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Remedy ITSM

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Welcome to the October 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:

Hot fix for BMC Digital Workplace and Smart IT security vulnerability

BMC Software has identified an unauthenticated Remote Code Execution security vulnerability CVE-2019-16755 (CVSS v3 score 10.0) in BMC Digital Workplace and Remedy with Smart IT. For further details, including affected product versions, prerequisite patch levels, and access to the fixes, see our BMC Communities post.

Recent and upcoming webinars

Keep an eye on our schedule of upcoming webinars. The following webinars are planned for October:

 

If you miss a webinar, you can always catch the recording later.

 

The 19.08 Release Features webinar covers the exciting new capabilities introduced with the 19.08 release. Learn about delivering a world-class user experience for ITSM, creating new customer value as part of BMC’s Cognitive Service Management strategy, our new REST API capabilities and many other new capabilities.

 

Check out our recent Smart Reporting webinars:

  • 19.02 Smart Reporting Overview webinar covers newly introduced capabilities. Freehand SQL in AR JDBC enables building complex reports. Assisted insight helps Smart Reporting users learn 'why.' Stories help everyone gain insights from your data.
  • Smart Reporting: Performance Best Practices webinar provides an overview of the architecture and sizing, best practice configuration setting for optimal performance including cluster configuration, and review the benefits of a replicated database architecture for performance.

Troubleshoot issues with Approval Server

We have new information to help you troubleshoot issues with Approval Server:

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

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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If you like to learn all the machine learning capabilities available today with ITSM, this is your source to see them in action.

 

 

I would appreciate your comments and feedback!

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BMC Software has identified an unauthenticated Remote Code Execution security vulnerability CVE-2019-16755 (CVSS v3 score 10.0) in BMC Digital Workplace and Remedy with Smart IT.

BMC Digital Workplace 3.x and 18.x releases, associated service packs, and patches are affected by this vulnerability. No action is required if you are using BMC Digital Workplace 19.02 or later.

Remedy with Smart IT 1.x, 2.0, 18.05, 18.08, and 19.02 releases, associated service packs, and patches are affected by this vulnerability. No action is required if you are using Remedy with Smart IT 2.0 Patch 2 or Remedy with Smart IT 19.08.

No action is required for SaaS customers. This refers to Remedy as a Service (RaaS), Helix ITSM, or BMC Helix Digital Workplace.

 

Hot fix available
A hot fix is currently available for all affected versions of BMC Digital Workplace and Remedy with Smart IT. BMC strongly recommends that customers apply this hot fix.

The hot fixes for the affected versions are available at the following links:

For version 3.3 or earlier, you must upgrade to version 3.3.02 before applying the hot fix.

For versions 1.4 or earlier, you must upgrade to version 2.0 Patch 2. Please contact BMC Support if you require a fix for versions 1.5, 1.5.01, or 1.6.

 

Upgrade required for Remedy with Smart IT?

  • Remedy with Smart IT 18.05 requires an install of Patch 5 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 18.08 requires an install of Patch 1 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 19.02 requires an install of Patch 1 prior to applying the security vulnerability hot fix.

 

Upgrade required for BMC Digital Workplace?

  • BMC Digital Workplace 3.3.02, 3.4.00, or 3.5.00 do not require any upgrade, you can directly apply the security vulnerability hot fix.
  • BMC Digital Workplace 18.02, 18.05, 18.08, or 18.11 do not require any upgrade, you can directly apply the security vulnerability hot fix.

 

Thanks to Jerome Nokin for responsibly disclosing this vulnerability.


Best regards,

John Weigand
R&D Program Manager
BMC Software

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On Aug 22, BMC announced general availability of the new Remedy ITSM 19.08 feature release with new versions of the following solutions components:

  • Remedy Platform 19.08  (incl. AR System, CMDB)
  • ITSM Applications 19.08  (incl.  Service Desk, Change Management, Knowledge Management, Asset Management, Service Request Management, Service Level Management, Virtual Chat, and Smart IT UI)
  • Smart Reporting 19.08
  • Single Sign-on 19.08

 

The software for new Remedy ITSM version 19.08 is generally available for download via EPD for on-premise use. For SaaS option, the equivalent BMC Helix ITSM 19.08 release can be requested now from BMC by our SaaS customers.

 

This set of product / component releases is complemented by releases of BMC Helix Multi-Cloud Service Management 19.08, BMC Helix Cognitive Automation 19.08, BMC Helix Chatbot 19.08, BMC Helix Business Workflows 19.08, BMC Helix Platform 19.08, and BMC Digital Workplace 19.08, which are integrated with Remedy / BMC Helix ITSM to deliver the industry's most comprehensive Cognitive Service Management capabilities.

 

As with previous feature releases, I'd like to share information about some of the key enhancements of the 19.08 feature release with you and give a bit of context about these enhancements. It is not meant to be a 100% comprehensive list or a detailed discussion of each enhancement, but rather should serve as an overview of the key enhancements and values that have been delivered in this release cycle, and as a launch point to doc pages which provide additional detail. For a complete overview of all enhancements delivered in version 19.08, please review the Remedy ITSM 19.08 Release Notes page. I also recommend that you review the recording of the  Connect with BMC Helix ITSM and Remedy - 19.08 Feature Release Webinar  from September 18, 2019, to get further insights into the new capabilities of the Remedy 19.08 feature release. The webinar included a live demo of many of the new features mentioned here.

 

 

Key Release Themes of 19.08 Feature Release

With this 19.08 release cycle for Remedy / Helix ITSM, BMC is introducing a number of major new User Experience enhancements for various personas, reflecting our continued commitment (and investment) to deliver the industry's best UX for IT Service Management. More and more, cognitive technologies play a part in delivering a great user experience, and we continue to build out cognitive use cases in each release. The UX enhancements are mostly part of Smart IT and the new CMDB UI, but we also introduce a new channel of interaction via MS Teams, and we made some minor improvements in the mid-tier UI.

 

With version 19.08, BMC is also introducing a number of new operations and administration focused enhancements that help lower the cost of operations of the ITSM environments. For the first time in quite a while, we are adding support for an additional DB platform - PostgreSQL and Amazon Aurora.

 

 

ITSM User Experience Enhancements

With version 19.08, BMC is introducing a number of new workspaces in Smart IT and CMDB UI. These "big rocks" have been in work for a while and transition some of the user interactions that were previously only covered in the legacy UI over to the new user experience.

 

ITSM Change Calendar

Having a new ITSM calendar available in the Smart IT user experience was one of the highest voted ideas in the Remedy ITSM community. With version 19.08, we have finally been able to deliver this.  The process to develop a new calendar started quite a while ago, with extensive period of user research. We wanted to make sure we understand the challenges that users see with the legacy calendar in the mid-tier ITSM UI, and address many of those challenges. The new ITSM calendar is seamlessly embedded within the Smart IT user experience, and delivers monthly, weekly, daily view of scheduled change requests, releases, business events and outages. In addition, there's also a list view, which is helpful, if you have to review a long list of change request. Easy filtering options (e.g. by risk or status) allow users to reduced the amount of information visible on one screen. For each change request or release, users can see a high-level summary of the corresponding ITSM object, but they can also drill down into the standard Smart IT profile view for change requests and releases.

ITSM Calendar.png

 

Live Chat Workspace

The new live chat workspace in Smart IT is delivering a new user experience for Service Desk agents and other users who are responding to customers' live chat requests. Even with a powerful chatbot solution like BMC Helix Chatbot, live chat capabilities are very important, because chatbots usually do not cover all situations in which a customer may want to engage with the Service Desk, and thus users need to have an option to transition over from a chatbot interaction to a live chat interaction. The design of the new Live Chat workspace picks up many of the design ideas from Smart Recorder. For example, as a SD agent chats with the customer, they see the same 360-degree customer info and they also see contextual information like outages or knowledge articles. Unlike previous versions, it is now also possible to create work orders from live chat interactions, not just incidents, and it is possible to use existing ITSM application templates. By the way, the new live chat interaction - though it shows as fully integrated within the Smart IT UI - is built as re-usable widget, as we plan to offer the same live chat user experience to BMC Helix Business Workflow customers who want to setup a live chat option for HR, Facilities or other non-IT Service Desk interactions.

Live Chat.png

New Class Manager UI

The most significant enhancement for the new CMDB UI is the new Class Manager. It allows configuration managers and CMDB administrators to browser the hierarchy of classes in the common data model, to view details of the classes and attributes, and to expand the model by adding additional classes and attributes. New new user experience makes it super easy to understand, which attributes of a class are inherited and which ones are defined as part of a specific class. The new class manager UI also is an easy way to review the minor changes in the common data model (CDM) that BMC has made to reflect industry trends in technology.

CMDB class manager.png

 

Cognitive-support collaboration for IT users in MS Teams

BMC has been talking about omni-channel support options for customers for quite a while, and we offer now a long list of channels for interactions with the Service Desk. With the 19.08 release, we are now expanding the omni-channel UX strategy also to IT users. IT users like Service Desk agents can now interact with the Remedy ITSM system from within MS Teams. The idea is similar like ChatOps, where users can trigger operations actions (e.g. a server restart or deploying a new build of the SW) from within a collaboration tool - without having to switch over to a different UI. The same is possible now for ITSM actions - e.g. to update an incident or to review a knowledge article. This is specifically helpful for collaboration scenarios that involved IT users who are usually not logging into the ITSM UI, e.g. developers or technology specialists. The triggering of ITSM actions is supported by BMC Helix Chatbot, which allows to triggers such action not only via formal command, but also via natural language. This is one of the first use cases for the BMC Helix Chatbot outside of customer support. More to come in this area.

Chatops.png

 

 

These are just the top 4 user experience enhancements of the 19.08 release. Other UX enhancement worthwhile to mention are:

 

 

Lower Cost of Operations and Administration

The second major theme of the 19.08 release is our focus on helping customers reduce operations and administration costs. Whenever we talk about operations costs, it's a good opportunity to remind everyone about our BMC Helix ITSM offering, which enables our customers to leverage the full power of our market-leading ITSM solution without the costs for infrastructure, security processes, operations (archiving, maintenance, ...) and most importantly for upgrades. Still, we know that many of our customers use ITSM via the on-premise SW deployment option, and BMC continues to invest into improvements to operate such on-premise deployment efficiently.

 

 

Low-cost Database Options (PostgreSQL and Amazon Aurora)

For the first time in quite a while, BMC is introducing a new database option for on-premise deployments - with PostgreSQL and Amazon Aurora (for deployments in AWS). Running the Remedy platform and the ITSM solution with such a database will help save DB licensing costs for customers.

 

Outbound REST API Consumption

While it has been possible in earlier versions to invoke external REST APIs from within Remedy workflow, this capability has now been made a lot easier by fully supporting it as part of core product. Developers can now define within Remedy DevStudio when and how to call an external REST API, and how to use the results. Information from the Remedy system can be passed into the workflow and the results can be used in subsequent workflow activity.

 

Smart Reporting - Real-time User Sync

With the 19.08 release it is now possible to synchronize the Remedy user records in real-time with the Smart Reporting system. This ensures that new users can immediately work with Smart Reporting.

 

These are just some of the operations / administration-focused enhancements in the 19.08 release. Other platform-focused enhancement worthwhile to mention are:

 

 

Other Noteworthy Enhancements

Version 19.08 introduces a few other noteworthy enhancements that i want to mention here:

  • BMC continues to build out its cognitive capabilities for the ITSM suite. In the 19.08 release, we expand beyond Service Desk centric use cases (auto-categorization, inbound email analysis) - which have been our focus so far - towards other ITSM processes. In version 19.08, you can use the BMC Helix Cognitive Automation microservice to automatically get cognitive recommendation for risk levels of new change requests and for potential root causes of new problem investigations.

risk recommendation.png

  • Expanded Use Case List for BMC Helix Multi-Cloud Service Management: with the 19.08 release it is now possible to integrate with Microsoft Azure Alerts to auto-generate incidents from specific alerts - as defined in the Alerts policies. This ITOM integration is a new use cases, expanding the existing list of use cases like Ticket Brokering, DevOps, and Ticket Consolidation.

Screen Shot 2019-09-22 at 3.38.08 PM.png

 

 

Summary

 

As you can see, BMC has introduced a number of enhancements as part of the 19.08 release. It shows our continued focus on the ITSM suite as flagship product of BMC and a continuous investment into the solution to maintain our ITSM market leadership. This market leadership was just recently confirmed by Gartner in the 2019 ITSM Magic Quadrant report, and in the corresponding Gartner ITSM Critical Capabilities 2019 report, where Remedy ITSM / Helix ITSM had a clear #1 position for Advanced-Maturity I&O and Digital Workplace use cases.

 

I'd like to use this opportunity to thank the entire BMC product team for their hard work on delivering this release in time and with high quality. And I'd to thank everyone who's actively engaged in the BMC Communities. The Remedy community spaces - Remedy ITSM, Remedy AR System and CMDB - are the most active spaces in the BMC Communities, delivering immense value to the entire Remedy customer base and to BMC. Your contributions help to make this such a great place to hang out. Please note that BMC recently introduced a new community space BMC Helix, which focuses specifically on our Service Management solutions delivered as a Service (SaaS).

 

Special thanks also to the community members who have contributed ideas that we have implemented in this 19.08 release cycle. Looking forward to continue working with you on making sure that Remedy remains the leading ITSM solution and platform in the market.

 

And last but not least, if you like what we are doing, please send us positive feedback via the new in-app survey mechanism.

 

Peter Adams

Sr. Director, Product Management

Remedy

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I'm looking forward to the inaugural BMC Helix Immersion Days 2019 event and the opportunity to engage with our customers and partners about the latest service management innovations delivered by BMC. Join us at this event to get insights from the leaders of BMC's service management product organization.

 

I'm going to deliver two sessions at the event. Each session is repeated on the second day, in case there is a conflict with other parallel sessions:

 

BMC Helix ITSM / Remedy ITSM: What's New and What's coming

Join the ITSM product management team for an overview of key enhancements delivered in the last two releases of the ITSM Suite. This includes information about improvements in the ITSM user experience (Smart IT), about extensions to core ITSM capabilities, and about improvements in the Remedy platform to reduce cost of operations and to simplify administration & integration. In the second part of the session we'll provide an update about BMC's strategy & roadmap for ITSM, incl. a preview into the exciting new capabilities that are planned for the future.

 

Adapting IT Service Management for the DevOps era: Swarming, ChatOps, and other new ways of thinking and working in IT

ITIL 4 is introducing a number of new practices for ITSM, which originate in the DevOps / Agile / Lean IT community. Doing ITSM in the DevOps era is more than just integrating ITSM tools with Agile SW Development tools - new concepts like collaboration, team autonomy, or reducing 'work in progress' can also be applied to ITSM activity, resulting in new practices like Swarming or DevOps. Join this session to learn more about these latest ITIL 4 practices and how to implement them in BMC Helix ITSM and Remedy ITSM.

 

Full Event Schedule: https://whova.com/web/bhid_201909/

 

going to Immersion-Days.jpg

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Welcome to the September 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 Immersion Days

Join us and discover how cognitive service management is imperative for your service management strategy. Sessions will include customer case studies and hands-on solution labs. You’ll gain a clear understanding of key service management issues and shared experiences from the industry professionals who have been there. Register Today!

Remedy and Helix 19.08 releases are now available!

The BMC Helix and Remedy 19.08 releases deliver exceptional new features and enhancements. With the Smart IT in-app self-help, you can start guided assistance, access links to help topics, and watch videos relevant to where you are in the product and the work you are doing.  Also in  in Remedy IT Service Management 19.08, the new ITSM calendar in Smart IT gives you an overview of changes and other events.

Calendar.jpg

In BMC Digital Workplace 19.08, Service provider mode allows service providers to manage multiple customers. In BMC Helix Chatbot 19.08, artificial intelligence enhancements  provide cognitive routing of chats and cognitive summarization capabilities. BMC Helix Platform and BMC Helix Integration Service 19.08 now provide the ability to create a content package to apply customizations and transform data types. And BMC Helix Business Workflows 19.08 now allows a user to view and add related cases and people from within a case.

For a live update on the many features in the ITSM 19.08 release, join the product management team at the ITSM 19.08 Feature Release Webinar on Wednesday, September 18, at 10 AM CDT.

New offerings for Helix Premier Success

BMC Helix Premier Success provides BMC Helix customers with a multi-tiered, customized level of technical support. This personalized level of service comes with a solid focus on providing the right level of guidance to help find issues before they occur, as well as helping customers maximize the value they receive from BMC Helix. See the  Datasheet  for more details about this service.

Catch up on recent webinars and how-to videos

Smart Reporting is always a popular topic. Check out our latest webinars:

Pick up performance advice for your Remedy ITSM solution from our recent webinars:

Don't have time for a webinar? Our How-to Videos playlist includes over 90 videos, most of them less than 5 minutes long.

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

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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20/20 DevOps for Multi-Cloud with BMC Helix Multi-Cloud Service Management 1908!!!

 

2020 is just around the corner but you do not need to wait for 20/20 capabilities because we are shipping them now with BMC Helix Multi-Cloud Service Management 1908.

 

The development teams and IT operations teams of most organizations use different tools to manage and track their efforts. This disparity in tools presents a challenge to implementing DevOps practices across an organization. BMC Helix Multi-Cloud Service Management aims at addressing the challenge of integrating tools used by the IT operations teams and those used by development teams.

 

When organizations utilize services from multiple vendors, managing incidents across multiple ticket management systems presents a challenge to effective service management. BCM Helix Multi-Cloud Service Management facilitates efficient service management by integrating Remedy IT Service Management (ITSM) with cloud service providers (for example AWS, Salesforce etc.).

There is plenty to brag about in the release, but I would like to highlight-

 

  • Pre-built integration between Microsoft Azure Monitor and BMC Helix ITSM
  • Collaborate between Remedy ITSM and Azure DevOps work item
  • Share attachments with Jira Service Desk

 

 

 

Need more information on BMC Helix Multi-Cloud Service Management?

Product page on BMC.com: Multi-Cloud Service Management - BMC Software

Product Documentation: https://docs.bmc.com/docs/multicloud

Please feel free to reach out if you have any additional questions.

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BMC Software announces the 19.08 release of Remedy IT Service Management Suite.

 

The 19.08 release delivers some exciting new capabilities for Remedy that include an ITSM calendar, a workspace to support customers via chat (Live Chat), and embedded self-help to navigate the UI using guided walkthroughs. As IT users, you can use Microsoft Teams for a ChatOps-type collaboration between agents. CMDB provides an enhanced Class Manager and CMDB Explorer from where you can navigate and understand the CIs. You can use the enhanced version of Remedy Smart Reporting to automatically share common content across multiple tenants. You can also optimize row-level security performance, use a new option to consume external REST APIs in the Remedy AR System platform, and benefit from the enhancements related to launchpad in Remedy Single Sign-On. In addition, the 19.08 release continues to improve on Remedy product quality and performance.

 

Smart IT 19.08 highlights

 

Ability to use Microsoft Teams for ChatOps-type collaboration between agents
You can use ChatOps to interact with other agents and experts, provide assistive behavior, and respond to commands and natural language requests. This enables you to get more information about the ticket and perform actions without having to switch context from the chat channel. This ensures more efficient issue handling and acts as an ideal platform for new ways of working such as Intelligent Swarming.

 

Introducing ITSM calendar
You can use the ITSM calendar to get an overview of the change and release tickets, business events, and outages.

 

Introducing Live Chat workspace
As support agents, you can use Live Chat to chat with self-service users to resolve issues, and create incidents and work orders directly from the chat. Live Chat enables you to escalate the user's issues to support agents seamlessly.

 

Introducing self-help
You can use embedded self-help with guided assistance to navigate the product and to actively complete tasks. From the self-help pane, you can start guided assistance, link to help topics, and watch videos relevant to where you are in the product and the work you are doing.

 

 

Remedy ITSM Applications 19.08 highlights

Integrate custom Asset CI classes with the inventory without customization
You can easily integrate custom classes with the inventory information of a CI by automatically setting the location information of any CI.

Remedy AR System 19.08 highlights

Ability to call the third-party REST APIs in a Remedy application
As a developer, you can call third-party REST API or external REST API and Remedy-hosted REST API by using Remedy Developer Studio.

Support for the single sign-on option for Remedy Developer Studio
As a Remedy system administrator, you can enable Remedy Single Sign-On for a developer who logs in to the Remedy AR System server through Remedy Developer Studio.

Performance improvement by using Subquery algorithm
You can use the Subquery algorithm on a form to fetch results faster from the RLS-enabled fields.

Support for Exchange Web Service in Remedy Email Engine
You can choose a new protocol called Exchange Web Service (EWS) as the email server type while configuring your mailbox.

Remedy Smart Reporting 19.08 highlights

Real-time synchronization of Remedy Smart Reporting users
Whenever any user is added, updated, or deleted in Remedy AR System, that user record is automatically synchronized in real-time in Remedy Smart Reporting by the User Sync utility.

Ability to automatically share common content across multiple tenants
For multi-company onboarding, as a Remedy Smart Reporting administrator, you can import the out-of-the-box content and the customized public reports and dashboards across multiple tenants automatically, through a scheduled escalation, instead of manually importing the content individually for each tenant.

CMDB 19.08 highlights

Streamlined and enhanced Class Manager
You can use the streamlined and enhanced Class Manager to navigate and implement changes to the Common Data Model.

Impact simulations native in CMDB Explorer
You can use the CMDB Explorer as your one place to navigate and understand the CIs, as the functionality of the Atrium Impact Simulator is now natively a part of the CMDB Explorer.

Create end-to-end Atrium Integrator jobs natively in the Configuration Manager Dashboard UI
You can create end-to-end jobs and manage data stores in the Configuration Manager Dashboard UI.

Remedy Single Sign-On 19.08 highlights

OAuth 2 support for native clients
OAuth 2.0 authorization framework for third-party applications supports OAuth 2.0 for all types of native applications.

Enhancements to the launchpad functionality
You can display any application on the Digital Service Management page. Additionally, you can use the search and filtering options that have been implemented on the LaunchPad page in the Remedy SSO Admin Console.

System accessibility
Section 508 has been implemented for the Remedy SSO end-user facing pages, such as the Login page, Change passwords page, and so on.

BMC Helix Multi-Cloud Service Management 19.08 highlights

Pre-built integration between Microsoft Azure Monitor and Remedy IT Service Management incidents
As a Multi-Cloud tenant administrator, you can enable the pre-built integration to create incidents in Remedy IT Service Management based on alerts such as metric alerts, activity log alerts, and so on in Microsoft Azure.

Ability to share activity notes for the Remedy IT Service Management incidents
As an agent working in Remedy IT Service Management, whenever you add activity notes to an incident, the corresponding Azure DevOps work item gets updated with the activity notes and the author information.

Support for custom field types in JIRA
You can map custom fields created in JIRA, JIRA Service Desk, and Azure DevOps to the fields in Remedy IT Service Management.

Support for sharing attachments with JIRA Service Desk
As an agent working in Remedy IT Service Management, you can share attachments associated with an activity note of an incident with JIRA Service Desk.

Enhanced dynamic risk calculation
In risk management configurations, you can update the risk value and weightage of a CI from CMDB to calculate the risk level of a change request.

Downloading and installing version 19.08 of Remedy IT Service Management

This feature release is available for download from the BMC Electronic Product Distribution (EPD) site.

This 19.08 release continues to use deployment packages for the upgrade of Service Request Management, Service Level Management, and the other Remedy IT Service Management applications from version 18.05, 18.08, or 19.02. The use of deployment packages makes the Remedy IT Service Management applications upgrade process faster. If you are upgrading to version 19.08 from earlier versions (for example, version 9.1), you must use the upgrade installers to upgrade to version 18.05 and then apply the deployment package. The upgrades of Remedy AR System, CMDB, Smart IT, and Remedy Single Sign-On continue to be done via installers, directly to version 19.08. For more information, see Remedy Deployment.

Learning more about version 19.08 of Remedy IT Service Management

The Remedy 19.08 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.

 

BMC continues to invest in the containerization of Remedy, which today is available only as a part of BMC Helix ITSM (SaaS service), enabling you to use your cloud of choice (BMC Cloud, AWS, and soon Microsoft Azure) for the SaaS service delivery. For more information about BMC Helix, see https://www.bmc.com/helix.

Best regards,

 

Peter Adams
Sr. Director, Product Management
BMC Software

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Summer vacations aren't slowing down the great content coming to you in our August newsletter. Read on!

This month, we cover the following topics:

BMC Helix Immersion Days | September 16-18, 2019, Santa Clara Marriott

Join us and discover how cognitive service management is imperative for your service management strategy. Sessions will include customer case studies and hands-on solution labs. You’ll gain a clear understanding of key service management issues and shared experiences from the industry professionals who have been there. Register Today!

19.05 release feature highlights

The 19.05 releases provided significant enhancements across the Digital and Cognitive Service Management product lines. Here are some of the highlights.

 

DevOps integration for Azure DevOps Services in BMC Helix Multi-Cloud Service Management
You can integrate Azure DevOps Services with BMC Helix Multi-Cloud Service Management. With this integration, when you create an incident in Smart IT, an Azure DevOps work item is automatically created, and the converse. For more information, see BMC Helix Multi-Cloud Service Management 19.05 enhancements.

 

Improved web UI for better end-user experience in BMC Helix Chatbot
The BMC Helix Chatbot web UI works across all form factors. The progressive web UI includes new avatar for agents, better navigation for knowledge articles that are displayed in the chat window, and direct download of attachments from the knowledge articles. For more information, see BMC Helix Chatbot 19.05 enhancements.

 

Conditional execution of tasks in BMC Helix Business Workflows
As a case business analyst, you can define task sequences that are executed only if specific conditions are met. For example, you can define separate task flows for a full-time employee and a contract employee. The graphical task flow designer provides an easy method to add tasks, define conditions for task execution, and sequence them as required. Add tasks to the case template and define trigger conditions that trigger different task flow branches. For more information, see BMC Helix Business Workflows 19.05 enhancements.

 

Cognitive Search support in BMC products and for custom applications in BMC Helix Platform
The Cognitive Search Service is now included with the BMC Helix Platform for use in custom applications and other BMC products. You can perform cognitive search across BMC Helix Platform data and external data by using the natural language query. You can also use cognitive search to analyze data and handle data enrichment requests for data change events. For more information, see BMC Helix Platform 19.05 enhancements.

 

Validation utility for running Helix connector environment health checks in BMC Helix Platform Integration Service
BMC provides a command-line utility for running health checks. You can use this utility to determine if the environment for BMC Helix Connector Designer is set up correctly and to troubleshoot Docker-related issues. For more information, see BMC Helix Integration Service 19.05 enhancements.

 

Support for confidential questions in BMC Helix Digital Workplace Advanced
You can tag questions as confidential when you create questionnaires for services that originate from BMC Helix Business Workflows. This capability is useful while creating HR service requests that could contain confidential information. For more information, see BMC Helix Digital Workplace 19.05 enhancements.

 

Enhanced LDAP authentication in Remedy Single Sign-On
You can configure the LDAP page size and specify multiple Server Hosts for using LDAP in failover scenarios. For more information, see Remedy Singlie Sign-On 19.05 enhancements.

Remedy performance webinars

Missed our webinars about Remedy performance? You can check out the recording at your convenience.  Choose from any or all of the following webinars:

Remedy Developer Studio troubleshooting guides

Check out the latest troubleshooting guides that Support and R&D developed. The following links are are in the AR System version 18.08 documentation, but are also available for version 19.02:

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

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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I believe true innovation can only happen when you completely immerse yourself to understand the challenges customers go through every day.  Empathetic listening requires to “seek understanding” - to be in your “customer’s shoes” in order to be able to truly see, taste, hear, feel, and smell what they experience every day.   This is a story of true innovation.

 

I recently have had the privilege of bringing BMC Helix Multi-Cloud Service Management to market. Customers are able to effectively manage cloud services in a hybrid, multi-provider environment. It provides out-of-the-box solutions to address advanced service management challenges related to cloud services and to enable DevOps teams to work seamlessly with multiple applications.

 

So how did this truly unique and industry-leading innovation get brought to market?  It started one day when my team was tasked with solving a simple yet daunting problem statement:  how to deliver service management across multiple cloud services and/or providers seamlessly from a “single plane of glass”?

We poured through all of our information from various surveys about custom add-on ITSM applications our customers had built over the years investing their own resources. We found ticket-based integration with other systems to be a common theme. Many customers had built home-grown ticket brokering solutions using custom, non-scalable technologies. Instead of talking to these customers, we listened.  We heard that many of these “solutions” were back-end based extended workflows with hard-coded mappings which resulted in frequent failures and high frustrations. They made it clear that what they wanted was some way to “broker tickets” with pre-packaged integrations based on a modern extensible and modular platform. My team was excited, we were on our path to innovate this breakthrough solution.

 

We initiated a full series of roundtables with end-users and customers to hear their truth. Their ticket brokering was antiquated and cobbled with many different, disparate solutions. They needed to make sure they were not just doing a “rip and replace” drill to take out their existing solutions to replace it just for the sake of new technology. During these conversations, another common wish emerged: “if we could just link our ITSM and DevOps tools, our lives would be so much better.”  Our eyes lit up:  we found our “Eureka” moment.  The developers did not want to move out of the agile development tool and service management folks were frustrated by not being able to support at the speed of development and business needs.   We were delighted as we found our true innovation mission: deliver a seamless service experience across multi-cloud environments. Thus, BMC Helix Multi-Cloud Service Management was born.

 

We have seen tremendous customer growth since our launch and the solution is extremely popular among our customer base. During the last 6 quarters, we have had 6 releases with pre-built, out of the box connectors and flows delivered. Guided by customer feedback, we have been pragmatic, nimble, and agile with our approach and have tweaked many dimensions along the way.

 

The emphatic and exciting industry reception certainly stems from our continued empathetic listening to our customers. Our team is able constantly and consistently delivers more and more value-added features.

 

Resources

For more information on BMC Helix Multi-Cloud Service Management, please review:

http://www.bmc.com/it-solutions/multi-cloud-service-management.html

and CIO.com: “Enjoying Seamless Service Management Across Multi-Cloud Environments”

https://www.cio.com/article/3298677/cloud-computing/enjoying-seamless-service-management-across-multi-cloud-environments.html

For more information, read the BMC Helix Multi-Cloud Service Management solution brief.

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Summer has arrived in the northern hemisphere and it's not just the weather that's hot! See below for the latest patches, education offerings and other updates.

This month, we cover the following topics:

Smart IT 2.0 Patch 2 available

Remedy with Smart IT 2.0 Patch 2 (2.0.00.002) was released June 28 and is available for the Windows and Linux platforms. This patch release contains product fixes and updates. Smart IT 2.0.00.002 supports MongoDB versions 3.6 and 4.0.9. However, BMC recommends that you upgrade to Smart IT version 19.02, because the latest Smart IT architecture does not require MongoDB. To download and install patch 2, follow the instructions provided in the Patch 2 for version 2.0.00 documentation. For the list of issues that have been corrected, see Known and corrected issues.

Learn about Smart IT recommended patches

Check out the BMC Helix Remedy and Discovery YouTube channel for Smart IT videos, including Recommended patches for Smart IT performance!  Don't forget to subscribe, so you are notified of new videos.

Pre-upgrade checks

Planning an upgrade? Check our recent blog post that covers the prerequisites you should consider ahead of performing an AR system platform upgrade.   This post covers prerequisites for performing and upgrade through the installer. It also includes prerequisite requirements when applying any patch or hotfix through D2P.  Understanding the prerequisites will help you avoid any issues, so you can experience a smooth upgrade.

New Education Courses and Certifications

There are four new ITSM-related courses available as Web Based Training (WBT) and Instructor Led Training (ILT).  These courses provide ITSM  application administers with architecture, application concepts,  and configuration best practices through hands-on exercises.   Corresponding online certification exams are available for each set of courses.  Click the links below for details:

MongoDB 3.4 going out of support in January

MongoDB 3.4 Support ends in January, 2020. Smart IT and BMC Digital Workplace versions earlier than 18.05 use MongoDB. BMC recommends upgrading to the 18.05 or later versions of Smart IT and BMC Digital Workplace, which do not use MongoDB. If you do not upgrade Smart IT and BMC Digital Workplace, you should upgrade MongoDB to version 4.0.9, or you can upgrade MongoDB to version 3.6. For more information on the impact of the end of support of MongoDB 3.4 on Smart IT and BMC Digital Workplace, see this KA.

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

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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With May in the books, BMC has new releases out! Keep reading to learn more about the 19.05 and 19.02 Patch 1 releases and other great content.

This month, we cover the following topics:

Helix 19.05, Remedy Single Sign-On 19.05 and Remedy ITSM 19.02 Patch 1 versions released

The 19.05 releases of BMC Helix Digital Workplace, BMC Helix Chatbot, BMC Helix Platform, BMC Helix Integration Service, BMC Helix Business Workflows, and Remedy Single Sign-On are now available! Remedy ITSM Suite 19.02 Patch 1 is also available. If you did not receive the proactive notification emails and want to receive these notifications in the future, go to the BMC Support website, login, select My Support > Product Alerts (Proactive Notifications), and enroll.

 

We are pleased to announce embedded self-help with guided assistance in several of our products. Guided assistance helps you learn to navigate the product and to actively complete tasks. From the Self-help pane, you can start guided assistance, link to help topics, and watch videos relevant to where you are in the product and the work you are doing.

With the May releases, embedded self-help is available in the following products and components:

  • BMC CMDB
  • BMC Digital Workplace
  • BMC Helix Multi-Cloud Service Management
  • BMC Helix Business Workflows
  • BMC Helix Platform
  • BMC Helix Integration Service

SelfHelpMenu.png

 

Critical Remote Code Execution (RCE) vulnerability in Remedy Mid Tier

BMC Software has identified an unauthenticated Remote Code Execution (RCE) vulnerability in Remedy Mid Tier. Mid Tier versions 9.1, 18.05, 18.08, and 19.02 service packs, and patches are affected by this vulnerability. Click here for more information and instructions on how to address this issue.

Smart IT troubleshooting guides

Check out the latest troubleshooting guides that Support and R&D developed. The following links are for Smart IT 19.02:

We also have these troubleshooting guides available for earlier versions.  To view an earlier version, open a Smart IT 19.02 documentation link, and then select the version from the Product version menu.

Did you know about Remedy Management Console?

Enhanced logging features are available in recent releases.  Within the Remedy Management Console, not only can you manage and enable logging across server groups, you can also display and view logs from any server in a server group.  See a demo and find out more from watching the video on our BMC Remedy Discovery YouTube channel, and don't forget to subscribe to get notified of more great videos!

 

 

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

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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BMC Software announces the 19.05 release of Remedy Single Sign-On. This release delivers significant new functionalities that customers have requested, as well as various defect fixes.

 

Remedy Single Sign-On 19.05 highlights

 

Key features and changes include:

 

Enhanced LDAP authentication

You can configure the LDAP page size and specify multiple Server Hosts for using LDAP in failover scenarios.

 

Cross launch BMC Remedy Single Sign-On in nested iFrames

You can configure Remedy Single Sign-On authentication can to launch in nested iFrames.

 

Additional API endpoints for branding the login page

You can use API endpoints to brand your Remedy Single Sign-On login page.

 

Downloading and installing version 19.05 of Remedy Single Sign-On

 

To install Remedy Single Sign-On, follow our installation instructions at Downloading the Remedy Single Sign-On installation files.

 

Learning more about version 19.05 of Remedy Single Sign-On

 

For detailed information about the enhancements in this release, see the Remedy Single Sign-On release notes. For the list of known issues that have been corrected, see Known and corrected issues.

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BMC Software announces the 19.02 Patch 01 (19.02.01) release of Remedy IT Service Management Suite.

 

This patch release contains product fixes and consolidates the hotfixes that have been delivered for version 19.02 of the Remedy Action Request System, BMC CMDB, Smart IT, and Remedy IT Service Management Suite and its components.

 

 

Downloading and installing version 19.02.01

 

Remedy 19.02.01 is available for the Windows, Linux, and Solaris platforms. Remedy Smart Reporting is only available for the Windows and Linux platforms.

 

To download and install this patch, follow the instructions provided in the deployment instructions for version 19.02.01.

 

 

Learning more about version 19.02.01

 

For detailed information about the patch and the list of issues that have been corrected, see the following patch bulletins:

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Level 4 Autonomous DevOps with BMC Helix Multi-Cloud Service Management 1905!!!

We can all debate whether we have Level 4 autonomous cars on our roads in the Silicon Valley, but I am happy to report that such an autonomous DevOps is now possible with BMC Helix ITSM and BMC Helix Multi-Cloud Service Management (MCSM). Though our unique architecture already allowed you to configure MCSM to automate risk calculation for DevOps changes, we have dramatically enhanced capabilities for dynamic risk calculation. There is a lot in the release but I would like to highlight 2 innovative, big ideas as they came together over the last couple of cycles:

 

1 - Automatic calculation of deployment risk for DevOps Changes - MCSM now enriches incoming changes from Dev Tools with risk level based on-

 

a) Change implementation track record for dev teams

b) The criticality of Business/Technology Service

c) Other factors in external 3rd party systems e.g. unit test volume or success rate in unit/system test tool.

 

2- A brand new premium connector and flows for Azure DevOps - Starting to build out Jira like flows with the agile development tool from Microsoft called Azure DevOps (used to be called TFS)

 

Screen Shot 2019-05-14 at 10.43.49 PM.png

Screen Shot 2019-06-03 at 11.19.13 PM.png

 

Need more information on BMC Helix Multi-Cloud Service Management?

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