Welcome to the August 2020 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:
- Now easier to contact your BMC account team
- Button to test your Remedy Email Engine configuration
- Recently released troubleshooting guides
- Additional resources
Access My BMC Team to see the contact details of your BMC account team. My BMC Team makes it easier for you to find the right person for purchase, services, or renewal queries. If you have a current BMC Services project, you can also see the contact information for your BMC Services project manager.
To access My BMC Team, you need a support ID attached to your BMC profile. In BMC Support Central, login with your Support ID, then select My Support > My BMC Team. Alternatively, at the bottom of any BMC web page, click the Contacts link, and then My BMC Team.You can find additional details in this Communities post.
We are providing the Email Test Button so that you can test your Mailbox configurations from a simple button on the AR System Email Mailbox Configuration form. This button can help you identify the most common Email Engine configuration issues during initial setup or when you run into a problem. We announced the Email Test Button in this Communities post, and made this feature available as a download from the associated knowledge article. On a related note, troubleshooting guides for the Remedy Email Engine are now available in the documentation. These guides contain the Top KAs and videos for the Remedy Email Engine, along with the steps to resolve (or create a support case) for the most common Email Engine issues.
BMC Support, in collaboration with Engineering recently released several new troubleshooting guides. We build these guides to help you (our customers and partners) troubleshoot and resolve problems. If the guides don't provide the resolution to your specific issue, they let you know what information BMC Support will need, helping us resolve your problems faster. You can find troubleshooting guides in the Troubleshooting section of each documentation space at docs.bmc.com. The following links are for the most recently added guides:
- AR System
Troubleshooting Remedy Encryption Security Troubleshooting Remedy Mid Tier Troubleshooting AR System server upgrade issues Troubleshooting Performance Issues with Remedy AR System Troubleshooting issues when using Swagger as a Remedy REST API client
- Remedy applications
Troubleshooting Change Management approvals Troubleshooting Smart IT Live Chat issues Troubleshooting SRM fulfillment requests and CAI plug-in issues Troubleshooting the creation of AOTs, PDTs, and SRDs
- Digital Workplace
Troubleshooting login issues in BMC Digital Workplace Troubleshooting configuration for Remedy Single Sign-On integration Troubleshooting integration with SSL Troubleshooting integration with Remedy Smart IT Troubleshooting BMC Digital Workplace Catalog
Upcoming and recent webinars
If you don't catch the live webinar, you can view the recording. Check out some of these recent and popular webinars:
- CMDB Configuration Dashboard and Troubleshooting
- RSSO Multi-Tenancy Configuration Best Practices
- Using the Subquery Option to Optimize Row Level Security Searches
- Mid-tier & Tomcat Best Practice Configuration for Performance
- Smart Reporting: Best Practice Basics for Building Reports
- Smart Reporting: Best Practices for Advanced Report Creation
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Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).