BMC Helix support overview

This topic contains the following information:

Support team options

Users will contact the appropriate BMC support team based on the licenses purchased. A mapping of licenses to the 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 purchasedSupport 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 Helix Custom Applications

BMC Helix Custom Connector

BMC Helix Virtual Agent - Standard or Premium

BMC Helix Business Workflows

BMC Helix Multi-Cloud Broker

BMC Helix Client Management

BMC Helix Discovery

BMC Helix Discovery for Service Providers

BMC Helix Cloud Cost

BMC Helix Cloud Security

BMC Helix Continuous Optimization services

BMC Helix Operations Management

BMC Helix Automation Console

BMC Helix iPaaS

On-premises ITSM or BMC TrueSight products

BMC Support Central

Registering for Support Central

  1. Register with BMC Support Central — Go to the registration page Open link . You will need your SaaS Support ID and password (from the Order Detail email that is provided to you when your SaaS order is placed with BMC).
  2. If you do not have this email, contact your company’s BMC support administrator or send an email to, and BMC will provide this information to you.


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.

Visit the Support Central User Guide Open link and learn how to manage your Contact List, among other helpful tips.  

Customer support policies

Customer support policies are available on this page Open link

For the BMC Helix iPaaS, refer to the  Jitterbit End-of-Life Policy Open link for timelines and announcements. Support for this product is provided by BMC via our standard support policy.

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  1. Mahesh Kurre

    Company has subscribed to a service requiring access to the BMC SaaS Service Desk and User need to create profile.

    If registered user sent email then it will get reject with syntax error.

    It will applicable to new user for Registering whose profile is not created in the


    'A' user already registered in the and 'B' user is the new user need registration to

    If 'A' user : sent email then it will reject with syntax error because already user is registered.

    If 'B' user : sent email then it will proceed with success.

    Mar 18, 2021 10:16
  2. Sanket Mhatre

    My customer already has helix subscription. When I sent email, i received response as : Email Rejection Notification (Incorrect syntax) Portal Registration Request

    If I try to access , i get error as "Incorrect user name or password. (1006)‎" . I am using my BMC support login and I am able to access BMC Support Central using my support login.



    Aug 18, 2021 09:44
    1. Miles Escow

      Closing this comment as has been retired

      Jun 20, 2022 07:18
  3. Ashish Bodake

    We want to add a note that for an application issue customer does not need to submit separate REQ / INC  for different environments .

    Single REQ / issue is required to be submitted and same REQ/ INC is referred to fix issue in all environments  live Dev , QA , Prod , Training , SIT  etc.

    Can you please add such a note to clarify it on Helix Support Overview page under section -  Contacting the BMC SaaS Service Desk 

    Jan 11, 2022 08:09
    1. Dhanya Menon

      Hello Ashish,

      This information has been added to this page of the Support Central User Guide: Create a new case.



      Jun 22, 2022 09:12