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Having recently installed an 18.08 system, it was noticed that the Chat icon was not present (missing) although the integration to "openfire" was done during the installation of SmartIT.

I could see the services for SmartIT and openfire running correctly, and there were no errors in the associated application logs that were pointing to anything wrong with the installation.

 

Relying on past experience here, there a a number of Knowledge Articles available that point to use of uppercase characters in the configuration for the server names that have in the past caused issues with the Virtual Chat (openfire) and Remedy/SmartIT integrations.

These Knowledge Articles point to configuration settings within openfire and local configuration file settings - however with the latest versions of Remedy, the configuration files are no longer present so how do I validate that my settings are correct and where are they now?

 

This is where the value of the Communities and the associated Blog posts come to power.

As of version 18.05, BMC included OOB a "Centralized" Configuration Console for the Server Group further centralising the configurations and extending on the previous consoles:

 

Connect with Remedy - Using the Server Group Dashboard Webinar - Recorded Session

Centralized configuration - Documentation for Remedy with Smart IT 18.08 - BMC Documentation

Disabling Openfire chat - Documentation for Remedy with Smart IT 18.08 - BMC Documentation

 

As the BMC Documentation (Wiki) refers to this in the "Disabling Openfire chat", then this is a good place to start with looking at the settings (power of deduction in play here).

 

Before I headed over to the Centralized Configuration (AR System Server Group Console), I first need to check that the "openfire" settings for the "xmpp.domain" value align with what the previous Knowledge Articles refer to - which is to have the Server names in "lowercase" across the configurations.

Why you may ask, well this is due to programming languages primarily being "case sensitive" although applications may not be - it depends on the application and how the developers have handled the case sensitivity.

 

So, step 1 is to validate my openfire settings.

 

The openfire console can be accessed from the local port (default 7001) [Example: http://bmcdwpsmartit.mps.com:7001/ ].

I headed to the Server > System Properties section and updated the value for the "xmpp.domain" to the lowercase equivalent. [Note: my Server names by default entered in Uppercase as this is how they are configured in Windows and my domain controller]

 

 

With step 1 completed, I headed on over to the AR System Server Group Console to complete step 2:

 

 

As I am looking for the configuration mentioned in the BMC Documentation, I selected the "Server Group Configuration" option in the left hand menu.  For the "Work On Component Type", as I am looking at the SmartIT options, I select the "com.bmc.arsys.smartit" object from the list and click "Load Settings":

 

 

I am now presented with all the settings associated with SmartIT.  To help narrow down the options, I use the function to reduce the list to what I am looking for by using the "Find Setting Matching" = chat .  This presents a more workable list of options:

 

 

I can see that the following settings for chat have uppercase characters for the Server name:

 

  • chat.server.boshURL
  • chat.server.cm.host
  • chat.server.domain

 

** Before I make any setting changes, I create a backup of the settings using the "Backup Configuration" button.**

 

I select these option for editing by clicking the "Add To Update Settings" button.

Individually selecting each row, I update the setting by placing the new value into the "Update Selected Rows With Value" box and clicking the "Update" button.

Once I have validated the settings to be correct, I click the "Save All Rows" button to commit my changes.

Looking at the settings, I can see that my values are now inline with what I am expecting - lowercase characters for the Server names.

 

 

Now that my configurations for both openfire and SmartIT look correct, I restart both Services and navigate back to the SmartIT Console.

 

Success - I can now see my chat icon being present and my user icon now being green.

 

I can start a chat and don't receive the dreaded "spinning wheel icon" in the chat window.

Note:  If you do experience the "spinning wheel icon" in the chat window, this is usually an indication that your openfire settings are correct, but the Remedy settings need to be adjusted.

 

 

With a centralised configuration, I no longer need to hunt down individual configuration files to update - a great new feature now included OOB that appears to have spawned from the following document by Douglas Reif

 

Remedy Server Group Administration Console for 9.1.04 (unsupported)

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Please join Bob as he presents on Remedy AR System Licensing Overview during the May 2019 webinar.

 

In this session he will cover what types of licenses are available in the AR System, how licenses are consumed (and released), how to observe and track license usage, as well as more advanced topics like Server Group and AR client behavior as they relate to licensing.

 

Robert Poulos is a Lead Product Developer

 

Event Registration Details

 

Date: Wednesday, May 22, 2019

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

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=e39dadf48b82743d686131b5eacb7f492

Registration Password: helix

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery / ADDM  Digital Workplace / MyIT

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BMC Helix Multi-Cloud Service Management 1902 is live NOW!!!

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.

 

Screen Shot 2019-03-07 at 6.17.33 PM.png

 

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.).

 

Screen Shot 2019-03-07 at 6.41.22 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

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

Gregory Kiyoi

Support What's New

Posted by Gregory Kiyoi Moderator Mar 6, 2019
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Self Service Resources Available 24 hours a day

Remedy and Discovery YouTube Channel Subscribe Now

Learn something new today and check out the latest videos and recorded webinars.

 

Support Product Pages

You can find information about documentation, support lifecycle dates, knowledge base articles, community forums, youtube videos and other resources all in one place.

 

Hot Off the Press Newsletter

 

Connect with Remedy Webinar Series Information

 

Top viewed knowledge articles

Run into an issue, and trying to self-solve? We might have a knowledge article (KA) for that. Check out these new communities posts to see the top viewed KAs for the last quarter:

These posts will be updated regularly to help you find top trending KAs.

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March brings us new releases, new classes, new videos and much more. Read on!

This month, we cover the following topics:

19.02 releases are now available

The 19.02 releases of Remedy ITSM Suite, BMC Digital Workplace, BMC Helix Platform, BMC Helix Business Workflow and BMC Helix Integration Service are now available! If you did not receive the proactive notification emails last week and want to receive these notifications in the future, go to the BMC Support website, login, select  My Support > Product Alerts (Proactive Notifications), and enroll. Please join the Remedy product management team in March’s Connect with Remedy Webinar to hear about what's new in Remedy 19.02. Click here to register for the webinar.

Smart IT 18.05 and 18.08 performance fixes

To prevent and address Smart IT performance problems on versions 18.05 and 18.08, follow the steps and apply the fixes as explained in Knowledge Article KA 000163544 (Spanish version KA 000163593).  In addition, we highly recommend that any customers currently on Smart IT 18.08, also apply patch 1, which was released in NovemberFor more information about patch 1, click here.

Latest Remedy hot fixes

We created a knowledge article that provides FTP locations for the latest Remedy product line cumulative hot fixes. To download the latest hot fixes, please refer to KA#000164912 (you must be logged into Support Central to view the KA).

Latest education offerings

BMC Education offers web-based training (WBT) and instructor-led courses. The following are some of the latest education offerings:

Remedy with Smart IT 1.4 now in Limited Support

Remedy with Smart IT version 1.4 is now in Limited Support. To review what Limited Support means, see https://www.bmc.com/support/resources/bmc-product-support-policy.html.BMC recommends that customers move to a fully supported version. Our latest release, 19.02, is fully supported for 3 years. Version 19.02 includes the following enhancements:

  • The Smart IT chat function supports swarming by providing a new set of functions to facilitate this collaborative approach to ticket resolution. The new command line option within the Chat UI enables you to get more information about the ticket and to get suggestions that might help to resolve an issue.
  • You can now copy change requests, so that you can easily create new change requests that are similar to the already existing change requests.
  • Users with only the knowledge viewer permissions to access the Knowledge Console.
  • Smart IT now provides more information about Status Reason changes in the Activity notes.
  • And more – For the complete list, click here.

Blog posts about BMC Digital Workplace

The Digital Workplace Support team recently wrote some great new blog posts about Digital Workplace Catalog.  Digital Workplace Catalog allows you to design your workflow to determine what happens  when you submit a service request. It integrates seamlessly with Remedy IT Service Management through its built-in connectors, and with Integration Service you are able to connect to a range of other systems. But what if the system you want to connect to is simply not available or if you need to extend the functionality beyond the Digital Workplace Catalog core components? That’s where Remote Server Integration comes in. These two blog articles will help you to get started: how to set up the server, define the interface, and even more importantly, these articles explain you how to get the most out of the Remote Server Integration:

Check out these other new useful blog posts, too:

Latest videos

Have you subscribed to the Remedy and Discovery YouTube channel? If not, you might have missed some of our latest videos:

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

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Please join Vlad for an introduction to Hierarchical Groups and Best Practices during the April 2019 Connect with Remedy webinar.

 

In this session he will cover an introduction to Hierarchical Groups (HG), configuration, and troubleshooting. You will learn about what is HG, when to use it, and best practices for configuration of the permission model.  Also troubleshooting of common issues and how to resolve will be covered.

 

Vladimir Katsman is a Lead Product Developer

 

Event Registration Details

 

Date: Wednesday, April 24, 2019

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

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=efbace228300a84ec21f0fb60733103ff

Registration Password: helix

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery / ADDM  Digital Workplace / MyIT

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In this recorded webinar Cameron and Juliet will review the available self-solve resources that are available.  These resources are available 24x7 and allow for you to self-solve questions, issues, and expand your product knowledge as well.

 

Juliet Hughes is a Senior Manager, Technical Support

Cameron McConnell is a Senior Manager, Technical Support

 

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

 

 

 

Presentation References

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

BMC Communities

 

BMC Documentation

 

BMC Support

 

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

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

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Overview

BMC Helix Multi-Cloud Service Management is an exciting, new SaaS product from BMC. One of the biggest issues for IT organizations today is how to allow their development teams to work in an agile development process, using the DevOps tools such as Jira Software, Azure DevOps, and CA Agile Central (formerly: Rally) that make them productive, while still having IT governance over the work that is happening.

 

BMC Helix Multi-Cloud Service Management provides the ability to tightly integrate ITSM processes with those key DevOps processes, allowing for visibility and collaboration from either side, all in a cloud-delivered solution!

 

How BMC IT Succeeded with Multi-Cloud Service Management

BMC IT had a real problem on their hands. They needed an easy way to effectively collaborate between the service desk and developers. Developers improve the products based on reported incidents and also fix defects. BMC IT uses Remedy ITSM for their Service Desk processes and uses CA Agile Central to track user stories and defects for their development teams. Before BMC Helix Multi-Cloud Service Management, the transfer of information was tedious and error prone.  Reports needed to be run to identify the records that should be sent to Agile Central for the development team to work on, and then the records needed to be manually entered into the system.   Collaboration between the developers and the service desk was not easy and was being done in an ad hoc manner via email. BMC IT needed a solution, so they decided to evaluate the capabilities of BMC Helix Multi-Cloud Service Management.

 

BMC Helix Multi-Cloud Service Management provides some key capabilities that the BMC IT team was looking for to solve their problems.   BMC IT needed a solution that would provide the following capabilities without the need to code:

 

  • Out of the box integration with Agile Central that just works.

  • Automated transfer of incidents based on configuration policies (rules).
  • Tight User Interface integration with Smart IT to show details about the Agile Central issue.

  • Ability for bi-directional collaboration and to track responses in the system for auditability.

  • Dynamically create different types of issues in Agile Central based on data in Remedy ITSM, which would be stored in custom ITSM fields.

  • Dynamically select the appropriate Agile Central project based on the business service stored in Remedy ITSM on the incident.

  • Ability to view changes in Agile Central that are coming from Remedy ITSM and converted into the actual values used in CA Agile Central.

 

How does BMC Helix Multi-Cloud Service Management solve these key requirements from BMC IT? Let's take a look!

 

Tight integration with Smart IT for Service Desk agents

BMC Helix Multi-Cloud Service Management provides BMC IT service desk agents with the ability to see data from Agile Central within Smart IT.  Smart IT includes a section of the screen that displays the details from CA Agile Central.  The contents of the section are completely configurable and can include both out of the box fields and custom CA Agile Central fields.  BMC IT make use of this capability to allow their service desk agents to view the details of what the development team is doing, without having to go into Agile Central.

 

Bi-directional collaboration

BMC Helix Multi-Cloud Service Management makes it easy for BMC IT service desk agents to collaborate with developers.  Service desk agents can identify if an activity note should be shared with the developer working in Agile Central and vice versa.   Shared activity notes provide history and auditability on the discussions that are no longer lost in emails.   

 

Dynamic data transfer without coding

The other capability that BMC IT needed was for the transfer of data be dynamic, based on information provided in Remedy ITSM.   In some cases, the incident in Remedy ITSM needed to be sent to Agile Central as a user story. In other cases, the incident needed to be treated as a defect. BMC IT already had fields in Remedy ITSM where they were tracking this information.   BMC Helix Multi-Cloud Service Management was able to use these custom fields, without any need to change code. BMC IT built mappings in BMC Helix Multi-Cloud Service Management that would appropriately create either user stories or defects in Agile Central based on the data on the Remedy ITSM ticket.  Configuring the flows to do this was completed in just a few minutes, as the configuration UI was all point and click.    

 

BMC Helix Multi-Cloud Service Management also provided BMC IT with an easy point-and-click mechanism to select the appropriate project in CA Agile Central based on the business service selected.   This, again, was completed in minutes without any need for coding.

 

Visibility in Agile Central to Remedy ITSM tickets

BMC IT needed a way for their developers to see Remedy ITSM ticket updates while they work in CA Agile Central.  BMC Helix Multi-Cloud Service Management automatically identifies updated tickets, identifies the fields that were sent to Agile Central and creates an activity log in CA Agile Central whenever data in Remedy ITSM changes that the developer should know about.   BMC Helix Multi-Cloud Service Management even transforms the value from the Remedy ITSM value to the CA Agile Central value, if needed.   (e.g. ITSM Priority High can be mapped to be displayed in Agile Central as Critical).

 

Conclusion

BMC Helix Multi-Cloud Service Management has been very successful making BMC IT’s service desk agents and developers much more productive, and has improved the amount of collaboration and tracking. 

 

According to BMC IT Senior Manager Srinivas Koka:

 

Before BMC Helix Multi-Cloud Service Management, BMC IT was using a proprietary, complex workflow automation tool for the integration, if any error happens, we had to wait for the Workflow Admin to debug the issue. This manual process was very inefficient and a time consuming process."

 

We would like to hear more from the community on how you are solving or trying to solve the business problem of integrating  DevOps and ITSM Processes.  Please comment below.  Thank you for your time!

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To kick off 2019, we have combined the January and February newsletters. We have a lot to share with you in this edition, so read on for the latest news and updates!

This month, we cover the following topics:

  • AR System security vulnerability on Linux servers
  • Mid Tier 18.08 Patch 1 and AR System 9.1.04 server
  • Oracle licensing changes for Java
  • Google Cloud Messaging deprecated
  • Recent Remedy webinars
  • Top viewed knowledge articles
  • Remedy versions now and soon in Limited Support
  • Additional resources

AR System security vulnerability on Linux servers

BMC Software has identified a security vulnerability (CVE-2018-19647) that could allow a remote, unauthenticated attacker to gain arbitrary code execution as the system user. Only AR System on Linux servers are vulnerable to this issue, and the exposure is limited to scenarios where an attacker is on the same network as Remedy AR System. See our AR System Community blog post for detailed information and access to the fix.

Mid Tier 18.08 Patch 1 and AR System 9.1.04 server backward compatibility issue

There is a known compatibility issue with using Mid Tier 18.08 Patch 1 to connect with a 9.1.04 AR System Server.  The Mid Tier patch will not deploy and will generate ERROR 9713 and ERROR 306 errors.  This issue does not affect 18.05 or later AR Server environments.  To resolve this issue, you must apply a hotfix to your 9.1.04 AR Server prior to deploying the 18.08 Patch 001 Mid Tier package.  For further information about this issue and the hotfix, see KA 000160561.

Oracle licensing changes for Java

Oracle announced a major change to their licensing policy and release cadence for Java SE (Standard Edition including both JDK and JRE). See our Knowledge Articles to understand what this means for Remedy and Digital Workplace.

Google Cloud Messaging deprecated

As of April 10, 2018, Google deprecated Google cloud messaging (GCM) and the service will be completely shut down by April 11, 2019.  Firebase Cloud Messaging is their replacement for GCM. Digital Workplace and Smart IT use GCM for Android push notifications. Hotfixes will be made available for Digital Workplace 18.02 and above and for Smart IT 2.0 and above to support Firebase and keep the notification functionality intact. The fix will be included in the upcoming 19.02 release. You can read more info about GCM deprecation here: https://developers.google.com/cloud-messaging/faq.

Recent Remedy webinars

Over the past few months, Remedy webinars focused on troubleshooting and how to proactively understand performance of your server group environment.  Missed the webinar? You can watch the following webinar recordings:

For more information on the webinar series and other past webinars, please see Connect with Remedy Webinar Series.

Top viewed knowledge articles

Run into an issue, and trying to self-solve? We might have a knowledge article (KA) for that. Check out these new communities posts to see the top viewed KAs for the last quarter:

These posts will be updated regularly to help you find top trending KAs.

Remedy versions now and soon in Limited Support

Remedy versions 9.1.00 through 9.1.02 are now in Limited Support. Smart IT version 1.4 will go into Limited Support on February 26. To review what Limited Support means, see https://www.bmc.com/support/resources/bmc-product-support-policy.html.

BMC recommends that customers move to a fully supported version. Our latest release, 18.08, is fully supported for almost 3 years. Version 18.08 introduced a rich set of valuable features and new options for Cognitive Service Management. For a summary of the enhancement delivered by BMC in recent Remedy releases, see https://communities.bmc.com/docs/DOC-110514. As you can see in the summary,  we made many improvements to the upgrade process (specifically for the Remedy platform). An upgrade to the latest release (18.08) from Remedy versions 9.1.00 through 9.1.02 will be easier than previous upgrades. Note that Remedy 18.08 is not a new major release. It is a feature release based on the Remedy 9.1 code line. There are no major technology changes.

As a reminder, you can always review the end of support dates at http://www.bmc.com/support under A-Z Supported Products. From this list, you can search for the product. For example, for Remedy ITSM Suite, this information is published at https://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=158016.

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

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Please join the Remedy product management team to get an update on the Remedy 19.02 Feature Release in March’s Connect with Remedy webinar.

 

In this session we will cover the exciting new capabilities introduced with the 19.02 release, in support of BMC’s Cognitive Service Management and Multi-Cloud Service Management strategy. Learn about our new reporting capabilities, new Smart IT capabilities and about enhancements to our cognitive capabilities for Remedy.

 

Peter Adams is Senior Director, Product Management

 

 

Event Registration Details

 

Date: Wednesday, March 27, 2019

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

Registration Link: https://bmc.webex.com/bmc/onstage/g.php?MTID=e044021bdbf81db4804e292b97f0bea35

Registration Password: dsm

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

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

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December 2018 list of top viewed ITSM knowledge articles, this will be regularly updated.

 

Article Number

Title

000096651

UDM Job stuck 'In Progress' in Load step

000107843

Html Email Templates Notifications

000088215

BMC Rule Based Email (RBE) - Troubleshooting

000130792

Push notifications do not work on Smart IT (Applicable for all versions of Smart IT)

000130245

Mandatory product fixes for Remedy 8.1, 9.0 & 9.1 IT Service Management Suite, Pentaho, UDM, and Atrium Integrator

000077589

UDM Job are Stuck in a Status of "In Progress"

000105173

How To Reset Default Admin User "siadmin" Password To Fix The Error "You have exceeded the number of allowed login attempts."?

000090528

SmartIT/MyIT IPA iOS Download Problem

000115607

How to manually resubmit records which are stuck in SHR:SHRCAI_SocialBridge Form

000118574

An error has occurred please contact your administrator

000099835

MyIT/Smart IT - How to Drop Mongo Database --Delete/RESET all MyIT /SmartIT Data --Smart IT Data Onboarding

000100781

Smart IT Worklog Activity is not updated with new entry from Remedy when using Load Balancer

000101740

Steps to Collect UX Debug Logs

000071467

Smart IT/MyIT - User is unable to Login to the client (an error has occurred, please contact your Administrator)

000114793

Smart IT Activity Log not updating if we perform any modification in Incident.

000093546

9.0 ARServer Service is not Starting.

000114657

SMARTIT Timeout (Session Expired) Issues when accessed via Load Balancer

000127527

How to increase user session timeout of MyIT Smart IT

000102580

Resetting Smart Reporting Repository database password

000136852

Accessing Smart Reporting via Smart IT throws "ServiceException: Incorrect report server url mentioned in the report server settings" & ARERR 9430 via Remedy

000119786

Smart Reporting cross launch to Mid-Tier does not work

000137426

Unable to Login to Smart IT/ MyIT after changing the Remedy Application Service Password

000088539

CAI:Events records for SOCIAL events errored with MOBILITY_ERROR_SESSION_EXPIRED

000100748

ARERR [9430] when launching Smart Reporting from Remedy

000131079

How to Import and Export SRD in SRM

000135640

Smart IT - Where are the Ticket Console filters stored?

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In this recorded webinar, Justin will look at an overview of web services, how REST API works, and Remedy's implementation of REST.  Finally will review a real world example to demonstrate the REST API.

 

Justin Bakker is a Senior Technical Support Analyst

 

Below is the webinar recording.

 

 

Presentation References

 

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

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

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In the last Plug-in Basics recorded webinar, you learned what are plug-ins, types of plug-ins and servers, and about plug-in communications.  This session will continue taking a look a troubleshooting the plug-in server.

 

In this session Doug will review the standard plug-in logging available along with any special logging that is available for a plug-in as well.  For example,  one type of logging is the logging provided by the specific plugin, such as Approval.  Discuss how to enable the standard and special logging for a plug-in.  As the ITSM solution uses many special plug-ins there will be future sessions that focus on specific plug-ins coming in future sessions.

 

Douglas Reif is a Principal Technical Support Analyst

 

Below is the webinar recording.

 

 

Presentation References

 

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

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

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We have a lot of news to share in the December issue of Hot Off The Press. Read on for release updates, where to find great information, tips and tricks, and more.

This month, we cover the following topics:

  • November releases are now available!
  • BMC Remedy and Discovery YouTube channel
  • Did you know? You can customize dashboards in the new Remedy Management Console?
  • Limited Support dates approaching for these Remedy versions
  • New email address for Support Survey
  • Additional resources

November releases are now available!

BMC recently released BMC Discovery 11.3 Patch 4, Remedy IT Service Management 18.08 Patch 1, Remedy Single Sign-on 18.11, BMC Helix Multi-Cloud Service Management 18.11, BMC Digital Workplace 18.11 and BMC Helix Business Workflows 18.11.

BMC Discovery 11.3 patch 4 contains a fix for a CMDB sync issue that several customers have experienced. Full details are available here. BMC strongly recommends that you upgrade to version 11.3 Patch 4 if you are on any previous versions of BMC Discovery 10.0, 10.1, 10.2, 11.0, 11.1, 11.2 or 11.3. For details about the upgrade procedure, see Upgrading BMC Discovery.

Remedy ITSM 18.08 Patch 1 contains product fixes and consolidates the hotfixes delivered for the Remedy ITSM Suite 18.08 (including Smart IT). See our Remedy 18.08 Patch 1 post on BMC Communities for more information and instructions on how to download the patch.  BMC Helix Multi-Cloud Service Management 18.11 now enables automatic integration of problem records in Remedy ITSM with issues in Jira, and shows more information about integration events in the Activity stream of ticket screen. For a full list of enhancements see the BMC Helix Multi-Cloud Service Management 18.11 release notes and the following Community post.  Remedy Single Sign-On 18.11 now allows you to set up LDAP users as RSSO administrators, and also provides a new option to export and import RSSO configurations via the Data Transfer tool (command line). For a full list of enhancements, please see Remedy Single Sign-On 18.11 release notes.

BMC Digital Workplace 18.11 delivers significant new functionality that customers have requested, including enhancements to the end user experience and catalog capabilities, as well as various defect fixes. Check out our Digital Workplace 18.11 post on BMC Communities for more information.

BMC Helix Business Workflows 18.11 is a modern case management solution that extends services for lines of business — including HR, facilities, and other groups — in a scalable, managed, and automated way. To learn more about BMC Helix Business Workflows 18.11 and BMC Helix Integration Service 18.11, see our Business Workflow 18.11 post on BMC Communities.

BMC Remedy and Discovery YouTube channel

To see great content, like How To videos, Remedy Webinar recordings, and much more, visit the BMC Remedy and Discovery YouTube Channel. If you are already a frequent visitor and want to know what videos have been recently added, look at the What's New Playlist.

 

Did you know? You can customize dashboards in the new Remedy Management Console?

Starting with AR System 18.05, the new Remedy Management Console makes it easier to manage server groups. The main view of this console is the Server Group Dashboard, which uses flashboards to display the overall health of your server group environment. By default, the Remedy Management Console displays six flashboards with useful statistics such as FTS Pending operations, waiting Application Pending jobs, unsent Email Notifications, and more. In this recorded session, we review how you can use this console and can tailor it to present statistics that are vital to the health of your environment.

Watch the video here:

 

Limited Support dates approaching for these Remedy versions

Remedy versions 9.1.00 through 9.1.02 will move to Limited Support on December 22, 2018. To review what Limited Support means, see https://www.bmc.com/support/resources/bmc-product-support-policy.html.

BMC recommends that customers move to a fully supported version. Our latest release, 18.08, is fully supported for almost 3 years. Version 18.08 introduced a rich set of valuable features and new options for Cognitive Service Management. For a summary of the enhancement delivered by BMC in recent Remedy releases, see https://communities.bmc.com/docs/DOC-110514. As you can see in the summary,  we made many improvements to the upgrade process (specifically for the Remedy platform). An upgrade to the latest release (18.08) from Remedy versions 9.1.00 through 9.1.02 will be easier than previous upgrades. Note that Remedy 18.08 is not a new major release. It is a feature release based on the Remedy 9.1 code line. There are no major technology changes.

As a reminder, you can always review the end of support dates at http://www.bmc.com/support under A-Z Supported Products. From this list, you can search for the product. For example, for Remedy ITSM Suite, this information is published at https://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=158016.

New email address for Support Survey

Sometimes you may receive a survey from BMC inviting you to provide feedback on your support experience.  We recently moved the Support CSAT Survey from the Walker platform to the Qualtrics platform. The email now comes from no-reply@qualtrics-research.com. Please ensure that you mark this email address as ‘Not Spam’ or ‘Not Junk’ as we would greatly appreciate your feedback, so that we may improve our service to you in the future.

Additional resources

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Seamless Service Management with BMC Helix Multi-Cloud Service Management 18.11

 

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Happy to announce, a brand-new version with lot of new capabilities of BMC Helix Multi-Cloud Service Management 1811 is now GA and will be rolled out to our production customers!! We continue to add exciting features to the themes we have embarked upon. You can now turn-on Jira integration for Problem records in ITSM and collaborate using Smart IT. You can view Jira ticket information on the problem records in all Smart IT clients. Support for many more field types in Jira is delivered in addition to attachment support for Salesforce ServiceCloud. Many more refinements including ability to actually see the user who commented, drill down to Jira ticket and a bunch more!

It’s amazing to note the progress we have made and how far along we have come with the 5th GA release of BMC Helix Multi-Cloud Service Management in so little time. We appreciate all the input from many of you through the journey and wishing you all a wonderful holiday season ahead. Thank you for being an important part of us!

What is BMC Helix Multi-Cloud Service Management?

Multi-cloud service management solutions enable multi-provider brokering to efficiently manage and resolve issues. When organizations embrace service management tools, it enhances the ability to secure better service from multi-cloud service providers. For instance, IT can manage tickets across multiple cloud providers utilizing one integrated service desk. It also enables direct collaboration with multi-cloud providers such as AWS or Salesforce Service Cloud to efficiently troubleshoot and resolve issues as well as proactively inform employees of planned service outages utilizing a federated calendar.

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Beyond Incidents and Change

In addition to gaining control over Cloud Service Providers (CSPs) issues or incidents, service management provides the visibility and insight needed to ensure that CSPs are operating and delivering to expectations. As such, it’s possible to monitor multiple cloud services against the parameters of established SLAs. At the same time, the most dynamic tools provide an integrated service desk that shields agents from the complexities of differing cloud service management systems.

Modern service management solutions, like BMC Helix, also provide out-of-the-box integration with DevOps tools such as JIRA. For the DevOps manager, these capabilities mean resolving incidents directly in JIRA including associating multiple JIRA user stories with remedy incidents.

Because of their collaborative and seamless nature, having access to service management tools enables IT to provide better customer service with less downtime due to unresolved issues. It results in cost-efficient and effective resolution of problems.  Flexibility to choose the best solutions and not worry about the level of support service.

The more informed IT is on the management of the organization’s cloud service provider investment, the more likely it is to provide in-house teams with the predictable high-performance environments they need to succeed.

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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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