Helix Support Focus blogs share the best self-solve resources to address a popular BMC product topic. They target areas with lots of existing self-solve content where there is opportunity to consolidate, clarify, extend, and/or clean up the content. The overall effort may span several months and cover analysis, planning, curating and delivering new webinars, videos, BEST FAQ Knowledge Articles, and/or Helix Support blogs. The goal is that by the time we post the Helix Support Blog, the identified gaps and opportunities are addressed and the best content from the perspective of Support is easy to find, without diminishing the ability to find solutions for less common questions or issues.

Helix Support Focus blogs is a part of our Focus on Self Solve Search and an extension of the Helix Support blogs program, which shares insights, guidance, and tips from the Customer Support team foster success in the BMC Community. 

Helix Support Focus blogs have titles that begin with “Helix Support Focus on” so you can search for them by searching on that phrase, for example: @title=”Helix Support Focus” in Search BMC Support or Search BMC Community, or just search on “Helix Support Focus” in Google.

Helix Support blogs have titles that begin with “Helix Support” so you can search for them by searching on that phrase, for example: @title=”Helix Support” in Search BMC Support or Search BMC Community, or just search on “Helix Support” in Google.

Below are examples from product areas that are early adopters of this Helix Support Focus process. 

Helix Support Focus on AR System Email Engine 

Helix Support Focus on AR System Performance 

Helix Support Focus on Remedy with Smart IT Notifications, Global Search, AIS, and Approvals

Helix Support Focus on Remedy with Smart IT Screen Configuration

Helix Support Focus on TrueSight Server Automation (TSSA) Patching

Do you find these helpful? Is there anything you would suggest we do differently?  If so, please add comments below.

This post shares enhancement to make it easier to search for self-solve content on BMC products. 

Customer surveys indicate finding solutions is the biggest obstacle to successfully utilizing self-help resources. The resources are typically highly rated when they are found, but the obstacle is easily finding the right resource at the time of need. Improving this experience is my top priority. In this document, I will share my recent and ongoing efforts to improve it in three different areas – Public Search such as Google, BMC Site Searches, and Interaction-embedded search. 

Public Search – Most searches for solutions begin using web searches such as Google. We make self-solve content publicly accessible whenever possible so common solutions and answers are accessible even before coming to our site.  Most improvement opportunities in this area are around content curation, governance, and archiving to ensure the public content is both high demand and high quality. Below are changes in this area.

Helix Support Focus Blogs - Oct 6, 2022

BEST FAQ Knowledge Articles - Sept 27, 2022

BMC Site Searches – Searching on BMC sites such as Support Central or BMC Community makes it possible to add features specific to the site, content usage, and user preferences. These features may be automatic, optional in the UI, or enabled via documented special syntax. Below are changes in this area.

"Favorite Products Only" in Search BMC Support - July 23, 2022

Advanced Search Syntax in Search BMC Community – May 17, 2022

Interaction-Embedded – The third kind of searches are automatic based on the interaction, for example, searching for Possible Solutions when creating a case. Below are changes in this area.

Enhancements to Possible Solutions Displayed When Creating a Case – March 28, 2022

You can login and follow this document to learn of new features as I announce them on BMC Community and update this document to link to them. Please add comments below or to the individual announcements to let me know if these changes are helpful, need to be expanded, shrunk, or redirected.

BEST FAQ Knowledge Articles share common questions on a BMC product feature and link to the best resource for each. Below are some recent examples. Topics are selected from product features with many related questions and often lots of existing self-service content. These Best FAQ articles help highlight the resources that are both most common and most recommended by BMC Customer Support. They should help you identify the best resource quickly. We hope they also help you find related questions and resources before you need them. 

In the process of writing these Best FAQ Articles, we often find additional opportunities to improve the self-service content in the product area, for example:

·    Consolidating articles with duplicate or overlapping solutions

·    Updating or removing articles that no longer apply

·    Making it easier to find our best content by linking to it

·    Ensuring our best content comes up in searches

·    Enhancing our recommended content with videos or planning a webinar

This new process is part of our Focus on Self Solve Search

As we work through these changes, the Best FAQ article may get several updates. This is part of the reason we do these in Knowledge Articles, because Customer Support owns and updates them as we work cases.

At the bottom of each Best FAQ article, you will see when it was last updated – by date and product version. This makes it easy to see when it was last reviewed and updated. As long as it remains a focus area where we are getting lots of questions, we’ll continue updating it as there are better resources.. If it is no longer being updated, that will mean it is not ranking in the top focus areas.

BEST FAQ Knowledge Articles have titles that begin with “BEST FAQ” so you can search for them by searching on that term, for example: @title=”BEST FAQ” in Search BMC Support or Search BMC Community, or just search on “BEST FAQ” “BMC” in Google.

Below are examples from product areas that are early adopters of this BEST FAQ article process. 

BEST FAQ on AR System Email Engine Issues

BEST FAQ on AR System and BMC Helix ITSM Performance Issues

BEST FAQ on Data Management for AR System and BMC Helix ITSM

BEST FAQ on AR System Server Startup Issues

BEST FAQ on Helix Data Manager Issues

BEST FAQ on Remedy with Smart IT Upgrade

BEST FAQ on Remedy with Smart IT Global Search

BEST FAQ on Remedy with Smart IT Notifications

BEST FAQ on Remedy with Smart IT Screen Configurations

BEST FAQ on ITSM & Remedy with Smart IT Approvals

BEST FAQ on Atrium CMDB Reconciliation

BEST FAQ on BMC CMDB Suite Atrium Integrator

BEST FAQ on Smart Reporting Administration and Performance

BEST FAQ on Transitioning to Helix Dashboards

BEST FAQ on TrueSight Server Automation (TSSA) Windows Patching

BEST FAQ on TrueSight Server Automation (TSSA) Redhat Enterprise Linux Patching

BEST FAQ on TrueSight Server Automation RSCD Agent Issues

BEST FAQ on TrueSight Presentation Server (TSPS) Console

BEST FAQ on BMC Helix IT Operations Management OnPrem deployment

Best FAQ on TrueSight Infrastructure Management (TSIM) Administrator Console

Do you find these helpful? Is there anything you would suggest we do differently? Are there other topics you think should have a Best FAQ article? If so, please add comments below.

What is it?

60-minute 1:1 session will be conducted through a Zoom meeting to discuss openly and honestly about the needs

and expectations for reporting in Helix. We would like for you to share your screen and walk us through

your current experience.

The purpose of this study is to capture and understand our customers’ needs and expectations for reports in Helix.

-         What are the expectations for a “simple report experience” in Helix Products?

-         What are the top 3 features that are an “absolute must” in order to start using Helix Dashboard Reporting?

-         What are the user types and technical levels of those that create reports within Helix products?

(can they build queries? Do they require Drag-n-Drop?)

When is it?

Wednesday, September 14th – Friday, September 30t, 2022. Any 60-minutes between 8am EST – 5pm EST

(or any time after 1pm CET)

Who Qualifies?

You qualify for this study if you are ITSM Supervisors/Admin, or Business analyst, AND

you must use Helix Dashboard Reporting function to create reports regularly

What you need for the 1:1 session?

A 60-min time window to join this 1:1 UX session via Zoom meeting.

Interested?

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with the subject line:

“UX Research: Helix Dashboard Reporting”

What is it?

This 60 minute long 1:1 UX session will be conducted remotely through a Zoom meeting. This session will comprise the following three parts:

1) Learn about users’ current processes, challenges, and tools used

2) Gather user requirements for log management and collection process

3) Get user feedback on proposed solutions for Log Collection Mockup 

The goal of this research is to understand:

1) User requirements, needs, practices, and tool use related to log management and collection

2) Key business challenges and future expectations

3) Mapping process between Connectors and Data source integration, including the data sources from which users collect the logs.

When is it?

Wednesday, September 14th – Friday, September 30th, 2022. Any 60-minutes between 8am EST – 1pm EST

(or any time after 10am CET)

Who Qualifies?

You qualify for this study if you are creating log collection policies, doing log analysis, setting parsing rules, filtering, and

performing similar log analytics tasks

------------------------------------------ AND -------------------------------------------

You are working as:

- NOC Administrator

- NOC manager

- NOC Operator

- SREs

What you need for the 1:1 session?

A 60-min time window to join this 1:1 UX session via Zoom meeting.

Interested?

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with the subject line:

“UX Research: Log Analytics”

Starting September 8, 2022, the SPAC application will no longer be available. The new Compatibility Matrix brings an improved experience and replaces the legacy SPAC tool. To view compatibility requirements for your product, use the Compatibility Matrix. If you have any questions or issues, please contact CMX Support.