Skip navigation
1 2 3 Previous Next

Remedy ITSM

218 posts


Here are some lessons learned we have collected from the many upgrades as well as consolidation projects using Alderstone CMT and our methodology. A big thank you to the team at Alderstone Consulting for helping me put this together. Although these may seem like common sense you will be surprised how many a projects still suffer because of shortcomings in the following areas:


1. Environment readiness

  • Ensure the customer architects have an understanding of the architecture requirements and they have agreed to the architecture.

  • Understand document/process for hardware ordering and procurement well in advance.

  • Ensure agreement from Customer Security team – DB access queries have caught us even after it has been ‘agreed’ during the sales cycle.

  • When environments are ready, install CMT and test as soon as possible to reveal any issues that may require support from other areas and often can take extended period of time to resolve.

  • Invest time explaining the process and walk through with Operations and DBAs to ensure support throughout the project.


2. Project Planning and resourcing

  • Share and walkthrough Best practice Methodology and template project plans.

  • Ideal set up – Strong technical PM, Technical lead, Test Manager (involved early).

  • Even where data migration resources are Alderstone or Partners, it is good practice to get the Tech Lead and any others at least ‘aware’ of how CMT works, they will then be careful around data changes, keeping gold builds clean etc.

  • Emulated Cutovers (ECs) are a key factor of success, involving the whole team, emulating as much of the cutover as possible. ECs have revealed countless issues when the project could still deal with them rather than when it was too late.

  • As soon as it is available share the project plan with all of the project team, discuss and ensure everyone understands the criticality of their role.

  • Regular project meetings, even if just 30 minutes allow people to engage and query, removes the assumption that “someone else is dealing with that”.


3. Testing

  • Test plans produced early and reviewed by ALL.

  • Unit test, System test, Integration test and UAT must ALL use the test plans.

  • Reporting of issues should be structured and repeatable.

  • Triage team review the defect, ensure it is logged with right level of detail and has steps to reproduce, before considering where it should be assigned, rather than just assigning to Data team.

  • Detailed testing in UAT reduces issues after go live


4. Customisations & Process

  • Spend time with Customer Champions/SME to understand what has been changed within the ITSM system, compile the documentation (where available).

  • Review the current solution from a business perspective, how many of the legacy customisations are still needed by the business using the latest ITSM (recent project 112 “must have” customisations were reduced to 16 in a ITSM 9.1 workshop).

  • CMT will help discover what data customisations have been missed, but BMC Migrator and 3 way reconciliation will help the Customisations team identify, package and move all the required customisations. Use the right tool.

  • Integrations commonly need additional forms and data, ensure these are captured, impact assessed and documented rather than left as “it’s with the integrations team”


5. User Involvement

  • Exposing the “to be” system to the end users with their data as early in the project reaps great benefits, they can visualise new 9.1 processes easier, they will accept better practices and they will push back less on change.

  • Create a Sandpit environment with latest version and Customer data as soon as possible within the project. Use this a s a reference throughout the project.

  • Ensure users are aware and using the agreed test scripts so they can help the test team refine them where “not applicable to the business”.

  • Ensure all parties are involved, including regional representatives that may not have been considered.


6. Go Live

  • Practice the cutover plan during EC’s so there are no surprises during Cutover

  • Have someone other than the technical team running the cutover, managing the Bridge, updating the stakeholders, chasing up issues. That person needs to be fresh when others aren’t, on longer cutovers have people in shifts.

  • Consider a mgmt. bridge and a technical bridge to ensure Mgmt/Stakeholders do not derail technical progress.


7. Early Life Support

  • Structure your ELS in the same was as testing, Triage and prioritise issues, ensure they are reproducible, where possible keep a running copy of the old system to stop issues that have always worked like this.

  • The Test team are ideal ELS 1st line, they know the new system and they may have seen similar queries when they were starting.



For additional technical information on our methodology please get in touch with us. Our team are very happy to walk you through key activities and share our project plan with the above points incorporated to ensure you're next Remedy ITSM upgrade is a success.


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

download.jpeg  download (1).jpeg download (2).jpeg

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


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


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


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


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

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


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


Screen Shot 2018-01-02 at 3.59.53 PM.png


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



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

In this recorded session Doug will provide a quick overview of the new AR Log Analyzer, when to use, and example use cases.


Douglas Reif is a Principal Technical Support Analyst


Below is the webinar recording and is also available as a podcast on iTunes.





Presentation References


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

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


I'm thrilled, it’s finally here!! I am happy to announce Multi-Cloud Service Management 17.11.00 – a separately licensable, cloud based, add-on service for Remedy customers is now available for customers.


With this new offering, we are now able to extend ITSM to multi-cloud environments furthering our solution for our customer’s journey to Multi-Cloud. This enables a single pane of glass for brokering incidents across multiple cloud providers/applications such as AWS, Service Cloud (Salesforce) and extend ITSM processes for DevOps using Jira as an agile development tool.


With Multi-Cloud 17.11.00, our Remedy customers efficiently manage IT Services using:

  • Collaborative, automated Incident Management
    • OOTB Incident brokering w/ AWS and Salesforce (Service Cloud)
    • Broker incidents to non-OOTB vendors
  • DevOps Integration w/ Agile Development Tool Jira for
    • Remedy Incident to JIRA Defect/User Story flows
    • JIRA User Story to Remedy Change flows
    • Integrate Remedy with your own Agile Development Tool
  • Cloud Service Dashboard


It is a huge step forward for our Remedy customers to elevate their service management with the most advanced capabilities on the planet. Thank you all for helping us  deliver an exceptional, game changing subscription service for Remedy customers. Happy Holidays!



The Server Group Administration Console is an additive utility to manage your server group environment.  In the video below, Douglas Reif provides an overview of the utility.  For more information and to download the utility please see the following document.




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


I'm pleased to announce the release of Smart IT 2.0.


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


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


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


Hence, Smart IT 2.0 allows the administrator to:


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


Smart IT 2.0 will be available on a "Controlled Availability" basis for the first few months of release. This is primarily to allow us to maintain visibility of customers who are adopting the release, to enable us to provide support and guidance on the new capabilities, and the best practices for using them. During this period, please send an email to with your Company Name and details of your requirement, or contact your BMC Account Manager to begin the process to obtain the installation materials for this product.


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


Screen layout configuration: Reordering fields in a section


Creating dynamic field behaviors


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


New CMDB UI Dashboard v2.png


BMC is excited to announce general availability of new Remedy releases as part of our Fall 2017 release cycle:

  • Remedy 9.1.04  (incl. Remedy AR System, CMDB, ITSM applications)
  • Remedy with Smart IT 2.0.00
  • BMC Multi-Cloud Service Management 17.11


With these new feature releases BMC continues its path to innovate IT Service Management, augmenting the classic ITIL process focused approach with new digital and cognitive concepts that make IT staff more efficient, improve user experience and increase agility - especially for customers with multi-cloud, multi-provider IT environments. At the same time, BMC is introducing a number of significant improvements to its Remedy platform, further reducing cost of operations and administrations.


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


User Experience

Completely new, modern web user experience for Configuration Manager persona, introducing not just a state-of-the-art web UI, but also a variety of new innovations to improve the daily activities of a CMDB Administrator or Configuration Manager. See product documentation for an overview of the enhancements in this area. More information to come in the BMC Communities about this exciting new UI that has received very positive reviews from participants in the beta program.


Improved UI Configurability for Smart IT User Experience for Remedy, allowing customers to implement a flexible UI behavior in alignment with their customized mid-tier ITSM UI through a new expression-based approach. Unlike UI customizations via JavaScript insertions, this approach is easier to setup and maintain between releases. Capabilities of this new approach include:

  • Flexible placement of custom fields on supported Smart IT screens, incl. hiding of ootb fields
  • Dynamic change of field properties and field values
  • Expanded input/output for provider actions
  • Ability to use custom fields to ticket console as columns or filters

See Introducing Smart IT 2.0: Now with added configurability for more details.


Aside from the key focus on UI configurability for Smart IT, BMC is also delivering a set of other Smart IT enhancements, including Performance Improvements for Smart IT User Experience for Remedy.


Cognitive Service Management

In support of BMC's Cognitive Service Management strategy, I am very excited to announce the availability of first cognitive capabilities in the Remedy ITSM solution and in the Remedy platform. Starting with version 9.1.04, customers can use existing data in Remedy to train a Machine Learning algorithm, delivered by BMC as cloud-based Cognitive Service and based on IBM's Watson Natural Language Classifier API, and then use the BMC Cognitive Service to classify input data (e.g. text fields with natural language text). As part of the ITSM solution, BMC uses this new capability to deliver new cognitive auto-categorization of ITSM tickets, which allows to categorize tickets correctly with high confidence, and which in turn will improve quality of auto-assignment of tickets.


Another area of high interest and demand from Service Desk organizations is the option to use a Chatbot to deliver more efficient customer support 24x7. BMC delivers a new Chatbot capability, via a BMC Chat UI or via Slack as part of the omni-channel strategy for BMC Digital Workplace.


Multi-Cloud Service Management

BMC has been talking a lot about digital transformation over the past years. Every industry is going through a major transformation where they are under competitive pressure to provide digital services, not just products, and for the delivery of these digital services they are often relying on multi-cloud environments from multiple providers to operate at the highest efficiency, highest speed, and at the lowest cost.


To help our customers deliver and support these digital services in a multi-cloud, multi-provider environment, we are extending Remedy with a Multi-Cloud Service Management add-on that allows companies to automatically broker incidents to ticket management systems of external providers. BMC enables companies to easily setup such ticket brokering capability with pre-built connectors for leading providers like Amazon AWS or Salesforce, while also enabling customers and partners to build their own connectors or define their own rules when such ticket brokering is triggered.


The same Multi-Cloud Service Management service is also used to help companies build integrations of Remedy with agile SW development tools like Jira. With this capability, users can easily create Jira Issues from Remedy Incidents, without any manual data entry, and they can also create Remedy Change Requests from Jira User stories or relate multiple Jira User stories to a Remedy Change Request. See BMC Multi-Cloud Service Management (Ticket Brokering, Jira Integration, DevOps and more..) for more details


Remedy ITSM Applications

While the Remedy product team puts a lot of focus on innovation in the User Experience area, reflecting an already strong set of functional capabilities, the team continues to deliver enhancements to the Remedy ITSM applications, with a goal to further reduce the administrative effort for those applications. In version 9.1.04, BMC delivers two key enhancements for ITSM application administration:


Starting with version 9.1.04, the Remedy Deployment Application now allows to easily package task templates and task group templates into a deployment package, making it easier for administrators to build out and test these templates on a Remedy development/test instance, before deploying them into production. The Deployment Management Console enables admins to simply select the templates that need to be packaged, and then ensure that all relevant configuration data is included in the package.


Also new in 9.1.04 is the ability to define approval rules for Remedy Change and Release Management, which determine the approver for a change or a release based on the People-CI relationships of the CIs related to the change / release. This helps significantly reduce the administrative effort to define approvals rules for changes and releases, and help leveraging relationships that are already maintained by many customers.


Remedy Platform

Within Remedy platform version 9.1.04, BMC delivers a rich set of platform-related improvements that help Remedy on-premise customers reduce cost of operations and administration for their Remedy environment.


9.1.04 delivers significant improvements to the Zero Downtime Upgrade capability for the Remedy Platform: Several manual steps of the process have been automated. If, for some reason, the platform upgrade fails, the platform components and the file system are rolled back to the earlier version. All these enhancements allow customers to safely perform in-place upgrades of the Remedy platform without impact on the overall Remedy ITSM service. This recorded Connect with Remedy webinar session about Zero-Downtime Upgrades provides additional insight into the approach.


Starting with version 9.1.04, customers can now use the Remedy Deployment Application to easily deploy new Remedy platform patches and hotfixes into their Remedy environment, including new binaries. Remedy administrator no longer have to run patch installers on each server of a server group across multiple environments (Development, QA, and Production) to deploy new binaries. Platform patches are now delivered as deployable packages. When a Remedy administrator deploys such a package on a primary server in a server group, the changes / new binaries provided through the patch or hotfix are applied on all the secondary servers automatically.  Please note that there are also a number of other enhancements in the Remedy Deployment Application v9.1.04.


Last but not least, Remedy 9.1.04 also makes it easier for Remedy administrator to centrally enable logging in a Remedy server group environment, reduces CPU resource usage on mid-tier server by 50%, and informs users of the mid-tier UI about an upcoming session timeout.


Remedy Single Sign-On

With version 9.1.04, Remedy Single Sign-On implements now the OAuth 2.0 protocol, and allows for authentication using OpenID Connect, an authentication method that is built on top of the OAuth 2.0 protocol. Remedy Single Sign-on also extends support of other BMC solutions by adding support for TrueSight Presentation Server and BMC Innovation Suite.


Remedy Smart Reporting

With version 9.1.04, Remedy Smart Reporting delivers new out-of-the-box KPI reports for the following ITIL processes:

  • Incident Management
  • Problem Management
  • Service Request Management
  • Work Order Management

For more information, see Out-of-the-box KPI reports available with Remedy Smart Reporting.  In addition, there is a new Java based on-boarding utility for Smart Reporting.


Additional Utilities

In support of the new Remedy 9.1.04 release, the Remedy product team also release a number of value-add utilities to the BMC Communities. These are unsupported at this time, but BMC will evaluate based on customer feedback whether to include it in the standard product at a later time.


Some references to additional information about this release:


I'd like to use this opportunity to thank everyone who's actively engaged in the BMC Communities. The Remedy community spaces - Remedy ITSM, Remedy AR System and Atrium CMDB - are the most active spaces in the BMC Communities, delivering immense value to the entire Remedy customer base and to BMC, and your contributions help to make this such a great place to hang out. Special thanks to the community members who have contributed ideas that we have implemented in this Fall 2017 release cycle. Enjoy the year end and have a great start into 2018.


Peter Adams

Director, Product Management



In this recorded session Mark will cover the new "One Logging" feature in Remedy 9.1.04.


Starting with BMC Remedy AR System version 9.1.04, you can use the AR System Server Group Administration Console to manage logs for multiple components that belong to a server group. All these components are part of Centralized Configuration and AR System Configuration Generic UI.


Mark Walters is a Principal Technical Support Analyst


Below is the webinar recording and is also available as a podcast on iTunes.





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


In line with continuing the theme of simplifying Remedy platform upgrades, one key objective is to minimize downtime during the platform upgrade. In case of in-place upgrade approach, downtime can be significant. And in case of staging environment upgrade approach, it needs replica of production and running Delta Data Migration with some downtime to switch over.


Zero Downtime Platform Upgrade has been introduced and recommended by BMC for platform components. The idea leverages concept of AR System Server Group to enable the platform upgrade on a production server group one server at a time, while the other servers continue to function seamlessly and continue to serve the end user requests.


Following are the benefits of this approach:

• Application is always available to the end users

• No need for data migration, since this is in-place upgrade

• In case of an issue during upgrade, the system recovers itself and continues to work in sustenance. Upgrade can be restarted again on the recovered system in Zero Downtime fashion

This session will present nitty-gritties of Zero Downtime Platform Upgrade, the process, how it can be used effectively and best practices to ensure successful platform upgrade


Ashutosh Deshpande is a Principal Product Developer


Below is the webinar recording and is also available as a podcast on iTunes.





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

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


Please join Pradeep and Tom as they present Multi-Cloud Service Management during the March 2018 webinar.


In this session, they will provide an overview of key features, demonstration, and technical architecture.


Multi-Cloud Service Management is a next-generation cloud based service that helps Remedy customers integrate & automate their IT service management processes when using multiple external providers/vendors.  It augments Remedy ITSM with new capabilities:

•             Brokering of ITSM tickets (incidents, change requests, ...) between Remedy ITSM and the providers' ticketing systems

•             OOTB Integration with Agile SW Development tools like Jira to create Remedy ITSM records from Jira issues and vice versa

•             Comprehensive overview of cloud services (health, tickets, notifications, ...) such as Amazon AWS or Salesforce

•             Pre-defined connectors for most common cloud services, with option for custom-built extensions


Pradeep Kumar is a Lead Product Manager

Thomas Adrian is a Product Development Architect


Event Registration Details


Date: Wednesday, March 21, 2018

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link:

Registration Password: bmc


After registration, you will receive a confirmation email.



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

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


Join Jon as he introduces Smart IT 2.0 during the February 2018 webinar.  Learn how this new release builds on Smart IT’s market-leading user experience by adding extensive power to tailor the UX, configure dynamic interface behaviors, and harness the power of Remedy workflow.


Jon Hall is a Principal Product Manager


Event Registration Details


Date: Wednesday, February 21, 2018

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link:

Registration Password: bmc


After registration, you will receive a confirmation email.



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

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


Deploying patches and hotfixes or migrating content between environments (dev, QA, Prod) has always been a complex and challenging task. Whether it is moving simple data or complex metadata objects or customizations and code changes from your development to QA and Production requires significant time and effort. There are numerous utilities, installers, scripts and tools that each use different methodologies and have their own user interface.  Deployment Manager provides an 'Easy Button' for this process and makes it consistent, secure and easy to manage!


In this session you will learn:

  1. The new capabilities and underlying architecture of Deployment Management to see how it helps you manage your development process efficiently
  2. The different types of content provided out of the box to help migrate your complex data structures (e.g. SRDs, Task templates) between environments
  3. How the process of deploying hotfixes and patches across servers will become easy, predictable and secure
  4. How to use this single interface to initiate, manage and monitor the status of your deployment jobs
  5. How you can recover or rollback your changes quickly if needed


Using Deployment Management will simplify your operational processes for AR System based applications.


Pam Rao is a Senior Manager, Product Development


Below is the webinar recording and is also available as a podcast on iTunes.





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


In this reocrded session Vaibhav will cover troubleshooting providers in Digital Workplace Basic (MyIT).  He will review eight (8) different troubleshooting use cases.


is a Lead Technical Support Analyst


Below is the webinar recording and is also available as a podcast on iTunes.





Presentation References

  • Unable to start DWP after upgrade that completed with warning - KA 000144658
  • Unable to reserve the conference room - KA 000103821
  • Unable to Login to DWP/MyIT - KA 000120701
  • Unable to search against custom RKM Template in DWP - KA 000115022
  • Unable to open AIF from DWP - KA 000061651 and Video
  • Unable to broadcast to LDAP Groups with MyIT Broadcast - KA 000143533
  • Not able to retrieve items from the CLM Catalog - KA 000130966 and Video
  • Unable to send Broadcast to Remedy Groups - KA 000144659
  • List of Providers
  • YouTube Video on Exploring Providers


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

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


Please join Juergen as he presents an Introduction to Business Workflows in January 2018 webinar.


In this session, Juergen will provide an introduction to BMC’s new Business Workflow application. Built as a cloud-native application on the Innovation Suite, this new service management application can be used by organizations to provide a better quality of service to employees in a scalable and cost-effective way. After explaining the basics, Juergen will do a live demo of the application covering:

• Creating cases using a chatbot interface

• Approving cases in Digital Workplace

• Resolving cases in Business Workflows

• Using Quick Case to create new cases

• Managing case visibility across organizational departments


Juergen Hauser is a Principal Product Manager


Event Registration Details


Date: Wednesday, January 24, 2018

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link:

Registration Password: bmc


After registration, you will receive a confirmation email.



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

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


Hi All,


We got this requirement for our client and also few years back there was such requirement (Service Target Goal - By the close of the next business day ).


I have completed this requirement with single custom filter and rest with configuration.


First I will discuss about configurations:


A) Data Source Configuration:

Go to Application Administration Console - Custom Configuration - Service Level Management - Configure Application Settings
Select the form : HPD:Help Desk

Go to tab: Request-Based

Reference End Goal for Request-Based SVTs : Target Date


Perform Modify fields and modify filter so that data source filters are rebuilt.


B) Creating Service Target:

Go to Service Level Management- Create new service target.

Specify the Terms and Condition as per requirement. Provide measurement criteria and milestone. But select below two options on Goal and Cost tab:

Use Goal as defined on Application Form

Use Start Time defined on the Application Form


Save the service target and build the service target.


C) Create Business Entity:

Go to Application Administration Console - Custom Configuration - Service Level Management - Configure Business Time - Shared Entity/Segments

Create new business time entity - Weekend/Holiday


Then create Business time segments for Weekend and for Holiday.






For testing purpose, I have selected the date 23rd Nov 2017 as holiday as I am testing on 22nd Nov 2017. You can add all your holidays.


Once these two time segments are created then relate both the time segment under business entity.


D) Customization:

Create a custom filter on HPD:Help Desk on submit action.

There is no run if qualification.

There is one  set field action:

$PROCESS$ Application-Bus-Time2-Assoc-Add $DATE$ 154800 1 "" "" -e  "AGGAA5V0GSUPZAOZTQ0HOYX28RYQ3B"


154800 - We have selected the end time as 7PM in the evening for next day end of business (60*60* (24+19))

You can change the value based on end time of next day.

For example, if your end time is 5 PM then it would be (60*60* (24+17)) = 147600


AGGAA5V0GSUPZAOZTQ0HOYX28RYQ3B = this is entity id of business entity - Weekend/Holiday


How to find this id?

Open the form "Business Time Shared Entity" in mid tier:


search for Entity Title with your entity title : Weekend/Holiday

Copy the value of Entity ID to put in run process.


Screenshot of custom filter:


E) Testing:

Submit a new incident to test the configuration/customization:


After submit, reopen the incident:


Due to different timezone issue, there is gap of 1 hour with my client.

But you will notice that it has skipped the date 23rd Nov and selected the end of business for next day.

Same it will skip of weekend.


Please find attached a copy of def file.




Filter Blog

By date:
By tag: