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This documentation supports the 9.1 version of Service Request Management.

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

BMC

BMC Service Request Management 9.1

All versions
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 07 Apr
This section provides information about what is new or what has changed in the BMC Service Request Management 9.1 release, including updates introduced by service packs and patches when they become available.

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Note

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 7.6.04, review the release notes for versions  8.0 , 8.1, and 9.0.

 

 

Related topics

Identity Request Management no longer supported

The Identity Request Management (IRM) module is no longer supported in versions 9.0 and later of BMC Service Request Management. However, IRM continues to be shipped for reference in version 9.1.00 of BMC Service Request Management.

For more information about the end of life of IRM, see Product announcements.

Classic view no longer supported in BMC Remedy ITSM

As announced in earlier, Classic Views are no longer supported in versions 9.0 and later of BMC Remedy ITSM and its applications. The Classic Views were included in version 9.0 for helping customers transition to BMC Remedy with Smart IT or the Best Practice views.

For Service Pack 1 for version 9.0 and later versions, Classic View forms are no longer provided with the product. The preferences set for using the Classic View have also been removed.  For more information about the end of life of the Classic View forms, see earlier BMC Remedy ITSM product announcements available at Product announcements for BMC Remedy IT Service Management Suite .

DateTitleSummary
February 28, 20189.1.04.002: Patch 2 for version 9.1.04This patch consolidates all the Hot Fixes delivered for BMC Remedy IT Service Management version 9.1.04 and later into a single patch release. The patch contains fixes in Foundation and BMC Remedy Smart Reporting areas.
December 5, 20179.1.04This release consolidates all the Hot Fixes delivered for BMC Service Request Management version 9.1 and later in a single release. This release enhancement introduces maximum size setting for zip files in Log Zipper utility and fortification of user permissions to work with tasks.
September 4, 20179.1.03.001: Patch 1 for version 9.1 Service Pack 3This patch consolidates all the Hot Fixes delivered for BMC Service Request Management version 9.1.03 and later into a single patch release. The patch contains fixes in BMC Service Request Management.
June 9, 20179.1.03: Service Pack 3This release consolidates all the Hot Fixes delivered for BMC Service Request Management version 9.1 and later into a service pack. This service pack introduces a new RTF editor. This editor is available with BMC Remedy Mid Tier 9.1.03 and can be used even when you have installed earlier versions of the BMC Remedy AR System, BMC Atrium Core, and BMC Remedy IT Service Management applications. 
May 31, 20171.6.00 enhancements

Enhancements available in version 2.0.00 of Remedy with Smart IT (Smart IT) are:

  • Enhanced screen configuration capabilities

  • Capability to update field using expression

  • Provider action for a specific field for change and incident ticket

  • Ticket console enhancement

  • Additional process to add custom fields to the Asset View

  • Global search enhancements

  • Smart Recorder search enhancement

  • Additional configuration parameters

  • Customization information transfer using the BMC Remedy Deployment Application

  • Management of configuration data through Centralized Configuration (CCS) forms

  • Data migration utility for Smart IT 2.0 upgrade
  • Auto-categorization by using BMC Cognitive Service Management

 

December 5, 20169.1.02: Service Pack 2

Service Pack 2 release for BMC Service Request Management version 9.1.00.

December 5, 20161.5.01 enhancements
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June 23, 20169.1.01: Service Pack 1

Service Pack 1 release for BMC Service Request Management version 9.1.00.

June 23, 20161.5.00 enhancements
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May 17, 2016Smart IT 1.4 performancePerformance information is now available for Smart IT 1.4.
April 07, 2016Documentation enhancement

Videos on user onbording and content import in BMC Remedy Smart Reporting are now available.

February 26, 2016Documentation enhancements

February 24, 2016


1.4.00 enhancements

Smart IT 1.4 introduces several enhancements:

  • New Asset Management capabilities, including:
    • Asset Console for locating and managing assets
    • Create and update assets
    • Grouped assets and additional asset types
    • Smart receiving from mobile devices
    • Customization of the Asset View
    • Visual CI explorer
    • Create an incident, work order, or change request from an asset
    • Relate an asset to another asset
  • Enable or disable application modules for phased roll out
  • Add new customer from Smart Recorder
  • Add approvers to change requests
  • Apple Watch support
  • Upgrade enhancements

December 22, 2015

Version 9.1.00 enhancements

Enhancements available in this release:

December 18, 2015Service Pack 1 for version 1.3 of BMC Remedy with Smart IT

Enhancements available in this release:

  • Functionality to support Knowledge-Centered Support (KCS) framework 
  • Support for BMC Remedy ITSM 9.1 enhancements 
  • Upgrade directly to Smart IT 1.3.01 from version 1.2.00 
  • User experience enhancements 
  • Accessibility enhancement 
  • Support for Microsoft Edge browser

Note: BMC Remedy ITSM version 9.1.00 is compatible with Service Pack 1 for version 1.3 of BMC Remedy with Smart IT. It does not support earlier versions of Smart IT.



Getting started

 

Using

 

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.

Developing

 

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

Administering

 

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

Integrating

 

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

Troubleshooting

 

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

Planning

 

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

Installing

 

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

Upgrading

 

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

 
FAQs and additional resources

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

Frequently asked questions

 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 docs.bmc.com, 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:

 

Was this page helpful? Yes No Submitting... Thank you
Last modified by Manash Baruah on Oct 28, 2020
service_request_management

Comments

  1. Jerome Walker

    Hello. We need two sections somewhere in BMC Documentation, one for using the Incident Management Console and one for using the Incident Form. Thank you, Jerry Jerome Walker

    Apr 11, 2018 01:37
    1. Surabhee Kulkarni

      Hello Jerome,

      Thank you for your comment. We have a separate section for Incident Management in the Service Desk Wiki space.

      For Incident Management Console, see Incident Management Console and for managing incident requests, see Managing Incident Request. 

      Thanks and regards,
      Surabhee

      Jun 19, 2019 05:06
  2. Andrew Householder

    Hello,

    We utilize BMC REMEDY IT SERVICE MANAGEMENT and I'm trying to see what the limits are on bulk modifying requests.

    Example: I have 53 requests that are in a "Draft" state and I need to bulk them to the "Next Stage" multiple times until they get to the correct "Stage". I'm in the "Search Change" section and have selected multiple requests and clicked "Modify All" but I do not have an option to move the requests to the next stage, they are also all in the same stage currently with no variation other than summary details.

    I'm, not sure how to bulk these to a new stage as we have hundreds of these to move forward.

    Jan 19, 2021 06:36
    1. Manash Baruah

      Hello Andrew,

      Thank you for posting your query. We checked with the concerned team. Unfortunately, you cannot modify the state of multiple change requests in bulk.

      If you wish, you can submit an idea to the BMC Community: here.


      Thanks,

      Manash

      Feb 15, 2021 02:07
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