We had a similar issue recently, got this back from support. Hope it helps
BMC Software has implemented several changes to the Electronic Product Distribution (EPD). >From now, your will be entitled to download from the EPD only the product >related to your support profile. In order to update your support profile please follow the below instructions: >www.bmc.com >Log-in into your profile with your usual User ID and password Click on >"My Support Profile" >Click on "Manage Support ID's", >Go to the Support Contract Management Panel, enter the Support ID and password >that you want to add and click add. The Support ID and password associated with the product: Password associate to the support id is xxx (in lower case) Please add on one or more support id that you need . -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Wheeler, Dylan Sent: Friday, January 23, 2009 4:26 PM To: arslist@ARSLIST.ORG Subject: Re: My Entitled Products problem That was the first thing the web support guy did before he handed me over to the other support team. We only have 1 support id with ARS. I added our other id's, but they deal with other products (TD, SIM, BEM). Quoting "Pierson, Shawn" <shawn.pier...@sug.com>: > I see all three versions of everything logged in on mine. I think > what David is pointing at is that in some cases there are multiple > support ids, and that if you don't have the right one that your > support contract is tied to, you may not be able to download them. > That still doesn't explain why you can see ARS 7.1, but I've seen > situations like that before. Once BMC created a separate support id > for us to download a demo of something, and my coworker at the time > made that his primary support id on his profile. That caused some > issues, and it could be similar to what you are running into. > > I'm not saying this is the case, but you may want to double check > your support ids at least to eliminate that as a factor. > > Shawn Pierson > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Wheeler, Dylan > Sent: Friday, January 23, 2009 3:56 PM > To: arslist@ARSLIST.ORG > Subject: Re: My Entitled Products problem > > Hi David > > I understand that it is supposed to show the products per support id. > Is that limited to versions as well? > > I see ITSM in there, but it will only allow me to download 7.1.0 > Normal hiccups for a new process, understandable. Just kind of > dumbfounded by the response I got when I reported the problem. > > The spaceman comment was me being amused that a BMC support person > would tell me that ARS 7.0.01 does not exist. > Maybe it was removed from EPD and it is now being stored in Area 51 :) > > Dylan > > Quoting "Easter, David" <david_eas...@bmc.com>: > >> Just FYI, my understanding is that your Entitled Products list is linked >> to those products that are covered under your support contract - hence >> the need to manage your support IDs in EPD. You may wish to check if >> the support ID you entered into the EPD site is the one you have for >> your AR System purchase. >> >> Although it's pretty cool to be called "space men" - I always wanted to >> be an astronaut. ;-) >> >> -David J. Easter >> Sr. Product Manager, Solution Strategy and Development >> BMC Software, Inc. >> >> The opinions, statements, and/or suggested courses of action expressed >> in this E-mail do not necessarily reflect those of BMC Software, Inc. >> My voluntary participation in this forum is not intended to convey a >> role as a spokesperson, liaison or public relations representative for >> BMC Software, Inc. >> >> >> -----Original Message----- >> From: Action Request System discussion list(ARSList) >> [mailto:arsl...@arslist.org] On Behalf Of Wheeler, Dylan >> Sent: Friday, January 23, 2009 1:22 PM >> To: arslist@ARSLIST.ORG >> Subject: Re: My Entitled Products problem >> >> hah yeah, unfortunately that's the way my whole week has been going. >> >> I guess 7.0.01 was developed by space men and installed on my servers :) >> >> That's pretty much what I did though, plus I pointed out that the matrix >> also lists 7.5 as the current version. So if it's not available it >> shouldn't be the current one. >> >> So maybe I'll get a response back by Tuesday saying they received my >> response and they'll look into it. >> >> Dylan >> >> Quoting Carey Matthew Black <black....@gmail.com>: >> >>> Dylan, >>> >>> Wow.... I bet you wish that was some kind of "Friday humor" post >> too... >>> >>> >>> It may help to point that (clueless) support person at the >>> compatibility matrix on BMC's site: >>> >>> http://www.bmc.com/support/bmcremedycomp/index.htm >>> >>> And specifically: >>> >>> http://www.bmc.com/support/bmcremedycomp/AR_System_7_0_1_Compatibility >>> -Matrix_v1_05.htm >>> >>> >>> Sigh. >>> >>> -- >>> Carey Matthew Black >>> Remedy Skilled Professional (RSP) >>> ARS = Action Request System(Remedy) >>> >>> Love, then teach >>> Solution = People + Process + Tools >>> Fast, Accurate, Cheap.... Pick two. >>> >>> >>> >>> On Fri, Jan 23, 2009 at 1:36 PM, Wheeler, Dylan >>> <dy...@cnd-systems.com> wrote: >>>> Looks like my last email didn't go through. Sorry if it eventually >>>> does and this doubles. >>>> Just wanted to say good luck, still no joy for me. Here is the last >>>> response I got from BMC. >>>> -------------------------------------- >>>> Version 7.5 (the highlighted row) is not available. The latest >>>> version available is 7.1.00. This customer may have received a copy >>>> of 7.5 somehow, but they could not have ever downloaded from EPD, and >> >>>> will not be able to until it is available. As for 7.0.01, I don't >>>> see that there is or ever was a version 7.0.01. 7.1.00 is available, >> >>>> but 7.0.00 is not available for shipment. >>>> ------------------------------------- >>>> >>>> So I guess the 7.0.01 version I have running on my servers was >>>> created by some mystical being and teleported on there. >>>> >>>> Dylan >>> >>> ______________________________________________________________________ >>> _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" >>> >> >> ________________________________________________________________________ >> _______ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum >> Sponsor: RMI Solutions ARSlist: "Where the Answers Are" >> >> _______________________________________________________________________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" >> > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > > Private and confidential as detailed here: > http://www.sug.com/disclaimers/default.htm#Mail . 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