|