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Please join Support & Engineering as they present on Service Modeling Lifecycle in the January 27, 2021 webinar.

 

In this session they will explore the Service Modeling lifecycle across Discovery, CMDB, and TSOM and cover creation, population and monitoring using Service Models.

 

Event Registration Details

Date: Wednesday, January 27, 2021

Time: 10 a.m. Central Standard Time (GMT-6)

Registration & Broadcast Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1390960&tp_key=618b9402c9

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix  TrueSight Operations Mgmt

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Welcome to September's Helix ITSM Blog! In this month’s blog, I want to provide you with an Overview of the BMC’s i.onbmc.com portal, as well as its features and step-by-step navigation instructions for completing common support tasks.

 

BMC’s i.onbmc.com SaaS support portal serves as your interface to submit requests for service or product issues, operational requests and change requests to the BMC SaaS Operations team. General questions about your services are also served through this portal.

 

Definitions

Throughout this document the following terms may be used:

 

TermDefinition
i.onbmc.comBMC’s support portal for Helix Subscriber
BMC Support CentralBMC’s support portal for all products installed on premises as well as certain SaaS offerings
Support IDYour Support ID is a BMC-supplied number representing your support contract identifier. Your company may have several Support IDs; you will need to register for access to i.onbmc.com with the one assigned to your SaaS service.
Requestable OfferingsCollectively, all operational requests offered through the portal. Requestable Offerings are available under the Service Catalog tab in the Report an Incident and Request a Service sections.
IncidentAn unplanned interruption or reduction in the quality of your service.
Work OrderA request from a user for information or an operational request, such as a password reset request or portal registration for a new user.
Change RequestAlso referred to as a Request for Change (RFC), this represents a formal request for a change to be made one of your SaaS environments. A RFC may be requested by BMC or the user and includes any modification to a service component that impacts the service.
RequestA Request is the submission of a Requestable Offering from the i.onbmc.com portal. Your Request will be mapped to a fulfillment record of type Incident, Work Order or Change Request.
ApprovalsApprovals include a notification for the acceptance or rejection of a Change Request.

 

 

Portal Registration

Registration is required for a user to gain access to the i.onbmc.com portal. This is a two-part process:

  1. Registration with BMC Support Central: To register with BMC Support Central, go to this registration link. You will need your Support ID for your SaaS service and password. Your Support ID and Support ID Password are provided to you via email when your SaaS order is placed with BMC. If you do not have this email, contact your company’s SaaS Administrator or send an email to customer_care@bmc.com and BMC will provide this information to you.
  2. Profile Creation for i.onbmc.com: Next you will need to request a profile from the BMC SaaS Operations team. You can do this in one of three ways:
    1. Send an email to access@i.onbmc.com with the Subject line “i.onbmc.com Portal Registration Request”. Include your name, email, phone number and location (city, state, country – location is used to determine your time zone). Your email must have a companyissued domain (i.e., no @gmail.com, @hotmail.com, @yahoo.com, etc. domains are allowed) and must match exactly the email used for registration in step 1. Note that only individuals who are not yet registered can send an email to access@i.onbmc.com (if you are already registered, the email will be rejected – see (c) below if you are already registered);
    2. Contact your Business Relationship Manager with the required information listed in (a) above; or
    3. Have a co-worker (someone who already has access to the portal) submit a request for you via the Request Something Else option. Make sure the request includes the required information listed in (a) above. The username and password registered with BMC Support Central (step 1) will serve as your login credentials for i.onbmc.com.

 

The username and password registered with BMC Support Central (step 1) will serve as your login credentials for i.onbmc.com.

 

Portal Access

To access the i.onbmc.com portal, go to http://i.onbmc.com. This will re-direct you to a secure login page. Use your credentials registered with BMC Support Central.

 

Service Catalog Sections

Report an Incident - This section lists all offerings related to a service-impacting incident. Incidents specific to system availability and performance are available, and if requested for your Production environment, create a Severity 1 issue with the BMC SaaS Service Desk. These incidents are responded to immediately by BMC’s 24x7 Network Operations Center (NOC). Please remain available after submitting a Severity 1 incident as the BMC Support will call or email you soon after incident submission. If you are unavailable, resolution of the incident may be delayed.

     Following are the types of Incident you can submit;

  • Report a Incident | To submit general Non-Critical incidents
  • Report an Availability Incident | To submit business critical service unavailability issue
  • Report a Performance Incident  | To submit business critical service performance issue
  • Raise an Upgrade UAT Incident | To submit an incident when performing UAT test as part of your Helix upgrade

 

Request a Service -  This section lists all non-Incident offerings, including operational requests and change requests.

     Following are the types of request you can submit;

  • Request a Change | To submit a Change Request
  • Request a Go-live Assessment | To request an assessment to your environment pre-go-live
  • Request an ITSM Upgrade | To request an upgrade to your environment
  • Request Something Else | To request something else

 

Other Services - The Other Services section provides useful service utilities as follows:

  • Service Request Report | This option shows a consolidated view of the open requests and requests closed and completed within the past 60 days for each environment that you have access to. Requests are filterable by selecting the header on any one of the Environment, Submitter, Service, Submitter, Status, or Priority columns, selecting the value(s) to filter on, and clicking the Filter button. Each Request ID is selectable and expands to a window showing the ticket detail. You may now update a request submitted by someone else in your company.
  • Change Calendar | This option shows all scheduled changes by assigned group and change status as well as changes for the past 90-day period. The calendar shows both customer (for example, code promotions) and BMC-initiated (for example, maintenance activities) changes.
  • Service Status Dashboard | The dashboard shows active broadcast messages, AR platform version and the number of open support requests. Metrics are presented in easy-to-read, colorful graphics.

          This dashboard alsoprovides a real-time view of the following key performance indicators (KPIs):

         1. "Last 30 day" metrics for: ➢ System availability ➢ Login response times ➢ Unique user logins ➢ Daily license usage – by Fixed and Float AR licenses ➢ Request activity                           includes SRM requests, Digital Workplace requests, Incidents, Change Requests and Work Orders ➢ Active emails

         2. "Last hour" counts including: ➢ Number of users logged in – by Fixed and Float AR licenses (these numbers are polled every 45 minutes and therefore do not represent                a “real-time” view) ➢ Last login response time ➢ Request activity – includes SRM requests, Digital Workplace requests, Incidents, Change Requests and Work Orders

 

  • Real-time End User Experience | This provides you with a global map and grid view of your realtime end user experience in your Production environment. Numbers are polled every five minutes. This view shows:
    1. A representative view of locations where traffic is coming from that is hitting your Remedy instance.
    2. The volume of traffic coming in from each location - the size of the bubble on the map represents the number of HTTP requests. Additionally, a summary scrolls at the bottom of the page and shows the relative comparison to the last polling cycle, per location.
    3. End-to-end latency - the color of the bubble will vary based on this latency value. Colors represent “satisfied” (green), “tolerating” (yellow) or “frustrated” (red). These colors are based on configurable thresholds. 4. a rewind and playbook tool to allow you to go back in time and replay the end user experience during a particular time period. This feature may be used to find usage patterns and assist in the identification of time-sensitive issues.

  • Contact Lists | This utility provides you with the ability to view and modify the contact lists that are used by BMC for various functions. You will only have access to this utility if your login ID is registered with the company’s domain email for the service you are trying to access.

 

Self-Help Resources -  This section provides links to important resources such the BMC product knowledge base, SaaS customer subscriber information, BMC Communities sites and SaaS operational policies.

This section may change from time to time.

  • BMC Product Knowledge Base | Knowledge articles describing known errors and solutions to software-related issues
  • BMC Helix Subscriber Information Pages | Subscriber information for the BMC Helix services - includes operational processes, license entitlements, policies and general
  • BMC Helix Polices | Policy documents for BMC Helix services
  • BMC Helix Communities Site | Collaborate with peers, other customers, consultants and subject matter experts on the Remedy Helix services
  • BMC Service Management Product Documentation | Product documentation for all BMC Service Management product

 

Reference information for additional details:

Documentation Link: BMC Helix Subscriber Information
Knowledge Article: BMC Helix - Using i.onbmc.com INCLUDES VIDEO

Video: Helix ITSM  Using i onbmc com - YouTube

Top Viewed Helix ITSM Knowledge Articles:Top Viewed Helix ITSM Knowledge Articles
YouTube Channel Helix ITSM Playlist: Helix ITSM - YouTube


 

I hope this blog provides a better understanding of using i.onbmc.com and how to take advantage of the available features.

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BMC Software is excited to release BMC Helix Chatbot 20.08. The 20.08 release of BMC Helix Chatbot provides the ability to use chatbot for budget optimization recommendations via integration with BMC Helix Cloud Cost, the capability to import services with dependent questions from BMC Helix Digital Workplace Advanced, and to embed multiple chatbots in third-party applications.

 

 

Dependent questions

 

Enable Services with dependent questions and set default question responses.

 

 

Add Service Options to a Welcome message

 

Add a Request as a button from the "Welcome message".

Preferred locale

 

Change Chatbot locale within a conversation.

We now also support the Danish and Norwegian languages

 

Share attachments

 

Transfer attachments between Live Agent and Chatbot.

 

 

End Live Agent Chat

 

Cancel a live Agent Request.

 

Chatbot conversations

 

Kick start your implementation with a pre-packaged Chatbot conversation.

 

Chatbot location reporting

 

Generate Chatbot reports by location.

 

Live Chat Monitoring Console

 

Monitor Agents and Chat activity.

 

Helix Cloud Cost integration

 

Request for budget recommendations for a business service or resource pool.

 

Chatbot menu for multiple lines of Business

 

Customize multiple Chatbots to open from a menu or customized Chatbot icon in your web applications.

Next Steps

 

For detailed information on each of these features please refer to our BMC Helix Chatbot documentation.

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BMC Helix Business Workflows sees significant feature improvements in its release of 20.08, delivering streamlined business workflow automation for the enterprise. These enhancements consist of a new out-of-the-box case dashboard to monitor agent team performance, the ability for approvals to be defined on individual tasks, and DocuSign support. Additionally, 20.08 updates include various improvements to email configuration, Knowledge management and Live chat.

 

Knowledge Management

 

Version Control

 

Knowledge articles now contain version history.

 

Approvals

 

Configure Approval mappings for Knowledge articles.

Task Management

 

Approvals

 

Create approval mapping for Tasks.

Customization

 

Use Extension Containers within Task views.

 

Case Management

 

Approval Rejected Status

 

Optional change status to "Approval Rejected".

 

Activity Notes

 

Add images, tables and hyperlinks to email templates, case description and activity notes.

Requestor notifications

 

New events and templates for requester notifications

 

Email

 

Templates

 

Attach documents to email templates.

 

 

Blocked List

 

Add emails to a blocked list.

 

Secondary Email as a Trusted ID

 

Optionally choose an alternative email address for case activity.

 

Override default Email parameters

 

Create a process to scan for specific text within an incoming email and create a case based off a Template.

 

Chatbot

 

Anonymize Agent Name

 

Hide Agent name from conversation.

 

Attachments

 

Exchange attachments in conversation.

 

Request ID

 

Optionally view Service Request ID from Live Chat session.

 

DocuSign integration

 

E-Signature support with DocuSign.

Special characters in PDF files

 

Special characters are now supported within PDF file generation.

 

 

Next Steps

 

For a detailed summary of all of our enhancements please check refer to our BMC Helix Business Workflow documentation.

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Please join Mahendra and Kiran as they present on the Best Practices using Patrol Cloud KMs during the April 14, 2021 webinar.

 

In this session they will review the Best Practices using BMC Patrol Amazon Web Services, Microsoft Azure, Docker, and Kubernetes Cloud KMs and the associated business value. They will cover the architecture of how these KMs interact, installation requirements, and configuration best practices to leverage values from these Knowledge Modules.

 

Mahendra Pawar is a Staff Specialist Technical Support Analyst

Kiran Waghmore  is a Staff Technical Support Analyst

 

Event Registration Details

 

Date: Wednesday, April 14, 2021

Time: 10 a.m. Central Daylight Time (GMT-5)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1349377&tp_key=85197ff1d3


After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi

BMC Helix TrueSight Operations Mgmt TrueSight Server Automation TrueSight Capacity Optimization TrueSight Orchestration TrueSight Infrastructure Mgmt

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Please join Shreekant as he presents on Troubleshooting TSSA RSCD Agent Connectivity Issues during the March 17, 2021 webinar.

 

In this session, he will review the Best Practices for troubleshooting connectivity issues with TSSA RSCD Agents.  This will include:

• Review of common ACL-related connectivity issues

• Enabling debug logging for more complicated issues

• Connectivity issues using Automation Principals

• TLS-related connectivity issues

• Network-related connectivity issues

• RSCD Agent startup issues

 

Shreekant Singh  is a Senior Technical Support Analyst

 

 

Event Registration Details

 

Date: Wednesday, March 17, 2021

Time: 10 a.m. Central Daylight Time (GMT-5)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1371909&tp_key=fb6c25dfef


After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi

BMC Helix TrueSight Operations Mgmt TrueSight Server Automation TrueSight Capacity Optimization TrueSight Orchestration TrueSight Infrastructure Mgmt

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Please join Reinaldo as he presents on Creating Business Service Views in the February 21, 2021 webinar.

 

The Business Services View allows at-a-glance view of the heath of all business services, identifies business services that are at risk of saturation, and supports detail drill down into specific business services but requires the initial creation of a business service hierarchy in TSCO.  For more information see Business Services view.

 

In this session, he will review the best practices for creating and operating business service views, describe how to use CSV and Database relationship ETLs to build hierarchies in TSCO, and review common use case troubleshooting including the business service hierarchy, views, and service pools not populating correctly.

 

Reinaldo Chacon is a Senior Technical Support Analyst

 

 

Event Registration Details

 

Date: Wednesday, February 17, 2021

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1371906&tp_key=f9ede7d9f8


After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi

BMC Helix TrueSight Operations Mgmt TrueSight Server Automation TrueSight Capacity Optimization TrueSight Orchestration TrueSight Infrastructure Mgmt

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Please join Shweta as she presents on the Troubleshooting Infrastructure Policies during the January 20, 2021 webinar.

 

In this session she will review the Best Practices for policy creation and policy precedence.  Also she will cover troubleshooting policies from TrueSight Presentation Server (TSPS) to the agent path including common "use case" scenarios.

 

Shweta Agarwal is a Senior Technical Support Analyst

 

 

Event Registration Details

 

Date: Wednesday, January 20, 2021

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1371893&tp_key=15dcae7468


After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi

BMC Helix TrueSight Operations Mgmt TrueSight Server Automation TrueSight Capacity Optimization TrueSight Orchestration TrueSight Infrastructure Mgmt

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Please join Lisa as she covers Discovery Patterns: TPL for Beginners in the January 13, 2021 webinar.

 

In this session, she will cover the basics of TPL from a “Hello, World” example to the best practices and troubleshooting patterns.  The following are topics covered:

· Data Types, Identifiers, and Assignment Statements

· How to add a new attribute in TPL

· Control structures – Triggers, If statements, and For loops

· Best Practices for Creating Good Patterns

· Troubleshooting

   o Identifying Problems in Patterns

   o Logging

 

Lisa Keeler is a Lead Technical Support Analyst

 

Event Registration Details

Date: Wednesday, January 13, 2021

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1365090&tp_key=7b44e1b9bf

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix

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Please join Rohit as he covers TSSA:Troubleshooting Best Practices for RH Patch Management during the December 9, 2020 Webinar.

 

In this session he will review how to troubleshoot issues related to Redhat Patch Analysis, what logs to collect when an analysis job fails. Troubleshoot issues related to dependencies, and cover the best practices while running Redhat patching jobs.

 

Rohit Sharma is a Senior Technical Support Analyst

 

 

Event Registration Details

 

Date: Wednesday, December 9, 2020

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1349379&tp_key=e9e383eda4


After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi

BMC Helix TrueSight Operations Mgmt TrueSight Server Automation TrueSight Capacity Optimization TrueSight Orchestration TrueSight Infrastructure Mgmt

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Please join Sharon as she presents on Patrol for Log Management KM during the November 11, 2020 webinar.

 

In this session, she will review the Best Practices configuration of the Log Management Knowledge Module, demonstration of different use cases on RegEx for include/exclude string and troubleshooting, file disposition scenarios, and Custom Messages.

 

Sharon Thompson is a Staff Technical Support Analyst

 

 

Event Registration Details

 

Date: Wednesday, November 11, 2020

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1365097&tp_key=00aafb56cf


After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi

BMC Helix TrueSight Operations Mgmt TrueSight Server Automation TrueSight Capacity Optimization TrueSight Orchestration TrueSight Infrastructure Mgmt

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Please join Vaibhav as he presents on Digital Workplace Upgrade Best Practices in the December 16, 2020 webinar.

 

In this session he will provide the best practice guidelines for planning, performing, and validating your Digital Workplace upgrade. This will include method for calculating the one-time Mongo DB Conversion, when upgrading from pre-18.05 version, post installation configuration and performance tuning to ensure peak performance.  The best practice guidelines have been created from “solutions lab” testing and validated with our BMC Helix and customer upgrades.

 

Vaibhav Wadekar is a Lead Technical Support Analyst

 

Event Registration Details

Date: Wednesday, December 16, 2020

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1365092&tp_key=1876f01b5b

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix

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Please join Lisa as she covers Introduction to Discovery Customization in the December 2, 2020 webinar.

 

In this session, she will review taxonomy, nodes, and relationships of the Discovery data model.  Also will cover

· Discovery OOTB patterns

· How to “read” an OOTB Discovery pattern

· UI-Generated patterns

· Introduction to Custom patterns

· Discovery Customization options

 

Lisa Keeler is a Lead Technical Support Analyst

 

Event Registration Details

Date: Wednesday, December 2, 2020

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1349391&tp_key=44848a1b16

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix

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Please join Doug as he presents on Leveraging the New Java AR Log Analyzer in the November 18, 2020 Webinar.

 

In this session, he will review the updated Java tool, previously PERL based, highlighting the new features and performance improvements.  Including how the tool can be used to address performance issues and help tune your environment.  Several common “use case” scenarios will be reviewed through practical demonstration.

 

Douglas Reif is a Principal Technical Support Analyst

 

Event Registration Details

Date: Wednesday, November 18, 2020

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1349389&tp_key=7941fe8e2a

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix

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Please join the support team as they present on how to manage flash features within Remedy with new capabilities introduced during the September 9th webinar.

 

In this session, they will review what changes have been made in the Remedy Suite, how to replace all or specific capabilities, and resources available to help with applying the necessary patches/upgrading?  Further information regarding the announcement of these changes can be found in this BMC Communities post.

 

 

Below is the recording from the live webinar it is also available as a podcast on iTunesSpanish audio webinar recording.

 

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

Presentation References

 

Comprehensive List of ITSM 20.02 Enhancements (for Each Component)

https://docs.bmc.com/docs/itsm2002/20-02-enhancements-909627536.html

 

BMC Remedy Product Announcement

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2020/06/18/replacement-of-remaining-adobe-flash-capabilities-for-remedy-on-premise-customers

 

Knowledge Articles

 

New CMDB UI BLOG

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/cmdb/blog/2020/05/18/bmc-cmdb-ui-and-the-path-ahead 

BMC Amigo Program Overview

https://www.bmc.com/support/resources/amigo_program_overview.html

Adobe Deprecation Announcement

https://theblog.adobe.com/adobe-flash-update/

Troubleshooting Guides

 

Q&A asked during the webinar is available at this link or a PDF is attached.

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace BMC Helix

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