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We have several important updates for you as the year draws to a close. Check them out in this holiday edition of Hot Off the Press!

This month we cover the following topics:

 

Digital Workplace and Helix 19.11 releases are now available!

The 19.11 versions of BMC Helix Digital Workplace and BMC Helix SaaS products have been released! BMC Helix Digital Workplace Basic 19.11 and BMC Helix Digital Workplace Advanced 19.11 have been released for both on-premise and SaaS customers.BMC Helix ITSM 19.11 has been released only to Helix (SaaS) subscribers. Remedy ITSM is available for on-premise customers on a semi-annual release cycle with releases in February and August with the next release, 20.02, scheduled for February, 2020. Effective with version 19.11, Smart Reporting content is in its own documentation space. There is no version 19.11 deployment space for Remedy ITSM, because this is a SaaS-only release and is deployed by BMC SaaS operations. BMC Helix Platform 19.11, BMC Helix Integration Service 19.11, BMC Helix Business Workflows 19.11, BMC Helix Chatbot 19.11 and BMC Helix Multi-Cloud Service Management 19.11 have been released and are SaaS-only products.

 

Smart Reporting version 19.02 (and earlier) includes third-party license expires December 31, 2019

When this third-party license expires Smart Reporting will no longer work. Please see this notification on BMC Communities for more information and how to resolve this issue.

 

Use our new secure file transfer to sending files to BMC Customer Support

BMC has changed the way that customers upload their files to our BMC FTP site.  Effective immediately, if you need to send files or log files that to BMC Customer Support, you should use the new SFT process (Secure File Transfer).  You can find instructions on how to upload files with SFT, along with our 2 other methods for uploading files (attaching files <2GB to the support case or emailing them to BMC Customer Support) in this BMC Communities article.  All previous anonymous FTP uploads will be disabled as of Feb 3, 2020.

 

Hot fix for BMC Digital Workplace comment notifications

BMC Software has identified an issue with comment notifications for service requests in BMC Digital Workplace 19.05 and 19.08. Please see our BMC Communities post for more information.

 

Troubleshooting issues with approvals

To help reduce customer effort, we have developed Troubleshooting Guides to help ensure that we collect the right logs & information the first time and avoid having to go back and forth with multiple requests for logs.  Using Root Cause codes, the Troubleshooting Guides are written for the top problems reported by customers. These guides also contain the top knowledge articles and videos for this product component. Check out our latest Troubleshooting Guides on Approval Server that have been added to our online documentation:

 

You can find additional information in the following popular knowledge articles and videos:

 

Latest and upcoming webinars

Register and join us for our December 18th webinar, Live Chat in Smart IT. The following recent webinars are available for playback at your convenience:

 

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

Support What's New (YouTube Channel links and Top KA's - should information be pulled into this section?

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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Remedy Smart Reporting versions 19.02 and earlier (19.02, 18.x, 9.x) have an embedded third-party software license that will expire on December 31, 2019.

 

When the third party license expires, Remedy Smart Reporting will no longer work. To resolve this issue, renew the license as outlined in Knowledge Article 000134221, “Remedy Smart Reporting 9.x/18.x/1902 Versions License Expires By End Of Year 2019.”

 

This is not related to nor does it affect your BMC product license for Remedy Smart Reporting.

 

No action is required for SaaS customers (Remedy OnDemand / BMC Helix ITSM).

 

Best regards,

 

John Weigand

R&D Sr. Program Manager

BMC Software

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Agile DevOps with BMC Helix Multi-Cloud Service Management 1911!!!

 

2020 is just around the corner and on behalf of the entire Multi-Cloud Service Management team, I would like to wish you all a very happy holiday season. Thank you all for being an important part of our world.

Multi-Cloud Service Management 19.11 comes with power-packed new features enhancing capabilities for incident consolidation, cloud monitoring, and DevOps themes. Specifically-

  • Pre-built incident consolidation between Remedyforce and ITSM
  • Integration with any custom AR application w/ AR System Connector
  • Automatic status updates between Azure Alerts and ITSM incidents
  • Share activity notes using Salesforce Chatter

Screen Shot 2019-12-03 at 5.00.18 PM.png

 

Need more information on BMC Helix Multi-Cloud Service Management?

Product page on BMC.com: Multi-Cloud Service Management - BMC Software

Product Documentation: https://docs.bmc.com/docs/multicloud

What’s new in 19.11: https://docs.bmc.com/docs/multicloud/19-11-enhancements-823430327.html

 

Screen Shot 2019-12-03 at 5.02.41 PM.png

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@@Welcome to November’s ITSM Blog post.  In this Blog, we will be discussing Service Level Management Architecture and Troubleshooting Tips.

 

 

The BMC Service Level Management (BMC SLM) application provides a combined solution to bridge operations and services. BMC SLM provides a way to review, enforce, and report on the level of service provided to ensure that adequate levels of service are delivered in alignment with business needs at an acceptable cost.

 

The practice of Service Level Management (SLM) gives assurance to the service consumer that a provider will deliver a level of service that meets their needs. The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

 

WHAT IS   Service Level Agreements (SLA's)

 

An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service. SLA's are used to measure the performance of services from the customer’s point of view, and it is important that they are agreed in the wider business context.

 

 

Primary Components of SLM

 

 

 

Configuration: User interface and workflow needed to configure service targets, agreements, contracts, templates, and other options.

 

Data sources and plug-ins: The data sources based on AR System use the native AR System interface to communicate with the main BMC SLM data repository

 

SLM Engine: A C++ binary that runs under the armonitor service and creates the filters to process service targets for AR System data sources

 

 

BMC SLM data model

 

The SLM data model comprises of the following main components:

 

  • Definition or configuration component forms – Stores information about the definition of service targets, agreements, contracts, milestones, and actions.

 

 

Real-time processing forms Used for calculations of measurements, compliance, and triggering milestones.

 

After the service targets and agreements are defined, the “processing” data model of SLM can be addressed. This includes service target processing, milestones, and compliance processing. The forms in this component are:

 

 

For real time trouble shooting problems related to SLM we would need more in-depth understanding of the flow and activities performed in the

Real time processing form.

 

 

The forms in this component are:

 

  • SLM:Measurement: This form tracks the measurement records and the performance of a service target, recording the latest service target status and the timestamps of the changes. Different types of information are stored on this form. All the information is related to service target processing.
  • SLM:MeasurementChild: This form tracks each change in state on the measurement for performance monitoring and availability service targets, such as from available to unavailable: Because each change in state is known, SLA compliance can, at any time, calculate the compliance performance of each service target for a review period to sum up their contribution to the SLA compliance percentage.
  • SLM:EventSchedule: This form tracks when events  should execute. Each record in this form has a timestamp indicating when a event should execute and for which instance of service target and application.
  • SLM:SLACompliance: This form tracks all the compliance calculations. A record is created in this form for each agreement, review period, and contract combination. As each review period completes, the record is marked as done and a new one is started.
  • SLM:ComplianceHistory: This form tracks compliance data for each service target contained in an agreement.

 

  • Application Administration Console forms – Used to store preferences and other administrative information.

Administrators use the forms in the BMC SLM administration console to configure items for the definition and processing modules.

The administrator can configure these items before setting up service targets and agreements, because they might not frequently change.

 

 

Form

Description

SLM:ConfigDataSource

UI and repository for all the data sources that work with SLM. Any AR System form that needs to work with BMC SLM will have an entry in this form. Other significant configuration settings related to the data sources are also stored in this form. In conjunction with the back end form SLM:Object, all forms working with the BMC SLM application needs to be registered with their own GUID.

SLM:ConfigGoalTypes

Repository for mapping of internal goal types to user-defined goal labels. Users see labels such as Incident Response Time, Incident Resolution time, but the application works off the goal types to be able to process the service target accordingly.

SLM:ConfigPreferences

Stores general application settings that apply across the product, including the service target identification prefix and location of log files.

SLM:ConfigReviewPeriods

Stores review periods that users select in the agreement definition to determine the time spans for compliance calculations.

SLM:ConfigSLAGroups

Stores the service target groups information for the service target group feature that is specific to request-based service targets.

SLM:ConfigSLAOwners

Stores “aliases” or names for groups of user IDs that can be used in alert actions. This enables emails and alerts to be sent to a group.

SLM:ConfigSLMComments

Stores pre-configured comments created by users to add to their measurement and compliance records. Comments typically include reasons for missing a compliance or goal.

 

 

 

Service Level Management BRIE Engine configuration

 

The main function of the Business Rule Interpretation Engine (BMC SLM Engine) is to interpret stored rules when they are created to construct the filters needed to implement these rules. The engine is written in C++ and runs continuously as a Microsoft Windows process or a UNIX daemon under armonitor. The command line to start the engine is in the armonitor.cfg and starts when AR System starts.

 

Along with the BMC SLM engine, the Application Dispatcher (arsvcdsp) engine acts as a "command controller" for all engines running under AR System. It receives commands queued in the Application Pending form and sends a signal to "wake up" the engine that needs to process each command, based on the category

BR-BRIE is the category of this command and Create-Rule is the command received by the engine. When a filter executes this command, an entry is created in the Application Pending form. This triggers the Application Dispatcher engine to evaluate this command and trigger the BMC SLM Engine to start processing.

 

The dispatcher is installed as part of AR System and works with any engine that runs under armonitor.

 

 

 

BRIE Service Configuration Check

 

This section shows the key point to check in order to ensure BRIE service will be up and running.

 

AR System Server Group Operation Ranking form

 

Open the AR System Server Group Operation Ranking form and search for Operation = Business Rules Engine, Admin server should be ranked 1 for this operation.

 

armonitor file

 

Log into Admin AR Server and open the armonitor file:

 

Windows: ARSystemServerInstallDir\Conf\armonitor.cfg

UNIX: etc/arsystem/serverName/armonitor.conf

 

Make sure you have the following lines defined and uncommented:

 

Windows: "C:\Program Files\BMC Software\BMCServiceLevelManagement\bin\slmbrsvc.exe"

UNIX: /opt/bmc/BMCServiceLevelManagement/bin/slmbrsvc.sh

ar file

 

Log into Admin AR Server and open the ar file:

 

Windows: ARSystemServerInstallDir\Conf\ar.cfg

UNIX: /opt/bmc/ARSystem/conf/ar.conf

 

Make sure you have the following lines defined and uncommented:

 

Windows:

  • Business-Rules-Engine-Suspended: F
  • Plugin-Path: C:\Program Files\BMC Software\BMCServiceLevelManagement\bin
  • Plugin: omfobjiefilapi.dll
  • Plugin: arfslasetup.dll

 

UNIX:

  • Business-Rules-Engine-Suspended: F
  • Plugin-Path: /opt/bmc/BMCServiceLevelManagement/bin
  • Plugin: libomfobjiefilapi.so
  • Plugin: libarfslasetup.so

 

NOTE: Business-Rules-Engine-Suspended parameter must be “F” in the admin server and “T” in all other servers in the group.

 

 

 

BRIE dll, so and application files

 

Log into Admin AR Server and open the bin folder:

 

Windows: BMC Software\BMCServiceLevelManagement\bin

UNIX: /opt/bmc/BMCServiceLevelManagement/bin/

 

Windows:

  • arfslasetup.dll
  • arfslasetupexe.exe
  • omfobjie.exe
  • omfobjiefilapi.dll
  • slmbrsvc.exe

 

UNIX:

  • libomfobjiefilapi.so
  • libarfslasetup.so
  • omfobjie
  • slmbrsvc
  • slmbrsvc.sh

BRIE Engine Running on a Private Queue

 

This section shows how to configure BRIE Engine to run on a private queue.

 

Advantages:

 

  • Performance improvement by running BRIE server on private queue instead of through Admin queue which is default for BRIE server; running on private queue will eliminate potential for resource contention with other applications and Admin activities using Admin queue.

 

  • Configuring BRIE server to run on private queue has been used successfully to resolve conditions causing crash of BRIE server with no other change necessary.

 

  • When BRIE server is running on private queue, it is very simple to isolate BRIE server activity in ARServer logs as the private queue will be identified as RPC Client.

 

Login to Admin server and go to Applications > AR System Administration > AR System Administration Console > System > General > Server Information > Ports and Queues tab

 

Add the following queue:

 

Log into Admin AR Server and open the ar file, add the following parameter and restart ar server

 

BR-RPC-Socket: 390625  

 

Common Issues in SLM

1) Service Target stay in 'Build in Progress"

What to do when a service target is getting stuck in “Build in Progress” status?

 

 

 

 

Step 1:

Review the following parameters in the AR configuration files:

 

  1. ar.cfg
    1. Server-directory: C:\Program Files\BMC Software\ARSystem\ARServer\Db
    2. Multiple-ARSystem-Servers: T
    3. Business-Rules-Engine-Suspended: F (Business-Rules-Engine-Suspended: T means service slmbrsvc is running but suspended, thus SVT cannot be built. That’s why you need to change it to F.)

 

Example:

 

 

  1. armonitor.cfg

 

  1. "C:\Program Files\BMC Software\BMCServiceLevelManagement\bin\slmbrsvc.exe" -d "C:\Program Files\BMC Software\ARSystem" -m
  2. "C:\Program Files\BMC Software\BMCServiceLevelManagement\bin\slmcollsvc.exe" -d "C:\Program Files\BMC Software\ARSystem" -m -c

 

Verify that both files slmbrsvc.exe and slmcollsvc.exe are on their corresponding paths.

 

Example:

 

@

 

 

Step 2:

Review the arerror.log and search for entry errors with BRIE or SLMCOLLSVC.

For example:

 

BRIE : Authentication failed (Remedy Application Service)  ARERR – 623

SLMCS : Authentication failed (Remedy Application Service)  ARERR – 623

BRIE : Cannot establish a network connection to the AR System server (clm-aus-t48u6y.bmc.com : RPC: Miscellaneous tli error - System error (Socket error - 10055))  ARERR – 90

Special users (Distributed Server,Remedy Application Service,MidTier Service) : Remedy Application Service password is wrong:

 

 

The Above errors in this example can be then rectified by resetting the Application Service Password.

 

https://communities.bmc.com/docs/DOC-98209

 

 

Verifying Issues related to Milestone Notification Not being Sent.

 

1) SLM Milestone note being sent.

 

There are duplicate SLM milestone notifications being sent.

 

2) Duplicate Milestone Notification being Sent

 

There are duplicate SLM milestone notifications being sent.

 

 

Thank you for going though Blog, feel free to provide you valuable input.

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One year ago the inaugural edition of our Hot Off the Press Newsletter was published!

As we celebrate our first birthday, we cover the following topics:

Fixes available for Remedy Mid Tier security vulnerabilities

BMC Software has identified and fixed Mid Tier vulnerabilities including Remote Code Execution and Reflected Cross-site Scripting. Remedy Mid Tier 9.0, 9.1, 18.05, 18.08, 19.02, and 19.08, all versions, service packs, and patches are affected by these vulnerabilities. See our BMC Communities post for more information and access to the hot fixes.

Recent and upcoming webinars

There's still time to sign up for upcoming webinars.

 

WebinarScheduled date
Java Performance MonitoringNovember 6
Consuming REST API for IntegrationNovember 20
Live Chat in Smart ITDecember 18

 

If you don't catch the live webinar, you can view the recording. Check out some of our recently recorded webinars:

TrueSight videos

If you use TrueSight for Proactive Service Resolution, you might find these videos helpful. Check out the TrueSight Best Practices Webinar Series. The following are a few webinars from the series:

 

Subscribe to the following YouTube channels:

New education offerings

The BMC Helix Add-Ons 19.x: Fundamentals Administering instructor-led course will introduce you to the configuration and use of BMC Helix Chatbot, BMC Helix Cognitive Automation, and BMC Helix Multi-Cloud Service Management.  For more information and to register for this course see this link and for the BMC Certified Associate: Helix Add-Ons 19.x Online Exam see this link. The following new subscription options include both instructor-led and web-based training:

Remedy ITSM Solution performance resources

Looking to improve performance? Read through the following knowledge articles about Best Practice Configuration:

 

You can find performance benchmarks and tuning in the BMC Remedy ITSM Deployment documentation:

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

Support What's New (YouTube Channel links and Top KAs)

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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Hi Team,

 

I thought to create this blog because approval reminder notifications in SRM do not work only by configuring them in AP:Process Definition form likewise in change management.

 

For example, there is known issue since old version like 7604 till latest version and documented in KB: Repeat/Still Pending Approval notifications not working for SRM module

 

Another example or way to do it: How to configure SRM Manager Approval reminder notification email?

 

We are going to talk about couple of scenarios with reminder notifications in SRM like:

Scenario 1: Generate reminder notification for approval using OOTB notification tag: SRM-REQ-Approver_Notification

Scenario 2: Generate reminder notification for approval using custom notification tag and keeping original approval e-mail with OOTB message tag and message body.

(This means when first approval e-mail is generated, it will be sent using OOTB notification tag : SRM-REQ-Approver_Notification with OOTB notification body message, but when reminder notification is sent, it will be sent with different  body message via custom notification tag.)

 

Prerequisite configurations for both scenarios.

1. Should have user in CTM:People form with e-mail id specified.

 

2. Configure SRD using PDT to create sample incident or workorder or change( fulfillment request does not matter here), and specify approver in Service Request tab.

 

 

NOTE: As I have specified the Approval Type as Person which uses approval process : Service Request - Ad Hoc in the backend. So I will configure reminder notification for process Service Request - Ad Hoc in AP:Administration form and similarly we need to configure the same for other process if you have other processes configured.

 

3. Go to AP:Administration form and enable reminder notification settings and create new signatures for Still Pending and Still Pending (repeat).

AP:Process Definition : - There are three escalation tabs each for different priority. You need to add entries in all three tabs because approval priority is selected depending of request priority which can be any of three.

 

Go to AP:Administration.

Select the process : "Service Request - Ad Hoc" from menu. (It can be different in your case depending your requirement)

Go to Process tab and open the process Service Request - Ad Hoc.

It will open another tab with form name: AP:Process Definition for process Service Request - Ad Hoc

Select escalation tab one by one and configure reminder configuration as per below:

 

 

The first section is First Interval which define when first reminder approval should be sent after approval signature is generated and approval email is sent and it will use Notify On value as Still Pending in AP:Notification form.

The second section defines the interval to send second and later reminder approvals after first reminder approval is sent. It uses Still Pending (repeat) as Notify On value in AP:Notification form.

 

AP:Notification form.

You need to create new record for first Interval and repeat interval reminder notifications.

Still Pending

 

 

Still Pending (repeat)

 

 

NOTE: I have used any value in Message field in Details tab in AP:Notification form because there are some hardcoded workflows in SRM which validates Notification tag so it does not matter if you specify here OOTB notification tag or custom tag or any value.

 

Scenario 1:  Generate reminder notification for approval using OOTB notification tag: SRM-REQ-Approver_Notification

 

Now with prerequisite configurations we already have for reminder approval which is common in both the scenarios, you need to just make one change in filter qualification so that First reminder and Repeat interval reminder notifications will be generated.

 

Login to Developer studio with Administrator credentials.

Go to AR System Navigator

All Objects

Filters

Search for filter: SRM:SDS:Notify_Approvers.

Create overlay of the filter:

You need to modify the qualification as per below:

Original Qual : ('Notification List' != $NULL$) AND (('TR.Notification Command' = "New Signature") OR ('TR.Notification Command' = "Reassign"))

New Qual: ('Notification List' != $NULL$) AND (('TR.Notification Command' = "New Signature") OR ('TR.Notification Command' = "Reassign") OR ('TR.Notification Command' = "Still Pending") OR ('TR.Notification Command' = "Still Pending (repeat)"))

Save the filter.

 

Once you make this change, you will always get OOTB SRM approval emails as reminder for first interval as well as in repeat interval.

 

Scenario 2:  Generate reminder notification for approval using custom notification tag and keeping original approval as OOTB

In this scenario, we are going to introduce custom notification message for reminder notifications which will be different than original approval emails.

Also, we could use two different notification messages for first interval and repeat intervals.

 

1. Creating custom notification message tags in SYS:Notification Messages form using existing message tag : SRM-REQ-Approver_Notification.

First we will create notification message tag for First Interval.

Notification Message tag: SRM-REQ-Approver_Notification_FirstInterval

Company: - Global -

Module Name: Request Management

Support Staff Event: Yes

Notification Event: Approval

Form Name: SRM:RequestApDetailSignature

Email Subject Line: 1st Reminder for your service request approval with ID: #RequestNumber#

Email Message Body: You can use same message body as message body from tag: SRM-REQ-Approver_Notification

Email Template Name: You can use same template as OOTB or custom one.

save the record.

Similarly, create another message tag for repeat interval reminder notifications.

Notification Message tag: SRM-REQ-Approver_Notification_RepeatInterval

Company: - Global -

Module Name: Request Management

Support Staff Event: Yes

Notification Event: Approval

Form Name: SRM:RequestApDetailSignature

Email Subject Line: Repeat Reminder for your service request approval with ID: #RequestNumber#

Email Message Body: You can use same message body as message body from tag: SRM-REQ-Approver_Notification

Email Template Name: You can use same template as OOTB or custom one.

save the record.

 

2. Creating custom filter to process reminder notification using custom message body with custom notification tag.

Login to Developer studio with Administrator credentials.

Go to AR System Navigator

All Objects

Filters

 

Search for filter: SRM:SDS:Notify_Approvers and open the filter.

Go to File menu- save as with name - SRM:SDS:Notify_Approvers_FirstInterval

The new filter will be created.

Modify the run if qualification of the filter and save the filter.

Original qual : ('Notification List' != $NULL$) AND (('TR.Notification Command' = "New Signature") OR ('TR.Notification Command' = "Reassign"))

New Qual: ('Notification List' != $NULL$) AND ('TR.Notification Command' = "Still Pending")

Also, open the push field mapping in first action, change the mapping for one field.

From: z1D Action = "Notify Approver"

To: z1D Action = "Notify Approver First"

Save the filter.

Again open the filter SRM:SDS:Notify_Approvers and save as again with new name: SRM:SDS:Notify_Approvers_RepeatInterval

The new filter will be created.

Modify the run if qualification of the filter and save the filter.

Original qual : ('Notification List' != $NULL$) AND (('TR.Notification Command' = "New Signature") OR ('TR.Notification Command' = "Reassign"))

New Qual: ('Notification List' != $NULL$) AND ('TR.Notification Command' = "Still Pending (repeat)")

Also, open the push field mapping in first action, change the mapping for one field.

From: z1D Action = "Notify Approver"

To: z1D Action = "Notify Approver Repeat"

Save the filter.

Open another filter: SRM:REQ:Notify_Approver

Save it as SRM:REQ:Notify_Approver_FirstInterval and it will create new filter.

Change the qualification of the filter:

From: ('NT_ApproverNotification' = "Notify Approver") AND ('z1D NT Remedy Login ID' != $NULL$) AND ('z1D Action' = "Notify Approver")

To : ('NT_ApproverNotification' = "Notify Approver") AND ('z1D NT Remedy Login ID' != $NULL$) AND ('z1D Action' = "Notify Approver First")

 

Also in first set field action, change mapping for field z1D Notification Message Tag.

From: z1D Notification Message Tag = "SRM-REQ-Approver_Notification"

To: z1D Notification Message Tag = "SRM-REQ-Approver_Notification_FirstInterval"

Save the filter.

Open same filter again: SRM:REQ:Notify_Approver

Save it as SRM:REQ:Notify_Approver_RepeatInterval and it will create new filter.

Change the qualification of the filter:

From: ('NT_ApproverNotification' = "Notify Approver") AND ('z1D NT Remedy Login ID' != $NULL$) AND ('z1D Action' = "Notify Approver")

To : ('NT_ApproverNotification' = "Notify Approver") AND ('z1D NT Remedy Login ID' != $NULL$) AND ('z1D Action' = "Notify Approver Repeat")

 

Also in first set field action, change mapping for field z1D Notification Message Tag.

From: z1D Notification Message Tag = "SRM-REQ-Approver_Notification"

To: z1D Notification Message Tag = "SRM-REQ-Approver_Notification_RepeatInterval"

Save the filter.

 

Now, with these changes you should get separate reminder notification for first interval and different one for repeat interval and OOTB as first approval e-mail.

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BMC Software has identified and fixed Mid Tier vulnerabilities including Remote Code Execution and Reflected Cross-site Scripting.

 

Remedy Mid Tier 9.0, 9.1, 18.05, 18.08, 19.02, and 19.08, all versions, service packs, and patches are affected by these vulnerabilities.

 

No action is required for SaaS customers (Remedy OnDemand / BMC Helix ITSM).

 

For more information about these issues and the resolution, see the following links:

 

Thanks to Raphaël Arrouas and Stephane Grundschober for responsibly disclosing some of these vulnerabilities to BMC.

 

Best regards,

 

John Weigand

R&D Sr. Program Manager

BMC Software

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Welcome to the October 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:

Hot fix for BMC Digital Workplace and Smart IT security vulnerability

BMC Software has identified an unauthenticated Remote Code Execution security vulnerability CVE-2019-16755 (CVSS v3 score 10.0) in BMC Digital Workplace and Remedy with Smart IT. For further details, including affected product versions, prerequisite patch levels, and access to the fixes, see our BMC Communities post.

Recent and upcoming webinars

Keep an eye on our schedule of upcoming webinars. The following webinars are planned for October:

 

If you miss a webinar, you can always catch the recording later.

 

The 19.08 Release Features webinar covers the exciting new capabilities introduced with the 19.08 release. Learn about delivering a world-class user experience for ITSM, creating new customer value as part of BMC’s Cognitive Service Management strategy, our new REST API capabilities and many other new capabilities.

 

Check out our recent Smart Reporting webinars:

  • 19.02 Smart Reporting Overview webinar covers newly introduced capabilities. Freehand SQL in AR JDBC enables building complex reports. Assisted insight helps Smart Reporting users learn 'why.' Stories help everyone gain insights from your data.
  • Smart Reporting: Performance Best Practices webinar provides an overview of the architecture and sizing, best practice configuration setting for optimal performance including cluster configuration, and review the benefits of a replicated database architecture for performance.

Troubleshoot issues with Approval Server

We have new information to help you troubleshoot issues with Approval Server:

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

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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If you like to learn all the machine learning capabilities available today with ITSM, this is your source to see them in action.

 

 

I would appreciate your comments and feedback!

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BMC Software has identified an unauthenticated Remote Code Execution security vulnerability CVE-2019-16755 (CVSS v3 score 10.0) in BMC Digital Workplace and Remedy with Smart IT.

BMC Digital Workplace 3.x and 18.x releases, associated service packs, and patches are affected by this vulnerability. No action is required if you are using BMC Digital Workplace 19.02 or later.

Remedy with Smart IT 1.x, 2.0, 18.05, 18.08, and 19.02 releases, associated service packs, and patches are affected by this vulnerability. No action is required if you are using Remedy with Smart IT 2.0 Patch 2 or Remedy with Smart IT 19.08.

No action is required for SaaS customers. This refers to Remedy as a Service (RaaS), Helix ITSM, or BMC Helix Digital Workplace.

 

Hot fix available
A hot fix is currently available for all affected versions of BMC Digital Workplace and Remedy with Smart IT. BMC strongly recommends that customers apply this hot fix.

The hot fixes for the affected versions are available at the following links:

For version 3.3 or earlier, you must upgrade to version 3.3.02 before applying the hot fix.

For versions 1.4 or earlier, you must upgrade to version 2.0 Patch 2. Please contact BMC Support if you require a fix for versions 1.5, 1.5.01, or 1.6.

 

Upgrade required for Remedy with Smart IT?

  • Remedy with Smart IT 18.05 requires an install of Patch 5 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 18.08 requires an install of Patch 1 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 19.02 requires an install of Patch 1 prior to applying the security vulnerability hot fix.

 

Upgrade required for BMC Digital Workplace?

  • BMC Digital Workplace 3.3.02, 3.4.00, or 3.5.00 do not require any upgrade, you can directly apply the security vulnerability hot fix.
  • BMC Digital Workplace 18.02, 18.05, 18.08, or 18.11 do not require any upgrade, you can directly apply the security vulnerability hot fix.

 

Thanks to Jerome Nokin for responsibly disclosing this vulnerability.


Best regards,

John Weigand
R&D Program Manager
BMC Software

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On Aug 22, BMC announced general availability of the new Remedy ITSM 19.08 feature release with new versions of the following solutions components:

  • Remedy Platform 19.08  (incl. AR System, CMDB)
  • ITSM Applications 19.08  (incl.  Service Desk, Change Management, Knowledge Management, Asset Management, Service Request Management, Service Level Management, Virtual Chat, and Smart IT UI)
  • Smart Reporting 19.08
  • Single Sign-on 19.08

 

The software for new Remedy ITSM version 19.08 is generally available for download via EPD for on-premise use. For SaaS option, the equivalent BMC Helix ITSM 19.08 release can be requested now from BMC by our SaaS customers.

 

This set of product / component releases is complemented by releases of BMC Helix Multi-Cloud Service Management 19.08, BMC Helix Cognitive Automation 19.08, BMC Helix Chatbot 19.08, BMC Helix Business Workflows 19.08, BMC Helix Platform 19.08, and BMC Digital Workplace 19.08, which are integrated with Remedy / BMC Helix ITSM to deliver the industry's most comprehensive Cognitive Service Management capabilities.

 

As with previous feature releases, I'd like to share information about some of the key enhancements of the 19.08 feature release with you and give a bit of context about these enhancements. It is not meant to be a 100% comprehensive list or 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 doc pages which provide additional detail. For a complete overview of all enhancements delivered in version 19.08, please review the Remedy ITSM 19.08 Release Notes page. I also recommend that you review the recording of the  Connect with BMC Helix ITSM and Remedy - 19.08 Feature Release Webinar  from September 18, 2019, to get further insights into the new capabilities of the Remedy 19.08 feature release. The webinar included a live demo of many of the new features mentioned here.

 

 

Key Release Themes of 19.08 Feature Release

With this 19.08 release cycle for Remedy / Helix ITSM, BMC is introducing a number of major new User Experience enhancements for various personas, reflecting our continued commitment (and investment) to deliver the industry's best UX for IT Service Management. More and more, cognitive technologies play a part in delivering a great user experience, and we continue to build out cognitive use cases in each release. The UX enhancements are mostly part of Smart IT and the new CMDB UI, but we also introduce a new channel of interaction via MS Teams, and we made some minor improvements in the mid-tier UI.

 

With version 19.08, BMC is also introducing a number of new operations and administration focused enhancements that help lower the cost of operations of the ITSM environments. For the first time in quite a while, we are adding support for an additional DB platform - PostgreSQL and Amazon Aurora.

 

 

ITSM User Experience Enhancements

With version 19.08, BMC is introducing a number of new workspaces in Smart IT and CMDB UI. These "big rocks" have been in work for a while and transition some of the user interactions that were previously only covered in the legacy UI over to the new user experience.

 

ITSM Change Calendar

Having a new ITSM calendar available in the Smart IT user experience was one of the highest voted ideas in the Remedy ITSM community. With version 19.08, we have finally been able to deliver this.  The process to develop a new calendar started quite a while ago, with extensive period of user research. We wanted to make sure we understand the challenges that users see with the legacy calendar in the mid-tier ITSM UI, and address many of those challenges. The new ITSM calendar is seamlessly embedded within the Smart IT user experience, and delivers monthly, weekly, daily view of scheduled change requests, releases, business events and outages. In addition, there's also a list view, which is helpful, if you have to review a long list of change request. Easy filtering options (e.g. by risk or status) allow users to reduced the amount of information visible on one screen. For each change request or release, users can see a high-level summary of the corresponding ITSM object, but they can also drill down into the standard Smart IT profile view for change requests and releases.

ITSM Calendar.png

 

Live Chat Workspace

The new live chat workspace in Smart IT is delivering a new user experience for Service Desk agents and other users who are responding to customers' live chat requests. Even with a powerful chatbot solution like BMC Helix Chatbot, live chat capabilities are very important, because chatbots usually do not cover all situations in which a customer may want to engage with the Service Desk, and thus users need to have an option to transition over from a chatbot interaction to a live chat interaction. The design of the new Live Chat workspace picks up many of the design ideas from Smart Recorder. For example, as a SD agent chats with the customer, they see the same 360-degree customer info and they also see contextual information like outages or knowledge articles. Unlike previous versions, it is now also possible to create work orders from live chat interactions, not just incidents, and it is possible to use existing ITSM application templates. By the way, the new live chat interaction - though it shows as fully integrated within the Smart IT UI - is built as re-usable widget, as we plan to offer the same live chat user experience to BMC Helix Business Workflow customers who want to setup a live chat option for HR, Facilities or other non-IT Service Desk interactions.

Live Chat.png

New Class Manager UI

The most significant enhancement for the new CMDB UI is the new Class Manager. It allows configuration managers and CMDB administrators to browser the hierarchy of classes in the common data model, to view details of the classes and attributes, and to expand the model by adding additional classes and attributes. New new user experience makes it super easy to understand, which attributes of a class are inherited and which ones are defined as part of a specific class. The new class manager UI also is an easy way to review the minor changes in the common data model (CDM) that BMC has made to reflect industry trends in technology.

CMDB class manager.png

 

Cognitive-support collaboration for IT users in MS Teams

BMC has been talking about omni-channel support options for customers for quite a while, and we offer now a long list of channels for interactions with the Service Desk. With the 19.08 release, we are now expanding the omni-channel UX strategy also to IT users. IT users like Service Desk agents can now interact with the Remedy ITSM system from within MS Teams. The idea is similar like ChatOps, where users can trigger operations actions (e.g. a server restart or deploying a new build of the SW) from within a collaboration tool - without having to switch over to a different UI. The same is possible now for ITSM actions - e.g. to update an incident or to review a knowledge article. This is specifically helpful for collaboration scenarios that involved IT users who are usually not logging into the ITSM UI, e.g. developers or technology specialists. The triggering of ITSM actions is supported by BMC Helix Chatbot, which allows to triggers such action not only via formal command, but also via natural language. This is one of the first use cases for the BMC Helix Chatbot outside of customer support. More to come in this area.

Chatops.png

 

 

These are just the top 4 user experience enhancements of the 19.08 release. Other UX enhancement worthwhile to mention are:

 

 

Lower Cost of Operations and Administration

The second major theme of the 19.08 release is our focus on helping customers reduce operations and administration costs. Whenever we talk about operations costs, it's a good opportunity to remind everyone about our BMC Helix ITSM offering, which enables our customers to leverage the full power of our market-leading ITSM solution without the costs for infrastructure, security processes, operations (archiving, maintenance, ...) and most importantly for upgrades. Still, we know that many of our customers use ITSM via the on-premise SW deployment option, and BMC continues to invest into improvements to operate such on-premise deployment efficiently.

 

 

Low-cost Database Options (PostgreSQL and Amazon Aurora)

For the first time in quite a while, BMC is introducing a new database option for on-premise deployments - with PostgreSQL and Amazon Aurora (for deployments in AWS). Running the Remedy platform and the ITSM solution with such a database will help save DB licensing costs for customers.

 

Outbound REST API Consumption

While it has been possible in earlier versions to invoke external REST APIs from within Remedy workflow, this capability has now been made a lot easier by fully supporting it as part of core product. Developers can now define within Remedy DevStudio when and how to call an external REST API, and how to use the results. Information from the Remedy system can be passed into the workflow and the results can be used in subsequent workflow activity.

 

Smart Reporting - Real-time User Sync

With the 19.08 release it is now possible to synchronize the Remedy user records in real-time with the Smart Reporting system. This ensures that new users can immediately work with Smart Reporting.

 

These are just some of the operations / administration-focused enhancements in the 19.08 release. Other platform-focused enhancement worthwhile to mention are:

 

 

Other Noteworthy Enhancements

Version 19.08 introduces a few other noteworthy enhancements that i want to mention here:

  • BMC continues to build out its cognitive capabilities for the ITSM suite. In the 19.08 release, we expand beyond Service Desk centric use cases (auto-categorization, inbound email analysis) - which have been our focus so far - towards other ITSM processes. In version 19.08, you can use the BMC Helix Cognitive Automation microservice to automatically get cognitive recommendation for risk levels of new change requests and for potential root causes of new problem investigations.

risk recommendation.png

  • Expanded Use Case List for BMC Helix Multi-Cloud Service Management: with the 19.08 release it is now possible to integrate with Microsoft Azure Alerts to auto-generate incidents from specific alerts - as defined in the Alerts policies. This ITOM integration is a new use cases, expanding the existing list of use cases like Ticket Brokering, DevOps, and Ticket Consolidation.

Screen Shot 2019-09-22 at 3.38.08 PM.png

 

 

Summary

 

As you can see, BMC has introduced a number of enhancements as part of the 19.08 release. It shows our continued focus on the ITSM suite as flagship product of BMC and a continuous investment into the solution to maintain our ITSM market leadership. This market leadership was just recently confirmed by Gartner in the 2019 ITSM Magic Quadrant report, and in the corresponding Gartner ITSM Critical Capabilities 2019 report, where Remedy ITSM / Helix ITSM had a clear #1 position for Advanced-Maturity I&O and Digital Workplace use cases.

 

I'd like to use this opportunity to thank the entire BMC product team 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 CMDB - are the most active spaces in the BMC Communities, delivering immense value to the entire Remedy customer base and to BMC. Your contributions help to make this such a great place to hang out. Please note that BMC recently introduced a new community space BMC Helix, which focuses specifically on our Service Management solutions delivered as a Service (SaaS).

 

Special thanks also to the community members who have contributed ideas that we have implemented in this 19.08 release cycle. Looking forward to continue working with you on making sure that Remedy remains the leading ITSM solution and platform in the market.

 

And last but not least, if you like what we are doing, please send us positive feedback via the new in-app survey mechanism.

 

Peter Adams

Sr. Director, Product Management

Remedy

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I'm looking forward to the inaugural BMC Helix Immersion Days 2019 event and the opportunity to engage with our customers and partners about the latest service management innovations delivered by BMC. Join us at this event to get insights from the leaders of BMC's service management product organization.

 

I'm going to deliver two sessions at the event. Each session is repeated on the second day, in case there is a conflict with other parallel sessions:

 

BMC Helix ITSM / Remedy ITSM: What's New and What's coming

Join the ITSM product management team for an overview of key enhancements delivered in the last two releases of the ITSM Suite. This includes information about improvements in the ITSM user experience (Smart IT), about extensions to core ITSM capabilities, and about improvements in the Remedy platform to reduce cost of operations and to simplify administration & integration. In the second part of the session we'll provide an update about BMC's strategy & roadmap for ITSM, incl. a preview into the exciting new capabilities that are planned for the future.

 

Adapting IT Service Management for the DevOps era: Swarming, ChatOps, and other new ways of thinking and working in IT

ITIL 4 is introducing a number of new practices for ITSM, which originate in the DevOps / Agile / Lean IT community. Doing ITSM in the DevOps era is more than just integrating ITSM tools with Agile SW Development tools - new concepts like collaboration, team autonomy, or reducing 'work in progress' can also be applied to ITSM activity, resulting in new practices like Swarming or DevOps. Join this session to learn more about these latest ITIL 4 practices and how to implement them in BMC Helix ITSM and Remedy ITSM.

 

Full Event Schedule: https://whova.com/web/bhid_201909/

 

going to Immersion-Days.jpg

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Welcome to the September 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 Immersion Days

Join us and discover how cognitive service management is imperative for your service management strategy. Sessions will include customer case studies and hands-on solution labs. You’ll gain a clear understanding of key service management issues and shared experiences from the industry professionals who have been there. Register Today!

Remedy and Helix 19.08 releases are now available!

The BMC Helix and Remedy 19.08 releases deliver exceptional new features and enhancements. With the Smart IT in-app self-help, you can start guided assistance, access links to help topics, and watch videos relevant to where you are in the product and the work you are doing.  Also in  in Remedy IT Service Management 19.08, the new ITSM calendar in Smart IT gives you an overview of changes and other events.

Calendar.jpg

In BMC Digital Workplace 19.08, Service provider mode allows service providers to manage multiple customers. In BMC Helix Chatbot 19.08, artificial intelligence enhancements  provide cognitive routing of chats and cognitive summarization capabilities. BMC Helix Platform and BMC Helix Integration Service 19.08 now provide the ability to create a content package to apply customizations and transform data types. And BMC Helix Business Workflows 19.08 now allows a user to view and add related cases and people from within a case.

For a live update on the many features in the ITSM 19.08 release, join the product management team at the ITSM 19.08 Feature Release Webinar on Wednesday, September 18, at 10 AM CDT.

New offerings for Helix Premier Success

BMC Helix Premier Success provides BMC Helix customers with a multi-tiered, customized level of technical support. This personalized level of service comes with a solid focus on providing the right level of guidance to help find issues before they occur, as well as helping customers maximize the value they receive from BMC Helix. See the  Datasheet  for more details about this service.

Catch up on recent webinars and how-to videos

Smart Reporting is always a popular topic. Check out our latest webinars:

Pick up performance advice for your Remedy ITSM solution from our recent webinars:

Don't have time for a webinar? Our How-to Videos playlist includes over 90 videos, most of them less than 5 minutes long.

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

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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20/20 DevOps for Multi-Cloud with BMC Helix Multi-Cloud Service Management 1908!!!

 

2020 is just around the corner but you do not need to wait for 20/20 capabilities because we are shipping them now with BMC Helix Multi-Cloud Service Management 1908.

 

The development teams and IT operations teams of most organizations use different tools to manage and track their efforts. This disparity in tools presents a challenge to implementing DevOps practices across an organization. BMC Helix Multi-Cloud Service Management aims at addressing the challenge of integrating tools used by the IT operations teams and those used by development teams.

 

When organizations utilize services from multiple vendors, managing incidents across multiple ticket management systems presents a challenge to effective service management. BCM Helix Multi-Cloud Service Management facilitates efficient service management by integrating Remedy IT Service Management (ITSM) with cloud service providers (for example AWS, Salesforce etc.).

There is plenty to brag about in the release, but I would like to highlight-

 

  • Pre-built integration between Microsoft Azure Monitor and BMC Helix ITSM
  • Collaborate between Remedy ITSM and Azure DevOps work item
  • Share attachments with Jira Service Desk

 

 

 

Need more information on BMC Helix Multi-Cloud Service Management?

Product page on BMC.com: Multi-Cloud Service Management - BMC Software

Product Documentation: https://docs.bmc.com/docs/multicloud

Please feel free to reach out if you have any additional questions.

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BMC Software announces the 19.08 release of Remedy IT Service Management Suite.

 

The 19.08 release delivers some exciting new capabilities for Remedy that include an ITSM calendar, a workspace to support customers via chat (Live Chat), and embedded self-help to navigate the UI using guided walkthroughs. As IT users, you can use Microsoft Teams for a ChatOps-type collaboration between agents. CMDB provides an enhanced Class Manager and CMDB Explorer from where you can navigate and understand the CIs. You can use the enhanced version of Remedy Smart Reporting to automatically share common content across multiple tenants. You can also optimize row-level security performance, use a new option to consume external REST APIs in the Remedy AR System platform, and benefit from the enhancements related to launchpad in Remedy Single Sign-On. In addition, the 19.08 release continues to improve on Remedy product quality and performance.

 

Smart IT 19.08 highlights

 

Ability to use Microsoft Teams for ChatOps-type collaboration between agents
You can use ChatOps to interact with other agents and experts, provide assistive behavior, and respond to commands and natural language requests. This enables you to get more information about the ticket and perform actions without having to switch context from the chat channel. This ensures more efficient issue handling and acts as an ideal platform for new ways of working such as Intelligent Swarming.

 

Introducing ITSM calendar
You can use the ITSM calendar to get an overview of the change and release tickets, business events, and outages.

 

Introducing Live Chat workspace
As support agents, you can use Live Chat to chat with self-service users to resolve issues, and create incidents and work orders directly from the chat. Live Chat enables you to escalate the user's issues to support agents seamlessly.

 

Introducing self-help
You can use embedded self-help with guided assistance to navigate the product and to actively complete tasks. From the self-help pane, you can start guided assistance, link to help topics, and watch videos relevant to where you are in the product and the work you are doing.

 

 

Remedy ITSM Applications 19.08 highlights

Integrate custom Asset CI classes with the inventory without customization
You can easily integrate custom classes with the inventory information of a CI by automatically setting the location information of any CI.

Remedy AR System 19.08 highlights

Ability to call the third-party REST APIs in a Remedy application
As a developer, you can call third-party REST API or external REST API and Remedy-hosted REST API by using Remedy Developer Studio.

Support for the single sign-on option for Remedy Developer Studio
As a Remedy system administrator, you can enable Remedy Single Sign-On for a developer who logs in to the Remedy AR System server through Remedy Developer Studio.

Performance improvement by using Subquery algorithm
You can use the Subquery algorithm on a form to fetch results faster from the RLS-enabled fields.

Support for Exchange Web Service in Remedy Email Engine
You can choose a new protocol called Exchange Web Service (EWS) as the email server type while configuring your mailbox.

Remedy Smart Reporting 19.08 highlights

Real-time synchronization of Remedy Smart Reporting users
Whenever any user is added, updated, or deleted in Remedy AR System, that user record is automatically synchronized in real-time in Remedy Smart Reporting by the User Sync utility.

Ability to automatically share common content across multiple tenants
For multi-company onboarding, as a Remedy Smart Reporting administrator, you can import the out-of-the-box content and the customized public reports and dashboards across multiple tenants automatically, through a scheduled escalation, instead of manually importing the content individually for each tenant.

CMDB 19.08 highlights

Streamlined and enhanced Class Manager
You can use the streamlined and enhanced Class Manager to navigate and implement changes to the Common Data Model.

Impact simulations native in CMDB Explorer
You can use the CMDB Explorer as your one place to navigate and understand the CIs, as the functionality of the Atrium Impact Simulator is now natively a part of the CMDB Explorer.

Create end-to-end Atrium Integrator jobs natively in the Configuration Manager Dashboard UI
You can create end-to-end jobs and manage data stores in the Configuration Manager Dashboard UI.

Remedy Single Sign-On 19.08 highlights

OAuth 2 support for native clients
OAuth 2.0 authorization framework for third-party applications supports OAuth 2.0 for all types of native applications.

Enhancements to the launchpad functionality
You can display any application on the Digital Service Management page. Additionally, you can use the search and filtering options that have been implemented on the LaunchPad page in the Remedy SSO Admin Console.

System accessibility
Section 508 has been implemented for the Remedy SSO end-user facing pages, such as the Login page, Change passwords page, and so on.

BMC Helix Multi-Cloud Service Management 19.08 highlights

Pre-built integration between Microsoft Azure Monitor and Remedy IT Service Management incidents
As a Multi-Cloud tenant administrator, you can enable the pre-built integration to create incidents in Remedy IT Service Management based on alerts such as metric alerts, activity log alerts, and so on in Microsoft Azure.

Ability to share activity notes for the Remedy IT Service Management incidents
As an agent working in Remedy IT Service Management, whenever you add activity notes to an incident, the corresponding Azure DevOps work item gets updated with the activity notes and the author information.

Support for custom field types in JIRA
You can map custom fields created in JIRA, JIRA Service Desk, and Azure DevOps to the fields in Remedy IT Service Management.

Support for sharing attachments with JIRA Service Desk
As an agent working in Remedy IT Service Management, you can share attachments associated with an activity note of an incident with JIRA Service Desk.

Enhanced dynamic risk calculation
In risk management configurations, you can update the risk value and weightage of a CI from CMDB to calculate the risk level of a change request.

Downloading and installing version 19.08 of Remedy IT Service Management

This feature release is available for download from the BMC Electronic Product Distribution (EPD) site.

This 19.08 release continues to use deployment packages for the upgrade of Service Request Management, Service Level Management, and the other Remedy IT Service Management applications from version 18.05, 18.08, or 19.02. The use of deployment packages makes the Remedy IT Service Management applications upgrade process faster. If you are upgrading to version 19.08 from earlier versions (for example, version 9.1), you must use the upgrade installers to upgrade to version 18.05 and then apply the deployment package. The upgrades of Remedy AR System, CMDB, Smart IT, and Remedy Single Sign-On continue to be done via installers, directly to version 19.08. For more information, see Remedy Deployment.

Learning more about version 19.08 of Remedy IT Service Management

The Remedy 19.08 release includes many more additional product enhancements and fixes. For detailed information about the enhancements in this release and the list of issues that have been corrected, see the release notes for each component.

 

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 cloud of choice (BMC Cloud, AWS, and soon Microsoft Azure) for the SaaS service delivery. For more information about BMC Helix, see https://www.bmc.com/helix.

Best regards,

 

Peter Adams
Sr. Director, Product Management
BMC Software

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