BMC Asset Management 9.1.01 PDF

BMC Software Confidential.
BladeLogic Confidential
BMC Asset Management 9.1
Date: 21-Jun-2016 07:24

URL: https://docs.bmc.com/docs/x/NJdNJ
BMC Software Confidential. BladeLogic Confidential
Contents
Release notes and notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
9.1.01: Service Pack 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Version 9.1.00 enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Enhancement to BMC Remedy ITSM data access model . . . . . . . . . . . . . . 48
Related to pic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Quick start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Key concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Business value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
ITIL processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Calbro Services company example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
End-to-end process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
User roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Software license management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Standard configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
About software usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Configuration items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Costing and charge-backs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Managing inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Configuration catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Requisition management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
User goals and features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Use cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
BMC Asset Management user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Asset Management permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Contract Management permission model . . . . . . . . . . . . . . . . . . . . . . . . . . 170
BMC Asset Management 9.1 Page 2 of 579

Cost module permission model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Related link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
BMC Atrium Core permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
BMC Atrium CMDB permission model . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Definitive Media Library permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Installing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Configuring after installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
BMC Asset Management settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Understanding the sandbox and production datasets . . . . . . . . . . . . . . . . 173
Configuring BMC Asset Management settings . . . . . . . . . . . . . . . . . . . . . . 173
Setting up server information for the BMC Remedy AR System license type . 175
To set up BMC Remedy AR System server connection information . . . . . 176
Configuring the reconciliation engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Synchronizing the BMC Asset Inventory forms with BMC Atrium CMDB . . . . 176
To synchronize BMC Asset Inventory forms with BMC Atrium CMDB . . . . 177
CMDB Class Manager Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Configuring inbox preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
To configure inbox preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Configuring the license engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
To configure the license engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Configuring Asset Management rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Configuring the assignment method for automatic assignments . . . . . . . . 182
Configuring license certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Configuring the license engine to run . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Configuring CI options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Configuring CI notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Configuring CI depreciation criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Configuring the unavailability status for a CI . . . . . . . . . . . . . . . . . . . . . . . 187
Configuring the priority of a CI unavailability record . . . . . . . . . . . . . . . . . . 188
Configuring and managing bulk CI reorder level and lead time specification . .
189
Deleting CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Configuring the approval process for CI configurations . . . . . . . . . . . . . . . . . . 190
To configure the approval process for configurations . . . . . . . . . . . . . . . . 191
Creating contract types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
To create a contract type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Configuring license types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Default system license types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Default behavior for customized license types . . . . . . . . . . . . . . . . . . . . . . 194
Basic and advanced mode license types . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Overview of the license type creation process . . . . . . . . . . . . . . . . . . . . . . 199
Copying and editing action sequence of rules for an existing license types ..
215
Managing license types and related license certificates . . . . . . . . . . . . . . 221
Sample steps for creating BMC licenses in software license management
(SWLM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
What is grouping certificates? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
What are connection questions? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
What are compliance questions and actions? . . . . . . . . . . . . . . . . . . . . . . 244
What is a complex query? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Troubleshooting license types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Create license type examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Renaming a license type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Enabling and disabling license types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Configuring email-based approvals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Enabling email-based approvals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Customizing approval emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Configuring processor multipliers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
To configure processor multipliers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Where to go from here . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Enabling chat, Twitter notifications, and RSS feeds . . . . . . . . . . . . . . . . . . . . 274
To enable chat, Twitter notification, and RSS feed functionality . . . . . . . . 274
Upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Integrating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
BMC BladeLogic Client Automation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
BMC Service Level Management and BMC Asset Management . . . . . . . . . . 275
How BMC Asset Management integrates with other products . . . . . . . . . . . . 275
Using . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Accessing and navigating the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Accessing the BMC Remedy ITSM Suite applications . . . . . . . . . . . . . . . . 277
Navigating the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277

IT Home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278

Navigating consoles, forms, and modules . . . . . . . . . . . . . . . . . . . . . . . . . 282
User interface standards for field labels . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Icons used in the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Using the Asset Management console . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Role-based consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Working with the Overview console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
About the Contract Management console . . . . . . . . . . . . . . . . . . . . . . . . . 295
About the Software Asset Management (SAM) console . . . . . . . . . . . . . . 299
Viewing KPIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
Modifying your application preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
To modify your preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Using search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Methods of searching records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Managing custom searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Searching all records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
Performing an advanced CI search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Using the BMC Atrium CMDB query dialog box to search for CIs . . . . . . . 309
Working with broadcasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Creating broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Viewing broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Controlling the timing of broadcast pop-up messages . . . . . . . . . . . . . . . . 313
Changing datasets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Working with CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
CI and relationship types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Creating CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323
Categorizing CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
Setting the company and location of a CI . . . . . . . . . . . . . . . . . . . . . . . . . . 327
Providing access to a CI for multiple companies . . . . . . . . . . . . . . . . . . . . 327
Using a sandbox dataset for CI data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Creating relationships in a topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
Simulating the impact of CI changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Exploring CI relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
Viewing CI audits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Releasing, viewing, and reserving hardware inventory . . . . . . . . . . . . . . . 336
Working with discovered CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338

Working with configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339

Working with related items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
Creating a blackout schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Working with outages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
Managing decommission schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Working with maintenance schedules and audit schedules . . . . . . . . . . . . 353
Performing additional functions on the CI form . . . . . . . . . . . . . . . . . . . . . 358
Viewing the reconciliation information of a CI . . . . . . . . . . . . . . . . . . . . . . . 360
Relating people, organizations, and groups to CIs . . . . . . . . . . . . . . . . . . . 360
Managing contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Creating master contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Creating non-software-license contracts . . . . . . . . . . . . . . . . . . . . . . . . . . 364
Tracking the contract lifecycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Adding a payment for a contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Relating contracts to CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370
Adding end-of-lease terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
Managing software licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Creating a software contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374
Reviewing a software contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
Adding a license certificate to a software contract . . . . . . . . . . . . . . . . . . . 375
Grouping certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
Manually managing certificate groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Releasing, viewing, and reserving licenses . . . . . . . . . . . . . . . . . . . . . . . . 381
Interface to software license and hardware inventory reservation . . . . . . . 384
Relating licenses to users and devices . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
Adding work information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Managing jobs that automatically attach CIs to license certificates . . . . . . 391
Reviewing a software license certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
Relating one license certificate to another license certificate . . . . . . . . . . . 399
Adding, modifying or removing product categorization from a license certificate
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402
Configuring software usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
Viewing software usage details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
Upgrading licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
Determining which CIs use a license certificate . . . . . . . . . . . . . . . . . . . . . 413
Manually managing CIs attached to a license certificate . . . . . . . . . . . . . . 413

Manually specifying a license certificate for a software CI . . . . . . . . . . . . . 414

Recording the purchase cost for a license . . . . . . . . . . . . . . . . . . . . . . . . . 415
Porting license types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
Adding additional contract details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
Creating reminders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
To create a reminder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
Creating and managing purchase requisitions . . . . . . . . . . . . . . . . . . . . . . . . 422
Creating purchase requisitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
Working with purchase requisitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
Viewing purchase requisitions in the console . . . . . . . . . . . . . . . . . . . . . . . 434
Searching for purchase requisitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
Working with purchase orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
Receiving and returning purchase items . . . . . . . . . . . . . . . . . . . . . . . . . . 438
Working with costing and charge-backs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
Working with costs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
Depreciation overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446
Working with charge-backs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452
Generating charge-back reports and invoices . . . . . . . . . . . . . . . . . . . . . . 457
Closing the current period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
Managing asset inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
Creating bulk inventory CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
Creating inventory location CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466
Placing bulk CIs in inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
Placing non-bulk CIs in inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468
Viewing inventory locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468
Relocating CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
Reserving and using inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
Performing bulk updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470
Relating people through bulk updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470
Updating CI locations through bulk updates . . . . . . . . . . . . . . . . . . . . . . . . 470
Using the configuration catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 471
Viewing configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474
Adding a configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474
Relating CIs to a configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
Generating a differences report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478
Modifying a configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478

Generating a review schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479

Creating a new version of an active configuration . . . . . . . . . . . . . . . . . . . 481
Creating a configuration from a copy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482
Using BMC Atrium Service Context . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482
To open the Service Context Summary window from a console . . . . . . . . 484
To open the Service Context Summary window from the record . . . . . . . . 484
Interpreting the information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
Using social collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
Chat integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
RSS feeds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
Twitter integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
Where to go from here . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
Using chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487
Subscribing to RSS feeds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493
Receiving BMC Remedy ITSM broadcasts on Twitter . . . . . . . . . . . . . . . . 494
Working with reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
Generating a standard report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496
BMC Asset Management predefined reports . . . . . . . . . . . . . . . . . . . . . . . 499
Using the KPI flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
BMC Asset Management KPIs and flashboard variables . . . . . . . . . . . . . . 502
Opening the KPI flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
Viewing and displaying data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
Approving or rejecting requests via email . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505
To approve or reject a request via email . . . . . . . . . . . . . . . . . . . . . . . . . . 507
Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
Administering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
Developing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
Configuring Web Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509
To register a BMC Remedy ITSM Suite web service . . . . . . . . . . . . . . . . . 509
Developing integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
BMC Asset Management interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
BMC Change Management interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
BMC Service Desk interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512

Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513

Creating BMC Asset Management web services . . . . . . . . . . . . . . . . . . . . 513
BMC Remedy Service Request Management integration forms . . . . . . . . 553
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 561
Troubleshooting software license management . . . . . . . . . . . . . . . . . . . . . . . 561
No CIs are related to a software license certificate . . . . . . . . . . . . . . . . . . 561
One or more CIs are not related to any software license certificates . . . . . 562
Incorrect CIs are related to a software license certificate . . . . . . . . . . . . . . 563
A "per copy" license is approaching breach faster than expected . . . . . . . 563
Additional resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
Support information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 565
Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 565
Support status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 565
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566

The BMC Asset Management application enables IT professionals to track and manage enterprise
configuration items (CIs) — and their changing relationships — throughout the entire asset life
cycle. BMC Asset Management tracks contracts, financial costs, software licenses, outage
indicators, and more for the CI information stored within the BMC Atrium CMDB application. BMC
Asset Management is integrated with the other applications in the BMC Remedy ITSM Suite and
offers flexibility to support customized business processes.
Release notes and notices (see page 10)
Getting started (see page 49)

Quick start (see page 50)
Planning (see page 165)

Installing (see page 172)
Upgrading (see page 274)
Troubleshooting (see page 561)
Using (see page 276)
Administering (see page 508)
Developing (see page 508)
Integrating (see page 274)
Additional resources (see page 564)

Release notes and notices

This section provides information about what is new or what has changed in the BMC Asset
Management 9.1 release, including updates introduced by service packs and patches when they
become available.

Related topics
Where to find more information
Known and corrected issues (see page 13)
Installation and upgrade documentation

(in the BMC Remedy ITSM Suite 9.1 Deployment online documentation)
Support information (see page 565)
Related products
BMC Remedy IT Service Management Suite
BMC Change Management
BMC Service Desk
BMC Knowledge Management
Classic view no longer supported in BMC Remedy ITSM
As announced earlier, Classic Views are no longer supported in versions 9.0 and later of
BMC Remedy ITSM and its applications. The Classic Views and its settings were
included in version 9.0 to help customers transition to BMC Remedy with Smart IT or the
Best Practice views.
Starting with Service Pack 1 for version 9.0, the preferences set at Company, Support
Group or Individual level to use the Classic View are no longer applicable. For more
information about the end of life of the Classic View forms, see earlier BMC Remedy
ITSM product announcements available at Product announcements for BMC Remedy IT
Service Management Suite .
Date Title Summary
June 23, 9.1.01: Service Pack Service Pack 1 release for BMC Asset Management version 9.1.00.
2016 1 (see page 47)

Date Title Summary
June 23, 1.5.00 enhancements Smart IT 1.5 introduces several enhancements:

2016
High availability enhancement
Support for task sequencing
Usability enhancements
Security enhancements
Mobile enhancements
Support for the Hebrew locale
Include or exclude customer and contact name from the ticket title and description in
Smart Recorder
Enhancements to the Knowledge-Centered Support (KCS) feature
In addition, BMC Remedy IT Service Management (BMC Remedy ITSM) 8.0.00 is the
minimum supported version for Smart IT 1.5. BMC Remedy with Smart IT 1.4 and earlier
continue to be supported by BMC Remedy ITSM 7.6.04 SP2 and above.
May 17, Smart IT 1.4 Performance information is now available for Smart IT 1.4.
2016 performance
April 07, Documentation Videos on user onbording and content import in BMC Remedy Smart Reporting are now
2016 enhancement available.
February Documentation
26, 2016 enhancements Enhanced information is now available for accessing and navigating the BMC
Remedy Smart Reporting interface.
Streamlined, usecase based documentation is now available for the following BMC
Remedy Smart Reporting features:
Timeline
Favorites
Subscriptions
Connections
Discussions
Settings
February 1.4.00 enhancements Smart IT 1.4 introduces several enhancements:

24, 2016
New Asset Management capabilities, including:
Asset Console for locating and managing assets
Create and update assets
Grouped assets and additional asset types
Smart receiving from mobile devices
Customization of the Asset View
Visual CI explorer
Create an incident, work order, or change request from an asset
Relate an asset to another asset
Enable or disable application modules for phased roll out
Add new customer from Smart Recorder
Add approvers to change requests
Apple Watch support
Upgrade enhancements

Date Title Summary
December Version 9.1.00 (see BMC Asset Management provides defect fixes for this release.
22, 2015 page 48)
For more details, see
Version 9.1.00 enhancements (see page 48)

December Service Pack 1 for Enhancements available in this release:

18, 2015 version 1.3 of BMC
Remedy with Smart Functionality to support Knowledge-Centered Support (KCS) framework
IT Support for BMC Remedy ITSM 9.1 enhancements
Upgrade directly to Smart IT 1.3.01 from version 1.2.00
User experience enhancements
Accessibility enhancement
Support for Microsoft Edge browser
Note: BMC Remedy ITSM version 9.1.00 is compatible with Service Pack 1 for version 1.3
of BMC Remedy with Smart IT. It does not support earlier versions of Smart IT.
Known and corrected issues

This topic describes known and corrected issues related to the BMC Asset Management
application. For installation and upgrade issues, see Application installation and upgrade known
and corrected issues in the BMC Remedy ITSM Deployment space.
Notes
Version numbers are given in the format MajorRelease.MinorRelease.ServicePack.

Patch. For example, 8.2.04.001 is patch 1 for service pack 4 of minor release 8.2.
To search for issues corrected in a specific release, service pack, or patch, use the
Corrected in drop down. An issue with no version number in the Corrected in
column remains open.
To perform a custom search on a specific issue number or description, type the
text in the Issue ID or the Description text boxes.
To sort the table, click on the column heading.
To view the table in full-screen mode, press the F key. To exit the full screen
mode, press the Esc key.

Related topics
Release notes and notices (see page 10)
By default, the issues in the following tables are sorted so that the corrected issues appear first.To
locate specific known and corrected issues, perform either of the following actions:
Type a character string in one or more of the following boxes to filter the list of defects. For
example, to restrict the list to issues that affect only the Application Management Console,
start typing console in the Component box.
Click any column heading to sort this table or change sort direction.
Known and corrected issues

Click the Defect ID column heading to sort this table or to change the sort direction
Issue ID Application Description Affected Corrected

or module versions in
SW00506700 BMC When BMC Remedy Single-Sign On (RSSO) is installed and 9.1.01
Remedy configured for BMC Remedy AR System, clicking the Approve,
SW00510505 ITSM Reject, or Hold options in Approval Central two dialog boxes are
displayed: the credential sign in window and the double
authentication dialog box.
The following issues have been observed
The Reopen button on the authentication dialog box multiple

times will open multiple sign in dialog boxes.
Workaround : Click Reopen on the authentication dialog box
only if no sign-in dialog box is already open.
When using Microsoft Internet Explorer version 11, the
authentication window is displayed on top of the sign-in dialog
box.
Workaroud: Click on the sign-in window to enter your
credentials and proceed with the approval process.
SW00506700 BMC When BMC Remedy Single-Sign On (RSSO) is installed and

Remedy configured for BMC Remedy AR System, clicking the Approve,
ITSM Reject, or Hold options in Approval Central two dialog boxes are
displayed: the credential sign in dialog box and the double
authentication dialog box.


SW00494402 BMC Service When you change the sequence of multiple milestone actions 9.1.00,
Level associated with a service target (SVT) by using the Up or Down 9.1.01
Management button, save the changes, and reopen the SVT, the system displays
an error message. The actions whose sequence is changed are
deleted from the Milestones tab.
Workaround:
Instead of using the Up or Down button to change the sequence of
milestone actions, adjust the sequence by manually deleting and
adding the appropriate actions after reopening the SVT. The
Milestones tab displays the updated sequence of actions.
SW00509868 BMC On the Approval Central form, when a user approves the request
Remedy from the 3-way join form, the following error is displayed in the log
ITSM since the password value is sent as a text value.
(RSSO) Error while decrypting password in

ConfirmPasswordProcessEvaluator for RSSO
authenticationjavax.crypto.
IllegalBlockSizeException: last block incomplete
in decryption
Workaround: Ignore this error from the log file.
SW00506879, BMC If duplicate and invalid entries with the same parent group, support 9.1.00 9.1.01
SW00506878 Remedy group, or permission group ID exist in the CTM:SYS-Access
ITSM Permission Grps or Group form, you may encounter an error
when upgrading BMC Remedy IT Service Management to a higher
version, and the upgrade may fail due to the invalid and duplicate
entries. To prevent the upgrade failure, BMC recommends you to:
Run the BMC Remedy Configuration Check utility before

upgrade which verifies whether any duplicate and invalid
entries exist in the CTM:SYS-Access Permission Grps
or Group form.
If duplicate and invalid entries exist in the CTM:SYS-Access
Permission Grps or Group form, correct or delete them.
For details see, BMC Remedy ITSM checks.
SW00499748 BMC The work info email does not get sent if you use lower case prefix in 9.1.00
Remedy the subject line of the email when updating an incident using RBE.
ITSM Also, no error is displayed about this failure.
Workaround:
In the RBE:Rule form, add the following Rule Qualification for the
Incident Add Worklog rule:
('Subject' LIKE "RE:%") AND ('Subject' LIKE "%

INC%")OR(('Subject' LIKE "%inc%")


SW00499853 Data When you create support groups using the Unified Data 9.1.00
Management Management (UDM) (Data Management > Spreadsheet
Management >Spreadsheet Type >BMC template) and import them
into ITSM, these support groups are not automatically available for
assignments.
For example, create support groups for Invention Inc. using the
UDM. If you select Invention Inc. as a contact/location company
while creating/modifying a ticket, the assignment menus do not
display the support groups of Invention Inc.
Workaround
For making these support groups (created using the UDM) available
for assignments, you must include them to the company they belong
to.
In the example below, let us include the support groups (created

using the UDM) to Invention Inc.
1. From the Application Administration Console > Foundation >

Advanced Options > Support Group Assignment
Configuration > Configure Assignment Groups for a Service
Company > Support Company drop-down list, select Invention
Inc. This displays the list of support groups associated with
Invention Inc.
2. From the Service Company Assignment Support Groups drop-
down list on the Configure Assignment Groups for a Service
Company form, select Invention Inc.
3. Select the required support groups (displayed on the left) and
click . The selected support groups are added to

Invention Inc. and are available for assignments.
SW00498505 BMC The default values of Boost Use Relevancy and Boost View 9.0.00, 9.1.00
Knowledge Relevancy fields are incorrect. As a result the search boost value of 8.1.00,
Management articles that are viewed are used more times is excessively large. 8.0.00,
This results in irrelevant articles being listed in the top of search 7.6.04
results, and more relevant articles that are not viewed or used
excessively being listed lower in the search results.
The default values of these fields are updated to improve search

result relevancy. For more information, see Relevancy section in the
BMC Knowledge Management online documentation.
SW00495422 Data When you try to update a people record using the People 9.0.01 9.1.00
Management spreadsheet, if you set Unrestricted access to Yes, the Group list
gets overwritten with Unrestricted Access permission.
SW00498193 Foundation For a change request, the 112 value of an associated task is not 9.1.00
updated when you update the Coordinator, Manager, or Requested
for details.


SW00497353 Data In Data Management, when you use the Data Wizard and select the 9.1.00
Management option for merging target value for company merge, then if you
select a company from the Merge into this company section, you get
the following error:
The specified menu is invalid. (ARERR 9372)
SW00497840 Data When you try to merge Company or Support Group data, you get the
Management following error:
552: "The SQL database operation failed.", "ORA-

00933: SQL command not properly ended.
SW00497865 Data In Data Management, when you try to merge Support Group data, 9.1.00
Management when no other Count or Update operation is in progress, you get the
ARERR 45457 error. An error message similar to the following error
is displayed:
An other Count/Update action with the Data Wizard

started at 10/26/2015 1:16:51 AM is currently
being performed.
Only one Count/Update action can be performed at
any given time. (ARERR 45457)
SW00497978 Data In Data Management, when you run the Count operation in Data 9.1.00
Management Wizard, the operation remains does not complete, and the status of
all target objects remains Pending.
SW00498045 Data After you merge two companies by using the Data Wizard in Data 9.1.00
Management Management, users from the merged companies cannot select
support group values from dropdown lists such as Assignee Group,
Owner Group, and so on.
SW00498142 Data Using the Data Wizard, when you merge the support group 9.1.00
Management belonging to one company into support group of another company,
the support group data of the merged company is not properly
associated with people record.
SW00497460 Data When you try to merge support group belonging to the same 9.1.00
Management company, the link for Application Maintenance Console is not
available.
SW00488024 BMC Service When you create a change request to attach a service target for the 9.0.00,
Level CHG:Infrastructure Change form, the SLM Data Visualization Field 9.1.00
Management widget does not display the SVT due date under SLM Status.
However, when you click the SLM Data Visualization Field, the SLM:
Integration Dialog form opens and displays the correct SVT due date
values.


SW00466428 BMC Service After you install BMC Service Level Management, the views of the 8.1.00
SW00455335 Level following forms do not display the German language characters 8.1.01,
SW00455523 Management correctly: 9.0.00,
SLM:ServiceTarget 9.1.00
SLM:SLADefinition
SLM:DashboardSLMgr https://docs.bmc.com/docs/pages
/editpage.action?pageId=526246689
SW00472524 BMC Service When you attach a service target to the HPD:Help Desk, CHG: 8.1.01,
Level Infrastructure Change, SRM:Request, or the WOI:WorkOrder data 9.0.00,
Management sources and if the service target due date is breached, due to a 9.1.00
direct SQL command from the filter corresponding to the data source
involved, only the application record SLM Status field is updated to a
breached status. The Last Modified By or Last Modified Date fields
are not updated.
SW00418630 BMC Service When you define service targets while configuring templates for 8.1.00,
Level milestones, export these service targets to create an .arx file, and 9.0.00,
Management import this .arx file from the source SLM server to the target SLM 9.1.00
server, the import fails because of unique index violations.
Workaround: For more information, see KA288979.
SW00407896 BMC Service When you update a new CI Unavailability record and if the Terms 8.1.00,
Level and Conditions of the service targets no longer apply, the detach 9.0.00,
Management feature does not remove the service target from the request. 9.1.00
Workaround: For more information, see KA413254.
SW00496940 BMC When you create a process using other Requests forms such as 9.1.00
Remedy AAS:Activity, then the child user can view all the support groups in
Process the in Assignment tab of tasks.
Designer
SW00496942 BMC If a process has a first set outcome task and subprocess tasks, then 9.1.00
Remedy both the tasks execute simultaneously instead of one after the other.
Process
Designer
SW00496947 BMC The non users of BMC Remedy Process Designer not having 9.1.00
Remedy administrator rights are able to access the PD ABYD Template forms
Process and make changes to the process.
Designer
SW00497890 BMC The ABYD:Console Logging does not display any search results in 9.0.00,
Remedy the Configuration tab on the Process Designer Configuration form. 9.1.00
Process
Designer
SW00461292 BMC Process Tracker ignores the "Maintain Layout in Process Tracker" 8.3.03,
Remedy setting when using it for processes that have sub processes. 8.3.04,
Process 9.1.00
Workaround:
Designer
Currently no workaround is available for this issue.


SW00461293 BMC Sub-Processes display multiple dependency lines in the Process 8.3.03,
Remedy Tracker. 8.3.04,
Process 9.1.00
Workaround:
Designer
Ignore the multiple dependency lines.
SW00435120 BMC An error occurs when you create a Purchase Line Item if you use the 8.3.03,
Remedy value of a process field as the value of the Price field. An error is 8.3.04,
Process reported in the log file as follows: 9.1.00
Designer
ERROR (986): Currency fields cannot be used for
grouping
Workaround:
Use an explicit value instead of the process field value for the
corresponding product.
SW00435136 BMC An error occurs when you create a Work Order if you use the value 8.3.03,
Remedy of a process field as the value of the Request Assignee - Support 8.3.04,
Process Group field on the Work Order form. 9.1.00
Designer
Workaround:
Use explicit support groups within the action.
SW00433675 BMC The Go-Back functionality in the Process Wizard does not work if the 8.3.03,
Remedy previous task was an auto-complete task. 8.3.04,
Process 9.1.00
Workaround:
Designer
Make sure that you use the Go-Back functionality only in a step that
follows an auto-complete task.
SW00434614 BMC When you create a Work Order from a Service Request by using the 8.3.03,
Remedy Create New Request action, updates to the Work Info or Activities 8.3.04,
Process log in the Work Order are not reflected in the Service Request. 9.1.00
Designer
Workaround:
Manually update the Work Info or Activities log in the Service

Request and Service Request information when either is updated.
SW00435137 BMC Check box field type is not populated by using the Set Field action. 8.3.03,
Remedy 8.3.04,
Workaround:
Process 9.1.00
Designer Use either character or integer type.
SW00435305 BMC When you update the Date or Time field by using the Update Parent 8.3.03,
Remedy Request action, an incorrect value is set. 8.3.04,
Process 9.1.00
Workaround:
Designer
Do not use the Update Parent Request action to update Date or Time
fields.


SW00441865 BMC The following issues appear in the French locale of BMC Remedy 8.3.03,
Remedy ITSM Process Designer in French: 8.3.04,
Process 9.1.00
Designer The Email Address field is not enabled after you select the
defined email address.
Few buttons are not shown completely within some forms.
Some text is not translated to French.
Workaround:
Truncated buttons work as designed.

Ignore text that is not translated to French.
SW00444736 BMC An error occurs if you create a task that uses the Set Field and 8.3.03,
Remedy Update Request actions to copy a date value from a request to a 8.3.04,
Process Date type field in a process. 9.1.00
Designer
Workaround:
Use the Date/Time process field type. This is applicable for date
values too.
SW00441463 BMC If you use a colon in the name of the export file, BMC Remedy ITSM 8.3.03,
Remedy Process Designer creates an empty file. No error message about 8.3.04,
Process invalid characters is displayed. 9.1.00
Designer
Workaround:
Do not use a colon in the file name of the exported file.
SW00435121 BMC You cannot use a particular dynamic menu for more than one field in 8.3.03,
Remedy a process. 8.3.04,
Process 9.1.00
Workaround:
Designer
To use dynamic menus in a process, create a separate menu for

each field.
SW00435116 BMC When you use process fields for the Creation ID and License Type 8.3.04,
Remedy fields, the field values are not populated when you create a new 9.1.00
Process request by using the Create New Request action.
Designer
Workaround
Manually populate the actual values.
SW00485500 BMC Previously installed integration component is not detected when 9.1.00
Remedy upgrading BMC Remedy ITSM Process Designer from version
Process 8.3.02 or 8.3.03 to current version
Designer
Workaround
When performing the upgrade select all previously installed

integration components.
SW00485598 BMC BMC Remedy ITSM Process Designer rerun does not support 9.0.00,
Remedy additional locales selection if you are using BMC IT Service 9.1.00
Process Management and BMC Service Request Management of versions
Designer prior to 9.0


SW00486544 BMC When using midtier on a computer installed with Java version 8, the 9.0.00,
Remedy following behavior is observed: 9.1.00
Process
Designer The outcome labels, of the dependency links for the
corresponding decision task, appear overlapped, when
viewing the process in the process tracker.
SW00486556 BMC If you have installed the BMC Remedy ITSM Process Designer client 9.0.00,
Remedy on a computer installed with Java version 8 (irrespective of the Java 9.1.00
Process version installed on server or midtier), then you cannot select a
Designer preferred layout for any process, as the Layout option is unavailable.
SW00486532 BMC The Process Layout displayed on BMC Remedy ITSM Process 9.0.00,
Remedy Designer client is not same as the layout displayed in Process 9.1.00
Process Tracker. Layout displayed in Process Tracker appears as a mirror
Designer image of the layout in the BMC Remedy ITSM Process Designer
client.
SW00486235 BMC During creating a new process request, if you change the request 9.0.00,
Remedy type, all the fields are cleared. If you click Cancel during the first step 9.1.00
Process and try to save the process, an error message is displayed
Designer requesting you to enter values for required fields. However, if you
click Next, leaving all the fields blank, then null values are saved
even after you click Cancel.
SW00482766 BMC Process Designer Label with more than 20 characters in a single 9.0.00,
Remedy string is not displayed in the Process Tracker. 9.1.00
Process
Designer
SW00488250 BMC When creating a Service Request Definition (SRD) using Process 9.0.00,
Remedy Designer with SRD Type selected as Quick Launch, and after you 9.1.00
Process submit the request, the following error message is displayed on
Designer Request Entry console in BMC Service Request Management
application:
No URL Specified for Service Request Definition,

please contact your admin. (ARERR 45382)
Workaround:
When creating SRD using Process Designer, select SRD Type as

Standard.
SW00453428 Data When uploading the Change_Process_Setup spreadsheet with the 8.1.00 9.1.00
Management Data Management Console, the worksheet for Change Template 9.0.00
Support Group Assoc consistently fails during validation.
SW00469300 Data In the Onboarding Wizard, when you click on a step before the data 8.1.02
Management in the table for the previous step is loaded, a caught exception error
is displayed.
To troubleshoot
You must wait for the data from the previous step to loaded before
you click the next step. In case the error is displayed click OK in the
error dialog box.


SW00464346 Data BMC Asset Management lets you save Transactional CI 8.1.00,
Management records with invalid categorizations, however, the Data 9.1.00
Management component will not import Transactional
CI that do not have valid categorization types. The
behavior between BMC Asset Management and Data
Management is inconsistent.
SW00482614 Deployment In the AR System Deployment Management Console, when you 9.0.00,
Management import a zipped file containing form data which is not present on the 9.0.01
Console target server and click Deploy, the Status changes to Deployed, but
the Status Reason displays the following error:
ERROR (303): Form does not exist on the server.
Note: Ensure that the form data is present on the target server
before you start the import.


SW00488614 Deployment In the AR System Deployment Management Console installed on a 9.0.00,

Management BMC Remedy IT Service Management stack, when you create a 9.0.01
Console package that is validated against any analyzer rules and click Build,
the build process fails with the following error:
Error: ARMigratePlugin: Validation completed.

Results: User-Rules ERROR: Internal Error,
Analyzer returned a null/invalid result-code.
Workaround:
From the armonitor.cfg (armonitor.conf) file increase the maximum

size for the Java Heap.
1. Stop the BMC Remedy AR System server.

2. For Windows:
a. Open the armonitor.cfg file located
<ARSystemInstallDir>\ARSystem\Conf\ directory.
b. Locate the following Java plug-in server command and
change the maximum size for Java Heap
C:\Program Files\Java\jre1.8.0_31\bin\java>" -
Xmx512m -classpath
"<C:\Program Files\BMC
Software\ARSystem\pluginsvr
to
C:\Program Files\Java\jre1.8.0_31\bin\java>" -
Xmx1024m -classpath
"<C:\Program Files\BMC
Software\ARSystem\pluginsvr
3. For UNIX:
a. Open the armonitor.conf file located /etc/arsystem
/<servername>/ folder.
b. Locate the following Java plug-in server command and
change the maximum size for Java Heap.
usr/JAVA/jdk1.7.0_67/jre/bin/java -Xmx512m -
classpath
/data1/bmc/ARSystem/pluginsvr
to
usr/JAVA/jdk1.7.0_67/jre/bin/java -Xmx1024m -
classpath
/data1/bmc/ARSystem/pluginsvr
4. Save and close the armonitor.cfg (armonitor.conf) file.

5. Restart the BMC Remedy AR System server.


SW00463094 Calendar The following issues were identified with the Calendar component 8.1.01
when using Microsoft Internet Explorer version 11: 8.1.01.001
The Filters and Queries bar overlaps the records displayed on

the Calendar.
Sub-menus for the pre-defined queries listed under Filters
and Queries are not displayed.
The tabs on the Details flyout menu are not displayed.
Workaround
In the Mid-tier configuration file, config.properties, change the value

of arsystem.emit_X_UA_compatible_mode variable from Edge to 10.
SW00478150 BMC Asset A user with Asset Viewer permissions was able to edit the System 8.1.01 9.1.00
Management Environment field on the AST:ComputerSystem form.
SW00480762 BMC Asset The documentation incorrectly listed an additional CI Type that can 8.1.00 9.1.00
Management be selected when creating a New Schedule or on the Search
Schedule form.
This information has been updated in Relating a schedule to a CI

(see page 355).
SW00483239 BMC Asset CIs were not removed from the asset inventory even after their 8.1.01 9.1.00
Management status was changed from In Inventory to Deployed by the Discovery
tool.
SW00491343 BMC Asset The License Certificates was not ungrouped from the Master 8.1.01 9.1.00
Management License Certificate after it expired, and was included as a valid
license when calculating compliance.
SW00496498 BMC Asset CI details were not displayed when users opened the CI record from 8.1.02 9.1.00
Management the search results in the Manage Inventory by CI Name screen.


SW00491758 BMC Asset When you create an Asset Restoration service target using AST: 8.0.00,
Management CIUnavailability, add specific milestone actions, and then build the 8.1.00,
service target, the Milestone filter does not build as expected. 9.0.00,
9.0.01
Workaround
1. From the Home Page, open the Application Administration

Console.
2. Click the Custom Configuration tab.
3. Expand Service Level Management > Configure Application
Settings.
4. Double-click Templates.
5. From the Show Templates For list, select Actions.
6. Double-click the Notify Availability Assignee entry.
7. Click one of the duplicate z1D Action entries.
8. Click Remove Item.
9. Click OK.
The Templates dialog box reappears.
10. Click Update Linked Objects.
Note: Make sure that the Action you recently modified is

selected.
11. Repeat steps 6-10 for "Notify Availability OLA Assignee" and
"Notify Availability Assignment Group Manager."
12. Rebuild the service targets with a status of "Need to be Built."
SW00491343 BMC Asset The License Certificates was not ungrouped from the Master 8.1.01 9.1.00
Management License Certificate after it expired, and was included as a valid
license when calculating compliance.
SW00444631 BMC Asset When a CI was created from a purchase requisition form, users were 7.6.04, 9.1.00
Management unable to update the status of the CI. 8.0.00,
8.1.00
SW00445843 BMC Asset In a multi-tenant environment, Work Info added for a CI was 7.6.04, 9.1.00
Management available to all users irrespective of their access to the asset record. 8.0.00,
8.1.00
SW00449550 BMC Asset When the License Purchase Cost value is deleted, the Purchase 8.0.00, 9.1.00
Management Cost on Software Contract was not automatically removed. 8.1.00
SW00463273 BMC Asset CIs were unavailable to users with a hypen (-) in their name fields.
Management
SW00464057 BMC Asset The CMDB audit form did not display when launched from a Virtual
Management System Enabler CI record.
SW00466995
SW00464664 BMC Asset When a CI was marked for deletion in the Source database, all 8.1.00, 9.1.00
Management relationships in the corresponding CI record were lost even though a 9.0.00
reconciliation job was not run.
SW00478150 BMC Asset A user with Asset Viewer permissions was able to edit the System 8.1.01, 9.1.00
Management Environment field on the AST:ComputerSystem form. 9.0.00


SW00494062 BMC Asset When creating a configuration item (CI) in the Atrium or Asset 8.1.00,
Management console with the Sandbox enabled, existing attributes values that are 9.1.00
set to blank or NULL are not saved when the CI is saved.
SW00477290 BMC Asset All Business service CIs not visible in BMC Change Management 8.1.00, 9.1.00
Management and BMC Knowledge Management. 9.0.00
SW00487756 BMC All Relationships from the Change request get deleted if we hard 8.1.00, 9.1.00
Change delete Task Associated to that change request. 9.0.00
Management
SW00448661 BMC When you create a change request using a template, that includes a 8.0.00, 9.1.00
Change Service CI that has the same name as a Service CI belonging to a 8.1.00,
Management different company, the change reuqest was related to the incorrect 9.0.00
Service CI.
SW00451124 BMC In a multi-tenant environment, Work Info added for a CI was 7.6.04 SP4, 9.1.00
Change available to all users irrespective of their access to the asset record. 8.0.00,
Management 8.1.00,
9.0.00
SW00453428 Data When uploading the Change_Process_Setup spreadsheet with the 8.1.00, 9.1.00
Management Data Management Console, the worksheet for Change Template 9.0.00
Support Group Assoc consistently failed during validation.
SW00458077 BMC In the Portuguese locale, the Back option on the status flow bar is 8.0.00, 9.1.00
Change not displayed. 8.1.00,
Management 9.0.00
SW00459035 BMC The online documentation was missing some information related to 8.0.00, 9.1.00
Change the Change Manager functional role. The following description of the 8.1.00,
Management Change Coordinator was added to Creating a change request at the 9.0.00
initiate stage.
Change Coordinator - Specify the user responsible for the change.

The list is populated with people with the Change Coordinator or
Change Manager functional role and who are included in the
Coordinator Group selected.
SW00460730 BMC The documentation provided insufficient information about alternate 8.0.00, 9.1.00
Change approvers. Information was updated in the Adding additional 8.1.00,
Management approvers. 9.0.00
SW00473383 BMC The warning message displayed when selecting Latent type of 8.1.02, 9.1.00
Change change, was not localized for the Portuguese locale. 9.0.00,
Management 9.1.00
SW00476410 BMC When using a locale other than English, the Role name column was 8.1.02, 9.1.00
Change visible on Approval table of the change request. 9.0.00,
Management 9.1.00
SW00476519 BMC The Approve field name on the Change Request form was truncated 8.1.02, 9.1.00
Change in the German locale. 9.0.00,
Management 9.1.00
SW00476522 BMC Some of the field names on the Change Management form were 8.1.02, 9.1.00
Change truncated when using the Portuguese locale. 9.0.00,
Management 9.1.00


SW00479766 BMC When creating a Change Request, if you selected the same Change 8.0.00, 9.1.00
Change Template a second time the populated Task Group value 8.1.00,
Management disappeared. 9.0.00
SW00483367 Calendar The Change Calendar widget was displayed incorrectly in Microsoft 8.1.02, 9.1.00
Internet Explorer version 11. 9.0.00
SW00486779 BMC If the Location Company and Requested By Company of a change 8.1.02, 9.1.00
Change request are different, and the user has access to the Requested By 9.0.00
Management Company, change rules defined for both companies were applied to
the change request.
SW00486972 BMC Users were unable to modify a change template, if a service CI 8.1.02, 9.1.00
Change defined in the template when it was created is removed from the 9.0.00
Management Service CI field and the Relationships tab.
SW00486974 BMC When you rejected a change request generated from a Service 8.1.01, 9.1.00
Change Request, and a custom approval process is defined for changes that 9.0.00
Management do not being at any of the following stages, the service request
status is set to In Progress instead of Cancelled.
SW00488318 BMC When a user submitted or updated a task record, if their default 8.1.01, 9.1.00
Change Support Group Company and the Company associated to their 9.0.00
Management People record were different, an error was displayed.
SW00489552 BMC In the German Locale, the Create Service Request on Submit 8.1.02, 9.1.00
Change settings and the Suppress Request Creation options on the Change 9.0.00
Management Management console did not function.
SW00489959 BMC When a large number of change templates were defined in the 8.1.02, 9.1.00
Change system, users faced a time out issue when selecting a change 9.0.00
Management template for the change while creating the request.
SW00490653 BMC The Cost Type filter of the Financials View was not functional. 8.1.02, 9.1.00
Change 9.0.00
Management
SW00491129 BMC If a risk questionnaire was configured for the Company, the Risk 8.1.02, 9.1.00
Change Level specified in the change template belonging to the same 9.0.00
Management Company was not populated in the change request created using
that template. The Default Risk Level value (Risk 1) was used
instead.
SW00491133 BMC When you copied a change request, the Risk value of the original 8.1.02, 9.1.00
Change change was not copied. 9.0.00
Management
SW00491277 BMC The Risk Level for a change request created by a Service Request is 8.1.02, 9.1.00
Change set to the default value, instead of the value defined in the change 9.0.00
Management template used.
SW00492328 BMC When a user using a non US locale modified a custom filter from the 8.1.02, 9.1.00
Change Calendar pre-defined queries, the custom filter is no longer 9.0.00
Management displayed in the pre-defined queries list.
SW00492797 BMC The search results link included in the notification sent out for auto 8.0.00, 9.1.00
Change approved requests displayed incorrect search results. 8.1.00,
Management 9.0.00


SW00493535 BMC Answers for risk questions on page 2 of the risk questionnaire were 8.1.02, 9.1.00
Change not saved. 9.0.00
Management
SW00493796 BMC In the German locale the translated values for change class types 8.1.00, 9.1.00
Change Expedited and Latent were incorrect. 9.0.00
Management
SW00493935 BMC When you create a change request, and then move it to the next 8.1.02, 9.1.00
Change stage using the Process Flow bar, you are promoted to enter 9.0.00
Management missing mandatory values required to create the change. If you
updated the Change Risk Questionnaire as a part of this, your
answers were not saved. You had to update the Change Risk
questionnaire using the link provided on the Change form for the
Risk Value to be computed and saved.
SW00494035 BMC When adding a Service CI to a change record, the status check did 8.1.02, 9.1.00
Change not validate the dataset name for the Service CI causing an error if 9.0.00
Management multiple CIs with the same name existed in different datasets.
SW00494499 BMC When the change request was in the Scheduled stage, the tooltip for 8.1.00, 9.1.00
Change the Customer Company label on the Calendar incorrectly displayed 9.0.00
Management the Reqeusted By company instead of the Customer Company.
SW00494955 BMC Settings for automatically adjusting the clock for daylight saving 8.1.01, 9.1.00
Change change did not function, showing incorrect time for Business Events. 9.0.00
Management
SW00495636 BMC If the user’s default support group is not the same as the default 8.1.01, 9.1.00
Change support group of their company, an error is displayed when they tried 9.0.00
Management to create a new change request.
SW00492356 BMC Service Menu values were not populated on the Copy Release 8.1.02, 9.1.00
Change dialog box. 9.0.00
Management
SW00491900 BMC When you create a change request, and move it to the next stage 8.1.01, 9.1.00
Change using the Process Flow bar, you are promoted to enter missing 9.0.00
Management mandatory values required to create the change. The Service field
entered as a part of this was not saved to the change request.


SW00469743 BMC Upgrade of a stand alone installation of BMC Knowledge 8.1.02,

Knowledge Management from version 7.6.04 to Service Pack 2 for version 9.0.00,
Management 8.1.00, resulted in errors. 9.1.00
Workaround
Complete the following procedure before performing a upgrade of a

stand alone installation of BMC Knowledge Management:
1. Open the CTM:SupportGroupAssocJoin_PMC join form in

BMC Remedy Developer Studio.
2. Choose Form > Add/Remove fields in View.
3. Add the Full Name (1000000017) field from CTM:People
Form.
4. Save the join form.
5. Open the CTM:SupportGroupAssociationLookUpJoin_PMC
form
6. Choose Form > Add/Remove fields in View.
7. Add the Full Name(1000000017) field from the CTM:
SupportGroupAssocJoin_PMC join form.
8. Save the form.
You can then run the upgrade process for the stand alone
installation of BMC Knowledge Management.
SW00415734 BMC When you create a knowledge article from the Problem Management 8.1.00,
Knowledge Console, only the Title field is copied from the problem investigation 9.0.00,
Management to the new knowledge article. 9.1.00
Workaround: Copy the information from the other fields to the

knowledge article, manually.
SW00419916 BMC When you select Auto-Assign under Quick Actions and then save 8.1.00,
Knowledge the knowledge article, the Assignee field is cleared. 9.0.00,
Management 9.1.00
Workaround: The Assignee field does not lose its value. If you close
and re-open the knowledge article, the Assignee field appears
correctly.
SW00420276 BMC Even if you have the Knowledge Admin functional role, BMC 8.1.00,
Knowledge Knowledge Management displays the following error message when 9.0.00,
Management you try to generate a custom report: 9.1.00
You do not have access to this Form (ARError 353)
SW00420281 BMC While generating reports, the Company menu does not include the 8.1.00,
Knowledge names of any vendor companies. 9.0.00,
Management 9.1.00


SW00454672 BMC If you enable rejection justifications on the AP:Process Definition 8.1.01,
Knowledge form, the following issues occur: 9.0.00
Management
When you reject a release request in Approval Central, the
rejection justification that you submit is not saved to the Work
Details tab of the release request.
When you reject a change request from the release request
form, the rejection justification dialog does not open, and the
release request remains in the Pending status.
SW00478160 BMC When you perform a search for knowledge articles from the 9.0.00,
Knowledge Knowledge Management console, the search results can include 9.1.00
Management knowledge articles that have been archived. You cannot view
archived knowledge articles. See also, Empty Knowledge form
opens after search in the Troubleshooting section.
SW00465528 All The following error is displayed in Microsoft Internet Explorer 10 8.1.01
applications when the value of arsystem.emit_X_UA_compatible_mode variable is 8.1.01.001,
set to 10 in the in the Mid-tier configuration file: 9.1.00
ARERR [9506] Unable to display form
Workaround
Change the browser compatibility settings of the Microsoft Internet

Explorer 10 manually. In Internet Explorer, go to Tools ->
Compatibility view settings, and deselect the Display intranet sites in
compatibility view option.
SW00465529 BMC The following issues were identified with the RTF field when using 8.1.01
Knowledge Microsoft Internet Explorer versions 10 or 11: 8.1.01.001,
Management 9.1.00
You cannot modify the field when you select all the content
entered in the field.
You cannot navigate the field using the keyboard arrow keys
if you add hyperlinked content to the field.
Content alignment does not function as expected.
Workaround
Ensure that content is not selected in the field when you want
to modify the content.
Use the mouse to navigate to a specific location in the field.
Ignore the content alignment settings.
SW00468904 Foundation Some messages and the Active/Set Inactive buttons on the Incident, 8.1.02,
Change, and Release templates are not localized. 9.1.00
Workaround
Currently no workaround is available for this issue.
SW00458576 BMC Service The SHR:SHR:UpdateGroupList-SetPublic_552 filter is not 8.1.00,

Desk: setting the Public permission on incident tickets correctly. 9.1.00
Incident
Management


SW00489167 BMC When using Internet Explorer versions later than 7.0, the following 9.0.00,
Remedy error might be displayed: 9.1.00
Smart
Internet Explorer 6 and 7 are not supported.
Reporting
Workaround:
Press F12 to view the Internet Explorer Developer Tools and change
the Browser Mode settings to not use the Compatibility View.
When the compatibility mode is on, the browser defaults to IE 7

standards. If we remove the check for IE6 and IE7, Storyboard does
not work because IE8 is rendering the page as if it is IE7.
SW00501784 BMC When you launch the BMC Remedy Smart Reporting Console from 9.0.00,
Remedy the Application console, clicking on the Dashboard tab, the a 9.1.00
Smart connect reset error is displayed.
Reporting
Workaround:
In the Tomcat server's server.xml file, add the following proxy

entries:
<Connector port="8181" protocol="HTTP/1.1"
maxHttpHeaderSize="8192"
maxThreads="150" minSpareThreads="25"
enableLookups="false" redirectPort="8443"
acceptCount="100"
connectionTimeout="20000" disableUploadTimeout="
true"
URIEncoding="UTF-8" compression="on"
compressionMinSize="2048"
noCompressionUserAgents="gozilla, traviata"
compressableMimeType="text/html,text/xml,text
/plain"
SSLEnabled="false" scheme="https" secure="true"

proxyPort="9443" proxyHost="smartrep.test.gwu.edu"
>
Adding the modified attributed resolves the issue with the connection
reset error.
SW00484828 BMC The Reporting console banner and navigation panel disappeared 9.0.00,
Remedy after accessing the CMDB dashboard from the BMC Remedy Mid- 9.1.00
Smart Tier.
Reporting
Workaround:
Log off and log on from the BMC Remedy Mid-Tier, and access the
BMC Remedy Smart Reporting console.
SW00481241 Tomcat server logs display three types of Severe exceptions. 9.0.00,
9.1.00


BMC
The following errors may be displayed:
Remedy
Smart Shutdown Errors — These occur when the SmartReporting
Reporting context is shutdown. This usually references background
threads that have not been shutdown properly.
SEVERE: The web application [] appears to have

started a thread named [FileWatchdog] but has
failed to stop it. This is very likely to create a
memory leak.
started a thread named [Abandoned connection
cleanup thread] but has failed to stop it. This is
very likely to create a memory leak.

started a thread named [proxyCleanUpTimer] but has
failed to stop it. This is very likely to create a
memory leak.

started a thread named [Batik CleanerThread] but
has failed to stop it. This is very likely to
create a memory leak.


SEVERE: The web application [] created a

ThreadLocal with key of type [net.sourceforge.jtds.
jdbc.DateTime$1]
(value [net.sourceforge.jtds.jdbc.
DateTime$1@4b93c478]) and a value of type [java.
util.GregorianCalendar] (value [java.util.
GregorianCalendar[time=1418668429733,
areFieldsSet=true,areAllFieldsSet=false,
lenient=true,zone=sun.util.calendar.
ZoneInfo[id="America/Los_Angeles",offset=-28800000,
dstSavings=3600000,useDaylight=true,
transitions=185,lastRule=java.util.SimpleTimeZone
[id=America/Los_Angeles,offset=-28800000,
startYear=0,startMode=3,startMonth=2,startDay=8,
startDayOfWeek=1,startTime=7200000,
startTimeMode=0,endMode=3,endMonth=10,
endDay=1,endDayOfWeek=1,endTime=7200000,
endTimeMode=0]],firstDayOfWeek=1,
minimalDaysInFirstWeek=1,ERA=1,
YEAR=2014,MONTH=11,WEEK_OF_YEAR=51,
WEEK_OF_MONTH=3,DAY_OF_MONTH=15,
DAY_OF_YEAR=349,DAY_OF_WEEK=2,
DAY_OF_WEEK_IN_MONTH=3,AM_PM=0,
HOUR=10,HOUR_OF_DAY=10,
MINUTE=33,SECOND=49,MILLISECOND=733,
ZONE_OFFSET=-28800000,DST_OFFSET=0]])
but failed to remove it when the web application
was stopped. Threads are going to be renewed
over time to try and avoid a probable memory leak.

ThreadLocal with key of type
[org.apache.axis.utils.XMLUtils.
ThreadLocalDocumentBuilder](value [org.apache.axis.
utils.
XMLUtils$ThreadLocalDocumentBuilder@658e8a92])
and a value of type [org.apache.xerces.jaxp.
DocumentBuilderImpl] (value [org.apache.xerces.
jaxp.DocumentBuilderImpl@712bab54]) but failed to
remove it when the web application was stopped.
Threads are going to be renewed over time to try
and avoid a probable memory leak.



ThreadLocal with key of type [java.lang.
ThreadLocal](value [java.lang.
ThreadLocal@69fd51d7]) and a value of type
[com.bmc.arsys.apitransport.session.
ApiThreadLocalStorageBlock]
(value [com.bmc.arsys.apitransport.session.
ApiThreadLocalStorageBlock@7608309d]) but failed
to remove it when the web application was stopped.
Threads are going to be renewed over time to try
and avoid a probable memory leak.
Dec 16, 2014 7:33:33 AM org.apache.catalina.loader.

WebappClassLoader checkThreadLocalMapForLeaks

ThreadLocal with key of type
[net.sourceforge.jtds.jdbc.DateTime$1]
(value [net.sourceforge.jtds.jdbc.
DateTime$1@4b93c478]) and a value of type [java.
util.GregorianCalendar] (value [java.util.
GregorianCalendar[time=1418198400000,
areFieldsSet=true,areAllFieldsSet=false,
lenient=true,zone=sun.util.calendar.ZoneInfo
[id="America/Los_Angeles",offset=-28800000,
transitions=185,lastRule=java.util.SimpleTimeZone
[id=America/Los_Angeles,offset=-28800000,
startYear=0,startMode=3,startMonth=2,
startDay=8,startDayOfWeek=1,startTime=7200000,
startTimeMode=0,endMode=3,endMonth=10,
endDay=1,endDayOfWeek=1,endTime=7200000,
endTimeMode=0]],firstDayOfWeek=1,
minimalDaysInFirstWeek=1,ERA=1,
YEAR=2014,MONTH=11,WEEK_OF_YEAR=50,
WEEK_OF_MONTH=2,DAY_OF_MONTH=10,
DAY_OF_YEAR=344,DAY_OF_WEEK=4,
DAY_OF_WEEK_IN_MONTH=2,
AM_PM=0,HOUR=0,HOUR_OF_DAY=0,MINUTE=0,
SECOND=0,MILLISECOND=0,ZONE_OFFSET=-28800000,
DST_OFFSET=0]]) but failed to remove it
when the web application was stopped.
Threads are going to be renewed over time
to try and avoid a probable memory leak.
Chart Error —
This error occurs you visit the chart

creation page, but don't create a valid chart for a report.


BMC:SR:2015-02-10 17:08:12: WARN

(ReportResultBean:renderChart) - Error generating
chart: java.lang.Exception: Unable to determine
chart type for auto chart
java.lang.Exception: Unable to determine

chart type for auto chart
This error occurs you visit the chart creation

page, but save report without creating a chart.
BMC:SI:2014-12-16 02:57:01:ERROR
(ReportDatasetProducer:produceDataset)
- Error creating Dataset: java.lang.Exception:
No X-axis fields found.
Pivot reports require one
java.lang.Exception: No X-axis fields found. Pivot

reports require one
RefCode Duplication Warnings — This occurs when

duplicate records are loaded from the database into a cache.
(OrgReferenceCodeRltshpManager:getAllRefRltshps) -
ERROR: Duplicate loading rltshp data - Key:
20701|PRIMARY|VIEWCATEGORY|YFVIEWS|FIELDCATEGORY|
WORKDETAILS index: 627
java.sql.SQLException: rollback() should not

be called while in auto-commit mode
Workaround: You can ignore these errors.
SW00478225 BMC The following database functions are not supported for AdHoc 9.0.00 9.1.00
Remedy reports:
Smart DATE
Reporting QUARTER
WEEK
MONTH
YEAR
If you use these functions, the value returned will be in GMT instead
of the user's local timezone.


SW00487868 BMC On Change KPI dashboard users cannot see the data for Change 9.0.00 9.1.00
Remedy Rollback Rate dial on Change KPI meter.
Smart
Workaround:
Reporting
1. Log on to the BMC Remedy AR Server Mid-Tier as a

reporting administrator.
2. Choose Applications > BMC Smart Reporting > Smart
Reporting console.
3. On the Smart Reporting console, click Browse.
4. Select BMC Remedy Key Performance Indicators > Change
KPI.
5. Open the Change KPI Meter report.
6. On the report, click Edit > Data.
7. Click Advance Settings.
8. Click the filter icon
9. From the filter values select KPI name CHG:CHG:
Roll_Back_Changes and click Submit.
10. Save and then activate the report
Not available BMC Service When you are creating a service request on behalf of another user, 9.1.01
Request and you use type-ahead functionality in the Requested For field, the 9.1.00
Management suggested user names include names that do not match entitlement 9.0.00
or on behalf of rules. 8.1.02
8.1.01
Workaround: 8.1.00
8.0.00
None. When you select a name that is not allowed, an error is
displayed.


SW00482748 BMC Service When you create or update a service request definition (SRD), the 9.0.00
Request following error is displayed: 9.1.00
Management 9.1.01
CMDBBOException occurred: ERROR (120416): An
unknown error occured while trying to create a
CMDB CI Instance for one of the business objects;
Class : com.bmc.atrium.bol.BOPrice, Id : = OI-
74a07ee53d0a4fcdb92f7d73372d5361 ; Caused by:
ERROR (120216): Access to write to this dataset
has been restricted by your Administrator or
Configuration Manager. Please contact your
administrator for further information or
guidance.; BMC.ASSET (ARERR 191005)
This error occurs if BMC Atrium Core CMDB dataset level

permissions to the production BMC.ASSET dataset have been
restricted, and relevant BMC Service Request Management
permission groups do not have access.
Workaround:
1. Identify users with SRM Administrator and Request Catalog

Manager permissions.
2. Add those users to a permission group that has writable
access to the BMC.ASSET dataset, as defined in the Atrium
Core Console dataset configuration.
For more information, see Managing dataset level permissions

(BMC Atrium Core documentation).
SW00462720 BMC Service When you use the Data Wizard to update a user login ID, favorites 8.1.01
Request for that user no longer appear in the Request Entry console. 8.1.02
Management 9.0.00
Workaround: 9.1.00
9.1.01
1. In the SRS:ServiceRequest_MyFavorites form, search for all
entries that contain the old login ID in the Submitter field.
2. Modify each entry in the search results to use the new login
ID in the Submitter field.
SW00460995 BMC Service When you submit a Product Ordering service request, the following 8.1.01
Request error is reported: 8.1.02
Management 9.0.00
Please enter valid Manager Name. (ARERR 48905) 9.1.00
9.1.01
Workaround:
For more information about this issue, refer to knowledge article

KA410160, available from the BMC Support Knowledge Base.


SW00463717 BMC Service The Request Again link appears for Quick Launch service requests, 8.1.00
Request even though these service requests do not make use of Request 8.1.01
Management Again functionality. 8.1.02
9.0.00
Workaround: 9.1.00
9.1.01
To request again, locate a quick launch request in Popular Requests
or by browsing categories, select it, and click Submit.
SW00426875 BMC Service When an SRD name includes parentheses, and you include 8.1.00
Request parentheses in a search, the system exhibits one of the following 8.1.01
Management behaviors: 8.1.02
9.0.00
The search is unsuccessful 9.1.00
The search is successful, but includes an error message 9.1.01
stating that the full text search (FTS) service could not
complete the requested operation.
Workaround:
Do not include parentheses when searching for an SRD by its name,

unless you are using a complex query.
SW00425903 BMC Service An attempt to perform a bulk export of SRDs from the Import Export 8.0.00
Request console fails with an error message stating that the script is either
8.1.00
Management busy or has stopped responding.
8.1.01
8.1.02
Workaround:
9.0.00
You can ignore this error message. Click Continue to proceed with 9.1.00
running the script, or select the Do not ask me again option on the 9.1.01
message box and then click No.
SW00490759 BMC Service When a Guest user submits a service request with an attachment 9.0.00
Request and tries to access it in the Request Details screen, the attachment 9.1.00
Management is not visible. 9.1.01
Workaround:
For the Work Info ID field (database ID 1) on the SRM:WorkInfo

form, give View permissions to the Submitter group (ID 3).
SW00490901 BMC Service When creating a service request using a contact that is different from 8.1.00 9.1.00
Request the specified company, the service request record is created but the 8.1.02
Management corresponding incident creation fails with an error: "The contact for 9.0.00
the creation of an Incident cannot be found, please verify the contact 9.0.01
information and try again. (ARERR 48225)."
SW00490950 BMC Service Canceling a "Waiting Approval" Service Request triggers duplicate 8.1.00 9.1.00
Request cancellation notifications with incorrect statuses. 8.1.02
Management 9.0.00
9.0.01
SW00493609 BMC Service A service request based on an SRD that generates an incident with 8.1.02 9.1.00
Request "Resolved" status fails to complete and is automatically reopened 9.0.00
Management with an "In Progress" status. 9.0.01


SW00494475 BMC Service When importing SRDs with the Data Management Job Console, the 8.1.02 9.1.00
Request sequence of questions in the imported SRDs is out of order. 9.0.00
Management 9.0.01
SW00494526 BMC Service When the "Include Question Text" option is enabled in an SRD, 9.0.00 9.1.00
Request Service Requests based on that SRD do not correctly populate the 9.0.01
Management Notes field.
SW00470167 BMC Service Answer question action with CUSTOMER keyword does not work 8.1.01
Request with one-time OBO with the Save as draft option. 8.1.02
Management 9.0.00
9.0.01
9.1.00
9.1.01
SW00491268 BMC Service When sending a question to a customer in the Approval Console 9.1.00
Request with the German local specified, the Details window displays
Management "Question from approver" in English instead of German.
SW00491432 BMC Service Under certain conditions, canceling a new service request sets its 9.1.00
Request status to In Progress instead of Canceled. The user must cancel the
Management service request again to set its status to Canceled.
SW00491420 BMC Service Requests created through email are susceptible to cross-site 7.6.04 9.1.01
Request scripting, a potential security vulnerability. 8.0.00
Management 8.1.00
8.1.01
8.1.02
9.0.00
9.1.00
SW00501461 BMC Service In the Request Entry console, if you expand a large menu near the 8.1.00 9.1.01
Request bottom of the screen and then click the scroll bar, the expanded 8.1.01
Management menu items disappear. 8.1.02
9.0.00
9.0.01
9.1.00
SW00504213 BMC Service You cannot update the work order Assignee when there is an 8.1.00 9.1.01
Request attachment in the Work Info log. 8.1.01
Management 8.1.02
9.0.00
9.0.01
9.1.00
SW00506317 BMC Service For check box questions, responses that contain special characters 8.1.02 9.1.01
Request are converted to encoded HTML. The encoded HTML is then passed 9.0.00
Management to SR field and variable mappings. 9.0.01
9.1.00
SW00507190 BMC Service When an incident is cancelled through a service request, a 8.0.02 9.1.01
Request notification is sent to all members of the service request Assignee 8.1.00
Management Group, when only the Assignee should be notified. 8.1.01
8.1.02
9.0.00
9.0.01
9.1.00


SW00494607 BMC Service When using BMC Service Resolution 3.0.01 with BMC Remedy 9.0.00
Desk: ITSM 9.0, the following date format error occurs when the 9.0.01
Incident HPD_IncidentOutboundEvent web service is called to search based 9.1.00
Management on the modification date.
ERROR (8957): The date format is invalid
Workaround:
Add a new environment variable called ARDATE in the ITSM system
with the following value:
ARDATE MM/dd/yyyy HH:mm:ssZ
SW00495653 BMC BMC Knowledge Management calculated the business time between 9.1.00
Knowledge flagging and unflagging of articles only for the Completed status. The
Management Rejected status was not considered for business time calculation.
SW00481200 BMC If a user sent an email through a knowledge article from Knowledge 9.0.00 9.1.00
Knowledge Management Console, an entry was not recorded in the Email Log 8.1.02
Management tab. This happened only if the sender had access restrictions of a
service provider. However, if the sender had unrestricted access, an
entry was recorded in the Email Log tab.
SW00488217 BMC Pending review notifications were not sent to all assignees when 9.0.00 9.1.00
Knowledge multiple articles had the same next review date and different 8.1.01
Management assignees.
SW00493364 BMC You created an article from an incident in Smart IT and set the status 9.0.01 9.1.00
Knowledge of that article as In Progress. If you opened the same incident record
Management from BMC Remedy Mid Tier and navigated to the Relationship tab,
the status of the related article was displayed as Published, while the
actual status was In Progress.
SW00464639 BMC The German translation of Retire Approval could not be clearly 9.0.00 9.1.00
Knowledge understood. 8.1.00
Management
SW00471589 BMC The message for ARNOTE 170236 was not translated to German. 9.0.00 9.1.00
Knowledge The following English message appeared: 8.1.01
Management
Search preferences removed successfully. Please
disconnect and log in again. (ARNOTE 170236)
SW00473055 BMC When creating a knowledge article using a Reference template, you 9.0.00 9.1.00
Knowledge pasted an HTML code by clicking the View HTML Code button on 8.1.01
Management the Content tab and saved the article. Then while previewing the
article, if you clicked the small triangle icon to expand the content
details, the triangle icon toggled correctly, but the content did not
unhide. However, the contents expanded correctly if you clicked on
the background area of the small triangle icon while previewing the
article, or when you opened the article for editing.
The issue occurred only when you used the Article Conversion Tool
on Mozilla Firefox and Internet Explorer web browsers, and did not
occur if you created the article directly from the Reference template.
SW00473868 BMC The German translation of Product Categorization was not correct. 9.0.00 9.1.00
Knowledge Also, the German translation of Operational Categorization and 8.1.01
Management Product Categorization was inconsistent.


SW00476433 BMC The error message descriptions of ARERR 170234 and ARERR 9.0.00 9.1.00
SW00477013 Knowledge 170091 were not translated in German. 8.1.02
Management
SW00485960 BMC In a new version of knowledge article, if you changed some data 9.0.00 9.1.00
Knowledge such as operational category, and then moved the article to Publish 8.0.00
Management for Approval status, an approval signature was generated for old
version of article, along with the signature of new version.
SW00488946 BMC The View Counter and Use Counter fields on knowledge article did 9.0.00 9.1.00
Knowledge not display correct values of view count and use count. The counters 8.1.00
Management did not increment correctly every time you viewed or used an article.
As a result you could not identify important articles.
SW00489711 BMC The default value of Use Counter field of an article was set to NULL 9.0.00 9.1.00
Knowledge instead of zero. 8.1.00
Management
SW00490824 BMC You could not update title of a knowledge article in Draft status. 9.0.00 9.1.00
Knowledge When you tried to update the title of an article in Draft status, the 8.1.01
Management following error occurred:
Too many filters processed during this operation

(ARERR 298).
SW00490993 BMC Because the Submitter and Submitted Date fields were not available 9.0.00 9.1.00
Knowledge on the Update Request form, you could not know the submitter of an 8.1.00
Management update request.
SW00491001 BMC New versions of knowledge articles did not retain the Use Counter, 9.0.00 9.1.00
Knowledge View Counter and Search Boost Value values from the older version. 8.1.00
Management
SW00491177 BMC While creating a new article conversion using the Article Conversion 9.0.00 9.1.00
Knowledge tool, if you entered the mandatory fields on the General tab, and 8.1.02
Management then on the Organization & Categorization tab if you selected a
Company and the Use Fixed values option, the Business Service
menu did not populate any values.
SW00493330 BMC When you accessed the RKM:KnowledgeArticleManager form using 9.0.00 9.1.00
Knowledge a direct access URL, only a blue colored background page 8.1.01
Management appeared. You could not open the form in search mode.
SW00495008 BMC When you opened the advance view of a knowledge article, the View 9.0.00 9.1.00
Knowledge Counter incremented by two. 8.1.02
Management
SW00497183 BMC If you assign an article to yourself from the Quick Actions drop down 9.0.00 9.1.00
Knowledge list on the Knowledge Management Console, the Assignee field was 8.1.02
Management set correctly, but the Assigned Group field was incorrectly set.
SW00467787 BMC When you performed actions such as clicking the Use or Visibility 9.0.00 9.1.00
Knowledge groups buttons on knowledge articles, a message box appeared on 8.1.00
Management the top of the article for a short duration. The message did not allow
the user to close it after reading. It automatically disappeared after
some time


SW00470494 BMC The following string on the Run tab of RKM:DocumentsMigrationTool 9.0.00
Knowledge form is not translated to German: 8.1.02
Management
Use this tab to select one or more XML templates and to run the
conversion.
SW00475097 BMC The German translation for some filters on the Report Console is not 9.0.00
Knowledge available. The Available Fields list from the Show Additional Filter in 8.1.01
Management the Report Console is not completely translated in German for the
Knowledge category.
SW00475248 BMC The Knowledge Category field on the Report Console is translated 9.0.00
Knowledge as Kategorie Wissen. For other functions such as Knowledge 8.1.01
Management durchsuchen, Knowledge-Quellen verwalten, Knowledge-
Sichtbarkeit verwalten, and so on, the the word Knowledge is not
translated to German. It is retained in English.
SW00490748 BMC Service In a problem investigation notification, the value of Investigation 9.0.00 9.1.00
Desk: Driver was not translated to German. 8.1.02
Problem
Management
SW00492796 BMC Service In Problem Management, company specific notifications did not get 9.0.00 9.1.00
Desk: triggered when you disabled the global notifications after configuring 8.1.00
Problem the following notification tags on the SYS: Notification form: 7.6.04 SP2
Management
PBM-PAS-AssigneeAssociatedChangeCompletion
PBM-PAS-ManagerAssociatedChangeCompletion
PBM-PKE-AssigneeAssignment
PBM-PKE-GroupAssignment
PBM-PKE-ProblemManagerAssignment
PBM-KDB-AssigneeGroupAssignment
PBM-KDB-AssigneeIndivAssignment
PBM-PKE-ProblemManagerGroupAssignment
SW00484218 BMC Service For service request emails sent through the Rule Based Engine 9.0.00 9.1.00
Request (RBE), if the email body contained more than 99 characters, the 8.1.00
Management BMC Service Request Management work notes were not updated.
SW00459128 BMC Service In the Italian locale, the Resolved incident volume by product 9.0.00 9.1.00
Desk: categorization report on HPD:HelpDesk form did not retrieve any 8.1.00
Incident data. A blank report was displayed. 7.6.04 SP4
Management
SW00468855 BMC Service If you were a non-support Staff user with both Incident Submitter and 9.0.00 9.1.00
Desk: Incident User permissions, and you tried to submit an incident 8.1.00
Incident request, the ARERR 326 error occurred.
Management
SW00488806 BMC Service When viewing a broadcast message that was modified and saved 9.0.00 9.1.00
Desk: without making any changes, clicking the green icon next to the 8.1.02
Incident Broadcast Originated From ID field did not open the HPD:Help Desk
Management form.


SW00490698 BMC Service The HPD:IncidentInterface_Create form mapped Location Company 9.0.00 9.1.00
Desk: into Contact Company. If the Service Request Definition (SRD) had 8.1.00
Incident different mapping defined for Location Company, error ARERR
Management 48255 occurred and incident creation failed.
SW00490888 BMC Service Performance was impacted when you created or opened incident 9.0.00 9.1.00
Desk: requests. 8.1.00
Incident 7.6.04 SP4
Management
SW00491076 BMC Service In Incident Management, company specific notifications did not get 9.0.00 9.1.00
Desk: triggered when you disabled the global notifications, after configuring 8.1.00
Incident the following notification tags on the SYS: Notification form: 7.6.04 SP2
Management
HPD-CRQ-ChangeRequestStatus
HPD-PBI-IncidentInvestigationAssociation
HPD-PBI-InvestigationCompleted
SW00491465 BMC Service Broadcast message did not popup although it is configured in the 9.0.00 9.1.00
Desk: Application Preferences. The behavior of broadcast popup did not 8.1.02
Incident work as per the documentation.
Management
Refer the updated documentation. See Working with broadcasts.
SW00494444 BMC Service After navigating to the Incident Management Console > Functions > 9.0.00 9.1.00
Desk: KPIs option, when you chose to view all open incidents by clicking 8.1.00
Incident the All Open link under Total Open Incidents, the incidents with
Management Pending status were not included.
SW00494501 BMC Service After you cancelled an incident request from the Request Entry 9.0.00 9.1.00
Desk: Console, the Assigned Group members did not receive any 8.1.02
Incident cancellation notification.
Management
SW00495162 BMC Service In Best Practice View, while creating and incident request, you 9.0.00 9.1.00
Desk: selected a company, then clicked the Next button and selected a 8.1.00
Incident user. If you then clicked the Previous button to clear the data in
Management Customer+ field, the erase button was disabled. You could not clear
the data in the Customer+ field.
SW00495841 BMC Service The My Searches function on Incident Management Console does 9.0.00 9.1.00
Desk: not work correctly when you create a search qualification that 8.1.02
Incident contains an AND or OR clause.
Management
SW00497891 BMC Service The out-of-the-box Resolved Incident Volume by Product 9.0.00 9.1.00
Desk: Categorization web report did not show any data in Japanese locale. 8.1.02
Incident
Management
SW00470559 BMC Service When you created a Solution Database related to a Problem 9.0.00 9.1.00
Desk: Investigation request, the relationship was not created. 8.1.00
Problem
Management


SW00477492 BMC Service In German locale, there are duplicate entries for the Role filter on the 9.0.00 9.1.00
Desk: Problem Management Console. 8.1.02
Problem
Management
SW00488339 BMC Service When you create a problem investigation record, the Contact 9.0.00 9.1.00
Desk: Company is set as your default Support Group Company. As a 8.1.00
Problem result, if you are a member of multiple companies in a multitenant
Management environment, users who do not belong to a particular company can
also view the problem investigation record.
This issue has been fixed with the new row-level security feature in
BMC Remedy ITSM 9.1.00. For more information, see Row-level
security.
SW00500412 BMC Service The PBM:PPI:CreateProblem_155_WorklogSetType filter referenced 9.0.00 9.1.00

Desk: an incorrect field in its Run If qualification. The value of Work Info 8.1.01
Problem Type for Problem Investigations created using PBM:
Management ProblemInterface_Create form were overwritten.
SW00490130 BMC Creation of work information notes through the Rule Based Engine 9.0.00 9.1.00
Remedy (RBE) showed inconsistent behaviour for different BMC Remedy 8.1.01
ITSM ITSM applications. You should be able to create work information
notes for all applications through RBE with the type as Email Engine.
However for some applications, such as BMC Problem
Management, you could create work information notes with the type
as Customer Communication.
SW00448716 BMC The sort order of work information entries on the TMS:Task form 9.0.00 9.1.00
Remedy was not consistent with other BMC Remedy ITSM forms such as 8.1.00
ITSM HPD:Helpdesk. The other forms display the records in descending 7.6.04 SP2
order on date, with the newest entry displayed first. The TMS:Task
form displayed records in ascending order on date, with the latest
record as the last entry in the Work Info History table.
SW00494359 BMC Service You had a ticket and two or more Service Targets (SVT) from one 9.0.00 9.1.00
Level Service Group. The ticket did not meet the Start When condition of 8.1.00
Management any of the SVTs. When you submitted the ticket by attaching one
SVT, the Due Date, OverallStartTime, UpStartTime fields of the SVT
were not populated. However, when you switched to another SVT
that had not started yet, the Due Date, OverallStartTime,
UpStartTime fields were populated with values. This affected the
overall service targets measurements.
SW00488113 BMC Service The fields on Work Orders in BMC Service Request Management 9.0.00 9.1.00
Request were misaligned for Korean, Spanish, and French locale. The issue 8.1.01
Management was observed only for upgrades of BMC Service Request
Management 7.6.04 to version 8.1.01.
SW00489738 BMC Service Measurement status on the SLM:TeamMeasurement form shows 9.0.00 9.1.00
Level incorrect values of service target measurements for Service Targets 8.1.01
Management with a status of Missed Goal.


SW00471125 BMC In BMC Remedy ITSM with German locale, when you navigate to 9.0.00
Remedy Change Management > Search Change, and then search for change 8.1.01
ITSM requests with Rejected status, the search criteria is set as Draft.
Also, some selection fields such as Rejected and Closed statuses
are not translated to German.
SW00451716 BMC With BMC Remedy ITSM in German locale, when you open an 9.0.00
Remedy attachment on the Request Entry Console, the button text Auf 8.1.00
ITSM Datenträger speichern is truncated. The field length is not sufficient 7.6.04 SP4
for the text.
SW00481874 BMC Service The SLM:AuditLog form is available only in English locale. It is not 9.0.00
Level translated to other locales, such as French. 8.1.00
Management
SW00468841 BMC When you tried to create People records using the Data 9.0.00 9.1.00
Remedy Management tool with the Profile Status field set to Offline, the 8.1.00
ITSM records were created with a status of Enabled.
Not available BMC Conversion of articles from CSV format is not supported by the 9.1.00
Knowledge Article Conversion Tool. 9.0.00
Management 8.1.01
SW00505609 BMC When multiple users have same email address, the user sync job 9.1.00
Remedy creates only one user instead of creating multiple users. In such a
Smart case, the user sync job does not function like user onboarding that
Reporting creates multiple users even if their email addresses are same.
Example 1
Users have the same email address with same case letters.
User 1: abc
Email address: abc@test.com
User 2 : xabc
User onboarding creates both users, but user sync job creates only
user abc.
Example 2
Users have the same email address with different case letters.
User 1: abc
User 2 : xabc
Email address: ABC@test.com
User onboarding creates both users, but user sync job creates only
user abc.
Workaround:
Change the email address such that each user has a unique email
address.


SW00484631 BMC If you updated change request attributes such that the update 8.1.00 9.1.01
Change initiated the approval phase, approval mappings matching the 9.0.00
Management updated attribute values were not considered for approval signature 9.1.00
generation. Instead the attribute values prior to the update you made
were matched with the approval mapping qualification criteria,
causing the mappings to be disregarded.
Example
Suppose you had two approval mappings:
Mapping 1, where Change Class = Normal

Mapping 2, where Change Class = <blank>, which can be any
class.
You created a new change request with Change Class = Standard

and saved it. You then updated the change request to set the
Change Class = Normal, and moved the change request to the next
stage.
In this case, Change Class = Normal qualified the criteria for

Mapping 2, which can be any class. However, for Mapping 1, the
Change Class prior the update, which was Standard, was
considered. Because it did not meet the qualification criteria,
Mapping 1 was disregarded for approval signature generation.
SW00471679 BMC Service When you resolved an original incident request that had a large 8.1.00 9.1.01
Desk: number of related or duplicate incidents requests, some of them 9.0.00
Incident continued to remain in Pending status. Not all related and duplicate 9.1.00
Management incident requests were resolved.
SW00504999 BMC For external articles, the Request Cancellation functionality did not 8.1.00 9.1.01
Knowledge work and external articles could not be cancelled. 9.0.00
Management 9.1.00
SW00505000 BMC The Delete Article functionality was available for external articles that 8.1.00 9.1.01
Knowledge were in Published status, whereas the functionality should be 9.0.00
Management available only for articles that are in In Progress status. 9.1.00
SW00468709 BMC You invoke a web service call through SOAP UI to modify a ticket in 8.1.00
Remedy BMC Remedy ITSM applications. While modifying the ticket, you 9.0.00
ITSM provide mandatory information such as login credentials, ticket ID, 9.1.00
and values of fields you want to modify. Other fields that were 9.1.01
mandatory during ticket creation already contain values you entered
while creating the ticket, and because you do not want to modify
those fields, you do not enter values through the modify web service
call. In this scenario, the following error occurs:
soapenv:Server.userExceptionERROR (326): Required

field cannot be blank.; 2326
Workaround:
While invoking a modify web service call through SOAP UI, provide
information for all fields that were mandatory while creating a ticket
or request.


SW00508490 BMC Service In BMC Remedy Incident Management, if multiple main branches 8.1.00 9.1.01
Desk: were configured in one decision tree, the decision tree functionality 9.0.00
Incident did not work as expected. The following issues were observed while 9.1.00
Management using the decision tree:
The Decision Tree Selection popup window displays only the

first main branch. You cannot view or select the next main
branches.
The Select and Back buttons do not work correctly, and the
selected branch item does not get applied to the incident
ticket.
The overall user interface and functionality is not useful when using
decision trees that have multiple main branches.
Refer the updated documentation. See Using the Incident

Management decision tree in version 9.1.01.
SW00493686 BMC Full Text Search indexed knowledge articles based on the 8.1.02 9.1.01
SW00509407 Knowledge ArticleAuthor field, which returned irrelevant search results. If your 9.0.00
Management search string contained an author name, the articles authored by 9.1.00
that author became more relevant than the articles that were
relevant to the subject of the search. As a result, the search results
also contained articles authored by the author, but not relevant to the
search subject.
SW00509713 BMC Service When updating an incident request through email, value of the 9.1.01
Request Source field on SRM: Request form for the work note is not updated
Management to Email. Instead, the field remains blank. The Rule Based Engine
does not update the Source field correctly.
Workaround
Currently, no workaround is available for this issue.
SW00509522 BMC Service When creating a work note for a work order via email, if the email 9.1.01
Request subject line contains strings such as 'WO', 'wo', 'Wo', or 'wO'
Management preceding the work order ID, the Rule-Based Engine does not
identify the work order number correctly, and a work note is not
created.
For example, if the email subject line is 'RE: Work Order

WO00000000001 xxxxxx', because there is a string 'Wo' in the word
'Work' preceding the work order ID, a work note is not created.
Workaround
Do not include strings such as 'WO', 'wo', 'Wo', or 'wO' preceding the
workorder ID in the email subject line.
9.1.01: Service Pack 1

This table provides information about fixes and updates in this service pack, and provides
instructions for downloading and installing the service pack.

Updates in This release includes only defect fixes. For more information about enhancements in BMC Remedy ITSM Suite,
Service see Service Pack 1 enhancements.
Pack 1
Known and
corrected Known and corrected issues (see page 13)
issues Application installation and upgrade known and corrected issues in BMC Remedy IT Service
Management Deployment documentation.
Downloading For download instructions, see Downloading the installation files.

the service
pack
Installing the If you are installing the product for the first time, see Installing BMC Remedy ITSM in BMC Remedy IT Service
service pack Management Deployment documentation.
If you are installing this service pack as an upgrade, see Upgrading BMC Remedy ITSM in BMC Remedy IT
Service Management Deployment documentation.
Note: Install BMC Remedy Action Request (AR) System 9.1 Patch 1 and BMC Atrium Core 9.1 Patch 1 before
installing Service Pack 1 of BMC Remedy IT Service Management (ITSM) 9.1. Some of the functionalities of BMC
Remedy applications at version 9.1 Service Pack 1 do not work as expected without BMC Remedy AR System
9.1 Patch 1 and BMC Atrium Core 9.1 Patch 1 . For example, Remedy Single Sign-on (RSSO) configured for
SAML authentication has a dependency on BMC Remedy AR System sever 9.1 Patch 1. See, Installing BMC
Remedy AR System 9.1.00.001 and Installing BMC Atrium CMDB 9.1.00.001.
Version 9.1.00 enhancements

This section contains information about enhancements in version 9.1.00 of the BMC Asset
Management product.
Enhancement to BMC Remedy ITSM data access model

The following enhancements or changes are made to the BMC Remedy ITSM data access model:
Support group centric ticket data access — T icket data access is now managed based on
individuals (for example, submitter, on behalf of, and assignee) and support groups
associated with a ticket. This restricts ticket access to only those users who are directly
connected to a ticket or to a support group associated with a ticket. For more information,
see Row level security .
Support for hierarchical groups — This feature is based on the existing hierarchical group
feature in BMC Remedy AR System and allows you to c reate collector groups that are
parents of other groups. The parent group can access its own ticket data and the ticket data
of its child groups. You can extend the ticket data access to higher groups using hierarchical
groups . For more information, see Hierarchical groups.
Assignment menus are tied to the company fields — Manual support group assignment is
now restricted to the company the ticket is for. The assignment menus display support
groups relevant to the location and contact companies mentioned on a ticket. The new

Application Administration Console > Foundation > Advanced Options > Support Group
Assignment Configuration > Configure Assignment Groups for a Service Company form
allows you to define valid support groups for a company. For more information, see Defining
the valid support groups associated with a company.
For more information on the above enhancements and post upgrade considerations, see Data
access model enhancements in BMC Remedy ITSM 9.1.
Note
This feature affects the following BMC Remedy ITSM applications:
BMC Asset Management

BMC Service Desk
BMC Service Request Management
BMC Service Level Management (only hierarchical groups)
Related to pic
Getting started
This section provides information about getting started with BMC Asset Management.
As a user,
Review the Key concepts (see page 50) helps you understand Asset Management
To understand end to end change management processes, see User goals and features
(see page 163)
If you are an administrator,
Review the deployment space to understand the installation or upgrade procedure

Review the Configuring after installation (see page 172) for configuration information
Related topics
Key concepts (see page 50)

User goals and features (see page 163)
Installation information
Quick start (see page 50)

Use cases (see page 164)
Quick start
Use these links to quickly find information that will help you get started working with BMC Service
Desk. The links are organized by broad user types:
End users: Asset Management (see page 276), Software Lifecycle Management (see page
95), End to end processes (see page 54)
Administrators: Configuring after installation (see page 172)
Developers: Developing (see page 508)
Related topics
Related products ( recommended )

BMC Remedy IT Service Management
BMC Service Desk
BMC Remedy with Smart IT
Key concepts
This section introduces you to high-level concepts that you should understand before you use the
BMC Asset Management product.

Business value (see page 51)

ITIL processes (see page 52)
Calbro Services company example (see page 53)
End-to-end process (see page 54)
User roles (see page 140)
Architecture (see page 142)
Contract Management (see page 145)
Software license management (see page 146)
Standard configurations (see page 151)
About software usage (see page 152)
Schedules (see page 152)
Configuration items (see page 152)
Costing and charge-backs (see page 154)
Managing inventory (see page 159)
Configuration catalog (see page 159)
Reports (see page 159)
Requisition management (see page 160)
Business value
BMC Asset Management helps reduce the total cost of ownership of items represented by your CIs
and increases return on investment. The BMC Remedy ITSM suite integrates BMC Asset
Management with BMC Service Desk (which contains the BMC Incident Management and BMC
Problem Management applications), BMC Change Management, and BMC Service Level
Management. BMC Asset Management offers the flexibility to support customized business
processes.
The BMC Asset Management application integrates both configuration management and costing
into a single program that can manage your company's IT assets from planning to retirement.
The BMC Asset Management application enables IT professionals to track and manage enterprise
configuration items (CIs)-and their changing relationships-throughout the entire asset lifecycle.
BMC Asset Management tracks contracts, financial costs, software licenses, outage indicators, and
more for the CI information stored within the BMC Atrium CMDB application.
Financial information, such as costs, maintenance and leasing information, depreciation schedules,
and contracts, can be managed through BMC Asset Management to help you allocate scarce
resources rationally. It also helps to provide audit trails. This information can help companies to
reduce the overall cost of providing IT services.
As part of the BMC Remedy ITSM Suite, BMC Asset Management is integrated with BMC Service
Desk, BMC Change Management, and BMC Service Level Management, and offers flexibility to
support customized business processes.

BMC Asset Management provides the following capabilities to help reduce the total cost of
ownership of your CIs and increase return on investment:
Software Reduces software license overspending and non-compliance through greater accuracy in discovering, tracking,
license and reallocating software licenses. By automatically linking discovered software configuration items to software
management license certificates, BMC Asset Management can report on license compliance and help facilitate license
reallocation.
Contract Tracks the status, type, terms, conditions, payments, and other information about lease, software, warranty, and
management maintenance contracts
Blackout Lists available or unavailable times for CIs

schedules
Inventory Specifies, tracks, and manages individual CIs and bulk items
management
If your environment has BMC Service Desk or BMC Change Management installed, you do not need a BMC
Asset Management license to create CIs or to manage CIs (bulk and non-bulk). To modify CI information, you
need a BMC Remedy Action Request System fixed or floating license; in addition, your user ID needs either
Asset Admin or Asset User permissions. If no BMC Remedy Asset Management license is available, an
application administrator can give the Asset Admin or Asset User permission by selecting a license type of
"None."
If your environment has BMC Asset Management installed, you have access to additional CI management
capabilities, as well as the other capabilities listed in this section.
Configuration Defines standard configurations, or setups, for different people or groups within a company, and maintains the
management status of the CIs within the configurations
Lifecycle IT Uses best practices workflow to handle all phases of the IT CI management life cycle from requisition, purchase,
CI and receipt, to installation and deployment
management
Cost module Consolidates CI costs from procurement to disposition, and allocates and tracks costs to cost centers
Requisition Creates purchase requisitions, manages the approvals of the requisitions, initiates the creation of purchase
management orders, and manages the receipt of items from suppliers and the creation of the associated CIs
ITIL processes
IT Infrastructure Library (ITIL) is the foundation for achieving the goals of the BMC Remedy IT
Service Management (BMC Remedy ITSM) applications.
ITIL provides the leading set of best practices for service management. It defines important
business processes and provides a flexible well-designed framework that can be tailored to the
specific needs of your organization.
Video
ITIL V3 and BSM Architecture

ITIL defines a broad set of recommendations that explain effective ways to handle many aspects of
IT support and delivery, including asset and configuration management, change management,
release management, incident management, and problem management.
BMC Remedy ITSM automates standard ITIL processes out of the box. Extensive configuration
options enable you to tailor the applications to the needs of your organization. The following table
maps ITIL processes to BMC Remedy ITSM applications.
ITIL processes and BMC Remedy ITSM applications
ITIL process BMC Remedy ITSM application
Change management BMC Change Management
Release management BMC Change Management
Incident management Incident Management feature of BMC Service Desk
Problem management Problem Management feature of BMC Service Desk
Service asset and configuration management BMC Asset Management
Service level management BMC Service Level Management
Service request management BMC Service Request Management
Knowledge management BMC Knowledge Management
ITIL describes best practices at a high level. It provides guidance on steps to take, processes, and
workflows. Organizations are then free to implement the work-level procedures for daily activities
that apply to their requirements.
The BMC Service Management Process Model illustrates how ITIL processes map to work
instructions performed in the BMC Remedy ITSM applications.
Best Practice views of key forms help streamline work to ITIL best practices.
Calbro Services company example

In the BMC Remedy ITSM documentation set, a fictional company named Calbro Services helps
explain how BMC Remedy ITSM principles and procedures are used in practice.
Although Calbro Services is a fictional company, it is based on research of actual BMC customers.
Learning how Calbro Services manages common IT Service Management scenarios should prove
useful as you use the BMC Remedy ITSM applications in your own environment.
Calbro Services, a large, global company, is headquartered in New York City and publicly traded
on the New York Stock Exchange. The company has 27,000 employees in 240 offices located in
20 countries. The following table describes key business services in Calbro Services.
Key business services

Service Description
Online banking 500 ATMs in major cities
WWW presence Corporate site and online brokerage services
Discount equity brokerage Online and storefront services
Sales force automation Automated sales activities such as leads, orders, reports, and so on
Customer support Support centers in the United States, Europe, and Asia
Mass marketing World-wide marketing campaigns aimed at making Calbro Services a household name
For examples of how Calbro Services uses Asset Management, see User scenarios (see page 99)
.
End-to-end process
This section provides a high-level process of software license management, and user scenarios.
From Discovery to Software license management (see page 54)

The software lifecycle (see page 95)
User scenarios (see page 99)
From Discovery to Software license management

Organizations use different products to perform their business. They purchase these products from
different vendors under different licensing schemes that depend on factors like the number of
licenses required, the terms of the contract, required hardware, other requirements, and the
options vendors offer to optimize cost and maintenance of the product.
When using discovery products to collect data on the products in your infrastructure, many
products can be discovered. It is essential that from these products you identify those that need to
be managed and bring information about only those products into your Configuration Management
Database (CMDB). Some of the discovered software may require to be licensed, as opposed to
freeware type of software that does not require a license.
You must also understand the vendor agreements and contracts, and the type of licensing
purchased. This information will help decide the type of contracts and license models that need to
be setup during the SWLM process. Licensing rules vary from company to company depending on
the needs and types of products purchased.
An organization uses multiple criteria to determine the types of licenses for the software. For
desktop software, these could include the number of licenses required, the terms of the contract,
required hardware, and other requirements. Examples of desktop software include Microsoft Visio,
Adobe Acrobat, etc.

Similarly, in case of server-based software, the company can choose licensing based on the
hardware requirements, such as virtual systems, nonvirtual systems, the applications hosted, and
the various options available from the vendor. Examples of server-based software are Microsoft
SQL Server, Oracle Enterprise Server, IBM DB2 Enterprise Server Edition, and BMC Remedy AR
System and applications.
For example, for desktop software like Microsoft Office, the company can choose the licensing type
based on its usage.
Enterprise licensing — Software is used by most employees in the company

Site licensing — Software usage is limited to a site
Per instance licensing — Software is used by a select list of users in the company. For
example MS Visio or MS Project may be used by some users. In this type of licensing you
pay for every installed instance of the software.
Per copy license — Employees have multiple systems, like a desktop and a laptop, and
need to have a copy of the software on both systems. Each user is charged a single license
and can install the software on both the systems.
In case of server-based software, such as IBM DB2, Microsoft Windows Server, and Oracle
Database, typically the hardware on which the software is installed is a factor of the licenses used;
for example, if it is virtual machine, licenses based on the physical hosts may only count. The type
of processors installed on the systems, number of CPUs, number of cores, and so on, come into
play for license consumption.
This section describes the process of discovering, normalizing, and reconciling configuration items
(CIs) for the purpose of software license management. The following diagram illustrates this
process.

Software License Management - Creating license certificates and running license jobs
View video on YouTube
The following topics are discussed in this section:
Overview of populating the production dataset with configuration items (see page 56)
Required permissions (see page 58)
The role of discovery in BMC Asset Management (see page 59)
Transferring data to a dataset in BMC Atrium CMDB (see page 63)
Normalizing data with the Product Catalog (see page 66)
Running reconciliation jobs (see page 78)
Using discovered data in software license management (see page 82)
Overview of populating the production dataset with configuration items

BMC Atrium Configuration Management Database (BMC Atrium CMDB) stores information about
the configuration items (CIs) in your IT environment and the relationships between them. A CI is an
instance of an entity that is part of your environment and has configurable attributes specific to that
instance. These entities can be physical (such as a computer system), logical (such as an installed
instance of a software program), or conceptual (such as a business service). For example, a

discovered application server is represented by a CI that defines the attributes of the host
computer, and the application that it hosts is represented by a CI that defines the attributes of the
application. A relationship defines the dependency of the application on the application server.
Data providers, such as discovery applications, put data into BMC Atrium CMDB, where it is
partitioned into separate datasets. Software products (and other CIs) can be discovered by multiple
providers. Each provider provides data in a separate dataset.
The same software product might be represented by CIs in multiple datasets. The different data
providers might record the CIs in different ways. The Normalization Engine helps track discovered
CIs by assigning the same value to the product name, manufacturer, and the product
categorization attributes.
The Reconciliation Engine component enables you to reconcile these datasets into a consolidated
production dataset that you use as the single source of reference for your IT environment. Data
consumers such as the SWLM License Engine, read data from the production dataset.
When computer systems are deployed in an organization, software is installed on them. Following
this when the discovery is run, the CIs (the computers and the various applications installed on
them) are discovered and get tracked in the discovery database. The discovery sources then bring
the data from their individual databases into BMC Atrium CMDB in their own dataset using an
integration, such as the AIE service or the CMDB API.
The following steps, which are illustrated in the following figure, highlight the integration of
discovered data into BMC Atrium CMDB:
1. A user or the IT department deploys hardware and software.

2. The discovery application discovers the CI data and stores the data in a database.
For example, for BMC BladeLogic Client Automation, the Scanner Service discovers
inventory data on the endpoints and sends the data to the Inventory database.
3. The data is transferred to a dataset in BMC Atrium CMDB.
For example, BMC BladeLogic Client Automation uses BMC Atrium Integration Engine to
transfer discovered data between the Inventory database and BMC Atrium CMDB. BMC
Atrium Discovery and Dependency Mapping (BMC Atrium Discovery) uses the BMC Atrium
CMDB API.
Data is transferred into the appropriate classes in the Common Data Model (CDM).
4. Discovered data goes through normalization to make sure the product titles coming into
BMC Atrium CMDB are consistent and aligned.
Normalization is performed by checking the BMC Atrium Product Catalog, based on
matching attributes.
If there is no match, the Product Catalog must be updated with any product titles and
versions that are not already in the catalog.
5.
5. Reconciliation jobs for the respective datasets is run to identify the CIs, to merge any CIs
together if duplicates exists.
6. The Reconciliation Engine promotes the reconciled CIs into the BMC.ASSET dataset, which
is the production dataset.
Flow of data from discovery to BMC Asset Management
After the data is promoted into the production dataset, it is available for the SWLM License Engine
to find the software CIs deployed and hence be able to compute compliance. When connecting CIs
to license certificates and when computing compliance, SWLM only looks at CIs in the BMC.
ASSET dataset.
After all the CIs are in BMC Atrium CMDB, with cleaner normalized titles, there are some software
products that can be used for free (meaning no contract or license is needed before it can be used)
while some products should be deployed and used only if the necessary contracts for them are
purchased and hence authorized to use.
Software license management in BMC Asset Management (version 7.5 or later) helps you with this
information by tracking contracts and related certificates for various products. It tracks which CIs
apply to software contract and reports whether you are compliant.
Required permissions
To complete the tasks described in this documentation, users require permissions or functional
roles, as listed in the following table:
Task Product Required permissions
Specify a default company. BMC Asset Asset Config

Management
Turn on a Normalization Engine job. BMC Atrium Core NE User

Task Product Required permissions
Choose which CIs to normalize. BMC Atrium Core NE Administrator
Add or modify Product Dictionary entries and Software Library Items in the BMC Atrium Core Atrium Foundation
Product Catalog. Admin
Delete entries in the Product Catalog. BMC Atrium Core AR Admin
Configure a dataset for normalization. BMC Atrium Core NE Administrator
Review entries in the Product Catalog. BMC Atrium Core Atrium Foundation
Admin
Create entries in the Product Catalog. BMC Atrium Core Atrium Foundation
Admin
Create aliases to entries in the Product Catalog. BMC Atrium Core Atrium Foundation
Admin
Run a reconciliation job. BMC Atrium Core CMDB RE User
Create contracts. BMC Asset Contract Config

Management
Create license certificates. BMC Asset Contract Admin

Management
Create a license job and run the SWLM engine. BMC Asset Contract Admin
Management
Monitor license consumption and compliance. BMC Asset Contract Admin or Asset
Management User
View software usage information. BMC Asset Contract Admin or Asset

Management User
Purchase licenses. BMC Asset Purchasing User

Management
Procure and receive licenses. BMC Asset Receiving User

Management
The role of discovery in BMC Asset Management
Discovery applications discover CI data and store the data in an internal database, which can then
be populated into the CMDB. These applications discover data on a regular basis as new hardware
or software is installed or uninstalled and as updates happen in the company's environment. It is
important that required filters are set up at the discovery level itself, so only necessary data is
populated in the CMBD when data is discovered.
Transfer of data that is not required may impact the performance and manageability of the CMBD.
Accurate and relevant information being populated in the CMDB in a consistent way is a crucial
part of the software license management lifecycle.

There are a few products that customers can use for discovery. There are discovery products that
specialize in either desktop or server discovery, or in both. BMC provides two discovery products
that use different techniques to populate pertinent data into the CMDB for software license
management (SWLM):
BMC provides two discovery products that use different techniques to populate pertinent data into
the CMDB for software license management (SWLM):
For BMC Atrium Discovery and Dependency Mapping (BMC Atrium Discovery), the
Discovery Engine uses multiple discovery techniques to obtain information about your
organization's hardware and software. The Reasoning Engine (is this term correct?), which
supports the Discovery Engine, intelligently infers the maximum amount of information about
hosts and programs, stores the data in the discovery datastore, and populates the data
model. For more information on the role BMC Atrium Discovery plays in your SWLM
implementation strategy, see The role of BMC Atrium Discovery (see page 62).
For BMC BladeLogic Client Automation, the Scanner Service discovers inventory data on
the endpoints and sends desktop-type inventory data to the Inventory database. For more
information on the role BMC BladeLogic Client Automation plays in your SWLM
implementation strategy, see The role of BMC BladeLogic Client Automation (see page 61)
.
Although multiple discovery applications might be deployed on the same estate, the way that the
applications discover data is very different. For example, BMC Atrium Discovery automatically
discovers configuration items (CIs) across disparate technology layers and provides the
information in a single, automated view. BMC BladeLogic Client Automation provides agent-based,
highly-detailed, hardware, software title, and OS patch attribute discovery of client devices.
The integration points for BMC Atrium Discovery and BMC BladeLogic Client Automation are at the
CMDB level, rather than among the products themselves. Therefore, both discovery applications
populate the CMDB from their own perspective. The products were not intended to coexist on the
same computer; instead, they are packaged together to ensure that you are fully aware of and
have the use of the offerings that best fit your unique discovery need.
In situations where an endpoint is discovered and reported on by both discovery providers, BMC
Atrium Discovery does not modify its behavior in any way. Any preferred provider is as
implemented in BMC Atrium CMDB to prevent the discovery of duplicate CIs.
However, BMC recommends that you do not run BMC BladeLogic Client Automation and BMC
Atrium Discovery together to scan common endpoints. If you intend to use BMC Atrium Discovery
as the sole source of data to populate the CMDB, you should use version 8.3.00.
Microsoft's discovery tools System Center Configuration Manager (SCCM), is mainly used for
desktop discovery. SCCM is agent based software, where agents are deployed on each desktop to
discover software. Some things to consider when using SCCM:

SCCM usually discovers individual components of the suite. However, if the products were
purchased as suites, the individual products should be rolled into suites and tracked
accordingly in CMDB as licensing should be tracked based on suites. Normalization
functionality enables you to perform a suite roll up. Filters should be setup to weed out
software that does not need to be managed in CMDB to keep the CI's to a manageable
level.
Atrium Integration Engine(AIE) can be used to map data from SCCM into CMDB
Pre-defined mapping to CMDB are provided by certain partners to map data into CMDB
The role of BMC BladeLogic Client Automation and how it discovers data
BMC BladeLogic Client Automation helps IT departments ensure end-user security and corporate
policy adherence by automating client management processes. This solution reduces repetitive
administrative tasks by establishing enforceable, role-based policies that provision, deprovision,
and maintain applications, deploy updates and patches, conduct inventory scans and track
software usage — automating processes for proactive and continuous client management across
the enterprise.
How application discovery works in BMC BladeLogic Client Automation

As an initial step in Software License Management (SWLM), BMC BladeLogic Client Automation
discovers CIs in your environment. It collects hardware, software, system, and logging information
about IT assets including servers, desktops, laptops, and mobile devices across major platforms,
and sends this configuration data to the Inventory database in BMC BladeLogic Client Automation.
The following table contains the types of CIs that are discovered by the Scanner Service that are
transferred to the BMC Atrium CMDB:
CI types and attributes discovered by the Scanner Service
CI type (CMDB class) Attributes
Computer system (BMC_ComputerSystem) Host name, domain, serial number
Operating system (BMC_OperatingSystem) Type, version, patch number, and service pack
BIOS (BMC_Bios_Element) Type and version number
Software product (BMC_Product) Name, version, and manufacturer
Patch information (BMC_Patch) Description, patch number, and severity
Hardware (BMC_Processor) Processor, disk drive, network port, network card, and monitor
Logical network IP address and subnet
Local file system (BMC_LocalFileSystem) Model, manufacturer, and serial number
Person (BMC_Person) TokenID, name, name format, and short description
For additional details about the CI types and their attributes, see BMC Atrium Integration Engine CI
class mappings section in the BMC BladeLogic Client Automation Configuration Discovery
Integration for CMDB Getting Started Guide.

The Scanner Service in BMC BladeLogic Client Automation uses the software title discovery
method to run an inventory scan. The results are saved in the inventory database. The discovery
method looks for installed applications in entries listed in the Add or Remove Programs section of
the Microsoft Control Panel, and it searches for executables under the Program Files folder. Filters
and reconciliation rules act on the collected software titles to eliminate noise and duplicates. Title
data provided by software title discovery includes the discovery of suites, not just executables.
Because applications are not always installed in a standard manner, the software titles discovery
can find duplicate entries or entries that are not applications. The filtering and reconciliation
performed before generating the final list of titles handles most of these issues.
Because the software title method does not return individual file information, but already has full
application suite information, you might not need to prepopulate this data in the Product Catalog
prior to normalization. You could, instead, choose to let this dataset extend the Product Catalog, as
described in Configuring a dataset for normalization (see page 72).
The Scanner Service helps you to identity patches that are installed on endpoints. The Patch
service helps identify patches that are not installed on endpoints. For example, if you want to install
a specific patch across the company, you can query for endpoints that do not have the patch,
create platform-specific patch groups that target only those endpoints using the Policy service.
After the Patch Service installs patches and enhances the inventory information, the Scanner
Service runs an inventory scan and sends the newly acquired inventory information to the
database. Next, it checks the Patch Service to ensure that the patch installation is in compliance
and invokes the Policy Service to compute the compliance for policies set by the Policy Manager.
Finally, the Scanner Service contacts the database and uploads the compliance information
computed by the Policy Service.
For more information on patch management, see the BMC BladeLogic Client Automation Patch
Management User Guide.
The role of BMC Atrium Discovery and how it discovers data

BMC Atrium Discovery identifies systems in the network and obtains relevant information from
them as quickly as possible and with the lowest impact, using a variety of different tools and
techniques to communicate. It combines multiple discovery techniques with intelligent coordination
and analysis to gather information about your organization's hardware and software. For software
license management, BMC Atrium Discovery not only discovers configuration items (CIs) and
provides the information in a single, automated view, but it also maps business applications to their
underlying physical and virtual infrastructure so you can see exactly how your infrastructure
supports your business.
For more information on how BMC Atrium Discovery works, including discovery service basics, see
Introduction to Discovery.

After the initial discovery and population of BMC Atrium CMDB, the Discovery Manager and
Configuration manager should plan the deployment of the estate and consider certain performance
factors to ensure that discovery changes (such as new, modified, or removed CIs), are continually
and effectively merged with production configuration data.
For more information about configuring discovery settings and recommended performance factors,
refer to the BMC Atrium Discovery 8.3 Deployment Guide. From that page there is also a link that
enables you to download a PDF version of the guide.
How BMC Atrium Discovery discovers configuration data

The Discovery Engine obtains information about your environment. It is supported by the
Reasoning Engine, which intelligently infers the maximum amount of information about hosts and
programs and populates the BMC Atrium Discovery data model. The data model and the approach
to data storage enables you to model complex IT environments in such a way that the model is a
very close representation of the actual environment. The model is constructed from discovery
information, potentially augmented with data imported from other sources, and is an approximation
of the actual state of the environment.
Host nodes are only created once BMC Atrium Discovery has concluded that a unique host exists.
Typically this is after a successful login is achieved. For every endpoint (IP address) that is
scanned, a Discovery Access Node is created, regardless of whether there is any response from
that address. If there is no response or an error, this information is stored on the Discovery Access
Node.
Transferring data to a dataset in BMC Atrium CMDB
Data must be transferred from the discovery database to a dataset in BMC Atrium CMDB. Data is
moved from the discovery database to the CMDB dataset. It is then normalized and reconciled to
production dataset.
For example, BMC BladeLogic Client Automation uses the Atrium Integration Engine (AIE) service
to transfer discovered data between the Inventory database and BMC Atrium CMDB. BMC Atrium
Discovery stores data in the discovery datastore, after which you create the BMC.ADDM dataset
that enables data to be reconciled with data in the BMC.ASSET dataset in BMC Atrium
CMDB. Data is then transferred into the appropriate classes in the Common Data Model.
For example, BMC BladeLogic Client Automation uses the Atrium Integration Engine (AIE) service
to transfer discovered data between its Inventory database and BMC Atrium CMDB. Similarly,
BMC Atrium Discovery stores data in its database and then moves it to the BMC.ADDM dataset in
Atrium CMDB. The data is then normalized and reconciled with existing data in the BMC.ASSET
dataset or promoted to BMC.ASSET dataset in BMC Atrium CMDB.

For more information on datasets and reconciling data between them, see Datasets (see page 79)
.
The following topics are provided:
The role of BMC Atrium Integration Engine (see page 64)

Overview of the BMC BladeLogic Client Automation Configuration Discovery Integration for
CMDB program (see page 64)
The role of BMC Atrium Integration Engine

The BMC Atrium Integration Engine product enables you to transfer data between an external
datastore and BMC Atrium CMDB. It consists primarily of the Data Exchange application and the
AIE service. The Data Exchange application is a BMC Remedy AR System application that
enables you to map source and destination fields, schedule data transfers, and configure other
options. The AIE service performs the actual data transfer based on the settings in the Data
Exchange application. These two components can reside on different computers.
For example, if you are using BMC BladeLogic Client Automation, the BMC Atrium Integration
Engine transfers data from the BMC BladeLogic Client Automation Inventory database to BMC
Atrium CMDB.
Before you run the AIE service

SWLM requires that each CI specify a company, but BMC BladeLogic Configuration Automation
does not populate the Company field. Before you run the AIE service the first time, you must
specify a default company. In the BMC Remedy ITSM Application Administration Console, on the
Custom Configurations tab, choose Asset Management > Advanced Options > Asset Management
Settings. From the Asset Management Settings, you can specify a default company.
Start the BMC Atrium Normalization Engine job CDI_Continuous_NEJob, which is installed by BMC
BladeLogic Client Automation Configuration Discovery Integration for CMDB. This job must be
restarted whenever the BMC Remedy AR System server is restarted.
Overview of the BMC BladeLogic Client Automation Configuration Discovery Integration for
CMDB program
BMC BladeLogic Client Automation Configuration Discovery Integration for CMDB (CDI) moves
your data from BMC BladeLogic Client Automation into the CMDB for you by using AIE. It sets up
the BBCA CMDB dataset as a data source for the BMC Atrium Normalization Engine which
enables you to create Product Catalog entries. Your Product Catalog is automatically populated
with the software that is in use in your environment.
For more information on Product Catalog, see Overview of the BMC Atrium Core Product Catalog
CDI enables the transfer of data from the BMC BladeLogic Client Automation Inventory database
to the BMC Atrium CMDB. The integration program has no interface other than the installation
program that installs the following components:

A set of views on top of the Inventory database

Data exchanges and data mappings in the BMC Atrium Integration Engine console for the
CI classes and relationship classes that are discoverable by the Scanner Service
Federated links for BMC BladeLogic Client Automation
Reconciliation definitions in the Reconciliation Engine for use during the identification phase
For more information, see Enable the transfer of data from the BMC BladeLogic Client Automation
Inventory database to BMC Atrium CMDB.
Configuration Discovery Integration for CMDB filter and import process (see page 65)
Understanding precedence in a merged dataset (see page 65)
Configuration Discovery Integration for CMDB filter and import process

After you run discovery on an endpoint, you import the new and revised records, as well as those
marked for deletion, to datasets in BMC Atrium CMDB. After you import the data to the import
dataset and run the Normalization Engine, you use the Reconciliation Engine to compare and
merge the discovered configuration data with the production dataset.
As introduced earlier, data in BMC Atrium CMDB can be discovered by multiple providers. If the
same data is discovered by multiple providers, the data from the preferred source populates the
BMC Asset dataset.
Understanding precedence in a merged dataset

BMC_ComputerSystem is provided by both BMC BladeLogic Client Automation and BMC Atrium
Discovery; neither is configured out-of-the-box as a preferred provider, because they typically
discover different computer systems. Provider preference is defined in BMC Atrium CMDB.
When you reconcile the discovered data to the production dataset, merge precedence is applied to
the instances discovered and imported by both discovery products. Using the standard or custom
precedence rules, you set a precedence value for each dataset that participates in the merge,
including the target, and then create individual values for any classes or attributes in those
datasets that should be higher or lower. These precedence values determine which dataset,
including the target if needed, supplies the data that is written to the target dataset for each class
and attribute.
If you use both BMC BladeLogic Client Automation and other BMC or third-party discovery
providers, BMC recommends that you import and reconcile the preferred classes only from BMC
BladeLogic Client Automation to BMC Atrium CMDB. If you do use multiple discovery providers for
the preferred classes, the attribute values must be populated identically. For a list of the key
attributes and how they are populated, see the Key attributes populated for
identifying configuration items section in the BMC BladeLogic Client Automation Configuration
Discovery Integration for CMDB Getting Started Guide.

You can use other discovery providers to discover CIs that are not preferred classes and reconcile
them according to the class and attribute merge precedence. BMC Atrium Discovery uses the
default precedence values defined by BMC Atrium CMDB; however, you can change the
precedence rules in BMC Atrium CMDB.
For more information on precedence, see Understanding the merge activity (see page 81) and the
BMC Atrium CMDB Normalization and Reconciliation Guide.
Normalizing data with the Product Catalog
When data is transferred to BMC Atrium CMDB, data consistency problems like inconsistent
product categorization attributes, naming conventions, and duplicate CIs can occur. To ensure that
the product titles coming into BMC Atrium CMDB are consistent and aligned, discovered data goes
through the Normalization Engine.
As a part of the Normalization process you need to build Normalization aliasing rules to normalize
CIs because the discovered data that have uncommon or non standard marketable names. The
Categories, Types, and Items (CTI) may need to be updated to reflect the organization's
requirement for data classification in the CMBD. These are manuals tasks you need to perform to
create and update rules for normalization.
Normalization is performed by checking the Product Catalog, based on matching attributes. If there
is no match, the Product Catalog must be updated with any product titles and versions that are not
already in the catalog.
Example
Multiple names can be used to represent the Microsoft Office Word product as MS Word,
Word 2003, Word, and so on. If you create appropriate aliases, the Normalization Engine
can determine that these differences represent the same product. If the approved product
name that you have specified in your Product Catalog is Microsoft Word, the
Normalization Engine can change these different names to Microsoft Word. If there are
different titles for a product are discovered (for example, Microsoft Office 2007, Microsoft
2007.0.01, Microsoft 2007.1), specific normalization rules must be in place to handle
them as one product. Because, for example, normalization rules for the market version
might not be the same as they are for the manufacturer.

With the Normalization Engine, you can choose which CIs to normalize based on their datasets
(such as BMC.ADDM), or classes. When all rules are in place, and all CIs are in sync with the
Product Catalog, the normalization process makes sure that product names and categorization are
consistent across different datasets and from different data providers.
In BMC Atrium CMDB version 8.0, Version Normalization is always enabled, and it runs before
DML Based Instance Normalization. Version Normalization uses the MarketVersion attribute to set
a common market version with which licenses are associated. This enables you to store a simpler
string version, such as 5.0 or 2007. You can then associate a license with the market version
rather than with individual full version numbers.
Also, the Version Rollup rules take precedence over the value in the Product Catalog in setting the
value of the MarketVersion attribute in the CI.
For more information about Version Normalization and the normalization process for software
license management, see Normalization and software license management.
Info
The complete normalization process involves the following steps:
1. Configure normalization options — includes set up dataset, class, and system

configuration
2. Configure normalization features
a. Set up Version roll up — allows setting up of rules for populating the
MarketVersion attribute
b. Setup suite roll up rules — allows rolling up software discovered as
individual components into suites and accordingly consume license per
suite rather than per component
3. Configure Catalog mappings — includes setting up rules for product name
normalization and normalized CTI
4. Create and schedule Normalization jobs to be run at regular intervals using
Continuous, Batch or Inline method
When normalization jobs are run, entries can directly be included in the Product Catalog.
After normalization is complete and products are in the Product Catalog, you run the
reconciliation jobs to complete the process.
The role of the Product Catalog (see page 68)

How aliases work (see page 70)
Configuring a dataset for normalization (see page 72)
Configuring Version Rollup rules (see page 73)

Configuring Suite Rollup rules (see page 74)

Normalization Jobs (see page 75)
Reviewing product entries created by the Normalization Engine (see page 76)
Creating custom Product Catalog entries (see page 77)
Managing product name and manufacturer aliases (see page 77)
The role of the Product Catalog

The Normalization Engine uses the Product Catalog to provide a single name for each product and
its versions. The Product Catalog provides data for normalization and also stores product
signatures. Product Catalog entries are the definitive, or master, names and descriptions of
software products and enable the effective management of software licenses in the production
environment. Software titles are discovered by products such as BMC Atrium Discovery and BMC
BladeLogic Client Automation Configuration Discovery Integration for CMDB. These discovered
CIs are normalized by the Normalization Engine, which (after applying Version Rollup and alias
rules) compares the CIs against the Product Catalog entries.
The BMC Atrium Product Catalog is a central repository of approved Product Dictionary (PD)
entries and Software Library Items (SLIs). It includes a sample of approximately 4000 entries. SLIs
reside in a list of URLs that link to the physical locations of all available software packages
approved for distribution within your enterprise. The Product Catalog enables you to facilitate
software license management and software deployment by adding or modifying PD entries and
SLIs.
Note
Each Product Catalog software entry can have accompanying version and patch
information. However, you must set the Market Version for a Product Catalog entry if you
plan to use the BMC Asset Management product to manage software licenses in your
production environment.
BMC Asset Management refers to the Market Version of a product entry to determine whether that
Product Catalog entry must have a related software license contract. This feature helps maintain
certificates because instead of relating each minor version to the certificate, you can relate only the
Market Version of the product to the certificate.
To normalize the MarketVersion attribute for CIs, you can manually specify the Market Version
for a product entry in the Product Catalog or use Version Rollup rules in the Normalization Engine.
Note

BMC provides a Product Catalog Data Update, which can be uploaded to the CMBD and
used as the base data. Additional data can be build using the Normalization process
using discovered data.
For the latest version of the Product Catalog Data Update, see the Product Catalog Data
documentation.
For more information about the Product Catalog and software license management, see Product
Catalog and Software License Management.
For more information about Version Rollup rules and normalization, see Normalization and
software license management.
Example
Calbro Services has the following Product Catalog entry for one of their applications:
Product Name: Financial Advisor Pro

Manufacturer: Calbro Services
Model/Version: 1.0
Tier 1: Software
Tier 2: Software Application/System
Tier 3: Financial/Resource Planning Application
But in their discovery dataset, the CIs have the following attribute values with no values
for Tier 1, Tier 2, and Tier 3:

ManufacturerName: CFS
Model/Version: 1.0
The CIs fail to normalize, but Calbro Services notices that the ManufacturerName and
Manufacturer values for the CI and Product Catalog entry do not match. The staff creates
a Manufacturer alias where the Normalization Engine substitutes Calbro Services for CFS
and then normalizes the CI using the matching product values.
Example Product Catalog entry

Calbro Services has the following Product Catalog entry for one of their applications:

Manufacturer: Calbro Services
Model/Version: 1.0
Tier 1: Software

Tier 2: Software Application/System

Tier 3: Financial/Resource Planning Application
But in their discovery dataset, the CIs have the following attribute values with no values for Tier 1,
Tier 2, and Tier 3:

ManufacturerName: CFS
Model/Version: 1.0
The CIs fail to normalize, but Calbro Services notices that the ManufacturerName and Manufacturer
values for the CI and Product Catalog entry do not match. The staff creates a Manufacturer alias
where the Normalization Engine substitutes Calbro Services for CFS and then normalizes the CI
using the matching product values.
How aliases work

The Normalization Engine validates CIs according to several different scenarios, as shown in the
following steps. The Normalization Engine performs validation sequentially.
1. The Normalization Engine checks whether the CI class is configured for normalization.
If the class is configured, the Normalization Engine continues the process.
If the class is not configured, the Normalization Engine updates the
NormalizationStatus attribute to Normalization Not Applicable and ends the
normalization process for the CI.
2. The Normalization Engine checks the NE:ProductNameAlias form for aliases for the
ManufacturerName and Model attributes.
If it finds a ManufacturerName or Model alias, the Normalization Engine substitutes it in the
corresponding CI attribute.
3. The Normalization Engine searches the Product Catalog for a product that matches the CI.
4. If the Normalization Engine finds a Product Catalog entry, it normalizes the CI.
Normalization of unapproved products depends on whether the Allow Unapproved CI option
is enabled. It is enabled by default.
a. The Normalization Engine updates the CI with the Category, Type, and Item attribute
values from the Product Catalog entry.
b. The Normalization Engine updates the NormalizationStatus attribute to Normalized
and Approved, or Normalized and Unapproved, and then ends the normalization
process for the CI.
5. If the Normalization Engine finds no Product Catalog entry, it checks the Product Catalog
Alias Mapping form for aliases.
6. If it finds aliases, the Normalization Engine applies them to the CI.
a. Using the alias values for product and manufacturer, the Normalization Engine
searches the Product Catalog for a matching product.
b.
b. If the Normalization Engine finds no Product Catalog entry, it updates the

NormalizationStatus attribute of the CI as Normalization Failed and ends the
normalization process for the CI.
c. If the Normalization Engine finds a Product Catalog entry, it normalizes the CI.
7. The Normalization Engine updates the CI with the Category, Type, and Item attribute values
from the Product Catalog entry.
8. The Normalization Engine updates the NormalizationStatus attribute to Normalized and
Approved, or Normalized and Unapproved, and then ends the normalization process for the
CI.
9. If the Normalization Engine finds no aliases in the Product Catalog Alias Mapping form, it
checks if the Allow New Product Catalog Entry option is enabled.
a. If enabled, the Normalization Engine allows the Product Catalog to create a product
entry based on the CI data and updates the NormalizationStatus attribute.
b. If disabled, the Normalization Engine updates the NormalizationStatus attribute to
Normalization Failed and ends the normalization process for the CI.
Tip
You can use the Product Catalog Mapping Alias with datasets configured
for normalization to provide control over automatic expansion of the Product
Catalog. For example, a Product Catalog Mapping Alias might map all of the
data provider's default categorization Tier 1, Tier 2, and Tier 3 to preferred
categorization in the Product Catalog. The Allow New Product Catalog Entry
option is selected for the data provider's dataset in the Normalization
console. So, every time a new product name and manufacturer combination
is discovered, a new Product Catalog entry is created using the preferred
three categorization tiers and the discovered product name and
manufacturer.
You can search for the product and manufacturer aliases that you defined in the NE:
ProductNameAlias form from the Product Catalog Console. After you search for the entries, you
can also edit the product name aliases in the NE:ProductNameAlias form.
Examples of how aliases work are provided in the following section:
Examples of aliases (see page 71)
Examples of aliases
This section provides a couple of examples to illustrate how aliases work.
Scenario 1

During normalization, the Normalization Engine searches for the product and manufacturer aliases
for the CI Illustrator and finds the following aliases:
Product alias: Illustrator for the product Adobe Illustrator

Manufacturer alias: Adobe for the manufacturer name Adobe Systems Incorporated
The CI matches the Adobe Illustrator product entry and is normalized.

Scenario 2
During normalization, the Normalization Engine searches for the product and manufacturer aliases
for a CI. However, the values do not match. The Normalization Engine checks the following product
categorization alias:
Tier 1 is Software
Tier 2 is Application
Tier 3 is Third Party
These values match and the CI is normalized.

Scenario 3
During normalization, the Normalization Engine checks for the product and manufacturer aliases
and does not find matching values. The Normalization Engine then checks the existing Product
Catalog entries, but no matching entry is found. Then it checks the product categorization alias and
these values do not match either. Because you have selected the Allow New Product Catalog
Entry for your dataset, the Product Catalog uses the product categorization attribute values of the
CI to create a new product entry.
The CI is normalized using the values of the newly created product.
Configuring a dataset for normalization

To successfully normalize CIs, in the Normalization Console you must first perform the one-time
task of configuring the dataset for normalization. You can configure batch mode, inline mode, or
continuous mode normalization.
To allow the Normalization Engine to extend the Product Catalog with new products from the
dataset, select the Allow New Product Catalog Entry option. This means that CIs from the dataset
are not rejected if an entry does not exist in the Product Catalog. However, you can miss an
opportunity for normalization.
For example, a new variant of Microsoft Word is discovered as Microsoft Word 2007. You already
have a Product Catalog entry of Microsoft Word and aliases for Word and Word 2003. If you allow
the Product Catalog to be extended, the Normalization Engine creates a new Product Catalog
entry of Microsoft Word 2007 using the product categorization attributes of the CI. If you do not
allow the Product Catalog to be extended, the CI is rejected, and you can decide whether Microsoft
Word 2007 should be a separate Product Catalog entry or an alias of Microsoft Word.

Recommendation
When configuring Normalization options:
Configure your trusted discovery dataset to:

Use the CTI and Name normalization
Handle unapproved CIs, so that the CIs are created for the first time for new
products
Set New product handling to Create Product Catalog entry
This will ensure that the product catalog is updated with the products that do not already
exist in the product catalog.
Review the classes that are set up out of the box and add any additional classes
that need to be normalized before you run the normalization process.
In the System Configuration options, the Normalize all instances option should be
selected only if you plan to renormalize data.
For more information about configuring a dataset for normalization, see Planning data
normalization and the Product Catalog.
Configuring Version Rollup rules

BMC Atrium core does not require use of the MarketVersion attribute. Software License
Management, however, requires that you use this field. If you do not enter Market Version
information software license management will not work correctly, and you will not be able to license
the software you are using. Also, you will not be able to track software license usage.
Use Version Rollup rules to define a value to assign to the MarketVersion attribute and a BMC
Remedy AR System qualification to select the instances that are assigned the new value. The
purpose is to allow you to normalize multiple version strings to a common Market Version value.
You can configure whether a rule or the Product Catalog entry has priority in normalizing the
MarketVersion value. By default, the Product Catalog has priority over the Version Rollup rules.
Although the Normalization Engine uses the Market Version fields from the Product Catalog to
update the CI's Market Version attribute, the Version Rollup rules are useful for several reasons:
If a CI has no corresponding Product Catalog entry, then the Market Version value is used if
the Allow new Product Catalog entry option is enabled. For example, instead of creating a
product with the version 5.2.013.1, the Normalization Engine uses 5.2 as defined in a rule.
If a CI has a corresponding Product Catalog entry, the product might not have a Market
Version value.

For example, Calbro Services has multiple service packs and versions for Microsoft Excel:
11.0.5614.0, 11.0.6355.0, 11.0.7969.0, and 11.0.8173.0. However, Calbro Services wants to track
all of these products with a MarketVersion of 2003. To do this, Andy Admin creates the following
rule in the Version Rollup tab of the Configuration Editor:
Name=" Microsoft Excel" AND ManufacturerName="Microsoft Corporation" AND

VersionNumber=11.0.%
Version Normalization, enabled by default in BMC Atrium CMDB 8.0, all active Version Rollup rules
are checked: You cannot select particular rules to apply to individual datasets. MarketVersion
defined in the selected rule takes precedence. Out of the box the rule priority is set to True.
The Normalization Engine has Version Rollup rules for Microsoft, Oracle, and Adobe products. You
must create rules for other products. Also, if the Normalization Engine finds no specific rule for a
product, it uses a default rule to set the MarketVersion to use the VersionNumber value.
By default, the Version Rollup feature is enabled for datasets. For detailed information about how
to create version rollup rules, see Configuring Version Rollup normalization rules.
Configuring Suite Rollup rules

Use Suite Rollup rules to create a new suite in the Product Catalog, to set the products that are
members of a suite, and to set the ProductType attribute for instances:
If the Normalization Engine identifies an instance as part of a suite, it sets that CI's
ProductType attribute to Component.
If the Normalization Engine identifies an instance as a suite, it sets that CI's ProductType
attribute to Composite Product.
If the Normalization Engine does not identify an instance as a suite or suite component, it
sets that CI's ProductType attribute to Standalone.
Notes
You can use Suite Rollup with batch normalization jobs: it does not work with inline
or continuous normalization.
Suite Rollup rules do not run if the MarketVersion, Product, and Manufacturer
attributes are not normalized.
When you select products as part of a suite, the suite rule applies only if all the required
components are found with a relationship to the same system. If they are not, then the rule does
not apply.

For example, Calbro Services must manage its licenses for a suite of graphic and web tools called
Cre8ive Design, which includes the following products:
Cre8 HTML
Cre8 Studio
Cre8 Photo
Anim8 Studio
Andy Admin first creates the Product Catalog entries for these products, then creates a company
entry for Cre8ive Solutions in the Product Catalog, and finally creates a new suite in the Suite
Rollup tab:
Suite Name: Cre8ive Design

Manufacturer: Cre8ive Solutions
Market Version: 2010
Tier 1: Software
Product List: Cre8 HTML, Cre8 Studio, Cre8 Photo (all required)
Precedence: 50
Active: Yes
When the datasets are normalized with the Version Rollup feature enabled, installations of the
Cre8ive Design suite are identified, and Calbro Services can accurately track their software
licenses. The rule is not applied if any one of the products defined for the Cre8ive Design suite
does not exist.
Note
You cannot define composite suites that contain other suites.
If the Version Normalization feature is enabled, all active Suite Rollup rules are checked: You
cannot select particular rules to apply to individual datasets.
The Normalization Engine includes example Suite Rollup rules for Microsoft and Adobe products.
You must create rules for other suites.
For detailed information about how to configure suite rollup rules, see Configuring Version Rollup
normalization rules.
Normalization Jobs
Setup Normalization jobs for the discovery dataset and schedule those to be run on a nightly
/regular basis to normalize all data on at regular intervals.
Preferred method is to use the continuous or the batch method for large data

Inline method is recommended for updating records inline, e.g., when updating CI's using
Asset Management application.
These setting are again dataset specific. So the settings for the jobs are specific to a
dataset.
Reviewing product entries created by the Normalization Engine

If you configure the Normalization Engine to extend to the Product Catalog for a dataset, you must
review the entries created by the Normalization Engine to verify (and potentially correct) the status
options, product names, and manufacturer names.
To find entries, search the Product Catalog for entries with the Creator set to Normalization and the
Data Status set to New. You can limit the search to entries created within a specified date range.
The Product Catalog provides the status options described in the following table, which you can
use to manage the products for your organization. You can set the status at the product, version,
and patch levels; the status is propagated downstream. If the status for a product is changed, its
associated versions and patch entries also have the new status set implicitly. Status is not
propagated upstream, from patches up to the version and product.
Status options for Product Catalog entries
Status Description
option
Approved Authorize a product to be installed in the organizational environment. Approved software products are in the digital
media library (DML); approved hardware products are in the digital hardware library (DHL).
Managed Track the product in the organizational environment.
Note: Not all approved products are managed. For example, the Notepad++ or WinZip applications could be
approved products in your organization, but you might not choose to track and manage them because they do not
require licenses.
Hide Disable the display of a product in the Product Catalog Console. Hidden products are not removed from the
Product Product Catalog and appear in search results if they match the search criteria. You can use this option to reduce
the number of displayed products in the Product Catalog Console.
Life Cycle Indicates a product's phase. For example, you could decide that patch 2 of a finance application can be installed in
the product environment only if it is marked as Released. Values include Development, Test, and Released.
Normalized Use the alias that has been defined for the product
Product
Blacklisted Mark a product as a security risk. For example, you can use this field to create a request to remove the blacklisted
Product product from the organizational environment.
To ensure that the product entries created by the Normalization Engine have correct product and
manufacturer names, evaluate the entries and perform the appropriate actions described in the
following table.
Evaluation of product entries created by the Normalization Engine

Evaluation Action
The entry is a duplicate of an Convert the entry created by the Normalization Engine to an alias, as described in
existing entry, but with the incorrect Creating custom Product Catalog entries (see page 77).
product or manufacturer name.
The entry represents a new Use the categorization of the product entry created by the Normalization Engine and a
product, but with an incorrect different (corrected) product or manufacturer name to create a new product entry. Then
product or manufacturer name. convert the entry created by the Normalization Engine to an alias.
The entry represents a new product None

and its product and manufacturer
name are correct.
Creating custom Product Catalog entries

The Product Catalog comes preloaded with (vendor) entries that cannot be modified. To create
custom Product Catalog entries, you must be assigned to the Atrium Foundation Admin and
General Access groups to perform the following tasks:
Add Product Catalog entries

Add product model and version information
Add patch information (if needed)
To add custom Product Catalog entries, you can create entries individually or import them in bulk
from external files or staging forms. For more information about adding entries for products and
product suites to the Product Catalog, see Creating custom Product Catalog entries.
Managing product name and manufacturer aliases

As you review the Product Catalog entries created by the Normalization, you can take the actions
described in the following table to correct issues with product names and manufacturer names.
This is also an opportunity to review and manage existing aliases.
Actions to manage product and manufacturer aliases
Action Description
Make a new product You can determine that a new product can be used as an alias of the existing product for normalization.
as an alias for an Consequently, you can mark it as an alias for an existing product. When you mark a product as an alias,
existing product. the status of that product is changed to Offline.
Note: You cannot mark a product as an alias if it is of a different Product Type than the selected product.
Make a new When you mark the manufacturer as an alias, the status of that product is changed to Offline.
manufacturer as an
alias. Note: If you select a product from the table that has the same manufacturer as the discovered product,
you cannot mark it as an alias for the discovered product.
Create an alias for a You can create a product name alias or a manufacturer alias. When you create an alias, the status of that
new product. alias is changed to Offline.
You can delete entries from the Normalization Alias table for a selected product.

Action Description
Delete an alias from

the Normalization
Alias table.
Modify an alias. You can modify aliases in the Normalization Alias table for a selected product.
Note
When you delete or modify an alias, the change only shows up in the target dataset after
the discovery, import, and normalization processes are performed.
Creating product name and manufacturer aliases

If you want to use values that are different from the values provided by the discovery products, you
can create can create new product name and manufacturer aliases in the Product Catalog. Alias
entries are added to the NE:ProductNameAlias form.
Note
You cannot mark the data imported through a data patch upgrade as an alias of an
existing entry.
You can create aliases for a product only if the status of the newly added product is Enabled.
Do not use the PCT:ProfuctCatalogAliasMapping form, because that functionality is replaced by

the Normalization Engine.
Running reconciliation jobs
Discovered data is imported to BMC Atrium CMDB in an import dataset specific to the discovery
product. Discovered data must be reconciled from the import datasets into the production dataset,
which is BMC Asset. Reconciliation combines the data from multiple datasets into the production
BMC Asset dataset where the data can then be used by consuming applications.
Note

Reconciliation is an important pre-requisite for Software License Management (SWLM)

because SWLM uses data only from the production dataset. If data is not reconciled to
the production dataset, Software licensing cannot use the data and the information about
software deployed in your environment will be incorrect.
Datasets (see page 79)

Common data model mapping (see page 80)
Datasets
BMC Atrium CMDB enables you to create datasets, each of which holds a distinct set of
configuration data. Datasets can store data from a variety of discovery applications for the BMC
Atrium CMDB. The same computer system or other CIs can exist in more than one dataset.
Data that is transferred from the BMC BladeLogic Client Automation Inventory database to the
BMC Atrium CMDB is stored in a special dataset. The BMC Atrium Discovery data transfer creates
a second dataset, and existing BMC Remedy Asset Management data resides in a third dataset.
The following table shows the dataset names and associated IDs.
BMC Atrium CMDB dataset names
Data created by Dataset name Dataset ID
Reconciliation Engine, merging data from other datasets BMC Asset BMC.ASSET
BMC Remedy Asset Management BMC.ASSET.SANDBOX BMC.ASSET.SANDBOX
BMC BladeLogic Client Automation BMC Configuration Import BMC.IMPORT.CONFIG
BMC Atrium Discovery BMC.ADDM BMC.IMPORT.TOPO
After data is transferred, discovered data remains separate from data in the BMC Asset dataset. To
create one unified dataset of all your asset data, you can use the Reconciliation Engine. After the
configuration data has been reconciled, it can be used by consumers of BMC Atrium CMDB.
For example, when working with the BMC Configuration Import and BMC.ADDM datasets, the
Reconciliation Engine uses the following Reconciliation Engine jobs to consolidate data from the
two datasets into the BMC Asset dataset:
Configuration Discovery Reconciliation Process — Reconciles the BMC Configuration

Import dataset with the BMC Asset dataset
BMC Atrium Discovery Reconciliation Process — Reconciles the BMC.ADDM dataset with
the BMC Asset dataset

Common data model mapping

By default, BMC Atrium Discovery maps host nodes from its model to a BMC_ComputerSystem CI
in the Common Data Model in BMC Atrium CMDB. The BMC Atrium CMDB Reconciliation Engine
uses the TokenID attribute to, in some circumstances, enable reconciliation of CIs populated by
multiple data sources. Discovery sets TokenId for BMC_ComputerSystem. It does not set it for any
other class.
For most hosts, TokenId is of the form hostname:DNS domain name.
For some virtual hosts, TokenId contains a UUID:
For VMware, TokenId is of the form "VI-UUID:ABCD-EF-GH-IJ-KLMNOP". Where each

letter represents a hexadecimal digit.
For Hyper-V, TokenId is of the form "HYPERV-ID:ABCD-EF-GH-IJ-KLMNOP". With Hyper-
V, the UUID is only available on the physical machine, so TokenId is only set for virtual
machines that have been successfully linked to their hosting physical machines.
For Xen, TokenId is of the form "XEN-ID:ABCD-EF-GH-IJ-KLMNOP".
For more information on CDM mapping in BMC Atrium Discovery, see Default CDM Mapping.
Understanding the identification activity

The identification activity matches instances among multiple datasets, confirming that each
represents the same real-life object. Instances are records in a configuration management
database, whether they represent CIs or relationships.
Suppose that BMC BladeLogic Client Automation, the BMC BladeLogic Client Automation Scanner
Service, and BMC Atrium Discovery detect computer A and create an instance of computer A in
each of their datasets. The Reconciliation Engine compares each dataset with the BMC Asset
dataset separately to determine if computer A already exists in the BMC Asset dataset.
The identification activity first compares Token IDs that each discovery source creates based on
Windows Management Instrumentation (WMI) scanning technology or UNIX system calls. Because
BMC Atrium Integration Engine pulls relationship data that relates child components (such as disk
drives or IP addresses) with their parent computer systems, the Reconciliation Engine considers
Token IDs unique to each computer system.
Qualified CIs are readily selected by the identification rules for merging to the BMC Asset dataset
and are assigned a reconciliation identity.
If a TokenId is unqualified, the identification process compares other key attributes (for example,
Name and SerialNumber) to the instances in the BMC Asset dataset to find the best match.

The reconciliation process uses out-of-the-box rules to reconcile BMC Atrium Discovery CIs to the
Asset dataset. You can modify those rules as required. For more information, see Reconciling data
.
Understanding the merge activity
After the Reconciliation Engine identifies the data, it merges it into the BMC Asset dataset.
Matching instances become a single instance that represents the computer system. CIs that do not
match a BMC Asset instance become new instances.
The merge activity compares precedences between a source dataset and the BMC Asset dataset,
chooses the data with the highest precedence, and writes that data to the BMC Asset dataset. You
can specify precedence at the dataset, the class, or the attribute level.
Assume that the BMC Configuration Import dataset shows that computer system A has no CDROM
drive, while the BMC.ADDM dataset shows that it does. The merge activity populates the
BMC_CDROMDrive attribute in the BMC Asset dataset with the BMC Atrium Discovery value,
because any value takes precedence over a null value.
For more information about creating merge activities, see Creating a reconciliation Merge activity.
Understanding the purge activities
Purge activities remove instances from the import datasets that have been marked for deletion.
When the Scanner Service no longer discovers an existing CI, a BMC Atrium Integration Engine
data exchange marks the instance as Deleted. The data exchanges that handle deletion are similar
to those that transfer new and updated configuration data from the Inventory database. The data
exchanges that mark deleted items have names beginning with Pull_Keys_ars_inv, and by default
they run every 24 hours.
If a computer system is deleted, BMC Atrium Integration Engine also sets the MarkAsDeleted flag
for the components related to the computer system. These related components remain deleted
until a purge job runs in BMC Asset and purges them. A discovery source can rediscover a
computer or component in the future and enter a new record for it. If the TokenId of a rediscovered
component matches that of a deleted record, and the BMC Asset purge job has not yet run, BMC
Asset can reinstate a deleted record.
For more information about marking CIs for deletion, see Deleting a dataset.
Default merge precedence values
BMC Atrium Discovery uses the default precedence values from BMC Atrium CMDB. You can
change the precedence defaults as necessary to meet your requirements using Precedence sets.
A Precedence set defines the precedence value for a dataset in a Merge activity. Each source
dataset is paired with one, and that Precedence set serves as the default precedence value for all
classes and attributes in that dataset. The highest value among all source datasets determines the
data that is written to the target dataset.

Within a Precedence Set, you can specify individual Precedences for either a class or an attribute,
assigning them a precedence value higher or lower than that of the dataset. This prevents one
source dataset from providing all the data in a merge. Class-level Precedences apply to all
attributes of the class. When the Merge activity is run, the precedence value specified at the most
granular level is used for a given attribute.
For more information about creating Precedence Sets, see Creating a Precedence set for
reconciliation Merge activities.
Using discovered data in software license management

After the data is promoted into the production dataset (BMC.ASSET), software license
management (SWLM) determines which CIs are covered by each software contract and then
computes compliance.
This section provides an overview of how to use discovered data for SWLM.
Overview of Software License Management (see page 82)

Creating contracts and license certificates (see page 83)
License jobs and running the SWLM engine (see page 86)
Monitoring license consumption and compliance (see page 90)
Software usage (see page 91)
Overview of Software License Management

Software License Management (SWLM) is designed to automatically link software CIs with the
applicable software license certificates to enable you to create software contracts, and add and
manage license certificates. The License Engine links the software CIs based on the connection
details specified for the software license certificate. Connection actions defined on the license type
determine the query to connect the software CIs to the software license certificate.
As part of its lifecycle, SWLM involves processes that you can use to verify licenses and facilitate,
focus, and follow-through on compliance. To ensure license compliance, you can monitor the
status of the license certificate. Viewing software usage helps you identify whether software is
either over or under-utilized in your organization. Software usage information is populated by the
BMC BladeLogic Configuration Automation product.
Based on the information about software usage, you can identify under-utilized software and plan
future purchase and discontinuation of licenses. This information helps companies to comply with
audits and to optimize IT expenses.
For more information about the SWLM process and how to use BMC Asset Management to
manage software licenses and their compliance within your organization, see Managing software
licenses (see page 373).
After products have been discovered, normalized, and then reconciled, the SWLM includes the
following processes for managing licenses:

Identifying license model and data required

Configuring new license models, if required
Creating contracts and license certificates for products
Configuring license jobs for products
Scheduling and executing license jobs
Monitoring license consumption and compliance
Viewing Software Usage results
For an example of how Calbro Services adopts and manages SWLM, see Purchasing software
and assigning a license (see page 100).
Creating contracts and license certificates

For the products to be managed and covered by contracts Software License contracts are created.
The software contract serves as a high level contract with the vendor for a product or a set of
products. The software contracts are negotiated and purchased from a vendor and then tracked in
BMC Asset Management. You create a record of the software contract in BMC Asset Management.
The following figure shows a software contract from supplier (vendor) Eznet for Microsoft Products:
Software contract (example screen from BMC Asset Management)
Individual purchases of licenses are tracked by license certificates. These license certificates are
related to a software contract. A license certificate can only be part of only one software contract.

License certificates are usually for a product or a suite or a package. In version 7.5 you can only
handle one product for each certificate; however, if you want to handle all the versions of a certain
product you would leave the Version Number field blank. Version 7.6 or higher, however, can
handle multiple products or versions, for example, to satisfy the upgrade or downgrade of software.
If a software license has downgrade rights, the new and the lower market version should be
specified on the same certificate.
The following figure shows products with manufacturer "Microsoft Corporation" and Product name
"Microsoft Visio." Because there is no version defined, it covers all the versions of Microsoft Visio
products.
License certificate (example screen from BMC Asset Management)
Typically, as incremental purchases of licenses are done over a period of time, each product could
have multiple certificates. These license certificates should be grouped together for a roll up view
and for the SWLM engine to connect related product software's to them. This is termed as
Grouping of certificates and is essential as it allows a roll up view of the licenses of product that are
in use and that are available. This also helps with the maintainability of the certificates and the
products.
Grouped certificates

If multiple certificates of the same product are not grouped, the SWLM engine flags them as
exceptions. Certificates need to be setup with the right License Model based on the terms of
contract.
You can use the Related Product Categorizations feature to relate the various products that the
certificate covers. The certificate covers multiples versions of a product. For example, Allen
Allbrook in Calbro Services has a certificate for Visio that covers all the versions numbers of Visio.
Allen adds a product categorization with Manufacturer = Microsoft Corporation and Product Name
= Visio, and leaves the version and other categorization tiers blank.
To set up related product categorization, the products must exist in the Product Dictionary and
must have the Requires Contract option set to Yes; otherwise these products would not be seen
from the license certificate and therefore, would not be used. A license certificate can be defined
only for products that require a contract and that are in the Product Dictionary.
The following figure shows multiple versions of Visio with the Requires Contract option set to Yes:
Product catalog (example screen from BMC Atrium Core)

When licenses are to be shared within a certain organization structure, certificate grouping should
be created at the organization level. The jobs created for these instances should also be created at
the organization level and the CI's should be setup with the organization attributes. Only the Master
certificate relevant to the organization will be found by the engine and appropriate CI's belonging to
the organization are connected.
Related topics
Managing contracts (see page 362)

Managing software licenses (see page 373)
License jobs and running the SWLM engine

Software license management (SWLM) comes with a Java engine that establishes the connections
between the CIs and the certificates, and thereafter based on the connections made to the
certificate, it computes compliance.
You would first define a license job. The job defines the scope of the run. It defines the scope of
the CIs in BMC Atrium CMDB for which you are looking to see if there are matching certificates. It
also defines the certificates in BMC Asset Management that are looked up to match certificates
that correspond to the CIs. The License Job Console can be launched from the SAM Console from
the Navigation pane under Functions.

The following figure shows the SWLM job. The scope for this job includes all the Microsoft Visio
products where Manufacturer is Microsoft Corporation for CIs as well as certificates; the CI search
is limited to BMC.ASSET dataset.
License job (example screen from BMC Asset Management)
The following figure shows an ad hoc job run or schedule to run (time-based or reconciliation-
based):
License job console (example screen from BMC Asset Management)

After the job is created, you can trigger the License Job from the License Job Console. You can
trigger it ad hoc by selecting the job and clicking the Run button, or you can create a time-based
job schedule to run at a particular time on a specified day or days. You can also schedule to run it
following a reconciliation run by relating the SWLM job with the appropriate reconciliation job. This
relationship means that the SWLM job is run every time the reconciliation job is finished, which
makes sure that all the new and updated CIs in BMC Atrium CMDB, within the scope of the license
job, are checked by SWLM to make sure that there are appropriate certificates for the software CIs.
Following the job run, you can check the summary of the job from the History tab of the Manage
Job Console.
History tab of the Manage Job Console (example screen from BMC Asset Management)

Note
The status Completed with warnings can be ignored if the CIs are connected to certificate
and Deployed count is correct.
License certificates can be analyzed to check the various CIs connected to them by going to the
Software Assets tab. Compliance details can be checked by clicking the Compliance details link on
the Navigation bar.
The Visio CIs in CMDB are connected to the certificate.
License certificate connected to CIs (example screen from BMC Asset Management)

The Visio CIs in BMC Atrium CMDB, which are connected to the certificate illustrated in the
following figure:
Product CIs (example screen from BMC Asset Management)
Monitoring license consumption and compliance

Using the SAM Console, you can monitor licenses consumed, certificates in compliance and not in
compliance. You can setup notifications if compliance issues are likely arise, like sending alerts
when a contract is close to expiring, or certificate level notification when license are approaching
breach or already breached. You can also monitor usage of the product. You can then take the

necessary actions of either buying more licenses or harvesting some unused licenses.
SAM console (example screen from BMC Asset Management)
Software usage
Software usage functionally in BMC Asset Management is intended for Asset Managers to get
visibility into usage information for harvesting. You can query the usage data for products that are
tied to a certificate or multiple certificates that might be coming out of compliance or approaching
breach of compliance. The usage information can also be generically checked based on any given
product in the product catalog that requires a contract (example - Product Name = Adobe Acrobat).
This produces a results list of CIs with any usage information. The purpose is to get the usage
information so that the IT asset managers understand what software instances are barely used or
not used at all, so that harvesting decisions can be made.
The following topic is discussed in this section:
Configuring your system to work with any third-party software usage provider (see page 91)
Configuring your system to work with any third-party software usage provider
To access third-party-provided usage information from the SAM Console, configure the system as
follows:
1. Create a view in the local discovery database with the appropriate columns, as described in
Creating the view for software usage information (see page 92).
2. Create the federated class with the correct field ID, as described in Creating the federated
class with the correct field IDs (see page 92).
3. Add the nameSpace _Integration_ID attribute to BMC_BaseElement and data sync it.
4. Update pluginsvr_config.xml under the BMC Atrium CMDB path and ar.conf to include the
federated plugin for the discovery source, as described in Registering the plugin in
plugin_config.xml (see page 93) and Registering the plugin in ar.cfg (see page 94).
5.
5. In BMC Asset Management, configure the AST:ConfigUsageProvider form properly, as

described in Configuring the AST:ConfigUsageProvider form (see page 94).
After you have completed these steps, you can access the software usage feature (see page 94)
from BMC Asset Management. The software usage feature works with any discovery source,
provided all the setup is performed as described.
Creating the view for software usage information
A namespace must be chosen for the discovery source. A view in the local database must include
the following columns:
nameSpace _Integration_ID
Last_Used_Date
Num_Times_Used_in_180_Days
Product_Name
Creating the federated class with the correct field IDs
The discovery source, such as BMC BladeLogic Configuration Automation, must federate the
software usage information into BMC Atrium CMDB. The federated class that is federating the
usage information must be installed. BMC BladeLogic Configuration Automation discovery installs
the BCAC:BCAC_Software_Usage federated class as part of the CDI 8.0 or later install.
For any other third-party discovery source, you must make sure that the federated class for the
discovery source exists. The federated class brings in the fields from the view described in
Creating the view for software usage information (see page 92). Make sure that fields IDs are
specified as listed in the following table.
Field IDs for federating software usage information
Field Field ID
nameSpace _Integration_ID Generate a new one and register it
Last_Used_Date 400016300
Num_Times_Used_in_180_Days 303964300
Product_Name 240001002
You must register the federated class in BMC Atrium Core. You can verify the registration in the
Class Manager Console.

BMC Atrium Core Console displaying a federated class
For more information about creating federated classes, see Creating or editing a federated data
class (see page 91).
Registering the plugin in plugin_config.xml
You must register the plugin in plugin_config.xml, which is located under path
\AtriumCore\cmdb\plugins\shared. You can see example entries in the XML file.
In the following example, BMC Atrium Core is installed in C:\Program Files\BMC

Software\AtriumCore and the plugin being registered is BCAC_DISCOVERY_PLUGIN. You might
need to change the path, depending on where you installed BMC Atrium Core. You must change
the plugin to the name of your plugin.
<plugin>
<name>BCAC_DISCOVERY_PLUGIN</name>
<type>ARDBC</type>
<code>JAVA</code>
<filename>C:\Program Files\BMC Software\AtriumCore\cmdb\plugins\
federation\federation-jdbc.jar</filename>
<classname>com.bmc.atrium.federation.jdbc.JdbcAdapter</classname>
<pathelement type= "path" >C:\Program Files\BMC
Software\AtriumCore\cmdb\plugins\db2jcc- 3.3 . 54 .jar</pathelement>

Software\AtriumCore\cmdb\plugins\db2jcc_license_cu- 3.3 . 54 .jar</pathelement>
Software\AtriumCore\cmdb\plugins\jconn2- 5.5 .jar</pathelement>


Software\AtriumCore\cmdb\plugins\jconn3- 6.0 . 5 .ESD7.jar</pathelement>

Software\AtriumCore\cmdb\plugins\ojdbc5_g- 11.1 . 0.6 . 0 .jar</pathelement>
Software\AtriumCore\cmdb\plugins\sqljdbc- 1.2 .jar</pathelement>
Software\AtriumCore\cmdb\plugins\sybase_client- 5 .jar</pathelement>

Software\AtriumCore\cmdb\plugins\federation/federation-common.jar</pathelement>
</plugin>
Registering the plugin in ar.cfg
You must register the plugin in ar.cfg, which is located in .\ARSystem\Conf. In the following
example, the plugin is named BCAC_DISCOVERY_PLUGIN and the server is named myServer.
You must change the plugin to the name of your plugin and myServer to the name of your server.
Server-Plugin-Alias: BCAC_DISCOVERY_PLUGIN BCAC_DISCOVERY_PLUGIN_myServer_: 9556
Configuring the AST:ConfigUsageProvider form
You must specify the discovery source for usage information in the AST:ConfigUsageProvider
form. Provide the namespace and the class name of the federated class that is being used to
provide the data. After you make these changes, you must restart BMC Remedy AR server for the
change to take effect.
Accessing usage information
When the usage federated class and other related configuration is done, IT Asset Managers can
access the usage information about the SAM Console.
Software Usage console (example screen from BMC Asset Management)

The software lifecycle

The software lifecycle comprises stages for negotiation, procurement, deployment, maintenance,
renewal, and end of life, as illustrated in the following figure:
Software lifecycle

The following topics provide details about these stages:
Negotiation (see page 96)

Procurement (see page 97)
Deployment (see page 97)
Maintenance (see page 98)
Renewal (see page 99)
End of life (see page 99)
Negotiation
When you plan to procure software from another company,one of the first steps is to negotiate a
software license contract with the vendor. If you have BMC IT Business Management suite, you
can use the BMC Supplier Management module during the negotiation stage. For more information
about BMC Supplier Management, see BMC Supplier Management.

Note
BMC Supplier Management is an add-on license. You must have a BMC IT Business
Management suite basic license to use this module.
In BMC Asset Management, you can use the Contract Management console to track the different
types of contracts for each vendor, including software contracts. You can use the Software
Contract form to track the terms of the contract, the cost of the contract, and the individual
certificates that represent the license purchased. The Software Contract form provides links to
extended information about the contract, such as the purchase order, the Definitive Media Library
(DML), and the deployed software configuration items (CIs) in BMC Atrium Configuration
Management Database (BMC Atrium CMDB).
Procurement
BMC Remedy Asset Management contains a procurement process that controls the full process
from requisition and ordering, to receiving and returns.
The procurement process starts with a requisition. Requisitions are requests from users for items
to purchase. Attached to a requisition is a set of line items. These line items define each of the
individual items to purchase. The requisition provides the processes for pricing line items correctly
and getting the appropriate approvals before orders are sent to vendors.
After the requisition is approved and the line items are priced, the appropriate orders are
automatically generated. The orders are generated based on the vendors for each of the line items.
One order is generated for each vendor, with the appropriate line items attached.
From a data model perspective, the line items are shared between the requisition and the orders
generated from that requisition.
When orders are received, the line items are updated with the received value. After all line items
are received the order is considered closed. After the orders generated from a requisition are
received, the requisition is considered closed.
(You can use BMC Asset Management to generate a purchase order for the software, or you can
use other procurement software. You can relate the purchase order for the software to the software
license certificates, so that you can track the financial information regarding software procurement.)
Deployment
When the software arrives, several procedures must be performed to deploy the software, as
indicated in the following table:
Procedures for deploying software

Procedure Description
Managing the BMC provides several mechanisms to manage the deployment of the software. You can use BMC
deployment process Change Management to manage the deployment of software into the IT infrastructure as described in
Deployment milestone - Rolling out the release to the business. BMC Change Management tracks the
tasks involved in deploying the software, and can help you understand the risks or dependencies on the
software. BMC also provides solutions to manage the actual deployment.
Deploying the BMC Configuration Automation for Clients can manage the deployment of software to existing desktops.
software to existing It uses policies to enforce that the software is deployed only to the systems entitled to have the software.
systems in the IT
infrastructure
Managing the "bare You can use BMC BladeLogic and BMC Atrium Orchestrator to manage the bare metal provisioning of
metal" provisioning systems. BMC Atrium Orchestrator integrates with BMC Change Management to take information about
of new systems the systems that are being deployed. BMC Atrium Orchestrator works with BMC BladeLogic and with
BMC Configuration Automation for Clients to deploy the appropriate software packages to the system.
Accurately After the software is deployed, BMC discovery products, such as BMC Configuration Automation for
populating data into Clients and BMC Atrium Discovery and Dependency Mapping (BMC Atrium Discovery), can find the
BMC Atrium CMDB software deployed on the IT infrastructure and populate the data into BMC Atrium CMDB. For
information, see the BMC Configuration Automation for Clients Configuration Discovery Integration for
CMDB Implementation Guide and CMDB synchronization.
As part of this process, data is normalized and reconciled, as described in Normalizing data (see page
97) and Reconciling data (see page 97).
Accurately BMC Asset Management provides dynamic mechanisms to connect the software that has been deployed
connecting the and represented in BMC Atrium CMDB. License certificates provide a definition of how to find the
software software in BMC Atrium CMDB and leverage information from the DML, so that the searches are
represented in BMC performed using a consistent, normalized set of data. The license engine uses this information to query
Atrium CMDB to the BMC Atrium CMDB to find the new or updated software that has been deployed, and to connect that
software license software to the appropriate license certificates. If deployed software cannot be related to a certificate, it is
certificate that treated as an exception for the software asset manager to evaluate and determine the appropriate action.
represents the
license agreement
for that software
Maintenance
Maintenance is an ongoing activity. BMC Asset Management provides a way for you to track the
ongoing license compliance for the software. Tracking compliance is rule-based and can vary
based on the license agreement for the specific software and specific vendor.
To manage the health of the software, you can use the following BMC products:
BMC Service Desk — Manage incident requests, problem investigations, and known errors
related to the software.
BMC monitoring software — Monitor application and server performance using programs
such as BMC ProactiveNet Analytics, BMC Performance Manager, and BMC Transaction
Management.

BMC Service Level Management — Manage service level agreements related to the
software.
BMC Service Impact Manager — Track the impact to the company if the software has
issues.
You can use BMC Configuration Automation for Clients to track and understand the usage
of software. By understanding usage, you can proactively maintain the deployment of
software to allow for the most effective use of the purchased software licenses.
Renewal
When software contracts are nearing expiration, BMC Asset Management can send notifications.
BMC Asset Management provides processes for renewing contracts and for tracking the additional
purchase of licenses. The renewal process feeds back into the negotiation process, providing a
closed loop vision of the software lifecycle.
End of life
If software is being put through an end-of-life process, you can use BMC Asset Management to
help determine where the software is deployed, which can help you decide whether to upgrade the
software to newer or other versions.
User scenarios
This section describes common BMC Remedy IT Service Management user scenarios that you
encounter as IT support staff.
Calbro Services user personas help to illustrate the user scenarios. The typical steps described by
these user scenarios are in keeping with BMC recommendations as outlined by BMC Service
Management Process Model (BMC SMPM).
The user scenarios indicate people that are included with sample data. For each of these people,
the user name is the person's first name, and the password is password.
The user scenarios do not necessarily refer to specific Calbro Services sample data (for
information about Calbro Services, see Calbro Services (see page 53)). To follow the user
scenarios, in some instances, you might need to create your own sample data (for example, bulk
inventory CIs). In addition, you might need to grant additional permissions to certain users.
The following high-level common BMC Asset Management user scenarios that you typically
encounter as IT support staff are describes using the Calbro Services sample data:
Purchasing software and assigning a license (see page 100)

Scheduling regular maintenance on a network printer (see page 101)
Purchasing a laptop for a new employee (see page 103)
Investigating inaccurate CI data (see page 105)
Making sure that scheduled changes to CIs do not impact business services (see page 105)
Setting up the Software License Management process (see page 107)

Purchasing software and assigning a license

Calbro Services has an enterprise license for Microsoft Office, which gives all employees access to
Microsoft Word, Microsoft Excel, Microsoft Power Point, and Microsoft Outlook. However, because
only a few people require Microsoft Visio, this software is purchased only as required.
Note
To manage licenses more accurately, BMC Atrium CMDB uses the {{MarketVersion}}
attribute, which stores a simpler string version, such as 5.0 or 2007. You can then
associate a license with the market version rather than with individual full version
numbers. This is critical for accurate software license management, because market
versions have specific rules that are not always the same as the version of the software
manufacturer. For example, see Normalization and software license management.
Purchasing software and assigning a license

Role Actions Explanation
Contract On the Contract Management Allen Allbrook creates a contract for Microsoft Visio. Because this contract is
manager console, the contract manager managed by Backoffice Support, contract users (such as Bob Baxter) can add
creates a software license license certificates as they are purchased.
contract for Microsoft Visio and
sets the status to Executed.
Configuration On the Purchasing console, the Allen Allbrook creates a purchase requisition for Microsoft Visio. He specifies
administrator configuration manager creates details about the license certificate. The manager of the requester is the
a purchase requisition for default approver of the purchase requisition.
Microsoft Visio.
Note: If Per Instance license types are not available, you must enable the Per
On the License Certificate tab Instance license type. For more information, see Enabling and disabling
of the line item, the license types.
configuration administrator
selects a Per Instance license
type and completes the
required fields.
The configuration administrator

submits the purchase
requisition for approval.
Requester's On Approval Central, the The requester's manager must approve the purchase requisition.
manager requester's manager selects the
Note: If no manager is assigned to the requester, you should assign a
purchase requisition and
manager in the People form. For more information, see Configuring people
approves it.
information.
Purchasing The purchasing agent creates After the purchase requisition is approved, a purchase order is automatically
agent the purchase order. created and is ready to be placed with the vendor.
On the Purchasing console, the If the system is configured to auto-receive software products, the license
purchasing agent searches for certificate is created when the purchase order is placed on order and is linked
orders to place. to the line item on the purchase order.

He views and then places the Note: To set auto-receive, see Configuring license certificates (see page 183)
order. .
Configuration The configuration administrator If the system is not configured to auto-receive software products, Allen
administrator receives the item on the Allbrook receives Microsoft Visio on the purchase order. At this time the user
purchase order: with receiving permissions has to manually receive the items at the receiving
console, and then the license certificate is automatically created and linked to
On the Receiving console, the
the line item on the purchase order.
configuration administrator
searches for the purchase order This action automatically creates a new CI if the order line item is a hardware
and receives a quantity of one. CI. If order line item is Software CI a new CI will not be created.
Customer The customer installs the After Joe Unser installs Microsoft Visio on his computer, discovery software
software. discovers the software. During reconciliation, the CI, which previously had a
status of Received, is set to a status of Deployed.
Contract The contract manager runs a Allen Allbrook runs a license job.
manager license job to assign the
license: If a broad license job is already scheduled to run nightly or upon
reconciliation, Allen could skip this step. The license job connects the CI to
From the Software Asset the software license certificate.
Management console, the
contract manager accesses the
Manage License Jobs console.
The contract manager creates a

license job for the Per instance
license type.
On the Manage License Jobs

console, the contract manager
runs the license job.
Scheduling regular maintenance on a network printer

Calbro Services has a high-speed high-volume network printer on each floor of its offices. These
printers require maintenance every six months. The configuration administrator, Allen Allbrook,
sets up a maintenance schedule for each of these printers.
Note
Not all data for this example is included with the sample data. You must create the Asset
Maintenance change type template and the network printer CI.
Allen selects a "network printer maintenance" change template, so that the appropriate change
request is started when maintenance is scheduled. Because this is a pre-approved change, no
approval is required, and a technician performs the scheduled work.
After completing the maintenance tasks, the technician changes the status of the schedule to
completed.

Note
BMC Asset Management and BMC Change Management must be installed to follow this
user scenario.
The following table describes the typical steps involved in this user scenario:
Scheduling regular maintenance
Configuration The configuration administrator creates a Allen Allbrook, the Calbro configuration administrator, needs
administrator maintenance schedule for a network printer: IT personnel to perform maintenance every six months on a
network printer. He sets up a maintenance schedule,
From the Asset Management console, the selects the change template, and selects the network
configuration administrator accesses schedules printers.
and creates a new maintenance schedule.
The configuration administrator specifies the

details of the schedule. He selects a change
template for network printer maintenance.
To select network printers, he chooses the

categorization Hardware > Printer > Network.
Technician The technician completes the change request to When the maintenance schedule comes due, the Asset
perform maintenance: Maintenance change template is used to create the change
request. This template assigns the change request to the
That technician receives an alert that a change correct technician and notifies the technician to complete
request is assigned (through email, alert, or the maintenance every six months.
page).
The technician completes the change request.
On the Change Management console, the
technician opens the change request. The For more information on change requests, see Initiate stage
technician relates an ad hoc task to the change - Creating change requests.
request and moves the change request through
its lifecycle to the Implementation stage.
The technician completes maintenance and

closes the task. The technician then closes the
change request.
Technician The technician indicates that the maintenance is complete.

The technician indicates that maintenance is
complete:
On the Asset Management console, the

technician searches for the network printer CI and
views it.
From the CI form, the technician accesses the

schedules and views the network printer
maintenance schedule.
The technician indicates that the maintenance is

complete.

Purchasing a laptop for a new employee

Calbro Services ensures that new employees are fully functional on their first day of employment.
Purchasing a laptop for a new employee is therefore a common task for the purchasing agent at
Calbro Services. He must create a purchase requisition and place a purchase order (PO). When
the PO is received, BMC Asset Management automatically generates a new CI and a change
request.
The change coordinator can also create a "new employee" change request in which one of the
tasks is providing a fully configured laptop to new employees on their first day at Calbro Services.
user scenario. If you cannot find the correct CIs in the Calbro sample data, you must
create a laptop CI and add it to the inventory to follow this user scenario. For more
information about managing CI inventory, especially if you are adding bulk items, see
Creating bulk inventory CIs (see page 465).
Purchasing a laptop for a new employee
Configuration From the Purchasing console, the configuration When the configuration administrator creates the
administrator administrator creates a purchase requisition. purchase requisition, Allen Allbrook, the manager
of the requester, is the default approver of this
The configuration administrator enters the required details. purchase requisition.
The configuration administrator indicates that installation is
needed, and chooses the Configure New Computer change Using a change template automatically creates a
template. change request when the ordered laptop is
received.
To make sure there is enough inventory, the configuration
administrator selects the standard configuration, and checks
whether the computer system is in inventory.
The configuration administrator adds the item to the

requisition and submits the requisition for approval.
Requester's On Approval Central, the requester's manager selects the The requester's manager must approve the
manager purchase requisition and approves it. purchase requisition.
Note: If no manager is assigned to the requester,

you should assign a manager in the People form.
For more information, see Configuring people
information.
Purchasing After the purchase requisition is approved, a

agent purchase order is automatically created and is
ready to be placed with the vendor.

The purchasing agent creates the purchase order:
On the Purchasing console, the purchasing agent searches

for orders to place.
The purchasing agent views and then places the order.
Configuration The configuration administrator receives the item on the This action automatically creates a new CI. If
administrator purchase order: your system is properly configured, a new
change request is also created.
On the Receiving console, the configuration administrator
searches for the purchase order and receives a quantity of
one.
Purchasing The purchasing agent views the new CI: The original purchase requisition is automatically
agent related to this CI.
On the Asset Management console, the purchasing agent
searches for all computers with a status of Received. Note: If the purchasing agent does not have
access to the Asset Management console, a
The purchasing agent finds the laptop CI and views the configuration administrator can view the CI.
details, including the financial details.
Change The change coordinator views the change request: Mary Mann is the change coordinator for Calbro
coordinator Services. She views all open Change Requests
On the Change Management console, the change in the Manager Console view.
coordinator searches for all open changes. The change
coordinator views the change request for the new laptop. For more information, see Change Management
console functional areas.
Change The change coordinator views dates for the change request Mary opens the Change Calendar to see if there
coordinator and performs risk assessment: are any conflicting change requests or business
events.
On the Change form, the change coordinator views the
calendar. Although the Risk Level had a predefined value,
she can perform Risk Assessment to formalize
The change coordinator defines the risk level of the change the Risk Level.
request.
This type of change request is pre-approved and
does not require any formal approvals.
Change The change coordinator creates a task and schedules the Mary creates a task to install or configure the
coordinator change request: laptop and assigns the task to the task
implementer.
On the Change form, the change coordinator moves the
change request to the Plan & Schedule stage. When the change request reaches the Implement
stage, the task moves to Assigned status and the
The change coordinator relates the change request to the task implementer can start working on the task.
Install Laptop task template. The change coordinator
assigns the task to the task implementer who is part of
Calbro's Backoffice Support Staff.
The change manger moves the change request to the

Scheduled for Review stage.
The change coordinator specifies the scheduled dates and

moves the change request to the Implement stage.

Task After performing each task, the task implementer closes the Ian Plyment, the task implementer, completes the
implementer tasks: task.
From the Change Management Support console, the task

implementer searches for assigned tasks.
After performing the task, the task implementer records

information about performing the task and changes the
status to Closed.
Change The change coordinator completes the change request: Mary Mann completes and closes the change
coordinator request. She enters a performance rating and
The change coordinator moves the change request to the start and end dates.
Closed stage.
The change coordinator enters the performance rating and

the actual dates of the change.
Investigating inaccurate CI data

CI data is used by IT personnel throughout Calbro Services. Configuration administrators use CI
data for most tasks. Change coordinators analyze the CIs and their relationships before
implementing changes. Service Desk personnel use CI data to help resolve incident requests and
investigate problems. Accurate CI data is important to their work.
Allen Allbrook, a configuration administrator at Calbro Services, thinks that the data for a computer
system might be inaccurate. He wants to view the audit history of the CI, so that he can see all the
modifications to this computer system during its history. He can investigate whether the data is no
longer accurate by checking the audit history for the CI.
Typically, Allen accesses data stored in BMC Atrium CMDB from the Asset Management console.
On the Asset Management console, he searches for the CI and views it. From the CI form, he
views the BMC Atrium CMDB audit history.
Making sure that scheduled changes to CIs do not impact business services
The Finance department at Calbro Services processes payroll checks every Thursday. Allen
Allbrook, the configuration administrator, wants to make sure that neither the payroll server nor the
payroll printer are taken down for maintenance on Thursdays. He sets two blackout schedules to
accomplish this-these key services are unavailable for maintenance on any Thursday.
The payroll server is having performance issues and needs more memory. When Mary Mann, the
change coordinator, schedules the change request, she sees that the payroll server is unavailable
on Thursday. To prevent conflicts, she creates another unavailable time segment, on Monday
instead of Thursday.
The Calbro business process has predefined that this type of change request requires standard
approvals to move the project forward.

user scenario. If you cannot find the correct CIs in the Calbro sample data, you must
create a server CI and add it to the inventory to follow this user scenario. For more
information about managing CIs, see Managing CIs in the BMC Change Management
documentation.
Scheduling mandatory unavailability for key services
Configuration The configuration administrator creates unavailability blackout Allen specifies that the payroll server and
administrator schedules for the payroll server and payroll printer: printer server CIs are unavailable every
Thursday because of maintenance. During
On the Asset Management console, the configuration administrator this blackout, these CIs must not be
searches for the server CI. brought down.
On the CI form, the configuration administrator opens the blackout

schedule.
The configuration administrator adds a business time segment.

The configuration administrator specifies the server CI to be
Unavailable. The configuration administrator sets up a weekly
recurring duration for Thursdays.
Change The change coordinator creates a change request, using a change Mary uses a predefined change template
coordinator template: that supports the business process and
accelerates the change request process. It
On the Change Management console, the change coordinator prepopulates fields on the change request
creates a new change request. with information.
On the Change form, the change coordinator selects the Server

Hard Drive template. The change coordinator completes the
required information to finish creating the change request.
Change The change coordinator views dates for the change request and Mary opens the Change Calendar to see if
coordinator performs risk assessment: there are any conflicting change requests
or business events.
On the Change form, the change coordinator views the calendar.
Although the Risk Level had a predefined
The change coordinator defines the risk level of the change value, she performs Risk Assessment to
request. formalize the Risk Level.
Change The change coordinator relates the CI to the change request: Mary creates a server CI unavailability that
coordinator is related to the change request.
On the Change form, the change coordinator creates a relationship
to the server CI. She specifies the Relationship Type as Upgrades.
The change coordinator creates an unavailability relationship.

In the Configuration Item Unavailability dialog box, the change

coordinator specifies the unavailability type (for example,
Scheduled Full) and the scheduled dates.
Change The change coordinator searches for available times to schedule Mary finds the next available time to
coordinator the change request: upgrade the payroll server. She schedules
the CI unavailability on Monday to avoid
On the Change form, the change coordinator uses the Schedule conflicts with the Thursday blackout
Assist tool to search for available times. The change coordinator schedule.
views the times when the server CI is unavailable. The change
coordinator finds the next available time, based on the duration and
available start time.
The change coordinator creates a schedule time segment.
Change The change coordinator creates an unavailability blackout schedule Mary creates a blackout schedule to
coordinator to fix the payroll server: upgrade the server CI.
On the Change Management console, the change coordinator

searches for the server CI.
From the CI form, the change coordinator accesses blackout

schedules.
The Change coordinator adds a business time segment. She

specifies the server CI to be unavailable on some day other than
Thursday (for example, Monday).
The change coordinator moves the change request to the

Implementation Approval phase.
Change The change approver approves the Install Hard Drive change Allen Allbrook must approve the change to
approver request. move it forward to the Scheduled status.
Task The task implementer performs the tasks: Task implementers must complete all
implementer three tasks successfully before the change
On the Change Management Support console, the task request can be closed.
implementer searches for assigned tasks.
The task implementer performs each of the three Upgrade Server

Hard Drive tasks and records the work performed.
Change The change coordinator completes the change request: Mary completes and closes the change
coordinator request. She enters the performance
The change coordinator moves the change request to the Closed rating and start and end dates.
stage.
The change coordinator enters the performance rating and the

actual dates of the change.
Setting up the Software License Management process

Calbro Systems uses multiple software applications for doing their business. They use multiple
products of different versions across the organization that they purchase from the same vendors.

Calbro wants to set up the system to discover and manage licenses for Microsoft Corporation and
Adobe System applications being used across the organization. The Software License
Management process includes the following phases:
Phase 1 - Planning (see page 108)

Phase 2 - Discovery (see page 109)
Phase 3 - Managing data in CMDB (see page 115)
Phase 4 - Managing software licensing (see page 127)
Before you begin

Calbro Systems has the following applications installed and configured along with BMC Remedy
AR System Server:
BMC Atrium CMDB

BMC Remedy IT Service Management suite
BMC Remedy Mid Tier configured with the BMC Remedy AR System to use as a client.
Phase 1 - Planning
The Software License Management process starts with the planning phase.
Note
The license models listed in this use case may vary for your organization.
1. In the planning phase, Calbro Systems makes a list of all product titles that require a license
and vendors who need to be managed. They then summarize this information in the
following table:
Manufacturer Title Versions
Microsoft Corporation Microsoft Project Standard Edition 2007, 2010
Microsoft Corporation Microsoft Exchange Server Enterprise Edition 2010
Microsoft Corporation Microsoft Visual Studio Team Foundation Server 2005, 2010
Adobe Systems Inc. Adobe Acrobat 9.0 and 7.0
2. After identifying the product titles and vendors, Calbro Systems gathers information about
the contracts and license types that are required based on information like the overall
software contract details, terms of the contract, whether it is a fixed, continuous, or rolling
contract, the time period for fixed contracts, and if the contract covers purchases of all the
product licenses.
3. The licensing terms, or rules that define how licenses for each product are charged vary
from company to company. Calbro Systems has purchased licenses as per the agreements
described in the following table:

3.
Manufacturer Product Name Licensing Rules Out of the

box license
model
Microsoft Microsoft Project Every instance of the software deployed consumes a license Per instance
Corporation Standard Edition regardless of the system, physical or virtual, and regardless of
the user.
Microsoft Microsoft Exchange Every instance of the software deployed consumes a license Per instance
Corporation Server Enterprise regardless of the system, physical or virtual, and regardless of
Edition the user.
Microsoft Microsoft Visual Every instance of the software deployed consumes a license Per instance
Corporation Studio Team regardless of the system, physical or virtual, and regardless of
Foundation Server the user.
Adobe Adobe Acrobat Licenses are tied to the user regardless of the number of Per Copy
Systems devices
Inc.
After the planning stage is complete, Calbro Systems moves to Phase 2 - Discovery (see page 109)
.
Phase 2 - Discovery
A variety of tools are available for software discovery. Users can use discovery tools provided by
BMC like BMC BladeLogic Client Automation (BBCA) for desktop discovery or BMC Atrium
Discovery and Dependency Mapping (BMC Atrium Discovery) for server discovery. They can also
use other popular discovery tools like Microsoft System Center Configuration Manager (SCCM).
Calbro Systems has implemented BBCA to discover the data. They follow the steps below to
transfer data from the discovery source to BMC Atrium Configuration Management Database
(CMDB).
1. Install the integration for the discovery source with the CMDB — Install BBCA's
Configuration Discovery Integration (CDI) component. This component manages the
integration between BBCA and BMC Atrium CMDB.
For additional information about installing CDI, see the CDI installation documentation.
Note
For other discovery sources install the appropriate integration component to

transfer discovered data to the CMBD.
2. Identify the dataset to work with the discovery source — BBCA uses the BMC Configuration
Import dataset which is installed as part of the CDI install. Verify that the discovery source
dataset (BMC Configuration Import) exists in the BMC.CORE.CONFIG:BMC_Dataset form.

2.
Note
All discovery sources need to have a a dataset corresponding to the discovery

source. If the dataset is not installed as a part of the discovery source and CMDB
integration, manually create the dataset that corresponds to the discovery source
in the BMC.CORE.CONFIG:BMC_Dataset.
3. Set the Company attribute for all CIs created in the BMC Atrium CMDB — BBCA does not
map the Companyattribute to the discovered data. Perform the following steps to use the
default company setting in BMC Asset Management:
a. On the Custom Configuration tab of the Application Administration console, choose
Asset Management > Advanced Options > Asset Management Settings.
Asset Management Settings form
b. On the Asset Management Settings dialog box, set the Tenant Companyto Calbro
Systems, if the value has not already been set.
Note
Tenant companies are stored in the COM:Company form. The Type of

these companies is Operating Company.

This sets the Company to Calbro Systems for all CIs without an associated company.
Ensure that all CIs include the Company attribute. The Companyattribute in BMC
Atrium CMDB for computer system, product, other classes should be mapped and
populated. Perform these steps if the company attribute is blank.
Note
If the Company is blank in the CMDB, Software License Management

(SWLM) does not see those CI's because contracts are for a tenant and
operate on the CI's belonging to that tenant.
4. Load the discovered data into BMC Atrium CMDB — BBCA has several predefined AIE
mappings in terms of Data Exchanges to load the data into CMDB. Select the Data
Exchanges from the AIE console and make the ones that need to run as Active:
Data Exchanges prefixed with Pull_ars_inv_ have the main record for the actual CI,
which can be a machine, product, component. For example, Pull_ars_inv_machine
loads the discovered computer systems. Pull_ars_inv_application loads the
discovered Products
Data Exchanges prefixed with Pull_Keys_ars_inv_ have mappings that delete the
existing data to bring in refreshed data. This is used only during subsequent runs.
Data Exchanges suffixed with _Relationship bring in all the relationships between
computer and product, computer and people. For example,
Pull_Machine_Person_Relationship brings in Machine and People relationship
records, while as Machine-Application Relationship brings in Machines and Products
relationship records.
AIE console with Data exchanges installed with BBCA

Usually the AIE process is installed in Auto mode. This is the correct option to be up
and running 24x7 to serve the end users to get their data into BMC Remedy AR
Server or the CMDB. Data Exchange is either triggered by an event or can be
scheduled on a timely basis.
Note
Refer to the respective integration documentation for details about the Data
Exchanges provided.
Verification process
After the AIE Data Exchanges are run and the discovered data is in the CMDB, query for instances
of the software and related hosts and processors in the BMC Configuration Import dataset to verify
the discovered data has been populated correctly.
To verify discovered data
1. On the Asset Management console, select the following data filters to get the list of Product
CI's in the discovery dataset:
a. By Other Criteria > Products from the Filter By menu
b. Dataset = BMC Configuration Import
c. Company = Calbro Systems
Using the Asset Console to verify discovered data
2. To view all the Computer Systems in the discovery dataset, select By Computer by Status >
All from the Filter By menu.
Viewing discovered Computer Systems

3. Perform a qualified search of the Microsoft products to verify that all the products and
related System CIs are in the CMDB.
a. On the BMC Asset Management console click Manage CI's.
b. Select the product class from the CI Type Menu > System Component > Product and
search for Product CIs where Company = Calbro Services and Manufacturer =
Microsoft Corporation for Microsoft products.
c. Click Search to view all the related products for Microsoft Corporation.
d. Further qualify the search by Product Names listed in the Phase 1 - Planning (see
page 108). Product CI's should have the following attributes populated:
Categorization tier 1
Product Name
Manufacturer
Version
Company
Market Version — Version Normalization uses the MarketVersion attribute to
set a common market version with which licenses are associated. This
enables you to store a simpler string version, such as 5.0 or 2007. You can
then associate a license with the market version rather than with individual full
version numbers.
This value may not be populated by discovery. However, it is an important
attribute needed for SWLM. Use the Normalization Engine's Version roll up
capability to set this attribute after discovery.
For more information about configuring Version roll up, see Setting
configuration options for normalizing data (see page 116).
For more information about Normalization Engine's Version roll up, see
Normalization and software license management (see page 109).
Product CI with the relevant attributes

e. It may be useful to perform spot checks to verify that products have the related
desktop or laptop associated to them, by viewing the CI relationshipstab. The
computer should show as a parent CI of the product CI's. The following information
should be populated for desktops:
Company
Site — This information is required for the Per Site license Model
Product CI - The Relationship tab showing related host
f. If you are managing usage-based licenses (such as those covered by the "Per Copy"
license model), verify that the users associated with the desktops are created.
The desktop users should show in the Asset People tab, related as users of the
desktop. The users should also exist in BMC_Person class in CMDB and should be
related to BMC_ComputerSystem.
4. Repeat the search and verification steps for the Adobe products.
For Adobe products, ensure that the primary users of the system are in the CMDB and are
related to the computer system. User relationships are important because the licensing for
Adobe Acrobat is charged based on the unique users regardless of the devices the software
is installed on. Query the people from the BMC.CORE:BMC_Person form for related users.
5. If you are managing licenses which are measured on a per-CPU or per-core basis, verify
that the Processors related to the Computer System are present. This step is not required
for the license model described in this use case. However, this data should be discovered
as it may be required by other license models.
6.
6. Verify that the Processor Type, Categorization tiers, Product Name and Manufacturer values
are populated for the Processor. This information is required for certain server based
licensing, but is not be used by all licensing types.
Computer System – with related Processors
After the planning stage is complete, Calbro Systems moves to Phase 3 - Managing data in CMDB
(see page 115).
Phase 3 - Managing data in CMDB

After data is discovered and transferred to the dataset in the BMC Atrium CMDB, to manage and
promote data for production use, Allen performs the following procedures:
Populating the Product Catalog (see page 115)

Normalizing data (see page 116)
Reconciling data (see page 125)
Populating the Product Catalog

BMC provides some basic product catalog data out of the box. Load this data to the CMBD, use it
as the base data, and then add additional data to the Product Catalog.
To populate the Product Catalog
1. Load the latest Product Catalog data update available from BMC Support.
Note
The latest Product Catalog data is available here.

Instructions for loading the Product Catalog are also provided.
2. Allow additional Product Catalog entries to be created by allowing creation of the Product
Catalog on the initial load from discovery source.

2.
Note
The Normalizing data (see page 115) process describes the procedure to build
additional products in the Product Catalog using discovery.
Currently the Product Catalog data is limited, and additional products need to be added using
normalization with discovery. When using BMC Atrium Data and Discovery Management (ADDM),
in most cases a match is found and new entries are not added. Most of the data included in the
Product Catalog is from ADDM products.
BMC provides Product Catalog data at regular intervals in the form of data updates. The updates
are released independently of the BMC Atrium Core product releases, and can be obtained from
BMC Customer Support by using the instructions found at the link above.
Though the Product Catalog data is updated regularly, some titles which you use in your
infrastructure may not be included in the updated catalog. For example, products that have been
recently released to the market. These additional products can be directly added to the Product
Catalog automatically by using normalization with discovery.
Normalizing data
BMC Atrium CMDB comes with the Normalization engine (NE). The NE is used to:
Create product catalog entries

Normalize names of products and manufacturers
Update CTI (Tier 1, Tier 2, Tier 3) entries for better categorization
Roll up individual components to suites
Update the Market Version value
The data normalization process includes the following procedures:
Setting configuration options for normalizing data (see page 116)

Creating normalization jobs (see page 123)
Verifying the Product Catalog entries (see page 125)
Setting configuration options for normalizing data
To access the normalization features, open the Atrium Core console and clicks the Normalization
icon. On the Normalization page setup and configure Notification Engine (NE) rules using the Edit
Configuration, Normalization Features, and Catalog Mapping pages.
Configuration Editor

The following configurations need to be set for Normalization:
Dataset, class, and system configuration
1. Click the Edit Configuration icon to view the Configuration Editor.

2. Click the Dataset Configurationtab.
a. Identify the dataset you are working with.
Dataset Configuration
Select the BMC Configuration Import dataset which is the datatset related to the
BBCA discovery.
b. Select the following options:
Normalization Name and CTI lookup.
type This option allows for normalization based on the Product Name and the Tier 1, 2 and 3.
Inline Do not select this option.

Normalization BMC recommends that Normalization is run in Batch or Continuous mode when working with
large amounts of data.
Allow Select this option because on the initial load CI's should be loaded in CMDB even though the
Unapproved product does not exist in Product Catalog.
CI
Allow new Select this option to allow the Product Catalog to be updated with additional products that do
Product not exist, considering BBCA is the trusted data source
Catalog entry
Normalization
Features

Select Suite Rollup.

This option is required for SWLM especially when using Microsoft SCCM which discovers
individual components of software. This option may not be required for BMC BladeLogic Client
Automation (BBCA) as it discovers suites.
Auto Impact Select Preserve Edits.

Manual Edit This allows preference of manual edits over discovered data.
3. Click the Class Configuration tab.

Out of the box, a list of classes are already configured which are handled by Normalization.
The classes that SWLM requires to be normalized are primarily BMC_ComputerSystem,
BMC_Product and other software classes, which are already setup.
a. Verify that the class for which data needs to be normalized is in the class
configuration table.
b. For any additional classes that need to be added, click the Add button at the bottom
of the Class Configuration Screen.
Class Configuration tab
4. Click the System Configuration tab to define the system configuration options.
These options are applied to all datasets.
System Configuration tab
a. Configure the following options:

a. BMC Software Confidential. BladeLogic Confidential
Normalize All Select this option to renormalize all the data that was previously normalized. For example,
Instances individual CI instances which were originally discovered as standalone applications can be
re-normalized as components of a suite.
API Log Configure the path and other settings for the API, Batch, and Continuous mode log files.
File The Log File Location displays the default path of the log file. Updates this value only if the
Batch log files need to be created at a different location.
Mode Log
File
Continuous
Mode Log
File
After updating the configuration settings, configure the Normalization Features options such as
Version Rollup and Suite Rollup rules.
Normalization features configuration
1. Click the Normalization Features icon .

2. Configure Version Roll up options.
a. On the Version Rollup tab verify that the rules for Version Roll up are set up for the
products to be managed. If the rule for the product does not exist create a new
Version Roll up rule using this UI. Select the product from the list, and click the Edit
Selected Rule icon to update the MarketVersion attribute for the product.
Version Rollup tab
If there is no product matching rule, a default rule, Rulename 98, sets the
MarketVersion with VersionNumber. For example, if the Version Number is 2003 and
MarketVersion is not defined, this default rule sets the MarketVersion to 2003.

For Calbro System's requirement, for the Microsoft products the default out of the box
rule could be sufficient. However, for an Adobe product they notice that the Market
Version needs to be derived from Version Number. The VersionNumber discovered is
9.1.2.3, while as the MarketVersion should be set to the major version string which is
9.
Discovered version and Makert Version for the Adobe products
b. Review the out of the box Adobe Acrobat rules. Since there is no existing matching
rule, click the Create New Rule icon and create a new rule for Manufacturer = Adobe
Systems Inc. AND Product Name = Adobe Acrobat as shown below:
Version rollup for Adobe

This sets the MarketVersion with the Major Version number contained in the
VersionNumber string.
3. Configure Suite Rollup options
On the Suite Rollup tab select the rules for suite roll up. A few suites are already shipped
with BMC Atrium CMDB.
Out of the box suites

Certain discovery sources like Microsoft SCCM discover individual components of a suite,
while the licensing is based on the suite. For example, they discover Microsoft Word or
Microsoft Excel as individual products instead of Microsoft Office Suite. BBCA typically
discovers suites, so suite roll up may not be required if the discovery source is BBCA.
If required a rule can be setup for the Microsoft Office Professional 2007 suite which
consists of Microsoft Access, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint,
Microsoft Publisher, and Microsoft Word.
Microsoft Office suite rollup

Catalog mapping for normalizing data
The next step is to setup the mappings for name and CTI mappings.
1. Click the Catalog Mapping icon .

The Catalog mapping dialog box allows you to normalize the discovered Names, CTI into
common marketable names.
2. Setup rule such that Product Name of Microsoft Server Enterprise Edition 2003 is updated
to Microsoft Server Enterprise Edition and Item is updated from Third Party to Software
Development Software/Tool.
Category mapping rules
3. Similarly setup the rules for other Microsoft and Adobe products in the list above.
Creating normalization jobs

Setup normalization jobs for the dataset. Click the Edit Job icon on the BMC Atrium Core
console, to modify the settings for existing jobs. It is recommended to run a Batch Type of
normalization job initially, and Continuous Type of job subsequently.
BMC BladeLogic Client Automation (BBCA) ships with default Batch and Continuous jobs. The jobs
can be run at scheduled start times or on demand the first time.
BBCA batch NE job
BBCA Continuous NE Job
For other discovery vendors create the Normalization Engine (NE) job applicable to the dataset
owned by the discovery source. This allows the NE job to identify which dataset to normalize.
Create the new normalization job by clicking the Create Job icon on the BMC Atrium Core
console.
New normalization job

Verifying the Product Catalog entries
After the Normalization job is run and Product Catalog is updated with the additional products verify
the Product Catalog entries. Ensure that:
1. The Product Catalog is updated for all the products to be managed.

2. Market Version is populated in Product Catalog also
3. The Managed by, Approved by, Blacklisted flags are set.
4. The Requires Contract flag is set, as those are the only products you can see when creating
a certificate. Without this flag, the products are not visible in the Software License
Management when setting up certificates or License jobs.
Reconciling data
After the data is Normalized and Product Catalog updated, Reconciliation is the next stage where
data from one or multiple discovery sources is merged and then promoted from the discovery
dataset into production dataset (BMC Asset).
Reconciliation is an important pre-requisite for Software License Management (SWLM) as SWLM

works only on the production dataset. If the data is not reconciled and not updated in the
production dataset, SWLM is unable to use the data, and information about what is deployed in
your environment is not reflected correctly.
To reconcile data
1. Open the Atrium Core console and clicks the Reconciliation icon.
2. Create the Reconciliation Job for the appropriate discovery source. For more information
about creating reconciliation jobs, see Reconciliation jobs (see page 125).
Reconciliation jobs

Out of the box, BMC BladLogic Client Automation (BBCA) and BMC Atrium Discovery and
Dependency Mapping (ADDM) include reconciliation jobs that should be used if BBCA or
ADDM is the discovery source.
BBCA out of the box reconciliation jobs
3. Schedule the Reconciliation Job to be run on a regular basis. This ensures that the CMDB
maintains information that is accurate with the changes in the environment.
Select the job and click the Start Job icon to run the Reconciliation Job adhoc.

Phase 4 - Managing software licensing

After the data is reconciled and the production dataset is up to date, the Software License
Management (SWLM) process is ready to manage software licenses. The process includes setting
Software Contracts, Certificates, setting up and running license jobs, and managing compliance.
The information about the products to be managed and the licensing purchased for each of them is
available, as these were identified in the Planning (see page 108) phase.
This section describes the following procedures:
Setting software contracts and certificates (see page 127)

Managing license jobs (see page 132)
Monitoring license compliance (see page 135)
Managing software usage (see page 138)
Setting software contracts and certificates
1. Identify the key attributes required for the licensing models relevant to the products to be
managed. This is necessary so that CIs and the related Certificates to match. The following
table lists the attributes needed for the license models.
Tip
You should have already verified this in the Discovery (see page 109) phase.
Manufacturer Product License Required Attributes in CMDB for the CIs

Name Model
Microsoft Microsoft Per BMC_Product Instance related to BMC_Computer where the product is
Corporation Project instance installed. Attributes Needed: BMC_Product – Company, Product Name,
Standard Manufacturer, Market Version. BMC_Computer - Company
Edition
Microsoft Microsoft Per Same as above.

Corporation Exchange instance
Server 9.
Enterprise
Edition
Microsoft Microsoft Per Same as above

Corporation Visual Studio instance
Team
Foundation
Server
Adobe Adobe Per BMC_Product Instance related to BMC_Computer where the product is
Systems Inc. Acrobat Copy installed. Attributes Needed: BMC_Product – Category Tier 1, 2, 3, Product
Name, Manufacturer, Market Version. BMC_Computer – Company.
BMC_Person instance related to BMC_Computer
2.
2. Create Software License Contracts

A Software Contract represents a broad agreement with a software vendor. Each Software
contract can have one or more child Software License Certificates as decribed in th.
Set up the Software License Contract(s) using the Contract Management console. Create a
Software License Contract for each Supplier and Manufacturer. Verify if multiple contracts
need to be created for the same manufacturer. This would be necessary if the supplier
terms for the products by the same manufacturer are different .
For example, create Software License Contracts for the Microsoft Products and the Adobe
products. At least the following information must be available to create the contract:
Contract ID
Summary
Company
Term
Term Conditions
Supplier
Cost Center
Contract Managed By
Expiration/ Notification date
Software license contract
3. Create license certificates.

A License Certificate is a child record of a Software Contract, and is used to represent an
entitlement owned by the organization, to use a certain amount of one or more specific
software titles.
Set up the License Certificates for various products. On the Contract console, open the
contract created for Microsoft. On the License Details tab, add a license certificate for each

product. Typically, a certificate is setup for a product. If the software license purchased has
downgrade rights, specify the new and the lower market version on the same certificate.
At least the following information must be available to create the certificate; other attributes
can be filled as necessary.
Related Software Contract Summary Certificate Company License Cost Product Name(s)
ID Type Center Manufacturer
MarketVersion(s)
Pre-populated from the Can be Pre- Populated Market Version is an

software contract the system populated from the option, if the
certificate is created from generated from software software certificate applies to
contract also contract all versions
It is assumed that Calbro has used different purchase orders for each of the following
licenses:
Manufacturer Product Name Purchase of Licenses
Microsoft Microsoft Project Standard Purchase for version 2010 with downgrade rights to 2007, 12
Corporation Edition licenses ( certificate 1 created)
Microsoft Microsoft Exchange Server Purchase for 6 licenses ( a separate certificate created)
Corporation Enterprise Edition
Microsoft Microsoft Visual Studio Team Purchase for 5 licenses ( a separate certificate created)
Corporation Foundation Server
Adobe Adobe Acrobat Purchase for version 7, 3 licenses ( create a new certificate)
Systems Inc. Purchase for version 9, 2 licenses ( create a new certificate)
Tab 1 — License Certificate Creation for Microsoft Project Standard Edition
Tab 2 — Addition of Product info on the Certificate (2010 and 2007 are both added on the
certificate, as the certificate has downgrade rights to version 2007)

Tab 4 – Entering Compliance Details
Note
Tab 3 is the Connection details tab and is displayed only if additional connection
questions are configured for the license model.
4. Create certificates for the other products. When creating the certificates ensure that:
all the certificates are in Executed state so that they can be used by the SWLM
engine.
the value of the Engine Connection field on the Certificate is set to Yes, so that the
Software License Engine is able to connect to certificate.

Note
By default, when the status of the certificate is set to Executed, the Engine
Connection value is set to Yes.
5. Since the Adobe licenses were purchased in multiple purchase orders, create a certificate
for each purchase described in the table in step 3 of this procedure. Individual Software
License records can be used to represent a history of multiple purchases of the same
software, or purchases of the same software from different suppliers, even under separate
Software Contract parent records.
6. When creating the certificate subsequent to the first certificate for a product, the system
prompts you to group the certificates if they have the same Company, License Model, and
Product Categorization. This is termed as Grouping of Certificates.
Calbro purchased additional Microsoft Project Standard Edition licenses in two separate
purchases:
Manufacturer Product Name Purchase of Licenses
Microsoft Microsoft Project Purchase for version 2010, 3 licenses (new certificate created and grouped
Corporation Standard Edition with certificate for Project)
Purchase for version 2010, 5 licenses (new certificate created and grouped
with certificate for Project)
a. Create the two new certificates for Project, and then group them with the original one.
b. While creating the certificates, on the second tab of the Certificate Creation dialog
box, you are prompted to group the certificates.
Grouping button displayed
c. Click Manage Grouping to group the new certificate with the existing one.
Then group the two new certificates for Microsoft Project in the above table.
Grouped Certificates

c.
Managing license jobs

Set up the license jobs for the manufacturers and products to be managed for SWLM.
1. Creating the license jobs

From the Software Asset Management (SAM) console, click the Manage License Job link to
create the SWLM License Job. License Jobs should be created for the manufacturer or
product.
Adobe License Job
2. Create a job for the Microsoft products. Since there are a large number of products for
Microsoft in the CMDB, qualify the Job by Products to be managed as follows:
Microsoft Job defined for selected products only

3. Running and monitoring license jobs

After creating the license jobs, on the Manage Jobs dialog box, select the Adobe Job and
click Run to execute the job on on demand.
Monitor the completion of the job in the History tab in the bottom section of the dialog box.
Adobe Job History
4. Similarly, run the Microsoft Job on demand.

4.
Note
In a nutshell, the license engine performs the following procedures:

Checks the Product Catalog for any software titles that match the criteria set in the
job details, and that have "Requires Contract" = Yes.
Searches the CMDB for any instances of the software titles found in these
software titles.
Attempts to connect the software titles to certificates which match them
Calculates the overall consumption on any certificates to which it has just
connected software CIs.
5. Running reconciliation based jobs
Recommendation
For optimum performance run the SWLM job based on Reconciliation Job after the
first run. This can be done under the Schedules option on the Reconciliation tab.
a. Relate the SWLM job to the Reconciliation Job for both Adobe and Microsoft. This
ensures that related SWLM jobs are run every time a Reconciliation job is run.
SWLM Job related to Reconciliation Job
Each license job returns four results which can be viewed by selecting the job run in
the Job History window.

Status Description
CIs connected to Instances of software that were found and successfully connected to a certificate
certificates
CIs without CIs that do not have licenses

certificates The value of the RequiredContract is set to Yes for this CI in the Product Catalog and
the license job located the CI but did not find a related licenses.
Certificates out of License certificates for which the overall software consumption has been found to be in
compliance excess of the available entitlement
CIs connected to CIs that have multiple certificates associated to them

multiple certificates License engine has found multiple certificates matching the software product. Check that
all such certificates have been Grouped.
b. After running the license jobs, monitor the license compliance. Using the Software
Asset Management (SAM) console, select and view each certificate for Microsoft and
the one for Adobe products created earlier.
Monitoring license compliance

Use the Software Asset Management (SAM) console to review the Compliance Status and the
Rolled up Deployed count. Also open the appropriate certificates for the products from the SAM
console to review the the Number Deployed per product which is reflected in the Related Product
Categorization table.
Optionally, click the Compliance Details link on the navigation bar to view the compliance numbers.
License Certificate — highlighting deployed numbers and the compliance status
Notice that the Adobe license certificate for version 9 is out of compliance. The Number deployed

is 5 and the Number purchased is 2. Request the purchasing manager to procure additional
licenses for Adobe version 9.
License Certificate - Out of compliance Adobe Acrobat Certificate
1. From the Purchasing Console create a Purchase Requisition (PR) with a line item for Adobe
Acrobat version 9, to purchase 5 licenses.
Purchase Line Item — for Adobe Acrobat version 9
2. Enter the details in the Line Item Information for purchasing Adobe licenses.
3.
3. On the License Certificate tab of the Purchase Line Item, update the Purchase Type,
Software Contract ID, and License Type values. This information is used to create the
license certificate automatically.
Purchase Line Item — License Certificate tab
4. The PR then goes through the purchasing lifecycle:

a. After saving the Line Item and the PR, submit it for approval.
When the required approver(s), approve the PR, a Purchase Order (PO) is created
b. Submit the purchase order.
Based on the out of the box configuration settings in the Rules form, License
certificates are automatically created once the order is submitted. As a result, the
item does not need to be explicitly received.
Configuring the CI rules form
The new certificate is now created for 5 additional licenses of Adobe. However, on
creation the certificate is in the Draft status.
c. Update the status of the certificate from Draft to Executed to enable the certificate.
d.
d. Then group the new certificate with the original.

From the SAM console open the existing certificate and click the Manage Grouping
link on the navigation bar to add the new certificate and the existing one into a group.
A master certificate is created, where the two certificates for Adobe Acrobat, version
9 are part of the Group. From the SAM console only the master certificate is seen
because the master certificate is the container for the children certificates, and
provides a rolled up view of the compliance for Adobe Acrobat, version 9.
Note
In case of grouped certificates, SWLM engine only connects to the Master

Certificate.
e. Rerun the License Job for Adobe.

After the license job is complete, review the compliance status of Adobe Acrobat,
version 9. The certificate is now in compliance. The Number deployed is 5 and the
Number purchased is 7.
Managing software usage

Notices that currently, though the Adobe Acrobat version 7 certificate is in compliance, it is
approaching out of compliance status. Instead of buying new licenses, locate users who are not
using the software, so they can uninstall the software from their systems and their licenses can be
reused.
Some discovery vendors collect the usage information about the applications and store it in their
database. Out of the box, BMC Asset Management is integrated with the BMC BladeLogic Client
Automation (BBCA) Software Usage.
Perform the following steps:
1. Open the AST:ConfigUsageProvider form, where you can set up the provider for usage.
BCAC is the namespace for the BBCA discovery and BCAC_Software_Usage is the
federated class.
2. Verify that the Namespace and the ClassName are setup with BBCA and
BCAC_Software_Usage respectively for the usage information from BBCA.
Cofigure Usage in AST:ConfigUsageProvider

Note
For any other discovery source create the appropriate integration using the CMBD
federation. For more information, see Configuring your system to work with any
third-party software usage provider (see page 91).
3. On the SAM console, select the Adobe Acrobat 7 certificate and click View Usage to open
the Software Usage form.
The Software Usage form provides usage details of all Adobe 7 product instances, the
computers where the software is installed, and the related users.
Manage Software Usage dialog
Analyze the data using various predefined queries available from the navigation bar.
4. Select the By Usage > Not used past 180 days predefined query.
Users x and y have not used the product in last 180 days.
5.
5. Submits a ticket to uninstall the software from these desktops.

Re-running the job then shows two extra licenses. This procedure allowed harvesting of the
two licenses.
User roles
The roles related to using BMC Asset Management generally encompass the responsibilities
outline in the following sections. The roles in your organization might vary. For example, one
person might fulfill several roles.
Note
To define the permissions and functional roles for each of the following roles, see Asset
Management permissions.
BMC Asset Management includes the following roles:
Approver (see page 140)

Configuration administrator (see page 140)
Contract manager (see page 141)
Financial manager (see page 141)
Purchasing agent (see page 141)
Software asset manager (see page 142)
Approver
Approvers use BMC Asset Management to perform the following tasks:
Approve or reject requests for the acquisition of new items.

Approve or reject proposed standard configurations.
An approver can be any person in your organization. This role uses the following permissions:
Asset Viewer
Incident Viewer
Infrastructure Change Viewer
Problem Viewer
Configuration administrator
Configuration administrators require an overall view of the CIs for which their support groups are
responsible. Some organizations call this role an asset manager. For CIs for which their support
group is responsible, configuration administrators perform the following tasks:

Create purchase requisitions.

After an item is ordered has been delivered, verify the condition and inform purchasing.
Label items after they have been delivered.
Keep CIs up to date.
Maintain the information of external organizations that supply or support items.
Maintain CI relationships. These relationships include the relationships between a CI and
other CIs, its supplier, its contracts, and the service infrastructures that it is a part of.
Manage inventory.
Perform bulk updates.
Create maintenance schedules and audit schedules for CIs.
This role uses the following permissions:
Asset Admin
Contract User
Purchasing User
Receiving User
Contract manager
Contract managers are responsible for managing IT contracts. This role uses the Contract Admin
permission. Contract managers perform the following tasks:
Create support, warranty, lease, maintenance, and software contract and license
information.
Relate the contracts to the applicable CIs.
Maintain the contract data.
Ensure that customers are renewing or renegotiating their contracts.
In some organizations, the contract manager also takes on the role of software asset manager.
Financial manager
Financial managers use BMC Asset Management to review cost information and prepare periodic
charge-back and cost-recovery reports. This role uses the Cost Manager permission.
Purchasing agent
Purchasing agents who are not part of the IT organization might have access only to the
Purchasing console. Purchasing agents who are part of the IT organization assume one or more
additional roles and have access to the applicable consoles. The Purchasing console provides
access to purchase requisitions and purchase orders. This role uses the Purchasing User
permission. Purchasing agents perform the following tasks:
Obtain quotes from suppliers for items that have been requested for purchase.
Request approval for ordering items after the quotes from suppliers for these items have
been collected.

Submit purchase orders for items that have been approved for purchase.
Update purchase line items after configuration administrators have confirmed the receipt of
items for which purchase orders were submitted.
Software asset manager

Software asset managers are responsible for optimizing software assets and for managing
compliance with software license contracts. They also evaluate usage of software licenses to make
sure that the organization is not over-purchasing licenses.
This role uses the Asset Admin permission. This role can be fulfilled by the configuration
administrator.
Architecture
This section provides information related to the architecture of:
BMC Asset Management interfaces (see page 142)

BMC Remedy Approval Server (see page 142)
BMC Remedy AR System Assignment Engine (see page 143)
BMC Atrium CMDB (see page 143)
For information about the BMC Remedy IT Service Management solution architecture, see
Architecture.
BMC Asset Management interfaces

BMC Asset Management provides a set of interfaces that other applications can use to integrate
with the BMC Asset Management application.
Interfaces to BMC Asset Management include interface forms and web services. The BMC Atrium
CMDB API can be used for creating, modifying, and deleting CIs and relationships.
For more information, see Developing integrations (see page 512).
BMC Remedy Approval Server

The Approval Server enables you to automate approval processes. The Approval Server is used by
BMC Asset Management for purchase requisitions, and by BMC Change Management for change
requests and release requests.
When a BMC Remedy ITSM application triggers an approval process, the Approval Server routes a
request to collect signatures within a defined approval process, handling all notifications and
requests for more information as it collects each response (approving or rejecting). The Approval
Server then reactivates the original application, reporting the result of the approval process. You
can have multiple Approval Servers running with multiple BMC Remedy AR System servers on one
computer.

BMC Asset Management uses an ad hoc approval process. BMC Change Management uses
defined best-practice approval processes and ad hoc approval processes.
For more information, see Adding approvals to an application.
Related topics
Procurement (see page 97)
Multiple approvers and multiple approval levels
BMC Remedy AR System Assignment Engine

The Assignment Engine is used to automatically determine an assignee for a request, based on a
set of rules that you can configure.
Such rules typically include the availability of employees and group membership. The engine can
be configured to assign requests to employees either on a round-robin basis or by load balancing.
Load balancing can be further configured by the employee workload capacity or by the number of
requests assigned.
If you specify fall-back rules, the assignment engine makes sure that no request goes unassigned,
and enables the application to find an available assignee who is best suited to work on the request.
For more information, see Assigning requests with the Assignment Engine.
Related topic
Assignment architecture
BMC Atrium CMDB

BMC Atrium Configuration Management Database (BMC Atrium CMDB) stores information about
the configuration items (CIs) in your IT environment and the relationships between them.
Data providers, such as discovery applications, put data into BMC Atrium CMDB, where it is
partitioned into separate datasets. This data is then consolidated into a production dataset that you
use as the single source of reference for your IT environment. Data consumers, such as the BMC
Remedy IT Service Management applications, read data from the production dataset.
BMC Asset Management and BMC Atrium CMDB (see page 143)
Mapping of BMC Asset Management roles to BMC Atrium CMDB roles (see page 144)
BMC Atrium Product Catalog and Definitive Media Library (see page 144)
BMC Asset Management and BMC Atrium CMDB

BMC Asset Management provides views of CIs that focus on the attributes applicable to managing
your assets. BMC Asset Management extends the BMC Atrium CMDB common data model with CI
types for Bulk Inventory and for Location.
The following fields and tabs on all CI forms are BMC Asset Management extensions:

Company field
Financials tab (present only in 60 CI forms)
Outage tab (present only in 9 CI forms)
Impacted Areas tab
Note
The Financials, Outage, and Impacted Areas tabs are available only if BMC Asset
Management is installed. If BMC Change Management or BMC Service Desk is
installed without BMC Asset Management, the asset inventory module provides
access to CIs and to the other asset extensions.
Typically, discovery products automatically populate BMC Atrium CMDB. You can manually update
CI data from BMC Asset Management.
Mapping of BMC Asset Management roles to BMC Atrium CMDB roles

The following table maps BMC Asset Management roles to BMC Atrium CMDB roles. Users with
BMC Asset Management roles have the equivalent BMC Atrium CMDB roles.
Corresponding roles for BMC Asset Management and BMC Atrium CMDB users
BMC Asset Management role BMC Atrium CMDB role
Asset Viewer and Asset User CMDB Data View
Asset Admin CMDB Data Change
Support group permissions Write Security
BMC Atrium Product Catalog and Definitive Media Library

The Product Catalog provides a normalized reference of software, hardware, and other types of
products and their characteristics.
The main purposes of the Product Catalog are to specify which products are allowed in your
environment and to define how instances of those products are represented in BMC Atrium CMDB
by providing the desired name and categorization values to the Normalization Engine.
The Product Catalog enhances the accuracy of BMC discovery products by uniquely identifying a
product, regardless of installed name or location. Any application can use the Product Catalog to
identify a single name for a software application and its versions, which in turn supports license
compliance and provisioning. The Product Catalog is used to normalize discovered data-both the
name and categorization of software products.

The Product Catalog is a library of all the products available to an organization. It defines the
products and its attributes, such as name, manufacturer, version, and categories. Before discovery
tools create or update CIs in BMC Atrium CMDB, they verify the product information in the Product
Catalog.
The Product Catalog includes product characteristics that enhance the accuracy of BMC discovery
products by uniquely identifying a package regardless of installed name or location.
The Definitive Media Library (DML) is a subset, or filter, of the Product Catalog that represents
software products that are marked as approved for use in an organization. The DML defines the
files and suites associated with each product, and it specifies the location of the master copies that
are used to install the software products.
The Definitive Hardware Library (DHL) is a subset, or filter, of the Product Catalog that represents
hardware products that are marked as approved for use in an organization.
For more information about the Product Catalog and the DML, see Managing the Product Catalog
Overview of normalizationand DML, DHL, and approved products.
Related topic
Categorization
Contract Management
Contract Management provides a generic contract for tracking basic contract information and
lifecycle. It is used by BMC Asset Management and BMC Service Level Management as a basis
for their specific definitions of a contract. BMC Asset Management extends the Contract
Management module to provide detailed contract functionality for lease, warranty, support,
maintenance, and software license management.
You can create stand-alone contracts or contracts that are related to CIs. The following table lists
the contract types that BMC Asset Management provides:
Contract types provided by BMC Asset Management
Contract Description
type
Lease Use a lease contract to track details associated with leasing equipment. For example, if you lease several servers
from one company, you might have a master lease contract that shows the general terms and conditions. You
might have subcontracts for each server.
Maintenance Use a maintenance contract to provide routine maintenance by a vendor. For example, when you purchase a
network printer, it might come with a maintenance contract. Or, you might decide to purchase an additional or
extended maintenance contract.
Master Use a master contract as the overarching contract with a company for which you have additional related
Contract contracts. The related contracts can include software licenses, support contracts, and any other type of contract.

type
Software Use a software license contract for a software license. You can track compliance and use of the license. For
License information, see [asset91temp:Managing software licenses].
Support Use a support contract to track contracts you might buy for support of a product. For example, if you buy a
scanner, a support contract gives you access to customer support for any problems or questions you have about
the scanner.
You can create a master support contract that shows the general terms and parameters, with subcontracts for
specific items. For example, you can have a software contract with a company. You can have subcontracts for
support of each software product that you buy.
Warranty Use a warranty contract to guarantee equipment against mechanical imperfections and defects. For example, if
you buy a scanner, a warranty contract replaces any defective parts for the scanner, for a defined period. When
you buy a piece of equipment, it might come with a warranty contract. You might buy an additional or extended
warranty for the equipment.
Other If created by your application administrator, additional contract types might be available, such as a statement of
work contract. Application administrators can create additional contract types, as described in [asset91temp:
Creating contract types].
For more information on working with contracts, see Managing contracts (see page 362).
Software license management

The software license feature of BMC Remedy Asset Management is designed to automatically link
software CIs with the applicable software license certificates. You can use the software license
management feature in BMC Asset Management to facilitate, focus, and follow-through on
compliance.
The License Engine links the software CIs based on the connection details specified for the
software license certificate. Connection actions defined on the license type determine the query to
connect the software CIs to the software license certificate.
The License Engine updates compliance data for the software license certificate, based on the
compliance detail specified for the software license certificate. Compliance actions specify the rules
that calculate compliance. Compliance can be calculated based on the software CIs connected to
the software license certificate, the computer system on which the software is installed, CIs related
to the computer system (such as CPUs), or any data stored in a BMC Remedy AR System form.
For more information how to use BMC Asset Management to manage software licenses and their
compliance within your organization, see Managing software licenses (see page 373).
The following topics provide more information:
License Engine (see page 147)

About software asset management and software license management (see page 147)
About managing jobs that automatically attach CIs to license certificates (see page 148)
About certificate groups (see page 148)
Implementing software license management (see page 150)

Software license management and multi-tenancy (see page 151)
License Engine
The License Engine is installed with BMC Asset Management. The License Engine performs the
processing for the software license management feature to connect software configuration items
(CIs) with license certificates and to calculate compliance. The License Engine runs as a plug-in.
The user interacts with the License Engine from the License Jobs console (accessed from the
Software Asset Management console) by scheduling license jobs to run and reviewing the results.
For example, the user might schedule a weekly license job that connects software CIs to the
appropriate license certificates. When the license job runs, the software CIs are connected to the
appropriate license certificates, and the compliance is calculated. The License Jobs console
displays the results of the license job.
An interface in BMC Asset Management communicates between BMC Asset Management and the
License Engine. The License Engine uses the CMDB API to query BMC Atrium CMDB. The
software license type specifies the queries that are used to create the connections and to
determine compliance.
This section provides details about managing software license management.
About software asset management and software license management

Organizations can acquire software in different manners. Software can be built for a specific
purpose within the company. Software can be purchased from a software vendor or outsourcer.
Software can be acquired through an acquisition or merger between companies, or between
departments within a single company.
Software asset management is a core component of an overall asset management policy. IT

Infrastructure Library (ITIL) in the Software Asset Management Book defines software asset
management as "all of the infrastructure and processes necessary for the effective management,
control and protection of the software assets within an organization, throughout all stages of their
lifecycle."
ITIL indicates that the following processes make up the holistic approach to software asset
management:
Overall management processes — The management processes surrounding the other

software assets management processes. The overall management processes are related to
change management.
Core asset management processes — Identification of software assets, including
maintaining this information in the configuration management database (CMDB)
Logistic processes — Control of the software asset lifecycle. These processes include
procurement, deployment, and end of life.
Verification and compliance processes — Verification and compliance of software asset
management policies and procedures, including license compliance

Relationship management processes — Software contract management
BMC provides solutions in each of these processes. This section focuses on the key processes for
verification and compliance (license compliance), relationship processes (contract management),
and logistic processes (deployment) in the context of the solution that BMC provides for software
license management.
About managing jobs that automatically attach CIs to license certificates

The License Engine automatically connects CIs to license certificates, based on company, product
information, and answers to connection questions. It also calculates compliance based on answers
to compliance questions.
You can schedule the License Engine to run immediately, at a specific time, or after reconciliation.
Note
The License Engine runs only jobs that you create and schedule.
You can manage these jobs from the Manage License Jobs console. From this console, you can
also see the results of license job executions.
About certificate groups

Certificate groups consolidate the tracking of license certificates. A master certificate is grouped
with individual child license certificates. The CIs are attached to the master certificates. License
allocation numbers are attached to the child license certificates.
For example, under the same software contract, you might buy 200 licenses for Microsoft Word.
Later, you might buy 100 more licenses. In this example, it does not matter which CI is attached to
a specific license certificate. For compliance, it only matters that you do not exceed 300 Microsoft
Word instances for the contract.
By grouping license certificates, you gain flexibility in how the license certificates are applied. The
number of deployed licenses are computed at the product categorization level and rolled up to
reflect the total number of deployed licenses at the certificate level. This is useful when there are
multiple product categorizations on a certificate, for example, in case of an upgrade and or
downgrade scenario. This computation gives you visibility into the number of deployments per
product that each certificate or a group of certificates is supporting.
The number of deployed licenses in the case of grouped certificates is computed at the master
level. However, once the number of deployed licenses at the master level is computed, the
licenses from the children certificates in the group are used based on the sequencing defined for
the children certificates. When the licenses in the first certificate are fully used, the licenses are
used from the next certificate in the group, based on the sequence. As a result, only the last
certificate can be out of compliance.

The sequencing of children certificates is taken into account while distributing the number of
deployed licenses from the master to the children. The distribution function also takes the product
categorizations of the certificates into account, when distributing deployed licenses to the children
certificates. This means the certificate that is last in the sequence for a product will be marked out
of compliance if the number of deployments exceeds the number of purchased for that product and
or certificate.
Tip
If you have multiple contracts with different costs for being out of compliance, make sure
that the most expensive certificate is allocated first, because only the last certificate can
become out of compliance.
Certificate groups help you avoid unnecessary warnings. Consider the preceding Microsoft Word
license example. If you do not group the license certificates, you might receive a warning when 190
CIs are attached to the first license certificate. Although you have another license certificate that is
valid for 100 instances, the first certificate would be approaching the maximum usage. If, however,
you group the certificates, for compliance checks, it is equivalent to having one certificate for 300
instances. You receive a warning only when the last certificate in the sequence approaches being
completely allocated.
When a certificate expires, the License Engine checks for compliance. If you have enough licenses
remaining in the group, you do not receive a warning. If a license certificate is not part of a group,
when it expires, all the related CIs are out of compliance.
Note
When you group license certificates, the connection details from the master license
certificate apply. For example, if you group two site licenses, the site specified on the
license certificate that you choose as the master certificate is used by the license engine
when connecting CIs to the certificate. If you group license certificates for two different
sites, such as New York and Boston, this can have unintended results.
BMC recommends that site licenses, if for different sites, should not be grouped.
Note
If you group license certificates that calculate the cost per asset, but the certificates have
different costs per asset, you must update the cost on the master certificate.

Implementing software license management

The power of software license management comes when you use the License Engine to automate
the process. When you add a license certificate, you specify the license type (such as a per
instance or site license) and specify details required for that license type. Each license type
provides a set of connection rules, which the License Engine uses to query BMC Atrium
Configuration Management Database (BMC Atrium CMDB) and select the appropriate CIs to
connect to the license. Each license type also provides a set of compliance rules, which the
License Engine uses to calculate whether the license is in compliance. The software asset
manager schedules license jobs, so that the License Engine regularly connects software CIs to
license certificates and checks for compliance.
You are not restricted to the license types that come with BMC Asset Management. An application
administrator can create new license types, as described in Creating custom license types (see
page 201). The application administrator can create sophisticated queries and calculations based
on the data in BMC Atrium CMDB. For example, the Per Copy license type, which comes with
BMC Asset Management, calculates the number of users for a software product by looking at the
number of users (stored as BMC_Person) with a dependency on the computer system of which the
software CI is a component. For compliance calculations, you can get data from an BMC Remedy
AR System form, in addition to data stored in BMC Atrium CMDB.
The software license management lifecycle, as described in The software lifecycle (see page 95),
is implemented as described in the following table. The contract manager and software asset
manager create software contracts, add license certificates, and relate software CIs to license
certificates. For a user example of how Calbro Services implements software license management,
see Purchasing software and assigning a license (see page 100).
Software license management lifecycle
Stage What happens Described in
Negotiation The contract manager (see page 141) creates the software contract with Creating a software contract (see
a draft status. page 374)
If the contract requires a new license type, the application administrator Creating custom license types (see
creates the new license type. page 201)
Procurement The contract manager changes the status of the software contract to Reviewing a software contract (see
executed. page 375)
The configuration administrator (see page 140) requisitions and Creating purchase requisitions (see
purchases software. page 422) and Working with
purchase orders (see page 435)
The software asset manager (see page 142) adds license certificates for Adding a license certificate to a
purchased software. software contract (see page 375)
Deployment

Stage What happens Described in
The software asset manager creates and schedules a license job to Managing jobs that automatically
connect CIs to the license certificate and to check compliance of the attach CIs to license certificates (see
license. page 391)
The configuration administrator (see page 140) receives the software. Receiving and returning purchase
items (see page 438)
Maintenance Discovery products, such as BMC Client Discovery or BMC Atrium BMC Configuration Automation for
Discovery, discover the software. The discovery products populate BMC Clients Configuration Discovery
Atrium CMDB with the CI for the software and with the relationship Integration for CMDB Implementation
between software and the computer system on which it is installed. Guide and Planning BMC Atrium
CMDB data (see page 150)
The BMC Atrium Reconciliation Engine runs, populating the production Reconciling data (see page 150)
dataset (BMC Asset) with the discovered data.
The License Engine runs the license job to connect CIs to the license About the Manage License Jobs
certificate and to check compliance of the license. The software asset console (see page 392)
manager can check the history from the Manage License Jobs console.
The software asset manager monitors the status of software license About the Software Asset
certificates. Management console (see page 299)
and Reviewing a software license
certificate (see page 398)
To prepare for an audit, the software asset manager runs a license job Running a job immediately (see page
immediately, to check for compliance, and then prints a report. 396) and BMC Asset Management
predefined reports (see page 499)
Renewal When the software license expires, the next time that the License Engine Not applicable
and End of runs a connection and compliance job, it removes the software CIs from
Life the expired license. If there is another non-expired license, the License
Engine attaches the software CIs to the license. Otherwise, the software
CIs are unlicensed.
If the license is renewed, the software asset manager opens the license Reviewing a software license
certificate and renews the license. The next time that the License Engine certificate (see page 398)
runs a connection and compliance job, it attaches the software CIs to the
renewed license certificate.
Software license management and multi-tenancy

Each software contract and software license applies to the company that you specify on the
software contract. The License Engine connects CIs only for that company to the software license.
This means that you must specify the Company field in the CI, or configure your discovery product
to specify the Company field.
Standard configurations
Standard configurations define what type of software or hardware a particular group is entitled to.
The configurations are stored in the Configuration form. This form has a header component that
describes the configuration and a line item component that describes each of the components
(hardware or software) that make up this standard configuration.

Standard configurations functionality is integrated with the BMC Change Management application
to facilitate the procurement process. The standard configuration can be compared with what is
available in inventory to determine which items are available and which items need to be procured.
About software usage

Viewing software usage helps you identify whether software is either over or under utilized in your
organization. Software usage information is populated by the BMC Configuration Automation for
Clients product.
Based on the information about software usage, you can harvest under-utilized software and plan
future purchase and discontinuation of licenses. This information helps companies to comply with
audits and to optimize IT expenses.
Schedules
The BMC Asset Management application provides a model for defining two different types of
schedules: Maintenance Schedules and Audit Schedules. These schedules define time periods in
which maintenance or audits need to be done for a particular CI or set of CIs. The schedules also
integrate with the BMC Change Management application to manage the tasks and scheduling of
the required maintenance and audits.
Configuration items
A configuration item (CI) represents any component of an infrastructure. For example, a CI can
represent a hardware component or software component, a service, an inventory location, and a
network (LAN or WAN). CIs can vary widely in complexity, size, and type, from representing an
entire system to representing a single component.Configuration administrators use the CI forms to
create CIs and track them throughout their lifecycle. Throughout the CI lifecycle, configuration
administrators manage costs, software licenses, and contracts. They schedule resources and
perform other activities.
CIs and other BMC products (see page 152)

Overview of the CI form (see page 153)
Related topic
Working with CIs (see page 315)
CIs and other BMC products

Discovery products, such as BMC Client Discovery and BMC Atrium Discovery and Dependency
Mapping (BMC Atrium Discovery) can populate CIs in BMC Atrium Configuration Management
Database (BMC Atrium CMDB). You can use BMC Asset Management to manually create or
update CIs.

Recommendation
Users of BMC Incident Management, BMC Problem Management, or BMC Change

Management use the information in CIs. This information helps them to diagnose user
problems. They can use this information to determine whether a change to a CI or the IT
infrastructure is required.
For example, a user calls in with a printing problem. A staff member using BMC Incident
Management can check a printer CI to see whether the printer is down or in repair. Or, for
example, your change manager determines that an operating system must be upgraded on certain
computers. That manager can relate those CIs to the related change request.
For more information, see the BMC Change Management or the Incident Management
documentation.
Overview of the CI form

This topic describes the different functions available from a CI form.
The CI form contains the following areas:
Navigation pane — Use the quick links in the navigation pane to page or to email contacts,
run reports, view broadcast messages, create blackout schedules, and so on.
CI Information — Use this area to specify general information about the CI and the item that
it represents. For example, you can specify the CI name, status, and number of users
affected by the item. You can specify the impact, and urgency that apply when the item goes
down.
CI tabs — Use these tabs to perform additional activities. You can relate contracts and
configurations. You can add cost, schedule, outage, and return information. You can track
work and can update areas impacted by this CI. For more information, see Working with CIs
(see page 315).
When you use BMC Asset Management to create a new CI, you can perform some tasks before
you save the CI. After you save it, or when you open a CI, you can perform additional tasks. For
example, when you create a new Computer System CI, you see only the tabs listed in the following
table:
CI tabs displayed before you save the CI
Tab Purpose See
General Categorize your CIs and specify location and lifecycle information Creating CIs (see page 323)
Specifications Specify additional information about the item, for example, environment Creating CIs (see page 323)
information and network information.
Financials Specify costs associated with owning the item.

Tab Purpose See
Working with costs (see page

442)
Work Info Add tasks that you perform against the current CI or the item that it represents. Adding work information (see
page 390)
Note: You can also access this feature from the navigation pane.
When you open a CI, depending on the CI type, you might see the additional tabs listed in the
following table:
CI tabs displayed after you save the CI
Tab Purpose See
Contracts Relate contracts to a CI. For software product CIs, release a Relating people, organizations, and groups
software license certificate to a CI. to CIs (see page 360)
People Relate people to a CI. Relating people, organizations, and groups

to CIs (see page 360)
Relationships Relate CIs to other CIs. Working with related items (see page 341)
Relationship Display components related to a computer system CI, such as Viewing relationship details for a computer
details memory, operating system, and products. system CI (see page 341)
Outage Add outage information about a CI. Working with outages (see page 347)
Impacted If the item goes down, use this tab to add areas that might be Performing additional functions on the CI
Areas affected. form (see page 358)
Costing and charge-backs

BMC Asset Management uses the Cost module to track costs associated with CIs.
This integration uses the common cost creation dialog box that is provided by the Cost module.
The fields on CI user interface forms integrate with BMC Asset Management forms to show cost
data related with a CI.
BMC Asset Management also uses the charge back functionality in the Cost module. Charge
backs are roll ups of the costs that have been incurred over a period and involved in the various
cost centers in a company. The charge back component of the Cost module generates charge
back entries, enables the financial manager to make appropriate adjustments to the costs, and
generates invoices to be sent to the individual cost centers.
IT roles for asset accounting (see page 155)

The charge-back cycle (see page 155)
About cost centers (see page 156)
About charge-backs (see page 156)
About time periods (see page 157)
Providing accounting information (see page 157)

Providing purchasing information (see page 158)
IT roles for asset accounting

When working with BMC Asset Management, the IT personnel involved in asset accounting
generally are either configuration administrators or financial managers. IT roles can vary from
organization to organization, and in some companies, one person might fulfill several roles.
Configuration administrator
The configuration administrator uses BMC Asset Management to create, track, and manage CI
records. In some companies, an asset manager performs this function.
The configuration administrator is responsible for the following tasks:
Creating, searching for, and modifying CI records. See Providing accounting information
(see page 157).
Adding and modifying costs to CI records, and charging costs to the appropriate cost
centers. See Working with costs (see page 442).
Configuration administrators add and track accounting information, such as purchasing details,
depreciation, and other costs. They use the Financials tab on the CI Information form to add and
track this information. See Working with depreciation (see page 447).
Financial manager
The financial manager tracks cost data, prepares periodic charge-back reports, and generates
charge-back invoices for cost recovery.
The financial manager is responsible for the following tasks:
Working with the application administrator to set up cost centers and charge-back
information. See Working with charge-backs (see page 452).
Generating charge-back reports, making any necessary adjustments, and then generating
charge-back invoices. See Generating charge-back reports and invoices (see page 457).
Sending charge-back invoices to departments for review, and then sending final invoices to
the accounting department.
Closing each accounting period. See Closing the current period (see page 464).
Financial managers use the Manage Costs dialog box to track costs and generate charge-back
invoices to recover costs. For more information about recovering costs, see Working with charge-
backs (see page 452).
The charge-back cycle

The configuration administrator and the financial manager complete the tasks listed in the following
table when working with BMC Asset Management.
Overview of tasks performed during the charge-back cycle

Time Role Tasks For more information
Throughout the current Configuration See Providing

period administrator Specify costs. accounting information
Charge costs to the appropriate cost centers. (see page 157).
End of the current Financial See Working with

period, before approval manager Generate charge-back reports and make any charge-backs (see
necessary adjustments, such as for unallocated page 452).
costs.
Generate preliminary charge-back invoices, and
then sends them to the appropriate business units
for verification and approval.
End of the current Financial See Working with

period, after verification manager If changes are required, make the adjustments. charge-backs (see
or approval If required, send the final invoices to the accounting page 452).
department for posting to the general ledger.
Close the current period.
About cost centers

A cost center is an entity used to track cost information within an organization. Many companies
use cost centers to group expenses by department (for example, by Engineering or Sales).
Administrators can also set up split cost centers, so that a department can allocate its costs to
other departments. You can split costs equally, or specify a percentage for each department
involved. For example, a project management department might split its costs equally between an
engineering department and a sales department. The project management department is the
source cost center, and the engineering and sales departments are the target cost centers. One
hundred dollars in costs for the project management department is allocated as $50 to the
engineering department and $50 to the sales department.
In BMC Asset Management, you can have only one level of split cost centers. For example, if you
split a source cost center called C1 into two target cost centers called C-1 and C-2, you cannot
also split C-1 and C-2 into additional target cost centers.
The application administrator can associate a cost center with an employee, a CI or a contract. If
BMC Change Management is installed, the application administrator can associate a cost with a
change request. If a cost center is associated with a CI, you can use the cost center to allocate
portions of the CI's cost to different departments.
About charge-backs
Charge-backs are invoices for charging departments or cost centers for the IT CIs required to
support their business processes. The IT group can use charge-backs to recover expenses from
departments that use their CIs or services. Charge-backs help show the value of IT services to
departments within the company who use those services. During each period, the financial
manager reviews the costs and generates a preliminary charge-back invoice for the business unit
review. Then, the financial manager sends the charge-back invoices to the appropriate business

units. When the invoices are approved, the financial manager can send them to the accounting
department to post to the general ledger.
Financial managers can generate charge-back invoices for the expenses incurred. They can also
charge an additional amount to cover the cost of their services and other indirect costs. This
additional amount is called a charge-back percentage.
For example, suppose an IT department orders a $2,000 laptop for an employee. The IT
department might generate a charge-back invoice for the employee's department for $2,000. Or,
the IT department can add a charge-back percentage, such as 10%, to the purchase price to cover
the expense of purchasing and configuring the equipment. In this example, the charge-back invoice
to the other department would be $2,200. You can add a charge-back percentage when you
generate a charge-back invoice. See Generating charge-back reports and invoices (see page 457).
About time periods

Time periods are the regular intervals during which you review costs and create charge-back
invoices. You work with the application administrator to configure BMC Asset Management with the
appropriate time periods. Time periods can be set as quarters or months. They can also be set so
that you can manually determine the start date and end date for each period.
At the end of the period, the financial manager generates charge-back invoices and closes the
period. After the period is closed, cost entries for that period can no longer be used for future
charge-backs. As a result, costs are not charged to departments more than once.
Providing accounting information

Many corporations depend on a finance department to manage and control finances and costs. IT
organizations also need accounting information to manage, calculate, and reduce the total cost of
ownership for their IT CI portfolio.
Configuration administrators provide CI accounting information in the Financials tab on the CI

Information form:
Use the fields in the Financials tab on the CI Information form to specify the cost center,
requisition ID, and other purchasing information.
Use the Cost Entries table to add costs that are associated with the CI.
For CI records, use the Accounting Information area to provide information about
depreciation, tax credits, market value, and book value.
CI Information form — Financials tab

Providing purchasing information

Use the Financials tab on the CI Information form to provide purchasing information.
To provide purchasing information
1. Open a configuration item (CI), as described in Using search (see page 304).
2. Click the Financials tab.
3. Complete the following fields:
Field name Description
Ownership Select how this asset was acquired.

type
Fixed Asset Specify whether or not this asset is a fixed asset. Selecting Yes means that this asset is a tangible
asset; for example, a computer. Selecting No means that this asset is a nontangible or liquid asset; for
example, a software package.
Cost Specify the cost center to charge for related costs. If the CI is purchased with a purchase requisition,
Center this field is already populated. For more information, see About cost centers (see page 156) and
Working with charge-backs (see page 452).
Budget Specify the budget code. Companies use budget codes to track expenses to specific categories.
Code Budget codes are used in a capital or operating budget.
Project If this cost is for a project, specify the project number.

Number
Accounting Specify the accounting code. Accounting codes correspond to an expense line in a general ledger.
Code Companies use them to track specific line items. Examples of accounting codes might include 00021:
Hardware or 00022: Software.
Requisition If the CI record was created from a purchase order, or if your applications administrator has integrated
ID a procurement program, this field is already populated.
Order ID If the CI record was created from a purchase order, or if your applications administrator has integrated
a procurement program, this field is already populated.
Invoice Specify the invoice number of the CI.

Number

Unit Price Specify the unit price. If you create the CI record from a purchase requisition or from a purchase order,
this field is already populated.
Sales Tax Specify the sales tax. If you create the CI record from a purchase requisition or from a purchase order,
this field is already populated.
Total BMC Asset Management calculates the total purchase cost by adding the values in the Unit Price and
Purchase the Sales Tax fields.
Cost
Purchase Specify the date the CI was purchased, or click to select a date from the calendar.
Date Note: This field is available on the General tab.
4. Choose your next step:

5. a. To specify costs for this record, continue with Adding costs (see page 443).
b. To specify depreciation information for this record, continue with Providing
depreciation information (see page 451).
c. To save your changes after you finish providing information for this record, click Save
in the record.
Managing inventory
You can use BMC Asset Management to track and manage configuration items (CIs) that are in
inventory and available for deployment.
For more information about working with inventory, see Managing asset inventory (see page 465).
Configuration catalog
Use the configuration catalog in BMC Asset Management to set up and manage approved
configurations in your company.
For more information on the configuration catalog, see Using the configuration catalog (see page
471).
Reports
BMC Remedy ITSM provides a variety of predefined reports to give you quick and easy access to
information about your system. Use the Report console to generate these reports. If the predefined
reports return more information than you need, you can manage the scope of the report using
qualifications. From the Applications menu, choose Quick Links > AR System Report Console to
view customized reports.
This release of BMC Remedy ITSM integrates the Crystal reports from version 7.6.00 and Web
reports from version 7.6.01. On the web interface, a number of reports are available in the Web
format. Additional Crystal reports are available only if users have a valid Crystal license and have
chosen to install them for the web at the time of installation.

Note
Customer Support can only provide limited assistance if you modify predefined reports
and have a reporting problem. In addition, there is no guarantee that BMC Customer
Support can solve problems that result from these modifications. The standard reports
included with the BMC Remedy ITSM application are designed to be used without
modification.
Warning
If your database does not support the Not Equal To argument in this format: "!=", the
content of your reports can be affected. Reports that have additional qualifications that
filter out Group By fields (for example, 'Department' != "Engineering") also filter out the
specified conditions and records that have Group By fields set to Unspecified or Null.
Check with your system administrator to determine whether your database supports this
form of the Not Equal To argument.
Requisition management
This section discusses the overview of the purchasing process. For in depth information on how to
use BMC Asset Management to create purchase requisitions to order items needed to resolve
incidents,complete change requests, or how to receive and return items represented as
configuration items (CIs), see Creating and managing purchase requisitions (see page 422).
Overview of the purchasing process
The purchasing process starts when someone requires an item that is not available in inventory.
The purchasing process involves IT personnel involved in different roles. The process ends when
the item is received and installed. The following figure illustrates the process.
Purchasing process overview

The following table summarizes the role of each person in the purchasing process:
Roles of IT personnel in the purchasing process
Role Description of role Notes
Configuration Configuration administrators submit purchase requisitions for items. If the configuration administrator asks for
administrator Although anyone with Purchasing User permission can create a installation assistance and BMC Change
purchase requisition, it is recommended that a configuration Management is installed, when the item is
administrator submits the purchase requisition. The requirement for received, a change request is created.
the purchase requisition comes from the change management The change request notifies support
process. specialists that they must install the
received items.
For example, a support specialist might work on an incident that
involves a request for new memory. Or, a change coordinator might Sometimes an item must be returned after
get a request from an IT director to upgrade all laptops in the the CI is created in the database. In this
company with the latest Microsoft Windows operating system. If the situation, the configuration administrator
item is not in inventory, the change coordinator assigns a task to can change the status of the CI to Return
the configuration administrator to submit the purchase requisition. to Vendor and create a return receipt,
await reshipment, or return the item.
When the purchased item arrives, the configuration administrator
receives and secures the item, reconciles line items of the purchase
order with the packing list or other documents, and ensures the
quality of the received item. If necessary, the configuration
administrator returns items.
Contract A contract manager or software license manager can create a None

manager or requisition for software licenses.
software
asset
manager
Purchasing The purchasing agent prices line items and routes the purchase Purchasing agents might have access
agent requisition for approval. After receiving approval, the purchasing only to the Purchasing console, which
agent places the order with the vendor for items on the purchase provides access to purchase requisitions
order. and purchase orders.
Approver The person responsible for approving or rejecting the purchase None
requisition is typically a manager.

The following table summarizes the tasks each person performs to complete the purchasing
process:
Tasks each person performs to complete the purchasing process
Sequence Role Tasks For more

information
1 Configuration Use the configuration catalog to check inventory for current items. If the Using the
administrator items are available, reserve them to be removed from inventory. configuration
catalog (see
page 471)
If the items are not available, create a purchase requisition to order Creating
1a Configuration those items. For software, a contract manager or software asset purchase
1b administrator manager creates a purchase requisition for software licenses. requisitions (see
Contract page 422)
manager or To add line items to the purchase requisition, use either of the following
software methods:
asset
manager — Search the configuration catalog for the items that you need. Add the
items from the catalog.
— Manually add the line items.
Provide information about billing, shipping, and accounting codes, and

indicate whether installation is needed.
If entering the line items manually, route the purchase requisition to

purchasing for pricing. If pricing is not needed, route the purchase
requisition for approval.
2 Purchasing agent Receive the purchase requisition from the configuration administrator,
price the line items, and then route the requisition for approval. Pricing
purchase
items (see
page 428)
Submitting
the
purchase
requisition
for
approval
(see page
429)
3 Approver Approve or reject the purchase requisition.

Approving
If the purchase requisition is rejected, it is routed back to the the
configuration administrator for any changes, and then it is resubmitted purchase
for approval. After the purchase requisition is approved, the purchase requisition
requisition generates a purchase order. (see page
430)

Sequence Role Tasks For more

information
Modifying
rejected
purchase
requisitions
(see page
432)
4 Purchasing agent Order line items on a purchase order. For example, for a line item for a Placing a
Dell monitor and a Gateway computer, the purchase requisition is split purchase order
into two purchase orders. Each purchase order indicates a single (see page 436)
supplier (Dell and Gateway). The purchasing agent modifies any cost
center information or accounting information. The purchasing agent then
places the order with the suppliers. You can place order using email,
BMC Asset Management web services, or a manual method, such as
fax. If an Enterprise Resource Planning (ERP) integration is present, the
ERP information can be passed back to BMC Asset Management, and
includes the purchase order number, invoice number, shipping
information, and so on.
Software license purchases typically do not require physical shipment.

Other line items on the purchase order, however, might be for the
physical media.
5 Configuration After receiving items, use the Receiving console to verify receipt of the Receiving and
administrator correct line items from the supplier. returning
purchase items
Determine whether any of the items received needs to be returned. If so, (see page 438)
record what is being returned, the date the item will be returned, the
quantity to be returned, and the reason for the return. Contact the
supplier and await reshipment.
If the items are being returned and not replaced, the system updates the
line item quantities on the purchase order and original purchase
requisition to reflect this, and also updates the purchase order amount.
Record which items are received or partially received. The

corresponding CIs are created in BMC Atrium CMDB and can be
accessed in BMC Asset Management.
Fifteen days after all the items are received, the purchase order and
purchase requisition are closed.
User goals and features

The information in this section is for an administrator. It describes how to use BMC Asset
Management to manage assets within the organization throughout their lifecycle.
This page provides an overview of user goals, especially related to business problems, and how
they are addressed by the features in the product.

Creating and managing purchase requisitions (see page 422)

Working with costing and charge-backs (see page 442)
Managing asset inventory (see page 465)
Using the configuration catalog (see page 471)
Working with reports (see page 495)
For use case information about this product, see User scenarios (see page 99).
Use cases
This section describes common BMC Remedy IT Service Management user scenarios that you
encounter as IT support staff. Calbro Services user personas help to illustrate the user scenarios.
The typical steps described by these user scenarios are in keeping with BMC best practices as
outlined by BMC Service Management Process Model (BMC SMPM).
The user scenarios indicate people that are included with sample data. For each of these people,
the user name is the person's first name, and the password is password.
The user scenarios do not necessarily refer to specific Calbro Services sample data (for
information about Calbro Services, see Calbro Services company example (see page 53)). To
follow the user scenarios, in some instances, you might need to create your own sample data (for
example, bulk inventory CIs). In addition, you might need to grant additional permissions to certain
users.
Consult the following use cases for information on how to achieve value with the product BMC
Asset Management.
Related topics
Getting started (see page 49)
Use case Business value Products used
Purchasing software and assigning a license (see Managing licenses more accurately. BMC Asset Management
page 100)
Scheduling regular maintenance on a network Managing assets and setting up required BMC Asset Management,
printer (see page 101) maintenance schedules for them. BMC Change Management

Use case Business value Products used
Purchasing a laptop for a new employee (see page Automating purchase requisition for BMC Asset Management,
103) common hardware requirements. BMC Change Management
Investigating inaccurate CI data (see page 105) Ensuring that complete and accurate BMC Asset Management
information about the organization's assets.
Making sure that scheduled changes to CIs do not Reducing the impact of asset changes to BMC Asset Management
impact business services (see page 105) business services.
Setting up the Software License Management Discover and manage licenses across the BMC Asset Management
process (see page 107) organization.
Planning
This section contains information about the following planning issues:
BMC Asset Management user permissions (see page 165)

BMC Atrium Core permissions (see page 171)
For more information on planning for your installation, localization, and system requirements, see
Planning in the BMC Remedy IT Service Management Suite online documentation.
BMC Asset Management user permissions

This section describes the permissions and authorizations required by BMC Asset Management
users.
The following topics are discussed:
Asset Management permissions (see page 165)

Contract Management permission model (see page 170)
Cost module permission model (see page 171)
Related link (see page 171)
Asset Management permissions

Permissions Description Application
user
license
type
Asset Users with Asset Admin permissions can perform all of the Asset Inventory functions as well as the Fixed or
Admin following Asset Management functions: Floating
Create, modify, and administer contracts.

Create and modify license certificates from the Service Activation Management console.
Create and modify CIs
Create and modify CI Unavailability records (also referred to as Outage records).
Manage configurations.


user
license
type
Manage schedules.
Manage costs.
Perform bulk update functions.
Configure costing and charge back periods from the Application Administration console.
Note
This permission does not grant access to purchasing or receiving functions.
Recommendation
Grant these permissions only to individuals playing a Configuration Administrator

role.
Users with Asset Admin permission have full access to contracts and SWLM
features, which means they do not need any other Contract permissions unless they
must create new Contract Types (this ability is given with Contract Admin
permissions) or configure certain aspects of SWLM (this ability is given with
Contract Config permissions).
A person with Asset Admin permissions does not need Asset User and Asser Viewer
permissions.
Asset User Users with Asset User permissions can perform all of the Asset Inventory functions as well as the Fixed or
following Asset Management functions: Floating
Create and modify contracts.

Create, modify, and delete the following within a CI record to which the user has access (but
they cannot perform these functions from the Asset Management console):
Contracts
Configurations
Costs
Outages
Returns
Schedules
Asset Admin permission is required to access inventory management and bulk update
features.
Note
This permission does not grant access to the following functions:

Inventory management
Bulk update
Purchasing
Receiving
Recommendation


user
license
type
Grant these permissions to individuals who are directly supporting specific

CIs and who must update CI attributes and relationships.
The Asset User permissions do not have equivalent permissions to the Contract User
permissions group. If a user requires the ability to either modify license certificates or
manage License jobs as part of SWLM, then they must also be given Contract User
permissions.
A person with Asser User permissions does not need Asset Viewer permissions.
Asset Users with Asset Viewer permissions have access to all of the Asset Inventory functions as well as None
Viewer the following Asset Management functions:
Read access to contracts.

Read access to the following areas within a CI record:
Contracts
Configurations
Outages
Schedules
Note
This permission does not grant access to:

Inventory management
Bulk update
Cost management
Purchasing
Receiving functions
Software Asset Management console
Recommendation
Grant these permissions to all Support personnel (that is, users who do not
already have the Asset Admin or Asset User permissions). Having access to
CI information is vital for most ITIL processes.
Note
Asset Viewer permissions are automatically granted when assigning any of

the following permissions:
Incident User
Incident Master
Problem User
Problem Master
Infrastructure Change User
Infrastructure Change Master
Infrastructure Change Config
Release Config
Release Master


user
license
type
Release User
Task Manager
Task User
Purchasing User
Contract Admin
Contract User
Contract Viewer
Request Catalog Manager
Asset Users with Asset Config permission have access to all of the Asset Inventory functions as well as Fixed or
Config the following Asset Management functions: Floating
Configuring CI depreciation criteria

Configuring CI notifications
Configuring CI Unavailability status
Configuring License Types
Configure Inbox preferences for SWLM
Configuring License Engine for SWLM
Configuring Asset Management rules
Configuring CI Unavailability priority
Setting up server info for AR System License Type for Software License Management
(SWLM).
Recommendation
Grant these permissions only to individuals who administer the Asset Inventory and
Asset Management system (that is, to someone who acts as an Application
Administrator).
Users with Asset Config permission do not need Contract Config permissions.
Purchasing Users with Purchasing User permissions can access the following functions within the BMC Asset Fixed or
User Management application: Floating
Create and modify purchase requisitions that are assigned to the user's support group (this
includes line items).
Create and modify purchase orders.
This permission grants access to only the purchasing functions (excludes receiving) and does
not provide any access to areas where an 'Asset' or 'Contract' type permission are required.
Recommendation
Limit the use of these permissions to individuals who perform the following roles in
the Asset Management Purchasing feature:
Configuration Administrator — These individuals might must submit purchase
requests issued through the Change Management process
Purchasing Agent


user
license
type
Receiving Users with Receiving User permissions can access the Receiving console to receive CIs from the None
User Purchasing system.
Recommendation
These permissions grant access only to the receiving functions. Therefore, grant them only
to people who use the Asset Management Purchasing feature, for example, Purchasing
Agents.
Contract Users with Contract Admin permissions can perform the following functions: Fixed or
Admin Floating
Create and modify all contracts from the Contract console.
Create and modify license certificates from the SAM console.
Configure new Contract Types from the Application Administration console.
Manage license jobs from the SAM console.
Recommendation
Grant these permissions to people who need full access to the Contract
Management features, but who don't need the full Asset Management access given
by the Asset Admin permissions group.
Note
A user with the Asset Admin permission can do everything that a user with Contract
Admin permission with the exception of creating new Contract Types.
Contract Users with Contract User permissions can perform the following functions: Fixed or
User Floating
Modify public contracts from the Contract console.
Modify internal contracts from the Contract console (if the user belongs to the Support Group
that manages the contract).
Create and modify license certificates for contracts they have access to from the SAM
console.
Manage license jobs from SAM console.
Recommendation
Grant these permissions to individuals who need controlled access to create and
modify contracts, but who do not require access to modify CI information. If a user is
also needs to modify CI information, you should also give them Asset User
permissions.
Contract Users with Contract Viewer permission can view all contracts from the Contract console. None
Viewer
This permission does not grant access to the SAM console.


user
license
type
Recommendation
Grant these permissions to individuals who require view access to contracts.
Note
The Asset Viewer permission grants the same type of access to contracts and CI
information as the Contract Viewer permission.
Users with Asset Viewer permissions do not also need Contract Viewer permissions.
Contract Users with Contract Config permission can perform the following functions: Fixed or
Config Floating
Configure License Types.
Configure Inbox preferences for SWLM.
Configure the License Engine for SWLM.
Configure Asset Management rules.
Set up server information for the AR System License Type for SWLM.
Note
This permission does not grant access to the SAM console.
Recommendation
Grant these permissions to individuals who must only configure Software Licence
Management (SWLM) features.
Note
If a user has Asset Config permission they do not need Contract Config
permissions. This is because, the Asset Config permissions group can configure the
same SWLM features that the Contract Config permissions can configure.
Typically, an Application Administrator requires this set of permissions.
Contract Management permission model

Contract Management permission groups are defined as computed groups in the Group form. Each
Contract permission group is mapped to an Asset permission group to support the deployable
application functionality. To remove specific users from the computed group, remove the BMC
Asset Management groups for each Contract permission group to make each Contract permission
group stand alone.

Cost module permission model

The cost module uses the following permissions:
Cost Viewer — Can only view cost data

Cost User — Can add costs
Cost Manager — Can update and manage the charge back process
Related link
BMC Atrium Core permissions (see page 171)
BMC Atrium Core permissions

BMC Atrium Core permissions control user access to BMC Atrium CMDB and the Definitive Media
Library. The following sections list the available permissions. For additional information about BMC
Atrium Core permissions, see BMC Atrium Core permission roles within applications (see page 171
).
BMC Atrium CMDB permission model (see page 171)

Definitive Media Library permissions (see page 171)
BMC Atrium CMDB permission model

BMC Remedy AR System groups data in the BMC Atrium CMDB to make viewing easy, as follows:
CMDB Data View (computed group)

CMDB Data Change (computed group)
The following list shows the BMC Remedy AR System roles:
CMDB Data View — On every class attribute with View permissions

CMDB Data Change — On every class attribute with Change permissions
The following list shows additional BMC Remedy AR System permissions:
Read Security (dynamic group) — On every class attribute with View permissions
Write Security (dynamic group) — On every class attribute with Change permissions
Assign Group (field 112) — On the Request ID with View permissions
These permissions are mapped to roles that are defined for BMC Asset Management as a
deployable application.
Definitive Media Library permissions

The permissions related the the Definitive Media Library (DML) in the BMC Atrium Product Catalog
are as follows:

Level 1 DSL Administrator — Can define and modify product dictionary and software library
item definitions
Level 2 DSL User — Can view product dictionary and software library item definitions
Installing
Refer to the BMC Remedy ITSM Deployement online documentation for consolidated installation
, uninstallation , andupgrade procedures for all of the components in the BMC Remedy IT
Service Management (ITSM) Suite.
Refer to the Installation sections in the BMC Remedy with Smart IT version 1.4 online
documentation for more information about installing BMC Remedy with Smart IT.
Configuring after installation

This section includes information about tasks that the user or administrator must do before using
the product (or part of the product) to perform user goals.
Application administrators use the Application Administration console to configure the BMC Asset
Management application.
BMC Asset Management settings (see page 173)

Setting up server information for the BMC Remedy AR System license type (see page 175)
Configuring the reconciliation engine (see page 176)
Synchronizing the BMC Asset Inventory forms with BMC Atrium CMDB (see page 176)
CMDB Class Manager Console (see page 178)
Configuring inbox preferences (see page 178)
Configuring the license engine (see page 180)
Configuring Asset Management rules (see page 182)
Configuring CI options (see page 185)
Configuring the approval process for CI configurations (see page 190)
Creating contract types (see page 191)
Configuring license types (see page 192)
Configuring email-based approvals (see page 269)
Configuring processor multipliers (see page 273)
Enabling chat, Twitter notifications, and RSS feeds (see page 274)

BMC Asset Management settings

You use the Asset Management Settings form to configure what happens when a configuration
item (CI) is saved in a particular dataset. These settings include designating the sandbox and
production datasets.
Understanding the sandbox and production datasets (see page 173)

Configuring BMC Asset Management settings (see page 173)
Understanding the sandbox and production datasets

When multiple sources update the BMC Atrium Configuration Management Database (BMC Atrium
CMDB), there must be some control on how the data is updated so that BMC Atrium CMDB does
not become loaded with unintended data. BMC Atrium CMDB and BMC Asset Management
provides a control mechanism: the sandbox dataset.
BMC Asset Management is installed with the sandbox dataset set to BMC.ASSET.SANDBOX and
the production dataset set to BMC ASSET.
An administrator defines what sources of updates have the most appropriate information to load
into the production data, and can disable the sandbox. Users do not make changes directly to
production data, unless the sandbox is disabled. When a user modifies data, the data flows
through a temporary storage area (the sandbox dataset), and then runs through the Reconciliation
Engine. The Reconciliation Engine determines which modified attributes to also modify into the
production data.
Note
During reconciliation, some updates might not get updated in the production dataset. The
system can be configured to treat another data source as a higher precedence than the
data being entered through BMC Asset Management. If two data sources make updates,
the data source with the highest precedence determines the production dataset.
For more information about the BMC Atrium CMDB, see BMC Atrium Core architecture and
features. For more information about the sandbox dataset, also referred to as an overlay dataset,
see Sandbox views and datasets.
Configuring BMC Asset Management settings

1. From the Application Administration Console, click the Custom Configuration tab.
2.
2. From the Application Settings list, choose Asset Management > Advanced Options > Asset
Management Settings, and then click Open.
The Asset Management Settings form appears.
3. On the Asset Management Settings form, to show the current settings, click Show Settings.
4. From the Action on CI Submit, select one of the following options:
Modify Individual — The CI form closes and then reopens in modify mode.
None — The CI form remains open in submit mode after the CI is submitted.
5. From the Dataset Name list, select the production dataset for the application.
6. From the Sandbox Dataset Name list, specify the sandbox dataset.
Note
If multiple sources of data provide updates to BMC Atrium CMDB, you must
specify a sandbox dataset.
This dataset is used to stage updates to a production dataset. You are required to use
reconciliation rules to move the data to production.
Note
If you change the production or sandbox datasets on this form, in the

Reconciliation Engine you must update the underlying reconciliation rules BMC
Asset Management - Sandbox" to use the new datasets. Without this change, the
data cannot be reconciled to the new production or sandbox datasets.
If you use a sandbox dataset, BMC Asset Management users cannot set their application
preferences to display the CI immediately after creating it.
7. If the sandbox dataset is used in a development-to-production environment, select Yes from
the Sandbox Enabled list. The default is No.
Note
If the Sandbox setting is set to Yes (Asset Management Settings AST:

AppSettings) and in the BMC:ASSET.SANDBOX dataset if you want to be able to
submit CIs with categorization that is unapproved in the Product Catalog, and be
able to merge the changes into the golden dataset, then in the Normalization
Dataset Configuration (NE:DatasetOptions) form, change UnapprovedHandling
from Reject to Accept for the BMC:ASSET.SANDBOX. If you want only CIs
created with approved categorization to be merged to the golden dataset, keep the

Reject setting. You can create the CI (with unapproved categorization) in BMC:
ASSET.SANDBOX, but the changes will not be moved to the golden dataset. In
this case you will need to change the Product Catalog entry to Approved before
creating CIs with that categorization so the categorization is supported.
8. From the Sandbox Job Calls for People list, select the sandbox dataset reconciliation
method for People to CMDB Person. The options are:
Inline — Calls are processed immediately.
Scheduled — Calls are processed in accordance with any sandbox schedules.
System Default — The client type is used to automatically detect the method for
sandbox job calls.
9. From the Server Date Format list, select the date format to use when calculating CI
depreciation dates.
This setting must match the date format on the BMC Remedy Action Request System (BMC
Remedy AR System) server. If you change this setting, you must restart your BMC Remedy
AR System server.
Note
If the date format does not match the BMC Remedy AR System server date
format, then there can be errors when calculating CI depreciation dates.
10. From the Default Company list, select a company name.
Note
When multi-tenancy mode is enabled, a default company must be configured.
11. To save the settings, perform one of the following steps:

If you are saving the settings for the first time, click Add.
If you are modifying existing settings, click Modify.
Setting up server information for the BMC

Remedy AR System license type
Perform the following procedure to set up server information for BMC Remedy AR System fixed
and floating license types.

To set up BMC Remedy AR System server connection

information
1. From the Application Settings list, choose Asset Management > Advanced Options > Setup
Server Info for AR System License Type, and then click Open.
The AR Server Connection Info form is displayed.
2. Enter the BMC Remedy AR System server name in the Server field.
3. Type your username name in the Login field.
4. Enter your password.
5. Enter the port number for the server.
6. Click Save.
Configuring the reconciliation engine

The BMC Asset Management application uses the Reconciliation Engine to accomplish the
following tasks:
Reconcile the sandbox dataset, if you configured one, against the production dataset, as
described in BMC Asset Management settings (see page 173).
Delete CIs that you selected to be deleted, as described in Deleting CIs (see page 190).
If you have Atrium Core installed, you can configure the Reconciliation Engine options from the
BMC Atrium Core Console. To access this option, from the Application menu, choose Atrium Core
> Atrium Core Console.
You must be a BMC Remedy AR System or BMC Atrium administrator, or have Config
Categorization Admin permissions to access this option.
For more information about the Reconciliation Engine, see Reconciling data (see page 176) in the
BMC Atrium Core documentation.
Synchronizing the BMC Asset Inventory forms

with BMC Atrium CMDB
For new classes added in the BMC Atrium CMBD that are relevant to BMC Asset Management,
corresponding BMC Asset Inventory forms are required. The synchronization process updates the
BMC Asset Inventory forms to include forms for any new classes added to the BMC Atrium CMDB.

To synchronize BMC Asset Inventory forms with BMC Atrium

CMDB
2. From the Application Settings list, choose Asset Management > Advanced Options > Sync
Asset UI with CMDB, and then click Open.
Note
When a custom class is created, it will inherit the UI from the parent AST form.
However, when you add fields on your new class, fields appear on a hidden
"custom" tab. You must move the fields to another area on the form in order to see
and use them.
3. On the Sync Asset UI with CMDB form, click Class Name, and then select the BMC Asset
Inventory form (Class Name) to synchronize with BMC Atrium CMDB. From this form you
can call the CMDB2ASSET function.
4. Then click Update Asset UI and the system will generate or update Asset UI for the CMDB
class and any subclasses of it. The class and its subclasses will be updated with any
changes in the BMC Atrium CMDB.
5. To create an BMC Remedy Asset Inventory form, enter the form name in the Schema Name
field.
6. In the Update Changes From Date field, optionally enter the starting date and time for the
changes to be updated. Leave blank to include any changes that occurred after the last
update.
7. Set the Has Asset UI field to Yes, to make the class available in the BMC Asset
8. In the Proper Name field, enter the name to appear in BMC Asset Inventory forms.
9. Click Update Asset UI or Update ALL.
Notes
If you do not want to display certain relationships available from the menus (when
relating one CI to another CI) then set the Show In Menu field to No.
If you open the Schema Names form directly, it will display in Administrator view by
default. This view has Asset Management and Form Lookup tabs visible at the
bottom of the screen. The fields on the Asset Management tab are no longer used
by the Sync UI, however they are still in use by some menus and workflow. A
detailed description of the fields are shown in the following tables.

Asset Management tab fields Description of fields used by BMC Asset Management records
Contracts Used in menus
People Used in menus and workflow
Configuration Used in menus and workflow
SLM Obsolete
Schedule Not Used
Financials Used in workflow
Depreciation Used in menus and workflow
Outage Used in workflow
Return Used in workflow
Purchase Requisition Used in menus and workflow
In Inventory Used in menus and workflow
Form Lookup tab fields Description of fields used by all application records
Form Code Used in workflow name specific to the form
User Defined Prefix Used by Incident
Locale Field-id 179 used to store the record locale
Workflow Transition Tag Used in menu
Generated Entry ID Indicates main field for identifier
Status Field ID Indicates which field tracks the state of the form
Data Tags Stores a tag that identifies the system the form belongs to
CMDB Class Manager Console

You can use the CMDB Class Manager Console to view and manage the data model. The classes
that you view represent CIs and relationships.
To access this function, from the Application Administration Console, choose Asset Management >
CMDB Class Manager Console > CMDB Class Manager Console, and then click Open.
For detailed information about this console, see Class Manager component of BMC Atrium CMDB
(see page 178) and Opening Class Manager and viewing classes (see page 178) in the BMC
Atrium Core documentation.
Configuring inbox preferences

The inbox is used to track events that individuals need to take care of. Events can include:

Contracts that have expired or are about to expire.

Software license certificates that are not compliant or are approaching noncompliance.
Software license certificates that have expired or are about to expire.
Summary results of the engine run.
List of new CIs that are linked to software license certificates.
A rule from the Job History form that does not complete successfully.
Events from the exception table, which can be pushed to the inbox.
From the inbox, you can indicate whether you have dealt with a message. To view the applicable
contract or certificate, select the message and click View.
This topic describes how to set up preferences for the inbox. For more information about using the
inbox, see Functional areas of the Contract Management console (see page 296).
To configure inbox preferences

2. From the Application Settings list, choose Asset Management > Advanced Options > Inbox
Preferences, and then click Open.
The Inbox Preferences form is displayed.
3. Select the request type.
All of the request types for contracts, certificates, and jobs are available for selection. When
you select a request type, the Event Type field is populated with values. The following table
describes the event types that are available based on the request type that you select:
Request type value Corresponding event types
Lease Expiring
Maintenance Expired
Master Contract
Support
Warranty
License Management Exceptions Certificates Connected with CIs

Certificates Out of Compliance
CIs with Multiple Certificates
CIs without Certificates
Job Runs Completed with Errors
Job Runs Completed with Warnings
License Certificate or Software License Expiring

Expired
Not Compliant
4. Based on the request type that you selected, select an event type.
5. Select an importance:
High — Specifies the highest level of importance
Medium — Specifies a middle level of importance
Low — Specifies the lowest level of importance
6.
6. Select an attention flag:

Needs attention — Specifies that the contract or license certificate requires that
action be taken. This is the default status when a license certificate or contract is
created.
Dealt with — Indicates a status of Dealt with, which is set from the More Details
dialog box that is displayed from a license certificate or contract
Informational — Specifies that no action is required
7. Select a view access:
Public — Specifies that events can be seen by everyone who belongs to the specified
company
Group — Specifies that events can be seen only by individuals in the specified
support group
Individual — Specifies that events can be seen only by individuals within the specified
support group
8. Select a company.
9. Select a status.
10. Fill in the support company, organization, and group fields.
11. Click Save and then click Close.
Configuring the license engine

The license engine connects CIs to software licenses and checks compliance of certificates. The
license engine needs to be run to process license types and actions that you configure as
described in Configuring license types (see page 192).
Certain parameters that you can configure control:
The language in which the rules engine runs

Memory retrieval page size
Type and level of information captured in the log file
To configure the license engine

2. From the Application Settings list, choose Asset Management > Advanced Options >
License Engine Configuration, and then click Open.
The License Engine Configuration form is displayed.
3. Enter the language in which the engine is to run, which determines the language used by
the exception table.
The default is EN for English.
4. Select the maximum page retrieval size for memory swapping.
This parameter can help control the performance of your system. The higher the page
retrieval size the better the performance of the rule engine.
5.
5. Select the maximum cache size for the rule engine's performance.
If the cache size you select is higher the performance of the rule engine will be better.
6. Select the type and level of information you want to be written to the log files when the
engine runs.
By default, this is set to ERROR. If you are in the process of debugging you must set the log
level to DEBUG. The different types of log levels are as follows:
ERROR — Displays only error messages. (This is the default log level.)
WARN — Displays only error and warning messages
INFO — Displays start and stop actions with basic information
API — Displays API calls and counts of returned results
DEBUG — Displays granular details of each call (for example, Form name, Number
of Records returned, Entry Values, Updated record count, and so on)
Note
Setting the log level to DEBUG can degrade the performance of the rule
engine.
7. Enter a customized path for the software license management (SWLM) log file, or leave the
default path.
The default path is C:\Program Files\BMS
Software\ARSystem\ARServer\Db\SWLMFilter.log.
Click View to display the log file.
Note
To view a sample log file, click Log file. BMC recommends that you read this log
file action by action. For example, look at Start loop action and then look at the
End loop action.
8. Select the maximum size (in kilobytes) of the SWLM log file.
The default size is set to 5000 KB.
Note
When the log file reaches the maximum size, the system will create up to five
backup log files. These log files will be incremented with a number. For example if
your log file is called SWLMFilter.log, the first back up log file will be called
SWLMFilter.log.1.
9.
Configuring Asset Management rules

This section describes how to use the Asset Management rules to:
Configuring the assignment method for automatic assignments (see page 182)
Configuring license certificates (see page 183)
Configuring the license engine to run (see page 184)
Configuring the assignment method for automatic assignments

You use the Configure CI Rules form to configure the method of assignment used to automatically
select an assignee (not the assigned support group, but the individual within the group) for
purchase requisitions in the BMC Asset Management application.
Each company defined in the Company form can have its own assignment rules.
You can configure assignment for one company, or you can define it for all companies using the
Global option. When the BMC Asset Management application uses assignment, for example, when
assigning a purchase requisition for assignment, the BMC Remedy Assignment Engine checks the
assignment rules for the requester's company. If no rules are found, it uses the rules defined for
Global.
You can also use this form to set up preferences for automatically running the engine. For more
information see Configuring the license engine to run (see page 184).
To configure assignment rules for the BMC Asset Management application
2. From the Application Settings list, choose Asset Management > Advanced Options > Rules,
and then click Open.
The Configure CI Rules form is displayed.
3. Click the Assignment tab.
4. On the Configure CI Rules form, from the Company list, select the company for which you
want to configure assignment, or select the Global option.
Selecting Global configures assignment for all companies.
5. To enable assignment, select Yes for Assignment Engine Integration.
6. From the Assignment Process list, select the default process for the assignment.
The options are as follows:
Asset General Assignment - Capacity— Capacity in the BMC Remedy Assignment
Engine is a ratio-based assignment method.
Example

You have two assignees, Assignee A and Assignee B. In the People form, there
is a field to set up a capacity number for a person. You can use any number. For
example, if you assign Assignee A the number 100 and Assignee B the number
200, Assignee B can handle twice as many assignments as Assignee A. The
BMC Remedy Assignment Engine assigns records (for example, purchase
requisitions or tickets) to Assignee A every time two records have been assigned
to Assignee B.
Specify the capacity for each support staff person in the Capacity Rating field on the
people form. See Adding a support staff person.
Asset General Assignment - Number — Tracks the number of tickets assigned to the
person. The number assignment process selects the person with the least number of
tickets already assigned.
Asset General Assignment - Round Robin — Tracks the last time the person received
an assignment. The round robin assignment process selects the person who was
least recently assigned an incident.
7. Optionally, enter a description.
8. For Status, select Enabled.
Related topics
Configuring license certificates (see page 183)

Configuring the license engine to run (see page 184)
Configuring license certificates

This procedure describes how to configure preferences for license certificate creation.
To configure license certificate preferences
3. Click the License Certificate tab.
4. From the Auto Receive Certificate list, select one of the following options:
Yes — If you select Yes, when a purchase order is placed, it will automatically
receive the certificate immediately after the purchase request is created. You do not
have to go into the Receiving Console to receive the certificate. The full amount is
automatically received.
No — If you select No, you must go into the Receiving Console and manually receive
the certificate. You cannot receive a partial quantity for Software types.
5.
5. Specify breach levels.

When a certificate is created, it uses the percentages set here to automatically calculate
Breach Level 1 and Breach Level 2 based on the stored percentage values.
Configuring the license engine to run

This procedure describes how to configure the license engine to run when you want it to and to
perform the correct functions.
The license engine needs to run to:
Associate orphaned CIs with contracts

Remove expired CIs from the system
To run the license engine
3. Click the License Engine tab.
4. Select the LIVE run tag name from the drop-down list.
This is a mandatory field.
5. Select the options to specify how and when CIs should be dropped:
a. If you want to drop CIs after they have expired when the license engine is run, select
Drop CIs after License Expiry.
b. Select the number of days after their expiry date when the CIs should be dropped.
c. From the Run Engine? list, select whether you want the license engine to run.
The default is Yes. When you select Yes, the engine runs against both connection
and compliance rules.
6. Select whether or not you want the license engine to be triggered to run when changes or
deletions have been made to CIs and certificates.
The default is No.
7. Select whether or not you want a prompt to run the license engine when a certificate is
modified.
If you select Yes, on modification to key attributes or adding or removing CI associations,
the system prompts you to run the license engine. The default is set to No.
8. Select whether you want to run the license engine on license release.
If you select Yes, on reconciliation or automatic update of a license certificate, the license
engine will run automatically. The default is No.

Configuring CI options
This section describes the options available for configuring CI. The following topics are discussed:
Configuring CI notifications (see page 185)

Configuring CI depreciation criteria (see page 186)
Configuring the unavailability status for a CI (see page 187)
Configuring the priority of a CI unavailability record (see page 188)
Configuring and managing bulk CI reorder level and lead time specification (see page 189)
Deleting CIs (see page 190)
Configuring CI notifications
When the status code for a CI changes, the status code value is automatically compared with the
contents of the Configure CI Notifications form. You use this feature to configure CI notifications so
that when a CI's status is set to a particular option, the person who uses, manages, or supports
(and so on) the CI is notified. When a match is found, the appropriate person on the CI is notified of
the status change. The notification is sent by the method specified in the People form. CI
Notifications can be configured, for example, to notify the people when the computer systems they
support go down.
To create CI notifications
2. From the Application Settings list, choose Asset Management > Advanced Options > CI
Notifications, and then click Open.
The Configure CI Notifications form appears.
3. From the CI Status list, select a status.
To create a CI notification to notify support people when computer systems go down, select
Down.
Tip
You can click Select Notifications to view the list of all combinations of CI
notifications stored in the Configure CI Notifications form.
4. From the Who to Notify list, select who should be notified based on whether they own,
support, or created (and so on) the CI.
To continue with the example, select Supported By.
5. From the CI Type list, select the type of CI this notification is based on.
For example, if you select a CI Type of Computer System, the notification applies only to
computer systems.
6.
6. Optionally, you can further restrict the notification based on company and product
categorization by performing the following steps:
a. From the Company list, select the company to which the CI belongs.
To continue with the example, select Calbro Services.
b. From the Categorization Tier lists, select the categorization structure of the CIs you
want to flag for notification.
To continue with the example, select Hardware for Product Categorization Tier 1,
Processing Unit for Product Categorization Tier 2, and Other Type of Processing Unit
for Product Categorization Tier 3.
c. Select values for Product Name and product Model/Version.
7. Click Add to create a notification for this CI categorization combination.
8. Repeat the procedure to create notifications for each combination of CI status and person
who should be notified.
To modify or delete CI notifications
Notifications, and then click Open.
3. On the Configure CI Notifications form, click Select Notifications.
The Select Existing Notification dialog box is displayed listing the various notification
combinations configured for your site (including default notifications).
4. Select the notification to modify or delete and click Select.
The selected notification information is added to the form.
5. Perform one of the following actions:
Edit any of the fields and click Modify.
Click Delete to delete the notification.
Configuring CI depreciation criteria

The CI Depreciation Criteria Configuration feature enables you to define the default depreciation
method to use for a specific CI categorization, including CI type, region, and status.
To configure depreciation criteria for a specific CI categorization
Depreciation Criteria, and then click Open.
The Configure Depreciation Criteria form appears.
3. On the Configure Depreciation Criteria form, from the CI Type list, select the CI type for
which you are configuring depreciation.
If you select a CI type of Computer System or Mainframe, the Primary Capability list
becomes available.
4.
4. From the Primary Capability list, optionally, select the primary capability of the CIs for which
you are configuring depreciation.
For example, choose whether this is depreciation that applies to CIs that are primarily
routers, access servers, or mobile user devices.
5. From the Company list, select the company that contains the CIs you want to configure
depreciation for.
6. Using the Categorization Tier lists, categorize the CI to which this depreciation applies.
7. In the Region field, optionally enter or select a region.
8. From the Status list, select Active or Inactive for this depreciation criteria.
9. From the Method list, select the depreciation method to use for this category of CIs.
For more information about depreciation methods, see Providing depreciation information
(see page 451).
10. In the Useful Life (months) field, enter the number of months this category of CIs is
expected to be in use.
11. In the Salvage Value % (% of Purchase Cost) field, optionally enter the estimated
percentage of the total purchase cost that this category of CIs will realize at the end of its
useful life.
12. Click Add.
To modify or delete depreciation criteria for a category of CIs
Depreciation Criteria, and then click Open.
3. Click Select Depreciation Criteria.
The Select Depreciation Criteria form appears.
4. In the Select Depreciation Criteria dialog box, select a category of CIs to modify or delete,
and click Select.
5. Perform one of the following steps:
Edit any of the fields and click Modify.
Click Delete to delete the category of CIs.
Configuring the unavailability status for a CI

Use this feature to configure whether a CI is determined to be down or up, depending on its status.
For example, if a CI is being assembled, you might want to configure it to be down while it is in
production. You must have a Fixed BMC Remedy AR System license to update the CI
unavailability status.
To configure the unavailability status for a CI
2.
Unavailability Status, and then click Open.
The Configure CI Outage form appears.
3. From the CI Status list, select the CI status for which you want to configure unavailability.
4. From the Outage Definition list, select Down or Up.
5. Click Add.
Tip
You can click Select From Existing Definition to select a previously defined
unavailability status from the list displayed.
Configuring the priority of a CI unavailability record

Perform this procedure to configure the priority of a CI unavailability record based on the
unavailability class (Incident or Change) and type (scheduled or unscheduled).
The Company field on this form is disabled to allow for a global priority mapping only.
To configure unavailability priority
Unavailability Priority, and then click Open.
The Configure CI Unavailability Priority form appears.
3. On the Configure CI Unavailability Priority form, from the Unavailability Class list, select
Incident or Change.
4. Select the unavailability type for which you are configuring the priority from the following
options:
Scheduled Full — This indicates plans to take a CI out of service, typically during a
scheduled change.
Scheduled Partial — This indicates plans to change the CI, but not to take it out of
service. The CI performance will suffer some degradation during the duration of the
change.
Unscheduled Full — The CI is experiencing a complete service outage that was not
planned.
Unscheduled Partial — The CI is experiencing a service degradation that was not
planned.
5. From the Priority list, select a priority.
6. For Status, select Enabled.
7. Click Save.

Configuring and managing bulk CI reorder level and lead time

specification
The bulk CI reorder level and lead time specification configuration feature applies to the BMC
Asset Management application and uses CIs in the BMC Incident Management and BMC Change
Management applications.
This configuration feature is used to configure reorder information for bulk CIs. When using this
configuration feature, you can specify at what level (or quantity) an item for the specified
categorization combination should be reordered. For example, you might want to reorder printer
cables when their quantity drops to 20. In addition, you can also specify the number of lead days
needed to reorder that particular bulk CI. This information is used to prefill the Inventory
Management form.
To configure purchase reorder levels
2. From the Application Settings list, choose Asset Management > Advanced Options > Bulk
CI Reorder Level and Lead Time Specification, and then click Open.
The Configure Recorder Levels for Bulk Assets form appears.
3. From the Company field, select the company to which this reorder applies.
4. From the Categorization Tier lists, select the categorization of the CI that you want to
reorder.
5. From the Base Unit list, select Case, Dozen, or Each.
6. Enter a value for Reorder Level.
This is the quantity at which you want to reorder this item for each inventory location.
Reorder level is based on inventory storage locations for the Bulk CI.
7. Enter a value for Lead Time in Days.
This is the number of days it takes to reorder this particular item.
8. Click Add.
To modify or delete purchase reorder levels
2. From the Application Settings list, choose Asset Management > Advanced Options > Bulk
CI Reorder Level and Lead Time Specification, and then click Open.
3. On the Configure Reorder Levels for Bulk Assets form, click Select Existing.
A list of existing bulk item configurations appears.
4. In the Select Existing Reorder Level dialog box, select the item to modify or delete, and click
Select.
5. Perform one of the following actions:
Edit the fields that you want to modify and then click Modify.
Click Delete.

Deleting CIs
When you use the following procedure to delete CIs, they are not removed from the database at
the time you complete this procedure. The BMC Atrium CMDB reconciliation process deletes the
CIs from the database.
For more information about reconciliation, see Reconciling data (see page 190).
Note
This feature does not physically delete CIs from the CMDB. Instead, it marks them for
deletion, which prevents the CIs from showing up in a search unless they are directly
queried from their respective CMDB forms.
To delete CIs
Deletion, and then click Open.
The Delete CI form appears.
3. On the Delete CI form, before you delete a CI, you can view the CI and its relationships to
other CIs.
To view a CI, select the CI and click View.
The CI form appears. After you view details of the CI, click Close.
To view the relationship of a CI to other CIs, select the CI and click Explore CI.
The BMC Atrium Explorer appears. After you view the CI relationships, click Close.
4. From the CI Marked for Deletion table, select the CIs you want to delete, and click Delete
Selected CIs.
The CIs are deleted from the table and marked for deletion in the CMDB.
Configuring the approval process for CI

configurations
Perform this procedure to configure the default criteria for approving configurations. If the BMC
Change Management application is installed, the application creates a change request for the
configuration and sends notification. Otherwise, the application sends notification.
For example, if you define the approval process for company A on this form, when you create a
configuration from the Manage Configurations link in the BMC Asset Management application for
company A, the application sends the request for approval to the group or individual specified to
approve configurations for that company.

For more information, see Configuring approvals in the BMC Change Management documentation.
To configure the approval process for configurations

2. From the Application Settings list, choose Asset Management > Approval > Approval
Process for CI Configurations, and then click Open.
3. On the Configure Approval Process for Configurations form, click the New button in your
browser.
4. From the Company field, select the company whose approval process you want to
configure.
5. To configure a separate approval process for a specific region, site group, or site, make the
appropriate selections.
6. From the Group Notifications and Individual Notifications lists, select the group or individual
to notify to approve configurations.
7. If the BMC Change Management application is installed, you must also configure the
change request generated for a new configuration:
If there is an appropriate change template, select it. The change template indicates
the change timing, impact, urgency, risk level, and lead time.
If you do not select a change template, you must select the change timing, impact,
urgency, and risk level. Optionally, you can specify the lead time to indicate the
number of hours of preparation required before a change can be scheduled for
implementation.
Note
Risk Level 1 is the lowest risk and Risk Level 5 is the highest risk.
8. Click Save.
Creating contract types

If you need contract types beyond those that come with the BMC Asset Management application,
you can create your own contract types. These contract types are available when a contract
manager creates a new contract on the Contract Management console.
An example of a typical contract type that you might create is Statement of Work. For more
information, see Managing contracts (see page 362).
To create a contract type

1. From the Application Administration Console, select the Custom Configuration tab.
2.
2. From the Application Settings list, choose Asset Management > Advanced Options > Create
Contract Type, and then click Open.
The Create Contract Type form is displayed.
3. On the Create Contract Type form, type the name of the contract type and click Add.
A BMC Remedy AR System User Note message window indicates that the contract type
has been created.
Tip
To modify or delete a contract type, select it from the list and click Modify or Delete
.
Configuring license types

License types are used for software license management.
The license type wizard allows administrators with Contract Config or Asset Config permissions to
create custom license types for license certificates. After the license type wizard has been
completed and the license type has been saved, the license types are used when a contract
manager or software asset manager creates certificates.
When the license engine runs, company and product information and answers to questions
supplied when the certificate was created are used to determine which CIs should be connected to
the license certificates. Compliance is also calculated based on the answers to questions supplied
and the configured compliance actions which act on these values.
You can use license types to specify the following information:
What questions a contract manager or software asset manager must answer when adding a
new software license certificate
How connection questions are used to select CIs from BMC Atrium CMDB. For more
information about BMC Atrium CMDB, see BMC Atrium Core architecture and features.
How compliance is computed based on compliance questions and actions specified during
license type creation, such as relating CIs to a license certificate or creating exceptions
You cannot modify license types after they have been used to create certificates.
Tip
For examples of how to configure your own license types, see Create license type
examples (see page 248).

For more information about configuring the license engine to run jobs, see Configuring the license
engine to run (see page 184) and Configuring the license engine (see page 180). For more
information about running jobs, see Running a job immediately (see page 396).
For more information about configuring license types, see the following topics:
Default system license types (see page 193)

Default behavior for customized license types (see page 194)
Basic and advanced mode license types (see page 199)
Overview of the license type creation process (see page 199)
Copying and editing action sequence of rules for an existing license types (see page 215)
Managing license types and related license certificates (see page 221)
Sample steps for creating BMC licenses in software license management (SWLM) (see
page 223)
What is grouping certificates? (see page 244)
What are connection questions? (see page 244)
What are compliance questions and actions? (see page 244)
What is a complex query? (see page 245)
Troubleshooting license types (see page 245)
Create license type examples (see page 248)
Renaming a license type (see page 268)
Enabling and disabling license types (see page 268)
Related topic
Create license type examples (see page 248)
Default system license types

When the BMC Asset Management application is installed, default license types are already
configured. The default license types include:
Enterprise (company-based)
Site
Per instance
Per copy per device
Per copy
BMC Remedy AR System fixed and floating
Per Server
Per CPU Sum Based
Per CPU Multiplier Based
Per CPU Constant Based
Per Core Sum Based
Per Core Multiplier Based
Per Core Constant Based

Note
All license types have to be enabled, including the license types shipped with the BMC
Asset Management application. For more information, see Enabling and disabling license
types (see page 268).
If you want to use additional license types, follow the instructions in Creating custom license types
(see page 201) to create them.
Related topics
Example - Creating a site license type (basic mode) (see page 249)
Example - Creating a per instance license type (basic mode) (see page 258)
Default behavior for customized license types

For any default or custom license type, the system uses default behavior when generating the rules
for various license types. This default behavior is used whether or not you set up definitions in the
license type wizard.
This default behavior for connection criteria uses a certificate's company and product
categorization criteria to query certificates matching that license type and determine which CIs can
be connected to a certificate. The default behavior is used in addition to any questions that are
specified in the license type wizard for that license type.
This default behavior for compliance criteria queries certificates that match a license type and tests
the result of the query against compliance criteria.
If you need more functionality in addition to the default behavior, you have to create a custom
license type. You can configure additional connection behavior, or compliance actions, or both. The
custom license type can be configured in either basic or advanced modes as described in Basic
and advanced mode license types (see page 199). If you want to use additional license types,
follow the instructions in Creating custom license types (see page 201) to create additional license
types.
Note
In the BMC_Product class there is a ProductType attribute. This attribute informs you if
the Product CI is a suite(a composite product), a standalone product, or a component of a
suite. This attribute gets set as part of the normalization engine run based on the suite
rollup rules. For more information about Suite Rollup, see Configuring Suite Rollup

normalization rules (see page 194) and Configuring the Normalization Engine to populate
Product Catalog entries (see page 194). As part of the License Management run, the CIs
that are flagged as components are not counted towards a license, because the license
for the suite to which it belongs to, is consumed.
Note
The Per CPU and Per Core licenses round up the deployed number upwards as per
industry norms. For example, 9.4 is rounded to 10.
The following table explains how the default license types work:
System license types
type
Enterprise An enterprise license type licenses all of the software from a manufacturer that is being used by a given company.
There is one enterprise license per company. Anyone in the company can use the license. This license type is set to
non-groupable.
Connection
Uses the default certificate criteria for connections.
Compliance
One computed compliance question is specified for number of licenses deployed. The certificate for this license type
is always compliant.
Site A site license type licenses all of the software from a manufacturer that is being used by a given site. A site license
applies to a single site within a company. If a site license applies to multiple sites within a company, the contract
manager or software asset manager can add a site license certificate for each site. This license type is set to non-
groupable.
Connection
In addition, one connection question exists for this license type, which is Enter Certificate Site?. When the license
type is created, this question maps to the site of the computer system on which the product is installed.
For each product that matches the default certificate criteria for connections, the site of the computer system on
which the product is installed is used to connect the product to the license certificate to that site.
For example, a contract manager creates a license certificate with the default certificate criteria for connections:
Company = Calbro Services

Manufacturer = Microsoft
Product = Visio
The contract manager specifies this Site license certificate is for Frontoffice Support.
A copy of Microsoft Visio is installed on a computer in Frontoffice Support. That product is not connected to the
license certificate.
A computer in Backoffice Support Services has both Microsoft Visio and Microsoft Word installed. Microsoft Visio is
connected to the site license, but Microsoft Word is not (perhaps it is connected to an Enterprise license).

Compliance
One computed compliance question is specified for number of licenses deployed. The certificate for this license type
is always compliant.
Per Each instance of the license is counted as one license consumed. Any instance of software found requires a license.
instance This license type is set to groupable.
Connection
Compliance
The following compliance question are asked:
Number of licenses purchased?

Breach warning level 1?
Number of licenses deployed (computed question)
The answers to these question are used to:
Determine the number of software instances related to the certificate

Set the certificate to not compliant, if the number of software instances related to a certificate is greater than
the number purchased
Example
Two instances of BMC Atrium CMDB Enterprise Manager were found. In this situation, two licenses are required.
Per copy The number of copies per device allowed or licenses purchased does not affect how many CIs might be connected
per to the certificate or how many licenses are consumed. One license is consumed for each device that has one or
device more copies of the product CI that is connected to the certificate.
The number of copies per device is used to calculate compliance. To be compliant, the number of copies per device
must not be exceeded and the number of licenses purchased must not be exceeded.
For example, if three copies of Product X are installed on Device Y, and two copies per device are allowed for the
certificate, one license is consumed, and one license is out of compliance.
The per device number specified for a license type determines how many copies can be installed on each device.
This license type is set to groupable.
Connection
Compliance
The following compliance questions are asked:

Number of copies allowed per device?
The answers to these questions are used to compute compliance:
If any devices have more than the allowable number per device, the certificate is marked as not compliant.
Also, if the number of software licenses related to a certificate is greater than the number purchased, the
certificate is marked as not compliant.
Example
Two copies of Microsoft Word were found on a computer, but only one license exists. If the number of copies
allowed on a device is one, this is not compliant.

Per copy This license type is per copy per user. Each unique user (since, for example, there could be two software items
linked to one user) is counted as one license consumed. If a user is not linked to a license, it is assumed that one
license is consumed. This license type is set to groupable.
Connection
Compliance
Compliance is computed based on the number of unique individuals using a software product. The following
compliance question will be asked:

The answer to these questions are used to determine the number of unique individuals connected to a product. If the
number counted is greater than the number of licenses purchased, the license certificate is set to not compliant.
Example
Two copies of an application were found on separate computers owned by one user and only one license exists.
This situation is compliant, because only one license is required.
BMC The number of fixed and the number of floating licenses are compared against the number that is entitled. This is a
Remedy demonstration of the advanced model. To walk through the creation of this license type as an example of the
AR advanced model, see BMC Remedy AR System fixed and floating license type example (advanced mode) (see page
System 267).
fixed and
floating
Per The per server license supports performing a count of the unique number of servers with the specified manufacturer
Server and model, on which a particular software title is installed, and comparing that with the total number of servers with
the specified manufacturer and model, that a certificate allows from a compliance standpoint.
Connection
Uses the default certificate criteria for connections. The only additional information that needs to be stated for the
connection are details about the physical server on which the software is installed so that you can potentially limit a
certificate for a particular hardware type or manufacturer.
Compliance
The compliance rules for this license type are based on the calculation of the number of unique physical servers that
are associated with the products related to a certificate. This requires that you start with a product and then query
the computer system to which the product is related.
Per CPU The per CPU license models are used when a product's license is not based on the number of instances deployed of
Sum the software, but on the number of CPUs on which the software is installed. These server instances can be either
Based physical or virtual systems.
Connection
The connection rules for all Per CPU licenses are the same. The connection between the CIs and Certificate is
made based on the matching Company and Product Categorization.
Compliance
The Per CPU Sum Based license model is based on the sum of all unique CPUs associated with products that are
associated with the certificate. This rule searches for the products that are associated with the certificate. For each
product, the rules query to find the associated physical hardware and the number of CPUs associated with that
physical hardware. The total per physical hardware is stored and the next product is evaluated. If two or more
products are on virtual systems associated with the same physical hardware, those CPUs are counted only once.
Multiplier the software, but on the number of CPUs on which the software is installed. These server instances can be either

Connection
Compliance
The Per CPU Multiplier Based license model is computed based on a multiplier factor for each processor. The value
for each processor is then summed to determine the number of licenses consumed. For each unique CPU, the
system looks up a value in an AR System form called AST:ComplianceMultiplierLookupTbl. The multipliers can be
defined per Software Manufacturer, Processor Type, Processor Model, Processor Family, and Max Clock Speed of
the processor. Processor Family and Max Clock Speed are optional in the multiplier lookup table, and the multipliers
need not be defined based on these fields if the multipliers are the same. For example, an Intel processor might
have a value of 2 while an AMD processor might have a value of 1.
Constant the software, but on the number of CPUs on which the software is installed. These server instances can be either
Connection
Compliance
The Per CPU Constant Based license model is computed based on a constant value for each processor. You must
define a constant multiplier for every software manufacturer. The value for each processor is then summed to
determine the number of licenses consumed. The compliance calculation is based on each unique core having a
constant value based on the processor type with which it is associated.
Per Core The Per Core license model is similar to the Per Processor model. The main difference is that one additional level of
Sum information is retrieved, which is the number of cores. This information is then used to determine compliance based
Based on the sum of cores on unique hardware, or through the use of a multiplier which could be used against the cores.
Connection
The connection rules for Per Core licensing are similar to the way other licenses work as well as how the Per
Processor model works. The connection between the CIs and Certificate is made based on the matching Company
and Product Categorization.
Compliance
The Per Core Sum Based license model is based on the sum of cores on the unique hardware on which the
software is installed. These server instances can be either physical or virtual systems. This rule searches for the
products that are associated with the certificate. For each product, the rules query to find the physical hardware
associated and the number of cores associated with that physical hardware. The total per physical hardware is
stored and the next product is evaluated. If two or more products are on virtual systems associated with the same
physical hardware, those cores are only counted once.
Per Core The Per Core license model is similar to the Per Processor model. The main difference is that one additional level of
Multiplier information is retrieved, which is the number of cores. This information is then used to determine compliance based
Based on the sum of cores on unique hardware, or through the use of a multiplier which could be used against the cores.
Connection
Compliance
The Per Core Multiplier Based license model is computed based on a multiplier factor for each processor type, which
is then multiplied by the number of cores found. This value is then summed to determine the total number of cores in
use. For each unique core, the system looks up a value in an AR System form called AST:
ComplianceMultiplierLookupTbl. The multipliers can be defined per Software Manufacturer, Processor Type,
Processor Model, Processor Family, and Max Clock Speed of the processor. Processor Family and Max Clock
Speed are optional in the multiplier lookup table, and the multipliers need not be defined based on these fields if the

multipliers are the same. For example, an Intel processor might have a value of 2 while an AMD processor might
have a value of 1. The total number of cores that are required for compliance is based on these numbers and not on
a raw count.
Per Core The Per Core license model is very similar to the Per Processor model. The main difference is that one additional
Constant level of information is retrieved, which is the number of cores. This information is then used to determine compliance
Based based on the sum of cores on unique hardware, or through the use of a multiplier which could be used against the
cores.
Connection
Compliance
The Per Core Constant Based license model is computed based on a constant value for each processor, which is
then multiplied by the number of cores found. You must define a constant multiplier for every software manufacturer.
This value is then summed to determine the total number of cores in use. For each unique core, the system looks up
a value in a table that is stored for that processor type. For example, an Intel processor might have a value of 2 while
an AMD processor might have a value of 1. The total number of cores that are required for compliance is based on
these numbers and not on a raw count.
Basic and advanced mode license types

You can use the following modes when creating custom license types:
Basic — Enables you to create connection questions and map these based on the answers
entered for the questions when a license certificate is created. In addition to configuring
connection information, you can also create compliance questions and actions to determine
if you license certificates and CIs are compliant with your licensing agreements, for
example, to determine whether or not you have deployed more licenses than you have
purchased.
For more information about creating a license type in basic mode, see Creating a license
type by using basic mode (see page 202).
Advanced — Uses template forms and allows you to add your own fields. Then the fields
are mapped using the license type wizard. This mode allows more flexibility when creating a
custom license type.
For more information about creating a license type in advanced mode, see Creating a
license type by using advanced mode (see page 206).
Overview of the license type creation process

The following figure shows the process that you follow to create a license type:
Create license type process flow


Creating custom license types

This procedure describes how to configure a new license type.
Note
When you create a license type, it is created in draft mode. You need to enable it before
you can use it. For more information about enabling license types, see Managing license
types and related license certificates (see page 221).
To configure a new license type
Configure License Type, and then click Open.
The Configure Licenses form lists the current license types.
3. Click Create.
The Create License Type page of the license type wizard appears.
4. Specify the following fields:
Tip
You can click Manage Locales to enter license type and description in different
languages.
Field Description
Company Select the company that can use this license type. If this license type can be used by all companies, select
-Global-.
License Enter the name of the license type.

Type
Status The status has a default value of Draft. You cannot change this value. After the license type has been
created, you must activate it as described in Managing license types and related license certificates (see
page 221).
Description (Optional) Provide a description of the license type being created.
Groupable Specifies whether certificates of this type are to be grouped under a master certificate based on license
type and product categorization.
Groupable licenses are typically used for client software where users expect to make multiple separate
purchases of the software.
Note: If you select Yes, you later use the summable and distributable options for compliance questions.
For more information about using the summable and distributable options available, see step 7c in the
Creating a license type by using basic mode (see page 202).

Field Description
License Select Basic or Advanced. The License Type mode basically defines the forms users fill in when they
Type create a license certificate.
Mode The Basic mode uses the standard connection and compliance forms. It uses a wizard to guide you
through creating the license type.
The Advanced mode allows you to use custom connection and compliance form.
5. Click Next.
Where to go from here
If you selected Basic mode, continue with the steps described in Creating a license type by
using basic mode (see page 202).
If you selected Advanced mode, continue with the steps described in Creating a license type
by using advanced mode (see page 206).
Example - Creating a custom Per Managed Device license type

Creating a license type by using basic mode

This topic provides the rest of the steps required to create a license type by using basic mode.
For an example of how to create a license type in basic mode, see Site license type example
(basic mode) (see page 249) and Per instance license type example (basic mode) (see page 258).
To continue creating a license type by using basic mode
1. Complete the steps in Creating custom license types (see page 201), including selecting
Basic as the License Type Mode and clicking Next.
The answers to the connection questions are used to return a list of CIs that match certain criteria,
and the Connection Questions page of the license type wizard for basic mode is displayed.
1. Specify the connection questions.

For each connection question, perform the following steps:
a. Type a question in the Question field.
The question name is the question that is displayed to the user who adds a license
certificate. In the next stage of the license wizard, you map this question to an
attribute in the BMC Atrium CMDB. The user's answer to the question is used by the
license engine in a query to BMC Atrium CMDB.
b. Select a field type of either Char or Int.
The field type determines whether the user enters a character or integer answer to
the question.
c.
c. Select the CI grouping:

Software — The question is about the software being licensed.
Component — The question is about a component on the computer system on
which the software is installed.
Computer System — The question is about the computer on which the
software is installed.
Selecting the CI grouping for the question also determines the CI type attribute
you can select to map to it. For example, if the CI grouping question is set as
Software, then you can only map attributes belonging to the software classes.
The CI Type menu is dynamically populated when you select the question to
be mapped.
d. Select the sequence in which the question is asked.
e. Click Add.
Tip
To delete a question, highlight it in the list and click Delete. If you want to
modify a question, you must delete it and add a new question.
f. To enter questions in other languages, select a question and click Manage Locales.
The Manage Locales form displays the selected question. You can add translations
of the question for other locales.
g. When you have finished adding questions, click Next.
The Map Connection Attributes page of the license type wizard for basic mode is
displayed.
Tip
The Map Connection Attributes page is displayed only if you define

connection questions.
2. Specify how to map the questions to CIs in BMC Atrium CMDB.

For each connection question, select the CI Type and Attribute and click Map Attribute. You
must use the same CI Type for each connection question. The query to connect to the
appropriate CI uses a logical AND between attributes.
Note
For any CI Type that you select, the Attribute field lists the DB names used in BMC
Atrium CMDB forms.

Tip
To delete a mapped attribute, select it from the list at the bottom of the Build
Connection Mapping list and click Delete.
3. Click Next.
The compliance questions are used by the compliance actions to determine the compliance
for the given license type. The CIs connected to a certificate and the number of CIs that are
allowed to be connected are analyzed through these actions.
The Compliance Questions page of the license type wizard for basic mode is displayed.
4. Specify the compliance questions as follows:
The question name is the question that is displayed to the person who adds a license
certificate. In the next stage of the license type wizard, you build compliance actions
to get, calculate, compare, or update values based on answers entered when a
license certificate is created using this license type. The answers to the questions are
used by the license engine in a query to BMC Atrium CMDB.
the question.
c. If you specified Groupable on the Create License Type page of the license type
wizard and Int as the field type here, select one of the following values in the Integer
Question Type field:
None — Indicates that the field is to accept an integer value that is operated
on according to actions specified in the Build Compliance Actions page of the
license type wizard
Summable — Indicates that the field that you specify as summable gets rolled
up from all the children to the master certificate
Distributable — Uses the summable amount and distributes the number to the
children based on the sequence of the children and the value for each
Example
On three separate occasions, 10 licenses, 5 licenses, and 20 licenses

were purchased. When their certificates are grouped at the master level,
35 are displayed for summable. The distributable value that is displayed
shows the value for each certificate. If a total of 45 CIs are found
connected to the certificate, 10 are assigned to the first child certificate, 5
to the second, and the remaining 30 for the last. (Amounts are distributed
back to the child certificates based on the sequence in which they were

grouped under the master certificate.) Because the last certificate gets
assigned 30 while it had only purchased 20, it is marked as not compliant.
The master certificate is also marked as not compliant.
d. If you selected Distributable in the preceding step, specify values for the following
fields:
Summable Field List — Select the summable field based on which the
distributable field should divide the totals amongst the child certificates.
Set Compliance Alarm — Select whether to set a compliance alarm. If set to
Yes, this distributable field is used to trigger compliance on the child
certificates.
e. Specify whether the question uses a computed value.
You can specify rules on the next page of the license type wizard to compute values.
f. Select the field visibility:
Visible Read / Write — Identifies fields that are updatable from the certificate
Visible Read Only — Categorizes fields that do not need to be updated from
the certificate, such as those retrieved for a compare or computation. For
example, this attribute can be used for the results of CMDB queries.
Selecting this value results in a dimmed, uneditable field when you use this
license type to create a license certificate from the Software Asset
Management (SAM) Console.
Hidden — Used to categorize fields that are used in an operation but do not
need to be seen in the certificate
g. Select the sequence in which the question is asked.
h. To enter questions in other languages, select a question and click Manage Locales.
i. Click Add.
Tip
To delete compliance questions, select them from the list at the bottom and
click Delete.
j. When you have finished adding all of the compliance questions, click Next.
The Compliance Actions page of the license type wizard for basic mode is displayed.
5. Specify compliance actions.
Based on the run-time data from the license engine and based on the compliance questions,
select and create the following compliance actions:
Get — Retrieves a list of values or a count of the matching records from the specified
form. For more information, see Creating a Get Compliance Action (see page 209).

Calculate — Computes an expression. For more information, see Creating a

Calculate Compliance Action (see page 210).
Compare — Performs a comparison defined in an expression. For more information,
see Creating a Compare Compliance Action (see page 211).
Update — Updates a list of values on a specified form. For more information, see
Creating an Update Compliance Action (see page 212).
Start loop — Lets you process a set of actions before moving on to the next. The
Start Loop action is used to start a loop to return a list of values from a Get Action. A
Start Loop Action must be created before the Get Action is created. Actions that use
the Get action's results list are created after the Get.
End Loop — Ends the loop before moving to the actions outside the loop. When you
select End Loop, a dialog box appears prompting you to select the Start Loop action
for which the End Loop is to be created.
End Loop being created for a Get action list
6. When you have finished specifying compliance actions, click Done.
Creating a license type by using advanced mode

This topic provides instructions for customizing your connection and compliance forms and for
creating a license type by using the advanced mode.
To customize your connection and compliance forms

You can customize the connection and compliance template forms so that they can then be
mapped using the license type wizard.
1. Open the AST:ConnectionTemplate form in Developer Studio.

The form appears with default field types and labels.
2.
2. Save the template form under a new name. You will enter this name in a field in the license
type wizard.
3. Change the labels and field characteristics so that they can be understood by the individual
who will be creating the license certificate that uses this customized form. This form will
appear for the user to enter data in when creating a license certificate.
Note
The ID for each field has to be a unique value within the range 303000500
-303000900.
Tip
You can optionally add workflows or filters to make it easier to enter data, to
validate data, or both.
4. Save the form.

5. Open the AST:ComplianceTemplate form in BMC Remedy Developer Studio and complete
step 1 through to step 4 for it.
To continue creating a license type using advanced mode

You can complete the license type wizard after you select Advanced in the License Type Mode
field of the License Type Information page.
1. If you have not already done so, complete step 1 through step 4 in Creating custom license
types (see page 201). In step 4, select Advanced, and then click Next.
Two additional fields are displayed, which are not displayed for basic mode: Connection
Form Name and Compliance Form Name
2. In the Connection Form Name field, enter the name of the connection form that you
customized from the AST:ConnectionTemplate form to create this license type. See the
steps in To customize your connection and compliance forms (see page 206) for more
information about customizing this form.
Note
You must spell your form names correctly when you enter them. Otherwise, the
license type wizard will not be able to retrieve the fields for selection.
3.
3. In the Compliance Form Name field, enter the name of the compliance form that you
customized from the AST:ComplianceTemplate form to create this license type. See the
steps in To customize your connection and compliance forms (see page 206) for more
information about customizing this form.
4. Click Next.
The Map Connection Attributes page of the license type wizard for advanced mode appears.
5. From the Customer Fields list, select a field from the connection form that you customized.
6. Select a field type of either Char or Int.
The field type determines whether the user enters a character or integer answer to the
question.
7. Select the CI grouping for the license type.
When you select a CI grouping, the certificates created with this type are grouped under a
master certificate, based on license type and the product categorization you select in the CI
Grouping field.
8. Specify how to map the questions to CIs in BMC Atrium CMDB.
For each connection question, select the CI Type and Attribute and click Map Attribute.
Tip
Connection Mapping list and click Remove.
9. Click Next.
The Compliance Actions page of the license type wizard in advanced mode appears.
10. Specify compliance actions.
Based on the run-time data from the rules engine and based on the compliance questions,
select and create the following compliance actions:
Get — Retrieves a list of values or a count of the matching records from the specified
form. For more information, see Creating a Get Compliance Action (see page 209).
Compare — Does a comparison based on an expression. For more information, see
Creating a Compare Compliance Action (see page 211).
Update — Modifies a list of values on a specified form. For more information, see
Creating an Update Compliance Action (see page 212).
Start loop — Start loop processes a set of actions before moving on to the next. The
Start Loop action is used to start a loop to return a list of values from a Get Action. A
Start Loop Action must be created before the Get Action is created. Actions that use
the Get action's results list are created after the Get.
End loop — End loop ends the loop before moving to the actions outside the loop.
When you select End Loop, a pop up appears prompting you to select the Start Loop
action for which the End Loop is to be created.
11.
Creating a Get Compliance Action

Use the Get Compliance Action to retrieve information from BMC Remedy AR System or BMC
Atrium CMDB forms.
To create a Get Compliance Action
Note
This procedure continues from step 6 in the Creating a license type by using basic mode
(see page 202) and step 10 in the Creating a license type by using advanced mode (see
page 206) sections.
1. On the Compliance Actions page of the license type wizard, select Get in the Action field
and click Create.
The Get Action dialog box is displayed.
2. Enter a name for the Get Compliance Action.
3. Select a source:
CMDB — Used to get information from BMC Atrium CMDB forms based on the
values of class attributes
AR — Used to get data from any BMC Remedy AR System form
If you selected CMDB, a list of classes is shown in the CI Type field and an attribute.
(Classes are shown here instead of form names.)
4. If you selected AR, select the form name from the From field.
5. Select the Get action type for which you want to create a query:
List — Returns a list of records that match the criteria specified in the Get action that
you are building
Count — Sums the number of records that match the criteria specified in the Get
action that you are building
6. In the Select field, select from the list of fields displayed for the form or class you selected,
and click Add.
If you selected Count in the preceding step, this field is unavailable.
7. Build the WHERE qualification using the controls in the toolbar above the WHERE field. As
you build the WHERE qualification, it is displayed in the WHERE field.
Tip
As you build the WHERE qualification, you can delete it to make corrections at any
time by clicking Clear.

You can use all or some of the following fields to build your WHERE qualification:
a. Select the rule:
GetCertificates — Specifies the instance ID of the certificate as a value in the
WHERE qualification
GetQuestions — Specifies the compliance question that you select as a value
in the WHERE qualification
GetCertificates and GetQuestions are the default rules that appear. As you
create actions, they also appear for you to select.
Note
Some of the data that is created through connection rules can also
be selected here. For example, you can query relationship tables that
were populated during a previous connection run.
b. Select the operator.

c. Select a field to enter as a value in the WHERE qualification.
d. To specify a free-form value, enter it in the Value field and click Add Value.
9. After you have finished adding all of the compliance actions that you require, click Done to
complete the license type wizard.
Creating a Calculate Compliance Action

Use the Calculate Compliance Action to compute a value from data retrieved from previous
actions. This computation can then be used to update other fields or storage values.
To create a Calculate Compliance Action
Note
page 206) sections.
1. On the Compliance Actions page of the license type wizard, select Calculate in the Action
field and click Create.
The Calculate Action dialog box is displayed.
2. Type a name for the Calculate Compliance Action in the Name field.
3. Build the expression using the controls in the toolbar above the Expression field. As you
build the expression, it is displayed in the Expression field.

3.
Tip
As you build the expression, you can delete it to make corrections at any time by
clicking Clear.
You can use the following fields to build your expression.

a. Select the rule:
expression
GetQuestions — Specifies the compliance question you select as a value in
the expression
Note
Some of the data created due to connection rules can also be

selected here. For example, you can query relationship tables that

c. Specify a free-form value in the Value field and click Add Value.
5. After you have finished adding all of the compliance actions you require, click Done to
Creating a Compare Compliance Action

Use the Compare Compliance Action to compare two or more values and take action based on
that comparison.
To create a Compare Compliance Action
Note
page 206) sections.
1.
1. On the Compliance Actions page of the license type wizard, select Compare in the Action
field and click Create.
The Compare Action dialog box is displayed.
2. Type a name for the action in the Name field.
3. Build the expression using the controls in the toolbar above the Expression field. As you
build the expression, it is displayed in the Expression field.
Tip
As you build the expression, you can delete it to make corrections at any time by
clicking Clear.
You can use the following rules to build your expression:

a. Select the rule:
expression
the expression
Note


c. Specify a free-form value in the Value field and click Add Value.
Creating an Update Compliance Action

Use the Update Compliance Action to update fields on BMC Remedy AR System compliance
forms or update compliance questions that are set to computed.

To create an Update Compliance Action
Note
page 206) sections.
1. On the Compliance Actions page of the license type wizard, select Update in the Action field
and click Create.
The Update Action dialog box is displayed.
2. Type a name for the action in the Name field.
3. Select a source:
AR — Allows an AR form to be selected and fields on that form to be updated
Compliance Question — Allows configured compliance questions to be selected.
Only those that are set to computed are available for selection. In addition to these
questions, three compliance flags can also be set:
Compliance flag is set to true (value equal to 1) or false (value equal to 0) to
indicate if certificates are in or out of compliance.
Breach levels can be set by an update rule to indicate that a certificate is
approaching or about to be in breach compliance. Two breach flags are
available for selection: Breach level 1 and Breach level 2. As an example, you
would set Breach level 1 to warn you when the number of licenses you have
was reduced to 10; you would set Breach level 2 to warn you when the
number of licenses you have was reduced to 2. Breach level 3 is not available
for selection because it is set automatically by workflow when the license
certificate goes out of compliance.
4. In the Target field, select a form name that contains the fields that will be updated. AST:
Compliance_BasicQuestions is the compliance form for the basic mode and AST:
Compliance_AdvancedQuestions is the compliance form for the advanced mode.
5. In the Set field, select the field to be updated.
6. In the Set Value From field, select the method to use for the update:
Rule — Uses the rule (WHERE qualifier) that you build in the WHERE field. If you
select Rule, skip to step 7.
Constant — Uses the value you specify in the Value field (just below the Set Value
From field). If you select Constant, skip to step 8.
7. If you selected Rule in the preceding step, build the WHERE qualifier using the controls in
the toolbar above the WHERE field. As you build the clause, it is displayed in the WHERE
field.
Note

If you selected Compliance Question for Source, the following default WHERE
qualifier is created. You can modify this WHERE qualifier as required.
"GetCertificates.InstanceId" = 'Certificate_InstanceID'
Tip
As you build the WHERE qualifier, you can delete it to make corrections at any
time by clicking Clear.
You can use the following rules to build your expression.

a. Select the rule:
WHERE qualifier
the WHERE qualifier
Note


c. Select a field to enter as a value in the WHERE qualifier.
d. To specify a free-form value, enter it in the Value field and click Add Value.
8. If you selected Constant in step 6, enter the value in the Value field below the Constant
option and click Add.
Tip
You can delete values that you have entered by selecting them from the list and
clicking Remove.
9. Select a matching requests value:

9. BMC Software Confidential. BladeLogic Confidential
Do not update, issue an error — Issue an error when the first matching record is
encountered and abort the run.
Do not update, issue a warning — Issue a warning for each matching record and
continue until all records have been processed and the run is completed.
Modify all matching records — Update all records that match.
Running the license engine

After license certificates are set up with the appropriate license types, you can run the license
engine to connect CIs and compute compliance.
You can schedule the license engine to run immediately, at a scheduled time, or after
reconciliation. Licensing jobs are run from the Manage License Jobs Console. For more
information, see About the Manage License Jobs console (see page 392).
Certain parameters that control how the license engine runs can also be configured. For more
information about configuring the license engine, see Configuring the license engine to run (see
page 184) and Configuring the license engine (see page 180).
Copying and editing action sequence of rules for an existing

license types
This topic describes how to copy and edit the action sequence of rules for existing license types.
To copy and edit the action sequence of rules for an existing license type
The Configure License Type window lists the current license types.
3. On the Configure License Type window, select a license model, and click Create Copy.
The license type wizard is launched.
4.
4. On the Create License Type page, specify the following fields:

Company — Select the company that can use this license type. If this license type
can be used by all companies, select -Global-.
License Type— Enter a new name of the license type.
Note
You can click Manage Locales to enter license type and description in
different languages.
Description — (Optional) Enter a description of the license type being created.
Note
Because you are copying this license model, the Status, Groupable, and
License Type Mode fields are not editable.
5. Click Next.
The answers to the connection questions are used to return a list of CIs that match certain
criteria.
6. On the Connection Questions page, specify each connection question by performing the
following steps:
The question name is the question that is displayed to the user who adds a license
certificate. In the next stage of the license wizard, you map this question to an
attribute in the BMC Atrium CMDB. The user's answer to the question is used by the
license engine in a query to BMC Atrium CMDB.
the question.
c. Select the CI grouping:

c. BMC Software Confidential. BladeLogic Confidential
Software — The question is about the software being licensed.

Component — The question is about a component on the computer system on
which the software is installed.
Computer System — The question is about the computer on which the
software is installed.
Selecting the CI grouping for the question also determines the CI type attribute
you can select to map to it. For example, if the CI grouping question is set as
Software, you can only map attributes that belong to the software classes. The
CI Type menu is dynamically populated when you select the question to be
mapped.
d. Select the sequence in which the question is asked.
e. Click Add.
Tip
To delete a question, highlight it in the list and click Delete. If you want to
modify a question, you must delete it and add a new question.
f. To enter questions in other languages, select a question and click Manage Locales.
7. When you have finished adding questions, click Next. If you define connection questions,
the Map Connection Attributes page is displayed.
8. On the Map Connection Attributes page, specify how to map the questions to CIs in BMC
Atrium CMDB.
For each connection question, select the CI Type and Attribute and click Map Attribute. You
must use the same CI Type for each connection question. The query to connect to the
appropriate CI uses a logical AND between attributes.
Note

For any CI Type that you select, the Attribute field lists the database names used
in BMC Atrium CMDB forms.
Tip
Connection Mapping list and click Delete.
9. Click Next.
The compliance questions are used by the compliance actions to determine the compliance
for the given license type. The CIs that are connected to a certificate and the number of CIs
that are allowed to be connected are analyzed through these actions.
10. On the Compliance Questions page, specify the compliance questions as follows:
The question name is the question that is displayed to the person who adds a license
certificate. In the next stage of the license type wizard, you build compliance actions
to get, calculate, compare, or update values based on answers that are entered when
a license certificate is created using this license type. The answers to the questions
are used by the license engine in a query to BMC Atrium CMDB.
the question.
c. If you specified Groupable on the Create License Type page of the license type
wizard and Int as the field type here, select one of the following values in the Integer
Question Typefield:
None — Indicates that the field accepts an integer value that is operated on
according to actions specified in the Build Compliance Actions page of the
license type wizard
Summable — Indicates that the field that you specify as summable is rolled up
from all the children to the master certificate

Distributable— Uses the summable amount and distributes the number to the
children based on the sequence of the children and the value for each.
Example
On three separate occasions, 10 licenses, 5 licenses, and 20 licenses

were purchased. When their certificates are grouped at the master level,
35 are displayed as summable. The distributable value that is displayed
shows the value for each certificate. If a total of 45 CIs are found
connected to the certificate, 10 are assigned to the first child certificate, 5
to the second, and the remaining 30 for the last. (Amounts are distributed
back to the child certificates based on the sequence in which they were
grouped under the master certificate.) Because the last certificate is
assigned 30 CIs while it had only purchased 20, it is marked as not
compliant. The master certificate is also marked as not compliant.
d. If you selected Distributable in the preceding step, specify values for the following
fields:
Summable Field List — Select the summable field based on how the
distributable field should divide the totals amongst the child certificates.
Set Compliance Alarm — Select whether to set a compliance alarm. If set to
Yes, this distributable field is used to trigger compliance on the child
certificates.
e. Specify whether the question uses a computed value.
Note
You can specify rules on the next page of the license type wizard to
compute values.
f. Select the field visibility:

Visible Read / Write — Identifies fields that are updatable from the certificate
Visible Read Only — Categorizes fields that do not need to be updated from
the certificate, such as those retrieved for a compare or computation. For
example, this attribute can be used to determine the results of CMDB queries.
Selecting this value results in a dimmed, uneditable field when you use this
license type to create a license certificate from the Software Asset
Management (SAM) Console.
Hidden — Used to categorize fields that are used in an operation but do not
need to be seen in the certificate.
g. Select the sequence in which the question is asked.
h.
h. To enter questions in other languages, select a question and click Manage Locales.
i. Click Add.
Tip
To delete a compliance question, select it from the list at the bottom and
click Delete.
11. When you have finished adding all of the compliance questions, click Next. The Compliance
Actions page is displayed, as shown in the following figure:
12. On the Compliance Actions page, you can either reorder the sequence of the compliance
actions, or you can build new ones.
a. Reorder the sequence of the compliance actions by using the up and down arrows.
When you change the order of the compliance actions, the sequence numbers are
automatically adjusted.
b. Alternatively, you can build new compliance actions. Based on the run-time data from
the license engine and based on the compliance questions, select and create the
following compliance actions:
Get — Identifies fields that are updatable from the certificate. Retrieves a list of
values or a count of the matching records from the specified form. For more
information, see Creating a Get Compliance Action (see page 209).
Compare — Performs a comparison defined in an expression. For more
information, see Creating a Compare Compliance Action (see page 211).
Update — Updates a list of values on a specified form. For more information,
see Creating an Update Compliance Action (see page 212).

Start loop — Lets you process a set of actions before moving on to the next.
The Start Loop action is used to start a loop to return a list of values from a
Get Action. A Start Loop Action must be created before the Get Action is
created. Actions that use the Get action's results list are created after the Get.
End Loop — Ends the loop before moving to the actions outside the loop.
When you select End Loop, a pop-up appears prompting you to select the
Start Loop action for which the End Loop is to be created.
When you add new compliance actions, the sequence numbers are
automatically adjusted.
A message appears asking whether you are sure that you want to create a new license
type.
14. Click Yes to confirm, or click No to cancel.
After you click Yes, the system returns to the Configure License Type window, where your
newly copied license type is now displayed.
Notes
You can only delete a license type with a status of Draft or Offline. You cannot delete a
license type with a status of Enabled because it might have license certificates related to
it. If you want to delete a license type which has license certificates related to it, you must
first change the license certificate from an Executed status to Draft status, and then
delete the license type.
If you want to update a license type that you have copied, you must first Disable it to
show as Offline, and then click View on the Configure License Type screen to update it.
Managing license types and related license certificates

You can manage a license type's availability to users based on its status. All new license types are
created in Draft mode, and you must enable a license before it can be used. To temporarily
prevent a license type from being used, you can disable it and take it offline.
When you take a license type offline, a message informs you that some of the related licenses are
in the Executed status.
When you enable or disable a license type, you can also modify the status of related license
certificates.
For more information about creating a license type in draft mode, see Configuring license types
(see page 192).

Note
Before you can use any license types, including those that are shipped with the BMC
Asset Management application, you must enable them first. For more information about
the license types shipped with the BMC Asset Management application, see Default
system license types (see page 193).
Changing the availability of a license type (see page 222)

Renaming a license type (see page 222)
Changing the status of related license certificate (see page 223)
Changing the availability of a license type
3. From the list, select the license type and click the appropriate button:
Button Description
To enable the license type, click Enable.

You must also enable related license certificates, if they are in the Draft status.
To prevent the license type from being used, click Disable.

Before disabling a license type, all related certificates will be changed to the Draft status.
A message appears asking if you want to update the license certificate status from Executed to Draft.
Click Yes to change the status of all related license certificates and disable the license type, or click No
if you do not want to change the status of the related license certificates and disable the license type.
Renaming a license type

You can rename an existing license type from the Configure License Types dialog without having
to change the status of the related license certificates..
To rename a license type
1. From the Application Administration console, click the Custom Configuration tab.
3. From the list on the Configure Licenses form, select the license type that you want to
rename, and click Rename.
4. Update the name and description for the license type in the dialog box displayed and click
OK.
5. Click Yes to confirm.
6. The updated name is displayed on the Configure License Type dialog.

Changing the status of related license certificate

You can change the status of the related license certificates on the Configure License Type form.
To change the status of the related license certificates
1. From the list on the Configure License Type form, select a license type.
2. From the Related License Certificates section, select a license certificate or multiple license
certificates and do one of the following:
a. Click Change Status to Executed to change the status of the selected license
certificates to Executed.
b. Click Change Status to Draft to change the status of the selected license certificates
to Draft.
Tips
You can continue learning more about the different types of questions you can ask
and the mappings and actions you can use by looking at the default license types
shipped with the BMC Asset Management application. Select one of the default
license types from the Configure License Type dialog box that appears when you
double-click Configure License Type on the Custom Configuration tab of the
Application Administration console, and click View.
For more information about the default license types, see Default system license
types (see page 193).
Sample steps for creating BMC licenses in software license

management (SWLM)
Software license management uses the market version of the software product for matching
software products to license certificates. Discovery products may discover product versions by
minor versions, but software license certificates generally track with a major or market version of
the product.
For example, Adobe Acrobat Professional is discovered with various minor versions in BMC Atrium
Configuration Management Database (CMDB), such as 6.1.1, 6.1.2, and 6.1.3, depending on the
patch level. The market version attribute enables you to refer to these versions by a single version
in BMC Atrium CMDB. For more information about setting up market versions, see To add product
model and version information in the Product Catalog (see page 223).

The examples in this section walks you through steps to create sample CIs and Products to track
software license management. In a real-world scenario, a discovery product will discover and
populate these CIs o the CMDB. However, these examples manually populate the CMDB with CIs
to illustrate the steps for you.
Note
Your license certificates must be in the Executed status.
For detailed steps to create each license, see the following topics:
Setting up an AR System fixed and floating license (see page 224)

Setting up an enterprise license (see page 226)
Setting up a per copy license (see page 228)
Setting up a per copy per device license (see page 229)
Setting up a per core constant based license (see page 230)
Setting up a per core multiplier based license (see page 232)
Setting up a per core sum based license (see page 233)
Setting up a per CPU constant based license (see page 235)
Setting up a per CPU multiplier based license (see page 236)
Setting up a per CPU sum based license (see page 238)
Setting up a per instance license (see page 239)
Setting up a per server license (see page 241)
Setting up a site license (see page 242)
Setting up an AR System fixed and floating license

This procedure illustrates how to configure this license type to calculate BMC Asset Management
fixed and floating licenses. The following diagram illustrates how to set up an AR System fixed and
floating license:

To set up an AR System fixed and floating license and calculate compliance
1. From the IT Home page, select Product Catalog > Product Catalog console.
1. Create a Product Catalog entry for CI Type Software and Product Type Product CI.
Your categorization for tracking fixed and floating licenses must follow the way the licenses
are shown in the Add or Remove license form. For example, BMC:Asset Mgmt, BMC:
Change Mgmt, BMC:Incident Mgmt, AR User, and so on. Otherwise the product will not
connect to the license certificate. The product categorization must be exactly as follows to
run compliance on BMC Asset Management licenses:
Tier 1 = BMC:Asset Mgmt

Product Name = BMC:Asset Mgmt
2. Click the Model/Version tab and enter values for the Model/Version and Market Version, and
set Requires Contract to Yes.
3. On the IT Home page, select Asset Management > Manage CI and create a new Computer
System CI.
On the specifications tab, complete the DNS Host Name field with the name of the AR
System server to run compliance on.
4. On the IT Home page, select Asset Management > Manage CI and create a new Product CI
using the Product Catalog entry as specified in step 2.
5.
5. On the IT Home page choose Asset Management > Manage CI, search for the recently
created Computer System CI, and relate the Product CI from step 4 to the Computer
System CI as a component or hosted system component.
6. In the Application Administration Console, select Custom Configuration tab > Asset
Management > Advanced Options > Setup Server Info for AR System License Type and
enter server connection information that will be used for the AR System Fixed and Floating
license.
This should be the same AR Server as you entered in the DNS Host Name field in step 4
because the license engine uses this as part of the criteria when running compliance.
7. On the IT Home page, select Contract Management > Contract Console, and create a new
software contract.
From the newly created software contract create a new License Certificate. Use the product
categorization from step 2. For the license type choose AR System Fixed and Floating
license. Use the server name from step 4 in the connection details.
8. On the IT Home page, select Asset Management > SAM console > Manage License Jobs,
and create a new license job for the AR Server fixed and floating license using all
categorization tiers populated.
9. Run the license job.
10. Review the compliance details on the license certificate and observe the deployed values for
fixed and floating licenses.
The license engine calculates compliance by comparing the number of fixed and floating
licenses in the AR System Administration Console > System > General Add or Remove
Licenses form for BMC:Asst Mgmt User Fixed and Floating, to the number of BMC:Asset
Mgmt User fixed and floating licenses applied to users in the User form and reports
compliance.
11. To verify the number of fixed licenses select the AR System Administration Console >
System > General and open the Add or Remove Licenses form.
12. Open the User form and search for %BMC:Asset Mgmt User Fixed% in the Application
License.
This must match what the compliance details show for fixed licenses. To determine the
floating licenses, look at the Server License Information form for the BMC:Asset Mgmt User
Floating form. Software license management uses this number when calculating the
Number of Users Floating Deployed value in the Compliance dialog box.
Setting up an enterprise license

The enterprise license type is a company-wide site license for the product. It counts all instances of
the product associated to the license.

To set up an enterprise license and calculate compliance
1. On the IT Home page, select Product Catalog > Product Catalog console.
2. Create a Product Catalog entry with Product Type = Software and CI Type = Product.
4. On the IT Home page, select Asset Management > Manage CI, and create a new Product
CI using the Product Catalog entry from step 2.
System CI.
6. On the IT Home page, select Asset Management > Manage CI, search for the Product CI
that you created in step 4, and relate the Product CI to the Computer System CI created in
step 5 as a component or hosted system component.
7. On the IT Home page, select Contract Management > Contract Console and create a new
software contract for your software. Then, create a license certificate for the software
contract that you just created. Use the product categorization from step 2. Choose the
Enterprise license type.
8. On the IT Home page, select Asset Management > SAM console > Manage License Jobs,
and create a new license job for the enterprise license.
The compliance details for the license certificate reports the number of Computer System
CIs with the related software. No compliant or non-compliant result is shown.

Setting up a per copy license

The per copy license type counts the licenses deployed based on the number of users of the
product. If the same user has the product installed on two computers, such as a desktop and a
laptop, that user consumes one license. A user of a product is identified by a BMC_Person record
related to the computer system on which the product is installed. If no users are related to the
computer system on which the product is installed, the product consumes one license.
The following illustration describes how per copy licenses are calculated.
To set up a per copy license and calculate compliance
1. On the IT Home page, select Product Catalog > Product Catalog Console.
2. Create a Product Catalog entry for CI Type = Software and Product Type = Product CI.
4. On the IT Home page, select Asset Management > Asset Management Console > Manage
CI and create a new Product CI using the product catalog entry from step 2.
5. On the IT Home page, select Asset Management > Asset Management Console > Manage
CI and create a new Computer System CI.
6. Select Asset Management > Manage CI, search for the Product CI created in step 4, and
relate it to the Computer System CI (step 5) as a component or hosted system component.
7. On the IT Home page, select Asset Management > Manage CI, search for the Computer
System CI that you created in step 5, and relate two users with a Used By relationship to the
Computer System CI. They must reside in the BMC_Person class.
software contract for your software. From the newly created software contract create a
license certificate for the software contract you just created. Use the product categorization
from step 2. Choose the license type Per Copy. On the license certificate add the number of
Licenses Purchased = 5.
9. On the IT Home page, select Asset Management > SAM console > Manage License Jobs.
10.
10. Create a new license job for the per copy license.
The Product CI is connected to the certificate and licenses deployed = 2. The certificate is
out of compliance. This is because you have two users related to the Computer System CI,
and you only allow 1 copy. Each user consumes 1 license.
Setting up a per copy per device license

The per copy per device license type counts the number of licenses consumed based on the
number of computer systems on which the product is installed. To be in compliance, the number of
licenses must be equal to or less than the number of licenses purchased, and the number of
copies per device must not exceed the number indicated on the license certificate. For example, if
a license certificate for Product X indicates that it is licensed for two copies per device, but three
copies are discovered on a single computer, then the license is out of compliance.
The following diagram illustrates how to set up a per copy per device license:
To set up a per copy per device license and calculate compliance
1. On the IT Home page, select *Product Catalog* *> Product Catalog console*.
2. Create a new Product Catalog entry for Product Type = Software and CI Type = Product.
3. Click the *Model/Version* tab and enter values for the *Model/Version* and *Market Version
*, and set *Requires Contract* to *Yes*.
4. On the IT Home page, select *Asset Management* *> Manage CI*, and create three new
Product CIs using the Product Catalog entry from step 2.
5. On the IT Home page, select *Asset Management* *> Manage CI* and create a new
Computer System CI.
6. On the IT Home page, select *Asset Management* *> Manage CI*, search for the newly
created Computer System CI (step 5), and relate all three Product CIs (step 4) as a
component or hosted system component.
7. On the IT Home page, select *Contract Management* *> Contract Console* and create a
new Software Contract.
8. From the newly created contract, create a new license certificate. Use the product
categorization from Step 2. Choose the license type as Per Copy Per Device.
Use the following Compliance Details:
Purchased = 1
Copies allowed per device = 1
9.
9. On the IT Home page choose *Asset Management > SAM console > Manage License Jobs
*.
10. Create a new license job for the per copy per device license using the product
categorization from step 1.
11. Run the license job. The following information is displayed:
Connected To Certificates = 3
Certificates Out Of Compliance = 1
12. Review the License Certificate after the run and it shows as Out of Compliance:
Number Purchased = 1
Number Deployed = 1
The Number Deployed does not refer to the number of Product CIs found. The Number
Deployed on the certificate refers to the number of devices found running the software. In
the preceding example, only one device, the Computer System CI named Desktop, was
found to be running the software.
Therefore:
Number Deployed = 1
Connected CIs = 3 (number of copies of the Product matching given categorization
from the example)
Number Deployed = 1 (number of devices found running a CI of given categorization)
Status = Out of Compliance (the device found has three Software CIs connected but
the compliance details only allow 1 copy per device)
Setting up a per core constant based license

The per core constant based license type is computed based on a constant factor for each
processor core. The value for each processor is then summed to determine the number of licenses
consumed. The following diagram illustrates how to set up a per core constant based license:
To set up a per core constant based license and calculate compliance
3.
4. On the IT Home page, select Product Catalog > Product Catalog console, and create a new
product catalog entry for Product Type = Hardware and CI Type = Processor.
for the product categorization in step 2.
6. On the IT Home page, select Asset Management > Manage CI and create a Computer
System CI.
7. On the IT Home page, select Asset Management > Manage CI and create a Processor CI.
Complete the product categorization using the values in step 4 as well as fields on the
Specification tab (Processor Family - optional, Processor Type - required, Number of Cores
- required).
8. On the IT Home page, select Asset Management > Manage CI and search for the Computer
System CI that you created in step 6. From the Relationships tab, relate both the Product
and Processor CIs as components or hosted system components.
software contract for your software. From the newly created software contract create a
license certificate. Use the product categorization from step 2. Choose the license type Per
Core Constant based.
11. Create a new license job for the Per Constant Based license.
12. On the IT Home page, select Administrator Console > Application Administrator Console >
Custom Configuration tab > Asset Management > Advanced Options.
13. Open the Configure Processor Multipliers screen. Populate the value for constant based for
your processor from steps 1 and 3. The Processor Type on the Advanced options has to
match the Processor Type on the Processor CI. The Software manufacturer should match
the manufacturer of your Software Product CI and the Calculation Type should match the
License Type if using Multiplier or Constant Based. Values can be obtained from the
vendors.
Note
BMC does not supply these values.
14. Run the license job. The Product CI is connected. \\ This number deployed on the certificate
will use the value in the lookup table for each processor and then sum the total of all
processors.
Example

The value in the lookup table is 50. Two CPUs with four cores each are related to
a computer system CI. Each core is given a value of 50 and then all the values are
summed. The number of licenses deployed is 400.
CPU1: 50 + 50 + 50 + 50 = 200
CPU2: 50 + 50 + 50 + 50 = 200
200 + 200 = 400
Setting up a per core multiplier based license

The per core multiplier based license type is computed based on a multiplier factor for each
processor core. The value for each processor is then summed to determine the number of licenses
consumed. The following diagram illustrates how to set up a per core multiplier based license:
To set up a per core multiplier based license and calculate compliance
3. Click the Model/Version tab and enter values for the *Model/Version* and *Market Version*,
and set *Requires Contract* to *Yes*.
4. On the IT Home page, select *Product Catalog* *> Product Catalog console*, create a new
5. On the IT Home page, select *Asset Management* *> Manage CI* and create a Computer
System CI.
6. On the IT Home page, select *Asset Management* *> Manage CI* and create a Processor
CI. Complete the product categorization using the values in step 4 as well as specific fields
on the Specification tab (Processor Family\- optional, Processor Type - required, Number of
Cores - required).
7.
7. On the IT Home page, select *Asset Management* *> Manage CI*. On the Computer
System CI, *Relationships* tab, relate both the Product and Processor CIs as components
or hosted system components
8. On the IT Home page, select *Contract Management* *> Contract Console* and create a
new software license contract for your software. On the newly created software contract
create a new license certificate for your software contract. Use the product categorization
from step 2. Choose the license type *Per Core Multiplier Based*.
9. On the IT Home page, select *Asset Management > SAM console* *> Manage License Jobs
*.
10. Create a new license job for Per Core Multiplier Based.
11. On the IT Home page, select *Administrator Console* *> Application Administrator Console*
*> Custom Configuration tab* *> Asset Management* *> Advanced Options*.
12. Open the Configure Processor Multipliers screen.
The Processor Type on the Advanced options has to match the Processor Type on the
Processor CI. The Software manufacturer should match the manufacturer of your Software
Product CI and the Calculation Type should match the License Type if using Multiplier or
Constant Based. Values can be obtained from the vendor's.
Note
13. On the IT Home page, select *Asset Management > SAM console > Manage License Jobs*.
14. Run the license job. The Product CI is connected. The number deployed on the certificate
uses the multiple factor from the table for the number of cores for each processor.
Example
You have two processors with four cores each related to a Computer System CI and
the multiplier factor is 2.00. The number deployed is 16.
{{CPU1: 4 x 2.00 = 8}} {{CPU2: 4 x 2.00 = 8}} {{8 + 8 = 16}}
Setting up a per core sum based license

The per core sum based license type is based on the sum of all unique CPU cores associated with
products that are associated with the certificate. The following diagram illustrates how to set up a
per core sum based license:

To set up a per core sum based license and calculate compliance
4. On the IT Home page, select Product Catalog > Product Catalog console and create a new
System CI.
Complete the product categorization using the values from step 4 as well as specific fields
on the Specification tab (Processor Family - optional, Processor Type - required, Number of
Cores - required).
7. On the IT Home page, select Asset Management > Manage CI. On the Computer System
CI, Relationships tab, relate both the Product and Processor CIs as components or hosted
system components.
software contract for your software. On the newly created software contract create a license
certificate. Use the product categorization from step 2. Choose the license type Per Core
Sum Based.
10. Create a new license job for Per Core Sum Based.
11. Run the license job. The Product CI is connected.
The number deployed on the certificate sums the cores for each unique processor related to
the computer system where the product is installed.
Example

A Processor CI has two cores. Two processors with eight cores each are related
to your Computer System CI. When the license engine runs, 16 licenses are
shown as deployed.
CPU1 = 8
CPU2 = 8
8 + 8 = 16
Setting up a per CPU constant based license

The per CPU constant based license type is computed based on a constant factor for each
processor. The value for each processor is then summed to determine the number of licenses
consumed. The following diagram illustrates how to set up a per CPU constant based license:
To set up a per CPU constant based license and calculate compliance
System CI.
Complete the product categorization using the values in Step 4 as well as specific fields on
the Specification tab (Processor Family - optional, Processor Type - required).
7. On the IT Home page, select Asset Management > Manage CI and search for the Computer
System CI you created in step 5. On the Relationships tab, relate both the Product and
Processor CIs as components.
8.
software license contract. On the newly created software contract create a license
certificate. Use the product categorization from step 2. Choose the license type CPU
Constant Based.
Custom Configuration tab > Asset Management > Advanced Options. The Processor Type
on the Advanced options has to match the Processor Type on the Processor CI. The
Software manufacturer should match the manufacturer of your Software Product CI and the
Calculation Type should match the License Type if using Multiplier or Constant Based.
Values can be obtained from the vendors. {note:title=Note}BMC does not supply these
values. {note}
11. Create a new license job for CPU Constant Based.
The number deployed on the certificate will use the multiple factor from the lookup table for
each processor then sum the total.
Example
The value in the lookup table is 50. Two CPUs are related to a computer system
CI.
CPU1 = 50
CPU2 = 50
Total = 100
Setting up a per CPU multiplier based license

The per CPU multiplier based license type is computed based on a multiplier factor for each
consumed. The following diagram illustrates how to set up a per CPU multiplier based license:

To set up a per CPU multiplier based license and calculate compliance
5. On the IT Home page, select Asset Management > Manage CI and create a computer
system CI.
6. On the IT Home page, select Asset Management > Manage CI and create a processor CI.
Complete the product categorization using values in step 4 as well as specific fields on the
Specification tab (Processor Family- optional, Processor Type - required).
7. On the IT Home page, select Asset Management > Manage CI and search for the recently
created Computer System CI (step 5). On the Computer System CI Relationships tab, relate
both the product and processor CIs as components or hosted system components.
8. On the IT Home page, select Contract Management > Contract Console and create a
software contract. On the newly created software contract create a license certificate. Use
the product categorization from step 2. Choose the license type CPU Multiplier Based.
Custom Configuration tab > Asset Management > Advanced Options. The Processor Type
on the Advanced options has to match the Processor Type on the Processor CI. The
Software manufacturer should match the manufacturer of your Software Product CI and the
Calculation Type should match the License Type if using Multiplier or Constant Based.
Values can be obtained from the vendors.
11.
11. Create a new license job for CPU Multiplier Based.

12. Run your license job. The Product CI is connected.
The number deployed on the certificate will use the multiple factor from the table and use it
for the number of processors.
Example
If you have two processors related to a Computer System CI and the multiplier
factor is 1.00, the number deployed is two.
CPU1 x 1.00
CPU2 x 1.00
1 + 1 = 2
Setting up a per CPU sum based license

The per CPU sum based license type is based on the sum of all unique CPUs associated with
products that are associated with the license certificate. The following diagram illustrates how to
set up a per CPU sum based license:
To set up a per CPU sum based license and calculate compliance
System CI.
6.
Complete the product categorization using the values in Step 4 as well as specific fields on
the Specification tab (Processor Family- optional, Processor Type - required.
7. On the IT Home page, select Asset Management > Manage CI and search for the recently
created Computer System CI (step 5). On the Computer System CI Relationships tab, relate
both the Product and Processor CIs as components or hosted system components.
Software Contract for your software. On the newly created software contract create a
license certificate for your software. Use the product categorization from step 2. Choose the
license type CPU Sum Based.
10. Create a new license job for the CPU Sum Based license.
The Product CI is connected.
The number deployed on the certificate will sum the unique processors related to computer
systems where the product is installed.
Example
Two processors are related to a Computer System CI where the software is installed.
The number deployed will be 2.
CPU1 = 1
CPU2 = 1
1 + 1 = 2
Setting up a per instance license

This license is a simple count of the Software CIs in your organization. The following diagram
illustrates how to set up a per instance license:

To set up a per instance license and calculate compliance
using the product catalog entry from step 2.
5. On the IT Home page choose Asset Management > Manage CI and create a new Computer
System CI.
created in step 4, and relate it to the Computer System CI (Step 5) as a component or
hosted system component.
7. On the IT Home page, select Contract Management > Contract Console and create a
software contract for your software. On the newly created software contract create a license
certificate. Use the product categorization from step 1. Choose the license type Per
Instance.
8. On the IT Home page, select Asset Management > SAM console> Manage License Jobs.
9. Create a license job for the Per Instance license.
10. Run the license job. The Per Instance license type only counts licenses deployed when the
Product CI is related as a component or hosted system component to either, a Computer
System CI, a Mainframe CI, or a Printer CI.
Note
The License Engine searches AST:SearchFromBase_Relationship which looks for

child records related to CIs in BaseElement such as a ComputerSystem. For
orphan products, if the product is not installed on any machine, the product is
connected to the license, but it is not counted as deployed.

This is as designed. A product without a computer relationship can also be

manually related to a certificate and this too will not be counted for deployed
numbers.
Setting up a per server license

This license supports, doing a count of the unique number of servers that a particular software title
is installed on, and compares that with the total number of servers that a certificate allows from a
compliance standpoint. The connection question for this license type can be - What is the server
/model manufacturer? The following diagram illustrates how to set up a per server license:
To set up a per server license and calculate compliance
1. Create a new product catalog entry for Product Type = Software and CI Type = Product.
product catalog entry for Product Type = Hardware and CI Type = Computer System.
using the categorization from step 2.
5.
System CI (Server type) where Primary Capability = Server. You will need to populate the
Product Categorization for the CI from step 3. The Product Name and Manufacturer that you
use on the computer system CI will be used for connection questions in your license
certificate.
you created in step 4, and relate it to the Computer System CI.
the product categorization from step 2. Choose the license type Per Server. In the
connection question you will be asked for the Product Name and Manufacturer. This has to
match exactly the Product Categorization for Product Name and Manufacturer on the
Computer System CI.
9. Create a license job.
a. Run the license job.
The compliance will be determined based on the number of unique servers where the
software is installed. For example, if you have three different Computer System CIs where
Primary Capability = Server that have the same Product Name and Manufacturer as the
License Certificate connection question and the where Product CI is related, your licenses
deployed will be three.
Setting up a site license

The product is licensed for an entire site within the company. It can be restricted to a region, site
group, or site. The site is determined by the site of the computer system on which the product is
installed. This license type does simple count of instances of the software. The connection
question for this license type could be - Enter the site. The following diagram illustrates how to set
up a site license:

To set up a site license and calculate compliance
using the Product Catalog entry from above.
System CI. Populate the Location Information.
you created in step 4, and relate it to a Computer System CI as a component or hosted
system component.
the product categorization from step 2. Choose the license type Site. For the connection
details, you can choose to connect the certificate based on Region, Site Group or Site.
Populate the value based on how you want to connect the license.
8. Create a new license job.
The compliance details for the license certificate count the number of Computer System CIs
with the same Site as the certificate where the software is installed.

9.
Example
If there are two Computer System CIs with Location Information populated for the site
Headquarters Building 1.31, the License Certificate connection is for Headquarters
Building 1.31, and the Product CI is related, then two licenses are shown as deployed.
What is grouping certificates?

If you have multiple certificates in different contracts, you can group these certificates under a
master certificate.
Only certificates belonging to the same product categorization should be grouped. For example,
you might have a site license for Microsoft Visio for one location and 50 per instance licenses. Or,
you might have two different site licenses. You can use the default license types for grouped
certificates, or you can create a custom license type. For more information, see Grouping
certificates (see page 379).
What are connection questions?

Connection questions (in basic mode), customized connection forms (advanced mode), and
mappings define the criteria by which CIs are connected to certificates.
A default set of connection behavior is used regardless of whether connection questions or forms
are configured for a license type. See Default behavior for customized license types (see page 194)
.
If the default behavior is sufficient, connection questions, or forms, do not have to be configured for
a custom license type.
To determine which CIs should be connected to a license certificate, the license engine uses the
answers supplied to connection questions or supplied in connection forms at the time a license
certificate is created. For more information about creating license certificates, see Managing
software licenses (see page 373).
What are compliance questions and actions?

Compliance questions and actions work on the retrieved connection information to determine if
licenses are compliant with their license contract. You use the license type wizard to configure
compliance questions (for basic mode) or a compliance form (for advanced mode).
You also configure actions that test the compliance of CIs connected to licenses based on values
entered at the time the license certificate is created. For example, you can determine if there are
more deployed licenses than were purchased for a particular site.

What is a complex query?

CIs are grouped in a hierarchy where one main class contains sub-classes, which are referred to
as the CI grouping. You are creating a complex query if you build connection questions from a
main class and a sub-class or two separate sub-classes.
The CI Grouping field on the Connection Questions page of the license type wizard contains both
the main class (which populates the CI Type field on the Map Connection Questions page of the
license type wizard) as well as the sub-classes (which populate the Attribute field on the Map
Connection Questions page of the license type wizard).
For more information about creating a complex query in the license type wizard, see steps 4 and 5
in the Creating a license type by using basic mode (see page 202) section.
For more information about the CMDB models on which license type are based, see Modeling
business entities (see page 245).
Troubleshooting license types

This section describes how to troubleshoot license types and the various rules and operations that
they use.
When you use the license type wizard to create a license type, a set of rules is generated in the
License Engine forms and stored as metadata. These forms start with a prefix of RLE. When the
license engine runs, it executes these rules.
If your license job is not running properly, some of the reasons might be:
The rules might not have been set up as required.

The right qualifications might not have been defined.
The fields might not have been mapped correctly.
The right scope for the job might not be defined.
Test your new customized license type before you put it into production.
If everything has been set up correctly and the right scope has been defined for the license job,
follow the debugging suggestions in Logging (see page 247) and Debugging tips (see page 247).
Tip
Before trying to debug licenses, familiarize yourself with the rules engine configuration
described in BMC Remedy Action Request System server documentation:
Rule Engine plug-in configuration

Rule Engine Configuration plug-in configuration

Note
Before you begin debugging, export the license type forms as a backup. For a list of the
forms you need to export and the method to follow, see Backing up the license type forms
(see page 246).
Backing up the license type forms

License type forms can be backed up to ensure there is no loss of data that prevents you from
using your existing license types.
To backup the forms, before you begin troubleshooting, export the license type forms listed in the
following table using BMC Remedy Developer Studio. Then you can import them at a later time if
you need to recover them.
List of license type forms
AST:ConfigAction_CalculateSpecificData
AST:ConfigAction_GetSpecificData
AST:Config_ActionBase
AST:ConfigCompliance_RuleReference
AST:ConfigConnection_RuleFieldMapping
AST:ConfigCompliance_RuleDefinition
AST:ConfigBasicQuestionRegistry_DispProp
AST:ConfigBasicQuestionRegistry_Base
AST:ConfigLicenseTypeRegistry_DispProp
RLE:ComplexRuleSpecificData
RLE:CalculationRuleSpecificData
RLE:GetRuleSpecificData
RLE:LoopRuleSpecificData
AST:ConfigLicenseTypeRegistry_Base
AST:ConfigCompliance_ActionSelectList
AST:ConfigAction_UpdateSpecificData
AST:ConfigRuleSet
RLE:RuleSet
RLE:RuleSetType
RLE:BaseRule
RLE:UpdateRuleSpecificData
AST:ConfigAction_CompareSpecificData

Logging
To help debug problems, you can turn logging on at the engine level.
To log all of the rules as they execute, you can set the log level to debug. Then you can examine
the rules to determine whether they are being translated to the right fields, are returning the right
results, and so on. The log file is in the DB directory of the BMC Remedy AR System server and is
called arjavaplugin.log.
For more information about setting the log level, see Configuring the license engine (see page 180)
.
Debugging tips
Every license type created by the license type wizard creates a corresponding set of rules that are
stored in the license engine rule forms and start with a prefix of RLE:.
The corresponding rules created are as follows:
Query operations translate into GET rules.

Create/modify operations translate into UPDATE rules.
Computational operations translate into CALCULATE rules.
Comparison operations translate into COMPARE rules.
To debug license types, try some of the steps in the following sections:
If a license type is not running (see page 248)

If the right CIs are not connected to a certificate (see page 248)
If compliance actions are not working correctly (see page 248)
Note
Do not delete the data in the following forms directly because the functionality for the
corresponding license types will not work. Also there are a few system rules shipped with
7.5.00 that are loaded in the RLE forms at installation time. These rules should not be
modified or deleted because they are used by all license types.
Following are some of the RLE forms and the system rules that they contain:
The RLE:RunTag form has a system rule for the LIVE RunTag.
The RLE:RuleSetType form has two system data rules: one for CONNECTION
jobs and the other one for COMPLIANCE jobs.
The RLE:RuleSet, RLE:GetRuleJoin, RLE:UpdateRuleJoin, and RLE:
LoopRuleJoin forms have two rulesets called GetScope and CommitData. These
are used to process connection rules for all rules.

Several other RLE forms are also installed will all the default license types that are
shipped with the BMC Remedy Asset Management application. Do not modify any
of this data in the forms. Only modify or delete license types using the license type
wizard.
If a license type is not running

Ensure that the license type is enabled as described in Managing license types and related license
certificates (see page 221).
If the right CIs are not connected to a certificate
Examine your connection rules to ensure the following points:

If you are using the basic model, you have the right questions mapped to the CMDB
classes/fields.
If you are using the advanced model, you have the right fields mapped to the CMDB
fields.
The following is the sequence of operations that occur when a connection job is run. You
can track the sequence of these operations in the arjavaplugin.log log if needed by
turning debugging on as described in Configuring the license engine (see page 180).
A scope list is updated in a back-end table called AST:LicenseScopeTable, based on
the equal parameter defined for the job.
The system gets the certificates for the license type.
For every certificate, the system gets the matching CIs.
The system updates the scope list with the CIs that have matching certificates.
The system performs further operations on the scope table, for example, CIs get
related to certificates, exception data gets processed, and so on.
If compliance actions are not working correctly
Ensure that all of the actions are in the right sequence because the results of previous
actions can be used in subsequent actions.
Ensure that each action has the correct WHERE qualifiers, so that the right set of data is
returned.
Create license type examples

This section provides examples to show you how to create license types in the BMC Asset
Example - Creating a site license type (basic mode) (see page 249)
Example - Creating a per instance license type (basic mode) (see page 258)
BMC Remedy AR System fixed and floating license type example (advanced mode) (see
page 267)

Related topic
Configuring license types (see page 192)
Example - Creating a site license type (basic mode)

This procedure provides an example to show you how to create a custom license type in basic
mode based on the default Site license type.
To create a custom license type in basic mode
The Configure License Type dialog box appears.
3. Click Create.
The license type wizard starts.
4. Update the Create License Type page as follows:
a. Select Global as the company.
This makes the license type available to all companies.
b. Enter Site Example as the name for the license type.
Note
Do not name this license type Site because that license type already exists
in the system.
c. Enter the following description for the license type: Example site license that includes
all software from a manufacturer being used by a specific site.
By default, the status is set to Draft.
d. For Groupable, select No.
e. For License Type Mode, select Basic.
Note
After a license type is created, it has to be enabled. This example shows

you how to that in a later step.
The following figure shows what the Create License Type page should look like:

5. Click Next.
6. Update the Connection Questions page as follows:
a. For Question, enter text that prompts for the product name: Enter certificate site.
b. For Field Type, select Char.
c. For the CI Grouping, select Computer System.
You select Computer System instead of Software because computer systems, and
not CIs, are usually updated with Site because there are typically fewer of them.
d. Click the Sequence up arrow to make the sequence 1.
The following figure shows what the Connection Questions page should look like with
the information filled in:
7.
7. Click Add.
The connection question is added to the list.
8. Click Next.
9. Update the Map Connection Attributes page of the license type wizard as follows:
a. For the CI Type, select Computer System.
b. For the Attribute, select the database name, in this case Site.
This mapping needs to be made so the system can return the list of computer
systems that have a site name that matches the site name entered (in answer to the
connection question created earlier) when the certificate is created. The next sections
in this example show you how to build the compliance questions and actions that are
used to determine compliance.
c. Click Map Attribute.
The mapping is added as shown in the following figure:
10. Click Next.

11. On the Compliance Questions page that appears, build the first compliance question as
follows:
a. Enter the following question: Number of products deployed.
b. For Field Type, select Int.
c. For Sequence, select 1.
This indicates the sequence in which the question is asked when the license
certificate is created.
d. Since this compliance question is updated later by an update action, select Yes for
Computed Value.
e. For Field Visibility, select Visible Read/Write.
The field visibility needs to be set to read/write access because this field is updated
by a value entered when the license certificate is created.
The following figure shows how the Compliance Questions page should look:

e.
f. Click Add.
The question is added to the list.
12. Click Next.
The next section of the example shows how to create the actions that work with the
compliance question to determine whether the list of certificates retrieved by the connection
question and its mapping are compliant.
13. On the Compliance Actions page of the create license wizard, select Get in the Action field
and then click Create.
14. Build the Get action as follows:
a. Enter the following name for the Get action: Get deployed products. This action
retrieves the number of deployed licenses from the list of certificates returned by the
connection question and mapping configured earlier.
b. Select AR as the source from which to retrieve the information.
c. In the Target field, enter the name of the form from which to retrieve the information:
CTR:Contract_Relationship. This form holds all connection information stored for
processed connection questions.
Tip
You configure a license type with the conditions that will be present at the
time the license certificate is created. The CTR:Contract_Relationships form
will be populated with the information that this Get action needs at that time.
d. For this license type, you want to count the number of deployed licenses, so select
Count as the type.
e.
e. From the Rule list, select GetCertificates > instanceId, as shown in the following
figure, to start the rule count to retrieve the number of license certificates:
f. From the Operator list, select =.

g. From the Value list, select Child Instance ID*.
The WHERE field now contains GetCertificates.instanceId =
'Child_Instance_ID' as shown in the following figure:
h. Click Save.
The Compliance Actions page of the license wizard is redisplayed and the Get action
appears in the list:

In order to display the results of the Get action and set the compliance flag, you must
build an update action.
15. From the Action list, select Update and then click Create.
16. Build the update action as follows:
a. Enter the following name: Update Compliance.
b. For the Source, select Compliance Question.
c. From the Set list, select Number of products deployed.
This value indicates that the question field should be updated based on the count
retrieved in the Get.
d. In the Set Value From field, select Rule.
e. From the Value list, select Get Questions > Number of products deployed, as shown
in the following figure:

f. Click Add.
17. Create a second update action in which you set the compliance flag to return a true or false
to indicate whether the licenses are compliant. Leave the Update dialog box open and
complete the rest of the steps.
Tip
For the Site default license type, and if a site licenses exists, it is compliant
because all of the license certificates fall under the site license. That means the
compliance flag can be set to 1, indicating true for compliance.
a. For the Source, select AR.

b. From the Set list, select ComplianceFlag.
c. In the Set Value From field, select Constant.
d. In the Value field, enter 1.
The compliance flag is set to 1 because this is the true setting and the site license is
compliant.
The Update Action dialog box should appear as shown in the following figure:

e. Click Add.
Both update actions appear in the list.
18. Now build the WHERE qualifier for the update action:
a. In the Matching Requests list, select Modify all matching records.
b. From the Rule list, select GetCertificates > instanceId.
This is added to the WHERE field as the clause starts to be built.
c. From the Operator list, select =.
d. From the Value list, select Certificate_InstanceId.
The WHERE qualifier should look like the following figure:
19. Click Save.

The Compliance Actions page of the license wizard is redisplayed and all of the compliance
actions appear in the list, as shown in the following figure:

20. Click Done.

21. At the prompt, click Yes to create the license type.
The license type is created and displayed in the list in the Configure License Type dialog
box, as shown in the following figure:
By default the license type is created in draft mode.

22. To enable the license type, select it and click Enable.
23. Click Close.
Related topic

Example - Creating a per instance license type (basic mode)

This procedure provides an example to show you how to create a custom license type in basic
mode based on the default per instance license type.
To create the per instance example license type in basic mode
The Configure License Type dialog box appears.
3. Click Create.
The license type wizard starts.
4. Update the Create License Type page as follows:
a. Select Global as the company.
This makes the license type available to all companies.
b. Enter the following name for the license type: Per instance example.
Note
Ensure that you do not name this license type Per instance because that
license type already exists in the system.
c. Enter the following description for the license type: Example per instance license that
includes all instances of a software application.
By default, the status is set to Draft.
d. For Groupable, select Yes.
e. For License Type Mode, select Basic.
Note
After a license type is created, it has to be enabled. This example shows

you how to do that in a later step.
The following figure shows what the Create License Type page should look like:

5. Click Next.
The Build Connection Questions page of the license type wizard appears. For this license
type, the entire set of CIs are used so no connection questions are necessary to filter the
set.
6. Click Next to bypass the Build Connection Questions page.
The Connection Mapping page is also bypassed and the Build Compliance Questions page
appears.
7. On the Compliance Questions page that appears, build the first compliance question as
follows:
a. Enter the following question: Number of licenses purchased.
The Integer Field Type field appears because this is also a groupable license type.
d. Because this is a value that cannot be computed, select No for Computed Value.
f. For the Integer Field Type field, select Summable.
The following figure shows how the Compliance Questions page should look:

g. Click Add.
The first question is added to the list.
8. On the Compliance Questions page that appears, build the second compliance question as
follows:
a. Enter the following question: Number of licenses deployed.
d. Because this is a value that must be derived, select Yes for Computed Value.
e. For Field Visibility, select Visible Read Only.
The field visibility needs to be set to read only access because this field is being
computed.
f. For the Integer Field Type field, select Distributable.
The Summable Field List and Set Compliance Alarm fields appear.
g. From the Summable Field List list, select Number of licenses purchased.
h. From the Set Compliance Alarm list, select Yes.
If the calculation for this field is not compliant, the alarm has to be set to go off.
i. Click Add.
The second question is added to the list.
9. On the Compliance Questions page that appears, build the third compliance question as
follows:
a. Enter the following question: Breach warning level 1.
c.

Because this field is being updated by a value entered when the license certificate is
created, the field visibility needs to be set to read/write access.
g. Click Add.
The third question is added to the list.
10. On the Compliance Questions page that appears, build the fourth compliance question as
follows:
a. Enter the following question: Breach warning level 2.
g. Click Add.
The fourth question is added to the list. The list of questions should appear as shown
11.
11. Click Next.

The next section of the example shows how to create the actions that work with the
compliance questions to determine whether or not the list of certificates retrieved by the
default connection behavior are compliant. For more about default license type behavior,
see Default behavior for customized license types (see page 194).
12. On the Compliance Actions page of the create license wizard, select Get in the Action field
and then click Create.
13. Build the Get action:
a. Enter the following name for the Get action: Get number of licenses deployed. This
action retrieves the number of deployed licenses from the list of certificates returned
by the default connection behavior (since no connection questions and mappings
were configured for this example).
b. Select AR as the source from which to retrieve the information.
c. In the Target field, enter the form name from which to retrieve the information: CTR:
Contract_Relationship.
This form holds all connection information stored for processed connection questions.
Tip
You configure a license type with the conditions that will be present at the
time the license certificate is created. The form CTR:Contract_Relationship
will be populated with the information that this Get action needs at that time.
d. For this license type, you want to count the number of deployed licenses, so select
Count as the type.
e. From the Rule list, select GetCertificates > instanceId, to start the rule count to
retrieve the number of license certificates.
f. From the Operator list, select =.
g. From the Value list, select Child Instance ID*.
The WHERE field now contains GetCertificates.instanceId =
'Child_Instance_ID' as shown in the following figure:
h. Click Save.
The Compliance Actions page of the license wizard is redisplayed and the Get action
appears in the list.
The next steps create the compare action to determine if the number of deployed
licenses is compliant based on the number purchased.
14. From the Action list, select Compare and click Create.
15.
15. Build the action that will compare the number of licenses deployed with the number
purchased, as follows:
a. Enter the following name: Check if compliant.
b. From the Rule list, select Get Questions > Number of licenses purchased, as shown
c. From the Operator list, select the >= sign.

d. From the Rule list, select Get number of licenses deployed > COUNT, as shown in
the following figure:
The completed expression should look as follows:
Get Questions.Number of licenses purchased >= Get number of licenses

deployed.COUNT
e. Click Save.
The next set of steps calculate how many licenses are left based on the number
purchased and the number deployed.
16. From the Action list, select Calculate and click Create.
17. Build the calculate action as follows:
a. Enter the following name: Check licenses left.
b. From the Rule list, select Get Questions > Number of licenses purchased.
c. From the Operator list, select the - (minus) sign.
d. From the Rule list, select *Get number of licenses deployed > COUNT.

d.
Get Questions.Number of licenses purchased - Get number of licenses

deployed.COUNT
e. Click Save.
Next, two breach warning flags are configured as compare actions to warn an
operator when licenses are approaching non-compliance.
18. From the Action list, select Compare and click Create.
19. Build the compare action to set breach warning 1, as follows:
a. Enter the following name: Check if approaching breach warning level 1.
b. From the Rule list, select Get Questions > Breach warning level 1, as shown in the
following figure:
c. From the Operator list, select >=.

d. From the Rule list, select Check licenses left > RESULT.
Get Questions.Breach warning level 1 >= Check licenses left.RESULT
20. Build the compare action to set breach warning 2, as follows:

a. Enter the following name: Check if approaching breach warning level 2.
b. From the Rule list, select Get Questions > Breach warning level 2.
c. From the Operator list, select >=.
d. From the Rule list, select Check licenses left > RESULT.
Get Questions.Breach warning level 2 >= Check licenses left.RESULT
To display the results of the Get action and set the breach level and compliance
flags, you must now build an update action.
21. From the Action list, select Update and click Create.
22. Build the update action as follows:
a. Enter the following name: Update compliance.
b.
22.
b. For the Source, select Compliance Question.

c. From the Set list, select Number of products deployed.
d. In the Set Value From field, select Rule.
e. From the Value list, select Get number of licenses deployed > COUNT, as shown in
the following figure:
f. Click Add.
23. Create a second update action in which you set the compliance flag to return a true or false
to indicate whether the licenses are compliant. Leave the Update dialog box open and
complete the rest of the steps.
a. For the Source, select Compliance Question.
b. From the Set list, select ComplianceFlag.
c. In the Set Value From field, select Rule.
d. In the Value field, select Check if compliant > RESULT.
This value indicates that the compliance flag should be set based on the result of the
"Check if compliant" compare action configured earlier.
e. Click Add.
Both update actions appear in the list.
24. Create a third update action in which you set the breach level 1 flag. Leave the Update
dialog box open and complete the rest of the steps.
a. For the Source select Compliance Question.
b. From the Set list, select Breach Level 1 Flag.
c.
24.

d. In the Value field, select Check if approaching breach warning level 1 > RESULT.
This value indicates that the breach level 1 flag should be set based on the result of
the Check if approaching breach warning level 1 calculate action configured earlier.
e. Click Add.
Three update actions appear in the list.
25. Create a fourth update action in which you set the breach level 2 flag. Leave the Update
dialog box open and complete the rest of the steps.
a. For the Source select Compliance Question.
b. From the Set list, select Breach Level 2 Flag.
d. In the Value field, select Check if approaching breach warning level 2 > RESULT.
This value indicates that the breach level 2 flag should be set based on the result of
the Check if approaching breach warning level 2 calculate configured earlier.
e. Click Add.
Four update actions should appear in the list, as shown in the following figure:
The following default WHERE qualifier is supplied because Compliance Question

was selected for Source:
"GetCertificates.InstanceId" = 'Certificate_InstanceID'

For this example, this WHERE qualifier is sufficient and does not need to be
modified.
26. Click Save.
The Compliance Actions page of the license wizard is redisplayed and all of the compliance
actions appear in the list as shown in the following figure:
27. Click Done.

28. At the prompt, click Yes to create the license type.
The license type is created and displayed in the list in the Configure License Type dialog
box.
By default the license type is created in draft mode.
29. To enable the license type, select it and click Enable.
30. Click Close.
Related topic
BMC Remedy AR System fixed and floating license type example (advanced
mode)
The BMC Remedy AR System fixed and floating default license type is an example of a license
type created in advanced mode. To understand more about how advanced license types are
created, you can view the different parts of this license type.
To view the BMC Remedy AR System fixed and floating license type
2.
Configure License Type, and then click Open. The Configure License Type dialog box
appears.
3. Select the BMC Remedy AR System fixed and floating default license type and click View.
The license type is displayed in the license type wizard.
4. Click Next to view the different parts of the license type.

You can rename an existing license type from the Configure License Types dialog.
2. From the Application Settings list, choose Asset Management> Advanced Options>
3. From the list, select the license type that you want to rename and click Rename.
4. Update the name and description for the license type in the dialog box displayed and click
OK, then click Yes to confirm.
The updated name is displayed on the Configure License Type dialog.
Enabling and disabling license types

When you create a license type in draft mode, you must enable it in order to use it.
For more information about creating a license type in draft mode, see Configuring license types
(see page 192).
Note
All license types have to enabled, including the license types shipped with the BMC Asset
Management application. For more information about the license types shipped with the
BMC Asset Management application, see Default system license types (see page 193).
To enable a license type
3. From the list, select the license type that you want to enable and click Enable.

3.
Tips
To prevent certain license types from being used, you can disable them by
selecting them from the list and clicking Disable.
You can continue learning more about the different types of questions you
can ask and the mappings and actions you can use by looking at the default
license types shipped with the BMC Asset Management application. Select
one of the default license types from the Configure License Type dialog box
that appears when you double-click Configure License Type on the Custom
Configuration tab of the Application Administration Console, and click View.
For more information about the default license types, see Default system
license types (see page 193).
Configuring email-based approvals

Approval notification messages for email-based approvals are pre-configured for BMC Remedy
ITSM applications. By default, email-based approvals are enabled by default.
Email-based approvals require that the BMC Remedy AR System Email Engine be configured to
support the Modify operation for incoming emails. For detailed information about required
configuration on the BMC Remedy AR System server, see Configuring BMC Remedy Email Engine
for modify actions.
This section provides email-based approval configuration information related to BMC Remedy
ITSM applications.
Enabling email-based approvals (see page 269)

Customizing approval emails (see page 270)
Enabling email-based approvals

You can use configuration options to enable or disable email-based approvals for companies. Out
of the box, email-based approvals for the Global company record are enabled.
Note
When you upgrade, email-based approvals are disabled. You must manually enable
email-based approvals after the upgrade.

To enable or disable email-based approvals for a company
1. On the Custom Configuration tab of the Application Administration Console, choose

Foundation > Notification Engine > Approval Email Configuration.
2. In the Configure Email Based Approval dialog box, select the name from the Company field.
To enable or disable email based approvals for all companies, select Global from this list.
3. In the Status field, select the appropriate status.
Customizing approval emails

Out of the box, approval emails contain basic information about the request that requires an
approval. You can customize the fields that are displayed in approval emails.
For information about modifying the format of the emails, see Customizing the template in the BMC
Remedy AR System documentation.
To customize the content of approval emails
1. Log on to a browser as a BMC Remedy AR System administrator and open the SYS:
Notification Messages form.
2.
2. Locate the notification message that is defined for email approvals for the application:
Application Notification message
BMC Asset Management AST-APR-ApprovalNTForIndividual
BMC Change Management CHG-APR-ApprovalNTForIndividual
BMC Service Request Management SRM-REQ-Approver_Notification
BMC Release Management RMS-APR-ApprovalNTForIndividual
BMC Knowledge Management RKM-APR-ApprovalNT
3. Update the text in the Email Message Body box with the customized email content.
Use HTML tags to create and format the email message content.
Example
In the following code, basic HTML tags have been used to format the data. #Date
Required# and #Description# indicate the display of the Date Required and Description
fields in the email.

<td><table width="100%" cellpadding="0" cellspacing="10">

<tr><td width="40%" valign="top" align="left">

Requisition ID:</td>
<td width="60%" valign="top" align="left">
<a href="http://<serverName>:port/arsys/forms/<arSystemServerName>/
AST:PurchaseRequisition/?eid=#Requisition ID#">#Requisition ID#</a>
</td></tr>
Date Required:</td>
#Date Required#</td></tr>
Description:</td>
#Description#</td></tr>
</table></td>
4. To include additional fields in the email message, click the down arrow next to the Email
Message Body field and select a field from the list.
To add fields that are not listed, see the details for the SYS-Notification Messages form in
System Events and Message Catalog for the Notification Engine.
Field names are enclosed in # tags.
Note
For fields that you select from the list, notification workflow translates the field
variables into the actual field contents before sending the notification message. If
you add fields that are not in the list, notification workflow must be customized. For
more information on email fields and workflows, see Defining a workflow to send
email notifications in the BMC Remedy AR System documentation.
5. Save the form.
Your approval email message will display the fields that you included in the Email Message Body
field.

Configuring processor multipliers

If you use the Per Core Multiplier, Per CPU Multiplier, Per CPU Constant, or Per Core Constant
based license models, you must configure the multipliers or processor value units (PVUs) that the
model will use. These multipliers usually vary from one software manufacturer to another, so you
must configure a multiplier for each software manufacturer.
To configure processor multipliers

Configure Processor Multipliers, and then click Open.
The Configure Processor Multipliers form is displayed.
3. Select the Calculation Type, for the model that you are configuring.
Select Multiplier for the Per Core and Per CPU Multiplier Based models.
Select Constant for the Per Core and Per CPU Constant Based models.
4. Select the Software Manufacturer that represents the manufacturer of the product that is
related to the license certificate. This field is required.
5. Select the Processor Type.
For the Per Core and Per CPU license models, you need to set up multipliers only for the
Central Processor type. This field is required.
Note
For steps 5 to 8, processor attributes should match the attributes of the processor
in the CMDB.
6. Enter or select a Processor Product Name.

7. Select a Processor Family.
8. Select a Processor Max Clock Speed.
9. Enter a Multiplier.
This is a required field which supports real numbers.
Note
While running the Per CPU Multiplier or Per Core based license models, if a
multiplier is not found, a default multiplier of 1 is used. When running these license
models the number of licenses deployed gets rounded off after the multiplier is
applied.
10. Click Save and then close the form.


After you configure the multipliers, you must run the corresponding license jobs to use the
multipliers. For more information about running license jobs, see License jobs and running the
SWLM engine (see page 86).
Enabling chat, Twitter notifications, and RSS

feeds
To use the chat, Twitter notification and RSS feed functionality, you must enable it. Out of the box,
these options are disabled by default.
To enable chat, Twitter notification, and RSS feed functionality

1. Select Application Administration Console > Custom Configuration > Foundation >
Advanced Options > System Configuration Settings - System Settings.
2. Click Open.
3. Select the Social Collaboration features to enable:
Enable Notification via Twitter
Enable RSS Feed
Enable Chat
4. Click Save.
5. For your changes to take effect, log out and log back on.
Upgrading
Refer to the BMC Remedy ITSM Deployement online documentation for consolidated installation
andupgrade procedures for all of the components in the BMC Remedy IT Service
Management (ITSM) Suite.
Integrating
This section provides information about integrating BMC Asset Management with other products
and solutions.
BMC BladeLogic Client Automation (see page 275)

BMC Service Level Management and BMC Asset Management (see page 275)
How BMC Asset Management integrates with other products (see page 275)

BMC BladeLogic Client Automation

BMC BladeLogic Client Automation reduces the complexity and costs of managing desktops,
laptops, and handheld devices. It does this through policy-based automation of application
management, inventory, software usage tracking, and software harvesting, as well as advanced
PC power settings.
By automating the delivery, installation, updating, repair, removal, and management of applications
on desktops, laptops, and mobile devices, the product helps departments meet growing service
level demands, and reduces business risk associated with application downtime and virus attacks.
By tracking software usage for both physical and virtual applications, BMC BladeLogic Client
Automation provides IT departments with visibility into what applications are installed across the
enterprise, as well as their usage frequency. This knowledge can help them minimize potential
violation issues, reduce software license purchase costs, and increase the use of existing licenses.
When the BMC BladeLogic Client Automation product is deployed as part of a larger BMC Change
and Configuration Management solution, it provides vital usage statistics to BMC Asset
Management by means of BMC Atrium Configuration Management Database, to match what is
deployed and being used against software contracts stored in BMC Asset Management.
BMC Service Level Management and BMC

Asset Management
BMC Asset Management integrates with the BMC Service Level Management application to
provide service level definitions for outage time. You can configure BMC Service Level
Management to provide service level definitions for system availability related to service targets.
When BMC Service Level Management is installed, a tab is enabled on the CI Unavailability form
in BMC Asset Management, showing service targets and milestones that are associated with a CI.
For more information, see Using BMC SLM with BMC Asset Management.
How BMC Asset Management integrates with

other products
In a typical environment, you use BMC Asset Management with other products. For example, you
might use a discovery product to populate BMC Atrium Configuration Management Database
(BMC Atrium CMDB). The following table lists products that might be used in your environment:
Products used with BMC Asset Management

Product Relationship with BMC Asset Management
BMC Atrium CMDB BMC Asset Management extends the BMC Atrium CMDB common data model.
BMC Asset Management provides views of CIs that focus on the attributes
applicable to managing your assets.
Discovery products, such as the following Discovery products automatically populate BMC Atrium CMDB. BMC Asset
products: Management is a consumer of data from discovery products.
BMC Configuration Automation for Note: If you are using the BMC Asset Management software license management
Clients Configuration Discovery feature together with BMC Configuration Automation CDI, you must use BMC
Integration for CMDB (BMC Configuration Automation CDI patch 7.5.00.001 or later.
Configuration Automation CDI)
BMC Atrium Discovery and
Dependency Mapping (BMC
Atrium Discovery)
BMC Service Level Management Agreements created in BMC Service Level Management can be tied to CI
unavailability (outages). For example, an agreement can establish the maximum
length of time that certain items can be unavailable and set penalties for breaching
the agreement.
BMC Change Management BMC Asset Management can initiate change requests to make sure that work is
performed in the following areas:
Purchasing — When you purchase an item requiring installation, you can

generate a change request.
Scheduled audits and maintenance — Change requests can be generated to
assign and track the work.
When BMC Change Management updates BMC Atrium CMDB, you can view
the changes in BMC Asset Management.
BMC Service Desk Service desk analysts can record CI unavailability from incidents and can link
incidents to CI unavailability. Service desk analysts and problem analysts can use
information from BMC Asset Management to help diagnose incidents and problems.
Using
This section describes how to complete tasks that are associated with the user goals for BMC
Asset Management.
Accessing and navigating the interface (see page 277)

Modifying your application preferences (see page 303)
Using search (see page 304)
Working with broadcasts (see page 311)
Changing datasets (see page 315)
Creating reminders (see page 421)

Creating and managing purchase requisitions (see page 422)

Working with costing and charge-backs (see page 442)
Managing asset inventory (see page 465)
Performing bulk updates (see page 470)
Using the configuration catalog (see page 471)
Using BMC Atrium Service Context (see page 482)
Using social collaboration (see page 485)
Working with reports (see page 495)
Using the KPI flashboards (see page 501)
Approving or rejecting requests via email (see page 505)
Accessing and navigating the interface

This section provides general information about how to access the BMC Asset Management
application and work in the user interface.
Accessing the BMC Remedy ITSM Suite applications

This section describes how to start the BMC Remedy IT Service Management suite of applications
from your browser and navigate through the application.
To log in and access the BMC Remedy ITSM Suite applications
1. Type the following URL into your browser:

http://<webServer>:<port>/arsys/shared/login.jsp
<webServer>: Fully qualified name of the BMC Remedy Mid Tier system, specified in
the format server_name.company.com.
<port>: (Optional) Port number (required if the web server is not on the default port)
2. In the User Name and Password fields of the Welcome page, enter your user name and
password.
3. Click Login. The IT Home Page opens.
Note
The IT Home page opens by default, however, system administrators can

configure another home page to open, instead.
Navigating the interface

This section describes the Asset Management console and some of its features, some of which are
common across the other BMC Remedy IT Service Management applications. This section also
introduces the other consoles in BMC Asset Management. The following topics are provided:

IT Home page (see page 278)

Navigating consoles, forms, and modules (see page 282)
User interface standards for field labels (see page 285)
Icons used in the interface (see page 285)
Using the Asset Management console (see page 286)
Role-based consoles (see page 290)
Working with the Overview console (see page 291)
About the Contract Management console (see page 295)
About the Software Asset Management (SAM) console (see page 299)
Viewing KPIs (see page 302)
IT Home page
When you start the BMC Remedy IT Service Management Suite, the IT Home page displays the
Overview console by default. However, you can set up what you want to see on the IT Home page.
If you are a system administrator, you can configure the page for all users. Otherwise, you can
configure your own user ID to see your views.
This topic provides the following information:
The following figure illustrates the functional areas of the IT Home page.
IT Home page and its functional areas
The following table describes each of the functional areas of the IT Home page.

Functional Purpose
area
Home page header
Logout Click Logout to exit the application.
Breadcrumb The breadcrumb bar helps you keep track of the records you are viewing and helps with navigation. For more
bar information about breadcrumbs, refer to Navigating consoles, forms, and modules.
Global search Type in a word or a phrase in the search area, and the application will search across multiple forms for records
that match your input. For more information about global search, refer to Using Global search.
Navigation pane
Application Depending on your permissions and other installed applications, the following links are displayed. Use them to
menu open consoles for applications as well as consoles for other features.
Quick Links
AR System Administration
AR System Sample Application
Administrator Console
Analytics
Asset Management
Atrium Core
Atrium Integrator
Change Management
Change Management Dashboard
Contract Management
Data Management
Foundation Elements
Incident Management
Knowledge Management
Problem Management
Process Designer
Product Catalog
Release Management
Requester Console
Return On Investment
Service Level Management
Service Request Management
Task Management
Virtual Agent
Note: When you run your mouse over the applications, you see a second menu. You can select one of
those options to go directly to a form. For example, roll over Change Management and select Change
/Release Calendar. The Calendar screen appears.
Configuration Use these buttons to configure your panel display.

Buttons
Overview
console
Company These fields combine to provide a way to indicate the company name and the assigned-to categories filtering the
and View By records in the Console List table.
Refresh This button refreshes the data in the table.
Preferences This button allows you to set preferences for the console list table. You can remove columns, set refresh
intervals, reset and save your preferences.

Functional Purpose
area
Console List This table lists the different types of requests.

table
Configuring the IT Home page
You can configure the IT Home page to display information of your choice. For example, Bob
Baxter is the Manager for payroll at Calbro Services. He likes to keep track of all potential
problems, changes, and incidents pertaining to his department. He also tracks software license
contracts so that he knows which ones are about to expire. Bob configures his panels to display all
the information he is looking for, as follows:
Asset Management > Contracts About to Expire in 90 Days

Change Management > All Open Changes with Extensive Impact
Incident Management > All Open Incidents with Extensive Impact
Problem Management > All Open Problems by Status and Priority
To add or delete panels
You can specify how many panels to display on your IT Home page up to a maximum of four
panels.
1. In the IT Home page, click the button.

Four panels appear.
2. To delete a panel, click the button on the panel.
To configure panels
You can select what to display on your IT Home page.
Note
You can configure your panels only with options for which you have permissions.
1. In the panel, click the Show list and run your cursor over the list of options.
2. From the list of work areas for each option, select the one to display (for example, Asset
Management > Software Certificates).
The panel displays your selection.
3.
3. Repeat steps 1 and 2 for your other panels.

To change display on a panel, click the button to display the Show list, and make
another selection.
4. Click the button to save your IT Home page.

A dialog box confirms that your customized layout has been saved.
5. Click OK.
When you next log on, you will see your saved IT Home page.
Note
When displayed from the IT Home page, the Incident console and the Overview
console display all incident requests that are assigned to and that are owned by
the person currently logged in, even when the person's Incident Management
application preferences are configure to show only incidents that are assigned to
that person. In the situation described in this note, the application preferences
apply only when viewing the incidents from within the Service Desk application.
To expand and collapse panels
1. In the panel, click the button.

The panel collapses.
2. In the panel, click the button.

The panel expands to its original size.
To restore a default IT Home page view
1. In the IT Home page, click the button.

A dialog box informs you that the default layout for this page will be brought back.
2. Click OK to proceed or Cancel to retain your current layout.
If you click OK, the panels on the IT Home page disappear and the Overview Console is
displayed.
To hide or show the navigation pane
In the IT Home page, click the Applications button to hide or show the navigation pane.
Customizing and using the IT Home page video
Disclaimer

Although the concepts and procedures presented in this video are correct, the user
interfaces shown are not current.
Navigating consoles, forms, and modules

This topic describes how to navigate around BMC Remedy ITSM consoles, forms, and modules:
In most cases, when you open consoles, forms, and modules from the IT Home page, they open
inside the IT Home page view. Similarly, if you open a form from a console, the form replaces the
console in the view.
Note
If you are working in a hub and spoke environment and open a spoke server record from
the hub server, the spoke server record opens in its own window. Each subsequent
spoke server record that you open from a hub server also opens in its own window. You
can open as many spoke server windows as necessary.
Be aware that opening a spoke server record on a hub server can take a little longer than
it does to open records in environments that are not configured for the Hub and Spoke
capability. This is because the hub server must first determine which spoke server to
connect to and then open the record in separate browser window.
If you open a related record from a form, the related record opens in the view that was occupied by
the form. For example, if you are working with a problem investigation (the "parent" record) and
from the parent record you open a related incident request, the incident request replaces the
parent record in the view. If you then open a change request from the incident request, the change
request replaces the incident request in the view, and so on. To help you keep track of the records
you are viewing and to help with navigation, there is a breadcrumb bar across the top of the view
field.
Note

Not all of the consoles, forms, and modules open in the view area. For example, the BMC
Remedy AR System Approval Central module opens in a new window. When a console,
module, or form opens in a window, it is not added to the breadcrumb bar.
The breadcrumb bar contains links to the records that you opened from the parent record. When
you open a record, the breadcrumb trail expands along the breadcrumb bar to the right, with the
new link. If there are more than six links in the breadcrumb trail, arrows appear at one or both ends
of the bar that let you scroll back and forward on the bar to see links not currently in the view.
The first link in the breadcrumb trail indicates the place from which you started. It can be a console
or a form. For example, if you open a change request record directly from the IT Home page, the
first link in the breadcrumb trail takes you to the change request.
The last link corresponds to the record currently in the view. If you open a link to the left of the
record currently in view, the system truncates the breadcrumb trail to that link. The history is
retained, however, so you can use the back and forward arrows in the navigation controls to move
through the bar one record at a time. There is also a history of your most recently viewed records,
which you can use to move directly to a record. Click the down arrow to open the history list.
Note
The Forward button is only visible after you move back down the breadcrumb bar by
opening a link to a record that you previously viewed.
The breadcrumb navigation buttons and bar
If you are viewing a record from the middle of the breadcrumb trail and then branch off to another
parent-type record, the system removes the forward breadcrumb trail from the point where you
branched off and starts a new history from there, using the new parent-type record as the starting
point. For example: You open a problem investigation, then open a related incident request, and
from the incident request you open a related change request. If you go back to the incident request
record and then open a second problem investigation, the breadcrumb bar no longer contains a
link to the change request. The breadcrumb trail now shows the original problem investigation, the
incident request, and the second problem investigation. It then shows any related records that you
subsequently open from the second problem investigation.
When you close the parent record, the system removes the breadcrumb history.
What happens to data as I move back and forth on the breadcrumb trail?

If you are entering information into a record and open another record from the breadcrumb trail, the
system prompts you to save the work, if you have not done so. If you do not save the information,
the system does not preserve it on the record and you must re-enter it later.
If someone updates a record on your breadcrumb trail that is not currently in the view, those
changes are visible to you when you open the record again.
How does the breadcrumb trail behave with forms in Search mode?
If you run a search from a form that is in Search mode, the last entry in the breadcrumb trail is the
name of the form.
When you open a record from the search results table, that record does not appear in the
breadcrumb trail. However, if you drill down through that record to open other related records,
those related records will appear in the breadcrumb trail.
To return to the originating record, use the history list.
Note
All of the records that you open from a form in Search mode are added to the history list.
To return to the results table, click the name of the form in the breadcrumb trail.
Can I force a second window to open?
If you press the Shift key and then double-click a record entry in any table, the record opens in a
second window. Also, if you hold the Shift key and click a link, button, and so on, the form or dialog
box associated with the link or button opens in another window.
Note
If there is a record in the history list that you want to open in a second window, press the
Shift key and then double-click the entry.
If you are working in a new record that has not yet been saved and open a new child type record
(task, activity, CI, and so on), the system will open a new window automatically to accommodate
the new child record. This prevents the information in the new, unsaved parent record from being
lost.
Which consoles, forms, and modules open in a new window?

Not all of the consoles, forms, and modules open in the IT Home page's view. The consoles, forms,
and modules in the following list open in a new window. If you open one of these from the IT Home
page, any unsaved changes to the IT Home page are lost.
Tip
Before you open any of the following consoles, forms, or modules, save the changes to
the IT Home page that you want to keep.
AR System Administration
Administration Console
Service Level Management
Analytics
Service Management Process Model
User interface standards for field labels

On BMC Remedy ITSM forms, field labels provide data entry hints.
The following table lists the significance of field-label formats and special characters.
Significance of field labels for data entry
Field-label Significance for data entry

format or
special
characters
Bold label Field is required to submit and update the form.
Note: If you leave the field blank when you attempt to submit the form, the field is highlighted with a red border.
Field label not Field is optional.

bolded
Label followed Field is Section 508 compliant.

by an asterisk
(*)
Italicized label System-generated value for this field. Typically this field is read-only for the user.
Label followed Additional functionality is associated with this field. Typically, you access this functionality by pressing Enter.
by a plus sign For example, you might press Enter in a field to access a search dialog box or to perform a search based on
the value typed into the field.
If a field label followed by a plus sign is also bolded, the field is required. Otherwise, the field is optional.
Icons used in the interface

This table describes the icons used on the consoles and in the Best Practice view of the application
interface.
Icon descriptions
Icon Description
Detail — Displays detailed information about the field's content. For example, if you click the Detail icon associated with
the Customer field, the People form appears with information about the customer whose name appears in the field.
Search — Searches for field contents. This icon is associated with fields that have the ability to open a search dialog
box or form.
Explore CI — Opens the BMC Atrium Explorer for the CIs selected in the Service and CI fields.
Clear field contents — Clears the contents of the field and allows you to make another selection. It does not delete the
record.
Using the Asset Management console

Use the Asset Management console to manage configuration items (CIs) within BMC Asset
Management. This console is used by configuration administrators.
Tip
As you work with the forms and dialog boxes associated with this console and throughout
BMC Asset Management, you might see a plus sign (+) included in a field label. You can
type part of the information in these fields and press Enter. If an exact match is located,
the application automatically completes the field. If a selection list appears, double-click
the appropriate item. Using autofill fields and lists is faster, more consistent, and more
accurate than typing the information.
Functional areas of the Asset Management console (see page 287)

Using the functions on the Asset Management console (see page 289)
For information about another major task that you can perform in this console, see Adding work
information (see page 390).

Functional areas of the Asset Management console

The following figure illustrates the functional areas of the Asset Management console:
Asset Management console and its functional areas
Click the figure to expand it.
The following table describes what you can do in each of the functional areas:
Asset Management console functional areas
Functional Description
area
Asset Management console banner
Breadcrumb A navigation aid that contains links to related records that you opened from the console.
bar
Breadcrumb
navigation Back button — Takes you back one link in the breadcrumb trail
controls Forward button — Takes you forward one link in the breadcrumb trail. The Forward button is visible only if
you have returned to a record on the breadcrumb trail that you previously viewed.
Drop-down menu — Contains links to all the records that you have viewed from the current view, including
records that might not currently be visible in the breadcrumb trail
Home icon — Takes you to the IT Home page
Search This search feature lets you search across multiple forms for records that match a key term. However, this search
does not include asset CIs.
For more information about using this search, refer to Using Global search.
Asset Management console header
Note: The Filter By, Dataset Name, Company, and Role fields combine to control which CI records appear in the Configuration
Items (CIs) table.
Filter By

area
Search using predefined searches, and manage your searches. The magnifying glass icon opens a dialog box
from which you can edit, save, and delete custom searches. Saved custom searches appear in the My Searches
node of the Defined Searches list. For more information about Manage My Searches, see Managing custom
searches (see page 305).
Dataset Work with CIs in the selected dataset. For example, you might switch between working with CIs in the production
Name dataset (BMC Asset) and the sandbox dataset (BMC.ASSET.SANDBOX). For more information, see Changing
datasets (see page 315) and Using a sandbox dataset for CI data (see page 328).
Company Filter the CIs displayed by company.
Role From this field, select one of the following Asset Management assignment roles: Approved by, Created by,
Managed by, Owned by, Supported by, Used by, or All. The role selection combines with the Filter By, Dataset
name, and Company selection to limit the records presented in the Configuration Items (CIs) table.
Note: If you select a role, the table displays CIs related to that particular role. For example, if you select Managed
By, the table displays only CIs that are managed by you. However, if you select ALL, all the CIs in the system are
displayed. BMC recommends caution when selecting the ALL option. If your system has a large number of CIs,
displaying all of them in the table could affect performance.
You can configure a default Role field selection by using Application Preferences (see page 303).
Navigation pane
Broadcasts The broadcasts indicator displays the number of broadcast messages. Click the indicator to view and create
indicator broadcast messages. For more information, see Working with broadcasts (see page 311).
Functions Provides links to asset management functions. For more information, see Using the Asset Management console
(see page 286).
Advanced Filter panel
Display CIs Select advanced filter options to search for CIs with specific components. For example, you can search for all CIs
where for which the Company name is equal to Calbro Services.
Refresh Refreshes the data in the tables

icon
Configuration Items (CIs) panel
Create Create a new CI. For more information, see Creating CIs (see page 323).
Search Opens the CI Search form for the CI type selected from the list.
View View or modify the selected CI. For more information, see Working with CIs (see page 315).
Print Print a report of the selected CI.
Explore CI Use BMC Atrium Explorer to see a map of the relationships between the selected CI and related CIs. For more
information, see Exploring CI relationships (see page 333).
Related See the list of business services that are affected by the selected CI.
Services
Process Opens the detailed asset configuration management process in BMC Remedy Service Management Process
Overview Model, which provides an overview of IT Infrastructure Library (ITIL) best practice processes, if installed.
Otherwise, it opens a high-level diagram of the the asset configuration management process.
Service Opens the Service Context Summary view for the record selected in the console table
Context
Note: The Service Context button is enabled when you perform searches for the following types of CIs:

area
Application
Business Service CI
Computer System
For more information about Service Context, see Using BMC Atrium Service Context (see page 482).
CIs table Lists CIs from the results of your search. When the console first opens, it displays deployed computer systems for
all companies to which you have access.
CI Relationships panel
View View or modify the related CI.
Show Select the relationship to the CI from this list to be displayed in the CIs table. The various relationships are Assets,
Related Releases, Incidents, Problems, Known Errors, Change Requests, Solutions Database, People and Contacts.
Relationship You can filter the Related CIs table for CIs with a specific relationship type such as component.
Type
Show Select whether the Related CIs table displays CIs that are children or parents of the CI selected in the CIs table.
Related CIs Lists CIs related to the CI that you select in the CIs table.
table
Show Select whether the Related CIs table displays CIs that are children or parents of the CI selected in the CIs table.
Add Allows you to add a new People relationship to the CI selected from the CIs table.
For more information about adding a People relationship, see Relating people, organizations, and groups to CIs
(see page 360).
Remove Removes the relationship selected in the Related CIs table.
Modify Role Allows you to modify the role that the person, organization, or department performs in relation to the CI is updated
to the new role you selected.
For more information about modifying the role, see Relating people, organizations, and groups to CIs (see page
360).
Location Filter the records based on the location details of the CI. You can search for records based on Region, Site Group,
Filter panel Site, Floor, and Room.
Managing Assets by using the Asset Management console
Using the functions on the Asset Management console

The Asset Management console provides access to asset management tasks. The following table
describes the function links in the navigation pane.
Function links
Link Description
Manage CIs Create or search for CIs. For more information, see Working with configuration items (see page 315) .

Link Description
Advanced CI Perform a search of the BMC Atrium CMDB, based on CI type. For more information, see Performing an
Search advanced CI search (see page 308).
Manage Create bulk items. Search for bulk items, nonbulk CIs, or CIs in inventory. For more information, see Managing
Inventory asset inventory (see page 465).
Manage Create new or manage current configurations. Also use to check inventory and create purchase requisitions. For
Configurations more information, see Using the configuration catalog (see page 471).
Manage Costs Manage cost center and charge-back processes. For more information, see Working with costing and charge-
backs (see page 442).
Manage Bulk Perform bulk updates to CI and people information. See Performing bulk updates (see page 470).
Updates
New Create audit, maintenance, review, and decommission schedules. For more information, see Creating a schedule
Schedule (see page 354).
Search Search for or modify audit, maintenance, review, and decommission schedules. For more information, see
Schedule Searching for and modifying a schedule (see page 356).
My Profile Open your People Profile record. For more information, see People information.
Application Modify your console or Overview console preferences. For more information, see Modifying your application
Preferences preferences (see page 303).
Reminders Create reminders for yourself or other members of your organization. For more information, see Creating
reminders (see page 421).
Reports Generate reports on CIs, contracts, and so on. For more information, see Working with reports (see page 495).
KPIs Select and view KPIs. The KPIs that appear in the Asset Management console represent, in graphical format:
Computer system by status

CI by type
For more information, see Using the KPI flashboards (see page 501).
Role-based consoles
Depending on your role, you might have access to one or more of the consoles listed in the
following table. You can access these consoles from the navigation pane of the BMC Remedy AR
System IT Home page.
Role-based consoles
Console Used by Purpose More information
Purchasing Creating and managing

Configuration Create purchase requisitions purchase requisitions (see
administrators Place purchase orders page 422)
Purchasing agents Price purchase requisitions
Access approval console
Run reports
Approval

Console Used by Purpose More information
Anyone with permission to Approve or reject purchase Creating and managing

approve a purchase requisition requests purchase requisitions (see
If BMC Change Management is page 422)
Note: This console is also used installed, approve or reject change
by BMC Change Management. requests
Access Approval Central
View or create reminders
Receiving Configuration administrators Creating and managing

Receive and return items from purchase requisitions (see
suppliers page 422)
View purchase orders
Contract Contract managers Create and manage contracts Managing contracts (see page
Management 362)
Software Software asset managers Managing software licenses

Asset View software license compliance (see page 373)
Management Manage software license
certificates
Manage jobs that automatically
attach CIs to license certificates
Working with the Overview console

The information in this section is for people who fulfill one or more of the following support roles:
Problem coordinators
Service desk analysts
Specialists
Group coordinators
On-duty managers
This section provides the following information:
Overview console functional areas (see page 291)

Console List table (see page 293)
Selecting status values (see page 295)
Company and View By filters (see page 295)
Overview console functional areas

This section illustrates the functional areas of the Overview console and describes what you can do
in each of the functional areas.
Overview console functional areas

Functional Purpose
area
Overview
Console
header
Search The Global search feature lets you search across multiple forms for records that match a key term.
Show This area contains the following fields: Show and Company. These fields combine to provide a way that you
/Company can filter the records in the console table.
The Show field provides a filter by which you can manage the contents of the Console List table. The choices
are:
Submitted By Me — Shows all records submitted by you.

Assigned To Me — Shows all records assigned to you.
Assigned To My Selected Groups — Asks you to select one of the groups to which you belong, and then
displays the records assigned to that group.
Assigned To All My Groups — Displays the records assigned to or requested for all of the support
groups to which you belong.
The Company field restricts the criteria that you choose in the Show field for the selected company. This
helps you manage the number of records returned by the Show field.
Refresh Refreshes the data in the tables.
Note: Refresh does not appear in the Overview console when it is used in the IT Home page.
Navigation
pane
View Broadcast Opens the broadcast dialog box, from where you can view, create, modify, and delete broadcasts
, or New
Broadcast When there are unread broadcast messages, this area displays a message: New Broadcasts, followed by
the number of new messages. When there are new broadcast messages, the area also turns red.
Note: If you open the Overview console with no new broadcast messages, but the View Broadcast link is red,
open the Application Preferences dialog box and make sure that a Console View preference has been
selected.
Functions Use the links in this area to do the following actions:
Select Status Values — See only those records in a certain state, which you specify from the Select
Status Values dialog box. See Selecting status values.
My Profile — Set your profile.
Application Preferences — Set your program preferences and options. This function is also available
from the application console.
IT Home Page Use this link to open the IT Home Page.
ROI Console Use this link to open the Return on Investment (ROI) console.
CMDB Use this link to open the BMC Atrium CMDB.
Console List
panel
View

Functional Purpose
area
Displays a form containing detailed information about the selected record in the Console List table.
In a Hub and Spoke environment, when you click View, you open a record directly from the spoke server.
Create Creates a new record.
Create for On a hub server in a Hub and Spoke environment, creates a record after asking you to select a company from
Company a list of operating companies. The record is created and submitted on the spoke server where the company is
defined.
Print Displays a report of the record contents that can be printed.
Service Opens the Service Context Summary view for the record selected in the console table. For more information
Context about Service Context, see Using BMC Atrium Service Context.
Note: The Service Context icon is only available on the Overview console when you open the Overview console
from the Applications list.
Search for Opens a dialog box from which you can select the type of ticket you are searching for. After you select the type
Ticket of record from the menu, click the Select button to open a search form specific to the type of ticket you are
searching for.
Note: To see activity records and CI unavailability records, you must search for those tickets, because these
records are not displayed in the Console List table.
Preferences Using Preferences, you can control the appearance of the Console List table. For example, you can add or
remove a column.
Console List Lists the different types of requests. See Console List table.
table
Console List table

The Console List table lists different types of requests. The types of requests that you can choose
from depend on the applications that are installed.
The table lists the following fields:
Request ID ID of the request. The prefix identifies each type of request. See the prefix descriptions in the following table.
Parent Request ID ID of the parent request from which the current request was created, if applicable.
Request Type Type of the request. Request types include:
Incident
Problem Investigation
Known Error
Change
Release
Work Order
Summary Short description of the request
Service Service CI related to the request

Status Current status of the request
Priority Priority of the request
Assignee Group Support group to which the request assignee belongs to
Assignee User name of the user to who the request is assigned.
BMC Change Management - Change Manager

Release Management - Release Coordinator
BMC Service Request Management - Request Manager
BMC Service Desk - Assignee
A specific prefix identifies each type of request:
Prefix Description
CRQ Identifies change requests. To view and define change requests, BMC Change Management must be installed.
RLM Identifies release requests. To view and define release requests, BMC Change Management must be installed.
TAS Identifies tasks.
SDB Identifies solution database entries. To view and define solution entries, BMC Service Desk must be installed.
INC Identifies incidents. To view and define incidents, BMC Service Desk must be installed.
PBI Identifies problems. To view and define problems, BMC Service Desk must be installed.
PKE Identifies known errors. To view and define known errors, BMC Service Desk must be installed.
PR Identifies purchase requisitions. To view and define purchase requisitions, BMC Asset Management must be installed.
You can also change the table's contents by using the Show and Company filters at the top of the
console:
Show — Shows records that either are assigned to you or to your support groups.
Submitted By Me — All change requests created by you.
All — All change requests, regardless of who created them.
Assigned To Me — All change requests assigned to you.
Assigned To My Selected Group — All change requests assigned to a specific
support group of which you are a member. If you select this, you are prompted to
select the support group.
Assigned To All My Groups — All change requests assigned to all of the support
groups of which you are a member.
Company — Shows records that are created for the selected company.
If there are more entries than the system can show in the table, use the arrow keys at the right top
corner of the table to scroll through the table.

Selecting status values

You can use the Select Status Values dialog box to filter the requests that appear in the Overview
console based on their status.
To select status values
1. From the Navigation pane, choose Functions > Select Status Values.
2. In the Select Status Values dialog box, select the status values for each category from the
lists, then click OK to close the dialog box.
3. If the Assigned Work table does not refresh with the filtered records, click Refresh to reload
the table's contents.
Company and View By filters

You can change the Console List table's contents by using the Company and View By filters at the
top of the console:
Company — Shows records associated with a particular company (useful in a multitenancy

environment)
View By — Shows records that either are assigned to you or to your support groups,
according to the following table:
View By Description
filter
Personal Displays records assigned to you
Selected Prompts you to select any support groups to which you belong. You can select to display all records
Groups assigned to your group, or records assigned to your group that are not yet assigned to an individual.
All My Displays records assigned to all your support groups. You can choose to display all records, or records that
Groups are not yet assigned to an individual.
About the Contract Management console

The Contract Management console is the primary console for contract managers. Anyone who
manages contracts with vendors, enters contracts in the system, and has any of the following
permissions, can use this console:
Contract Viewer
Contract User
Contract Admin
Functional areas of the Contract Management console (see page 296)

Searching for contracts (see page 298)
Secondary functions on the Contract Management console (see page 298)

Functional areas of the Contract Management console

The following figure illustrates the functional areas of the Contract Management console:
Contract Management console and its functional areas
Contract Management console functional areas
area
Contract
Management
console
banner
Breadcrumb A navigation aid that contains links to related records that you opened from the console
bar
Breadcrumb
controls Forward button — Takes you forward one link in the breadcrumb trail. The Forward button is visible only if
you have returned to a record on the breadcrumb trail that you previously viewed.
Drop-down menu — Contains links to all the records that you have viewed from the current view, including
records that might not be currently visible in the breadcrumb trail
Home icon — Takes you to the IT Home Page
Search

area
This search feature lets you search across multiple forms for records that match a key term. However, this
search does not include Asset CIs.
Contract
Management
console
header
Company You can filter the contracts listed in the contracts table by company, by supplier, or by both.
and Supplier
Filter By Search using predefined searches, and manage your searches. The magnifying glass icon opens a dialog box
from which you can edit, save, and delete custom searches. Saved custom searches appear in the My Searches
node of the Defined Searches list. For more information, see Searching for contracts (see page 298).
Note: Contract types created by your organization are not displayed in the Defined Search list. To see these
contract types, select All, or create a custom search.
Navigation
pane
Inbox The inbox displays events generated when the License Engine runs, and other messages about contract and
software compliance information.
The inbox displays messages for the following areas:
Contracts that have expired or are about to expire

Software license certificates that are not compliant
Software license certificates that have expired or are about to expire
Summary results of the engine run
Note: You might see different types of messages displayed, depending on how the application
administrator has configured inbox preferences.
List of new CIs that are linked to software license certificates. From the inbox, you can indicate whether
you have dealt with a message. To view the applicable contract or certificate, select the message and
click View.
Contract Indicates how many of the listed contracts are in each status. Contract status can be draft, executed, historical,
Counts or delete.
CI counts reflect the filters-your selections for Company and Supplier. Using search definitions does not change
the contract counts.
Functions The Contract Management console provides access to additional functions that are not related to contract
management. For example, you can access other consoles from this console. For more information, see
Secondary functions on the Contract Management console (see page 298).
Contracts
panel
Create and Create a new contract or view details of the selected contract. For more information, see Creating non-software-
View license contracts (see page 364) and Creating a software contract (see page 374).
Print Print the selected contract.

area
When you access the Asset Management console, you can show or hide work information.
Show
Work
Info
Hide
Work
Info
Contract table Lists contracts from the results of your search. When the console first opens, it displays all contracts for all
companies to which you have access.
Work Info Displays work information records for the selected contract or CI. Use the Create and View buttons to create new
work information records and to view details of the selected work information record.
Select Select whether to view related contracts or related CIs.
Related When you select a contract, the table on the bottom half of the console displays related contracts or related CIs.
Contracts
table or
Related CIs
table
Searching for contracts

Use the filters above the contract list to search for contracts by company.
Use the Filter By field to search for contracts by the following criteria:
Contract type, such as leases or software contracts

Expiration date, such as contracts that expired in the past 48 hours or that are due to expire
in 30 days
Predefined searches
Criteria that you define
Secondary functions on the Contract Management console

The Contract Management console includes links to perform the following functions:
Create reminders, as described in Creating reminders (see page 421).

View your profile.
Create reports. For more information see, Working with reports (see page 495).
Manage CIs. For more information, see Working with CIs (see page 315).
Select and view KPIs for all suppliers or for a selected supplier. The KPIs that appear in the
Contract Management console represent, in graphical format:
Contract by status
Contract by type

About the Software Asset Management (SAM) console

The Software Asset Management (SAM) console is the primary console for software asset
managers. Anyone who manages software licensing and has any of the following permissions can
use this console:
Asset Admin
Asset User
Contract User
Contract Admin
Functional areas of the SAM console (see page 299)

Secondary functions on the SAM console (see page 302)
Functional areas of the SAM console
The following figure illustrates the functional areas of the Software Asset Management (SAM)
console:
Functional areas of the Software Asset Management console

Software Asset Management console functional areas
Functional area Description
Software Asset Management console banner
Breadcrumb A navigation aid that contains links to related records that you opened from the console
bar
Breadcrumb
controls Forward button — Takes you forward one link in the breadcrumb trail. The Forward button is visible only
if you have returned to a record on the breadcrumb trail that you previously viewed.
Drop-down menu — Contains links to all the records that you have viewed from the current view,
including records that might not be currently visible in the breadcrumb trail
Home icon — Takes you to the IT Home Page
Search This search feature lets you search across multiple forms for records that match a key term. However, this
search does not include Asset CIs.
Software Asset Management console header
Company, You can filter the software license certificates listed in the certificates table by any company, by manufacturer,
Manufacturer, by product name, or by a combination. For example, you can list all Microsoft Visio licenses for your company.
and Product
Name
Filter By Search using predefined searches, and manage your searches. You can search for certificates that are
approaching breach, in compliance, out of compliance, or of unknown compliance. Saved custom searches
appear in the My Searches node of the Defined Searches list.
Navigation pane
Inbox The inbox displays events generated when the License Engine runs, and other messages about contract and
software compliance information.
The inbox displays messages for the following areas:
Contracts that have expired or are about to expire

Software license certificates that are not compliant or are approaching non-compliance
Software license certificates that have expired or are about to expire
Summary results of the engine run
List of new CIs that are linked to software license certificates.
Note: You might see different types of messages displayed, depending on how the application administrator
has configured inbox preferences.

From the inbox, you can indicate whether you have dealt with a message. To view the applicable contract or
certificate, select the message and click View.
Certificates A summary of software license certificates compliance. It includes the count of the certificates in compliance,
out of compliance, or approaching breach.
CI counts reflect the filters your selections for Company, Manufacturer, and Product Name. Using search
definitions does not change the certificate counts.
Functions The Software Asset Management console provides access to the following functionality:
Managing software license jobs. For more information, see Manually managing CIs attached to a license
certificate (see page 413).
Managing CIs. For more information, see Working with CIs (see page 315).
Viewing software usage. For more information, see Viewing software usage details (see page 406).
Upgrading license certificates. For more information, see Upgrading licenses (see page 407).
Additional functions, as described in Secondary functions on the SAM console (see page 302).
Certificates panel
Note: If you cannot see the Certificates panel, click the Certificates title.
View Contracts To view details of a contract, select the certificate and click View Contract. For more information about viewing
contracts, see Reviewing a software contract (see page 375).
View Certificate View details of the selected certificate. For more information, see Adding a license certificate to a software
contract (see page 375).
View Usage View software usage of the selected certificate. For more information, see Viewing software usage details (see
page 406).
Print Print the selected contract.
Certificates Lists software license certificates. The Compliance Status column indicates whether the license is in
table compliance.
Select Select whether to view related contracts or related CIs.
Related CIs To view which CIs are related to a certificates, select the certificate. The Related CIs table lists the related CIs.
To view details of one of the CIs, select the CI and click View CI.
For information about manually managing CIs attached to a certificate, see Manually managing CIs attached to
a license certificate (see page 413).
Unrelated CIs panel
Note: If you cannot see the Unrelated CIs panel, click the Unrelated CIs title.
View CI Select a CI and click View CI to view details about the CI. For more information, see Working with CIs (see
page 315).
Job Name

When running connection rules for a job, if the License Engine cannot link a CI or a list of CIs to contracts, the
engine creates an exception record for each CI that it cannot relate. Select a job to see the unrelated CIs for
that job.
CIs table The CIs table lists the exception records for the most recent run of the selected job. These records are
software CIs that should be related to a certificate, but are not.
Note: A CI that is unrelated on one job might be related as the result of a different subsequent job.
Secondary functions on the SAM console

The Software Asset Management (SAM) console includes links to perform the following functions,
which are not related to either contract or software license management:
Open other consoles, such as the Purchasing console and the Reporting console.
Use the BMC Atrium CMDB query dialog box to build complex searches, as described in
Using the BMC Atrium CMDB query dialog box to search for CIs (see page 309).
Create reminders, as described in Creating reminders (see page 421).
View your profile.
Viewing and selecting KPIs. Click this link to select a flashboard. The KPIs that appear in
the Software Asset Management console represent, in graphical format:
Certificates by compliance status
Certificates by manufacturer
Certificates by supplier
Viewing KPIs
Click the KPIs tab to select and to view key performance indicators (KPIs). The KPIs that appear in
the Software Asset Management console, in graphical format, are as follows:
By Compliance
By Manufacturer
Purchase versus Deployed
Products by Supplier
The Purchased versus Deployed KPI displays data for only the following license types:
Per Instance
Per Copy
Per Copy Per Device
Because this KPI is applicable only when the count for the number of deployed licenses can be
larger than the number of purchased licenses, data for Enterprise and Site license types are not
displayed.
Custom license types are not included in the Purchased versus Deployed flashboard. The following
procedure provides steps for adding them

To add custom license types to the Purchased versus Deployed KPI
1. When you create the custom license type, use Compliance Question 1 to record the number
purchased.
2. When you create the custom license type, use Compliance Question 2 to record the number
deployed.
3. Use BMC Remedy Developer Studio to update the AST:CLR:
LicenseType_PurchasedvsDeployed menu on the Software Asset Management console
with the custom license type by setting the LicenseTypeGUID_Base field to the custom
license type.
Note
For information about configuring license types, see Configuring license types (see page
192).
Modifying your application preferences

You use the Application Preferences link to modify the default search criteria on the Asset
Management console to search for configuration items (CIs). You can also modify your preferences
to define:
Criteria for information displayed on the Overview Console

Tab views on the Asset Management forms
To modify your preferences

1. From the navigation pane of the Asset Management console, choose Functions >
Application Preferences.
2. Update the form as appropriate.
The following table describes the settings available on the form.
Application preference settings

Setting Description
Preferences This is a read-only field that identifies the user.

for
Default Select the console that you want to appear as your home page when you log in to the BMC Remedy
Home Page Action Request System (BMC Remedy AR System) server. For example, if you want the Asset
Management console to appear, select Asset Management Console.
Company Select the company that you want to appear by default in the Company field, which is found under the
More Filters feature on the application console.

Setting Description
Show Not applicable to BMC Asset Management
Confirm on Not applicable to BMC Asset Management

Submit
Console Page
CI Type Select the default configuration item (CI) type to be displayed.

Clear this value to view all CI types.
Status Select the default status to be displayed.
Role Filter the application table by assignment role using one of the following selections (this filter works in
conjunction with the other filters available for the table):
Approved By — Show only CIs for which the approver is you or your group.
Created By — Show only CIs that were created by you or your group.
Managed by — Show only CIs managed by you or your group.
Owned By — Show only CIs owned by you or your group.
Supported By — Show only CIs supported by you or your group.
Used By — Show only CIs used by you or your group.
All — Show all CIs in the system.
Individual Filter the CIs table based on the group or individual entered in this field.
/Group
Name
Show Filter the CI Relationships table based on the option selected in this field.
Related
Region, Site Filter CIs based on the selected location details.

Group, Site,
Floor, Room
Form
Tab Views You can choose whether to show the following panels:
Show Contracts
Show Financials
Overview You can choose whether to show CI unavailability and purchase requisitions. You can also select CI
Console unavailability and purchase requisition statuses on the Overview console.
3. Click Save.
Using search
You can search for records from the application consoles. To do this, you can run a series of
predefined searches, search all of the records using the Search form, or create and save your own
custom searches using advanced qualifications.
This section describes the following tasks:
Managing custom searches (see page 305)

Searching all records (see page 307)
Performing an advanced CI search (see page 308)

Using the BMC Atrium CMDB query dialog box to search for CIs (see page 309)
Methods of searching records

Method Description Reference to instructions
Predefined search Quickly find records for which you frequently search. You can Managing custom searches
create custom searches.
Searching all records Use this type of search when you are looking for record that is Searching all records
not associated with your ID or your group's ID, or any time
you search all of the records.
Advanced search (for BMC Search for computer systems with specific components. For Performing an advanced CI
Asset Management only) example, you can search for all computer systems running a search (see page 308)
specific patch or operating system.
BMC Atrium CMDB Use the BMC Atrium CMDB query dialog box to build complex Using the BMC Atrium CMDB
advanced CI search (for searches. query dialog box to search for
BMC Asset Management CIs (see page 309)
only)
Managing custom searches

You can define and save custom searches in the application consoles. Custom searches using
advanced qualifications allow you to create searches with very specific search criteria, which you
can save for reuse. After you save the custom search, it appears in the My Searches list of the
Manage My Searches dialog. It is also listed in My Searches list under the Filter By field.
Note
The My Searches options is listed only after a custom search is defined.
This topic contains the following information:
To define a custom search (see page 305)

To edit or delete a custom search filter (see page 306)
To define a custom search
1. At the top of the console, click the icon beside the Filter by field.
2. On the Manage My Searches dialog, in the Search Name field type a name for the search.
3. Click Build Search Qualification to open the Advanced Qualification Search Builder dialog
box, and then define the search qualification.
4. From the Keywords or Fields selection boxes, select the keywords or record fields on which
you want to search.
5.
5. To insert operators (+, =, >,<, and so on), click the appropriate operator button. Place literal
values between double quotation marks:
'Urgency' = $NULL$
'Priority' = "High"
Example
If Allen Allbrook is performing an incident request review and he needs to search for
incident requests that meet the following criteria:
Impact => 2-Significant/Large or 1-Extensive/Widespread
Service = Payroll Service
('Impact' = 2-Significant/Large" OR
'Impact' = "1-Extensive/Widespread")
AND 'Service' = Payroll Service" AND
'Last Resolved Date' >= 07/19/2008"
To search for articles where Business Service = Payroll Service:
'Business Service' ="Payroll Service" AND

'Last Resolved Date' >= "07/19/2010"
6. Click Select to close the Advanced Qualification Builder, and then click Save.
7. Close the Manage My Searches dialog box.
The search appears in the My Searches list of the Filter by field.
To edit or delete a custom search filter
1. At the top of the console, click the icon beside the Filter by field to open the Manage
My Searches dialog box.
2. Under My Searches, select the search filter that you want to modify or delete.
3. To modify the search filter, edit it as necessary and then click Save.
4.
4. To delete the search filter, click Delete.

5. Click Close.
Searching all records

The following procedure describes how to search all records. Use this type of search when you are
looking for record that is not associated with your ID or your group's ID, or any time you search all
of the records.
To search all records
1. From the application console navigation pane, choose Functions > Search application,
where application is either Work order, Change, Release, Knowledge, Problem or Incident.
A form appears that you can use to perform the search. The form is laid out in a similar way
as the actual request form. It contains the same tabs and the same fields.
2. Use the tabs and fields to build your search conditions.
To reduce the number of records found by the search, enter as much information into the
form as you can.
Note
If the Customer field is configured to search on an attribute other than First Name
or Last Name, you can still search using the customer's name by opening the
Additional Search tab and using the First Name or Last Name fields.
3. When you finish entering your search criteria, click Search.

When the search finishes, the search results table lists all the records that match the search
criteria.
Note
The search criteria are persistent. This means that if you run a search and then
close the application, the next time that you open the application and perform this
procedure, the search criteria that you entered in this step are still present in the
search form. They remain until you change or delete them.
4. Scroll through the table to find the specific record you want.
5. When you find the record, select it to display in Modify mode.
Note

When you open a record from the search results table, it is added to the history
list, but not to the breadcrumb bar. However, any related records that you open
from the record do appear in the breadcrumb bar and get added to the history list.
Performing an advanced CI search

Use the advanced CI search to perform a search of the BMC Atrium CMDB, based on CI type. You
can refine the search by providing more specific search criteria from a set of selection fields.
When you search the Computer System CI class, the advanced search feature provides a further
set of search criteria that you can use to conduct searches at the component level. For example,
you can search for all computer systems running a specific patch or for all computer systems
running Microsoft Windows 2000.
When you finish performing your search, the results appear in an on-screen table. You can
generate and then print a high-level report of one or more of the CIs found during the search.
Note
On the Advanced CI search dialog, you cannot search for CI records that have the status
as Delete. To view a list of CIs with status as Delete, on the Asset Management console,
choose Filter by -> Defined Searches -> By Computer by Status -> Delete.
CIs with status as Delete are displayed when
You search the asset form

You choose Application Administration Console -> Custom Configuration -> Asset
Management -> Advanced Options -> CI Deletion.
To perform an advanced CI search
1. In the navigation pane of the Asset Management console, choose Functions > Manage CIs.
2. In the Manage CI Information dialog box, click Advanced Search.
3. In the CI Advanced Search dialog box, select the applicable CI type.
For example, if you want to search for a LAN Endpoint, expand the Access Point menu item,
and then select LAN Endpoint.
You can click Search to find all the items that match the selected CI type, or you can narrow
the search by providing more specific search criteria. Continue with step 4 if you are
providing more specific search criteria; otherwise, go to step 5.
Recommendation

Broad searches can take a long time to complete. They can also create
performance issues for your system. BMC recommends that you provide more
specific search criteria.
Note
If you selected a Computer System CI type, an extended list of specific search

criteria appears that enables you to search at the system component level.
4. In the Search Criteria for ciType area, provide the search criteria and then click Search.
To narrow your search results, provide as much information in this area as possible.
5. To perform a task on one of the CIs, in the CI Search Results table, locate and then select
the appropriate CI.
6. Perform one or more of the tasks described in the following table.
Task Step or steps to perform the task
View the details of a specific CI. Click View.

The CI form opens with the details of the selected CI.
View related CIs. Click Explore CI.

BMC Atrium Explorer appears, with the details of the related CIs.
Create a high-level report. Click CI Report.

A window appears containing a high-level report of the selected CIs.
To print the report, click the print icon in the report window.
A copy of the report is sent to your system's default printer.
Using the BMC Atrium CMDB query dialog box to search for
CIs
Use the BMC Atrium CMDB query dialog box to build complex searches. You can specify multiple
classes and attributes, and group search conditions. For example, you can search for all computer
systems in Houston or London that are running Microsoft Windows XP.
You must have Adobe Flash Player installed to view the BMC Atrium CMDB search
console.
For more information about the supported Flash Player versions, see Adobe Flash Player
requirement.
For more information about the Adobe Flash player settings, see Accessing the BMC
Atrium CMDB and BMC Atrium Core applications.

When you use the BMC Atrium CMDB query dialog box, you interact directly with BMC Atrium
CMDB. Note the following elements:
CI class — CI types in BMC Asset Management correspond to CI classes.

Attribute — Fields on the BMC Asset Management CI forms correspond to attributes. Most
attributes are the same or similar to the field names on BMC Asset Management CI forms.
Some attributes do not appear as fields on BMC Asset Management CI forms, because they
are not relevant to asset management.
For information about using and creating searches in the BMC Atrium CMDB query dialog box, see
Configuring query options in BMC Atrium Explorer.
To use the BMC Atrium CMDB query dialog box to search for CIs
1. In the navigation pane of the Asset Management console, choose Functions > Advanced CI
Search.
2. In the BMC Atrium CMDB query dialog box, click the New icon.
3. In the Query dialog box, click the Query Criteria tab.
4. Double-click a CI class to search, such as BMC_ComputerSystem.
5. In the list of search conditions, use the drop-down menus to create one or more search
conditions for that class:
a. Optionally, select the check box and type a label for the condition.
If you save this search, whenever you run the search, you are prompted with this
label. You might choose to use the attribute name, or you might choose a more
descriptive label. For example, if you are building a query for a computer system in a
location, you might create labels of Server Name and Location for the two name
attributes.
b. Select an attribute.
c. Select an operator.
d. Enter a value.
e. If you want to add another search condition, select AND or OR.
f. Use the search condition buttons to arrange and group conditions.
6. To include a relationship between CI classes:
a. In the list of chosen classes and relationships, click the drop-down arrow for a CI
class and select a relationship class.
b. From the list of unselected CI classes, select the related CI class.
c. In the list of search conditions, use the drop-down menus to create one or more
search conditions for the new class.
For example, you might query for all computer systems with Microsoft XP by building
a query that includes the BMC_ComputerSystem CI class, the
BMC_HostedSystemComponents relationship class, and the BMC_OperatingSystem
CI class.
7. Repeat steps 5 and 6 until you have added all the classes and conditions necessary for the
search.
8.
8. To run the search, and to make sure that the search returns expected values, click Preview.
9. To view the results in the display pane, click Copy and Close.
Working with broadcasts

This feature enables you to send messages to your entire organization, selected groups within the
organization, and to external customers. You can use this feature to send messages about work
in progress, outages, knowledge article updates, and so on. You can also use this feature to view
messages that were broadcast to you from other groups in your organization.
Broadcasts are filtered, based on the following criteria:
Global and company-specific broadcasts are displayed to logged-in users.

Only Global broadcasts are displayed to guest users.
This topic describes the following tasks:
Creating broadcast messages

To create a broadcast, you must have the Broadcast Submitter functional role.
To create a broadcast message
1. On the application console, click the View broadcast link or the New broadcast link.
2. In the View broadcast dialog, click Create, which appears below the Broadcast table.
3. Enter information in the required fields.
Required fields appear in bold on the Broadcast Details tab.
Company — Select the company where this broadcast will be sent. Only users with
access to this company see the broadcast. To send the broadcast to everyone, select
Global from the Company list.
The Company field is mandatory. To specify a specific part of the company, fill in the
other location fields. For example, you can specify the site, organization, or
department.
Note
Out of the box, you can only define broadcast messages for the Global
company.
Subject — A short description of what the broadcast is about

Broadcast Message — The text of your message
Broadcast Type — Select a broadcast type from the list

Broadcast Start Date and Broadcast End Date — To start the broadcast now, click in
the Broadcast Start Date field, and then press Enter. To select a date from the
calendar, click the Browse button next to the field. Select a date from the calendar on
which to start the broadcast and the date to end it. You can also specify times of the
day using the Time feature at the bottom of the calendar.
Broadcast Originated From — This is automatically filled in. The contents depend on
where you are creating the broadcast. If you broadcast from an investigation, the
value is set to Problem Investigation.
Broadcast Originated From ID — When you define a broadcast from within a record,
this field is automatically filled in. If you define a broadcast from the main console, the
field is unavailable.
View Access — To make the broadcast visible only to members of your organization,
select Internal. To make the broadcast visible from the Requester console, select
Public.
Send to Twitter? — To post the broadcast message using the configured Twitter
account, select Yes. For additional information on receiving broadcast messages
using Twitter, see Receiving BMC Remedy ITSM broadcasts on Twitter.
Note
This option is available only when you select Global in the Company field
and set the View Access value to Public.
Notify — Select Yes to broadcast notification automatically sent to an individual or

group.
If you select Yes, an Emailbutton and the Notify Support area appears.
Use the Manual Email button to manually send an email about the broadcast.
On the Email System form, enter the recipient's email address in the Internet
Email field, and then click Send Email Now.
Use the Notify Support area to indicate which group to notify of the broadcast.
You must complete all three fields--Support Company, Support Organization,
and Support Group. The notification is sent at the time and on the date
specified in the Broadcast Start Date field.
Priority — Select a priority level for the broadcast. The choices are Low, Medium, and
High.
4. To add an attachment to the Broadcast, right-click inside the table and select Add from the
menu.
In the Add Attachment dialog box, click Open to attach the indicated file. Only one
attachment is allowed for each broadcast.
5. If you want members of another group to be able to modify the message, follow these steps:
a. Click the Authoring Groups tab, and then click Manage Authoring Groups.
b.
5.
b. On the Authoring Group dialog box, select the group to have authoring rights, and
then click Add.
6. Click Save.
Viewing broadcast messages

While viewing broadcasts, you can modify the message (if you belong to an authorized authoring
group), define a new broadcast message, and under some circumstances (when viewing the
message from the current record) relate the broadcast message to the current record.
To view broadcast messages
1. On the application console, click the New broadcast link that notifies you when there are
new, unread broadcast messages. If there are no new or unread broadcasts, a View
Broadcast link is displayed instead.
2. In the View broadcast dialog, select the message to view from the Broadcast table, and then
click View.
3. To view another message, close the View Broadcasts dialog box, select the broadcast
message to view, and then click View.
Controlling the timing of broadcast pop-up messages

From the BMC Asset Management, BMC Change Management, BMC Service Desk:Incident
Management, and BMC Service Desk Problem Management consoles, you can control the timing
of broadcast pop-up messages. Broadcast pop-ups alert you to the presence of broadcast
messages.
The options are:
Never — Broadcast messages do not automatically pop up on the screen. You must click
the View Broadcast link to view them.
On Console Open — New broadcasts messages display on the screen when you open a
console for the first time after login. Once you view the broadcast from any console, the pop-
up does not appear unless there is a new broadcast message.
On Console Refresh — New broadcast messages display only when you refresh the
console by clicking the Refresh button available in the top right corner of the console.
The On Console Open and On Console Refresh options display the broadcast pop-up alert only in
certain scenarios. In the following table which lists those scenarios, the sign represents that the
pop-up alert is displayed, and sign represents that the pop-up alert is not displayed for a
particular option:

Scenario On On
Console Console
Open Refresh
option option
You log in to a new session and open any console for the first time. New broadcast messages are
available since the last time you logged in.
While you are logged in to a current session, new broadcast messages become available. You then
open any console for the first time.
While you are logged in to a current session, new broadcast messages become available. You reopen
a console in the current session, and click the Refresh button on that console.
You log in to a new session and open any console for the first time. But, there are no new broadcast
messages since the last time you logged in.
While you are logged in to a current session, new broadcasts become available. You reopen a
console in the current session, but you do not click the Refresh button on that console.
In a current session, you have already viewed the new broadcasts from one console. You then open
another console for the first time, or reopen a console in the current session, and then click the
Refresh button.
To set the timing of pop-up messages
1. From the application console, choose Functions > Application Preferences.

2. In the Request Preferences form, click the Broadcast tab.
3. In the Broadcast Auto Popup field, specify one of the following default settings:
Never
On Console Open
On New Broadcast
4. Click Save.
Note
For the changes to take effect, you must close the application and log on again.
For more information, view this short video on broadcasts.
Disclaimer
Note

You can broadcast a CI from the CI record. To broadcast the CI choose Functions >
Broadcast CI from the navigation pane of the CI record when updating the record. If you
define a broadcast message from a CI, a relationship is generated between the broadcast
message and the CI.
Changing datasets
You can change the dataset in which you are working by selecting it from the Dataset Name list on
the Asset Management console.
A dataset is a collection of CIs that are identified by a unique name.
CIs can be discovered by a discovery tool or manually entered. In either situation, the CIs are likely
to be put into one of the following datasets in the BMC Atrium CMDB:
BMC Asset — The default production dataset

BMC.ASSET.SANDBOX — The default sandbox dataset. For information about the
sandbox dataset, see Using a sandbox dataset for CI data (see page 328).
BMC Configuration Import — Data from BMC Configuration Automation for Clients
BMC Impact Production — Data that is modeled in BMC Service Impact Manager
BMC Topology Import — Data from BMC Atrium Discovery and Dependency Mapping
Third-party dataset — Other datasets from third parties
For more information about working with data in the BMC Atrium CMDB, see Finding BMC Atrium
CMDB data (see page 315) and Working with CIs and relationships (see page 315) in the BMC
Atrium Core documentation.
Note
To see the BMC.ADDM dataset in the Asset Management console, you must have AR
System administrator permissions.
Working with CIs

This section describes how to create, track, and work with configuration items (CIs).
CI and relationship types (see page 316)

Creating CIs (see page 323)
Categorizing CIs (see page 326)
Setting the company and location of a CI (see page 327)

Providing access to a CI for multiple companies (see page 327)

Using a sandbox dataset for CI data (see page 328)
Creating relationships in a topology (see page 329)
Simulating the impact of CI changes (see page 330)
Exploring CI relationships (see page 333)
Viewing CI audits (see page 334)
Releasing, viewing, and reserving hardware inventory (see page 336)
Working with discovered CIs (see page 338)
Working with configurations (see page 339)
Working with related items (see page 341)
Creating a blackout schedule (see page 345)
Working with outages (see page 347)
Managing decommission schedules (see page 351)
Working with maintenance schedules and audit schedules (see page 353)
Performing additional functions on the CI form (see page 358)
Viewing the reconciliation information of a CI (see page 360)
Relating people, organizations, and groups to CIs (see page 360)
For information about contracts and software license certificates related to CIs, see the following
sections:
Relating contracts to CIs (see page 370)

Determining which CIs use a license certificate (see page 413)
Manually managing CIs attached to a license certificate (see page 413)
CI and relationship types

BMC Asset Management provides the following CI and relationship types:
BMC_Access Point subclass (see page 316)

BMC_Bulk Inventory subclass (see page 317)
BMC_Collection subclass (see page 317)
BMC_Document class (see page 318)
BMC_Equipment class (see page 318)
BMC_Logical Entity subclass (see page 318)
BMC_Settings subclass (see page 319)
BMC_System subclass (see page 319)
BMC_System Component subclass (see page 320)
BMC_System Service subclass (see page 322)
Relationship types (see page 322)
BMC_Access Point subclass

The following CI types are available when you create a CI under the BMC_Access Point subclass.
You use these CI types to define the endpoints in your topology.

From the CI Type list on applicable forms, consoles, and dialog boxes, select Access Point.
CI types available in the BMC_Access Point subclass
CI type Description
Communication A communication protocol endpoint that is dedicated to running TCP/UDP

Endpoint
IP Endpoint A protocol endpoint that is dedicated to running IP
LAN Endpoint A communication endpoint that, when its associated interface device is connected to a LAN, can send and
receive data frames. LAN Endpoints include Ethernet, Token Ring, and FDDI interfaces.
Protocol A communication point from which data can be sent or received. Protocol Endpoints link system or computer
Endpoint interfaces to logical networks.
BMC_Bulk Inventory subclass

Bulk Inventory is the only CI type available under this subclass. You use this CI type to define your
bulk items.
From the CI Type list in the Manage CI Information dialog box, select Bulk Inventory.
BMC_Collection subclass
The following CI types are available when you create a CI under the BMC_Collection subclass.
You use these CI types to define site information and connectivity information.
From the CI Type list on applicable forms, consoles, and dialog boxes, select Collection.
CI types available in the BMC_Collection subclass
CI type Description
Concrete Stores a generic and instantiable collection, such as a pool of hosts available for running jobs
Collection
Connectivity A connectivity collection is used to collect a set of protocol endpoints of the same type that are able to
Collection communicate with each other. This collection can also collect related systems, users, or other managed elements.
Connectivity A group of endpoints of a particular type (for example, Ethernet or token ring) that are able to intercommunicate
Segment with the assistance of bridging or routing services
IP A group of related IP protocol endpoints that can communicate with each other as members of a subnet
Connectivity
Subnet
IPX A network or subnet that uses the IPX protocol

Connectivity
Network
LNs A LNs Group represents a group of logical networks

Collection
Local Area A collection of IP subnets in a LAN

Network
(LAN)

CI type Description
Role A role, for example, a business or IT role
Wide Area A collection of IP subnets in a WAN

Network
(WAN)
BMC_Document class
Document is the only CI type available under this class. You use this CI type to store information
about documentation in your environment
From the CI Type list on applicable forms, consoles, and dialog boxes, select Document.
BMC_Equipment class
Equipment is the only CI type available under the BMC_Equipment class. You use this CI type to
define noncomputing equipment, such as vehicles or maintenance tools.
From the CI Type list on applicable forms, consoles, and dialog boxes, select Equipment.
BMC_Logical Entity subclass

The following CI types are available when you create a CI under the BMC_Logical Entity subclass.
You use these CI types to define accounts, business processes, databases, and so on.
From the CI Type list on applicable forms, consoles, and dialog boxes, select Logical Component.
CI types available in the BMC_Logical Entity subclass
CI type Description
Account An account that a person owns, used to access a specific target system. An Account is usually connected to a
Person entity.
Activity A function or step in a business process definition. Activity is also the superclass for Business Process and other
types of activity definitions.
Business Intended to group a set of Activity components to describe a business process

Process
Business A business, IT, or technical service:

Service
A business service can be provided from one business or organization within a business to another.
Examples of business services include customer support, order processing, and payroll.
An IT service is a business service that the IT organization provides to support business services or IT's
own operations. Examples of IT services include employee provisioning and backup and recovery.
A technical service can be provided by IT to represent a service offering and the service level targets
associated with that service. Examples of technical services include web farms and storage.
Database A collection of interrelated data, treated as a unit, which is organized into one or more schemas.
Physical Specifies the position and address of a physical element

Location
Transaction

CI type Description
A single transaction initiated by an user or system. For example, a user selecting a web page from a user interface
is a transaction, just as a computer program calling a web service to perform a function in another computer
program is also a transaction.
BMC_Settings subclass
The following CI types are available when you create a CI under the BMC_Settings subclass. You
use these CI types to specify virtual systems.
From the CI Type list on applicable forms, consoles, and dialog boxes, select Settings.
A virtual system configuration consists of a top-level virtual system setting data CI with child
resource allocation setting data CIs that are related as components. You can use virtual system
configurations to represent current virtual systems and requests to create or modify virtual
systems.
CI types available in the BMC_Settings subclass
CI type Description
Resource These settings contain information specific to the allocation that might not be visible to the consumer of the
Allocation resource. For example, a virtual processor might look like a 2 GHz processor to the consumer; however, the virtual
Setting processor might only use 1 GHz of memory.
Data
Virtual Virtual system setting data defines the virtual aspects of a virtual system through a set of virtualization-specific
System properties. You can use this CI to model configuration information about virtual systems and their components.
Setting
Data
BMC_System subclass
The following CI types are available when you create a CI under the BMC_System subclass. You
use these CI types to define the systems in your organization.
From the CI Type list on applicable forms, consoles, and dialog boxes, select System.
CI types available in the BMC_System subclass
CI type Description
Admin Domain A subclass of systems representing the admin domains for other elements such as Windows NT Domain,
J2EE Domain, and so on
Application A deployed program that performs specific tasks
Application Hierarchically separates an application system from the infrastructure supporting that application system
Infrastructure
Application An application or software system that supports a particular business function and that can be managed as an
System independent unit
Cluster

CI type Description
A group of disk sectors. The operating system assigns a unique number to each cluster and then keeps track
of files according to the clusters they use.
Computer A complete, working computer. This CI type can also see a virtual system.
System
Inventory The location of your inventory items

Location
Mainframe A large computer capable of supporting hundreds, or even thousands, of users simultaneously
NT Domain A group of computers and devices on a Microsoft Windows NT network that are administered as a unit with
common rules and procedures
Printer A printer. Can represent both local printers and network printers.
Software A server on which your software applications reside

Server
BMC_System Component subclass

The following CI types are available when you create a CI under the BMC_System Component
subclass.
From the CI Type list on applicable forms, consoles, and dialog boxes, select System Component.
CI types available in the BMC_System Component subclass
CI type Description
BIOS The built-in software that determines what a computer can do without accessing programs from a disk
Card A printed circuit board that you can insert into a computer to give it added capabilities
CDROM A device that can read information from a CD-ROM

Drive
Chassis A metal frame that serves as the structural support for electronic components
Database A device to hold and retain data from a database

Storage
Disk Drive A machine that reads data from and writes data on to a disk
Disk A continuous range of logical blocks that is identifiable by the operating system using the partition's type field and
Partition subtype field
File The system that an operating system or a program uses to organize and keep track of files
System
Floppy A machine that reads data from and writes data on to a disk
Drive
Hardware A hardware package that groups hardware components that are made up of other hardware components. For
Package example, a chassis is made up of a disk drive, memory, a processor, and so on.
Hardware A hardware system component is a physical object, such as a disk, disk drive, display screen, keyboard, printer,
System board, or processor
Component

CI type Description
Keyboard The set of typewriter-like keys that enables you to enter data into a computer
Local File Files that reside on your workstation

System
Logical A logical system component

System
Component
Media Objects on which data can be stored. These include hard disks, floppy disks, CDs, and tapes.
Memory Internal storage areas in the computer
Monitor The display screen of a computer
Network An interface on a computer to which you can connect a network device

Port
Operating Software that controls the operation of a computer and directs the processing of programs
System
Package A computer program or a collection of related software, for example, Microsoft Works
Patch Also called a service patch, a fix to a program defect
Pointing A device with which you can control the movement of the cursor to select items on a display screen
Device
Processor A silicon chip that contains a CPU
Product Something that is produced, such as a software program or a hardware component. For example, Microsoft Office
would be categorized under Product.
Rack A hardware component that holds other hardware components
Remote A file system that is not connected directly to your workstation

File
System
Resource A logical entity provided by the host system to allocate and assign resources
Pool
Share Represents shared components such as a file system
System An entity managed by a BIOS (basic input/output system), an operating system, or other software that is available
Resource for use by application software, logical devices, or both. System resources are individually identified and allocated
entities that are assignable, reservable, counted or tracked, releasable, resettable, and so on.
Examples of software resources are message queues, shared memory segments, and named pipes. Examples of
hardware resources in an x86 environment are IRQs, DMA channels, and memory-mapped I/O. Another example
is J2EE resources used by a J2EE server to provide the J2EE standard services required by the J2EE platform
architecture.
System Refers to the operating system and all utility programs that manage computer resources at a low level
Software
Tape Drive A device that reads data from and writes it on to a tape
UPS Short for uninterruptible power supply. A power supply that includes a battery to maintain power in the event of a
power outage.

CI type Description
Virtual A virtual system enabler represents a collection of virtual operating systems (for example, VMWare) that can run
System on a specified system
Enabler
BMC_System Service subclass

Application Service is a CI type available under the BMC_System Service subclass. You use this to
define the system services in your organization.
An Application Service is a logical element that contains the information necessary to represent
and manage the functionality that a software feature provides. This service is a general-purpose
object to configure and manage the implementation of functionality. This service is not the
functionality itself.
From the CI Type list on applicable forms, consoles, and dialog boxes, select System Service.
Relationship types
When you relate a configuration item (CI) or service to another CI, you must define the relationship
between the two records. The following relationship types are available with BMC Asset
Management.
Types of relationships in BMC Asset Management
Relationship Description
type
Component Establishes component (or "part of") relationships between managed elements.
For example, this relationship class can be used to define the patches that are installed on a software product. It
can also be used to define the activities or steps that make up a business process. This class corresponds to the
Distributed Management Task Force (DMTF) CIM_Component class.
Dependency Establishes dependency relationships between object store elements
Element Relates a managed element to a location for site, inventory, and maintenance purposes. Physical elements can
Location have locations, however, other managed elements might also be related to locations. For example, organizations
might exist in one or more location, or services might be restricted to one location.
Hosted Relates an access point and the system on which it resides. This relationship is 1-to-many and is weak with
Access respect to the system. Each system might host many service access points. If the implementation of the access
Point point is modeled, it must be implemented by a device or software feature that is part of the system hosting the
service access point.
Hosted Relates a service and the system on which the service resides. The relationship is 1-to-many and is weak with
Service respect to the service. A service is hosted on the stem where logical devices or software features that implement
the service are located. The model does not represent services hosted across multiple systems. The service is
modeled as an application system that acts as an aggregation point for services that are each located on a single
host.
Hosted
System
Components

Relationship Description
type
A specialization of the Component relationship that establishes "part of" relationships between a system and the
managed system elements of which the system is composed
This relationship class is a subclass of BMC_Component, representing a more specific type of component
relationship. Use this class to relate system components, and use the BMC_Component to relate other types of
components. This class does not correspond to the DMTF CIM_Component class.
Impact Generically relates impact relationships between objects
This relationship class represents a generic association used to establish impact relationships between objects.
This class does not correspond to the DMTF CIM_Component class.
Inventory Relates a bulk item to inventory location

Bulk Items
Inventory Relates a computer system to inventory location

Computer
Systems
Inventory Relates a system component to inventory location

System
Components
Member Of Establishes membership of managed elements in a collection.

Collection
This relationship class represents a set of CIs to establish membership of base managed elements in a collection.
A collection is a logical grouping of related entities into an abstract container object. For example, this relationship
can be used to link endpoints, systems, or users to an instance of BMC_Collection or its subclasses. This class
corresponds to the DMTF class CIM_MemberOfCollection.
Settings Of Relates a managed element to the applicable setting data and describes whether this is the default or current
setting
Creating CIs
To create a CI, you must have Asset Admin permissions. If you have Asset User permissions, you
can modify a CI only if the CI is related to your Support Group. Your administrator (or any person
with Asset Admin permissions) can relate the CI to your Support Group.
You specify information about each of your CIs and the items that they represent by using forms for
different CI types, such as Computer System and Bulk Inventory.
Most CI forms contain similar fields; the only difference is how you categorize the CI. The following
procedures show how to create a CI for two different CI types. The procedure is similar for other CI
types.
Creating a Computer System CI (see page 324)

Creating bulk inventory CIs (see page 465)
For a description of CI types and their relationships, see CI and relationship types (see page 316).

Note
When you save a CI and the sandbox is enabled, the new or modified CI is stored in the
sandbox dataset until the Reconciliation Engine runs and moves it into the production
dataset. Until the Reconciliation Engine runs, you can see your changes in the sandbox
dataset only.
Creating a Computer System CI

Follow this procedure to create a Computer System CI. The procedure for creating other CI types
is similar.
To create a Computer System CI
1. In the navigation pane of the Asset Management console, choose Functions > Manage CIs.
2. In the Select a CI Type dialog box, choose System > Computer System, and click Create.
The Computer System (New) form appears.
Note
When creating a CI, only the Quick Links and Functions menus in the left
navigation section are active, and will expand. The Advanced Functions and
Create Other Requests menus will get activated only after you save the CI.
3. At the top of the Computer System form, specify general information.

Bold field names indicate required fields. You must specify information into these fields
before you can save the CI.
4. In the CI Name field, specify a name for the CI.
Recommendation
When creating a CI name, follow a consistent naming convention. According to IT

Infrastructure Library (ITIL) guidelines, identifiers should be short but meaningful,
and for hardware, not based on supplier device names. For example, the name
might include an indicator of the item's function followed by a numeric code, such
as MONITOR100.
5. In the CI ID field, type a unique alphanumeric value for the CI.

6. Specify whether the item is supported by selecting Yes or No from the Supported list.
This field provides information for your records.
7.
7. From the Company list, select the company to which this item belongs.
For more information about this field, see Providing access to a CI for multiple companies
(see page 327).
8. From the Primary Capability and Capability List fields, select or type the roles this item
performs in your company's topology.
9. Select a status from the Status list.
You can select one of the following options:
Status Description
Deployed The item has been deployed and in use. This is the default value.
Received The item represented by the CI was received in shipping.
Being Assembled The item is being assembled.
In Repair The item is down for maintenance.
Down The item is down, but not yet in maintenance.
End of Life The item is no longer being deployed.
Transferred The item was transferred to another location.
Delete The CI is marked for deletion.
In Inventory The item is in inventory but not yet deployed.
On Loan The item is on loan to another location.
Ordered The item has been ordered but is not yet available.
Disposed The item is no longer available and was disposed of.
Reserved The item was reserved and taken out of inventory.
Return to Vendor The item must be returned to the vendor as damaged or unwanted.
10. Select the impact, urgency, and priority that apply when this item goes down (becomes
unavailable).
11. In the Users Affected field, specify the number of people who use this item.
Alternatively, specify the number of users who are affected when the item goes down.
12. Complete the other fields in this area:
Tag Number The CI tag number. This number is usually placed on the product by a member of your IT department to
track the CI.
Serial The item's serial number

Number
Part Number The item's part number
System Role The role this item plays in your company
Status The reason for the current CI status

Reason
13. Click the General tab.
14.
14. Use the Tier fields to categorize the item, as described in Categorizing CIs (see page 326).
15. In the Location area, use the lists and fields to specify the location of the item.
16. Specify the dates of the CI in the Lifecycle area.
Field Description
name
Received This field is automatically populated when the CI is received using the Requisition, Purchase/Receive
Date feature.
Installation This field is populated when the CI is put into Deployed state.
Date
Available Enter the date the CI will be available.

Date
Return Enter the return date of the CI.

Date
Disposal Enter the disposal date of the CI.

Date
Last Scan This field is automatically populated when the CI instance has been discovered using a discovery tool such
Date as BMC BladeLogic Client Automation or BMC Atrium Discovery and Dependency Mapping.
17. Enter the owner information in the Owner Name and Owner Contact fields.
Note
Owner information appears only on the Computer System, Application, and

Business Service CI forms. For more information about service context, see Using
BMC Atrium Service Context (see page 482).
18. Click the Specifications tab.

Add additional information about the CI and the item that it represents.
19. Click Save.
If you see a message instructing you to complete additional fields, which might be
necessary for this particular CI, do so.
Categorizing CIs
The CI categorization model is based on the classes in the BMC Atrium CMDB. CIs are direct
views into those classes. You leverage the product categorization in BMC Asset Management to
further categorize and define the CIs in a BMC Atrium CMDB class.
CIs are categorized using a five-tier categorization structure, which includes the product name and
product version. The fourth tier, product name, determines the manufacturer.
The Product Categorization fields and structure, shown in the following figure, correlate directly
with the CI data fields in BMC Atrium CMDB:

Product Categorization area
Setting the company and location of a CI

The location structure is a hierarchy of Company, Region, Site Group, and Site. Define location
data on the Company and Site configuration forms, as described in Creating locations.
If you are using software license management, you must specify the company for software CIs. If
you do not specify the company, the CI will not be related to a software license certificate. Other
fields might be required for some license types; for example, the Site field is required for matching
with a site license.
Location information is specified at the company level. To the user, the value in the Company field
on a CI determines what selection data appears in the Location lists and fields.
Providing access to a CI for multiple companies

To separate data for multiple companies or multiple business units, use the Company field. Users
can access data only for companies for which they have access. To see the data for a specific
company that you have the permission to view, select the company from the list.
In a multitenancy environment, users can access a CI only if one of the following conditions is met:
The user belongs to the same company as the CI.

On the People tab, you create a "Supported by" or "Used by" relationship to a support
group. The user is a member of the same company as the people organization.

The user has unrestricted access to all companies.
If multiple companies access an item, such as a printer, you can use the Company field to indicate
the company with primary responsibility for the CI. You can relate the CI to the other companies.
For instructions on relating CIs, see Working with related items (see page 341).
Using a sandbox dataset for CI data

When multiple sources update BMC Atrium CMDB, there must be some control on how that data is
updated. Without control, BMC Atrium CMDB can become loaded with unintended data. BMC
Atrium CMDB and BMC Asset Management provide an underlying mechanism to control how your
production data is updated. This mechanism is the sandbox dataset.
BMC Asset Management is installed with the sandbox dataset set to BMC.ASSET.SANDBOX and
the production dataset set to BMC ASSET.
An administrator defines what sources of updates have the most appropriate information to load
into the production data, and can disable the sandbox. For more information, see Configuring BMC
Asset Management settings (see page 173).
The user does not make changes directly to production data, unless the sandbox is disabled.
When a user modifies data, the data flows through a temporary storage area (the sandbox
dataset), and then runs through the Reconciliation Engine. The Reconciliation Engine determines
which modified attributes to also modify into the production data.
Note
During reconciliation, some updates might not get updated in the production dataset. The
system can be configured to treat another data source as a higher precedence than the
data being entered through BMC Asset Management. If two data sources make updates,
the data source with the highest precedence determines the production dataset.
Depending on whether your system is configured with a sandbox dataset, the CI creation process
varies slightly.
If your system is configured with a sandbox dataset, CIs that you create or modify flow
through the sandbox dataset. You can choose to wait until the data has been reconciled, or
move on to the next CI.
If your system does not have a sandbox dataset, CI data goes directly into the production
dataset.

Creating relationships in a topology

This section discusses how to use the network topology feature in BMC Asset Management. You
can use this feature to create relationships between the networked items in your organization. You
can also use this feature to track network information and system information about those items.
Using network topologies to diagnose problems (see page 329)

Relating CIs in a network topology (see page 329)
Using network topologies to diagnose problems

Service desk staff can view the relationships between CIs in a network topology to diagnose
problems. For example, a user might call about a problem with a network printer. The specialist
can view the network topology to identify the network printer. The specialist can then determine
whether the problem is with the network printer or another problem. The specialist can make this
determination by searching for tickets that are related to the CI. The tickets might indicate whether
the item is down or in repair.
Network topologies can also be useful during the planning and risk assessment phases of a
change request. For example, a change request comes in that requests an operating system
upgrade for several application servers. The change manager or configuration administrator views
the network topologies of these computer systems. The topologies indicate which computers or
users would be affected by the change.
Relating CIs in a network topology

To arrange CIs in a network topology, relate them to connectivity segments or IP connectivity
subnets. You can relate the following CI types to segments and subnets in a peer-to-peer
relationship:
Computer System
Mainframe
Printer
You can use your discovery tool (for example, BMC Configuration Automation for Clients or BMC
Atrium Discovery) to discover these CIs, segments, or subnets, or you can create them manually.
Then you can relate the connectivity segments and subnets to a CI.
To relate connectivity segments and subnets to a CI
1. Open a CI, as described in Using search (see page 304).

2. From the navigation pane, choose Advanced Functions > Topology.
3. In the Topology Relationships form, from the Show Related list, select Connectivity Segment
or IP Connectivity Subnet, and click Relate.
4. In the message that appears, click OK.
5.
5. In the CI Search dialog box, specify your search criteria, and click Search.
You can use the Advanced Search field to perform an advanced search.
6. Select the connectivity segment or IP connectivity subnet you want to relate.
7. From the Relationship Type list, select the relationship of this segment or subnet to the CI.
8. Click Relate.
The Topology Relationships form reappears with the records in the table.
Next, you can relate other Computer System, Mainframe, or Printer CIs to the segments or
subnets.
To relate other CIs to connectivity segments or subnets

2. From the navigation pane, choose Advanced Functions > Topology.
The Topology Relationships form appears.
3. From the Show Related list, select Connectivity Segment or IP Connectivity Subnet.
4. From the CI Type list, select the system you want to relate to the current connectivity
segment or subnet.
5. Click Relate.
6. In the CI Search dialog box, specify your search criteria, and click Search.
7. Select the system that you want to relate, and click Relate.
The Topology Relationships form reappears with the records in the table.
Simulating the impact of CI changes

The BMC Atrium Impact Simulator application helps you to determine how a change to the
availability of an item represented by a CI affects other items. For example, you can run a
simulation in BMC Atrium Impact Simulator to learn what devices and applications in the network
would be affected if you took a server offline.
You can also use BMC Atrium Impact Simulator to plan for disaster recovery. You can run
simulations to determine where the network is weakest, and plan accordingly.
BMC Atrium Impact Simulator uses the impact relationships that you create between CIs. For
information about creating relationships, see Working with related items (see page 341).
Using BMC Atrium Impact Simulator (see page 331)

Functional areas of the BMC Atrium Impact Simulator console (see page 332)
Running an impact simulation (see page 332)

Using BMC Atrium Impact Simulator

You can use the BMC Atrium Impact Simulator application to determine how a change to the
availability of an item represented by a CI affects other items. For example, you can run a
simulation in BMC Atrium Impact Simulator to learn what devices and applications in the network
would be affected if you took a server offline.
You can also use BMC Atrium Impact Simulator to plan for disaster recovery. You can run
simulations to determine where the network is weakest, and plan accordingly.
BMC Atrium Impact Simulator uses the impact relationships that you create between CIs. For
information about creating relationships, see Working with related items (see page 341).
When you run a simulation, you can specify an impact state for each CI in the simulation. The
following table lists the states that you can select in BMC Atrium Impact Simulator.
Impact states in BMC Atrium Impact Simulator
BMC Atrium Impact Simulator state Description
Slightly Impaired The item is delivering services normally, but some problem might affect it.
Impaired The item's delivery of service is slightly affected.
Very Impaired The item's delivery of service is affected.
Unavailable The item has a failure and is unable to deliver service.
When you run a simulation, BMC Atrium Impact Simulator uses these states and the impact
relationships defined between CIs to predict the corresponding impact on the items that they
represent. For example, a simulation that includes a server with an impact state of Unavailable
might return several related CIs that are predicted to be unavailable as a result of the unavailable
server. However, an Impaired server in that same simulation might return impacted CIs that are
predicted to be only Slightly Impaired.
Priorities can help you understand the problems that you should address first if you were to make
the changes that you simulated. For example, a simulation might reveal that if a server were to fail,
email and payroll services might be disabled. The computed priority for these services would help
you decide which service to restore first.
If you have BMC Change Management installed, you can open a new change request directly from
BMC Atrium Impact Simulator. Similarly, if you have BMC Service Desk installed, you can open a
new incident request. This enables you to take immediate action if the results of an impact
simulation are acceptable. For information about change requests, see Change request lifecycle.
For information about incident requests, see Managing incident requests.
For more information about BMC Atrium Impact Simulator, see Simulating the impact of changes to
CIs (see page 331).

Functional areas of the BMC Atrium Impact Simulator console

The following table describes the actions that you can perform in each of the functional areas of the
BMC Atrium Impact Simulator console.
BMC Atrium Impact Simulator console functional areas
Functional area Description
CIs for Simulation
CIs for Simulation This table contains the CIs that you select for simulation. The left column contains the Set CI's State for
table Simulation field.
Use this field to assign an impact state to the CI in the table.
Add CI Click to search for one or more CIs to add to the table.
Remove CI Click to remove the selected CI from the table.
Simulate Impact Click to run an impact simulation for the CIs in the table.
Results
Results in Topology Shows the results of a simulation as a topology, including any impact relationships between the CIs.
An icon on each CI image represents the predicted impact state for each CI, based on the simulation
criteria.
Results in Table Shows the results of a simulation as a table.

The Predicted State column indicates the expected impact for each CI.
To list only impacted service CIs, click Show Only Services. To list all impacted CIs, click Show All Results
.
Save Simulation Save the simulation. Saved simulations can be loaded and compared.
Results
Running an impact simulation

You can simulate the impact that a change to one or more configuration items (CIs) will have on
other CIs. The results of the simulation show how related CIs, such as other software on the
server, are affected when you restart the server.
For example, if you have to apply the latest patch to a database and the patch installation requires
the database's host computer to be restarted, you might want to simulate the impact of restarting
the server.
Before you begin

You should model the impacts among your CIs. For more information, see Administering CI impact
models.
To run an impact simulation
1. On the BMC Atrium Core Console, click the Application Launcher > Applications > Impact
Simulator.
2. Add CIs to BMC Atrium Impact Simulator by performing one of the following actions:

2.
Action Steps
Add CIs directly in BMC Atrium a. In BMC Atrium Impact Simulator, click Add CI.
Impact Simulator b. In the Query window, run a query that returns the CIs you want to include
in the simulation.
For more information about finding CIs, see Building queries in BMC
Atrium Explorer.
c. From the results list, select one or more CIs, and then click OK.
The selected CIs appear in the CIs for Simulation section.
Add CIs through BMC Atrium a. In BMC Atrium Explorer, open a view that contains the CIs you want to
Explorer include in the simulation.
b. Select one or more CIs.
c. Click a highlighted CI and select Simulate Impact.
BMC Atrium Impact Simulator opens, with the selected CIs in the CIs for
Simulation section.
3. In the CIs for Simulation section of the BMC Atrium Impact Simulator, select a CI, and then
select an impact state from the list in the Simulated Status check box.
Repeat this step until every row in the CIs for Simulation section has the impact state that
you want to simulate.
4. Click Simulate Impact.
When a large number of related CIs and relationships exist, a pop-up window appears,
showing you the progress of the simulation. The progress display shows you the current
state for the simulation. When the simulation is completed, the progress window closes
automatically. Closing the progress window before the simulation is complete does not
cancel the simulation.
If the results contain over 750 CIs, you are prompted to view the results in table view.
5. View the results of the simulation on the Results in Topology and Results in Table tabs.
6. If you want to save this simulation, complete the following steps:
a. Click Save Simulation.
b. In the Save Simulation dialog box, enter a name for the simulation.
c. Provide a description of the simulation, such as its purpose, and the CIs used in the
simulation.
d. Click OK.
Exploring CI relationships
BMC Atrium Explorer shows a map of the relationships between the selected CI and related CIs.
To view relationships at all levels throughout your environment, you can traverse this map from one
CI to another. For example, the selected CI might be a computer system that is related to a printer.
You might traverse the map to see how that printer is related to other computer systems. BMC
Atrium Explorer shows the relationship between the computer system, printer, and other computer
systems.
To explore CI relationships
1.
1. Open the Asset Management console.

2. From the Configuration Items (CIs) table, select the CI, and click Explore CI.
BMC Atrium Explorer opens, displaying the selected CI. Other related CIs might be
displayed, depending on the CI types and relationships.
BMC Atrium Explorer
3. To view CI instances related to a currently displayed CI instance, click the expand button
underneath it.
4. To limit the related CIs displayed in the view, you can select a filter.
For information about creating filters, see BMC Atrium Explorer filters (see page 333).
5. To resize the diagram, use the zoom tool.
6. To see further information about any CI in the viewer, pause the mouse over the CI.
Alternative text displays the CI name, class ID, categorization, and owner name. In the BMC
Atrium Explorer, the categorization appears as category, type, and item. This categorization
is the same as product categorization tier 1, tier 2, and tier 3.
Viewing CI audits
You can view the following types of CI audits:
Notification audits, which provide a log of notifications sent about a CI

BMC Atrium CMDB audits, which show information about the creation and modification of a
CI
Note

You cannot view a CI audit unless auditing has been enabled on the BMC.CORE:
BMC_BaseElement and other specific attributes. For more information, see Configuring
auditing for a class (see page 334).
The following topics provide more information about viewing CI audits:
Viewing lifecycle audits of a CI (see page 335)

Viewing a BMC Atrium CMDB audit of a CI (see page 336)
The BMC Communities blog posting on Auditing your assets
Viewing lifecycle audits of a CI

Audit logs displays field and notification audits related to a CI. Entries in the audit log are generated
to track the modification when:
Certain fields are changed

CI status is changed
System notifications are sent
The logon ID of the individual making the change appears next to the audit log entry.
Note
For information about enabling audits, see Configuring a form for auditing.
To view audits of a CI

2. From the navigation pane, choose Functions > Lifecycle Audits.
The Lifecycle Audits dialog box is displayed. You can view form audits (see page 335) or
notification audits (see page 336).
To view field changes on forms

If auditing is enabled in the AST:Attributes form, you can view the status and status reason for field
value changes.
1. In the Lifecycle Audits dialog box, click the Form Audits tab.
2. Select an audit type from the list.
3. Select an audit row.
The New Field Valuearea displays the value of the fields audited for the CI.
Note

3.
For information about changes to BMC Remedy ITSM lifecycle fields, see
Changes to the BMC Atrium CMDB for BMC Remedy ITSM.
To view notification audits
1. In the Lifecycle Audits dialog box, click the Notification Audit tab.
The audit trail displays all the notifications that were generated for the CI.
2. Select a notification audit entry, and click View.
Viewing a BMC Atrium CMDB audit of a CI

The BMC Atrium CMDB audit shows information about a selected CI, as stored in BMC Atrium
CMDB. The audit includes the date that the CI was created, the user ID of the creator, the date it
was last modified, and so on.
For example, Allen Allbrook, a configuration administrator at Calbro Services, thinks that the data
for a computer system might be inaccurate. He wants to view the audit history of the CI so that he
can see all the modifications to this computer system during its history. He can investigate why the
data is no longer accurate.
For more information about BMC Atrium CMDB audits, see Configuring auditing for a class.
To view a BMC Atrium CMDB audit of a CI

2. From the navigation pane, choose Functions > CMDB Audits.
3. In the View Instance History form, select a history entry, and click View.
The data displayed in the CMDB DetaultAuditLog form depends on how the form is
configured. By default, Name, Status, Region, Site Group, and Site are displayed. An
administrator can configure more fields to audit, as described in Configuring auditing for a
class.
Releasing, viewing, and reserving hardware inventory

This topic describes how you can view, release and reserve hardware inventory. You can view
inventory reservations from a reserved CI.
To release reserved hardware inventory
1. On the Asset Console, select Filter by > By Computer By Status > Reserved.
A list of of all CIs with reserved hardware inventory are displayed in the table.
2. Select a CI and open the record.
3. From the Status menu select an option for releasing the hardware.
For example, Deployed, In Inventory, Transferred, and so on.
4. Click Save.

To view hardware inventory reservations
1. On the Asset Console, select Filter by > By Computer By Status > Reserved.
A list of of all CIs with reserved hardware inventory are displayed in the table.
2. Select a CI and open it.
3. After the CI form is displayed, choose Functions menu > Reservation Details.
The Manage Reservation screen shows the current hardware inventory reservations.
4. Select a record and click View.

If the request to reserve this hardware originated from an Incident Service Desk request, the
Incident Request Information screen is displayed. BMC Asset Management supports
Service Requests, Incidents, Infrastructure Changes, and Work Orders for reserving
hardware. To reserve hardware from within an application, use the Functions > Manage
inventory option available on the left pane of the application console.
5. Click Close to return to the CI form.
To reserve a CI
You can reserve CIs only if you have Asset Management Administration and Asset Management
Configuration permissions. The status of the CI must be In Inventory.
1. On the Asset Console, select Functions > Manage Inventory.

The Manage Inventory screen is displayed.

2. Enter your search criteria and click Search.

A list of CIs that meet your search criteria is displayed at the bottom of the screen.
3. Select the CI and click Reserve/Use Inventory.
The hardware is now reserved, and the record disappears from the table.
4. Use the breadcrumb bar to return to the Asset Console.
The status of the CI is now Reserved.
Working with discovered CIs

Discovery products automate the process of populating BMC Atrium CMDB. When these products
discover IT hardware and software, they create CIs and relationships from the discovered data.
For example, you might use BMC Configuration Automation for Clients or BMC Atrium Discovery to
populate BMC Atrium CMDB. BMC Configuration Automation for Clients can discover CI types
such as computer system, processor, operating system, and software product. BMC Atrium
Discovery can discover CI types, such as computer system, cluster, application, and business
service.
When data providers, such as discovery products, put data into BMC Atrium CMDB, this data is
partitioned into separate datasets. The Reconciliation Engine component of BMC Atrium CMDB
reconciles these datasets into a consolidated production dataset that you use as the single source
of reference for your IT environment.
The Reconciliation Engine identifies CIs for reconciliation from discovery products and from BMC
Asset Management, merges the identified records to the production dataset based on a
precedence value, and purges obsolete configuration data from the production dataset. The
production dataset is named BMC Asset.

Data consumers, such as BMC Asset Management, read data from the production dataset. You
can use BMC Asset Management to view, modify, and work with the discovered CIs. You can also
use BMC Asset Management to create CIs that are not discovered, as described in Creating CIs
(see page 323).
Note
BMC discovery products populate key CI fields so that CIs can be uniquely identified
during reconciliation. If you create a CI that might later be discovered, you must enter
values in these fields that match the values populated by discovery products. For
example, the CI Description field can be used during reconciliation to identify a CI. Failure
to enter this data correctly can result in duplicate CIs. For information about how BMC
discovery products identify CIs, see CMDB synchronization and Default CDM Mapping.
Also, refer to the BMC BladeLogic Client Automation Configuration Discovery Integration
for CMDB Getting Started Guide (see page 338).
Working with configurations

Configuration administrators define configurations as sets of CIs that are required by different
groups of people in the company. For example, the configuration for support agents might include
a computer, monitor, keyboard, mouse, and printer.
If a CI belongs to a configuration, to view details about the configuration, click the Configuration link
from the navigation pane. This link opens the Configuration Information dialog box. You can also
add a new configuration to replace the current one.
Note
The Configurations link is only available for the Computer System, Application,
Application Infrastructure, Application System, Equipment, Mainframe, Person, Printer,
Software Server, and Document CIs. If you select any other CI type you will not see the
Configurations link.
Viewing configuration information (see page 339)

Adding a CI to a configuration (see page 340)
Viewing configuration information

If the CI that you are working with belongs to a configuration, you can view details about it on the
Configuration dialog box.

To view configuration information for a CI

2. From the navigation pane, choose Functions > Configuration.
The Configuration Information dialog box appears. If the CI belongs to a specific
configuration, information about the configuration appears in read-only fields.
3. To see a categorization comparison of CIs to items in the configuration, click View
Differences.
4. To check the inventory for an item in the configuration, perform the following steps:
a. Click Check Inventory.
b. In the Manage Configurations dialog box, select the item and click Check Inventory.
c. In the Configuration Information dialog box, view the items in inventory.
Adding a CI to a configuration
If a configuration does not appear in the Configuration tab, you can add the configuration for the CI.
The configuration administrator or application administrator usually creates configurations.
Notes
A CI can be related to only one configuration. If you add a new configuration, it replaces
the current configuration.
To add a new configuration, you must create a new version. A Change Request is auto-
generated with the name of the configuration. The newly submitted version is not
approved until the Change Request is completed. After the Change Request is
completed, the previous configuration version changes to an Inactive status. The new
version changes to an Active status on the effective date.
The Change Request cannot be automatically created if a Change Manager or

Change Coordinator is not provided when creating the Change Request. Make
sure one of the following options is enabled for auto-generation of the Change
Request when you add CI to a configuration:
A change template which defines all the mandatory fields required to

create a Change Request is selected in the approval process
configuration form. For more information about the Asset approval
process configuration, see Configuring the approval process for CI
configurations (see page 190).
Auto-assignment is enabled for BMC Change Management. For more
information about auto-assignments, see Automatically assigning
changes.

To add a CI to a configuration

3. In the Configuration Information dialog box, click Add.
If the CI already belongs to a configuration, a warning message appears.
4. In the Searching for Configurations dialog box, specify your search criteria, and click Search
.
5. Select a configuration, and click Relate.
Information about the new configuration appears on the Configuration tab.
Working with related items

A CI can be related to other CIs. For example, the monitor, mouse, and keyboard CIs can be
related to a computer system CI as components. If you are using a BMC discovery product, the
discovery product can create the relationships when it populates BMC Atrium CMDB.
When a CI or relationship is not discovered, you can manually create the relationship. When you
relate a CI or service to another CI, you must define the relationship type between the two records.
For a description of each relationship type, see CI and relationship types (see page 316).
If the applicable application is installed, you can also relate incidents, problems, known errors,
solution database entries, and change requests to the current CI. For example, if an incident or
change request affects the availability of a CI, you can relate it to the CI.
You can use the Quick Action field to create new relationships or to modify relationships.
Viewing relationship details for a computer system CI (see page 341)

Creating records from the Relationships tab (see page 342)
Relating records to CIs (see page 343)
Using relationship quick actions (see page 344)
Viewing relationship details for a computer system CI

When you open a computer system CI, you can view the details of the following related
components:
BIOS element
Card
Disk drive
IP endpoint
LAN endpoint

Memory
Network port
Operating system
Patch
Processor
Product
To view relationship details
1. Open a computer system CI, as described in Using search (see page 304).
You can use the advanced search feature to locate a computer system with specific
components.
2. Click the Relationship Details tab.
The left side of the tab contains a tree view, organized by CI category. The rest of the tab
displays information about the related CIs.
3. From the tree view, select the category of the CI that you want to view.
The related CIs that belong to that category appear in the table.
4. View either a detailed description or a summary of the related CI, as described in the
following table:
View Perform the following steps
A detailed description of the a. Select the related CI from the table.

related CI b. Click View.
The CI information form refreshes with the details of the selected CI.
A summary of the related CI a. In the tree view, expand the category of the related CI that you want to view.
A list of the related components appears beneath the category heading.
b. From the list, select the component that you want to view.
The table is replaced with a view that contains high-level information about
the component.
Creating records from the Relationships tab

You can use the Relationships tab to create records to relate to the current CI.
Only users with a permission of Asset Admin can relate one CI to another. If the
applicable application is installed, users with a permission of Asset User can relate CIs to
incidents or other records.
To create a record from the Relationships tab

2. Click the Relationships tab.
To see relationships to the current CI, select an option from the Show Related list.
3.
3. From the Request Type list, select the type of record you want to relate.
If you selected Asset Record, select a CI type from the CI Type list. For a description of
each CI type, see CI and relationship types (see page 316).
4. Click Create.
The dialog box or the form that appears depends on your selection. If you select Asset
Record, the Select Relationship Type dialog box appears.
5. From the Relationship list, select the relationship between these two CI records, for
example, Component.
6. Click OK.
7. In the Select Relationship Type dialog box, from the Show list, select Parent or Child.
To set the related CI as a parent of the current CI record, select Parent.
To set the related CI as a child of the current CI record, select Child.
8. Click OK.
9. In the Show Related field of the Relationships tab of the CI, select the appropriate item, and
click Search.
10. If the selection criteria for the table includes the CI that you related, it appears in the Current
Relationships table.
11. Click OK.
12. In the new CI Information form, complete the required fields, and click Save.
Relating records to CIs

You can relate records to the current CI from the Relationships tab.
To relate a record

3. From the Request Type list, select the type of record you want to relate.
Note
Depending on which BMC Remedy applications you have installed, you might see
more than one option in the Request Type list. For example, if you have BMC
Incident Management installed, you can select to relate an incident from this list.
4. If you selected Asset Record, select a CI type from the CI Type list, and click Search.
The search dialog box displayed depends on the type of record you want to relate.
5. Specify your search criteria, and click Search.
Notes

If BMC Remedy Knowledge Management is installed, the Global Search

option is displayed. Global search performs a basic keyword search across
multiple forms for records that match a word or phrase that you type in the
search area.
To include additional search criteria, click the Use Advanced Search link.
The Global Search functionality does not include Asset CIs. On the CI
Search dialog, the relationship keyword search is provided and the search
is performed on the CI Name. This keyword search is enabled when BMC
Knowledge Management is installed.
6. Select one or more records from the table.

7. From the Relationship Type list, select the relationship between the records. For a detailed
explanation of all relationship types, see Relationship types (see page 322).
Note
What appears in the Relationship Type list depends on the type of record you are
relating. The list is different for a known error in BMC Problem Management, an
infrastructure change in BMC Change Management, and so on.
8. Click Relate.
The Select Relationship Type dialog box appears.
9. Select a value and click OK.
The record that you related appears in the Current Relationships table of the CI record.
Using relationship quick actions

You can perform various quick actions, as described in the following table, depending on the
record type of the selected related record. To use a relationship quick action (see page 345)
provides instructions for applying the quick action.
Relationship quick actions
Quick Action Applicable record Purpose

type
Explore CI CI Explore the CI and its relationships to other CIs. For details, see Exploring CI
relationships (see page 333).
Get Related Pull relationships from the selected records to the current CI.
Relationships Incident
Problem
Known error
Solution
database
entry

Quick Action Applicable record Purpose

type
Change
request
Modify Modify the relationship between the selected record and the current CI.
Relationship Type Incident
Problem
Known error
Solution
database
entry
Change
request
Show Related CI See the list of business services that are affected by the selected CI.
Services
To use a relationship quick action

3. To show another related record type, select the appropriate type from the Show Related list,
such as Incidents.
4. Select a record.
5. From the Quick Action list, select the action, and click Execute.
The quick action is performed.
Creating a blackout schedule

Use the blackout schedule to indicate:
Times when the current CI is unavailable for changes in BMC Change Management. During
this time, a CI must not be brought down. For example, the server used by payroll might
have a blackout schedule to indicate that the CI must not be affected by any changes during
paycheck processing.
Scheduled outages during which the CI is available for maintenance and other changes.
When a CI is available for changes, business services might be affected.
You use the Registration for Shared Time Segment form to create a blackout schedule. You can
schedule a blackout to occur once or define a recurring schedule. Blackout schedules are stored in
the Business Time Segment form. This form is also used by BMC Change Management to help to
avoid scheduling changes when a CI must be available.
Note

You can create a blackout schedule either from BMC Asset Management or from BMC
Change Management.
Creating a one-time blackout schedule (see page 346)

Creating a recurring blackout schedule (see page 346)
Creating a one-time blackout schedule

Use a one-time blackout schedule to indicate a nonrecurring interval when a CI must be available
or is unavailable.
For example, at Calbro Services, a server is hosting a website for a special anniversary event.
Allen Allbrook, the configuration administrator, creates a one-time blackout schedule for the week
of the anniversary event to prevent the server from being taken down during that week, making
sure that the website is available throughout the event.
To create a one time blackout schedule

2. From the navigation pane, choose Advanced Functions > Blackout Schedules.
3. In the Registration for Shared Time Segment form, click Add.
4. In the Business Time Segment form, provide a description of the availability or unavailability
of the CI.
5. From the Availability list, select whether the CI is available or unavailable for changes:
Unavailable — Business services require use of the CI in this time segment, so it is
unavailable for changes.
Available — The CI is available for changes.
6. To enable this blackout, select the Enable check box.
7. For Duration Type, select One Time.
8. Click the One Time tab.
9. Specify your start and end date times, and click Save.
Creating a recurring blackout schedule

Use a recurring blackout schedule to indicate regular CI availability or unavailability requirements.
For example, Finance at Calbro Services process payroll checks every Thursday. Allen Allbrook,
the configuration administrator, wants to ensure that neither the payroll server nor the payroll
printer are taken down for maintenance on Thursdays. He sets two recurring blackout schedules to
accomplish this.
To create a recurring blackout schedule
2.
2. From the navigation pane, choose Advanced Functions > Blackout Schedules.
3. In the Registration for Shared Time Segment form, click Add.
4. In the Business Time Segment form, provide a description of the availability or unavailability
of the CI.
For example, at Calbro Services, Allen Allbrook provides the description, "Payroll check
processing."
5. From the Availability list, select whether the CI is available or unavailable for changes:
Unavailable — Business services require use of the CI in this time segment, so it is
unavailable for changes.
Available — The CI is available for changes.
For example, Allen selects Unavailable, to ensure that the payroll server is not taken
down for maintenance.
6. To enable this blackout, select the Enable check box.
7. For Duration Type, select Recurring.
The Recurrence Definition tab is displayed.
8. Specify start and end date times for the activity recurrence and the recurrence type
information. Depending on your selections, you might have to complete additional fields.
For example, to set a weekly schedule, Allen selects Weekly.
9. Click Save.
Allen repeats this procedure for the payroll printer.
Working with outages

CI unavailability, or outage, is the actual down time of a CI. Unavailability might be due to
scheduled maintenance (the record is created from a change request) or an unexpected problem
(the record is created from an incident).
For example, the change manager at Calbro Services creates a change request for a server
upgrade and creates a CI unavailability record from the request. The configuration administrator at
Calbro Services can open the CI unavailability record and add financial information about the cost
of unavailability.
You can create CI unavailability records only for the following CI types:
Application
Application Infrastructure
Application Service
Application System
Business Service
Computer System
Database
Document
Equipment

LAN
Mainframe
NT Domain
Printer
Software Server
WAN
Creating outage information (see page 348)

CI unavailability lifecycle (see page 351)
Creating outage information

This section describes the procedure to create outage information.
To create outage information

2. Click the Outage tab, and click Create.
3. In the Configuration Item Unavailability form, indicate whether the unavailability request
originated from a change request or an incident by selecting Change or Incident from the
Unavailability Classlist.
Note
If you have BMC Change Management or BMC Incident Management installed,

and you create a CI Unavailability record from either of these applications, this field
is automatically populated.
4. From the Unavailability Type list, select one of the following options:
Unavailability Purpose Availability of selection
type
Schedule Full You plan to take the CI out of service during a Only when you are creating a CI Unavailability
scheduled change record from a change request
Scheduled You plan to change the CI, but not take it out of Only when you are creating a CI Unavailability
Partial service. record from a change request
Note: CI performance suffers some performance

degradation during the duration of the change.
Unscheduled The CI is experiencing an unplanned complete Only when you are creating the CI Unavailability
Full service outage. record from an incident or change request
Unscheduled The CI is experiencing an unplanned service Only when you are creating the CI Unavailability
Partial degradation. record from an incident or change request

After you select the class and type, the priority field is automatically completed.
5. Provide a description for the unavailability.
6. If this is a scheduled unavailability, specify scheduled start dates and end dates on the Dates
/Assignment tab.
When you save the form, the scheduled duration of the unavailability appears in the
Estimated Durationfield.
Note
If you specify a scheduled start and end date without specifying the actual dates,
the Unavailability Status is set to Scheduled after you save the form.
7. Specify actual start dates and end dates for the unavailability.
When you save the form, the actual duration appears in the Actual Durationfield.
Note
After you save the form, if you specify an actual start date without an end date, the
Unavailability Status field is set to Current Unavailability. The Unavailability Status
is set to Restored when you specify an actual end date. After you set the actual
end date, you can modify it, but not remove it.
8. Select an option from the Assignment is set from area:

Configuration Item — If you assign a support group responsibility for the CI
unavailability when you relate the group to a configuration item, this option is
selected. In addition, if you set the assignment lock to yes, you cannot change the
support group assignment from the CI Unavailability record. If you set the lock to no,
you can select another assignment method.
Cross Referenced Request — If the CI Unavailability record is created from an
incident or a change request, this option is selected. The person assigned the ticket
is also assigned the CI Unavailability record. This option keeps the CI Unavailability
assignment synchronized with the assignment for the incident or change request.
Manually — Select this option when you want to manually assign the CI Unavailability
record to any group. Then, set the Assignment Status to Assigned.
Setting the Assignment Status to Completed marks the CI Unavailability record as
closed. Only users with Asset Admin or Asset User permissions can modify a closed
unavailability record.
Note

You can do this only from the CI Unavailability form, not from the Outage
tab on the CI Information form.
Automated Routing — If you do not assign a support group from the People tab,
unavailability assignment defaults to Automated Routing. Automated Routing
configured on the Assignment configuration form.
For more information, see Configuring assignments.
9. Set the assignment.
Assignment is set first through the CI. If assignment is not set using this method, the
automated routing option is used.
If you are working from the BMC Service Desk: Incident Management or BMC Change
Management applications and automated routing is not configured, assignment is set as
Cross Referenced Request.
Note
For descriptions of each of these assignment methods, see 8 (see page 349).
The individual or group assigned to this unavailability record must set the status to
Completed after recording the actual start and end times.
10. Use the other tabs to add supporting unavailability information:
CI Status Information — Change the CI status to reflect the CI unavailability.
Examples of status include Down and In Repair.
Relationships — View or relate incidents, infrastructure changes, and problem
investigations. This tab is available only if you have BMC Service Desk: Incident
Management, BMC Change Management, or BMC Service Desk: Problem
Management.
Financials — View, create, and track outage costs related to the CI unavailability. For
information about adding costs, see Working with costs (see page 442).
Note
You must save the CI Unavailability record before you can create
relationships and costs.
References — View the incident or change IDs that might have created the
unavailability record. This tab is available only if you have BMC Service Desk:
Incident Management
or BMC Change Management.
11. Click Save.

CI unavailability lifecycle
The CI unavailability lifecycle supports the following status changes, as shown in the table below. A
CI Unavailability record is Open if the status is not Restored.
Status changes in the CI unavailability lifecycle
Your action If CI Unavailability records apply If no CI Unavailability records apply
Change the status of a CI from An unavailability record exists dialog box A dialog box appears. You can create a new
Up to Down. appears. unavailability record.
Update a CI while its status is Nothing happens. A dialog box appears. You can create a new
Down. unavailability record.
Change the status of a CI from A dialog box appears. You can update the CI Nothing happens.
Down to Up. Unavailability record.
Update a CI while its status is A dialog box appears. You can update the CI Nothing happens.
Up. Unavailability record.
Managing decommission schedules

The virtualization administrator, configuration manager, or change coordinator can create a
decommission schedules to drive the decommission process. If a decommission schedule is
related to a virtual machine (VM), the owner of the VM receives notification of the upcoming
decommission (see page 352).
A configuration item (CI) for a VM is related to a CI for virtual settings data, which includes the
proposed decommission date. When the CI for the VM is attached to the schedule, the proposed
decommission date stored in the CI's related virtual settings data becomes the proposed
decommission date in the Schedule Information form.
Upon receiving notification, the owner can request an extension of the proposed decommission
date so that the VM is available for use. If the VM owner does not request an extension, the
decommission proceeds on schedule.
On the proposed decommission date, the decommission schedule creates a change request to
request the decommissioning of the VM.
Recommendation
Set a default decommission schedule for each company. Then, when a VM is created,
the default decommission schedule (for the company for which the VM is being created)
is related automatically to the CI for the VM. This eliminates the need to manually relate a
decommission schedule to the CI and can help reduce VM sprawl.

Notification of a VM scheduled for decommission (see page 352)

Creating a decommision schedule (see page 352)
Relating a VM to a decommsion schedule (see page 353)
Notification of a VM scheduled for decommission

The owner of a virtual machine (VM) and a notification contact can be notified in advance of the
VM decommission date, as specified by the lead time.
Configuration items (CIs) for VMs include a proposed decommission date. The CI also indicates
the owner of the VM. The decommission schedule indicates the lead time and the notification
support group or company.
Notification is sent to both the owner of the VM and to the notification contact in advance of the
proposed decommission date, as specified on the decommission schedule. This notification
provides the VM owner with time to request an extension of the decommission date if the VM is still
being used.
Creating a decommision schedule
Before you begin

The computer system CI for the virtual system must be created.
To create a decommission schedule
1. On the Asset Management console, from the navigation pane, choose Functions >
Schedules.
2. In the Schedule Information dialog box, click New Schedule.
3. In the Schedule Criteria form, from the Schedule Type list, select Decommission Schedule.
4. Specify the following information about the schedule:
Field Description
Schedule Name Specify the name of the schedule.
Schedule Description Provide a description for the schedule.
Schedule Type Specify the type of schedule (in this case, a decommission schedule).
Default Decommission The default decommission schedule is automatically attached to CIs for VMs. You can
Schedule have only one default decommission schedule for a company.
Recommendation: Create a default decommission schedule for each company.
Send Notification Only When a default decommission schedule is automatically attached to the CI for a VM,
Send Notification and Create specify whether to send notification only or to also create the change request (based on
Decommission Change the indicated change template).
Request
Lead Time in Days Specify the number of days in advance to notify the VM owner about the decommission
date. This value is auto-populated by the default lead time.

Field Description
Notification Company, Specify a support person to be notified in addition to the owner of the VM. Both the
Support Organization, contact person and the CI owner receive notification about the decommission.
Support Group, and Contact
Change Template Select the change template to use when the change request is created on the
decommission date.
Change Requester Specify the change requester and change coordinator for the change request that is
Change Coordinator created.
5. Click Save.
Relating a VM to a decommsion schedule

You can relate multiple VMs to a single decommission schedule. You cannot relate a single VM to
multiple decommission schedules.
To relate a VM to a decommission schedule
1. In the Schedule Criteria dialog box, click Add.

2. In the Searching for Configuration Items dialog box, in the Search For list, select System >
Computer System.
3. Enter other search criteria to narrow the search results, and click Search.
4. Select the appropriate CI and click Relate.
Note
You can relate only VMs to a decommission schedule. When a computer system
CI refers to a VM, the Is Virtual field is set to Yes.
Working with maintenance schedules and audit schedules

You can set up schedules that notify IT or asset management personnel when maintenance and
audits for CIs are necessary. For example, an IT technician might perform routine maintenance on
all the printers in a company once every six months. The maintenance tasks can include changing
the toner and checking for printer driver updates. You can create a maintenance schedule that
notifies the technician when to begin maintenance tasks. After completing the maintenance tasks,
the technician changes the status of the schedule to Completed.
Note
If you have BMC Change Management installed, you can select a change template.
When the maintenance schedule comes due, this change template is used to create the
change request. The change request is then assigned to a technician to complete the
maintenance.

You can create an audit schedule to perform periodic audits. Perform audits to check for
differences between the information in the CI database and the CIs that are deployed in the
company. For example, to schedule a quarterly audit of the CIs at a site, relate the audit schedule
to all the CIs at that location. You can also set up a review schedule to review the configuration of
CIs.
After you create a schedule, you can relate the schedule to a CI. When you no longer need a
schedule, you can remove the schedule from the CI. You work with schedules in the Schedule
Criteria form. You can open this dialog box from the Asset Management console or from the
Schedule tab on the CI Information form.
Creating a schedule (see page 354)

Relating a schedule to a CI (see page 355)
Searching for and modifying a schedule (see page 356)
Changing the status for a schedule (see page 357)
Creating a schedule
You create maintenance schedules and review schedules in the Schedule Criteria form. For
example, Calbro Services has a high-speed high-volume network printer on each floor of their
offices. These printers require maintenance every six months. The configuration administrator sets
up a maintenance schedule for each of these printers.
To create a schedule
1. On the Asset Management console, from the navigation pane, choose Functions > New
Schedule.
2. In the Schedule Criteria form, from the Schedule Type list, select the appropriate schedule
type:
Audit Schedule — You can create only one audit schedule for each CI. If you create a
new audit schedule for a CI that already has an audit schedule, the current audit
schedule is deleted.
Maintenance Schedule — Use this to establish a periodic maintenance schedule. If
necessary, you can create several maintenance schedules for a CI. For example, for
the printers at a site, you can set up one schedule for changing the toner and another
schedule for restocking the paper.
Note

When you select Maintenance, additional fields are displayed for Change
Template and Change Requester. This allows you to schedule a change
request to be automatically created with the selected template on a periodic
schedule. The only change templates that appear in the Change Template
list are change templates with a Change Type of Asset Maintenance.
Review Schedule — Use this to establish periodic review of configurations. For more
information about review schedules, see Generating a review schedule (see page 479
).
Decommission Schedule — Use this to drive the decommission process. For more
information about decommission schedules, see Managing decommission schedules
(see page 351).
3. Specify information about the schedule:
a. For Schedule Name, specify a name for the schedule.
b. For Schedule Description, provide a description for the schedule.
c. From the Frequency and Period lists, select how often you want the schedule to
occur (for example, every six months).
d. For Lead Time in Days, specify the number of days in advance that you want
someone to be notified about the schedule.
4. Complete the rest of the fields:
a. Select the Support and Notification criteria.
b. If you selected schedule type as Maintenance, and if you have BMC Change
Management installed, enter a change requester, and change template from the
Change Template list.
For example, when setting up a maintenance schedule for a network printer at Calbro
Services, Allen Allbrook selects the Network.
A change request is created when the schedule is due.
5. Categorize the CIs using the Tier fields, as described in Categorizing CIs (see page 326).
6. To relate the CI records to the schedule, click Add.
7. Click Save.
Relating a schedule to a CI
You can relate a maintenance schedule or audit schedule to one or more CIs. For example, to
maintain a server on a standard interval, create a maintenance schedule. Then relate the schedule
to the CI record for the server.
You can add only the following CI types to a schedule:
Application
Application System
Computer System
Mainframe

Printer
Software Server
Equipment
To relate a schedule to a CI

2. From the navigation pane, choose Functions > Schedule.
This option is available only for valid CI types that can be added to a schedule.
3. In the Schedule Information dialog box, from the Schedule Type list, select the type of
schedule that you want to relate, and click Create.
The Select the schedule(s) to be related dialog box appears.
4. Select the schedule you want to relate to the CI.
5. Click Relate Selected Schedule.
The schedule appears in the Schedule Information table.
Searching for and modifying a schedule

After you create a schedule and save it, you can search for a schedule, and modify the entire
schedule. For example, you can change an audit schedule so that it occurs yearly instead of
monthly.
You can also change one occurrence of a schedule that is related to a CI. For example, if an IT
technician is out of the office when a monthly maintenance task is scheduled, you can change the
notification contact for that month. Any user can change one occurrence of the schedule by using
the Schedule tab on the CI Information form.
Note
Whenever you complete tasks for a maintenance schedule or audit schedule, you must
change the status of the schedule to Completed.
Modifying the entire schedule (see page 356)

Modifying one occurrence of the schedule for a CI (see page 357)
Modifying the entire schedule

Use the Schedule Criteria form to modify the entire schedule.
To modify an entire schedule
1. On the Asset Management console, from the navigation pane, choose Functions > Search
Schedule.
2.
2. In the Schedule Criteria form, from the Schedule Type list, select one of the following
options:
Audit Schedule
Maintenance Schedule
Review Schedule
Decommission Schedule
3. Click Search
4. Select a schedule from the search results.
5. Modify the fields that you want to change, and click Save.
Modifying one occurrence of the schedule for a CI

Use the Schedule tab on the CI Information form to modify one occurrence of the schedule for a CI.
Any user can modify one occurrence of the schedule.
Note
Application
Application System
Computer System
Mainframe
Printer
Software Server
Equipment
To modify one occurrence of the schedule for a CI

This option is displayed only for valid CI types.
3. In the Schedule Information dialog box, select the schedule that you want to modify, and
click View.
4. In the Schedule Information form, modify the fields you want to change, and click Save.
Changing the status for a schedule

After you complete scheduled activities for a maintenance schedule or audit schedule, you must
change the status of the schedule to Completed. Any user can change the status of a schedule.
Note

Application
Application System
Computer System
Mainframe
Printer
Software Server
Equipment
To change the status for a schedule

This option is displayed only for valid CI types.
3. In the Schedule Information dialog box, select the schedule that you want to modify, and
click View.
4. In the Schedule Information form, in the Status field, select a new option.
The options are Scheduled, In Progress, and Completed. After you complete activities for a
maintenance schedule or an audit schedule, change the status to Completed.
5. Click Save.
6. In the confirmation message that appears, click OK.
The modified schedule appears in the Schedule tab on the CI Information form. If you changed the
status to Completed, the Schedule Information table displays the next scheduled audit or
maintenance date.
Performing additional functions on the CI form

On the CI form, you can perform the additional functions that are listed in the following table.
To perform any of these functions, you must first open the applicable CI, as described in Using
search (see page 304).
Additional functions on the CI form
Function Action
Adding additional data You can add, view, modify, or remove additional CI data. You specify both the labels and values for
this additional data. If you delete a CI, the associated additional data is also deleted.
To access this function, from the navigation pane, choose Advanced Functions > Additional Data.
To send email with information about a CI, perform the following steps:
1.
Emailing contacts about 1. From the navigation pane, choose Functions > Email System.
information pertaining to 2. On the Email System form, search for the people that you want to contact.
CIs 3. In the Email Information area, specify the message details.
4. If applicable, add an attachment.
5. Click Send Email Now.
Paging a person or on- Use the paging feature to perform manual pages. Pager service provider and paging email are set up
call group on the Notifications tab on the People form.
For information about setting up paging notifications, see Adding notification information.
To page a person or on-call group, perform the following steps:
1. From the navigation pane, choose Functions > Paging System.

2. In the Paging System form, in the People Search Criteria area, specify your search criteria,
and click Search.
3. Select the person you want to page, and click Select.
4. In the Paging Information area, specify the person's pager information, enter the message, and
click Send Page Now.
Alternatively, you can click the Page By On-Call Group tab and send a page to a group instead of an
individual. To do this, perform the following steps:
1. Click the Page By On-Call Group tab.

2. In the On-Call Group Search Criteria area, specify your search criteria, and click Search.
Results matching your search criteria appear in the table.
3. From the table, select the group you want to page, and click Select.
4. In the Paging Information area, specify the group's pager information, enter the message, and
click Send Page Now.
Updating impacted areas Changes or updates to CIs can affect more than one company, location, or organization. You specify
which areas are impacted by a specific CI on the Impacted Areas tab on the CI Information form.
Note: BMC Change Management uses the CI's impacted areas to help determine approval mappings.
For example, you can determine mappings based on location or organization.
To specify the impacted areas for a CI, perform the following steps:

2. On the Impacted Areas tab, click View.
3. In the Impacted Areas dialog box, complete the fields to relate an impacted area to the current
CI.
4. Click Add and then click Close.
5. On the CI Information form, click Save.
Working with returns When you return a CI, you can record the return information. You can also view and delete return
information. The Returns function is not available for bulk CIs.
You can record return information either from the CI form or from the Receiving console. For
information about the Receiving console, see Receiving and returning purchase items (see page 438)
.
To add return information for a CI, perform the following steps:

2. From the navigation pane, choose Functions > Returns.
3. In the Return Receipts dialog box, click Create.
4.
4. In the Return Information dialog box, record the information.

Specify the type of return, the quantity to return, and the reason for the return. You can also
specify a Return Materials Authorization (RMA) number.
5. Click OK.
Viewing the reconciliation information of a CI

You can view the reconciliation status of a CI from within the Asset Management console.
To view the reconciliation information of a CI
1. From the Asset Management console, select a CI from the Configuration Items (CI) table
and choose Functions > Reconciliation Status.
2. On the Reconciliation Status dialog, the following information is displayed:
CI Information section Description
Reconciliation Identity Unique ID of the reconciliation job that identified the CI
Dataset ID ID of the dataset that the CI belongs to
Last Modified By Name of the user who ran the reconciliation job
Last Modified Date Date and time the job was last run
Reconciliation Job Information section Description
Job Name Name of the reconciliation job during which the CI was reconciled
Job Status Status of the reconciliation job
Job ID ID of the reconciliation job
Job GUID Group ID of the reconciliation job
Job Run Start Time Date and time the reconciliation job was started
Job Run End Time Date and time the reconciliation job ended
Relating people, organizations, and groups to CIs

You can relate people, organizations, and support groups to configuration items (CIs). You might
need to relate a CI to people who either manage, support, or own the CI. For example, if you
provide a new salesperson with a laptop, you can relate that person to the laptop. And, if you know
the support group responsible for repairing laptops, you can also relate that support group to the
laptop.
In a multi-tenancy environment, a user can access a CI record only if one of the following
conditions is met:
The user belongs to the same company as the CI.

On the People tab, you create a Supported by or Used by relationship to a people
organization. The user is a member of the same company as the people organization.

The user has unrestricted access to all companies.
Users with Asset Admin permission can modify any CI that they can access. Users with Asset
Viewer permission can view any CI that they can access, but they cannot modify it.
Users with Asset User permission can perform the following tasks:
If they belong to a support group that has a Supported by role for the CI, they can modify the
CI.
They can view, but not modify, any other CI that they can access.
You can relate more than one person, organization, or group to a CI. You can also relate different
people or groups to the same CI, with different roles. For example, you can relate a printer to users
of the marketing and engineering groups. You can set the printer as owned by the marketing group
and managed by the printer support group.
After you create the relationship, you can modify the role assigned to the record. For more
information about modifying the role, see Modifying an assigned role for people, organizations, or
groups related to a CI (see page 362).
To relate a person, organization, or group to a CI

2. Click the People tab, and click Add.
On the Relate People form, existing people relationships are displayed in the Current
People Relationships section.
3. To add a person, organization, or group, in the Select Type section, select the type of
contact.
4. Search for and select the contact as described in the following table:
Type of Steps to select the contact
contact
People a. In the Type list, select People.

b. To make this person the primary contact for the CI, select Yes, and click OK.
c. In the Search People Criteria section, select or enter the appropriate details and search for the
person you want to relate.
d. Click Search.
e. From the results select the desired person record. To select multiple records, press the CTRL key
and select the desired record.
People Use People organization to relate people by their company, organization, or department.
organization a. From the Type list, select People Organization.
b. In the Search Organization section, select or enter the appropriate details for the organization or
department.
c. Click Search.
d.
Type of Steps to select the contact

contact
d. Select a record from the results table and choose a relationship level.
The relationship level defines which people are related to the CI. For example, you can related a
CI at the company level. Therefore, if you are an employee of that specific company, you are
related to that CI.
Support Note: You must have Asset Admin permissions to create a CI. If you have Asset User permissions, you
group can modify a CI only if it is related to your support group. Your administrator (or any person with Asset
Admin permissions) can relate the CI to your support group.
a. From the Type list, select Support Group.
b. In the Search Support Group section, select or enter the appropriate details for the support group.
c. Click Search.
d. Select a record from the results table.
5. In the Select Role section:

a. Select the role the person, organization, or department performs in relation to the CI.
The various options are:
Approved by — The individual who approved the CI
Created by — The individual who created the CI
Managed by — People who manage the CI
Owned by — The owner of the CI
Supported by — The people who support the CI
Used by— Use this role if you are specifying the Users of the system
b. Click OK.
The related record appears on the People tab on the CI Information form.
Note
The Used By role is used by software license management for compliance.
Modifying an assigned role for people, organizations, or groups related to a CI

2. Click the People tab.
3. Select the record that contains the role you want to modify, and click Modify Role.
4. In the Relate People dialog box, select the new role and click OK.
The role that the person, organization, or department performs in relation to the CI is updated to
the new role you selected.
Managing contracts
This section describes how to create support, warranty, lease, and maintenance contracts that you
can relate to your configuration items. This section also provides an overview of the Contract
Management console.

Software license management is described in Managing software licenses (see page 373).
Creating master contracts (see page 363)

Creating non-software-license contracts (see page 364)
Tracking the contract lifecycle (see page 368)
Adding a payment for a contract (see page 369)
Adding end-of-lease terms (see page 372)
Creating master contracts

A master contract is an overarching contract with a company for which you have additional related
contracts. The related contracts can include software licenses, support contracts, and any other
type of contract.
You can use the Financials tab to manage costs and payments that are directly tied to the master
contract.
Note
Only a user with Contract Admin permission can create contracts. A user with Contract
User permission can modify contracts.
To create a master contract
1. On the Contract Management console, from the Create list, select Master Contract.
The Master Contract form has two main areas. In one area, you specify standard contract
information. In the other area, you specify general information, relating contracts, adding
payment information, and so on.
2. Specify the following information:
ID A unique alphanumeric value
Summary Brief description of the contract
Term Select the applicable term:

Fixed — Contract expires at the expiration date.
Never Ending — Contract never expires. This is also known as an evergreen contract.
Rolling Contract — Contract automatically renews at the expiration date.
Term If you select a term that has an expiration date, select the duration until the expiration date.
Conditions
Status Select the applicable status of the contract:

Draft — The contract has never been executed but is going through the process of being
executed. You can use draft status for contracts that are in negotiation or pending signature.
Executed — The contract that is executed and valid. Executed contracts include active contracts
that have started. An executed contract might have the following status reasons: active, change
pending, on hold, requires attention, under renegotiation.
Historical — The contract is not valid. Historical contracts include contracts that have expired,
been terminated, or been canceled.
Delete — The contract is scheduled for deletion.
Status Optionally, you can select a status reason. The status reason provides additional explanation for the
Reason status. For further information about status and status reason values, see Tracking the contract lifecycle
(see page 368).
Company The company associated with this contract
View Access Select who can view or modify this contract:

Public — Anyone who has "view contract" permissions can view this contract.
Internal — Only people with "view contract" permissions related to the selected company can view
this contract.
People from the support group managing this contract can view and modify this contract.
Supplier The supplier associated with this contract

Name
Cost Center The cost center that owns this contract. This field and the following fields are located on the General tab.
Contract The support company associated with this contract

Managed
By
Company
Organization The support organization associated with this contract
Group The support group associated with this contract
Contact Optionally, you can assign an individual to receive notifications for this contract. If you do not specify a
notification contact, the notification group receives notifications.
Expiration Date that the contract expires. When a contract expires, individuals are notified first, and then groups.
Date
Note: This field is not available for never-ending contracts.
Notification When the contract expires, the notification contact and the owner contact are notified on this date.
Date
3. To add related contracts, perform the following steps in the Master Contract form:
a. Save the master contract.
b. Click the Related Contracts tab.
c. In the Create New Contracts area, select the contract type, and click Create.
d. Complete the contract form, as described in Creating non-software-license contracts
(see page 364) or in Creating a software contract (see page 374).
When you save the related contract, it is automatically related to the master contract.
Creating non-software-license contracts

You can create a stand-alone contract or a contract that is related to a CI.

To create and track your software license contracts, follow the procedures in Managing software
licenses (see page 373).
All contract forms are identical and track the same type of information, except the Lease and
Software License contract forms. For more information about types of contracts, see Contract
Management (see page 145).
Note
For information about additional Lease contract information see Adding end-of-lease
terms (see page 372). For information about Software Licenses contracts, see Software
license management (see page 146).
This procedure uses a Lease contract as an example, but the procedure is similar for other
contract types. You can create a Lease contract from the following locations:
From the Contracts tab on the CI form

From the Contract Management console, by clicking Create
After you create the contract, you can perform the tasks described in the following sections:
Adding contact information (see page 367)

Adding cost information to a contract (see page 367)
Adding additional contract details (see page 420)
Relating the contract to another contract (see page 368)
For a lease contract, you can add end-of-lease terms, as described in Adding end-of-lease terms
(see page 372).
To create a lease contract
1. On the Contract Management console, click Create and select the type of contract that you
are creating, such as Lease.
The Lease Contract form has two main areas. In one area, you specify standard contract
information. In the other area, you specify ownership information, relate child contracts, add
payment information, and so on.
Note
When you are creating a contract, only the Functions menu in the left navigation
section is active and expandable. Create Other Requests is activated only after
you save the contract.

2. Specify the following information:

ID Unique alphanumeric value
Term Duration of contract in months

Status Optionally, you can select a status reason. The status reason provides additional explanation for the
Reason status. For further information about status and status reason values, see Tracking the contract lifecycle
(see page 368).
Company Company associated with this contract

Public — Anyone who can access contracts can view or modify the contract.
Internal — Only people in the support group managing this contract can view or modify the
contract.
Customer ID Optionally, you can enter the customer ID by which the supplier identifies the company
Supplier Supplier associated with this contract

Name
Cost Center Cost center that owns this contract. This field and the following fields are located on the General tab.
Contract Support company associated with this contract

Managed
By
Company
Organization Support organization associated with this contract
Group Notification group associated with this contract
Expiration Date that the contract expires. When a contract expires, individuals are notified first, then groups.
Date
Notification Date the notifications should be sent when the contract is due to expire.
Date
3. Click Save.

Adding contact information

On the top half of the contract form, you can select the supplier. BMC Asset Management adds the
supplier to the supplier contacts table in the Contacts form, which you can access from the
Contract Information form. Use the Contacts dialog box to specify information about the contact
people, how to contact them, and who is authorized to call them.
To see the list of contacts for a contract, click the Profile link below the Supplier Name field. The
Company form is displayed. Select the Contacts tab to view contacts.
For information about setting up contacts (people) in your company, see Adding people information
.
Adding cost information to a contract

You can add cost information to non-software contracts.
On software contracts, you can view cost information. However, you can add and remove cost
information only from the attached license certificates, as described in Recording the purchase cost
for a license (see page 415).
To add cost information to a contract
1. If it is not already open, open the contract.

The Cost Entries table lists currently recorded costs.
3. Below the Cost Entries table, click Add.
4. In the Costs dialog box, specify the following information:
Field Description
Company After you save the cost, the company is set to the company for the contract.
Cost Center Code Select the appropriate cost center.
Cost Category This is set to Contract. Costing reports list costs from multiple sources.
Cost Type To keep a record of the type of cost, select from the following choices:
Purchase Cost
Renewal Cost
Description Optionally, type a note describing the cost.
Related Cost Type the cost and select the currency.
Related Units If this charge is time-based, enter the number of hours or minutes.
Unit Type If this charge is time-based, select either Hours or Minutes. Otherwise, select Flat Rate.
Date Incurred Select the date that the cost is incurred.
5. Click Save.

Adding terms and conditions

You can record terms and conditions for any contract.
To record terms and conditions for a contract

2. In the navigation pane, choose Functions > Terms and Conditions.
3. In the Terms and Conditions dialog box, specify the following information:
Status Terms and conditions can be draft, executed, or historical.
Effective Date Set the effective date to the same date as the contract.
Terms and When you save the terms and conditions, the application sets the ID.
Conditions ID
Summary Enter a summary of the terms and conditions. You can enter additional information in the Notes field
and by adding up to three attachments.
Submitter If you leave this field blank, when you save the terms and conditions, you are set as the submitter.
Submit Date When you save the terms and conditions, the applications sets the Submit Date.
4. Click Save.
Relating the contract to another contract

You can relate any contract to any other contract.
To relate a contract to another contract

2. Click the Related Contracts tab.
3. Specify the contract to which you are relating the current contract.
To relate the contract to a new contract, click Create and complete the new contract
form.
To relate the contract to a contract already in the system, perform the following steps:
4. a. i. Select the contract type, click Search, and search for the contract.
ii. Select the contract.
iii. Select the relationship type, and then click Relate.
Tracking the contract lifecycle

You can use the contract status and status reasons to track the contract throughout its life.
A status can have one of the following status values:

Draft — Before the contract start date, the contract has a draft status. You can reset a
cancelled contract to draft status.
Executed — At the contract start date, the contract status becomes executed.
Historical — When an executed contract expires or is canceled, its status is set to historical.
Delete — Use this status to flag contract records for deletion.
Status reason provides additional information, as listed in the following table:
Contract status reasons
Status Status reason Description of status reason
Draft In negotiation The contract is under negotiation.
Pending Negotiations and review are completed, but the contract is not signed.
Signature
Executed Active This is the default value for executed contracts.
Requires This value is set when there is no activity on the contract for the configured amount of time.
Attention
Under re- When a contract is being renegotiated, a possible change is pending.

negotiation
Change Pending A change on the contract is pending.
On Hold No activity is allowed on this contract until the status reason is changed.
Historical Expired When a contract reaches the expiry date, its status is set to historical, and the status reason is
set to expired.
Terminated Indicates a contract that was terminated at the expiry date.
Cancelled Indicates a contract that was terminated before the expiry date.
Delete Scheduled for The contract record is scheduled for deletion and can be removed.
Deletion
Adding a payment for a contract

Use the Financials tab on the Contract Information form to specify information about payments.
You can specify due dates, date sent, and information about the check. You can also add, remove,
and view payments.
To add a payment for the current contract

2. If you made changes to the contract, save the contract.
4. In the Payments area, click Add.
5. In the Payment Information dialog box, complete the fields, and click Save.
6. On the contract form, click Save.

Relating contracts to CIs

You can link CIs to related contracts. For example, if a warranty agreement applies to a hardware
item, you can relate this agreement to the CI. For software contracts, you must relate the CI to the
license certificate. Software license compliance is tracked at the certificate level.
To relate multiple CIs to a single non-software contract, create the relationships on the Contract
form. To relate a single CI to multiple non-software contracts, create the relationships on the CI
form.
You can relate one or more contracts to a CI. If a contract later changes or expires, you can
remove the contract from the CI.
Relating CIs to a contract (see page 370)

Relating a contract to a CI (see page 371)
Creating a new contract to relate to a CI (see page 371)
Relating CIs to a contract

Use the Relationships tab on the Contract Information form to relate, remove, and view CIs that are
related to the contract. Relationships between contracts and CIs can be 1-to-many and many-to-1.
To relate a CI to a contract
1. Open the contract.

3. From the CI Type lists, select the type of CI that you want to relate to the contract.
Only certain CI types are available, depending on the contract. For example, from a lease
contract you can select a computer system, but not software.
4. Select the CI to which you are relating the current contract.
To create the CI:
a. Select the CI type from the Create New Related Record list and click Create.
b. Complete the new CI form.
To select an existing CI:
a. Select the CI type from Search for Existing Record to Relate and click Search.
b. Enter basic or advanced search criteria on the CI Relationship Search dialog
to search for the CI.
Note
The Basic Keyword search allows you to search based on the CI

name. Use the advanced search to search based on CI Type or other
criteria.
c.
c. Select the CI from the search results, select the relationship type, and then
click Relate.
For definitions of these relationship types, see CI and relationship types (see
page 316).
5. Click Save.
Relating a contract to a CI
To relate multiple contracts to a CI, you can open the CI, and use the Contracts tab to relate
contracts to the CI.
You cannot relate a CI directly to a software contract. Instead, use the License Certificate field to
relate the CI to the software license certificate. The software license certificate is related to the
software contract.
To relate a contract to a CI
1. From the Asset Management console, open a CI.

For information about opening a CI, see Using search (see page 304).
2. Click the Contracts tab.
3. In the Search Existing Contracts area, select a contract type from the Contract Type list, and
click Search.
4. In the Searching for Contracts dialog box, from the Search For list, select the type of
contract you want to relate, and click Search.
5. In the Results list, select one or more contracts to relate to the CI.
If no contracts appear in the list, you can add a contract. See Creating a new contract to
relate to a CI (see page 371).
6. From the Relationship Typelist, select the relationship of this contract to the CI:
Attached to — The contract is related to the CI.
Terms and Conditions of — The contract uses the terms and conditions of the CI
contract.
7. Click Relate.
The contract is related to the CI, and the contract appears in the Current Contracts for this CI
table.
Creating a new contract to relate to a CI

If you do not find the contract when you search for it, you can create it. Create the contract from the
Contracts tab on the CI form.
To create a new contract to relate to a CI

2. Click the Contracts tab.
3. In the Create New Contracts area, select a contract type from the Contract Type list.
4.
4. Click Create.
The appearance of the contract form varies, depending on the type of contract.
5. Complete the required fields on the contract form.
6. Click Save.
7. A message appears stating that the person in the *Notification Contact* field will be notified
when this contract expires.
To notify a group when a contract expires, leave the individual contact field blank.
Otherwise, specify the notification group and the individual under that group to
notify an individual.
8. Click OK.
9. Click Close.
10. The contract record is related to the CI, and the contract appears in the Current Contracts
for this CI table.
Adding end-of-lease terms

On a lease contract, end-of-lease terms specify what happens when the lease term is up. Use the
End of Lease tab on the Lease Contract form to provide this information. End-of-lease options
usually include opportunities to renew the item, and to return, upgrade, purchase, or buy out the
remaining lease.
To add end-of-lease terms
1. Open the lease contract.

2. Click the End of Lease tab, and complete the following fields:
Planned End of Select an end-of-lease term action from the list.

Term Action
Residual Value Specify the residual value of this lease. The residual value is the value you can purchase the
item for after the lease expires.
Lease Rate Factor Specify the expected percentage increase for this lease contract payment.
3. If BMC Change Management is installed, complete the fields in the Change Types area, and
complete the End of Lease and Renew Lease fields.
If you want someone to take action when the lease contract expires, you can specify
that a change request be created when the lease expires. Specify the change request
by relating a change type to the contract. For example, if you select a change type
named End of Life (EOL) Renew Lease, this change can trigger the creation of a
change request. The change request can contain tasks that need to be performed to
renew the lease.

Depending on the end-of-term action you take, different fields appear below the End
of Lease field. If you select Renew, a Renew Lease field appears. If you select Return
, a Return to Lessor field appears. If you want someone to take action when a lease
is renewed or returned, relate change templates from these fields.
4. Click Save.
Managing software licenses

You can use the software license management feature in BMC Asset Management to facilitate,
focus, and follow-through on compliance. This section describes how to use BMC Asset
Management to manage software licenses and their compliance within your organization.
Creating a software contract (see page 374)

Reviewing a software contract (see page 375)
Adding a license certificate to a software contract (see page 375)
Grouping certificates (see page 379)
Manually managing certificate groups (see page 380)
Releasing, viewing, and reserving licenses (see page 381)
Interface to software license and hardware inventory reservation (see page 384)
Relating licenses to users and devices (see page 389)
Adding work information (see page 390)
Managing jobs that automatically attach CIs to license certificates (see page 391)
Reviewing a software license certificate (see page 398)
Relating one license certificate to another license certificate (see page 399)
Adding, modifying or removing product categorization from a license certificate (see page
402)
Configuring software usage (see page 403)
Viewing software usage details (see page 406)
Upgrading licenses (see page 407)
Determining which CIs use a license certificate (see page 413)
Manually managing CIs attached to a license certificate (see page 413)
Manually specifying a license certificate for a software CI (see page 414)
Recording the purchase cost for a license (see page 415)
Porting license types (see page 415)
Adding additional contract details (see page 420)
For additional information about managing software licenses, you can view the following BMC
Communities blog postings:
Getting started in software license management (Part 1) - Contracts and license certificates
Getting started in software license management (Part 2) - Software
Getting started in software license management (Part 3) - License jobs

Creating a software contract

You can track compliance and usage of software license contracts. Unlike most other contracts,
however, you do not relate the software CI directly to the contract. For software contracts, you add
software license certificates to the contract, and relate the software CIs to the certificates.
For software contracts, you maintain the cost information in the attached certificates. You can view
the total cost on the contract.
To create a software license contract
1. On the Contract Management console, click Create, and select Software License.
2. On the Software Contract form, complete all the required fields.
ID A unique alphanumeric value
Term Select the applicable term:

Fixed — Contract expires at the expiration date.
Never Ending — Contract never expires.
Rolling Contract — Contract automatically renews at the expiration date.

Company The company associated with this contract

Note: Click the Profile link to view details of the supplier company.

Public — Anyone who can access contracts can view or modify the contract.
Internal — Only people in the support group managing this contract can view or modify the
contract.
Supplier The supplier associated with this contract

Name
Accounting section on the General tab
Cost Center The cost center that owns this contract. This field and the following fields are located on the General tab.
Contract Managed By section on the General tab
Company The support company associated with this contract
Organization The support organization associated with this contract
Group The notification group associated with this contract
Contact

Optionally, you can assign an individual from the notification group to receive notifications for this
contract.
Dates section on the General tab
Expiration Date the contract expires. When a contract expires, individuals are notified first, and then groups.
Date
Note: Out-of-the-box escalations are set to fire once a day at 5 A.M. so the notifications are sent
accordingly. You can set the escalation to fire at different intervals/times as needed.
Notification When the contract expires, the notification contact and the owner contact are notified on this date.
Date Out-of-the-box escalations are set to fire once a day at 5 A.M. so the notifications are sent
accordingly. You can set the escalation to fire at different intervals/times as needed.
3. Save the contract.

4. Add license certificates, as described in Adding a license certificate to a software contract
(see page 375).
5. Optionally, add details of the Terms and Conditions and Rights Granted for the contract. For
more information, see Adding additional details to the contract.
Reviewing a software contract

The Software Contract form displays the following information:
Contract details, including the status, and the terms and conditions
A list of all license certificates for the contract
The cost rollup from the license certificates
From the Software Contract form, you can perform the following actions:
Update the status of the contract.

Record payment for the contract.
Add license certificates, as described in Adding a license certificate to a software contract
(see page 375).
Add additional details like rights granted and contract terms and conditions as described in
Adding additional contract details (see page 420).
You can perform high-level reviews of all software contracts from the Software Asset Management
console and the Contract Management console. For information about the consoles, see About the
Software Asset Management (SAM) console (see page 299) and About the Contract Management
console (see page 295).
Adding a license certificate to a software contract

A license certificate indicates the right to deploy software in your environment. Because one
contract might have multiple certificates, software compliance is tracked at the software level.
To maintain a history of the purchase, you can link the certificate to a purchase order line item.

When the License Engine runs, it attaches CIs to the certificate, based on the following information
about the license certificate:
Company
Product manufacturer and name
Categorization
Answers to connection questions
To add a license certificate to a software contract
1. On the Contract Management console, select the software license contract, and click View.
2. On the Software License Contract form, click the License Details tab, and click Add.
3. On the License Certificate form, complete all the required fields.
Field Description
name
Company This information comes from the software contract.
Software
Contract
ID
Certificate The certificate ID identifies the license certificate in listings and reports. It does not have to be unique.
ID
Summary This field provides additional space to describe the certificate.
Status When you create a license certificate, the status is set to Draft.
Status A status reason is not required for an executed license certificate.

Reason
For an historical license certificate, the status reason indicates whether it expired, and whether this
expiration is a result of the contract expiration.
Note: When a contract expires, all the certificates under it expire.
License Select from Client, Server, or Mainframe. The selection you make here is used for informational purposes
Category only.
Type
License Select the appropriate license type. The license type determines the connection questions and the
Type compliance questions. BMC Asset Management comes with the following license types:
Enterprise — A company-wide site license for the product
Per copy — This license type counts the number of licenses deployed based on the number of users
of the product. If the same user has the product installed on two computers, such as a desktop and a
laptop, one license is consumed. A user of a product is identified by a BMC_Person record related to
the computer system on which the product is installed. If no users are related to the computer
system on which the product is installed, the product consumes one license. For example, Customer
A has two computers, a desktop and a laptop, and has one Microsoft Office license. In this instance,
one license is consumed.
Per copy per device — This license type counts the number of licenses consumed based on the
number of computer systems on which the product is installed. To be in compliance, the number of
licenses must be equal to or less than the number of licenses purchased, and the number of copies
per device must not exceed the number indicated on the license certificate. For example, if a license
certificate for Product X indicates that it is licensed for two copies per device, but three copies are

Field Description
name
discovered on a single computer, then the license is out of compliance. For example, Customer B
has two computers, a desktop and a laptop, and has one Microsoft Office license. In this instance,
two licenses are consumed.
Per instance — Each instance of the software requires a separate license.
Site — The product is licensed for an entire site within the company. It can be restricted to a region,
site group, or site. The site is determined by the site of the computer system on which the product is
installed.
Per Server — This license supports doing a count of the unique number of servers with the specified
manufacturer and model, that a particular software title is installed on, and compare that with the
total number of servers with the specified manufacturer and model that a certificate allows from a
compliance standpoint.
Per CPU Sum Based — This license model is based on the sum of all unique CPUs associated with
products that are associated with the certificate.
Per CPU Multiplier Based — This license model is computed based on a multiplier factor for each
consumed.
Per CPU Constant Based — This license model is computed based on a constant value for each
consumed.
Per Core Sum Based — This license model is based on the sum of cores on the unique hardware
the software is installed on. These server instances can be either physical or virtual systems.
Per Core Multiplier Based — This license model is computed based on a multiplier factor for each
processor type which is then multiplied with the number of cores found. This value is then summed
to determine the total number of cores in use.
Per Core Constant Based — This license model is computed based on a constant value for each
processor which is then multiplied with the number of cores found. This value is then summed to
determine the total number of cores in use.
Note: BMC Configuration Automation for Clients Configuration Discovery Integration for CMDB
(BMC Configuration Automation CDI) does not populate the Site attribute (field) for CIs. You can
perform bulk updates of location information (including the Site field) for CIs. For more information
see, Performing bulk updates (see page 470).
If your administrator created other license types, select the appropriate license type.
Cost This information comes from the software contract, but can be changed.
Center
Effective Specify the date that the license becomes effective.

Date
Expiration Specify the date that the license expires.

Date
If the license does not expire, leave this field blank.
4. To link the certificate to a purchase, perform the following steps:

a. In the Purchase Line Item area, click Search Line Item.
b. In the Search Purchase Line Items dialog box, search for the purchase line item.
c. Select the appropriate line item, and click Relate.
5. Click Next.
6. Select the software from the product dictionary.
You must select the manufacturer. Optionally, you can select the product name, the version,
or the categorization.

6.
Note
Software license management uses the market version of the software product for
licensing. This helps in the maintenance of certificates, so that you do not need to
relate each of the minor versions to the certificate, instead just relate the market
version for the product. For example, Adobe Acrobat Professional gets discovered
with various minor versions in BMC Atrium Configuration Management Database
(CMDB) such as 6.1.1, 6.1.2, and 6.1.3 depending on the patch level. The market
version attribute allows you to refer to these three versions by a single version in
BMC Atrium CMDB. For more information about setting the market version for
Product Catalog entries, see Adding product models and versions. To configure
rules for normalizing the market version on CIs, see Configuring Version Rollup
normalization rules (see page 375).
If the same type of certificate exists, you are asked whether to group the certificates. You
are prompted to group only certificates that have the same product categorization.
Recommendation
If you do not need to track license certificates separately, group them. If you must
track license certificates separately, however, do not group them. For example, if
each department pays separately for their own Microsoft Visio licenses, do not
group them. For information about certificate groups, see About certificate groups
(see page 148).
7. If you are prompted to group the certificate, perform the following steps to add it to a group:
a. Click Manage Grouping.
b. Search for and select the master certificate.
If there is no appropriate master certificate, you can create a master certificate.
c. Click Add to Group.
d. After you finish grouping certificates, click Next.
8. Provide connection details and compliance details:
Detail type Description
Connection To determine which CIs use the license certificate, the License Engine uses the information that you
details provide about connection details. These details provide information about how to connect the license
certificate to the appropriate CI.
Compliance To determine compliance, the License Engine uses the information that you provide about compliance
details details. For example, a Per Instance license certificate asks you how many licenses were purchased and
displays how many licenses were deployed.

Note
For some license types, a dialog box prompts you for connection details and
compliance details. Use the Save button to save the details and continue.
9. On the certificate, click Save.
Grouping certificates
Certificate groups consolidate the tracking of license certificates. A master certificate is grouped
with individual child license certificates. The CIs are attached to the master certificates. License
allocation numbers are attached to the child license certificates.
For example, under the same software contract, you might buy 200 licenses for Microsoft Word.
Later, you might buy 100 more licenses. In this example, it does not matter which CI is attached to
a specific license certificate. For compliance, it only matters that you do not exceed 300 Microsoft
Word instances for the contract.
By grouping license certificates, you gain flexibility in how the license certificates are applied. The
number of deployed licenses are computed at the product categorization level and rolled up to
reflect the total number of deployed licenses at the certificate level. This is useful when there are
multiple product categorizations on a certificate, for example, in case of an upgrade and or
downgrade scenario. This computation gives you visibility into the number of deployments per
product that each certificate or a group of certificates is supporting.
The number of deployed licenses in the case of grouped certificates is computed at the master
level. However, once the number of deployed licenses at the master level is computed, the
licenses from the children certificates in the group are used based on the sequencing defined for
the children certificates. When the licenses in the first certificate are fully used, the licenses are
used from the next certificate in the group, based on the sequence. As a result, only the last
certificate can be out of compliance.
The sequencing of children certificates is taken into account while distributing the number of
deployed licenses from the master to the children. The distribution function also takes the product
categorizations of the certificates into account, when distributing deployed licenses to the children
certificates. This means the certificate that is last in the sequence for a product will be marked out
of compliance if the number of deployments exceeds the number of purchased for that product and
or certificate.
Tip
If you have multiple contracts with different costs for being out of compliance, make sure
that the most expensive certificate is allocated first, because only the last certificate can
become out of compliance.

Certificate groups help you avoid unnecessary warnings. Consider the preceding Microsoft Word
license example. If you do not group the license certificates, you might receive a warning when 190
CIs are attached to the first license certificate. Although you have another license certificate that is
valid for 100 instances, the first certificate would be approaching the maximum usage. If, however,
you group the certificates, for compliance checks, it is equivalent to having one certificate for 300
instances. You receive a warning only when the last certificate in the sequence approaches being
completely allocated.
When a certificate expires, the License Engine checks for compliance. If you have enough licenses
remaining in the group, you do not receive a warning. If a license certificate is not part of a group,
when it expires, all the related CIs are out of compliance.
Note
When you group license certificates, the connection details from the master license
certificate apply. For example, if you group two site licenses, the site specified on the
license certificate that you choose as the master certificate is used by the license engine
when connecting CIs to the certificate. If you group license certificates for two different
sites, such as New York and Boston, this can have unintended results.
Recommendation
Do not group site licenses if they are for different sites.
Note
If you group license certificates that calculate the cost per asset, but the certificates have
different costs per asset, you must update the cost on the master certificate.
Manually managing certificate groups

You can manually add or remove a certificate from a certificate group.
When you remove a certificate from a group, the CIs remain attached to the master certificate;
when you run a license job, CIs might be attached to the un-grouped certificate. If the group
contained two certificates only, when you remove a certificate from the group, the master certificate
is removed, because you cannot have a group of only one certificate.

To remove a certificate from a group
1. From the Software Asset Management console, open the certificate.

2. In the navigation pane, choose Functions > Unrelate From Group.
A message prompts you to confirm that you want to unrelate the certificate from the group.
3. To unrelate the certificate from the group, click Yes.
To manually add a certificate to a certificate group
1. From the Software Asset Management console, open the certificate.

2. In the navigation pane, choose Functions > Manage Grouping.
The Group Certificates dialog box displays certificate groups and ungrouped certificates that
can be grouped with the open certificate.
3. Select the appropriate certificate or certificate group, and click Select Certificate, and then
click Close.
Releasing, viewing, and reserving licenses

The following BMC license types support releasing and reserving licenses:
Per Instance
Per Copy
Site
Enterprise
Per Server
This topic describes how an asset manager can view and manage license reservations. It also
describes how to manually reserve software.
To release reserved licenses
1. On the Software Asset Management (SAM) console, open a certificate from the Certificates
table.
2. On the License Certificate Information screen choose Functions > Reservation Details.
The Manage Reservation dialog box shows the current license reservations for the selected
license certificate. By default, all licenses with a Reserved status are displayed.

3. From the Status of Reservation list, choose to view Released, Pending, or Cancelled
licenses.
4. In the Release Quantity column, enter the number of licenses that you want to release.
5. Click Release.
A message appears indicating that the number of licenses you have selected will be
released from this reservation request.
6. Click OK.
The Number Reserved column in the table is updated to reflect the number of licenses
released.
Note
If you do not have permissions to release licenses, the Release button is not
unavailable.
7. Click Close to return to the License Certificate Information screen.

8. On the License Certificate Information screen, click Save.
The Number reserved field is updated to show the number of licenses you released.
To view reserved licenses
table.
2. On the License Certificate Information screen is displayed, choose Functions > Reservation
Details.
The Manage Reservation dialog box shows the current reserved licenses for the selected
3.
3. Select a license and click View.

The license Certificate Information screen displays details about the license.
If the request to reserve this license originated from an Incident Service Desk request, the
Incident Request Information screen is displayed. BMC Asset Management supports
Service Requests, Incidents, Infrastructure Changes, and Work Orders for reserving
licenses.
To reserve licenses
table.
2. On the License Certificate Information screen, choose Functions > Reservation Details.
The Manage Reservation dialog box shows current reserved licenses for the selected
3. Click the Reserve bar.
If the Group Status of the certificate is No Group, a table lists only the certificates.
If the Group Status of the certificate is Master Certificate, therefore grouped, the table
displays the Master Certificate on the top and the child certificates below. You can
view the number of licenses purchased, deployed, and reserved. You can also view
the products that each license certificate has been purchased for.

4. From the Number of Licenses field, select the the licenses, and click Reserve.
A message indicates the number of licenses you have selected will be reserved from this
reservation request.
5. Click OK.
The Reserved column in the table is updated to reflect the number of licenses reserved.
7. On the License Certificate Information screen, click Save.
The Number reserved field is updated with the number of licenses you have reserved.
Interface to software license and hardware inventory

reservation
BMC Asset Management provides the following interface forms that enable you to manage
software license and hardware inventory reservations:
AST:Reservation_Interface
AST:Reservation_Hardware_Interface
This topic provides information about specific functions, input, and output parameters for these
forms.
Software license reservation/release request from BMC Service Request

Management
This feature enables you to release or reserve licenses by using information from Software license
management. The main functions are:
Get license information (see page 385)

Reserve licenses (see page 385)
Release licenses (see page 386)

Get license information

The Get license information function is called when you are in the process of submitting a new
software license request. This function returns the current usage information of the selected
License Certificates to the requesting application (in this case BMC Service Request
Management).
To call the Get license information function, BMC Service Request Management must create a
service call. The input and output parameters for this call are in the following table:
Input and output parameters for the Get license information function
Input parameters Output parameters
Company Total Number of Licenses Purchased for a certificate
Manufacturer Total Number of licenses deployed
Product name Total Number of licenses reserved
Market version Return code
Prod Cat1 Total Number of licenses available (Purchased - (deployed + Reserved))
Prod Cat2 License Available Flag
Prod Cat3
Z1d Action = "GET_SOFTWARE_LICENSE_ID"
Number to be Reserved
Reservation Type
Reserve licenses
The Reserve licenses function reserves the requested number of licenses for you from the
application request. The function also updates the selected Software License usage counts in the
AST:License Certificates forms.
To call the Reserve licenses function, BMC Service Request Management must create a service
call. The input and output parameters for this call are in the following table:
Input and output parameters for the Reserve licenses function
Company Total Number of Licenses Purchased for a certificate
Manufacturer Total Number of licenses deployed
Product name Total Number of licenses reserved
Prod Cat1 Total Number of licenses available (Purchased - (deployed + Reserved))

Prod Cat2 Number of licenses reserved in this request
Prod Cat3 License Certificate ID
Z1d Action = "RESERVE_SOFTWARE_LICENSE"
Request ID
App Keyword
Number to be reserved
Reservation Type
Release licenses
The Release licenses function releases the requested number of licenses from the application
request or from the Manage Reservation Details dialog box. The function also updates the selected
Software License usage counts in the AST:License Certificates forms.
To call the Release licenses function, BMC Service Request Management must create a service
Input and output parameters for the Release licenses function
Action Total Number of Licenses Purchased for a certificate
Request ID Total Number of licenses deployed
App Keyword Total Number of licenses reserved
Number to be released Return code
License Certificate ID Total Number of licenses available (Purchased - (deployed + Reserved))
Reservation Type
Reservation By
Z1d Action = "RELEASE_SOFTWARE_LICENSE"
Number of licenses to be released
Hardware inventory reservation/release request from BMC Service Request

Management
This feature enables applications to release or reserve CIs by using information from Asset
Management (AST:Base Element). The main functions are:
Get CI information (see page 387)

Reserve CI (see page 387)
Release CI (see page 388)

Get CI information
The Get CI information function is called when you are in the process of submitting a new
hardware request. The function returns the selected CI types' current usage information to the
requesting application (in this case BMC Service Request Management).
To call the Get CI information function, BMC Service Request Management must create a service
Input and output parameters for the Get CI information function
Company Total Number of CIs reserved
CI Type Total Number of CIs available
Product name CI ID
Prod Cat1
Prod Cat2
Prod Cat3
Action = "GET_HARDWARE_ID"
BMC Class ID
Reserve CI
The Reserve CI function reserves the requested number of CIs for a user from the application
request.The function updates the selected CI type status in the AST:BaseElement form.
To call the Reserve CI function, BMC Service Request Management must create a service call.
The input and output parameters for this call are in the following table:
Input and output parameters for the Reserve CI function
Product name CI ID
Prod Cat1
Prod Cat2
Prod Cat3
Action = "RESERVE_HARDWARE_LICENSE"

BMC Class ID
Request ID
App Keyword
Reserved by
Number to Reserved
Release CI
The Release CI function releases the requested number of CIs from the application request or from
the Manage Reservation Details dialog box. This function updates the selected CI status in the
AST:Base Element form.
To call the Release CI function, BMC Service Request Management must create a service call.
The input and output parameters for this call are in the following table:
Input and output parameters for the Release CI function
Product name CI ID
Prod Cat1
Prod Cat2
Prod Cat3
Action = "RESERVE_HARDWARE_LICENSE"
BMC Class ID
Request ID
App Keyword
Reserved by
Number to Reserved
For more information about software license and hardware inventory reservation, see Releasing,
viewing, and reserving licenses (see page 381) and Releasing, viewing, and reserving hardware
inventory (see page 336).
Related topics
Software License Reservation and Release Request from BMC Service Request
Management (see page 557)

Hardware Inventory Reservation and Release from BMC Service Request Management
(see page 553)
Relating licenses to users and devices

Your organization might want to assign licenses for use by certain users or on certain hosts. You
use the entitlement capability to specify users who are entitled to use licenses and devices that are
assigned to those licenses.
Based on the usage information, you can track users who are not using the licenses that are
assigned to them. To save costs, you can reassign unused licenses to other users instead of
purchasing new licenses.
Note
When multiple certificates are grouped together, the master certificate will display the
rolled-up entitlement information for all users or devices for those certificates. When you
delete a master certificate the user or device relationship will be defaulted to first
matching child certificate. Once a Master Certificate has been created, all user and
device entitlements will be made against the master certificate only. For more information
about grouping certificates, see Manually managing certificate groups (see page 380).
Relating licenses to users and devices

To relate licenses to users or devices
1. On the Software Asset Management (SAM) console, select a certificate from the Certificates
table and the click View Certificate.
2. On the License Certificate Information screen, click the Entitlement tab.
3. From the Show list, select whether to display Users or Devices in the Current Entitlements
table.
The Current Entitlements table displays relationship types and descriptions for entitlements.
To see details about a particular entitlement, select the entitlement in the table, and click
View. To delete an entitlement, select the entitlement in the table, and click Remove.
4. To relate a license to a user, perform the following steps:
a. Select the User option, and then click Search.
b. On the People Search form, select the user to whom you want to relate the license
certificate, and then click Select.
On the Entitlement tab, the user that you selected is displayed in the Current
Entitlements table.
5. To relate a license to a device, perform the following steps:
a. Select the Device option.
b. In the Type list, select a device and then click Search.
c. On the Select CI form, select the device to which you want to relate the certificate,
and then click Select.
On the Entitlement tab, the device you selected is displayed in the Current
Entitlements table.
Adding work information

You use the Work Info tab on the License Certificate Information form to add information about
tasks performed on the current certificate. For example, you might want to add work information
about the following topics:
General Information — Notes about the record. For example, you might want to add a note
that a particular license has been upgraded, and include the date.
Asset Task — Notes about the asset task you are working on
Implementation Plan — Notes about a plan to implement a global change throughout your
organization
You can find more options in the Work Info Type list on the Work Info tab.
To add work information
1. On the Software Asset Management (SAM) console, select a certificate.

2. Click View Certificate.
3. Click the Work Info tab.

Work Info Type Select the type of work information that you want to add.
Date Select the date for the work information that you want to add.
Source Select the source of this information. For example, you can indicate whether the information was
received through an email message, was a system assignment, or was a request received over the
web.
Summary Specify the details of your work information record.

Notes
Attachments To add an attachment, perform the following steps:

a. Right-click in the attachment table, and choose Add.
b. In the Add Attachment dialog box, select a file, and then click Open.
Locked To lock the log, select Yes.
Warning: If you select Yes, you cannot modify the work log after you save it.
View Access Select the type of view access.

Internal — Only users within your organization can see the entry.
External — Everyone with access to the system can see the entry.
5. Click View to see the work information that you have created and to update the Work Info
History table, if necessary.
6. To add the information to the Work Info History table, click Save.
Managing jobs that automatically attach CIs to license

certificates
The License Engine automatically connects CIs to license certificates, based on company, product
information, and answers to connection questions. It also calculates compliance based on answers
to compliance questions.
You can schedule the License Engine to run immediately, at a specific time, or after reconciliation.
Note
The License Engine runs only jobs that you create and schedule.
You can manage these jobs from the Manage License Jobs console. From this console, you can
also see the results of license job executions.
About the Manage License Jobs console (see page 392)

Creating a job (see page 393)
Running a job immediately (see page 396)

Scheduling a time-based license job (see page 396)

Viewing the results of a license job (see page 397)
Scheduling a reconciliation-based license job (see page 397)
Viewing the details of a license job (see page 397)
About the Manage License Jobs console

From the Manage License Jobs console you can manage license jobs and view the results of
license job executions. The top half of the console lists license jobs.
From the Manage License Jobs console, which is illustrated in the figure below, you can manage
license jobs and view the results of license job executions. The top half of the console lists license
jobs.
Manage License Jobs console
Depending on your selection for the Show Related option, the bottom half of the console shows
one of the following sections:

Schedule — Lists the schedules for the selected license job. You can create new schedules,
view (and modify) details of schedules, and delete schedules. Schedules can be time-based
or reconciliation-based. To manage time-based schedules, click the Time Based Schedules
title. To manage the reconciliation-based schedules, click the Reconciliation Based
Schedules table title.
History— Displays the history of the selected license job. The history displays the following
information about the license job:
The number of certificates connected to CIs.
The number of certificates with multiple certificates.
The number of software CIs that are not related to certificates.
The number of certificates out of compliance.
To view details for the license job run, select the job and click View Details.
Running Jobs — If the select job is running, displays the status.
Creating a job
You can create a job to check license compliance, or to connect CIs to licenses and then check
compliance. After you create the job, you can either run it immediately or schedule it to run at a
later time.
To create a job
1. In the navigation pane of the Software Asset Management (SAM) console, choose
Functions > Manage License Jobs.
2. In the Manage License Jobs console below the list of license jobs, click Create.
3. In the Create License Job dialog box, specify the following information:
Field Description
Company This job applies to licenses for the company that you select.
Job Enter a descriptive name to identify this job.

Name
Job Select whether the job is active or inactive.

Status
Job Type To check for CIs to connect to the license and then check compliance, select COMPLIANCE OR ALL. To
check compliance without connecting CIs, select COMPLIANCE.
4. To restrict the certificates being checked, specify the job criteria.

Field Description
License Type You can run jobs for a specific license type, such as Per Instance.
Product You can specify the product manufacturer, product name, product market version, or product
catalog fields categorization.
Note: If you specify market version in the job, but the certificate does not indicate market version, no
license certificates are checked.
DataSet Name This field is auto populated with the name of the production dataset.

5. To specify the licenses and CIs being checked, specify the following information:
Field Description
Advanced You can build any certificate criteria with the advanced qualification builder. For more information, see
Certificate Using the advanced qualification builder (see page 394).
Criteria
Advanced The license certificate contains connection questions that determine applicable CIs for the license.
CI Criteria However, you can specify Advanced CI Criteria to restrict the scope of CIs that are checked. For more
information, see Using the advanced qualification builder (see page 394).
Note: Limiting the scope of CIs that are checked improves performance when running the license job.
6. To restrict the products being checked, specify the Advanced Product Criteria.
You can build any product criteria by using the advanced product qualification builder. For
more information, see Using the advanced product qualification builder (see page 395).
7. Click Save.
Using the advanced qualification builder
The advanced qualification builder enables you to construct queries to find license certificates or
CIs.
To build criteria
1. On the Create License Job (see page 393) dialog box, click Advanced Certificate
Qualification or Advanced CI Qualification.
The Advanced Qualification Builder dialog box is displayed, as shown in the following figure:
2. In the Advanced Qualification Builder dialog box, define criteria by using the fields and a
combination of valid operators, wildcards, and keywords.
Note

During query building, the Fields list displays the label names of a field, which
enables you to identify the fields that you want to use. However, the query must
use the database name of the field for correct results. So, even though you select
a label name, the system displays the database name of the field in the
Qualification area.
The criteria that you define are displayed in the Qualification area.
3. Click Select.
The Create License Job dialog box is displayed. The qualification that you built is displayed
in the Advanced Certificate Criteria or the Advanced CI Criteria field.
Related topic
Using the advanced product qualification builder
The advanced qualification builder enables you to construct queries to find products.
To build advanced product qualifications
1. On the Create License Job (see page 393) dialog box, click Advanced Product Qualification.
The Advanced Product Qualification Builder dialog box is displayed, as shown in the
following figure:
2. In the Advanced Product Qualification Builder dialog box, perform the following steps:
a. From the Manufacturer list, select an entry.
The table becomes populated with all related products for the selected manufacturer.
b.
2.
b. Select the product for which to build a qualification.

You can select multiple rows, or you can select all the rows by clicking Select All.
3. Click Build.
The products that you selected are displayed in the Qualification area.
4. Click Select.
The Create License Job screen is displayed. The product qualification that you built is
displayed in Advanced Product Criteria.
Related topic
Running a job immediately

After you create a job, you can run it immediately. For example, to check compliance in preparation
for an audit, create a compliance job, as described in Creating a job (see page 393), and then run
it.
To run a job immediately
2. Select the job and click Run.
The job runs immediately. You can view the results in the History, as described in Viewing
the results of a license job (see page 397).
Note
If you run two license jobs at the same time, performance is degraded because the two
jobs are run sequentially.
Scheduling a time-based license job

After you create a job, you can schedule it to run on a recurring basis.
To schedule a time-based license job
1. In the navigation pane of the Software Asset Management console, choose Functions >
Manage License Jobs.
2. Select the job and, in the bottom half of the console, click Create.
3. In the Job Schedule Information dialog box, select each day that the job should run, such as
Sunday and Wednesday.
4. Select the schedule time.
5. Click Save.

Viewing the results of a license job

History displays the results of a license job.
To view the history of a license job
2. Select the license job.
3. For Show Related, select History.
The Run Summary table lists the summary of the license certificates for the CIs.
Status Description
CIs connected to CIs successfully connected to certificates during the compliance job
certificates
CIs with multiple CIs that are connected to multiple certificates. A master certificate should be considered for
certificates these CIs.
CIs without a Software product CIs that could not be allocated certificates
certificate
Certificates out of Related certificates that are out of compliance as a result of the detected CIs that could not be
compliance allocated to certificates
Scheduling a reconciliation-based license job

After you create a job, you can schedule it to run after reconciliation. Reconciliation-based jobs
only check CIs that were modified after the last time the job was run.
To schedule a reconciliation-based license job
1. In the navigation pane of the Software Asset Management console, choose Functions >
Manage License Jobs.
2. Select the job and, in the bottom half of the console, click Reconciliation Based Schedules.
3. Select the applicable reconciliation job, and click Relate.
Viewing the details of a license job

The Processor Information dialog box provides details about the CIs and their processors and the
Application Administration console displays details of the license type rule.
The Job Run Details form that provides a single screen that provides most of the information
related to the job. After you create a license job and run it, the Job Run Details form provides
details of:
the certificate
connected CIs and their processor information
license type rules that will be run and
entitlements for the license job.

To view the details of a running license job
1. From the Applications menu, choose Asset Management > SAM Console.
2. From the Functions menu, choose Job Run Details.
3. In the Certificate Search Criteria section, enter the information that is required to search for
certificates.
4. Click Show Certificates.
5. Select a certificate from the search results.
The Job Run Details page displays the following sections:
Section Details
name
Certificate Provides a list of the certificates based on the search criteria entered. Click the appropriate option to view
Details related details:
View Compliance Details — to view the compliance information for the certificate.
View Connection Details — to view the connection information for the certificate.
Show Related Products — to view a list of the products associated with the selected certificate.
CIs Based on the certificate selected from the Certificate Details list, displays a list of CIs connected to the
Connected certificate.
and When you click Show Processor Details, it displays the details of the processor related to the CI, if
Processor applicable. Processor details are displayed only for Per CPU Constant Based, Per CPU Multiplier Based,
Details Per Core Constant Based, and Per Core Multiplier Based license types.
If the connected CI is a virtual CI (that is, the Virtual flag on AST:ComputerSystem = Yes), the process
information of the parent system is also displayed.
Rule Details Displays the compliance and connection rules defined for the license type of the selected certificate.
Compliance Rule Details tab — lists the compliance actions
Connection Rule Details tab — displays details of the compliance questions and their mapping
Entitlements Displays relationship types and descriptions for entitlements defined for the selected certificate.
For more details on license entitlements, see Relating licenses to users and devices (see page 389).
Reviewing a software license certificate

The License Certificate form displays the following information:
License certificate details, including the license type, status, company, and manufacturers
Accounting and purchasing information about the license
A list of all product names, versions, and categorization that apply to the license certificate
A list of all software CIs attached to the license certificate
A list of certificates grouped with the current license certificate
From the License Certificate form, you can perform the following actions:
Actions that you can perform on a license certificate
Action Description
View information From the Functions menu in the navigation pane, you can view the following information:
not displayed on
the certificate form. Audit trail

Action Description
Connection details — Information that you provided when adding the license certificate
Compliance Details — Information that you provided when adding the license certificate, and
information resulting from a license job run, such as the number of licenses deployed.
Note: The number of purchased and the number of deployed licenses are also displayed in the
License Certificate Information form.
License models provided by BMC are set up to compute the number of deployed licenses per
product, the number deployed per product can also be viewed in the Related Product
Categorizations table on the General tab of the License Certificate Information form.
Manage grouping. Manage certificate groups, as described in Manually managing certificate groups (see page 380).
Relate the license When you renew or upgrade a software license, you can relate the new and old license certificates to each
certificate to other, to help maintain traceability, as described in Relating one license certificate to another license
another license certificate (see page 399)
certificate.
Add or remove When you upgrade a software license, you can add the product categorization for the new version to the
product license certificate, as described in Adding, modifying or removing product categorization from a license
categorization from certificate (see page 402). You can remove product categorization for versions that are no longer
the license applicable.
certificate.
Modify the For master certificates and ungrouped certificates, you can modify any information about the license
certificate. certificate, except for the software contract ID, license type, and company. You cannot modify grouped
certificates, because the details on the master certificate apply to all the grouped certificates.
Note: If you modify the connection details or the compliance details, you have the option to remove all
software CIs from the certificate. To connect the appropriate CIs, you must run a license job, as described
in Manually managing CIs attached to a license certificate (see page 413).
You can perform high-level reviews of all software license certificates from the Software Asset
Management (SAM) console. For information about the console, see About the Software Asset
Management (SAM) console (see page 299).
Relating one license certificate to another license certificate

When you renew or upgrade a software license, you can relate the new and old license certificates
to each other, to help maintain traceability.
For upgrades, both certificates might be executed. Software CIs for the old version are connected
to the old certificate, and software CIs for the new version are connected to the new certificate.
For renewals, the old certificate is typically historical. Only the new certificate is executed.
You can relate certificates for other reasons, if appropriate.
Note

Relating license certificates is not the same as grouping license certificates. For
information about grouping license certificates, see Manually managing certificate groups
(see page 380).
To relate one license certificate to another
1. Open the Software Asset Management (SAM) console.

2. Select the license certificate, and click View.
3. On the License Certificate Information form, click the Related Certificates tab.
4. In the Relationship Type list, select Renew, Upgrade, or Relate.

If you select Upgrade, skip to step 7 or step 8.
5. If you selected Relate or Renew to create a new certificate to relate or renew to the current
license certificate, click Create.
Information from the current license certificate is copied to the Create License Certificate
wizard. For information about creating a license certificate, see Adding a license certificate
to a software contract (see page 375).
6. If you selected Renew or Relate in step 4 to renew or relate the license certificate to an
existing license certificate, complete the following steps:
a. Click Search.
b. In the Searching for Certificates dialog box, specify the search criteria and click
Search.
c. Select the appropriate license certificate.
d. Select whether the relationship indicates an upgrade, a renewal, or that the two
certificates are otherwise related, and click Relate.
7. If you selected Upgrade in step 4 and then clicked Create to upgrade the existing license,
the Upgrade License Certificate wizard is displayed.

7.
a. On the Product to upgrade page, enter information regarding the product version you
want to upgrade to. Complete all necessary fields, and then click Next.
b. On the Upgrade information page, complete all necessary fields.
The Software Contract ID defaults to the original certificate software contract
ID. However, you can select a different Software Contract ID if you bought a
new licenses under a different software contract or vendor.
The Supplier Company is populated based on the supplier of the software
contract. You can select a different supplier company.
When entering the Number Purchased, note that you can only enter a
maximum of the licenses shown in the Number Upgradable field. The number
upgradable is based on the maximum number of original licenses that you had
selected to upgrade.
Note
You are entering only upgrade information in this page. However,

other fields on the new upgraded certificate are populated based on
the original certificate that is being upgraded.
c. After you have entered all relevant information on this page, click Next.
The Summary page is displayed, prompting you to either save the certificate or go
back and review your information.
d. Click Save.
A dialog box appears, displaying the upgraded certificate number.
e.
e. Click OK.
The wizard closes and the newly upgraded license certificate is displayed on the
Related Certificates tab. Observe that the number on the original certificate is
reduced by the number that you have upgraded. The new upgrade certificate is now
a part of the Master Certificate group. The new certificate will handle the old version
and the new upgraded version.
8. If you selected Upgrade in step 4, and then selected Search to search for an existing license
certificate, the Upgrade License Certificate wizard is displayed.
a. On the Product to upgrade page, enter information regarding the product version you
want to upgrade to. Complete all necessary fields, and then click Next.
The Select Upgrade Certificate to Relate area on the Upgrade information page
displays certificates which are already in the system. These certificates can be used
to upgrade original certificates to the new version.
If you are upgrading a certificate that is not a part of any group, you must enter the
Master Certificate ID that will get created. Then the original and the new certificate ID
become a part of the Master Certificate created with the ID that you specified.
b. Select an existing certificate, and then click Next.
c. Click Save.
The Summary page is displayed, prompting you to either save the certificate or go
back and review your information.
A dialog box appears, displaying the upgraded certificate number.
d. Click OK.
The wizard closes and the newly upgraded license certificate is displayed on the
Related Certificates tab. Observe that the number on the original certificate gets
reduced by the number that you have upgraded. The new upgrade certificate is now
a part of the Master Certificate group. The new certificate handles the old version and
the new upgraded version.
Adding, modifying or removing product categorization from a

license certificate
When you upgrade a software license, you add product categorization for the new version to the
license certificate. You might also add product categorization if multiple products are covered by
the same software license.
For example, when Calbro Services upgrades a site license for Microsoft Office 2003 to Microsoft
Office 2007, Allen Allbrook (the Software Asset Manager) adds the categorization for Microsoft
Office 2007 to the existing license certificate. After Joe Unser upgrades his version of Microsoft
Office to Microsoft Office 2007, BMC Configuration Automation for Clients discovers that Microsoft
Office 2003 is no longer present on his system, and Microsoft Office 2007 is now present. When
the License Engine runs, it relates the license certificate to the new CI for Microsoft Office 2007.
You can remove product categorizations that are no longer applicable.

To add, modify or remove a product categorization to a certificate
1. Open the Software Asset Management (SAM) Console.

2. Select the license certificate, and click View.
3. On the License Certificate form, in the Related Product Categorizations area, click Add.
4. In the Certificate Product Association dialog box, select the appropriate product
categorization, and click Add.
5. To modify a product categorization, select it from the list, modify the values, and click Modify
.
6. To remove a product categorization, select it from the list, and click Remove.
7. To save the product categorization changes, click Save.
Configuring software usage

Software usage functionally in BMC Asset Management is intended for Asset Managers to get
visibility into usage information for harvesting. You can query the usage data for products that are
possibly tied to a certificate or multiple certificates that might be coming out of compliance or
approaching breach of compliance. The usage information can also be generically checked based
on any given product in the product catalog that requires a contract (for example, Product Name =
Adobe Acrobat). This produces a results list of CIs with any usage information. The purpose is to
get the usage information so that the IT asset managers understand what software instances are
barely used or not used at all, so that harvesting decisions can be made.
Configuring your system to work with any third-party software usage provider
To access third-party-provided usage information from the SAM console, configure the system as
follows:
1. Create a view in the local discovery database with the appropriate columns, as described in
Creating the view for software usage information (see page 404).
2. Create the federated class with the correct field ID, as described in Creating the federated
class with the correct field IDs (see page 404).
3. Add the nameSpace_Integration_ID attribute to BMC_BaseElement and data sync it.
4. Update pluginsvr_config.xml under the BMC Atrium CMDB path and ar.conf to include the
federated plugin for the discovery source, as described in Registering the plugin in
plugin_config.xml (see page ) and Registering the plugin in ar.cfg (see page ).
5. In BMC Asset Management, configure the AST:ConfigUsageProvider form properly, as
described in Configuring the AST:ConfigUsageProvider form (see page 405).
After these steps have been completed, you can access the software usage (see page 406)
feature from BMC Asset Management. The software usage feature works with any discovery
source, provided all the setup is performed as described.

Creating the view for software usage information

Create the following view for software usage information:
nameSpace_Integration_ID
nameSpace_Integration_ID
Product_Name
Creating the federated class with the correct field IDs

The discovery source, such as BMC BladeLogic Configuration Automation, must federate the
software usage information into BMC Atrium CMDB. The federated class that is federating the
usage information must be installed. BMC BladeLogic Configuration Automation discovery installs
the BCAC:BCAC_Softwware_Usage federated class as part of the CDI 8.0 or later install.
For any other third-party discovery source, you must make sure that the federated class for the
discovery source exists. The federated class brings in the fields from the view listed in Creating the
view for software usage information (see page 404). Make sure that fields IDs are specified as
listed in following table below:
Field IDs for federating software usage information
Field Field IDs
nameSpace_Integration_ID Generate a new one and register it
Last_Used_Date 400016300
Product_Name 240001002
You must register the federated class in BMC Atrium Core. You can verify the registration in the
Class Manager Console.
For more information about creating federated classes, see Creating or editing a federated data
class (see page 403).
Registering the plug-in in plugin_config.xml

You must register the plug-in in plugin_config.xml, which is located under
path\AtriumCore\cmdb\plugins\shared. You can see example entries in the XML file.

In the following example, BMC Atrium Core is installed in C:\Program Files\BMC

Software\AtriumCore and the plug-in being registered is BCAC_DISCOVERY_PLUGIN. You might
need to change the path, depending on where you installed BMC Atrium Core. You must change
the plug-in to the name of your plug-in.
<plugin>
<name> BCAC_DISCOVERY_PLUGIN</name>
<type>ARDBC</type>
<code>JAVA</code>
filename>C:\Program Files\BMC Software\AtriumCore\cmdb\plugins\federation\federation-
jdbc.jar</filename>
<classname>com.bmc.atrium.federation.jdbc.JdbcAdapter</classname>
<pathelement type="path">C:\Program Files\BMC Software\AtriumCore\cmdb\plugins\db2jcc-3.
3.54.jar</pathelement>
<pathelement type="path">C:\Program Files\BMC
Software\AtriumCore\cmdb\plugins\db2jcc_license_cu-3.3.54.jar</pathelement>
<pathelement type="path">C:\Program Files\BMC Software\AtriumCore\cmdb\plugins\jconn2-5.
5.jar</pathelement>
<pathelement type="path">C:\Program Files\BMC Software\AtriumCore\cmdb\plugins\jconn3-6.
0.5.ESD7.jar</pathelement>
<pathelement type="path">C:\Program Files\BMC Software\AtriumCore\cmdb\plugins\ojdbc5_g-
11.1.0.6.0.jar</pathelement>
<pathelement type="path">C:\Program Files\BMC Software\AtriumCore\cmdb\plugins\sqljdbc-1
.2.jar</pathelement>
Software\AtriumCore\cmdb\plugins\sybase_client-5.jar</pathelement>
Software\AtriumCore\cmdb\plugins\federation/federation-common.jar
</pathelement>
</plugin>
Registering the plug-in in ar.cfg

You must register the plug-in in ar.cfg, which is located in .\ARSystem\Conf. In the following
example, the plug-in is named BCAC_DISCOVERY_PLUGIN and the server is named myServer.
You must change the plug-in to the name of your plug-in and myServer to the name of your server.
Server-Plugin-Alias: BCAC_DISCOVERY_PLUGIN BCAC_DISCOVERY_PLUGIN

myServer:9556
Configuring the AST ConfigUsageProvider form

You must specify the discovery source for usage information in the AST:ConfigUsageProvider
form. Provide the namespace and the class name of the federated class that is being used to
provide the data. After you make these changes, you must restart BMC Remedy AR server for the
change to take effect.

Accessing usage information

When the usage federated class and other related configuration is done, IT Asset Managers can
access the usage information about the SAM Console.
Viewing software usage details

Viewing software usage helps you identify whether software is either over- or under-utilized in your
organization. This identification enables you to take harvesting action based on the information that
you see. Viewing software usage also helps you plan future purchases and discontinue unneeded
licenses. This information enables companies to be audit compliant and optimize IT expenses. You
can view this information from the Software Asset Management (SAM) Console and from the
navigation pane.
Note
For software usage to be enabled with BMC Asset Management you must configure your
software usage provider in the AST:ConfigUsageProvider form.
For example, if you are using BMC BladeLogic Client Automation (BBCA) as your
desktop discovery, you can set up the AST:ConfigUsageProvider form with the BBCA
software usage federated class BCAC_SoftwareUsage.
To view software usage from the SAM Console
1. Open the SAM Console.

2. Select one or more certificates, and click View Usage.
The Software Usage by Certificate screen is displayed.
3. In the navigation pane under Defined Searches, define your search criteria for certificates:
By Computer — You can view certificates by All or Non Deployed Computer.
By Status — You can view certificates by All, Expired, In Compliance, Out of
Compliance, or Unknown.
By Usage – You can view certificates by All, Not used in the past 180 days, Not used
in the past 30 days, or Not used in the past 90 days.
In the table, you can view detailed information about software usage of the certificate
currently selected by clicking the following options. In the lower part of the screen,
you can view related users to the computer system where the software product has
been installed.
View Certificate — Displays the License Certificate Information screen. You can view
and modify the information.
View Product — Displays the CI Information screen pertaining to the related software
product. You can view and modify the information.

View Computer System — Displays the CI Information screen pertaining to the

Computer System. You can view and modify the information.
Usage Report — Generates a software usage report for the certificates currently
displayed in the usage table. The report displays the following information about the
certificate: the Software Product, Computer System, Certificate, Install Date, Last
Used, Times used in 30 days, Times used in 90 days, and Times used in 180 days.
You can export or print the report.
4. To exit, click Close.
To view software usage from the navigation bar
1. On the SAM Console, under Functions select Software Usage.

2. Select the Company.
3. Select a Manufacturer.
4. Select a Product Name.
5. In the navigation pane under Defined Searches, you can define your search criteria for
software products by the following options:
By Computer — You can view certificates by All or Non Deployed Computer.
By Status — You can view certificates by All, Expired, In Compliance, Out of
Compliance, or Unknown.
By Usage — You can view certificates by All, Not used in the past 180 days, Not
used in the past 30 days, or Not used in the past 90 days.
In the table you can view detailed information about software usage of the certificate
currently selected by clicking the options. In the lower part of the screen you can view
related users to the computer system where the software product has been installed.
View Certificate — Displays the License Certificate Information screen. You can view
and modify the information.
View Product — Displays the CI Information screen pertaining to the related software
product. You can view and modify the information.
View Computer System — Displays the CI Information screen pertaining to the
Computer System. You can view and modify the information.
Usage Report — Generates a software usage report for the software relevant to the
selected company and manufacturer, grouped by software name (multiple rows can
have the same software name due to multiple computer systems). The report
displays the following information: Software Product, Computer System, Certificate,
Install Date, Last Used, Times used in 30 days, Times used in 90 days, and Times
used in 180 days. You can export or print the report.
6. To exit, click Close.
Upgrading licenses
BMC Asset Management supports the upgrading and downgrading of license certificates.

When you have a license to use a certain version of a product (for example, Microsoft Visio 2003),
you want to have a license certificate that allows you to upgrade when a new version of the product
(for example, Microsoft Visio 2007) is released. Rather than purchasing new full licenses of
Microsoft Visio 2007, you could decide to buy upgrade licenses, which might be a more cost-
effective option. However, in order to be able to use the upgrade licenses, you need to have a
certificate for the original full version. Asset Management provides a wizard to walk you through
upgrading your original certificate to a new upgraded certificate.
The procedures are followed by scenarios that describe various combinations of original and
upgrade certificates.
To upgrade licenses
1. On the Software Asset Management (SAM) Console, select the Company, Manufacturer,
and Product Name for which you want to upgrade a license certificate.
2. In the Functions section, select Upgrade License.
The Upgrade License Certificate wizard is displayed.
3. On the Product to upgrade page, complete all necessary fields, and then click Next.
4. On the Certificate to upgrade page, select the appropriate Master Certificate and Available
Certificates to upgrade.
Note
In this page, you must select a Master Certificate. After you do so, the wizard
works properly and you can proceed to the next step.

5. At the bottom of this page, select Create Certificates or Search Certificates, depending on
whether you need to create a new upgrade license certificate or can use an existing
upgrade license certificate. Then click Next.
6. If you selected Create Certificates, complete all the necessary fields on the Upgrade
information page, and then click Next.
The Summary page is displayed, prompting you to either save the certificate or go back and
review your information. Skip to step 8.
7. If you selected Search Certificates, select an existing certificate on the Search existing
certificates page, and then click Select.
The Summary page is displayed, prompting you to either save the certificate or go back and
review your information.
8. Click Save.
9. In the dialog box that displays the upgraded certificate number, click OK.
The wizard closes and the SAM Console is displayed.
10. On the SAM Console, select the certificate that you upgraded, and click View Certificate.
On the General tab of the License Certificate Information screen, the upgraded product
details are shown in the Related Product Categorizations table. The Group Certificates tab
displays the newly upgraded license certificates. However, if you had selected more than
one certificate to upgrade, a corresponding upgrade certificate is created for each of the
original certificates.
To roll back the upgrade of an original license certificate or delete an upgrade

license certificate
After you have upgraded some or all of the licenses on a license certificate, and you want to revert
or roll back the upgrade to the original certificate, or delete it, perform the following steps:
1. On the SAM console, select the master certificate, and click View Certificate.
The License Certificate Information screen opens displaying details about the master
certificate.
2. On the General tab, from the Related Product Categorization table, select the upgrade
product categorization, and click Remove.
Note
Perform this step only if you do not have any certificates in the group with this
version, otherwise leave it as is.
3. Open the Group Certificates tab and select the certificate that was upgraded (not the original
certificate), then click Ungroup Selected.
A dialog box appears asking you to confirm the upgrouping.
4.
4. Click Yes.
A message appears confirming that the certificates have been removed from the group.
5. Select the original certificate, and then from the Functions menu, select Compliance details.
6. In the Number of licenses purchased field, enter the amount of original licenses, and click
Save.
Note
The original licenses should be the original plus the licenses that were moved to
the upgrade certificate.
You can delete the upgraded certificate or leave it in a draft state if you want to use it later
for upgrading another original certificate.
7. If you keep the upgraded certificate, clear the Full license flag as the certificate is not valid
towards a full license.
Scenario 1
Upgrade-only types of certificates can be used only if the original certificate that covers the original
product exists. In this scenario, you have a certificate for 100 licenses of Visio 2003 with no
upgrade rights. When version 2007 becomes available, you buy upgrade rights to upgrade 50
licenses from Visio 2003 to 2007.
Before you upgrade, Certificate 1 includes 100 licenses for Visio 2003.
After you upgrade 50 of the 100 licenses to Visio 2007:
Certificate 1 includes 50 licenses for Visio 2003.

Certificate1_Upgrade includes 50 licenses for Visio 2003 and 2007.
So you can still use up to a maximum of 100 Visio 2003 licenses, or you can use a combination of
a maximum of 50 Visio 2007 licenses and 50 Visio 2003 licenses.
Following are more details about the certificates and their relationship:
The Number Purchased value of Certificate 1 was downgraded by 50 licenses and is still
good for 50 licenses of Visio 2003.
The Number Purchased value of Certificate1_Upgrade is 50 licenses and is valid for Visio
2003 and 2007 licenses.
Certificate1_Upgrade was created as the next available Sequence number on the master
certificate.
Certificate1_Upgrade Product Categorization Visio 2007 is added to the master certificate.
(The master certificate now has both Visio 2003 and 2007.)

Both certificates are grouped on the same master certificate under the Grouped Certificates
tab.
Both certificates are related to each other on their Related Certificates tabs with the
appropriate relationship.
Scenario 2
If an upgrade only type of certificate is purchased or is manually created in the system, it can be
used only if the original certificate that covers the original product exists. So, if you have a
certificate for 100 licenses of 2003 with no upgrade rights, when version 2007 becomes available,
you buy upgrade rights to upgrade all 100 licenses from 2003 to 2007.
Before you upgrade, Certificate 1 includes 100 licenses for Visio 2003.
After you upgrade all 100 licenses to Visio 2007:
Certificate 1 includes 0 licenses for Visio 2003.

Certificate1_Upgrade includes 100 licenses for Visio 2003 and 2007.
You can now use a combination of a maximum total of 100 Visio 2003 and Visio 2007 licenses.
The Number Purchased value of Certificate 1 was downgraded by 100 licenses to 0 and no
longer usable.
The Number Purchased value of Certificate 1_Upgrade is 100 licenses and is good for both
Visio 2003 and 2007 licenses.
Certificate1_Upgrade was created as the next available Sequence number on the master.
Certificate1_Upgrade Product Categorization Visio 2007 is added to the master certificate.
(The master certificate now has both Visio 2003 and 2007).
tab.
Because the number of purchased for Certificate 1 became 0, it will now be marked
Historical and the Status reason will be upgraded.
Scenario 3
If an upgrade only type of certificate is purchased, it can be used only if the original certificate that
covers the original product exists. So, if you have a certificate for 50 licenses of 2003 and a
certificate for 100 licenses of 2003 and 2005 grouped on a master with no upgrade rights. So when
version 2007 becomes available, you buy upgrade rights to upgrade all 150 licenses from 2003 to
2007.

Before you upgrade:
Certificate 1 included 50 licenses for Visio 2003.

Certificate 2 included 100 licenses for Visio 2003 and 2005.
(You originally have 150 licenses of Microsoft Visio 2003 or a combination of licenses for Visio
2003 and Visio 2005, with a maximum of 100 licenses for 2005.)
After you upgrade, all 150 licenses to Microsoft Visio 2007:
Certificate 1 has 0 licenses for Visio 2003.

Certificate1_Upgrade has 50 licenses for Visio 2003 and 2007.
Certificate 2 has 0 licenses for Visio 2003 and 2005.
Certificate 2_Upgrade has 100 license for Visio 2003, 2005, and 2007.
Because Certificate 1 and 2 are left with 0 licenses, they will be marked Historical and
Status Reason will be upgraded.
So you can now use 150 Visio 2003 licenses, or 150 Visio 2007 licenses, or a combination of a
maximum of 100 Visio 2005 licenses with a combination of 50 Visio 2003 and 2007 licenses.
The Number Purchased value of Certificate1 was downgraded by 50 licenses to 0 and no

longer usable.
The Number Purchased value of Certificate1_Upgrade is 50 licenses and is good for both
Visio 2003 and 2007 licenses.
Certificate 1_Upgrade was created as the next available Sequence number on the master
certificate.
Certificate 1_Upgrade Product Categorization Microsoft Visio 2007 is added to the master
certificate. (The master now has Visio 2003, 2005, and 2007.)
tab.
The Number Purchased value of Certificate 2 was downgraded by 100 licenses to 0 and no
longer usable.
The Number Purchased value of Certificate 2_Upgrade was created for 100 licenses and is
good for Visio 2003, 2005, and 2007 licenses.
Certificate 2_Upgrade was created as the next available sequence number on the master
certificate.
Certificate 2_Upgrade Product Categorization Visio 2007 was already added to the master
certificate when the first certificate was upgraded.
Both certificates are grouped on the same master under Grouped Certificates tab.
Both certificates are related to each other on each of their Related Certificates tabs with the

Determining which CIs use a license certificate

You can determine which CIs use a license certificate, which can help you handle the following
situations:
A license certificate is out of compliance. You want to find software instances that can be
removed.
A software contract is up for negotiation. You want to determine if all the licenses are
required.
You have a license certificate that is not applied automatically, at least for some CIs. You
want to confirm that the appropriate CIs are related to the license certificate. If necessary,
you can manually relate CIs to the license certificate.
To determine which CIs use a license certificate
1. Open the Software Asset Management (SAM) Console.

2. Select the license certificate.
The Related CIs table lists CIs that use the selected license certificate.
Manually managing CIs attached to a license certificate

The License Engine automatically attaches CIs to license certificates, based on company, product
information, and answers to connection questions. However, if necessary, you can manually add or
remove software CIs from the license certificate. Software CIs include the following CI types:
Operating System, Package, Patch, Product, Software Server, and System Software.
Tip
If you manually remove a CI from a license certificate, manually add it to the correct
license certificate. Otherwise, when the License Engine runs, it might attach the CI to the
same certificate.
To add or remove a software CI from a license certificate
1. Open the license certificate from either the Software Asset Management console or the
Contract Management console, as described in the following table.
Console Steps to open the license certificate
Software Asset Management a. Select the license certificate.

console b. Click View certificate.
Contract Management console a. Select the applicable software license contract.

b. Click View.
c. On the License Details tab, select the license certificate and click View.
2.
2. Click the Software Assets tab.

The Software Assets tab lists all the CIs that use the license certificate.
3. To add a CI, perform the following steps:
a. From the CI Type lists, select the type of configuration item that you want to relate to
the license certificate.
b. Specify the CI to which you are relating the current contract.
To create the CI, click Create and complete the new CI form.
To select a CI, search for the CI, select the relationship type, and then click
Relate.
4. To remove a CI, select it and click Remove.
5. In the message window that appears, select whether to run a license job.
The license job checks for connections and compliance.
6. If you run a license job, complete the Create License Job dialog box and click Submit.
The Company, License Type, and product catalog fields are filled in with values from the
license certificate. In the Job Name field, you must enter a descriptive name to identify this
job.
Manually specifying a license certificate for a software CI

The License Engine automatically attaches software CIs to license certificates, based on company,
product information, and answers to connection questions. However, if necessary, you can
manually specify the license certificate for a software CI. Software CIs include the following CI
types: Operating System, Package, Patch, Product, Software Server, and System Software.
To manually specify a license certificate for a software CI
1. Open the software CI from either the Software Asset Management console or the Asset
Management console, as described in the following table.
Console Steps to open the CI
Software Asset Management console a. Expand the Unrelated CIs panel.

b. From the Job Name list, select the job that found the unrelated CI.
c. Select the CI from the list of unrelated CIs, and click View.
Asset Management console Search for the CI, as described in Using search (see page 304).
2. On the CI form, click the Contracts tab.

3. In the Search Existing Contracts area, select the License Certificate contract type, and click
Search.
In the Searching for Certificates dialog box, you can refine your search.
4. Select the applicable software contract, select a relationship type of Attached to, and click
Relate.
5. In the message window that appears, select whether to run a license job.
The license job checks for connections and compliance.
6.
6. If you run a license job, complete the Create License Job form and click Submit.
The Company, License Type, and product catalog fields are filled in with values from the
license certificate. In the Job Name field, you must enter a descriptive name to identify this
job.
Recording the purchase cost for a license

On a certificate, you can record the purchase cost for a license. Each software contract displays
the costs for the licensesattached to the contract.
To record the purchase cost for a license
1. From the Software Asset Management console, open the license certificate.
2. In the Purchase Cost field, type the cost to purchase the license, and select the currency.
The cost center comes from the software contract.
3. Click Save.
Porting license types

Software License Management (SWLM) provides multiple license types out of the box. It also
enables users to create custom license types by using the License Type wizard.
Information related to a license type is stored in multiple forms. In earlier releases, manually
exporting license types involved fetching data from multiple forms by building relationships
between the datasets. The procedure was complex and prone to error.
Users can use the tool to export license types and import them to other BMC Asset Management
systems. The tool also maintains an export and import log.
This section provides the following information about using this new tool:
Exporting a license type (see page 415)

Importing a license type (see page 417)
Import and export history (see page 419)
Advanced verification of license type import and export (see page 420)
Exporting a license type

When you create a custom license type or update an existing license type, you often need to
deploy the updates or the new license type to other Software License Management (SWLM)
servers in your environment. In earlier releases of the product, you had to manually export license
types. The process involved reading multiple forms that were used to store the license model.
The License Type Import and Export tool automatically reads all the required forms and creates an
ARX file that contains the information necessary to export a license type. You can them import this
ARX file to other BMC Asset Management systems by using the License Type Import and Export
tool on those systems.

To export a license type
1. From the Application Administration Console, choose Custom Configuration > Asset
Management > Advanced Options > Import and Export License Types , and then click Open.
2. On the AST:LicenseTypeUtility form, click the Export License Type link.
3. From the Available Licenses table, select the license types to export and click Add.
Note
Press the Ctrl key to select multiple license types. When you add multiple license
types, each license type is exported to a separate ARX file.
4. Enter the following information:

Field Description
name
Short Briefly describe the reason for exporting the license types.
Description
Export ID Enter a unique identifier for the export. This ID is appended to the license type name, which is also the
name of the exported ARX file. This identifier can include basic information about the exported files, and
can be used to identify exported licenses.
Example:
You choose to export the Per copy and the Per copy per device license types because you have changed
a compliance question for those license types. Using the License Type Import and Export tool, you export
these licenses and enter ComplianceUpdt as the Export ID. The exported files are saved as
PerCopy_ComplianceUpdt.arx and PerCopyPerDevice_ComplianceUpdt.arx.
User Enter the password of the logged on user. If the logged on user does not have a password defined, select
Password the Confirm password is blank check box.
5. Click the Export License Type button.

The time required to export the license types depends on the size of the ARX file.
When the export is complete, the ARX file is displayed in the Export Result table.
6. Select the file from the list, and click Download to save the file to the local computer.
The exported ARX files are also saved in the Export History. Click the History link to view
details of the exported files. For details about the History option, see Import and export
history (see page 419).
Troubleshooting export in a UNIX environment

Because of processing speed differences between the export tool on the server and the client,
sometimes the ARX file that is available for download in the Export License Type page is
incomplete.

To retrieve the complete file, get the exported ARX file located in the
<ARServerInstallationDirectory>/ARSystem/bin folder. By default, this folder located at /data1/bmc
/ARSystem/bin.
The name of the exported file is <licenseTypeName>_<exportID>.arx.
After the export is completed, the export log file is created in the <ARServerInstallationDirectory>
/ARSystem folder.

Import the exported ARX files to to other SWLM servers. For more information about importing
license types, see Importing a license type (see page 417).

Importing a license type

Import the license type ARX files that you have exported to the Software License Management
(SWLM) servers where you want to deploy them.
Before you begin

Following are the prerequisites to importing the ARX file:
You must have BMC Remedy AR System Admin permissions.

The BMC Remedy Data Import tool must be installed on the server where you want to
import the ARX file.
Note
To import a license type that already exists on the destination system, you must first
delete the existing license type on that system. Before you delete the license type, ensure
that:
All the existing license certificates created from the license types have been
removed from the Contract.
The status of the License Certificate is set to Draft.
The status of the License Type is set to Offline.
To import license types

The import is a two-step process. You must first upload the import data, and then validate and
import the license type to the system. After the import is complete, the import log file is created in
the <ARServerInstallationDirectory>/ARSystem folder.

Warning
You must upload the import data and validation and import the uploaded data in the same
session.
1. From the Application Administration Console, choose Custom Configuration > Asset
Management > Advanced Options > Import and Export License Types , and then click Open.
2. On the AST:LicenseTypeUtility form, click the Import License Type link.
3. Click Add in the Attach the arx file to be imported table to select the exported file that you
want to import.
4. In the Provide the import details below, enter the following information:
Short Briefly describe the reason for importing the license types.
Description
File Name Enter the name of the file to import.
User Enter the password of the logged on user. If the logged on user does not have a password defined,
Password select the Confirm password is blank check box.
ImportTool If you installed the BMC Remedy Data Import tool to a folder other than the default installation folder,
Folder Path enter the absolute path to that folder.
The default installation path, C:\Program Files\BMC Software\ARSystem\dataimporttool, is displayed in
the field.
5. Click Upload Import Data.

The import tool verifies that the license type that you are importing does not already exist on
the current system. After the import data is successfully loaded, Validate and Import button
is enabled.
6. Click Validate and Import to validate and import the uploaded license type data.
The time required for the import depends on the size of the file. When the file is successfully
imported, the license type name is displayed in the License Types on this server list.
Tip
Click the Refresh button in the the License Types on this server table to get the
updated list of license types and verify whether the imported license type is
displayed.
7. If the license type name is not displayed in the list, click View Import Log to view the log
entries for the import and verify that it was successful.
If the import was unsuccessful, repeat the entire import procedure, starting with the data
upload.

Note
If import fails, you can use the BMC Remedy Data Import tool command line .bat file. For
more information about using this tool see Advanced verification of license type import
and export (see page 420).
To import license types in a UNIX environment

Out of the box, BMC does not provide the BMC Remedy Data Import tool client installer for UNIX.
To import license types in a UNIX environment, copy the exported ARX file to the UNIX machine.
Then, use the following command from the command prompt to import the license type to the UNIX
server:
"importToolInstallPath\dataImport.bat" -x “destinationServerName” -u
“<adminUserName>” -p “<password>” -a <port> -o
“<licenseTypearxfileName>” -e 179 -D 3 -l "logFileName.log"
Example:
“C:\Program Files\BMC Software\ARSystem\dataimporttool\DataImport.bat” -x “vl-pun-rem-qa65” -
u “Demo” -p "" -a 0 -o “Percopy_12.arx” -e 179 -D 3 -l "ImportlogLinux.log"

Import and export history

The License Type Import and Export tool maintains a history of the license types that have been
imported and exported. The History page displays the following sections:
Export History
This table displays a list the files that were exported. It displays details like the export job short
description, the date the ARX file was created, the person who performed the export, and the
status of the export. You have the following options:
Download Exported File — Select a file from the list, and click this button to download the
exported file.
Delete Export History — Click this button to delete all the exported files.
Import History
This table displays a list of the files that were imported to the system. It displays details like the
import job short description, the date of the import, the person who performed the import, and the
name of the file that was imported. You have the following options:
Download Import Log — Select a file from the list, and click this button to download the logs
associated with the import of this file.

View Import Log — Select a file from the list, and click this button to view the logs
associated with the import of this file.
Delete Import History — Click this button to delete the import history log.
Advanced verification of license type import and export

After the license types have been exported or imported, you can verify that the process was
successful by comparing the exported ARX file and the export or import log files.
To verify successful export or import of the license type
1. Open the exported ARX file using a text editor.

2. Open the Export.log or Import.log file in another instance of the text editor.
These files are created in the <ARServerInstallationDirectory>/ARSystem folder.
3. Verify that the number of forms in the log file and the ARX file are identical.
If your import is unsuccessful, you can use the BMC Remedy Data Import command-line tool .bat
file.
Following is a sample command:
"importToolInstallPath\DataImport.bat" -x “destinationServerName” -u “a
dminUserName” -p “password” -a port -o “LicenseTypearxfileName” -e 179 -D
3 -l "LogFileName.log"
Use one of the following - D parameters:
1 - Rejects duplicate records to ensure that the existing license model is not overwritten.
3 - Overwrites existing form data in the license model.
Related topics
Exporting a license type (see page 415)

Importing a license type (see page 417)
Adding additional contract details

When you create a contract, you can include additional information like the rights granted, or terms
and conditions agreed upon. Rights granted provides additional details of contracts like the specific
rights provided by the contract.
The Rights granted feature allows you to record in detail the specific rights provided by the
contract. Examples of these rights might include copyrights, rights to publish and sell, and other
rights you are granting, receiving, or warranting.
Terms and conditions of the contract should be used to record specific obligations and limitations
applying to your organization under the terms of the contract.

To record additional details for a contract
1. From the Contract Management console, open the contract.

2. From the left pane:
Choose Functions > Terms and Conditions to add details of the contract terms and
conditions.
Choose Functions > Rights Granted to add details about rights granted by the
contract.
3. On the Rights Granted or Terms and Conditions screen, click New and then enter the
following values:
Field Description
Status Status of the details. The following options are available:

Draft - Details of the contract are in a draft state and need to be finalized.
Executed - Details have been finalized and are included in the contract.
Historical - Details were included in the contract, but are no longer applicable.
Delete - Details are no longer applicable and can be removed from the contract.
Effective Click the calendar icon to select the date from when the selected detail is effective. This date must be the
Date same or later than current date and time.
Expiration Click the Calendar icon to select the date the selected detail expires. This date must be later than the
Date effective date and current date and time.
Summary Enter a short summary of the details of the rights granted or terms and conditions.
Notes Include any additional notes related to the detail.
4. Optionally, if the matter you want to include has been defined within a file, in the
attachments table click Add.
5. On the Add Attachment dialog box, click Browse to locate the details files, select the file to
upload, and then click Open.
6. Click OK to add the attachment. You can add up to 3 files.
7. Click Save.
The details you included within the Rights Granted dialog box or the Terms and Conditions dialog
box, are added as a part of the contract record.
Creating reminders
A reminder is similar to a BMC Remedy AR System notification. For a reminder, however, you can
define the content of a reminder and specify when to send it.
To create a reminder
1. In the navigation pane of the Asset Management console, choose Functions > Reminders.
2. In the Reminders dialog box, click the Create Reminder tab.
3. From the Notify list, select whether you want to notify an individual or a group.
4.
4. In the Recipient field, specify the name of the person or group you want to send the
reminder to.
5. In the Time field, specify the time and date you want the reminder to be sent.
The time and date must be in the future.
6. In the Message field, specify the text you want in the reminder.
7. Click Save.
Creating and managing purchase requisitions

This section discusses how to use BMC Asset Management to create purchase requisitions to
order items needed to resolve incidents or complete change requests. This section also discusses
how to receive and return items represented as configuration items (CIs).
Creating purchase requisitions (see page 422)

Working with purchase requisitions (see page 432)
Viewing purchase requisitions in the console (see page 434)
Searching for purchase requisitions (see page 435)
Working with purchase orders (see page 435)
Receiving and returning purchase items (see page 438)
Creating purchase requisitions

The first step in ordering items and software licenses is to create a purchase requisition. After you
create the purchase requisition, you can perform additional tasks, as described in the following
topics:
Specifying purchase items manually (see page 425)

Purchase requisition states (see page 428)
Obtaining pricing (see page 428)
Pricing purchase items (see page 428)
Submitting the purchase requisition for approval (see page 429)
Approving the purchase requisition (see page 430)
Modifying rejected purchase requisitions (see page 432)
To create a purchase requisition
1. In the navigation pane on the Purchasing console, choose Functions > Create Requisition.
2. In the Purchase Requisition form, provide general information about the purchase requisition
at the top of the form.
Note

The Status field and Requisition ID fields are read-only. The status of the purchase
requisition changes depending on at what stage the purchase requisition is in its
lifecycle.
a. In the Date Required field, select the date the items are required.
b. Select whether installation is needed.
c. If you selected Yes and BMC Change Management is installed, select a change
template from the Change Template list.
Note
The change template might contain a change request for a specialist to

install this item when it is received.
d. In the Description field, provide a description of the purchase requisition, for example,
new employee setup.
e. In the Justification field, specify why these items are needed, for example, for a new
employee.
f. In the Full Name field, specify the name of the person who needs these items, for
example, a new employee.
When you specify the person, information appears in the Phone Number and
Manager fields, depending on the settings defined by your administrator.
Note
The Full Name and Phone Number fields display the name and the phone
number of the person requesting the items.
3. If you are ordering an item from the configuration catalog, perform the following steps.
Note
If you are ordering an item that is not in the configuration catalog, perform the
steps described in Specifying purchase items manually (see page 425) and skip to
step 4.
a. Click Select Configuration.

b. In the Manage Configurations dialog box, select the configuration for which you want
to view items to purchase.
c.
c. Click Check Inventory.

The Configuration Information for Name dialog box appears.
The Purchase Requisition form appears again. The items in the configuration now
appear on the Line Items tab on the form.
4. Click the Details tab and complete the following fields:

Cost Center The cost center number. If the person in the Requested For field has a cost center number, the number
appears here.
Accounting The accounting code number. If the person in the Requested For field has an accounting code, the
Code accounting code appears here.
Project The project number

Number
Budget Code The budget code
PR Number The purchase requisition number
5. Click the Shipping tab.

6. If it does not already appear, provide the Ship To Address and Bill To Address information.
Specify shipping or billing instructions in the Instructions field.
Note
Your application administrator can define what appears in the lists on the Shipping
tab. For more information, see Creating locations.

The Approval tab is a read-only tab. This tab shows the purchase requisitions that are
pending approval, approved, or rejected.
7. To view the signature information from the Approval tab, select a record and click View.
8. Click Save.
Specifying purchase items manually

If the items you want to order are not in the configuration catalog, you can create and specify them
manually.
To specify purchase items manually
1. Find a purchase requisition, as described in Searching for purchase requisitions (see page
435).
2. On the Line Items tab, click View.
3. At the top of the Line Item information form, provide general information about the line item.
a. In the Part Number field, specify the part number for the item.
b. In the Description field, specify a description of the item.
Note
The Status field is read-only. The status of the line item changes depending
on at what stage the line item is in its lifecycle.
c. From the CI Type list, select the type of CI that you want to add to the purchase
requisition.
d. Specify the quantity and pricing information as follows:
Field Description
name
Unit of This field has a default value of Each. This field can contain any applicable value, such as Box, Bag
Measure , or Pallet.
Required Select the number of items that you want to purchase. The default value is 1.
Qty
Unit Price The price of each item. If the unit price is not provided, the purchase requisition is routed to
purchasing for pricing.
Notes:
If no currency ratio exists for a currency used in a line item, a warning appears when the
Grand Total is computed and the price is excluded.
The Grand Total on the Purchase Requisition is a sum of the Estimated Price column of all
its purchase line items (those in the table). The Grand Total on the Purchase Order is a sum
of the Actual Price column of all its purchase line items (those in the table).
4. On the Details tab, complete the following fields:

Product
Categorization
Tier 1 Make a selection from the list to categorize the item. For more information see, Categorizing CIs (see
page 326).
Tier 2 Make a selection from the list to categorize the item.
Tier 3 Make a selection from the list to categorize the item.
Product Name Select a name to categorize the item.
Model/Version Select a model or version to categorize the item.
Market Select the market version to categorize the item.

Version
Note: Market version pertains to software CI types only, such as Product, Operating System, Software
Server, System Software, Patch, and Virtual System Enabler.
If you do not enter information into the Market Version field, software license management will not work
correctly, and you will not be able to license the software you are using. Also, you will not be able to
track software license usage.
The market version is set up in BMC Atrium CMDB. For more information about setting the market
version for Product Catalog entries, see Updating the Product Catalog data (see page 425). To
configure rules for normalizing the market version on CIs, see Configuring Version Rollup normalization
rules (see page 425).
Manufacturer When you select the product name, the manufacturer name might appear in the form.
Supplier Provide a name of the company that sells the item.

Name
If you do not provide the supplier name, the purchase requisition is routed to purchasing to provide a
supplier name.
Notes to Enter additional notes for purchasing.

Purchasing
Attachment To add an attachment, perform the following steps:

a. Right-click in the attachment table.
b. From the menu, select Add.
c. From the Add Attachment dialog box select a file, and click Open.
Accounting
Cost Center The cost center number, filled in from the Purchase Requisition form. You can change the number if
necessary.
Accounting The accounting code number, filled in from the Purchase Requisition form. You can change the number
Code if necessary.
Project The project number

Number
Budget Code The budget code
5. Click the Work Info tab and enter work information for the line item.

5.
Note
The Received Items and Returns tabs are read-only. You can use these tabs to
see which items have been received or returned.
6. Click the Tracking tab and add any notes about the line item.
7. If you selected one of the software CI types in step 3c, click the License Certificate tab to
search for or enter certificate information.
In the Application Administration Console, under Application Settings > Asset Management
> Advanced Options > Rules, on the Config CI Rules screen in the License Certificate tab, if
you set Auto Receive Certificate to Yes, and if the Software Contract ID and License Type
fields are filled in when the purchase order is placed, the system automatically creates a
license certificate. If you set Auto Receive Certificate to Yes and enter the certificate ID, the
system does not create a license certificate; it links to the existing certificate.
Software The Software Contract ID that you can associate with this line item.
Contract ID a. Click Search.
The Contact Search dialog box is displayed.
b. In the Results List, find the contract that you want to associate with the purchase requisition,
Note: To view details about the selected contract, click View.

c. Click Close to close the dialog box.
d. Click Clear to clear the information in the Software Contract ID field.
License Type Select a license type to be associated with the software contract.
Certificate ID The Certificate ID that you can associate with this line item.
a. Click Search.
The Certificate Search dialog box is displayed.
b. Search for a certificate and click Select.
The Certificate you selected is displayed in the Certificate ID field.
c. In the Results List, find the certificate that you want to associate with the purchase requisition,
Note
To view details about the selected contract, click View.
d. Click Close to close the dialog box.

e. Click Clear to clear the information in the Certificate ID field.
Note
When a certificate is created by means of procurement, only the number

purchased is populated. The breach levels 1 and 2 default to what has been
specified in the Rules. You must answer all other questions and update breach

level details on the Certificate after it has been created from procurement. These
certificates are not auto grouped when created from procurement. You must
manually group them. Also, the certificate will be created in the draft mode from
procurement.
9. Click Save.
The Purchase Requisition form appears, and the line item that you created appears in the
table.
10. Click Save again.
Purchase requisition states

A purchase requisition can be in any of the following states:
In Preparation — The requester is modifying the purchase requisition.

Pending Pricing — The purchase requisition has been routed to purchasing for pricing.
Quote In Progress — The purchase requisition is in purchasing and is being priced.
On Hold — The requester or the approver suspended the purchase requisition.
Pending Approval — The purchase requisition is pending approval. In this state you can
reduce the quantity of items or remove items. You cannot add new items.
Obtaining pricing
If you do not know the price or the supplier name of the items you are requesting, you can submit
them to purchasing for pricing.
If you submit purchase items that are missing either the estimated price or the supplier name, their
status changes to Pending Pricing. In addition, a message appears, stating that the purchase
requisition was routed to purchasing for pricing.
To obtain pricing on purchase items
1. Open a purchase requisition, as described in Searching for purchase requisitions (see page
435).
2. Click Request Pricing.
3. Click OK.
4. On the Purchasing console, open the requisition again.
The status of the purchase requisition changes to Pending Pricing.
Pricing purchase items

If you are a purchasing agent and are responsible for pricing purchase requisitions and processing
purchase orders, use the Purchasing console. The Purchasing User permission gives you access
to the Purchasing console. You can have access to the Purchasing console without full access to
BMC Asset Management.

In addition to being able to show your own purchase requisitions, from the Show menu, you can
choose to show:
Requisitions to Price
Orders to Place
Orders already Placed
The navigation pane provides you with two additional links: Search Order and Reports.
To price purchase items in a purchase requisition
1. On the Purchasing console, from the Show list, select Requisitions to Price.
2. Select the purchase requisition that you want to price, and click View.
3. In the Purchase Requisition form, click Request Pricing, and click OK.
4. On the Purchasing console, open the purchase requisition again.
5. On the Line Items tab, select the line item that needs pricing, and click View. The Line Item
Information form is displayed. The following figure shows the Pricing area:
6. In the Line Item Information form, make changes to the pricing, as necessary
7. On the General tab, specify values in the Quote Number and Quote Info fields.
8. If you know that the item is taxable, select Yes from the Taxable list.
9. Click Save, and in the confirmation message, click OK.
10. In the Purchase Requisition form, type a name in the Manager field.
11. To route the newly priced requisition to a manager for approval, click Submit for Approval.
The Purchase Requisition form is closed.
When you open the purchase requisition, the purchase items on the Line Items tab change
to Pending Approval.
On the Purchasing console, the purchase requisition that you priced no longer appears in
the table.
Submitting the purchase requisition for approval
After you price a purchase requisition, someone must approve it. You can click Submit for Approval
to change the status of the purchase requisition to Pending Approval and route it to the appropriate
approver.

To submit the purchase requisition for approval
435).
2. In the Manager field, specify a manager who has approval permission.
3. Click Submit for Approval, and in the confirmation message, click OK.
4. On the Purchasing console, click Refresh.
The purchase requisition's status changes to Pending Approval.
Approving the purchase requisition
If you are a manager, you might need to approve or reject a purchase requisition that one of your
employees submitted.
BMC Asset Management provides an out-of-the-box approval process. By default, the purchase
requisition is routed to the necessary manager for approval. You can use the Approval console to
route the requisition to another manager for approval. For example, if you charge the cost of the
items on a purchase requisition for one of your employees to another manager's cost center, you
can route the purchase requisition to that manager for additional approval.
Note
You can use the Approval Server to define different process types, configure approval
notifications, and so on. For more information, see Setting up the approval process.
To approve a purchase requisition
1. In the navigation pane on the Purchasing console, choose Functions > Approvals.
The Approvals console is displayed.

2. If the purchase requisition needs additional approval or must be routed to another approver,
select it from the table, and click View Details. Otherwise, skip to step 5.
3. To add one or more additional approvers, perform the following steps:
a. Click Adhoc.
b. In the Name field of the Ad hoc Approvers dialog box, select the name of a manager
who also must approve the requisition.
c. If there are multiple approvers, select One Must Sign or All Must Sign from the If
Multiple Approvers list.
d. If an approver is optional, set Independent to Yes.
Independent indicates that the approval process can continue without that person's
approval. That person can approve or reject the purchase requisition before the
process is complete.
e. Click Add.
f. As needed, continue to add approvers.
g. When you are done adding approvers, select the approvers to be added, and then
click Save.
Note
Rows in the table of approvers are not saved until you select them and click
Save.
h. Click Close.
4. To reassign approval to another manager, perform the following steps:
a. Click Reassign.
b. In the message that appears, specify the name of the manager to whom you are
reassigning the purchase requisition for approval, and click OK.
5.
5. On the Approval Console, in the Pending Approvals table, select the purchase requisition
that you want to approve.
6. Click Approve or Reject.
The purchase requisition is removed from the table.
Modifying rejected purchase requisitions

If the purchase requisition has been rejected instead of approved, it is routed back to the
configuration administrator to make changes.
To make changes to a rejected purchase requisition
1. Find a purchase requisition with a Rejected status, as described in Searching for purchase
requisitions (see page 435).
2. In the message that appears, click one of the following buttons:
Modify — The purchase requisition reappears and the status changes to In
Preparation. Make the necessary changes, and click Submit for Approval.
Cancel Requisition — The purchase requisition reappears and the status changes to
Canceled. You cannot make more changes to the requisition.
Close — The status of the purchase requisition remains as Rejected.
Working with purchase requisitions

The following sections describe tasks that you can perform on the Purchase Requisition form:
Modifying purchase items (see page 432)

Removing purchase items (see page 433)
Holding a purchase requisition (see page 433)
Canceling a purchase requisition (see page 434)
Modifying purchase items

You can modify purchase items on your purchase requisition while the purchase requisition is in
one of the following states:
In Preparation
Pending Pricing
Quote In Progress
On Hold
Pending Approval
In this state you can reduce the quantity of items or remove items. You cannot add new
items.
To modify purchase items
435).
2.
2. Click the Line Items tab.

3. Select the purchase item that you want to view or modify, and click View.
4. In the Line Item Information form, make your changes.
5. Click Save.
The Purchase Requisition form appears, and the line item that you created appears in the
table.
6. Click Save again.
Removing purchase items

If you do not need a purchase item, you can remove it. You can remove items from the purchase
requisition when the requisition is in one of the following states:
In Preparation
Pending Pricing
Quote In Progress
On Hold
Pending Approval
In this state you can reduce the quantity of items or remove items. You cannot add new
items.
To remove purchase items
435).
2. Click the Line Items tab.
3. Select the purchase item you want to remove and click Remove.
4. In the confirmation message that appears, click Yes.
5. Click Save.
Holding a purchase requisition

You might need to place a purchase requisition on hold. If the status of a purchase requisition is In
Preparation, PendingPricing, Quote in Progress, or Rejected, you can place it on hold.
To hold a purchase requisition
1. Find a purchase requisition, as described in Searching for purchase requisitions.

2. Click Hold or Cancel.
3. In the message, click Put on Hold. The status of the purchase requisition changes to On
Hold.
4. To take the purchase requisition off hold, save, close, and reopen the purchase requisition,
and then click Submit for Approval.

Canceling a purchase requisition

You might need to cancel a purchase requisition. If the status of a purchase requisition is
Approved, Partially Received,Received, or Closed, you cannot cancel it.
Note
After you cancel a purchase requisition, you cannot make changes to it.
To cancel a purchase requisition
1. Open a purchase requisition, as described in Searching for purchase requisitions (see page
435).
2. Click Hold or Cancel.
3. In the message that appears, click Cancel Requisition.
A warning message appears, indicating that you cannot undo a canceled requisition.
4. Click Yes.
The status of the purchase requisition changes to Canceled.
Viewing purchase requisitions in the console

Configuration administrators and purchasing agents can view purchase requisitions.
To view purchase requisitions in the console
1. On the Purchasing console, from the Show list, select Requisitions Requested By Me.
The purchase requisitions that you created and submitted appear in the table.
2. To view purchase requisitions that were requested for another individual, perform the
following steps:
a. Select Requisitions Requested For.
b. In the People Search Criteria dialog box, specify your search criteria, and click Search
.
c.
c. Select an item from the table, and click Select.

The requisitions created for that person appear in the console.
Searching for purchase requisitions

You can search for and modify purchase requisitions that you have created and submitted.
To search for and modify purchase requisitions
1. In the navigation pane on the Purchasing console, choose Functions > Search Requisition.
2. In the Search Requisitions dialog box, specify your search criteria, and click Search. Results
matching your search criteria appear in the table.
If you do not specify search criteria in the Supplier Name field, Estimated Price and
Description columns appear in the search results.
If you specify search criteria in the Supplier Name field, Supplier Name and Part
Number columns appear in the search results.
3. To open a purchase requisition, select the purchase requisition, and click View.
Working with purchase orders

After the purchase requisition has been priced and approved, becomes a purchase order and is
routed to purchasing. A purchasing agent submits the purchase order to a supplier for purchase.
The following sections describe tasks that you can perform with purchase orders:
Searching for purchase orders (see page 435)

Completing a purchase order (see page 435)
Placing a purchase order (see page 436)
Resending a purchase order (see page 437)
Canceling a purchase order (see page 437)
Generating reports from the Purchasing console (see page 438)
Searching for purchase orders

As a purchasing agent, you can search for and view purchase orders that are in preparation, on
order, partially received,received, or canceled.
To search for purchase orders
1. In the navigation pane on the Purchasing console, choose Functions > Search Order.
2. In the Search Purchase Order dialog box, specify your search criteria, and click Search.
3. To view a purchase order, select the item from the table, and click View.
Completing a purchase order

When purchasing agents first open a purchase order, they might need to complete some additional
fields.

To complete a purchase order
1. On the Purchasing console, from the Show list, select Orders to Place.
2. Select the purchase order you want to place, and click View.
3. If necessary, on the Purchase Order form, from the Payment Terms list, change the
payment terms.
4. In the Notes to Supplier field, add any notes to the supplier.
5. If known, in the Tax Rate field, specify the tax rate.
Note
If a tax rate is entered at the purchase order level, the tax rate is calculated, and
distributed across the line items based on their actual price. A line item is charged
a tax only if the Taxable field is set to Yes; the default value for this field on
Purchase Line Item is Yes. The Tax field on the purchase order shows the sum of
the tax amounts of its taxable line items.
6. If known, in the Shipping & Handling field, specify the shipping and handling amount.
Note
If a shipping and handling amount is entered into the purchase order, it is split at
the line item level based on the actual price. After a purchase requisition is
approved, and a purchase order is created from it, monetary updates to the
purchase requisition are considered done.
7. Click the Shipping tab.

8. If necessary, complete the fields in the Ship to Address and Bill to Address areas. If
necessary, change the default values in the Freight Terms, Ship Via, and Shipping Options
fields.
The Tracking tab contains read-only information, for example, whether the order can be
accessed using a web service.
9. Click Save.
Placing a purchase order

As a purchasing agent, you can send a purchase order to a supplier by email or by web service.
You can also send it manually.
To place a purchase order
1. Open a purchase order, as described in Searching for purchase orders (see page 435).
2.
2. In the Purchase Order Information form, click Place Order.

3. In the Place Purchase Order dialog box, from the Place Order Using list, select Email, Web
Service, or Manual.
If you select Web Service, the order becomes accessible to a web service. Another
application can use its web service to accept the order.
If you select Manual, you must complete a purchase order on paper.
4. If you select Email, complete the remaining fields as follows:
Complete the Send To field, and, optionally, the CC and BCC fields with the
recipients of the message.
If appropriate, modify the subject line from the default value.
Review the message text. If necessary, you can change it.
5. Click Save.
On the Purchase Order Information form, the status of the purchase order changes to On
Order.
Note
If in the Configure Rules form you set the Auto Receive field to Yes, the License
Certificate is generated upon the placement of the order for software types of the
line items.
Resending a purchase order

As a purchasing agent, if you must change a purchase order after you have placed it, you can
resend the order.
To resend a purchase order
1. Open a placed purchase order, as described in Searching for purchase orders (see page
435).
2. In the Purchase Order Information form, click Resend Order.
3. In the Resend Purchase Order form, repeat steps 2 through 5 in the procedure Placing a
purchase order (see page 436).
Canceling a purchase order

As a purchasing agent, you can cancel a purchase order by clicking Cancel Order from the
purchase order.
To cancel a purchase order
1. Open a purchase order, as described in Searching for purchase orders.

2. On the Purchase Order Information form, click Cancel Order.
3. When prompted to confirm whether to cancel the order, click Yes.
4.
4. In the Cancel Purchase Order dialog box, from the Cancel Order Using list, select Email,
Web Service, or Manual.
5. If you select Email, complete the remaining fields as follows:
a. Complete the Send To field and, optionally, the CC and BCC fields with the recipients
of the message.
b. If appropriate, modify the subject line from the default value.
c. Review the message text. If necessary, you can change it.
6. Click Save. On the Purchase Order Information form, the status of the purchase order
changes to Canceled.
Generating reports from the Purchasing console

As a purchasing agent, you can generate purchasing reports from the Purchasing console.
To generate a report from the Purchasing console
1. In the navigation pane on the Purchasing console, choose Functions > Reports.
2. On the Reports console, from the Report Name list, select the report you want to run.
3. Categorize the fields you want to search using the Tier fields, as described in Categorizing
CIs (see page 326).
4. Click Run Report.
5. In the Enter Values dialog box, type new values for the report title and the subtitle.
6. Click OK.
7. Click Close.
The report appears.
Receiving and returning purchase items

After you have placed the purchase order with the supplier, the next step is to receive the items
from the supplier. When items are received, new CIs are created in BMC Asset Management for
the items that were received.
To see items that are received by way of a purchase requisition, click the Financials tab on the CI
form. If the item was received in this manner, the Requisition ID and Order ID fields are completed.
You can also use the Receiving console to return items that are damaged or are not needed.
The following sections describe tasks for receiving and returning purchase items:
Receiving items (see page 439)

Returning purchase items (see page 440)
Returning purchase items to be replaced (see page 441)
Returning purchase items from a CI (see page 441)

Receiving items
The Receiving console allows you to record the receipt of items in BMC Asset Management.
Notes
When you receive an item, a corresponding CI is created. If you receive an item

that will be discovered, the CI must be updated with identifying information. After
the item is on the network, it can be discovered. If the Reconciliation Engine
cannot identify the discovered CI as being the same as the received CI, two CIs
will represent the same item in your BMC Atrium Configuration Management
Database (BMC Atrium CMDB). For information about how BMC discovery
products identify CIs, see CMDB synchronization and the BMC BladeLogic Client
Automation Configuration Discovery Integration for CMDB Getting Started Guide.
If the PO line item is a Software CI such as Product, Package, Operating System,
Software Server, or System Software, the receiving process does not generate CIs
as other CI Types.
To receive an item
1. To see PO line items that are waiting to be received, on the Receiving console, specify your
search criteria and click Search.
2. For each item you are receiving, click the Received Qty column and update the quantity to
the number of items received.

2.
Note
For Software CI types, partial receiving is not allowed. You must receive the entire
amount.
3. Select the location at which you want to receive the items from the Location list.
4. Select the line item and click Receive.
The items are received in the Default inventory location. If you selected a location in Step 3,
the items are received in that location.
The Total Received Qty column is updated with the number of received items. The number
you specify is cleared from the Rec Qty column. If you receive the entire Required Quantity,
the line item disappears from the Receiving console.
Notes
For Software CIs, a license certificate is created upon receiving, if the certificate
fields (on the License Certificate tab) are specified on the purchase line item. For
hardware CIs, the CIs are created upon receiving.
The item name for all received bulk items is Bulk Inventory.
Bulk items received are named based on the purchase order number and part
number. The naming convention used is partNumber_orderID_requiredQty . For
example, items received as part of PO 123, for part number xyz with a required
quantity of 10, the bulk item record will be saved with the name xyz_123_10 . With
the new naming convention, searching for the received bulk items from the
Receiving console is faster and move convenient.
Items with the same Line Item are received as a single CI, and the quantity is
updates as per the received quantity. For partially received orders, when you
receive the remainder of the order, the quantity of the existing CI is updated to
include the additional quantity received.
5. To receive items within the line item, select the line item from the table, and click View.
6. On the Line Item Information form, in the Received Qty field, specify the received quantity,
and click Save.
Returning purchase items

If you have inspected an item but have not yet marked it as received, you can return it. For
example, you might want to return an item because it arrived damaged or is no longer needed.
If the item has already been received, a CI has been created for it. If the item is damaged or is no
longer needed, the configuration administrator can return it from the CI.

To return an item from the Receiving console
1. To see purchase order line items waiting to be received, on the Receiving console, specify
your search criteria, and click Search.
2. Select the item you want to return.
3. Click Return.
4. In the Return Item Information dialog box, from the Type list, select Return.
Selecting Return indicates that you are returning the item and canceling the request for the
item.
5. (Optional) In the RMA field, specify a Return Materials Authorization (RMA) number.
6. In the Quantity to Return field, reduce the number of items have yet to be received.
This number cannot be greater than the number remaining to be received.
7. In the Reason for Return field, provide a reason for the return.
8. Click OK.
If you return the total number of items remaining to be received, on the Receiving console,
the item is removed from the table. If you return fewer items, the Required Qty value is
reduced by the number you return, but the line item remains in the Receiving console.
Returning purchase items to be replaced

You can replace the items that you return. First, contact the supplier and arrange for a replacement
of the return. Then, mark the item for replacement in the Return dialog box.
To return an item to be replaced
1. To see purchase order line items waiting to be received, on the Receiving console, specify
your search criteria, and click Search.
2. Select the item you want to replace.
3. Click Return.
4. In the Return dialog box, from the Type list, select Replace.
6. In the Quantity to Return field, specify the number of items to be replaced.
7. In the Reason for Return field, provide a reason for the replacement.
8. Click OK.
Returning purchase items from a CI

If an item has been received and a CI was created for it, a configuration administrator can return or
replace the item from the CI.
To return an item from a CI

2. From the navigation pane, choose Functions > Returns.
3.
3. In the Return Receipts dialog box, click Create.

4. In the Return Information dialog box, from the Type list, select whether you are returning or
replacing the item.
6. In the Quantity to Return field, specify the number of items being returned or replaced.
7. In the Reason for Return field, provide a reason for the return.
8. Click OK.
Working with costing and charge-backs

With BMC Asset Management, IT personnel can manage infrastructure costs by accurately
tracking all the expenses and depreciation costs related to IT configuration items (CIs). IT
personnel specify costs for CIs. To allocate costs to the appropriate cost center for recovery
purposes, they can generate charge-back invoices.
This section presents tasks necessary to specify and track costs in BMC Asset Management.
Working with costs (see page 442)

Depreciation overview (see page 446)
Working with charge-backs (see page 452)
Generating charge-back reports and invoices (see page 457)
Closing the current period (see page 464)
Working with costs

Configuration administrators use the Cost Entries table in the Financials tab on the CI Information
form to work with costs that are associated with the record. This table also lists any contract-related
costs.
Note
If you belong to the Asset Admin or Asset User permission groups, you can add, modify,
or delete cost records with the Costs dialog box.
Note
The Sandbox option must be disabled in the Asset Management Settings to view the
Financial tab on the CI form Create mode.
After you specify costs and make any necessary adjustments, you can issue charge-back invoices
to recover your expenses.

Adding costs (see page 443)

Viewing costs (see page 444)
Modifying costs (see page 445)
Removing costs (see page 446)
Adding costs
You add costs for CIs using the Costs dialog box. If contract costs are associated with CIs, you can
specify those costs here. If BMC Change Management is installed, you can also add change costs,
such as a charge for installation.
For information about allocating change costs to CIs, see Allocating costs to CIs.
After you add information about costs, you can issue charge-back invoices to other departments to
recover your costs. See Working with charge-backs (see page 452).
To add costs
1. Open a CI, as described in Using search (see page 304)

2. Click the Financials tab, and click Add.
3. The Costs dialog box is displayed:
4. In the Costs dialog box, for Cost Center Code, select the cost center that you want to bill for
this expense.
5. The default value for this field is the default cost center, Unallocated.
6. To issue a charge-back invoice to recover this cost from another department, you must
replace this value with another cost center code.
7. When you select a cost center code, the read-only Cost Center Name field is populated.
8. For Cost Type, select an option:
Chargeback — Costs are charged back to another department. Before you can issue
a charge-back invoice for this cost, you can select this option and specify a cost
center.

8.
Component — Costs are associated with a CI's components.

Disposal — The item has been disposed of, and the disposal has a cost.
Lease — Costs associated with a lease contract or service for this item.
Maintenance — Costs associated with a maintenance contract or service for this
item.
Other — Other associated incidental costs.
Purchase Price — The purchase price of the item
Sales Tax — Sales tax based on purchase price.
Software License — Costs associated with a software license contract or service for
this item.
Support — Costs associated with a support contract or service for this item.
Upgrade — Costs associated with upgrades for this item.
Warranty — Costs associated with a warranty contract or service for this item.
Note
The entries in the Sales Tax and Purchase Price fields are added to the entry in
the Total Purchase Cost field. If an entry exists, when the sales tax is not zero or
charged, the cost is updated. If no entry exists, a cost entry is created. If you
modify these prices using the Costs dialog box, you must also modify the Total
Purchase Cost field on a CI Information form.
9. For Description, provide a description of the cost.

10. For Related Cost, select a currency type and specify the cost.
11. For Date Incurred, specify the date that the cost was incurred.
12. Click Save.
The cost appears in the Cost Entries table, and the Total Cost field is updated.
13. In the CI record, click Save.
Viewing costs
You can view costs for the current period using the Financials tab on the CI Information form. If
information must be modified, you can change it using the procedures in Adding costs (see page
443), Modifying costs (see page 445), and Removing costs (see page 446).

To view costs

3. At the top of the Cost Entries table, select an option from the Show field to view specific
types of costs.
For example, you can select Chargeback to display any charge-back costs. See Working
with charge-backs (see page 452).
Modifying costs
You can modify costs for CIs on the Financials tab on the CI Information form. However, you can
modify information only for the current period.
For more information see About time periods (see page 157).
To modify costs

types of costs.
4. Select a cost item in the table, and click View.
5. Modify the fields in the Costs form.
For information about these fields, see Adding costs (see page 443).
6. Click Save. The modified information appears in the record.

Removing costs
You can remove costs for CIs on the Financials tab on the CI Information form. However, you can
remove costs only for the current period.
For more information see About time periods (see page 157).
To remove costs

types of costs.
4. Select a cost item in the table, and click Remove.
The cost item is removed from the record.
Depreciation overview
Each year that you own an asset, the asset loses some value until it eventually has no more value
to the business. Measuring the loss in value of an asset is called depreciation. Depreciation is a
method to allocate the cost of an asset over its estimated useful life. By depreciating your assets,
you can take tax deductions for the loss in value.
Note
You can configure depreciation rules by Product Catalog using the Configuration
Manager. For more information, see Working with product catalog information.
When you set up a depreciation schedule, and then need to adjust the cost and do a
recalculation, the recalculation only takes affect from the current month forward. The
system will not go back and recalculate from the beginning. For example, if a depreciation
schedule starts on April 1, 2009, and you change the Actual Cost on August 11, 2009,
and recalculate, the recalculation only takes affect from August 1, 2009, forward. This is
because the previous months are considered already depreciated.
Depreciation is provided only for the following CI types:
Equipment
Document
Application

Application System
Computer System
Mainframe
Printer
Software Server
This section describes the following topics:
Working with depreciation (see page 447)

Methods of depreceation (see page 448)
Viewing depreciation (see page 448)
Modifying depreciation (see page 449)
Providing depreciation information (see page 451)
Specifying tax-related values other than depreciation (see page 452)
Working with depreciation

To understand depreciation of an asset, you must know the following information:
Initial cost of the asset

Useful life of an asset — How many years you expect the asset to retain value for your
business
Book value of an asset — The purchase cost minus the accumulated depreciation
Depreciation — An expense that reduces the value of a long-term tangible asset
Accelerated depreciation — A method of depreciation that enables greater deductions in the
earlier years of the life of an asset
Salvage value — The estimated value that an asset will realize at the end of its useful life
Note
For more information about depreciation, consult your tax professional.
Use the Financials tab on the CI Information form to track the initial cost and the subsequent
depreciation of your assets. Enter the initial price in the Unit Price field. If no depreciation
information has been specified, the field is set to No and the Create button is visible. Click the
Create button to create the depreciation schedule and calculate it. After depreciation has been
calculated, the Depreciated field is set to Yes and the Create button is replaced by a View button.

Methods of depreceation
BMC Asset Management includes the following methods of depreciation:
Methods of depreciation
Depreciation Description
method
Straight-line Assets depreciate at a constant value per year. The total depreciation equals the purchase price minus the
depreciation salvage value. To calculate the annual depreciation, the total depreciation is divided by the estimated useful life of
the asset.
Declining Assets depreciate at a constant rate per year, accelerated by a factor of 150%. In this method of accelerated
balance depreciation, 150% of the straight-line depreciation amount is taken the first year. That same percentage is
(150%) applied to the undepreciated amount in subsequent years.
Double- Assets depreciate at a constant rate per year, accelerated by a factor of 200%. In this method of accelerated
declining depreciation, double the straight-line depreciation amount is taken the first year. That same percentage is applied
balance to the undepreciated amount in subsequent years.
(200%)
Sum-of-the- Assets lose more of their value early in their lifetime. This method of calculating depreciation of an asset assumes
year's digits higher depreciation charges and greater tax benefits in the early years of an asset's life.
In this method of accelerated depreciation, each year of useful life is assigned a value from the total down to 1.
The sum of the years of the useful life of an asset is calculated. For example, for 3 useful years, this sum is 6 (3 +
2 + 1). For each year, the asset is depreciated by the year's value divided by the sum. For example, in the first
year, it is depreciated by 3 / 6, which is 50%.
Viewing depreciation
After you provide depreciation information for a CI, you can view the depreciation schedule. You
can also modify the depreciation, change the methods, and recalculate the result to see the effects
of changes. For more information see Modifying depreciation (see page 449).
Note

If depreciation has been calculated for this asset, the Depreciated field on the Financials
tab on the CI Information form is set to Yes and a View button appears. If depreciation
has not been calculated, the Depreciated field is set to No and a Create button appears.
To view depreciation

3. In the Accounting Information area, click View.
If you see a Create button instead of a View button, depreciation has not yet been specified
for this CI. See Providing depreciation information (see page 451).
The Depreciation Information for CI dialog box appears, displaying the depreciation for any
months in which the CI has already been depreciated.
4. To view the details of the depreciation history, select an item in the table, and click View.
5. After you finish viewing the information, in the Depreciation Details for CI dialog box, click
Close.
6. Click the Depreciation Schedule tab to view the depreciation schedule for this CI.
The tab shows the following information:
Effective Date — The date that the listed depreciation takes effect
Status — The status of the CI's depreciation
Current Depreciation — The amount of the listed depreciation
LTD Depreciation — The life-to-date depreciation
Useful Life of Asset — The estimated number of months that the depreciable asset is
expected to be in use
Remaining Life — The number of months remaining in the useful life of the asset
Modifying depreciation

You can use the Depreciation Details for CI dialog box to change the start date for depreciation
and to select the depreciation method. You can also recalculate depreciation based on different
criteria.
After depreciation has been calculated for an asset, the Depreciated field on the Financials tab on
the CI Information form is set to Yes and the View button is visible.
To modify depreciation

3. In the Accounting Information area, click View. (If you see a Create button instead of a View
button, depreciation has not yet been specified for this record. See Providing depreciation
information (see page 451).)
The Depreciation Details for CI dialog box appears, displaying the depreciation for any
months in which the CI has already been depreciated.
4. Modify any of the following fields:

Method
Useful Life (months)
Depreciation Starts
Salvage Value
For information about these fields, see Providing depreciation information (see page
451).
Note

For charge-back entries for depreciation to work correctly, the same price
must appear in the following fields: Unit Price field on the CI record form,
Related Cost field on the Cost form, and the Total Purchase Cost field on
the Depreciation form.
5. Click Recalculate to recalculate the depreciation for this CI record.

6. Click Yes or OK in any confirmation messages that appear.
Note
If you modify the Total Purchase Cost field on the Depreciation Details for CI
dialog box and click Recalculate, a message indicates that you must manually
update the Total Purchase Cost field on the Financials tab on the CI Information
form.
Providing depreciation information

You can add depreciation information for a CI using one of several depreciation methods. Before
you provide depreciation information, you must create a record for the CI and save the record. You
must also set the status of the CI to either Received or Deployed.
To provide depreciation information
1. Open a CI, as described in Using search (see page 304)

3. Specify a unit price.
4. In the Accounting Information area, click Create.
5. If depreciation has not yet been calculated, the Accounting Information area includes a
Create button. After depreciation has been calculated, this area includes a View button.
6. In the Create CI Depreciation dialog box, for Method, select the depreciation method that
you want to use for this CI.
Select this method If the CI
Straight Line Depreciation Depreciates at a constant value per year
Declining Balance (150%) Depreciates at a constant rate per year, accelerated by a factor of 1.5 (150%)
Double-Declining Balance (200%) Depreciates at a constant rate per year, accelerated by a factor of 2.0 (200%)
Sum of-the-year's Digits Loses more of its value early in its lifetime
7. For Useful Life (months), specify the number of months that you expect this CI to be in
service.
8.
8. For Depreciation Starts, select the date when you want to start calculating depreciation for
this CI.
BMC Asset Management calculates depreciation on the last day of the month prior to the
month you select, even if you select a specific date.
9. If this CI has a salvage value, specify it in the Salvage Value field and select a currency type
from the list.
The salvage value is the estimated value that an asset will realize at the end of its useful life.
BMC Asset Management uses the salvage value in calculating the monthly depreciation
figures. For example, if a laptop costs $4,000.00 and has a useful life of 12 months and a
salvage value of $1,000.00, BMC Asset Management uses $3,000.00 as the fully
depreciated amount. The default amount for this field is $0.
10. Click Compute Depreciation.
11. Click OK in any confirmation messages that appear.
The Depreciated field is now set to Yes, and the Create button is changed to View.
Specifying tax-related values other than depreciation

In addition to depreciation, you can track other tax\-related values for assets. For CI records, you
can provide information about tax credits, book value, and market value.
To specify tax-related values other than depreciation

3. In the Accounting Information area, complete the following optional fields:
Field Description
name
Tax If you have donated this asset, specify the tax credit amount.
Credit
Market Specify the fair market value for this asset. This is the price at which an item can be sold by a willing seller to a
Value willing buyer, neither of whom are under any pressure to buy or sell.
Book Specify the book value (subtracted from the accumulated depreciation from the purchase cost) for this asset.
Value
Working with charge-backs

To implement charge-backs, IT personnel must plan how to implement charge-backs at their
company. They can then work with the application administrator to configure BMC Asset
Management with the appropriate cost centers and time periods.
Configuration administrators specify costs for the current period and they track them against the
appropriate cost centers. Costs are also added by purchase requisitions.

When costs are specified for the current period, financial managers review charge-backs, make
any necessary adjustments, and print charge-back invoices. Financial managers send the charge-
back invoices to the appropriate cost centers for approval, and then send the charge-back
information to the accounting department for posting to the general ledger. After the information is
received by accounting, financial managers close the current period.
Adjusting charge-back entries (see page 453)

Generating a list of charge-back entries (see page 455)
Implementing the charge-back process during each period (see page 455)
Planning and setting up charge-back information (see page 456)
Viewing charge-back entries (see page 456)
Adjusting charge-back entries

You can use the Adjustment dialog box to change charge-back information for assets. For
example, if you discover that you specified the wrong cost for an asset, or if the cost is not
allocated to the correct cost center, you can adjust the entry. You can also provide a reason for
your adjustment.
After you make adjustments to a charge-back entry, two new entries appear at the bottom of the
Charge-back Entries list in the Manage Costs form. The Adjustment column indicates that both of
these entries are adjustments. The first entry has a positive value. The second entry has a
negative value that cancels out the value of the original entry. Both values remain in the table so
that you can keep a record of this adjustment.
Manage Costs form — Charge-back Entries table
Example

For example, if you originally specified a charge-back cost of $150 and did not specify a
cost center code, the cost center is unallocated. To correct the cost center, select the
charge-back entry, click Adjustment, and specify the appropriate Cost Center Code, for
example, W1. After you click Save, you see two new entries at the bottom of the table in
the Manage Costs form. The first entry shows that a cost of $150 is now allocated to the
W1 cost center. The second entry shows the previous, unallocated cost of \-$150.
To adjust charge-back information
1. On the Asset Management console, from the navigation pane, choose Functions > Manage
Costs.
The first time that you open the console for the current period, no information
appears in the Charge-back Entries table. After you click Generate Preliminary
Costing, any current charge-back information appears in the table. You might have
to wait a few minutes for the Manage Costs form to appear.
2. If this is the first time you have viewed charge-back entries for the current period, click
Generate Preliminary Costing.
3. To limit the number of entries that appear in the table, specify criteria for the entries that you
want to see.
To view entries from a different period, specify new values in the Period Start Date
and Period End Date fields.
To view the charge-back entries for a specific cost center, select a cost center, and
click Search.
To view costs that have not yet been billed to a cost center, select Unallocated from
the Cost Center Code field, and click Search.
4. In the Charge-back Entries table, select the charge-back entry that you want to adjust.
5. Click Adjustment.
6. In the Adjustment dialog box, modify the information that you want to change.
You can change the entries in the following fields: Cost Type, Cost Center Code, and
Related Cost. You can also add a reason for your adjustment.
7. Click Save.
New entries appear in the Charge-back Entries list in the Manage Costs form. To indicate
that these entries are adjustments, they display as Yes in the Adjustment column. One of
the entries has a positive value, and the other has a negative value.

Generating a list of charge-back entries

After the configuration administrator specifies costs and charge-backs, the financial manager
generates a list of charge-back entries. This list summarizes charge-back information for a
specified period, including the cost centers billed, cost types, and related costs. The information is
used to generate reports and charge-back invoices.
At the end of the period (but before you close the current period), generate the charge-back entries
to check the information for accuracy. If you find discrepancies, you can make any necessary
adjustments before you print your charge-back invoices.For example, after checking the list, you
might discover that you allocated a cost to the wrong cost center. You can then specify the correct
cost center before you create your invoice.
If you change the cost information after you generate the list, you can regenerate the list to refresh
the data. When you regenerate the list, you can choose to discard or preserve your changes. If you
have split cost centers, you can calculate the entries for these cost centers. For more information
about split cost centers, see The charge-back cycle (see page 155).
To generate a list of charge-back entries
Costs.
The Manage Costs form appears. The first time that you open the form for the current
period, no information appears inthe Charge-back Entries table. After you click Generate
Preliminary Costing, the table lists charge-back entries.
2. In the Period Start Date and Period End Date fields, specify the start date and end date for
the current period.
3. Click Generate Preliminary Costing. If you have already generated the list for the current
period, respond to any confirmation messages that appear:
If you have already generated the list for the current period, to create the list again,
click Yes.
If you made adjustments to any entries since you last generated the list, to preserve
the adjustments,click Yes. To discard the adjustments, click No.
The table now lists charge-back entries. The next time that you open the Manage Costs
form for the current period,charge-back entries appear in the table.
Implementing the charge-back process during each period

Follow these steps to implement the charge-back process during each period.
1. Specify costs for the current period. See Working with costs.
2. At the end of the period, generate preliminary charge-back reports and make any necessary
adjustments. See Generating a list of charge-back entries (see page 455), Generating
charge-back reports (see page 458), and Adjusting charge-back entries (see page 453).
3. Generate and print charge-back invoices. See Generating charge-back invoices (see page
460).
4.
4. Send the charge-back invoices to the appropriate business units for verification and
approval.
5. Send the final charge-back invoices to your company's accounting department.
6. At the end of the period, close the period. See Closing the current period (see page 464).
Planning and setting up charge-back information

Follow these steps to plan and to set up charge-back information.
1. Plan how to implement cost centers and the charge-back process at your company:
a. Determine the cost centers at your company. Determine whether any cost centers
split their costs with other cost centers (target cost centers). See The charge-back
cycle (see page 155).
b. Decide which employees must belong to each cost center.
c. Plan appropriate time periods for implementing charge-backs.
2. Work with the application administrator to configure BMC Asset Management with the
information from step 1. The administrator must complete the following tasks:
a. If necessary, set up cost centers for the company, including split cost centers.
b. Add all application users to appropriate cost centers.
c. Set up appropriate time periods for implementing charge-backs.
For information about configuring BMC Asset Management, see Configuring after installation (see
page 172).
Viewing charge-back entries

You view charge-back information for assets in the Manage Costs form. The first time that you
open the console for the current period, generate a list of charge-back entries. For more
information see Generating a list of charge-back entries (see page 455).
To view charge-back information
Costs.
The Manage Costs form appears.
The first time you open the dialog box for the current period, no entries appear in the table.
After you click Generate Preliminary Costing, the entries appear in the table.
2. If this is the first time you have viewed charge-back entries for the current period, click
Generate Preliminary Costing.
3. The Charge-back Entries table now lists charge-back entries.

4. To limit the number of entries that appear in the table, specify criteria for the entries that you
want to see.
5. To view entries from a different period, specify new values in the Period Start Date and
Period End Date fields.
6. To view the charge-back entries for a specific cost center, select a cost center, and click
Search.
7. To view costs that have not yet been billed to a cost center, for Cost Center Code, select
Unallocated, and click Search.
8. In the Charge-back Entries table, select the charge-back entry that you want to view, and
click View.
Generating charge-back reports and invoices

After the configuration administrator specifies charge-back costs, the financial manager can
generate reports to track information and to find entries that might need to be adjusted.
The financial manager can then make any necessary adjustments and generate invoices to give to
the appropriate cost centers. After the invoices are accepted, the financial manager can forward
them to the company's accounting department for approval.
The financial manager generates charge-back reports and invoices with the Cost Management
Reports dialog box. For all reports, you can change the title of the report and add a subtitle. For
example, if you generate an invoice for a cost center called W1, you might use the following title
and subtitle:
Title: Charge-back Invoice for Cost Center W1

Subtitle: Q4 2003
You can also change the currency type that is used to calculate charge-back values. For some
reports, you can specify a charge-back percentage to add to the base cost.

After you generate reports, you can view them onscreen, print them, or save the file to another
format.
For more information about the types of reports you can generate, see Types of charge-back
reports (see page 463).
Generating charge-back reports
Financial managers use the Cost Management Reports dialog box to generate reports to check
charge-back information. For example, you can generate an Unallocated Report to determine
whether any costs have not yet been billed to a cost center. If you find unallocated costs, you can
assign them to appropriate cost centers. You can generate the following types of reports: Charge-
back Invoice, Charge-back Summary, Cost Incurred from Source, Unallocated Report, and
Adjustment Report.
After you view charge-back reports, you can make any necessary modifications to the charge-back
information for the current period. Then you can generate charge-back invoices to send to other
departments for approval at the end of each period.
To generate a report
Costs.
2. In the Manage Costs form, if you have not yet generated charge-back entries for the current
period, follow the procedure in Generating a list of charge-back entries (see page 455).
3. Click Reports.
4. In the Cost Management Reports dialog box, select the company.
5. If you have not made any changes to charge-back entries for the current period, skip to step
8 to print the report. If you have made changes to charge-back entries, select one of the
following options from the Generate Option field. These options generate charge-back
entries for split cost centers. You can retain or discard any adjustments that you made in the
current period.
Preserve Adjustments — If you want to retain changes made to charge-back entries
in the current period
Remove Adjustments — If you want to discard changes made to charge-back entries
in the current period. To generate a record of adjustments before you remove them,
generate an Adjustment Report before you select this option.
Calculate Split Allocation for Adjustments — If you made changes to split cost
centers in the current period
Note

If your charge-back entries include split cost centers, you do not see
information about these cost centers in the table. Details about split cost
centers appear in the Allocation To and Allocation From rows in the
following reports: Charge-back Invoice, Charge-back Summary, and Cost
Incurred from Source.
6. Click Generate Costing Entries.

7. Respond to the confirmation message by clicking OK.
The most recent process that you have run appears in the top of the Process Log table. If
the table includes an entry with a status of Done With Message, for more information, you
can view the process messages. See Viewing and printing process messages (see page 462
).
8. Click the Step 2: Print Reports tab.
9. Select options for the report.
For Period Start Date and Period End Date, specify the dates for the beginning and
the end of the period for which you want to print the report.
If you want the report to include information for a specific cost center, specify the
name of the cost center. If you want it to include information for all cost centers, leave
the Cost Center field blank.
10. For Report, select the type of report you want to generate:
Charge-back Invoice — Creates an invoice for the charges made to cost centers,
including charge-back percentage
Charge-back Summary — Lists the total charges made to cost centers, including
charge-back percentage
Cost Incurred from Source — Lists the base costs charged to cost centers, without
including a charge-back percentage
Unallocated Report — Summarizes the costs that have not been billed to any cost
center, and lists records that still have the default value of Unallocated in the Cost
Center Code field
Adjustment Report — Lists the adjustments that have been made for the current
period
11. Click Print Report.
12. In the Enter Values dialog box, for each of the fields in this form, select the value that you
want to change.
Type the new value in the Enter a Value field. You must complete each field, or the report is
not generated.
To change the title, type a new name for the report.
To add a subtitle, type a subtitle for the report.
To change the currency type used to calculate charge-back costs in this report, select
a new currency and a value.
To define a charge-back percentage for reports that support this value, select a
percentage and type a value.
13.
13. Click OK.

The report appears.
14. Select an option for the report:

To print the report, click the Print Report icon at the top of the window.
To export the report to another format, click the Export Report icon at the top of the
window. In the Export dialog box, select a format for the data and a destination for
the file, and click OK.
To scroll through the onscreen data, click the navigation icons at the top of the
window.
To close the report window, click the close box in the report window.
Generating charge-back invoices

At the end of each period, the financial manager can generate charge-back invoices to send to
other departments.
Before you generate the final charge-back invoices, you can generate other reports to check the
information. For example, you can run the Unallocated Report to determine whether any costs are
not yet allocated to a cost center. You can then make adjustments to the cost centers so that these
charges are included in the charge-back invoice. See Generating charge-back reports (see page
458).
To generate charge-back invoices
Costs.
2. In the Manage Costs form, if you have not yet generated charge-back entries for the current
period, follow the procedure in Generating a list of charge-back entries (see page 455).
3. Click Reports.
4.
4. In the Cost Management Reports dialog box, select a company.

If you have not made any changes to charge-back entries for the current period, skip to step
8 to print the invoice. If you have made changes to charge-back entries, select an option
from the Generate Optionfield. These options generate charge-back entries for split cost
centers. You can retain or discard any adjustments that you made in the current time period.
Preserve Adjustments — Retains any changes that you made to charge-back entries
in the current period. This updates the charge-back entries for the current period and
retains any adjustments.
Remove Adjustments — Discards any changes you made to charge-back entries in
the current period. This removes any adjustments for the current period, and
regenerates the charge-back entries based on the cost entries for the current period.
To generate a record of adjustments before you remove them, generate an
Adjustment Report before you select this option.
Calculate Split Allocation for Adjustments — Generates charge-back entries based
on adjustments to split cost centers.
Note
If your charge-back entries include split cost centers, you do not see information
about these cost centers in the table. Details about split cost centers appear in the
Allocation To and Allocation From rows in the Charge-back Invoice.
5. Click Generate Costing Entries.

6. Respond to the confirmation message by clicking OK.
The most recent process that you have run appears in the top of the Process Log table. If an
entry appears with a status of Done With Message in the Process Log table, you can view
the process messages to get more information. See Viewing and printing process messages
(see page 462).
7. Click the Step 2: Print Reports tab.
8. Select options for the invoice.
For Period Start Date and Period End Date, specify the dates for the beginning and
the end of the period for which you want to print the invoice.
If you want the invoice to include information for a specific cost center, specify the
name of the cost center. If you want it to include information for all cost centers, leave
the Cost Center field blank.
9. For Report, select Charge-back Invoice.
Note
You can also generate other reports. See Generating charge-back reports (see
page 458).

10. Click Print Report.

11. In the Enter Values dialog box, for each of the fields in this form, select the value that you
want to change. Type the new value in the Enter a Valuefield. You must complete each field,
or the report is not generated.
To change the title, click Report Title and type a new name for the invoice.
To add a subtitle, click Report Subtitle and type a subtitle for the invoice.
To change the currency type used to calculate charge-back costs in this invoice,
select a new currency.
To change the charge-back percentage used to calculate charge-back costs in this
invoice, select a percentage and type a value.
12. Click OK.
13. The Report Preview window appears, displaying the invoice you created.
14. Select an option for the invoice:

To print the report, click the Print Report icon at the top of the window.
To export the report to another format, click the Export Report icon at the top of the
window. In the Export dialog box, select a format for the data and a destination for
the file, and click OK.
Viewing and printing process messages

If BMC Asset Management encounters any potential problems when you generate charge-back
information, the Charge Back Status dialog box displays a process message. A process message
alerts you to information that might need attention, but it does not necessarily indicate an error. If
you make changes to costs or cost centers for past time periods, or if you delete cost entries,
process messages appear.
For example, suppose that you generated an invoice last month to bill a department for a $100
purchase. After you closed the current period, you discovered that the actual cost was $1,000. You
then modified the information in the Costs dialog box by changing the incurred date and the cost.
After that, you generated a new invoice for the current period, and sent it to the department to get
reimbursed for the rest of the cost.
When you generated the new invoice, you would see a process message indicating that you
modified an entry from a past period. You can disregard this process message because it does not
indicate an error. In this case, you intended to change costs from a previous period.

You can use the Cost Management Reports dialog box to view and print any available process
messages.
To view and print process messages
Costs.
2. In the Manage Costs form, click Reports
3. In the Cost Management Reports dialog box, if you have not yet generated charge-back
entries for the current period, follow the procedure in Generating a list of charge-back entries
(see page 455).
A status entry in the Process Log table beginning with Done indicates process messages. A
message might also appear in the Process Message column.
4. Select a company.
5. Select an item in the Process Log table.
6. Click View Process Messages.
The Process Status Messages dialog box appears. Any process messages appear in the
Process Message field.
7. To print a report of the process messages, click Print Process Messages.
8. For each of the fields in this form, select the value that you want to change in the list, and
then type the new value. You must complete each field, or the report is not generated.
To change the title of the report, select Report Title and specify a value in the Value
field.
To add a subtitle, select Report Subtitle and specify a value in the Value field.
9. Click OK.
10. Select an option for the report:
To print the report, click the printer icon at the top of the window.
To export the report to another format, click the envelope icon at the top of the
window. Then select a format for the data and a destination for the file and click OK.
Types of charge-back reports

You can generate the following types of reports:
Charge-back Invoice — Provides a detailed list of charges to cost centers, including any
charge-back percentage. At the end of each period, you can send this type of report to other
departments for approval. Then you can send the final invoice to your company's accounting
organization.
For each cost center, the invoice lists the category of the asset and the amount charged. For
split cost centers, it also provides information about how charges are allocated for source
cost centers and target cost centers.
Charge-back Summary — Lists the total charges made to cost centers, including charge-
back percentage. For split cost centers, it also provides information about how charges are
allocated for source cost centers and target cost centers. This type of report gives the
following details: total direct cost, allocation to, and allocation from.

Cost Incurred from Source — Lists the base costs charged to cost centers. This type of
report is similar to the Charge-back Summary report, but does not include charge-back
percentage.
Unallocated Report — Summarizes costs that have not been billed to any cost center, and
lists records that still have the default value of Unallocated in the Cost Center Code field.
Before you generate charge-back invoices for each period, you can run this report to
determine whether any costs are unallocated. You can then assign these costs to the
appropriate cost centers.
Adjustment Report — Lists any adjustments that have been made for the current period.
You can run this report to keep a record of your adjustments before you remove
adjustments in the Manage Costs form.
Note
If your charge-back entries include split cost centers, you can view information
about the split cost centers in the Allocation To and Allocation From rows in the
following reports: Charge-back Invoice, Charge-back Summary, and Cost Incurred
from Source.
Closing the current period

After financial managers generate charge-back invoices, they send the invoices to the appropriate
cost centers for approval. When the invoices are accepted, they send them to the company's
accounting department.
For more information about the charge-back process, see Working with charge-backs (see page
452).
After these procedures are completed, the financial manager's final task for the period is to close
the current period. Closing the current period locks the charge-back entries for this period so they
cannot be modified. You can still make adjustments for past charge-back entries, though, and you
can still generate reports from the entries.
The financial manager uses the Cost Management Reports dialog box to close the current period.
The start date is reset to the first day of the next period for all types of time periods. If the
administrator has configured the period as Monthly or Quarterly, the end date is automatically
generated. If the period is configured as Manual, you must select the end date for the new period.
To close the current period
Costs.
2. In the Manage Costs form, click Reports.
3. In the Cost Management Reports dialog box, click the Step 3: Close Current Period tab.
4.
4. Click Close Current Period.

5. To close the current period, in the confirmation message, click Yes.
If the time period is configured as Monthly or Quarterly, the next time period begins
automatically. If the period is configured as Manual, the Current Charge Back Dates dialog
box appears, and you must specify an end date for the new period.
Managing asset inventory

This section describes how to track and manage configuration items (CIs) that are in inventory and
available for deployment.
Before you can track inventory, you must add items to inventory.
To add a bulk item to inventory, you must create a Bulk Inventory CI (see page 465) and an
Inventory Location CI (see page 466), and then relate the two (see page 467). Bulk
inventory items are CIs that you order in quantity, such as power cables.
To add a CI to inventory (see page 468), change the Status field on the CI record to In
Inventory, and then designate a location.
After items are in inventory, you can view, relocate, and reserve and use CIs and bulk inventory
items.
Creating bulk inventory CIs (see page 465)

Creating inventory location CIs (see page 466)
Placing bulk CIs in inventory (see page 467)
Placing non-bulk CIs in inventory (see page 468)
Viewing inventory locations (see page 468)
Relocating CIs (see page 469)
Reserving and using inventory (see page 469)
For additional information about importing In Inventory assets, you can view the BMC Communities
blog post, Importing In Inventory assets.
Creating bulk inventory CIs

When creating CI entries for a large number of items, you do not need to create a record for each
individual item. Instead, you can classify bulk items by the type of item, for example, cables or
printer cartridges. After you create these records, you manage your bulk item quantities and your
storage locations from the Manage Inventory form. You can then indicate the quantity and the base
unit, as defined by the application administrator. You can also set notifications for reorder when the
item reaches the specified reorder quantity.
You create Bulk Inventory and Inventory Location CIs from the Select a CI Type dialog box. For
more information, see Adding bulk inventory to a storage location and Managing asset inventory
(see page 465).

Note
Bulk inventory items are not tracked by a separate record for each item. Instead, bulk
items are tracked by quantities of the item type. For example, cables used to connect
desktop computers to the network do not require individual records but rather, one record
for a bulk quantity of the specific cable type.
To create a bulk inventory CI
CIs.
2. In the Select a CI Type dialog box, from the Type list, select Bulk Inventory > Bulk Inventory,
and click Create.
3. In the Bulk Inventory form, complete the following required fields:
CI Name Enter the name of the bulk inventory item, for example, Microsoft Windows XP.
Tier 1, Tier 2, and Tier 3 Categorize the item, as described in Categorizing CIs (see page 326).
Received Quantity Enter the number of items received.
4. Click Save.
Creating inventory location CIs

After you create your bulk inventory CIs, create inventory locations in which to place them.
To create an inventory location CI
CIs.
2. In the Select a CI Type dialog box, from the Type list, select System > Inventory Location,
and click Create.
3. In the Inventory Location form, in the CI Name field, specify the location name.
4. Complete the other, optional fields.
Note
If CIs related to this inventory location were created from a purchase requisition,
they appear on the Inventory Transactions tab.
5. Click Save.

Placing bulk CIs in inventory

After you create your Bulk Inventory CIs, add them to an inventory location for which you must
specify the location or locations for them.
Tip
If you do not see a location, make sure that the CI has a CI type of inventory location, and
not physical location. For information about creating inventory locations, see Creating
inventory location CIs.
To place bulk CIs in inventory
CIs.
2. In the Select a CI Type dialog box, from the Type list, select Bulk Inventory > Bulk Inventory,
and click Search.
3. From the search results, open the bulk CI.
4. On the Inventory Location tab, click Add.
5. In the Search Inventory Locations dialog box, specify the search criteria and click Search.
6. From the Results List table, select a location and click Relate.
A message appears stating that the selected inventory location has been related to the bulk
inventory record.
7. In the message about the relationship, click OK.
On the Bulk Inventory form, the Inventory Location tab lists each of the related locations.
8. If the inventory is stored in multiple locations, for each location, repeat step 6 and step 7.
9. Click Close.
On the Bulk Inventory form, the Inventory Location tab lists each of the related locations.
10.
10. Click the Quantity Per Location field for a location, and type the quantity in that location.
Continue to enter the quantity for each location, until all the quantity in stock for the bulk CI
is accounted for.
11. Click Save.
Placing non-bulk CIs in inventory

You can place non-bulk CIs that you want to manage in inventory by changing the status of the CI
to In Inventory, and then designating a location for that CI.
To place non-bulk CIs in inventory

2. From the Status list, select In Inventory.
3. Click OK in the confirmation message that appears.
4. In the Search Inventory Locations dialog box, from the Location list, select a location, make
sure other values are correct, and click Search.
5. Select a location and click Return.
6. In the CI Information form, click Save.
Viewing inventory locations

You can view the locations of all of your configuration items (CIs) from the Manage Inventory dialog
box. If the status of the CI is In Inventory, the Inventory Location field is displayed under the CI
Information section of the CI form.
To view inventory locations
Inventory.
2. Specify your search criteria, and click Search.
3. Select a CI or bulk inventory item from the table, and click View Location.
4. In the Inventory Location form, view the CIs in the inventory.

Relocating CIs
You can relocate CIs or bulk inventory items from one location to another.
To relocate CIs
Inventory.
2. In the Manage Inventory dialog box, specify your search criteria, and click Search.
3. Select the CI or bulk inventory item that you want to relocate, and click Relocate CIs.
4. In the Search Inventory Locations dialog box, from the Location list, select the location
where you want to relocate the CI. If necessary, delete the default Company and Support
Company values. Click Search.
5. Select the location where you want to relocate your CI.
6. In the Quantity field, specify the number of CIs that you want to relocate.
7. Click Relocate.
Reserving and using inventory

You can reserve and use the CIs and bulk inventory items that are in inventory.
To reserve and use inventory

On the Asset Management console, from the navigation pane, choose *Functions > Manage
Inventory*.{multi-excerpt}
Inventory.
2. In the Manage Inventory dialog box, specify your search criteria, and click Search.
3. Select the CI or bulk inventory item that you want to reserve and use.
4. Click the Transaction Qty column and specify the number of CIs or bulk inventory items that
you want to use.
5. Click Reserve/Use Inventory.

The number of CIs or bulk inventory items in the Qty in Stock column is reduced by the
number reserved and used. The number in the Trans Qty column is cleared. If you reserve
the total number in stock, the item is removed from the table.

Performing bulk updates

You can use the bulk update feature in BMC Asset Management to modify CIs that require many
concurrent changes.
Relating people through bulk updates (see page 470)

Updating CI locations through bulk updates (see page 470)
Note
You can perform many-to-one or one-to-many bulk updates. You cannot perform many-to-
many bulk updates.
Relating people through bulk updates

You can use the bulk update feature to relate people to CIs.
To relate people through a bulk update
1. In the navigation pane of the Asset Management console, choose Functions > Manage Bulk
Updates.
2. In the Manage Bulk Updates dialog box, in the CI Search Criteria area, specify your search
criteria, and click Search.
3. In the People Search Criteria area, specify your search criteria, and click Search.
4. From the CI Search Results table, select the CIs you want to relate to a person. Or, select
one CI to relate to several people.
5. From the People Search Results table, select the people records that you want to relate to a
CI. Or, select one person to relate to several CIs.
6. From the Role list, select the role you want the person or people, who are assigned to this
CI, to perform.
7. Click Relate.
8. In the confirmation message, click OK.
Updating CI locations through bulk updates

You can use the bulk update feature to update CI locations.
Tip

The software license management feature requires that the Company field is completed
for software CIs. If you are managing site licenses, you must complete the Site field for
computer system CIs. If these fields are not completed by your discovery products, you
can use the bulk update feature to update the Company and Site fields in bulk.
To update CI locations through bulk updates
1. In the navigation pane of the Asset Management console, choose Functions > Manage Bulk
Updates.
2. In the Manage Bulk Updates dialog box, in the CI Search Criteria area, specify your search
criteria, and click Search.
3. From the table, select all the CIs for which you want to change a location, and click Update
CI Location.
4. In the Relocate CIs dialog box, from the Company, Region, Site Group, and Site lists, select
a new location for the CIs you selected.
5. Click Save.
6. In the confirmation message dialog box, click Yes.
Note
In a multitenancy environment, when CIs are updated using bulk inventory, if you change
the company, the product categorizations may not apply to the new company. To ensure
that the product categorizations get applied to the new company, you must run the
Normalization Engine.
Using the configuration catalog

This section describes how to use the configuration catalog in BMC Asset Management to set up
and manage approved configurations in your company.
Configuration administrators and application administrators use the configuration catalog to define
approved configurations to be used for people and groups within a company.
For example, a salesperson's configuration might consist of a laptop, a personal digital assistant
(PDA), a keyboard, a mouse, and a printer. You can add this configuration to the configuration
catalog as the salesperson approved configuration.
Each of the approved configurations in the configuration catalog contains items. The items in a
configuration are not CI records. A CI record represents an actual item in your IT environment,
such Joe Unser's laptop. The items in a configuration outline the components that comprise the
configuration. Some items might be tracked as CIs in BMC Atrium CMDB (for example, a laptop).

Other items might be tracked as bulk inventory (for example, a mouse). After you add items to a
configuration, you must relate the corresponding CI records to the configuration. By relating the CI
records to a configuration, you can keep track of which CIs are deployed in the configuration.
Configuration diagram
On the effective date of a new configuration, the following actions occur:
Approved configurations become active.

Previous versions of the configuration become inactive.

Obsolete configurations are deleted from the database.
Use the configuration catalog to help accomplish the following tasks:
Make sure that only approved configurations are deployed — New configurations must be
approved before they are deployed. If BMC Change Management is installed, approvers can
use it to approve configurations. If BMC Change Management is not installed, approvers
can approve configurations manually.
Approved configurations serve the following purposes:
Help IT specialists to troubleshoot problems. Any CIs that are not included as part of
the approved configuration for that user might be contributing to the problem.
Help the configuration administrator determine how many systems are out of
compliance or how many systems have previous configurations.
Check inventory — When you require an approved configuration, use the configuration
catalog to check whether the items are in inventory, and to reserve the required items. For
example, when a new salesperson is hired, you can check that items for the salesperson
approved configuration are in inventory.
Submit purchase requisitions — You can access configuration functionality when creating a
purchase requisition, and can access purchase requisition functionality when checking a
configuration.
When creating a purchase requisition, you can select a configuration in the
configuration catalog to order. For example, when a new salesperson is hired, the
manager can submit a purchase requisition for items that are not in inventory.
When checking inventory for a configuration, you can create purchase requisitions for
CIs that are low in inventory or that must be replaced because they are damaged or
obsolete.
Review configurations — You can schedule a review of configurations. You might review
active configurations on a weekly, monthly, or yearly basis. You can use this review to find
configurations that have outdated hardware or software. When you review a configuration,
you can create a new version of the current configuration and relate all new CIs. For details,
see Generating a review schedule (see page 479).
This section describes the following topics:
Viewing configurations (see page 474)

Adding a configuration (see page 474)
Relating CIs to a configuration (see page 477)
Generating a differences report (see page 478)
Modifying a configuration (see page 478)
Generating a review schedule (see page 479)
Creating a new version of an active configuration (see page 481)
Creating a configuration from a copy (see page 482)

Viewing configurations
Configuration administrators and application administrators set up configurations.
To view configurations
Configurations.
2. In the Manage Configurations dialog box, select a configuration, and click View.
The Configuration Information form displays details about the configuration. For active
configurations, you can view the list of CIs that are related to the configuration (the Related
CIs tab is not active for inactive configurations).
Adding a configuration
Configuration administrators and application administrators can add configurations to the
configuration catalog.
After you add a configuration, you can:
Add items to the configuration (see page 475)

Create items to be added to the configuration (see page 476)
Change the unit type and number of items (see page 476)
To add a configuration
Configurations.
2. In the Manage Configurations dialog box, click Add.
3. In the Configuration Information form, provide general information about the configuration at
the top of the form by completing the following fields:
Note
If you plan to make changes to the configuration after you save it, you can leave
the Approval Status as Not Submitted. After you complete the configuration, you
must change the Approval Status to Pending Approval to submit the configuration
for approval.
Field Description
name
ID Specify a unique alphanumeric ID for the configuration.

Field Description
name
Description Provide a description of the configuration.
Effective Specify the date that the configuration becomes active.

Date
Approval To submit the configuration for approval, select Pending Approval.

Status
Name Type the name of the configuration.
Schedule You can specify a review schedule for active and approved configurations only. To specify a technology
Name review schedule, perform the following steps:
a. Click this field and press Enter.
b. To create a schedule, click Create Schedule Information, complete the schedule criteria, and click
Save.
c. Select the schedule and click Relate Selected Schedule.
Company Select the company that owns the configuration.
Region Select the region where the configuration is deployed.
Site Group Select the site group where the configuration is deployed.
Site Select the site where the configuration is deployed.
Notes Add special notes about the configuration.
4. Click Save.
Adding items to the configuration

Items in a configuration are not CIs, but they represent the CI and bulk inventory records in the
configuration. You can add items to configurations that have a status of Proposed or an Approval
Status of Not Submitted or Pending Approval.
After you add items to a configuration, you can relate CIs to the configuration that correlate to the
items in the configuration. You can relate CIs only to configurations that are active and approved.
To add items to the configuration
Configurations.
2. In the Manage Configurations dialog box, select a configuration to which you want to add
items, and click View.
3. In the Configuration Information form, click the Items tab, and click Add.
4. In the Searching for Items dialog box, specify your search criteria, and click Search.
5. To view the details of a particular item before adding it, select the item and click View. After
you have reviewed the item, click Close.
6. Select the items that you want to relate, and click Relate.
7. Click Save.

Creating items to add to a configuration

If the items that you want to add to the configuration are not available, you can create them.
To create an item to add to a configuration
Configurations.
2. In the Manage Configurations dialog box, select the configuration to which you want to add
items, and click Add.
3. In the Configuration Information form, click the Items tab.
4. Specify an ID, effective date, and description, and click Add.
5. In the Searching for Items dialog box, click Create.
6. In the Item Information form, complete the following fields:
Item ID Specify a unique alphanumeric ID for the item.
Description Provide a description of the item.
Status Keep the default choice of Active.
Company Select the company to which this item belongs.
CI Type Select the CI type.
Tier 1 Use the Tier fields to categorize the item, as described in Categorizing CIs (see page 326).
Tier 2
Tier 3
Item Name Specify the name of the item.
Supplier Name Specify the name of the company that supplied the item to your company.
Part Number Specify the part number of the item.
Unit Price Specify the unit price of the item. Select a currency code from the list next to the Unit Price field.
Notes Add notes about the item.
7. Click Save.
8. In the Searching for Items dialog box, select the new item, and click Relate.
9. In the Configuration Information form, click Save.
Changing the unit type and the number of items

After you have added items to the configuration, you can change their unit type and the number of
the items. You can make this change to correct or update a configuration.
To change the unit type or the quantity of an item
Configurations.
2.
2. In the Manage Configurations dialog box, select a configuration for which you want to
change items, and click View.
3. In the Configuration Information form, in the Items table, click the Unit Type column and
select either Quantity or Length.
Quantity refers to the number of items in the configuration. Length refers to the length of a
bulk item, such as a cable.
4. Click one of the numbers in the Number column and specify a new quantity or a new length.
5. To recalculate the grand total, click Recalculate.
6. Click Save.
Relating CIs to a configuration

By relating the CI records to an approved configuration, you can keep track of which CIs are
deployed in the configuration.
Before you can relate CI records to a configuration, the configuration must:
Have items that correspond to the CI records

Be active and approved
Each CI can be deployed in only one configuration. You can relate multiple CIs to a configuration,
but you can relate only one configuration to a CI. If you relate a CI to a configuration, the
configuration replaces any existing configuration for the CI.
To relate a CI to a configuration
Configurations.
2. In the Manage Configurations dialog box, select an active and approved configuration to
which you want to relate a CI, and click View.
3. In the Configuration Information form, click the Related CIs tab, and click Add.
4.
4. In the message bar at the top of the screen, the following warning si displayed:
If you relate a CI to a configuration, the configuration replaces
any existing configuration for this CI.
5. Click the X at the end of the message.
6. In the Searching for Configuration Items dialog box, from the Search For list, select a CI
type.
7. Optionally, you can limit the search results by making additional selections, such as
selecting a CI status.
8. Click Search.
9. Select the CIs that you want to relate to the configuration, and click Relate Selected CI.
10. Click Save.
Generating a differences report

The differences report indicates the difference between what is in a configuration and the CIs
related to it. For example, you might have a configuration that contains a laptop, mouse, keyboard,
and docking station. If the keyboard is not the same type of keyboard as specified in the related
configuration, the differences report shows this. This report helps you determine who is software
and hardware compliant.
To generate a differences report

3. In the Configuration Information dialog box, click View Differences.
In the Comparison of CI to Items in Configuration dialog box, the name of the configuration
appears in the Configuration field. Any related CIs appear in the table. The Authorized
column shows whether the CI is authorized for this configuration.
Modifying a configuration
The status and the approval status of a configuration determine what you can modify, as indicated
in the following table.
Configuration status and modifying the configuration
Status Approval status You can modify
Proposed Not Submitted All the fields in the configuration
All the fields in the configuration
Pending Note: When you save your changes, the configuration is submitted for approval again and the
Approval Approval Status remains set to Pending Approval. If you do not want the configuration to go out for
Rejected approval again, you must change the Approval Status back to Rejected before you save the
configuration.
Approved Any

You can relate or remove related CIs, but not items. You can edit any of the following fields:
Status, Schedule Name, and Notes.
To modify a configuration
Configurations.
2. In the Manage Configurations dialog box, select the configuration that you want to modify,
and click View.
3. In the Configuration Information form, make your changes, as indicated in the following
table:
Type of change Action
Modify the Make changes to the fields. Depending on the particular configuration, you might not be able to
configuration change all fields.
information.
Remove items. You can remove items from a configuration without deleting the item record from the database.
From the Items table, select the items you want to remove, and click Remove.
Remove CIs. You can remove CIs from a configuration without deleting the CI from the database. Click the
Related CIs tab. Then select the CIs you want to remove and click Remove.
4. Click Save.
Generating a review schedule

You can use the configuration catalog to set up review schedules. Use review schedules to review
active configurations on a monthly, weekly, or yearly basis. You can review configurations that
might contain outdated hardware or software. When you review a configuration, you can create a
new version of the current configuration and relating all new CIs.
After you generate a review schedule, you can perform the following tasks:
Relate additional configurations to a review schedule (see page 480)

Remove configurations from a review schedule (see page 480)
Mark a review as in progress or completed (see page 481)
To generate a review schedule
Configurations.
2. In the Manage Configurations dialog box, select an active and approved configuration, and
click View.
3. In the Configuration Information form, click the Schedule Name field and press Enter.
4. In the Select Schedule dialog box, click Create Schedule Information.
5. In the Schedule Criteria form, complete the following fields:

5.
Schedule Name Specify the name of the schedule.
Schedule Description Provide a short description of the schedule.
Schedule Type Leave the default value, which is Review Schedule.
Frequency Select how often you want the configuration to be reviewed (for example, monthly).
Period
Lead Time in Days Specify the number of days in advance you want someone to be notified.
Notification Company Specify the name of the company assigned to perform the review.
Notification Support Organization Specify the name of the organization assigned to perform the review.
Notification Support Group Specify the name of the group assigned to perform the review.
Notification Contact Specify the name of the contact assigned to perform the review.
6. Click Save.
7. In the Select Schedule dialog box, select the review schedule that you created, and click
Relate Selected Schedule.
The schedule appears in the Schedule Name field in the Configuration Information form.
The next review date appears in the Next Review Date field.
Relating additional configurations to a review schedule

You can relate configurations to a review schedule. You can apply the same schedule to several
configurations at one time.
To relate additional configurations to a review schedule
Configurations.
click View.
3. Click the Schedule Name field, and press Enter.
4. In the Select Schedule dialog box, select a review schedule from the table, and click View.
5. In the Schedule Criteria form, in the Configuration Information area, click Add.
6. In the Searching for Configurations dialog box, specify your search criteria, and click Search
.
7. Select the configurations that you want to relate to the review schedule, and click Relate.
In the Schedule Criteria form, the configurations that you related appear in the Configuration
Information table.
Removing configurations from a review schedule

You can remove configurations from a review schedule.

To remove configurations from a review schedule
Configurations.
click View.
3. In the Configuration Information form, click the Schedule Name field and press Enter.
The Select the schedule(s) to be related dialog box appears.
4. Select a review schedule from the table, and click View.
5. In the Schedule Criteria form, select the configurations that you want to remove, click
Remove, and then click Save.
Marking a review as in progress or completed

If you are the person responsible for reviewing the configurations, you can change the status of the
review to In Progress or Completed.
To mark a review as in progress or completed
Configurations.
click View.
3. In the Configuration Information form, next to the Next Review Date field, click View.
4. In the Schedule Information form, from the Status list, select In Progress or Completed.
5. Click Save.
Creating a new version of an active configuration

To update some of the items in the configuration, you can create a new version of an active
configuration. For example, you might want to upgrade the operating system installed on your
workstations, or you might need to replace some 300 MHz computers.
Note
All previous versions of a configuration are retained until the Status is set to Obsolete.
You can create only one new version of an active configuration.
To create a new version of an active configuration
Configurations.
2.
2. In the Manage Configurations dialog box, select the active and approved configuration from
which you want to create a new version.
3. Click Create New Version.
The Configuration Information form appears, and the Version field updates to reflect the new
version (version 2).
4. In the Description field, update the description of the new version.
5. From the Effective Date calendar, select when you want the new version to become active.
6. Use the Schedule Name field to generate a schedule for the new version or modify the
current schedule.
7. Add new items or remove items from the Items table, then click Save.
Creating a configuration from a copy

If the new configuration that you want to create is similar to an existing one, you can create a copy
of the existing configuration. For example, you might want to create a new configuration for quality
assurance engineers that contains most of the same items in a configuration for software
developers. Creating a copy eliminates having to add items to the configuration again.
To create a new configuration from a copy
Configurations.
2. In the Manage Configurations dialog box, select the configuration from which you want to
create a new configuration, and click Copy.
In the Configuration Information form on the Items tab, the items from the configuration that
you copied appear. You also see the region and site information from the copied
configuration.
3. Complete the fields in the new configuration.
4. If necessary, click Add or Remove to add or remove items.
5. Relate CIs to the new configuration after it is approved, as described in Relating CIs to a
configuration (see page 477).
6. Click Save.
Using BMC Atrium Service Context
Note
To use BMC Atrium Service Context, the BMC applications and BMC Atrium Core must
be configured to support it. For information about the configuration procedures, see
Configuring BMC Atrium Service Context for BMC Remedy ITSM applications.
This topic provides the following information:

To use the Service Context Summary window, you must belong to at least one of the following
permission groups:
Asset User (when working from BMC Asset Management)

Work Order User (when working from BMC Service Request Management)
Incident User or Problem User (when working from BMC Service Desk)
Infrastructure Change User or Release User (when working from BMC Change
Management)
BMC Atrium Service Context provides information for business service, application, and computer
system CIs. See Adding support staff for instructions about how to add people to permission
groups.
You can also see summary information about CIs that are related to the business service, but you
must have view permissions for each related CI to see details about those CIs. If you cannot use
the BMC Atrium Service Context feature, ask your system administrator to ensure that you have
the correct permissions.
Notes
BMC Atrium Service Context displays information about the CI related to the record you
are currently viewing. The types of information shown can include new work orders,
recently completed changes, recent open incidents, related outage records, and so on. In
addition, you can see CIs that are related to the business service, which helps you to
understand the relationship that the business service has with its environment.
The time threshold that determines how recently the recent changes, recent incidents, or
new work orders were made or submitted, as well as the criteria used to determine other
information types is configurable. Contact your system administrator for information about
how the content of the information types is determined.
Understanding this relationship helps you to prioritize your incident investigations and align your
decisions with your service level agreements and the overall goals of the business.
BMC Atrium Service Context information is displayed in the Service Context Summary window,
which you can open from a variety of locations. The details that you see from, for example, the
incident request form, are the same details that are shown in the other applications of the BMC IT
Service Management Suite and Business Service Management solution, which ensures that
everyone in your organization is working with the same information.
You can view the Service Context Summary window from one of the following locations:
Application consoles
Forms

To open the Service Context Summary window from a console

1. With the application console open, in the summary table, select the record you want to see
the BMC Atrium Service Context information for.
2. On the tool bar at the top of the summary table, click Service Context.
The Service Context Summary window opens for the selected record.
To open the Service Context Summary window from the record

BMC Service Desk, BMC Change Management, and BMC Service Request Management
(for Work Order records) — With the record open, click the Service Context icon beside the
Service field. The Service Context Summary window opens for the selected record.
Service Context icon
BMC Asset Management — With the record open, from the Quick Links area of the
navigation pane, click Service Context. The Service Context Summary window opens for the
selected record.
Note
In BMC Asset Management, BMC Atrium Service Context is available from the Business
Service, Computer System, and Application CI forms.
Interpreting the information

The information panel at the top of the Service Context Summary window identifies the service
name. The other information that appears in the information panel is configurable by your system
administrator and comes from the CI form.
Note
For information about the Owner field, see Setting up the Owner field.
Below the information panel is a list of the key attributes. Next to each attribute is a counter that
shows the number of active records of that type that are related to the selected service. If you click
the counter, another Service Context Summary window opens with a table of detailed information
about the records.

For example, if one of the configured attributes is "Recent Incidents" and the counter shows 3,
there are 3 incidents currently related to the selected service. If you click the counter, a Service
Context Summary window opens with a table that shows summary information about each of the
incidents.
The information that appears in the Service Context Summary window is configurable. Ask your
system administrator for detailed information about how BMC Atrium Service Context is configured
in your environment.
Related topic
For information about configuring BMC Atrium Service Context, see Configuring BMC Atrium
Service Context for BMC Remedy ITSM applications.
Using social collaboration

This release of BMC Remedy ITSM integrates chat functionality, RSS feeds, and Twitter
notifications with the BMC Remedy ITSM applications. Users can now use these tools to
collaborate with IT support users, such as Service Desk agents, or as additional notification
options.
Note
For information about configuring social collaboration options, see Configuring social
collaboration.
Chat integration (see page 485)

RSS feeds (see page 486)
Twitter integration (see page 486)
Chat integration
The chat functionality enables BMC Remedy ITSM users to initiate one-on-one or group live chat
sessions in the context of a specific record (for example a change record) from within the BMC
Remedy ITSM applications. Using this functionality, IT support users can chat with other IT support
users and initiate collaborative resolution of an incident or management of a change, among other
actions. Administrators can configure the application to save these chat sessions as a work info
entry within the record.
Note
This integration is not intended for chat sessions between end users and IT.

For more information about using chat, see Using chat.
RSS feeds
BMC Remedy ITSM enables users to broadcast certain events using the Broadcast Messages
functionality. BMC Remedy ITSM integration with RSS feed enables access to specific BMC
Remedy ITSM information using an RSS reader as an alternative mechanism. Administrators can
configure different RSS feeds to which users can subscribe to. Out of the box, an RSS feeds for
Global Public Broadcast messages is provided.
For more information about subscribing to RSS Feeds, see Subscribing to RSS feeds.
Twitter integration
The Twitter integration enables IT support users to propagate public and global BMC Remedy
ITSM broadcast messages to a Twitter account so that users who follow the account receive the
messages. The Twitter account must be configured before users can receive updates. Out of the
box, this feature is supported only for broadcast messages that are Public and provided for the
Global company.
For more information about receiving BMC Remedy ITSM broadcasts on Twitter, see Receiving
BMC Remedy ITSM broadcasts on Twitter.

For more information about subscribing to RSS Feeds, see Subscribing to RSS feeds (see page
493).
For more information about using chat, see Using chat (see page 487).
For more information about receiving BMC Remedy ITSM broadcasts on Twitter, see Receiving
BMC Remedy ITSM broadcasts on Twitter (see page 494).
Related topics
Enabling chat, Twitter notifications, and RSS feeds (see page 274)
Configuring chat settings
Defining RSS feeds
Configuring the Twitter integration

Using chat
Using the chat feature, users can collaboratively work on BMC Remedy ITSM records. For
example, you can collaboratively resolve issues by initiating a chat conversation related to the
incident with other technicians who might be able to help resolve the issues faster. An IT Support
technician can start a chat conversation with other members of the group to get help resolving an
issue. When the chat initiator closes the conversation, it is saved as a Work Info entry and
maintained as a part of the record.
The chat icon is displayed on the landing console when chat is configured for BMC Remedy ITSM,
as shown in the following figure:
Click this icon to open the chat initiation window.

The color of the icon reflects your current chat status. Click the arrow beside the icon to view
all chat conversations and to change your status. The status options are as follows:
Online
Busy
Away
Offline
The application displays a pop-up window when you receive an event like a chat invite or friend
invite.
Related topics
Initiating a chat conversation (see page 487)
Adding BMC Remedy AR System users who are not present in the Friends list (see page 491)
Configuring chat settings
Initiating a chat conversation
Follow this procedure to initiate a chat procedure with another user from within the BMC Remedy
ITSM application.
To initiate a chat conversation
1.
1. Within a record (for example a change record), click the chat icon.
The Start Conversation window is displayed with a list of users related to the record.
The following user lists are displayed:

Friends — Lists your friends from the configured chat client. For more information
about configuring the friend list, see Mapping the BMC Remedy AR System users to
the chat server in the BMC Remedy Action Request System documentation.
Support group users — If the conversation is initiated within a record, the list displays
users who belong to the same support group as the chat initiator.
Assigned users — The user to whom the record is assigned. This list is displayed
when you initiate the conversation from a record.
Context Users — Lists users from the support groups that the user belongs to.
Form name User Support Groups
Activity Requested By Requested By

Activity Assignee Assignee
Asset CI All users from the People tab All support groups on the People tab
Contract Manage by Contract Manager By
Change Change Coordinator Coordinator group

Change Manager Manager group
Incident Assignee Assigned group

Owner Owner group
Problem Problem Coordinator Coordinator group

Assignee Assigned group

Form name User Support Groups
Known Error Problem Coordinator Coordinator group

Assignee Assigned group
Solution DB Assignee Assigned group
Knowledge Article Author Owner group

Owner Assigned group
Assignee
Release Release Coordinator Coordinator group
Task Requester Support group

Assignee Assignee group
Work order Request Manager Request Manager support group

Request Assignee Request Assignee support group
Note
When you launch a conversation from the landing console, a list of context
users is displayed instead of assigned users.
To add a user from another list to your friends list, click the Send buddy
request icon displayed next to the user's name when you hover the
mouse pointer on the user name.
2. Select the user you want to chat with from the relevant list and click the Start Conversation
icon.
The chat window that is displayed provides the following information:
User name of the person who initiated the conversation.
Subject of the conversation. The subject includes the ID of the record from which the
conversation was initiated, the user who initiated the conversation, and other users
included in the conversation. The subject can be a reference for users being invited
to the conversation.
Users can accept or reject the chat invitation. If they accept the invitation, a chat
window is opened in their console. Their chat window displays only a list of users
included in the chat and the conversation.
3.
3. To invite additional users to the conversation, click the Invite Users icon displayed on
the top right corner of the chat window. All participants can invite other users to the
conversation.
Note
To add BMC Remedy AR System users who are not present in the Friends list,
see Adding BMC Remedy AR System users who are not present in the Friends list
.
When the conversation is complete and the chat initiator closes the chat window, the conversation
is either saved as a Work Info entry in the Work Detail tab of the record from which the
conversation was initiated, or not saved at all. This depends on the option you selected when
Configuring chat settings.
Note
If the conversation was not initiated from within a record, the conversation is not saved.

Adding BMC Remedy AR System users who are not present in the Friends list
On the regular form where you have configured the BMC Remedy AR System server to work with
the chat server, create an active link that executes on the CHAT_SET_CONTEXT_REQ Event
type. For more information about events, see the following tables.
This active link sends an event to the AR System Chat Data Visualization field with Event type as
CHAT_SET_CONTEXT_RESP and Event Data as given below:
ContextUsers= ACommaSeparatedListOfBMCRemedyARSystemUsers;ContextGroups
=ACommaSeparatedListOfGroupIDs;DisplayName=SubjectOfTheChatConversation;
For example:
ContextUsers= John,Max,Amy;ContextGroups=1,2
ContextGroups=1,2;DisplayName=Resolving an IT ticket;
ContextUsers=John,Max,Amy;ContextGroups=1,2;DisplayName=Resolving an IT ticket;
List of events sent from the AR System Chat Data Visualization field to the parent form
Event name Description
DVF_ON_READY The Data Visualization Field (DVF) is loaded and is ready to interact. This is not
specific to the chat DVM. No response expected.
CHAT_SET_CONTEXT_REQ Sent to the parent form for the parent form to supply any contextual information.
If the parent form chooses to provide this information, it later raises a
corresponding event, CHAT_SET_CONTEXT_RESP.
CHAT_SESSION_START Sent to the parent form to provide information on the chat progress. No response
expected.
CHAT_INVITATION_SEND Chat invitation sent. No response expected.
CHAT_USER_JOIN A person is joining a chat session. This event occurs as many times as anyone
joins a chat session. No response expected.
CHAT_USER_LEFT A person is leaving a chat session. This event occurs as many times as anyone
leaves a chat session. No response expected.
CHAT_INVITE_RECVD A person is receiving a chat invitation. This event occurs as many times as
anyone receives a chat session invitation. No response expected.
CHAT_DATA_AVAILABLE When the chat widget has a chat conversation transcript available, this event is
raised prior to chat session end, so that the parent form has an opportunity to
save the transcript.
CHAT_SESSION_END End of the chat session. No response expected.
CHAT_GET_SESSION_TRANSCRIPT_RESP Provides a specific chat session transcript to the parent form.
List of events sent from the parent form to the AR System Chat Data Visualization Field

Event name Description
CHAT_SET_CONTEXT_RESP Raised by the parent form's workflow during or after processing the
CHAT_SET_SESSION_REQ event. No response expected.
FORM_EVENT_LOGOUT Indicates to the DVF about things happening on the host form or the application.
This is not specific to the chat DVM.
CHAT_GET_SESSION_TRANSCRIPT_REQ Gets the chat session text transcript that is accumulated in the chat widget's
buffer. This request event causes the DVF to raise the
CHAT_GET_SESSION_TRANSCRIPT_RESP event.
When you create an active link that runs on the Event type CHAT_SET_CONTEXT_RESP, the
Start Conversation window is displayed as follows:
Note
Click here to view a .def file sample that uses the above information through the BMC
Remedy AR System form, "ChatTestForm" and it's related active links. Import this .def file
using BMC Remedy Developer Studio and access the "ChatTestForm" from BMC
Remedy Mid Tier to view it.
Start Conversation window
To add users to the Friends list, hover the pointer over the user name that is not present in your
Friends list and click the Add to Friend list icon that appears to the left of the user name.
Add user to Friend list on the Start Conversation window

Note
BMC Remedy AR System does not allow searching and adding friends without context.
For example, to see how BMC Remedy ITSM Suite has defined context users, see
Initiating a chat conversation.
Subscribing to RSS feeds

Users can subscribe to configured RSS feeds from within the BMC Remedy ITSM applications.
The RSS feed option must be enabled in the System Settings configuration. To enable RSS feeds,
see Enabling chat, Twitter notifications, and RSS feeds.
For additional information about configuring RSS feeds, see Defining RSS feeds.
To subscribe to RSS feeds
1. On the IT Home Page, click the RSS feeds icon .

2. When prompted, enter your BMC Remedy AR System password. Enter the authentication
string, if applicable, in the Authentication text box.
For details about authentication string, see Configuring the AR System server for
external authentication.

A list of the RSS feeds that have been configured is displayed.

RSS Feed URLs
3. Copy the URL of the RSS feed that you want to add to your RSS feed client (for example,
Microsoft Outlook RSS feeds).
4. Replace the user name and password in the URL with the appropriate values.
You are now subscribed to receive updates for the selected RSS feeds.
Receiving BMC Remedy ITSM broadcasts on Twitter

The integration with Twitter enables users to receive BMC Remedy ITSM notifications directly to
their Twitter accounts. Users can follow the functional BMC Remedy ITSM Twitter notification
account.
To receive BMC Remedy ITSM broadcasts on Twitter:
The functional BMC Remedy ITSM notification account must be created in Twitter, and
configured and authenticated, before users can follow the account.
Users must have a Twitter account that can receive the BMC Remedy ITSM notifications.
For more information about configuring a functional BMC Remedy ITSM Twitter notification
account, see Configuring the Twitter integration.
To follow ITSM notifications on Twitter
1. On the IT Home Page, click the Twitter icon .
Note
If the Twitter icon is not displayed, make sure that you configured the twitter
integration (see Configuring the Twitter integration and enabled the Twitter
notification functionality (see Enabling chat, Twitter notifications, and RSS feeds).
2. If you are not logged on to the Twitter account, the logon screen is displayed.
3. Log on to Twitter using your account details.
The Twitter website is opened in a new browser window with the Twitter account that was
configured for the broadcast.
4. On the displayed Twitter page, click Follow to receive broadcast messages posted to this
BMC Remedy ITSM Twitter notification account.

For information about sending BMC Remedy ITSM broadcasts using Twitter, see Working with
broadcasts.
Working with reports

BMC Remedy ITSM provides a variety of predefined reports to give you quick and easy access to
information about your system. Use the Report console to generate these reports. If the predefined
reports return more information than you need, you can manage the scope of the report using
qualifications. See the following topics:
Generating a standard report (see page 496)

BMC Asset Management predefined reports (see page 499)
From the Applications menu, choose Quick Links > AR System Report Console to view customized
reports. This release of BMC Remedy ITSM integrates the Crystal Reports from version 7.6.00 and
Web (BIRT) reports from version 7.6.01. On the web interface, a number of reports are available in
the Web (BIRT) format. Additional Crystal Reports are available only if users have a valid Crystal
Reports license and have chosen to install them for the web at the time of installation.
Note
Customer Support can only provide limited assistance if you modify predefined reports
and have a reporting problem. In addition, there is no guarantee that BMC Customer
Support can solve problems that result from these modifications. The standard reports
included with the BMC Remedy ITSM application are designed to be used without
modification.
Warning
If your database does not support the Not Equal To argument in this format: "\!=", the
content of your reports can be affected. Reports that have additional qualifications that
filter out Group By fields (for example, 'Department' \!= "Engineering") also filter out the
specified conditions and records that have Group By fields set to Unspecified or Null.
Check with your system administrator to determine whether your database supports this
form of the Not Equal To argument.
Related topics
See the following resources from the BMC Remedy AR System online documentation
Reporting on BMC Remedy AR System data

Using a BIRT editor to create or modify web reports

Generating a standard report

Use the following procedure to generate a standard report without qualifications. To generate a
report with qualifications, see one of the following topics:
Using advanced qualifications to generate a report (see page 497)

Using qualifications to generate a report (see page 498)
To generate a report without qualifications
1. In the navigation pane on the application console, choose Functions > Reports.
2. On the Reporting console, select one of the options under Show:
All Reports, which displays all available reports
Created by me, which displays reports that you created
3. Under Category, select applicationName > reportCategory > reportName.
A list of available reports is displayed. Reports are organized by category, some of which
contain subcategories. The reports that you see vary according to which applications are
installed.
4. Select the report that you want to run.
5. Click Run.
If you select a report that requires additional parameters, you are prompted to enter the
required parameters. For example, if the selected report requires a date range, the date
range field appears.
6. Enter the required parameters, and click OK.
7. If the report displayed is a web report, you can specify the following additional options:
Toggle Table of Display the table of contents for the current report
Contents
Export Report Export the report to a file of the specified format

To export the report, select the appropriate page options, and click OK. The following formats are
available under the Export Format list:
Excel
PostScript
PDF
Word
PowerPoint
Print Report Print the report to HTML or PDF format
Using the web based reporting console to create and run adhoc reports (video)
Disclaimer

Related topic
For more information on creating reports, see Creating reports in the BMC Remedy AR System
online documentation.
Using advanced qualifications to generate a report

You can manage the scope of a report by adding qualifications to the criteria that the report engine
uses to generate the report content. You can tell the report to search only specified fields for
particular values, or you can build advanced qualifications by using field names, keywords, and
operators.
To generate a report by using advanced qualifications
1. From the Navigation pane in the application console, choose Functions > Reports.
2. On the Report Console, select one of the options under Show:
installed.
4. Select the Show Additional Filter option.
Along with a list of available fields, two sections are displayed-the simple query builder and
the advanced query builder. You use the simple query builder to quickly construct a simple
query. Alternatively, advanced users can use the advanced query builder to build the query
by using BMC Remedy AR System query syntax.
For additional information about the BMC Remedy AR System Report Console, see
Reporting on BMC Remedy AR System data.
5. Select a field name from the Available Fields list, and click Add next to the advanced query
builder. Use the BMC Remedy AR System query syntax to build your qualification.
6. Construct your qualification by using the various operators provided by the qualification
builder.
7. Repeat steps 5 and 6 for each field that you want to include in the report.
Note
Select the qualification and press Delete to remove a qualification.
8. When you finish defining your advanced qualification, click Run to view the updated report.

Using qualifications to generate a report

You can manage the scope of a report by adding qualifications to the criteria that the report engine
uses to generate the report content. You can tell the report to search only certain specified fields
for particular values, or you can build advanced qualifications by using field names, keywords, and
operators.
This procedure describes how to generate basic qualifications by using the Show Additional Filter
option. To generate a report by using advanced qualifications, see Using advanced qualifications to
generate a report (see page 497).
To use qualifications to generate a report
1. From the navigation pane in the application console, choose Functions > Reports.
2. On the Report Console, select one of the options under Show:
installed.
4. Select the Show Additional Filter option. Along with a list of available fields, two sections are
displayed-the simple query builder and the advanced query builder. You use the simple
query builder to quickly construct a simple query. Alternatively, advanced users can use the
advanced query builder to build the query by using BMC Remedy AR System query syntax.
For additional information about the BMC Remedy AR System Report Console, see
Reporting on BMC Remedy AR System data.
5. Select a field name from the Available Fields list, and click Add next to the simple query
builder.
Note
Click to remove a qualification.
6. Click the down arrow next to the field name listed in the qualification box, and select the
appropriate operator. Enter or select a value for the field in the right column.
Example
If you want to enter the qualification Cost Center = 001, select the Cost Center
field, click the down arrow next to the field and select =, and then enter 001 in the
right column.

7. Repeat steps 5 and 6 for each field that you want to include in the report.
8. When you finish defining your additional qualifications, click Run.
If the report displayed is a web report, you can specify the following additional options:
Toggle Table of Display the table of contents
Contents
Export Report Export the report to a file of the specified format

To export the report, select the appropriate page options, and click OK. The following formats are
available under the Export Format list:
Excel
PostScript
PDF
Word
PowerPoint
Print Report Print the file to HTML or PDF format
BMC Asset Management predefined reports

You first select the type of report that you want to run. The report type pulls information from the
appropriate BMC Remedy ITSM application form. After you select a report type, you select the
individual report that you want to run.
The Web reports — names and descriptions table describes the predefined Web reports and the
Crystal Reports — names and descriptions table describes the predefined SAP Crystal Reports
included, organized by the type of report.
Web reports — names and descriptions
Report Report name Description

type
Computer Server Counts by OS The number of servers, organized by operating system. This report does not include
System subtotals.
Contracts Expiring Contracts By For a select contract type, expiring contracts by expiration date range
Date Range
Costs Configuration Item Cost of the item's depreciation. The depreciation records are grouped by CI.
Depreciation Costs By
Date Range
Software Active Product Names For each product in the Product Catalog that is deployed in the organization, the number
of CIs and the number of software license certificates
Note: Because a software license certificate can be valid for more than one CI, this is not
a compliance report. Use the Certificates Breached or Approaching Breach report to view
compliance.
Software

Report Report name Description

type
Certificates Breached Software license certificates that have been breached and certificates that are
or Approaching Breach approaching breach
Crystal Reports — names and descriptions
Report type Report name Description
Configuration Configurations by Details of configurations based on approval status

Information Approval Status
Details of Active Details of an active configuration with its component items

Configurations
Upcoming Details of active and approved configurations awaiting review

Configuration
Reviews by Date
Range
Contracts Payments Due in Payments due for selected contract types based on the specified date range
Date Range
Payments Made in Payments made for selected contract types based on the specified date range
Date Range
Contracts by Status For a select contract type, contracts sorted by status or by expiration date range
/ Expiration Date
Range
Costs Configuration Item Either purchase costs for items represented by CIs, or all costs for items represented by
Purchase / Total CIs
Costs
Purchasing Open Purchase Open purchase orders by status

Orders by Status
Open Purchase Open purchase requisitions

Requisitions
Purchase Orders by Purchase orders based on CI type

CI Type
Supplier Supplier performance organized by supplier, order ID, and purchase order number
Performance
Schedules Upcoming CIs that are due for audits. This report can be sorted by status, product categorization,
Configuration Items and site.
Due for Audit
Upcoming CIs that are due for maintenance checks within the specified date range
Configuration Item
Maintenance
Checks
Upcoming Assets due for maintenance, organized by site

Maintenance Assets
by Site

Report type Report name Description
Decommission Virtual machines for which proposed decommission date, virtual machine owner or
Exceptions for decommission schedules are not defined the or the virtual machine owner is not a person
Virtual Machines (for example, it is a group)
Software Certificates by Software license certificates, grouped by contract

Software Contract
Certificates by Software license certificates, grouped by supplier and by contract

Supplier
Certificates by Software license certificates, grouped by vendor (manufacturer)

Vendor
Client License Total used and available licenses for each software contract, grouped by license type and
Model Totals product
License Job Results of license jobs run by the License Engine

Summary
Software CI Software CIs that should be tied to a certificate but are not
Exception Report
Software Contract Software contracts, organized by expiration date

List by Expiration
Date
Software Title Detail For each software product name, the applicable software contracts and their software
Report license certificates
Software Compliance / Software licenses deployed compared with contracts, organized by manufacturer, and a
Licenses Maximum Exposure maximum monetary exposure estimate for over deployed software licenses
People Configuration Items Lists Configuration Items grouped by Association Type of People with CI and People
Related by Entity Organization along with count of CIs.
Type
Using the KPI flashboards

The KPI flashboards graph Asset Management business processes against the Asset
Management key performance indicators (KPIs).
Tip
The BMC Service Management Process Model defines a key performance indicator as "A
vital and measurable result to track the efficiency, effectiveness, and predictability of a
process."
The KPI flashboard component collects the data according to the selected customer company.
Each KPI flashboard contains graphs that present the following types of information:

Relevant historical data — Use this graph for trending purposes. The most recent historical
data displayed in the graph is collected from the previous month. Historical data goes back
to a maximum of one year.
Note
Historical data only appears in a graph when that historical data exists in the
database. Typically, new or recent installations, or upgrades, of BMC Asset
Management might not have historical data available.
Current, or real time data — Use this graph to see what is happening with the business
process now. In most cases, the displayed real time data is collected from the first day of the
current month to today's date.
Note
KPI flashboards are available only for version 7.6.00 (and later) of the BMC Remedy
ITSM applications. If you are running a mixed environment, that is, if you are running
some BMC Remedy ITSM applications at version level 7.5.01 (or earlier), you see
flashboards with only the version 7.6.00 (or later) applications.
This section provides the following information about KPI flashboards:
BMC Asset Management KPIs and flashboard variables (see page 502)
Opening the KPI flashboards (see page 503)
Viewing and displaying data (see page 503)
BMC Asset Management KPIs and flashboard variables

The following table describes the BMC Asset Management key performance indicators (KPIs):
BMC Asset Management KPIs
KPI name Description of graph content
Computer System by Status For the selected company, this graph displays the computer system statuses.
CI Type For the selected company, this graph displays the CI types.
KPI flashboards
KPI flashboards use variables to fetch the data that is used to create the flashboard graphs for the
selected company. In most cases, you can control what data appears in the graph.
The following table lists the KPI graph types and the active variable names, and describes the

information they provide. This helps you understand the effects of hiding or displaying a specific
variable.
KPI flashboards variables
Variable name Data displayed by the variable
Computer System by Status
AST:ComputerSystembyStatus Displays the computer systems of the selected company by status.
CI Type
AST:CI_Type_Count Displays the CI types of the selected company.
Opening the KPI flashboards

Use this procedure to open the KPI flashboards to view the information that they contain.
To open the KPI flashboards
1. From the Funtions area of the navigation pane, click the KPIs link.
2. From the Company list at the top, select the customer company for which you want to view
KPI flashboards.
Note
Your access level determines the companies that you see in the Company list.
3. From the Navigation pane, choose Process KPIs > KPIflashboardLink.

KPIflashboardLink is the link to the specific KPI flashboard that you want to see.
Tip
Click the triangle beside the Process KPI text to open and close this area of the
Navigation pane.
Viewing and displaying data

Controls on the open flashboard help you view and display the data. The actions that you can
perform and the procedures that you use to perform them are described in the following table.
Note

Not all of the KPI flashboards support all of these procedures.
Viewing and displaying data
Action Procedure
Zoom a graph
1. Click the arrow in the lower-left corner of
Note: Use the zoom feature to enlarge a section of the graph. You can also the graph to expand the bottom control
use full screen mode to enlarge the entire graph as described in "View a panel.
graph in full screen mode" in the last row in this table. 2. Click the magnifying glass icon, and then
follow the onscreen instructions.
Hide or display the graph legend

Note: The default setting is to show the graph legend. The legend provides the graph to expand the bottom control
information about how to interpret the graph. panel.
2. Clear or select the Show Legend check box
to either hide or display the legend.
Change the graph style

Note: There are a number of different graph styles from which you can the graph to expand the bottom control
choose. For example, you can select to display the data in a line graph, a panel.
bar graph, a stacked bar graph, an area chart, and so on. 2. Click the double-arrow button, and then
select the graph style you want.
Change the graph titles

1. In the upper-right corner of the graph, click
Note: You can customize the title text that appears on the graphs to suit the Open Options Panel icon.
your organization's needs. For example, you can change the titles of the X 2. Change the label text appropriately to your
and Y axis. organization's needs.
3. Click Apply when you finish updating the
text.
Hide or display active variables

Note: The flashboards use active variables to fetch the data that is used to the Open Options Panel icon.
populate the graphs. If you choose to hide a variable, then the part of the 2. Select or clear the active variables that you
graph that uses the variable is hidden. This gives you the ability to further want to display or hide.
customize the flashboards appearance.
View a graph in full screen mode

Note: You can display the selected graph across the entire screen for better the Show Flashboard in Full Screen icon.
visibility. 2. When you finish viewing the graph in full
screen mode, press Esc to restore regular
display mode. Alternatively you can click
the Show Flashboard in Normal Screen
icon.

Approving or rejecting requests via email

You can directly approve requests via email. When email-based approvals are enabled, an email
notification is sent the individuals who have approval authority for the request. Those people either
can approve or reject the request directly from the email notification.
Notes
If the approval process requires a password or requires that rejection of a request

includes a business justification, you cannot use email-based approvals. If this is the
case, you must approve the request from Approval Central.
Approval email notifications are also sent out to any alternate approvers defined for the
process. However, if the approver adds an alternate approver after the email has been
sent, the alternate approver will not receive the email.
The following figures show examples of approval emails. Instructions for approving and rejecting
requests via email (see page 507) are provided after the figures.
Email for a change request approval

Email for a service request approval

Note
The Server Timezone Offset displays the time zone offset information where the BMC
Remedy AR System server is located.
To approve or reject a request via email

1. In the approval email that you receive, click the request ID link to view the details of the
request. However, this is not applicable for service requests.
2. Click Approve or Reject.
An email formatted with your approval or rejection reply is displayed.
3. Send the email without modifying the text.
Warning
Do not modify the content followed by the #DO NOT MODIFY FOLLOWING TEXT#
text in the email.
You are notified of the success of the approval or rejection by email, as shown in the following
figure:
If you attempt to approve or reject a request that is in a state that cannot be changed (approved,
rejected, closed, or canceled), you receive an approval error notification email, as shown in the
following figure:

If you receive an Approval Error Notification, click Launch Approval Central to view the status of the
request.
Related topic
Configuring email-based approvals (see page 269)
Administering
The primary administration tasks for application administrators are documented in Configuring after
installation (see page 172). For example:
Configuring:
Configuring after installation (see page 172)
Approval process for CI configurations (see page 190)
Reconciliation Engine using the Asset Reconciliation Configuration Console (see
page 176)
Using the CMDB Class Manager Console (see page 178)
For information about using Data Management to load data, see Data Management in the BMC
Remedy ITSM Suite documentation.
For information about BMC Asset Management permissions, see BMC Asset Management
permissions (see page 165).
Developing
For detailed development information, see Developing in the BMC Remedy IT Service
Management Suite documentation.
Configuring Web Services (see page 509)

Developing integrations (see page 512)

Configuring Web Services

You can integrate external applications with BMC Remedy ITSM Suite if you want. There are a
number of methods for integrating external applications but web services provide the most efficient
way because they eliminate the need to create API applications.
For example, you might want to have an event occur in an event-based system that causes the
web services client to connect to BMC Remedy ITSM Suite and create an incident, problem,
change, or purchase order ticket.
To work with BMC Atrium Core Web Services, you must register your services. The BMC Atrium
Core Web Services Registry allows clients to obtain information about available services. The
services registry is compliant with the Universal Description, Discovery and Integration (UDDI)
standard. For more information about the web services registry, see BMC Atrium Core Web
Services API components.
Recommendation
Register either all or none of the BMC Remedy ITSM Suite services.
The BMC Remedy AR System Web Services Registry form and its workflow provide an interface to
the BMC Atrium Web Services Registry, thereby simplifying the registry process. A web service is
registered by creating a request in the form and enabling it. Changing a setting removes the
registration. If the registry is unavailable, the workflow attempts to register or deregister the web
service later. The form also reports whether the web service is registered.
Note
Before you can register a web service, the Java plug-in server must be installed and
operating, and you must configure a connection to the BMC Atrium Web Services
Registry in the WS Registry Integration tab of the AR System Administration: Server
Information form. For details, see Configuring the Web Services Registry integration.
To register a BMC Remedy ITSM Suite web service

1. From the Applications menu open the AR System Administration console. Select AR System
Administration > AR System Administration console.
2. From the AR System console, open the Web Services Registry. Select System > General
>Web Services Registry.
To open the Web Services Registry

Click the image to enlarge it.

3. Perform a search for services using the following criteria:

BMC in the Business Name field
No for Publish to Registry?
Yes for Recommended Value
The list of BMC Remedy ITSM Suite services that are shipped with the product is
returned.
Note
If you have created entries since installing BMC Remedy ITSM Suite, these
are also returned in the list.
4. Select a registry from the list. The fields of the form are populated with information about this
registry.
AR System Web Services Registry form with list of web services returned

5. Make the following updates in the Build WSDL URL section:

6. If you want the WSDL URL to be built and displayed in the WSDL URL field, ensure that Yes
is selected for the Build WSDL URL field.
7. In the Web Server Address field, replace WebServerAddress with the URL of the web server
that provides the WSDL. Include the port number if required. The syntax is http:
<webServer>:<port>. As you update this field, if you selected *Yes* for the Build WSDL URL
field, the WSDL URL is built and displayed in the WSDL URL field.
8. In the ARServer field, enter the name of the BMC Remedy AR System Server that hosts the
web service.
9. Make the following updates in the Build End Point URL section:
If you want the end point URL to be built and displayed in the End Point URL field,
ensure that Yes is selected for the Build End Point URL field.
10.
10. In the Web Server Address field for the end point URL, replace webServerAddress with the
URL of the web server that provides the end point URL. Include the port number if required.
The syntax is http://<webServer>:<port>. As you update this field, if you selected *Yes* for
the Build End Point URL field, the end point URL is built and displayed in the End Point URL
field.
11. In the ARServer field, enter the name of the BMC Remedy AR System Server that hosts the
end point URL for the web service.
12. For the Publish to Registry field, select Yes.
13. Save the form.
14. Complete step 4 through step 8 for all the BMC Remedy ITSM Suite services returned in
your search.
Developing integrations
BMC Remedy ITSM applications each provide a set of interfaces that can be used for integrations
between applications.
BMC Asset Management interfaces

BMC Asset Management provides a set of interfaces that other applications can use to integrate
with the BMC Asset Management application.
Interfaces to BMC Asset Management include interface forms and web services. The BMC Atrium
CMDB API can be used for creating, modifying, and deleting CIs and relationships.
For more information, see Creating BMC Asset Management web services (see page 513).
BMC Change Management interfaces

BMC Change Management provides a set of interfaces that other applications can use to integrate
with the BMC Remedy Change Management application.
These interfaces include a set of BMC Remedy AR System forms that provide the ability to define,
query, and modify both change requests and release requests. The interfaces also include web
services interfaces that are built on these forms to provide a mechanism for interacting with the
BMC Change Management application using web services. The interfaces, including web services,
are available for both the Change Management and Release Management modules.
For more information, see Change Management and Release Management web services and Task
Management web services.
BMC Service Desk interfaces

BMC Service Desk provides a set of interfaces that other applications can use to integrate with the
Incident Management and Problem Management features of BMC Service Desk.

These interfaces include a set of BMC Remedy AR System forms that provide the ability to define,
query, and modify incidents. They also include web services interfaces that are built on these forms
to provide a mechanism to interact with the Incident Management feature using web services.
For more information, see Developing Integrations in the BMC Service Desk documentation.
Related topics
CAI plug-in interfaces
CAI plug-in permission model
Creating BMC Asset Management web services

In BMC Asset Management, you can use web services to query and update purchase requisitions,
purchase line items, purchase work information records, purchase orders, and purchase returns.
The following is a list of the interface forms available for BMC Asset Management. These interface
forms are described as used by web services in the sections that follow.
AST:PurchaseRequisitionInterface_Create creates a purchase requisition and related work

information record.
AST:PurchaseLineItemInterface_Create creates a purchase line item and related work
information record A purchase order can be created depending on the input status.
AST:WorkInfoInterface_Create creates a work information record for either purchase
requisition or purchase line item.
AST:PurchaseRequisitionInterface queries and modifies a purchase requisition.
AST:PurchaseOrderInterface queries and modifies a purchase order.
AST:PurchaseLineItemInterface queries and modifies a purchase line item.
The interface create forms can have the following sectional headers under which fields are
grouped. Some fields shown on the interface forms are not mapped in the web services because
they are either set by workflow or system-generated. Fields where values are input are described
in the web service mapping tables.
Required Input Field Values — Fields where a value must be input

Conditional Required Input Field Values — Fields that may require a value depending on
other fields which are input
Optional Input Field Values — Fields where a value can optionally be input
Fields Set through Workflow — Fields that are set by workflow, and therefore do not require
any input value
Fields Set through Workflow or Input Values — Fields that can be set by workflow but also
support the option of inputting a value
Change Management Integration fields — Fields that can be used if BMC Change
Management is installed
PO Creation Field Values — Fields that can be input if creating a Purchase Order

Reference Numbers Generated — Fields that are generated as a result of the create
operation
More operations are available via web services. The following is a list of the web services available
for BMC Asset Management. These web services are described in the topics in this section.
AST_PurchaseRequisitionInterface_Create_WS (see page 514) - supports the creation of

parent purchase requisitions and child purchase line items It also supports the creation of a
work information record for parent and child items. A purchase order can be created
depending on the status of the purchase requisition and purchase line items.
AST_PurchaseRequisition_QueryModify_WS (see page 521) — queries and modifies
purchase requisitions and its work information records and purchase line items
AST_PurchaseOrder_QueryModify_WS (see page 531) — queries and modifies purchase
orders and its purchase line items
AST_PurchaseLineItem_QueryModify_WS (see page 536) — queries and modifies
purchase line items and its work information records and return records
AST_WorkInfoInterface_Create_WS (see page 543) — supports the creation of work
information records for either a purchase requisition or purchase line item
Note
The following existing web services will be phased out as the functionality becomes
available in the above new web services.
AST_PurchaseOrder_WS (see page 545) — updates and queries both purchase orders with
the date included and purchase order line items
AST_PurchaseOrder_WS_noDate (see page 545) — updates and queries both purchase
orders without the date and purchase order line items
AST_PurchaseOrderInterface_WS (see page 549) — updates and queries purchase orders
with the date, but without purchase order line items
AST_CIUnavailabilityInterface_WS (see page 552) — queries for a list of Unavailability
records that are related to a CI.
AST_PurchaseRequisitionInterface_Create_WS
The purchase requisition create web service is a complex web service based on the
PurchaseRequisitionCreate.xsd file, which is also provided. This web service contains one
operation.
Create_PurchaseRequisition (see page 514)
Create_PurchaseRequisition
This operation lets you create parent purchase requisitions and child purchase line items. It also
creates a work information record for parent and child items if input values are supplied.

Recommendation
If you are creating a purchase requisition with a status higher than In Preparation, provide
all the purchase line items while using the Create_PurchaseRequisition operation.
The following table lists input values for the parent level of the Create_PurchaseRequisition
operation and maps to the AST:PurchaseRequisitionInterface_Create form.
Input field values
DB field on interface form Displayed on web services Notes
zID_Action Action Required field "CREATE" is the only keyword supported and must
be in uppercase
Status Status Required field Accepted status values: In Preparation, On Order,

Partially Received, Received, Closed, and Cancelled
Date Required DateRequired Required field
Description Description Required field
Justification Justification Required field
For_Company RequestedForCompany Required field
Requested_For_PersonID RequestedForPersonID Required if RequestedForFullName is not provided
For_Full Name RequestedForFullName Required if RequestedForPersonID is not provided
Login Name RequestedForLoginName
For_Phone RequestedForPhoneNumber
For_Department RequestedForDepartment
Manager Name ManagerFullName By default this is the manager of the Requested For person, and is
used as the first approver by the provided process. If the status is
In Preparation. then a value is recommended. A Full Name other
than the actual manager can be supplied.
Manager Login Name ManagerLoginName Login identifier of the value supplied for Manager Name
By_Company RequestedByCompany Required field
Requested_By_PersonID RequestedByPersonID Required if RequestedByFullName is not provided
By_Full Name RequestedByFullName Required if RequestedByPersonID is not provided
Requester Login Name RequestedByLoginName
By_Phone RequestedByPhoneNumber
By_Department RequestedByDepartment
Shipping Instructions ShippingInstructions
PRNumber PRNumber

Available for storing external procurement system reference

number
DataTags DataTags Hidden field that can store a tag identifier
Install Needed InstallNeeded Supported values are Yes or No
Cost Center CostCenter
Accounting Code AccountingCode
Project Number ProjectNumber
Budget Code BudgetCode
z1D_Activity_Type WorkInfoType Required if creating a work information record
z1D_ActivityDate_tab WorkInfoDate Required if creating a work information record
z1D_Communication WorkInfoSource Required if creating a work information record

Source
z1D_Summary WorkInfoSummary Required if creating a work information record
z1D_Details WorkInfoNotes Required if creating a work information record
z1D_Secure_Log WorkInfoLocked Required if creating a work information record
z1D_View Access WorkInfoViewAccess Required if creating a work information record. Supported values
are "Internal" or "External."
z2AF_Act_Attachment_1 WorkInfoAttachment1Name Optional if creating a work information record

/attachmentName
z2AF_Act_Attachment_1 WorkInfoAttachment1Data Optional if creating a work information record

/attachmentData
z2AF_Act_Attachment_1 WorkInfoAttachment1OrigSize Optional if creating a work information record

/attachmentOrigSize

/attachmentName

/attachmentData

/attachmentOrigSize

/attachmentName

/attachmentData

/attachmentOrigSize
BillToAddr_Street BillToStreet Bill To fields are required and will be set based on Requested For.
BillToAddr_City Name+ BillToCity
BillToAddr_State Prov+ BillToStateProv

BillToAddr_Postal Code+ BillToPostalCode
BillToAddr_Country+ BillToCountry
ShipToAddr_Street ShipToStreet Ship To fields are required and will be set based on Requested
For.
ShipToAddr_City Name+ ShipToCity
ShipToAddr_State Prov+ ShipToStateProv
ShipToAddr_Postal ShipToPostalCode
Code+
ShipToAddr_Country+ ShipToCountry
Assigned Support SupportCompany Assigned field values can be automatically set by workflow if a
Company Group Assignment General event is defined.
Assigned Support SupportOrganization

Organization
Assigned Group AssignedGroup
Assignee Assignee
TemplateInstanceID ChangeTemplateInstanceID Integration available if Change Management is installed. Specify

the CHG Template ID (FieldID 179) which can be found in the CHG:
Template form. If value is supplied then Installed Needed should
be set to Yes.
The following table lists input values for the child level of the Create_PurchaseRequisition
operation and maps to the AST:PurchaseLineItemInterface_Create form.
Input field values
zID_Action Action Required field "CREATE" is the only keyword supported and
must be in upper case.
Part Number PartNumber Required field
Short Description Description Required field
Status Status Required field Accepted status values: In Preparation, On Order,

Partially Received, Received, and Cancelled.
Asset Class ID AssetClassID Required field in the format of CI Keyword, for example
BMC_COMPUTERSYSTEM.
Unit of Measure UnitOfMeasure
Required Qty* RequiredQty Required field
Total Received Qty TotalReceivedQty Required if auto receive is set to yes and CI Type is Software
Class or if Status is Received.
Unit Price/currencyValue UnitPriceAmount

If a value is provided, must provide the currency code. If Unit

Price is 0 and if the order status is "In Preparation", then the
Status of PLI will switch to Pending Pricing.
Unit Price/currencyCode UnitPriceCurrency Code Must provide a currency value if currency code is provided.
Estimated Price EstimatedPriceAmount If a value is provided, must provide the currency code.
/currencyValue
Estimated Price EstimatedPriceCurrencyCode Must provide a currency value if currency code is provided.
/currencyCode
Actual Price/currencyValue ActualPriceAmount If a value is provided, must provide the currency code.
Actual Price/currencyCode ActualPriceCurrency Code Must provide a currency value if currency code is provided.
Taxable Taxable Set to "Yes" if Tax Amount is supplied.
Tax Amount/currencyValue TaxAmount If a value is provided, must provide the currency code.
Tax Amount/currencyCode TaxCurrencyCode Must provide a currency value if currency code is provided.
Tax Rate TaxRate If Taxable = "Yes", must provide rate.
Shipping & Handling ShippingAndHandling If a value is provided, must provide the currency code.
/currencyValue Amount
Shipping & Handling ShippingAndHandling Must provide a currency value if currency code is provided.
/currencyCode CurrencyCode
Product Categorization Tier ProductTier1 Required if CI Type is Software Class.

1

2

3
Model ProductName Required if CI Type is Software Class.
Version Number ModelVersion
MarketVersion MarketVersion Required if CI Type is Software Class.
Manufacture Name+ Manufacturer Required if CI Type is Software Class.
Supplier Name+ SupplierName Required for most Status values. If Supplier is not filled in while
In Preparation then the Status will switch to Pending Pricing.
Date Required DateRequired Required field
Date Ordered DateOrdered Required if Status is On Order or greater.
Estimated Receiving Date DateToReceive
LicenseCertificateType CertificatePurchaseType Required if Software Contract ID is used
Software Contract ID SoftwareContractID Either SoftwareContractID or Certificate ID is required if CI Type

is Software Class.
LicenseTypeGUID LicenseType

Required if Software Contract ID is used. Need to provide the

license type GUID. In order to get this, user must go to the
interface form and use the drop down box to select the type. The
GUID will be displayed when type is selected.
zID_CertificateID CertificateID Either SoftwareContractID or Certificate ID is required if CI Type

is Software Class. If the CertificateID is specified, it must be a
valid Certificate ID and should not be related to another
purchase line item.
PRNumber PRNumber Available for storing external procurement system reference

number.
PO Number PONumber Available for storing external purchase order reference number.
Quote Number QuoteNumber
QuoteDesc QuoteInfo
Data Tags Data Tags Hidden field that can store a tag identifier.
Cost Center CostCenter Required if Software Contract ID is used.
Attachment1 PLIAttachment1Name
/attachmentName
Attachment1 PLIAttachment1Data
/attachmentData
Attachment1 PLIAttachment1OrigSize
/attachmentOrigSize
Notes to Purchasing NotesToPurchasing
Notes to Supplier NotesToSupplier
Notes EnterNotes
zID_Activity_Type WorkInfoType Required if creating a work information record.
zID_ActivityDate_Tab WorkInfoDate Required if creating a work information record.
zID_CommunicationSource WorkInfoSource Required if creating a work information record.
zID_Summary WorkInfoSummary Required if creating a work information record.
zID_Detailes WorkInfoNotes Required if creating a work information record.
z2AF_Act_Attachment_1 WorkInfoAttachment1Name Optional if creating a work information record.

/attachmentName
z2AF_Act_Attachment_1 WorkInfoAttachment1 Data Optional if creating a work information record.

/attachmentData
z2AF_Act_Attachment_1 WorkInfoAttachment1 Optional if creating a work information record.

/attachmentOrigSize OrigSize

z2AF_Act_Attachment_2 WorkInfoAttachment2 Name Optional if creating a work information record.

/attachmentName

/attachmentData

z2AF_Act_Attachment_3 WorkInfoAttachment3 Name Optional if creating a work information record.

/attachmentName

/attachmentData

zID_Secure_Log WorkInfoLocked Required if creating a work information record.
zID_View_Access WorkInfoViewAccess Required if creating a work information record. Supported values

are "Internal" or "External."
Buyer Name BuyerName Will be stored in the Purchase Order if one is generated.
OrderConfirmationTypeCode ConfirmationCode Will be stored in the Purchase Order if one is generated.
Payment Terms PaymentTerms Will be stored in the Purchase Order if one is generated.
Freight Terms FreightTerms Will be stored in the Purchase Order if one is generated.
Ship Via ShipVia Will be stored in the Purchase Order if one is generated.
Shipping Options ShippingOptions Will be stored in the Purchase Order if one is generated.
The following table lists output values for the parent level of the Create_PurchaseRequisition
operation from the AST:PurchaseRequisitionInterface_Create form.
Output field values
instanceId InstanceID Unique identifier generated for each purchase requisition.
Requisition ID RequisitionID Unique visible Requisition ID system generated.
The following table lists output values for the child level of the Create_PurchaseRequisition
operation from the AST:PurchaseLineItemInterface_Create form.
Output field values
instanceId InstanceID Unique identifier generated for each line item.

AST_PurchaseRequisition_QueryModify_WS
This is a complex web service based on the PurchaseRequisitionQueryModify.xsd file, which is
provided with the application. This web service supports two operations, which are query and
modify.
Query_PurchaseRequisition (see page 521)

AST-PurchaseRequisitionInterface (Query) (see page 521)
Update_PurchaseRequisition (see page 525)
Query_PurchaseRequisition
This operation supports a qualification to query for parent requisitions. It will also return related
children purchase line items and work information records for each purchase requisition found,
based on the qualification entered. Depending on how general the qualification is, startRecord and
maxLimit can be used to determine how many records should be shown at a time.
The following table lists input values for the parent level of the Query_PurchaseRequisition
operation against AST:PurchaseRequisitionInterface form.
Input field values
Qualification AR System qualification required.
startRecord
maxLimit
AST-PurchaseRequisitionInterface (Query)
The following table lists output values for the parent level of the Query_PurchaseRequisition
operation and maps to the AST:PurchaseRequisitionInterface form.
Output field values
instanceId InstanceID Returns unique instance ID of the purchase requisition.
Requisition ID RequisitionID Returns unique visible Requisition ID.
Status Status
Date Required DateRequired
Description Description
Justification Justification
For_Company RequestedForCompany
For_Full Name RequestedForFullName

Manager Name ManagerFullName
Manager Login Name ManagerLoginName
By_Company RequestedByCompany
Requested_By_PersonID RequestedByPersonID
By_Full Name RequestedByFullName
PRNumber PRNumber
DataTags DataTags
Install Needed InstallNeeded
BillToAddr_Street BillToStreet
ShipToAddr_Street ShipToStreet
ShipToAddr_Postal Code+ ShipToPostalCode
Assigned Support Company SupportCompany
Assigned Support Organization SupportOrganization
Assignee Assignee
Change Template ChangeTemplateName

TemplateInstanceID ChangeTemplateInstanceID
The following table lists output values for the child level of the Query_PurchaseRequisition
operation and maps to the AST:PurchaseRequisitionWorkLog form.
Output field values
InstanceId WorkInfoInstanceId The unique Instance ID for the work information record.
PR Instance ID SourceInstanceID This is the foreign key, purchase requisition Instance ID, which the
work information record is linked to.
Work Log Type WorkInfoType
Work Log Date WorkInfoDate
Communication Source WorkInfoSource
Description WorkInfoSummary
Detailed Description WorkInfoNotes
Secure Work log WorkInfoLocked
View Access WorkInfoViewAccess
z2AF Work Log01 WorkInfoAttachment1Name

/attachmentName
z2AF Work Log01 WorkInfoAttachment1Data

/attachmentData
z2AF Work Log01 WorkInfoAttachment1OrigSize

/attachmentOrigSize

/attachmentName

/attachmentData

/attachmentOrigSize

/attachmentName

/attachmentData

/attachmentOrigSize
The following table lists output values for the child level of the Update_Requisition operation and
maps to the AST:PurchaseLineItem form.
Output field values

instanceId InstanceID Returns unique identifier, purchase line item Instance

ID.
Part Number PartNumber
Status Status
Asset Class CIType
Required Qty* RequiredQty
Total Received Qty TotalReceivedQty
Unit Price/currencyCode UnitPriceCurrencyCode
Estimated Price/currencyValue EstimatedPriceAmount
Estimated Price/currencyCode EstimatedPriceCurrencyCode
Actual Price/currencyValue ActualPriceAmount
Actual Price/currencyCode ActualPriceCurrencyCode
Taxable Taxable
Tax Amount/currencyValue TaxAmount
Tax Amount/currencyCode TaxCurrencyCode
Shipping & Handling ShippingAndHandlingAmount

/currencyValue
Shipping & Handling ShippingAndHandlingCurrency

/currencyCode Code
Product Categorization Tier 1 ProductTier1
Model ProductName
MarketVersion MarketVersion
Manufacture Name+ Manufacturer
Supplier Name+ SupplierName
Requisition ID RequisitionID
Order ID OrderID
QuoteDesc QuoteInfo

PRNumber PRNumber
PO Number PONumber
Data Tags Data Tags
Date Ordered DateOrdered
LicenseCertificateType CertificatePurchaseType
Software Contract ID SoftwareContractID
zID_LicenseType LicenseType
zID_CertificateID CertificateID
Attachment1/attachmentName PLIAttachment1Name
Attachment1/attachmentData PLIAttachment1Data
Attachment1/attachmentOrigSize PLIAttachment1OrigSize
Audit Trail ReadNotes
Update_PurchaseRequisition
This operation supports the update of an existing parent purchase requisition, and updates to
related children purchase line items and work information records. The qualification entered
determines which purchase requisitions are updated, only child records related to the parent can
be updated. In addition children purchase line items and work information records can also be
created.
The following table lists input values for the parent level of the Update_PurchaseRequisition
operation and maps to the AST:PurchaseRequisitionInterface form.
Input field values
Qualification AR System qualification required and is based on AST:

PurchaseRequisitionInterface fields.
instanceId InstanceID

Status Status
Justification Justification
For_Company RequestedForCompany
Requested_For_PersonID RequestedForPersonID
For_Full Name RequestedForFullName
Login Name RequestedForLoginName
Manager Name ManagerFullName
Manager Login Name ManagerLoginName
By_Company RequestedByCompany
Requested_By_PersonID RequestedByPersonID
By_Full Name RequestedByFullName
PRNumber PRNumber
DataTags DataTags
Install Needed InstallNeeded

ShipToAddr_Postal ShipToPostalCode
Code+
Assigned Support SupportCompany

Company
Assigned Support SupportOrganization

Organization
Assignee Assignee
TemplateInstanceID ChangeTemplateInstanceID
The following table lists input values for the child level of the Update _PurchaseRequisition
operation and maps to the AST:PurchaseRequisitionWorkLog form.
Input field values
DB field on form Displayed on web services Notes
InstanceId WorkInfoInstanceId Provides the work information Instance ID to be updated. If a new

Instance ID is provided (one that is not in the database), a new work
information record will be created.
PR Instance ID SourceInstanceID This is the foreign key, purchase requisition Instance ID, which the work
information is linked to, and required if creating a new work information
record.
Work Log Type WorkInfoType Required if creating a work information record. Supported values are:
Detailed Clarification, Purchase Requisition Task, General Information,
Email System,and Paging System.
Work Log Date WorkInfoDate Required if creating a work information record.
Communication WorkInfoSource Required if creating a work information record. Supported values are:
Source Email, Fax, Phone, Voice Mail, Walk In, Pager, System Assignment,
Web, and Other.
Description WorkInfoSummary Required if creating a work information record.
Detailed Description WorkInfoNotes Optional if creating a work information record.
Secure Work log WorkInfoLocked Required if creating a work information record. Supported values are
"Yes" or "No."
View Access WorkInfoViewAccess Required if creating a work information record. Supported values are
"Internal" or "Public."
z2AF Work Log01 WorkInfoAttachment1Name Optional if creating a work information record.

/attachmentName
WorkInfoAttachment1Data Optional if creating a work information record.

z2AF Work Log01

/attachmentData
z2AF Work Log01 WorkInfoAttachment1OrigSize Optional if creating a work information record.

/attachmentOrigSize

/attachmentName
z2AF Work Log02 WorkInfoAttachment2Data Optional if creating a work information record.

/attachmentData

/attachmentOrigSize

/attachmentName

/attachmentData

/attachmentOrigSize
The following table lists input values for the child level of the Update_PurchaseRequisition
operation and maps to the AST:PurchaseLineItem form.
Input field values
DB field on form Displayed on web Notes

services
instanceId InstanceID Provide the purchase line item Instance ID to be updated. If a new
Instance ID is provided, a purchase line item will be created.
Part Number PartNumber Required if creating a new purchase line item.
Description Description Required if creating a new purchase line item.
Status Status Required if creating a new purchase line item.
Asset Class ID AssetClassID Required if creating a new purchase line item in the format of CI Keyword.
For example, BMC_COMPUTERSYSTEM.
Asset Class AssetClass Required if creating a new purchase line item in the format of Proper
Name of CI.
RequestedFor_Company RequestedForCompany Required if creating a new purchase line item.
Unit of Measure UnitOfMeasure Required if creating a new purchase line item.
Required Qty* RequiredQty Required if creating a new purchase line item.
Received Qty ReceivedQty
Unit Price/currencyValue UnitPriceAmount If a value is provided, must provide the currency code.
Unit Price/currencyCode UnitPriceCurrencyCode Must provide a currency value if currency code is provided.
EstimatedPriceAmount If a value is provided, must provide the currency code.


services
Estimated Price
/currencyValue
Estimated Price EstimatedPriceCurrency Must provide a currency value if currency code is provided.
/currencyCode Code
Actual Price ActualPriceAmount If a value is provided, must provide the currency code.
/currencyValue
Actual Price ActualPriceCurrency Must provide a currency value if currency code is provided.
/currencyCode Code
Taxable Taxable Supported values are "Yes" or "No".
Tax Amount TaxAmount If a value is provided, must provide the currency code.
/currencyValue
Tax Amount TaxCurrencyCode Must provide a currency value if currency code is provided.
/currencyCode
Tax Rate TaxRate If Taxable = "Yes", must provide rate.
Shipping & Handling ShippingAndHandling If a value is provided, must provide the currency code.
Shipping & Handling ShippingAndHandling Must provide a currency value if currency code is provided.
Product Categorization ProductTier1 Required if creating a new purchase line item, and CI Type is Software
Tier 1 Class.
Tier 2 Class.
Tier 3 Class.
Model ProductName Required if creating a new purchase line item, and CI Type is Software
Class.
MarketVersion MarketVersion Required if creating a new purchase line item, and CI Type is Software
Class.
Manufacture Name+ Manufacturer Required if creating a new purchase line item, and CI Type is Software
Class.
Supplier Name+ SupplierName Required if creating a new purchase line item.
Date Required DateRequired Required if creating a new purchase line item.
Date Ordered DateOrdered Required if creating a new purchase line item, CI Type is Software Class,
and Auto receive is set to "Yes" or if Status is On Order or higher.
Estimated Receiving DateToReceive

Date
LicenseCertificateType CertificatePurchaseType Required if creating a new purchase line item, and Software Contract ID
is provided.


services
Software Contract ID SoftwareContractID Either SoftwareContractID or Certificate ID is required if creating a new

line, and CI Type is Software Class.
zID_LicenseType LicenseType Required if Software Contract ID is provided. Need to provide the license
type GUID. In order to get this, user must go to the interface form and use
the drop down box to select the type. The GUID will be displayed when
type is selected. This value is the value used.
zID_CertificateID CertificateID Either SoftwareContractID or Certificate ID is required if CI Type is

Software Class. If the CertificateID is specified, it must be a valid
Certificate ID and should not be related to another purchase line item.
PRNumber PRNumber
PO Number PO]Number
QuoteDesc QuoteInfo
Data Tags Data Tags
Cost Center CostCenter Required if creating a new purchase line item, and Software Contract ID
is provided.
Attachment1 PLIAttachment1Name
/attachmentName
Attachment1 PLIAttachment1Data
/attachmentData
Attachment1 PLIAttachment1OrigSize
/attachmentOrigSize
The following table lists output values for the parent level of the Update_PurchaseRequisition
operation from the AST:PurchaseRequisitionInterface form.
Output field values
InstanceId InstanceID Unique identifier for each updated purchase requisition.
Requisition ID RequisitionID Unique visible Requisition ID for each updated purchase requisition.
The following table lists output values for the child level of the Update_PurchaseRequisition
operation from the AST:PurchaseRequisitionWorkLog form.

Output field values
InstanceId InstanceID Unique identifier for each updated or added work information record.
The following table lists output values for the child level of the Update_PurchaseRequisition
operation from the AST:PurchaseLineItem form.
Output field values
InstanceId InstanceID Unique identifier for each updated or added purchase line item.
AST_PurchaseOrder_QueryModify_WS
This is a complex web service based on the PurchaseOrderQueryModify.xsd file, which is provided
with the application. This web service contains the following two operations:
Query_PurchaseOrder (see page 531)

Update_PurchaseOrder (see page 534)
Query_PurchaseOrder
This operation supports a qualification to query for purchase orders. It will also return related
children purchase line items for each purchase order found, based on the qualification entered.
Depending on how general the qualification is, startRecord and maxLimit can be used to determine
how many records should be shown at a time.
The following table lists input values for the Query_PurchaseOrder operation against the parent
AST:PurchaseOrderInterface form.
Input field values
DB field on interface Displayed on web Notes

form services

PurchaseOrderInterface fields.
startRecord
maxLimit
The following table lists output values for the parent level of the Query_PurchaseOrder operation
and maps to the AST:PurchaseOrderInterface form.
Output field values

Order ID OrderID Returns unique system-generated Order ID.
Status Status
PO Number PONumber
Payment Terms PaymentTerms
Buyer Buyer
Requested By+ RequestedBy
Tax Rate TaxRate
Shipping & Handling/currencyValue ShippingAndHandlingAmount
Shipping & Handling/currencyCode ShippingAndHandlingCurrency Code
BillToAddr_State/Prov BillToStateProv
BillToAddr_Postal Code BillToPostalCode
BillToAddr_Country BillToCountry
ShipToAddr_State/Prov ShipToStateProv
ShipToAddr_Postal Code ShipToPostalCode
ShipToAddr_Country ShipToCountry
Freight Terms FreightTerms
Ship Via ShipVia
Shipping Options ShippingOption
OrderConfirmation Type Code OrderConfirmationTypeCode
WebServiceOrder WebServiceOrder
The following table lists output values for the child level of the Query_PurchaseOrder operation and
Output field values

instanceId InstanceID Returns unique identifier, purchase line item Instance

Id.
Status Status
Asset Class CIType
RequestedForCompany RequesterCompany
Unit of Measure ProductUnitOfMeasureCode
Required Qty* RequiredQty
Taxable Taxable
Shipping & Handling ShippingAndHandling Amount

/currencyValue
Shipping & Handling ShippingAndHandling

Product Categorization Tier 1 Tier1
Model ProductName
Manufacture Name+ Manufacturer
Order ID OrderID

QuoteDesc QuoteInfo
Attachment1/attachmentName DetailsAttachment1Name
Attachment1/attachmentData DetailsAttachment1Data
Attachment1/attachmentOrigSize DetailsAttachment1OrigSize
LicenseCertificateType PurchaseType
Software Contract ID SoftwareContractID
zID_CertificateID CertificateID
Update_PurchaseOrder
This operation supports the update of a purchase order plus updates to existing purchase line
items. The qualification entered determines which purchase order is updated. Only child records
related to the parent can be updated.
The following table lists the input values for the parent level of the Update_PurchaseOrder
operation and maps to the AST:PurchaseOrderInterface form.
Input field values
Qualification AR System qualification required, and is based on AST:

PurchaseOrderInterface fields.
Order ID OrderID
Status Status
PO Number PONumber Available for storing external purchase order reference number.

Payment Terms PaymentTerms
Buyer Buyer
Requested By+ RequestedBy
Tax Rate TaxRate
Tax Amount/currencyValue TaxAmount Must provide currency value if currency code provided.
Tax Amount/currencyCode TaxCurrencyCode Must provide currency code if currency value provided.
Shipping & Handling ShippingAndHandling Must provide currency value if currency code provided.
Shipping & Handling ShippingAndHandling Must provide currency code if currency value provided.
BillToAddr_State/Prov BillToStateProv
BillToAddr_Postal Code BillToPostalCode
BillToAddr_Country BillToCountry
ShipToAddr_State/Prov ShipToStateProv
ShipToAddr_Postal Code ShipToPostalCode
ShipToAddr_Country ShipToCountry
Freight Terms FreightTerms
Ship Via ShipVia
OrderConfirmation Type OrderConfirmationType

Code Code
WebServiceOrder WebServiceOrder
The following table lists input values for the child level of the Update_PurchaseOrder operation and
Input field values
instanceId InstanceID Provide the purchase line item Instance ID to be updated.
Unit Price/currencyValue UnitPriceAmount Must provide currency value if currency code provided.

Unit Price/currencyCode UnitPriceCurrencyCode Must supply currency code if currency value provided.
Taxable Taxable
QuoteDesc QuoteInfo
EstimatedReceivingDate DateToReceive
The following table lists output values for the parent level of the Update_PurchaseOrder operation
from the AST:PurchaseOrderInterface form.
Output field values
instanceId InstanceID Unique identifier for each updated purchase order.
The following table lists output values for the child level of the Update_PurchaseOrder operation
from the AST:PurchaseLineItem form.
Output field values
instanceId InstanceID Unique identifier for each updated purchase line item.
AST_PurchaseLineItem_QueryModify_WS
This is a complex web service based on the PurchaseLineItemQueryModify.xsd file, which is
provided with the application. This web service contains the following two operations:
Query_PurchaseLineItem (see page 537)

Update_PurchaseLineItem (see page 540)

Query_PurchaseLineItem
The query operation supports a qualification to query for purchase line items. It will also return
related children work information and return records for each purchase line item found, based on
the qualification entered. Depending on how general the qualification is, startRecord and maxLimit
can be used to determine how many records should be shown at a time.
The following table lists input values for the Query_PurchaseLineItem operation against the parent
AST:PurchaseLineItemInterface form.
Input field values
DB field on interface Displayed on web Notes

form services

PurchaseLineItemInterface fields.
startRecord
maxLimit
The following table lists output values for the parent level of the Query_PurchaseLineItem
operation and maps to the AST:PurchaseLineItemInterface form.
Output field values
InstanceID InstanceID Returns unique identifier, purchase line item Instance

Id.
Description ItemDescription
Status ItemStatus
Asset Class CIType
RequestedFor_Company RequesterCompany
Required Qty RequiredQty

Taxable Taxable
ShippingAndHandling ShippingAndHandlingAmount
/currencyValue
ShippingAndHandling ShippingAndHandling
ProductName Model
ModelVersion VersionNumber
Manufacturer ManufacturerName+
SupplierName Supplier Name+
RequisitionID Requisition ID
OrderID Order ID
QuoteNumber Quote Number
QuoteDesc QuoteInfo
PRNumber PRNumber
PO Number PONumber
Data Tags DataTags
Attachment1/attachmentName PLIAttachmentName
Attachment1/attachmentData PLIAttachmentData

Attachment1/attachmentOrigSize PLIAttachmentOrigSize
License Certificate Type CertificatePurchaseType
Software Contract ID Software Contract ID
zID_LicenseCertificateID CertificateID
The following table lists output values for the child level of the Query_PurchaseLineItem operation
and maps to the AST:PurchaseRequisitionWorkLog form.
Output field values
InstanceId WorkInfoInstanceID The unique Instance ID for the work information record.
Purchase Line Item SourceInstanceID This is the foreign key, purchase line item Instance ID, which the
Instance ID work information record is linked to.
Work Log Type WorkInfoType
Work Log Date WorkInfoDate
Communication Source WorkInfoSource
Description WorkInfoSummary
Detailed Description WorkInfoNotes
Secure Work Log WorkInfoLocked
View Access WorkInfoViewAccess

/attachmentName

/attachmentData

/attachmentOrigSize

/attachmentName

/attachmentData

/attachmentOrigSize

/attachmentName

/attachmentData


/attachmentOrigSize
The following table lists output values for the child level of the Query_PurchaseLineItem operation
and maps to the AST:PurchaseReturn form.
Output field values
Instanceid InstanceID Returns unique identifier.
Line Item Instance ID LineItemInstanceID Purchase line item Instance ID.
Type Type
RMA Number RMANumber
Quantity to Return QuantityToReturn
Reason for Return ReasonForReturn
Replacement Received ReplacementReceived
Update_PurchaseLineItem
This operation supports the update of an existing purchase line item, and updates to related
children work information and return records. The qualification entered determines which purchase
line items are updated. Only child records related to the parent can be updated. In addition,
children work information and return records can also be created.
The following table lists the input values for the parent level of the Update_PurchaseLineItem
operation and maps to the AST:PurchaseLineItemInterface form.
Input field values
Qualification AR System qualification required.
Taxable Taxable
QuoteDesc QuoteInfo

The following table lists input values for the child level of the Update_PurchaseLineItem operation
and maps to the AST:PurchaseRequisitionWorkLog form.
Input field values
InstanceId WorkInfoInstanceID If a new Instance ID is provided (one that is not in the database), a new
work information record will be created. If existing instance Id is provided
the matching work information record will be updated.
Purchase Line Item SourceInstanceID This is the foreign key, purchase line item Instance ID, which the work
Instance ID information record is linked to. Required if creating a new work
information record.
Work Log Type WorkInfoType Required if creating a work information record. Supported values are:
Detailed Clarification, Purchase Requisition Task, General Information,
Email System and Paging System.
Work Log Submit WorkInfoDate Required if creating a work information record.

Date
Communication WorkInfoSource Required if creating a work information record. Supported values are:
Source Email, Fax, Phone, Voice Mail, Walk In, Pager, System Assignment,
Web and Other.
Description WorkInfoSummary Required if creating a work information record.
Detailed Description WorkInfoNotes Required if creating a work information record.
Secure Work Log WorkInfoLocked Required if creating a work information record. Supported values are:
"Yes" or "No."
View Access WorkInfoViewAccess Required if creating a work information record. Supported values are:

/attachmentName

/attachmentData

/attachmentOrigSize


/attachmentName

/attachmentData

/attachmentOrigSize

/attachmentName

/attachmentData

/attachmentOrigSize
The following table lists input values for the child level of the Update_PurchaseLineItem operation
and maps to the AST:PurchaseReturn form.
Input field values
DB field on Displayed on web Notes

form services
Instanceid Instanceid If a new Instance ID is provided, a purchase return will be created and this is the typical
usage. If existing Instance ID is provided updates can be made.
Line Item LineItem Purchase line item Instance Id is required.

Instance ID InstanceID
Type Type Required field "Replace" and "Return."
RMA RMANumber Required field

Number
Quantity to QuantityToReturn Required field

Return
Reason for ReasonForReturn Required field

Return
The following table lists output values for the parent level of the Update_PurchaseLineItem
operation from the AST:PurchaseLineItemInterface form.
Output field values
InstanceId InstanceID Unique identifier for each updated purchase line item.
The following table lists output values for the child level of the Update_PurchaseLineItem operation
from the AST:PurchaseRequisitionWorkLog form.
Output field values

InstanceId WorkInfoInstanceID Unique identifier for each updated or added work information record.
The following table lists output values for the child level of the Update_PurchaseLineItem operation
from the AST:PurchaseReturn form.
Output field values
Instanceid ReturnsInstanceID Unique identifier for each updated or added purchase return.
AST_WorkInfoInterface_Create_WS
This is a simple web service. It contains one operation and supports the creation of a work
information record for either a purchase requisition or purchase line item.
Create_WorkInfo (see page 543)
Create_WorkInfo
The following table describes the input field values for this function.
Input field values

services
zID_Action zID_Action Required field with two keywords supported; "CREATEPR" to create a work
information for purchase requisition and "CREATEPLI" to create a work
information record for a purchase line item.
SourceInstanceID SourceInstanceID Required field Provide either the purchase requisition Instance Id or the
purchase line item Instance Id.
Work Log Type Work_Log_Type Required for creating a work information record. Supported values are
Detailed Clarification, Purchase Requisition Task, General Information, Email
System and Paging System.
Description Description Required for creating a work information record.
Secure Work Log Secure_Work_Log Required for creating a work information record. Supported values are "Yes"
or "No."
View Access View_Access Required for creating a work information record. Supported values are
Status Status Required for creating a work information record.
Work Log Submit Work_Log_Submit_Date Required for creating a work information record.
Date
Submitter Submitter Required for creating a work information record.
Assigned To Assigned_To Optional for creating a work information record.


services
Short Description Short_Description Required for creating a work information record.
Assignee Groups Assignee_Groups
Vendor Assignee Vendor_Assignee_Groups

Groups
Requisition ID Requisition_ID Set using workflow.
PRNumber PRNumber Set using workflow.
Data Tags Data Tags Optional for creating a work information record.
Notes Notes Optional for creating a work information record.
Work Log Submitter Work_Log_Submitter Optional for creating a work information record.
z2AF Work Log01 WorkInfoAttachment1 Optional for creating a work information record.
/attachmentName Name
/attachmentData Data
Number of Number_of_Attachments Optional for creating a work information record.

Attachments
Communication Communication_Source Recommended for creating a work information record.

Source
Work Log Date Work_Log_Date Recommended for creating a work information record.
The following table lists output values for the AST:WorkInfoInterface_Create form.
Output field values
InstanceID InstanceID Unique identifier generated for a work information record.

AST_PurchaseOrder_WS and AST_PurchaseOrder_WS_noDate

This section describes the inputs and outputs for the following web services:
AST_PurchaseOrder_WS
AST_PurchaseOrder_WS_noDate
Note
With a few noted exceptions, these web services share the same mapping structure. See
the Notes column in the following tables for details about the exceptions.
The qualifications across these two web services differ from each other as described in the
following table:
Qualifications
Web service Qualifications
AST_PurchaseOrder_WS This function has a value of 1 (Yes) for the WebServiceOrder field on the AST:
PurchaseOrder form. For the Get_List_Of_New_Pos functions, you must set the
OrderConfirmationTypeCode field to null on the AST:PurchaseOrder form.
AST_PurchaseOrder_WS_noDate This function has a value of 0 (No) for the WebServiceOrder field on the AST:PurchaseOrder
form. For the Get_List_Of_New_Pos functions, you must set the
OrderConfirmationTypeCode field to null on the AST:PurchaseOrder form.
Note
The WebServiceOrder and OrderConfirmationTypeCode fields appear on the Tracking

tab of the AST:PurchaseOrder form.
For details of the related functions, see:
Update_PO_Confirmation (see page 545)

Get_Specific_PO (see page 546)
Get_List_Of_New_POs (see page 547)
Update_PO_Confirmation
Use the Update_PO_Confirmation function to update information about a specific purchase order
and its set of line items. The following table describes the field values required to use this function.
Input field values

Field DB name on form Displayed on web services Notes
N/A POID Qualification to search on
Supplier Name+ Supplier Used in AST_ PurchaseOrder_ WS qualification only
PO Number PONumber
Freight Terms Freight Terms
Ship Via ShipVia
currencyValue ShippingCost. Shipping & Handling field on AST: PurchaseOrder

MonetaryAmount
currencyCode ShippingCost.CurrencyCode Shipping & Handling field on AST: PurchaseOrder
Tax Rate TaxRate
OrderConfirmationTypeCode OrderConfirmationTypeCode
AST:PurchastLineItem getListValues Line items are a subset of a purchase order. A one-to-many

relationship is defined for line items to purchase orders.
instanceId ItemID
currencyValue UnitPrice.MonetaryAmount
currencyCode UnitPrice.CurrencyCode
Get_Specific_PO
This function returns the values of a specific purchase order and its line items.
Input field values
Displayed on web services Notes
PONumber Qualification on which to search
Supplier
The following table lists the output field values.
Output field values
POID
PONumber
POStatus
DateOrdered
Supplier
Buyer

NotesToSupplier
FreightTerms
ShipVia
ShippingOption
ShippingCost.MonetaryAmount
ShippingCost.CurrencyCode
TotalPrice.MonetaryAmount
TotalPrice.CurrencyCode
BillingTo.AddressLine1
BillingTo.AddressCity
BillingTo.AddressState
BillingTo.AddressPostalCode
BillingTo.AddressCountry
ShippingTo.AddressLine1
ShippingTo.AddressCity
ShippingTo.AddressState
ShippingTo.AddressPostalCode
ShippingTo.AddressCountry
Item Line items on a purchase order. It has a one-to-many relationship with purchase order.
ItemID
PartNumber
ItemDescription
ItemStatus
Quantity
ProductUnitOfMeasureCode
UnitPrice.MoneteryAmount
UnitPrice.CurrencyCode
QuoteNumber
Taxable
Get_List_Of_New_POs
This function returns the values for a list of purchase orders and its line items.
Input field values

Displayed on web services
Supplier
Output field values
POID
PONumber
POStatus
DateOrdered Only displayed in the AST_PurchaseOrder_WS web service
Supplier
Buyer
NotesToSupplier
FreightTerms
ShipVia
ShippingOption
ShippingCost.MonetaryAmount
ShippingCost.CurrencyCode
BillingTo.AddressLine1
BillingTo.AddressCity
BillingTo.AddressState
BillingTo.AddressPostalCode
BillingTo.AddressCountry
ShippingTo.AddressLine1
ShippingTo.AddressCity
ShippingTo.AddressState
ShippingTo.AddressPostalCode
ShippingTo.AddressCountry
OrderConfirmationTypeCode
Item Line item for purchase order. It has a one-to-many relationship with purchase order.
ItemID
PartNumber
ItemDescription

ItemStatus
Quantity
ProductUnitOfMeasureCode
UnitPrice.MoneteryAmount
UnitPrice.CurrencyCode
QuoteNumber
Taxable
AST_PurchaseOrderInterface_WS
The purchase order interface web service lets you modify and query purchase order records
through an interface form. The AST_PurchaseOrder_WS and
AST_PurchaseOrder_WS_noDateweb services also perform these functions, but interact directly
with the AST:PurchaseOrder form.
PO_Modify_Service (see page 549)

PO_Query_Service (see page 550)
PO_GetListofNewPO_Service (see page 551)
PO_Modify_Service
This function updates a purchase order by way of the AST:PurchaseOrderInterface form. You
cannot update the line items for a purchase.
Input field values
N/A POID A qualification to search on
N/A Supplier Used for qualification
Requisition ID Requisition_ID
PO Number PONumber
Status Status
WebServiceOrder
Buyer Buyer
Date Ordered Date_Ordered
Payment Terms Payment_Terms
Tax Rate Tax_Rate
BillToAddr_City_Name+ BillToAddr_City_Name

BillToAddr_Country BillToAddr_Country
BillToAddr_PostalCode+ BillToAddr_PostalCode
BillToAddr_State/Prov BillToAddr_State_Prov
ShipToAddr_Street ShipToAddr_Street
ShipToAddr_City_Name+ ShipToAddr_City_Name
ShipToAddr_Country ShipToAddr_Country
ShipToAddr_PostalCode+ ShipToAddr_PostalCode
ShipToAddr_State/Prov ShipToAddr_State_Prov
ShipToAddr_Street ShipToAddr_Street
PO_Query_Service
The PO_Query_Service function returns a specific purchase order by way of the AST:
PurchaseOrderInterface form.
Note
A query cannot return line item values for a purchase order.
Input field values
Order_ID Used as a qualification
Output field values
Order_ID
PO_Number
Status
Supplier_Name
Buyer
Notes_to_Supplier
Freight_Terms
Payment_terms

ShippingVia
ShippingOptions
OrderConfirmationTypeCode
BillToAddr_City_Name+
BillToAddr_Country
BillToAddr_PostalCode+
BillToAddr_State/Prov
ShipToAddr_Street
ShipToAddr_City_Name+
ShipToAddr_Country
ShipToAddr_PostalCode+
ShipToAddr_State/Prov
ShipToAddr_Street
PO_GetListofNewPO_Service
The PO_GetListofNewPO_Service function returns a group of purchase orders by way of the AST:
PurchaseOrderInterface form.
Note
This function cannot return the line item values for a purchase order.
Input field values
Qualification A valid AR System qualification
Output field values
Order_ID
PO_Number
Status
Supplier_Name

Notes_to_Supplier
Buyer
Date_Ordered
Freight_Terms
Payment_Terms
OrderConformationTypeCode
ShipVia
Shipping_Options
BillToAddr_City_Name
BillToAddr_Country
BillToAddr_PostalCode
BillToAddr_State/Prov
ShipToAddr_Street
ShipToAddr_City_Name
ShipToAddr_Country
ShipToAddr_PostalCode
ShipToAddr_State/Prov
ShipToAddr_Street
AST_CIUnavailabilityInterface_WS
The AST_CIUnavailabilityInterface_WS allows for a user to query for a list of unavailability records
that are associated with a CI.
GetListOfUnavailability function (see page 552)
GetListOfUnavailability function
The GetListOfUnavailability function returns a list of unavailable CIs by the way of the AST: CI
Unavailablity join form.
Input field values
Qualification A valid AR System qualification
Output field values

ActualEndDate
ActualStartDate
CIName
CIReconID
CrossReferenceID
Description
ScheduledEndDate
ScheduledStartDate
UnavailabilityClass
UnavailabilityStatus
UnavailabilityType
BMC Remedy Service Request Management integration forms

The following features have been included as a part of the BMC Service Request Management and
BMC Asset Management integration.
Hardware Inventory Reservation and Release from BMC Service Request Management
(see page 553)
Management (see page 557)
Hardware Inventory Reservation and Release from BMC Service Request

Management
The Hardware or Inventory Reservation/Release feature is installed as a part of the Asset
Inventory (ASI) application. This feature can access required Inventory Management information
from within applications like BMC Service Request Management or using Web Services. It allows
applications to release or reserve CIs using information from BMC Asset Management (AST:Base
Element).
This feature includes the following functions:
#Get CI Information (see page 554) returns the selected CI types' current usage information
to the requesting application.
#Reserve CI (see page 554) updates the selected CI type status in AST:BaseElement.
#Release CI (see page 555) releases the requested number of CIs from the application
request or from the Reservation Details dialog box.

Get CI Information
The Get CI Information function returns the selected CI types' current usage information to the
requesting application when the user is submitting a new hardware request.
Input field values
DB field name Field on interface form Notes
Company Company Required Field
CI Type CI Type Required Field
Categorization Tier 1 Product Categorization Tier 1 Required Field
Categorization Tier 2 Product Categorization Tier 2 Required Field
Categorization Tier 3 Categorization Tier 3 Required Field
z1D Action z1D Action To execute this function, value = "GET_HARDWARE_ID"
The following table lists the output field values:
Output field values
DB field name Displayed on interface form Notes
z1D_Number_CI_Reserved Number Reserved Integer field to indicate number of CIs reserved
z1D_Number_CI_Available Number Available Integer field to indicate number of CIs available
z1D_ReturnCode Return Code Selection field with possible values:
Required fields NULL

CI Type Not Found
CI Type Not Available
CI Type Available
Not Enough CIs
CI Reserved
CI Released
Reserve CI
The Reserve CI function reserves the requested number of CIs for a user from the application
request and updates the selected CI type status in AST:BaseElement form.
Input field values
DB field name Field on interface Notes

form
Required Field


form
Categorization Categorization Tier

Tier 1 1
Categorization Categorization Tier Required Field

Tier 2 2
Categorization Categorization Tier Required Field

Tier 3 3
z1D Action z1D Action To execute this function, value = "GET_HARDWARE_ID"
Request ID Request ID Required Field.

This field should have request ID from the application which requests the CI
App_Keyword Key of App Making Required Field.

Reservation This field should have application keyword like (MAINHELPDESK). Values of this
keyword should be present in SHR:SchemaNames
Reserved By Reserved_By Required Field. Login Name of the person making reservation
Output field values
Displayed on interface form Field on interface form Notes
z1D_Number_CI_Reserved Number Reserved Integer field to indicate number of CIs reserved
z1D_Number_CI_Available Number Available Integer field to indicate number of CIs available
z1D_CI_ID CI ID ID of the CI

CI Type Not Found
CI Type Available
Not Enough CIs
CI Reserved
CI Released
Release CI
The Release CI function releases the requested number of CIs from the application request or from
the Reservation Details dialog box and updates the selected CI status in the AST:Base Element
form.
Input field values

form


form
Categorization Tier 1 Categorization Required Field

Tier 1

Tier 2

Tier 3
z1D Action z1D Action To execute this function, value = "RELEASE_HARDWARE_LICENSE"
Request ID Request ID Required Field.

This field should have request ID from the application which placed the
reservation request
App_Keyword Key of App Required Field.

Making This field should have application keyword like (MAINHELPDESK). Values of
Reservation this keyword should be present in SHR:SchemaNames
Reserved By Reserved_By Required Field.

Login Name of the person making reservation
Number_to_be_Released Number to be Integer Field to indicate the number of CIs to be released.

Released To release all the CIs reserved for a request ID, enter 0. To partially release the
CIs, enter a non-zero number
Output field values
Displayed on interface form Field on interface form Notes
z1D_Number_CI_Available Number Available Integer field to indicate number of CI available
z1D_CI_ID CI_ID ID of the CI

CI Type Not Found
CI Type Available
Not Enough CIs
CI Reserved
CI Released

Management
The Software License Reservation/Release feature is installed as a part of the BMC Asset
Management application. This feature can access required Software License Management
information from within applications like BMC Service Request Management or using Web
Services. It allows applications to release or reserve licenses using information from Software
License Management.
This feature includes the following functions:
#Get License Information (see page 557) returns the current usage information of the
selected License Certificates to the requesting application when user submits a new
software license request.
#Reserve Software Licenses (see page 558) reserves the requested number of licenses for
a user from the application request and updates the selected Software License usage
counts in AST:License Certificates forms.
#Release Software Licenses (see page 559) releases the requested number of licenses
from the application request or from the 'Reservation Details' dialog box and updates the
selected Software License usage counts in AST:License Certificates forms.
Get License Information

The Get License Information function returns the current usage information about the selected
License Certificates to the requesting application when the user is submitting a new software
license request.
Input field values
DB field name Field on interface form Notes
Product Name Product Name Required Field
Manufacturer Manufacturer Required Field
Market Version Market Version Required Field
z1D Action z1D Action To execute this function, value = "GET_SOFTWARE_LICENSE_ID"
Reservation_Type Reservation_Type To execute this function, value = "Software"
z1D_Number_to_be_Reserved Number to be Reserved Integer Field

Output field values
DB field name Displayed on Notes

interface form
z1D_Number_Lic_Purchased Number Purchased Integer field to indicate number of licenses purchased for selected product
/license certificate
z1D_Number_Lic_Deployed Number Deployed Integer field to indicate number of licenses deployed/used for selected
product/license certificate
z1D_Number_Lic_Reserved Number Reserved Integer field to indicate number of licenses reserved for selected product
z1D_Number_Lic_Available Number Available Integer field to indicate number of licenses available for selected product
z1D_Lic Available License Available Selection field (Flag) to indicate if license available for reservation
z1D_ReturnCode Return Code Selection field with possible values
Required Fields Null

License Type Not Found
License Type not Available
License Type Available
Not Enough Licenses
Licenses Reserved
Licenses Released
Partial Licenses Available
Reserve Software Licenses

The Reserve Software Licenses function reserves the requested number of licenses for a user
from the application request and updates the selected Software License usage counts in AST:
License Certificates forms.
Input field values

form

Tier 1

Tier 2

Tier 3
z1D Action z1D Action To execute this function, value = "RESERVE_SOFTWARE_LICENSE"


form
z1D_Number_to_be_Reserved Number to be Integer Field to reserve licenses

Reserved
Request ID Request ID Required Field. This field should have request ID from the application
which requests reservation
App_Keyword Key of App Required Field. This field should have application keyword like
Making (MAINHELPDESK). Values of this keyword should be present in SHR:
Reservation SchemaNames
Output field values
Displayed on interface form Field on interface Notes

form
z1D_Number_Lic_Purchased Number Integer field to indicate number of licenses purchased for selected product
Purchased /license certificate
z1D_Number_Lic_Deployed Number Integer field to indicate number of licenses deployed/used for selected
Deployed product/license certificate
z1D_Number_Lic_Reserved Number Integer field to indicate number of licenses reserved for selected product
Reserved /license certificate
z1D_Number_Lic_Available Number Integer field to indicate number of licenses available for selected product
Available /license certificate
z1D_Lic Available License Selection field (Flag) to indicate if license available for reservation
Available

Not Enough Licenses
Licenses Reserved
Licenses Released
z1D_License_Certificate_ID License_ Returns the license certificate ID for the product reserved
Certificate_ID
Release Software Licenses

The Release Software Licenses function releases the requested number of licenses from the
application request or from the 'Reservation Details' dialog box and updates the selected Software
License usage counts in AST:License Certificates forms

Input field values

form

Tier 1

Tier 2

Tier 3
z1D Action z1D Action To execute this function, value = "RELEASE_SOFTWARE_LICENSE"
z1D_Number_to_be_Released Number to be Integer Field to release licenses

Released
Request ID Request ID Required Field. This field should have request ID from the application
which placed the reservation request
App_Keyword Key of App Required Field. This field should have application keyword like
Making (MAINHELPDESK). Values of this keyword should be present in SHR:
Reservation SchemaNames
Thed following table lists the output field values:
Output field values

form
z1D_Number_Lic_Purchased Number Purchased Integer field to indicate number of licenses purchased for selected
z1D_Number_Lic_Deployed Number Deployed Integer field to indicate number of licenses deployed/used for selected
z1D_Number_Lic_Reserved Number Reserved Integer field to indicate number of licenses reserved for selected product
z1D_Number_Lic_Available Number Available Integer field to indicate number of licenses available for selected product
z1D_Lic Available License Available Selection field (Flag) to indicate if license available for reservation


form

Not Enough Licenses
Licenses Reserved
Licenses Released
z1D_License_Certificate_ID License_Certificate_ID Returns the license certificate ID for the product released
Troubleshooting
This section provides information about issues and instructions for how to resolve or work around
the issues.
Troubleshooting software license management (see page 561)
For additional troubleshooting information, you can view the BMC Communities blog posting on
Getting the most of your logs.
Troubleshooting software license management

This section helps you troubleshoot the following problems that you might encounter in software
license management:
No CIs are related to a software license certificate (see page 561)

One or more CIs are not related to any software license certificates (see page 562)
Incorrect CIs are related to a software license certificate (see page 563)
A "per copy" license is approaching breach faster than expected (see page 563)
For your records, and to assist with troubleshooting, each certificate includes an audit trail of
modifications to the certificate and of notifications sent about the certificate.
No CIs are related to a software license certificate

The following table lists possible causes why no CIs are related to a software license certificate
and the diagnostic method to determine the cause:
Troubleshooting why no CIs are related to a software license certificate
Possible cause Diagnostic method
Categorization specified on the license

certificate does not match categorization of
discovered CIs.

View the license certificate, as described in Reviewing a software license

certificate (see page 398). If categorization fields are completed, open a CI to
see whether the categorization matches.
To fix this issue, change the categorization on the certificate either to match
the CI, or to be blank.
Connection questions are not answered View the license certificate and check the answers to connection questions.
correctly. Connection questions must be
answered correctly to connect the CI to the
certificate.
No job has been run to connect the CIs to the Open the Manage License Jobs console, as described in Manually managing
certificate. CIs attached to a license certificate (see page 413), and check the history.
View the jobs to determine whether any apply to the license type.
The license type is not correctly configured. An administrator can examine the license type, and also check the connection
When creating a license type, an administrator question as described in What are connection questions? To check for issues
specifies how the connection question answers with rules, open the AST:ConfigRuleSet form. This is an intermediate form
map to CIs in BMC Atrium CMDB. An error can between the Configure License Type wizard and the License Engine.
result in no CIs being related to the certificate.
The License Engine did not complete its run. Check the following forms:
RLE:RunHistory — Provides information about each License Engine

run, including status (Pending, Running, Aborted, Completed,
Completed with Warning, Completed with Errors)
RLE:EngineExceptions — Lists Java exceptions, RLE exceptions, and
the ruleset ID
SWLMFilter.log — This log file is typically located in the C:/Program
Files/BMC Software/ARSystem/ARServer/Db/SWLMFilter.log directory
of the server. If you turn on logging, this log file provides details of the
License Engine job run. Logging is configured from the Application
Administration console, as described Configuring the license engine
(see page 180).
The Company attribute (or another attribute Search for and open the appropriate CI, as described in Using search (see
used to connect the CI to the license certificate) page 304). The Company and Manufacturer attributes are always used to
is not set on the CIs. connect a CI to a license certificate.
Whether other attributes are required for a connection depends on the license
type. For example, for a site license, the Site attribute must be specified on
the computer system on which the product is installed.
One or more CIs are not related to any software license

certificates
The following table lists possible causes why one or more CIs would not be related to any software
license certificates, along with the diagnostic method to determine the cause:
Tips for troubleshooting one or more CIs are not related to a software license certificate

No software license certificates On the Software Asset Management console, check the Unrelated CIs panel. This panel lists
are applicable for the CI. CIs that could not be matched to license certificates by a job.
View the license certificate, as described in Reviewing a software license certificate (see
page 398). If no other CIs appear on the Software Assets tab, continue to diagnose the
cause, as described in No CIs are related to a software license certificate (see page 561). If
the Software Assets tab lists incorrectly related CIs, continue to diagnose the cause, as
described in Incorrect CIs are related to a software license certificate (see page 563).
A CI could be related to multiple On the Software Asset Management console, check the Unrelated CIs panel. This panel lists
certificates. Because the License CIs that could not be matched to license certificates by a job.
Engine cannot determine the
appropriate certificate, the CI is Check the inbox for a message with additional details. From the inbox message, you can
not related to any software relate the CI to the appropriate certificate.
Incorrect CIs are related to a software license certificate

The following table lists possible causes why incorrect CIs are related to a software license
certificate, along with the diagnostic method to determine the cause:
Tips for troubleshooting why incorrect CIs are related to a software license certificate
Categorization is too broad. Many CIs match the specified View the license certificate, as described in Reviewing a
configuration. software license certificate (see page 398). If a product is
not specified, all CIs that match the manufacturer and
categorization are related to the certificate.
Connection questions are not answered correctly. Connection View the license certificate and check the answers to
questions must be answered correctly to connect the correct CI to connection questions.
the certificate.
The license type is not correctly configured. When creating a An administrator can examine the license type, and also
license type, an administrator specifies how the connection check the connection question as described in What are
question answers map to CIs in BMC Atrium CMDB. An error can connection questions? (see page 244)
result in incorrect CIs being related to the certificate.
A "per copy" license is approaching breach faster than

expected
The "per copy" license type is based on the number of unique people using the license. Unique
people are the people related to the computer system on which the software is installed. These
people include both people related to the computer system through BMC Remedy ITSM with the
"used by" relationship and people who are discovered with dependency on the computer system.

People created in BMC Remedy ITSM are stored in the People form, but are also reconciled into
BMC Atrium CMDB in the BMC_Person class. People who are discovered by BMC discovery
products are stored in BMC Atrium CMDB in the BMC_Person class. If more people are discovered
on a computer system than expected, you might be using more licenses than expected.
BMC_Person records, when related to computer systems, are displayed on the Relationships tab
of the Computer System form. The People tab of the Computer System form displays the people
related through BMC Remedy ITSM, but does not include the people related through BMC
discovery products. The Relationships tab displays records for all related people.
You can build a query to search for people as described in Using the BMC Atrium CMDB query
dialog box to search for CIs (see page 309).
To determine the people using a per copy license
1. Open the Software Asset Management console and select the license.
2. In the Related CIs table, select a related CI and click View CI.
3. In the Product form, click the Relationships tab.
4. Select the computer system CI, and click View.
5. In the Computer System form, click the Relationships tab and count the number of
BMC_Person records.
6. Repeat step 2 through step 5 for each product CI that is related to the selected license, and
total the number of BMC_Person records.
Additional resources
The following BMC sites provide information outside of the BMC Asset Management 9.1
documentation that you might find helpful:
Service Support on BMC Communities web site

Search the BMC Support Knowledge base
BMC Educational Services, BMC Asset Management learning path
BMC Global Services, BMC Asset Management offerings
www.bmc.com information about BMC Asset Management
Documentation for related products
BMC IT Service Management Suite documentation
BMC Change Management documentation
BMC Knowledge Management documentation
BMC Service Desk documentation
BMC Service Level Management documentation
BMC Service Request Management documentation
BMC Remedy AR System Server documentation
BMC Atrium Core documentation (see page 10)

The following site, which is not created or endorsed by BMC, also provides information that you
might find helpful:
The Action Request System discussion list, ARSLIST
Support information
This topic contains information about how to contact Customer Support and the support status for
this and other releases.
Contacting Customer Support

If you have problems with or questions about a BMC product, or for the latest support policies, see
the Customer Support website at http://www.bmc.com/support. You can access product
documents, search the Knowledge Base for help with an issue, and download products and
maintenance. If you do not have access to the web and you are in the United States or Canada,
contact Customer Support at 800 537 1813. Outside the United States or Canada, contact your
local BMC office or agent.
Support status
Based on the support policy adopted September 1, 2011, for releases from that date forward, BMC
provides technical support for a product based on time rather than number of releases. The
previous release-based policy applies to releases before September 1, 2011. To view the support
status for this release, see the BMC Asset Management Support page.

Index
9
9 0 00 48
9 1 00 10, 10
a
accessing 277
accounting 155, 452
accounting information 157
active configuration 481
activity 80
additional functions 358
advanced mode 199, 206
advanced product qualification builder 48, 395
advanced qualification builder 394
advanced qualifications 497
aliases 70, 71, 77
application preferences 303
approval 269, 269, 270, 505
approval console 430
approvals 190
approval server 142, 430
approver role 140
architecture 142
asset admin 323
asset management console 286, 287, 289
asset reconciliation configuration console 176
asset user 323
assignment engine 143
assignment rules 182
assignments 182
ast purchaserequisitioninterface query 521
audits 334, 335, 336, 353, 354, 355, 356, 357, 357
audit schedules 152
authorizations 165

b
basic mode 199, 202, 249, 258
bbca 64
best practices 152, 324, 351
blackout schedules 345, 346, 346
bladelogic 64
bmc access point subclass 316
bmc asset management 10, 59, 144
bmc atrium cmdb 63, 143, 143, 144, 171, 176, 178, 190, 309, 336
bmc atrium core 171
bmc atrium discovery and dependency mapping 97, 338, 439
bmc atrium impact simulator 330, 331
bmc atrium impact simulator console 332
bmc atrium integration engine 64
bmc atrium product catalog 144
bmc bladelogic client automation 61, 275
bmc bulk inventory subclass 317
bmc configuration automation for clients 152
bmc document subclass 318
bmc equipment subclass 318
bmc generic group subclass 317
bmc licenses 223
bmc logical component subclass 318
bmc remedy ar system 142, 143, 175, 224, 267, 491
bmc remedy it service management 10
bmc remedy itsm 144, 147, 275, 275
bmc service desk 98
bmc service impact manager 98
bmc service level management 98, 275
bmc service request management 553, 557
bmc settings subclass 319
bmc system component subclass 320
bmc system service subclass 322
bmc system subclass 319
book values 452
breadcrumb bar 282
broadcasts 311, 494
bulk ci reorders 189
bulk cis 467, 468
bulk inventory 465
bulk updates 470, 470, 470
business value 51

c
calbro services 53
catalog 115
categorization 326
cdm 80
certificate groups 148, 380
certificates 148, 148, 244
charge back 463
charge backs 154, 155, 156, 442, 442, 452, 453, 455, 456, 456, 457, 458, 460, 462
charge backs process 455
chat 274, 485, 487, 487, 491
ci 56
ci forms 153, 358
ci locations 470
ci rules form 182
cis 105, 105, 148, 152, 182, 185, 186, 187, 188, 189, 190, 190, 315, 324, 326, 327, 327, 328, 330,
331, 333, 334, 335, 336, 338, 340, 341, 342, 343, 347, 348, 351, 355, 360, 370, 371, 371, 391, 413
, 413, 414, 441, 465, 466, 469, 469, 471, 477, 478, 561, 562, 563
ci status 187
ci tabs 153
ci unavailability 105, 275, 348, 351
cmdb 64, 65
company field 327, 327, 470
complex query 245
compliance 90, 209, 244
compliance actions 209, 210, 211, 212, 244
compliance questions 244
computer systems 324
concept 51, 52, 53, 54, 95, 96, 97, 99, 142, 143, 143, 143, 144, 144, 145, 146, 147, 147,
148, 151, 152, 152, 154, 156, 156, 157, 159, 159, 160, 192, 244, 275, 275, 311, 338, 341, 347, 379
, 415, 446, 485, 501
concepts 72
conditions 420
configuration 72, 116, 127, 172, 176, 178, 180, 182, 183, 184, 188, 190, 273, 339, 339, 340, 474,
474, 475, 476, 477, 478, 478, 480, 480, 481, 481, 482
configuration administrator 140
configuration catalog 159, 471
configuration items 152
configure 65
configuring 91, 182
connection 175, 244

connectivity segments 329

console list table 293
consoles 176, 178, 282, 286, 287, 289, 290, 291, 291, 293, 295, 296, 298, 299, 299, 302, 332, 392
, 430, 434, 438, 439
consumption 90
contacts 375
contract 127
contract management 298
contract management console 295, 296
contract management module 145
contract manager role 141
contracts 83, 145, 298, 362, 367, 367, 368, 368, 368, 369, 370, 370, 371, 371, 372, 374, 375, 420
contract types 191
contributor updated 150, 152, 485
corrected 13
cost centers 156
cost module 154
costs 154, 367, 415, 442, 442, 443, 444, 445, 446
create purchaserequisition 514
create workinfo 543
creating 77
crystal reports 495
current period 464
custom 77
customer support 565
customization 194, 201
customize 270
custom license model 415, 417
custom searches 305
d
data 65, 82
data management 508
data model 80, 81
dataset 72
datasets 63, 79, 173, 173, 315, 328
debugging 247
decommision 352, 353
decommission schedules 351
decommission virtual machines 352
definitive media library 144, 171

deploying software 97
depreceation 448
depreciation 446, 447, 448, 449, 451
depreciation criteria 186
developing 512
diagnosing problems 329
differences reports 478
discover configuration data 62
discovered 82
discovered data swlm 82
discovery 54, 59, 65, 109, 338, 439
dml 144, 171
e
email 269, 269, 270, 505
email approval 505
enable 269
end of lease terms 372
end of life process 99
engine 86
enhancements 47
enterprise license 226
enterprise license type 375
entitlement 389
example 69, 71, 249, 258, 267
export 415, 417, 419
f
features 47, 48, 164
fields 285
filters 295
financial manager 141
fixed license 224, 267
floating license 224, 267
functional areas 291
g
get list of new pos 547

getlistofunavailability 552
get specific po 546
getting started 50, 164
goals 163
granted 420
grouping 244
h
hardware inventory 336
hardware inventory reservations 384, 553
home 10
hub 282
i
icons 285
identification 80
impact simulation 330, 331, 332
import 415, 417, 419
inbox 296
inbox preferences 178
initiate 487
initiate chat 487
installation 172
integration 64, 65
integrations 274, 508, 512
interface forms 384
interfaces 142
introduction 82
inventory 159, 339, 465, 467, 468, 468, 469
inventory forms 176
inventory locations 466
invoices 460
issues 10, 13
item numbers 476
items 475, 476, 476
it home page 277, 278
itil 52
it roles 155
itsm attributes 48

j
job history 397
jobs 75, 123, 393, 396, 396, 397, 397
k
key concepts 50
known 13
kpi flashboards 501, 502, 503, 503
kpis 302
l
lease contracts 364
licences 239, 563
license 82, 90, 107, 415, 417, 419
license certificate groups 379
license certificates 83, 148, 148, 183, 375, 391, 399, 402, 413, 413, 414
license compliance 396
license engine 48, 146, 147, 148, 180, 184, 215, 391
license jobs 86, 393, 396, 396, 397
licenses 48, 175, 199, 215, 221, 224, 226, 228, 229, 230, 232, 233, 235, 236, 238, 241, 245, 246,
248, 249, 258, 267, 268, 381, 389, 407, 415
license type 268, 419
license types 48, 175, 192, 193, 194, 199, 199, 201, 202, 206, 210, 211, 212, 215, 221, 245, 246,
248, 249, 258, 267, 268, 415
license upgrades 407
lifecycles 95, 150, 335, 368
location fields 327
locations 468
logging 247
login 277
m
maintenance 98, 101
maintenance schedules 152, 353, 354, 355, 356, 357, 357
manage license jobs console 392
managing 145
manufacturer 77

market values 452

master contracts 363
merge 81, 81
merged 65
messages 462
methods 448
mid tier 277
multi tenancy 151
n
name 77
navigating 277
navigation 282
navigation panes 153
negotiations 96
network topologies 329, 329
new 10
new functionality 48
normalization 66, 72, 75, 76, 115, 116, 116, 123, 125
notifications 185, 335
o
outages 347
overview console 291, 291, 293
p
payments 369
people 360, 470
per copy license 228, 563
per copy license type 375
per copy per device license 229
per copy per device license type 375
per core constant based license 230
per core constant based license type 375
per core multiplier based license 232
per core multiplier based license type 375
per core sum based license 233
per core sum based license type 375

per cpu constant based license 235

per cpu constant based license type 375
per cpu multiplier based license 236
per cpu multiplier based license type 375
per cpu sum based license 238
per cpu sum based license type 375
per instance 258
per instance license 239
per instance license type 375
permissions 58, 141, 141, 141, 142, 165, 171, 171, 171, 323, 342, 360, 428, 442
per server license 241
per server license type 375
per site license type 375
placing non bulk cis in inventory 468
planning 108, 165, 165, 456
po getlistofnewpo service 551
po modify service 549
po query service 550
porting 415
post installation 172
predefined reports 499
pricing 428, 428
priorities 188
processes 54
process messages 462
processor multipliers 273
procurement 97
product 77, 115
product catalog 66, 68, 69, 77, 115, 125, 144
product categorization 402
product entry 76
production dataset 56
production datasets 173, 328
purchase costs 415
purchase items 425, 428, 428, 432, 433, 438, 439, 440, 441, 441
purchase orders 435, 435, 435, 436, 437, 437, 438
purchase requisitions 275, 422, 422, 428, 429, 430, 432, 432, 433, 434, 434, 435
purchasing 100, 103
purchasing agent role 141
purchasing console 434
purchasing information 158
purge 81

q
qualifications 498
quantities 476
queries 245
query dialog box 309
query purchaselineitem 537
query purchaseorder 531
query purchaserequisition 521
question 244
quick actions 344
r
receiving console 439
recommendations 148, 152, 324, 351
reconciliation 81, 115, 125, 176, 190, 397
reconciliation jobs 78
records 342, 343
recurring blackout schedules 346
reference 10, 13, 48, 50, 54, 58, 64, 65, 69, 71, 73, 74, 75, 76, 77, 77, 80, 80
, 81, 81, 81, 83, 97, 98, 99, 99, 100, 101, 103, 105, 105, 140, 140, 140, 141, 141, 141,
142, 142, 142, 148, 150, 151, 152, 152, 153, 155, 155, 157, 159, 163, 165, 165, 171, 171, 171, 172
, 172, 173, 173, 176, 178, 193, 194, 199, 199, 215, 223, 245, 247, 247, 248, 269, 274, 275, 276,
277, 278, 282, 285, 286, 287, 289, 290, 291, 291, 293, 295, 295, 296, 298, 298, 299, 299, 302, 304
, 315, 315, 316, 316, 317, 317, 318, 318, 318, 319, 319, 320, 322, 322, 323, 326, 327, 327, 328,
329, 329, 330, 331, 332, 334, 339, 345, 352, 353, 356, 358, 362, 367, 368, 370, 373, 375, 384, 391
, 392, 398, 419, 422, 428, 432, 435, 438, 442, 442, 447, 448, 452, 457, 463, 465, 470, 471, 495,
499, 502, 503, 508, 508, 512, 513, 514, 514, 521, 521, 521, 525, 531, 536, 537, 540, 543, 543, 545
, 546, 547, 549, 549, 550, 551, 552, 552, 553, 553, 557, 561, 561, 561, 562, 563, 564, 565
reject 505
related items 341
relationships 202, 275, 316, 322, 329, 329, 333, 341, 341, 342, 343, 344, 360, 368, 370, 370, 371,
371, 399, 470, 471, 477
relationships tab 344
relationship types 316, 322
release notes 10, 13
release request 557
releasing licenses 381
relocating cis 469
reminders 421
rename license 268

renewals 99
report console 438
reports 159, 438, 457, 458, 463, 478, 495, 496, 497, 498
required permissions swlm 58
requisition management 160
reserving licenses 381
resources 564
returns 441, 441
reviews 481
review schedules 479, 480, 480
rights 420
role 61, 64, 68
roles 140, 140, 141, 141, 141, 142, 144
rollup 73, 74
rss feeds 274, 485, 493
rules 182, 182
s
sam console 302
sandbox datasets 173, 328
scanner service 81
schedule 352, 353
schedules 101, 105, 152, 351, 353, 354, 355, 356, 356, 357, 357, 396, 397, 479, 480, 480
searching 298, 304, 305, 307, 308, 309, 340, 356, 435, 435
server 175
service context 48, 482
service pack1 47, 565
service pack 2 287, 565
settings 173, 173
setup 74
site license 242, 249
social collaboration 48, 274, 485
software asset management 147
software asset management console 299, 299
software asset manager role 142
software cis 414
software license certificates 398, 399, 561, 562, 563
software license compliance 98
software license contracts 96, 99, 374, 375, 375
software license management 54, 82, 98, 100, 146, 147, 150, 151, 373, 470, 561
software license reservation 557

software license reservations 384

software licenses 48
software lifecycle 95
software usage 91, 91, 152, 403, 406
source cost centers 156
sp1 10, 47
split cost centers 156
spoke 282
standard configurations 151
status reasons 368
status values 295, 357, 368, 428
subclasses 316, 317, 317, 318, 318, 318, 319, 319, 320, 322
subnets 329
subscribing 493
suite 73, 74
swlm 54, 58, 69, 73, 77, 80, 81, 81, 82, 86, 107, 108, 127
t
target cost centers 156
task 109, 115, 116, 125, 125, 127, 158, 173, 175, 176, 178, 180, 182, 183, 184, 185, 186, 187, 188
, 189, 190, 190, 191, 201, 202, 206, 209, 210, 211, 212, 215, 221, 224, 226, 228, 229, 230, 232,
233, 235, 236, 238, 239, 241, 242, 246, 268, 273, 274, 277, 295, 302, 303, 305, 307, 308, 309, 324
, 329, 332, 333, 335, 336, 336, 339, 340, 341, 342, 343, 344, 346, 346, 348, 351, 351, 352, 354,
355, 356, 357, 357, 360, 363, 364, 367, 368, 368, 369, 370, 371, 371, 372, 374, 375, 380, 381, 389
, 390, 393, 394, 395, 396, 396, 397, 397, 399, 402, 403, 406, 407, 413, 413, 414, 415, 417, 420,
421, 422, 425, 428, 428, 429, 430, 432, 432, 433, 433, 434, 434, 435, 435, 435, 436, 437, 437, 438
, 439, 440, 441, 441, 443, 444, 445, 446, 448, 449, 452, 453, 455, 455, 456, 456, 458, 460, 462,
464, 465, 466, 467, 468, 468, 469, 469, 470, 470, 474, 474, 475, 476, 476, 477, 478, 478, 479, 480
, 480, 481, 481, 482, 482, 487, 491, 493, 494, 496, 497, 498, 503, 509, 563
tasks 353
tax credits 452
technical bulletins 13
terms 420
terms and conditions 368
third party 91
time periods 157
topology 329
transfer data 63
troubleshooting 245, 561, 561, 561, 562, 563, 563
twitter 274, 485, 494
type 419

types 145, 463
u
unavailability 187, 188, 347
unit types 476
update po confirmation 545
update purchaselineitem 540
update purchaseorder 534
update purchaserequisition 525
upgrade 274
upgrades 399
use cases 164
user goals 163
user interfaces 143, 277, 282, 285, 285
user roles 140
user scenarios 99, 100, 101, 103, 105, 105
user tasks 276
v
values 81
version 73
version 8 1 00 565
version 9 0 00 48
virtual machines 351
vm 353
w
web reports 495
web services 508, 509, 513, 514, 514, 521, 531, 531, 534, 536, 537, 540, 543, 543, 545, 545, 546,
547, 549, 549, 550, 551, 552, 552, 553, 553, 557
workarounds 13
work information 390

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BMC Software Confidential.

BMC Asset Management 9.1

Date: 21-Jun-2016 07:24

BMC Asset Management 9.1 Page 2 of 579

Cost module permission model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

BMC Asset Management 9.1 Page 3 of 579

Configuring license types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

BMC Asset Management 9.1 Page 4 of 579

IT Home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278

BMC Asset Management 9.1 Page 5 of 579

Working with configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339

BMC Asset Management 9.1 Page 6 of 579

Manually specifying a license certificate for a software CI . . . . . . . . . . . . . 414

BMC Asset Management 9.1 Page 7 of 579

Generating a review schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479

BMC Asset Management 9.1 Page 8 of 579

Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513

BMC Asset Management 9.1 Page 9 of 579

Getting started (see page 49)

Planning (see page 165)

Additional resources (see page 564)

Release notes and notices

BMC Asset Management 9.1 Page 10 of 579

Where to find more information

Known and corrected issues (see page 13)

Installation and upgrade documentation

Support information (see page 565)

BMC Change Management

BMC Service Desk

BMC Knowledge Management

Classic view no longer supported in BMC Remedy ITSM

Date Title Summary

BMC Asset Management 9.1 Page 11 of 579

Date Title Summary

June 23, 1.5.00 enhancements Smart IT 1.5 introduces several enhancements:

February 1.4.00 enhancements Smart IT 1.4 introduces several enhancements:

BMC Asset Management 9.1 Page 12 of 579

Date Title Summary

Version 9.1.00 enhancements (see page 48)

December Service Pack 1 for Enhancements available in this release:

Known and corrected issues

Version numbers are given in the format MajorRelease.MinorRelease.ServicePack.

BMC Asset Management 9.1 Page 13 of 579

Where to find more information

Troubleshooting (see page 561)

Release notes and notices (see page 10)

Known and corrected issues

Issue ID Application Description Affected Corrected

The following issues have been observed

The Reopen button on the authentication dialog box multiple

SW00506700 BMC When BMC Remedy Single-Sign On (RSSO) is installed and

BMC Asset Management 9.1 Page 14 of 579

Issue ID Application Description Affected Corrected

(RSSO) Error while decrypting password in

Workaround: Ignore this error from the log file.

Run the BMC Remedy Configuration Check utility before

('Subject' LIKE "RE:%") AND ('Subject' LIKE "%

BMC Asset Management 9.1 Page 15 of 579

Issue ID Application Description Affected Corrected

In the example below, let us include the support groups (created

1. From the Application Administration Console > Foundation >

click . The selected support groups are added to

The default values of these fields are updated to improve search

BMC Asset Management 9.1 Page 16 of 579