This documentation supports the 20.02 version of BMC Service Request Management.

To view an earlier version, select the version from the Product version menu.

The BMC Service Request Management application enables an IT department and other business departments to easily define available services, publish those services in a service catalog, and automate fulfillment of those services for the user community, enabling users to help themselves. Service Request Management runs on the Remedy Action Request System (Remedy AR System) platform and consumes data from the BMC Atrium Configuration Management Database (BMC Atrium CMDB). Service Request Management works with other applications, such as Remedy Incident Management and Remedy Change Management, to resolve user requests. Service Request Management manages the entire process, from submission to completion.

Release notes and notices
updated 24 Jun

Learn what’s new or changed for BMC Service Request Management 20.02 release, including new features, urgent issues, documentation updates, and fixes or patches.

The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy 20.02 release.


This section only includes information about changes since the  most recent release of BMC Service Request Management. If you are upgrading from a previous release, review the release notes for all applicable versions of the product. For example, if you are upgrading from version 9.0, review the release notes for versions 9.1, 18.05, 18.08, 19.02, 19.08, and 19.11.


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 release notes

October 6, 202020.02.02: Patch 2 for version 20.02

This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator).

August 28, 202020.02.01: Patch 1 for version 20.02


Patch 2 for version 20.02 is available. You must directly upgrade from version 20.02 to Patch 2 (20.02.02) of Remedy IT Service Management Suite.

This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator) and includes updates to replace the Flash-based capabilities in the Remedy ITSM suite.

February 21, 202020.02 enhancements

Enhancements to BMC Service Request Management are:

  • Tracking automated work orders for continuous service automation initiative
For the Remedy IT Service Management Suite enhancements, see  Remedy IT Service Management Suite enhancements .



As an end user, submit, view, and manage requests, and use the Service Request Coordinator Console, Business Manager Console, and the Work Order Management application.



As an experienced administrator, workflow developer, or consultant extend and customize the behavior of the advanced interaction forms provided with Service Request Management.



As an administrator, perform configuration and administration tasks in Service Request Management.



As an administrator, set up integrations with other BMC products or third-party software.



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



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



(On-premises only) Install and perform initial system configuration.



(On-premises only) Upgrade based on the latest system requirements and software.


FAQs and additional resources

This topic provides information that supplements the BMC Service Request Management documentation. It contains the following sections:

Frequently asked questions 

 What happened to all the PDFs for this product?

Where to find information previously provided in a guide or manual

Document title

Found here in

Installation Guide



Configuring after installation

Administration Guide

Key concepts
What is BMC Service Request Management?
User goals and features
BMC Service Request Management architecture

Getting started with creating services
Guidelines for designing services
Creating services
Configuring navigational categories
Creating application templates and application object templates
Creating process definition templates
Creating service request definitions: Basic configuration
Configuring packages and entitlement
Configuring approvals for SRDs and requests
Setting up surveys and viewing results
Using the Service Request Designer to create services
Setting up the Work Order Management application
Migrating BMC Service Request Management objects and data
Working with the Request Entry console
Internationalization and localization
Creating and using advanced interface forms

User's Guide

Using the Request Entry console
Using the Business Manager Console
Using the Service Request Coordinator Console
Fulfilling service requests
Communicating with users by using broadcasts
Analyzing services by running reports

Making the application accessible for users with disabilities

 Where do I find release note information?

Where to find information previously provided in release notes

Type of information

Found here in

New features (enhancements) and other information

Release notes and notices

  • Issues corrected by the base release and its service packs and patches
  • Issues that are currently open

Known and corrected issues

 Where can I find technical bulletins?

Where to find information previously provided in a technical bulletin

Type of technical bulletin

Found here in

Contents of a service pack or patch and instructions particular to it

 Where do I find information previously provided in a white paper?

Where to find information previously provided in a white paper

Document title

Found here in

Performance and Scalability of 7.6.04 SP1 BMC Remedy IT Service Management Suite, BMC Service Request Management, BMC Knowledge Management, and BMC Atrium on Windows

Software component performance benchmark configuration settings

 Where do I find information that was previously published as a flash bulletin?

Flashes contained urgent information about product issues and are delivered after a product is released. On, this information is delivered in an "Urgent issues" topic, under Release notes and notices. If this topic does not exist for a given product release, no urgent issues have been discovered for that release.

 Is all the content for BMC Service Request Management 9.1 in this space?

Yes, all of the documentation for BMC Service Request Management 9.1 is in this space. Links to documentation for related products are found in Additional resources from BMC.

 I’d like a PDF of just selected information. How can I do 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

  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 BMC Service Request Management 9.1 documentation that you might find helpful:


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