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Remedy ITSM

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With every feature release we deliver a set of enhancements that are based on ideas from our customer community. Now that the BMC Helix ITSM 20.08 feature release is fully available (as SaaS release), I'd like to summarize which ideas are addressed in this release:

 

ITSM Applications / Smart IT

Allow Incident Templates to have related Tasks  by Cassius Downs

Needs attention flag in ITSM console tables by BMC

DWP-C - Smart-IT Integration: Provide Submit Functionality by Waldemar Rucha

Smart IT : Activity Log should capture Assigned Support Group by Florentina Rinciog

SmartIT - Relate Items "results" should allow Select All option by Tauf Chowdhury

In SmartIT, allow searching by Product Alias as in classic ITSM by Joel Brom

Add the Relationship Type of "Related to" for relating an incident w/ incident by Greg Donalson

 

AR System

Remedy SSO - Support for SHA256withRSA by Martin Penev

 

CMDB

Replace the flash based FLEX UI in Atrium by Petrus Johansson

Add information for the reconciliation Copy activity into the new CMDB UI by Mircea Stoian

Class Manager in HTML5 (and Corners in Tickets) by Marco Fraundorf

 

 

I want to use the opportunity to thank all community members who contribute new ideas to the BMC Community and who are voting on existing ideas. While managing ideas from creation to delivery is a collaborative activity where many people are involved, most importantly I'd like to thank the community members who submitted these ideas. This helps BMC tremendously to understand needs of our customer base.

 

Peter Adams

Sr. Director, Product Management

 

 

Remedy AR System CMDB

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BMC Software announces the 20.02 Patch 2 (20.02.02) release of Remedy IT Service Management Suite.

 

This patch contains the updates delivered in version 20.02.01 and other product fixes. This patch also consolidates the hotfixes that have been delivered for version 20.02 of the Remedy platform components (Remedy AR System Server, Remedy Mid Tier, BMC CMDB, and Atrium Integrator). Because this patch includes the updates delivered in version 20.02.01, you can directly upgrade from version 20.02 to version 20.02.02 of Remedy IT Service Management Suite.

 

Downloading and installing version 20.02.02 of Remedy IT Service Management Suite

Remedy 20.02.02 is available for the Windows, Linux, and Solaris platforms.

 

To download and install this patch, follow the instructions provided in the deployment instructions for version 20.02.02.

 

Learning more about version 20.02.02 of Remedy IT Service Management Suite

For detailed information about the patch and the list of issues that have been corrected in this release, see the following patch bulletins:

 

BMC continues to invest in the containerization of Remedy, which today is available only as a part of BMC Helix ITSM (SaaS service), enabling you to use your choice of cloud (BMC Cloud, AWS, and Microsoft Azure). For more information about BMC Helix, see https://www.bmc.com/helix.

 

 

 

 


The above notice was emailed to all contacts subscribed to Remedy IT Service Management Product Alerts. To subscribe to Product Alerts, do the following:

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The Apple Push Notification service (APNs) will no longer support the legacy binary protocol as of November 2020. For more information, see this Apple Push Notification Service Update.

 

This notification applies to Smart IT versions 19.02 and earlier.

 

iOS push notifications in these versions of Smart IT will not work as of November 2020. To keep receiving iOS push notifications, BMC recommends that you upgrade Smart IT to 19.02 Patch 1 (19.02.01) or later.


Downloading and installing Patch 1 for version 19.02 of Remedy with Smart IT
Remedy with Smart IT 19.02.01 is available for the Windows and Linux platforms. To download and install this patch, follow the instructions provided in 19.02.01: Patch 1 for version 19.02.


Learning more about Patch 1 for version 19.02 of Remedy with Smart IT

For detailed information about the updates in this release, see 19.02.01: Patch 1 for version 19.02. For the list of issues that have been corrected, see Known and corrected issues.

 

 

 


The above notice was emailed to all contacts subscribed to Remedy IT Service Management Product Alerts. To subscribe to Product Alerts, do the following:

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Welcome to the October 2020 Hot Off The Press newsletter! This newsletter brings you the latest news and information on BMC Digital Service Management and Digital Service Operations products.

This month, we cover the following topics:

Register for BMC Exchange!

Exchange 2020.jpg

New Releases

BMC is excited to announce new releases of our TrueSight, Helix, and Remedy family of products.  See the following table for links to product documentation for these releases.

TrueSight ReleasesHelix ReleasesDiscovery & Remedy Releases


For assistance with planning a product upgrade, submit a request to our Assisted MIGration Offering (AMIGO) program, which is offered to BMC customers currently subscribed to BMC Customer Support.  For more information, see the BMC AMIGO Program Overview support page.

Digital Workplace Support Date Changes

To align with common industry practices, BMC is changing its version support policy for products that have frequent feature releases with a regular schedule. This new policy allows us to focus on adding enhancements and customer-requested functionality. Since BMC Digital Workplace has new feature releases every six months, BMC is now providing full support for two years after the release and limited support for one year after the end of full support date. This new policy also applies to all the existing BMC Digital Workplace versions. See our BMC Communities post for more information. Also, sign up for our Digital Workplace Upgrade Best Practices webinar in December.

New BMC Educational Courses

  • The Helix Platform 3-day, instructor-led training course and certification exam is available for BMC Helix Platform 20.x: Fundamentals Developing - Part 2. This course focuses on the consoles that help you achieve your goals for codeless application development.  It provides information on applications, libraries, and application attributes.  Details about records, views, processes, rules, associated, and named lists, access levels, and permissions are also covered. Click here for more information.
  • AR System 20.x Administering Courses—Two new courses are available along with a certification exam.
    • BMC AR System 20.x: Fundamentals Administering - Part 1 is a web-based training (WBT) that helps participants learn foundational concepts necessary to administer applications in Remedy AR System. This 2-hour course is applicable to 18.x, 19.x, and 20.x versions. Click here for more information.
    • BMC AR System 20.x: Fundamentals Administering - Part 2 is an instructor-led training course where you will learn how to administer Remedy AR System 20.x from user management to maintaining applications. This is a 4-day (32-hour) course is applicable to 18.x, 19.x, and 20.x versions. The prerequisite for this course is the AR System 20.x:Fundamentals Administering - Part 1 WBT. Click here for more information.
    • BMC Certified Associate: AR System 20.x for Administrators online exam validates the technical competencies needed to successfully operate and administer out-of-the-box (OOTB) baseline functionality for Remedy AR system.  This 2-hour online exam is applicable to 18.x, 19.x, and 20.x versions. Click here for more information.

Upcoming and recent webinars

October
November
December

If you didn't catch the live webinar, you can view the recording. Check out some of these recent and popular webinars:

Additional resources

Other issues of Hot Off The Press (Follow to receive alerts of new issues.)

Webinar Schedule

YouTube Channels

What's New In Support

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

 

Remedy AR System  |  Remedy ITSM  |  CMDB  |  Discovery  |  Digital Workplace  |  BMC Helix  |  TrueSight Capacity Optimization  |  TrueSight Server Automation  |  TrueSight Network Automation  |  TrueSight Operations Mgmt  |  TrueSight Infrastructure Mgmt

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Welcome to the September 2020 Hot Off The Press newsletter! Beginning with this edition, we are expanding our coverage of topics to include Digital Service Operations.

This month, we cover the following topics:

Remedy AR System compatibility issue with certain versions of Java

Remedy AR System versions 9.1, 18.05, and 18.08 have a compatibility issue with some versions of Java. See our post on this topic for details and resolution options.

Adobe Flash Deprecation Update

Remedy IT Service Management 20.02 Patch 1 will complete the replacement of capabilities based on Flash in Remedy. Be sure to attend our webinar tomorrow, September 9, Managing Flash deprecation and replacement features within Remedy. All current TrueSight Operations Management (TSOM) and BMC ProactiveNet (BPPM) releases require Flash to run the Operator Console. The next release of TSOM will eliminate that dependency by deprecating the Operator Console and transitioning functionality to the TrueSight Presentation Server (TSPS) GUI, APIs, or CLIs. For more information, see this article. The TSOM 11.3.04 release is planned for Q3.For more information about the Flash EOL, see the official Adobe Flash Player EOL Enterprise Information Page.

TrueSight Operations Management - Managing Policy and Password Updates

Have you needed to make mass changes to policies or update passwords? If so, it can be a time-consuming process. BMC has developed a tool that helps manage policies within TrueSight Presentation Server 10.x+.  This blog post explains the tool and best practices around policy and password management.

New Education Courses

BMC Helix ITSM - Smart Reporting 19.x: Fundamentals AdministeringThis two-day assisted self-paced (ASP) course covers responsibilities of administrators.  It introduces learners to the key features and functionality of the BMC Helix ITSM - Smart Reporting application. The course provides hands-on experience of the various administrative tasks related to the application.  Click here for more information.

 

TrueSight Capacity Optimization 11.x: Advanced Administering (ASP)This course guides students through the administrative capabilities of TrueSight Capacity Optimization 11.x. By the end of this course, students will develop skills in entity lookups, metric profiles, hierarchy rules, data warehouse aging, reconciliation, by-exception reports, and TrueSight console customization.  Click here for more information.

 

TrueSight Cloud Cost Control 11.x: Advanced Administering (ASP)This assisted self-paced course guides students through the administrative capabilities of TrueSight Cloud Cost Control. By the end of this course, students will develop skills in budgeting, views management, and administering capabilities of TrueSight Cloud Cost Control. Click here for more information.

Upcoming and recent webinars

September
October
November
December


If you didn't catch the live webinar, you can view the recording. Check out some of these recent and popular webinars:

Additional resources

Other issues of Hot Off The Press (Follow to receive alerts of new issues)

Connect with BMC Helix ITSM and Remedy Webinar Series Information

Connect with TrueSight Webinar Series Information

TrueSight Best Practices Webinar Series Calendar

Remedy and Discovery YouTube Channel (Subscribe Now)

What's New In Support

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

 

Remedy AR System  |  Remedy ITSM  |  CMDB  |  Discovery  |  Digital Workplace  |  BMC Helix  |  TrueSight Capacity Optimization  |  TrueSight Server Automation  |  TrueSight Network Automation  |  TrueSight Operations Mgmt  |  TrueSight Infrastructure Mgmt

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BMC Software announces the 20.02 Patch 1 release of Remedy IT Service Management Suite.

 

This patch release contains product fixes and consolidates the hotfixes that have been delivered for version 20.02 of the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator). The 20.02 Patch 1 release also includes replacement of remaining Flash-based capabilities in Remedy and support for OAuth 2.0 in Email Engine for the Exchange Web Services (EWS) protocol to access Microsoft Office 365 (Exchange). Additionally, Smart Reporting 20.02 Patch 1 release includes performance improvements when designing a report with a calculated field and when broadcasting a report through email.

 

Downloading and installing version 20.02.01

Remedy 20.02.01 is available for the Windows, Linux, and Solaris platforms. Remedy Smart Reporting is available only for the Windows and Linux platforms.

 

To download and install this patch, follow the instructions provided in the deployment instructions for version 20.02.01.

 

Learning more about version 20.02.01

For detailed information about the patch and the list of issues that have been corrected, see the following patch bulletins:

BMC continues to invest in the containerization of Remedy, which today is available only as a part of BMC Helix ITSM (SaaS service), enabling you to use your choice of cloud (BMC Cloud, AWS, and Microsoft Azure). For more information about BMC Helix, see https://www.bmc.com/helix.

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BMC Software is alerting users to a potential problem that requires immediate attention in versions 9.1, 18.05, and 18.08 of Remedy AR System. If you are using Remedy AR System version 19.02 or later, you will not experience this issue.

The ICU4J third-party library used in Remedy Mid Tier and AR System Server has a defect that makes it incompatible with Java versions higher than 255, such as 1.8.0_261.

For more information about this issue and the resolution, see the following links:


Best regards,

 

John Weigand
R&D Senior Program Manager
BMC Software

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Welcome to the August 2020 issue of Hot Off The Press, our regular newsletter to bring you the latest news and information on BMC Digital Service Management products.

This month, we cover the following topics:

Now easier to contact your BMC account team

Access My BMC Team to see the contact details of your BMC account team. My BMC Team makes it easier for you to find the right person for purchase, services, or renewal queries.  If you have a current BMC Services project, you can also see the contact information for your BMC Services project manager.

 

To access My BMC Team, you need a support ID attached to your BMC profile. In BMC Support Central, login with your Support ID, then select My Support > My BMC Team. Alternatively, at the bottom of any BMC web page, click the Contacts link, and then My BMC Team.You can find additional details in this Communities post.

Button to test your Remedy Email Engine configuration

We are providing the Email Test Button so that you can test your Mailbox configurations from a simple button on the AR System Email Mailbox Configuration form.  This button can help you identify the most common Email Engine configuration issues during initial setup or when you run into a problem. We announced the Email Test Button in this Communities post, and made this feature available as a download from the associated knowledge article.  On a related note, troubleshooting guides for the Remedy Email Engine are now available in the documentation. These guides contain the Top KAs and videos for the Remedy Email Engine, along with the steps to resolve (or create a support case) for the most common Email Engine issues.

Recently released troubleshooting guides

BMC Support, in collaboration with Engineering recently released several new troubleshooting guides. We build these guides to help you (our customers and partners) troubleshoot and resolve problems. If the guides don't provide the resolution to your specific issue, they let you know what information BMC Support will need, helping us resolve your problems faster.  You can find troubleshooting guides in the Troubleshooting section of each documentation space at docs.bmc.com. The following links are for the most recently added guides:

 

 

 

Upcoming and recent webinars

August
September
October

 

If you don't catch the live webinar, you can view the recording. Check out some of these recent and popular webinars:

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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This article will help you troubleshoot typical issues with custom fields in Smart IT

 

In Smart IT you are able to add the following types of custom fields:

 

  • Character
  • Large Character
  • Date/Time
  • Selection fields, such as drop-down, check box, and radio button fields
  • Integer
  • Real
  • Decimal
  • Static menus
  • Dynamic menus

 

NOTE: Ensure that when adding any field to any of the forms in Developer Studio both the property 'Display Name' and 'Database' don't contain _c delete this for every field in all of the forms.

8.png

 

For adding a field to the 'Incident View' for example, it is required to add the field in the following forms:

 

OperationForm name
ReadHPD:Help Desk
EditHPD:IncidentInterface
CreateHPD:IncidentInterface_Create
SLM JoinINT:HPDSLM:HelpDesk_SLM_Join_Outer

 

If you are going to add a field to the HPD:IncidentInterface which is a Join form right click on the form and add it from HPD:Help Desk instead of creating the field from scratch like below.

 

7.png

 

Make sure all the fields in the rest of the forms contain the same database ID.There are also times where the issues are related to defects so in that regard we advise our customers to try to always be on the latest patch for their current version. Now lets start discussing the type of issues that can arise.

 

Error Occurred during update request, Please try again

 

You are observing this error while removing or adding any attribute in the type specific area on any of the available views.1.png

 

From the Mid-Tier open the SMT:Administration: Customized Application Data Source Attributes, if this is a custom field that resides in the Asset View and it is added on the 'Type Specific Area' section open the SMT:Administration: Asset Customized Data Source Attributes form and delete the record pertaining the problematic custom field. You can take an .arx export of the record if you need to.

 

4.png

 

From the Smart IT database delete the records from the tables 'Customization Area Cell' and 'Customization Area Extension'

 

SELECT * FROM [SmartIT].[SmartIT_Business].[CUSTOMIZATION_AREA_CELL]

SELECT * FROM [SmartIT].[SmartIT_Business].[CUSTOMIZATION_CELL_EXTENSION]

 

 

3.png

 

 

If the issue resides for example in the Asset View and lets say the fields is located on the 'Computer System' class you only need to delete the records for assetScreen.typeSpecific and where class is 'BMC_CompusterSystem' if this was added on the 'Generic Area' section for example, delete it for the asset.Screen.generic

 

2.png

 

Next proceed to restart the Remedy with Smart IT service and check if the error has went away, next proceed to reapply the custom fields and make sure you request BMC to get the latest patch for your version to avoid any defects and proceed to re add the fields.

 

 

Custom fields are not saving data on ITSM forms or are not saving changes after an 'Edit' action.

 

Open the SMT:Administration: Application Data Source Attributes form and validate the custom field exists on this form, if it doesn't go back to Dev Studio and make sure you saved all the changes when you created the custom fields in all of the different forms required.

 

11.png

 

Once that is checked, go back to Smart IT suppose you are working on a field on the 'Incident or Create Incident View' and open the Screen Configuration section. Remove the problematic field and click on the "Refresh Metadata" option and refresh the form SMT:Administration: Application Data Source Attributes form, once you are here validate the field has the 'Is it visible in UI' flag set to 'Yes'.

 

12.png

 

 

You are able to save values on the custom fields on the first time in the desired view but after an 'Edit' action the values disappear or get blanked out in Smart IT.

 

 

Check in Dev studio if the customer created a 'custom view' of HPD:Help Desk for example, if such is the case, go to the OOTB  'Best Practice View' and add the custom field here too.This would mean that the custom field should be in:

  • HPD:HelpDesk       Best Practice View
  • HPD:HelpDesk       Custom customer View
  • HPD:IncidentInterface
  • HPD:IncidentInterface_Create
  • HPD:HelpDesk_SLM_Join_Outer

 

 

Remove the field from 'Screen Configuration' and perform a 'refresh metadata' then re add the field again and re 'Refresh the Metadata' the field should be able to be edited and saved.

 

Adding 'Custom Fields' from a 'Custom View' is currently unsupported so we need to make sure the custom field lives in the 'Best Practice View' of whatever module is desired. On this use case it was Incident (hence we need to make sure the custom field also exists in the 'Best Practice View' of HPD:HelpDesk)

 

13.png

 

Other ITSM Resources

 

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We have a lot to share in this issue of Hot Off The Press. Read on for important information on underlying Remedy technology updates, training and more.

This month, we cover the following topics:

New survey on BMC Helix on-premise deployment expectations

We are currently reviewing the strategy around on-premise deployments of Service Management, Discovery, and IT Operations solutions. While we see many benefits for our customers in moving to SaaS, we plan to continue delivering an on-premise deployment option. To make sure we deliver the best possible experience for on-premise deployments, we want to review your expectations are for this area, and what alternatives there are to the current installer-centric approach. Please take 10 minutes of your time to respond to some questions in our new BMC Helix On-Premise Deployment Survey. We appreciate your participation and thank you in advance for your time.

Replacement of remaining Adobe Flash capabilities in Remedy

Adobe announced the end of development and distribution of Adobe Flash Player by the end of the year 2020. BMC has taken proactive steps over recent releases to manage the deprecation of the Flash-based capabilities in the Remedy IT Service Management Suite. BMC has also been providing alternative solution capabilities for the majority of areas where Flash was used in the past. If you are using the Remedy on-premise software, BMC plans to deliver replacement capabilities for these remaining Flash-based capabilities via a version 20.02 patch 1 release for the Remedy platform components (Remedy AR System Server, CMDB, and Atrium Integrator). If you are a BMC Helix ITSM customer, BMC plans to upgrade your SaaS environments before the end of 2020 to replace the Flash-based capabilities. For more information, see our BMC Communities post.

End of Basic Authentication for Microsoft Exchange Online

Microsoft announced the end of Basic Authentication support for Exchange Online, effective the second half of 2021. BMC plans to deliver an update to address this in Remedy 20.02 patch 1. This patch is planned to be made available for download from the BMC Electronic Product Distribution (EPD) site by the end of August 2020.

New Remedy training

The following training is available from BMC Education:

Upcoming and recent webinars

July
August
September

 

If you don't catch the live webinar, you can view the recording. Check out some of these recent and popular webinars:

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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It was not that long ago when the thought of an ITSM upgrade generated a feeling of dread amongst ITSM administrators. The thought of a seamless ITSM upgrade, that too without any down time was deemed far fetched.

 

From that state we came a long way by delivering three Helix ITSM production upgrades with Zero Down Time this past weekend , 06/21/2020.

 

This was possible due to tremendous collaboration between SaaS upgrade team, SaaS operations , Helix ITSM R&D and DevOps team members.

 

The building blocks that enabled this tremendous accomplishment are

 

> ITSM Architecture simplification, going from a monolithic architecture to a service oriented container model.

> Centralized configuration, moving configuration from files to a centralized system.

> Deployment Manager, a D2P package mechanism to publish and deploy ITSM content via packages that allowed Zero down time update and full rollback capability.

> Automation framework that enabled customers and partners to extend the automated test suite.

> End to end deployment pipeline leveraging Ansible playbooks.

 

The next phase of this journey is enabling mass ITSM upgrades.


Congratulations Team. Looking forward to the evolution of ITSM upgrades

 

Abhijeet Gadgil Ravi Vemuri Dinesh Elaprolu Peter Adams Tarun Sharma Sharma Jek Wong

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Adobe announced the end of development and distribution of Adobe Flash Player by the end of the year 2020. BMC has taken proactive steps over recent releases to manage the deprecation of the Flash-based capabilities in Remedy Suite. BMC has also been providing alternative solution capabilities for the majority of areas where Flash was used in the past. For more information, see Adobe Flash in Remedy in the Remedy IT Service Management version 20.02 documentation.

 

For agent-to-agent chat in the Remedy Mid Tier UI, the BMC Service Management Process Model, and the Service Catalog UI in Atrium, BMC has already announced deprecation plans that include references to alternative capabilities. For more information, see Product announcements for Remedy AR System and Product announcements for Remedy IT Service Management Suite.

 

BMC now plans to deprecate the following remaining capabilities where Flash is still used in Remedy AR System and in the ITSM applications:

  • Service Request Management (SRM) Process Designer and Visualizer
  • Approval Process Visualizer
  • Atrium Explorer integrations in Remedy Mid Tier (IT Service Management UI)
  • Various CMDB UI capabilities, such as Dynamic Service Modeling, CMDB Audit, and Federated Class Management

 

If you are using the Remedy on-premise software, BMC plans to deliver replacement capabilities for these remaining Flash-based capabilities via a version 20.02 patch 1 release for the Remedy platform components (Remedy AR System, CMDB, and Atrium Integrator). You must install this patch on top of the Remedy platform version 20.02. This patch is planned to be made available for download from the BMC Electronic Product Distribution (EPD) site by the end of August 2020. This patch release is also planned to include an update to address the end of basic authentication support for Microsoft Exchange Online and a number of defect fixes.

 

Note:  If you are on an older version of Remedy ITSM, BMC generally recommends that you upgrade to the latest version for the entire Remedy IT Service Management Suite. However, if you just need to replace all Flash-based capabilities listed above, you only need to upgrade the Remedy platform (Remedy AR System Server, Remedy Mid-tier, CMDB, and Atrium Integrator) to 20.02 and then deploy patch 1. You don't need to upgrade the ITSM applications. If you just need to replace the Flash-based capabilities of SRM Process Designer and Visualizer and the Approval Process Visualizer, you only need to upgrade the Remedy Mid Tier component version to 20.02 patch 1, not the entire Remedy platform.

 

If you are a BMC Helix ITSM customer, BMC plans to upgrade your SaaS environments before the end of 2020 to replace the Flash-based capabilities, which will be scheduled in coordination with you.

 

BMC plans to deliver exciting new capabilities around BMC's Autonomous Digital Enterprise strategy, and therefore does not plan to deliver a version 20.08 feature release of the Remedy on-premise software. BMC plans to deliver a 20.08 feature release for BMC Helix ITSM (SaaS-only). The next feature release for Remedy on-premise software is planned for a later time.

 

Best regards,

 

 

Peter Adams

Sr. Director, Product Management

BMC Software

 

 

Remedy AR System   CMDB

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Welcome to the June 2020 issue of Hot Off The Press, our regular newsletter to bring you the latest news and information on BMC Digital Service Management products.

This month, we cover the following topics:

BMC Digital Workplace 20.02 Patch 1 has been released!

We are excited to announce the release of BMC Digital Workplace 20.02 Patch 1.  This patch delivers significant updates that streamline service delivery, including new group visibility configurations, advanced filtering and display options, along with other updated catalog capabilities. Additionally, a new installer makes it possible for you to configure Remedy Single Sign-On with just a few clicks.  You can find more information at the following links:

Remedy versions going into Limited Support

The following product versions go into Limited Support in June:

  • Remedy 9.1.03 goes into Limited Support on June 8, 2020.
  • Smart IT 18.05 goes into Limited Support on June 18, 2020.

Consider upgrading to our latest version, which is 20.02.

Microsoft Internet Explorer (IE) 11 deprecation

Starting with the 21.02 release (targeted for February 2021), BMC will no longer support the use of Microsoft Internet Explorer version 11 with the products listed on the BMC Customer Support Community.

Videos and other information to get started with BMC Client Management

If you're taking advantage of our 90-day FREE offer for BMC Client Management, you might be wondering where to start and what to do next.  Take a look at these videos, doc topics, and knowledge articles:

Videos
Introductory doc topics
Knowledge articlesKA#000010216: How can I manage devices which connect over the Internet, and are there any capabilities which are not available with devices connecting over the Internet?
KA#000166530: How to increase remote control session inactivity time on a device

If you don't have BMC Client Management, sign up for our special offer here: https://www.bmc.com/forms/manage-remote-workforce-during-crisis-contact-us.html.

Upcoming and recent webinars

June
July
Augusthttps://communities.bmc.com/community/bmcdn/helix/blog/2020/04/22/connect-with-bmc-helix-itsm-and-remedy-best-practices-for-deploying-dwp-catalog-webinar

 

If you don't catch the live webinar, you can view the recording. Check out some of these recent and popular webinars:

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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Free trials, new releases, betas and more! There is a lot of great content in our May 2020 newsletter, so don't miss this one! This month we cover the following topics:

 

Struggling with the Covid-19 ‘new normal’? Try our 90-day free offer for BMC Client Management

The current Covid-19 pandemic situation has literally changed the way business is done, and it is most certainly not business as usual any more. Many organisations are faced with a challenge to support their work force working remotely for the first time in such massive numbers. Both workers and their companies are struggling with this change. More requests are coming in for remote assistance. IT staff, who are also working from home without their usual resources, need tools to support these remote workers. Many people are working remotely for the first time.

 

New remote workers often require hardware and software to work effectively from home. Organizations must be able to track and manage the laptops and applications that go home with employees and that connect into the company’s environment remotely.

 

BMC Client Management can be the game-changer to get the remote workforce up and running and, most importantly, keep them secure and productive. IT staff can directly and securely access home-based-employees' devices to support and reconfigure, ensuring minimal downtime. If your IT staff use Smart IT, they can access BMC Client Management capabilities from Smart IT.

 

BMC is proud to offer you with a 90-day FREE offer for BMC Client Management. What this means for you is, 90 days of endpoint management at no cost to you to help you wrap your arms around your new normal.

 

Check out these links to register and for more information:

 

Special product offer (register here)BMC helps you manage your new remote workforce - BMC Software
Promotion launch and demoSecurely Support Your New Remote Workers (video, 33 minutes)
Webinars
Blog posts
Client Management CommunityQuick Start "Learn" page

 

BMC Helix ITSM / Remedy ITSM user experience beta program

We’re inviting you to a sneak peek at what BMC is working on in terms of user experience enhancements for our BMC Helix ITSM / Remedy ITSM solutions. You’ll have an opportunity to engage directly with BMC product experts, product management, and R&D to help validate and provide feedback on the new user experience capabilities for BMC Helix ITSM / Remedy ITSM. For more information and how to register, see our BMC Communities post.

 

Discovery 20.02 (v12.0) release

BMC Software is pleased to announce the availability of the latest version of BMC Discovery, 20.02 (v12.0). The much anticipated release contains some major enhancements and improvements.

 

Highlights include:

  • Introducing Outposts - Lightweight approach to enable discovery across multiple network regions. The outpost has multiple benefits that lessen the operational burden of running Discovery
  • New PAM Connectors
  • Data Sources - Ability to add static sources of information from databases, REST API, and file systems on remote hosts
  • SNMP Discovery Enhancements
  • New Multi-Generational Datastore Option
  • Online Backups
  • Online Compaction
  • Performance Gains
  • And many other enhancements

 

Important defects have been resolved in this release. See the details here.

 

Be aware that the following features have deprecated support:

  • The BMC Discovery export framework in the 20.02 (v12.0) release of BMC Discovery and will be removed in a future release. For new exports, you should consider using the REST API.
  • The attachments feature is deprecated in the version 20.02 (v12.0) release of BMC Discovery and will be removed in a future release.
  • The RSS channel feature is deprecated in the version 20.02 (v12.0) release of BMC Discovery and will be removed in a future release.

 

For details about the upgrade procedure, see Upgrading BMC Discovery in the documentation.

 

Troubleshooting guides

Further Troubleshooting Guides, which are jointly produced by Support and Engineering have recently been published. You can find these in the below links, along with some other popular troubleshooting guides. These can all be found in the Troubleshooting section within the product documentation.

 

Smart IT

 

BMC Digital Workplace

 

Remedy platform and applications

 

Upcoming and recent webinars

Register and join us for some of our upcoming webinars:

 

May

June
July

 

If you don't catch the live webinar, you can view the recording. Check out some of these recent and popular webinars:

 

Additional resources

Other issues of Hot Off The Press (Be sure to follow to receive alerts about new issues!)

Connect with Remedy webinar series information

Remedy and Discovery YouTube channel (Subscribe Now!)

What's New In Support

Remedy product line cumulative hot fixes—Refer to KA#000164912 (You must be logged in to Support Central to view the knowledge article.)

Share This:

Over the last 2 years the Remedy based applications distributed by BMC leveraged cognitive abilities exposed by the Helix platform while continuing to make incremental updates for performance as well as consuming of features brought in by the Remedy platform, not limited to Hierarchical groups. The new CMDB UI as well as features that were added to Smart IT allow the personas [read as user roles] to get back more time. The attached deck will walk you through highlights of the value that an upgrade to latest version of the Remedy applications will bring in. This will allow you to get a quick glance into: simpler data load, leveraging KCS, benefits for applications by leveraging archive, visibility into items that need attention, use cases where targeted refactoring gives better response times, GDPR and security aspects.

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