Find Detailed Product Info
The Support Central dashboard is home to a number of useful resources for tracking down information to help you troubleshoot and resolve problems you might run into with your BMC products. The majority of these can be found under the ‘Resources’ heading on the Support Central navigation menu:
Below, you’ll find a description of what each resource can be used for, as well as detailed instructions for how to use them.
Search the Knowledge Base
The BMC Knowledge Base is a comprehensive collection of answers to questions about BMC Products. It's a great first stop when trying to diagnose a problem.
When you click on the 'Knowledge Base' link under 'Resources', you'll be taken to a page with a simple text box.
Type your question into the text box. The Knowledge Base is designed to return results to specific product-related questions written in plain, conversational English. Essentially, you want to write your question the same way you would if you were asking someone in person.
Also, be as specific as possible. For example, don’t just ask about the product; ask about the specific version of the product. The clearer and more concise your question is, the better your results will be
NOTE: For more help with phrasing Knowledge Base questions, refer to our Knowledge Base Search Tips page.
Once you’ve entered your question, the Knowledge Base will return a list of answers that looks like this:
In the Results list, you’ll find a list of possible answers to your question. Clicking on the title (1) of any of these will take you to the full answer.
Oftentimes, the list of possible answers will be quite long. At the top of the results list, you can limit your answers according to their source (2). One of the Knowledge Base’s useful features is that it pulls not only from other customer’s Knowledge Base questions and answers, but also from our product documentation, the BMC Communities site, and other Support Central pages.
The sidebar on the left (3) gives you several other options for filtering your results. You can limit your results by a particular product. Just click the product you want to filter by and it will limit your list to results relevant to that product, filter by file type or year the document was published.
Find product documentation
BMC’s library of product documentation is extensive, and can be a great resource when you’re looking for in-depth help with a particular product or feature. BMC documentation lives on docs.bmc.com, but you can get there by clicking the ‘Product Documentation’ link under ‘Resources’.
The Documentation homepage looks like this:
1 - Log Into Docs Interface - The first step you’ll need to take before you can access any BMC documentation is to log into the docs interface. If you’re already logged into Support Central you’ll simply need to click the Login button in the upper-right corner. Your Support Central credentials should automatically grant you access to the docs interface.
2 - Select from Popular Docs - Under the ‘Popular Documentation’ heading you’ll see a collection of links to some of the most commonly used product docs. If you see your product suite on this list, just click the tile to view the relevant docs.
3 - Search Docs by Product Name - If your product name doesn’t appear on one of the ‘Popular Documentation’ tiles, then you can type your product name into the ‘Find online documentation by product name’ text box below. To improve your search results, it’s useful to include your product’s version number as well.
4 - Find Docs for Older Products - Documentation for some of our older products still lives elsewhere on the site. If you’re not able to find documentation for an older BMC product, click the large blue button to go to the Supported Products A-Z list. On that page you’ll be able to check whether your product and version is still supported, and sometimes find links to legacy documentation, as well.
Look up product compatibility
Many times, software cases stem from compatibility problems between different elements of our IT environments. To help pinpoint such problems, BMC Support offers the Solution Product Availability and Compatibility (SPAC) utility.
Click the ‘Availability & Compatibility (SPAC)’ link under ‘Resources’ to open the SPAC interface.
Once you are in the Product Availability & Compatibility site, you can search for the information you require
1 - Search by Parameters or by Product - At the top of the SPAC interface, you can choose which method you want to use to search the database:
- Search by Parameters - Click this button to search using a string of criteria, each separated by a comma. For example, you can search for ‘ITSM, IE 6 32bit.’ This would return a list of BMC IT Service Management products that are compatible with the 32-bit version of Internet Explorer 6.
- BMC Product and Version - Click this button to search by a specific BMC product and version. Using this method, you can view a full list of products and platforms with which your selected product and version is compatible.
2 - Enter Search Variables - When searching by parameter, you’ll notice that the search bar will automatically pop up a list of search criteria as you type. Selecting your criteria from these selections will ensure that your results are more accurate and make the process of search much faster.
3 - Locate your Product on the List - The list below the search bar (which will become lists, when searching by Product and Version) will display any products that meet your search criteria. Click on any product to see a list of its core components as well as a list of compatible platforms and products.
4 - Click Help for SPAC User Guide - If you need additional help using the SPAC utility, click the ? button in the upper-right corner. This will take you to a full set of documentation for using the SPAC utility.
Check product status
If you’re having trouble locating resources to support an older BMC product, it’s often useful to double-check the product’s current status. The ‘Resources’ menu has two very simple links to help you do that.
The first, is the ‘Supported Products A-Z’ list under ‘Resources’.
On this screen, you can review all of the products that BMC currently offers. Search for a particular product in the search bar above, or just scroll down the list alphabetically. You can also choose to organize the list either by current product names or by their former names, in case the product name has changed.
Click on a current product name to view a list of versions, and which of them are still actively supported. You can also click on a version number to view technical documentation for that product version.
The second resource to check is the ‘Withdrawn Product List,’ also under ‘Resources’.
This page lists all of the products BMC no longer supports. The far right column for each product links to detailed information about the withdrawal, as well as migration instructions, when available.
Download parameter references
The BMC Parameter Reference Database (PRD) allows you to download parameter data for certain products. These parameter reports are useful not only for gathering information on default product settings, but also for planning out installation and customization projects.
When you click the ‘Parameter Reference Database’ link under ‘Resources’ you’ll arrive at the tool’s homepage, but it won’t look like much at first–you’ll need to log in.
Click the Login button in the upper right corner. If you’re already logged into Support Central, you should be automatically logged into the PRD interface, which will look like this:
1 - Filter By Product Name - Search for the product you want by typing its name into the ‘Product Name’ search box. The product list below will be filtered according to your search criteria.
2 - Find Your Version - In the list below, locate your product, as well as the specific version you’re running.
3 - Select Download Format - To the right, you can choose which format you’d like to download the parameter report in. Simply click the icon for your desired format to download the parameter report.
Table of Contents
- Getting Started with Support Central
- Manage Your Support Account
- Submit & Track Support Cases
- Download Products & Updates
- Find Detailed Product Info
- Additional Support Resources