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Remedy ITSM

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I've written a series of articles that show how to use the Elastic Stack to collect, parse, and view different types of Remedy logs.  So far they cover:


  • Part 1 - setting up Elasticsearch, Kibana and Filebeat to collect logs from one or more Remedy servers.
  • Part 2 - adding Logstash and modifying the setup to pass logs through it to Elasticsearch.
  • Part 3 - first steps in using Logstash to enrich the logs with additional data for filtering and visualizatiions in Kibana.
  • Part 4 - adding more logs, multi-line messages, and more complex Logstash filters.


Mark Walters


Please join Rahu, Abhijeet, and Tarun as they discuss the keys to a successful transition to Smart Reporting in this August’s webinar.


Smart Reporting enables self-service reporting with rich data visualization, multiple charting options, cross-ITSM process reporting, semantic view of Remedy metadata, and out-of-the-box, persona-driven content. All of this with an author-once, consume-anywhere philosophy and 100% Web experience.


While you have learned about Remedy Smart Reporting since it was first introduced with Remedy 9, this session focus on Smart Reporting capabilities for customers transitioning from BMC Analytics to Smart Reporting. We will talk about similarities and differences in these two technologies, mapping of key capabilities, how to maximize reuse of existing Analytics report logic when creating equivalent report in Smart Reporting.


Rahul Vedak  is a Lead Product Manager

Abhijeet Teli is a Staff Product Developer

Tarun Pandey is a Staff Product Developer


Event Registration Details


Date: Wednesday, August 22, 2018

Time: 10 a.m. Central Daylight Time (GMT-5)

Registration Link:

Registration Password: bmc


After registration, you will receive a confirmation email.


For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM


CMDB Explorer v2.png

BMC is excited to announce general availability of the new Remedy 18.05 release with the following solutions componetns:

  • Remedy Platform 18.05  (incl. Remedy AR System, CMDB)
  • Remedy ITSM 18.05  (incl. ITSM applications, Smart IT UI, Smart Reporting)
  • Remedy Single Sign-on 18.05
  • BMC Helix Multi-Cloud Service Management 18.05

This set of product/component releases is complemented by the release of BMC Digital Workplace 18.05.


The Remedy 18.05 feature release deliver exciting new capabilities in support of BMC’s focus on modern user experience, integration with external systems, reduced TCO for the Remedy environment, and improved support for compliance initiatives like GDPR. Most importantly, it simplifies IT Service Management and Platform Administration significantly. In addition, this latest release continues to improve on Remedy product quality and performance.


With this blog, I'd like to share information about some of these enhancements with you in this blog post. It is not meant to be a detailed discussion of each enhancement, but rather should serve as an overview of the key enhancements and values that have been delivered in this release cycle, and as a launch point to pages which provide additional detail.


Smart IT Enhancements


Smart IT - the new, innovative user experience for Remedy ITSM - has been enhanced in three main areas:

Architecture Simplification:

Fewer servers required for deploying Smart IT together with Remedy ITSM. MongoDB is no longer needed, as social data will be stored in standard Remedy ITSM database, saving resources and reducing operational effort.

Improved Smart IT UI Configurability:

This 18.05 release builds on the enhanced tailoring and customization capabilities already available for Incident and Change records, by extending the capabilities to Work Orders and Tasks. Administrators can reconfigure forms by adding, moving, or removing fields, including custom fields, and by implementing expressions to make dynamic changes to field visibility, access, and optionality. Enhanced Provider Actions enable integration of server-side custom workflow directly into the UX

Integration with BMC Digital Workplace Advanced:

The new 18.05 version of Smart IT now allows to take advantage of the full benefits of Smart IT's Smart Recorder functionality when using BMC Digital Workplace Advanced as service catalog and request fulfillment solution. Customer's previously submitted DWP service requests are visible within Smart Recorder and can be reviewed in detail. DWP service requests are also accessible via Global Search and the Person Profile screen.


New CMDB User Experience

BMC continues to add to the capabilities of the new CMDB UI, with the goal to eventually completely replace the Flash-based CMDB UI. With the 18.05 release, BMC is introducing a the new modern web UI version of the CMDB Explorer with a user experience closely aligned with BMC Discovery (see screenshot above). In addition, BMC is delivering a new CI search widget that available on top of all screens of the new CMDB UI. With 18.05, a large portion of the capabilities of the Flash-based CMDB UI are now also available in the new CMDB UI, with much better capabilities and user experience.


Deployment Application (D2P) for Automated Deployments

BMC has significantly enhanced the Deployment Application, which now includes an automation interface (CLI) for the Dev-to-Prod mechanism. This supports continuous, automated deployments (DevOps), which can be invoked from the automation / orchestration tool of your choice. Also, support is added for additional objects like CMDB classes and attributes, ITSM Application Templates (Incident, Change, and Work Order) as well as the ability to extend the underlying D2P framework to support custom content packages. There are improvements to the security and permission model of the Deployment Manager Console, which also includes the ability to import the BMC signed package (patch).


New Remedy Management Console

To help customers further reduce total cost of ownership and simplify administration of Remedy, BMC is introducing a new Remedy Management Console for Remedy Administrators that helps make administration, monitoring, and operations of the Remedy server group environments more efficient. The new console consolidates key metrics across multiple servers, allows companies to manage their log settings across the server group, and introduces a new global / local configuration concept, which allows to define Remedy server configuration parameters once for the entire server group, while allowing for exceptions on individual servers.


Remedy License Management Enhancements

The new 18.05 version makes Remedy license management simpler. Administrators can now start managing Remedy user licenses in the system in alignment with how their company bought user licenses. Bundled licenses (platform and application user licenses combined) can be assigned to users, and consumption of bundled licenses is controlled and measured by the system. License management now extends into Knowledge Management as well. The new capabilities are introduced as opt-in options. Existing license configurations continue to work as before.


Identification and Management of Personal Data for Data Privacy and GDPR

The Remedy 18.05 solution provides capabilities that help administrators address the personal data protection and privacy requirements associated with the General Data Protection Regulation (GDPR). The GDPR is a set of rules and principles governing the handling of personal data of individuals located in the European Union (EU).



More Information

Additional information about the Remedy 18.05 feature release, please review the Remedy ITSM Suite 18.05 release notes at 18.05 enhancements - Documentation for BMC Remedy IT Service Management Suite 18.05 - BMC Documentation

For more information and further details about the Remedy 18.05 feature release, please watch the June 2018 Connect with Remedy webinar on June 20.


Some Additional Comments

A few comments at the end about the new release - not related to new functional capabilities:

Version Number

With this release, BMC is moving to a time-based release numbering for Remedy, in alignment with other BMC solutions. Each release number is selected by the targeted release date. 18.05 represents the fifth month (May) of 2018. The traditional interpretation of major/minor/SP release types does not apply anymore. We are calling these regular releases in a 6-month cadence "feature releases".  With this shift in release numbering, we better reflect our time-based release strategy.

Version dependency for Smart IT

Smart IT 18.05 is released on a Controlled Availability (CA) basis. The code is fully production ready - this is not a beta release. However, for a limited period - we're targeting about 3 months - our aim is to ensure that BMC can provide close support and guidance to early adopters of the release, and maintain visibility of each adopter's progress. As a result, downloads of the installers are subject to approval by the BMC product organization, and you'll see a popup message when you're trying to to download the Smart IT 18.05 software. If you are interested to participate in the Smart IT 18.05 CA program, please fill out the following registration survey

Welcome to BMC Helix

Last but not least, if you haven't seen already, I want to direct your attention to my recent blog post BMC Helix – What does it mean for Remedy ITSM Customers , that explains what BMC Helix is and how it is relevant for Remedy customers.


I'd like to use this opportunity to thank the entire BMC product organization for their hard work on delivering this release in time and with high quality. And I'd to thank everyone who's actively engaged in the BMC Communities. The Remedy community spaces - Remedy ITSM, Remedy AR System and Atrium CMDB - are the most active spaces in the BMC Communities, delivering immense value to the entire Remedy customer base and to BMC, and your contributions help to make this such a great place to hang out. Special thanks to the community members who have contributed ideas that we have implemented in this 18.05 release cycle. Looking forward to continue working with you on making sure that Remedy remains the leading ITSM solution and platform in the market.


Peter Adams

Director, Product Management



On June 5, BMC launched BMC Helix Cognitive Service Management, which delivers everything-as-a-service with intelligent, omni-channel experiences in the cloud.


I’d like to share some insights about what BMC Helix is and add some comments specifically from the perspective of BMC Helix Remedy – explaining what this could mean to you as Remedy customer or partner.


BMC Helix – Cognitive Service Management on Your Cloud of Choice


BMC Helix is BMC’s new brand for our end-to-end, multi-cloud SaaS offering that reinvents traditional ITSM by integrating cognitive technologies like artificial intelligence and machine learning, by helping companies address the challenge of ITSM in a multi-cloud environment, and by giving customers a new choice to decide in which Cloud the ITSM service is offered. With BMC Helix, our customers can transform every layer of service delivery for end users, agents, and developers, evolving their ITSM service management from reactive to proactive and predictive with the highest level of accuracy and speed.


BMC Helix is our common brand for the suite of SaaS offerings centered around Remedy, Business Workflows, Digital Workplace, Discovery, Client Management and Innovation Suite. These core solutions can be expanded by optional add-ons, such as:

  • BMC Helix Chatbot, integrated with BMC Helix Business Workflows and BMC Helix Digital Workplace, driving an omni-channel experience for end users with support not just for Web, but also for Slackbot, Chatbot, SMS, and Skype.
  • BMC Helix Multi-Cloud Service Management, integrated with BMC Helix Remedy or Remedy ITSM on-premise, enabling automation and collaboration for the interaction with external service providers or development teams.
  • BMC Helix Cognitive Automation, integrated with BMC Helix Remedy or Remedy ITSM on-premise, BMC Helix Innovation Suite, and BMC Helix Business Workflows, allowing solutions to use a Machine Learning service to automatically classify unstructured data within the solutions, helping companies e.g. with auto-categorization of tickets or auto-selection of case templates when creating cases from incoming email.


With the delivery as SaaS model, BMC helps enterprises to effectively run their ITSM solution by reducing time and effort of upgrades, driving operational efficiencies, and scaling elastically.


At the core of BMC Helix are three key attributes, which reflect our focus and our uniqueness:

  • Cloud to Multi-Cloud: BMC Helix delivers all capabilities as-a-service, helping customers to easily consume and stay current with their ITSM capabilities. On top of that, BMC enables efficient ITSM processes in a multi-cloud, multi-provider IT landscape.
  • Containers: BMC Helix is a SaaS offering provided in customers’ choice of cloud, including AWS and BMC Cloud. Containers enable BMC to deliver this choice of cloud. More cloud options for the BMC Helix SaaS service are planned for the future.
  • Cognitive: BMC Helix helps enterprises transform from ITSM to Cognitive Service Management with artificial intelligence, machine learning, bots, and virtual agents


More info about BMC Helix is available at


BMC Helix Remedy: Delivering Predictive ITSM Across Multi-Cloud Environments


So, what does the BMC Helix initiative mean to you as Remedy customer and partner?


First of all, with BMC Helix Remedy being a key part of the BMC Helix suite, BMC confirms our commitment in Remedy as the flagship ITSM solution with market-leading capabilities, as reflected in the #1 position in Gartner’s latest ITSM Critical Capabilities report. Furthermore, Forrester conducted a multi-step approach to evaluate the impact of BMC Helix Remedy had on organizations. Interviewed companies realized gains in productivity, service and cost efficiencies among many other benefits. In the study, Forrester concluded that companies who invested in BMC Helix Remedy had an overall three-year an ROI of 304%, much better than other solutions.  You can read the Forrester Spotlight Report here.


You may have noticed that Remedy is the only solution in the BMC Helix suite with a non-descriptive name. This reflects the importance of the Remedy technology, the Remedy brand, and the comprehensive Remedy ITSM solution for BMC.


Second, while BMC Helix emphasizes BMC’s long-year expertise in delivering software via a SaaS model and BMC’s continued investment in the SaaS delivery option, fueled by a strong demand from our customer base, BMC is committed to continue supporting and further enhancing our Remedy on-premise capabilities. The Remedy platform enhancements delivered in the most recent 18.05 release reflect that we continue to help customers operated their on-premise environments in a more cost-effective way. In fact, our investment into Remedy-as-a-Service will benefit on-premise customers as well. Example: while containers today are only available as part of BMC Helix Remedy, it is planned to make them available to Remedy on-premise customers as well, after a while, delivering a much easier way to upgrade the Remedy platform SW and to automatically scale-in and scale-out. BMC believes that the SaaS delivery option has many advantages for our customers. A recent Forrester TEI study of customers who had moved their Remedy solution to the cloud reveals the total economic impact and the best-in-class ROI period of the SaaS delivery model. BMC Helix Remedy supports hybrid and multi-cloud environments seamlessly which allows companies to make the transition to SaaS on their own terms. BMC Helix Cognitive Automation and BMC Helix Multi-Cloud Service Management can be easily combined with your on-premise Remedy ITSM solution. This enables you to leverage BMC’s investment and focus on ITSM transformation through digital and cognitive capabilities with a quick return of investment. BMC is ready to help you update your Remedy solution into the multi-cloud whenever you are ready.


Last, but not least, BMC Helix Remedy is a manifestation of BMC’s continued innovation with service management, but architecture evolution is also happening in many other aspects of the Remedy solution, specifically with our 18.05 release cycle. Starting with version 18.05, BMC supports a much simpler deployment architecture - for example, no more need for MongoDB when deploying BMC Digital Workplace (MyIT) or Smart IT. BMC makes it much easier to efficiently and consistently configure and manage a Remedy server group environment. BMC continues to build out the new UI tailoring capabilities for Remedy ITSM, which help companies implement UI logic simply and without the disadvantages of UI customization via JavaScript. And BMC makes it easier to configure your license limits in alignment with how you have purchased user licenses.


The Remedy product organization is excited about the BMC Helix launch and the transformative nature of our investment into the 3 C’s of BMC Helix Remedy: Cloud to Multi-Cloud, Containers, and Cognitive


Let us know your thoughts how you think cognitive technologies and multi-cloud integrations will change your ITSM practices over time.


Peter Adams

Director, Product Management



I am happy to announce general availability of BMC Multi-Cloud Service Management 18.05 with power packed brokering and DevOps capabilties. Lots of new innovations based on real world customer use cases. You can now configure multiple JIra instances to integrate with a specific instance of Remedy dynamically based on the data on your tickets. The followinf flows are available to configure for any number of Jira instances:


  • Automatically create Jira Issue from Remedy Incident based on UI configurable rules
  • Automatically create Remedy Incident from Jira Issue based on UI configurable rules
  • Automatically create Jira Issue from Remedy Change based on UI configurable rules
  • Automatically create Remedy Change from Jira Issue based on UI configurable rules
  • Status synch for all flows between Remedy and JIra
  • Bi-directional collaboration w/ comment synch between Remedy and Jira
  • Ability to unlink/link Jira Issue from Remedy change via UI action in Smart IT
  • UI visibility of Jira ticket information on Smart IT Incident and Change screens including iOS and Android interface including a link for Jira ticket


In addition to these, with 18.05 you can-

- Consolidate cases from Salesforce Service Cloud into Remedy as Incidents

- Use Multi-Cloud Service Management without Smart IT i.e. with Remedy ITSM.


There are many other usability enhancements like direct links to vendor ticket etc. makes it much more powerful release.




Click here for more information on BMC Multi-Cloud Service Management on


In this recorded session John will provide an overview and demo of how to quickly configure Digital Workplace Catalog with Remedy Single Sign-On (RSSO).  With the introduction of a shell script, the configuration process has been simplified and huge reduction of manual steps.


John Gallagher is a Lead Technical Support Analyst


Below is the webinar recording.





Presentation References


For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM


I am delighted to share Multi-Cloud Service Management 18.02 with lots of impressive new additions is now live. Thank you for an overwhelming response and accolades on Multi-Cloud Service Management 17.11. Multi-Cloud Service Management 18.02 is a separately licensable, cloud based, add-on service for Remedy for a seamless experience across cloud services and providers.


Read more here


With this new offering, we are now able to extend Remedy ITSM to multi-cloud environments furthering our solution for our customer’s journey to Multi-Cloud. This enables a single pane of glass for:

  • brokering incidents across multiple cloud providers/applications such as AWS, Service Cloud (Salesforce)
  • and extend ITSM processes for DevOps using Jira/Agile Central as an agile development tool.

Broker tickets with major Cloud Service Providers



Want to know more? Comment below


We pleased to announce that Smart IT 2.0's period of controlled availability is now ended. It is now generally available. Please note however that we are intending to release a standard patch within a few days.


BMC Remedy with Smart IT came about as a result of our drive to redefine the standard for user experience and collaboration in enterprise ITSM tools. We set out to address the perception amongst customers, prospects, analysts and the wider industry that ITSM tools might be becoming something a commodity. With a relentless focus on user experience, built on hundreds of days of on-site observation, dozens of individual interviews, and countless hours of design and development, Smart IT has been truly popular amongst end users. As such, it has been a major part of our work to secure and grow Remedy at the forefront of the Enterprise Service Management solutions market.


As with all previous Smart IT releases, Smart IT 2.0 is available at no additional license cost to existing BMC Remedy IT Service Management customers.


From versions 1.0 through to 1.6 we have been steadily broadening the range of personas enhanced by Smart IT, and have continually introduced innovative features such as the popular Smart Recorder ticket-logging interface.  Smart IT 2.0 now adds significantcustomizability and configurability to this already transformative user experience. The primary aims are twofold: to provide a new set of tools in Smart IT to enable BMC Remedy customers with significant Mid-Tier customizations to implement them in the new interface, and to enable innovative new changes to the Smart IT interface to optimize the experience for individual customer needs.


Hence, Smart IT 2.0 allows the administrator to:


  • Change the layout of the Incident and Change forms, placing custom fields wherever they are needed, moving existing fields, and hiding any out-of-box fields which are not required.
  • Dynamically control the key properties of fields (hidden/visible; read-write/read-only; mandatory/optional), and set data to fields, using logical expressions which execute in real-time as the user works on a record (even on mobile!).
  • Add custom fields to the ticket console, and filter records using them.
  • Take advantage of a significantly enhanced "provider action" capability, enabling server-side workflow actions to run in the Smart IT client, and creating icons alongside fields on the form to run them.


We are delighted to introduce this next step on the exciting Smart IT journey, and we look forward to working with you as you adopt it and benefit from it.


Screen layout configuration: Reordering fields in a section


Creating dynamic field behaviors


Enhanced Provider Actions enabling server-side workflow to process in the Smart IT client


Please join Daren for a look at what is new with the BMC Chatbot in this July’s webinar.


In this session he will cover an overview of the BMC Chatbot and look at the latest features and capabilities of the product.


Daren Goeson  is a Lead Product Manager


Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.



Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.


Presentation References


For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM


Please join us to get an update on the Remedy Spring 2018 Feature Release in this June’s webinar.


In this session they will cover the exciting new capabilities introduced with the Spring 2018 release, in support of BMC’s Cognitive Service Management and Multi-cloud strategy.


Rahul Vedak is Lead Product Manager

Pradeep Kumar is a Lead Product Manager

Stephen Earl is a Principal Product Manager

Jon Hall is a Principal Product Manager

Peter Adams is a Director of Product Management



Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.



Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.


Presentation References

BMC Helix Overview


BMC Community Spaces

  • Remedy ITSM
  • Remedy AR System
  • Atrium CMDB
  • Smart IT 18.05 Evaluation


Smart IT 18.05 Controlled Availability Program Registration


Release Notes

Remedy ITSM Suite 18.05


Remedy AR System 18.05


BMC CMDB 18.05


Remedy Single Sign-On 18.05


Smart IT 18.05


For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM


Please join Chandan as he presents on Troubleshooting Reconciliation Job Activities in the May 2018 webinar.


In this session Chandan will discuss how to troubleshoot failed reconciliation activities.  These failed activities include:

• CI not being properly updated

• Failures in identification, merge, and purge


Chandan Gad is a Senior Technical Support Analyst


Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.



Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.


Presentation References




For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM


Please join Rajeev as he presents on ITSM application performance troubleshooting in the April 2018 webinar.


In this session Rajeev will discuss techniques and tools to holistically understand your ITSM application performance. He will review the different segments that comprise an end to end request.  This will include client-side logging identifying API, Server, and database timing/tuning and looking into database reports to better understand/identify any problems.


Look under the hood at your performance issues!

Rajeev Patel is a Lead Product Developer


Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.



Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.


Presentation References




For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM


Please join Brigid, Gustavo, and Murali as they present on Remedy 9:Best Practices for Loading and Migrating Data in the ITSM Solution, during this special March 28, 2018 webinar.


In this session, Brigid, Gustavo, and Murali will discuss the available tools for managing data within the ITSM Solution.  They will review best practices for working with ITSM, CMDB, and SRM data.  Discussing the supported use cases for each scenario.  This discussion will include Data Management Tool, UDM, DDM, Atrium Integrator jobs, and SRM Import/Export tools.


Brigid Walsh Senior Product Developer

Gustavo del Gerbo is Senior Product Developer

Murali Viswanathan is Lead Product Developer


Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.



Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.


Presentation References

Atrium Integrator

Spoon documentation

Pentaho communities

Atrium Integrator documentation

Atrium Integrator / Spoon videos

Atrium Integrator Webinar


Data Migration main page

Data Management (Videos available)

UDM/DMT Overview (Steps)

UDM/DMT Configuration

Data Wizard

Fresh Install Migration Whitepaper


Migrating BMC Service Request Management objects and data

Using the AR System Deployment Management Console

Using SRM’s Import Export Console


Service Targets export and import

SVT rebuild information



For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM


Happy February. BMC is excited by the latest release of Remedy 9.1.04 (incl. Remedy AR System, CMDB, ITSM applications) and continues to innovate IT Service Management. This release brings some unique enhancements to the applications, which makes ITSM suite more intelligent and comprehensive.


In the past I had written a blog for custom process flow on Change Management, and now the new release of 9.1.04 provides ability to define approval rules for Remedy Change and Release Management, to help manage CIs with a people-approval capability.


Change and Release Management Overview:


BMC Remedy Change Management is closely aligned with standard ITIL service management processes. It works in conjunction with the BMC Remedy Approval Server and the other BMC Remedy ITSM applications. Using BMC Remedy Change Management in combination with these applications enables you to assess the scope of change, analyze the costs associated with change (in terms of time and expense), as well as perform impact and risk analysis.



Release Management is the process responsible for planning, scheduling, and controlling the movement of releases to test and live environments. Release management works closely with Change Management in making sure that applications are successfully deployed without compromising the integrity or availability of the production environment.



New CI Role based approval:


Prior to the 9.1.04 release, approval mapping in Change and Release Management was configurable for Individuals, Groups or Inherent Group/Role.  We could configure approval mappings based on CI selection on the approval mappings form as “CI Type” or “CI Name”. This, when used for any particular approval phase like Review, Business, Implementation or Close Down, would trigger approval by Individual, Support Group or Inherent Group/Role.



Challenges without CI Role based approval capability:


  • Organizations manage CI – People relationship (individuals, group) in Remedy, but cannot use it for determination of Change/Release approvers.
  • The effort to setup approval mapping rules for each specific CI is very high and many considered customization as a next logical step, causing later upgrade challenges.
  • High manual effort was needed to create multiple CI-based approval.



The new 9.1.04 provides the ability to make more personalized approvals based on the CI – People role relationship type, and is supported for Change and Release Management.


To see the changes, go to Application Administration Console > Custom Configuration > Change Management > Approval > Approval Mappings. You can also directly open the form via “APR:Approver Lookup”.



Approver mapping detail:


Individual: The approval is specific to a person with first and last name.

Group:       The approval is based on the support group name.

Inherent Group/Role: The approval is based on the functional role and group specified on the Change form.


Starting with version 9.1.04, approval mappings can be configured for Individuals or Groups based on a CI Role. This is based on the CI - People asset relationship and helps manage approval explicitly by relationship type.


Individual Based on a CI Role: Approval can be based on the roles Approved By, Managed By, Created By, Owned By, Supported By, Used By for an Asset CI on people.


Group Based on a CI Role: Approval can be based on the roles Approved By, Managed By, Created By, Owned By, Supported By, Used By for an Asset CI on a support group.



Once the CI is determined that will be associated with a CI based approval, go to the People tab of the CI > Add button. Refer to the following link to see steps for relating people, organizations, and groups to CIs.


CI Relationship.png


  • This feature is explicitly not applicable for "People Organization" type CI-People relationship.



Select the People or Support Group that will be related to the CI based on Role, and all the roles that can be related to a CI for people will be shown in the approval mappings. We have selected a CI = Printer with the following relationships:


People:  Manuel Ramirez > Managed by (Role)

People:  Michel Dupond > Owned by (Role)

Support Group:  Backoffice Support > Used by (Role)


CI Role.jpg


When creating approval mappings, the following areas need to be considered.

  • “CI Type” or “CI Name” - if not selected, the approval will be applicable to all the CIs
  • Support Group - should have at least a user with the Infrastructure Change Approver functional role, otherwise approval will be skipped.


We created 2 approval mappings for “Group Based on a CI Role” (Used by) > Business Phase and “Individual Based on a CI Role” (Owned by) > Review Phase.



Submit a new Change Request then relate the CI that has people relationships and we will notice that the approval will not trigger for Manuel Ramirez, as the role has a Managed by relation with the CI. We see the approvals for the Backoffice Support group in the business phase and Michel Dupond for the Review phase.



  • When relating a CI to a Change Request, it is essential to know that we must choose “Select a Relationship Type” = “Related To” or else the mappings will not trigger.


CI Roles relationship.jpg

The CI gets related to the Change Request as Related to in the relationship type.




Approvals trigger based on the CI - people role for Individual and Group. Since Mary Mann has the Infrastructure Approver functional role, she was added as an approver for the Backoffice Support group.




When any modification happens to the CI with respect to the People who are related in the Asset then the approval mappings do not require any changes. It will generate the approval based on the Change / Release approval mappings for the updated People in CI. This saves time and efforts require to manage approvals from 9.1.04 for CI - people role based approval.


We can configure the approvals in a similar way for the Release Management application. The ability to configure approval based on a CI - people role based relationship helps reduce the number of mappings and customization, making things easier to manage and control.


Troubleshooting Tips:


Case-1: Group approval not getting attached to Change Request.

-        Open the form “CTM:Support Group” and search for the Support Group.

-        Verify at least 1 user has the “Infrastructure Change Approver” functional role under the “Roles Display” tab.

-        Open the form “APR:Approver Lookup” and search for the Support Group.

-        Verify the Assignment Availability is set to Yes.


Case-2: Approvers are not getting generated on any request. Example: All Change Request.

-        Open “Application Pending” and verify any unprocessed records for Approval are stuck.

-        Check and verify the approval plugin is running or not would require a restart.

-        Check the armonitor file for the approval parameters.


Case-3: Incorrect approval signature getting attached to Change Request.

-        This directs to validate the Change Approval Mappings from the form “APR:Approver Lookup” for that particular approval phase.

-        You may want to review the approval debug and corresponding filter log with Signature that got attached to CRQ.


-        Search for the signature id on the AP:Role form on the Member List field.


Here are some Knowledge Articles and Ideas that you might find helpful:


Knowledge Articles:






I hope that you find this useful as an example on how to use the new CI Role-based approval. I welcome any comments, feedback and suggestions that you may have regarding this blog post.  I also encourage you to use Ideas on BMC Communities to submit and vote on features that you would like to see in BMC Remedy ITSM.



You can find additional blogs like this at BMC Remedy Support Blogs


Looking to upgrade to the latest version of Remedy ITSM? To take advantage of the new innovations from BMC both in the platform as well as the ITSM application.

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From our experience of performing hundreds of upgrades we recommend the Fresh Install and Migrate option. The Fresh Install & Migrate method has all the benefits of the common Copy & Upgrade method but avoids a number of the disadvantages. While, historically, this method was not frequently selected due to the data migration speeds of the conventional AR System tools; it could take a full month of data migration to copy over all the existing data in your database. Alderstone CMT solves this problem; it typically takes no more than a day to migrate all the data for a system to the new environment. Therefore this provides many advantages when coupled with the Alderstone CMT solution:


  • The fresh install of BMC Remedy ITSM is more often successful first time, requiring less technical oversight
  • Invalid workflow and unneeded enhancements are not automatically brought forward into the new version
  • Less impact to the business of a long change freeze
  • Possible to avoid delta data migrations altogether


Fresh Install & Migrate method will create and then switch existing users to a new parallel architecture. This allows all the new components of the architecture to be built and tested prior to cut over. For example, it may be necessary to upgrade or change the database, OS or infrastructure to support the new version. This method will start with a fresh installation of the ITSM stack. A fresh installation has a higher degree of success than an upgrade of an existing application. All data is copied from the existing Production system.


This method requires data and change management practices to keep the current and to-be Production data sets aligned. If the data set is small enough then delta-data migrations may not be required and this can reduce the scope of change and data management. This method can be used even if the underlying database is being changed, for instance, from Oracle to MS SQL. Because CMT is used to migrate all the data, this allows data to be migrated selectively, for instance allowing older data to be archived or excluded from the upgrade. This method is especially useful if upgrading from a much older version of ITSM as it effectively shortcuts the upgrade process by removing the necessity to perform multiple upgrades.


Fresh Install & Migrate methods include the following key activities which are core to the upgrade and data migration;

  1. Planning
  2. Infrastructure Preparation
  3. Manage Customizations
  4. Prepare for Migration
  5. Emulated Cutover
  6. UserAcceptanceTest
  7. Production Cutover


Please note that a BMC Remedy ITSM upgrade project is likely to include a range of other activities not described here, such as training, communications, integration management, stakeholder management, auditing, compliance, etc. This is not intended as a guide to all such activities within an upgrade project. The following diagram shows gantt-style representation of the sequence and relationship between these activities.


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Note that the Infrastructure Preparation and Manage Customizations activities will typically overlap. This is because it is possible to start work on managing the BMC Remedy ITSM customizations before all components of the infrastructure are complete. Alderstone CMT can be used during the Manage Customizations activity to help identify customizations which have been applied to the Remedy system.



For additional technical information on the fresh install and migrate methodology please get in touch with us. Our team are very happy to talk you through key activities in detail as well as other resources to ensure you're next Remedy ITSM upgrade is successful.

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