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BMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite) provides out of-the-box IT Information Library (ITIL) service support functionality. BMC Remedy ITSM Suite streamlines and automates the processes around IT service desk, asset management, and change management operations. It also enables you to link your business services to your IT infrastructure to help you manage the impact of technology changes on business and business changes on technology — in real time and into the future. In addition, you can understand and optimize the user experience, balance current and future infrastructure investments, and view potential impact on the business by using a real-time service model.

Release notes and notices
updated 06 Dec

This section provides information about what is new or changed in this space, including information on any urgent issues, documentation updates, service packs, and patches when they are available. 

Classic view no longer supported in BMC Remedy ITSM

As announced earlier, Classic Views are no longer supported in versions 9.0 and later of BMC Remedy ITSM and its applications. The Classic Views and its settings were included in version 9.0 to help customers transition to BMC Remedy with Smart IT or the Best Practice views.

Starting with Service Pack 1 for version 9.0, the preferences set at Company, Support Group or Individual level to use the Classic View are no longer applicable. For more information about the end of life of the Classic View forms, see earlier BMC Remedy ITSM product announcements available at Product announcements for BMC Remedy IT Service Management Suite .


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

BMC Remedy ITSM Suite 9.1 Deployment release notes (installation and upgrade)

BMC Remedy Asset Management 9.1 release notes

BMC Change Management 9.1 release notes

BMC Service Desk 9.1 release notes

BMC Knowledge Management 9.1 release notes

BMC Atrium Core 9.1 Release notes and notices

BMC Service Request Management 9.1 Release notes and notices

BMC Service Level Management 9.1 Release notes and notices



December 5, 20169.1.02: Service Pack 2

Enhancements in this release:

  • Enhancements to define support group configuration for assignment
  • Support to provide ticket data access at support group and company level
  • Enhancements to change automation
  • Support to integrate BMC Remedy ITSM with DLP feature in Microsoft Office 365
  • Addition of new reports in BMC Remedy Smart Reporting to analyze security risks
  • New administrator user interface for BMC Remedy Smart Reporting
  • New features and enhanced security for BMC Remedy Single Sign-On (BMC Remedy SSO)
December 5, 20161.5.01 enhancements

Enhancements available in version 1.5.01 of BMC Remedy with Smart IT (Smart IT) are:

  • Support for Decision tree knowledge articles
  • Capability to replace a broken asset in the field
  • Console preset filter enhancements
  • Support for automated change requests and tasks
  • Ticket access enhancements
  • Categorization enhancements
  • Date and time display format enhancements
  • Enhancements to recommended ticket templates
  • Custom status reason enhancements
  • Support for Data Compliance
  • Integration with BMC Client Management
  • Affected asset and affected services for incident ticket enhancements
  • Enhancements to the change request and knowledge article approval pane
June 23, 20169.1.01: Service Pack 1

Enhancements in this release:

  • Enhancements to define support groups to display in the assignment menus

  • Support for BMC Remedy Single Sign-On Double Authentication

  • Support for hierarchical groups in Data Management and Onboarding Wizard

  • Decoupling reconciliation activity

  • KCS enhancements for BMC Knowledge Management

  • Support for registration of View forms using BMC Knowledge Management Registration Wizard

  • Enhancements to the Decision Tree implementation in BMC Service Desk

  • Enhancements to the Change Approval processes in BMC Change Management

June 23, 20161.5.00 enhancements

Smart IT 1.5 introduces several enhancements:

  • High availability enhancement
  • Support for task sequencing
  • Usability enhancements
  • Security enhancements
  • Mobile enhancements
  • Support for the Hebrew locale
  • Include or exclude customer and contact name from the ticket title and description in Smart Recorder
  • Enhancements to the Knowledge-Centered Support (KCS) feature

In addition, BMC Remedy IT Service Management (BMC Remedy ITSM) 8.0.00 is the minimum supported version for Smart IT 1.5. BMC Remedy with Smart IT 1.4 and earlier continue to be supported by BMC Remedy ITSM 7.6.04 SP2 and above.

May 17, 2016Smart IT 1.4 performancePerformance information is now available for Smart IT 1.4.
April 07, 2016Documentation enhancement

Videos on user onboarding and content import in BMC Remedy Smart Reporting are now available.

February 26, 2016Documentation enhancements

February 24, 2016

1.4.00 enhancements

Smart IT 1.4 introduces several enhancements:

  • New Asset Management capabilities, including:
    • Asset Console for locating and managing assets
    • Create and update assets
    • Grouped assets and additional asset types
    • Smart receiving from mobile devices
    • Customization of the Asset View
    • Visual CI explorer
    • Create an incident, work order, or change request from an asset
    • Relate an asset to another asset
  • Enable or disable application modules for phased roll out
  • Add new customer from Smart Recorder
  • Add approvers to change requests
  • Apple Watch support
  • Upgrade enhancements
December 22, 2015Version 9.1.00

Enhancements available in this release:

December 18, 2015Service Pack 1 for version 1.3 of BMC Remedy with Smart IT

Enhancements available in this release:

  • Functionality to support Knowledge-Centered Support (KCS) framework
  • Support for BMC Remedy ITSM 9.1 enhancements
  • Upgrade directly to Smart IT 1.3.01 from version 1.2.00
  • User experience enhancements
  • Accessibility enhancement
  • Support for Microsoft Edge browser

Note: BMC Remedy ITSM version 9.1.00 is compatible with Service Pack 1 for version 1.3 of BMC Remedy with Smart IT. It does not support earlier versions of Smart IT.




Performance, permissions, and system requirements.


Information about installation and configuration of the product, migration of data, and deployment.


Upgrade process.


Issues resolution, logs, and contacting Support.


Interface descriptions, using the product.


Information about adding custom fields and actions, and setting up Smart Reporting.


Development interfaces and toolkits.


Integrations with other products.

Using BMC Remedy Smart Reporting
This section provides information about using the different features provided by BMC Remedy Smart Reporting
FAQs and additional resources
This topic provides information that supplements the BMC Remedy ITSM Suite 9.1 documentation. It contains the following sections:

Frequently asked questions

Frequently Asked Questions on BMC Remedy ITSM Process Designer

Frequently asked questions for BMC Remedy Smart Reporting

Frequently asked questions on BMC Remedy ITSM Data Access Model


 What happened to all the PDFs for this product?
 Where do I find release note information?

Where to find information previously provided in release notes

Type of information

Found here in

New features (enhancements) and other information

Version 9.1.00 enhancements

  • Issues corrected by the base release and its service packs and patches
  • Issues that are currently open

Known and corrected issues

 Where do I find information previously provided in a white paper?

Where to find information previously provided in a white paper

Document title

Found here in

BMC Remedy IT Service Management 7.6.03 Section 508 User Accessibility Options White Paper

BMC Remedy IT Service Management 7.6.03 Integrations White Paper

BMC Remedy Application Permissions: Best Practices  
BMC Remedy Distributed Server Option (DSO) Implementation with BMC Remedy IT Service Management
 Where can I find technical bulletins?

Where to find information previously provided in a technical bulletin

Type of technical bulletin

Found here in

Contents of a service pack or patch and instructions particular to it

Other information

Placed in context throughout this space, but listed and linked to in Release notes and notices.

 Where can I find flashes?

If BMC publishes urgent information about this product, you will find it under the "Flashes" heading in Release notes and notices.

 Is all the content for BMC Remedy ITSM in this space?

The documentation for BMC Remedy ITSM Suite is split between multiple spaces, so a space-level search performed in the box in the left navigation pane does not search all the documentation for this release. The following spaces also document this release:

 I’d like a PDF of just selected information. How can I do that?

  1. From the Tools menu, select Export to PDF.

    PDF export

    The Export to PDF menu is displayed with preconfigured export settings.

    Export to PDF menu
  2. Perform one of the following steps:
    • Choose an export setting and click Start Export. (The recommended setting for most exports is Branch (this page and its children).)  You will be prompted to download your completed PDF when the export process is completed.
    • Choose Customize Settings and continue to follow these steps if you want to perform advanced PDF customization.
  3. Select a template (for example, BMC Standard).  
    • Templates with the designation (with child pages) export the current topic and all child topics in that branch.  If you are on the Home page, you will export all topics in that space.
    • For best results, export using a BMC Standard template. Others are not optimized for content.
  4. If you want to customize your PDF export, choose Customize Settings.
    • To restrict your export to pages with a certain label, select This page and all children with label … and enter the desired labels to add (or exclude) in the General tab.
    • To add a title and other information to the exported PDF, change the settings in the PDF Properties tab.
    • To change how some dynamic content is exported, change the settings in the Content Processing tab:
      • TOC macros includes a Table of Contents that list headings in longer topics.
      • Children macros includes a list of links to child topics on some top-level topics.
      • Export images as original resolution expands the images that are shown in a small size in a topic.
    • To automatically generate full URLs after links (useful if you will print the PDF), check the appropriate check boxes in the Linking tab.  Note that links containing long URLs may cause formatting issues with some tables if this option is selected.
  5. Click Start Export to begin the export process.

Your last export settings will be remembered and you will be able to create another export with those settings without having to reconfigure your PDF. 

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

Additional resources from BMC

The following BMC sites provide information outside of the BMC Remedy ITSM Suite documentation that you might find helpful:

Other useful sites 

The following site, which is not created or endorsed by BMC, also provides information that you might find helpful:

  • The Action Request System discussion list, ARSLIST






  1. it states ' Is all the content for BMC Remedy ITSM 8.1 in this space?'  - this should be 9.1

    1. All occurrences of 8.1 have been updated.






    1. Thank you for your comment, Thomas. The link has been fixed in the Release notes and notices page.

  4. after logging in and when I hover over 'Share' the wording reads 'Share this content with other users (s)' which should really read "Share this content with other users (Type 's')" to be consistent with the other icons. same with every page on BMC docs.

    1.  Hello Colin,

      I have let the technical team know of this error and we are working on fixing it. Thank you for bringing this to our notice.


    1. Thank you for your comment, Colin. The link has been fixed.


  5. under release notes and notices there is a note that states "For example, if you are upgrading from version 7.6.04, review the release notes for versions 8.08.1, and 9.0."  - this needs to be updated to incorporate 9.1, also there is no link on the 9.0 like there is with 8.0, 8.1

    1. Hi Colin,

      I have done the required changes.





  7. I would like to see an 'uninstalling' section here where it is explained how to uninstall various ITSM 9.1 components, there are uninstaller folders and executables in installation directories (such as UninstallAtriumCore, UninstallITSMSuite) which can be run it appears but these aren't explained in any bmc docs that I can see. (searches for 'uninstall', 'uninstalling' return nothing) even if it just a short FAQ section that says contact bmc for assistance uninstalling and what to do/not to do, order of uninstall, showing examples, dependencies of uninstalling, etc explaining best ways to approach this I believe would be beneficial to bmc docs.

    1. it would be nice if the time was taken on documentation as it initially was by explaining everything, fields on forms and purposes, as well as screen shots.  that was much more helpful than today where you click a link then click a link for more information only to click another link and so on and so on ... 

      1. Hello Tami,

        We appreciate your feedback. We'd like to get specific examples from you to understand what you are looking for, and we can improve the content to help you better.


    2. Hello Colin,

      Thank you for your feedback.

      Installation and uninstallation information in provided in the BMC Remedy ITSM Deployment 9.1 online documentation. The Uninstalling application components section in that documentation provides the procedures for uninstalling BMC Remedy ITSM application components. 

      I also added a relevant link and labels in the Installing topic in this documentation, to help direct users to the correct uninstallation topic.

      Additionally, I have forwarded your suggestions to provide additional information around the order of uninstallation and dependencies to the writers who handle the deployment documentation. They will work on adding the required information as appropriate.


  8. Question on scenario- upgrading from 7.5 to 9.1-- TRB tickets from 7.5 are accessible in 9.1- if changes are made to the tickets in the 9.1 environment (IE they are hard closed) and then we revert back to 7.5 will those changes carry over? Or will the tickets be as they were in 7.5 before the attempted upgrade?

    1. Hi Ashley,


      I will check with the SMEs and get back to you on this.




    2. Hi Ashley Teague,

      After upgrading to 9.1 from an older version and making changes to the older tickets (tickets created in your 7.5 environment), if you revert to 7.5, the changes made to the tickets in the 9.1 environment are carried over to the 7.5 environment. However, there might be data access issues. In 9.1, ticket data access is tied to support group. In the older versions, ticket data access is based on the company permissions.





      Ashok kumar Jha


  10. Where can I find process designer documentation? It has become really difficult to locate process designer documentation. The link on EPD got me here on the ITSM page. Can someone please help me?



    Veeral Oza

    1.  Hi Veeral Oza,

      BMC is not supporting Process Designer anymore. However, you can access the Process Designer documentation from the following doc spaces:

      Process Designer: 

      Process Designer installation:

      Installing BMC Remedy ITSM Process Designer 





      1. Not supporting anymore?  There was a version 9.1 released a month back and all of a sudden it is not supported?. Can you please point me to the document, where it says that BMC is not supporting PD anymore. I need to inform this to our customers urgently.



        Veeral Oza

  11. Once you have upgraded to 9.1, please reference this Communities article for post-upgrade recommendations.

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