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BMC requires that customers provide the following contact lists for each instance of their BMC Helix services. If you have subscribed to multiple services, you will probably have a different set of contacts for each one. Contact lists may be modified at any time by using the Contact Lists utility available from the support portal. If you do not use this portal, you may submit a request through Support Central and your changes will be updated by a support agent.

Change ApproversChange approvers are configured in the BMC operations system and identify those individuals who will receive notifications on scheduled changes and are authorized to approve a change request.
Emergency ContactsThe emergency contact list is used to notify individuals of system outages, and may include any other type of issue that is deemed an emergency by BMC.
General Notification ContactsThis list provides contacts that should receive general notifications about the service, such as new version announcements, policy change notifications, new service announcements and so on.
Maintenance ContactsThe maintenance contacts are notified of all scheduled maintenance activities. It is advised to have some overlap with the Change Approver list.
Registered Support Users

Support users are those individuals registered to access the support portal. These individuals can submit requests, work order and change requests on behalf of their company.

To view registered users of Support Central under your support ID, you must be configured as an administrator. Once you are configured as an administrator, you may remove registered users as necessary.

Security ContactsThis list is used for notifications in the event a security incident takes place that affects one of more of your environments. If no security contacts are listed, BMC will use the Emergency Contacts list.


The same individual may be on multiple lists if they work in different capacities.

Contact lists may include group email addresses, for example

Notifications are important. It is the customer's responsibility to keep their contact lists current.

Note that users displayed on the Registered Support Users list can access and modify all support requests including incidents, work orders and change requests.

BMC recommends reviewing and updating these lists monthly.

Related topic

BMC Helix Notification policy