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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