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17 Posts authored by: Jesse Richardson Moderator
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Change is coming for Track-It! , FootPrints service desk, and Client Management customers!

 

WHAT IS HAPPENING?

In early 2018, the “Numara Support site” (Support.NumaraSoftware.com) will be replaced by a new site. The new site will be integrated into BMC Single-Sign-On, and will provide a better customer experience.

 

HOW CAN YOU PREPARE?

  • If you have not already done so, register with BMC Support Central to get your credentials to the new site. (NOTE: Support.NumaraSoftware.com credentials will not work)
  • Once registered, subscribe to BMC Proactive Notifications
  • Keep an eye out for future updates
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As part of BMC’s continued focus on improving the online experience, we have improved the Create Case feature to better display Possible Solutions as you enter details for the case.

The list of possible solutions are now presented on the right side of the case form and updated as you enter the Product, Subject, and Description to display the most relevant solutions  that resolve known issues.   Matching search terms from the case are displayed in bold so you can see why they were selected.   You can click on a page to display only content from a specific source (such as Knowledge Base, Documentation etc), and clicking on a possible solution opens it in a separate tab so you do not lose the details of the case you are creating. 

 

We also adjusted the algorithm to prioritize possible solutions which are most relevant and most often used by Support to solve cases,   We believe the better visibility and prioritization of possible solutions will lead to greater success in helping you get the answers you need faster.

 

Possible_Solutions_new.jpg

 

We are always looking for ways to improve the online support experience. If you have comments or feedback, please add them below.

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As part of BMC’s continued focus on improving the online experience, we are excited to announce the availability of knowledge articles in both web searches (Google, etc.) and on BMC Communities.    In the latest TSIA (Technology Services Industry Association) support survey, more than 80% of corporate IT users and administrators prefer Google as their first method of finding answers to their product questions. While BMC still recommends using our comprehensive search engine on Support Central as the number one choice for search, we recognize that not everyone starts there. So to meet our customers "where they are" we are now publishing public Knowledge Articles (KAs) on BMC Communities so they can be crawled by standard search engines as well as adding the ability to find recent and frequently linked KAs.

 

Here is a summary of the benefits of accessing knowledge in different ways:

 

Use
To
Search BMC SupportSearch for technical solutions in BMC documentation, our extensive Knowledge base, BMC Communities, Support Central, and YouTube Channels using powerful filtering and advanced search capabilities
Web searches such as GoogleFind content including but not limited to BMC sites
BMC CommunitiesBrowsing or sharing sharing recent, popular, or frequently used knowledge

 

 

Knowledge Articles on BMC Communities also enables several features requested by customers including the ability to:

 

 

To learn more, see FAQs on Public Knowledge Articles on Communities

 

To learn more about the search capabilities see Enhancements to Search BMC Support on Support Central.

 

We are always looking for ways to improve the online support experience. If you have comments or feedback, add comments below.

 

The following communities have the Knowledge page enabled: AppSight Atrium CMDB Atrium Orchestrator BSM Dashboards and Analytics Client Management Cloud Lifecycle Mgmt Control-M Database Automation Discovery / ADDM FootPrints service desk MainView Middleware Automation Digital Workplace / MyIT Network Automation Recovery Management / SQL Backtrack Release Lifecycle Management Release Package and Deployment Remedy AR System Remedy ITSM Remedy OnDemand Remedyforce Server Automation Solutions for DB2 Solutions for IMS Track-It! TrueSight App Visibility Manager TrueSight Capacity Optimization TrueSight Infrastructure Mgmt TrueSight Middleware Mgmt TMART

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As part of BMC’s continued focus on improving the online support experience we are excited to announce easier access to some of the best content we have available – Self Help Videos. We have been listening to your feedback and as a result BMC has developed hundreds of new self-help videos in the past few months. These 3-5 minute videos focus on new features and FAQs to help you speed up deployment and understanding by making the information easier to consume. To get you to that content as quickly as possible, videos can now be found directly on Search BMC Support on a new Videos tab.  Results can be filtered by title, create date or channel. See below for an example:

 

 

We are always looking for ways to improve our Search capabilities, and we want to hear from you what changes can help you most. You can provide feedback on the Search experience at any time by clicking on the vertical “Feedback” image in the search results on Support Central, sending me a message, or leave a comment below.

 

To view videos on a product, see the following playlists:

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As part of our ongoing dedication to improving your BMC online customer experience, several enhancements to the Search BMC Support feature and content on Support Central have been implemented recently, including:

 

  • Search for explicit matches using double-quotes, so you can find exact matches on phrases
  • Filtered results to multiple products sharing common terms, so you can more easily filter results to a group of products
  • Included new online documentation and communities in product-specific searches, particularly for TrueSight products, so more content is found when selecting TrueSight products
  • Updated Knowledge Articles for Footprints Service Core, Track-It!, and SQL Backtrack products so more useful solutions are available for these products
  • Suppressing Mainframe PTF search results with no solution, so more useful results are returned when searching for Mainframe product solutions

 

In the table below, we have listed special options that can now be used directly in the search box to improve results.

 

Syntax
Returns all rowsExample
termcontaining term
term1 term2containing both term1 and term2
term1 OR term2containing either term1 or term2

000107160 OR 000107018

to search for both article numbers

"term1 term2 term3"containing exactly the phrase between double-quotes

 

 

  "message not in catalog"

to find results with the phrase

+termcontaining exactly term, not other words sharing the same root
+install

to find results with “install” but not installer or installation

@date >= todaywhere date is today

@date > today -30d

  to find content modified in last 30 days

@bmcproductname=termwhere product name includes term

@bmcproductname=PATROL

  to filter results to all products that contain PATROL in the name

 

View a quick video demonstrating these features.

 

For our power users...

 

We have added a useful new feature is the ability to filter to multiple products at once. To filter results to a group of product names containing a term, use:    @bmcproductname=   as a search term.

For example, to look for information about permissions for the Remedy products, add the search term: @bmcproductname=Remedy

This will filter results to products with “Remedy” in the product name, even if “Remedy” is not in the content itself.  This is the best way to ensure all content is returned for a group of related products, yet exclude content from unrelated products.

searchScreeenCap.jpg

 

A negative side-effect of enabling these features is that it also enables an advanced search option for nested queries using square brackets.

 

When searching on a string using square brackets such as:

ARERR [552]

this error will occur:  Your query has an error: Invalid syntax

 

You can avoid this error by either removing the brackets or enclosing the string in double-quotes. We are planning to address this issue by displaying a message to the user when they enter a query with square brackets to explain the error and how to avoid it.

 

We are constantly looking for ways to improve our Search capabilities, and we want to hear from you about what works well and what needs to be improved.    If you would like to provide feedback on the Search experience at any time, click on the vertical “Feedback” image in the search results on Support Central, send me a message, or leave a comment below.

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A few changes have been made recently to Search BMC Support to improve search results.     All special  Query syntax operators were disabled – so search terms are now searched as simple text.   This provides better search behavior when searching for certain error messages, parameters, or filter names or locations.   Before the changes, some searches would return syntax errors or abbreviated results because characters like square-brackets, slashes and underscore characters were interpreted instead of searched as part of a string.   Unfortunately, this change also disables searching for terms in double-quotes as an explicit search.  This change is a improvement to the majority of searches performed, but some users will miss the ability to search on explicit phrases   We are working on a solution that will bring that capability in a future release.

 

 

Several search relevance adjustments have also been made to improve the relevance of results.  For example, articles which are used more by Support or clicked on more often by Support Central Users will be ranked a little higher in the search results so the most used knowledge is easier to find.   Community discussions with replies will also be ranked higher than discussions without replies, to better reflect the most useful information.   Finally, the search has been updated to automatically pad searches on numbers with leading zeros to make searching on IDs easier.  For example, searching on 92447 with filter knowledge article 000092447.

 

SupportSearch.jpg

 

We are constantly looking for ways to improve our Search capabilities, and we want to hear from you about what works well and what needs to be improved.    We added two new ways to provide feedback. A random sample of users will receive a pop-up survey question whether they were able to find content which addresses their need.   We use this information to understand how well the Support Search and knowledge base are working for you.   If you would like to provide feedback on the Search experience at any time, click on the vertical  “Feedback” image in the search results.  The survey asks you to also rate the relevance of search results, easy of navigation, and quality of knowledge base articles.  If you would like a response to your feedback, provide your email address. 

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Last year we significantly upgraded the knowledge base functionality available from BMC Support Central. The new system is faster, more flexible in search options, and includes content from BMC Communities. As a result of that upgrade we wanted to let you know that links to knowledge articles on the old search system will no longer work after this month. This post lets you know what is new and different about sharing knowledge articles on BMC Communities, and how to access knowledge articles when the old link gives a 404 error.

 

What’s the same?

  • You can copy the URL when viewing a knowledge article,  bookmark it and share it

What’s new?

 

 

What’s different?

 

 

Finding knowledge using the legacy KA ID

 

   Links to knowledge articles in the old system using this format:
     https://kb.bmc.com/infocenter/index?page=content&id=S:KA338498

 

   will no longer work when the legacy system is decommissioned soon, but you can find the same knowledge article by using the KA number at the end of the URL by searching on it, For example,

          http://www.bmc.com/support/support-search.html?q=KA338498

 

When sharing knowledge Articles via links, note:

 

If you want to learn more about the new search capabilities, see  Support Central Updates or Searching the BMC Knowledge Base

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We are making a slight change to the Customer Support Community to accommodate hosting Support News.  It is a slight change - from a community user group to a community space - about the same as moving into a replica house across the street.   All the contents have been moved already, and you can find out more about the reason for moving here: Support News now on BMC Communities

 

This community will be redirected and archived, but please make a note of our new address and follow it to get the latest Support news: BMC Customer Support Community

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We are changing the way we share BMC Support News to make it more broadly accessible.  Instead of posting the content on BMC Support Central, we will post it in this community as a blog and make it accessible from the Support Central Console.

 

This change as a number of benefits:

  • Community members can follow the space and be notified when there is any new Support News
  • Support News which applies to specific product families will @mention the appropriate product community
  • Community members can add comments or share it with interested parties

 

The goal of Support News is to provide the information you need to avoid or mitigate service disruptions, and we believe using BMC Communities will be a great way to meet that goal. 

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Scheduled maintenance is planned for the Support knowledge base.  It may affect the performance and results during the time it is being performed. The operation will occur as a series of jobs that run between the days of October 9th and Oct 12th.

 

During this period, users may experience slower than expected response, and there may be a period during this span when PDF docs are not returned in the search.

 

A note has been posted on the search page  Knowledge Base - BMC Software

 

but I wanted to also notify customers via the community.  We apologize for the inconvenience.

Jesse Richardson

AMIGO program

Posted by Jesse Richardson Moderator Sep 19, 2014
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Experience has taught us good planning is a key ingredient in successful product upgrades, and we want you to be successful. The BMC Assisted MIGration Offering program - AMIGO - was created to help foster these successful upgrades, but as I’ll describe below, it’s not as simple as describing how to upgrade.

 

The AMIGO program has two phases. Both are free to supported customers simply by logging an issue and opting-into the program.

 

The first step is an introduction to the program and providing you the AMIGO1 knowledge article which lists the content resources you should consider in your upgrade plan.   Logging a ticket is not necessary for this - the knowledge articles are identified and available to supported customers who login to the knowledge base.  Most of these resources are also available in the product documentation, but there are occasionally additional resources such as a webinar that is meant to share or describe the information in a different way. This is really no more than a list of resources that are relevant to upgrade planning – but it avoids the “I wish I had known that before I started” experiences – by providing a simple checklist of resources to double-check.

 

The second step of the AMIGO program is to schedule a time to discuss your upgrade plan with a member of Customer Support.  This step is also triggered by logging an issue a few weeks before the planned upgrade.

 

Is Customer Support the best resource for creating upgrade plans?  Of course not.   Is Customer Support good at spotting potential problems in written upgrade plans?  Yes - surprisingly good - based on feedback from participants in our AMIGO program. It makes sense if you think about it – Customer Support has a unique perspective from continually learning from failures, looking for root causes, and looking for what could have prevented them.   Ask a support person for a list of everything that can go wrong, and they may be able to list one percent, and typically just recent experiences.  But tell them what you are planning to do and ask, “What could go wrong?”   The question prompts distant but relevant details to spring to mind.    Knowledge becomes tacit at the time of inquiry – and the AMIGO program takes advantage of this phenomenon to pave the way to more successful upgrades.

 

Also, it is sometimes just good to discuss your plans with someone with a completely different perspective – someone not involved in creating the plan.  In some cases, the Support Analyst has a fresh perspective and spots a potential problem area that can be investigated before it impacts the upgrade process.   In other cases, explaining or discussing the plan with someone not involved in creating the plan triggers an insight into an assumption or hidden risk in the plan, perhaps introduced in subsequent drafts of the plan.  So there are several ways the AMIGO2 discussion with Customer Support can identify potential risks.  Some of the reasons are not obvious, but the important thing is the interaction it seems to help.

 

There is one more virtuous cycle we have noticed from the AMIGO program.  Having these “what if” discussions about upgrade plans helps us identify gaps in resources for planning upgrades, allowing us to drive improvement without having actually encountered issues, by better understanding what factors led up to a problematic step in the plan.  We call this success through proper planning, and it seems to work for all the reasons you would never expect.

 

The AMIGO program is available for Server Automation, Decision Support , Remedy ITSM including Remedy AR System and Atrium CMDB , TrueSight Infrastructure Mgmt, Middleware Automation and BMC Control-M

and Capacity Optimization

 

Click here for more information on AMIGO. or  Click here to see Community posts about AMIGO.

                                                                                                                                                       AMIGO-IMAGE-COM2.jpg

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Docs.bmc.com was enhanced last month to provide better navigation, search, and filtering features. For more information on the changes, see the announcement or watch the video.  


Now, all product documentation is accessible from docs.bmc.com, making it easier to locate information on the products you own. 


Soon we will make a change to the Customer Support site so Product Documentation links directly to docs.bmc.com. 

 

All the information currently accessible from http://www.bmc.com/support/product-documentation/ is already available on docs.bmc.com so I want to share where you can find it on docs.bmc.com.

 

Here is a picture of the old page:

doc_landing_page.png

 

Access the Supported Product A-Z List on docs.bmc.com, as shown below: 

new_AZ_list2.png

Note: The Supported Product A-Z List also included information about the Product Support status, but that information is now available in the BMC Solution and Product Availability and Compatibility Utility (SPAC)

 

To see your Customized Product List, on docs.bmc.com, first make sure to login so the site knows who you are:

Login.png

then click the star icon at the top to see or manage your favorites:

customized_list2.png

 

 

 

To see the Documentation Center and Quick Course Library for Mainframe Products on docs.bmc.com, click

 

mainframe.png

 

then choose a product or the the Quick Course library on the resulting page:

 

mf3.jpg

You'll see The Mainframe Product Message Documentation Center is available on the same page by clicking on "Messages Library".

 

 

To see the Parameter Reference Database, search for it in the list of doc spaces as shown below:

 

prl.jpg

 

 

 

 

As you can see from the above, each of the resources is in a pretty logical location associated with the product.  Hopefully this change makes it easier to find all the information for the products you care about.  The change should happen soon, but I do not have an exact date yet - but I wanted to post it here to give advance notice for those who follow the The specified item was not found..

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Members of BMC Customer Support work with product diagnostics frequently to diagnose issues, find root causes, and recommend plans of action to correct them.  We use this expertise to drive improvements in the product and product documentation, but this is another area where we have been sharing our expertise on BMC Communities.   In many of these activities there are multiple ways to approach the goal. Activities are often delegated, scheduled, and prioritized differently.  Hence, there is no one-size-fits-all methodology, but our articles share the best practices which have been successful in our experience, and we invite feedback and discussion.

 

Technical Success Plans highlight useful practices for technical staff to consider for successful usage of an application.   Example include:

  • Maintenance activities
  • Diagnostic health checks
  • Diagnostic procedures
  • Archiving practices

 

These documents are posted in the appropriate product community, using a label of either tsp or technical_success_plan.


Search for Technical Success Plan documents on BMC Communities

Jesse Richardson

Connect with Webinars

Posted by Jesse Richardson Moderator Sep 21, 2013
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What are Top Knowledge Article documents, and Top Knowledge Article Lists and why are they posted on BMC Communities?

 

BMC Customer Support uses a Knowledge Base to record solutions to questions, issues and requests. We have several processes to ensure the knowledgebase is updated including:

  • Reviewing knowledge articles for technical accuracy
  • Publishing knowledge articles after review
  • Updating knowledge articles when additional information is discovered
  • Updating the description of symptoms to ensure the knowledge articles can be found easily
  • Using frequently viewed knowledge articles to drive improvements in our products and documentation

 

KCS.jpgIn many cases, community members only think to search the knowledge base after encountering a specific issue.  Posting Top Knowledge Articles in the community is an effort by BMC Customer Support to make these articles more widely known, because they are either frequently used by Customer Support, we expect them to be frequently encountered, or when they provide information which can be useful to a large number of customers.  The goal is to be proactive and make this information as widely as possible so the community can get value from this knowledge before they need it.   These documents can come up when searching on a topic in BMC Communities, and community members can post comments on them based on their experience.

 

Top knowledge article lists, on the other hand, are a list of the Top 10 or 20 or 5 knowledge articles that are most relevant over the last few months. These lists are updated periodically as new knowledge articles become more commonly used and others fall off the list. If you follow these documents, you will receive a notification when they are updated, which is a good way to stay on top of new KAs of interest.


These documents are posted in the appropriate product community and provide a link to the knowledge article for the actual solution so it will always have the most current information.  It does require a login to the BMC Customer Support site to access the content of the knowledge article.

 

Top KA documents use the top_ka tag, and include Top KA in the title.

Top KA List documents use the top_ka_list tag, and include Top N Knowledge Articles in the title.

 

Search for top knowledge articles on BMC Communities.

 

Search for top knowledge article lists on BMC Communities.

 

List of top knowledge articles lists organized by product line

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