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Obtaining AR System Server license keys

Before you start installing the BMC Cloud Lifecycle Management solution, BMC recommends that you obtain the license keys listed in the following sections. A license key is a value that enables you to activate a license. Each key is tied to a particular host; a unique entry for each server is therefore required within the Add or Remove Licenses tool. To request a permanent key or a temporary key, use the BMC Support Central site. 

BMC Remedy AR System server licenses

For any cloud installation, a minimum of two AR System server license keys are required. Obtain BMC Remedy AR System server (AR System server) licenses for the following products. 

  • BMC AR Remedy System & IT Service Management Suite server component (sometimes described as "Enterprise AR" or "E-AR")
  • BMC Remedy AR System - Cloud Database server component (sometimes described as "Cloud AR" or "C-AR")
  • For a high availability (HA) installation, you also need to obtain the license keys for BMC AR System Server & IT Service Mgt. Suite — Secondary, and BMC AR System — Cloud Database Secondary hosts.

Note

Every AR System server in the environment requires its own separate license key. For a high availability (HA) installation or AR System servers in one or more server groups, you also need to obtain the license keys for BMC AR System Server & IT Service Mgt. Suite — Secondary, and BMC AR System — Cloud Database Secondary hosts. The number of license keys that you need to generate will equal the total number of AR System servers.

Required information for license key generation

The following information is required to generate a license key.

Key typeDescriptionInformation required
PermanentLicense is tied to your BMC support ID and purchase order number (PO#)
Temporary

Thirty-day trial/temporary license.

You can generate this with your BMC Support Central login that is tied to BMC's internal support ID.

  • Support contract ID
  • Purchase order number
  • Email address
  • AR System server version – For CLM, select 7.1 and Higher.
  • AR System server host ID
  • Site Name default to Support Contract ID

 

To access the self-service generator, you must be active on support and own an active user login account on BMC Support Central. If you do not know your user ID and password for the site, contact BMC Customer Support Contacts for your region. If you cannot provide the Purchase Order Number, see Support for Password / License Key Issues.

Obtaining Host ID of the server

The Host ID is equivalent to the AR System server's physical or hardware address, or MAC address, of the primary network interface. Anytime the physical/MAC address changes for the server, a new license key for that host ID needs to be generated and applied.

Determining the Host ID of AR System on a Microsoft Windows server

  1. Open a command window on the server computer.
  2. At the prompt, enter ipconfig /all.
  3. Find the physical address for the server computer.

    For example, the physical address is 00-FF-B0-AB-3D-07. BMC uses the physical address of your computer without the dashes.

  4. To use the server host ID to obtain your license key, remove the dashes from the physical address. In this example, the server host ID that BMC uses to license the AR System server is 00FFB0AB3D07.
  5. Use this information to generate your permanent or temporary license key. 

Determining the Host ID of AR System on a Linux server

  1. Open a terminal.
  2. At the prompt, enter ifconfig.
  3. Record the Hardware Address. For example, the Hardware Address is
    HWaddr 00:50:56:AC:04:10.
  4. To use the server host ID to obtain your license key, remove all the colons from the value and convert uppercase letters to lowercase. In this example, the server host ID that BMC uses to license the AR System server is 005056ac0410.
  5. Use this information to generate your permanent or temporary license key.

Obtaining permanent license keys

For generating permanent AR System license key, ensure you log in to BMC Support Central using proper login ID with customer's Support ID.

  1. Log in to BMC Support Central.

    For generating permanent AR System license key for customer, ensure you have associated your customer's Support ID to your BMC Support Central profile, and have switched your session to your customer's Support ID. For steps on how to do this, see Required Information for License Key Generation.

  2. Click Licensing and Passwords.

  3. Click Request a New License.
  4. Agree with the End User License Agreement.
  5. Enter the required information for a permanent license.
     
    1. Verify that your available BMC Remedy licensed products and features are related to the Support Contract ID displayed on the form. 
    2. Verify the correct AR Server version.  This is required for a valid license key.
    3. Enter the HostID by operating system.
  6. Select Product Feature and enter 1 on Quantity Requested from your list of Product Features and Qty remaining available for this Support Contract and PO Number.
     
  7. Click Request License.
    You can only request 1 license key at a time. The license key will be sent to the email address that was specified.

    If you need to see the license key immediately without waiting for the license key email, or if the email went to someone else (e.g. customer), you can click on View Current Licenses tab which will show you the license key that was generated under the currently associated support ID. Ensure you identify the correct license key by comparing the Issue Date, Host ID, Customer PO, Email Address and Status.

Obtaining trial or temporary license keys

If you do not have all the necessary information required to generate the permanent license key but you need to have a key to move forward with installation, you can request and generate a 30-day temporary license key. You can later replace the temporary key with a permanent one.

  1. Log in to BMC Support Central.
  2. Click Licensing and Passwords.
  3. Click Request a Trial/Temporary License.
  4. Agree with the End User License Agreement.
  5. Enter the required information for a temporary license.
  6. Fill in the Request Trial License information.
     
  7. Click Request License button.
  8. The temporary license key will be sent to the email address that was specified.

    If you need to see the license key immediately without waiting for the license key email, or if the email went to someone else, you can click on View Current Trial Licenses tab which will show you the temporary license key that was generated under your logged in Support ID. Ensure you identify the correct license key by comparing the Issue Date, Host ID, and Status.

Applying the AR System server license key

During the installation of the BMC AR Remedy System & IT Service Management Suite or Cloud Database servers, you are prompted to enter the AR System server license information. Enter the license key exactly as it appears in the license key email or online.

For permanent license key, you only enter the AR Server License Key field. Other fields should be left blank. For temporary license key, you enter the AR Server License Key and Expiration Date. Expiration Date format should be exactly as it appears in the license key email (DD-Mmm-YY).

Updating the AR System server license after installation

If you need to apply or replace the permanent license key or replace a temporary license key after installation, use the following steps.

  1. Log on to the target Remedy AR System Server (BMC AR Remedy System & IT Service Management Suite or Cloud Database). 

    If you are connecting to the Cloud Database AR System server using the browser, ensure you have properly configured the Mid Tier server to connect to the Cloud-AR server.

  2. From the list of applications on the IT Home page, select AR System Administration > AR System Administration Console
  3. In the left navigation pane, select System > General > Add or Remove Licenses
  4. Click Add New.
  5. From the License Type field, select AR System Server.
  6. Enter as the number of licenses.
  7. Enter the license key in the License Key field exactly as it appears in the license email.
  8. Click Save.

    If you are replacing an old or temporary license key with a permanent license key, ensure to select and remove the old or temporary license key after you add the new license key.


Support for password or license key issues

If you have trouble or issues with the license key generation, create a BMC Support issue. Select Yes for "Is this issue for a problem with your product's license or password?"

You might run into the following issues:

  • You cannot provide the correct Purchase Order # for license key generation.
  • The Quantity Remaining is 0 after you pull up the licensed product list that prevents you from generating a license key. 

If the issue is urgent and you cannot use a temporary license key, send email marked as high importance to Password_Admin_Houston@bmc.com after you create the BMC Support issue and include the support issue number you just created and brief description of the issue and information needed.

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