BMC Service Request Management 20.02

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 26 Jul 2023

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.

Important

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.

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Related topics

Known-and-corrected-issues

Support-information

Remedy IT Service Management Suite release notes

Date	Title	Summary
October 23, 2022	20-02-03-Patch-3-for-version-20-02	This patch release contains defect fixes and updates for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator).
October 6, 2020	20-02-02-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, 2020	20-02-01-Patch-1-for-version-20-02	Important 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, 2020	20-02-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 .

Getting started See more		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. See more
Getting started See more		Developing As an experienced administrator, workflow developer, or consultant extend and customize the behavior of the advanced interaction forms provided with Service Request Management. See more
Administering As an administrator, perform configuration and administration tasks in Service Request Management. See more	Integrating As an administrator, set up integrations with other BMC products or third-party software. See more	Troubleshooting Resolve common issues or errors, review logs, or contact Support. See more
Planning (On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements. See more	Installing (On-premises only) Install and perform initial system configuration. See more	Upgrading (On-premises only) Upgrade based on the latest system requirements and software. See more

PDFs

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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	Planning Installing Preparing Installing Configuring after installationUpgrading Troubleshooting
Administration Guide	Key concepts What-is-BMC-Service-Request-Management User-goals-and-features BMC-Service-Request-Management-architecture Administering Getting started with creating servicesGuidelines-for-designing-services Creating servicesConfiguring-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 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 Administering 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	The child topic for that service pack or patch under Release-notes-and-notices For issues corrected in the service pack or patch, sort the table in Known-and-corrected-issues by the "Corrected in" column

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?

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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:

BMC Communities, BMC community
BMC Service Request Management Support page BMC Service Request Management Support
BMC Support Knowledge Base, search filtered by BMC Service Request Management
BMC Educational Services, BMC Service Request Management learning path
Documentation for related products