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Remedy ITSM

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

This month, we cover the following topics:

New survey on BMC Helix on-premise deployment expectations

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

Replacement of remaining Adobe Flash capabilities in Remedy

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

End of Basic Authentication for Microsoft Exchange Online

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

New Remedy training

The following training is available from BMC Education:

Upcoming and recent webinars

July
August
September

 

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

Additional resources

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

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

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

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

 

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

 

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

 

The building blocks that enabled this tremendous accomplishment are

 

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

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

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

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

> End to end deployment pipeline leveraging Ansible playbooks.

 

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


Congratulations Team. Looking forward to the evolution of ITSM upgrades

 

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

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

 

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

 

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

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

 

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

 

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

 

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

 

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

 

Best regards,

 

 

Peter Adams

Sr. Director, Product Management

BMC Software

 

 

Remedy AR System   CMDB

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

This month, we cover the following topics:

BMC Digital Workplace 20.02 Patch 1 has been released!

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

Remedy versions going into Limited Support

The following product versions go into Limited Support in June:

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

Consider upgrading to our latest version, which is 20.02.

Microsoft Internet Explorer (IE) 11 deprecation

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

Videos and other information to get started with BMC Client Management

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

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

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

Upcoming and recent webinars

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

 

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

Additional resources

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

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

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

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

 

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

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

 

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

 

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

 

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

 

Check out these links to register and for more information:

 

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

 

BMC Helix ITSM / Remedy ITSM user experience beta program

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

 

Discovery 20.02 (v12.0) release

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

 

Highlights include:

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

 

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

 

Be aware that the following features have deprecated support:

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

 

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

 

Troubleshooting guides

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

 

Smart IT

 

BMC Digital Workplace

 

Remedy platform and applications

 

Upcoming and recent webinars

Register and join us for some of our upcoming webinars:

 

May

June
July

 

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

 

Additional resources

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

Connect with Remedy webinar series information

Remedy and Discovery YouTube channel (Subscribe Now!)

What's New In Support

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

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

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The world is quite a different place right now, and BMC wants to help you navigate some of these new challenges. This month, we cover the following topics:

 

Note: For COVID-19 response resources from BMC, see https://communities.bmc.com/community/covid-19.

Tools to support your organization working from home during the COVID-19 pandemic

During the current crisis, much of your organization might be required to work from home. People who are not used to working remotely can face more challenges than usual, but you can provide tools to help them solve problems on their own or more easily get in touch with the service desk.

 

BMC Digital Workplace provides a modern self-service platform and a service catalog. As shown in the following diagram, you can place BMC Digital Workplace in your DMZ so that employees can access it without getting on the VPN.

DWP_Deployment_Architecture19.11.png

This approach can help employees who run into issues accessing the VPN. They don't need to be on the VPN to find knowledge articles about how to access the VPN, or to file a ticket to request access or report an issue. For more information about this deployment, see High availability deployment for production (in the product documentation) and Reducing the load on your VPN when shifting Digital Workplace to a remote workforce (a Communities post).  If you're just getting started, take a look at this configuration example of replacing the Request Entry Console in BMC Service Request Management.

 

BMC Digital Workplace can help in other ways during this COVID-19 crisis. For example, you might create a bundle of offerings for remote employees who need a specific set of equipment (for example, VPN access, video and audio conferencing equipment, and a hotspot WiFi device). With the external users feature, a municipality might offer services such as prescription or grocery delivery to seniors and immunocompromised residents.

 

BMC also offers products that can improve communication between your employees the help desk. Some users prefer a chat interface—perhaps even more when practicing social distancing. With BMC Live Chat, end users can chat with service desk agents. From the Live Chat portal, end users can start a chat, as shown in the following screenshot.

Live Chat Portal.png

Agents can then chat through Smart IT. From the chat conversation, an agent can create a new incident request or update an existing request. For more information about BMC Live Chat, see the Live Chat documentation.

 

Another product, BMC Helix Chatbot, helps users self-help and submit requests. BMC Helix Chatbot integrates with both BMC Helix Business Workflows and BMC Digital Workplace Advanced. For more information about BMC Helix Chatbot, see this Orientation topic in the documentation or watch the Connect with Remedy Helix Chatbot webinar.

 

For information about integrating either chat application with BMC Digital Workplace, see Integrating BMC Digital Workplace with a BMC chat application.

 

Remedy ITSM and Helix ITSM can also help your company manage the new challenges we face. Due to the shift in employees working remotely, you may have an influx of emails to your support centers . In addition to handling approvals by email, Remedy ITSM and Helix ITSM can record and update incidents and work orders by email. If you haven't yet set up these capabilities, see Record creation and updates by email and Configuring email-based approvals. For a solution, read Handling an Influx of Help Desk Emails or watch the 5 1/2-minute video Handling an Influx of Help Desk Emails.

 

Through technology, BMC wants to help you meet the needs of your customers and employees.

COVID-19 Response: All BMC Education Courses Available Online

As the world is experiencing the increasing impact of the COVID-19 virus, we recognize that our customers, partners, and employees are being challenged in new and extraordinary ways. We want to help you continue learning and expanding your expertise. See our post on Communities to learn how BMC Education is responding to our customers' needs.

BMC Helix ITSM / Remedy ITSM User Experience Beta Program

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

Remedy Version Support Dates

The following Remedy versions are nearing a change in support status. You can see version support status for all recent versions here.

VersionSupport StatusRelease DateFull Support End DateEnd of Support Date
9.1.03Full Support8-Jun-178-Jun-208-Jun-22
9.0.01Limited Support27-Aug-1530-Apr-1830-Apr-20
9.0.00Limited Support30-Apr-1530-Apr-1830-Apr-20

SAP Crystal Reports Viewer removed from Remedy AR System

With the announcement of the product obsolescence of BMC Analytics on March 30, 2020, BMC had also announced that SAP Crystal Reports Viewer integration with Remedy AR System (Remedy Mid Tier) is withdrawn. Starting with the obsolescence date (March 30, 2020) of that integration, BMC does not support this integration and BMC is no longer contractually entitled to distribute the SAP Crystal Reports Viewer software. BMC has already removed the SAP Crystal Reports Viewer software from Remedy AR System 20.02. As of March 30, 2020, BMC also replaced older versions of the Remedy AR System installers available on the BMC Electronic Product Download (EPD) site with versions without SAP Crystal Reports Viewer files, or removed older, unsupported versions of Remedy software. If you have configured the integration with SAP Crystal Reports Viewer, your existing Remedy AR System installation is not affected. However, if you perform a new installation of Remedy AR System (Remedy Mid Tier), Crystal Reports Viewer files are not available. For more information about the removal, see the Removal of SAP Crystal Reports Viewer from Remedy AR System Communities blog. For reporting purposes, we recommend that you use Remedy Smart Reporting or BIRT (Web) report with Remedy Mid Tier.

Upcoming and recent webinars

Webinar

Date
RSSO Kerberos Configuration Best Practices & TroubleshootingApril 8
Archiving Best Practices & TroubleshootingApril 22
Smart Reporting: Best Practice Basics for Building ReportsMay 6
Smart Reporting: Best Practices for Advanced Report CreationMay 20
Mid-Tier & Tomcast Best Practice Configuration for PerformanceJune 10
RSSO Multi-Tenancy Configuration Best PracticesJuly 15

 

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

Additional resources

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

Connect with Remedy webinar series information

Remedy and Discovery YouTube channel (Subscribe Now!)

What's New In Support

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

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With every feature release we deliver a set of enhancements that are based on ideas from our customer community. Now that the BMC Helix ITSM / Remedy ITSM 20.02 feature release is fully available, I'd like to summarize which ideas are addressed in this release. Please note that this summary includes ideas that were delivered to SaaS customers already as part of the 19.11 release.

 

The number of ideas addressed in 20.02 is certainly not as high as with previous feature releases. As discussed in our recent Connect with Helix ITSM / Remedy webinar about the 20.02 release, the product team has used a significant portion of the R&D capacity to further improve our security processes, to proactively update a number of 3rd-party libraries, and to significantly extend our test automation scope.

 

The following ideas have been delivered with version 20.02:

 

ITSM Applications

Quicker way of finding latest related incident of a knowledge article by Kent Sjölund

SmartIT: open ticket in new tab with middle mouse button by Alexander Schmidt

Remedy Smart Reporting - Change Default Role For User Syncronization Process by Rodrigo Mercado

 

AR System

Support WebHooks with BMC Remedy (e.g. for RocketChat integration)?  by Roland Bruegger

 

Smart IT

Show Approval History of Service Requests in Smart IT even after they got approved by Tamara Ehmoser and

Smart-IT Add Approval information to Activity Feed in Service Requests  by Markus Liebhold

I would like to see short direct URLs to entries (incidents, KB articles, ...) by Geoff Endresen

 

 

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

 

Peter Adams

Sr. Director, Product Management

 

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With the announcement of the product obsolescence of BMC Analytics on March 30, 2020, BMC had also announced that SAP Crystal Reports Viewer integration with Remedy AR System (Remedy Mid Tier) is withdrawn.

 

Starting with the obsolescence date (March 30, 2020) of that integration, BMC does not support this integration and BMC is no longer contractually entitled to distribute the SAP Crystal Reports Viewer software.

 

BMC has already removed the SAP Crystal Reports Viewer software from Remedy AR System version 20.02.

 

Your existing Remedy AR System installation is not affected if you have configured the integration with SAP Crystal Reports Viewer. However, if you perform a fresh installation of version 20.02 of Remedy AR System (Remedy Mid Tier), Crystal Reports Viewer files are not available.

  • When you perform a fresh installation of version 20.02, the Crystal Reports Viewer libraries are not included. However, the optional BOXI settings continue to appear on the installation screen.
  • When you upgrade to version 20.02, the Crystal Reports Viewer libraries that are already installed in the previous version are still available.
  • In the previous versions, if you have installed Crystal Reports by using the MidTierCombined.war or MidTierCombinedWithRSSOAgent.war file, and you upgrade to Remedy Mid Tier 20.02 by using the installer, the existing Crystal Reports integration will not work.
  • For Microsoft Windows, Remedy Mid Tier version 20.02 WAR file does not include the MidtierCombined.war file. It includes a Midtier.war file, without Crystal Reports Viewer.
  • Starting with version 20.02, the AR System ODBC driver is not available out-of-the-box. For information about manually configuring the AR System ODBC driver, see the knowledge article on BMC Communities, How to manually configure AR System ODBC drivers on 64-bit Windows Operating System?

 

For reporting purposes, it is recommended to use Remedy Smart Reporting or BIRT (Web) report with Remedy Mid Tier.

 

As of March 30, 2020, BMC will also replace older versions of the Remedy AR System installers available on the BMC Electronic Product Download (EPD) site with versions without SAP Crystal Reports Viewer files, or remove older, unsupported versions of Remedy software.

 

If you do not have a backup copy of the older versions of Remedy AR System you are currently using, we recommend that you download the required versions before March 30, 2020.

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Many of our customers have raised the question on how we can expose IT Service Management to the remote workforce.

 

High level steps

  1. Create Web Server in the corporate DMZ to ITSM solution
  2. Configure Single Sign On for the Web Server
  3. Complete User Testing of new Web Server with the ITSM solution
  4. Announce deployment of solution to your workforce

 

Architectural Diagram

ITSM @2x.png

Resources

 

Have a question, make a comment below

 

For broader picture, see COVID-19 Response Resources

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I am excited to share the addition of a brand new solution theme to BMC Helix Multi-Cloud Service Management (MCSM). With MCSM 20.02, you can now enable the prebuilt integration between Remedy IT Service Management (ITSM) and IBM QRadar Security Information and Event Management (SIEM) to create incidents in Remedy ITSM whenever an offense is generated in QRadar SIEM. After the incident is created in Remedy ITSM, the offense and incident are automatically updated to keep them in sync whenever they are changed. You can view the details of the offense in Smart IT, share notes between the offense and the incident, and also open the offense from the ticket details and activity notes section.

 

  • Automatic incident creation from TrueSight Operations Management events
  • Automatic change request creation and activity note sync from Azure DevOps
  • Automatic update of field values of mapped fields between Jira and Remedy ITSM
  • Update the state of Azure alerts automatically from Remedy ITSM incident

Screen Shot 2020-03-05 at 9.39.51 PM.png

 

Screen Shot 2020-03-05 at 9.40.51 PM.png

For more information on 20.02 enhancements:

20.02 enhancements - Documentation for BMC Helix Multi-Cloud Service Management 20.02 - BMC Documentation

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We have a lot of great information in this month's Hot Off the Press newsletter, so read on to get updates on the latest Remedy and Helix releases, some very important notifications and more!

This month, we cover the following topics:

Remedy IT Service Management 20.02 is now available

The 20.02 release delivers exciting new capabilities for Remedy. Some capabilities were delivered to Helix ITSM subscribers as part of the 19.11 release, and with the 20.02 release are also available on premise. Enhancements in this release include the introduction of webhooks to send real-time event notifications to external systems from the AR System server and new REST API endpoints to retrieve menu metadata. Remedy Full Text Search (FTS) and Multi-Form Search (MFS) support exact matches for quoted strings, thus bringing notable improvements in the search results. CMDB includes a graphical query builder for a search query. This release for Smart IT includes significant Ticket Console and UI enhancements to improve the display of tickets and latest published knowledge articles. Additionally, the enhanced version of Smart Reporting includes an option to track automation of work orders and visualize results in the Automation Dashboard. BMC Helix Multi-Cloud Service Management enables you to automatically create a Remedy ITSM incident when an offense is generated in QRadar SIEM. The Service Desk application and Smart IT now allow customers to manage these incidents as security incidents.

 

The Remedy 20.02 release includes many more additional product enhancements and fixes. For detailed information about the enhancements in this release and the list of issues that have been corrected, see the release notes for each component:For information on the Digital Workplace 20.02 and Helix 20.02 releases, see the release notes for each product.

Crystal Reports changes for Mid Tier 20.02

As of March 30 2020, BMC Software will no longer be licensed to redistribute the Crystal viewer libraries with the Mid Tier installation. Beginning with Mid Tier version 20.02, neither the Mid Tier war files nor the ARSystemSuite installer will install the Crystal viewer libraries that are required to integrate Mid Tier with Crystal Reports Server or with BOXI. For more information, see KA000186584. You might consider using Smart Reporting. For more information, see the Remedy Smart Reporting documentation.

SameSite cookie support for BMC products integrated with Remedy Single Sign-On

To help protect users from Cross-site Request Forgery, several browsers (such as Google Chrome version 80) are starting to enforce default cross-site cookie settings or are changing the way cross-site cookies are handled. Remedy Single Sign-On uses cookies to ensure that your users are able to seamlessly access all integrated applications. As browsers implement changes to their default SameSite attributes, cross-site cookie requests will not be sent. As a result, your users will be prevented from accessing your applications. To continue to use Remedy Single Sign-On with newer browser versions, you must do the following:

  • Use the secure HTTP (https) protocol for all of your applications.
  • Upgrade to Remedy Single Sign-On 20.02.
  • Set the following configuration options in Remedy Single Sign-On:
    • Enable Secure Cookie
    • Use Cross Site Cookie

 

For instructions, see Configuring settings for Remedy SSO server.

 

Note: If you subscribe to BMC Helix (SaaS), no action is required. BMC will update your configuration.

 

For more information about SameSite cookies and browser enforcement, see this Chromium blog post and this web.dev article.

Upcoming and recent webinars

Register for webinars, if you can attend them live. The following webinars are happening in March:

After the webinar, you can watch the recording. Recordings are available for all of the following recent webinars:

Additional resources

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

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

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

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Welcome to our February newsletter!

This month, we cover the following topics:

Planning to upgrade to BMC Service Request Management 19.08? Make sure to get the latest cumulative hot fix

If you are planning to upgrade to BMC Service Request Management 19.08, contact BMC Support and ask for the latest cumulative hot fix. For details of the issue addressed, review the related Knowledge Article.

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

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

Blog posts from Support

Every month, Support writes blog post in BMC Communities.  Read our recent blog posts:

Recent webinars

Check out our most recent webinars:

Additional resources

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

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

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

Peter Adams

ITSM Beta Program Plans

Posted by Peter Adams Moderator Jan 15, 2020
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Something new and exciting is in work for the AR System platform and ITSM solution, as we look at improving our ITSM user experience and giving customers more flexibility in tailoring and extending our ITSM UI (Smart IT). I can't share a lot of details right now, but you'll soon have an opportunity to learn more about this.

 

We plan to start a fairly extensive beta program in the March/April time frame for a first release of this capability with our Aug release cycle. Please stay tuned for the official beta program announcement. I always recommend to follow the BMC Customer Programs (Beta Program) page, so that you get proactively notified about all new beta programs.

 

Thanks,

 

Peter Adams

Sr. Director, Product Management

Remedy and BMC Helix ITSM

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Happy New Year and welcome to the first Hot Off the Press newsletter of 2020!

This month we cover the following topics:

Plan for upcoming product support dates

If it's been a while since you last upgraded Remedy IT Service Management or Remedy with Smart IT,  be aware that some versions will reach End of Support or Limited Support this year.  Support dates for all products are located on BMC Support Central here.

 

Product

VersionSupport dateSupport status
Remedy IT Service Management Suite9.0.00April 20, 2020End of Support
Remedy IT Service Management Suite9.0.01April 20, 2020End of Support
Remedy IT Service Management Suite9.1.03June 8, 2020Limited Support
Remedy with Smart IT1.6.00May 31, 2020End of Support
Remedy with Smart IT18.05June 18, 2020Limited Support

 

Version 19.08 is the most recent on-premises release for Remedy IT Service Management and Remedy with Smart IT.  You can find more information about this release here.

Proactive Service Resolution

Check out our webinar Reactive to Proactive: End-to-end Service Management on January 15, 2020 10:00am Central Time. You can register for the webinar ahead of time. Or if you miss the live session, you can watch the recording. In this session Darius Wallace covers how you can move from Reactive to Proactive with End-to-End Service Management, and what it means to go beyond just being more proactive.  Darius reviews tangible steps to take and approaches that connect knowledge of your environment all the way through the operations/governance side, so that you can get in front of problems before they happen and prevent your end users from experiencing outages.

Troubleshooting issues with deploying packages

To help reduce the effort of collecting the right logs, we developed Troubleshooting Guides to walk you through enabling the necessary debug logs and identifying the information to collect after the problem has been reproduced. There is a guide for each of the major problem areas encountered with Deploying Packages. These guides include the top knowledge articles (KAs) and videos for Deploying Packages. Check out our latest Troubleshooting Guide on Deployment Packages in our online documentation:


Upcoming and recent webinars

Register for webinars, if you can attend them live. The following webinar is happening soon!

After the webinar, you can watch the recording. Recordings are available for all of the following recent webinars:

Additional resources

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

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

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

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