This documentation supports the 20.08 version of Service Request Management, which is available only to BMC Helix subscribers (SaaS).

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

20.08 enhancements

This section contains information about enhancements in version 20.08 of BMC Service Request Management.

For more information, see Remedy IT Service Management Suite enhancements Open link .

BMC Service Request Management enhancements

The following sections provide information about the enhancements in this release of BMC Service Request Management.

Remedy no longer uses Adobe Flash

Adobe has announced the end of development and distribution of Flash Player by the end of the year 2020. BMC has taken proactive steps to manage the sunset of Adobe Flash Player. We have implemented viable alternatives to use Remedy without Adobe Flash Player and enhanced the following product capabilities:

ITSM applications

  • Enhanced visualization features such as creating and viewing processes in Service Request Management. For details, see  Viewing and managing your requests Open link and Creating a standard PDT Open link in Service Request Management documentation.
  • The CMDB explorer and Audit user interface which are part of the new CMDB user experience are now available through Remedy applications. For details, see Exploring CI relationships Open link and Viewing a BMC Atrium CMDB audit of a CI Open link in Remedy Asset Management documentation.

Approval Sequence Viewer in Approval Central

Remedy Mid Tier version 20.08 offers HTML rendering for the approval sequence viewer. HTML rendering provides the latest rendering technology with an improved look and feel.

For more information, see  Approval Central Open link .

What else changed in this release

The following table lists the changes in the product behavior:


Product behavior in versions earlier than 20.08

Product behavior in version 20.08

Openfire ChatThe Openfire Chat feature of Remedy AR System used Adobe Flash. You could use the chat feature only if your browser supported Adobe Flash.The Openfire Chat plug-in works only on browsers that support Adobe Flash. We recommend that you use Smart IT Openfire Chat for agent-to-agent communication.

Work Info Type

When you create or edit the work info for a change request, release, activity, or work order, the Work Info Type list displayed the "All" option.

When you create or edit the work info for a change request, release, activity, or work order, the Work Info Type list does not display the "All" option. However, you can select the "All" Work Info Type when you create or edit the work info from the application console for a change request, release, or activity. The "All" work info type is converted to the “General Information” default type.

This change doesn't impact existing ticket data.

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