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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