This topic provides information that supplements the BMC Helix Subscriber documentation. It contains the following sections:
This section provides answers to frequently asked questions about BMC Helix services.
BMC provides services to hundreds of customers worldwide. These customers are across multiple industries and include many global customers with complex security, compliance, integration, and performance requirements.
Yes. BMC SaaS Operations monitors all customer environments. For more information, see System monitoring.
If you use the i.onbmc.com support portal, you can see a real-time view of your service status and performance metrics by navigating to the Service Catalog > Other Services > Service Status Dashboard option within the portal.
BMC frequently resolves potential issues before they are customer-impacting. Based on incident severity, issues are addressed so as to provide restoration of the service as soon as possible. If you are experiencing an issue, promptly submit an incident to BMC Support. For more information, see the BMC Helix Incident Response policy.
BMC Helix services now follow a set release schedule. BMC Helix ITSM is released twice a year, in February and August, as designated by the .02 and .08 releases, respectively. Other BMC Helix services are released quarterly in February, May, August and November. Upgrades are performed either upon request (BMC Helix ITSM) or scheduled proactively by BMC SaaS Operations (all other BMC Helix services). For more information, see BMC Helix Upgrade policy.
Yes. You will have an opportunity in user acceptance testing to determine if those customizations still make sense. If they do not, they can be disabled so that the out-of-the-box workflow is executed instead. For more information, see BMC Helix ITSM Customization policy.
BMC SaaS Operations supports minor adjustments made to customizations as a part of the upgrade process. If a significant change to logic is required, you should work with BMC SaaS Operations to understand the impact. If a major change to the customized code is required, you can choose to implement it on an "as-is" basis, implement a small workaround, or disable the customized code. Any major changes to the customization can then be scheduled for implementation after the upgrade through the regular change control process. For more information, see BMC Helix Upgrade policy.
This section provides answers to frequently asked questions specific to BMC support.
See BMC Helix support overview to determine which portal you will use and for registration instructions.
Access to either portal first requires registration through BMC Support Central. You will log in using the credentials you set up during that registration process. Your username is usually your employer-provided email address. Access to i.onbmc.com requires one additional registration step. See Registering for the support portals for details.
To register for access to the portal, see Registering for the support portals. Note that registration for i.onbmc.com is a two-step process.
If you are having trouble accessing either portal, contact your Business Relationship Manager or have a co-worker submit an incident on your behalf. You may also initiate a live chat (during business hours) from the BMC Support Central site.
The i.onbmc.com portal is available for both iOS and Android mobile devices. BMC Support Central is available via a desktop application only. To download the i.onbmc.com portal on an iOS device, go to the Apple app store and search for "BMC i.obmc.com". Follow the download prompts. Once it is downloaded to your device you may access it by selecting the download icon on the screen. For Android devices, you must download the application via your device’s browser. To download the application, open a browser on your device and go to the download page at https://myportal-myit.onbmc.com/download/myit/. Once you have selected the link the application will start the download process. Select Install i.onbmc.com Android. For additional information, see Section 6 of the i.onbmc.com User Guide.
This section provides answers to frequently asked questions specific to submitting an RFC from the support portal.
RFCs are submitted through the i.onbmc.com support portal using the Request a Change offering. This form contains all the information needed to effectively plan, manage, track, and fulfill an RFC. Required fields are denoted in the form. If you are using Support Central to request a change, see Change documentation for a complete list of the information you must provide. Failure to provide the required information will result in scheduling delays for your request.
Scheduling is based on the date and time you request from the Requested Window Start Date and Requested Window Start Time fields. If there are any conflicts or concerns with these inputs, BMC SaaS Operations will contact you. BMC recommends a minimum of 72 hours' notice for RFC scheduling.
Yes. If you are using the i.onbmc.com support portal, view the RFC by navigating to the My Activity > Requests menu. Select the RFC and then select Cancel Request. You will only be able to cancel the request from this menu if you are the original submitter or the request was submitted on your behalf. If you did not submit the RFC, you must navigate to the Service Catalog > Service Request Report option. Select the request from the report and click on the Requst ID to open the request. At the top you will see a Cancel Request button. Upon confirmation, the status of the RFC changes to Cancelled.
If you are using BMC Support Central, you may cancel the case by opening it and selecting the Cancel button.
Yes. If you are using the i.onbmc.com support portal, fill out the Related REQ Number(s) field. This field allows you to input one or more related requests; for example, the REQ for a change in the QA environment may be related to an RFC for the same change in the Production environment.
If you are using BMC Support Central, you have state the related request as plain text.
No. Email communication will continue, with the added benefit of communication through the RFC request within the portal.
No. Although you may summarize the type of change in the Summary field, BMC SaaS Operations actually determines the type of change and categorizes it in the internal change management system. Customer input is no needed for this field.
No. BMC allows you to opt out of CRB review and approval, assuming the customization was designed and developed using BMC recommended best practice guidelines. See BMC Helix Customization policy for more information.
Yes. Customers may add a comment to the RFC form requesting an adjustment to the date and and time originally requested.
No. Regardless of whether or not you have CRB approval, it is your responsibility to maintain your customizations on an ongoing basis. For additional information, see the BMC Helix Customization policy.
BMC will first review the RFC inputs for completeness. Every effort will be made to schedule the requested change based on the date and time you requested. If there are any issues with the RFC scheduling, BMC SaaS Operations will contact you with a suggested alternate date and time. You will then have the option to accept or reject the proposed change window. If you need to reject it for any reason, please provide a reason for rejection, or another alternate date and time that works for you.
You may add a comment to the original RFC request and the assigned Support Manager can contact you.
Yes. If you are using the i.onbmc.com support portal, navigate to the Service Catalog > Change Calendar option to see your scheduled change in the calendar view. If the RFC is not yet scheduled, you can view it under the My Activity > Requests menu. This menu will show you all requests that you have submitted, including incidents, service requests and change requests. To view RFCs submitted by a co-worker, select Service Catalog > Change Calendar (calendar view) or Other Services > Service Request Report (list view). Various filtering options are available from the list view.
If you are using BMC Support Central, you can only view RFCs that you submitted.
Yes. If you are using the i.onbmc.com support portal, go to the Service Catalog menu, scroll down to the Other Services section. Select Change Calendar. This option will display a calendar view of all scheduled (past 90 days plus future) changes.
The following hyperlinks provide additional information that you might find helpful: