BMC Helix support overview
This topic contains the following information:
Support team options
Users will contact the appropriate BMC support team based on the licenses purchased. A mapping of licenses to the support team is shown in the table below. Only the licenses purchased determine which support team handles your requests; your service's data center location is not relevant for support purposes. For example, if your company has purchased BMC Helix Business Workflows, you will use BMC Support Central whether you are hosted in the BMC cloud or the AWS cloud.
| License purchased | Support team |
|---|---|
BMC Helix ITSM - Suite BMC Helix ITSM - Service Desk BMC Helix ITSM - Service Optimization BMC Helix Digital Workplace Basic (if purchased standalone) BMC Helix Digital Workplace Advanced (if purchased standalone) BMC Helix Custom Applications BMC Helix Custom Connector BMC Helix Virtual Agent - Standard or Premium BMC Helix Business Workflows BMC Helix Multi-Cloud Broker BMC Helix Client Management BMC Helix Discovery BMC Helix Discovery for Service Providers BMC Helix Cloud Cost BMC Helix Cloud Security BMC Helix Continuous Optimization services BMC Helix Operations Management BMC Helix Automation Console BMC Helix iPaaS On-premises ITSM or BMC TrueSight products | BMC Support Central |
Registering for Support Central
- Register with BMC Support Central — Go to the
registration page
. You will need your SaaS Support ID and password (from the Order Detail email that is provided to you when your SaaS order is placed with BMC). - If you do not have this email, contact your company’s BMC support administrator or send an email to customer_care@bmc.com, and BMC will provide this information to you.
Important
If you've previously registered with BMC Support Central, you still need to add your SaaS support ID to your profile. Do this by logging in and selecting Manage Support IDs > Add Support IDs. Enter your SaaS support ID and PIN and select Submit.
Visit the
Support Central User Guide
and learn how to manage your Contact List, among other helpful tips.
Customer support policies
Customer support policies are available on
this page
.
For the BMC Helix iPaaS, refer to the
Jitterbit End-of-Life Policy
for timelines and announcements. Support for this product is provided by BMC via our standard support policy.
Comments
Company has subscribed to a service requiring access to the BMC SaaS Service Desk and User need to create profile.
If registered user sent email then it will get reject with syntax error.
It will applicable to new user for Registering whose profile is not created in the i.onbmc.com.
Example:
'A' user already registered in the i.onbmc.com and 'B' user is the new user need registration to i.onbmc.com.
If 'A' user : sent email then it will reject with syntax error because already user is registered.
If 'B' user : sent email then it will proceed with success.
My customer already has helix subscription. When I sent email, i received response as :
i.onbmc.com Email Rejection Notification (Incorrect syntax)
i.onbmc.com Portal Registration Request
If I try to access i.onbmc.com , i get error as "Incorrect user name or password. (1006)" . I am using my BMC support login and I am able to access BMC Support Central using my support login.
Thanks,
Sanket
Closing this comment as i.onbmc.com has been retired
We want to add a note that for an application issue customer does not need to submit separate REQ / INC for different environments .
Single REQ / issue is required to be submitted and same REQ/ INC is referred to fix issue in all environments live Dev , QA , Prod , Training , SIT etc.
Can you please add such a note to clarify it on Helix Support Overview page under section - Contacting the BMC SaaS Service Desk
Hello Ashish,
This information has been added to this page of the Support Central User Guide: Create a new case.
Thanks,
Dhanya
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