Maintenance outage for upgrade on Sunday, September 22

This site,, will be inaccessible for two hours starting at 8 AM CDT, Sunday, September 22, for a platform upgrade.

    Page tree


    To view the latest information for BMC Helix services and policies, go to BMC Helix Subscriber Information.

    Skip to end of metadata
    Go to start of metadata

    As part of your subscription service, some optional application components are available, but not provisioned by default. For customers on Remedy OnDemand v9 or higher, some of these components may already be loaded. These components, if required, must be requested individually by the customer using the Request Something Else option from the support portal if prior to go-live, or the Request a Change option if after go-live. Each environment requires a separate request.

    Optional components include:

    Application componentFunction
    Smart IT Openfire chatOpenfire is an open source real-time collaboration server based on the XMPP (Jabber) protocol used for instant messaging and group chat from within the Smart IT application.
    BMC Virtual ChatThe Virtual Chat application provides self-service users with both virtual agent and live agent capabilities. It searches various knowledge repositories for solutions and escalates the request to the live agent upon request. This component is available with the purchase of the BMC Digital Workplace Advanced Cloud option.
    BMC Atrium Core Web ServicesThe BMC Atrium Core Web Services expose the public APIs available from BMC Atrium Core, including reconciliation, normalization, and BMC Atrium CMDB APIs. They also expose other web services that register with the Apache jUDDI Registry Server.
    BMC Service Resolution (BSR)BMC Service Resolution is an application extension that creates infrastructure incidents and application/service-aware incidents, informing you proactively of issues in your IT environment. Its main purpose is to enable data flow between BMC Remedy OnDemand and BMC's TrueSight (formerly ProactiveNet Performance Manager) products.
    BMC Atrium CMDB extensionRequired when integrating the BMC Discovery tool to Remedy OnDemand, the BMC Atrium CMDB extension adds a single hidden attribute, ADDMIntegrationID, to the CMDB BaseElement class. This allows the discovery tool to store a unique key on every CI that it creates in its dataset.
    BMC Atrium CMDB SCCM adapterCustomers integrating discovery data from Microsoft's System Center Configuration Manager (MS SCCM) product will require this integration plugin. The MS SCCM application must be installed on the customer's premises and requires the BMC Client Gateway to establish communication between Remedy and the MS SCCM discovery database.
    BMC Configuration Drift Management applicationUsing the configuration management data in your BMC Atrium CMDB, Drift Management focuses on the auditing, verification, and management of infrastructure changes in your data center IT environment. The auditing activities provided by Drift Management assist you in keeping your data center operationally compliant with the business rules of your IT environment. This component is available with the purchase of the Service Management Suite or Service Optimization package.


    Configuration of any integration or personalization for an optional component is the sole responsibility of the customer.

    These components are developed or licensed by BMC, and fully supported as part of your OnDemand subscription. A subscription to the appropriate OnDemand package containing the component is required. See BMC Remedy OnDemand service for more information on packaging options.

    Third party adapters and plugins are not allowed in the BMC cloud.

    Related topics

    BMC Remedy with Smart IT product documentation

    BMC Virtual Chat product documentation

    Getting started with BMC Atrium Core Web Services

    BMC Service Resolution product documentation

    BMC Discovery product documentation

    BMC Atrium CMDB SCCM Adapter Guide

    BMC Configuration Drift Management product documentation

    BMC CMDB Extensions for Infrastructure Management