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Remedy ITSM

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This month, we cover the following topics:

BMC Digital Workplace 19.02 patch 1

Patch 1 for BMC Digital Workplace 19.02  is now available. In addition to corrected issues, this patch includes an update that allows administrators to enable or disable the following features for end users:

  • Approver Details
  • In-app Notifications
  • Notification Settings for Requests
  • Priority Label for Requests/Approvals
  • Reopen Request
  • Request Again
  • Sign Out

For more information about the patch, see 19.02.01 - Patch 01.  For a list of issues corrected in the patch, see Known and corrected issues.

New videos and troubleshooting guide about Full Text Search

Check out the following new FTS (Full Text Search) videos recorded by BMC Support:

These videos show you how to perform both functions successfully.

Need more information about FTS? Support worked with R&D to release a new FTS troubleshooting guide, available within the BMC online documentation.  Use the following links to go directly to the details you need:

Latest Remedy hot fixes

REMINDER: 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). You can always find this KA in the Additional resources section of Hot Off The Press newsletters.

 

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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When you are creating a report the preview function in Smart Reporting will help you see what you are going to get, but can slow things down. Particularly if you are adding lots of columns and have not yet decided which filters you need to apply to your report.

 

You can take these two simple steps to temporarily turn-off the preview feature and speed up the refresh for column heavy reports.

 

Step 1. Go to your user profile, select Display Preferences and turn off Report Data Preview. That will stop the report refreshing whenever you add a field/column.

display-preferences.png

 

Step 2. When you want to refresh the report, you can make the refresh faster by setting the active row limit, this gives a preview of the report, but limits the records returned.

set-active-row-limit.png

That's it! You should find your report creation super charged!

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Welcome to the April 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:

Remedy version 19.02 supports Java version 11

With the release of version 19.02, Remedy AR System now supports Java version 11, in addition to Java 8.  For the first time, Remedy AR System can also be used with OpenJDK (version 11 only) in addition to Oracle Java SE.  Note that if you upgrade your Java version to 11 after you install AR System version 19.02 on the same server, you must update the server configuration to avoid server start-up problems caused by -XX:+UseParNewGC remaining as a JVM option.  For more information on the configuration changes needed to avoid server start-up problems, see the following documentation topic: updating java paths after upgrading java.  For detailed information about all compatibility aspects of Remedy AR System and ITSM applications / Smart IT, please see Remedy ITSM Suite Compatibility 19.02.

BMC Digital Workplace 19.02 includes a revamped user interfaces and other enhancements

BMC Digital Workplace 19.02 is now available and has exciting new features based on customer feedback. Check out the What's New in BMC Digital Workplace blog to learn more.

Self-solve resources are available 24/7

The BMC Support team is providing you with lots of new self-solve resources. You can use these resources to solve your problems faster, and also to receive proactive product support information. For more information visit and bookmark Remedy ITSM: Support What's New.

BMC Analytics end of life in March 2020

As previously communicate in our Statement of Direction,  BMC is planning to End of Life both BMC Atrium Dashboards and Analytics and BMC Analytics for BSM. After March 2020, BMC will no longer provide BMC Analytics for BSM in the cloud.

Update to MongoDB migration utility for Smart IT

Starting with version 18.05, Smart IT no longer uses MongoDB for storing social data. If you are planning to upgrade from Smart IT 2.0 or earlier to version 18.08 or 19.02, get the update to the MongoDB migration utility attached to this BMC Communities post.

Looking to get started with Smart Reporting?

Here are a few resources to learn more about Smart Reporting:

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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BMC is excited to announce general availability of the new Remedy 19.02 feature release with the following solutions components:

  • Remedy Platform 19.02  (incl. Remedy AR System, CMDB)
  • Remedy ITSM Applications 19.02  (incl. Remedy Service Desk, Remedy Change Management, Remedy Knowledge Management, Remedy Asset Management, Service Request Management, Service Level Management, and Smart IT UI)
  • Remedy Smart Reporting 19.02
  • Remedy Single Sign-on 19.02

The software for new Remedy version 19.02 is generally available for download via EPD for on-premise use.

For SaaS option, the equivalent BMC Helix ITSM 19.02 release can be requested from BMC by our SaaS customers.

 

This set of product/component releases is complemented by releases of BMC Helix Multi-Cloud Service Management 19.02, BMC Helix Cognitive Automation 19.02, BMC Helix Chatbot 19.02, BMC Helix Business Workflows 19.02, BMC Helix Platform 19.02, and BMC Digital Workplace 19.02, which are integrated with Remedy / BMC Helix ITSM to deliver the industry's most comprehensive Cognitive Service Management capabilities.

 

With this blog, I'd like to share information about some of the enhancements of the 19.02 feature release with you. It is not meant to be a detailed discussion of each enhancement, but rather should serve as an overview of the key enhancements and values that have been delivered in this release cycle, and as a launch point to pages which provide additional detail. For a complete overview of all enhancements delivered in version 19.02, please review the Remedy ITSM 19.02 Release Notes page. I also recommend that you attend the upcoming  Connect with Remedy - Remedy 19.02 Feature Release Webinar on March 27, 2019, to get further insights into the new capabilities of the Remedy 19.02 feature release.

 

 

Key Release Themes of 19.02 Feature Release

With this 19.02 release cycle for Remedy / Helix ITSM, BMC continues to build out our leadership in cognitive ITSM capabilities. BMC sees the use of cognitive technologies as a huge opportunity to deliver better ITSM outcomes for our customers - not just incrementally better, but significantly better - and the market is just at the beginning of realizing the full potential of this new technology. With Remedy 19.02, BMC has further built out our capabilities to automatically assess the content of inbound emails using machine learning algorithms, so that the system can take the right steps without any human involvement. We are also delivering a "first" by using cognitive technologies to analyze ITSM charts in Remedy Smart Reporting.

 

The other long term strategic goal for our ITSM solution is to enable companies to work more effectively by aligning better with DevOps processes and leveraging some of the concepts of DevOps, Agile and Lean IT within the ITSM processes themselves. This is very much in line with new concepts introduced with ITIL 4, which was just released in its first phase (Foundation) on Feb 28. We are excited to introduce new functions to support concepts like Swarming, on top of the DevOps integration options we have available with BMC Helix Multi-Cloud Service Management, which we have further improved in this release cycle as well.

 

Last but not least, we continue to build out our new User Experiences for ITSM (Smart IT) and CMDB. Having a good UX is essential for improved user productivity and increased user engagement with ITSM processes.

 

 

Cognitive ITSM Enhancements

Leveraging the existing Machine Learning service (BMC Helix Cognitive Automation) that is connected to Remedy at the platform level, BMC is continuing to implement new, valuable end-to-end use cases that make use of this ML service to boost Service Desk productivity. With this 19.02 release, Remedy can automatically analyze incoming email, and can not only register an incident with the appropriate incident template, but also automatically send an appropriate response. Such response could be a pointer to a knowledge article or to a service catalog item, in case the ask needs to be addressed via a service request. This reduces the need for manual activity around email-generated incidents.

 

In addition, the 19.02 version of Remedy Smart Reporting now has an exciting new feature called Assisted Insight. With the introduction of Assisted Insights, Smart Reporting is combining machine learning with human context to generate automated insights, such as smart data visualizations and natural language narratives. Users can get a deeper explanation of the data they are seeing, pointing out statistically significant observation. Users can also compare two data points on a chart to understand differences and/or correlations. In short, it's a very effective way to get deeper insight into the data.

Screen Shot 2019-03-19 at 10.46.40 PM.png

 

 

Smart IT UI Enhancements

Smart IT - the new, innovative user experience for Remedy ITSM - has been enhanced in a number of areas in the 19.02 release:

Dynamic Provider Actions for Additional Record types

With release 19.02 it is now possible to use Dynamic Provider Action feature to automatically trigger the execution of Smart IT Provider Actions (custom Remedy server workflow) for change requests, work orders and tasks. You can define the trigger conditions for incidents via Expressions, which enable the system to automatically run custom workflow on the Remedy server and return information to the Smart IT view. This enables the implementation of use cases, for which Active Link workflow has traditionally been used for in the mid-tier UI.

Copy Change

With this new action, users can quickly copy an existing change requests. An easy to use user interaction gives users control what parts of the existing change requests should be copied over, such as tasks, documents, CIs, or impacted areas.

Screen Shot 2019-03-19 at 11.03.28 PM.png

New Default Configuration Settings

Remedy administrators now can define new default settings for the initial landing page that a user sees after logging into Smart IT, or for the Public checkbox used when users enter comments in the activity timeline

Knowledge Console Access with Viewer Permissions

Users with knowledge viewer permissions only can now access the Smart IT knowledge console.

Smart Recorder Improvements

Smart Recorder has been improved to better support the needs for service providers. It allows customers to configure new call log types, so that Frontline Service Desk agents can log various call-related scenarios without having to create an official ITSM record. Such scenario could include 'hang up' or 'call transfer'. In addition, Smart Recorder can now accelerate the logging of tickets against assets vs. employees. This includes options like restricting asset searches per user / site or automatically using the asset owner as customer after identifying the asset.

 

 

Swarming for Collaborative Customer Support

In our goal to help companies better align their DevOps centric activities & teams with good IT Service Management practices, BMC has been introducing new service management practices in our ITSM solution. One such practice is Swarming - a new approach to organize customer support resources and activities, which relies on the collective experience and collaboration of groups and reduced 'work in progress' than on individual assignments, queues and hierarchical layers (L1, L2, L2 support). ITIL 4 Foundation mentions Swarming as one of the new approaches of working in it's chapter about the Incident Management practice. For an overview of the Swarming, I can recommend  https://www.serviceinnovation.org/intelligent-swarming/ and BMC swarming expert Jon Hall's blog at Swarming Support vs Tiered Support: What’s the Difference?

With the 19.02 release, BMC is taking a first step at adding more functionality into the ITSM solution to support such collaborative activities. For example, users now have the option to use commands within the Chat function of Smart IT to get additional context about and helpful resource for a ticket - without having to leave the Chat window. See Chatting with other agents to resolve a ticket  More functionality for intelligent collaboration are expected to be added in future versions of our ITSM solution.

 

 

New CMDB UI Enhancements

With version 19.02, BMC is delivering the next set of capabilities in the new CMBD UI to transition the user experience from the legacy Atrium Explorer to the new CMDB UI. Users can now perform write operations in the new CMDB, such as creating or updating CIs, or editing service models by creating new relationships. If you haven't seen the new CMDB UI, which automatically comes with the CMDB upgrade, then you can get a quick glance at BMC CMDB 19.02: Viewing CIs and relationships in the CMDB Explorer - YouTube

For more information, please have a look at Stephen Earl 's blog and 19.02 enhancements - Documentation for BMC Atrium Core 19.02 .

 

 

BMC Helix Multi-Cloud Service Management Enhancements

BMC Helix Multi-Cloud Service Management is BMC's go-to solution for integrations of Remedy ITSM and Helix ITSM with external system, whether it's for ticket brokering, DevOps integration, ITSM system consolidation or other use cases. Version 19.02 of BMC Helix Multi-Cloud Service Management now allows customer to automatically create records in Agile SW Development system (Jira) from Remedy work orders, and vice versa. There is now also new option to manually restart a failed transaction. Plus, the integration with SalesForce Service Cloud has been enhanced.  For more information, please see Pradeep Kumar's blog Dev and Ops in Harmony w/ BMC Helix Multi-Cloud Service Management 1902 and 19.02 enhancements - Documentation for BMC Helix Multi-Cloud Service Management 19.02.

 

 

Administrative Enhancements

Version 19.02 introduces a number of new administrative and integration enhancements for the ITSM solution:

  • There is now a new CMDB archiving function, that extends the ITSM archiving function introduced in Remedy 9 to handle the specific needs of CMDB archiving.
  • BMC continues to consider REST API a key integration technology for the ITSM solution - across on-premise and SaaS deployments. With version 19.02, BMC now delivers Swagger specifications for BMC Remedy AR System REST, which makes it easier to understand REST API usage and syntax. Plus, BMC now offers new getField and getFields REST APIs to introspect form meta data.
  • There's now a much more powerful option to define approval rules for Knowledge Management. A number of new criteria (article type, language, site, owner, ...) can be used to define who needs to approve certain knowledge articles.
  • A much more powerful AR JDBC function now enabled customer to use database functions. This is particularly helpful for creating computed fields for Smart Reporting. Overall, the reporting capabilities of Smart Reporting have been enhanced further with update to the latest Yellowfin version, including, but not limited to, the option to create blogs with active charts to communicate the results of ITSM analytics.
  • Smart IT now has a few new configuration options, e.g. an option to set what Smart IT screen is the default landing page, or to set whether the Public checkbox for Activity Notes is checked or unchecked by default.

 

 

Remedy Platform Enhancements

While BMC considers the SaaS delivery model (BMC Helix ITSM) as delivering the best experience for our customers, because customers don't have to worry anymore about complexities of managing infrastructure, resource and solution upgrades, we continue to invest in solution capabilities to efficiently operate our software on-premise and to stay compatible with newest versions of infrastructure components (OS, database, ...).

With version 19.02, BMC now supports OpenJDK 11, enabling customers to continue to use a free Java version as platform for the Remedy software. In addition, for continuation, BMC continues to support Oracle JDK, both versions 8 and 11. For details about Java and other platform/version compatibility, both for Remedy AR System and ITSM applications, please see BMC Remedy ITSM Suite compatibility matrix - Documentation for BMC Remedy IT Service Management Suite 19.02 .

Version 19.02 also introduced a new graphics library for Remedy Flashboards, delivers performance improvements for the Remedy archiving feature and RLS, and

For more information, please see 19.02 enhancements - Documentation for BMC Remedy Action Request System 19.02

 

 

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 19.02 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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The archive feature was introduced in 9.0 release of the BMC Remedy Platform in tandem with technology refresh of the platform.

This feature allows you a convenient way to periodically store data from a main form to an archive form, this reduces the amount of data accessed during searches for starters, directly benefiting end user operations. Clear benefit of following the data retention discipline allows you to stay true to the new [better] numbers you get for use cases as experienced by the end user.  The data retention policy allows you to meet compliance needs of having latest data in your main forms for the said period. In tandem you can further increase the benefit when it comes to database size, by moving archived data out to a file system.

 

If you intend to look at the archived data, looking at it through the lens of KPIs is a good place to start. At this time the intent would be to look at aggregated report instead of looking at each ticket. This should give an opportunity to ponder on the decisions already made [maybe budget allocations on certain service types / problem areas] and the results of these.

Full catalog of reports which carry KPIs are available out of the box here.

 

Just in case, you want to go beyond these 24+ KPIs and setup your own KPI, the place to start would be by creating flashboard variables as explained here.

 

If you have to have an operational report that goes across data which is in the main form as well as the data that is in the archive form, you would quickly do so by creating a semantic layer, as explained below:

 

Once you have the semantic layer created, publishing a report which goes over the live data and the archived data, can be done using steps below. The steps / query cited below, will give us a report of critical incidents since 01 Jan 2013 till date [here latest 18 months(retention period) data is in main form while rest is in the archive form]

 

 

Steps to create Incident Management report which goes across the live data and the archived data:

  1. Create a report on Incident Management view.
  2. Select required fields in the columns section eg; Incident ID, Summary, Priority etc.
  3. Select Required fields in filter section (Assigned Group, Submit Date etc.)
  4. Click on Add Subquery from left aligned navigation panel
  5. Select Subquery type as Union and Style as Advanced
  6. Select Data Source as AR System and View as Incident Management Archive from drop down list
  7. Now add all similar fields from Incident Management Archive view and map it with respective fields from master form query
  8. Add similar filters as the master query and Save the query
  9. Now Go to Filter’s Advanced Setting and select Subquery filter tab from the top
  10. From the dropdown select operator as Link Filter and define a link to Master Query Filters, This will ensure same filter values are applied on both queries
  11. Perform further formatting changes in the Report if required and then activate the Report

 

The query would look like below:

 

SELECT DISTINCT

   `HPD:Help Desk`.`Incident Number`,

   `HPD:Help Desk`.`Description`,

   `HPD:Help Desk`.`Assignee`,

   `HPD:Help Desk`.`Priority`,

   `HPD:Help Desk`.`ServiceCI`,

   `HPD:Help Desk`.`Submit Date`,

   `HPD:Help Desk`.`Last Resolved Date`

FROM `AR System Schema`.`HPD:Help Desk`

WHERE (

   `HPD:Help Desk`.`Assigned Group` IN ('Service Desk')

   AND `HPD:Help Desk`.`Priority` IN ('Critical')

   AND `HPD:Help Desk`.`Submit Date` BETWEEN '01/01/2013 12:00:00 AM' AND '02/28/2019 11:59:59 PM'

)

UNION

SELECT DISTINCT

   `HPD:Help_Desk_Archive`.`Incident Number`,

   `HPD:Help_Desk_Archive`.`Description`,

   `HPD:Help_Desk_Archive`.`Assignee`,

   `HPD:Help_Desk_Archive`.`Priority`,

   `HPD:Help_Desk_Archive`.`ServiceCI`,

   `HPD:Help_Desk_Archive`.`Submit Date`,

   `HPD:Help_Desk_Archive`.`Last Resolved Date`

FROM `AR System Schema`.`HPD:Help_Desk_Archive`

WHERE (

   `HPD:Help_Desk_Archive`.`Assigned Group` IN ('Service Desk')

   AND `HPD:Help_Desk_Archive`.`Priority` IN ('Critical')

   AND `HPD:Help_Desk_Archive`.`Submit Date` BETWEEN '01/01/2013 12:00:00 AM' AND '02/28/2019 11:59:59 PM'

)

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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  Digital Workplace

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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 Employee 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

 

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

 

 

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

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

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

 

Hierarchical groups: Using a parent group for permission inheritance

 

ITSM data access model enhancements in version 9.1

 

ITSM Data Access Model Documentation

 

Row Level Security

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace

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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  Digital Workplace  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 Peter to get an update on the Remedy 19.02 Feature Release in March’s Connect with BMC Helix ITSM and Remedy webinar.

 

In this session he 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

 

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

 

 

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

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

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

 

Remedy ITSM Suite 19.02 Release Notes: Enhancements in 19.02

 

ITIL 4

Axelos

BMC Blog

 

Swarming

Consortium for Service Innovation

BMC Blog

 

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

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  HR Case Management

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