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BMC Support wants to help all our TrueSight users, specifically in terms of being able to attempt to troubleshoot issue and topics within the TrueSight Presentation Server and TrueSight Infrastructure Management components. The Support team along with our documentation team have been starting to build troubleshooting guides for various TrueSight topics.

 

We would like to have our customer base review them and let us know what you like, what you don’t like, what you would like to see more of, etc. the intention is to help you attempt to diagnose and fix an issue without delay. Users are still welcome to open cases, as Support loves to seize the opportunity to help, but the idea here is to provide some hints, helpful recommendations, and steps to help you avoid issues or troubleshoot issues. Many of the topics covered have content that has been derived from working cases or working internally in the BMC Lab.

 

These troubleshooting guides are living documents and will continue to evolve over time, so if you have any feedback, please login to leave comments, suggestions, etc.

Here are the topics which have been prepared so far:

 

 

Troubleshooting TSIM/TSPS Memory Management:

TSIM - Troubleshooting Java memory management

TSPS - Troubleshooting Java memory management

 

Troubleshooting TSOM Admin Console:

Debugging the Administration Console

 

Troubleshooting High CPU Utilization issues for TSIM/TSPS/ISN:

Troubleshooting monitoring policies

 

Troubleshooting High Availability

Troubleshooting an Infrastructure Management high availability deployment

Troubleshooting a high-availability deployment

 

 

Support will continue to work to add more topics for troubleshooting over time. We want to gauge how useful you as the TrueSight Community feel these are in your day to day operations. So if you have a topic you would like to see, do let us know and we will work on it for you. Most of the topics we are working on arise from Problem Management research specific to the products. The troubleshooting guide project is for most BMC products, but each product group will analyze the most common issues and attempt to extract details and information that is needed and/or used to address a given issue.

 

This is a supplement to the existing documentation and our knowledge base. We still appreciate users searching the knowledge base and documentation. Since these troubleshooting guides are published BMC documents, search results will report these as options depending on the terms used for the search.

BMC is excited to provide options for assistance.

 

Before I close out this tidbit for June, I wanted to be sure you were aware of the recent TrueSight High Availability Webinar presented by Steve Mundy. Here is a link to the recording

High Availability Best Practices and Troubleshooting Webinar

 

If you are interested in past or upcoming Webinar topics, check out this link and check often as the teams continue to develop great content

 

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**************** NEW EOL DATE ANNOUNCED - Important Note to BPPM 9.x, 8.x users ****************

BMC has publicly announced the end of life of BPPM 9.6, all through the first half of the year, I have been reporting the date for End of Life for BPPM 9.x. However, we have listened to our customers who have expressed a need for more time to migrate to TrueSight. Time is on your side my friends and the EOL date has been extended! Please do continue to plan an upgrade/migration to TrueSight.

 

Here is the official notice in case you did not receive it:


BMC will continue to provide Limited Support for the current generally available versions of these products as defined at the Product End of Life section of BMC’s Product Support Policy until the end of support date of December 31, 2021. As per this policy, BMC will continue to develop hot fixes for problems of high technical impact; however, this solution is considered functionally stabilized, and therefore, will not receive further enhancements during this period.  

Effective today until the end of support date listed above, BMC will continue to provide customers with active support contracts access to BMC Customer Support as described in this letter. You can continue to interact with BMC Customer Support just like you do today to receive such support. 

Prior to the end of support date, customers with an active support contract have the option to migrate their ProactiveNet licenses to the replacement offerings.

If you have any questions regarding this transition, please contact your BMC Account Manager at 1-855-834-7487 and press Option 1 for Sales, or BMC Customer Support at 1-800-537-1813. To receive updated information as it becomes available, please subscribe to our Proactive Alerts for ProactiveNet and TrueSight products from our BMC Support Central site. 

Thank you.  

Sincerely,

Ron Coleman Director, Product Management
BMC Software  

 

 

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Have you been putting off an upgrade? 11.3.03 is the latest and 11.3.04 is right around the corner – Early Fall 2020

The BMC Assisted MIGration Offering, or AMIGO, is a program designed to assist our customers in planning and preparing for product upgrades from an older, to a newer supported version.  By engaging with BMC Technical Support Analysts, you will be provided with materials containing guidelines and best practices to aid in compiling your own upgrade plan. An upgrade expert will then review your plan and offer advice and suggestions to ensure success through proper planning and testing.

The AMIGO program consists of a Starter Phase and a Review Phase.  Each phase is initiated by opening a support case and ends when the case is closed.

In the Starter Phase, an AMIGO Starter case is opened.  Reference material will be provided and a call with a Technical Support Analyst will take place to discuss the details of your upgrade and address any questions you may have.  The AMIGO Starter case will be closed, and the next step will be for you to prepare a documented upgrade plan.

In the Review Phase, an AMIGO Review case is opened preferably two weeks prior to a set upgrade date.  A call will be scheduled with an upgrade expert to review your detailed plan, providing feedback and recommendations, along with answers to any outstanding questions.  As needed, a follow up discussion with a Technical Support Analyst may take place for feedback after the upgrade is performed.

The AMIGO program includes:

» A “Question and Answer” session before you upgrade

» A review of your upgrade plan with Customer Support

» An upgrade checklist

» Helpful tips and tricks for upgrade success from previous customer upgrades

» A follow-up session with Customer Support to let them know how it went. This will help BMC to enhance the process.

 

To get started, please review the details here:

https://docs.bmc.com/docs/TSOperations/113/amigo-checklist-for-truesight-operations-management-814553031.html

 

Then open a BMC Support issue containing your environment information (product, version, OS, etc.) and the planned date of the installation, if known. We will contact you promptly, and work with you to ensure a successful and timely outcome.

 

 

 

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000369574 TrueSight Infrastructure Management: HTML links in emailed reports are http: not https:

000369636 TrueSight Presentation Management PATROL Agent ACL precedence

000369749 Launch Orchestration Action in Truesight Presentation Server(TSPS) console not working

000369932 TrueSight Presentation Server (TSPS) - Upgrade to 11.3.03 on secondary node start up is failing over the snapshot

000369950 TrueSight Presentation Server 11.3.03 REST API should not require manual GUI logins to setup a new session