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BMC Helix

3 Posts authored by: Yonara Gonzalez
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1. Upgrades introduce improvements and new features that continually increase your efficiency

At BMC, we work to ensure new version releases features and functionalities reaches to you through an upgrade.

2.     Upgrades address/correct bugs encountered in prior versions

We place each new version through a rigorous testing process that includes security, load and benchmark testing. Nevertheless, bugs can and do sometimes get through. Because of our broad customer base and the multiple environments in which they operate, we are made aware of bugs quickly, often we’ll be aware before you encounter them. Using the latest version ensures that you can take advantage of fixes and avoid issues that have already been corrected.



3.     Avoid being stuck with obsolete versions

BMC has a five year life cycle with three years of full support per version plus two years of limited support.

By keeping up-to-date in your own time, you are less likely to encounter compatibility issues, better able to deal with new issues, and less likely to find yourself with an obsolete version. Moreover, our support staff who are more familiar with current features and issues, are better able to support in a timely manner.


End of Support version: No new sustaining maintenance releases, enhancements, patches, or hot fixes will be made to a version or release in "End of Version" status.  Customer Support will direct customers to upgrade to up a more current version, release or service pack of the product.  


4. When is the best time to start planning for an upgrade?


You are able to inquire about upgrading at any point of your support lifecycle. However, if your three years full support is about to end, then this is a good time to contact your BRM to discuss about upgrading to the latest version.


Want to find out when your current version full support ends?  Please click on this link:


To be notified once such a date is determined, you can sign up for proactive notifications:
1: Go to
2: Click "My Support"
3: Click "Product Alerts (Proactive Notifications)"
4: Sign up for "Product Change Notification" for the specific products for which you wish to receive them.


Please go to BMC Software Product Support Policy for more details


Am I ready for an upgrade?

Answer: In RaaS Remedy Upgrade, there are lots of moving parts and for them to function well during upgrade it is very important that pre-upgrade preparation is done well. Below are the points that should be kept in consideration before opting for an Upgrade.

Your Internal Go-ahead to start with the Remedy Upgrade includes:

• Understanding what has changed in the latest version by going through the release notes.

• Updated UAT test cases covering all business functionality testing should be available.

• Sufficient resources to test the upgraded system.

• Customization/design documents shared by BMC PS or Partner (No RFC).

• Understanding the RaaS Remedy upgrade process through FAQ, DDM, CIA document.

• Going through the (Instructions & Important Points) sheet of Pre-Requisite checklist

• Need Defect IDs for the issues you are expecting to be fixed in Upgraded Remedy Version.

• On-Premise BMC product compatibility with the upgraded version.

• Third Party Application compatibility with the upgraded version.

• Customization alignment ownership if they cannot be reconciled/aligned due to change in the feature.


Did you know that you can also do a Platform only upgrade?  For more information about this please go to Preparing for zero-downtime upgrade of the platform


Please refer to the BMC Upgrade Policy and contact your BRM should you have any questions about the upgrade process.

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Registering to Support (

Are you able to report incidents, service requests, Change Request with BMC Support?  If not, then you may not be registered.  This blog will walk you through the process of registering to obtain access to  Once you have registered, you will be able to report incidents, service requests, change requests and find tools and resources that will be useful to you as an customer.


How to Register – STEP 1
Before you begin:
You will need your Support ID and password (from the Order Detail document that is provided to you when your order is placed with BMC).  If you do not have this document, your BRM can assist you.

  1. Go to
  2. Click the “Register” link located on the navigation bar


    3.  Click the appropriate check box and fill out the fields (The following steps will show you how to register as a current/Future BMC Customer or Developer)

    4.  Fill in the information below then click on “Access to BMC Support"

    • Your email address must have a company-issued domain (Domains such as,,, and so on are not allowed.)

   5.  In this section you will enter your Support Contract ID and Contract Password (PIN) then click on “Validate”

PLEASE NOTE:  You will need your Support ID and password (from the Order Detail document that is provided to you when your order is placed with BMC).  If you do not have this document, your BRM can assist you.

   6. Agree to the BMC Privacy Policy

   7. Click “Submit” to register

How to Register – STEP 2

  1. First, complete STEP 1
  1. To complete your account, you need to send an email to with the Subject line " Portal Registration Request". Include your name, email, phone number, and location (city, state, country).
    • Your email address must have a company-issued domain and must match exactly the email used for registration in STEP 1. (Domains such as,,, and so on are not allowed.)

That concludes your registration to Support.  This needs to be done for every user who will be accessing the portal.

The instructions above will get you web access to report incidents, service requests and change requests however, you may also contact support by phone.

               Phone:  (713) 918 2950 or Toll-Free (800) 537 1813

                            Additional contact information at


Please note for Severity 1 incidents, please CALL support for fastest service!


To get assistance with initial support registration please email:


Your BRM can also be of assistance with this process so please feel free to reach out to him/her!!

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When it comes to change management there are a lot of questions that we usually get asked from our customers.  In this blog we will be covering some of the key components of change management and answer some of the most common questions that we get asked.


How does the change management process begin?  What is the process?  When will my change be scheduled? What notifications will I get during the process? How long will my change take to be implemented?


  • The change management process begins when a request for change (RFC) is created by a customer to promote changes into their QA or production environments. 
  • Once the RFC is received by BMC it is assigned to a technical reviewer to validate the action plan to ensure that we have everything required to implement the change, once the technical review is done, the BMC scheduling team schedules the RFC based on the requested timelines by the customer. If the requested window is not available the BMC scheduling team proposes a new window to the requestor and once we receive the approval from an authorized approver, we schedule the change.



  • Acknowledgement  of new RFC
  • During technical review if more information is needed an email is sent to the customer
  • RFC accepted after technical review
  • Waiting for authorization email is sent when approval is needed from customer to go ahead with the change
  • RFC Scheduled confirmation email is sent
  • Start of execution email is sent  once the implementation is in progress
  • If there is a delay in execution, a delay execution email is sent with an ETA to complete the change
  • Progress update of the RFC is sent to the customer
  • Once the change is completed, a completion email is sent.


***The authorized change approvers and notification list are managed by your BRM.  It is important to provide your BRM with any changes to the approvers/notification list on a regular basis to ensure the appropriate approvers and notifications are received.


How long will my change take to be implemented?


An RFC must be submitted with 24 hours lead time (if submitted before 09:00 AM UTC) and 48 hours lead time (if submitted after 09:00 AM UTC) to allow for appropriate assessment.

The time it will take for a change to be implemented will depend on the type of activity that will be performed and its complexity.  The chart below will provide you with a better understanding of what each activity takes.





Execution window



DB Refresh


12 Hours *

Duration depends upon DB size; large databases will take more time.


RSSO Setup/Upgrades


3-6 Hours *

Duration depends upon # of AR/MTs, complexity of env. , SAML etc. customer is required to validate the environment before finally releasing it for end users.

Customer is also required to modify SAML configuration at their end.


MyIT /Smart IT – Cluster setup


1 Weeks

The entire activity consists of 2 tasks

  1. 1. Infrastructure setup
  2. 2. Application setup


Myit/Smart IT – Hotfixes


2-3 hours



MyIT/Smart IT Branding/Logo


2 hours



Analytics – BO Upgrade


12 hours



FTS fortification


2 hours

Duration depends on DB size and pending FTS records for change to take effect.





Duration depends on change size , can go to 12+ hours, type of customizations can be done for Forms / Spoon jobs / Web services / CMDB


SRD migrations


2 hours for 3 SRD’s

Duration depends on count of SRD  to migrate, since the code is customer designed , there can be issues in implementing which needs trouble shooting.


Provisioning of new environment


7 days



Configuration/File level changes


2 hours

  1. Ar.cfg , plugin configuration, any file level change


Hotfix ITSM


2 hours *

Duration depends on size of hotfix, non 9.0 V manually to be applied ( exception is CG )


Hotfix AR


2 hours

1 hour additional per AR.


Audit remediation


8 hours

Duration may vary on recommendations


Certificate Imports


2-4 hours



Smart Reporting Activation


5 Days

The entire activity consists of 2 tasks

  1. 1. Infrastructure setup
  2. 2. Application setup


Open fire /Virtual Agent setup


8 hours



Myit  /Smart enablement


5  hours

Done after cluster setup is completed. 


SLM migrations


3 hours

Duration depends on size of change, it can go up to 12 hours sometimes.


Language pack installations


24 hours



Integration installations


5-12 hours



Server Grouping


3 hours



Email setup


2 hours

To add additional mail boxes


SAML certificate changes


2 hours



New installations


2-5 hours

Process designer / Drift Management etc



A new utility is now available to Remedy OnDemand Administrators and Developers who are looking for more control in migrating their customizations in their Remedy OnDemand 9 environment or higher.  For more information regarding the new utility please refer to the D2P – Simply Deployment Done Easy blog.


For additional information please refer to the BMC Change Management Policy.                                                    

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