This topic contains the following information:
Users will contact the appropriate BMC support team based on the licenses purchased. A mapping of licenses to 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 SaaS Service Desk|
BMC Helix Custom Applications
BMC Helix Custom Connector
BMC Helix Cognitive Automation
BMC Helix Chatbot - Standard or Premium
BMC Helix Business Workflows
BMC Helix Multi-Cloud Service Management
BMC Helix Client Management
BMC Helix Discovery
BMC Helix Discovery for Service Providers
BMC Helix Cloud Cost
BMC Helix Cloud Security
BMC Helix Capacity Optimization services
BMC Helix Operations Management
BMC Helix Vulnerability Management
BMC Helix Integration Platform
|BMC Support Central|
|On premises ITSM or BMC TrueSight products||BMC Support Central|
If you have more than one BMC Helix service and both support desks are in play, you may use the BMC SaaS Service Desk for all requests related to these services.
The BMC SaaS Service Desk is available via the following channels:
This site provides a user-friendly, service-centric portal built specifically for BMC SaaS customers. This portal is backed by BMC Helix Digital Workplace technology and provides a single location for all of your service needs. The portal offers dramatically enhanced self-service functionality, an instant activity feed that shows your ticket status updates, quick links to your performance dashboard, change request approvals, change calendar and ticket summary, proactive service health notifications, and mobile access.
After a request is submitted to the BMC SaaS Service Desk, it is automatically assigned to a BMC first-level support analyst unless the issue is flagged as critical. If critical, the request goes directly to the BMC SaaS Network Operations Center (NOC).
For detailed registration information and other portal features, see the i.onbmc.com User Guide v2.2.
BMC Support Central is available via the following channels:
Regardless of which support portal is used, each user must register with BMC Support Central. Registration to the i.onbmc.com support portal requires one additional step as documented in step 2 below.
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.
2. For users whose company has subscribed to a service requiring access to the BMC SaaS Service Desk, you must also create a profile for i.onbmc.com. You may do this in one of two ways:
Have a co-worker submit a request on your behalf.
The username and password registered with BMC Support Central (step 1) will serve as your login credentials for i.onbmc.com.
*If you are a service provider or contract employee requesting access to your client's data, and you are not registering with a client-provided email, you must have a representative from your client request access or provide written approval on your behalf.
If you are already a registered user for i.onbmc.com, sending an email to firstname.lastname@example.org will not work. This email is reserved for only those users who are not yet registered. If you are submitting a request on behalf of a co-worker, log into the portal and use the Request Something Else offering to submit your request.
Your email address must have a company-issued domain and must match exactly the email used for registration in step 1. Domains such as @gmail.com, @hotmail.com, @yahoo.com, and so on are not allowed.
BMC employees do not need to perform Step 1 above unless they also need access to Support Central. When requesting access, you must send in your ADPROD id, employee number and the customer you need access to. BMC uses single sign-on for this application, so your username will be your ADPROD id.
Customer support policies are available at http://www.bmc.com/support/review-policies/.