This documentation supports the 9.0 version of Service Request Management.

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

Version 9.0.00 enhancements

The BMC Service Request Management product has been enhanced with the following new features and changes:

Separate online documentation for installation and upgrade information

Starting with the 9.0.00 release, the installation and upgrade information of BMC Service Request Management is available through the new BMC Remedy ITSM Suite 9.0 Deployment online documentation.

The BMC Remedy ITSM Suite 9.0 Deployment online documentation contains consolidated information of installation and upgrade procedures for all the components in the BMC Remedy IT Service Management (ITSM) Suite. This online documentation categorizes the components as:

  • Platform components: BMC Remedy Action Request (AR) System components and BMC Atrium Core components
  • Application components: BMC Remedy ITSM core components, BMC Service Request Management, BMC Service Level Management, and BMC Remedy ITSM Process Designer

The installation and upgrade information for BMC Service Request Management is no longer available in the BMC Service Request Management online documentation.

Continue to refer to the BMC Service Request Management documentation for information about configuring the application after installation.

Enhanced Online help implementation

The online help implementation for BMC Service Request Management 9.0.00 has changed. The implementation for customers behind a firewall and customers outside a firewall is different. For more information, see Enhanced Online help documentation implementation in the BMC Remedy ITSM Deployment documentation.

Archiving of service requests and work orders

With the 9.0.00 release, BMC Remedy ITSM introduces the Archiving feature, which helps you to maintain system performance and to comply with record retention policies by providing a way to remove obsolete records from your production database using a regular, controlled, and predictable process. Service requests and work orders are archived as part of this feature. For more information, see Archiving of service requests and work orders.

Archiving is enabled by default when BMC Remedy ITSM 9.0.00 is installed. For configuration options, see Managing the Archiving process policies.

On Behalf Of enhancements

In version 9.0.00, On Behalf Of (OBO) functionality has a more robust UI, improved OBO user validation, and better error handling. For example, in previous versions, when two or more Requested For users had the same first and last name, the system automatically selected the first user. In version 9.0.00, you can now choose from a list of users with the same name. For more information about OBO functionality, see Submitting requests on behalf of other users.

Related topic

Known and corrected issues

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