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BMC Customer Support Community

18 Posts authored by: John Stalnaker Employee
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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.

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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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Computer Education Management Association – Europe (CEdMA Europe)
is the premier organization for training executives, managers, and professionals
on a management path within hardware and software companies. CEdMA Europe
includes over 200 individual members representi
ng over 50 technology companies.

We are excited to announce that CEdMA Europe has awarded BMC Software its Impact Award for a new delivery
method called Assisted Self-Paced (ASP) training. The Im
pact Award is bestowed for creative thinking and
out-of-the-box approaches and recipients must prove the idea via an actual executed project, not just an idea.  Key
criteria for making the award is the measurable impact the change has made in terms of revenue, profitability or marked
improvement in satisfaction. According to Tony Coates, Chairman for CEdMA Europe, “What BMC demonstrated to
the Board of CEdMA Europe was that when faced with a challenge, but determined to provide exemplary service to
Customers and Partners alike, BMC was brave, pragmatic and ambitious in the changes it made to its training offering.
And above all else, it acted fast. The Board was impressed most of all by the positive results.”

The BMC Education Services team rolled out the new ASP delivery method last year. The ASP format combines
recorded instructor-led videos, e-book materials, hands-on experience in virtual labs, as well as scheduled, focused
appointments with highly experienced instructors. This new delivery method allows individual students to learn BMC
technologies the way they want to, anytime and anywhere.

“The ASP format offers great flexibility by allowing our customers to schedule in-depth and hands-on training 24/7”
said Dirk Braune, Director Portfolio and Development, BMC Education.

Congratulations to the Education team on winning this prestigious Impact Award! 

For more information about ASP learning, visit our web site here.

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BMC Education is pleased to introduce a new subscription services by product.  This new service will allow our customers

and partners to control their education investment. The first subscriptions are for TrueSight Operations Management and 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. BMC is offering the Explore level subscription for free.

 

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 TSOM 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 request your free Explorer subscription or register for the Ultimate subscription, please visit the links below:

 

Additional subscription opportunities will be released in the near future. If you have questions about subscriptions, please

contact a BMC Education Adviser.

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BMC Education is offering subscription services by product to allow our customers and partners to control their education investment.

 

Benefits of subscriptions:

  • Continuous access to entire education portfolio for one product including all courses and certification exams
  • New content and latest releases automatically added at no additional cost so your subscription is always up to date
  • Access exclusive education services e.g. 6 hours instructor coaching
  • Save up to 60% over the cost of purchasing the same content separately
  • One-stop-shop to a complete product portfolio of education
  • Train on what you need, when you need it, and how you want to access - multiple learning options (ASP, WBT, Instructor Led)

 

The Subscription Service provides 2 levels:

  • Explore”: the first level is free and teaches our customers and partners to better understand the key features, benefits, and functionalities of BMC solutions. It includes a few hours of content incl. overview training, skills assessment and some “how to videos”.
  • Ultimate”: the second level is fee based and 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 (many days of Web based Training - WBT, Assisted Self Paced - ASP, Instructor Led live or online - ILT/ILO, Accreditation, and Certification).

 

The first subscriptions are for TrueSight Operations Management and are ready for purchase. If you want to learn more about or register for the TSOM Subscriptions, please click the links below:

 

Other subscriptions will be released in the near future. If you have questions to subscription, please contact a BMC Education Adviser.

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A large education offer like BMC´s training and certification program with more than 200 courses and certifications can sometimes look confusing. You

might ask yourself, which courses and certifications you need based on your role and responsibilities and in which order you should take them.

 

The education team has designed new graphical learning paths for our course pages on BMC.com and just released them for the major products a few

days ago. The graphical learning paths will provide a great overview of the courses by product, version and role. They will also highlight which training

courses BMC recommends and provide the recommended order and possible alternatives.

 

Below is an example of the new graphical learning path for BMC TrueSight Operations Management 10.x:

 

Which Learning Paths Have Been Released?

 

You can access the learning paths page on the BMC education web page by the clicking the link below.

http://www.bmc.com/education/courses/find-courses.html#filter/%7B%22type%22:%221%22%7D

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BMC Education has crCertified_Expert_hires.jpgeated a new level of certification, the Certified Expert. The BMC Certified Expert level builds upon the Certified Professional credential enabling experienced customers, partners, and employees to reach the next level of skills needed to deploy, configure, operate, and support complex BMC solutions. The first four Expert Level courses are:

 

 

Each Expert Level course includes 3 days of intensive hands-on experience, a one-hour Q&A session with a BMC top product expert, and various topics around integration, troubleshooting, tips and tricks, and deeper dives in various topics.

 

For more information on BMC Certifications, please visit our Certification web site or read our brand new certification program guide.

John Stalnaker

Free December Webinars

Posted by John Stalnaker Employee Dec 12, 2016
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The BMC Customer Support team is excited to announce the next set of "Connect With" Webinars. We are offering

two new Webinars in the month of December.

 

Webinar #1 - Remedy

The first Webinar covers Remedy 9.1 Service Pack 2 Updates and is scheduled for Wednesday, December 14,

at 10:00 a.m. Central Time.

 

This webinar's main topic will be covering improvements and new functionality available with Service Pack 2 for 9.1 targeted for release
in December 2016. This release also includes new Digital Enterprise Management solutions for Change Automation and

a Data Compliance for Remedy solution.

 

Event Registration Details
     Date: Wednesday, December 14, 2016

     Time: 10:00 a.m. Central Daylight Savings Time

     Registration Link: Click Here

     Registration Password: bmc

 

Webinar #2 - FootPrints

The second Webinar covers FootPrints Administration and is scheduled for Wednesday, December 21st,

at 10:15 a.m. Central Time.

 

This webinar’s main topic will be, What NOT to do as a FootPrints Admin! We will also cover a list of the all the Top Pit Falls

the Support team has encountered and how to avoid them.  This data comes from the Support and Development

teams and is based on our interactions with customers.  Presented along with KB Articles detailing each list item,

this data will help you avoid these common or critical mistakes.

 

Event Registration Details
     Date: Wednesday, December 21st, 2016

     Time: 10:15 a.m. Central Daylight Savings Time

     Registration Link: Click Here

     Registration Password: bmc

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VIRUS ATTACKS, URGENT SOFTWARE PATCHES, OUTAGES, and more…

Are you prepared to protect your BMC business solutions?

 

Proactive Notifications provide advance warning for critical situations and allow you to avoid a potential
business crisis. The Proactive Notification service also provides alerts directly to you when there is

important new information for your products.

 

Some key benefits of signing up for BMC Proactive Notifications are:

  • You receive immediate notification of critical issues such as security patch requirements and
    critical software updates.
  • You receive email “push notifications” – these provide the information directly to you rather
    than requiring you to check with BMC for updates.
  • You receive notifications of availability of updates for your BMC solutions
    • New versions
    • Service packs
    • Product Release Notes (description of the changes and updates to the product)
  • You choose which products you are notified about
    • You control what types of updates you want, on which products, and you can change your
      options at any time
  • You select which level of notifications you want
    • Flash Notifications (Only critical notices)
    • Technical Bulletins
    • Product Release Notes
    • Third-Party Software Support Bulletins
    • White Papers
    • Education Update
    • Product Change Notification
    • Online Documentation Updates
    • Or, any combination of the above

 

To subscribe to Proactive Notifications, please go to the Proactive Alert Subscriptions page on Support

Central. You will see a table with all the BMC products listed in it like the image below.

Scroll down to find the products for which you want to receive alerts and then check the box(es) for

the type of alerts you want. When you are done, hit the Submit button to subscribe to those alerts.

You can also click the View Your Customized Product List button to see a list of products for which

you are already receiving alerts.

 

A video showing how to setup Proactive Alerts can be viewed by clicking this link.

 

Go to Proactive Alerts and sign up for this free service today. We would love to hear your feedback

and suggestions about Proactive Alerts.  

 

Stay tuned to this forum for additional future updates as we continue to try and improve your online

experience with Support Central.

John Stalnaker

Connect With Webinars

Posted by John Stalnaker Employee Sep 8, 2016
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BMC Customer Support delivers a series of free webinars on using select product features and best

practices. Details on upcoming webinars and recordings of past webinars can be found in Communities.
To make locating webinars easier, we have created a new link in the “Resource” menu on Support

Central that will take you to a central post that has all the links you need. The image below shows the

new menu link.

 

 

We have two new webinars coming soon:

  • October 19 - Connect with Footprints: Service Analytics.

Click here for more details

  • October 26 - Connect with Remedy: MyIT:Installation, Configuration, and Troubleshooting.

Click here for more details

 

Stay tuned to this forum for additional future updates as we continue to try and improve your

online experience with Support Central.

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In our efforts to continue evolving Support Central based on your feedback, we have improved three
features on the Support Central web site. The three improvements are:

  • Support News Information Ticker
  • Feedback Mechanism
  • Additional Search Box

 

                                       Support News Moves to a Ticker Format

The Support News section of Support Central previously resided below the information banner and

contained the three most recent articles. Now, we have transformed the Support News section to a

Web Ticker that scrolls the titles of articles. We have also moved it to the top of the page. You can

either click on the title of the article, which will take you to the news article in the BMC Customer

Support Community or you can select “View All News” to view any article in the Community.

Support Central News Ticker.png

                                          

                                          Changing the Feedback Mechanism

Since the Support Central redesign last year, we have had a static information box for Feedback. To

make the page more streamlined, we have removed the information box and replaced it with a floating

tab on the right hand side of the page, as seen in the image below. This, in combination with the change

in the Support News, will reduce the overall size of the Support Central main page and reduce the need

to scroll to find the information they need.

Support Central Fedack_New.png

 

                                                        Search Box on Every Page

We have added a new search box in the upper navigation bar in addition to the main search box on the

Support Central home page. This new search box will appear on each Support web page, allowing you to

utilize the same search capability from any page without having to return to the main Support Central page.

Support Central Search.png

Stay tuned to this forum for additional future updates as we continue to try and improve your online

experience with Support Central.

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