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BMC Customer Support Community

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The consolidation of information into one notification quarterly allows the customer to view changes to their products with valuable information including effective dates, end of support dates and migration plans for product renames, product replacements and product withdrawals.

 

See Product Change Notification

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We are glad to introduce a new version of the "Profile Management" application for our customers. It went live on Sunday, May 19.

 

What’s new?

 

The new Profile Management application offers a unified interface for you to manage your BMC account details. The updated application features separate tabs for password changes and access to BMC Resources. The new application is compatible with multiple platforms including mobile, tablet, and desktop. A screenshot of old (on the left) and new (on the right) applications are shown below:

 

Old Edit Profile-380.pngNew Edit Profile-380.png

 

Access to BMC resources like Support, Academy (Education), and Partner services are on a separate tab; “BMC Resources”. You can add a subscription for any of the three or all of them, depending on your requirements.

New edit profile - BMC resources tab blank.png

 

 

To access BMC Support you will need a BMC Support Contract ID and a Contract PIN, which is provided after purchase in an ‘order delivery email’. This Contract ID can also be received by contacting BMC Customer Support.

 

New Language and Time Zone dropdown fields will help ensure that you get the most suitable support personnel to address your support cases.

languag and time zone fields.png

 

BMC Academy (Education and Training) offers a path for education and certification for over 200+ courses and 20+ certifications. To get access to BMC Academy, you will need to additionally fill in the postal address information as shown in the image below.

Academy.png

 

BMC Reseller Partners will need to fill in the following fields to get access to Reseller Partner resources.

New edit profile - BMC resources tab - Partner zoom.png

 

For any assistance with the 'My profile' application, you can connect with our Customer Care team via the chat function.

small chat.png

 

New Look for orientation emails – After registering for BMC resources, you will receive an easy-to-read orientation email tailored for the resources that you are registered for, including our new customer orientation checklist.

Basic + support + education registration v3.jpg

 

You can access the new 'My Profile' application here

 

Including product communities for visibility: TrueSight Server Automation Client Management Cloud Lifecycle Mgmt Control-M Discovery / ADDM FootPrints service desk Mainframes Solutions Digital Workplace / MyIT Remedy AR System Remedy ITSM  BMC Helix Remedyforce Track-It! TrueSight Capacity Optimization TrueSight Infrastructure Mgmt Online Experience (BMC Only) BMC Helix MainView Solutions for Db2 Solutions for IMS CMDB TrueSight Cloud Operations TrueSight Operations Mgmt TrueSight Orchestration TrueSight Server Automation TrueSight Vulnerability Mgmt

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We are glad to introduce a new version of the "BMC Registration" form for our new customers. It went live on Sunday, May 19.

 

What’s new?

 

The new registration form makes it easier than ever to quickly register and get access to BMC Support, Academy (Education), Partner Services, and BMC Communities.

 

The new registration process is simpler and faster. The process is safe and secure and is integrated with industry leaders like Google Captcha and Pact-Safe. It is compatible with multiple platforms including mobile, tablet and personal computers and adheres to all the legal and regulatory requirements with full GDPR compliance.

 

Please note: Customers who already have a BMC account will not need to go through the process of registration again, this application serves customers that do not yet have a BMC account.

 

Below you can see a screenshot of our older registration form (on the left) and the new registration form (on the right).

 

Old Registration form 2019-380.png
New registration 2019-380.png

 

The new form requires fewer fields to be filled in, has improved validation of the entered data, improved error message handling, and enhanced input methods.

 

All customers get access to BMC Communities by default with new registrations. For access to BMC Support, BMC Academy (Education), and BMC Partner Services there are separate sections provided. This allows for a streamlined application that still offers a complete range of registration options.

New registration - subscriptions highlighted.png

 

To access BMC Support you will need a BMC Support Contract ID and a Contract PIN, which is provided after purchase in an ‘order delivery email’. This Contract ID can also be received by contacting BMC Customer Support.

 

New Language and Time Zone dropdown fields will help ensure that you get the most suitable support personnel to address their support cases.

languag and time zone fields.png

 

BMC Academy (Education and Training) offers a path for education and certification for over 200+ courses and 20+ certifications. To get access to BMC Academy, you will need to additionally fill in the postal address information as shown in the image below.

Academy.png

 

 

 

BMC Reseller Partners will need to fill in the following fields to get access to BMC Support and BMC Academy.

Partner.png

 

Terms and conditions: To submit the registration form, you will need to agree to the ‘Terms of Use’ by checking the checkbox and then click Submit.

T&Cs.png 

 

For any assistance with the form, you can connect with our Customer Care team via the chat function.

Small chat icon.png

 

New Look for orientation emails: After registering and validating your email address, you will receive an easy-to-read orientation email tailored for the resources that you registered for, including our new customer orientation checklist.

Basic registration v5.jpg

Including product communities for visibility: TrueSight Server Automation Client Management Cloud Lifecycle Mgmt Control-M Discovery / ADDM FootPrints service desk Mainframes Solutions Digital Workplace / MyIT Remedy AR System Remedy ITSM  BMC Helix Remedyforce Track-It! TrueSight Capacity Optimization TrueSight Infrastructure Mgmt Online Experience (BMC Only) BMC Helix MainView Solutions for Db2 Solutions for IMS CMDB TrueSight Cloud Operations TrueSight Operations Mgmt TrueSight Orchestration TrueSight Server Automation TrueSight Vulnerability Mgmt

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Education is one of the biggest factors to the success of your BMC solutions. To provide a “Jump Start” to your deployment and enablement, BMC Education is offering these special promotions in addition to our BMC Education standard offers to our customers and partners from May 6th to June 30th, 2019.

 

Promotion 1: Small Private Classes

If you have 6 or less students who need training, we can offer small private classes3 at a discounted rate of 25% for new orders and 5.5 Learning Pass Credits (LPC) per day delivery in case you own already LPC.
Promo Code = PRIVATEQ1FY20

Promotion 2: Buy 3 get 1 Free / Buy 2 with 15% Discount

If you have 4 or more people in need of training from BMC´s public schedule, you can use our option to sign up 4 people but just pay for 312.

Promo Code = 4For3Q1FY20

 

If you sign up 2 students to the same course you receive a 15% discount on both registrations2.

Promo Code = 2DiscountQ1FY20

Promotion 3: 25% off 10+ Day Trainings

Sign up the same person for a minimum 10 days of training (Instructor led or  Assisted Self Paced) and you will receive 25% off for the full 10 days2.

Promo Code = 10DaysQ1FY20

Promotion 4: Compressed 4 Day Trainings

If you don´t have time for a full 5-day course, we offer several courses compressed to 4 days with a reduced price.

Promo Code = 4COMPRESSQ1FY20

 

Courses Available:

Date: 5/28/2019 - 5/31/2019    
BMC CMDB 18.x: Fundamentals Administering - Part 2

 

Date: 5/28/2019 - 5/31/2019     
BMC Course for Control-M 9.x: Fundamentals Scheduling

 

Date: 5/28/2019 - 5/31/2019    
BMC Discovery 11.x: Administering

 

Additional Courses

These classes are also scheduled during the promotional period at regular pricing. Click here to search for courses.

 

Date: 5/28/2019 - 5/31/2019          
TrueSight Operations Management 11.x: Fundamentals Administering    
BMC - Online - EMEA - UK/Ireland

 

Date: 5/28/2019 - 5/30/2019          
TrueSight Operations Management 11.x: Advanced Event Management    
BMC - Online - EMEA - UK/Ireland

 

Date: 5/31/2019 - 5/31/2019          
TrueSight Operations Management 11.x: Advanced Training - Service Modelling   
BMC - Online - EMEA - UK/Ireland

 

Date: 5/29/2019 – 5/31/2019    
BMC BladeLogic Server Automation 8.x: Expert-Level Training              
BMC - Online - EMEA - UK/Ireland

 

Date: 5/28/2019 - 5/30/2019    
TrueSight Operations Management 11.x: Advanced Event Management    
BMC - Online - Americas – Central

 

Date: 5/31/2019 - 5/31/2019    
TrueSight Operations Management 11.x: Advanced Training - Service Modelling   
BMC - Online - Americas – Central

 

Date: 5/28/2019 - 5/31/2019    
BMC Remedy AR System 9.1: Basic Development              
BMC - Online - Americas - Central

 

·         All promotions run from May 6th to June 30th, 2019.

·         No other discounts apply.

·         1Free course applies to the lowest priced training

·         2All promotions only apply to new orders during the promotion period and using the promotion code

·         3For onsite delivery, regional travel rates will be added to the final small private class price. Please contact your education sales rates for specific Travel and Expense (T&E) rates.

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Heritage Patches are posted on this site below. Once you know the patch you need from discussing with support you can get the patch content from the link below.

Link ftp://epddownload.bmc.com

Username :heritagepatches

Password: bmc2Support

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The consolidation of information into one notification quarterly allows the customer to view changes to their products with valuable information including effective dates, end of support dates and migration plans for product renames, product replacements and product withdrawals.

 

See Product Change Notification

Share:|

The consolidation of information into one notification quarterly allows the customer to view changes to their products with valuable information including effective dates, end of support dates and migration plans for product renames, product replacements and product withdrawals.

 

See Product Change Notification

Share:|

There are some important changes coming to BMC downloads (EPD) on Friday November 16, 2018.

 

Added Features

  • New single download button in EPD. When downloading, you must check the downloads you want and then click the Download button.
    Your browser’s download manager will handle the download of multiple files natively
    • Single download button replaces both Download via FTP and Download Manager buttons in the interface
  • New FTP service for mainframe products only (going live Nov 21 @ 10:30p CST )

 

 

Discontinued Features

  • FTP protocol discontinued in EPD application -  we are no longer offering this feature because ISP’s are no long supporting FTP due to
    security concerns
  • Download Manager discontinued - we are no longer offering the Download Manger because it is no longer supported by the vendor

 

We hope that these changes will simplify the download interface and make it easier to download the files you need.

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BMC Education is pleased to introduce three new subscriptions for Remedy Service Management. The subscription

service allows individuals to have access to all education contents for single price. The new following

subscriptions are available for use:

  • Explore Remedy Service Management: product features and overview for Remedy Service Management Core
    and Self Service
  • Ultimate Remedy Service Management Core (Remedy AR Systems, Atrium CMDB, Remedy IT Service
    Management, SmartReporting)
  • Ultimate Remedy Service Management Self-Service (Service Request Management, MyIT/Digital Workplace,
    SmartIT, Digital Workplace Catalog, Remedy Knowledge Management)

 

Subscriptions provide a one-stop-shop for individual customers and partners to have continuous access to the entire Education

portfolio for 12 months. New content and the latest updates are automatically added to the subscription at no additional charge.

Plus, you get exclusive Education services all at a price that is up to 80% off the price of purchasing courses separately. The

Subscription Service provides two levels called Explore and Ultimate.

 

Explore is the first level subscription and enables our customers to better understand the key features, benefits, and

functionalities of BMC solutions. Explore is free of charge to customers and partners. It includes several hours of content

including: overview training, skills assessment as well as some “how-to videos”.

 

For customers who desire access to all our education material, they can purchase our Ultimate subscription which is our

second level. Ultimate allows customers and partners to acquire all required skills to successfully deploy, configure, admin,

operate, support and optimize BMC products. It includes all existing BMC Education offers for the product (Web-based

Training, Assisted Self-Paced courses, Instructor Led live or online training, Accreditation and Certification courses).

 

To register for the Remedy subscriptions, please visit the link below:

 

If you have questions about subscriptions, please contact a BMC Education Adviser.

Jesse Richardson

Support Videos

Posted by Jesse Richardson Moderator Sep 17, 2018
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BMC Customer Support provides video solutions to help customers use BMC products more successfully. These include both short “how to” videos to demonstrate a feature or troubleshooting operation, and longer video presentations from the Connect with Webinar Series on best practices.

 

Below are links to the YouTube Channels and direct links to subscribe to each:

 

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In December of 2015, BMC updated the Case Management service on our Support Central web site. On that date, all open, active Issues were migrated into Cases in the new service. To assist customers with the transition, we included the “Historical Cases” link on the Case Management page to allow access to Issue records which were closed prior to December, 2015.

 

In accordance with BMC’s internal data retention and access policies, we will be removing access to those old Issues, effective November 1, 2018. After that date, the “Historical Cases” link will no longer be available in Case Management on BMC Support Central.

 

Access to more recent Case data is not changing, only the “Historical Cases” link to Issues closed before December 2015 is being removed.

 

If you have questions about this change, please contact customer_care@bmc.com.

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Starting September 20th, BMC Okta Single Sign-on (SSO) will stop supporting browsers that do not support TLS 1.2. Users with old browsers will receive an error screen as mentioned here: https://support.okta.com/help/s/article/some-users-receive-This-page-can-t-be-displayed-error-when-accessing-Okta.  Support Central fully supports the browsers listed below. While aspects of Support Central may function correctly, any features requiring SSO will no longer work if you don’t have TLS 1.2 enabled on your browser.

 

Supported Browsers

 

Browser

Version

Platforms (If Applicable)

Notes

Note: For details about Okta browsers and TLS support, see here.

Google Chrome

30+

 

 

Mozilla Firefox

27+

 

 

 

ESR 31+

 

 

Microsoft Internet Explorer

10

Server 2008 R2/ Windows 7 and 8

*Disabled by Default (See Below)

 

11

Server 2012 / Windows 10

Enabled by Default

Microsoft Edge

All

Windows 10

 

Apple Safari

7+

OS X 10.9 +

 

Apple Safari (Mobile)

iOS 5+

 

 

 

For users that need to enable TLS 1.2 in Internet Explorer, please follow the following instructions:

  1. Open Internet Explorer

  2. From the menu bar, click Tools >  Internet Options > Advanced tab

  3. Scroll down to the Security category and check the option boxes for Use TLS 1.1 and Use TLS 1.2

  4. Click OK

  5. Restart Internet Explorer

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Effective August 28th, BMC is announcing the End of Life for select BMC Decision Support and TrueSight Reporting

products. The individual products and effective end of support date is identified in the table below:

 

Product Name

End of Support Date

BMC Decision Support - Server Automation (5

Viewer, 1 Query License)

August 30, 2019

BMC Decision Support - Server Automation Query

License

August 30, 2019

BMC Decision Support - Server Automation Report

Author License

August 30, 2019

BMC Decision Support - Server Automation Viewer

License

August 30, 2019

BMC Decision Support – Database Automation

(5 Viewer/Query Licenses)

February 28, 2020

BMC Decision Support – Database Automation

Query License

February 28, 2020

BMC Decision Support – Database Automation

Report Author License

February 28, 2020

BMC Decision Support – Network Automation (5

Viewer/Query Licenses)

February 28, 2020

BMC Decision Support – Network Automation Query

License

February 28, 2020

BMC Decision Support – Network Automation

Report Author License

February 28, 2020

TrueSight Reporting Studio

December 31, 2019

 

BMC will continue to provide Limited Support for the current versions of these products as defined in the Product

End of Life section of BMC’s Product Support Policy page until the end of support date listed above.

For more details, you can read the official End of Life communications below:

EOL Customer Communication_BMC Decision Support_Server_508542.pdf

EOL Customer Communication_BMC Decision Support_Database_508536.pdf

EOL Customer Communication_ BMC Decision Support_Network_508541.pdf  

EOL Customer Communication_TrueSight Reporting Studio.pdf

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BMC Education is pleased to introduce the next subscription service in the BMC Subscription program.

The new Control-M subscription service allows our customers and partners to have access to all education contents

for single price. The new Explorer Control-M and Ultimate Control-M subscriptions are available for use.

 

Subscriptions provide a one-stop-shop for customers and partners to have continuous access to the entire Education

portfolio. New content and the latest updates are automatically added to the subscription at no additional charge. Plus,

you get exclusive Education services all at a price that is up to 60% off the price of purchasing courses separately.  The

Subscription Service provides two levels called Explore and Ultimate.

 

Explore is the first level subscription and enables our customers to better understand the key features, benefits, and

functionalities of BMC solutions. It includes several hours of content including: overview training, skills assessment as

well as some how-to videos. For customers who desire access to all Control-M education material, they can purchase

our Ultimate subscription which is our second level. Ultimate allows customers and partners to acquire all required

skills to successfully deploy, configure, admin, operate, support and optimize BMC products. It includes all existing

BMC Education offers for the product (Web-based Training, Assisted Self-Paced courses, Instructor Led live or online

training, Accreditation and Certification courses).

 

To register for the Control-M subscriptions, please visit the link below:

 

If you have questions about subscriptions, please contact a BMC Education Adviser.

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The consolidation of information into one notification quarterly allows the customer to view changes to their products with valuable information including effective dates, end of support dates and migration plans for product renames, product replacements and product withdrawals.

 

See Product Change Notification

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