This documentation supports an earlier version of BMC Helix IT Service Management on-premises deployment.

To view the documentation for the latest version, select 23.3.01 from the Product version picker.

Enabling self-help and product telemetry through Gainsight PX

BMC uses Gainsight PX to collect telemetry data such as automatic events, clicks or page navigation, custom events such as opening a dropdown menu or using a specific product feature. The data collection provides insights into product usage, users’ activities within the application, product performance, gaining web statistics, and optimizing the product capabilities.

Gainsight PX also displays the self-help widget that provides access to a product tour, interactive guides, instructions for setting up and going live, and more.

Related topics

Setting up and going live Open link

To enable self-help and to provide consent for data collection for all the users

  1. Log in to BMC Helix Innovation Studio, and access the following URL:
    https://<host>:<port>/helix/index.html#/com.bmc.arsys.rx.settings/preview/com.bmc.arsys.rx.settings:GAINSIGHT%20SETTINGS
  2. On the Gainsight Settings page, from the Analytics & Improvements section, select the For my organization toggle key to enable Gainsight and the data collection for performance and product improvements.
    This enables data collection and displays the self-help widget for all users. If you disable the For my organization toggle key, the data collection is disabled and you can no longer view the self-help widget.

    Tip

    To understand the types of data that are collected, expand Learn more about what we collect.

    You can modify your consent for data collection at any time. For more information, see To modify your consent for data collection.

  3. Select the Load Gainsight script from BMC IT toggle key to load the Gainsight script from BMC IT.

    Important

    Make sure Load Gainsight script from BMC IT is always enabled. 


  4. From the Deployment type list, select from the following deployment modes on which you want to load the Gainsight script:
    • SaaS
    • OnPrem

      Important

      For on-premises make sure you always select the OnPrem option.

  5. From the Environment type list, select from the following environments on which you want to load the Gainsight script:
    • (Default) Production
    • QA
    • Staging
    • Integration

      Tip

      We recommend that you use Production option for your production environments, and Integration option for all the non-production environments.

      You can use the other environments to test the traffic volume, impact of enabling Gainsight, and viewing product tours and interactive guides created by BMC.


  6. Click Save.

After you enable the data collection settings, a notification message is displayed on BMC Helix Innovation Studio.

When you log in to BMC Helix Innovation Studio for the first time, data collection is enabled by default, and the following notification message appears. You can modify the consent for data collection at any time. 

To modify your consent for data collection

You can modify your data collection consent at any time. Your change applies only to your individual user account.

Important

To modify data collection for all users within the organization, see To provide your consent for data collection for all the users

  1. Log in to BMC Helix Innovation Studio.
  2. From user profile, select Analytics
  3. In the Analytics dialog box, modify your consent.


    Tip

    To understand the types of data that are collected, expand Learn more about what we collect.

  4. Click Save.
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Comments

  1. Daniel Bloom

    you say expand Learn more about what we collect, but where do we do that?

    Aug 01, 2023 03:34
    1. Prachi Kalyani

      Hello Daniel,

      You can expand Learn more about what we collect when you are enabling Gainsight PX setting from the following URL:

      https://<host>:<port>/helix/index.html#/com.bmc.arsys.rx.settings/preview/com.bmc.arsys.rx.settings:GAINSIGHT%20SETTINGS 

      You can refer to the following image and the highlighted section:

      You also see this option when you want to modify your data collection consent. The details are documented in To modify your consent for data collection section. 

      Hope this helps!

      Aug 02, 2023 05:05
  2. Daniel Bloom

    I need to know more about where that data is stored before I run the product, and it appears we need to have the dialog box

    So, is it on-premise or goes elsewhere?

    Aug 01, 2023 03:35
    1. Prachi Kalyani

      Hello Daniel,

      The data is tracked in Gainsight PX which is used by BMC to collect telemetry data.


      Aug 02, 2023 05:11