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It seems earlier vendor is still managing support account of your customer and does not want to share account credentials. Your customer representatives should have these credentials and if not, ask them to contact bmc support and get it reset.
HelloMatt Laurenceau, You may be able to help in this case. any pointers/contacts?
Thanks, Ganesh and Matt, for looping the correct group.
kindly close this thread by marking correct answer if your query answered.