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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 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

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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).