Request process for BMC-dependent activities

Request Type

Description

New Mailbox

Set up mailboxes for each of your tenant companies. An initial mailbox is provided, which supports email routed to either the MSP or the first tenant onboarded. You must request additional mailboxes as each tenant is onboarded.

To request additional mailboxes, submit a case on Support Central > Case Management and include the following details:

• Company name
• Specify whether the mailbox is to be added to BMC Helix ITSM or BMC Helix Business Workflows (especially if you have both subscription services)
• Service URL

BMC Helix Single Sign-On (SSO)

To configure a new company with a different authentication method, such as a new identity provider, you must create a new realm inside the BMC Helix SSO service.
You can request the creation of a new realm for the company by submitting a case on Support Central > Case Management and including the following details:

• Company name
• Realm name

After creating a realm, BMC confirms through the case and the MSP admins can further configure the realm with the identity provider.
For more information, see the following topics:

• Configuring authentication
• Configuring SAML 2.0 authentication

BMC Client Gateway

BMC Helix Client Gateway, a non-VPN solution, must be used to securely connect to your BMC Helix services when using specific integration methods. You must install the BMC Helix Client Gateway client at your site to facilitate this connection.

The integration for tenant companies must go through REST endpoints, which do not require the Client Gateway. Also, the tenant companies do not get access to Developer Studio or other clients that require the Client Gateway.

For more information, see BMC Helix Client Gateway connectivity.

FTP

The file transfer process defines how data files are imported to and exported from your BMC Helix environments.
Incoming information includes initial and ongoing data loading of people, assets, and related data. Outgoing information includes reports and application debug logs. Access to FTP is provided only to the MSP administrators, and the MSP administrator would need to facilitate any requirements their customers might have.

To learn more, see File transfer process.

ODBC

Open Database Connectivity, or ODBC, is an open standard method of accessing data from a database. ODBC access is directly to the database. Permissions and row-level security are not enforced. Hence, there is no multitenant data segregation when querying the data. ODBC queries must be controlled and queried only by the MSP.

To request access for ODBC, please submit a Lifecycle Request in Support Central > Case Management and submit an ODBC Access Request case.
For detailed information, see ODBC access requests.