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As we continue to evolve our Smart, Beautiful and Powerful Remedy 9 platform we are excited to announce our new Service Management Smart Reporting app for iOS and Android along with e-signature enhancements for the platform and several new capabilities to improve Service Desk productivity. Read on for more detail:


Remedy 9.1 SP1


Mobile Smart Reporting

The new Service Management Smart Reporting App for iOS and Android gives users access to reports, charts and dashboards on the go:

• Pan, zoom and drill down using standard gestures

• Use advanced filters to slice and dice data

• Launch the app directly from the Smart IT app


Data access and privacy enhancements

Several new enhancements to the new Remedy SSO app and other data privacy improvements:

• E-Signatures can now leverage the new Remedy SSO double authentication feature

• Light-weight Remedy SSO web app now supports Kerberos, CAC/PIV certificates, LDAP with SASL based authentications

• Assignment menu privacy features now extended to task management, change management, release management, activity and SRM / work order forms and templates

• UDM and on-boarding wizard enhanced to support hierarchical groups (first introduced in Remedy 9.1)


Platform enhancements

Other key highlights including customer-driven enhancements:

• Enhanced install pre-checkers for on premise customers to eliminate install failures by ensuring the correct configuration of system and app parameters

• Improved functionality of decision trees

• Improved change approval performance for large count of CIs and impacted areas

• Related Incidents are now closed/resolved when original Incident is closed/resolved


Smart IT 1.5


Drag-and-drop Task management

Create, modify and reorder tasks from the web browser UI or mobile apps.

• Improved display of task sequence and task grouping

• Modify task sequence easily via drag & drop

• Supported on web, iOS and Android for Incident, Change and Work Order ticket types


E-signatures in Smart IT

Now available in Smart IT for Change and Knowledge approvals:

• Supported for web browser and iOS / Android apps

• Leverages Remedy SSO double authentication feature

• Enables compliance with regulations such as CFR21 part 11


Service Desk productivity enhancements

New features designed to improve the productivity of service management users:

• ‘Assign to me’ accelerator makes it faster to take ownership of tickets

• Create detailed knowledge articles from incident tickets with auto-population of ticket detail and meta-data

• Create emails and attach knowledge articles from Smart IT web and mobile apps

• Attach files from Dropbox, Box, Google Drive, MS OneDrive and iCloud Drive to Change Requests, Incidents and Knowledge articles.

• New optimized print view enables tickets to be quickly printed from the web browser UI

• Use mobile barcode scanning on iOS or Android devices to add serial numbers to existing assets.


Other UX Enhancements

• New slim line web UI optimizes screen real estate

• Hebrew localization including right-to-left screen layout



Thank you for your continued support of the Remedy family of products and we look forward to updating you on more innovative product enhancements in the coming months.


Kind regards


The Remedy team