Connect with BMC Helix ITSM and Remedy AR System Licensing Overview Webinar Q&A

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    Presentation References

    Licensing Overview

    https://docs.bmc.com/docs/ars1902/licensing-overview-836453853.html

    Working with BMC Remedy AR System licenses

    https://docs.bmc.com/docs/ars1902/working-with-bmc-remedy-ar-system-licenses-836454032.html

    License types for users to access BMC Remedy AR System server

    https://docs.bmc.com/docs/ars1902/license-types-for-users-to-access-bmc-remedy-ar-system-server-836455293.html

    Releasing Floating Licenses to a license pool

    https://docs.bmc.com/docs/ars1902/releasing-floating-licenses-to-a-license-pool-836455295.html

    Q&A

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    Q: Is it correct to assume that if a customer purchases a named ITSM user license, e.g. for BMC Change Management – User License Add-on, they would be allowed to load 1 Change Management User License and 1 AR User Fixed?

     

    A: To use the Change Management application fully, a user will need both the entitlement for the Change Management application and the platform. If the user doesn’t have both of those the application will not work for the user. ‘BMC Change Management – User License Add-on’ is a bundled user license SKU that provides both those entitlements. If the license limits in the SW are managed via the granular model, then yes, with purchase of one ‘BMC Change Management – User License Add-on’ the administrator can increase the license limit of both BMC:Change Mgmt User Fixed and AR User Fixed by one. Please note: with version 18.05 or higher, the license limit management and the license assignments can be managed at the bundled level.

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    Q: How is license release tracked for clients like Smart IT and MyIT?  Same way as mid-tier?

     

    A: License consumption is managed and tracked on the server, not in the UI layer. So, the license consumption for Smart IT and Digital Workplace (MyIT) is done in the same place as for mid-tier – on the server.  Consumptions happens at time of license assignment (for named user licenses) or at time of use (for concurrent user licenses). The rules when the concurrent user license consumption and release are triggered during use are in general the same between Smart IT and mid-tier ITSM UI.

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    Q: Is there any intention to bring some out-of-the-box reports for license consumption into Smart Reporting?

     

    A: No, at this point there is no plan to bring license consumption reporting for Smart Reporting. This is not an urgent requirement in the customer base (see e.g. votes on BMC Community ideas).  Please note: given that the consumption information is tracked in a standard form (Historic License Usage), it should be easily possible for customers to create their own reports.

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    Q: So, if I purchase a Change Management license does it entitle me to add a CM license as well as an AR User license?

     

    A: It depends on what SKUs your company has used to purchase the Change Management entitlements.  ‘BMC Change Management – User License Add-on’ is a bundled user license SKU that provides both entitlements for the Change Management application as well as for the platform. ‘Remedy Change Management Fixed 1-Pk Lsn’ is a user license SKU that only provides entitlements for the Change Management application.

     

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    Q: Does BMC provide a report to be able to see historical license usage (trending) from the Historical License Usage or would each customer need to create their own report?

     

    A: BMC does not provide an out-of-the-box report for this.  If this is an important need, customer can submit a new idea in the BMC Communities.

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    Q: License Tracking used to not track read license.  Is that going to be enhanced?

     

    A: As indicated in the product documentation, the current license consumption tracking mechanism only tracks fixed and floating licenses.  This applies to both AR System Current License Usage form and AR System Historic License Usage form. At this point there is no plan to extend that to read licenses. If this is an important need, customers can submit a new idea in the BMC Communities.

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    Q: If a new customer buys user licenses SKUs based on the 2015 Pricing Model, do they have to configure the licenses in the system via license type ‘bundled’, or is it still ok to use the previous, granular way as used before version 18.05?

     

    A: Yes, it is still possible and allowed to manage the license limits and the license assignment at the granular level, not at the bundle level. BMC may change that in the future. BMC recommends customers to think about how to transition over to the bundled license model, as this is easier to understand and manage.

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    Q: How do we get reporting on concurrent (floating) user license utilization broken down by client/group drilled down to "float license pool group"?

     

    A: There is no out-of-the-box report for this.  If this is an important need, customers can submit a new idea in the BMC Communities.

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    Q: Are these new logging annotations available for ARS 9.1.04 servers?

     

    A: No, these are not available in the older version

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    Q: Why does BMC not provide OOTB reports to report historical license usage (on license type or user level)? It would be very helpful to have some OOTB reports available in Smart Reporting.

     

    A: So far, this has not been an urgent requirement in the customer base (see e.g. votes on BMC Community ideas).

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    Q: Working via Mid-Tier application floating licenses are assigned to the user if a user changes and saves data. In Smart IT floating licenses are already assigned to the user just if the user views particular application data. Why?

     

    A: First of all, the floating user license consumption happens on the server, and it happens in the same way for mid-tier and Smart IT UI options and even for API access.  As documented at https://docs.bmc.com/docs/display/ars1902/License+types+for+users+to+access+BMC+Remedy+AR+System+server, floating user licenses are reserved from the pool (if available) “when the user attempts to perform a search, modify, or submit operation”. So, the first statement above is not correct.  Those rules have not changed for a long, long time. The reservation of the license at the first search operation is in anticipation that the user will be modifying a record or records as a result of that query and will require a license.

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    Q: Why is a license reserved when the user performs a search? This increases license usage and can lead customer in a license bottleneck.

     

    A: Those rules about floating user license consumption have not changed for a long, long time. The reservation of the license at the first search operation is in anticipation that the user will be modifying a record or records as a result of that query and the update will require a license. The system design avoids the situation that a user types in data and then is presented with an error when hitting save.

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    Q: The Server Group License mgt console is after 18.05?

     

    A: Yes. It was included with 1805 and later versions

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    Q: How would one track users license usage of DWP?

     

    A: Digital Workplace has user reporting to support DWP user license tracking. The interactions with the Helix ITSM / Remedy ITSM system are subject to the standard Remedy license rules. Please note, that in general, Digital Workplace users don’t need a Remedy user license. But if users are setup in the Remedy system with floating user license, then a floating user license may be reserved.  The API log shows the client type, but the license tracking is by user, which could be any client type.

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    Q: If a user has read license and performs a query does that also allocate a write license?

     

    A: No.  The user would be able to view the entries returned, but if that user tried to update the entry an error would indicate the user does not have a write license. A special case exists where if Submitter Mode locked is configured and the user is the submitter of the entry being updated, they can successfully update the entry while only holding a Read license. Please note:  Submitter Mode Locked is in general not supported for the ITSM applications.

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    Q: If the mid-tier logout timer doesn't control the server timeout, where do we set the timeout for the server?

     

    A: This setting is located on the AR System Administration Console.  Select System, General, Server Information from the menu.  Locate the Timeouts tab and edit the field labeled Floating License Timeout (hours). See https://docs.bmc.com/docs/display/ars1902/Setting+timeout+options

     

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    Q: Are there any plans for separate REST API only licenses for integration with other systems (at the moment we are having to use restricted read with no updates)?

     

    A: In general, we cannot talk about futures. 

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    Q: If a user has Floating license assigned and logs in to SRM Request Entry Console or to DWP which only needs Read license his Floating license will be assigned and is no longer available to other users. This although SRM and DWP is licensed separately. Why?

     

    A: As documented at https://docs.bmc.com/docs/display/ars1902/License+types+for+users+to+access+BMC+Remedy+AR+System+server, floating user licenses are reserved from the pool (if available) “when the user attempts to perform a search, modify, or submit operation”. The user makes a query here – thus the license consumption. And as user with a floating license assigned, there is a chance that the user would do follow-up actions.  Please note:  a console can have a special provision to not claim application level user write license consumption, but AR User write licenses are always required when accessing forms.

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    Q: Will it sometimes possible to submit data in Smart IT with just a Read license like via Mid-Tier?

     

    A: As described above, the same licensing rules apply to Smart IT. A user with read license can submit an entry within the constraints of their permission to do so. However: please note that users with only viewer permissions and read licenses may not be able to log into Smart IT – that’s a functional restriction, not a licensing issue.

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    Q: Hello, may I know how the license bundle works?

     

    A: A license bundle is just a combination of individual application licenses and an AR User license needed to perform a certain role.  When a bundled license is added to the system it’s the equivalent of adding each of the component licenses but with fewer steps because it’s added by the bundle name. Bundled licenses were introduced to better reflect how customers have purchased the licenses.

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    Q: By Referring same question as posted earlier, "Is it correct to assume that if a customer purchases an Application Floating License e.g. for CM, they would load 1 CM License and 1 AR User FIxed?"

    Does it mean that we need to purchase two separate licenses?

     

    A: A user will need both an application license and an AR User license. The answer to the purchase question depends on how licenses are purchased.  If purchased as “bundled” licenses the answer is no.  If purchased separately, the answer is yes.

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    Q: In the mid-tier configuration there is a License Release Timeout.  What is that for? 

     

    A:  This is documented at https://docs.bmc.com/docs/display/ars1902/Configuring+the+General+Settings+page

    Although named in a rather generic way, this timeout is specific to the mid-tier's behavior when a browser is shut down without a user having logged out.  The mid-tier will wait that amount of time before performing an automatic logout on behalf of the user.

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    Q: If I accidently delete my LicenseReport.txt file, what should I do? 

     

    A:  For versions before 18.05, you must restore the file from a system backup.  BMC should be contacted for instructions specific to your situation.  For version 18.05 and later, the system will automatically restore from a backup copy it now maintains in the database.

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    Q: Is there a way to get the list of unique users that held a license on a specific server during some period of time?

     

    A:  The only way to get this information is via some type of third-party User log scraping tool.  The User log is specific to the server it is on, so one would get information specific to that server.  The AR System Historical License Usage form will contain information (if the option is turned on) about what users held a license and when, but not what servers they accessed while they held that license.  The form and the AR System Current License Usage form would need an enhancement to also record server information.

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    Q: Can I assign float application licenses to a user that has a fixed ARS license?

     

    A: That combination has been possible in the past, but the design of the 2007 and 2015 pricing model generally assumes that users get all elements of a bundle user license assigned consistently.  The reverse is not true as of version 18.05.  A fixed application license cannot be assigned along with a floating AR User license.  The attempt results in ARERR 9829.

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