Customer contact lists
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 Central Case Management portal.
List | Purpose |
|---|---|
Change Approvers | Change 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. |
Change Notification | The Change Notification list is used to store the email addresses to be included on all communications related to Change Requests (CRQs) for a given customer. |
Emergency Contacts | The 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 Contacts | This 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 Contacts | The maintenance contacts are notified of all scheduled maintenance activities. It is advised to have some overlap with the Change Approver list. |
Security Contacts | This 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. |
Technical Contacts | This list provides contacts to directly receive the activation credentials for BMC Helix cloud environments. Technical Contacts stated on the original Order Form is, by default, included as a Technical Contact and can be updated or removed at any time by authorized Support Central users. |
Reminders:
An individual may appear on multiple contact lists if they serve in different roles. Contact lists can include group email addresses, such as calbro_change_management@calbro.com. Notifications are important, and it is the customer's responsibility to keep contact lists up to date. Users listed under Registered Support Users have access to all support requests, including incidents, work orders and change requests. BMC recommends reviewing and updating these lists monthly to ensure accuracy and proper access.
To add key contacts for BMC Helix environments
You must be logged in to Support Central to add people to your support contact list.
Important:
Only individuals who are registered in Support Central can be added as key contacts. You may list multiple names under each category except Change Approvers. For Change Approvers, a minimum of two names is required. If no Change Approvers are listed, changes will be automatically approved by default.
Click Case Management:
Manage Support IDs can be found here (upper right-hand corner, at user profile drop-down):
- Select the environment for which you want to add contacts.
- Choose the type of contact list you wish to update.
- Click the Add button.
- Fill in the required information and click Submit.
Related topic