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.

Obtaining license keys

After you install BMC Helix Service Management, you must obtain and apply a license key within three days. A license key is a value that enables you to activate a license. Each key is tied to a database unique identifier (database ID).

Related topics

Performing the postinstallation configurations

Licensing overview Open link


If your database ID changes, you must request a license purge and get a new license by contacting BMC Support.

To request a temporary or permanent key, you must access the BMC Support Central Site at Open link .

Key typeInformation required


  • Support contract ID
  • Purchase order number
  • Email address
  • AR System server version
  • Database ID
  • Site Name default to Support Contract ID


  • Support contract ID
  • Email address
  • AR System server version
  • Database ID

To obtain a license key, consider the following points:

  • You must be an active user with a valid login account on BMC Support Central.
    If you do not know your user ID and password for the site, contact  BMC Support Contacts Open link  for your region.
  • If you purchased your AR System server license through a BMC sales representative or over the web, you can download the product from the BMC Electronic Product Distribution (EPD) site.
    Access the EPD site from the BMC Customer Support website at Open link

License keys required by AR System server version

A product license key is only required for the AR System server, which you have to enter in the system. For BMC applications, add-­on modules, and users, a valid license from BMC is required for configuration, but you do not require a product license key. You are licensed to use only the capacity that you have purchased pursuant to your license agreement and applicable order.

To request a temporary or permanent license key

  1. Log in to BMC Support Central at Open link .
  2. On the My Support tab, click Licensing and Password.
  3. In the Innovation Suite OnPrem, Remedy License Keys section, click Request/ Purge Licenses.
  4. On the Request License tab, enter the required information for the license.
    1. Verify that your available BMC Helix Innovation Suite licensed products and features are related to the Support Contract ID displayed on the form. If the correct Support ID is not displayed, contact BMC Customer Support to help you find your support IDs.
    2. Select the correct AR System server version. This is required for a valid license key.
    3. Enter the database ID of the AR System server.
      To find the database ID, see to determine the database ID.
      The following image shows an example:

  5. In the Entitled Products section, select Product Feature from the list of Product Features available for the Support Contract ID, and click Next.
    The following image shows an example:

  6. In the Email Address field, specify the license key delivery email address, and click Continue.
    The following image shows an example:
  7. On the Agreement screen, click Agree.
    Your license key will be sent to your email address.


    • To request for a license key, make sure that you use a database ID and not a host ID.
      When you use the database ID to generate a license key, you need not obtain individual license keys for multiple servers in a server group. Multiple servers in a server group use the same database and they share licenses.
    • You can request only one license key at a time.

To determine the database ID

  1. Log in to AR System.
  2. From the list of applications on the IT Home page, select AR System Administration > AR System Administration Console.
  3. In the navigation pane, select System > General > Add or Remove Licenses.
    The Current Database ID on the Add Remove Licenses form indicates the database to which the current host is connected. The following image shows an example database ID:

To add AR System license

  1. Log in to Mid Tier.
  2. From the list of applications on the IT Home page, select AR System Administration > AR System Administration Console.
  3. In the navigation pane, select System > General > Add or Remove Licenses.
  4. Select Add New
  5. Select AR System server, and then enter the number of icenses.
    • For server and application licenses, enter 1.
    • For user licenses, enter any number greater than 0.
  6. Add the license key number with the dash in the number.
    Make sure that you do not leave any leading or trailing spaces.
  7. Enter the Expiration Date (if the key is temporary) in the same format as the key structure.
  8. Click Save.
    A message is displayed that states that your AR System server is now licensed.


  • After the BMC Helix Service Management installation is complete, you must add the license in your AR System server within three days.
  • Add only one license key per application, but add enough user licenses for the various service management applications that you are licensed to use.
  • From the list displayed, select the type of license that you want to add. The License Type field is updated with the license type that you selected. Select the number of licenses and enter the license key, if applicable.
  • Click Generate License Usage Report to communicate license usage to your support and account representatives.
  • In case of an invalid or expired license, you get the following error message:
    You have reached the maximum number of database entries permitted with this version of the AR System(R).
    To purchase the unrestricted version, contact your sales representative. (ARERR 337)

Where to go from here

Next task

Proceed with Activating application licenses

Back to process

If you are finished Activating the application licenses, return to Installing.

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