Service Request Management. 6 out of 10. To perform the secondary server installations, repeat the steps described in stages 1 through 11. Version 20. October 6, 2020. 20. Be first in your industry with BMC Helix, the first and only intelligence-enriched, integrated service and operations platform. 02. Earn a solid foundation in product knowledge for demonstrable return on your investment. 6. js or in a browser (for instance, to drop into an HTML template). 02. This patch release contains defect fixes and updates for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator). BMC Remedy components such as Smart IT provides a single interface to create multiple ticket types such as incidents, work orders, change requests, or service requests. BMC provides the best cloud, mobile and social solutions for managing today’s consumerized enterprise IT. A change can originate from an incident. 05 enhancements. 18. 24 hours x 7 days. To view an earlier version, select the version from the Product version menu. 0 documentation references. 0: Using (WBT) course consists of a series of individual web-based training courses that provide a comprehensive introduction to BMC Remedy Service Desk. List of additional products and versions, either BMC products, OS’s, databases, or related products. It defaults to info, but if you change it to debug it’ll provide more details if you need them. This patch consolidates all the hot fixes delivered for Remedy Smart Reporting version 20. BMC Software, Inc. BMC Helix ITSM might better suit companies with advanced I&O maturity who need highly-customized, ultra. This allows the agent to focus on high-value problem areas and reduce management load. BMC Remedy Developer Studio is an integrated development environment (IDE) for BMC Remedy AR System applications. At the heart of Remedy Force is IT service desk, formerly Service Desk on Force. Preparing for installation of the BMC Remedy Smart Reporting database on MS SQL. 9. Related topics. 5 of BMC Remedy with Smart IT (Smart IT), which is an intuitive, and elegant Service Desk experience that enables a more knowledgeable and collaborative workforce organized around IT roles. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in. Combine and federate data from multiple sources. Remedy-ITSM-Understanding-the-Incident-to-Incident-Relationship-and-definition. By the end of the training, you will get a better insight into developing AR. For each incident that is created or updated in the BMC Remedy Service Desk, an Incident Info event is created in the cell. Our Guides combine multiple Blogs by theme, with a right-hand navigation menu, so you can easily browse for related information on technical topics, IT strategies, and tech recommendations. CORE:BMC_BaseElement form, you must enable the Subquery algorithm on the. The BMC Remedy ITSM connector supplies elements to the process designer palette that you can embed into fulfillment workflows. OS: Linux 7. To understand end to end change management processes, see User goals and features. Scheduling FTS re-indexing. BMC REMEDY IT SERVICE MANAGEMENT BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc. (Optional) From the Audit Type field, select the required options from the drop-down menu. Flash notification that describes how to fix an unauthenticated Remote Code Execution security vulnerability in Remedy with Smart IT. It provides Service Desk Analysts with a knowledge base of easy-to-find solutions and give users self-service search options to help them resolve issues on their own. The service provider identifies an incident from alerts or trends. Do everything yourself with minimum consumption of. Reviewed in Last 12 Months. 9. BMC offers a variety of integrations and partner programs to meet your. x and later versions. BMC Helix ITSM transforms and modernizes the ITSM lifecycle by bringing teams together and leveraging intelligent automation to accelerate problem identification. BMC Remedy AR System developers can use a web service to make BMC Remedy AR System operations (such as submit, modify, and query) available to other applications. View: 58: CMDB Administrator. Click the Notification Audit tab to view the notification audit entries for the problem. Enter your username and password. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. BMC’s perplexing product lines and high licensing costs are known to cause ITSM headaches. Current as of BMC. No hardware, no software. BMC has added there On Demand product on the SaaS Platform as an option apart from their Client Server Models. 02: Patch 2 for version 20. It will be helpful to me if you tell the procedure to update profile with the "Request User" permission to access SRM as an end user. 01: Patch 1 for version 20. The platform provides multiple options for workflow triggers and automation, such as automatically recording a ticket’s solution into a knowledge base visible to users and. 6. Fast, accurate, agentless discovery. They are also called data forms. February 28, 2017. BMC Change Management provides a set of interfaces that other applications can use to integrate with the BMC Remedy Change Management application. Tickets are easy to view and edit at any stage of their processing. 02. BMC Helix Remedyforce automates your service desk processes and helps you lower the cost of support operations. 01. Select the required notification audit entry and click View. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. Remedy Asset Management is integrated with the other applications in the Remedy ITSM Suite and BMC Helix ITSM service and offers flexibility to support customized business. The Import Definitions page opens (versions below 7. When dealing with incident requests, Incident Management is typically initiated in response to a customer call, a service request, or an. 02. BMC Remedyforce automates your service desk processes and helps you lower the cost of support operations. 00 enables you to integrate with version 7. Using Microsoft Process monitor utility from below location and capturing activity of armonitor. This course explains the concepts and procedures of Service Request Management. Patent and Trademark Office, and may be registered or pending registration in other countries. BMC Helix ITSM replaces Remedy. BMC Remedyforce is more affordable, easier to setup and use, and designed for your company — no matter the size. (For information about adding licenses to servers, Working with BMC Remedy AR System licenses in Remedy AR System documentation) To install encryption on Remedy AR System servers and clients. BMC Software, Inc. My overall experience with it is good. Remedy AR System 9. 02, including new features, urgent issues, documentation updates, and fixes or patches. Each and every activity is tracked and managed. 5 Work Info related notes (optional), summary (optional), work info date fields are available but in 7. If you have to make this particular integration again in the future and you're open to external help use, you can take a look at ZigiOps. 6), or the file appears in the Import Objects dialog (version 7. 04; BMC Service Request Management 7. (UNIX) /opt/bmc/AtriumCore/. BMC Helix Remedyforce is a comprehensive, flexible, and scalable IT service management solution that easily scales and adapts to the needs of mid-size companies. BMC Software, Inc. This run process action only affects the workflow actions that support wait cursor. BMC Remedyforce automates your service desk processes and helps you lower the cost of support operations. Support for multi-cloud, hybrid, and on-premises environments. BMC Helix ITSM replaces Remedy. The operating system randomly assigns ports. 02 version of Remedy IT Service Management Suite. Jira Service Management is the perfect remedy, uniting Dev, IT, and business teams on one, flexible platform with a modern solution that scales without breaking the bank. I can help with your current use case. The problem management process focuses on determining the root cause of a problem, and on using the change management process to correct the root cause. sql. 01: Patch 1 for version 19. , are registered with the U. The Incident Management module is designed to support this goal. {"serverDuration": 108, "requestCorrelationId": "38684bcba7371699"}The main benefits of BMC Remedy 9 are its mobile support, stunning and intuitive reports, built-in ITIL processes, and drag-drop functionality. x: Fundamentals for Users (WBT) Remedy with Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile Service Desk experience to enable a more knowledgeable and collaborative workforce organized around IT roles. BMC Change Management provides a set of interfaces that other applications can use to integrate with the BMC Remedy Change Management application. Open the Remedy AR System Administration Console. BMC Remedy Mid Tier 9. BMC's product download tool has a new and improved user interface! Use the links below to use either the new user interface or the traditional EPD interface. Service management application is used to raise service request or incident for any particular issue. BMC Remedy OnDemand is a cloud-based software as a service (SaaS) offering that gives your organization access to all the benefits of BMC's industry-leading IT Service Management solutions — without the costs and overhead associated with hosting and managing on-premise software. We recommend you to download the installers for version 20. Log the incident. So we have to consume JIRA REST API from remedy and create issues in JIRA project. ITIL provides the leading set of best practices for service management. See more BEST FAQ Articles. BMC AMI Cost Management. Houston, TX 77042-2828 Telephone :. BMC Helix Remedyforce will support workflow rules only as long as Salesforce supports them. Contact an Education Advisor Pricing & Registration. Competitors and Alternatives to BMC. , are registered with the U. This video walks you through the BMC Remedy AR System Deployment Management console and describes how you can use it to migrate workflow customizations and c. BMC – Remedy ITSM. BMC Remedy Action Request System. BMC Remedy Knowledge Management 7. Additional updates available in this patch are: Performance improvement for Report Design with Calculated Field. We continually update and add to our Guides. BMC Remedy/ Helix ITSM is designed with ease of use in mind. Select AR Server, and then enter the Number of Licenses. Remedy Asset Management tracks contracts, financial costs, software licenses, outage indicators, and more for the CI information stored within the BMC CMDB application. Running a remote installation on UNIX. Taking the exam and pursuing accreditation is optional, however all students. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. Ein Wechsel von der lokalen Remedy-Version zu BMC Helix ITSM bietet Ihnen folgende Vorteile: Vorausschauendes Servicemanagement dank automatischer Klassifikation. Due to planned infrastructure maintenance, several Support Central devices will be unavailable beginning at 10:00PM CT Friday, Nov 24, until approximately 2:00 AM CT Saturday, Nov 25 (25-November-2023 04:00-08:00 UTC). 2103 CityWest Blvd. Scheduled Start Date — Optionally, enter an estimated start date. The AMIGO program. This is my Mid-Tier configuration. S. Remedy Deployment 20. Remedy 9 - IT Service Management Suite Control-M Workload Automation Support for Control-M/Enterprise Manager BMC Helix FootPrints Service Desk Track-It! IT Help Desk Software PATROL and ProactiveNet Performance Management (BPPM) Careers BMC, BMC Software, the BMC logo and the BMC Software logo are the exclusive properties of BMC Software, Inc. IT Infrastructure Library (ITIL) is the foundation for achieving the goals of the BMC Remedy IT Service Management (BMC Remedy ITSM) applications. The Archiving feature available with Remedy ITSM helps you to maintain system performance and to comply with record retention policies by providing a way to remove obsolete records from your production database using a regular, controlled, and predictable process. 1. 02. Advanced Search Bar FAQ's and Tips. August 28, 2020. Easier upgrades through cloud-delivery model. If a Defect is associated with a Case, it will be listed in a section labeled Defects/RFEs/CARs located between the. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. 1. Patent and Trademark Office, and may be registered or pending registration in other countries. including new features, urgent issues, documentation updates, and fixes or patches. List of phrases which describe the issue including symptoms in the UI or logs. Applies to. Remedy 9 - IT Service Management Suite Control-M Workload Automation Support for Control-M/Enterprise Manager BMC Helix FootPrints Service Desk Track-It! IT Help Desk Software PATROL and ProactiveNet Performance Management (BPPM) Careers BMC Remedy OnDemand - Overview. Patent and Trademark Office, and may be registered or pending registration in other countries. Fast, accurate, agentless discovery. All defects related to Cases to which you have access can be found in the Manage Your Cases section of Support Central. BMC Helix Remedyforce How to Add a Logo and a Signature to an Email Template. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. By default, email templates that are associated with the out-of-the-box workflows are. Before you can import data from BMC Discovery into BMC Remedyforce CMDB, you must perform the following tasks: Install Java Runtime Environment (JRE). Remedy IT Service Management Suite Release notes and notices. It allows you to combine IT operations management (ITOM) and cognitive capabilities to ensure business efficiency, compliance, and security. No hassle, no headaches. Another common scenario is when you and your customer use Remedy and ServiceNow and want to align them, without exposing. Product Defects. S. 20. The following are direct URLs to the 9. BMC Service Desk provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents. BMC Service Management Specialist and BMC Remedy Knowledge Management Specialist Add-Ons have been introduced as replacement of BMC Remedy Specialist License Add-On. It is one of these critical applications on which operations run. Learn what’s new or changed for BMC Remedy IT Service Management 18. 08 patches v20. 08. You can also integrate with reporting tools like qlik view using database odbc or jdbc connection. Reviewer Function: IT Services; Company Size: 30B + USD; Industry: IT Services Industry; Currently i am working as an admin in BMC Remedy Service Management. Remedy 9 - IT Service Management Suite Control-M Workload Automation Support for Control-M/Enterprise Manager BMC Helix FootPrints Service Desk Track-It! IT Help Desk Software PATROL and ProactiveNet Performance Management (BPPM) Careers. Each and every activity is tracked and managed by the Remedy tool. For more information, see Key concepts. ”. 04 SP1, 8. System administrators. Web Server Tomcat. BMC Remedy Distributed Server Option – DSO logging. 12. In the Remedy AR Server port (0 for Portmapper) field, enter the port on which the Remedy AR Server is listening (or 0 if the Portmapper is used on the Remedy server. BMC Remedy is an evergreen technology having. 02. For filters and escalations, specify the server where the filter or escalation is located (either by name or by passing). 002 (18. After integration with Remedy SSO, end users can securely authenticate with multiple BMC applications by using just one set of credentials. Password. This course explains the concepts and procedures of Incident Management and Problem Management. No hassle, no headaches. Also, some selection fields such as Rejected and Closed statuses are not translated to German. Integrations with Third PartiesAlternatives Considered: Ivanti Neurons for ITSM, IBM Maximo Application Suite and Remedyforce. In such a configuration, the agent performs tasks, such as checking configuration, checking the Single Sign-On token, and redirecting logons and logoffs. Credentials required to access the BMC Software Portal: Must be registered with BMC Single-Sign On (SSO) Must have ARMY Support Contract ID and Password in user profile. When configuring BMC Digital Workplace , BMC Remedy with Smart IT, and BMC Remedy Mid Tier to authenticate using BMC Remedy SSO as an ID provider, ensure that all the servers point to the same RSSO server specified in the following settings: sso-external-url; sso-service-urlRemedy with Smart IT - How to address common Calendar Configuration Issues - INCLUDES VIDEO. Press CTRL+ALT+S. Remedy (product) 2002 Undisclosed IT Masters: 2003 $42 million Magic Solutions: 2003 $47 million Marimba: 2004 $187 million Identify Software: 2006 $151 million. Support the needs of IT and business users on the go. Summary. If you plan to install BMC Atrium CMDB or Remedy ITSM applications in addition to Remedy AR System, add 2 GB to the data file for each additional application. The BMC Helix ITSM integrates BMC Helix ITSM: Asset Management, with BMC Helix ITSM: Change Management, and BMC Service Level Management. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. Join forms are composite forms that consist of fields derived from other existing forms. BMC Remedy Service Management Explore Subscription provides free access to overview courses and other learning materials for a 12-month period. BMC Helix Operations Management with AIOps: Award-winning service-centric monitoring, advanced event management, and AI/ML-based root cause isolation to reduce MTTR and improve agility. All SaaS products (S1A and S1 for production* environment only) BMC Premier Support for On Premise Products. Setting the number of process and open files. com, that brings together a broad set of IT service management capabilities with the proven Force. Installing Remedy ITSM installs BMC Service Desk (includes BMC. BMC Helix leverages AI to detect clusters of recurring incidents for intuitive analysis and streamlining of problem management. BMC Helix ITSM is a modern, intelligent ITIL 4 certified ITSM solution that offers predictive service management across multi-cloud environments. August. For each incident that is created or updated in the BMC Remedy Service Desk, an Incident Info event is created in the BMC ProactiveNet Cell. BMC Helix ITSM (Remedy) is used organization-wide. It is designed to store data about the most common CIs and assets and provide a mechanism for linking them. BMC Remedy/ Helix ITSM is designed with ease of use in mind. Remedy SSO architecture. 08 Release notes and notices. . 02. N/A. 3 out of 10. Remedy Service Desk 19. Patch 4 for version 20. It was at the time the only tool with an ITIL focus. Before you configure the settings for BMC Remedy ITSM, copy the SDK JAR files from the BMC Remedy System. The BMC Helix Remedyforce is an IT helpdesk system. The BMC Remedy Service Desk workflow logic processes the information written to the INT:Staging form to create or update incidents added by Integration for BMC Remedy Service Desk. It provides seamless integration to other tools such a microsoft outlook and other MS office tools. This includes the following products: BMC Helix ITSM (Next Gen Remedy) BMC Helix Business Workflows; BMC Helix Digital Workplace; BMC Helix Virtual Agent; BMC. The BMC Remedy IT Service Management Suite includes: The BMC Remedy Service Desk solution, which includes the BMC Remedy Incident Management application and the BMC Remedy Problem Management application The BMC Remedy Asset Management application The BMC Remedy Change Management application, which also includes the. 05. This means that you can assign meanings to the status reasons that are appropriate to your. BMC Remedy AR System enables you to control access to data based on permission groups, and to determine if those permission groups have access to individual rows of data. Remedy AR System Release notes and notices. 11 and later) Self help options for business users when email. UCF Broker URL. The platform provides multiple options for workflow triggers and automation, such as automatically recording a ticket’s solution into a knowledge base visible to users and IT employe Founded in 1980, BMC Software has offices worldwide and posted fiscal 2006 revenues of more than $1. 04. It is used as the only ITSM for users across the company. Step 3: Mark the deployment tasks as "closed" in BMC Remedy ITSM Suite by using the Remedy update change request tasks automation script. 345 in-depth reviews from real users verified by Gartner Peer Insights. When a new incident is created in BMC Remedy, a corresponding Opsgenie alert is automatically created, containing detailed information about the incident. BMC Atrium Core Release notes and notices. BMC Atrium Configuration Management Database (BMC Atrium CMDB) stores information about the configuration items (CIs) in your IT environment and the relationships between them. Users who decide to use the BMC Remedy 9 platform can expect multiple benefits. Reviewer Function: IT Services; Company Size: 30B + USD; Industry: IT Services Industry; Currently i am working as an admin in BMC Remedy Service Management. Ready to be served right out of the box. Supports BMC Helix Solutions —Discovery, operations management, service management, continuous optimization, and delivery of omni-channel experiences for IT and lines of business. You can use the Manage Inventory function to track bulk inventory items and other CIs that are available for deployment. These concepts and procedures will help Change Managers to create and manage agreements and configure service. The following update has been made in Patch 1 of BMC Helix Remedyforce 20. Support for BMC Helix Remedyforce Service Desk including documentation, downloads, answered questions, knowledge articles, training and more. It allows the creation and management of incidents and change management. Customize everything, including your logo, look, feel, and ticket workflows on the GUI. Execution: The safest way to run the tool is from the command line with the following command. Perform the following processes to integrate Remedy SSO with BMC applications: Integrate with BMC Remedy AR System Server; Integrate with BMC Remedy MidTier; Integrate with Innovation Suite / Configuration Manager dashboard (CMDB 9. The interfaces also include web services. BMC Remedy Change Management 7. To perform the secondary server installations, repeat the steps described in stages 1 through 11. bmc. 04 SP2 of BMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite). 03 build 001, AR Server 7. BMC Remedy ITSM is a service management tool that automates the ITIL process in the modern era. For user licenses, enter any number greater than 0. You can start a free trial or contact BMC Sales to learn more. SQLException: ORA-01422: exact fetch returns more than requested nu…The problem management process focuses on determining the root cause of a problem, and on using the change management process to correct the root cause. This knowledge article may contain information that does not apply to version 21. BMC Remedy is also very cost-effective, making it a popular choice for businesses. BMC Remedy OnDemand is delivered as cloud-based service so you can manage IT services anywhere, anytime. BMC remedy is a great ITSM tool, one of the best that I have ever used. Log file type. See more BEST FAQ Articles. 04 or later, upgrade it after you upgrade BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management. January 13, 2023. Click Next. Featured products. BMC AMI Common Enterprise Services for Windows. Remedy Service Desk uses automated, ITIL-compliant incident management and problem management processes to help IT organizations respond quickly and efficiently to conditions that disrupt critical services. When BMC Service Request Management is installed on top of BMC Remedy IT Service Management, notifications to end users from fulfillment applications (such as Incident Management, Change Management, and Work Order Management). Because the Remedy interface is a bit more simplistic, it is likely a better solution for a quick. Select System > General > Add or Remove Licenses. Each time that you run the installer or uninstaller, a log file is created or appended to an existing log file. Sales & Pricing. Enhancement in the Service. (Versions 19. System administrators. The video was recorded using an earlier version of BMC Remedy AR System and is valid for BMC Remedy AR System 9. Learn what’s new or changed for Remedy Action Request System 20. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. October 6, 2020. This patch consolidates all the patches and hotfixes delivered for Remedy version 20. Issues that were corrected by 20. A unified platform that automates and enables the work of service and operations teams. The BMC Remedy Action Request (AR) System installer prompts you to enter information about the BMC Remedy AR System database, which the installer creates during the installation. Apply the latest deployment packages. BMC Helix leverages AI to detect clusters of recurring incidents for intuitive analysis and streamlining of problem management. BMC Helix ITSM (Remedy) is used organization-wide. Enables BMC Remedy AR System applications to explicitly enable and disable the wait cursor for a particular execution stack. 01. This approach results in a significantly faster and easier upgrade. Access different types of content in BMC Remedy Smart Reporting. 08, it will not update these settings for the Java-Based plugin servers. BMC Helix ITSM is a powerful, people-centric solution that transforms the best-practice ITSM principles of Remedy to provide unprecedented ROI on your choice of cloud. How can you take advantage of these new features to empower your service desk analysts for a more. BMC Support does not actively monitor these comments. 11 and later) Ability to automatically resolve email generated tickets. BMC AMI Ops: AI-powered mainframe observability suite with actionable intelligence, embedded expertise, and simplified management. x, 18. Select AR Server, and then enter the Number of Licenses. Enhancements to Show File attachments in BMC Remedy IT Service Management Suite. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. Remedy Service Desk uses automated, ITIL-compliant incident management and problem management processes to help IT organizations respond quickly and efficiently to conditions that disrupt critical services. (The AR System Administration Console provides the server administration functions. Integrate Remedy SSO with BMC applications. User Review of BMC Helix ITSM (Remedy): 'BMC Remedy is a powerful and amazing tool which is used by the whole organization. Overlapping tasks, as well as misalignment of critical for the business processes, are eliminated. Follow these steps:. Get an overview of BMC Remedy Service Management products and components. The service provider logs the incident. BMC Remedy ITSM Suite – Article 000011571 View Full ListFor current customers using Remedy, BMC’s legacy ITSM solution, there is a better way to resolve issues and empower end users with faster, more accurate problem resolution. To create a business service. BMC Knowledge Management shares a common foundation with BMC Remedy IT Service Management (BMC Remedy ITSM) and BMC Service Request Management, as all of these applications are built on BMC Remedy AR System. 01: Patch 1 for version 20. 1, including single sign-on through BMC's Remedy suite of digital service management solutions and the BMC Discovery solution's "Start Anywhere" application mapping, which now includes new capabilities to streamline visualizations and simplify business. S2 = 2 Business Hours. To view an earlier version, select the version from the Product version menu. Note: The same product downloads are available within both interfaces. This documentation supports the 20. Embedded multi-cloud capabilities to broker incidents, changes, and releases across cloud providers. BMC Atrium Core Release notes and notices. It is extensively used software throughout the IT Industry. BMC Remedy ITSM: In BMC Remedy ITSM with German locale, when you navigate to Change Management > Search Change, and then search for change requests with Rejected status, the search criteria is set as Draft. Broadcast reports to save directly to a disk. This set of tutorials is designed to get you into the system, and ready to begin building content. Download the Pentaho Data Integration tool. S1A = 30 minutes (SaaS Only availability/Outage) S1 = 1 Clock Hour. 08. Display-only. Automatic visibility into hardware, software, and service dependencies. The BMC Remedy is another leading ITSM solution on the market and a competitor of ServiceNow. 02: Patch 2 for version 20. Remedy AR System MidTier: How to Send Attachments into Remedy REST API. 23. 05 is enhanced with the following new features: The Remedy License Management is enhanced with facilities such as Configuring license limit, Consuming licenses, and Reporting licenses. Select Server Properties on the menu. Applies to. BMC recommends that you install Remedy AR System server before you install Remedy Smart Reporting. If one of your teams is using BMC Remedy and another is leveraging ServiceNow, it’s a good idea to align them via a bi-directional integration. IT and Non-IT operations are carried by this tool. The BMC. Press CTRL+ALT+F2. 02: Patch 2 for version 20. The course provides BMC Remedy ITSM administrators with the concepts and skills needed to incorporate best practices when configuring and administering BMC Remedy ITSM applications. Remedy 9 - IT Service Management Suite Control-M Workload Automation Support for Control-M/Enterprise Manager BMC Helix FootPrints Service Desk Track-It! IT Help. Select System > General > Add or Remove Licenses. I remember the tech telling me to press a keyboard combination when the CRQ number was highlighted to display a pop-up window that held the Approval ID.