Request process
You may request Lifecycle Requests by submitting a request through Support Central > Case Management. These services are included as a part of regular support of your service.
This topic contains the following information:
Submitting a Lifecycle Request
When submitting a Lifecycle Request, take the following actions:
- You will submit a request for any of these services via your support portal. See
BMC Support Central User Guide
for instructions on using your support portal. - When submitting a request, fill out the Summary or Change Summary field using the format "Lifecycle Request – RequestableOfferingName" (for example, "Lifecycle Request – Authentication integration" if you are requesting for authentication integration service). Select the request type below to get more information on each requestable offering:
| Request type | Support Central Request |
|---|---|
| Lifecycle Requests | |
| Authentication integration | Lifecycle Requests |
| Lifecycle Requests | |
| Lifecycle Requests | |
| Lifecycle Requests | |
| Request a Change | |
| Request a Change | |
| Request a Change | |
| Database refresh | Request a Change |
| Request a Change | |
| Create a New Case |
Estimated time to complete requests
The following table lists the service level targets for each type of request.
A business hour is any hour during a Monday to Friday global business day.
A business day is a day when normal global business is transacted; generally, Monday to Friday but not including weekends.
A calendar hour is based on a 24-hour clock and does not have exceptions.
| Request type | Initial request acknowledgment | Response update (from acknowledgment) | Fulfill request (from acknowledgment) |
|---|---|---|---|
Integration-related requests:
| 4 business hours | 72 business hours | Varies per request, but allow 5-7 business days |
| Database backups and restores | 4 business hours | 4 business hours | 24 business hours |
| Database encryption | 4 business hours | 72 business hours | Varies per request, but usually can be fulfilled within 2 business days |
| Database refresh | 4 business hours | 72 business hours | Varies per request, but allow 5-7 business days |
| Optional application component activation | 4 business hours | 72 business hours | Varies per request, but allow 5-7 business days |
| Language pack installation | 4 business hours | 72 business hours | Varies per request, but allow 5-7 business days |
| Database encryption | 4 business hours | 72 business hours | Varies per request, but usually fulfilled within 2 business days |
Important
New customer activation requests are created upon subscription order execution and do not have to be requested by the customer.
Fulfillment times will vary because they depend on you and your service organizations providing complete and accurate data. In some cases, fulfillment times also depend on the availability of customer resources or the installation of other system components.
Comments
Optional application component activation was renamed
Network port configuration is gone?
Betty Xu - please get this fixed
Hi Andreas Petraschke , the Helix Subscriber space reflects what has been updated in Support Central - Network Port Configuration is no longer a Lifecycle Request and will require Creating a New Case on Support Central (indicated above). It was removed when i.onbmc.com was retired for customer requests and the migration to Support Central happened earlier this year - PM: Martha Mulvaney.
Martha may be able to provide more details on the decision why Network Port Configuration was removed as a Lifecycle Request.
Regarding "Optional application component activation was renamed", can you please be more specific. If renamed and you are requesting for an update on docs - what is the renamed title?
Thanks,
Betty
Thank you Betty
Both topics are related to this page. You can easily find the errors if you check all links.
The link that not works on this page is: Optional application component activation
The new name is: BMC Helix ITSM optional application component activation
Thank you for your feedback, Andreas. I have updated this page to link to the right page.
Regards,
Dhanya
Please add
here or wherever it fits.
Thank you for your feedback, Andreas. I will check with the SMEs and add this information.
Regards,
Dhanya
Hello Andreas,
I have added a link to the Registering OAuth 2.0 clients in BMC Helix Single Sign-On topic in the Related topics panel.
For the other item, I am trying to get the information.
Thanks,
Dhanya
Why is changing the platform time zone not documented here?
Hi Andreas, some good news following our email exchange:
I was informed that the target release for the timezone change feature for Smart IT is targeted for 22.1.05 release. This is currently slotted for the April ITSM monthly service update (patching/enhancements/application maintenance), but please take these target dates as a guideline as timelines are subject to change. Good news is it is coming. You can keep tabs on the ITSM Release Notes included in your monthly Maintenance emails.
I followed up with your Case Support assignee and nudged them. Hopefully, you will get a response once he the information prepared.
Our Documentations team is working hard to check on timezone configurations for each BMC Helix service. You can see timezone configuration/change details updated in the near future under each Product Overview section: https://docs.bmc.com/docs/LPHELITSM/bmc-helix-it-service-management-documentation-866906291.html
Thanks! Betty
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