BMC Helix IT Service Management Deployment 22.1.06: Technical Documentation

Portions of this document are BMC Confidential, BladeLogic Confidential.
BMC Helix IT Service Management

Deployment 22.1.06
Technical documentation
Date: 2023-07-6 1:37

URL: https://docs.bmc.com/docs/x/d3ChS
Contents
Release notes and notices......................................................................................................................................................15
22.1 enhancements and patches........................................................................................................................................16
Downloading and installing the patch............................................................................................................................16
22.1.06............................................................................................................................................................................17
Consent to use Gainsight PX for data collection........................................................................................................17
Updated support for Kubernetes and OpenShift.......................................................................................................17
Updated support for Ingress and Helm......................................................................................................................17
Additional products available for on-premises installation.......................................................................................18
What else changed in this release..............................................................................................................................18
Known and corrected issues...............................................................................................................................................20
Getting started........................................................................................................................................................................40
Deployment overview.........................................................................................................................................................40
Benefits of container deployment..................................................................................................................................43
Product roles and permissions.......................................................................................................................................43
Deployment overview.....................................................................................................................................................44
Fresh installation of BMC Helix IT Service Management...............................................................................................45
Upgrade of BMC Helix IT Service Management.............................................................................................................45
Documentation overview...............................................................................................................................................45
Recommended skill set and trainings.................................................................................................................................46
Tools used in BMC Deployment Engine.........................................................................................................................46
Recommended skill set...................................................................................................................................................47
Recommended trainings.................................................................................................................................................48
BMC Deployment Engine overview....................................................................................................................................48
Feature differences when using BMC Helix ITSM Suite in containerized and non containerized environment...............49
Differences in accessing features and file systems in a containerized environment versus a non-containerized
environment...................................................................................................................................................................50
Glossary..............................................................................................................................................................................53
BMC Helix IT Service Management container images...................................................................................................53
Docker Trusted Repository (DTR)....................................................................................................................................53
Domain Name System (DNS)..........................................................................................................................................53
EPEL Repository..............................................................................................................................................................54
Git server........................................................................................................................................................................54
BMC Helix Innovation Suite cluster................................................................................................................................54
BMC Helix IT Service Management Deployment 22.1.06 Page 2

Local Git Repository........................................................................................................................................................54
Planning..................................................................................................................................................................................55
BMC Helix IT Service Management deployment architecture...........................................................................................55
Deployment architecture................................................................................................................................................56
Deployment use cases........................................................................................................................................................63
Deploy BMC Helix IT Service Management in a multitenant BMC Helix Platform environment...................................63
Scenarios.....................................................................................................................................................................63
Service providers with multiple customers sharing one BMC Helix Platform........................................................63
Non-production systems sharing one BMC Helix Platform....................................................................................64
Workflow to install BMC Helix IT Service Management in a BMC Helix Platform multitenant environment...........65
Benefit.........................................................................................................................................................................67
Multitenancy deployment considerations..................................................................................................................67
Planning a fresh installation................................................................................................................................................68
Planning the environment..............................................................................................................................................68
Planning the installation activities..................................................................................................................................70
Where to go from here...................................................................................................................................................71
Planning an upgrade...........................................................................................................................................................71
Choosing an upgrade path..............................................................................................................................................72
Determining the upgrade scope.....................................................................................................................................72
Choosing the upgrade method.......................................................................................................................................73
Planning the upgrade environment................................................................................................................................73
AMIGO program.............................................................................................................................................................74
Sizing and scalability considerations...................................................................................................................................74
Concurrent user requirements.......................................................................................................................................75
Kubernetes cluster sizing requirements.........................................................................................................................76
Worker node minimum requirements...........................................................................................................................76
Database resource requirements...................................................................................................................................77
BMC Helix ITSM Insights resource requirements...........................................................................................................78
CPU requirements...........................................................................................................................................................79
Worker and master node disk requirements.................................................................................................................79
Persistent volume disk requirements.............................................................................................................................79
System requirements..........................................................................................................................................................80
Jenkins server requirements...........................................................................................................................................86
Harbor repository requirements....................................................................................................................................86

Browser support.............................................................................................................................................................87
Namespaces....................................................................................................................................................................88
Persistent Volume Claim requirements..............................................................................................................................89
PVC requirements for BMC Helix Platform.....................................................................................................................89
BMC Helix IT Service Management deployment permissions............................................................................................91
Component permissions.................................................................................................................................................92
Services installation permissions....................................................................................................................................92
Supported languages and locales.......................................................................................................................................94
Supported localized versions..........................................................................................................................................94
Supported character encodings......................................................................................................................................95
Supported locales for BMC Helix ITSM: Smart Reporting..............................................................................................96
Localized forms...............................................................................................................................................................97
Data language and display language..............................................................................................................................98
License entitlements...........................................................................................................................................................98
Differences in behavior of applications when using PostgreSQL and other databases.....................................................99
The following table describes some of the known changes in behavior in BMC Helix IT Service Management
applications due to the change in the database engine layer:....................................................................................100
Creating or modifying data on a View form fails in PostgreSQL..............................................................................104
Installing................................................................................................................................................................................106
BMC Helix IT Service Management installation process..................................................................................................106
Preparing for installation..................................................................................................................................................109
Downloading the installation files................................................................................................................................110
Components deployed through the container images............................................................................................110
Before you begin......................................................................................................................................................113
Installation files.........................................................................................................................................................113
To download the Git repositories and container access key...................................................................................113
Where to go from here.............................................................................................................................................117
Accessing container images..........................................................................................................................................117
Setting up a Harbor repository to synchronize container images................................................................................119
Repository content...................................................................................................................................................119
Process to access container images from a local Harbor repository.......................................................................120
Before you begin......................................................................................................................................................120
Task 1: To create a Harbor registry..........................................................................................................................121

Task 2: To configure a Harbor registry endpoint......................................................................................................122
Task 3: To synchronize a Harbor repository with BMC DTR.....................................................................................123
To access images from an air-gapped environment.................................................................................................125
Preparing to install on a Unicode database..................................................................................................................126
Before you begin.......................................................................................................................................................126
To prepare your host computer for a Unicode BMC Helix IT Service Management installation or upgrade..........126
To update environment variables.........................................................................................................................126
To upgrade a server with a Unicode database.........................................................................................................127
Setting up a Microsoft SQL Server database................................................................................................................127
Before you begin.......................................................................................................................................................127
To prepare your Microsoft SQL Server database.....................................................................................................127
To configure a database that is not configured to extend automatically................................................................128
To configure a Microsoft SQL Server database........................................................................................................128
Considerations for Microsoft SQL Server 2016 (SP2), 2017, or 2019.......................................................................129
To create the synonyms........................................................................................................................................129
Upgrading your Microsoft SQL Server to version 2016 (SP2), 2017, or 2019..........................................................130
Configuring Microsoft SQL AlwaysOn solution with AR System...............................................................................130
To configure Microsoft SQL AlwaysOn with AR System during installation.........................................................131
To configure Microsoft SQL AlwaysOn with AR System manually.......................................................................131
Setting up an Oracle database......................................................................................................................................131
Before you begin.......................................................................................................................................................132
To prepare your Oracle database..............................................................................................................................132
To configure your Oracle database...........................................................................................................................135
Cursor sharing...........................................................................................................................................................136
Configuring Oracle Data Guard.................................................................................................................................136
Configuring AR System to support Oracle Data Guard.........................................................................................136
To configure AR System to support Oracle Data Guard.......................................................................................137
Setting up a PostgreSQL database................................................................................................................................138
To set up your PostgreSQL database........................................................................................................................138
Setting up BMC Deployment Engine.............................................................................................................................141
Before you begin.......................................................................................................................................................141

Creating and configuring users.................................................................................................................................144
To add users..........................................................................................................................................................144
To add the git user to the jenkins group and the jenkins user to the git group..................................................144
To provide sudo access to the git user.................................................................................................................144
To configure passwordless sudo access for the git user......................................................................................144
To add the HELIX_FULL_STACK_UPGRADE deployment pipeline..........................................................................145
Running the BMC Deployment Engine automation script.......................................................................................145
Performing post-installation configurations..............................................................................................................147
To update the Jenkins credentials........................................................................................................................148
To update the node configuration in a cloud environment.................................................................................149
To update the node configuration in a non cloud environment..........................................................................149
To add the Jenkins libraries..................................................................................................................................150
Running the deployment pipelines in dry-run mode...............................................................................................151
Troubleshooting........................................................................................................................................................152
Setting up the deployment input configuration file.....................................................................................................154
Using the deployment input configuration file........................................................................................................155
Parameters in the deployment input configuration file...........................................................................................156
Inventory parameters in the deployment input configuration file..........................................................................157
Parameters to control the product pipeline.........................................................................................................162
Parameters to control the database restoration..................................................................................................164
Platform database service parameters for BMC Helix ITSM: Smart Reporting....................................................165
Version parameters in the deployment input configuration file...............................................................................165
Global parameters in the deployment input configuration file...............................................................................166
BMC Helix SSO parameters in the deployment input configuration file..................................................................170
BMC Helix Innovation Suite parameters in the deployment input configuration file..............................................171
BMC Helix Innovation Suite database service parameters...................................................................................172
AR connection parameters...................................................................................................................................176
BMC Helix Innovation FTS service parameters.....................................................................................................177
BMC Helix Innovation Suite integration service parameters...............................................................................178
AR Service password parameters.........................................................................................................................181
Route parameters.................................................................................................................................................182
Ingress parameters...............................................................................................................................................184
Platform common services parameters................................................................................................................185

Mailbox configuration parameters.......................................................................................................................186
BMC Helix Innovation Suite user service parameters..........................................................................................187
BMC Helix ITSM: Smart Reporting service parameters........................................................................................191
BMC Helix Innovation Suite license parameters...................................................................................................193
BMC Helix Innovation Suite tenant parameters...................................................................................................194
BMC Helix Innovation Suite Web API parameters................................................................................................195
Mid Tier parameters in the deployment input configuration file............................................................................195
Mid Tier user service parameters.........................................................................................................................198
Mid Tier integration service parameters..............................................................................................................199
Smart IT parameters in the deployment input configuration file............................................................................202
Smart Reporting parameters in the deployment input configuration file...............................................................210
Atrium Web Services parameters in the deployment input configuration file........................................................214
Atrium Web services parameters.........................................................................................................................214
Drift Management parameters.............................................................................................................................217
Live Chat parameters in the deployment input configuration file...........................................................................218
Openfire server parameters in the deployment input configuration file................................................................222
TSOM plug-in parameters in the deployment input configuration file....................................................................226
Microsoft SCCM parameters in the deployment input configuration file................................................................226
BMC Client Management parameters in the deployment input configuration file.................................................228
Smart applications parameters in the deployment input configuration file............................................................230
BMC Helix Business Workflows parameters.........................................................................................................241
BMC Helix Digital Workplace Catalog parameters...............................................................................................241
Preparing to install in an OpenShift cluster..................................................................................................................243
Preparing to use self-signed or custom CA certificates................................................................................................244
To create a self-signed or custom CA certificate......................................................................................................245
To apply a self-signed or custom CA certificate........................................................................................................245
Installing BMC Helix Platform services.........................................................................................................................245
Before you begin.......................................................................................................................................................246
To create a namespace.............................................................................................................................................246
To configure the Ingress controller..........................................................................................................................246
To deploy the BMC Helix Platform services..............................................................................................................247
Sample configuration files.........................................................................................................................................267
Creating tenants in BMC Helix Platform.......................................................................................................................272

Before you begin.......................................................................................................................................................272
To create a tenant....................................................................................................................................................272
Setting up the installation environment.......................................................................................................................276
Before you begin.......................................................................................................................................................276
To configure BMC Helix Single Sign-On....................................................................................................................277
To create an external IP for FTS_ELASTICSEARCH....................................................................................................280
To create an External IP for LOGS_ELASTICSEARCH.................................................................................................281
Performing the installation...............................................................................................................................................282
Components deployed through pipelines....................................................................................................................282
Before you begin...........................................................................................................................................................286
To address a failed pipeline execution.........................................................................................................................307
To install AR System clients..........................................................................................................................................307
To perform post-installation checks..............................................................................................................................308
To restart application pods............................................................................................................................................311
To install additional locales...........................................................................................................................................312
To install additional products........................................................................................................................................313
To scale down ITSM Insights services...........................................................................................................................313
Where to go from here.................................................................................................................................................314
Obtaining license keys......................................................................................................................................................315
License keys required by Action Request System server version.................................................................................316
To request a temporary or permanent license key......................................................................................................316
To determine the database ID......................................................................................................................................317
To add Action Request System license.........................................................................................................................318
Activating application licenses..........................................................................................................................................319
To add applications licenses..........................................................................................................................................319
To add the user license limit.........................................................................................................................................322
Performing the postinstallation configurations................................................................................................................323
To load foundation data................................................................................................................................................324
To update the Survey URL in the SYS:Attachments form.............................................................................................324
To configure and validate the incoming and outgoing mailboxes...............................................................................324
To configure the incoming and outgoing mailboxes................................................................................................324
To validate the incoming and outgoing mailboxes...................................................................................................327

To validate the Configuration Manager Dashboard (CMDB Dashboard).....................................................................328
To connect to Developer Studio...................................................................................................................................329
Enabling Gainsight PX to drive user adoption and tracking product telemetry...............................................................330
To enable Gainsight PX and provide your consent for data collection for all the users..............................................330
To modify your consent for data collection..................................................................................................................332
Using ConfigMaps to access the configuration files.........................................................................................................333
Before you begin...........................................................................................................................................................333
Example: To update logback_server.xml file by using a ConfigMap............................................................................334
Applying security certificates to your applications...........................................................................................................335
Before you begin...........................................................................................................................................................336
To apply a security certificate post-installation of BMC Helix IT Service Management...............................................336
Applying custom CSS and images to your application......................................................................................................337
Before you begin...........................................................................................................................................................338
To apply custom CSS and images to BMC Helix ITSM: Smart IT...................................................................................338
To apply custom CSS and images to BMC Helix ITSM: Smart Reporting......................................................................340
Tuning the pod configurations..........................................................................................................................................341
To tune the pod configurations by using StatefulSet in a namespace.........................................................................342
To tune the pod configurations by using Deployments in a namespace.....................................................................343
Installing BMC Helix IT Service Management in an Azure Kubernetes Service cluster....................................................344
Reference installation architecture...............................................................................................................................345
Before you begin...........................................................................................................................................................345
Process overview of installing BMC Helix IT Service Management in an AKS cluster..................................................346
Installing and configuring Kubernetes Ingress Nginx Controller..................................................................................347
To install Kubernetes Ingress Nginx Controller 1.2.1....................................................................................................347
To configure Ingress Nginx Controller...........................................................................................................................348
To install TLS certificate................................................................................................................................................349
To set up the database.................................................................................................................................................349
Installing BMC Helix IT Service Management in an Amazon Elastic Kubernetes Service cluster.....................................350
Before you begin...........................................................................................................................................................352
Process to install BMC Helix IT Service Management in an Amazon EKS cluster.........................................................352
To install Kubernetes Ingress Nginx Controller.............................................................................................................355

To configure a DNS record for your domain.................................................................................................................357
To configure the virtual memory parameter for Elasticsearch....................................................................................357
Example of setting up an Amazon EKS cluster..............................................................................................................357
Installing BMC Helix ITSM Service Management in a Google Kubernetes Engine cluster...............................................358
Before you begin...........................................................................................................................................................359
Process to install BMC Helix IT Service Management in a GKE cluster........................................................................360
To install and configure Kubernetes Ingress Nginx Controller.....................................................................................362
To create a secret and configure Ingress Controller....................................................................................................363
To update the Ingress ConfigMap................................................................................................................................363
To configure the virtual memory parameter for Elasticsearch....................................................................................364
Example of setting up a GKE cluster.............................................................................................................................364
Upgrading..............................................................................................................................................................................367
Upgrading BMC Helix IT Service Management to 22.1.06...............................................................................................367
Upgrade process...........................................................................................................................................................367
Before you begin...........................................................................................................................................................368
Task 1: To download the upgrade artifacts..................................................................................................................369
Task 2: To upgrade the Kubernetes platform................................................................................................................369
Task 3: To upgrade the Ingress controller....................................................................................................................369
Task 4: To upgrade Helm...............................................................................................................................................369
Task 5: To delete the Helm revision secrets of the Kubernetes CronJob.....................................................................370
Task 6: To upgrade BMC Helix Platform.......................................................................................................................370
Task 7: To update the Git repositories..........................................................................................................................371
Task 8: To add deployment pipelines...........................................................................................................................372
Back to top................................................................................................................................................................374
Task 9: To upgrade BMC Helix Innovation Suite platform and applications................................................................374
To update the deployment pipelines.......................................................................................................................374
To run the HELIX_ONPREM_DEPLOYMENT pipeline.................................................................................................375
To restart the application pods.....................................................................................................................................382
Upgrading BMC Helix Platform services version from 23.1.02 to 23.2.02...................................................................382
Before you begin.......................................................................................................................................................382
To run the upgrade configuration utility..................................................................................................................383
To upgrade BMC Helix Platform services..................................................................................................................383

Upgrading BMC Helix Platform services version from 22.4 to 23.2.02........................................................................385
Before you begin.......................................................................................................................................................385
To uninstall BMC Helix Logging.................................................................................................................................386
To upgrade BMC Helix Platform services..................................................................................................................388
Upgrading BMC Helix Platform services version from 22.2.01 to 23.2.02...................................................................390
Before you begin.......................................................................................................................................................390
To uninstall BMC Helix Logging.................................................................................................................................391
Task 1: To migrate data from Bitnami PostgreSQL to Patroni PostgreSQL..............................................................393
To troubleshoot migration failure.........................................................................................................................394
Task 2: To upgrade BMC Helix Platform services.....................................................................................................395
Step 4: To scale down the Bitnami PostgreSQL pods...............................................................................................396
Upgrading BMC Helix Platform services version from 21.3.03.001 to 23.2.02............................................................396
Before you begin.......................................................................................................................................................396
Task 1: To upgrade BMC Helix Platform services to version 22.2.01.......................................................................397
Task 2: To upgrade BMC Helix Platform services to version 23.2.02.......................................................................406
Staged upgrade process....................................................................................................................................................406
Before you begin...........................................................................................................................................................408
End-to-end staged upgrade process.............................................................................................................................408
Preparing for upgrade...................................................................................................................................................414
Deploying custom plug-ins............................................................................................................................................415
Before you begin.......................................................................................................................................................416
Task 1: Prepare the plug-in files and create a custom plug-in image......................................................................416
Task 2: To build the plug-in image............................................................................................................................418
Task 3: To create a Helm chart for the plug-in server image...................................................................................419
Task 4: To deploy the custom plug-in.......................................................................................................................421
Moving your customization to a new target system....................................................................................................422
Migrating CMDB customizations..............................................................................................................................422

To identify the customizations..............................................................................................................................422
To export the customizations by using the Deployment Management Console.................................................423
To import the customizations by using the Deployment Management Console.................................................425
To export and import the customizations by using the cmdbdriver utility..........................................................425
Migrating workflow customizations..........................................................................................................................427
To identify and export overlaid and custom workflow........................................................................................427
Migrating customer AR System groups................................................................................................................428
To import overlays and customer workflow from a definition file......................................................................428
Handling exceptions..............................................................................................................................................430
Three-way reconciliation...........................................................................................................................................430
To validate your customizations............................................................................................................................430
Migrating data by using the Export-Import utility........................................................................................................431
Before you begin.......................................................................................................................................................431
To run the export utility............................................................................................................................................433
To set up database connections...............................................................................................................................433
To export data...........................................................................................................................................................434
To run the import utility...........................................................................................................................................437
To import data..........................................................................................................................................................438
Troubleshooting........................................................................................................................................................439
Upgrading Smart Reporting..........................................................................................................................................439
Supported versions and databases...........................................................................................................................440
Upgrade process.......................................................................................................................................................440
Before you begin.......................................................................................................................................................440
To export Oracle database dumps............................................................................................................................440
To export Microsoft SQL database dumps...............................................................................................................441
Export by user interface........................................................................................................................................441
Export by command line interface.......................................................................................................................441
To restore Oracle database dumps...........................................................................................................................442
To import Microsoft SQL database dumps...............................................................................................................443
To upgrade Smart Reporting.....................................................................................................................................443
To perform post-upgrade configurations..................................................................................................................445
To access Smart Reporting........................................................................................................................................447
Troubleshooting....................................................................................................................................................................449

Viewing and collecting logs by using the Support Assistant tool.....................................................................................449
Before you begin...........................................................................................................................................................449
Accessing the Support Assistant tool...........................................................................................................................449
To download a log file...................................................................................................................................................450
Related topic.................................................................................................................................................................452
Viewing and collecting critical logs by using the Kibana dashboard................................................................................452
Before you begin...........................................................................................................................................................453
To set up the Kibana dashboard...................................................................................................................................453
To view the logs............................................................................................................................................................454
List of critical logs..........................................................................................................................................................456
Troubleshooting deployment pipeline failure issues........................................................................................................457
To troubleshoot failure due to incorrect parameter values..........................................................................................457
To troubleshoot failure due to environment issues......................................................................................................458
Troubleshooting the installation errors............................................................................................................................458
Troubleshooting the installation errors........................................................................................................................458
Related topics...............................................................................................................................................................468
Troubleshooting EFK logging issues..................................................................................................................................469
The Kibana URL is not accessible..................................................................................................................................469
The Kibana pod is in CrashLoopBackOff........................................................................................................................469
Elasticsearch pod crashes.............................................................................................................................................469
Workaround..............................................................................................................................................................470
Additional troubleshooting issues.....................................................................................................................................470
The deployment manager aborts due to network drop...............................................................................................470
The deployment for a service fails...............................................................................................................................470
The installer exits..........................................................................................................................................................471
Kafka scripts fail with exception...................................................................................................................................471
The selections in the drop-down list in the configurations screens of monitor are not displayed.............................471
The tenant entry is not added for intelligent integration DB (tdc_integration)...........................................................471
rsso-prod-dbinit pod is seen in Error state and the installation aborts.......................................................................472
Support information.........................................................................................................................................................472
Contacting BMC Support..............................................................................................................................................472
Support status...............................................................................................................................................................472
AMIGO Program............................................................................................................................................................472
FAQ.......................................................................................................................................................................................473
Frequently asked questions about licenses, assistance, and subscription.......................................................................473

Frequently asked questions about sizing and system requirements...............................................................................473
Sizing requirements......................................................................................................................................................473
Software requirements.................................................................................................................................................473
Kubernetes cluster requirements.................................................................................................................................475
Network requirements.................................................................................................................................................476
Frequently asked questions about environment security.................................................................................................476
Frequently asked questions about BMC Helix IT Service Management components.....................................................477

Release notes and notices

Learn what’s new or changed for installation and
Related topics
deployment of BMC Helix IT Service Management 22.1.06,
including new features, urgent issues, documentation
updates, and fixes or patches.
Action Request System Release notes and notices (part
of BMC Helix Innovation Suite)
BMC Helix Innovation Studio Release notes and notices (

Tip part of BMC Helix Innovation Suite)

To stay informed of changes to this space, place a BMC Helix CMDB Release notes and notices
watch on this page.
BMC Helix ITSM: Smart IT Release notes and notices
BMC Helix Single Sign-On Release notes and notices
BMC Helix IT Service Management Suite Release notes a

nd notices
BMC Helix Service Request Management Release notes a

nd notices
BMC Service Level Management Release notes and noti

ces
BMC Helix Multi-Cloud Broker Release notes and notice

s
HR Service Management Release notes and notices
BMC Helix Business Workflows Release notes and notic

es
BMC Helix Digital Workplace Release notes and notices
Live Chat Release notes and notices

Date Summary Reference
July Enhancements available in this release: 22.1

5, enhancements
2023 • Consent to use Gainsight PX for data collection and patches
• Updated support for Kubernetes and OpenShift
• Updated support for Ingress and Helm
• Additional products available for on-premises installation
The release notes in this documentation are specific to deploying BMC Helix IT Service Management and other
components by using container images. For complete release notes, refer to the product documentation of the respective
component.
22.1 enhancements and patches

Review the BMC Helix IT Service Management deployment 22.1 enhancements and
Related topic
patches for features that will benefit your organization and to understand changes
that might impact your users.
Version Fixed issues Updates and enhancements
22.1.06 Known and corrected issues 22.1.06 enhancements
Downloading and installing the patch
Download from EPD Downloading the installation files
Patch installation Upgrading BMC Helix IT Service Management to 22.1.06

22.1.06
Consent to use Gainsight PX for data collection

BMC uses Gainsight PX to collect product telemetry data. Gainsight PX provides insights into product usage, users’
activities within the application, product performance, gaining web statistics, and optimizing the product capabilities. The
data helps to gain insights on search behavior to assist with the product and marketing research. For more information,
see Enabling Gainsight PX to drive user adoption and tracking product telemetry.
Updated support for Kubernetes and OpenShift

BMC Helix IT Service Management deployment supports Kubernetes version 1.25 and OpenShift version 4.12.
The supported versions of Kubernetes and OpenShift are as follows:
• Kubernetes versions - 1.23 – 1.25
 Important
If you are using BMC Helix IT Service Management in Kubernetes version 1.25, make sure that you
use the baseline pod security standard for the namespace where it is being deployed.
• OpenShift versions - 4.10 – 4.12

For more information, see System requirements.
Updated support for Ingress and Helm

BMC Helix IT Service Management deployment supports Ingress controller versions 1.6.4 and 1.7.0, and Helm version
3.11.
Supported Ingress and Helm versions with the orchestration platforms are as follows:
Orchestration platform Ingress Helm
Kubernetes 1.25 1.7.0 3.11
Kubernetes 1.24 1.7.0
Kubernetes 1.23 1.6.4

OpenShift 4.12 1.7.0
For more information, see System requirements.
Additional products available for on-premises installation

The following products are available in BMC Helix IT Service Management, and you can install them in your on-premises
environment:
• BMC Helix Portfolio Management (HPM)

• BMC Helix Customer Service Management (CSM)
• Drift Management
For more information, see Performing the installation.
What else changed in this release

The following table lists the changes in the product behavior in this patch:
Update Product behavior in versions earlier than Product behavior in version 22.1.06
22.1.06
While building the

Git repository parameter While building the
HELIX_ONPREM_DEPLOYMENT
changes in the HELIX_ONPREM_DEPLOYMENT pipeline,
HELIX_ONPREM_DEPLOYMENT to specify the Git repositories location, pipeline, you only have to specify the
pipeline you had to provide values for parameters location of the directory that
such as DEVOPS_REPO, contains all the Git repositories in the
CUSTOMER_CONFIGS, GIT_REPO_DIR parameter.
PLAYBOOKS_REPO, HELM_REPO, and
SMARTAPPS_HELM_REPO.

22.1.06
The HELIX_ONPREM_DEPLOYMENT
Parameters removed from the While building the
pipeline does not contain the
HELIX_ONPREM_DEPLOYMENT HELIX_ONPREM_DEPLOYMENT pipeline,
following parameters:
pipeline you had to provide values for the
following parameters: • FTS_ELASTICSEARCH_USERNAME
• HELIX_PLATFORM_CLUSTER
• FTS_ELASTICSEARCH_USERNAME
• HELIX_PLATFORM_KUBECONFIG_
• HELIX_PLATFORM_CLUSTER
CREDENTIAL
• HELIX_PLATFORM_KUBECONFIG_CRE
• ITSM_USER
DENTIAL
• ITSM_Password
• ITSM_USER
• ITSM_Password These parameters are managed
through the pipeline now and are
removed to avoid parameter
duplication.

22.1.06
While building the While building the

New parameters in the
HELIX_ONPREM_DEPLOYMENT pipeline, HELIX_ONPREM_DEPLOYMENT
the following parameters were not pipeline, you only have to specify the
pipeline
available: values for following parameters:
• PLATFORM_COMMON_CACERTS_
• PLATFORM_COMMON_CACERTS_SSL SSL_TRUSTSTORE_PASSWORD
_TRUSTSTORE_PASSWORD
• HELIX_SMARTAPPS_CSM
• HELIX_SMARTAPPS_CSM • HELIX_SMARTAPPS_FAS
• HELIX_SMARTAPPS_FAS
• HELIX_DRIFT_MANAGEMENTPLU
• HELIX_DRIFT_MANAGEMENTPLUGIN GIN
• SIDECAR_FLUENT_DETAIL_LOG • SIDECAR_FLUENT_DETAIL_LOG
• FULL_STACK_UPGRADE • FULL_STACK_UPGRADE
• HELIX_RESTART • HELIX_RESTART
• DB_JDBC_URL • DB_JDBC_URL
• LOGS_ELASTICSEARCH_TLS • LOGS_ELASTICSEARCH_TLS
• LOGS_ELASTICSEARCH_PASSWORD • LOGS_ELASTICSEARCH_PASSWOR
• ENABLE_PLATFORM_INT_NORMALIZ D
ATION • ENABLE_PLATFORM_INT_NORMA
• MIDTIERCACHEBUILDER_TRIGGER_P LIZATION
RELOAD • MIDTIERCACHEBUILDER_TRIGGER
• MIDTIERCACHEBUILDER_SCHEDULE _PRELOAD
• BWF_DEPLOY_SAMPLE_CONTENT_P • MIDTIERCACHEBUILDER_SCHEDUL
ACK E
• BWF_DEPLOY_SAMPLE_CONTENT
_PACK
For more information about these
parameters, see Performing the
installation.
Known and corrected issues
BMC Confidential. BladeLogic Confidential. The following information is intended only for registered users of docs.bmc.com.

Review the following tables for issues that were

corrected in BMC Helix IT Service Management Related topics
deployment 22.1.06 and for known issues that remain
open.
Action Request System known and corrected issues

Corrected issues View the issues in the
following tables by the
default sort order, Corrected BMC Helix CMDB known and corrected issues
in, which shows the
corrected issues first.
BMC Helix Innovation Studio known and corrected
issues
The version number
represents the update
BMC Helix ITSM known and corrected issues
(Year.Month.Release) or
release number
( BMC Service Level Management known and
MajorRelease.MinorRelease.S corrected issues
ervicePack.Patch) in which
the issue is fixed. BMC Service Request Management known and
corrected issues
Known (open) To view only the open issues, BMC Helix ITSM: Smart Reporting known and
issues click the Corrected in filter, corrected issues
and select empty. An issue
without a value for Corrected BMC Helix ITSM: Smart IT known and corrected
in remains open. issues
BMC Helix Single Sign-On known and corrected

issues
You can also filter and sort issues according to affected
version (versions in which the issue exists), component,
or defect ID.
 Important
BMC does not provide support or fix issues that
might occur in your Kubernetes and OpenShift
environment.

C Description C A D
o o f e
m f f
p r e e
o r c c
n e t t
e c e I
nt t d D
e
d v
i e
n r
s
i
o
B Symptom: The ITSM_USER_SYNC job status is 2 D

M displayed as PARTIAL and the 2 R
C ITSM_IMS_WEB_HOOK job is not triggered. . E
H 1 2
el Scope: BMC Helix IT Service Management user . 1
ix synchronization job does not complete 0 -
IT successfully. 6 1
S 3
er Workaround: Rerun the 0
vi HELIX_INTEROPS_DEPLOY pipeline. 7
c 5
e
M
a
n
a
g
e
m
e
nt

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
Cl Symptom: Clam AntiVirus pod fails. 2 D

a 2 R
m Scope: Clam AntiVirus pod fails in any of the . D
A following cases: 1 2
V . 1
• You are using an air-gapped 0 -
environment and do not have access to 6 6
internet. 1
1
0
1

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
• You are not using an air-gapped

environment and have access to
internet. However, you encounter the
following warning:
WARNING: Mon Jul 3 10:55:25 2023 ->
FreshClam received error code 429
from the ClamAV Content Delivery
Network (CDN).
Mon Jul 3 10:55:25 2023 -> 2. If
you have more than 10 hosts on your
network attempting to download,
Mon Jul 3 10:55:25 2023 -> it
is recommended that you set up a
private mirror on your network using
Mon Jul 3 10:55:25 2023 ->
cvdupdate (https://pypi.org/project/
cvdupdate/) to save bandwidth on the
Mon Jul 3 10:55:25 2023 -> CDN
and your own network.
Mon Jul 3 10:55:25 2023 -> 3.
Please do not open a ticket asking
for an exemption from the rate
limit,
Mon Jul 3 10:55:25 2023 -> it
will not be granted.
WARNING: Mon Jul 3 10:55:25 2023 ->
You are on cool-down until after:
2023-07-03 19:47:57
Workaround:

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
If you are using an air-gapped environment,

perform the following steps:
1. Scale down the Clam AV deployment

to zero.
2. On the AR System Configuration
Generic UI form, set the configuration
setting Enable-Attachment-Validation-
Plugin value as false.
See Configuration settings E-M .
If your environment has access to internet,

wait till the cool-down period is complete.

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: BMC Helix Digital Workplace 2 D

M content package import fails. 2 R
C . II
H Scope: You perform a fresh installation of BMC 1 T
el Helix IT Service Management 22.1.06 or . -
ix upgrade to BMC Helix IT Service Management 0 6
Di 22.1.06. 6 2
gi 6
ta 7
l 6
W
or
k
pl
a
c
e

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: BMC Helix Customer Service 2 P

M Management (CSM) deployment fails with the 2 A
C following error: . P
H ERROR (552): The SQL database 1 -
el operation failed.; Column 'C536870937' . 9
ix in table 'T5529' is of a type that is 0 4
C invalid for use as a key column in an 6
u index.
st
o Scope: You install BMC Helix IT Service
m Management on a Microsoft SQL Server
er database.
S
er
vi
c
e
M
a
n
a
g
e
m
e
nt
(C
S
M
)

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: During a BMC Helix Platform 2 2 D

M services installation in an EKS cluster, BMC 2 1 R
C Helix logging installation stops with a Kibana . . R
H external service failure in AWS because the 1 3 E
el master or worker role is not assigned to any . . 3
ix nodes. 0 0 -
Pl 6 6 1
at Workaround: , 4
fo 9
r In the bmc-helix-logging folder, update the 2 6
m bmc-helix-logging-deployer.sh file as follows: 1
se .
kubectl get nodes
rv 3
| egrep "master|controlplane|none"
ic .
| awk '{print $1}' | head -1
es 0
5

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: BMC Helix Logging installation fails 2 2 D

M during configuration of the Kibana service 2 1 R
C with an external IP. . . R
H 1 3 E
el Scope: When you install BMC Helix Platform . . 3
ix services in an Azure Kubernetes Service (AKS) 0 0 -
Pl cluster. 6 6 1
at 6
fo Workaround: 2
r 7
m 1. Before you install BMC Helix Platform
se services, in the helix-on-prem-
rv deployment-manager/bmc-helix-logging/
ic bmc-helix-logging-deployer.sh file,
es comment the exit command as shown
in the following example:
printInfo "External IP:
$ESLOG_EXTERNAL_IP"
${KUBECTL_BIN} patch service
${ESLOG_INSTANCE}-kibana -n
${BMC_HELIXLOG_NAMESPACE} -p
'{"spec":{"externalIPs": ["'$
{ESLOG_EXTERNAL_IP}'"]}}' STATUS=$?
if [ ${STATUS} -ne 0 ]; then
printError
"Failed to patch kibana to external
service"
#exit 0 fi

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
2. After the installation of BMC Helix

Platform services is complete, expose the
Kibana service through the load balancer
by using the following command:
kubectl expose service
elasticsearch-logging-kibana
-n bmc-helix-logging
--name=kibana-ext-svc
--type=LoadBalancer

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: Sidecar Fluent Bit fails. 2 2 D

M 2 1 R
C Scope: Sidecar Fluent Bit fails with too many . . S
H files open on some pods. 1 3 E
el . . 3
ix Workaround: 0 0 -
IT 6 6 1
S 1. Find the node on which the Fluent Bit 1
er pod is running. 7
vi 2. In the node, increase the 5
c fs.inotify.max_user_instances parameter
e value.
M For example:
a echo
n "fs.inotify.max_user_instances=1500"
a >> /etc/sysctl.conf
g sysctl -p /etc/sysctl.conf
e
m
e
nt

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: The dwp-tomcat-deployment- 2 D

M master and dwp-tomcat-deployment-slave 2 R
C pods fail and do not start. . II
Di 1 T
gi . -
ta Scope: When you change the hannah_admin 0 5
l user password after installing BMC Helix 6 6
W Innovation Suite. , 6
or 4
k Workaround: In the BMC Digital Workplace 2 3
pl Tomcat configuration, update the 1
a hannah_admin user password, and then .
c restart the dwp-tomcat-deployment-master 3
e and dwp-tomcat-deployment-slave pods. .
0
6
,
2
1
.
3
.
0
5
,

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
2
1
.
3
.
0
4

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: You cannot log in to Helix Portal. 2 D

M 2 R
C Scope: During a BMC Helix Platform services . R
H installation, in the secrets.txt file, you do not 1 E
el specify a value for the SMTP_PASSWORD . 3
ix parameter. 0 -
Pl 6 1
at Workaround: In the secrets.txt file, specify , 8
fo a placeholder value for the 9
r SMTP_PASSWORD parameter. 2 2
m 1
se .
rv 3
ic .
es 0
6
,
2
1
.
3
.
0
5

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: The BMC Helix Multi-Cloud 2 2 D

M Broker installation fails. 2 1 R
C . . C
H Scope: During a BMC Helix IT Service 1 3 L
el Management installation, in the . . X
ix HELIX_ONPREM_DEPLOYMENT pipeline you 0 0 -
M do not select the HELIX_BWF parameter in the 6 6 9
ul PRODUCTS section. , 8
ti- 9
Cl Workaround: In the 2 1
o HELIX_ONPREM_DEPLOYMENT pipeline, 1
u select the HELIX_BWF and HELIX_MCSM .
d parameters during installation of BMC Helix IT 3
B Service Management. .
ro 0
k 5
er

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: User synchronization email is not 2 2 D

M sent. 2 1 R
C . . E
H Scope: During installation of BMC Helix IT 1 3 2
el Service Management in an AKS cluster, . . 1
ix 0 0 -
IT the HELIX_ITSM_INTEROPS pipeline runs 6 6 1
S successfully and users are synchronized from 1
er BMC Helix IT Service Management to BMC 1
vi Helix Portal. 7
c 7
e
M
a
n
a
g
e
m
e
nt

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: BMC Helix Customer Service 2 P

M Management (CSM) deployment fails with the 2 A
C following error: . P
H ERROR (552): The SQL database 1 -
el operation failed.; Column 'C536870937' . 9
ix in table 'T5529' is of a type that is 0 4
C invalid for use as a key column in an 6
u index.
st
o Scope: You install BMC Helix IT Service
m Management on a Microsoft SQL Server
er database.
S
er
vi
c
e
M
a
n
a
g
e
m
e
nt
(C
S
M
)

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
B Symptom: The following webhooks are not 2 D

M activated and are in disabled state. 2 R
C . A
H • User ADE-IMS-Incident Correlation User 1 B
el - Add . 5
ix • User ADE-IMS-Incident Correlation User 0 -
IT - Remove 6 1
S • HPD:Help Desk ADE-ITSM-AIF-Incident 5
er - Created AND Update 8
vi 5
c Scope: You perform a fresh installation of BMC
e Helix IT Service Management 22.1.06 or
M upgrade to BMC Helix IT Service Management
a 22.1.06. You check the AR System Webhook
n form by using the Midtier and verify the status
a of the webhooks.
g
e Workaround:
m
1. Deactivate the BMC Helix ITSM
e
Insights services by using the tctl utility
nt
and the following JSON:
{
"status": "INACTIVE"
}
2. Activate the BMC Helix ITSM Insights

services by using the tctl utility and
the following JSON:
{
"status": "ACTIVE"

C Description C A D
o o f e
m r f f
p r e e
o e c c
n c t t
e t e I
nt e d D
d v
i e
n r
s
i
o
n
s
}
See Using the tctl utility .
BMC Confidential. BladeLogic Confidential. The preceding information is intended only for registered users of docs.bmc.com.

Getting started
BMC Helix IT Service Management on-premises installation provides a containerized architecture that enables you to
use BMC Helix Innovation Suite and Service Management applications as containers in your on-premises environment.
Containerization enables you install the complete architecture in a fully automated operation with full control and
significantly reduced complexity. BMC provides deployment pipelines that help you install BMC Helix Innovation Suite and
applications as containers easily and quickly.
If you are new to the BMC Helix ITSM installation, read and perform getting started tasks to learn how to perform the BMC
Helix ITSM installation.
Getting started with upgrade will help you to determine the upgrade method, realize the upgrade process, and assist you
with the end-to-end staged upgrade process.
If you are not sure where to start, read the Deployment overview.
Getting started for Getting started with Getting started with upgrade
administrators installation
Planning an Upgrade
BMC Deployment Engine Planning a fresh installation
overview Staged upgrade process
Installing
BMC Helix IT Service Management
deployment architecture
Feature differences when using

BMC Helix ITSM Suite in
containerized and non
containerized environment
Glossary
Deployment overview
Perform a container deployment of BMC Helix Innovation Suite platform and Service
Management applications in your on-premises environment. Related topics
The container deployment is an automated process that significantly reduces

BMC Helix IT Service
deployment complexity.
Management deployment
architecture
The following image shows the platform and applications components that are
installed when you install BMC Helix IT Service Management:

Feature differences when using

BMC Helix ITSM Suite in
containerized and non
The following table lists the components:
Component Deployed?
BMC Helix Innovation Suite
BMC Helix CMDB
BMC Helix ITSM Applications
BMC Helix ITSM: Asset Management
BMC Helix ITSM: Knowledge Management
BMC Helix ITSM: Service Desk
BMC Service Request Management
BMC Service Level Management
BMC Helix ITSM: Smart IT

Component Deployed?
BMC Helix ITSM: Smart Reporting
Smart Applications
BMC Digital Workplace
BMC Digital Workplace Catalog
BMC Live Chat
BMC Helix Multi-Cloud Broker
BMC Helix Business Workflows
BMC Helix ITSM Insights
BMC Helix Customer Service Management
BMC Helix Portfolio Management
BMC Helix Virtual Agent
BMC Helix Integration Service
The following video (3:25) provides a summary of deploying BMC Helix IT Service Management by using containers:

https://youtu.be/jVbiW-qSDSI
Benefits of container deployment
Container deployment provides the following advantages:
• Simplified on-premises deployment process

with reduced deployment cost.
• Automated, faster, and less error prone

deployment as compared to the server-based
installation.
• Ensures application security by

isolating applications from the host and other
applications.
Product roles and permissions

BMC Helix IT Service Management deployment aims at simplifying the on-premises deployment process performed by the
roles described in the following image:

Deployment overview
Deploying containers simplifies the installation of BMC Helix IT Service Management. This automated process reduces the
complexity of deployment as compared to the deployment by using installers.
The following diagram provides an overview of a container deployment:
Before you start the deployment, make sure that your system meets the hardware and software requirements.

Fresh installation of BMC Helix IT Service Management

The BMC Helix IT Service Management container installs BMC Helix Innovation Suite and service management
applications in your on-premises environment by using the Jenkins pipeline. Deploy applications as per your business
requirement and license entitlement.
See the following process flow to understand the high-level overview of deploying BMC Helix IT Service Management as
container:
For more information, see Installing.
Upgrade of BMC Helix IT Service Management

You can upgrade BMC Helix IT Service Management platform and applications from 20.02 and earlier versions by using
the staged upgrade method. Staged upgrade method is a parallel upgrade method. It includes fresh installation of
platform and applications on a new environment and migration of your workflows and data from current production
environment to your new environment by using BMC Helix Data Manager (HDM).
BMC Helix Data Manager tool supports your data migration needs to migrate your data to a new system. The tool
automatically discovers the structure of the applications so that you can migrate data quickly and easily. BMC Helix Data
Manager includes preconfigured migration packs for the major BMC Helix ITSM releases. You can modify these packs to
meet the needs of your application, project, and business. Data mapping tools which include built-in transformations and
conditional logic are also available.
See the following process flow to understand the high-level overview of upgrading BMC Helix IT Service Management:
For more information, see Staged upgrade process.
Documentation overview

System administrator
Administrator
New user Planning
Installing Installing
BMC Deployment Engine
overview Upgrading Upgrading
Recommended skill set and trainings

To install BMC Helix IT Service Management, several tools are required to set up a
container based environment. Before you start with the installation, we recommend Related topics
that you understand the skill set required to perform the installation, and complete
the recommended trainings.
Deployment overview
Glossary
BMC Deployment Engine
Tools used in BMC Deployment Engine

BMC Deployment Engine is a deployment tool that is used to deploy, upgrade, patch, and manage BMC Helix IT Service
Management configuration.
The following tools are used to set up BMC Deployment Engine:
Tools Description Reference
Jenkins Jenkins is an automation server that is used to create and automate Jenkins User Documentation
deployment pipelines. Jenkins also provides a graphical UI to perform
the deployment. Jenkins deployment pipeline automation uses
Python, Ansible, and shell scripts.
Ansible Ansible is a tool that enables application deployment functionality. Ansible Documentation

Tools Description Reference
Helm Helm is the package manager used to deploy applications in Helm Documentation
Kubernetes.
Git Git is a distributed version control system. Git is required to maintain git Documentation
the automation scripts.
kubectl kubectl is Kubernetes command-line tool. It is a Kubernetes client that kubectl Kubernetes
is used to run the Kubernetes commands. Documentation
Docker Docker is a software framework for managing containers. It is used to Docker commands
build container images.
Recommended skill set

We recommend that you have an understanding of the following tools to successfully install BMC Helix IT Service
Management:
Technology Description Reference

/ Tools
Kubernetes Kubernetes is a container orchestration that is used to deploy Kubernetes Documentation

containerized BMC Helix Innovation Studio and applications.
The container-based applications run on a Kubernetes cluster.
NGINX NGINX Ingress Controller enables you to configure a load balancer NGINX Ingress Controller
Ingress for Kubernetes environments.
Controller
Linux Linux operating system is used in the Jenkins server setup and shell Red Hat Enterprise Linux 8
scripts that are used to set the deployment pipeline. Documentation

Technology Description Reference

/ Tools
Harbor Harbor is a container registry. Harbor 2.1 Documentation
Container images required for installing BMC Helix IT Service

Management are located at BMC DTR. You can synchronize the
container images to a local container repository and configure the
deployment pipeline to use the container images from the local
repository.
Important: BMC validates using the open-source Harbor repository.

You can choose any container repository solution that is compatible
with the BMC Helix IT Service Management deployment. BMC does
not anticipate any issues with alternative repositories. However,
BMC does not provide support for alternative container repositories.
Recommended trainings
We recommend that you complete the following trainings:
Training Reference
BMC Helix IT Service Management deployment BMC Helix On-Premises IT Service Management Container
Deployment: Essential Subscription
Learn Kubernetes Introduction to Kubernetes and Kubernetes cluster
BMC Deployment Engine overview

BMC Deployment Engine is a deployment tool that is used to deploy, upgrade,
patch, and manage configuration of BMC Helix Innovation Suite in your Related topics
environment. It is a logical entity that uses tools, such as Jenkins and Ansible to
deploy BMC application workloads.
Getting started
The following diagram shows how BMC Helix Innovation Suite deployment works:
architecture

You use the BMC Deployment Engine to perform the following tasks:
• Install BMC Helix Innovation Suite.

• Call the relevant pipelines that deploy applications.
For information about setting up BMC Deployment Engine, see Setting up BMC
Deployment Engine.
Feature differences when using BMC Helix ITSM Suite in containerized and
non containerized environment
Deploying BMC Helix Innovation Suite and the service management applications as containers makes the applications
secure by isolating the host and other applications. In a containerized environment, certain file systems and features are
locked, and you cannot access them in the same way as you would in a non-containerized environment.
This topic describes the file systems and features locked in the containerized environment and the alternate ways to
access them.

For example, in a non-containerized environment, you can access and extract the log files directly from
the ARSystemInstallDir\Arserver\Db folder. However in a containerized environment, we recommend you to access
the log files by using the Support Assistant tool. For more information, see Viewing and collecting logs by using the
Support Assistant tool.
Differences in accessing features and file systems in a containerized environment versus a non-
The following table describes the differences in application behavior and operational management when you use BMC
Helix Innovation Suite in a containerized environment and in a non containerized environment:
Feature Using BMC Helix ITSM Suite in a non- Using BMC Helix ITSM Suite in a
containerized environment containerized environment
Using ARDBC Plug-in API • You can create custom plug-ins by • Use the feature Plugin server as
function to create using the ARDBC Plug-in API function. a Service to create custom plug-
custom plug-ins and • You can add the plug-ins to the ins.
Vendor forms default plug-in server file system by For more information, see
using the Remedy Management Deploying custom plug-ins.
console or create a new plug-in server • A plug-in server image is used as the
and then add them to the AR Monitor base image layer.
configuration file.
• You can create a custom plug-in as an
overlay in a new image and use it as
a service on top of the base layer.
Defining the Run Process • You can embed custom processes The Run Process workflow that calls external
workflow such as adding JAR files in a single programs such as batch files, shell scripts, or
server system and call the processes commands is not supported in a
by using a workflow. containerized environment.
• When the workflow is processed, the
server creates a duplicate process
and calls the JAR file with the specific
parameters.
Running the Unified You can run the UDM files in two ways by • You can add the data file by using
Data Management using Atrium Integrator: the ITSM Interface form.
(UDM) jobs by using • You cannot add external files and
• Add the UDM job details to the
Atrium Integrator folders inside the container.
ITSM Interface form.
• Add the files to an FTP server and
• Add the UDM job details to a local
update the UDM job to import the file
system. The UDM/Pentaho server
from the FTP server.
picks the file and imports the
data.

Customizing the ar.conf • The system admin can add or • In a containerized environment, you
file and the modify properties for custom plug- cannot access the configuration
arserverd.conf file ins in the ar.conf file. files.
• The system admin can modify the • We recommend that you use the AR
heap size in the arserverd.conf System Configuration Generic UI form
file. from the Remedy AR System
Administration Console to add or
modify configuration settings for
centralized components. For more
information, see Updating configuration
settings by using the AR System
Configuration Generic UI form
Configuring the server • You can update the log file names • You cannot update the log file names
for files like API, SQL, and filters. You in containers.
can choose to give a single name or • The log file names are used to control
multiple names to the files. the critical logs routing to ElasticSearch.
• You can change the log They are also used to control the log
configuration by using a file based size and the log rollover size.
on the components in the server. • You can change the log configuration
• Each server has a logback by using configmaps.
configuration to change the log • All the logback configurations in the
level to INFO/ERROR/DEBUG. installers are converted to Kubernetes
configmaps. You can update the
configmaps and restart the containers
to update the log configuration.
Accessing the log files You can access the log files in the In a containerized environment, the files
machine and extract the files by using are divided into two categories: Critical logs
tools like the ARLogZipper. and Trace logs.
• For critical logs, FluentBit extracts

important messages and sends the
data to ElasticSearch. For more
information, see Viewing and collecting
critical logs by using the Kibana
dashboard.
• For all the log files, a new tool called
the Support Assistant tool is added to
download logs from the containers. For
more information, see Viewing and
collecting logs by using the Support
Assistant tool.

Configuring the web • You can configure these files • In a containerized environment, you
server in the files from directly from the server and set it can configure files like jetty.xml and
the for every instance. logback_server.xml by using
<ApacheTomcatInstallDi • You can also add your custom configmaps. For more information, see
rectory> folder: Tomcat web applications. the topic Using ConfigMaps to access
the configuration files.
• jetty.xml file for
• The web.xml file and webapps
jetty server
folder are locked.
• logback_server.xml
file
• web.xml file or
webapps folder
Security Certificates Certificates have two requirements in • In a containerized environment, the

an application: web servers do not support the SSL
certificates. The SSL offloading is done
• SSL Certificate to support the HTTPS. at the Load balancer.
• Trust Store to store the public keys • If you want to store a public key, you
and the outbound calls that are used can create a custom cacerts file and
to point to a server that uses a self- mount it as a Kubernetes overlay to the
signed certificate. container. For more information, see
You can apply these certificates Applying security certificates to your
manually in the web server applications.
configuration or in the Java cacerts file.
Customizing the BMC You can create custom plug-ins for You cannot create custom plug-ins on a BMC
Helix Single Sign-On changing the user names on a BMC Helix Helix Single Sign-On server in containers.
name change plug-ins Single Sign-On server.
Generating the You can see the licensing information You can see the licensing information stored
License Report in the License report file generated in in a form. Use AR API to retrieve the
the system. information.
Exporting archived You can export the archived data in the db Exporting the archived data in CSV format is
data to local disk folder in CSV format. not supported.

Trace Log file behavior • You can update different names • You cannot change any settings for
for different trace files. the trace log files in the containerized
• You can set the limit size and the environment.
rollover behavior of the trace • All the trace files have the same
files. name based on the name of the
converged file.
• The limit size and the rollover
behavior is set in the containers as per
the following default values:
• Limit size - 128 MB
• Maximum rollover size - 8 files
Database integrations You can perform direct database You can perform database integrations or
integrations or direct database reporting direct database reporting with the BMC
with the BMC Helix Innovation Suite Helix Innovation Suite database.
database.
Glossary
This glossary contains terms that are relevant to BMC Helix IT Service Management deployment.
BMC Helix IT Service Management container images

Docker images that contains code, libraries and system settings to deploy BMC Helix IT Service Management on your
environment.
Docker Trusted Repository (DTR)

A Docker Trusted Repository (DTR) is a registry that allows the user to download BMC Helix IT Service Management docker
images. The DTR for BMC Helix IT Service Management components is containers.bmc.com.
Domain Name System (DNS)

Domain Name System (DNS) is a service that translates domain names into IP addresses used by BMC Helix IT Service
Management.

EPEL Repository
The Extra Packages for Enterprise Linux (EPEL) Repository is an additional package repository which allows you to easily
set up Ansible and Jenkins for BMC Helix IT Service Management deployment.
Git server
A git server is a machine where you store the repositories used to run the BMC Helix IT Service Managementdeployment
pipelines.
BMC Helix Innovation Suite cluster

A Kubernetes cluster that includes artifacts such as BMC Helix IT Service Management application parts, Ingress controller,
nodes, and infra-services.
Local Git Repository

A git repository on your local server required to run the Jenkins pipeline to deploy BMC Helix IT Service
Management into your Kubernetes cluster.

Planning
IT architects and system administrators can plan a new deployment of BMC Helix IT Service Management by
understanding the system requirements, sizing and scaling considerations, and security needs.
The following table lists the different actions that you perform to plan the BMC Helix IT Service Management deployment:
Action Reference
Understand the deployment architecture. BMC Helix IT Service Management deployment

architecture
Plan for a fresh deployment of BMC Helix IT Service Planning a fresh installation
Management.
Understand the hardware, software, and database System requirements

requirements.
Understand the Persistent Volume Claim requirements. Persistent Volume Claim requirements
This topic describes the use the WhiteHat Sentinel Premium WhiteHat Sentinel PE security vulnerability scan test
Edition (WhiteHat Sentinel PE) service, a dynamic application for BMC Helix Innovation Suite
security tool (DAST), for security penetration testing of BMC in Action Request System documentation.
Helix Innovation Suite.
Know about language support and localized forms for BMC Supported languages and locales
Helix Innovation Suite and service management applications
Learn about the license entitlements included in a specific License entitlements

product and the user licenses.
BMC Helix IT Service Management deployment architecture

The system administrator performs a container deployment of BMC Helix
Innovation Suiteand Service Management applications. Related topic
The BMC Helix IT Service Management container includes the essential components,
Preparing for installation
such as the BMC Helix Innovation Suite, BMC Helix Single Sign-On, and applications
developed with Developer Studio (BMC Helix ITSMapplications and Smart IT)

and BMC Helix Innovation Studio (Live Chat, BMC Helix Business Workflows, and Deployment architecture
BMC Helix Multi-Cloud Broker).
Planning the high-availability depl
Use the BMC Helix IT Service Management container to set up the BMC Helix oyment of the data lake compone
Innovation Suite and Service Management applications on your local system. nts
Planning the disaster recovery depl

oyment of the data lake componen
ts
Deployment architecture
The following diagram depicts the container deployment architecture of BMC Helix IT Service Management:
The architecture consists of the following components:

Compon Description
ent
BMC BMC Docker registry that stores the container images.

DTR
Harbor Local Docker registry setup in the customer environment.

reposito
ry For more information, see Setting up a Harbor repository to synchronize container images.
BMC Logical entity that is used to deploy BMC Helix IT Service Management in your environment.
Deploy
ment For more information, see Setting up BMC Deployment Engine.
Engine
BMC Enables access to container images.

Deploy
ment For more information, see Deploying BMC Helix Platform services for BMC Helix IT Service Management .
Manage
r
Kubernetes platform

Compon Description
ent
NGINX Specialized load balancer for Kubernetes environment.

ingress
controll NGINX is directly used as an ingress controller. The following features of NGINX are used:
er
• Authorization Module— Used to internally handle redirects to the correct service to authenticate and
authorize the service
• Configuration Customization—Used to intercept calls between services based on authentication
criteria
• Mergeable Ingress—Allows separate minion ingress objects per service with a single master ingress
to handle all major configurations including multi-tenant support with server-alias annotation
• Rewrite Target—Is regex-based and flexible. Used to map incoming URL to paths within the micro-
service
With NGINX support, several use cases can be supported including:
• Centralized Grafana-based reporting for All BMC products

• Artificial Intelligence for Service Management
• Proactive Problem Management
• Real-time Incident Correlation
• Single stack for Dev/QA environments through multitenancy
Kuberne A logical group of pods in a cluster.

tes
service

Compon Description
ent
BMC Applications that enable you to access the server tier from a browser and make web services accessible.
Helix The following applications are included in the Web tier:
Innovati
on Suite • Mid Tier—Mid Tier enables you to access BMC Helix Innovation Suite from a browser. The Mid
Tier contains components and add-in services that run on a web server, enabling users to view
applications on the web. Mid Tier translates client requests, interprets responses from the
server, handles web service requests, and runs server-side processes that provide BMC Helix
Innovation Suite functionality to web and wireless clients.
A browser is a generic client that has no inherent knowledge of any application that might run within
it. By acting as an interpreter, the Mid Tier allows a browser to become a fully functional BMC Helix
Innovation Suite client.
• Smart IT—Smart IT user interface makes it easier for you to perform basic BMC Helix ITSM processes
reducing the number of steps involved in performing the tasks. Smart IT sets a new standard for the
modern, collaborative workplace with an intuitive, social, and mobile service desk experience to
users.
• BMC Helix Digital Workplace—BMC Helix Digital Workplace enables you to request IT, HR, and other
company services through a social media-like interface. Administrators enable self-service features
for end users.
• BMC Helix Business Workflows—BMC Helix Business Workflows is a cloud-native case
management application for all lines of business. It provides services to employees in a scalable,
managed, and automated way. Built on BMC Helix Innovation Suite, it provides the ability to create
automated workflows without writing code and tailor the user interface to meet the organization's
need.
• BMC Helix Multi-Cloud Broker—BMC Helix Multi-Cloud Broker is an add-on offering for BMC
Helix ITSM that enables organizations to effectively manage IT services in a hybrid, multi-provider
environment. It provides out-of-the-box integrations to address advanced service management
challenges related to cloud services and to enable DevOps teams to work seamlessly with
multiple applications.
• Live Chat—Live Chat provides a self-service solution for users to resolve their issues by chatting
to support agents.
• BMC Helix Portfolio Management—Using BMC Helix Portfolio Management, you can manage end-
to- end process of a product's development. You can manage the product portfolio from
requirements to implementation stage.
• BMC Helix Customer Service Management—BMC Helix Customer Service Management is a next-
generation, end-to-end service management application suite focused on external customer service
excellence – B2B, B2C, G2C. The customer 360 profile aggregates data from various customer
systems, featuring insights on customer status, segmentation, preferences, language, products and
services, activities, sales history, payment history, profitability, contracts, and case history.
• Platform integration and user services:
• REST API traffic support to the AR System server.
• Service used by the applications for interacting with the AR System server.
Learn about BMC Helix Innovation Suite architecture at BMC Helix Innovation Suite architecture .

Compon Description
ent
• Support Assistant Tool—Enables you to view and collect BMC Helix Innovation Suite and service
management application logs. For more information, see Viewing and collecting logs by using
the Support Assistant tool.
• Fluent Bit—Enables you to collect critical logs from your pods running in the BMC Helix
Innovation Suite namespace. For more information, see Fluent Bit documentation .
BMC BMC Helix Platform is a microservices-based SaaS platform, you can use foundational services such as user
Helix management, tenant management, and single sign-on.
Platform
BMC Helix Platform consists of the following components:
• AISM—AI-driven Service Management (AISM) capabilities enable IT service and operations teams
to predict issues better, resolve them faster, and provide always-on service.
• BMC Helix Dashboards—BMC Helix Dashboards is a SaaS service on the BMC Helix Portal that offers
unified reporting and gives you a consolidated view of data from applications across your environment.
• BMC Helix ITSM Insights—BMC Helix ITSM Insights is a module of BMC Helix that delivers value by
providing AI Service Management capabilities to use in combination with your BMC Helix ITSM
instances. For more information about BMC Helix ITSM Insights, see Orientation in BMC Helix
ITSM
Insights documentation.
• BMC Helix Portal—BMC Helix Portal is a SaaS solution with built-in common services on a
microservices-based architecture and a set of integrated BMC Helix products from a single,
unified view for an improved end-user experience.
• BMC Helix SSO—BMC Helix Single Sign-On enables users to present credentials for authentication only
once in a multi software environment.
• Identity Management—Identity Management Service (IMS) is a common service of BMC Helix
Portal that enables you to set up role-based access control and data-level access control. These
actions cannot be set up by end users.
• Tenant Management—Tenant Management Service (TMS) is a common service of BMC Helix Portal
that enables the BMC SaaS Operations team onboard and offboard tenants and perform associated
actions; for example, configure an external identity provider, configure the data retention period for
a tenant, and so on.
For more information about the components, see the Orientation in BMC Helix Portal
documentation.
• Logging components:
• Kibana
• Elasticsearch
These components facilitate you to use Kibana dashboard to view and collect the critical logs.
For more information, see Viewing and collecting critical logs by using the Kibana dashboard.

Compon Description
ent
Data The Data tier holds data that applications can create and manipulate. The Data tier consists of the
Tier following data stores:
• Kafka/Zookeeper— Used for asynchronous communication and ingestion queues.

• PostgreSQL— Used for structured data across the BMC Helix Platform.
• Elasticsearch—Used to store ingested events and logs.
• Redis—Data structure store that is used for ephemeral data and caching.
• VictoriaMetrics—Offers built-in tools to take backups of all data and is used to store time
series metrics and aggregations.
• MinIO—Server-side storage stack that is used for file storage and backups.
Expand to view the data store usage in BMC Helix Innovation Suite, BMC Helix ITSM Insights, and BMC
Helix Dashboards
The following table describes the data store usage in products:
Data store Data store usage in the product
BMC Helix BMC Helix ITSM BMC Helix Dashboards

Innovation Suite Insights
Elasticsearch
• Used for Full • Used for AISM

Text Search (FTS) tickets
• Uses logs cluster • Uses logs cluster
Kafka/Zookeeper
Used for ticket Used for user and team

ingestion notifications

Compon Description
ent
PostgreSQL
Used for BMC Helix Used for models and Used for Grafana
Single Sign-On training schedules metadata, organizations,
metadata users, dashboards
metadata, and permissions
data
Redis
Used for platform and Used for user sessions

user sessions
VictoriaMetrics
Used for ITSM Insights

metrics
MinIO
• Used for Used for branding

object storage
to train models
• Used for branding
Databas Storage for data that applications can create and manipulate. The data tier uses PostgreSQL (Linux), Oracle,
e server or SQL Server database platform.
The BMC Helix Innovation Suite database stores definitions and data for AR System server, Mid Tier, and
BMC Helix ITSM applications.
Persiste Facilitates the storage of block-based data. We recommend block storage of Elasticsearch. Currently we
nt support Ceph RBD.
volumes

Deployment use cases

The following table list the deployment use cases:
Action Reference
Learn how to deploy BMC Helix IT Service Deploy BMC Helix IT Service Management in a multitenant
Management in a multitenant BMC Helix Platform BMC Helix Platform environment
environment.
Deploy BMC Helix IT Service Management in a multitenant BMC Helix Platform environment
BMC Helix IT Service Management uses the BMC Helix Platform to provide
capabilities such as the Data Lake, Helix Dashboards and AI Service Management. Related topics
BMC Helix Platform is designed to support multiple tenants. This feature enables a
single Helix Platform to be shared between multiple installations of BMC Helix IT
Service Management. Each BMC Helix IT Service Management system is created as a Onboarding and managing
distinct tenant in BMC Helix Platform. tenants and services
in BMC Helix IT Operations
BMC Helix Platform uses a robust Role-based access control (RBAC) model. Data of a Management deployment
tenant in the BMC Helix Platform is not available to other tenants hosted on the documentation
platform.
Managing tenants with tctl
commands
This use case describes how to use the multitenancy feature of BMC Helix
Platform to reduce the overall infrastructure requirements for multiple BMC Helix
IT Service Management deployments. documentation
Scenarios
An organization wants to install multiple BMC Helix IT Service Management systems in their on-premises environment. A
typical deployment of BMC Helix IT Service Management includes a dedicated BMC Helix Platform. The organization
decides to use a multitenant BMC Helix Platform to reduce infrastructure costs. A system administrator in the
organization can use the BMC Helix Platform multitenancy feature in the following scenarios:
Service providers with multiple customers sharing one BMC Helix Platform
A service provider organization wants to install BMC Helix IT Service Management for three of their customers. A system
administrator creates a shared cluster to host the production environments on the same BMC Helix Platform services. The
administrator creates three BMC Helix Platform tenants, Tenant 1, Tenant 2, and Tenant 3 by using the tctl utility. The tctl
utility uses tctl commands to manage tenant services. The administrator then installs BMC Helix IT Service Management
for each tenant by using the deployment pipelines.
Data segregation and access are enforced. Data for each tenant in the BMC Helix Platform is not visible to other tenants.
The logging data stored in Elasticsearch can be filtered by the tenant, but is not segregated.

This configuration is suitable where customers of the service provider do not have access to the Kubernetes
administration functions.
The following image shows the BMC Helix IT Service Management installation on a multitenant BMC Helix Platform:
Non-production systems sharing one BMC Helix Platform

An organization wants to install BMC Helix IT Service Management for in-house development and testing. A system
administrator creates a cluster to host the development and QA environments that use the same BMC Helix Platform
services. The administrator creates two BMC Helix Platform tenants, Dev Tenant and QA Tenant, by using the tctl
utility. The administrator then installs BMC Helix IT Service Management for the Dev Tenant and the QA Tenant by
using deployment pipelines.
The following image shows a shared development and QA cluster:

Workflow to install BMC Helix IT Service Management in a BMC Helix Platform multitenant environment
The following table lists the tasks to install BMC Helix IT Service Management on a multitenant BMC Helix Platform
environment:
Task Description Reference
1 Plan the installation

Review system requirements for BMC Helix IT System requirements

Service Management installation.
Make sure that you install the pre-requisite

software such as Kubernetes, Docker, Helm, and
Jenkins, and meets the hardware and software
requirements.
2 Prepare for installation
a Download the installation files and container Downloading the installation files
images access key from Electronic Product
Download (EPD).
b Create your Harbor repository and synchronize the Setting up a Harbor repository to synchronize
repository with BMC Docker Trusted Registry (DTR). container images
c Prepare the database that you want to use. Setting up a Microsoft SQL Server database
Setting up an Oracle database
Setting up a PostgreSQL database
d Set up the BMC Deployment Engine to call the Setting up BMC Deployment Engine
relevant pipelines that deploy your applications.
3 Install BMC Helix Platform and create tenants
a In the BMC Helix Platform namespace, install BMC Installing BMC Helix Platform services
Helix Platform services.
b Download the tctl utility from BMC Electronic Creating tenants in BMC Helix Platform
Product Distribution (EPD) and set up it.

c Create the required number of tenants in BMC Helix

Platform by using the tctl utility.
4 For a BMC Helix Platform tenant, install BMC Helix IT Service Management
a Perform the following actions on the tenant to set Setting up the installation environment
up the installation environment:
• Create BMC Helix Single Sign-On realm

Important: Make sure that you in the BMC
Helix Single Sign-On realm you specify the
appropriate tenant name.
• Configure BMC Helix Single Sign-On
• Create an external IP for Elasticsearch
b In the BMC Helix Innovation Suite namespace, Performing the installation

install the platform and applications for the
tenant.
Important: In the TENANT_DOMAIN parameter,

make sure that you specify the tenant name that
you specified while configuring the BMC Helix
Single Sign-On realm.
c Perform task 4a and 4b for all the tenants. NA
Important: You require a separate namespace to

install BMC Helix Innovation Suite for each tenant.
Benefit
By installing BMC Helix IT Service Management on a multitenant BMC Helix Platform, you can reduce the overall compute
footprint and consequently the infrastructure needed for BMC Helix IT Service Management deployment.
Multitenancy deployment considerations

Review the following points for multitenancy deployment:
• You require separate namespaces in the same cluster to install BMC Helix Innovation Suite for each BMC
Helix Platform tenant.
For example, to install BMC Helix Innovation Suite on three tenants, you require three separate namespaces.
• You do not need to install separate namespaces for BMC Helix Logging. Use a shared BMC Helix
Logging namespace for BMC Helix Innovation Suite on a multitenant BMC Helix Platform.

• You require separate databases to install BMC Helix Innovation Suite for each BMC Helix Platform tenant.
For example, to install BMC Helix Innovation Suite on three tenants, you require three separate
databases.
• You do not require separate domains for application URL configuration for each tenant.
• After you offboard a tenant, you cannot use the same tenant's name to onboard a new tenant.
• Data of a tenant in the BMC Helix Platform is not available to other tenants hosted on the platform. A
tenant administrator can view data of customers in a tenant for logging purposes.
• BMC Helix Platform upgrades affect all the customers hosted on the platform and you must plan the
upgrades diligently.
 Important
BMC supports n-2 compatibility between BMC Helix Innovation Suite and BMC Helix Platform.
Planning a fresh installation

Plan the fresh installation of BMC Helix IT Service Management before you start with
Related topics
the actual installation process.

architecture
System requirements
Planning the environment

Review the planning decisions and related information to plan the optimal environment for installing BMC Helix IT Service
Management.

Planning decision Details
What are the Before installing BMC Helix IT Service Management, make sure that you plan for the required
hardware hardware. Review the minimum hardware requirements and plan the optimal infrastructure to
requirements? support your deployment.
How do I determine BMC publishes guidelines for hardware sizing based on a series of enterprise-scale tests to
the number of demonstrate the scalability and performance of the platform and the applications.
systems I need to
support my
installation?
What are the Plan for the operating systems, databases, and other third-party software that are required for
software installing BMC Helix IT Service Management.
requirements?
Review the system requirements to ensure that the system on which you plan to install
contains the required and supported third-party software.

Which databases are BMC Helix IT Service Management supports the Oracle, Microsoft SQL, and PostgreSQL
supported? databases.
Which version of You must install BMC Helix Platform services 23.2.02 version.
BMC Helix Platform
services do I need to
install?
Planning the installation activities

Review the planning decisions in this section to understand the activities that you must perform before installing BMC
Helix IT Service Management.

What are the pre-requisites for BMC Helix IT Service Management uses the BMC Helix Platform services. Before
a fresh installation? performing the BMC Helix IT Service Management installation, you must install the
BMC Helix Platform infra and platform services.
What preparations are To prepare the environment for installation, perform the tasks in the Preparing for
required for a fresh installation section.
installation?
Where do I find the installation The installation files are available on the BMC Electronic Product Distribution (EPD)
files and container images? site. The container images are hosted on BMC Docker Trusted Registry (DTR)
containers.bmc.com.
You can download the installation files from the EPD site. The installation files
include the following artifacts:
• Git repositories and artifacts used for installation

• Database dump files
• Container images access key to access the container images hosted on BMC
DTR
You do not need to download the container images.
What credentials are required You must have Kubernetes cluster level permissions for creating clusterrole and
for installing BMC Helix IT clusterrolebinding .
Service Management?
What are the license To view the license requirements, see the following topics:
requirements and how to get a
license? • Obtaining license keys
• License entitlements
Where to go from here

Installing
Planning an upgrade
Review this planning guide to select the appropriate upgrade method and to understand the upgrade process.

Choosing an upgrade path

Your current version of the Remedy ITSM Suite platform components and applications determines the upgrade path that
you choose. Review the planning decisions and related information in the table to plan your upgrade path.
From which versions can I upgrade? The following is the list of versions from which you can upgrade by
using the staged upgrade method:
• BMC Helix ITSM—8.1, 9.1, 18.05, 18.08, 19.02, 19.08, 20.02,

and 20.08
• BMC Helix Digital Workplace—19.x and later versions
• BMC Helix Digital Workplace Catalog—20.02, and 20.08
• BMC Helix ITSM: Smart IT—2.0 and later versions
• BMC Helix ITSM: Smart Reporting—20.02 and later versions
Determining the upgrade scope

Review the planning decisions and related information in the table to plan the upgrade scope and decide whether to
deploy new components.
Can I upgrade just the platform or application Independent upgrade of the platform or application
components? components is not supported.
Can I upgrade just the applications? No.
You must upgrade the platform to upgrade the applications.

Choosing the upgrade method
What is a staged upgrade method? Use this method to perform an upgrade from 20.02 and
earlier versions. Staged upgrade method is a parallel upgrade
method that consists of the following actions:
• You perform a fresh installation of platform and

applications in your environment that creates a new
parallel architecture.
• You migrate your workflows and data from current
production environment to your new environment by
using BMC Helix Data Manager (HDM).
Migrate the Action Request System, BMC Helix ITSM: Smart
IT, BMC Helix Digital WorkplaceCatalog, and BMC Helix
ITSM: Smart Reporting databases by using HDM.
Migrate the BMC Helix Digital Workplace database by using

the Export-Import utility.
Do I need to schedule downtime for the staged Yes.

upgrade?
You need to plan for a short outage to move the delta data and
cutover integrations in your current production system.
What data can be migrated with the BMC Helix BMC Helix Data Manager supports the data migration for the
Data Manger tool? following products:
• AR System
• BMC Helix Digital Workplace Catalog
• Any relational database, such as BMC Helix ITSM: Smart IT
Planning the upgrade environment

Review the planning decisions and related information to plan the upgraded environment.

What are the system BMC Helix IT Service Management on-premises installation provides a containerized
requirements? architecture. The system requirements differ from the earlier version.
Learn about the hardware, software, and additional requirements at System

requirements.
What is the BMC publishes guidelines for hardware sizing based on a series of enterprise-scale tests
recommended sizing to demonstrate the scalability and performance of the platform and the applications.
guideline?
To know more refer to Sizing and scalability.
Which databases For database support, see the database requirements in the System requirements.
are supported?
AMIGO program
The BMC Assisted MIGration Offering (AMIGO) program is designed to assist customers with the planning of product
upgrades to a newer version (“Success through proper planning"). This program is offered to BMC customers currently
subscribed to BMC Support.
BMC will provide collateral containing upgrade best practices compiled by experts in BMC Support and in R&D. You
can leverage this information to create your upgrade plan. Upgrade experts in BMC Support will review your plan and
offer advice to help ensure your success.
To learn more about the AMIGO program, visit the AMIGO Program Overview on the Support page.
Read about the AMIGO program at https://communities.bmc.com/docs/DOC-28417.

Staged upgrade process
Sizing and scalability considerations

The sizing baselines specified in this topic are based on the performance lab benchmark test results performed in BMC’s
test labs. You may use these baselines as a reference for your on-premises BMC Helix IT Service Management deployment.
 Important
The Kubernetes cluster and worker node sizing guidelines in this topic do not include BMC Helix ITSM
Insights, BMC Helix Business Workflows, and BMC Helix Multi-Cloud Broker requirements.

The Kubernetes cluster and worker node sizing guidelines in this topic do not include the installation of
BMC Helix IT Service Management in a multitenant BMC Helix Platform environment.
If you are deploying multiple containerized products such as BMC Helix IT Service Management, BMC Helix Operations
Management, and BMC Helix Continuous Optimization in your environment, prepare your cluster to match the combined
sizing for all products.
For information about BMC Helix Operations Management and BMC Helix Continuous Optimization guidelines, see
Sizing considerationsin the BMC Helix IT Operations Management deployment
documentation.
Concurrent user requirements

Sizing requirements are measured in groups of T-shirt sizes such as Small, Medium, and Large. Each group has a
considered maximum load of the following users:
• Concurrent users—represent the number of users that are logged in and actively working on a system across
each of the following BMC Helix IT Service Management applications that are hosted on a single deployment of
BMC Helix IT Service Management:
• BMC Helix ITSM
• BMC Helix ITSM: Smart IT
• BMC Helix Dashboards
• BMC Digital Workplace
• BMC Digital Workplace Catalog
• BMC Live Chat
• Resilient concurrent users—are the maximum number of users that the deployment should handle from a
single failure without service interruption if pods in the deployment become unavailable.
In real-world deployments, concurrent users might not be the only factor that drives the categorization of a system in the
Small, Medium, or Large category. For example, if you have a high number of integrations that create a high number of
system transactions, you must increase your sizing to accommodate the additional load from integrations.
The following table lists the concurrent user guidelines for a deployment size:
Deployment size Resilient concurrent users Maximum concurrent users
Compact Not applicable 200
Small 200 400
Medium 400 800
Large 800 1750

 Important
Compact is the deployment size for nonproduction environments and does not support High Availability
(HA).
Kubernetes cluster sizing requirements

Containers are measured and sized during the startup and load phases of an application. An application container
requires more resource utilization during startup than at peak measured loads. The difference in resource utilization
between startup and load can be used as shared burstable vCPU for workloads with additional cluster limit constraints.
The following table lists the Kubernetes cluster sizing requirements:
Deployment size Required vCPU RAM (GB)
Compact 35 140
Small 45 200
Medium 75 270
Large 75 325
 Important
The Kubernetes cluster sizing requirements listed are for single BMC Helix IT Service Management
environment installation in a cluster. To setup multiple environments, based on the number of environments,
add the vCPU and RAM requirements for each installation.
The requirements are developed using a consistent distribution of users across all applications. If your environment has a
significantly larger number of users for an application, validate the environment performance to make sure that it can
handle the load.
Worker node minimum requirements

An application in a highly available architecture must be supported by a minimum of four worker nodes. Data lake
services utilize a HA pattern and use four pods per data lake service. Three available nodes in the cluster spread the data
lake cluster services out to separate machines and maximize pod availability and effectiveness. A fourth node helps to
ensure that data lake cluster services can maintain a spread on separate nodes when one is cordoned off for
maintenance.

A worker node must have the following minimum required resources in order to support any portion of the application to
be scheduled by Kubernetes:
 Important
The total amount of vCPU and RAM resources selected for the worker nodes must match or exceed the
required vCPU and RAM specified in the Kubernetes cluster sizing requirements.
Deployment size Minimum worker nodes Minimum node vCPU Minimum node RAM (GB)
Compact 3 8 30
Small 4 8 30
Medium 4 8 30
Large 4 10 35
 Important
The minimum worker node requirements listed are for single BMC Helix IT Service Management environment
installation in a cluster. To setup multiple environments in a cluster, such as a nonproduction cluster, based
on the number of environments, add the worker node requirements for each installation.
Database resource requirements

The following table lists the BMC Helix Innovation Suite database resource requirements:
Deployment Size vCPU RAM (GB)
Compact (100 users maximum) 10 20
Compact (200 users maximum) 20 40
Small 24 64

Deployment Size vCPU RAM (GB)
Medium 40 64
Large 64 80
 Important
You must set up the database server outside the Kubernetes clusters on a physical or virtual
machine.
BMC Helix ITSM Insights resource requirements

BMC Helix ITSM Insights provides native AI Service Management capabilities with the BMC Helix Platform. BMC Helix
ITSM Insights uses NLP (Natural Language Processing) and AI clustering algorithms to deliver use cases such as proactive
problem management and real-time incident correlation.
ITSM Insights is an optional component for installation and the resource requirements listed below should be added to the
overall infrastructure sizing requirements for your BMC Helix IT Service Management deployment. Sizing for ITSM Insights
is based on data volumes rather than concurrent users.
 Best practice
BMC recommends that you use the matching category for your overall deployment. For example, if you have a
Large size BMC Helix IT Service Management deployment you must use the Large ITSM Insights category, even
if your concurrent users are below the maximum supported.
The following table lists the additional ITSM Insights resource requirements:
Category Concurrent users Incidents per day CPU (core) RAM (GB)
Compact 10 1000 111 237
Small 25 5000 132 315
Medium 50 10000 158 409
Large 100 15000 285 756

CPU requirements
The CPU size must be minimum 2.4 Gz.
Worker and master node disk requirements

Kubernetes master and worker nodes require the following free disk space allocation for container images:
Requirement Value
Worker and master nodes system disk 150 GB each
Persistent volume disk requirements

High performance of Kubernetes Persistent Volume Disk is essential for the overall system performance. Persistent Volume
Disk requires block storage. BMC supports a Bring-Your-Own-Storage model for Kubernetes Persistent Volumes. BMC lab
testing uses Ceph storage.
The disk requirement for Compact, Small, Medium, and Large deployment sizes is 1.7 TB.
We recommend that you use solid-state drive (SSD) with the following specifications:
Specification Value
Write latency 1 ms
Read latency 1 ms
Write Throughput 30 MBPS
Read Throughput 80 MBPS
IOPS Write 20 K
IOPS Read 7K

System requirements
Before you deploy the product, make sure that your environment meets the
Related topics
hardware and software requirements.

architecture
Setting up BMC Deployment

Engine
Sizing and scalability

considerations
System requirements
Make sure that your environment meets the following requirements:
Component Supported Versions
Orchestration platforms • Kubernetes 1.23 – 1.25

• OpenShift 4.10 – 4.12
Important: If you are using BMC Helix IT Service Management in Kubernetes
version 1.25, make sure that you use the baseline pod security standard for
the namespace where it is being deployed.

Supported Kubernetes Platforms The following Kubernetes and OpenShift based platforms are supported
with the underlying Kubernetes or OpenShift versions as listed in the
previous row.
• Kubernetes management tools

• VMware Tanzu
• Rancher Kubernetes
• Nutanix Karbon
• OKD (Community Edition OpenShift)

• Due to a lack of vendor support, BMC recommends that you
do not use OKD for enterprise production usage.
Refer to additional system requirements for OpenShift in
Preparing to install in an OpenShift cluster.
• Public Cloud Managed Kubernetes

• Oracle Cloud Infrastructure Container Engine for Kubernetes
(OKE)
• Azure Elastic Kubernetes Service (EKS)
• Google Kubernetes Engine (GKE)
Important: Kubernetes clusters that use only the Internet Protocol version 4
(IPv4) are supported.
Java Java 11 and later for AR System clients, such as Developer Studio, and AI.
Package Manager Helm 3.11

Ingress
nginx-ingress-controller 1.6.4, 1.7.0
Important: The Nginx Ingress Controller

version 1.6.4 is supported with
Kubernetes version 1.23.
The Nginx Ingress Controller version

1.7.0 is supported with Kubernetes
versions 1.24 and 1.25.
server-name-hash-bucket- 1024
size
ssl-redirect false
The default namespace of ingress controller is ingress-nginx.
Review the following parameter value requirements in the nginx-

configuration configmap in the ingress-nginx namespace:
• enable-underscores-in-headers: "true"
• proxy-body-size: 250m
• server-name-hash-bucket-size: "1024"
• ssl-redirect: "false"
• use-forwarded-headers: "true"
• proxy-connect-timeout: "300"
• proxy-read-timeout: "600"
• proxy-send-timeout: "600"
You can use the following command to view the parameters in the nginx-
configuration configmap:
kubectl describe cm nginx-configuration -n ingress-nginx
Container Host OS BMC Helix Innovation Suite has no specific dependencies on the underlying
Linux OS or release running on your Worker Nodes.
You can use any x86_64 GNU/Linux OS supported by your Kubernetes or

OpenShift platform and release version.

Host OS Bash Shell Bash Shell 4.2 or later
Persistent or Elastic Storage BMC supports a Bring-Your-Own-Storage-Class model, for any block storage
supporting high performance IOPS.
CephRBD is certified by BMC
Load Balancer F5 Load Balancer or other Load Balancer.
The following load balancer SSL methods are supported:
• SSL Offloading at the load balancer

• SSL Passthrough to offload at the Ingress Controller
• SSL Full Proxy
• Allow X-Forwarded- Headers Upstream of Ingress
• Reverse Proxy http back to https
Important: Make sure that you configure the following headers for SSL
Offloading at the load balancer:
• X-Forwarded-Proto—https
• X-Forwarded-Host
• X-Forwarded-Port—443
Security Certificates DigiCert and R3 certificates.
Custom CA signed certificates and self-signed certificates are supported.
Important: If you are using a self-signed or custom CA certificate, make sure

that you use the same custom certificate during BMC Helix Platform and
BMC Helix IT Service Management installation.
Docker Registry • Direct access to BMC's Docker Trusted Registry (DTR) at

https:// containers.bmc.com
OR
Local Harbor 1.8 and later synchronized with BMC's Docker Trusted
Registry
• A docker client is required.

DB Support • Oracle Database 19.16

• Microsoft SQL Server 2019
• Microsoft SQL Server 2016 (SP2)
• PostgreSQL 13
Notes:
• You must set up the database server outside the Kubernetes clusters
on a physical or virtual machine.
• In general, BMC recommends running on the latest Service
Pack, Maintenance Level, or other such update to listed
databases.
• AR System server and BMC Helix CMDB support 'AlwaysOn'
for Microsoft SQL Server.
• Remedy AR System and BMC Helix CMDB server support Oracle
Real Application Clusters (Oracle RAC) feature of Oracle Database.
• Oracle database pluggable/un-pluggable are supported.
• PostgreSQL supported configuration includes case sensitive
and Unicode implementation.
Email Engine Microsoft Exchange Server 2016 (64-bit) and Microsoft Office 365 Exchange
Notes:
• BMC internally certifies Email Engine with Microsoft Exchange Server

and Microsoft Office 365 Exchange. Because Email Engine makes use
of JavaMail API that is capable of working with other SMTP servers,
SMTP servers that are not listed in this table might still operate
correctly with AR System. You might be able to run AR System in a
configuration not listed as supported. However, BMC has not certified
the integration of Email Engine with such SMTP servers in their labs.
• Microsoft has discontinued MAPI support in Microsoft Exchange Server
2016; Support for EWS (exchange web service) is available for
Microsoft Exchange Server 2016 only.
See, https://docs.microsoft.com/en-us/exchange/new-features/
discontinued-features?view=exchserver-2016.
• OAuth 2.0 based authentication is required for Microsoft Office
365 Exchange starting with 20.02.01 and later
• Starting with AR System 20.02.01 (also known as 20.02 Patch 1), Email
Engine supports OAuth 2.0 based authentication for the Exchange
Web Services (EWS) protocol to access Microsoft Office 365 Exchange.
For more information, see AR System 20.08 enhancements in the AR
System online documentation.

BMC Helix Platform BMC Helix Platform 23.2.02
BMC Helix IT Service Management installation uses the following services

provided by BMC Helix Platform:
• Infrastructure services
• Common services
• BMC Helix ITSM Insights
Metrics Server BMC Helix uses the HorizontalPodAutoscaler (HPA) for its services so that
the product can scale based on the customer usage. For the HPA to
function, Kubernetes must expose metrics that are used to trigger scaling
activities, for which a Metrics Server is required.
For information about the HPA, see

this page in the Kubernetes documentation .
For information about the Metrics Server, see

this page in the Kubernetes documentation .
The supported Ingress and Helm versions with the orchestration platforms are as follows:
Kubernetes 1.25 1.7.0 3.11
Kubernetes 1.24 1.7.0 3.11
Kubernetes 1.23 1.6.4 3.11
OpenShift 4.12 1.7.0 3.11
OpenShift 4.11 1.7.0 3.11
OpenShift 4.10 1.6.4 3.11

Jenkins server requirements

Review the following requirements for the Jenkins server:
Component Node vCPU Operating System RAM (GB) Disk space

(GB)
Jenkins server 1 2 • RHEL 7.x and 8.x are certified. Minimum 8 100
• CentOS 7.x and CentOS Core 8.x
are certified.
• Equivalent releases of Fedora
and Oracle Linux are
supported.
For information about setting up BMC Deployment Engine, see Setting up BMC Deployment Engine.
Harbor repository requirements

Use Harbor latest version. For information about Harbor installation requirements, see
Harbor Installation and Configuration in Harbor documentation.
Make sure that your system meets the following requirements to access images from a local Harbor repository:
Requirement Description
Hardware Minimum 4 CPU with 8 GB memory and the following disk space:
• 750 GB disk space when you are setting up the Harbor repository for the first time.
• 100 GB approximately when you are synchronizing the container images in BMC DTR
with the Harbor repository for an upgrade.
Software • Docker Engine version 20.10.7

To install Docker Engine, see Install Docker Engine .
• Docker Compose version 1.29.2

To install Docker Compose, see Install Docker Compose .
• OpenSSL latest version

Requirement Description
Harbor installation uses the following ports as the default ports:

Network port
• Port 443 with HTTPS protocol
• Port 4443 with HTTPS protocol
• Port 80 with HTTP protocol
For information about setting up Harbor repository, see Setting up a Harbor repository to synchronize container images.
Browser support
Operating System Browsers
All supported operating systems and platforms Firefox
Chrome
Windows 7 Firefox
Chrome
Windows 8 Firefox
Chrome
Windows 10 Firefox
Chrome
Microsoft Edge
HARMAN Packaged Browser (See notes below)
Macintosh OS X 10.5 Safari 6.3.x
 Important

BMC Software provides Limited Support for Flash-based capabilities in BMC products when used in combination
with the HARMAN browser (Chromium option only). This Limited Support is provided temporarily until Dec 31, 2021, to
cover the time period until customers upgrade to the latest BMC product version that has replaced the Flash-based
capabilities.
Refer to following resources from BMC, Adobe, and Harman for more details:
https://community.bmc.com/s/blog?recordId=aA33n000000CfbKCAS
https://community.bmc.com/s/article/FAQs-Impact-of-Flash-Removal-on-Remedy-Applications
https://www.adobe.com/in/products/flashplayer/enterprise-end-of-life.html
https://services.harman.com/partners/adobe
Namespaces
Review the following requirements for the namespaces in your cluster:
• Namespace to install BMC Helix Platform and EFK for logging.
For information about creating a namespace to install BMC Helix Platform services and EFK, see Installing BMC
Helix Platform services.
• Namespace to install BMC Helix IT Service Management.
Make sure that the namespace name consists of only lowercase alphanumerics and hyphens. Example, 'bmc-itsm'.
 Important
If you are using BMC Helix IT Service Management in Kubernetes version 1.25, make sure that you use
the
baseline pod security standard for the namespace where it is being deployed.
The actual namespace names are specific to your environment.
 Important
To support Elastic deployment, increase the maximum number of memory maps on each worker node
by running following command:
# echo vm.max_map_count=262144 > /etc/sysctl.d/es-custom.conf # sysctl -w vm.max_map_count=262144
For more information, see https://www.elastic.co/guide/en/elasticsearch/reference/current//vm-max-map-

count.html.
Next task Proceed with Downloading the installation files.

Back to process If you are finished understanding the Persistent Volume Claim
requirements, return to the appropriate installation or upgrade process:
• Installing
• Staged upgrade process
Persistent Volume Claim requirements

You can use Kubernetes to manage several types of storage that are used by containers. For BMC Helix, cluster nodes must
have access to block storage that is made available to Kubernetes as a PersistentVolume (PV). Claims of reserved memory
are then allocated to containers as a PersistentVolumeClaim (PVC).
You can configure PersistentVolume and PersistentVolumeClaim in several access modes. The access mode dictates how
many nodes or pods can mount and interact with the volume. The following access modes are available:
• ReadWriteOnce: The volume can be mounted as read-write only by a single node. Multiple pods can use
this volume if they are running on the node.
• ReadWriteOncePod: The volume can be mounted as read-write by more than one node. Only a single Pod
can make use of the volume or claim.
• ReadOnlyMany: The volume can be mounted as read-only by more than one node.
• ReadWriteMany: The volume can be mounted as read-write by more than one node.
BMC Helix makes use of the ReadWriteOnce and ReadWriteMany access modes.
PVC requirements for BMC Helix Platform
Service Storage Read Write type Storage (PVC)
Elastic - events ReadWriteOnce Block storage
Kafka/Zookeeper
Postgres
MinIO

Service Storage Read Write type Storage (PVC)
Redis
VictoriaMetrics
VictoriaMetrics Aggregator
AIOps (ML Model)
Example: Installing VMWare Tanzu
If you are using VMWare Tanzu to manage your Kubernetes cluster, note the following points:
• The VMWare NFS storage class provider does not support the ReadWriteMany mode. Refer to the
following link to know about the NFS storage class provider you can use instead of the out-of-the-box
provider: https://core.vmware.com/blog/using-readwritemany-volumes-tkg-clusters
• The default PVC has root only permissions. Ensure that you are mapping with a user who can read or write
to the default PVC share, or enable no_root_squash option. For information about this, see
https://serverfault.com/questions/1089557/what-does-the-no-all-squash-option-do-in-nfs-exports .
Expand to see the sample installation
[root@control1 nfs-tanzu-rwm-support]# more helm-add-nfs.sh

helm repo add nfs-subdir-external-provisioner https://kubernetes-sigs.github.io/nfs-subdir-
external-provisioner
helm repo update
kubectl create namespace infra
helm install nfs-subdir-external-provisioner --namespace infra nfs-subdir-external-provisioner/nfs-
subdir-external-prov
isioner -f /root/_ade/nfs-tanzu-rwm-support/values.yaml
[root@control1 nfs-tanzu-rwm-support]#
For more information, see https://kubernetes-sigs.github.io/nfs-subdir-external-provisioner .
• Set the cluster role permission. To do this, use the following command:
#echo "Setting cluster role permissions"

#kubectl create clusterrolebinding psp-clusterrolebinding --group=system:authenticated --
clusterrole=psp:vmware-system-privileged

For more information, see

https://docs.vmware.com/en/VMware-vSphere/7.0/vmware-vsphere-with-tanzu/GUID-CD033D1D- BA
D2-41C4-A46F-647A560BAEAB.html
.
Import the certificates for your Harbor repository server. To do this, use the following command:
# Load Certs for harbor

kubectl apply -f $datapath/tkg-certs-for-harbor.yaml
Click to see the sample yaml file
# cat tkg-certs-for-harbor.yaml apiVersion: run.tanzu.vmware.com/v1alpha1 kind: TkgServiceConfiguration

metadata:
name: tkg-service-configuration spec:
defaultCNI: antrea trust:
additionalTrustedCAs:
name: my-harbor-server.example.com
data: LS0tLS1CR…..tCg==
name: my-ca
name: bmc-issuing-ca-phx
name: myharborserver.example.com
name: intermediate cert
name: my ca 2
For more information, see

https://tanzu.vmware.com/content/blog/how-to-set-up-harbor-registry-self-signed-certificates-tanzu-
kubernetes-clusters
.

Installing
BMC Helix IT Service Management deployment permissions

Specific cluster and user permissions are required to install BMC Helix IT Service Management in a containerized
environment.
Be sure that your system meets the requirements before you start the installation.

Component permissions
The following table lists the permissions required to run the deployment pipelines and deployment manager:
Component User permissions Permission type Cluster permissions
BMC Deployment Non-root user with Non-elevated Non-cluster administrator

Engine sudo access permissions
Deployment Manager Non-root user Elevated permissions Cluster administrator
The following infrastructure

services require the elevated
permissions:
• Victoria Metrics requires

a Priority Class
• FluentD requires cluster
role and cluster role
bindings permission
• Persistent Volume creation
Services installation permissions

The following table list the permissions required to install BMC Helix IT Service Management and BMC Helix Platform
services:
Service Permission type Cluster permissions Container permissions
BMC Helix IT Service Management services
All BMC Helix IT Service Non-elevated Non-cluster administrator Non-root user with granular
Management services permissions with granular permissions at permissions defined at the
the namespace level container level
BMC Helix Platform services

BMC Helix AIOps Elevated permissions Non-cluster administrator Non-root user with root group
with granular permissions at permissions for accessing the
the namespace level container file system
BMC Helix Dashboards Elevated permissions Non-cluster administrator Non-root user with root group
BMC Helix ITSM Insights Elevated permissions Non-cluster administrator Non-root user with root group
Log Analytics Elevated permissions Non-cluster administrator Non-root user with root group
BMC Helix Portal Elevated permissions Non-cluster administrator Non-root user with root group
Smart Graph Non-elevated Non-cluster administrator Non-root user with root group
permissions with granular permissions at permissions for accessing the
Infrastructure services
Victoria Metrics Elevated permissions Cluster administrator Non-root user with granular
permissions defined at the
Use the Priority Class container level
PodSecurityPolicy.
All infrastructure services Non-elevated Non-cluster administrator Non-root user with granular
except Victoria Metrics permissions permissions defined at the
container level

Logging and Persistent volumes
PVC Elevated permissions Cluster administrator Non-root user with granular

permissions defined at the
container level
BMC Helix Platform logging Elevated permissions Cluster administrator Non-root user
Use cluster role or cluster

role binding permission.
BMC Helix IT Service Non-elevated Non-cluster administrator Non-root user with granular
Management logging permissions with granular permissions at permissions defined at the
the namespace level container level
Supported languages and locales

Localization is the process of adapting software for a specific region or language by adding locale-specific components
and translating text. BMC Helix IT Service Management and all its components are designed considering localization. It
includes internal support for different character sets and a full suite of features that enable administrators to produce
localized applications.
In addition, support is provided for a locale model in which users can specify their language and formatting preferences to
have the application delivered in the style that is the most useful to them. This model includes delivering to different
users, simultaneously, the same application in multiple languages with different formatting.
 Note
You might want to use a third-party localization tool for translating to the localized versions that BMC does not
support. If you encounter any issues with BMC Remedy while using a third-party localization tool to translate
to the unsupported localized versions, contact BMC Software Customer Support. However, BMC does not
support issues that you might encounter with un-translated text. For example, if you used a third-party
localization tool to translate to Canadian French (fr_CA), and you encounter a UI element in English, BMC does
not support the translation of the UI element to Canadian French. However, if BMC Atrium Core were to not
function properly, you can contact BMC Software Customer Support to resolve the issue.
Supported localized versions

BMC Helix ITSM Suite supports the following localized versions:

Language Country Locale ID
English United States of America en_US
French France fr_FR
German Germany de_DE
Italian Italy it_IT
Japanese Japan ja_JP
Korean Korea ko_KR
Simplified Chinese China zh_CN
Russian Russia ru_RU
Spanish Spain es_ES
Portuguese Brazil pt_BR
Supported character encodings

• Western Europe — Danish, Dutch, English, Finnish, French, German, Icelandic, Italian, Norwegian, Portuguese,
Spanish, and Swedish (Windows-1252)
• Central Europe — Albanian, Croatian, Czech, Hungarian, Polish, Romanian, Serbian, Slovak, and Slovenian
(Windows-1250)
• Cyrillic — Eastern European (Russian, Ukrainian, Belarusian, Bulgarian, Serbian, and Macedonian), Mongolian, and
some Central Asian (Kazakh, Kyrgyz, Tatar, Uzbek [HTMLUATarsPlanAndInstallFinal2:Windows-1251])
• Baltic — Estonian, Latvian, and Lithuanian (Windows-1257)
• Traditional Chinese (Big5)
• Simplified Chinese (GB2312)
• Japanese (Shift-JIS and EUC-JP)
• Korean (EUC-KR)
• Thai (Windows-874) — Windows only

• Unicode (UTF-8)
• Unicode (UTF-16)
Unicode is a superset of the other character sets supported by BMC Helix IT Service Management.
 Note
On Japanese operating systems, BMC Helix Innovation Suite supports JIS X 0201-1976 and JIS X
0208-1978 Shift-JIS character sets. However, because of a non-BMC Remedy limitation, some Japanese
characters are not supported in browsers. (See http://www.w3.org/TR/japanese-xml/ #ambiguity_of_yen for co
nversion issues from Shift-JIS to Unicode.)
For Kanji, JIS Level 1 and Level 2 are supported.
Gaiji (extended characters) is not supported. However, if Gaiji is used, data can be displayed incorrectly or
be corrupted.
On Japanese UNIX servers, Remedy AR System supports only the EUC character set.
Supported locales for BMC Helix ITSM: Smart Reporting

Smart Reporting supports the locales provided with BMC Helix Innovation Suite, except Russian (RU) and Korean (KO).
Smart Reporting does not provide support for other locales. The following languages are supported:
Language Country Locale ID
English United States of America en_US
French France fr_FR
German Germany de_DE
Italian Italy it_IT
Japanese Japan ja_JP
Simplified Chinese China zh_CN
Spanish Spain es_ES
Portuguese Brazil pt_BR

Localized forms
The language version of the forms and data installed with the BMC Helix Innovation Suite is relative to the language
selected for the installation.
With BMC Helix Innovation Suite, the following forms are localized in French, German, Italian, Spanish, Russian, Japanese,
Korean, Brazilian Portuguese, and Simplified Chinese:
• Alert Events
• Alert List
• AP: Rejection Justification
• AP:AdhocDialog
• AP:Admin-DeleteVerify
• AP:Alternate
• AP:Dtl-Sig-MoreInfoDialog
• AP:More Information
• AP:Password
• AP:Reassign
• AP:Show-Detail
• AP:ShowDetail-DeleteVerify
• Approval Central
• AR System Customizable Home Page
• AR System Report Console
• AR System Report Designer
• AR System User Central File
• AR System User Preference
• ARC:ConfirmDialog
• Business Segment-Entity Association
• Business Time Holidays
• Business Time Segment
• Business Time Shared Entity
• Business Time Shared Entity-Entity Association_Join_Join
• Business Time Workdays
• Group
• Home Page
• MFS:MultiFormSearch
• RD:Save As
• Report
• ReportCreator
• ReportSelection
• ReportType
• SHARE:Application_Interface

• SHARE:Application_Properties
• User
• User Password Change
• User Password Change Redirector
• User Password Management Configuration
If you deploy the BMC Helix Innovation Suite on an operating system set up for French, German, Italian, or Spanish, the
listed forms contain views in these languages as well as English. For example, if you deploy the BMC Helix Innovation
Suite on an Italian operating system, these forms contain views in English, French, German, Italian, and Spanish. The data
installed is the Italian data (if you chose that language's pack). All other language versions are also installed on your local
drive and can be imported using Developer Studio and Remedy Data Import.
If you install the BMC Helix Innovation Suite on a Japanese operating system, the listed forms contain views in English
and in Japanese. The data installed by default is in Japanese. Only English and Japanese definitions and data are installed
on your local drive and can be imported using Developer Studio and Remedy Data Import.
Data language and display language

If all the users work and communicate using a single language, the data language and display language that they use
are the same. However, if you have users in different locations using the same server (for example, users in England,
France, and Germany), you must pick a common data language in which the users will enter and search for data.
You can choose only one data language for each application installation, and you select this language during
application installation. This requirement guarantees that users in France can find requests created in Germany or
England because they are working with data in their common language.
License entitlements
Review the standard license entitlements for the BMC Helix IT Service
Management offering. License entitlements included in a specific product or a user Related topics
license that you purchased can depend on factors such as BMC product version or
licensing model. Licensing terms and conditions are defined in the governing
master agreement and take precedence over any published description from this Obtaining license keys
site.
Entitlements are subject to change. Activating application
licenses
BMC provides information about license entitlements when you download the product on the Electronic Products
Distribution (EPD) website. From the EPD page, select and download the license information file. Access to the EPD
website requires that you provide your BMC Support credentials. You might also be prompted to complete the Export
Compliance form.
The following table provides links to the page in the EPD website that contains the license information for this product:

Link to license information Description of content
BMC Helix Innovation Suite OnPrem For BMC Helix Innovation Suite version 21.05 or later, a product
license key is only required for
the Innovation Suite instance. A valid user license from BMC is still
required to be purchased for all
users on a production instance, but a license key is not required

for anything other than Innovation
Suite instance. You are licensed to use only the capacity of users
that you have purchased pursuant
to your license agreement and applicable order.
The information documented in EPD reflects the standard terms and conditions. Additional terms and conditions may
be found in your BMC contract and in the End User License Agreement (EULA). Contractual agreements generally
supersede standard terms and conditions.
Differences in behavior of applications when using PostgreSQL and other

databases
When you move the database engine from Microsoft SQL Server to PostgreSQL
Related topics
database, you might observe some changes in the behavior of your applications,
primarily due to DB collation differences.
Planning

The following table describes some of the known changes in behavior in BMC Helix IT Service Management
applications due to the change in the database engine layer:
Case Using PostgreSQL Using Microsoft SQL Server Limitation Resolution /

/ customer Workaround
experience
after
upgrading
from
version
earlier
than 21.x
to version
to 21.x and
later
Sorting data containing special characters in ticket summary

If the data being In PostgreSQL with In Microsoft SQL Server The data If data sorting is not
sorted contains default settings, with default settings, can be acceptable for
special characters, sorting on the sorting on the Summary sorted business reasons, use
such as hyphens, Summary field in field in Ascending order differently one of the following
brackets, and so on, Ascending order sorts sorts and displays the data on the UI options to resolve the
such data is sorted and displays the data as follows: or issue:
differently in as follows: workflow
different databases. after • Fix the form
upgrading properties or
For example, Summary to version workflow that
the ticket Summary 21.x and might be
summary later. impacted because
contains the [QA] email issues of a change in the
following data: Laptop issues sorting behavior.
• Identify specific
Laptop issues form fields and
Summary [QA] email issues raise a request
with Support team
QA environment to change
Laptop issues QA environment upgrade collation at the
upgrade database column
level.
[QA] email
issues
QA environment
upgrade
Accent sensitive searches

Search results PostgreSQL database Microsoft SQL Server Accent If it is important to

based on accented does not support supports accent insensitive sensitive treat accented strings
characters works accent insensitive collation in searches. searches in the same manner as
differently in collation searches. will not non-accented strings
Microsoft SQL Hence, similar sounding produce in searches, enable
Server and Hence, similar words, such as “èvan” and expected FTS indexes on those
PostgreSQL. sounding words, “evan” are treated as the results as fields. FTS indexes
such as “èvan” and same string. explained have a configuration
If searches use “evan” are in the to enable accent
qualifications considered as PostgreSQL insensitive searches.
(WHERE clause in different strings. example.
database) that
rely on accent Best practice: We
characters, the recommend you to use
search results FTS indexes so that
might be different accent insensitive
in Microsoft SQL setting of databases
and PostgreSQL. are not used.
Handling ASCII NUL characters
You run a UDM job ASCII NUL characters Microsoft SQL Server and Such character cannot
to sync LDAP user are represented as \o. other databases allow null ASCII NULL be loaded in the target
data into Helix PostgreSQL does not byte ('\0') in a string on characters PostgreSQL database,
system. One of the allow null byte ('\0') in char/text/varchar fields. will not so modify the calling
fields in LDAP user a string on char/text/ get loaded program/workflow to
records is binary, varchar fields. If you from stop sending this
which contains an try to store a string external character.
ASCII NUL containing null data entry.
character. This bytes, you receive an
LDAP binary field is error. Any
mapped to one of existing If there was ASCII
the character data NULL character
fields on the containing pre- upgrade, fix it
CTM:LoadPeople such in source to
form. characters remove it and then
will be lost perform migration.
during
migration.
Attachment size difference

When you are In a PostgreSQL In a Microsoft SQL Attachment Do not upload

uploading files to database, the limit for Server database, the limit s or data attachments that are
the attachment storage in a row is 1 for storage of files is 2 GB. with larger than 1 GB.
fields in a server, GB. Typically, the file cumulative
maximum file size size should be less size of 1 GB BMC will provide a list
limit is different than 1 GB. will not be of entries that might
for files for accepted in contain attachments
Microsoft SQL the system. that are larger than 1
Server and GB. You must
PostgreSQL Attachment download such
databases. s that are attachments from the
larger than source system prior to
1 GB at migration and upload
source them elsewhere, such
before as internal FTP site or
migration OneDrive, and provide
will be lost links in the ticket for
in end users.
migration.
Search for backslash (\) character
Searching for If the data contains If the data contains single If there are Fix the custom
backslash (\) single backslash backslash character, for custom workflows to make use
character in character for example. example, (onbmc\user) workflows of the correct
Microsoft SQL (onbmc\user) and it and it needs to be used in that use qualification based on
Server does not needs to be used in the WHERE clause of a direct SQL database type. Use
return correct WHERE clause of a query, it can be used as it is and make $DATABASE$ keyword
results unless it is query, it has to be in MS SQL. use of the in the workflow
escaped, because \ escaped in backslash qualification to ensure
is a default escape PostgreSQL. Example: character, it foolproof behavior
character in will not that is independent of
PostgreSQL. Example: SELECT name FROM table return the the database.
WHERE login = ‘onbmc\ expected
SELECT name FROM user’ will return the results
table WHERE login = result as expected. after
‘onbmc\\user’ will migration.
return the result as
expected.
Search menus that check for an empty string

Search menus that The PostgreSQL The Microsoft SQL Search For any custom search
check for an empty database requires the Server database menu menus, use single
string "" do not empty string search to allows results spaces in the
work. be defined in the either an empty string "" or display an qualifications instead
query as a single a single space " " incorrect of empty strings.
Example: space. number of
(('Company' = menu
$1000000001$) OR Example: entries.
($1000000001$ =
"")) (('Company' =
$1000000001$) OR
($1000000001$ = " "))
Creating or modifying data on a View form fails in PostgreSQL

Creating or modifying data on a View form fails if you use a View form that fetches data from a Database View. This issue
occurs in PostgreSQL database when the Database view is not automatically updatable. See the information on Updatable
Views in the PostgreSQL online documentation. .
The following table describes the differences in behavior of BMC Helix IT Service Management applications when using
PostgreSQL and SQL Server, the limitations, and the workaround:
Using PostgreSQL Using Microsoft SQL Limitation or customer Resolution/Workaround

Server experience after
upgrading to version 21.x
and later
Most Database views are Many views may be Direct SQLs from Change the logic in the
not updatable by default. updatable by default workflows that were workflow to use better
Views with joins or those because SQL Server directly updating the constructs, such as Set Field
using aggregate functions Database Engine database views might or Push Field action,
are not updatable in automatically finds and fail due to the PostgreSQL wherever possible.
PostgreSQL. maps the update to limitation. If Direct SQL is the only
underlying tables. option, change the SQL to
make sure it works for all
supported database types.
For example, use a T table or
simple view updates instead
of join view updates.
Any use of direct SQL in a
workflow must be compliant
with all supported database
types so that any change in
the database does not affect
the workflow.

 Best practice to improve overall DB performance

During the migration from Microsoft SQL Server to PostgreSQL, the index definitions in the BMC Helix
Innovation Suite and applications that performed well with the same volume of data are not utilized by the
query optimizer in PostgreSQL. To address this issue, for any custom index or integrations, you must create new
index definitions during the UAT or go-live activities. However, out-of-the-box applications and their index
definitions will perform correctly.
 Best practice for creating or updating workflows, and indexes

We recommend the following best practices while working with databases:
AR Administrators who create and update workflows must use ANSI SQL in Direct SQL actions.
For database specific SQLs, make sure that the workflow checks for $DATABASE$ keyword value and write the
workflow accordingly so that it works for all databases.
While creating any indexes on forms, use generic rules that work with all database types, such as limit the
number of fields, total length of the index, and so on. Not implementing these rules might result in indexes not
being created and performance might not be as expected.

Installing
BMC provides Jenkins pipelines to install BMC Helix IT Service Management on
Related topics
your on-premises systems. To get started with the installation, you must
understand the end-to-end process for implementing BMC Helix IT Service
Management on your system. To set up your system, you must meet the system
requirements, download the installation files, perform the installation, complete BMC Helix IT Service
the system configurations, and then make the system available to the users. Management deployment
architecture
Sizing and scalability

considerations
BMC Helix IT Service Management installation process

A typical installation of BMC Helix IT Service Management requires three namespaces as shown in the following image:
 Important
bmc-helix-platform and bmc-helix-innovation-suite-poc are example namespace names. The actual
namespace names are specific to your environment.
For more information about the namespaces, see System requirements.
The following image provides an overview of BMC Helix IT Service Management installation process for the on-premises
system:

The following table provides the steps to install BMC Helix IT Service Management and set up your on-premises system:
Tas Action Reference

k
1 Plan the installation
Review system requirements for BMC Helix IT Service System requirements

Management installation.
Make sure that you install the pre-requisite software

such as Kubernetes, Docker, Helm, and Jenkins, and
meets the hardware and software requirements.

2 Prepare for installation
a Download the installation files and container images Downloading the installation files
access key from Electronic Product Download (EPD).
b Create your Harbor repository and synchronize the Setting up a Harbor repository to synchronize
repository with BMC Docker Trusted Registry (DTR). container images
c Prepare the database that you want to use. Setting up a Microsoft SQL Server database
d Set up the BMC Deployment Engine to call the Setting up BMC Deployment Engine
relevant pipelines that deploy the platform and
applications.
e Deploy BMC Helix Platform services and set up the Installing BMC Helix Platform services
installation environment to make it installation ready.
Setting up the installation environment
Important: Deploy BMC Helix Platform services in the
BMC Helix Platform namespace.
3 Perform BMC Helix IT Service Management installation
In the BMC Helix Innovation Suite namespace, install Performing the installation
the platform and applications.
4 Perform BMC Helix IT Service Management post-installation tasks
a Obtain license keys for the platform and applications Obtaining license keys
that you want to use.
b Apply license keys for the platform and applications Activating application licenses
that you want to use.

c Perform the post-installation configurations. Performing the postinstallation configurations
5 Perform basic configurations
Perform basic configurations such as configure set up Onboarding and implementing

users, and provide user permissions.

Prepare for the BMC Helix IT Service Management installation by performing the tasks in the order listed.
T Action Reference
a
s
k
1 Download the artifacts required to perform the installation Downloading the installation files
from the BMC Electronic Product Distribution (EPD) site.
2 Set up your Harbor repository to access the container images Setting up a Harbor repository to synchronize
and synchronize the repository with BMC Docker Trusted container images
Registry.
3 Prepare your database for the installation. Preparing to install on a Unicode database
Setting up a Microsoft SQL Server database
4 Set up the BMC Deployment Engine to call the Setting up BMC Deployment Engine
relevant pipelines that deploy your applications.

T Action Reference
a
s
k
5 (Optional) Set up the deployment parameters in the input Setting up the deployment input configuration file
configuration file.
6 Install BMC Helix Platform services to use the services Installing BMC Helix Platform services
provided by the platform.
7 Set up your environment to make it installation ready. Setting up the installation environment
Downloading the installation files

You obtain the BMC Helix IT Service Management installation files by downloading
Related topic
them from the BMC Electronic Product Distribution (EPD) website.
Download the following installation artifacts:

• Git repositories and artifacts that are used for BMC Helix IT
Service Management installation
• Deployment manager that is used for BMC Helix Platform services installation System requirements
• Database dump files Performing the installation
• BMC Helix Container Access Key that is used to access the container Setting up a PostgreSQL
images hosted on BMC Docker Trusted Registry (DTR) containers.bmc.com database
Components deployed through the container images

The following table lists the BMC Helix IT Service Management platform components and applications deployed through
the container images:

Container image Components deployed through the container image
Platform • BMC Helix Innovation Suite:

• Email Engine
• Approval server
• Assignment Engine
• Flashboards
• Full Text Search (FTS)
• AR External Authentication (AREA) LDAP
• AR System Database Connectivity
(ARDBC) LDAP
• Web Services
• Simple Network Management Protocol (SNMP)
• BMC Helix Single Sign-On integration
• BMC Helix CMDB
• Reconciliation Engine
• Normalization Engine
• BMC Atrium Integrator (AI)
• BMC Atrium Integrator server
• Process Designer
• Innovation Suite server
Mid Tier Mid Tier components:
• Mid Tier
• Apache Tomcat JSP engine
• ARWebReportViewer application
BMC Helix ITSM • BMC Helix ITSM Suite:
• BMC Helix ITSM: Service Desk

• BMC Helix ITSM: Change Management
• BMC Helix ITSM: Asset Management
• BMC Helix ITSM: Knowledge Management
BMC Service Request Management BMC Service Request Management

Container image Components deployed through the container image
BMC Service Level Management BMC Service Level Management
BMC Helix ITSM: Smart IT BMC Helix ITSM: Smart IT
BMC Helix ITSM: Smart Reporting BMC Helix ITSM: Smart Reporting
Openfire Openfire
CMDB web services • CMDB Web Services

• CMDB Web Registry
BMC Live Chat BMC Live Chat
BMC Digital Workplace Catalog BMC Digital Workplace Catalog
BMC Digital Workplace BMC Digital Workplace
BMC Helix Business Workflows BMC Helix Business Workflows
BMC Helix Multi-Cloud Broker BMC Helix Multi-Cloud Broker
BMC Helix ITSM Insights BMC Helix ITSM Insights
BMC Helix Customer Service Management BMC Helix Customer Service Management
BMC Helix Portfolio Management BMC Helix Portfolio Management
 Important
BMC Helix IT Service Management installation does not support installation of BMC Helix Virtual Agent and
BMC Helix Integration Service.

Before you begin

• Make sure that your system meets the system requirements.
• Ensure that you can log on to EPD by using your Support user ID and password. You might also be prompted to
complete the Export Compliance Form. If you are accessing this site for the first time, create a new EPD profile to
specify the languages and platforms that you want to download. For assistance with EPD, see EPD site help .
Installation files
Select the EPD link to download the product installation files.
EPD link to installer Description of content
BMC Helix Innovation Suite OnPrem The link downloads the following products and components:
• BMC Helix IT Service Management

• BMC Helix Platform services
To download the Git repositories and container access key

1. Log in to EPD .
You must log in with your BMC Support ID.
2. Select Product Downloads > Product Download Tool.
3. On the All Products tab, in the search box, search for the BMC Helix Innovation Suite OnPrem product.
4. Click the 22.1.06 product version.
 Important
Disable the pop up blocker. If the pop up blocker is enabled, it may block the downloading of
files.
5. In the BMC Helix Innovation Suite OnPrem page, on the Product tab, select BMC Helix Container Access Key,
and click Download.

The container-token.bmc file is downloaded. The file contains the BMC Docker Trusted Registry
(containers.bmc.com) token. This token is required as a password to pull images from containers.bmc.com during
setting up a Harbor registry or when performing the installation.
6. In the BMC Helix Innovation Suite OnPrem page, on the Product tab, select BMC Helix Innovation Suite &
Service Management Apps Version 22.1.06, and click Download.
The BMC_Helix_Innovation_Suite_And_Service_Management_Apps_Version_22.1.06.zip file contains

the following files:
• BMC_Remedy_Deployment_Manager_Configuration_Release_22.1.06.zip—This file contains
the installation artifacts.
• BMC_Remedy_Deployment_Engine_Setup_22.1.06.zip—This file contains BMC Deployment Engine set
up files.

• dtr_pull_push.sh and push_to_custom_repo.sh—These files contain the scripts to synchronize your

Harbor repository with BMC Helix Innovation Suite and BMC Helix Platform services container images in
BMC DTR.
7. In the BMC Helix Innovation Suite OnPrem page, on the Product tab, select BMC Helix Platform Services
for Service Management Version 23.2.02, and click Download.
The BMC_Helix_Platform_Services_for_Service_Management_Version_23.1.02.zip file contains the deployment

manager helix-on-prem-deployment-manager-23.2.02.sh
8. Download the database dump files based on the database type you want to use.
• To use a Microsoft SQL Server database, in the BMC Helix Innovation Suite OnPrem page, on
the Product tab, select BMC Helix Service Management MSSQL DB Dump Version 22.1.06,
and click Download.
The MSSQL_221006_DBDUMP.zip file that contains the Microsoft SQL Server database dump files is
downloaded.

• To use an Oracle database, in the BMC Helix Innovation Suite OnPrem page, on the Product tab, select
BMC Helix Service Management Oracle DB Dump Version 22.1.06, and click Download.
The ORACLE_221006_DBDUMP.zip file that contains the Oracle database dump files is downloaded.
• To use a PostgreSQL database, in the BMC Helix Innovation Suite OnPrem page, on the Product
tab, select BMC Helix Service Management Postgres DB Dump Version 22.1.06, and click
Download.
The POSTGRES_221006_DBDUMP.zip file that contains the PostgreSQL database dump files is downloaded.
 Important
You do not need to download and restore database dump files while setting up a PostgreSQL
database. The BMC Helix IT Service Management installation pipeline automatically restores a
backup for a PostgreSQL database. You can download the database dump files and use for
manual restore in case of any failures with the automated restore.

9. In the BMC Helix Innovation Suite OnPrem page, on the Product tab, select AR System Clients: Developer
Studio, Data Import Version 22.1.06 - Windows, and click Download.
The ARSuiteKitDeveloperWindows22.1.06.zip file that contains the AR System clients installer is downloaded.
Next task Proceed with Setting up a Harbor repository to synchronize container

images
Back to process If you are finished setting up a Harbor repository, return to the appropriate
installation, update, or upgrade process:
• Installing
• Upgrading BMC Helix IT Service Management to 22.1.06
Accessing container images

The BMC Helix Innovation Suite and applications container images are hosted on BMC Docker Trusted Registry (DTR).
BMC Docker Trusted Repository is available at https://containers.bmc.com
You can access the container images required to deploy BMC Helix IT Service Management in any of the following ways:

Method Description Reference
Access images directly from Configure the deployment pipeline to access the Learn about the deployment
BMC DTR container images directly from BMC DTR by input configuration file at Setting
using the image access key. This method up the deployment input
requires a direct connection to the internet. configuration file
While performing the BMC Helix IT Service Learn about the installation
Management installation, specify the following pipeline parameters at
parameters so that the deployment pipeline can Performing the installation
access the images directly from BMC DTR.
• To provide the deployment input

configuration file manually, specify
the values for the REGISTRY,
IMAGE_REGISTRY_USERNAME,
IMAGE_REGISTRY_PASSWORD,
and IMAGEPULLSECRETS_NAME
parameters in the deployment input
configuration file.
• To generate the deployment input
configuration file automatically, specify
the values for the REGISTRY_TYPE,
HARBOR_REGISTRY_HOST,
IMAGE_REGISTRY_USERNAME,
IMAGE_REGISTRY_PASSWORD, and
IMAGESECRET_NAME parameter in the
HELIX_ONPREM_DEPLOYMENT Jenkins
pipeline.
Access images from a local Synchronize the container images to a local Setting up a Harbor repository to
repository container repository, such as Harbor synchronize container images
repository, and configure the deployment
pipeline to use the container images from the
local repository. This method allows you to
perform a secure or air-gapped deployment
that does not require a direct connection to
the internet.
Important: BMC certifies the use of the open-

source Harbor repository to synchronize the
container images with BMC DTR. You can
choose any container repository solution that is
compatible with the BMC Helix IT Service
Management deployment. BMC does not
anticipate any issues with alternative
repositories. However, BMC does not provide
support for alternative container repositories.

Method Description Reference
Access images from an air- First, synchronize the container images to a

gapped environment local container repository. Next, synchronize the
images from the local repository to a repository
in an air-gapped environment and then
configure the deployment pipeline to use the
container images from the repository in the air-
gapped environment.
Setting up a Harbor repository to synchronize container images

The container images required to deploy BMC Helix Innovation Suite are hosted on
BMC Docker Trusted Registry (DTR). BMC DTR is available at https:// Related topic
containers.bmc.com
Synchronize the container images in BMC DTR to a local container Harbor repository
and configure the deployment pipeline to use the container images from the local Preparing for installation
repository. This method allows you to perform a secure or air-gapped deployment
that does not require a direct connection to the internet.
 Important
To synchronize the container images with BMC DTR, BMC validates
using the open-source Harbor repository. You can choose any container
repository solution that is compatible with the BMC Helix IT Service
Management deployment. BMC does not anticipate any issues with
alternative repositories. However, BMC does not provide support for
alternative container repositories.
Repository content
The images required for BMC Helix IT Service Management installation are located in the following repositories in BMC
DTR:

BMC Repository Repository content
bmc BMC Helix IT Service Management images.
This repository includes all components of BMC Helix IT Service Management

such as AR System server, BMC Helix Innovation Studio, Mid Tier, BMC Helix
ITSM: Smart IT, BMC Digital Workplace, BMC Digital Workplace Catalog, and
BMC Helix Innovation Suite applications.
bmc/lp00x Support Assistant tool images.
bmc/lp0lz BMC Helix Platform images.

The BMC Helix platform is required for all installations of BMC containerized
software. This repository includes BMC Helix Platform services, data lake,
bmc/lpade BMC Helix Dashboards, AI Service Management, and other essential services.
 Important
Update your firewall policies to enable access to BMC DTR. Use the following fully qualified domain names:
containers.bmc.com
containers-glb.bmc.com
containers-irl.bmc.com
containers-msr-irl.bmc.com
Process to access container images from a local Harbor repository

Set up a Harbor repository and synchronize your Harbor repository with BMC DTR by using the access key. The following
images shows the actions to synchronize your Harbor repository with BMC DTR.
Before you begin

• Download the following files:

• 22106_ITSM_Platform_Images.txt
• 22106_ITSM_Smartapps_Images.txt
• 22106_ITSM_Pipeline_Images.txt
• 23202_Helix_Platform_Images.txt
• 22106_Support_Assistant_Tool_Images.txt
• To perform fresh installation of BMC Helix ITSM: Smart Reporting, download
the 210503009_ITSM_SmartReporting_Images.txt file.
• To perform update of BMC Helix ITSM: Smart Reporting, download the
210503009_ITSM_SmartReporting_Images.txt and 21303006_ITSM_SmartReporting_Images.txt
files.
These files contain the list of images that are synchronized from BMC DTR. You can use these files to verify your
Harbor repository after you synchronize it with BMC DTR.
• Make sure that you have downloaded the key to access the container images, dtr_pull_push.sh, and
push_to_custom_repo.sh files from the BMC Electronic Product Distribution (EPD) site.
• Make sure that you meet the Harbor repository requirements.
Task 1: To create a Harbor registry

1. In your local system, download Harbor by using the following command:
wget https://github.com/goharbor/harbor/releases/download/v2.1.4/harbor-offline-installer-v2.1.4.tgz
2. Unzip the TAR file by using the following command:
tar xvzf harbor-offline-installer*.tgz
3. Navigate to the harbor directory by using the following command:
cd harbor
4. Copy the configuration template by using the following command:
cp harbor.yml.tmpl harbor.yml
5. Edit the harbor.yml file and add the values for the following parameters:
 Best practice
We recommend that you use the HTTPS configuration and install Harbor by using self signed
certificates. See Configure HTTPS Access to Harbor.
SSL
Parameter Description
hostname Name of the host where you want to install Harbor.

harbor_admin_password Password for the admin username.
In the harbor.yml file, uncomment the https related config section, and add the values for parameters such as
port, certificate, and private_key.
For example:
# https related config

https:
# https port for harbor, default is 443
port: 443
# The path of cert and key files for nginx
certificate: /data/cert/dsmlab.bmc.com.crt
private_key: /data/cert/dsmlab.bmc.com.key
6. Run the following command:
sudo ./install.sh
7. Verify that you can access the Harbor registry by using the admin username and password to log in.
Task 2: To configure a Harbor registry endpoint

1. In the Harbor admin UI, navigate to the Administration menu, and click Registries.
2. Click NEW ENDPOINT, and specify the following field values:
• Provider—Docker Registry
• Endpoint URL—https://containers.bmc.com
• Access ID—Support user ID that you use to log in to EPD.
• Access Secret—Container image access key specified in the container-token.bmc file that you
downloaded from EPD.

The following image shows an example configuration:
3. To verify the connection, click TEST CONNECTION.

4. Click OK.
The configuration is saved and the configuration status is displayed as Healthy as shown in the following image:
Use this configuration in a replication rule to synchronize your local Harbor repository and BMC DTR.
5. Navigate to the Administration menu, and click Projects.
6. Create a new project and specify the project name as
bmc. This project is used to synchronize the container
images.
Task 3: To synchronize a Harbor repository with BMC DTR

You must synchronize your Harbor repository with BMC Helix Innovation Suite and BMC Helix Platform services container
images in BMC DTR.
1. Log in to a Linux system.

2. Copy the 22106_ITSM_Platform_Images.txt,
22106_ITSM_Smartapps_Images.txt, 22106_ITSM_Pipeline_Images.txt,
23202_Helix_Platform_Images.txt, and
22106_Support_Assistant_Tool_Images.txt files to the system.
3. Create a new file named all_images.txt.
4. Synchronize the BMC Helix IT Service Management platform container images:
a. Copy the 22106_ITSM_Platform_Images.txt to the all_images.txt file.
b. Open the push_to_custom_repo.sh file and update the following parameter values:

SOURCE_REGISTRY_HO Specify the value as containers.bmc.com

ST
SOURCE_REGISTRY_USE Support user ID that you use to login to EPD.

R
SOURCE_REGISTRY_PAS The container image access key specified in the container-token.bmc file
SWORD that you downloaded from EPD.
IMAGE_REGISTRY_HOS Host name of your local registry.

T
IMAGE_REGISTRY_USER Specify the user name to log in to your local registry.

NAME
IMAGE_REGISTRY_PASS Specify the password to log in to your local registry.

WORD
IMAGE_REGISTRY_PROJ Specify the value as bmc

ECT
c. Run the push_to_custom_repo.sh file by using the following command:
 Important
Before you run the push_to_custom_repo.sh file, make sure that you have installed the
Docker Engine. For more information, see Harbor repository requirements.
./push_to_custom_repo.sh
5. Synchronize the smart application, pipeline, BMC Helix Platform services, and Support Assistant tool
container images by performing the following steps:
a. Copy the file to the all_images.txt file.
b. Run the push_to_custom_repo.sh file by using the following command:
./push_to_custom_repo.sh

To access images from an air-gapped environment

The following image describes the process to access the BMC Helix Innovation Suite platform and application container
images from an air-gapped environment:
Perform the following steps to access images from an air-gapped environment:
1. Create and configure a local Harbor registry in your network.

2. Create and configure a Harbor registry in a demilitarized zone (DMZ).
3. Set up a proxy to enable communication between the local Harbor registry in your network and the Harbor
registry in a DMZ.
4. Synchronize your local Harbor repository in your network with BMC DTR.
5. Synchronize your Harbor repository in a DMZ with your local Harbor repository in your network.
Perform the steps in To synchronize a Harbor repository with BMC DTR by modifying the following
fields:
• Source registry—Name of the DMZ Harbor registry that you configured to synchronize with your local
Harbor repository.
• Source resource filter: Name—Path of the image in your local Harbor repository that you want to
synchronize to your DMZ Harbor repository.
Next task Proceed with preparing a database based on the database that you want
to use:
• Setting up a Microsoft SQL Server database

• Setting up an Oracle database
• Setting up a PostgreSQL database
Back to process If you are finished preparing the database, return to the appropriate
installation, update, or upgrade process:
• Installing

Preparing to install on a Unicode database

BMC supports BMC Helix IT Service Management deployment only with Unicode and case insensitive databases. Before
you install BMC Helix IT Service Management, make sure that your database is configured to use Unicode.
Before you begin

Each database client library has special mechanisms for specifying the codeset in which database clients attempt to
communicate with the AR System server. If these mechanisms specify a codeset that is inconsistent with the codeset that
the AR System server and upgrade programs require, errors and data corruption can occur. The following procedure can
help you avoid this problem.
To prepare your host computer for a Unicode BMC Helix IT Service Management installation or upgrade
• (For Linux) Set the LANG environment variable for the locale you want to use:
• Make sure that you have installed the UTF-8 locales in which you plan to run AR System programs.
• Make sure that you use the correct spelling and capitalization for your particular system.
To find the locales that correspond to the language you want to use, use the locale -a command. Refer to
your UNIX system documentation for information about locale settings.
• To set the locale of the installation, the server installation script uses the locale of the shell from where it is
run.
• During installation, the arsystem script is set up with the correct values for the LANG variable. The
arsystem script launches armonitor, which launches the programs mentioned in the armonitor.conf file;
each of these programs inherit the environment variables established in the arsystem script.
• (For Windows) If you are installing an Oracle Unicode database on a Microsoft Windows operating system, set
the value of the NLS_LANG in environment variables.
To update environment variables

1. Go to Start > My Computer/Computer.
2. Right-click anywhere on the My Computer window and select Properties > Advanced
system settings > Environment variables.
3. Under System variables, click New and enter the values for the following variables:
a. Variable name (NLS_LANG)
b. Variable value (<LANGUAGE>_<TERRITORY>.<NLS_CHARACTERSET>)
4. Reboot the machine after creating the environment variable.
Oracle defines the NLS_LANG value as LANGUAGE_TERRITORY.CHARACTERSET, for example,

AMERICAN_AMERICA.AL32UTF8.
The CHARACTERSET value AL32UTF8 tells the Oracle client library to send and receive character data as UTF-8. (Do
not use the CHARACTERSET value UTF8, which is obsolete.)
a. Verify that the NLS_LANG environment variable is set correctly.
b. Set the NLS_LENGTH_SEMANTICS=BYTE initialization parameter on the Oracle database instance.
Although the AR System server enables you to request that character fields be measured in characters, the
server still communicates with the database in bytes.
For more information, see Oracle Metalink Note 144808.1, "Examples and limits of BYTE and CHAR
semantics usage."

 Warning
AR System does not support the CHAR setting. If your database administrator changes the
NLS_LENGTH_SEMANTICS value from BYTE to CHAR when reconfiguring
NLS_INSTANCE_PARAMETERS , the data in the AR System server gets
corrupted. The NLS_LENGTH_SEMANTICS parameter must be set to BYTE in
NLS_INSTANCE_PARAMETERS when the Oracle database server is started
To upgrade a server with a Unicode database

1. Back up the database components, objects, forms, and data.
2. (On Windows systems) Perform the upgrade in the same locale in which you installed the original AR
System Server.
For example, if the original server has a Japanese locale, perform the upgrade in the same Japanese locale.
(On Linux systems) Perform the upgrade in the Unicode version of the locale in which you ran the original AR
System Server.
For example, if the server has the ja_JP.eucJP locale, perform the upgrade in the ja_JP.UTF-8 locale. Locale names
vary across UNIX variants and versions.
Setting up a Microsoft SQL Server database

To use a Microsoft SQL Server database, you must configure the database before
Related topics
you install BMC Helix IT Service Management. BMC supports the following versions
of Microsoft SQL Server database for BMC Helix IT Service Management
deployment:
Setting up an Oracle
• Microsoft SQL Server 2016 (SP2) database
Setting up a PostgreSQL
• Microsoft SQL Server 2019 database
Before you begin

Make sure that you have downloaded the MSSQL_221006_DBDUMP.zip file from BMC Electronic Product Distribution
(EPD).
 Important
For Microsoft SQL Server database, you must import the DB dumps before you begin the deployment.
These DB dumps contain schemas related to AR server and Smart Reporting databases.
For information about how to download database dumps from EPD, see Downloading the installation files.
To prepare your Microsoft SQL Server database

1. Install the Microsoft SQL Server database on a remote server that is networked to the computer on which you
plan to install BMC Helix Innovation Suite.
.

 Important
Make sure that your database is configured to use Unicode.
2. Install the SQL Server clients (the drivers).

For remote installations, install on the same computer on which the AR System server in installed.
3. Create an instance of the database.
4. Set your SQL Server connections to allow TCP/IP:
a. Open the SQL Server Configuration Manager.
b. Click Network Configuration for your SQL Server instance.
c. Make sure that TCP/IP is enabled.
d. IP Addresses
e. Restart all SQL Server services to effect this change.
5. Determine the data file and log file sizes for your SQL Server database.
 Important
During the installation, you are required to declare table sizes, which enables you to presize the data
files to improve application performance.
6. Make sure that your database can accept network communication with the parameters entered in the installation.
The AR System server uses JDBC to communicate with the database.
To configure a database that is not configured to extend automatically

1. Set the Action Request (AR) System data file size to at least 2 GB for one BMC Helix IT Service Management
(ITSM) application.
2. Set the log file size to 2 GB or larger.
To configure a Microsoft SQL Server database

1. Unzip the MSSQL_221006_DBDUMP.zip file that you downloaded from EPD.
The ARSystem-221006HF-202306221501.Bak and SmartReporting-210503HF-202305181219.Bak database dump
files are displayed.
2. Download and update the following files:
File Description
Drop_Innovation_Suite_database_and_us Use this file to clean up any existing Action Request System and
ers.sql BMC Helix ITSM: Smart Reporting databases and the ARAdmin
and ReportAdmin users in your environment.

File Description
Innovation_Suite_schema_creation.sql In this file, update the RESTORE DATABASE [ARSystem] and

RESTORE DATABASE [SmartReporting] commands with the
paths where you have downloaded the
ARSystem-221006HF-202306221501.Bak file.
For example, if you have downloaded the
ARSystem-221006HF-202306221501.Bak at C:\BACKUP\ location,
update the RESTORE DATABASE [ARSystem] command as follows:
RESTORE DATABASE [ARSystem] FROM DISK = N'C:\BACKUP\

MSSQL_ARSystem-221006HF-202306221501.Bak'
WITH FILE = 1, MOVE
N'ARSystem_data' TO N'C:\Program Files\Microsoft SQL Server\
MSSQL11.MSSQLSERVER\MSSQL\DATA\ARSys.mdf', MOVE
N'ARSystem_log'
TO N'C:\Program Files\Microsoft SQL Server\
MSSQL11.MSSQLSERVER\MSSQL\DATA\ARSysLog.ldf', NOUNLOAD,
STATS = 5
3. In your database server, copy the Drop_Innovation_Suite_database_and_users.sql, and

Innovation_Suite_schema_creation.sql files to the required location such as C:\BACKUP\.
4. (Optional) Execute the Drop_Innovation_Suite_database_and_users.sql file by using the following command:
sqlcmd -i Drop_Innovation_Suite_database_and_users.sql
5. Execute the Innovation_Suite_schema_creation.sql file by using the following command:
sqlcmd -i Innovation_Suite_schema_creation.sql
Considerations for Microsoft SQL Server 2016 (SP2), 2017, or 2019

If you are using Microsoft SQL Server 2016 (SP2), 2017, or 2019 database you must create synonyms for the
trace_xe_action_map and trace_xe_event_map system procedure before Running the database consistency checker
utility.
To create the synonyms

1. Open SQL Server Management Studio (of relevant version).
2. Open a new query window.
3. Choose the BMC Helix Innovation Suite database.
4. Execute the following SQL statements:
create synonym trace_xe_action_map for sys.trace_xe_action_map;
create synonym trace_xe_event_map for sys.trace_xe_event_map;

Upgrading your Microsoft SQL Server to version 2016 (SP2), 2017, or 2019
To upgrade your Microsoft SQL Server to version 2016 (SP2), 2017, or 2019, consider the following requirements:
• You can upgrade to Microsoft SQL Server 2016 (SP2) from the following versions:
• Microsoft SQL Server 2005 SP4 or later
• Microsoft SQL Server 2008 R2 SP2 or later
• You can upgrade to Microsoft SQL Server 2017 from the following versions:
• You can upgrade to Microsoft SQL Server 2019 from the following versions:
• Microsoft SQL Server 2016 SP2
• Microsoft SQL Server 2017 or later
• As a prerequisite you need .net Framework 3.5 Service Pack 1 or later.
• For more reference information, refer to the following links:
• https://msdn.microsoft.com/en-us/library/bb677622.aspx
• https://msdn.microsoft.com/en-us/library/ms143506.aspx
Configuring Microsoft SQL AlwaysOn solution with AR System
 For implementing Microsoft SQL AlwaysOn with AR System, consult your database
administrator.
You can configure Microsoft SQL AlwaysOn solution with AR System.
BMC has tested the Microsoft SQL AlwaysOn solution where three nodes, each running a single instance of SQL Server,
participate in a single Windows Server Failover Cluster (WSFC) that spans across two data centers. This is a non-shared
solution, and the nodes do not share any storage with another node. Each node runs a single instance of SQL Server and
has its own copy of the data.

 Important
As a client, AR System supports multi-subnet failover. The AR System server can connect to any SQL
AlwaysOn solution that requires a multi-subnet failover.
To configure Microsoft SQL AlwaysOn with AR System during installation

1. During installation, you must select the IS_DATABASE_ALWAYS_ON check box so that the AR System server
can connect to the SQL server Always on solution. Also, for AR System DB host name and for AR System DB
instance name specify the SQL AlwayOn listener details.
2. Complete the BMC Helix IT Service Management installation.
3. Add the AR System database to the Availability databases.
This will create a copy of AR System database in all the instances of AlwaysOn solution.
4. Create an AR System database user on remaining instances (Refer to KB
https://support.microsoft.com/en-us/kb/ 918992).
To configure Microsoft SQL AlwaysOn with AR System manually

1. Update SQL-Server-Always-On parameter to T. Learn about the parameter at Configuration settings S-Z .
2. Update Db-Host-Name parameter with the SQL AlwayOn listener details.

3. Restart theBMC Helix Innovation Suite container.
4. Add the AR System database to the Availability databases. This will create a copy of AR System database in all
the instances of AlwaysOn solution.
5. Create an AR system database user on remaining instances (Refer to KB
https://support.microsoft.com/en-us/kb/ 918992).
Next task Proceed with Setting up BMC Deployment Engine
Back to process If you are finished setting up BMC Deployment Engine, return to the
appropriate installation or upgrade process:
• Installing

To use an Oracle database, you must configure the database before you install BMC
Helix IT Service Management. Typically, Oracle database administrators create Related topic
instances, directories, and groups, and they install the Oracle database and Oracle
client before proceeding with the BMC Helix IT Service Management installation.

BMC Helix IT Service Management installation supports a case insensitive Oracle

database. Setting up a Microsoft SQL Server
database
Before you begin

Make sure that you have downloaded the ORACLE_221006_DBDUMP.zip file from BMC Electronic Product Distribution
(EPD).
 Important
For Oracle database, you must import the DB dumps before you begin the
deployment. These DB dumps contain schemas related to AR server and Smart
Reporting databases.
For information about how to download database dumps from EPD, see Downloading the installation files.
To prepare your Oracle database

1. As a database administrator, install at least one instance of the Oracle database.
You can install it on a remote server that is accessible to sever where you want to install AR System.
 Important
Make sure that you install the Oracle 19.16 version and the database is configured to use Unicode.
2. Enable TCP/IP for the database.

3. Confirm connection to your Oracle database.
Contact your database administrator for more information.
4. Set the AR System data file size to at least 2 GB.
 Important
For each additional product, add at least 2 GB to the data file size.
5. Ensure that the database parameters listed in the following table are specified.
 Important
The following settings and size estimates must be used as a starting point. You should conduct
benchmarks in your environment because sizing will vary depending on your workload mix, data
volumes, and data composition.

Parameter Suggested value
cursor_space_for_time False
db_block_checking False
db_file_multiblock_read_count 0 (or do not set)
LOG_BUFFER 10485760
OPEN_CURSORS 500
optimizer_dynamic_sampling 2
session_cached_cursors 100
statistics_level Typical
timed_statistics True
UNDO_RETENTION 14400
workarea_size_policy auto
REDO log files Three (at least 1 GB each)
NLS_LENGTH_SEMANTICS BYTE
NLS_CHARACTERSET AL32UTF8
6. To prevent AR System from reaching the size limit of the database, set your tablespaces with the AUTOEXTEND
parameter to ON, by executing the following SQL statement as the system user:

ALTER DATABASE DATAFILE '<OracleHome>/DATABASE/ARSYS' AUTOEXTEND ON NEXT 100M MAXSIZE UNLIMITED;
7. Set the tablespace and temporary tablespace to at least the following minimum settings:
Parameter Suggested value
arsys 2000 MB
artmpf 500 MB
The tablespace names might be different for your environment.

8. To avoid timeout errors during installation, set the System Global Area (SGA) minimum size to at least 1 GB
(small database), 3 GB (medium database), or 6 GB (large database). For Oracle 11g, set the maximum SGA size
and enable the database to automatically manage the internal memory structures of the SGA. For example, to
change the SGA size to 1 GB, use the alter system set sga_target=1G scope=both command.
9. Verify or set the following environment variables:
Environment variable Description
NLS_LANG (Windows) Set NLS_LANG as a system environment variable value as per your
database character set . For information about NLS_LANG and its
usage, see the following notes from Oracle: 144808.1, 227330.1,
260192.1.
LANG (UNIX) Specifies globalization settings.
ORACLE_SID Set the length of this variable to 8c.
10. Ensure that the Oracle listener is running and is configured correctly for the database.
11. Set the value of the Oracle CLOB option to inrow.
Learn about at Oracle CLOB at Evaluating and specifying storage for Oracle LOBs .
12. (Oracle 12c Release 2 only) Add the following parameters and values to sqlnet.ora:

Parameter and value Purpose
SQLNET.AUTHENTICATION_SERVICES = (NTS) Required by Oracle 12.2 to enable the AR System server to

run on Windows with the database on Windows.
SQLNET.ALLOWED_LOGON_VERSION_SERVER = Required by Oracle 12.2 to connect the database to AR

10
Systems clients, which contain version 10 of the Oracle
client library.
To configure your Oracle database

1. Unzip the ORACLE_221006_DBDUMP.zip file that you downloaded from
EPD. After you unzip the file, the ARSystem-221006HF-202306221501.dmp
and
SmartReporting-210503HF-202305181219.dmp database dump files are displayed.
2. Download and update the following files:
File Description
Innovation_Suite_schema_tablespace_creation This file creates users, database schemas, and table spaces
.sql required for setting up database configurations for Action
Request System and BMC Helix ITSM: Smart Reporting.
Data_Population_Script_for_Innovation_Suite Update this file with the appropriate parameter values.
3. Log in to your database server by using the Oracle user credentials and copy the files to the required path such as
/ data1/DB_DUMP/ or C:\data1\DB_DUMP.
4. Change your directory to the directory path where you copy the Data_Population_Script_for_Innovation_Suite
and Innovation_Suite_schema_tablespace_creation.sql files.
5. Execute the Innovation_Suite_schema_tablespace_creation.sql file by using the following command:
sqlplus system/<Password> @Innovation_Suite_schema_tablespace_creation.sql
6. Execute the Data_Population_Script_for_Innovation_Suite file.

• On Windows, perform the following steps:
i. In the database server, rename the Data_Population_Script_for_Innovation_Suite file to
Data_Population_Script_for_Innovation_Suite.bat
ii. Start command prompt, navigate to the directory that contains the
Data_Population_Script_for_Innovation_Suite.bat file and execute the file by using the
following command:

cmd Data_Population_Script_for_Innovation_Suite.bat
• On Linux, in the database server, execute the file as an Oracle user by using the following command:
sh Data_Population_Script_for_Innovation_Suite
Make sure that the file is executed successfully.
Cursor sharing
Set the value of cursor_sharing to FORCE.
Configuring Oracle Data Guard
Beginning with the AR System 9.1.02, BMC supports Oracle Data Guard. Oracle Data Guard is a technology that helps in
recovering from DB failures across the geographical sites. Clients can failover to the next available database in the Oracle
Real Applications Cluster (RAC) setup. For more information, see Oracle Data Guard .
Configuring AR System to support Oracle Data Guard

After your BMC Helix IT Service Management is installed and you have configured it to support Oracle Data Guard, you
can log in as AR Admin to verify the configuration.

To configure AR System to support Oracle Data Guard

1. On the AR System Server user, configure a service that has the same name for the primary and standby
database. For example, ORADG.BMC.COM.
2. In the AR System Configuration Generic UI form, set the Oracle-JDBC-URL parameter to the specified syntax:
Oracle-JDBC-URL: jdbc:oracle:thin:@(DESCRIPTION=(LOAD_BALANCE=OFF)(FAILOVER=ON)
(ADDRESS_LIST=(ADDRESS=(PROTOCOL=TCP)(HOST=primarydb_host)(PORT=primarydb_port))(ADDRESS=(PROTOCOL=TCP)
(HOST=standbydb_host)(PORT=standbydb_port)))(CONNECT_DATA=(SERVICE_NAME=ORADG.BMC.COM) (SERVER=DEDICATED)))
3. Save the file.

4. Restart the BMC Helix Innovation Suite platform pod.
 When you specify the Oracle-JDBC-URL parameter, the AR System server ignores the
following parameters:
Oracle-Service
Db-Host-Name
Db-Server-Port
Oracle-SID
Db-Custom-Conn-Props
SQL-Secure-Connection
When the primary database is down and the standby database does not take over as the primary database, the following
error occurs:
ORA-12514, TNS: listener does not currently know of service requested in connect descriptor (ARERR
552).
• Installing


BMC Helix IT Service Management supports case-sensitive PostgreSQL 10.x,
11.x, and 13.x database. You must set up your PostgreSQL database before you Related topics
deploy the BMC Helix Innovation Suite platform and applications.
Setting up a Microsoft SQL

Server database
Setting up an Oracle
database
 Important
You do not need to download and restore database dump files while setting up a PostgreSQL database. The BMC
Helix IT Service Management installation pipeline automatically restores a backup for a PostgreSQL database.
You can download the database dump files and use for manual restore in case of any failures with the automated
restore.
To set up your PostgreSQL database

1. As a database administrator, install at least one instance of the PostgreSQL
database. For more information, see PostgreSQL documentation .
 Important
Make sure that your database is configured to use Unicode.
2. Make sure that the Postgres user is a superuser and a password for the Postgres user is set in the database. To
set the Postgres database user, use the following command:
su - postgres
psql -c "ALTER USER postgres with encrypted password '<password>'"
3. (Optional) To restore database dump files manually, run the following commands:
psql -h <DB_HOST> -p <DB_PORT> -U <DB_USR_ADMIN> -W <DB_USR_ADMIN_PASS> -c "drop database

<SR_DB_NAME>;"
psql -h <DB_HOST> -p <DB_PORT> -U <DB_USR_ADMIN> -W <DB_USR_ADMIN_PASS> -c "drop database
<DB_AR_NAME>;"
psql -h <DB_HOST> -p <DB_PORT> -U <DB_USR_ADMIN> -W <DB_USR_ADMIN_PASS> -c "drop user <DB_USR_OFADIN>;" psql -
h <DB_HOST> -p <DB_PORT> -U <DB_USR_ADMIN> -W <DB_USR_ADMIN_PASS> -c "drop user
<DB_USR_SRADMIN>;"
psql -h <DB_HOST> -p <DB_PORT> -U <DB_USR_ADMIN> -W <DB_USR_ADMIN_PASS> -c "drop user
<DB_USR_ARADMIN>;"
psql -h <DB_HOST> -p <DB_PORT> -U <DB_USR_ADMIN> -W <DB_USR_ADMIN_PASS> -c "ALTER DATABASE <SR_DB_NAME>
OWNER TO postgres;"
psql -h <DB_HOST> -p <DB_PORT> -U <DB_USR_ADMIN> -W <DB_USR_ADMIN_PASS> -c "ALTER DATABASE <DB_AR_NAME>
OWNER TO postgres;"
4. Install postgres-contrib by using the following command:

yum install postgres*contrib
5. Create a dblink extension by using the following command:
psql -c "CREATE EXTENSION dblink"
6. Update the pg_hba.conf file.

The pg_hba.conf file stores the client authentication information. Perform the following steps to modify the IP
address and password-based authentication method in the local and host records:
a. Open the pg_hba.conf file by using the following command:
vi /var/lib/pgsql/<version>/data/pg_hba.conf
For example,
vi /var/lib/pgsql/10.14/data/pg_hba.conf
b. Update the local and host records to use md5 authentication, as follows:
local all all md5
host all all <IP range of Kubernetes worker nodes> md5
Do not copy and paste these values in the pg_hba.conf file. Manually update these values. Do not delete
the remaining records in the pg_hba.conf file.
 Note
Make sure that all the Kubernetes worker nodes have access to the database and you configure
a host entry to include the IP range of the Kubernetes worker nodes.
For more information, see The pg_hba.conf File.
7. Update the postgresql.conf file:

a. Open the postgresql.conf file by using the following command:
vi /var/lib/pgsql/<version>/data/postgresql.conf
b. Uncomment and update the listen_addresses = 'localhost' parameter as follows:
listen_addresses = '<IP address of the database server that all Kubernetes worker nodes can
reach>'
c. Specify the IP address range from where the worker nodes in your Kubernetes cluster can reach
the database server.
d. Uncomment and update the password_encryption parameter as follows:
password_encryption = md5
e. Update the max_connections parameter and specify the maximum number of connections that PostgreSQL
must accept.
Specify the value based on your deployment size.

Deployment size Maximum number of connections
Small 600
Compact 600
Medium 1500
Large 1500
f. Make sure the database has the correct values for the parameters such as random_page_cost.
For example, change the random_page_cost value from default value 4 to value 1.1. Learn about the
parameters at KA014000000h9kqCAA .
g. Stop the PostgreSQL server and restart it by using the following commands:
service postgresql-<version> stop

service postgresql-<version> start
h. To check the database server parameter value for max_connections, run the following command:
psql -U postgres -c "show max_connections;"
8. Verify that the database is up and running by using the following command:
service postgresql-<version> status
During the BMC Helix IT Service Management deployment, you must provide the database host details and then a
database user is created automatically.

• Installing
Setting up BMC Deployment Engine

Set up BMC Deployment Engine to deploy BMC Helix IT Service Management
Related topics
applications.
BMC Deployment Engine is set up on a single virtual machine. For Jenkins installation
and configuration, the host and hostname reference point to this single server. System requirements
Several tools, such as Jenkins, git, Helm, and kubectl are installed on this server, and
these tools are used by the Jenkins pipelines to deploy BMC Helix IT Service BMC Deployment Engine
Management applications. overview
Git is required to maintain the automation scripts. kubectl is the Kubernetes client FAQ
that is used to run the Kubernetes commands. Helm is the package manager used to
deploy applications in Kubernetes.
 Skills required
The Deployment Engine automation script sets up the Jenkins pipeline framework,
which is used to set up BMC Helix IT Service Management applications. Using Jenkins
Using Linux
See Recommended skill
set and trainings
The steps to set up BMC Deployment Engine are shown in the following figure:
Before you begin
 Important

To login to the Jenkins server, use SSH clients, such as PuTTY, MobaXterm, or mRemoteNG. This server is
referred to as Jenkins server or <Deployment Engine Server> in the rest of the document.
By default, all the commands must be executed as non root user and the non root
user must be configured for sudo access.
Unless specified, user refers to non root user for this setup.
Make sure that the user has default shell as sh or bash.
Make sure that Jenkins server has access to the online Jenkins repository for OS
software update or upgrade as well as installing tools required to setup
Deployment Engine and supporting binaries.
The nomenclature used in pipeline development is as follows:
The Home directory of non root user is referred to as <HOME> in all subsequent
steps. By default, it is /home/git.
<user> refers to the git repo owner. Jenkins user owns the Jenkins setup. The git
user is a member of the git and Jenkins groups.
The Jenkins user is member of the Jenkins and git groups.
<hostname> is the host name/IP address of the Jenkins server, which is resolvable
by all participating entities, such as databases and clusters in this environment.
<GIT_REPO_DIR> is the location where the entire Deployment Engine git code is copied
by the installer for setting up the pipelines. The recommended size of this
directory must be 10GB or more.
<Library_REPO_DIR> is the location where the installer copies the required libraries
that need to be configured manually after installation.
Ensure that your environment meets the following requirements:
• Virtual machine—A fresh and dedicated physical server or virtual machine with the following configuration for
the Jenkins server:
Component Node vCPU Operating System RAM (GB) Disk (GB)
Jenkins server 1 2 • Cent OS 7.x and Minimum 8 GB 100

8.x are certified.
• RHEL 7.x and 8.x
are certified.
• Equivalent
releases of
Fedora and
Oracle Linux
are supported.
• Kubernetes cluster—Kubernetes cluster is accessible from the Deployment Engine server.

For Kubernetes cluster requirements, see System Requirements.
• Ansible 2.9—is configured, and working fine.
You must install Ansible 2.9 for setting up BMC Deployment Engine.

• Yum utility—is installed, configured, and working fine.

Make sure that the yum client is installed and is accessible, and you can install certified repos stable version of
applications.
Run the following commands to update your system libraries and packages to the latest available version.
yum update -y
yum upgrade -y
yum clean all
• Unzip utility—is installed.

Use the following command to install the unzip utility:
sudo yum install unzip
• Perl—Perl (version 5.x +) is installed and is accessible from shell

prompt. Use the following command to set up Perl:
sudo yum install perl
• Perl-Data-Dumper package—Set up Perl-Data-Dumper package by using the following commands:
sudo yum makecache

sudo yum -y install perl-Data-Dumper
• Make sure that /etc/resolv.conf has proper DNS entries.

• From any remote machine run the following commands:
nslookup <jenkins-server-name>
nslookup <jenkins-server-ip>
both the commands should resolve via DNS from all computers where clusters are setup.
• from /etc/hosts make sure to have only relevant entries in this file. If an entry is not correct, delete
the entry.
• Remove the ivp6 entry for the localhost and ensure that the hostname resolves to the correct DNS
IP address.
• Run the yum repolist command to view all accessible and OS matching repositories. The yum commands
should be able to install the required repository software.
• Download the BMC_Helix_Innovation_Suite_And_Service_Management_Apps_Version_22.1.06.zip file
from EPD to the Deployment Engine server.
This file contains the following files:
• BMC_Remedy_Deployment_Manager_Configuration_Release_22.1.06.zip - This file contains
the repositories that go in to git.
• BMC_Remedy_Deployment_Engine_Setup_22.1.06.zip
• Download the BMC_Remedy_Deployment_Engine_Setup_22.1.06.zip file. This file contains the BMC
Deployment Engine automation script.
For details, see Downloading the installation files.
Back to top

Creating and configuring users

BMC Deployment Engine uses the following two users:
• git—Owner of git repositories where deployment code is present. This user requires sudo access.
• jenkins—Jenkins server runs as jenkins user. This is a non-interactive user.
You must create and configure these users.
To add users
Perform the following steps to add the users:
sudo useradd git -m sudo passwd git

sudo useradd jenkins -m sudo passwd jenkins
To add the git user to the jenkins group and the jenkins user to the git group
Perform the following steps to add the users:
sudo usermod -a -G git jenkins

sudo usermod -a -G jenkins git
To provide sudo access to the git user

Run the following command to provide sudo access to the git user:
sudo usermod -aG wheel git
To configure passwordless sudo access for the git user

Perform the following steps to configure passwordless sudo access to the git user:
sudo visudo
2. Uncomment the following line:
%wheel ALL=(ALL) NOPASSWD: ALL
3. Comment the other lines that start with %wheel.

For example:
%wheel ALL=(ALL) ALL
4. Save the changes.

Back to top

To add the HELIX_FULL_STACK_UPGRADE deployment pipeline

1. Log in to the Jenkins server by using the following URL:
http://<Jenkins server host name>:8080
2. On the Jenkins home page, click New Item.
3. In the Enter an item name field, enter the pipeline name as HELIX_FULL_STACK_UPGRADE.
4. Select Pipeline and click OK.
5. Click the Pipeline tab.
6. Enter the following information:
Field Description
Definition From the Definition list, select Pipeline script from SCM.
SCM From the SCM list, select Git.
Repository URL Enter the Repository URL as the path of your local Git
repository in the format ssh://git@<jenkins_server>/<path to
itsm-on- premise-installer.git>.
Example: ssh://git@<Jenkins server host
name>/home/git/ Git_Repo/ITSM_REPO/itsm-on-premise-
installer.git.
Credentials Enter the Git server credentials.
Additional Behaviours Specify the script path.

Example: pipeline/jenkinsfile/
HELIX_FULL_STACK_UPGRADE.jenkinsfile
7. Click Apply and then Save.

After the pipeline is created, make sure that the pipeline is selected from Jenkins home page.
8. Click Build Now.
The first build job fails because it needs to run the first time to load all the parameters of the pipeline script.
9. After the build job fails, select the pipeline name again from the Jenkins home
page. The Build Now option changes to Build With Parameters.
Running the BMC Deployment Engine automation script

The BMC Deployment Engine automation script installs the following software:
• Python
• Git

• kubectl
• unzip
• Helm
• Java
• additional packages, such as MS SQL tools, unixODBC, xmlstarlet, dos2unix, jq
The automation script also installs Jenkins locally on a node (In earlier versions of BMC Helix IT Service Management
Deployment, you had to manually set up Jenkins on a local node).
Perform the following steps to run the BMC Deployment Engine automation script:
1. Login as git user:
ssh git@<hostname>
or switch to the git user by using the following command:
su - git
2. Copy the BMC_Helix_Innovation_Suite_And_Service_Management_Apps_Version_22.1.06.zip file

downloaded from EPD and extract the files to the git user home directory or any other directory owned by the
git user.
• BMC_Remedy_Deployment_Manager_Configuration_Release_22.1.06.zip
• BMC_Remedy_Deployment_Engine_Setup_22.1.06.zip
3. Copy the BMC_Remedy_Deployment_Engine_Setup_22.1.06_Hotfix.zip file downloaded from EPD and
extract the files to the git user home directory or any other directory owned by the git user.
4. Change the ownership of these files to git user by using the following command:
sudo chown -R git:git <filename>
5. Unzip BMC_Remedy_Deployment_Engine_Setup_22.1.06_Hotfix.zip file.

6. Change the directory to DE1.0 to navigate to exact location.
7. Update build.properties and customize the following parameters according to your requirement:
• ITSM_REPO_GIT_ZIP=</path/to/BMC_Remedy_Deployment_Manager_Configuration_Release_22.1.xx.zip>
• GIT_REPO_USER=git
• GIT_USER_HOME_DIR=~git
• JENKINS_USER=jenkins
• JENKINS_INSTALL_DIR=/var/lib/jenkins
• JENKINS_HOSTNAME=<fully-qualified-hostname-or-ip-address-where-DE-setup-is-planned>
• ANSIBLE_NODE_ROOT_DIR=~/ansible_node_root_dir
• JENKINS_NODE_ROOT_DIR=~/jenkins_node_root_dir
(This is the path that the Jenkins_node needs for various operations that are internal to Jenkins)
• GIT_REPO_DIR=~/git_repo/
( This is the location where the entire Deployment Engine git code is copied by the installer for setting up
the pipelines.)

• JENKINS_CONFIG_FILES_DIR=~/Jenkins_Config_Files
(The Jenkins job pipeline uses this location to store its pipeline jobs.)
8. After updating the build.properties file, run the BMC Deployment Engine automation script to setup the
Jenkins job pipeline framework.
The log file is generated in the Home directory and it can be used for debugging setup related issues.
$ sudo perl setup-Helix-ITSM-onPrem.pl 2>&1 | tee ~/BMC-HELIX-DE-AUTO.log.$$
 Important
The build.properties file of BMC Deployment Engine automation script has a KUBERNETES_VERSION
parameter which only accepts Kubernetes versions 1.21 and earlier.
We recommend you to set the value KUBERNETES_VERSION parameter as 1.21. This step
will setup the kubectl version as 1.21.
After the script completes running, update kubectl version to 1.23
or 1.24 as per the cluster version.
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Performing post-installation configurations

To install plugins
1. Login to Jenkins server by using the following URL:
http://<Jenkins server host name>:<Jenkins port>
 The default password is available in $JENKINS_INSTALL_DIR/secrets/initialAdminPassword
For example: /var/lib/jenkins/secrets/initialAdminPassword

2. On the Jenkins User Interface, select Install Suggested Plugins.
3. In the Admin User Creation wizard, provide a preferred username and password and run the wizard.
4. Verify that ssh works fine with passwordless login from root user to git@<jenkins_server_name> and git user
to git@<jenkins_server_name> by using the following command:
sudo ssh git@<jenkins_server_name>

ssh git@<jenkins_server_name>
5. Add the kubeconfig file on the Jenkins server.

a. Download the kubeconfig.yaml file to the $HOME directory.
b. Copy the kubeconfig.yaml file to $HOME/.kube/config.
cp <kubeconfig complete file path> $HOME/.kube/config

To update the Jenkins credentials

1. Login to the Jenkins server by using the following URL:
http://<Jenkins server host name>:<Jenkins port>/credentials
2. Add the credentials in the ID: kubeconfig file.
a. Select kubeconfig and click the name of the kubeconfig credential.
b. Click Update.
c. Select the Replace checkbox.
d. Click Choose File and select the kubeconfig file
e. Click Save.
3. Add the credentials in the ID: github account.
a. Select github and click the name of the github credential.
b. Click Update.
c. Click Change Password and enter the git user password.
d. Click Save.
4. Add the credentials in the ID: ansible_host account.
a. Select ansible_host and click the name of the ansible_host credential
b. Click Update.
d. Click Save.
5. Add the credentials in the ID: ansible file.
a. Select ansible and click the name of the ansible credential.
b. Click Update.
d. Click Save.
6. Add credentials in the ID: git account.
a. Select git and click the name of the git credential.
b. Click Update.
d. Click Save.
7. (For cloud environments) Update git user private key credentials
a. Navigate to http://<Jenkins server host name>:<Jenkins port>/credentials/store/system/domain/_/

b. Click Add Credentials.

c. Enter the following details:
Kind SSH Username with private key
ID git_pk
Username git
Private Key i. Click Enter.

ii. Paste the contents of git user private key value
(/ home/git/.ssh/id_rsa)
d. Save the details.
Depending on your environment, you can choose to update the node configuration in a cloud or non cloud environment.
To update the node configuration in a cloud environment

1. Navigate to http://<Jenkins server host name>:<Jenkins port>/computer.
2. Perform the following steps for both nodes, the one with the actual hostname and another with the git hostname.
a. Click the node name.
b. Click Configure.
c. Under Credentials, select the git user ssh key credential and click Save.
d. Click Launch Agent.
To update the node configuration in a non cloud environment

1. Navigate to http://<Jenkins server host name>:<Jenkins port>/computer.
2. Perform the following steps for both nodes, the one with actual hostname and another with git-hostname.
a. Click the node name.
b. Click Launch Agent.
 If the status of the node is already 'online', then skip Step b.

To add the Jenkins libraries

Perform the following steps to add the pipeline-framework library:
1. On the Jenkins home page, click Manage Jenkins.

2. Select Configure System.
3. In Global Pipeline Libraries, add the pipeline-framework library as shown in the following figure:
4. In the Project Repository field, specify the complete path of pipeline-framework.git according to the environment.
<GIT_REPO_DIR> value can be fetched from build.properties file.
5. Make sure you provide exact location of pipeline-framework.git according to the environment.
6. Add JENKINS-27413-workaround-library as shown in the following figure:
7. In the Project Repository field, specify the complete path of JENKINS-27413-workaround-library.git according
to the environment.

8. Select Load implicitly.
9. Save the changes.
Running the deployment pipelines in dry-run mode

Dry-run is a mandatory step to update the pipeline configuration for any changes to the BMC Helix Innovation Suite and
Service Management Installer.
 Important
Though you see the Build with Parameters option for all the parameters, you have to still perform a dry-
run.
To run the deployment pipelines in dry-run mode
1. Navigate to Jenkins Dashboards to view all the pipelines required for deployment.
2. Select each pipeline and click Build with Parameters.
3. Click Build.
The build job status fails, which is expected.
 The agent-add-pipeline and HELIX_DR pipelines do not require a dry-run.

For HELIX_ONPREM_DEPLOYMENT pipeline, enter the value of the AGENT parameter. Do not
select any pipelines in the PRODUCT_DEPLOY section.
For the other pipelines, run Build with Parameters with default values present in the pipeline.

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Troubleshooting
Refer to the troubleshooting information if you encounter any of the following issues while setting up BMC Deployment
Engine.
 Important
When logging a case with BMC Support for any issues that occur while setting up BMC Deployment Engine, we
recommend you to include the log file and build.properties file to facilitate debugging the issues.
Issue symptom
During .pl script execution, you might receive the following message:
This system is not registered with an entitlement server. You can use subscription-manager to register.
Log: Query : Please, suggest should we disable subscription manager and proceed with setting up prereq for ITSM
onprem deployment, Y(yes) or N(no) ? :
Resolution
• If the Jenkins server is configured with a local repository from where the required packages can be downloaded,
enter ‘yes’ and proceed.
• If the Jenkins server is registered with any subscription manager, enter ‘no’ and proceed. In this case, the required
packages are retrieved online through the subscription manager.
Issue symptom
The installation script fails or aborts for some reason.
Resolution
1. Review the logs to check for errors.

2. Stop Jenkins by using the systemctl command.
3. Check if port 8080 is free by using netstat -anp | grep 8080 command and then rerun automation
script command.
4. Make sure to save log files.
Issue symptom
HELIX_ONPREM_DEPLOYMENT pipeline fails with the following scripts not permitted error.
method hudson.model.Run getLog

method org.jenkinsci.plugins.workflow.support.steps.build.RunWrapper getRawBuild

Resolution
1. Right click the error message link and open it in a new tab.
2. Click Approve.
3. Click the latest failed job on the HELIX_ONPREM_DEPLOYMENT pipeline tab.
4. Click Rebuild.

5. Enter the required parameters and click Rebuild.
6. You might get other scripts not permitted error. Repeat the same steps to approve the script execution and
rebuild HELIX_ONPREM_DEPLOYMENT jobs.
For other issues, see Troubleshooting deployment pipeline failure issues.
For additional questions about BMC Deployment Engine, see FAQ.
Next task Proceed with Installing BMC Helix Platform services.
Back to process If you are finished installing BMC Helix Platform services, return to the
• Installing
Setting up the deployment input configuration file

When you install BMC Helix IT Service Management, the HELIX_ONPREM_DEPLOYMENT Jenkins pipeline requires various
parameters to deploy applications in your environment. These parameters are passed through the deployment input
configuration file.
The HELIX_ONPREM_DEPLOYMENT Jenkins pipeline can automatically generate the deployment input configuration file.
You can also choose to create the deployment input configuration file manually and pass it to
the HELIX_ONPREM_DEPLOYMENT Jenkins pipeline.

 Important
Manual creation of the deployment input configuration file is an advanced option.
We recommend that you use the automatic deployment input configuration file creation
option.
Review information in this topic to understand the method to manually create the deployment input configuration file.
Using the deployment input configuration file

Administrators provide inputs to the HELIX_ONPREM_DEPLOYMENT Jenkins pipeline or create the input configuration file
manually and pass it to the HELIX_ONPREM_DEPLOYMENT Jenkins pipeline.
The following screenshot shows the options to select the deployment input configuration file:
To manually configure the deployment input configuration file

1. Download the Deployment input configuration file template.
2. Open the file by using an editor.
This is a Shell script file. We recommend using editors such as Notepad++, which support editing Shell script files.
3. Enter the required parameters in the file.
You will use this file while installing BMC Helix IT Service Management.
 Warning
You can rename the Deployment Input Configuration file. However, the
HELIX_ONPREM_DEPLOYMENT Jenkins pipeline renames the file to the following
format:
<CUSTOMER_SERVICE>-<ENVIRONMENT>.sh

Parameters in the deployment input configuration file

The following table lists the types of parameters you must set in the deployment input configuration file:
Action Reference
Define host and registry details in the deployment input configuration Inventory parameters in the deployment
file input configuration file
Identify the product version you deploy Version parameters in the deployment input
configuration file
Set global parameters for your environment Global parameters in the deployment input
configuration file
Set parameters for BMC Helix Single Sign-On BMC Helix SSO parameters in the
deployment input configuration file
Set parameters for BMC Helix Innovation Suite BMC Helix Innovation Suite parameters in
the deployment input configuration file
Set parameters for Mid Tier Mid Tier parameters in the deployment
input configuration file
Set parameters for Smart IT Smart IT parameters in the deployment

Set parameters for Smart Reporting Smart Reporting parameters in the

Set parameters for Atrium Web Services Atrium Web Services parameters in the
Set parameters for Live Chat Live Chat parameters in the deployment

Action Reference
Set parameters for Openfire server Openfire server parameters in the

Set parameters for TrueSite Operations Management (TSOM) TSOM plug-in parameters in the
integration deployment input configuration file
Set parameters for Microsoft SCCM Microsoft SCCM parameters in the

Set parameters for BMC Client Management BMC Client Management parameters in the
Set parameters for smart applications, such as BMC Helix Business Smart applications parameters in the
Workflows, BMC Helix Virtual Agent, and BMC Helix Multi-Cloud Broker deployment input configuration file

Performing the installation
Inventory parameters in the deployment input configuration file
Related topics
The inventory parameters in the deployment configuration file define the hosts and
registry details for the Jenkins pipeline.
Setting up the
deployment input
configuration file
 Important
Version parameters in
The customertemplate.sh file contains several parameters, however, the the deployment input
following table lists only those parameters that are used for deploying configuration file
BMC Helix IT Service Management on-premises.
The following table describes inventory parameters that you set in the deployment input configuration file:

Parameter name Description Example
CLUSTER_NAME Name of the Kubernetes cluster available in CLUSTER_NAME="bmc-k8s-

the Kubernetes configuration file. cluster"
CUSTOMER_COMPANY_NAME Customer company name. CUSTOMER_COMPANY_NAME="C

albro Services"
DB_ADMIN_USER Admin details to connect with the PostgreSQL DB_ADMIN_USER="Demo"

database for creating users.
DB_ADMIN_PASSWORD Password for the admin user. DB_ADMIN_PASSWORD="Demo12

3"
HELM_CHECKOUT_LOCATION Location from where Helm charts are checked HELM_CHECKOUT_LOCATION="/

out on the HELM_NODE. jenkinsnfs/HELM_CHARTS"
HELM_NODE Host name where HELM is installed. Typically, HELM_NODE="<Host name of the
this is a computer where Ansible is installed. Jenkins node>"
HELM_REPO Repository URL to checkout Helm charts. ssh://<Jenkins server host name>/
home/git/GIT_REPO/HELM_REPO/
containerization-certified.git

IMAGEPULLSECRETS_NAME Kubernetes secret name for pulling images IMAGEPULLSECRETS_NAME"privat

from docker registry. e_repo-1"
Warning: Use lower case alphanumeric

characters and a hyphen (-) in the secret. The
secret must start and end with an
alphanumeric character. For example,
image-1.
For manual input file method, create the

secret manually by using the below
command:
kubectl create secret docker-registry

<secret_name> --docker-
server=<ex:containers.bmc.com> --
docker-username=<ex:AWS> --docker-
password='<password token>' -n
<cluster namespace>
IMAGE_REGISTRY_USERNAME User name to log in to BMC Docker Trusted

Registry (DTR). Specify your EPD user name.
If you use a local Harbor registry to

synchronize with BMC DTR, specify the user
name to log in to your local registry.
IMAGE_REGISTRY_PASSWORD Password to log in to BMC DTR. Specify

the BMC DTR (containers.bmc.com)
token that you download from EPD.
If you use a local Harbor registry to

synchronize with BMC DTR, specify the
password to log in to your local registry.

IS_HELM_NODE_MASTERNOD Location ($HOME/.kube/config) from IS_HELM_NODE_MASTERNODE="t

E where the Jenkins pipeline uses the rue"
Kubernetes configuration file.
Valid values:
• (Default) true
• false
JAVA_HOME JAVA home set on the Ansible server. JAVA_HOME="/usr/lib/jvm/

java-1.8.0-
openjdk-1.8.0.262.b10-0.el7_8.x86
_64/jre"
MIDTIER_INT_URL Mid Tier integration service URL.
Syntax: "https://$
{CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}-int.$
{CLUSTER_DOMAIN}"
MIDTIER_URL_PORT Mid Tier URL port. MIDTIER_URL_PORT="443"
MIDTIER_URL_PROTOCOL Mid Tier URL protocol. MIDTIER_URL_PROTOCOL="https"

MIDTIER_USER_URL Add the Mid Tier user URL to enable the

WSDL.
Syntax:
"https://${CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}.${CLUSTER_DOMAIN}"
OPENFIRE_DB_TYPE Determines if the database type is correct. OPENFIRE_DB_TYPE="postgres"
Valid values:
• postgres
• mssql
• oracle
OPENFIRE_XMPP_DOMAIN OpenFire XMPP domain name. OPENFIRE_XMPP_DOMAIN="open

fire"
POD_CHECKER_TIMEOUT The maximum amount of time each pod is POD_CHECKER_TIMEOUT=300

checked by the pipeline (300 minutes).
Default value — 300 seconds

REGISTRY Docker Container Registry. REGISTRY="DTR"
• If you use the BMC Docker Trusted

Registry (DTR), use containers.bmc.com.
• If you have setup the local harbor
registry, describe the harbor registry
hostname.
SMARTREPORTING_DATA_SO Time interval for refresh. SMARTREPORTING_DATA_SOURCE

URCE_REFRESH_INTERVAL _REFRESH_INTERVAL="15"
STORAGE_CLASS Define persistent volume storage. STORAGE_CLASS=ceph
Parameters to control the product pipeline

Use the following parameters to determine which product you want to install or update in your environment. The valid
values for the following parameters are true or false:
PLATFORM Platform deployment controller. PLATFORM="true"
MIDTIER Mid Tierdeployment controller. MIDTIER="true"

SMARTIT BMC Helix ITSM: Smart IT deployment controller. SMARTIT="true"
SMARTREPORTING BMC Helix ITSM: Smart Reporting deployment controller. SMARTREPORTING="

true"
TSOMPLUGIN BMC TrueSight Operation Management TSOMPLUGIN="false

deployment controller. "
ATRIUMWEBSERVICE Atrium Web Service deployment controller. ATRIUMWEBSERVICE

="true"
VIRTUALCHATPLUGIN Live Chat Plug-in deployment controller. VIRTUALCHATPLUGI

N="true"
VIRTUALCHATSERVER Live Chat Server deployment controller. VIRTUALCHATSERVE

R="true"
SCCM SCCM deployment controller. SCCM="false"

BCM BMC Helix Client Management deployment controller. BCM="false"
OPENFIRE Openfire deployment controller. OPENFIRE="false"
Parameters to control the database restoration
Use the following parameters to restore the database. The valid values for the following parameters are true or false:
AR_DB_RESTORE Restore BMC Helix Innovation Suite AR_DB_RESTORE="true"

database by using pipeline.
LOCALES Deploy locale packages. LOCALES="false"
LOGS_UPLOAD_FTP Enable log upload to an FTP. LOGS_UPLOAD_FTP="FALSE"
PLATFORM_INT_PARALLELDEPLOY Launch or terminate all platform PLATFORM_INT_PARALLELDEPLOYM

MENT_ENABLED integration pods in parallel. ENT_ENABLED="false"

PLATFORM_SR_PARALLELDEPLOY Launch or terminate all BMC Helix ITSM: PLATFORM_SR_PARALLELDEPLOYME

MENT_ENABLED Smart Reporting pods in parallel. NT_ENABLED="false"
SMARTREPORTING_DB_RESTORE Restore BMC Helix ITSM: Smart SMARTREPORTING_DB_RESTORE="t

Reporting database by using pipeline. rue"
SMARTIT_DB_RESTORE Restore BMC Helix ITSM: Smart SMARTIT_DB_RESTORE="true"

Reporting database by using pipeline.
Platform database service parameters for BMC Helix ITSM: Smart Reporting
Use the following parameters to set the Smart Reporting database
PLATFORM_SR_DB_HOSTNAME Name of the SBMC Helix ITSM: Smart PLATFORM_SR_DB_NAME="Testdata"

Reporting database.
PLATFORM_SR_DB_PASSWORD Password for the BMC Helix ITSM: PLATFORM_SR_DB_PASSWORD="Dem

Smart Reporting database. o123"
PLATFORM_SR_DB_USER BMC Helix ITSM: Smart Reporting PLATFORM_SR_DB_USER="demo"

database user name.
Version parameters in the deployment input configuration file

Version parameters help you identify the version of the product you deploy. Version
parameters corresponds to a tag or branch in the Helm repository. Related topics
Important Setting up the deployment input

 configuration file
The customertemplate.sh file contains several parameters, however, the
following table lists only those parameters that are used for deploying

Inventory parameters in the

deployment input configuration
file
The following table describes version parameters that you set in the deployment input configuration file:
HELM_VERSION Helm chart version. Helm version can be empty. This is equal to HELM_VERSION="210200.
the target version. 0.10.01"
IMAGES_FILE A developer uses this parameter to use a file for image tag. IMAGES_FILE="devops.ya
ml"
Default value — devops.yaml
TARGET_VERSION Target version of the product you deploy. TARGET_VERSION="21020

0.0.10.01"
Global parameters in the deployment input configuration file

Use global parameters to set values for your environment.
Related topics
 Important
Setting up the
The customertemplate.sh file contains several parameters, however, the deployment input
Inventory parameters in
the deployment input
configuration file
Version parameters in
configuration file
The following table describes global parameters that you can set in the deployment input configuration file:

CUSTOMER_SERVICE_NA Represents customer service name. CUSTOMER_SERVICE_NAME=

ME "Helix"
DOMAIN_NAME Customer environment domain name. DOMAIN_NAME="calbro.com

"
ENABLE_EPHEMERAL Use to limit the Ephemeral storage. Set to true if you ENABLE_EPHEMERAL="false"
want to change the value.
ENABLE_JMX_MONITORI Set to true to monitor the JVM process. ENABLE_JMX_MONITORING="

NG true"
ES_HOST External IP address that you create for ES_HOST="onbmc"

FTS_ELASTICSEARCH or an internal cluster IP that is
accessible for the namespace where you install BMC
For more information about external IP for

FTS_ELASTICSEARCH, see Setting up the installation
environment.
IMAGE_PULL_POLICY Use this parameter to pull the image. IMAGE_PULL_POLICY="IfNotP

resent"
Valid values:
• (Default) IfNotPresent
• Always
INGRESS_ENABLED Use Kubernetes ingress for application URLs. INGRESS_ENABLED="true"
PROJECT_NAME Project name is an alias for your environment. Form the <CUSTOMER_SERVICE_NAME>-
project name by using the service name and the <PROJECT_TYPE
environment type. >PROJECT_NAME="remedy-
dev"

PROJECT_TYPE Define the type of environment such as, development PROJECT_TYPE="dev"

environment or production environment.
SERIVCE_ANNOTATIONS Add extra service annotations. SERIVCE_ANNOTATIONS="@s

ervice"
SERVICE_TYPE_HTTP Service type for the platform. SERVICE_TYPE_HTTP="NodeP

ort"
Valid values:
• LoadBalancer
• NodePort
SERVICE_TYPE_TCP Service type for the platform. SERVICE_TYPE_TCP="LoadBala

ncer"
Valid values:
• LoadBalancer
• ClusterIP
• NodePort
AUTORECON_RECONCILE Flag to automatically reconcile Developer Studio form AUTORECON_RECONCILE_VUI

_VUIS views during BMC Helix Innovation Suite upgrade. S="false
Valid values:
• true
• false
Stale data parameters
STALEDATA_REPLICA_CO The replica count for stale data. STALEDATA_REPLICA_COUNT=

UNT "2"
STALEDATA_JAVA_MAX_H The maximum heap size for stale data. STALEDATA_JAVA_MAX_HEAP

EAP_SIZE _SIZE=""

STALEDATA_JAVA_MIN_H The minimum heap size for stale data. STALEDATA_JAVA_MIN_HEAP_

EAP_SIZE SIZE=""
STALEDATA_MEMORY_RE The memory request for stale data. STALEDATA_MEMORY_REQUE

QUEST ST=""
STALEDATA_CPU_REQUES The CPU request for stale data. STALEDATA_CPU_REQUEST=""

T
STALEDATA_MEMORY_LI The memory limit for stale data. STALEDATA_MEMORY_LIMIT=

MIT ""
STALEDATA_CPU_LIMIT The CPU limit for stale data. STALEDATA_CPU_LIMIT=""
STALEDATA_VOLUME_M Flag to enable volume mount for stale data. STALEDATA_VOLUME_MOUNT

OUNT_ENABLED _ENABLED="true"
Valid values:
• true
• false
STALEDATA_VOLUME_EN Flag to enable storage for stale data. STALEDATA_VOLUME_ENABLE

ABLED D="true"
Valid values:
• true
• false
Clam AntiVirus parameters
CLAMAV_REPLICA_COUN The replica count for Clam AntiVirus. CLAMAV_REPLICA_COUNT="1

T "
CLAMAV_MEMORY_REQ The memory request for Clam AntiVirus. CLAMAV_MEMORY_REQUEST

UEST =""

CLAMAV_CPU_REQUEST The CPU request for Clam AntiVirus. CLAMAV_CPU_REQUEST=""
CLAMAV_MEMORY_LIMI The memory limit for Clam AntiVirus. CLAMAV_MEMORY_LIMIT=""

T
CLAMAV_CPU_LIMIT The CPU limit for Clam AntiVirus. CLAMAV_CPU_LIMIT=""
BMC Helix SSO parameters in the deployment input configuration file

BMC Helix Single Sign-On parameters help you authenticate a user logging in your
environment.
Related topics
 Important
following table lists only those parameters that are used for deploying Setting up the
BMC Helix IT Service Management on-premises. deployment input
configuration file
configuration file
The following table describes BMC Helix SSO parameters that you set in the deployment input configuration file:
RSSO_ADMIN_PASSWORD Password for authenticating RSSO_ADMIN_PASSWORD="Demo123"

the BMC Helix Single Sign-
Onadministrator.

RSSO_ADMIN_USER User credentials to access BMC RSSO_ADMIN_USER="Demo"

Helix Single Sign-OnURL.
RSSO_EXTERNAL_URL BMC Helix Single Sign-On URL that RSSO_SERVICE_URL="https://<LB_HOST>/rsso"

you use during the BMC Helix
Platform services deployment.
LB_HOST is the load balancer host name that
Important: Make sure that you you used in the infra.config file during the BMC
do not specify a forward slash ( / ) Helix Platform services deployment.
at the end of the URL.
RSSO_REALM_ID ID of the realm created in BMC RSSO_REALM_ID="<CUSTOMER_SERVICE_NAME>-

Helix Single Sign-On for which the <ENVIRONMENT>"
URL is given through
the RSSO_EXTERNAL_URL CUSTOMER_SERVICE_NAME and ENVIRONMENT are
parameter. your service and environment values.
RSSO_SAAS_URL URL to access SaaS tenant. RSSO_SAAS_URL="http://calbro-services/rsso"
RSSO_SERVICE_URL BMC Helix Single Sign-On URL that RSSO_SERVICE_URL="https://<LB_HOST>/rsso"

you use during the BMC Helix
Platform services deployment. LB_HOST is the load balancer host name that
you used in the infra.config file during the BMC
Important: Make sure that you Helix Platform services deployment.
do not specify a forward slash ( / )
at the end of the URL.
BMC Helix Innovation Suite parameters in the deployment input configuration file
Use platform parameters to configure the deployment for BMC Helix Innovation
Suite. These parameters mainly include database parameters, connection
parameters, service password parameters, and common service parameters.
Related topics
 Important

Setting up the deployment input

configuration file
The customertemplate.sh file contains several parameters, however, the file
following table lists only those parameters that are used for deploying BMC Helix IT
Service Management on-premises.
BMC Helix Innovation Suite database service parameters

Use the following parameters to set the database usage options:
AR_DB_ALWAYS_ON (Microsoft SQL) Setup the AR_DB_ALWAYS_ON="Yes"

clustered database.
Valid values:
• (Default) Yes
• No
AR_DB_HOSTNAME Name of the BMC Helix AR_DB_HOSTNAME="dbServer"

Innovation Suite database
server.
AR_DB_INSTANCE BMC Helix Innovation Suite AR_DB_INSTANCE=""

database server instance.
AR_DB_NAME Name of the BMC Helix AR_DB_NAME="calbrodb"

Innovation Suite database.

AR_DB_PASSWORD Database password. AR_DB_PASSWORD="Demo123"
AR_DB_PORT BMC Helix Innovation Suite AR_DB_PORT="5432"

database port.
AR_SERVER_DB_TYPE Select database type. AR_SERVER_DB_TYPE="postgres"
Valid values:
• oracle
• mssql
• postgres
AR_DB_USER BMC Helix Innovation Suite AR_DB_USER="demo"

database user.

COMPACT_DEPLOYMENT_ENABL Determines deployment type, COMPACT_DEPLOYMENT_ENABLED="true"

ED full deployment or compact
deployment.
Use a compact deployment for

non-production environments.
In a compact deployment, only
a single platform pod platform-
fts is deployed. The platform-fts
pod performs all the platform
roles such as platform-admin,
platform-user, platform-int, and
platform-sr.
Valid values:
• true
• false
PLATFORM_ADMIN_REPLICA_CO Defines the number of platform PLATFORM_ADMIN_REPLICA_COUNT="1"

UNT admin pod to be created.
PLATFORM_COMMON_AR_HOST Modify the host file in the PLATFORM_COMMON_AR_HOST_ALIAS=='[{

_ALIAS container. Must be in a "hostnames":
minimized JSON format, ["hostname1","hostname2"],"ip":"10.205.66
enclosed in single quotes. .95"}]'
PLATFORM_COMMON_AR_MON Set the date and time for the AR PLATFORM_COMMON_AR_MON_VAR_ARD

_VAR_ARDATE System server. ATE="JUN-30 2021"
PLATFORM_COMMON_AR_MON Set only the date for the AR PLATFORM_COMMON_AR_MON_VAR_ARD

_VAR_ARDATEONLY System server. ATEONLY="JUN-30 2021"
PLATFORM_COMMON_AR_MON Set only the time for the AR PLATFORM_COMMON_AR_MON_VAR_ARTI

_VAR_ARTIMEONLY System server. MEONLY="13:10"
PLATFORM_COMMON_AR_MON Set time zone for the AR System PLATFORM_COMMON_AR_MON_VAR_TZ="

_VAR_TZ server. pdt"

PLATFORM_COMMON_AR_MON Insert AR Monitor PLATFORM_COMMON_AR_MON_VAR_JAVA

_VAR_JAVA_TOOL_OPTIONS environment variables in the _TOOL_OPTIONS=""
armonitor.conf file.
PLATFORM_COMMON_CACERTS_ Specify a password for your PLATFORM_COMMON_CACERTS_SSL_TRUST

SSL_TRUSTSTORE_PASSWORD cacerts file. STORE_PASSWORD=''
By default, the cacerts file

password is changeit. Leave this
field blank if you want to use the
default password for the cacerts
file.
Important:
• The password must be at

least 8 characters long
and must contain at least
one upper case alphabet,
one lower case alphabet,
one number, and one
special character.
• An exclamation mark (!)
is not supported.
BMC Helix Innovation Suite administrator service parameters
PLATFORM_ADMIN_APPLY_CONF Set this parameter to true If PLATFORM_ADMIN_APPLY_CONFIGURATION

IGURATION_TEMPLATE_FORCE you want to use the _TEMPLATE_FORCE="false"
configuration template saved on
the AR System server.
Valid values:
• true
• (Default) false
PLATFORM_ADMIN_AR_SERVER_ Set the minimum and maximum PLATFORM_ADMIN_AR_SERVER_JAVA_OPTS

JAVA_OPTS memory for JVM. =""

PLATFORM_ADMIN_MEMORY_LI Memory Limit for each platform PLATFORM_ADMIN_MEMORY_LIMIT="15Gi"

MIT admin pod.
PLATFORM_ADMIN_MEMORY_R Memory Request for each PLATFORM_ADMIN_MEMORY_REQUEST="1

EQUEST platform admin pod. 0Gi"
PLATFORM_ADMIN_VOLUME_EN Set this parameter to true to PLATFORM_ADMIN_VOLUME_ENABLED="tr

ABLED mount custom certificate in the ue"
pod.
Valid values:
• (Default) true
• false
PLATFORM_ADMIN_VOLUME_M Set this parameter to true to PLATFORM_ADMIN_VOLUME_MOUNT_ENA

OUNT_ENABLED mount custom certificate in the BLED="true"
pod.
Valid values:
• (Default) true
• false
AR connection parameters
Use the following AR connection parameters to establish a connection with an external port:
AR_PASSWORD AR System server password. AR_PASSWORD='Demo123'
AR_USER AR System server user name. AR_USER="Demo"

PLATFORM_ADMIN_EXTERNAL_H IP address of the external load PLATFORM_ADMIN_EXTERNAL_HOST

OST balancer. ="192.0.5.1"
PLATFORM_ADMIN_REPLICA_CO Replica count for the platform admin PLATFORM_ADMIN_REPLICA_COUNT=

UNT pod. "1"
BMC Helix Innovation FTS service parameters

Use the following parameters to set the full-text search (FTS) service:
PLATFORM_FTS_APPL When set to true, uses the FTS configuration PLATFORM_FTS_APPLY_CONFIGURATION

Y_CONFIGURATION_T templates. _TEMPLATE_FORCE="false"
EMPLATE_FORCE
Valid values:
• true
• (Default) false
PLATFORM_FTS_AR_S Insert additional parameters for FTS AR System PLATFORM_FTS_AR_SERVER_JAVA_OPTS

ERVER_JAVA_OPTS server JVM. =""
PLATFORM_FTS_CONF Name of the FTS configuration template. PLATFORM_FTS_CONFIGURATION_TEMP

IGURATION_TEMPLAT LATE_NAME="template1"
E_NAME
PLATFORM_FTS_ENAB Enable FTS services. PLATFORM_FTS_ENABLE_SERVICES=

LE_SERVICES "email_engine,reconciliation,normalizatio
n,approval_plugin,reporting_plugin,diser
ver,flashboard"
PLATFORM_FTS_MEM Memory Request for each platform FTS pod. PLATFORM_FTS_MEMORY_REQUEST="13

ORY_REQUEST Gi"

PLATFORM_FTS_MEM Memory limit for each platform FTS pod. PLATFORM_FTS_MEMORY_LIMIT="18Gi"

ORY_LIMIT
PLATFORM_FTS_REPLI Number of FTS servers. PLATFORM_FTS_REPLICA_COUNT="1"

CA_COUNT
PLATFORM_FTS_VOLU Kubernetes storage class for platform FTS. PLATFORM_FTS_VOLUME_CLAIM_TEMPL

ME_CLAIM_TEMPLATE ATE_STORAGE_CLASS="ceph-rbd-
_STORAGE_CLASS storage"
PLATFORM_FTS_VOLU Set to true to enable custom cacerts. PLATFORM_FTS_VOLUME_ENABLED="tru

ME_ENABLED e"
Valid values:
• (Default) true
• false
PLATFORM_FTS_VOLU Set to true to enable custom cacert. PLATFORM_FTS_VOLUME_MOUNT_ENA

ME_MOUNT_ENABLE BLED="true"
D Valid values:
• (Default) true
• false
BMC Helix Innovation Suite integration service parameters

Use the following parameters to integrate BMC Helix Innovation Suite services:
PLATFORM_INT_APPLY_CONFIGURA When set to true, uses the configuration template. PLATFORM_INT_A

TION_TEMPLATE_FORCE PPLY_CONFIGURA
Valid values: TION_TEMPLATE_
FORCE="false"
• true
• (Default) false

PLATFORM_INT_AR_SERVER_JAVA_ Insert additional parameters to FTS AR System server PLATFORM_INT_A

OPTS JVM. R_SERVER_JAVA_
OPTS=""
PLATFORM_INT_CONFIGURATION_T Name of the configuration template. PLATFORM_INT_C

EMPLATE_NAME ONFIGURATION_T
EMPLATE_NAME=
"template1"
PLATFORM_INT_ENABLE_SERVICES Enable integration services PLATFORM_INT_E

NABLE_SERVICES=
"true"
PLATFORM_INT_INGRESS_ENABLED Enable or disable Ingress creation for platform PLATFORM_INT_I

integration service. NGRESS_ENABLED
="true"
Valid values:
• (Default) true
• false
PLATFORM_INT_INITIMAGE Sequence the deployment process. PLATFORM_INT_I

NITIMAGE="false"
Valid values:
• true — Deployment starts when the admin pod

is up
• (Default) false — Does not wait for the admin pod.
PLATFORM_INT_INGRESS_DOMAIN Ingress domain name. PLATFORM_INT_I

NGRESS_DOMAIN
="$
{CLUSTER_DOMAIN
}"

PLATFORM_INT_INGRESS_HOST Ingress host name. PLATFORM_INT_I

NGRESS_HOST
="$
{CUSTOMER_SERV
ICE_NAME}-$
{
ENVIRONMENT_TYPE
}-restapi"
PLATFORM_INT_MEMORY_LIMIT Integration memory limit. PLATFORM_INT_M

EMORY_LIMIT="1
1Gi"
PLATFORM_INT_MEMORY_REQUES Request to change the memory limit. PLATFORM_INT_M

T EMORY_REQUEST
="9Gi"
PLATFORM_INT_PLATFORM_EXTER Enable access to external services. Enter the external IP PLATFORM_INT_P

NAL_IPS in JSON format. LATFORM_EXTERN
AL_IPS="[10.168.0
.1,10.168.0.2]"
PLATFORM_INT_REPLICA_COUNT Number of servers running the platform integration PLATFORM_INT_R

service. EPLICA_COUNT=1
PLATFORM_INT_ROUTE_DOMAIN Integration service route domain name. PLATFORM_INT_R

OUTE_DOMAIN="s
ervice.com"
PLATFORM_INT_ROUTE_ENABLED Enable or disable route creation for platform integration PLATFORM_INT_R

service. OUTE_ENABLED="
false"
Valid values:
• true
• (Default) false

PLATFORM_INT_ROUTE_HOST Host name. PLATFORM_INT_R

OUTE_HOST="serv
er1.calbro.com"
PLATFORM_INT_VOLUME_ENABLED Set to true to enable custom cacert. PLATFORM_INT_V

OLUME_ENABLED
Valid values: ="true"
• (Default) true
• false
PLATFORM_INT_VOLUME_MOUNT_ Set to true to enable custom cacert. PLATFORM_INT_V

ENABLED OLUME_MOUNT_
Valid values: ENABLED="true"
• (Default) true
• false
AR Service password parameters

Use the following password parameters to set password for platform services:
AR_SERVER_APP_SERVICE_PASS Password to access applications. AR_SERVER_APP_SERVICE_PASSWORD

WORD ="App123"
AR_SERVER_DSO_USER_PASSW Password to access the Distributed AR_SERVER_DSO_USER_PASSWORD="

ORD Server Option. Dso123"
AR_SERVER_MIDTIER_SERVICE_ Password to access Mid Tier. AR_SERVER_MIDTIER_SERVICE_PASSW

PASSWORD ORD="Midtier123"

AR_LOCALE_TO_INSTALL Defines the locale that you want to AR_LOCALE_TO_INSTALL="jp"

install.
BAKEDUSER_HANNAH_ADMIN_ Password for BMC BAKEDUSER_HANNAH_ADMIN_PASSW

PASSWORD Digital Workplace ORD="User123"
administrator user
hannah_admin.
Specify a password that has minimum 8

characters, one upper case character,
one lower case character, and one
special character.
PLATFORM_ADMIN_LICENSE_KE (Fresh install) Pre-generated AR PLATFORM_ADMIN_LICENSE_KEY="xyz

Y System server license key. 23rwrw"
PLATFORM_FTS_PLATFORM_EX External IP address for the platform FTS PLATFORM_FTS_PLATFORM_EXTERNAL

TERNAL_IPS service. _IPS="10.168.0.1,10.168.0.2"
Route parameters
These parameters are not used by operations in the production environment.
PLATFORM_ADMIN_RO (Openshift) Enable or disable creating Route directory PLATFORM_ADMIN_ROUTE_EN

UTE_ENABLED for platform-admin service. ABLED="false"
Valid values:
• true
• false

PLATFORM_ADMIN_RO Route Domain for platform admin service. PLATFORM_ADMIN_ROUTE_D

UTE_DOMAIN OMAIN=""
PLATFORM_ADMIN_RO Route Host for platform admin service. PLATFORM_ADMIN_ROUTE_H

UTE_HOST OST="server1"
PLATFORM_SR_ROUTE_ Domain name for route to platform Smart Reporting PLATFORM_SR_ROUTE_DOMAI

DOMAIN service. N=""
PLATFORM_SR_ROUTE_ (Openshift) Enable or disable route creation for PLATFORM_SR_ROUTE_ENABLE

ENABLED platform BMC Helix ITSM: Smart Reporting service. D="false"
Valid values:
• true
• (Default) false
PLATFORM_SR_ROUTE_ URL for the route host. PLATFORM_SR_ROUTE_HOST="

HOST "
PLATFORM_USER_ROUT Domain name for route to platform user service. PLATFORM_USER_ROUTE_DO

E_DOMAIN MAIN=""
PLATFORM_USER_ROUT Enable or disable the route creation for platform-user PLATFORM_USER_ROUTE_ENA

E_ENABLED service. BLED="false"
Valid values:
• true
• (Default) false
PLATFORM_USER_ROUT Host name. PLATFORM_USER_ROUTE_HOS

E_HOST T="Server1"

Ingress parameters
Set up the Ingress controller for Kubernetes environment.
PLATFORM_ADMIN_INGRESS_ Domain name of the Ingress host. PLATFORM_ADMIN_INGRESS_DOMAI

DOMAIN N="server.calbro.com"
PLATFORM_ADMIN_INGRESS_ Enable or disable Ingress creation for PLATFORM_ADMIN_INGRESS_ENABLE

ENABLED platform admin services. D="false"
Valid values:
• true
• (Default) false
PLATFORM_ADMIN_INGRESS_ URL for the Ingress host. PLATFORM_ADMIN_INGRESS_HOST="

HOST <CUSTOMER_SERVICE_NAME><
ENVIRONMENT_URL>-adminip"
PLATFORM_SR_INGRESS_DOM Domain name. PLATFORM_SR_INGRESS_DOMAIN="s

AIN erver.calbro.com"
PLATFORM_SR_INGRESS_ENAB Enable or disable Ingress creation PLATFORM_SR_INGRESS_ENABLED="f

LED for platform BMC Helix ITSM: Smart alse"
Reporting service.
Valid values:
• true
• (Default) false
PLATFORM_SR_INGRESS_HOST URL for the Ingress host. PLATFORM_SR_INGRESS_HOST="serv

er.calbro.com"

PLATFORM_USER_INGRESS_D User Ingress domain name. This can be PLATFORM_USER_INGRESS_DOMAIN=

OMAIN same as the admin Ingress domain name. "server.calbro.com"
PLATFORM_USER_INGRESS_EN Enable or disable Ingress creation PLATFORM_USER_INGRESS_ENABLED

ABLED for platform-user service. ="true"
Valid values:
• true
• (Default) false
PLATFORM_USER_INGRESS_H URL for the user Ingress host. PLATFORM_ADMIN_INGRESS_HOST="

OST="" <CUSTOMER_SERVICE_NAME><
ENVIRONMENT_URL>-userip"
Platform common services parameters

Use these parameters to define the common services such as, default web path, server alias for the BMC Helix Innovation
Suite:
PLATFORM_COMMON_AR_SERVE Define the server alias. PLATFORM_COMMON_AR_SERVER_

R_ALIAS ALIAS="onbmc-s"
PLATFORM_COMMON_AR_SERVE Configure the domain name. PLATFORM_COMMON_AR_SERVER_

R_DOMAIN DOMAIN="server.calbro.com"

PLATFORM_COMMON_CMDB_RE Configure the URL for redirecting to PLATFORM_COMMON_CMDB_REDI

DIRECT_URL BMC Helix CMDB. RECT_URL=
"https://$
{CUSTOMER_SERVICE_NAME}-$
{ENVIRONMENT_TYPE}-restapi.$
{CLUSTER_DOMAIN}/cmdb/
index.html"
PLATFORM_COMMON_DEFAULT_ Configure the default web path for BMC PLATFORM_COMMON_DEFAULT_W

WEB_PATH Helix Innovation Suite. EB_PATH=
"https://$
{CUSTOMER_SERVICE_NAME}-$
{ENVIRONMENT_TYPE}.$
{CLUSTER_DOMAIN}/arsys"
PLATFORM_COMMON_ENABLE_T Set the flag to enable Transport Layer PLATFORM_COMMON_ENABLE_TLS

LS_INSECURE_PROTOCOLS Security (TLS) insecure protocols. _INSECURE_PROTOCOLS="false"
Valid values:
• true
• (Default) false
If you set the value as false, TLS 1.0
and 1.1 versions are not supported.
Mailbox configuration parameters

Use the following parameters to configure mailbox:
SMTP_HOSTNAME Outgoing mail server name SMTP_HOSTNAME="somehostname"

MAILBOX_NAME Name for your mailbox. MAILBOX_NAME=

"incoming@${CUSTOMER_SERVICE_NAME}-
${ENVIRONMENT_TYPE}-mail.$
{CLUSTER_DOMAIN}"
MAILBOX_PASSWORD Password for mailbox MAILBOX_PASSWORD="password123"
BMC Helix Innovation Suite user service parameters

Use the following parameters to set the user
services:
Parameter name Description Exa

mple
PLATFORM_USER_APPLY_CONFIGURATION_ When set to yes, uses the configuration template. PLAT

TEMPLATE_FORCE FOR
Valid values: M_U
SER_
• true APPL
• (Default) false Y_C
ONFI
GUR
ATIO
N_TE
MPL
ATE_
FOR
CE="
false
"


mple
PLATFORM_USER_AR_SERVER_JAVA_OPTS Insert additional parameters for the INT AR System server PLAT
JVM. FOR
M_U
SER_
AR_S
ERVE
R_JA
VA_
OPTS
=""
PLATFORM_USER_CONFIGURATION_TEMPLA Name of the configuration template. PLAT

TE_NAME FOR
M_U
SER_
CON
FIGU
RATI
ON_
TEM
PLAT
E_N
AME
="te
mpla
te1"


mple
PLATFORM_USER_ENABLE_SERVICES Enable services. PLAT

FOR
M_U
SER_
ENA
BLE_
SERV
ICES
="no
rmali
zatio
n,ap
prov
al_pl
ugin,
repo
rting
_plu
gin,d
iserv
er"
PLATFORM_USER_INITIMAGE Use for sequencing the deployment. PLAT

FOR
Valid values: M_U
SER_
• true — Deploys when the admin pod is up. INITI
• (Default) false — Does not wait for the admin pod. MAG
E="fa
lse"
PLATFORM_USER_MEMORY_LIMIT Memory Limit for each platform user pod. PLAT

FOR
M_U
SER_
ME
MOR
Y_LI
MIT=
"14G
i"


mple
PLATFORM_USER_MEMORY_REQUEST Memory Request for each platform user pod. PLAT

FOR
M_U
SER_
ME
MOR
Y_RE
QUE
ST="
11Gi
"
PLATFORM_USER_PARALLELDEPLOYMENT_E Enable parallel deployment. PLAT

NABLED FOR
Valid values: M_U
SER_
• true PARA
• (Default) false LLEL
DEPL
OYM
ENT_
ENA
BLED
="fal
se"
PLATFORM_USER_PLATFORM_EXTERNAL_IP Enable BMC Helix Innovation Suite to access the external PLAT
S environment. Enter the external IP in JSON format. FOR
M_U
SER_
PLAT
FOR
M_E
XTER
NAL_
IPS="
10.1
68.0.
1,10.
168.
0.2"


mple
PLATFORM_USER_REPLICA_COUNT Replica count for the platform user pod. PLAT

FOR
M_U
SER_
REPL
ICA_
COU
NT=1
#
Pod
coun
t-
repli
cas
PLATFORM_USER_VOLUME_ENABLED Set to true to enable custom cacerts. PLAT

FOR
Valid values: M_U
SER_
• (Default) true VOL
• false UME
_EN
ABLE
D="t
rue"
PLATFORM_USER_VOLUME_MOUNT_ENABL Set to true to enable custom cacerts. PLAT

ED FOR
Valid values: M_U
SER_
• (Default) true VOL
• false UME
_MO
UNT
_EN
ABLE
D="t
rue"
BMC Helix ITSM: Smart Reporting service parameters

Use the following parameters to set the Smart Reporting service:

PLATFORM_SR_APPLY_CONFIGURAT Use the configuration PLATFORM_SR_APPLY_CONFIGURATION_TE

ION_TEMPLATE_FORCE template. MPLATE_FORCE="false"
Valid values:
• true
• (Default) false
PLATFORM_SR_AR_SERVER_JAVA_O Insert additional parameters PLATFORM_SR_AR_SERVER_JAVA_OPTS=""

PTS to SR AR Server JVM.
PLATFORM_SR_CONFIGURATION_TE Name of the configuration PLATFORM_SR_CONFIGURATION_TEMPLAT

MPLATE_NAME template E_NAME="template1"
PLATFORM_SR_INITIMAGE Define the sequence of the PLATFORM_SR_INITIMAGE="false"

deployment.
Valid values:
• true — Start the

deployment after the
admin pod is up.
• (Default) false — Do not
wait for the admin pod.
PLATFORM_SR_MEMORY_LIMIT Memory limit for each PLATFORM_SR_MEMORY_LIMIT="11Gi"

platform BMC Helix ITSM:
Smart Reporting pod.
PLATFORM_SR_REPLICA_COUNT Replica Count for PLATFORM_SR_REPLICA_COUNT

platform BMC Helix ITSM:
Smart Reporting pod.

PLATFORM_SR_VOLUME_ENABLED Set to true to enable custom PLATFORM_SR_VOLUME_ENABLED="false"

cacerts.
Valid values:
• true
• (Default) false
PLATFORM_SR_VOLUME_MOUNT_E Set to true to enable custom PLATFORM_SR_VOLUME_MOUNT_ENABLE

NABLED cacerts. D="false"
Valid values:
• true
• (Default) false
BMC Helix Innovation Suite license parameters

Use the following parameters to configure application licenses:
LICENSE_REMEDY_SERVICE_DESK_CONC Number of floating licenses for LICENSE_REMEDY_SERVICE_DESK_CO

URRENT_USER BMC Helix ITSM: Service Desk NCURRENT_USER
concurrent user. ="10"
LICENSE_REMEDY_SERVICE_DESK_USER Number of fixed licenses for LICENSE_REMEDY_SERVICE_DESK_USE

BMC Helix ITSM: Service Desk R
user. ="3"
LICENSE_REMEDY_SERVICE_MANAGEM Number of floating licenses for LICENSE_REMEDY_SERVICE_MANAGE

ENT_SUITE_CONCURRENT_USER BMC Helix Innovation Suite MENT_SUITE_CONCURRENT_USER
concurrent user. ="5"

LICENSE_REMEDY_SERVICE_MANAGEM Number of fixed licenses for LICENSE_REMEDY_SERVICE_MANAGE

ENT_SUITE_USER BMC Helix ITSM Suite user. MENT_SUITE_USER
="2"
LICENSE_REMEDY_SERVICE_OPTIMIZATI Number of floating licenses for LICENSE_REMEDY_SERVICE_OPTIMIZA

ON_CONCURRENT_USER service optimization concurrent TION_CONCURRENT_USER
user. ="4"
LICENSE_REMEDY_SERVICE_OPTIMIZATI Number of fixed licenses for LICENSE_REMEDY_SERVICE_OPTIMIZA

ON_USER service optimization user. TION_USER
="3"
BMC Helix Innovation Suite tenant parameters

Use the following parameters to configure a tenant:
HELIX_PLATFORM_NAMED_LIC Number of Helix platform users. HELIX_PLATFORM_NAMED_LIC=100
PLATFORM_TENANT_CREATE Determines whether to create tenants. PLATFORM_TENANT_CREATE="true"
Valid values:
• (Default) true
• false
TENANT_DOMAIN Tenant domain. TENANT_DOMAIN="petramco.com"
TENANT_ID Tenant identifier. TENANT_ID="Petramco"
TENANT_HOST_NAME Fully qualified host name used in BMC TENANT_HOST_NAME="petramco1-

Helix Innovation Suite URL. is.onbmc.com"

TENANT_NAME Tenant name. TENANT_NAME="Petramco"
BMC Helix Innovation Suite Web API parameters

Use the following parameters to use WEB API:
WEBAPI_CONN_CREATE Web API connection name. The name must WEBAPI_CONN_CREATE="true"

be unique.
Valid values:
• (Default) true
• false
WEBAPI_HOST_NAME Web API host name. WEBAPI_HOST_NAME

="${CUSTOMER_SERVICE_NAME}-$
{ENVIRONMENT_TYPE}-is.$
{CLUSTER_DOMAIN}"
WEBAPI_PORT Port where Web API are configured. WEBAPI_PORT="443"
Mid Tier parameters in the deployment input configuration file

Set up Mid Tier by using the common, root, and Ingress parameters.
Related topics
 Important
The customertemplate.sh file contains several parameters, however, the configuration file
deployment

input configuration
file
Common parameters
MIDTIER_COMMON_ESCH Configure the common URL MIDTIER_COMMON_ESCHAT_SERVER_URL=

AT_SERVER_URL for Live Chat deployment. "https://${CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}-vchat.${CLUSTER_DOMAIN}/eschat"
MIDTIER_COMMON_RSSO Project name or Kubernetes MIDTIER_COMMON_RSSO_AGENTID="$

_AGENTID namespace for BMC Helix {CUSTOMER_SERVICE_NAME}-${ENVIRONMENT}"
Single Sign-On Agent ID.
Ingress parameters
MIDTIER_INT_INGRESS_EN Enable or disable Ingress MIDTIER_INT_INGRESS_ENABLED="true"

ABLED creation for Mid Tier
integration service.
Valid values:
• (Default) true
• false
MIDTIER_INT_INGRESS_D Ingress domain name. MIDTIER_INT_INGRESS_DOMAIN="${CLUSTER_DOMAIN}"

OMAIN
MIDTIER_INT_INGRESS_H URL name of Ingress to MIDTIER_INT_INGRESS_HOST="$

OST Mid Tier. {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}-int"

MIDTIER_USER_INGRESS_E Enable or disable Ingress MIDTIER_USER_INGRESS_ENABLED="true"

NABLED creation for Mid Tier
user service.
Valid values:
• (Default) true
• false
MIDTIER_USER_INGRESS_ User Ingress domain name. MIDTIER_USER_INGRESS_DOMAIN="$

DOMAIN This can be same as the {CLUSTER_DOMAIN}"
admin Ingress domain
name.
MIDTIER_USER_INGRESS_ URL for the user Ingress MIDTIER_USER_INGRESS_HOST="$

HOST host. {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}"
Root parameters
MIDTIER_INT_ROUTE_ENA (OpenShift only) Enable or MIDTIER_INT_ROUTE_ENABLED="false"

BLED disable route creation for
Mid Tier integration service
Valid values:
• true
• (Default) false.
MIDTIER_INT_ROUTE_DO Integration service route MIDTIER_INT_ROUTE_DOMAIN="${CLUSTER_DOMAIN}"

MAIN domain name.
MIDTIER_INT_ROUTE_HOS Host name. MIDTIER_INT_ROUTE_HOST="$

T {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}-int"

MIDTIER_USER_ROUTE_EN Enable or disable route MIDTIER_USER_ROUTE_ENABLED="false"

ABLED creation for Mid Tier user
service.
Valid values:
• true
• (Default) false
MIDTIER_USER_ROUTE_D Domain name for route to MIDTIER_USER_ROUTE_DOMAIN="${CLUSTER_DOMAIN}"

OMAIN Mid Tier user service.
MIDTIER_USER_ROUTE_H URL name of Ingress to MIDTIER_USER_ROUTE_HOST="$

OST Mid Tier. {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}"
Mid Tier user service parameters

Use the following parameters to set the Mid Tier service:
MIDTIER_USER_MEMORY_LIMIT Memory Limit for each Mid Tier user MIDTIER_USER_MEMORY_LIMIT="8Gi

pod. "
MIDTIER_USER_MEMORY_REQUE Memory Request for each Mid Tier MIDTIER_USER_MEMORY_REQUEST="

ST user pod. 8Gi"
MIDTIER_USER_REPLICA_COUNT Replica Count for Mid Tier user pod. MIDTIER_USER_REPLICA_COUNT="1"

MIDTIER_USER_VOLUME_CLAIM_ Kubernetes storage class MIDTIER_USER_VOLUME_CLAIM_TEM

TEMPLATE_STORAGE_CLASS forMid Tier user. PLATE_STORAGE_CLASS="ceph-rbd-
storage"
MIDTIER_USER_VOLUME_ENABLE Set this parameter to true to mount MIDTIER_USER_VOLUME_ENABLED="

D custom certificate in the pod. true"
Valid values:
• (Default) true
• false
MIDTIER_USER_VOLUME_MOUNT Set this parameter to true to mount MIDTIER_USER_VOLUME_MOUNT_EN

_ENABLED custom certificate in the pod. ABLED="true"
Valid values:
• (Default) true
• false
Mid Tier integration service parameters

Use the following parameters to integrate the Mid Tier service:

mpl
e
MIDTIER_INT_MEMORY_LIMIT Integration memory limit. MID

TIER
_INT
_ME
MO
RY_L
IMIT
="2
Gi"


mpl
e
MIDTIER_INT_MEMORY_REQUEST Request to change the memory limit. MID

TIER
_INT
_ME
MO
RY_
REQ
UES
T="2
Gi"
MIDTIER_INT_REPLICA_COUNT Replica Count for the Mid Tier integration pod. MID
TIER
_INT
_RE
PLIC
A_C
OUN
T="1
"
MIDTIER_INT_VOLUME_CLAIM_TEMPLA Valid values: MID

TE_ENABLED TIER
• (Default) true _INT
• false _VO
LUM
E_CL
AIM
_TE
MPL
ATE_
ENA
BLE
D="t
rue"


mpl
e
MIDTIER_INT_VOLUME_CLAIM_TEMPLA Kubernetes storage class for Mid Tierintegration. MID

TE_STORAGE_CLASS TIER
_INT
_VO
LUM
E_CL
AIM
_TE
MPL
ATE_
STO
RAG
E_CL
ASS
="ce
ph-
rbd-
stor
age"
MIDTIER_INT_VOLUME_CLAIM_TEMPLA Kubernetes storage class size for Mid Tierintegration. MID

TE_STORAGE_SIZE TIER
_INT
_VO
LUM
E_CL
AIM
_TE
MPL
ATE_
STO
RAG
E_SI
ZE="
2Gi"


mpl
e
MIDTIER_INT_VOLUME_ENABLED Set to true to enable custom cacert. MID

TIER
Valid values: _INT
_VO
• (Default) true LUM
• false E_E
NAB
LED
="tr
ue"
MIDTIER_INT_VOLUME_MOUNT_ENABL Set to true to enable custom cacert. MID

ED TIER
Valid values: _INT
_VO
• (Default) true LUM
• false E_M
OUN
T_E
NAB
LED
="tr
ue"
Smart IT parameters in the deployment input configuration file

Use the BMC Helix ITSM: Smart ITparameters to set the database, password, or BMC
Related topics
Helix ITSM: Smart IT integration options.
Setting up the
 Important
deployment input
The customertemplate.sh file contains several parameters, however, configuration file
the following table lists only those parameters that used for deploying Inventory parameters in
BMC Helix IT Service Management on-premises. the deployment input
configuration file
The following table describes various parameters that you set for BMC Helix ITSM: Smart IT:

Parameter Description Example

name
SMARTIT_IS_SE Determines the connection type. SMARTIT_IS_SECURE_PROTOCOL="true"

CURE_PROTOC
OL Valid values:
• (Default) true
• false
SMARTIT_PORT Port whereBMC Helix ITSM: SMARTIT_PORT="443"

Smart IT is configured.
Smart IT database parameters
SMARTIT_DB_ Set this parameter to true when SMARTIT_DB_ALWAYS_ON="Yes"

ALWAYS_ON MS SQL database runs in a
cluster.
Valid values:
• (Default) Yes
• No
SMARTIT_DB_ Host name for the database. SMARTIT_DB_HOSTNAME="DATABASE_HOST_NAME"

HOSTNAME
SMARTIT_DB_I Named MS SQL server. If you SMARTIT_DB_INSTANCE="test"

NSTANCE have a cluster, you can name
the cluster.
SMARTIT_DB_ Name of the database. SMARTIT_DB_NAME= "${CUSTOMER_SERVICE_NAME}_$

NAME For Oracle database, {DB_ENVIRONMENT}_smartit"
enter the ORACLE
SERVICE name.


name
SMARTIT_DB_P Port number where the SMARTIT_DB_PORT="5432"

ORT database is set.
SMARTIT_DB_T Database type. SMARTIT_DB_TYPE="postgres"

YPE
Valid values:
• oracle
• postgres
• sql
Smart IT database system parameters
SMARTIT_DB_S BMC Helix ITSM: Smart IT system SMARTIT_DB_USER_SYSTEM= "${CUSTOMER_SERVICE_NAME}_$

YSTEM_USER schema user name. {DB_ENVIRONMENT}
_smartit_systemadmin"
SMARTIT_DB_S Password for the BMC Helix SMARTIT_DB_PASSWORD_SYSTEM="Agimil89"

YSTEM_PASSW ITSM: Smart IT database.
ORD
Smart IT database business parameters
SMARTIT_DB_B BMC Helix ITSM: Smart IT system SMARTIT_DB_USER_BUSINESS= "${CUSTOMER_SERVICE_NAME}_$

USINESS_USER business user name. {DB_ENVIRONMENT}
_smartit_businessadmin"
SMARTIT_DB_B BMC Helix ITSM: Smart IT system SMARTIT_DB_PASSWORD_BUSINESS="Testl89"

USINESS_PASS business user password.
WORD
Smart IT database password parameters


name
SMARTIT_CHAT Chat server admin user login SMARTIT_CHAT_SERVER_ADMIN_LOGIN="admin"

_SERVER_ADMI name.
N_LOGIN
SMARTIT_CHAT Chat server admin user SMARTIT_CHAT_SERVER_ADMIN_PASSWORD="admin"

_SERVER_ADMI password.
N_PASSWORD
SMARTIT_CHAT Chat server Bidirectional- SMARTIT_CHAT_SERVER_ADMIN_BOSH_URL="https://

_SERVER_ADMI streams Over Synchronous HTTP <smartit-ingress>/http-bind/"
N_BOSH_URL (BOSH) URL.
SMARTIT_CHAT Chat server admin port. SMARTIT_CHAT_SERVER_ADMIN_CLIENT_PORT="5222"

_SERVER_ADMI
N_CLIENT_POR
T
SMARTIT_CHAT Chat server admin host name. SMARTIT_CHAT_SERVER_ADMIN_CM_HOST="openfire"

_SERVER_ADMI
N_CM_HOST
SMARTIT_CHAT Chat server admin domain. SMARTIT_CHAT_SERVER_ADMIN_DOMAIN="openfire"

_SERVER_ADMI
N_DOMAIN
SMART IT Integration URLs parameters
SMARTIT_MAS URL to access BMC Helix Digital SMARTIT_MASTER_DWP_URL= "https://$

TER_DWP_URL Workplace. {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}-dwp.
${CLUSTER_DOMAIN}"
SMARTIT_MAS Chat server URL. SMARTIT_MASTER_ES_CHAT_URL= "https://$

TER_ES_CHAT_ {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}-vchat.
URL ${CLUSTER_DOMAIN}"


name
SMARTIT_MAS URL to access Mid Tier. SMARTIT_MASTER_MIDTIER_BASE_URL= "https://$

TER_MIDTIER_ {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}.$
BASE_URL {CLUSTER_DOMAIN}"
SMARTIT_MAS URL to access the BMC Helix SMARTIT_MASTER_SMARTIT_URL= "https://$

TER_SMARTIT_ ITSM: Smart ITURL. {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}-
URL smartit.${CLUSTER_DOMAIN}"
Ingress parameters
SMARTIT_MAS The domain name to access SMARTIT_MASTER_INGRESS_DOMAIN="${CLUSTER_DOMAIN}"

TER_INGRESS_ BMC Helix ITSM: Smart ITURL
DOMAIN when using the Rancher cluster.
SMARTIT_MAS When enabled, creates a BMC SMARTIT_MASTER_INGRESS_ENABLED="true"

TER_INGRESS_ Helix ITSM: Smart ITURL on the
ENABLED master server.
Valid values:
• (Default) true
• false
SMARTIT_MAS Domain name to create BMC SMARTIT_MASTER_INGRESS_OST= "$

TER_INGRESS_ Helix ITSM: Smart ITURL on the {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}-smartit"
HOST master server.


name
SMARTIT_SLAV Domain name to create BMC SMARTIT_SLAVE_INGRESS_ENABLED="true"

E_INGRESS_EN Helix ITSM: Smart IT URL on
ABLED other servers.
Valid values:
• (Default) true
• false
SMARTIT_SLAV When enabled, creates a BMC SMARTIT_SLAVE_INGRESS_DOMAIN="${CLUSTER_DOMAIN}"

E_INGRESS_DO Helix ITSM: Smart ITURL on
MAIN other servers.
SMARTIT_SLAV Domain name to create BMC SMARTIT_SLAVE_INGRESS_HOST="${CUSTOMER_SERVICE_NAME}

E_INGRESS_HO Helix ITSM: Smart ITURL on ${ENVIRONMENT_URL}-smartit"
ST other servers.
Root parameters
SMARTIT_MAS On the master server, create SMARTIT_MASTER_ROUTE_ENABLED="false"

TER_ROUTE_E BMC Helix ITSM: Smart ITURL by
NABLED using the OpenShift cluster.
Valid values:
• true
• (Default) false
SMARTIT_MAS When enabled, creates a BMC SMARTIT_MASTER_ROUTE_DOMAIN="${CLUSTER_DOMAIN}"

TER_ROUTE_D Helix ITSM: Smart IT URL on the
OMAIN master server.
SMARTIT_MAS Domain name to create BMC SMARTIT_MASTER_ROUTE_HOST= "$

TER_ROUTE_H Helix ITSM: Smart ITURL on the {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}-smartit"
OST master server.


name
SMARTIT_SLAV On other servers, create BMC SMARTIT_SLAVE_ROUTE_ENABLED="false"

E_ROUTE_ENA Helix ITSM: Smart IT URL by
BLED using the OpenShift cluster.
Valid values:
• true
• (Default) false
SMARTIT_SLAV When enabled, creates a BMC SMARTIT_SLAVE_ROUTE_DOMAIN="${CLUSTER_DOMAIN}"

E_ROUTE_DOM Helix ITSM: Smart IT URL on
AIN other servers.
SMARTIT_SLAV Domain name to create BMC SMARTIT_SLAVE_ROUTE_HOST= "$

E_ROUTE_HOS Helix ITSM: Smart ITURL on othe {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}-smartit"
T servers.
Smart IT Master service parameters
SMARTIT_MAS Memory limit for the BMC Helix SMARTIT_MASTER_MEMORY_LIMIT="8Gi"

TER_MEMORY_ ITSM: Smart IT pod.
LIMIT
SMARTIT_MAS Memory request for the BMC SMARTIT_MASTER_MEMORY_REQUEST="7Gi"

TER_MEMORY_ Helix ITSM: Smart IT pod.
REQUEST
SMARTIT_MAS Number of master servers you SMARTIT_MASTER_REPLICA_COUNT=1

TER_REPLICA_C want to run.
OUNT


name
SMARTIT_MAS Enable or disable volumes for SMARTIT_MASTER_VOLUME_ENABLED="true"

TER_VOLUME_ pods for master, this required for
ENABLED custom cacerts.
Valid values:
• (Default) true
• false
SMARTIT_MAS Enable or disable volume mount SMARTIT_MASTER_VOLUME_MOUNT_ENABLED="true"

TER_VOLUME_ inside pods for master, this
MOUNT_ENAB required for custom cacerts.
LED
Valid values:
• (Default) true
• false
Smart IT Slave service parameters
SMARTIT_SLAV Memory limit for the BMC Helix SMARTIT_SLAVE_MEMORY_LIMIT="8Gi"

E_MEMORY_LI ITSM: Smart IT pod.
MIT
SMARTIT_SLAV Memory request for the BMC SMARTIT_SLAVE_MEMORY_REQUEST="7Gi"

E_MEMORY_RE Helix ITSM: Smart IT pod.
QUEST
SMARTIT_SLAV Number of other BMC Helix SMARTIT_SLAVE_REPLICA_COUNT=1

E_REPLICA_CO ITSM: Smart ITnodes.
UNT
SMARTIT_SLAV Enable or disable volumes for SMARTIT_SLAVE_VOLUME_ENABLED="true"

E_VOLUME_EN pods for slave, this required for
ABLED custom cacerts.
Valid values:
• (Default) true
• false


name
SMARTIT_SLAV Enable or disable volume mount SMARTIT_SLAVE_VOLUME_MOUNT_ENABLED="true"

E_VOLUME_M inside pods for slave, this
OUNT_ENABLE required for custom cacerts.
D
Valid values:
• (Default) true
• false
Smart Reporting parameters in the deployment input configuration file

Use the BMC Helix ITSM: Smart Reportingparameters to set the database, password,
Related topics
and other BMC Helix ITSM: Smart Reporting options.
Setting up the
 Important
deployment input
The customertemplate.sh file contains several parameters. However, the configuration file
following table lists only those parameters that are used for deploying Inventory parameters in
configuration file
The following table describes various parameters that you must set for Smart Reporting:
SMARTREPORTING_EXTER Cross launch a shared report to SMARTREPORTING_EXTERNAL_INSTANCE_BA

NAL_INSTANCE_BASE_URL Mid Tier. SE_URL=
"https://${CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}-sr.${CLUSTER_DOMAIN}/
AdminConsole/sharereport.jsp/"
SMARTREPORTING_REPOR Configure time (in seconds) to run a SMARTREPORTING_REPORTS_EXECUTIONQUE

TS_EXECUTIONQUEUE_INIT report. UE_INITIAL_WAITTIME="5"
IAL_WAITTIME

Smart Reporting database parameters
SMARTREPORTING_DB_AL (Microsoft SQL) Setup the clustered SMARTREPORTING_DB_ALWAYS_ON="Yes"

WAYS_ON database.
Valid values:
• (Default) Yes
• No
SMARTREPORTING_DB_HO Database host name. SMARTREPORTING_DB_HOSTNAME="

STNAME DATABASE_HOST_NAME"
SMARTREPORTING_DB_INS Database instance name SMARTREPORTING_DB_INSTANCE_NAME="

TANCE_NAME DATABASE_INSTANCE_NAME"
SMARTREPORTING_DB_NA Name of the BMC Helix ITSM: Smart SMARTREPORTING_DB_NAME= "$

ME Reporting database. {CUSTOMER_SERVICE_NAME}_$
{DB_ENVIRONMENT}_sr"
SMARTREPORTING_DB_PA Password for the BMC Helix ITSM: SMARTREPORTING_DB_PASSWORD="SR#Adm

SSWORD Smart Reporting database. in#"
SMARTREPORTING_DB_PO Port where the BMC Helix ITSM: SMARTREPORTING_DB_PORT="5432"

RT Smart Reporting database is
configured.

SMARTREPORTING_DB_TY Type of the BMC Helix ITSM: Smart SMARTREPORTING_DB_TYPE="postgres"

PE Reporting database.
Valid values:
• oracle
• postgres
• sql
SMARTREPORTING_DB_USER= "$
SMARTREPORTING_DB_US BMC Helix ITSM: Smart Reporting
{CUSTOMER_SERVICE_NAME}_$
ER database administrator.
{DB_ENVIRONMENT}_sradmin"
Smart Reporting database password parameters
SMARTREPORTING_ADMIN Current password for the database SMARTREPORTING_ADMIN_CURRENT_PASSW

_CURRENT_PASSWORD administrator. ORD="siadmin"
SMARTREPORTING_ADMIN New password for the the database SMARTREPORTING_ADMIN_NEW_PASSWORD

_NEW_PASSWORD administrator. ="siadmin1"
SMARTREPORTING_ADMIN Admin user of the BMC Helix ITSM: SMARTREPORTING_ADMIN_USER="siadmin"

_USER Smart Reporting database.
SMARTREPORTING_REPOR The maximum number of days SMARTREPORTING_REPORTS_EVENT_CACHE_

TS_EVENT_CACHE_MAX_D for which event objects are MAX_DAYS="30"
AYS stored in cache.
SMARTREPORTING_REPOR Define cache size for BMC Helix ITSM: SMARTREPORTING_REPORTS_EVENT_CACHE_

TS_EVENT_CACHE_SIZE Smart Reporting events. SIZE="20000"

SMARTREPORTING_REPOR Define the translation cache size. SMARTREPORTING_REPORTS_TRANSLATION_

TS_TRANSLATION_CACHE_ CACHE_SIZE="5000"
SIZE
SMARTREPORTING_SERVIC Admin user's password for the BMC SMARTREPORTING_SERVICE_USER_PASSWOR

E_USER_PASSWORD Helix ITSM: Smart Reporting D="siadmin"
database.
Ingress parameters
SMARTREPORTING_INGRES Enable or disable Ingress creation for SMARTREPORTING_INGRESS_ENABLED="true

S_ENABLED BMC Helix ITSM: Smart Reporting "
service.
Valid values:
• (Default) true
• false
SMARTREPORTING_INGRES Ingress domain name. SMARTREPORTING_INGRESS_DOMAIN="$

S_DOMAIN {CLUSTER_DOMAIN}"
SMARTREPORTING_INGRES Ingress host URL. SMARTREPORTING_INGRESS_HOST= "$

S_HOST {CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}-sr"
Route parameters
SMARTREPORTING_ROUTE Enable or disable route creation for SMARTREPORTING_ROUTE_ENABLED="false"

_ENABLED BMC Helix ITSM: Smart Reporting
service.
Valid values:
• true
• (Default) false

SMARTREPORTING_ROUTE Integration service route domain SMARTREPORTING_ROUTE_DOMAIN="$

_DOMAIN name. {CLUSTER_DOMAIN}"
SMARTREPORTING_ROUTE Rout host URL. SMARTREPORTING_ROUTE_HOST= "$

_HOST {CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}-sr"
Smart Reporting deployment parameters
SMARTREPORTING_MEMO Memory Limit for each BMC Helix SMARTREPORTING_MEMORY_LIMIT="10Gi"

RY_LIMIT ITSM: Smart Reporting user pod.
SMARTREPORTING_MEMO Memory Request for each BMC Helix SMARTREPORTING_MEMORY_REQUEST="9Gi

RY_REQUEST ITSM: Smart Reporting user pod. "
SMARTREPORTING_REPLIC Replica count for the BMC Helix ITSM: SMARTREPORTING_REPLICA_COUNT="1"

A_COUNT Smart Reporting user pod.
Atrium Web Services parameters in the deployment input configuration file

Use the Atrium Web Services parameters to set the UDDI registry.
Related topics
 Important
Setting up the
configuration file
Atrium Web services parameters

The following table describes various parameters that you set for Atrium Web services:

ATWS_MEMORY_LIMIT Memory limit for each pod. ATWS_MEMORY_LIMIT="2048MB"
ATWS_MEMORY_REQUEST Memory Request for each pod. ATWS_MEMORY_REQUEST="1024M

B"
ATWS_REPLICA_COUNT Replica count for each pod. ATWS_REPLICA_COUNT="1"
ATWS_SVC_NAME URL to access ATWS service. ATWS_SVC_NAME= "$

{CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}-atws.$
{CLUSTER_DOMAIN}"
ATWS_UDDI_ADMIN_PASSWOR Password for Universal ATWS_UDDI_ADMIN_PASSWORD="a

D Description, Discovery and dmin"
Integration (UDDI) administrator.
ATWS_UDDI_ADMIN_USERNAM Universal Description, Discovery and ATWS_UDDI_ADMIN_USERNAME="a

E Integration (UDDI) administrator dmin"
user name.
ATWS_UDDI_DB_NAME ORACLE SERVICE name for Oracle DB type ATWS_UDDI_DB_NAME="Database1

UDDI database name. "
ATWS_UDDI_DB_SERVER_NAME UDDI database host name. ATWS_UDDI_DB_SERVER_NAME="d

atabase1"
ATWS_UDDI_DB_SERVER_PORT Port number where the UDDI database ATWS_UDDI_DB_SERVER_PORT="54

server is configured. 32"

ATWS_UDDI_DB_TYPE Type of the database. ATWS_UDDI_DB_TYPE="postgres"
Valid values:
• oracle
• postgres
• sql
ATWS_UDDI_DB_USERNAME User name of the UDDI database. ATWS_UDDI_DB_USERNAME="bmc

User"
ATWS_UDDI_DB_USER_PASSWO Password for the database user. ATWS_UDDI_DB_USER_PASSWORD=

RD "bmcUser123"
Ingress parameters
ATWS_INGRESS_ENABLED Enable or disable Ingress creation. ATWS_INGRESS_ENABLED="true"
Valid values:
• (Default) true
• false
ATWS_INGRESS_DOMAIN Domain name of the Ingress host. ATWS_INGRESS_DOMAIN="$

{CLUSTER_DOMAIN}"
ATWS_INGRESS_HOST URL for the Atrium Web Service Ingress ATWS_INGRESS_HOST="petramco.c

host. om"
Route parameters

ATWS_ROUTE_ENABLED (Openshift) Enable or disable creating ATWS_ROUTE_ENABLED="false"

Route directory.
Valid values:
• true
• (Default) false
ATWS_ROUTE_DOMAIN Route Domain. ATWS_ROUTE_DOMAIN="$

{CLUSTER_DOMAIN}"
ATWS_ROUTE_HOST Route Host ATWS_ROUTE_HOST="server1"
Drift Management parameters

The following table describes various parameters to configure Drift Management:
DRIFTMANAGEMENTPLUGIN Flag to enable Drift Management plug- DRIFTMANAGEMENTPLUGIN="true"

in.
Valid values:
• true
• (Default) false
DRIFTPLUGIN_REPLICA_COUNT Replica count for Drift DRIFTPLUGIN_REPLICA_COUNT="1"

Management plug-in.
DRIFTPLUGIN_JAVA_MAX_HEAP_SI Maximum heap size for Drift DRIFTPLUGIN_JAVA_MAX_HEAP_SIZ

ZE Management plug-in. E=""
DRIFTPLUGIN_JAVA_MIN_HEAP_SI Minimum heap size for Drift DRIFTPLUGIN_JAVA_MIN_HEAP_SIZE

ZE Management plug-in. =""

DRIFTPLUGIN_MEMORY_REQUEST Memory request for Drift DRIFTPLUGIN_MEMORY_REQUEST="

Management plug-in. "
DRIFTPLUGIN_CPU_REQUEST CPU request for Drift Management plug- DRIFTPLUGIN_CPU_REQUEST=""

in.
DRIFTPLUGIN_MEMORY_LIMIT Memory limit for Drift DRIFTPLUGIN_MEMORY_LIMIT=""

Management plug-in.
DRIFTPLUGIN_CPU_LIMIT CPU limit for Drift Management plug-in. DRIFTPLUGIN_CPU_LIMIT=""
DRIFTPLUGIN_VOLUME_MOUNT_ Flag to enable volume mount for Drift DRIFTPLUGIN_VOLUME_MOUNT_EN

ENABLED Management plug-in. ABLED="false"
Valid values:
• true
• false
DRIFTPLUGIN_VOLUME_ENABLED Flag to enable storage for Drift DRIFTPLUGIN_VOLUME_ENABLED="

Management plug-in. false"
Valid values:
• true
• false
Live Chat parameters in the deployment input configuration file
Related topics
Use BMC Live Chatparameters to setup up the chat options.
Setting up the
deployment input
 Important
configuration file
The customertemplate.sh file contains several parameters, however, the Inventory parameters in
following table lists only those parameters that are used for deploying the deployment input
BMC Helix IT Service Management on-premises. configuration file

The following table describes Live Chat options that you can set:
VC_CHAT_PRODUCT Chat product that you want to VC_CHAT_PRODUCT="livechat"

use.
Valid values:
• Live Chat
• Virtual Chat
VC_LB_SERVER_NAME Server URL for a single Mid Tier Single server example:
server, or a load balanced system.
http(s)://MidTierServer:port#/eschat/rest/cns
Load balanced setup example:
Add the mid-tier servers separated by a semi colon, as

shown in the following examples:
http(s)://
LoadBalancerServer;MidTierServerA:port#;MidTierSer
verB:port#]/eschat/rest/cns
VC_LB_PORT Port number for load balancer VC_LB_PORT="443"

where BMC Live Chatis
configured or installed.
VC_LB_PROTOCOL HTTP protocol to use. VC_LB_PROTOCOL="https"
VC_PROXY_USER_LOGI User with AR admin permission VC_PROXY_USER_LOGIN_NAME="VC_Admin54367"

N_NAME to be used as proxy user.

VC_PROXY_USER_PASS Password for the proxy user. VC_PROXY_USER_PASSWORD='P@ssw0rd'

WORD
VC_RKM_PASSWORD Password for the user VC_RKM_PASSWORD='P@ssw0rd'

VC_RKM_USER_NAME.
VC_RKM_USER_NAME User with Knowledge Admin VC_RKM_USER_NAME="RKM_Admin54367"

permission to be used as RKM
proxy user. Must be different
from
VC_PROXY_USER_LOGIN_NAME.
VIRTUALCHATSERVER_B URL to access BMC Helix Business VIRTUALCHATSERVER_BWF_URL=

WF_URL Workflows. "https://${CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}-is.${CLUSTER_DOMAIN}"
VIRTUALCHATSERVER_ Memory Limit for the BMC Live VIRTUALCHATSERVER_MEMORY_LIMIT="2048Mi"

MEMORY_LIMIT Chat server.
VIRTUALCHATSERVER_ Memory Request for each BMC VIRTUALCHATSERVER_MEMORY_REQUEST="1024Mi"

MEMORY_REQUEST Live Chatpod.
VIRTUALCHATSERVER_ URL to access Mid Tier. VIRTUALCHATSERVER_MIDTIER_URL=

MIDTIER_URL "https://${CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}.${CLUSTER_DOMAIN}"
VIRTUALCHATSERVER_R Replica count for BMC Live VIRTUALCHATSERVER_REPLICA_COUNT="1"

EPLICA_COUNT Chatpod.

VIRTUALCHATSERVER_S URL to access BMC Helix ITSM: VIRTUALCHATSERVER_SMARTIT_URL=

MARTIT_URL Smart IT. "https://${CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}-smartit.${CLUSTER_DOMAIN}"
Ingress parameters
VIRTUALCHATSERVER_I Enable or disable Ingress. VIRTUALCHATSERVER_INGRESS_ENABLED="true"

NGRESS_ENABLED
Valid values:
• (Default) true
• false
VIRTUALCHATSERVER_I Ingress domain name. VIRTUALCHATSERVER_INGRESS_DOMAIN="$

NGRESS_DOMAIN {CLUSTER_DOMAIN}"
VIRTUALCHATSERVER_I Ingress host name. VIRTUALCHATSERVER_INGRESS_HOST= "$

NGRESS_HOST {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}-
vchat"
Root parameters
VIRTUALCHATSERVER_R Enable or disable route creation. VIRTUALCHATSERVER_ROUTE_ENABLED="false"

OUTE_ENABLED
Valid values:
• true
• (Default) false
VIRTUALCHATSERVER_R Route Domain for BMC Live Chat. VIRTUALCHATSERVER_ROUTE_DOMAIN="$

OUTE_DOMAIN {CLUSTER_DOMAIN}"
VIRTUALCHATSERVER_R Route host for BMC Live Chat VIRTUALCHATSERVER_ROUTE_HO.ST= "$

OUTE_HOST {CUSTOMER_SERVICE_NAME}${ENVIRONMENT_URL}-
vchat"

BMC Helix Virtual Agent plug-in parameters
VIRTUALCHATPLUGIN_ Memory Limit for each BMC Live VIRTUALCHATPLUGIN_MEMORY_LIMIT="1Gi"

MEMORY_LIMIT Chat pod.
VIRTUALCHATPLUGIN_ Memory Request for each BMC VIRTUALCHATPLUGIN_MEMORY_REQUEST="0.5Gi"

MEMORY_REQUEST Live Chat pod.
VIRTUALCHATPLUGIN_R Replica count for the BMC Live VIRTUALCHATPLUGIN_REPLICA_COUNT=1

EPLICA_COUNT Chat pod.
Openfire server parameters in the deployment input configuration file

Use the Openfire server parameters to build the chat application.
Related topics
 Important
Setting up the
configuration file
The following table describers the Openfire server parameters:
OPENFIRE_ADMIN_USER Password for the OPENFIRE_ADMIN_USER_PASSWORD="admin"

_PASSWORD Openfire admin user.

OPENFIRE_AUTH_RESOU BMC Helix ITSM: Smart IT REST OPENFIRE_AUTH_RESOURCE=

RCE API endpoint for Openfire "https://psr-aws-oregon-smartit.bmc.com/smartit/
authentication. rest/users/chat"
OPENFIRE_DB_ALWAYS_ (Microsoft SQL) Setup the OPENFIRE_DB_ALWAYS_ON="Yes"

ON clustered database.
Valid values:
• (Default) Yes
• No
OPENFIRE_DB_NAME Provide ORACLE SERVICE name OPENFIRE_DB_NAME="${CUSTOMER_SERVICE_NAME}

for Oracle DB type. _${DB_ENVIRONMENT}_of"
OPENFIRE_DB_PORT Port number where Openfire is OPENFIRE_DB_PORT="5432"

configured.
OPENFIRE_DB_SERVER_N Openfire database name. OPENFIRE_DB_SERVER_NAME="

AME DATABASE_HOST_NAME"
OPENFIRE_DB_USER_PAS Openfire database user OPENFIRE_DB_USER_PASSWORD="Asimil89"

SWORD password.
OPENFIRE_DB_USER_NA Openfire database user name. OPENFIRE_DB_USER_NAME= "$

ME {CUSTOMER_SERVICE_NAME}_${DB_ENVIRONMENT}
_ofadmin"
OPENFIRE_REPLICA_COU Number of Openfire servers. OPENFIRE_REPLICA_COUNT=1

NT
Ingress parameters

OPENFIRE_INGRESS_ENA Enable or disable Ingress OPENFIRE_INGRESS_ENABLED="true"

BLED creation.
Valid values:
• (Default) true
• false
OPENFIRE_INGRESS_DO Domain name of the Ingress OPENFIRE_INGRESS_DOMAIN="bmc.com"

MAIN host.
OPENFIRE_INGRESS_HOS Ingress host name. OPENFIRE_INGRESS_HOST="psr-aws-oregon-

T chat.dsmlab"
OPENFIRE_HTTPBINDING Enable or disable Ingress for OPENFIRE_HTTPBINDINGRESS_ENABLED="true"

RESS_ENABLED Openfire chat.
• (Default) true
• false
OPENFIRE_HTTPBINDING Ingress domain for Openfire OPENFIRE_HTTPBINDINGRESS_DOMAIN="bmc.com"

RESS_DOMAIN chat.
OPENFIRE_HTTPBINDING Ingress host for Openfire chat. OPENFIRE_HTTPBINDINGRESS_HOST=

RESS_HOST Must be same as BMC Helix "psr-aws-oregon-smartit.dsmlab"
ITSM: Smart IT Ingress host.
Route parameters

OPENFIRE_ROUTE_ENABL Enable or disable route creation OPENFIRE_ROUTE_ENABLED="false"

ED for platform integration service.
Valid values:
• true
• (Default) false
OPENFIRE_ROUTE_DOM Route Domain for Openfire. OPENFIRE_ROUTE_DOMAIN="bmc.com"

AIN
OPENFIRE_ROUTE_HOST Route host for Openfire Server. OPENFIRE_ROUTE_HOST="remedy"
OPENFIRE_HTTPBINDRO (Openshift only) Enable or OPENFIRE_HTTPBINDROUTE_ENABLED="false"

UTE_ENABLED disable Route creation for
Openfire chat.
Valid values:
• true
• (Default) false
OPENFIRE_HTTPBINDRO Route domain for Openfire chat. OPENFIRE_HTTPBINDROUTE_DOMAIN="bmc.com"

UTE_DOMAIN Must be same as BMC Helix
ITSM: Smart IT Route domain.
OPENFIRE_HTTPBINDRO Route host for Openfire chat. OPENFIRE_HTTPBINDROUTE_HOST="remedy"

UTE_HOST Must be same as Smart IT Route
Ingress host.
Resource parameters
OPENFIRE_MEMORY_LIM Memory limit for each Openfire OPENFIRE_MEMORY_LIMIT="2Gi"

IT pod.

OPENFIRE_MEMORY_RE Memory Request for each OPENFIRE_MEMORY_REQUEST="2Gi"

QUEST Openfire pod.
TSOM plug-in parameters in the deployment input configuration file

Set up parameters to perform integration with BMC TrueSight Operations
Related topics
Management.
Setting up the
 Important
deployment input
The customertemplate.sh file contains several parameters, however, the configuration file
following table lists only those parameters that are used for deploying Inventory parameters in
configuration file
The following table describes the parameters that you set for integrating with BMC TrueSight Operations Management:
TSOMPLUGIN_MEMORY_LIMIT Memory limit for TSOM plug-in. TSOMPLUGIN_MEMORY_LIMIT="1Gi

"
TSOMPLUGIN_MEMORY_REQUE Request to update the memory for TSOMPLUGIN_MEMORY_REQUEST="

ST TSOM plug-in. 0.5Gi"
TSOMPLUGIN_REPLICA_COUNT Number of TSOM plug-ins. TSOMPLUGIN_REPLICA_COUNT="1
Microsoft SCCM parameters in the deployment input configuration file
Related topics
Use the parameters listed here to perform integration with Microsoft System Center
Configuration Manager (SSCM).
configuration file
 Important


file
following table lists only those parameters that are used for deploying BMC Helix IT
Service Management on-premises.
SCCM_INTEGRATION_AR_SERVER_ AR System server name. SCCM_INTEGRATION_AR_SERVER_NAM

NAME E="platform-admin-0.platform-admin"
SCCM_INTEGRATION_AR_SERVER_ Port where the AR System server is SCCM_INTEGRATION_AR_SERVER_PORT

PORT configured. ="46262"
SCCM_INTEGRATION_AR_SERVER_ RPC port where the AR System SCCM_INTEGRATION_AR_SERVER_RPC_

RPC_PORT server is configured. PORT="0"
SCCM_INTEGRATION_AR_USER_N AR System server user name. SCCM_INTEGRATION_AR_USER_NAME=

AME "Admin"
SCCM_INTEGRATION_DB_NAME Database name. SCCM_INTEGRATION_DB_NAME="psr-

aws-oregonARSystem"
SCCM_INTEGRATION_DB_SERVER_ Database server name SCCM_INTEGRATION_DB_SERVER_NAM

NAME E="vw-abc-xyz-oc01.calbro.com"
SCCM_INTEGRATION_DB_USER_N Database user name. SCCM_INTEGRATION_DB_USER_NAME=

AME "psr-aws-oregonARAdmin"
SCCM_INTEGRATION_SERVER_DB_ Database instance name. SCCM_INTEGRATION_SERVER_DB_INSTA

INSTANCE NCE="MYDB22"

SCCM_INTEGRATION_SERVER_DB_ Port where the database is SCCM_INTEGRATION_SERVER_DB_PORT

PORT configured. ="1433"
SCCM_INTEGRATION_SERVER_DB_ Database type. SCCM_INTEGRATION_SERVER_DB_TYPE

TYPE ="MSSQL"
Valid values:
• oracle
• mssql
• postgres
SCCM_INTEGRATION_SERVER_DB_ Password for the database user. SCCM_INTEGRATION_SERVER_DB_USER

USER_PASSWORD _PASSWORD="AR#Admin#"
SCCM_INTEGRATION_TYPE Determines the integration type. SCCM_INTEGRATION_TYPE="SCCM"
Valid values:
• SCCM
• BCM
BMC Client Management parameters in the deployment input configuration file

Use the parameters listed here to set up BMC Client Management (BCM).
 Important Related topics

BMC Helix IT Service Management on-premises. Setting up the
deployment input
configuration file
configuration file

BCM_INTEGRATION_AR_SERV AR System server name. BCM_INTEGRATION_AR_SERVER_NAME="

ER_NAME platform-admin-0.platform-admin"
BCM_INTEGRATION_AR_SERV Port where the AR System server is BCM_INTEGRATION_AR_SERVER_PORT="4

ER_PORT configured. 6262"
BCM_INTEGRATION_AR_SERV RPC port for the AR System server. BCM_INTEGRATION_AR_SERVER_RPC_PO

ER_RPC_PORT RT="0"
BCM_INTEGRATION_AR_USER AR System server user name. BCM_INTEGRATION_AR_USER_NAME="De

_NAME mo"
BCM_INTEGRATION_DB_NAM Database name. BCM_INTEGRATION_DB_NAME="psr-aws-

E oregonARSystem"
BCM_INTEGRATION_DB_SERV Server name that integrates with BCM. BCM_INTEGRATION_DB_SERVER_NAME="

ER_NAME vw-abc-xyz-oc01.calbro.com"
BCM_INTEGRATION_DB_USE Database user name. BCM_INTEGRATION_DB_USER_NAME="ps

R_NAME r-aws-oregonARAdmin"
BCM_INTEGRATION_SERVER_ Database instance. BCM_INTEGRATION_SERVER_DB_INSTANC

DB_INSTANCE E=""
BCM_INTEGRATION_SERVER_ Port where the database is configured. BCM_INTEGRATION_SERVER_DB_PORT="1

DB_PORT 433"

BCM_INTEGRATION_SERVER_ Database type. BCM_INTEGRATION_SERVER_DB_TYPE="

DB_TYPE MSSQL"
Valid values:
• oracle
• mssql
• dpostgres
BCM_INTEGRATION_SERVER_ Password for the database user. BCM_INTEGRATION_SERVER_DB_USER_P

DB_USER_PASSWORD ASSWORD="AR#Admin#"
BCM_INTEGRATION_TYPE Determines the integration type. BCM_INTEGRATION_TYPE="BCM"
Valid values:
• SCCM
• BCM
Smart applications parameters in the deployment input configuration file

Use the parameters listed in this table to use the following BMC Helix
Related topic
Innovation Studio-based applications:
• BMC Helix Business Workflows

• BMC Helix Multi-Cloud Broker Setting up the deployment
• BMC Helix Digital Workplace
 The customertemplate.sh file contains several parameters, however, the


SMARTAPPS_ADMIN Admin user credentials to access SMARTAPPS_ADMIN="demo@admin39"

smart applications.
SMARTAPPS_BUNDLES Provides the list of application SMARTAPPS_BUNDLES=""

bundles based on the
selected applications.
SMARTAPPS_BWF Deploy BWF Smart bundle SMARTAPPS_BWF="true"

Controller.
SMARTAPPS_CATALOG Deploy DWP Catalog Smart bundle SMARTAPPS_CATALOG="true"

Controller.
Valid values:
• true
• false
SMARTAPPS_CATALOGLIB Deploy DWP Catalog Library SMARTAPPS_CATALOGLIB="true"

Controller.
Valid values:
• true
• false
SMARTAPPS_CHATOPS Deploy Chat Ops smart bundle SMARTAPPS_CHATOPS="true"

controller.

SMARTAPPS_DWP Deploy DWP smart bundle SMARTAPPS_DWP="true"

controller.
Valid values:
• true
• false
SMARTAPPS_HELM_REPO Smart application repository URL. SMARTAPPS_HELM_REPO

="http://zwl-gogs-1.onbmc.com:3000/core-
remedy/containerization-smartapps-
certified.git"
SMARTAPPS_HELM_VERSION Smart application Helm version. SMARTAPPS_HELM_VERSION="210200.0.10.

01"
SMARTAPPS_LICENSE Allocate license for the smart SMARTAPPS_LICENSE="true"

application.
Valid values:
• (Default)true
• false
SMARTAPPS_MCSM Deploy MCB smart bundle controller. SMARTAPPS_MCSM=""
SMARTAPPS_PASSWORD Password for Smart applications. SMARTAPPS_PASSWORD="SmartPassword"
SMARTAPPS_FAS Deploy BMC Helix Portfolio SMARTAPPS_FAS="true"

Management smart
bundle controller.
Valid values:
• true
• false

SMARTAPPS_CSM Deploy BMC Helix Customer Service SMARTAPPS_CSM="true"

Management smart bundle
controller.
Valid values:
• true
• false
SMARTAPPS_LICENSE_BWF Allocate license for BMC Helix SMARTAPPS_LICENSE_BWF="HELIX_BWF"

Business Workflows.
Valid values:
• (Default)true
• false
SMARTAPPS_LICENSE_MCSM Allocate license for BMC Helix Multi- SMARTAPPS_LICENSE_MCSM="HELIX_MCS

Cloud Broker. M"
Valid values:
• (Default)true
• false
SMARTAPPS_LICENSE_ITSM_I Allocate license for BMC Helix ITSM SMARTAPPS_LICENSE_ITSM_INSIGHTS="HEL

NSIGHTS Insights. IX_ITSM_INSIGHT"
Valid values:
• (Default)true
• false
Parameters to access BMC Digital Workplace
DWP_CONFIG_AR_HOST Host Name. DWP_CONFIG_AR_HOST="Admin1"
DWP_CONFIG_AR_PASSWOR AR System password. DWP_CONFIG_AR_PASSWORD="Admin123"

D

DWP_CONFIG_AR_PORT Port where the DWP service is DWP_CONFIG_AR_PORT="46262"

configured.
DWP_CONFIG_BWF_PROVIDE Enable BMC Helix Business DWP_CONFIG_BWF_PROVIDER="false"

R Workflows pluggable provider.
Valid values:
• true
• (Default) false
DWP_CONFIG_BWF_SYSTEM_ BMC Helix Business Workflows DWP_CONFIG_BWF_SYSTEM_PASSWORD="

PASSWORD Provider configuration password. Admin123"
DWP_CONFIG_BWF_SYSTEM_ BMC Helix Business Workflows DWP_CONFIG_BWF_SYSTEM_USER="Admin

USER Provider configuration username. 1"
DWP_CONFIG_BWF_CONNEC Connection timeout (in seconds) for DWP_CONFIG_BWF_CONNECTION_TIMEOU

TION_TIMEOUT BMC Helix Innovation Studio URL. T="15"
DWP_CONFIG_BWF_TENANT Set tenant name to BMC Helix DWP_CONFIG_BWF_TENANT_NAME="tena

_NAME Business Workflows nt1"
pluggable provider
configuration.
DWP_CONFIG_CHAT_URL URL for Chat. DWP_CONFIG_CHAT_URL

="https://${CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}-vchat.$
{CLUSTER_DOMAIN}"
DWP_CONFIG_DEPLOY Controller to create or update DWP_CONFIG_DEPLOY="true"

Primary Organization, Subtenant
Users, Locales, Configuration
parameters, and Feature
Settings.
Valid values:
• (Default) true
• false

DWP_CONFIG_ENABLE_FEAT Enable the Enhanced Catalog DWP_CONFIG_ENABLE_FEATURE_SBE="true

URE_SBE checkbox. "
Valid values:
• true
• false
DWP_CONFIG_PRIMARY_ORG Primary organization name. DWP_CONFIG_PRIMARY_ORG_NAME="CUS

_NAME TOMER_SERVICE_NAME"
DWP_CONFIG_RUNMODE_VA Runmode value. DWP_CONFIG_RUNMODE_VALUE="216948

LUE 7"
Valid values:
• For advanced 2169487

• For basic 2031313
DWP_CONFIG_SBE_SYSTEM_ Catalog SBE Admin user. DWP_CONFIG_SBE_SYSTEM_USER="hannah

USER _admin"
DWP_CONFIG_SBE_SYSTEM_ Catalog SBE Admin user password. DWP_CONFIG_SBE_SYSTEM_USER_PASSWO

USER_PASSWORD RD="P@ssword01"
DWP_CONFIG_SBE_URL Catalog SBE URL. DWP_CONFIG_SBE_URL

= "https://${CUSTOMER_SERVICE_NAME}$
{ENVIRONMENT_URL}-dwpcatalog.$
{CLUSTER_DOMAIN}/api/myit-sb"
DWP_ITSM_PATCH_DEPLOY Controller to deploy BMC Helix IT DWP_ITSM_PATCH_DEPLOY="

Service Management patch. HELIX_DWP_FLAG"
DWP_PRE_DEPLOY Controller to perform configuration DWP_PRE_DEPLOY=""

before deploying DWP smart bundle.

DWP_TOMCAT_DEPLOY Controller to deploy Apache Tomcat. DWP_TOMCAT_DEPLOY=""
DWP_TOMCAT_EFK_ENABLED Enable EFK for Tomcat. DWP_TOMCAT_EFK_ENABLED="false"
Valid values:
• true
• (Default)false
DWP_TOMCAT_EXTERNAL_CE Enable CA cert for Apache Tomcat. DWP_TOMCAT_EXTERNAL_CERTS_ENABLED

RTS_ENABLED ="false"
Valid values:
• true
• (Default)false
DWP_TOMCAT_ES_HOST Name of Elasticsearch host. DWP_TOMCAT_ES_HOST="ESHost"
DWP_TOMCAT_ES_PORT Port where Elasticsearch is DWP_TOMCAT_ES_PORT=""

configured.
DWP_TOMCAT_FLUENTBIT_E Enable Fluent Bit for Tomcat. DWP_TOMCAT_FLUENTBIT_ENABLED="false

NABLED "
Valid values:
• true
• (Default)false
DWP_TOMCAT_FLUENTBIT_T Fluent Bit tag. DWP_TOMCAT_FLUENTBIT_TAG_FORMAT1=

AG_FORMAT1 "dwpfmt01"
DWP_TOMCAT_FLUENTBIT_T Fluent Bit tag. DWP_TOMCAT_FLUENTBIT_TAG_FORMAT2=

AG_FORMAT2 "dwpfmt02"
DWP_TOMCAT_FLUENTBIT_I Fluent Bit image name. DWP_TOMCAT_FLUENTBIT_IMAGE="fluent-

MAGE bit:1.4"

DWP_TOMCAT_FLUENTBIT_R Fluent Bit image registry. DWP_TOMCAT_FLUENTBIT_REGISTRY="dock

EGISTRY er.io/fluent"
DWP_TOMCAT_FLUENTBIT_R Enable Fluent Bit for Apache Tomcat. DWP_TOMCAT_FLUENTBIT_RESOURCE_ENA

ESOURCE_ENABLED BLED="false"
Valid values:
• true
• (Default)false
DWP_TOMCAT_FLUENTBIT_T Fluent Bit image tag. DWP_TOMCAT_FLUENTBIT_TAG="1.4"

AG
DWP_TOMCAT_HOST Apache Tomcat host name. DWP_TOMCAT_HOST="Host1"
DWP_TOMCAT_HOST_FILE_E Set this parameter to true if you DWP_TOMCAT_HOST_FILE_ENABLED="true"

NABLED enable Apache Tomcat alias.
Valid values:
• true
• false
DWP_TOMCAT_HOSTNAME_ Host name alias. DWP_TOMCAT_HOSTNAME_ALIAS_1="Host

ALIAS_1 alias1"
DWP_TOMCAT_HOSTNAME_ Host name alias. DWP_TOMCAT_HOSTNAME_ALIAS_2="Host

ALIAS_2 alias2"
DWP_TOMCAT_HOSTNAME_ IP address of Host name alias. DWP_TOMCAT_HOSTNAME_ALIAS_IP="192.

ALIAS_IP 168. 1.39"

DWP_TOMCAT_INGRESS_ENA Enable or disable Ingress creation for DWP_TOMCAT_INGRESS_ENABLED="true"

BLED Smart applications.
Valid values:
• (Default) true
• false
DWP_TOMCAT_MEMORY_LI DWP Tomcat memory limit. DWP_TOMCAT_MEMORY_LIMIT="8Gi"

MIT
DWP_TOMCAT_MEMORY_RE Request more memory for DWP DWP_TOMCAT_MEMORY_REQUEST="2Gi"

QUEST Tomcat.
DWP_TOMCAT_ROUTE_ENAB Enable or disable route creation for DWP_TOMCAT_ROUTE_ENABLED="false"

LED Smart applications.
Valid values:
• true
• (Default)false
DWP_TOMCAT_RSSO_AGENT BMC Helix SSO agent ID for BMC DWP_TOMCAT_RSSO_AGENT_ID="<

_ID Helix Digital Workplace. CUSTOMER_SERVICE_NAME>-<ENVIRONMENT>"
DWP_TOMCAT_RSSO_ENABLE Enable BMC Helix SSO for BMC Helix DWP_TOMCAT_RSSO_ENABLED="true"

D Digital Workplace.
Valid values:
• (Default) true
• false
DWP_TOMCAT_RSSO_EXTERN URL to connect with BMC Helix SSO. DWP_TOMCAT_RSSO_EXTERNAL_URL=""

AL_URL
DWP_TOMCAT_RSSO_SERVIC Configure BMC Helix SSO agent DWP_TOMCAT_RSSO_SERVICE_URL=""

E_URL integration.

DWP_TOMCAT_SBE_IMAGE_P Boolean value to set SBE Image DWP_TOMCAT_SBE_IMAGE_PROXY_ENABLE

ROXY_ENABLED proxy. D="true"
Valid values:
• (Default) true
• false
DWP_TOMCAT_SESSION_TIM Session timeout in minutes. DWP_TOMCAT_SESSION_TIMEOUT_MIN="3

EOUT_MIN 0"
DWP_TOMCAT_SHOW_HELIX Display Helix logo for BMC Helix DWP_TOMCAT_SHOW_HELIX_LOGO="true"

_LOGO Digital Workplace.
Valid values:
• (Default) true
• false
DWP_TOMCAT_SLAVE_REPLIC Number of other BMC Helix Digital DWP_TOMCAT_SLAVE_REPLICAS="0"

AS Workplace nodes.
DWP_TOMCAT_SMTP_ACCOU SMTP account for BMC Helix Digital DWP_TOMCAT_SMTP_ACCOUNT="Account

NT Workplace. 1"
DWP_TOMCAT_SMTP_ENABL Enable SMTP for for BMC Helix DWP_TOMCAT_SMTP_ENABLED="false"

ED Digital Workplace.
Valid values:
• true
• (Default)false
DWP_TOMCAT_SMTP_HOST SMTP host for for BMC Helix Digital DWP_TOMCAT_SMTP_HOST=""

Workplace.

DWP_TOMCAT_SSO_MSP_DE Flag to enable MSP feature. DWP_TOMCAT_SSO_MSP_DEPLOYMENT="f

PLOYMENT alse"
Valid values:
• true
• (Default)false
DWP_TOMCAT_SSO_MSP_SH Boolean value to set Show DWP_TOMCAT_SSO_MSP_SHOW_ENTRY_P

OW_ENTRY_PAGE realm- entry-page for the MSP. AGE="false"
Valid values:
• true
• (Default)false
DWP_TOMCAT_SMTP_PORT SMTP port for BMC Helix Digital DWP_TOMCAT_SMTP_PORT="308"

Workplace.
DWP_TOMCAT_SMTP_PWD Password for SMTP. DWP_TOMCAT_SMTP_PWD="P@ssword234

5"
DWP_TOMCAT_CUSTOM_BRA Flag to enable rebranding of BMC DWP_TOMCAT_CUSTOM_BRANDING_ENAB

NDING_ENABLED Helix Digital Workplace. LED=""
DWP_TOMCAT_SAMESITE_CO BMC Helix Digital Workplace DWP_TOMCAT_SAMESITE_COOKIE_ATTRIBU

OKIE_ATTRIBUTE attribute. TE=""
DWP_URL_ALIAS BMC Helix Digital Workplace URL. DWP_URL_ALIAS="${DWP_URL_ALIAS}"

DWP_CONFIG_ENABLE_ADVA Flag to enable a 30 day trial period DWP_CONFIG_ENABLE_ADVANCED_TRIAL_

NCED_TRIAL_PERIOD to use BMC Helix Digital Workplace. PERIOD="false"
Valid values:
• true
• false
DWP_DEPLOY_SAMPLE_CONT Flag to deploy the IT Content pack DWP_DEPLOY_SAMPLE_CONTENT_PACK="tr

ENT_PACK for BMC Helix Digital Workplace. ue"
Valid values:
• true
• false
Important: Specify the true value

for development environments only.
You cannot undeploy the IT Content
pack.
BMC Helix Business Workflows parameters

Use the parameters listed in the table to configure BMC Helix Business Workflows:
BWF_INCOMING_MAIL_BOX_NAM Incoming mailbox for the email BWF_INCOMING_MAIL_BOX_NAME

E configuration. ="Email"
BWF_MAILBOX_PASSWORD Password for the mailbox. BWF_MAILBOX_PASSWORD=""
BMC Helix Digital Workplace Catalog parameters

Use the parameters listed in the table to access BMC Helix Digital Workplace Catalog:

CATALOG_CONFIG_APPROVAL_RE Remote host name. CATALOG_CONFIG_APPR

MOTE_HOST OVAL_REMOTE_HOST="
platform-user-ext"
CATALOG_CONFIG_DEPLOY Controller to run configurations after deploying BMC CATALOG_CONFIG_DEPL

Helix Digital Workplace Catalog. OY=""
CATALOG_CONFIG_DWPC_ADMI Configure administrator for BMC Digital Workplace CATALOG_CONFIG_DWP

N catalog. C_ADMIN=""
CATALOG_CONFIG_DWPC_ADMI Password for BMC Digital Workplace catalog CATALOG_CONFIG_DWP

N_PASSWORD administrator. C_ADMIN_PASSWORD="
P@ssword234"
CATALOG_CONFIG_USERID_GRAN Associate user with the Catalog Admin role. CATALOG_CONFIG_USER

T_DWPC_ROLE ID_GRANT_DWPC_ROLE
="hannah_admin"
CATALOG_D2P_PLUGIN_DEPLOY Controller to deploy the d2p plugin. CATALOG_D2P_PLUGIN_

DEPLOY=""
CATALOG_INGRESS_DOMAIN Domain value. CATALOG_INGRESS_DO

MAIN="$
{CLUSTER_DOMAIN}"
CATALOG_INGRESS_ENABLED Set to true when using Rancher. CATALOG_INGRESS_ENA

BLED="true"
Valid values:
• (Default) true
• false

CATALOG_INGRESS_HOST Ingress host name. CATALOG_INGRESS_HOS

T="$
{
CUSTOMER_SERVICE_NAME
}${ENVIRONMENT_URL}-
dwpcatalog
CATALOG_ITSM_INTEGRATION_P Memory limit for ITSM Plug-in resource. CATALOG_ITSM_INTEGR

LUGIN_MEMORY_LIMIT ATION_PLUGIN_MEMOR
Y_LIMIT="1Gi"
CATALOG_ITSM_INTEGRATION_P Memory request for ITSM Plug-in resource. CATALOG_ITSM_INTEGR

LUGIN_MEMORY_REQUEST ATION_PLUGIN_MEMOR
Y_REQUEST="0.5Gi"
CATALOG_ITSM_INTEGRATION_P Controller to deploy BMC Helix IT Service CATALOG_ITSM_INTEGR

LUGIN_DEPLOY Management integration plugin. ATION_PLUGIN_DEPLOY
=""
CATALOG_ROUTE_DOMAIN Integration service Root domain name. CATALOG_ROUTE_DOM

AIN=""
CATALOG_ROUTE_ENABLED Set to true when using Open Shift. CATALOG_ROUTE_ENAB

LED="false"
Valid values:
• true
• (Default)false
CATALOG_ROUTE_HOST Integration service Root host name. CATALOG_ROUTE_HOST

=""
Preparing to install in an OpenShift cluster

If you are installing BMC Helix IT Service Management in an OpenShift cluster, perform the following steps on your Jenkins
server before you begin the installation:

• Make sure that the OpenShift cluster has the NGINX Ingress Controller or Operator, by default.
See Deploying the ingress controller for OpenShift or Kubernetes in BMC Helix IT Operations Management
deployment documentation.
• Add the following security context constraints in your cluster to control permissions for pods:
oc adm policy add-scc-to-user anyuid -n <namespace> -z default

oc adm policy add-scc-to-user privileged -n <namespace> -z default
These security context constraints are required to run the HELIX_INTEROPS_DEPLOY pipeline successfully during
BMC Helix IT Service Management installation.
• For all the product components, make sure that you increase the number of threads to 4096 per node so
that sufficient threads are available to the processes running in the containers.
To increase the number of threads, perform the steps given in
Unable to create more than 1024 Threads in OCP 4 in the Red Hat documentation.
For more information, see Number of threads in the Elasticsearch documentation.
Next task Proceed with Installing BMC Helix Platform services
Back to process If you are finished installing BMC Helix Platform services, return to the
• Installing
Preparing to use self-signed or custom CA certificates

You can use a self-signed or custom CA certificate as a security certificate for BMC Helix Innovation Suite and Service
Management applications in the following scenarios:
• You want to use a custom CA certificate or self-signed certificate to use HTTPS communication for applications.
• You want BMC Helix Innovation Suite to communicate with third-party services that use custom CA certificates.
When you use BMC Helix Innovation Suite and application components to communicate with third-party services
that do not have trusted CA signed security certificates, you must apply security certificates to perform outbound
HTTPS calls. To achieve this communication, a security certificate file with third-party service public keys is used
for authentication. A platform or application component requires a Java trust store to verify third-party service
credentials. You must add the security certificate files to the trust store.
 Important
If you are using a self-signed or custom CA certificate, make sure that you use the same custom certificate
during BMC Helix Platform and BMC Helix IT Service Management installation.

To create a self-signed or custom CA certificate

1. Download the cacerts file.
2. Customize the cacerts file.
a. Customize the cacerts file by adding the authentication details required to allow communication between
BMC Helix Innovation Suite and application components with third-party services.
b. To add the new certificate to the trust store, run the following key tool command:
keytool -importcert -v -alias <alias name> -file <Path of the certificate file that contains the
public key>
-keystore <Path of the cacerts file>
For example,
keytool -importcert -v -alias <alias name> -file /tmp/<certificatefilename> -keystore /opt/

cacerts
The key tool prompts for a password.

c. Enter the password as changeit and press Enter.
To apply a self-signed or custom CA certificate

To apply a custom or self-signed certificate, perform the following actions based on where you want use the certificate:
Use case Steps to apply a certificate
Use self-signed or custom CA certificate for HTTPS While performing the installation, in the
communication HELIX_ONPREM_DEPLOYMENT pipeline, upload the custom
cacerts file in the CACERTS_FILE parameter.
Use custom CA certificate to communicate with third- Apply the custom certificate in any of the following way:
party services
• During BMC Helix IT Service Management installation
— While performing the installation, in the
CACERTS_FILE parameter, upload the custom cacerts
file.
• Post-installation of BMC Helix IT Service Management
— See Applying security certificates to your
applications.
Installing BMC Helix Platform services

BMC Helix Platform services installation is a pre-requisite for BMC Helix IT Service Management installation. BMC Helix IT
Service Management uses the following services provided by BMC Helix Platform:
• Common services

Install these services before you install BMC Helix IT Service Management.
 Important
Only the root user is supported for deployment.
Before you begin

• Create a namespace for installing BMC Helix Platform services.
• Configure the Ingress controller.
To create a namespace
1. Run the following command. The namespace must be a DNS-1123 label. That is, it must consist of
lowercase alphanumeric characters or '-', and must start and end with an alphanumeric character.
kubectl create ns <namespace>
 Important
In BMC Helix Platform services 23.2.02, Elasticsearch and Kibana are deployed in the BMC Helix Platform
namespace, and not in a separate namespace.
2. Verify that nothing is installed in the namespace in which you plan to deploy the product.
a. Run the following command:
kubectl get all -n <namespace_created_earlier_in_this_procedure>
b. Make sure that the following message is displayed:
No resources found.
To configure the Ingress controller

1. Identify the configmap name by running the following command:
kubectl get all -n <ingress_nginx_namespace>
2. Change the configmap name to use the configmap in your environment by running the following command:
kubectl edit cm <ingress_nginx_configmap> -n <ingress_nginx_namespace> data:

enable-underscores-in-headers: "true" proxy-body-size: 250m
server-name-hash-bucket-size: "1024" ssl-redirect: "false"
use-forwarded-headers: "true"
worker-processes: "40"

To deploy the BMC Helix Platform services

1. Log in to the controller or bastion machine from where the Kubernetes cluster is accessible.
2. Download the deployment manager
BMC_Helix_Platform_Services_for_Service_Management_Version_23.2.02.zip from BMC Electronic
Product Distribution (EPD) and extract it, if you haven't already.
The ZIP file contains the deployment manager, helix-on-prem-deployment-manager-23.2.02.sh
To download the files from EPD, see Downloading the installation files.
3. Go to the directory where you downloaded the deployment manager from the EPD and give the
execute permission to the helix-on-prem-deployment-manager-23.2.02.sh file.
4. Self-extract the deployment manager. Run the following command:
./helix-on-prem-deployment-manager-23.2.02.sh
cd helix-on-prem-deployment-manager
5. Prepare for password encryption:

a. Go to the commons/certs directory and open the secrets.txt file.
b. Add the following passwords to this file:
Property Description Example
IMAGE_REGISTRY_PASSW Password for the Docker registry. 5016adc4-993f-4fc5-8fb0-8ef6

ORD b02ca9d3
SMTP_PASSWORD Password to connect to the SMTP password123

server.
In the configs/infra.config file, if the

value of the SMTP_AUTH parameter file is
NONE, leave the SMTP_PASSWORD value
blank as shown below:
SMTP_PASSWORD=""
SMART_SYSTEM_PASSWO Password to connect to the BMC password123

RD Discovery appliance.
PG_PASSWD Password to connect to the PostgreSQL password123

database.
KIBANA_PASSWORD Password to connect to BMC Helix kibana123

Logging (EFK).

MINIO_ACCESS_KEY Password to access MinIO. admin
MINIO_SECRET_KEY Password to connect to MinIO. bmcAdm1n
ES_JKS_PASSWORD Password to connect to Elasticsearch. test@1234
Important: If you are using a custom CA

certificate, specify the password, else
specify the value as
ES_JKS_PASSWORD=""
c. Save the secrets.txt file
 Troubleshooting tip
Make sure that you provide all passwords in the secrets.txt file. Even if a single password is
not added in the secrets.txt file, the deployment fails with an error.
Sample secrets.txt file
# cat commons/certs/secrets.txt #Please put the

passwords in this file
IMAGE_REGISTRY_PASSWORD=password123 SMTP_PASSWORD=""
SMART_SYSTEM_PASSWORD=password123 PG_PASSWD=pGtest2020
KIBANA_PASSWORD=kibana123
MINIO_ACCESS_KEY=admin MINIO_SECRET_KEY=bmcAdm1n
ES_JKS_PASSWORD=test@1234
################## End OF THE FILE ####################
6. In the helix-on-prem-deployment-manager/configs/infra.config file, modify the following parameters that

are environment-specific.
 Important
The following load balancer hosts are required. You do not need any subdomains.

LB_HOST
Ensure that the LB_HOST value is not the same as the tenant URL.
TMS_LB_HOST
MINIO_LB_HOST
MINIO_API_LB_HOST
KIBANA_LB_HOST
Tenant URL that is derived based on the following parameters from the infra.config file:
$COMPANY_NAME-$TENANT_TYPE-$ENVIRONMENT.$DOMAIN
Make sure that you have created a storage class.
BMC supports a Bring-Your-Own-Storage-Class model, for any block storage supporting high performance IOPS.
NFS is not supported for persistent volumes. CephRBD is certified by BMC.
Docker registry details
IMAGE_REGISTRY_HOST Specify the host where the Docker registry is IMAGE_REGISTRY_HOST=

running with the BMC container images. If the containers.bmc.com
images are synchronized to a local Harbor
registry, make sure the Harbor registry is set up
with HTTPS and set the local repository value to
this parameter.
Important: Do not specify the host path; specify

only the host name.
Example:
• In case of BMC
repository;
IMAGE_REGISTRY_HOST=
containers.bmc.com.
• In case of local repository;
IMAGE_REGISTRY_HOST=value-
investing.cluster3.bmc.com.
IMAGE_REGISTRY_USERN Specify the username to access the Docker IMAGE_REGISTRY_USERNA

AME registry. ME=abc@bmc.com
If you use a local Harbor registry to synchronize

with BMC DTR, specify the user name to log in to
your local registry.
Infrastructure details

ENVIRONMENT Specify the environment type. ENVIRONMENT=poc
The value of this parameter depends on the kind

of setup that you want to create, such as, dev,
qa, or production.
Important:
• Do not use prod to indicate

the production environment.
• Do not use special characters.
• The value of this parameter is not
based on deployment size such
as, compact, small, medium or
large.
You can use the same environment value while

performing the BMC Helix IT Service
NAMESPACE Specify the namespace where you want to install NAMESPACE=dark-helmet

the services.
You must have separate namespaces to

install BMC Helix Platform services and BMC

LB_HOST Specify a URL to create the load balancer host. LB_HOST=host-india-

app.mydomain.com
The BMC Helix Single Sign-on ingress uses this
URL to access the BMC Helix Single Sign-
on administration console.
If the value of
the CUSTOM_CA_SIGNED_CERT_IN_USE parameter
is true, use the DNS that is configured for self-
signed certificate.
If the value of the
CUSTOM_CA_SIGNED_CERT_IN_USE parameter
is false, use the DNS that is configured for the CA
signed certificate.
Example:
• If the
CUSTOM_CA_SIGNED_CERT_IN_USE is
true,
LB_HOST=lb.mydomain.bmc.com.
• If the
false, LB_HOST=max-india-
api.acme.bmc.com.
LB_PORT Specify the port number that the load balancer LB_PORT=443
listens to and accepts the client request.
The default value is 443.

TMS_LB_HOST Specify a URL to create the Tenant Management TMS_LB_HOST=tms-private-

System host. The value of this parameter is poc.mydomain.com
used by the tenant management system ingress.
If the value of the

is true, use the Domain Namer Server (DNS) that
is configured for self-signed certificate.
If the value of the
signed certificate.
Example:
If the value of the

true,
TMS_LB_HOST=tms.mydomain.bmc.com.
If the value of the
CUSTOM_CA_SIGNED_CERT_IN_USE is false,
TMS_LB_HOST=max-india-api.acme.bmc.com.
DOMAIN Specify the URL for domain of the load balancer. DOMAIN=
This value is used to create a valid base URL for mydomain.bmc.com
tenants and needs wild card certificate. Having a
wild card certificate would help you to create
multiple URLs.

MINIO_LB_HOST Specify a URL to create a MinIO storage. This MINIO_LB_HOST=

value is used by the MinIO ingress. minio.mydomain.bmc.com
If the value of the

is true, use the DNS that is configured for
self- signed certificate.
If the value of the
signed certificate.
Example:
• If the value of the

CUSTOM_CA_SIGNED_CERT_IN_USE
parameter is
true,
MINIO_LB_HOST=
minio.mydomain.bmc.com.
parameter is false,
MINIO_LB_HOST=minio-private-
poc.acme.bmc.com.

MINIO_API_LB_HOST Specify a URL to create a MinIO storage. All the MINIO_API_LB_HOST=minio-

API based operations are performed using this api.mydomain.bmc.com
URL. This URL is used to create a MinIO bucket.
If the value of the

is true, use the DNS that is configured for self-
signed certificate.
If the value of the

signed certificate.
Example:

parameter is true,
MINIO_API_LB_HOST=minio-
api.mydomain.bmc.com.
parameter is false,
MINIO_API_LB_HOST=minio-api-
private-poc.dsmlab.bmc.com.

KIBANA_LB_HOST Specify a URL to create a Kibana load balancer KIBANA_LB_HOST=kibana-

host. The BMC Helix Logging ingress uses the private-poc.mydomain.com
value of this parameter. The value of this
parameter depends on the self-signed/CA-signed
certificate or CA custom certificate.
If the value of the

CUSTOM_CA_SIGNED_CERT_IN_USE parameter is
true, use the DNS configured for the self-
signed/ CA-signed certificate.
If the value of the
CUSTOM_CA_SIGNED_CERT_IN_USE parameter is
false, use the DNS configured for the CA custom
certificate.
Example:

parameter is true,
KIBANA_LB_HOST= kibana-private-
poc.mydomain.com.
parameter is false,
KIBANA_LB_HOST = kibana-
private- poc.mydomain.acme.com.
Cluster details
CLUSTER_TYPE Cluster type can have values openshift or ocp for CLUSTER_TYPE=openshift
OpenShift.
If CLUSTER_TYPE is not set to openshift or ocp

then cluster type is treated as kubernetes
cluster.
Tenant details for onboarding

COMPANY_NAME Specify the name of the tenant. COMPANY_NAME=purplekit

e
The value that you specify is used to create the
tenant URL in the following format:
$COMPANY_NAME-$TENANT_TYPE-
$ENVIRONMENT.$DOMAIN
TENANT_EMAIL Specify the email address of the admin user of TENANT_EMAIL=abc@

the primary tenant. bmc.com
TENANT_FIRST_NAME Specify the first name of the admin user of the TENANT_FIRST_NAME=Myfir
primary tenant. stname
TENANT_LAST_NAME Specify the last name of the admin user of the TENANT_LAST_NAME=Mylas
primary tenant. tname
TENANT_TYPE Specify the tenant type. TENANT_TYPE=private
COUNTRY The country name must match the value in the COUNTRY="United States"
OS locale.
 Important
• Add the country name
within double quotes.
For example:
"India"
• Do not use abbreviation

in country names.
Click here to view a list
of the supported country
names.
SMTP configuration details

SMTP_HOST SMTP host name of IP address accessible from SMTP_HOST=mailhost.

cluster mycompany.com
This parameter is required.
SMTP parameters are required for the emails

that are sent to the administrator for tenant
activation after the BMC Helix Platform
deployment is complete.
All SMTP mail servers are supported.
To use a temporary SMTP server to receive BMC

Helix Platform services installation emails, see
the knowledge article 000396217 .
SMTP_PORT An integer value for the port of the SMTP server. SMTP_PORT=25
For example. 25
SMTP_USERNAME User name to connect to the SMTP server. SMTP_USERNAME=abc@

mycompany.com
If SMTP_AUTH value is set to NONE, keep the
SMTP_USERNAME and SMTP_PASSWORD values blank
as shown below:
• SMTP_USERNAME=""
• SMTP_PASSWORD=""
SMTP_FROM_EMAIL A valid email ID for the From address in all emails SMTP_FROM_EMAIL=helix-
rd@mycompany.com
SMTP_TLS The SMTP server TLS. If not in use, leave the SMTP_TLS=""
parameter blank as shown below:
SMTP_TLS=""

SMTP_AUTH_DASHBOARD The value can be true or false. SMTP_AUTH_DASHBOARD=t

rue
SMTP_AUTH One of the following values: SMTP_AUTH=PLAIN

• PLAIN
This value is case sensitive. If you set
the value as PLAIN, it is mandatory to
set valid values for SMTP_USER and
SMTP_PASSWORD.
• LOGIN
This value is case sensitive. If you set
the value as LOGIN, it is mandatory to
set valid values for SMTP_USER and
SMTP_PASSWORD.
• NONE
This value is case sensitive. Use this
value when you want to skip SMTP
authentication. If you set the value as
NONE, set the user name and
password values as shown below:
OPS_GROUP_EMAIL Specify a valid email address for your OPS_GROUP_EMAIL=ops-

organization's operations team. All emails related grp@mycompany.com
to tenant activities such as tenant creation,
registration, and offboarding are sent to this
email address.
Important:
Special characters are not allowed in an email.
APPROVAL_GROUP_EMAI Set a valid email address of the approval group APPROVAL_GROUP_EMAIL=

L who would approve a new tenant. grp-rd@mycompany.com
Important:
Special characters are not allowed in an email.
Storage class details

PG_STORAGE_CLASS Storage class used. Usually there is one Storage PG_STORAGE_CLASS=ceph-

class configured for all the infra services. block-storage
Please repeat the same value in that case
VMSTORAGE_STORAGE_C Storage class for VictoriaMetrics. VMSTORAGE_STORAGE_CLA

LASS SS=onprem-storage
VMAGGSTORAGE_STORAG Storage class for VictoriaMetrics. VMAGGSTORAGE_STORAGE

E_CLASS _CLASS=onprem-storage
ES_MASTER_STORAGE_CL Storage class for Elasticsearch master nodes ES_MASTER_STORAGE_CLAS

ASS S=block-store-class
ES_DATA_STORAGE_CLASS Storage class for Elasticsearch data nodes. ES_DATA_STORAGE_CLASS=b

lock-store-class
MINIO_STORAGE_CLASS Storage class for Minio. MINIO_STORAGE_CLASS=on

prem-storage
EFS_STORAGE_CLASS Leave it as blank "" EFS_STORAGE_CLASS=""
REDIS_HA_GLOBAL_STOR Storage class for REDIS REDIS_HA_GLOBAL_STORAG

AGECLASS ECLASS=block-store-class
KAFKA_STORAGECLASS Storage class for Kafka KAFKA_STORAGECLASS=bloc

k-store-class
ESLOG_MASTER_STORAGE Storage class for Elasticsearch log ESLOG_MASTER_STORAGE_

_CLASS CLASS=block-store-class
ESLOG_DATA_STORAGE_C Storage class for Elasticsearch log ESLOG_DATA_STORAGE_CLA

LASS SS=block-store-class

AIOPS_STORAGE_CLASS Leave it as blank "" AIOPS_STORAGE_CLASS=""
OPT_STORAGE_CLASS Leave it as blank "" OPT_STORAGE_CLASS=""
SMART_SYSTEM_USERNA Leave it as blank "" SMART_SYSTEM_USERNAME

ME =""
Certificate details
CUSTOM_CA_SIGNED_CER The default value is false. CUSTOM_CA_SIGNED_CERT

T_IN_USE _IN_USE=false
If you are using a self-signed or custom CA
certificate, set the value to true.
For instructions on using a self-signed or custom

CA certificates, see
Using self-signed or custom CA certificates .
Important: If you are using a self-signed or

custom CA certificate, make sure that you use
the same custom certificate during BMC Helix
Platform and BMC Helix IT Service Management
installation.

CUSTOM_SERVICEACCOU Specify the custom service account name. CUSTOM_SERVICEACCOUNT

NT_NAME _NAME=helix-onprem-sa
If you have cluster admin permissions to
create ServiceAccount, Role, RoleBinding,
retain the CUSTOM_SERVICEACCOUNT_NAME
value as helix- onprem-sa, which is the default
value.
If you do not have permissions to create

ServiceAccount, Role, RoleBinding, create a
serviceaccount and assign it to
CUSTOM_SERVICEACCOUNT_NAME by replacing
default value of helix-onprem-sa.
• Create a role and rolebinding

from the commons/yaml_files/
role_rolebinding.yaml file.
• Create a ServiceAccount from the
file commons/yaml_files/
serviceAccount.yaml file.
• Before you create serviceaccount,
role, rolebinding, you must
replace
_SERVICE_ACCOUNT_ with value of
CUSTOM_SERVICEACCOUNT_NAME
variable and replace _NAMESPACE_
with value of NAMESPACE variable.

If you want to use custom JAVA keystore for RSSO

RSSO_CUSTOM_JAVA_KEY RSSO_CUSTOM_JAVA_KEYST
SAML keystore configuration, set variable
STORE_IN_USE ORE_IN_USE=false
RSSO_CUSTOM_JAVA_KEYSTORE_IN_USE to true.
Perform the following steps:
a. Set the
RSSO_CUSTOM_JAVA_KEYSTORE_IN_USE
variable to true.
b. Rename the java keystore file to
rsso_custom_java_keystore.
c. Save this file in the commons/certs
directory. The path of this file
would be: commons/certs/
rsso_custom_java_keystore
The commons/certs/
rsso_custom_java_keystore file will
be mounted in the RSSO container at
the following location: /etc/
The default value is false.
Ingress class details
INGRESS_CLASS Ingress class used while deploying Ingress INGRESS_CLASS=nginx

controller. Change if multiple ingress
controllers on cluster.
By default rancher will have nginx.
If you have more than one ingress controllers

in your cluster, use INGRESS_CLASS to specify
the ingress class name that you want to use.
Binary paths on your system
HELM_BIN Specify the absolute path of the Helm binary that HELM_BIN=/usr/local/bin/
is supported for the current release. helm

KUBECTL_BIN Specify the absolute path of the kubectl binary KUBECTL_BIN=/usr/bin/

that is supported for the current release. kubectl
OpenShift details
OC_BIN Specify the absolute path of the OpenShift OC_BIN=/usr/local/sbin/oc

binary.
Important: OC_BIN path should be set if

CLUSTER_TYPE is openshift or ocp .
Security context used by infra components
RUN_AS_USER Set the security context that the infrastructure RUN_AS_USER=null

components must use to enforce security.
Set the correct context for this variable

according to the OpenShift namespace. For
example, in OpenShift namespace, run the
following command to get the ID range:
oc describe namespace <namespace-name>
Example output: 1000670000
After you run the command look for the

following line in the output:
openshift.io/sa.scc.uid-range:
1000670000/10000 and copy 1000670000 for
RUN_AS_USER, RUN_AS_GROUP and FS_GROUP.
Set this parameter only if the value of

the CLUSTER_TYPE variable is openshift or
ocp. If the value of the CLUSTER_TYPE variable
is kubernetes, set the value of this parameter
to null: RUN_AS_USER=null
Important: The command and output changes

for each namespace.

RUN_AS_GROUP Set the security context that the infrastructure RUN_AS_GROUP=null



1000670000/10000 and copy 1000670000 for
Set this parameter only if the value of the

CLUSTER_TYPE variable is openshift or ocp.
If the value of the CLUSTER_TYPE variable
is kubernetes, set the value of this parameter to
null: RUN_AS_GROUP=null

for each namespace.

FS_GROUP Set the security context that the infrastructure FS_GROUP=null



1000670000/10000 and copy 1000670000 for
Set this parameter only if the value of the

CLUSTER_TYPE variable is openshift or ocp.
If the value of the CLUSTER_TYPE variable is
kubernetes, set the value of this parameter to
null: FS_GROUP=null

for each namespace.
OPT_FSGROUP Blank "" OPT_FSGROUP=""
This parameter is not required for BMC Helix IT

Service Management.
ML_FSGROUP Blank "" ML_FSGROUP=""
This parameter is not required for BMC Helix IT

Service Management.
7. In the helix-on-prem-deployment-manager/configs/deployment.config file, modify the following parameters:

Parameter Required value
Infra services options
DEPLOYMENT_SIZE itsmcompact or itsmsmall
If you are installing BMC Helix Platform services in a

nonproduction environment, specify the value as itsmcompact.
If you are installing BMC Helix Platform services in a production

environment, specify the value as itsmsmall.
INFRA yes
_PTPOSTGRESS yes
_KAFKA yes
_REDIS yes
_RSSO yes
_ELASTICSEARCH yes
_VICTORIAMETRICS yes
_MINIO yes
BMC Helix Dashboard services
HELIX_DASHBOARD_SERVICES yes

Parameter Required value
Infra services options
(Optional)ITSMINSIGHT_SERVICES yes
If you are not using ITSM Insights, set this parameter to No.
AR System services
ARSERVICES yes
BMC Helix Logging
BMC_HELIX_LOGGING yes
8. Install the product by running the following command:
./deployment-manager.sh
After the BMC Helix Platform services are deployed, the tenant administrator receives the following emails:
• An email with details about the BMC Helix Platform account

• An email to change the BMC Helix Platform account password at the first login
All installation logs are located in the following directory:
helix-on-prem-deployment-manager/logs
Sample configuration files

Sample infra.config file
#Docker registry details #IMAGE_REGISTRY_HOST=containers.bmc.com #IMAGE_REGISTRY_USERNAME=<user name to access

registry> IMAGE_REGISTRY_HOST=
IMAGE_REGISTRY_USERNAME=
# keep double quotes in all variables if not required, don't leave them blank or empty #Infra details
#NAMESPACE=dark-helmet
#LB_HOST=host-india-app.mydomain.com #LB_PORT=443

#TMS_LB_HOST=tms-private-poc.mydomain.com
#DOMAIN=mydomain.com
#MINIO_LB_HOST=minio-private-poc.mydomain.com
#KIBANA_LB_HOST=kibana-private-poc.mydomain.com
#ENVIRONMENT=<Type of environment>
# The values of ENVIRONMENT is based on kind of setup you are going to create e.g. dev, qa, production, poc,
multi-service, canary etc. (this is not based on deployment size compact, small, medium, large etc)
ENVIRONMENT=dev
NAMESPACE=
LB_HOST=
LB_PORT=
TMS_LB_HOST=
DOMAIN=
# If minio web access required .Please give LB (e.g.minio.domain.com )which has DNS entry otherwise keep blank
"".
MINIO_LB_HOST=
# Use minio api ingress(minio-api.domain.com)
MINIO_API_LB_HOST=
KIBANA_LB_HOST=
#Cluster type can have values openshift or ocp for OpenShift.

#If CLUSTER_TYPE is not set to openshift or ocp then cluster type is treated as kubernetes cluster.
CLUSTER_TYPE=
#Tenant details for onboarding

#COMPANY_NAME=<tenant company name same as in tenant discover appliance url>
#TENANT_EMAIL=<tenant email address>
#TENANT_FIRST_NAME=<tenant first name>
#TENANT_LAST_NAME=<tenant last name>
## TENANT_TYPE= <Tenant type in tenant url same as in tenant discovery appliance url>
## Please use only alphanumeric value in COMPANY_NAME
COMPANY_NAME=
TENANT_EMAIL=
TENANT_FIRST_NAME=
TENANT_LAST_NAME=
TENANT_TYPE=
# Ensure that the value of COUNTRY is enclosed within double quotes
COUNTRY="Virgin Islands, U.S."
#SMTP Config
#SMTP_HOST=<SMTP host name of IP address accessible from cluster>
#SMTP_PORT=<SMTP server port, e.g. 25>
#SMTP_USERNAME=<SMTP user name>
#SMTP_FROM_EMAIL=<SMTP from email address>
#SMTP_TLS=<true/false>
#This below variable is used by portal team
#SMTP_AUTH=<PLAIN or LOGIN or NONE>
# If you use NONE it will not skip the validation of SMTP but it means that your organization allows you to
send email without SMTP authentication.
# PLAIN or LOGIN is used when you have authenticated SMTP user and SMTP password
#This variable is used for getting report email to dahsboard team by default value is true
#SMTP_AUTH_DASHBOARD=<true or false>
#OPS_GROUP_EMAIL=<ops email address>
#APPROVAL_GROUP_EMAIL=<email address for approval>
SMTP_HOST=
SMTP_PORT=
#Ensure blank values for SMTP username password is in double quotes
SMTP_USERNAME=
SMTP_FROM_EMAIL=
## SMTP_TLS value can be true or false.
## If SMTP_TLS is set to true and certificate of SMTP_HOST is signed by a custom or self-signed CA then
## ensure to append custom or self-signed CA certificate (full CA chain) to commons/certs/custom_cacert.pem
file.
SMTP_TLS=false
SMTP_AUTH_DASHBOARD=true

SMTP_AUTH=
OPS_GROUP_EMAIL=
APPROVAL_GROUP_EMAIL=
#storage class, set value as per storage class in cluster

#PG_STORAGE_CLASS=onprem-storage
#VMSTORAGE_STORAGE_CLASS=onprem-storage
#VMAGGSTORAGE_STORAGE_CLASS=onprem-storage
#ES_MASTER_STORAGE_CLASS=onprem-storage
#ES_DATA_STORAGE_CLASS=onprem-storage
#MINIO_STORAGE_CLASS=onprem-storage
#EFS_STORAGE_CLASS=onprem-storage
#REDIS_HA_GLOBAL_STORAGECLASS=onprem-storage
#KAFKA_STORAGECLASS=onprem-storage
#ESLOG_MASTER_STORAGE_CLASS=onprem-storage
#ESLOG_DATA_STORAGE_CLASS=onprem-storage
#AIOPS_STORAGE_CLASS=onprem-storage
PG_STORAGE_CLASS=
VMSTORAGE_STORAGE_CLASS=
VMAGGSTORAGE_STORAGE_CLASS=
ES_MASTER_STORAGE_CLASS=
ES_DATA_STORAGE_CLASS=
MINIO_STORAGE_CLASS=
EFS_STORAGE_CLASS=
REDIS_HA_GLOBAL_STORAGECLASS=
KAFKA_STORAGECLASS=
ESLOG_MASTER_STORAGE_CLASS=
ESLOG_DATA_STORAGE_CLASS=
AIOPS_STORAGE_CLASS=
#Optimize storage details

#OPT_STORAGE_CLASS=onprem-storage
OPT_STORAGE_CLASS=
#CUSTOM_CA_SIGNED_CERT_IN_USE=true/false
#if you are using self-signed/custom CA signed certificate please set it to true,
#also ensure you have copied custom CA certificate file at commons/certs directory with file name
custom_cacert.pem i.e. commons/certs/custom_cacert.pem
CUSTOM_CA_SIGNED_CERT_IN_USE=false
# If there are no permissions to create ServiceAccount, Role, RoleBinding then, create a serviceaccount and
assign it to CUSTOM_SERVICEACCOUNT_NAME by replacing default value of helix_onprem_sa.
# Ensure to create a role and rolebinding from file commons/yaml_files/role_rolebinding.yaml and a
serviceAccount from file commons/yaml_files/serviceAccount.yaml.
# If there are permissions to create ServiceAccount, Role, RoleBinding then do not change
CUSTOM_SERVICEACCOUNT_NAME from value helix-onprem-sa.
CUSTOM_SERVICEACCOUNT_NAME=helix-onprem-sa
# If you want to use custom JAVA keystore for "RSSO SAML keystore configuration", then you must set variable
RSSO_CUSTOM_JAVA_KEYSTORE_IN_USE to true
# and put the custom java keystore file at commons/certs directory with file name rsso_custom_java_keystore
# i.e. commons/certs/rsso_custom_java_keystore
# The file commons/certs/rsso_custom_java_keystore will be mounted inside RSSO container at location /etc/
# SAML Keystore - this is the Keystore used for reading SAML-specific certificates/keys. So, it's an
application-level Keystore, used directly by the app.
# While JVM Keystore contains certificates for HTTPS connections, the SAML Keystore is used for storing
signing and encryption certificates for communication with SAML v2 IdP.
RSSO_CUSTOM_JAVA_KEYSTORE_IN_USE=false
# Smart Graph
#SMART_SYSTEM_USERNAME=system
SMART_SYSTEM_USERNAME=""

# Ingress class used while deploying Ingress controller

INGRESS_CLASS=nginx
#Binary paths on your system

#HELM_BIN=/usr/local/bin/helm
#KUBECTL_BIN=/usr/bin/kubectl
HELM_BIN=
KUBECTL_BIN=
#OC_BIN path should be set if CLUSTER_TYPE is openshift or ocp
#OC_BIN=/usr/local/sbin/oc
OC_BIN=
# Infra components will run with below Security Context.

# Below 3 variables are considered only for OpenShift cluster
# i.e. if CLUSTER_TYPE is openshift or ocp
# Set correct context as per the OpenShift namespace.
# Else RUN_AS_USER, RUN_AS_GROUP and FS_GROUP must be null.
RUN_AS_USER=null
RUN_AS_GROUP=null
FS_GROUP=null
# Optimize Security Context:

# OPT_FSGROUP must have value 87654321 if CLUSTER_TYPE is openshift or ocp and INSTALL_MODE is upgrade and
fresh deployment was performed with 22.2.01 version
# Else OPT_FSGROUP must have value 1001
OPT_FSGROUP=1001
# If CLUSTER_TYPE is openshift or ocp and INSTALL_MODE is fresh then ML_FSGROUP must be same as FS_GROUP
mentioned above, else ML_FSGROUP must have value 998
ML_FSGROUP=998
################################### DO NOT CHANGE ANYTHING BELOW THIS LINE

##########################################
#Patroni Postgres config

PG_HOSTNAME=postgres-bmc-pg-ha-pool
PG_USER=postgres
PG_DATABASE=postgres
#Redis HA config
REDIS_HA_HOSTNAME=redis-redis-ha-haproxy
#Kafka & Zookeeper config

KAFKA_HOSTNAME=kafka
ZOOKEEPER_HOSTNAME=kafka-zookeeper
#RSSO Config
RSSO_PG_DB=ade_rsso
#Elasticsearch config
ES_EVENTS_HOSTNAME=elasticsearch-events-opendistro-es-data-svc
ES_LOGS_HOSTNAME=elasticsearch-logs-opendistro-es-data-svc
#MinIO config
MINIO_HOSTNAME=minio
# Misc
IMAGE_REGISTRY_SECRET=bmc-dtrhub
TENANT_PHONE=1234567890
LOGIN_ID=hannah_admin
Sample deployment.config file

#Common config begin

#Size of deployment, values are compact, small, medium, large, itsmcompact, and itsmsmall
DEPLOYMENT_SIZE=small
#Docker registry project details

IMAGE_REGISTRY_PROJECT=bmc
IMAGE_REGISTRY_ORG=lp0lz
CORE_IMAGE_REGISTRY_ORG=lp0lz
IA_IMAGE_REGISTRY_ORG=lp0oz
OPTIMIZE_IMAGE_REGISTRY_ORG=lp0pz
BHOM_IMAGE_REGISTRY_ORG=lp0mz
AIOPS_IMAGE_REGISTRY_ORG=la0cz
#Common config end
#Install mode as fresh or upgrade

INSTALL_MODE=fresh
#Flag controlling infra services installation

INFRA=yes
#Flag controlling individual infra services installation

_PTPOSTGRESS=yes
_KAFKA=yes
_REDIS=yes
_RSSO=yes
_VICTORIAMETRICS=yes
_ELASTICSEARCH=yes
_MINIO=yes
# Do not make changes to service flags it will break dependency

#Flag controlling helix dashboard services installation
HELIX_DASHBOARD_SERVICES=yes
#Flag controlling itsminsight services installation

ITSMINSIGHT_SERVICES=no
#Flag controlling aiops services installation

AIOPS_SERVICES=no
#Flag controlling monitor product installation

MONITOR=no
#Flag controlling intelligentintegrations services installation

INTELLI_INT_SERVICES=no
#Flag controlling intelligent automation product installation

INTELLIGENT_AUTOMATION=no
#Flag controlling bmc-helix-logging product installation

BMC_HELIX_LOGGING=yes
#Flag Controlling optimize installation

OPTIMIZE=no
#Flag AR Services installation

ARSERVICES=yes

Next task Proceed with Setting up the installation environment
Back to process If you are finished setting up the installation environment, return to the
appropriate installation, update, or upgrade process:
• Installation process overview

Creating tenants in BMC Helix Platform

To use the same BMC Helix Platform for multiple BMC Helix IT Service Management
instances, create the required number of tenants in BMC Helix Platform. For each Related topics
BMC Helix Platform tenant, you can install BMC Helix IT Service Management and
use BMC Helix IT Service Management in a multitenant environment.
Managing tenants with tctl
Use the tctl utility to create BMC Helix Platform tenants. commands
documentation
Deploy BMC Helix IT Service

Management in a
multitenant BMC Helix
Platform environment
Before you begin

• Make sure that you have downloaded the tctl utility from BMC Electronic Product Distribution (EPD).
• Set up the tctl utility.
See Onboarding and managing tenants and services in BMC Helix IT Operations Management deployment
documentation.
To create a tenant
1. Log in to the tctl utility.
a. From the folder where you downloaded the tctl utlity, edit the config file and add the details according
to your environment.
b. From the directory where the config file is located, run the following command:
tctl login

c. On theBMC Helix Single Sign-On authentication page, enter the user name and password and
authenticate. The user name is the admin and the default password is bmcAdm1n1#. This user is a local
user in the tmsrealm realm, and is different from the BMC Helix Single Sign-On admin user.
d. Click Log in.
2. Create the tenant.json file by using the following details as an example. This file is used to create the tenant.
{
"name": "york",
"email": "jsmith@bmc.com",
"first_name": "John",
"last_name": "Smith",
"phone": "1234678",
"environment": "small",
"domain": "york-private-small.bmc.com",
"description": "York",
"country": "United Kingdom",
"login_id": "hannah_admin",
"type": "private"
}
The following table describes the parameters:
Parameter name Description
name Name of the tenant.
email Email ID of the administrator user of the tenant.
first_name First name of the administrator user.
last_name Last name of the administrator user.
phone Contact number of the administrator user.

environment Type of the
environment. Valid
values:
• compact
• small
• medium
• large
Do not use the prod value or special characters.
domain The tenant domain.
Important: Only small case letters, digits, and hyphen are valid
values.
description Description of the tenant.
country Country where the tenant is located.
login_id Login ID of the administrator user.
type Type of the tenant.
Valid values:
• public
• private
3. Run the following command to create a new tenant:
tctl create tenant -f tenant.json
The email address specified in the JSON file receives the following emails:
• An email for license activation
• An email for setting the password for the initial user
4. Activate the tenant by using link in the email.
5. Verify the active services.
a. To see the list of services that are activated on the new tenant, run the following command:

tctl get tenant-service <tenant_id>
Expected output:
b. To activate a service on the new tenant, run the following command:
tctl activate service <tenant_id> -i <service-id>
For example, the following image shows the Discovery service activated for the new
tenant:

Deploy BMC Helix IT Service Management in a multitenant BMC Helix Platform environment

Setting up the installation environment

Complete the following actions to make the environment installation ready:
Related topic
• Verify Domain Name System (DNS) for applications
• Create a realm and configure BMC Helix Single Sign-On
• Create an external IP for Elasticsearch
Before you begin

Before you perform the BMC Helix ITSM installation, make sure that you have
installed BMC Helix Platform services 22.2.01.
Verifying DNS for applications

Make sure that you configure DNS for the BMC Helix IT Service Management applications so that you can access the
applications by using the following URL format. The target of DNS entries must be the external load balancer serving the
Ingress controller.
• Mid Tier - <CUSTOMER_SERVICE>-<ENVIRONMENT>.<CLUSTER_DOMAIN>

• Smart IT - <CUSTOMER_SERVICE>-<ENVIRONMENT>-smartit.<CLUSTER_DOMAIN>
• Smart Reporting - <CUSTOMER_SERVICE>-<ENVIRONMENT>-sr.<CLUSTER_DOMAIN>
• Innovation Studio - <CUSTOMER_SERVICE>-<ENVIRONMENT>-is.<CLUSTER_DOMAIN>
• Innovation Suite REST API or CMDB - <CUSTOMER_SERVICE>-<ENVIRONMENT>-restapi.<CLUSTER_DOMAIN>
• Atrium Web Services - <CUSTOMER_SERVICE>-<ENVIRONMENT>-atws.<CLUSTER_DOMAIN>
• Digital Workplace - <CUSTOMER_SERVICE>-<ENVIRONMENT>-dwp.<CLUSTER_DOMAIN>
• Digital Workplace Catalog - <CUSTOMER_SERVICE>-<ENVIRONMENT>-dwpcatalog.<CLUSTER_DOMAIN>
• Live Chat - <CUSTOMER_SERVICE>-<ENVIRONMENT>-vchat.<CLUSTER_DOMAIN>
• Openfire Chat - <CUSTOMER_SERVICE>-<ENVIRONMENT>-chat.<CLUSTER_DOMAIN>
• Support Assistant tool - <CUSTOMER_SERVICE>-<ENVIRONMENT>-supportassisttool.<CLUSTER_DOMAIN>
For example, if CUSTOMER_SERVICE=itsm, ENVIRONMENT=poc, and CLUSTER_DOMAIN=aus-ranch.bmc.com, the
Mid Tier URL will be itsm-poc.aus-ranch.bmc.com
 Important
The platform and application URLs support only the HTTPS protocol.
You must specify the same CUSTOMER_SERVICE and ENVIRONMENT parameter values to the deployment pipeline while
performing the installation.
 Important
When the <ENVIRONMENT> value is prod for production environments, use the URL format by
excluding
-<ENVIRONMENT>

For example, the URL format for Mid Tier production environment is
<CUSTOMER_SERVICE>.<CLUSTER_DOMAIN>
The URL format for Smart IT production environment is <CUSTOMER_SERVICE>-smartit.<CLUSTER_DOMAIN>
Back to top
To configure BMC Helix Single Sign-On

Make sure that BMC Helix Single Sign-On is installed during the BMC Helix Platform services deployment. Configure BMC
Helix Single Sign-On by performing the following steps:
1. Log in to BMC Helix Single Sign-On.

2. On the menu, click Tenant.
3. Click under the Action column to select the SAAS_TENANT.

"Tenant SAAS_TENANT is selected" confirmation message is displayed on the screen.
4. On the main menu, click Realm.
5. Click Add Realm.
6. In the General tab, enter the following details:
Field Value
Realm ID <CUSTOMER_SERVICE>-<ENVIRONMENT>
For example, if CUSTOMER_SERVICE=itsm, ENVIRONMENT=poc, the field

value is itsm-poc

Application Domain(s) List of the following Innovation Suite application URLs separated by
comma:
<CUSTOMER_SERVICE>-<ENVIRONMENT>-atws.<cluster domain>,
<CUSTOMER_SERVICE>-<ENVIRONMENT>-dwpcatalog.<cluster domain>,
<CUSTOMER_SERVICE>-<ENVIRONMENT>.<cluster domain>,
<CUSTOMER_SERVICE>-<ENVIRONMENT>-restapi.<cluster domain>,
<CUSTOMER_SERVICE>-<ENVIRONMENT>-is.<cluster domain>,
<CUSTOMER_SERVICE>-<ENVIRONMENT>-sr.<cluster domain>,
<CUSTOMER_SERVICE>-<ENVIRONMENT>-dwp.<cluster domain>,
<CUSTOMER_SERVICE>-<ENVIRONMENT>-smartit.<cluster domain>,
<CUSTOMER_SERVICE>-<ENVIRONMENT>-chat.<cluster domain>,
<CUSTOMER_SERVICE>-<ENVIRONMENT>-vchat.<cluster domain>
For example:
itsm-poc-atws.itsm-cluster.bmc.com, itsm-poc-dwpcatalog.itsm-
cluster.bmc.com, itsm-poc.itsm-cluster.bmc.com, itsm-poc-restapi.itsm-
cluster.bmc.com, itsm-poc-restapi.itsm-cluster.bmc.com, itsm-poc-is.itsm-
cluster.bmc.com, itsm-poc-sr.itsm-cluster.bmc.com, itsm-poc-dwp.itsm-
cluster.bmc.com, itsm-poc-smartit.itsm-cluster.bmc.com, itsm-poc-
chat.itsm-cluster.bmc.com, itsm-poc-vchat.itsm-cluster.bmc.com
Tenant BMC Helix Platform tenant name.
Specify the tenant name that you view in the List of Tenants page on the
Tenant tab. For example, photon2.170

The following image shows an example:
7. Click the Authentication tab and enter the following details:
Field Value
Authentication Type Select Authentication Type as AR Server
Host platform-user-ext.<namespace>
Replace the namespace with the BMC Helix Innovation

Suite namespace.
Port Port Number – 46262
8. Click Add.
The following video clip shows how to configure BMC Helix Single Sign-On:

Sorry, the video is not supported in this export. But you can reach it using the following URL:
Movie URL not available.
Back to top
To create an external IP for FTS_ELASTICSEARCH

Elasticsearch is deployed when you install BMC Helix Platform services. You can leverage Elasticsearch to provide Full Text
Search capabilities in BMC Helix Innovation Suite.
To leverage Full Text Search capabilities, during BMC Helix IT Service Management installation, use elasticsearch-
logs- opendistro-es-data-svc.<BMC Helix Platform namespace> in FTS_ELASTICSEARCH_HOSTNAME parameter value.
If you are installing BMC Helix Platform and BMC Helix IT Service Management in different clusters, create an external IP
address to Elasticsearch.
Perform the following steps to create an external IP for Elasticsearch:
1. Log in to the BMC Deployment Engine which is your Jenkins server.

kubectl expose service elasticsearch-logs-opendistro-es-data-svc -n <BMC Helix Platform namespace> --

name=elastic-loganalytics-ext --external-ip=<EXT IP>
The following table describes the parameters used in the command:
BMC Helix Platform namespace Specify the namespace where BMC Helix Platform services
are deployed.
EXT IP Specify the IP address of any worker node in your Kubernetes

cluster.
This IP is used as the FTS_ELASTICSEARCH_HOSTNAME

parameter value during BMC Helix Innovation Suite
installation.
Back to top

To create an External IP for LOGS_ELASTICSEARCH

BMC Helix Innovation Suite Fluent Bit uses the Elasticsearch host deployed in the BMC Helix Platform namespace.
To use the Elasticsearch host, during BMC Helix IT Service Management installation, use the service name as
efk- elasticsearch-data-hl.<BMC Helix Platform namespace> in LOGS_ELASTICSEARCH_HOSTNAME parameter
value.
If you are installing BMC Helix Platform and BMC Helix IT Service Management in different clusters, create an external IP
address to Elasticsearch.
Perform the following steps to create an external IP for LOGS_ELASTICSEARCH:
1. Log in to the BMC Deployment Engine which is your Jenkins server.

kubectl
expose service efk-elasticsearch-data-hl -n <BMC Helix Platform namespace> --name=elastic-logging-ext
--external-ip=<EXT IP>
The following table describes the parameters used in the command:
BMC Helix Platform namespace Specify the namespace where BMC Helix Logging services are
deployed.
EXT IP Specify the IP address of any worker node in your Kubernetes

cluster.
This IP is used as the LOGS_ELASTICSEARCH_HOSTNAME

parameter value during BMC Helix Innovation
Suite installation.
Make sure that this IP address is different from the one used
for FTS_ELASTICSEARCH_HOSTNAME.
Back to top
Where to go from
here
Next task Proceed with Performing the installation

Back to process If you are finished performing the BMC Helix IT Service Management
installation, return to the appropriate installation or upgrade process:
Installing

Related topics
Install BMC Helix IT Service Management platform and applications by using the
HELIX_ONPREM_DEPLOYMENT Jenkins pipeline.
The HELIX_ONPREM_DEPLOYMENT Jenkins pipeline runs various deployment
pipelines, in a sequence, and configures the BMC Helix Innovation Suite platform and Installing
service management applications.
 Skills required
Managing Kubernetes
cluster
Using Jenkins See
Recommended skill set
and trainings
The following image describes the actions to perform the installation:
Components deployed through pipelines

The following table lists the BMC Helix IT Service Management platform components and service management
applications deployed through pipelines:

Pipeline Pod name Components deployed through the

pipeline
HELIX_PLATFORM_DEPLOY • platform-fts • BMC Helix Innovation Suite server:

• platform-sr • Email Engine
• platform-int • Approval server
• platform-user • Assignment Engine
Important: The platform-sr, platform- • Flashboards
int, and platform-user pods are not • Full Text Search (FTS)
deployed with the Compact and Small
• AR External Authentication
deployment sizes.
(AREA) LDAP
• AR System Database
Connectivity (ARDBC) LDAP
• Web Services
• Simple Network
Management Protocol
(SNMP)
• BMC Helix Single Sign-On
integration
• BMC Helix CMDB
• Reconciliation Engine
• Normalization Engine
• BMC Atrium Integrator (AI)
• BMC Atrium Integrator server
• Process Designer
• BMC Helix ITSM Suite:
• BMC Helix ITSM: Service Desk

• BMC Helix ITSM: Change
Management
• BMC Helix ITSM: Asset
Management
• BMC Helix ITSM:
Knowledge Management
• BMC Service Request
Management
• BMC Service Level
Management


pipeline
• midtier-int Mid Tier components:

• midtier-user
• Mid Tier
• Apache Tomcat JSP engine
• ARWebReportViewer application
atriumwebsvc • CMDB Web Services

• CMDB Web Registry
HELIX_NONPLATFORM_DEPL • smartit-master BMC Helix ITSM: Smart IT

OY • smartit-slave
The smartit-slave pod is
not deployed with the
compact deployment size.
openfire Openfire
• virtualchatplugin BMC Live Chat

• virtualchatserver
driftmanagement
Drift Management
HELIX_SMARTAPPS_DEPLOY • dwp-tomcat-deployment-master BMC Digital Workplace

• dwp-tomcat-deployment-slave
The dwp-tomcat-deployment-slave
pod is not deployed with the
compact deployment size.
catalog-itsm-plugin BMC Digital Workplace Catalog and BMC

Helix ITSM integration plug-in


pipeline
These applications are deployed as BMC Digital Workplace Catalog

smart bundles on the platform pod.
BMC Helix Business Workflows
BMC Helix Multi-Cloud Broker
BMC Helix Customer Service Management
BMC Helix Portfolio Management
HELIX_INTEROPS_DEPLOY NA Activates BMC Helix ITSM Insights

and BMC Helix Innovation Suite services
for the BMC Helix Platform tenant so that
the services can be used through BMC
Helix Portal.
HELIX_SMARTREPORTING_D smartreporting BMC Helix ITSM: Smart Reporting console

EPLOY
Important:
• You can install BMC Helix ITSM:

Smart Reporting if you have opted
for Smart Reporting extended
support.
• When you perform fresh installation
of BMC Helix IT Service Management
22.1.06 and select to deploy Smart
Reporting, the 21.05.03 version of
Smart Reporting is installed in
your environment.
SUPPORT_ASSISTANT_TOOL assisttool-dep Support Assistant tool
Back to top

Before you begin

Make sure that you have completed the following preinstallation tasks before you start the installation:
• Deployed BMC Helix Platform services 23.2.02

• Downloaded the installation files and accessed the container images.
• Set up the BMC Deployment Engine.
• Prepared your database.
• Set up the installation environment.
• Configured BMC Helix Single Sign-On and created BMC Helix Single Sign-On realm.
• Installed Java 11 or later for AR System clients, such as Developer Studio, Atrium Integrator, and Kaazing.
Back to top
To install BMC Helix Innovation Suite platform and applications

Run the HELIX_ONPREM_DEPLOYMENT pipeline by performing the following steps:
1. Log in to your Jenkins server by using the following URL:

2. Select the HELIX_ONPREM_DEPLOYMENT pipeline, and click Build with Parameters.
3. In the INFRASTRUCTURE section, specify the following parameters:
HELM_BINARY Name of the Helm binary that you have installed.
Example: helm
To find Helm binary name, run the command on the Jenkins

server:
# which helm
Example output of the command is as follows:
/usr/local/bin/helm
In this output, helm is the Helm binary name.

CUSTOM_BINARY_PATH Select this check box if the Java binary is located at <USER-HOME-
DIRECTORY>/bin.
Example: /home/git/bin
Important:
• Make sure that the Java binary is located in a

directory named bin in your home directory.
• Make sure that the Helm and kubectl binaries are
located at default installation paths specified
while setting up BMC Deployment Engine.
AGENT Jenkins agent to run the pipeline. Select the agent added by the
agent-add-pipeline.
Example: root-<Jenkins server host name>.
CHECKOUT_USING_USER Jenkins credential ID that contains the Git credentials. Specify the
value as github.
KUBECONFIG_CREDENTIAL Jenkins credential ID that contains the kubeconfig file for the
target Kubernetes cluster.
To find the kubeconfig credential ID, go to http://

<jenkinsurl>:8080/credentials.
The default value is kubeconfig.
4. In the CODE section, specify the following parameters:
GIT_USER_HOME_DIR Git user home
directory. Example:
/home/git

GIT_REPO_DIR Directory that contains all the Git repositories for the deployment pipelines.
Example: ssh://<Jenkins server host name>/home/git/git_repo
5. In the CUSTOMER-INFO section, specify the following parameters:
IS_CLOUD Select this check box if your Kubernetes or Openshift cluster is

in a cloud environment such as Amazon Web Services (AWS).
Select this option to configure the following service types as

LoadBalancer and creates an external load balancer in the
cloud:
• platform-admin-ext
• platform-int-ext
• platform-user-ext
ROUTE_ENABLED Do not select this check box.
ROUTE_TLS_ENABLED Do not select this check box.
OS_RESTRICTED_SCC Select this check box if you are using an OpenShift cluster and
have restricted security context constraints enabled.
DEPLOYMENT_MODE Specify the value as FRESH to perform a fresh installation of

BMC Helix Innovation Suite.

CLUSTER Specify the value of the Kubernetes cluster context.
Find the cluster from the kubeconfig file. The current-context

value in the kubeconfig file is the cluster name.
Example: dev-k8s-cluster
apiVersion: v1
clusters:
- cluster:
server: https://<local host>/k8s/clusters/c-rxcc6
current-context: dev-k8s-cluster
CUSTOMER_NAME Specify the customer's full name.
Example: ABC Jenkins Limited.
IS_NAMESPACE Specify the namespace where you want to install BMC Helix
Innovation Suite.

CUSTOMER_SERVICE and ENVIRONMENT Specify values of your service and environment.

The pipeline generates URLs in a specific format based on
the inputs provided in the CUSTOMER_SERVICE,
ENVIRONMENT, and CLUSTER_DOMAIN parameters.
Example: If CUSTOMER_SERVICE=itsm,
ENVIRONMENT=poc, and CLUSTER_DOMAIN=aus-
ranch.bmc.com, the following URLs are be generated for
different applications:
• Mid Tier—itsm-poc.aus-ranch.bmc.com
• Smart IT—itsm-poc-smartit.aus-ranch.bmc.com
• Smart Reporting—itsm-poc-sr.aus-ranch.bmc.com
• Innovation Studio—itsm-poc-is.aus-ranch.bmc.com
• Innovation Suite REST API or CMDB—itsm-
poc- restapi.aus-ranch.bmc.com
• Atrium Web Services—itsm-poc-atws.aus-
ranch.bmc.com
• Digital Workplace—itsm-poc-dwp.aus-
ranch.bmc.com
• Digital Workplace Catalog—itsm-poc-
dwpcatalog.aus-ranch.bmc.com
• Live Chat—itsm-poc-vchat.aus-ranch.bmc.com
• Openfire Chat—itsm-poc-chat.aus-ranch.bmc.com
• Support Assistant tool—itsm-poc-
supportassisttool.aus-ranch.bmc.com
The platform and application URLs support only the HTTPS
protocol.
Important: When the ENVIRONMENT value is prod for

production environments, the URLs are generated by excluding
-<ENVIRONMENT> value.
Example, the URL format for Mid Tier production environment

is itsm.aus-ranch.bmc.com
The URL format for Smart IT production environment is

itsm- smartit.aus-ranch.bmc.com

INGRESS_CLASS Specify the Ingress class name of the NGINX Ingress Controller
that you used while installing BMC Helix Platform.
The default value is nginx.
CLUSTER_DOMAIN Specify the domain name of the cluster that you want to use.
INPUT_CONFIG_METHOD Select any of the following actions:
• (Recommended) Generate_Input_File—Select this

option to automatically generate the deployment
input configuration file. The file is generated based
on the parameter values that you provide in the
PRODUCTS, OTHER_INPUT_PARAMS, and
DATABASE_REGISTRY_STORAGE_PASSWORDS_SEC
RETS_DETAILS sections.
• Manual_Input_File—Select this option to upload

your input configuration file manually.
Important: This is an advanced option and do
not use this option for installation on non-
production environments.
Use the Manual_Input_File option only if you are
familiar with the parameters in the input
configuration file. The input configuration file
consists of parameters with default values. You
must update the values based on your installation
environment.

INPUT_CONFIG_FILE If you select the Manual_Input_File option in the

INPUT_CONFIG_METHOD parameter, click Browse and upload
the deployment input configuration file.
Learn about how to manually provide inputs for the input

configuration file and set up the file at Setting up the
deployment input configuration file.
Important: If you select the Manual_Input_File option, you

must provide the values for the parameters in the
INFRASTRUCTURE, CODE, CUSTOMER-INFO, INFRA-DEPLOY,
and PRODUCT-DEPLOY section.
Do not provide the values for the parameters in the PRODUCTS,

OTHER_INPUT_PARAMS,
DATABASE_REGISTRY_STORAGE_PASSWORDS_SECRETS_DETAI
LS, and RSSO_PARAMETERS sections.
CACERTS_FILE Click Browse and upload your custom cacerts file.
Use this optional parameter in the following cases:
• You want to use a custom CA certificate or self-

signed certificate to use HTTPS communication for
Service Management applications.
• You want BMC Helix Innovation Suite platform
to communicate with third-party services that
use custom cacerts.
Important: If you are using a self-signed or custom CA
certificate, make sure that you use the same custom
certificate during BMC Helix Platform and BMC Helix IT Service
For information about creating a custom cacerts file and ways

to apply a custom cacerts file, see Applying security
certificates to your applications.

PLATFORM_COMMON_CACERTS_SSL_TRU Specify a password for your cacerts file.

STSTORE_PASSWORD
By default, the cacerts file password is changeit. Leave this field
blank if you want to use the default password for the cacerts
file.
Important:
• The password must be at least 8 characters long

and must contain at least one upper case alphabet,
one lower case alphabet, one number, and one
special character.
• An exclamation mark (!) is not supported.
Do not select this option.

DB_SSL_CERT
CUSTOMER_SIZE Specify the deployment size such as, compact, small, medium,
or large. Enter the value as C, S, M, or L.
SOURCE_VERSION Specify NA for the source version of the Helm repositories.
PLATFORM_HELM_VERSION Specify 2022106.1.03.00 for the target version of the Helm

repositories.
SMARTREPORTING_SOURCE_VERSION Specify NA for the Smart Reporting application version of the

Helm repositories.
SMARTAPPS_HELM_VERSION Specify 2022106.1.03.00 for the smart applications version of

the Helm repositories.
HELM_NODE Specify the host name of the system where you have installed
HELM.
In the PRODUCTS section, specify the following parameters:

6.

HELIX_VIRTUALCHAT Select this check box to install BMC Live Chat.
HELIX_OPENFIRE Select this check box to install Openfire.
HELIX_DWP Select this check box to install BMC Digital Workplace.
HELIX_DWPA Select this check box to install BMC Digital Workplace Catalog.
HELIX_BWF Select this check box to install BMC Helix Business Workflows.
HELIX_MCSM Select this check box to install BMC Helix Multi-Cloud Broker.
HELIX_ITSM_INSIGHTS Select this check box to install BMC Helix ITSM Insights.
HELIX_TSOMPLUGIN Select this check box to install TrueSight Operations

Management plug-ins.
HELIX_SMARTAPPS_CSM Select this check box to install BMC Helix Customer

Service Management (CSM).
Important: Do not select this check box if you are using a

Microsoft SQL Server database. CSM installation fails on
a Microsoft SQL Server database.
HELIX_SMARTAPPS_FAS Select this check box to install BMC Helix Portfolio

Management.
HELIX_DRIFT_MANAGEMENTPLUGIN Select this check box to install Drift Management.
7. In the INFRA-DEPLOY section, specify the following parameters:

SUPPORT_ASSISTANT_TOOL Select this parameter to install Support Assistant tool user

interface.
Important: Make sure that you select the

SUPPORT_ASSISTANT_TOOL and
SIDECAR_SUPPORT_ASSISTANT_FPACK parameters to install
SIDECAR_SUPPORT_ASSISTANT_FPACK Select this parameter to install Support Assistant tool.
Support Assistant tool is deployed as a sidecar container and

runs as a non-root user. Support Assistant tool deployment
requires namespace level permissions.
Important: Make sure that you select the

SUPPORT_ASSISTANT_TOOL and
SIDECAR_SUPPORT_ASSISTANT_FPACK parameters to install
SUPPORT_ASSISTANT_CREATE_ROLE Select this check box to use a default role when installing the
If you want to use a custom role for the Support Assistant tool
installation, clear this check box and confirm the following
actions:
• In your BMC Helix Innovation Suite namespace,

make sure that you have created a role and the role
has the following rules:
rules:
- apiGroups: [""]
resources: ["pods"]
verbs: ["get", "watch", "list"]
• Make sure that you specify the appropriate

service account in the
SUPPORT_ASSISTANT_SERVICE_ACCOUNT
parameter.

SUPPORT_ASSISTANT_SERVICE_ACCOUNT Specify the value as default so that the default service account is
used during the Support Assistant tool installation.
If you want to use a custom role for the Support Assistant tool
installation, specify the service account name that is available in
your BMC Helix Innovation Suite namespace. Make sure that the
custom role is assigned to the service account by using the role
binding permission.
Select this parameter to install Fluent Bit, which is used to

SIDECAR_FLUENTBIT
collect pods and cluster logs and send that to a central location.
Fluent Bit is deployed as a sidecar container and runs as a non-
root user.
Select this parameter to collect pods and cluster logs.

SIDECAR_FLUENT_DETAIL_LOG
8. In the PRODUCT-DEPLOY section, specify the following parameters:
HELIX_GENERATE_CONFIG Select this check box to generate the deployment input

configuration file automatically.
HELIX_PLATFORM_DEPLOY Select this check box to install the platform components, such
as Mid Tier and BMC Helix CMDB.
HELIX_SMARTREPORTING_DEPLOY Select this check box to install BMC Helix ITSM: Smart
Reporting.
HELIX_NONPLATFORM_DEPLOY Select this check box to install BMC Helix ITSM: Smart IT and
BMC Live Chat.

HELIX_CONFIGURE_ITSM Select this check box to update the hannah_admin user

password in the CTM: People form with the value that you
provide in the BAKEDUSER_HANNAH_ADMIN_PASSWORD
parameter in the
DATABASE_REGISTRY_STORAGE_PASSWORDS_SECRETS_DET
AILS section.
Important: You must select this check box for successful

installation of the smart applications.
HELIX_SMARTAPPS_DEPLOY Select this check box to install applications, BMC Helix ITSM,
BMC Helix Digital Workplace Catalog, BMC Helix Digital
Workplace, BMC Helix Business Workflows, BMC Helix Multi-
Cloud Broker, and BMC Helix ITSM Insights.
HELIX_INTEROPS_DEPLOY Select this check box to activate services such as BMC Helix
ITSM Insights, BMC Helix ITSM: Smart IT, BMC Helix Digital
Workplace, BMC Helix Digital Workplace Catalog, and BMC
Helix Business Workflows for the BMC Helix Platform users.
FULL_STACK_UPGRADE Do not select this option.
HELIX_POST_DEPLOY_CONFIG Select this check box to delete the Demo user.
The Demo user is deleted when you select this option and run
the HELIX_ONPREM_DEPLOYMENT pipeline post-installation
of BMC Helix Innovation Suite.
Important: Do not select this parameter while installing the

platform and applications.
HELIX_DR Do not select this option.
SCALE_DOWN Do not select this option.

HELIX_RESTART Select this option to restart all the application pods.
All the application pods are restarted when you select this
option and run the HELIX_ONPREM_DEPLOYMENT
pipeline post-installation of BMC Helix Innovation Suite.
Important: Do not select this parameter while installing the

platform and applications.
9. In the DATABASE_REGISTRY_STORAGE_PASSWORDS_SECRETS_DETAILS section, specify the following parameters:
AR_ADMIN_USER Do not specify any value in this field for fresh installation.
This field is used in the update or upgrade deployment
mode.
AR_ADMIN_PASSWORD Do not specify any value in this field for fresh installation.
This field is used in the update or upgrade deployment
mode.
REGISTRY_TYPE Select the DTR option.
HARBOR_REGISTRY_HOST Specify the host name of BMC Docker Trusted Registry (DTR)
containers.bmc.com
If you use a local Harbor registry to synchronize with BMC DTR,

specify the host name of your local registry.
Important: Do not specify the host path; specify only the host
name.
IMAGE_REGISTRY_USERNAME Specify the user name to log in to BMC DTR. Specify your EPD
user name.

specify the user name to log in to your local registry.

IMAGE_REGISTRY_PASSWORD Specify the password to log in to BMC DTR. Specify the BMC
DTR (containers.bmc.com) token that you download from EPD.

specify the password to log in to your local registry.
To update the password, click Change Password.
DB_TYPE Select the database type that you want to use:
• mssql
• postgres
• oracle
DB_SSL_ENABLED Do not select this check box.
DB_JDBC_URL Specify a JDBC URL to use a database connection through the

URL.
Example: jdbc:postgresql://server-name:server-port/
database-name?sslmode=verify-full
This parameter is optional.
DB_PORT Specify the database port value.
ORACLE_SERVICE_NAME Specify the Oracle service name to use an Oracle database.
DATABASE_HOST_NAME Specify the host name of the database server.
DATABASE_ADMIN_USER User name to log in to the database.
If you select the DB_TYPE value as mssql or oracle, you can

leave this field blank.
Important: For PostgreSQL database, if you use a user other

than the postgres user, make sure that you create a
database with the same name as that of the user.

DATABASE_ADMIN_PASSWORD Specify the password to log in to the database.
If you select the DB_TYPE value as mssql or oracle, you can

leave this field blank.
DATABASE_RESTORE Select this check box if you want to restore PostgreSQL

database dumps automatically.
If you have restored the database dumps manually, do not

select this check box.
IS_DATABASE_ALWAYS_ON Select this check box if your Microsoft SQL database is in a high
availability cluster.
LOGS_ELASTICSEARCH_HOSTNAME Specify the Elasticsearch service name that is running on the

BMC Helix Logging namespace.
LOGS_ELASTICSEARCH_TLS Select this check box.
LOGS_ELASTICSEARCH_PASSWORD Specify the password that you provided for the

KIBANA_PASSWORD parameter in the secrets.txt file while
installing BMC Helix Platform services.
FTS_ELASTICSEARCH_HOSTNAME Specify the external IP address that you created for

FTS_ELASTICSEARCH or an internal cluster IP that is accessible
for the namespace where you install BMC Helix IT Service
Management.
For more information about external IP for

FTS_ELASTICSEARCH, see Setting up the installation
environment.
FTS_ELASTICSEARCH_USER_PASSWORD Specify the password for Elasticsearch FTS user.

FTS_ELASTICSEARCH_PORT Specify the port of Elasticsearch FTS instance. The port number
is 9200.
FTS_ELASTICSEARCH_SECURE Select this check box if Secure Socket Layer (SSL) is enabled in
your environment.
AR_LOCALE_TO_INSTALL Specify the locale to install the Action Request System.
Example: fr
Supported locales are fr, de, it, es, ja, ko, zh_CN, pt_BR, he, ru,
and pl. English locale is installed by default.
Important: If you specify more locales to install, the installation

time increases. It take approximately 2 hours to install one
locale.
IMAGESECRET_NAME Specify the name used to create Kubernetes image registry

secret.
Important: Use lower case alphanumeric characters and a

hyphen (-) in the secret. The secret must start and end with an
alphanumeric character. Example: image-1.
BAKEDUSER_HANNAH_ADMIN_PASSWORD Specify the password for BMC Helix Digital Workplace

administrator user hannah_admin.
Specify a password that has minimum 8 characters,

including one upper case character, one lower case
character, and one special character.

AR_DB_NAME Specify the name of the BMC Helix Innovation Suite database.
Important:
• If you are using an Oracle database, specify

the Oracle service name as the parameter
value. Specify the same value as that of the
ORACLE_SERVICE_NAME value.
• Make sure that you the database name starts with
a character. You can specify numbers and only the
following special characters in the name:
• Dollar $
• Hash #
• Underscore _
AR_DB_USER Specify the BMC Helix Innovation Suite database user.
Important: Make sure that you the database user name starts
with a character. You can specify numbers and only the
• Dollar $
• Hash #
• Underscore _
AR_DB_PASSWORD Specify the password for BMC Helix Innovation Suite user.
AR_SERVER_APP_SERVICE_PASSWORD Specify the password to access applications.
Important: The maximum password limit is 19 characters.
AR_SERVER_DSO_USER_PASSWORD Specify the password to access the Distributed Server
Option. To update the password, click Change Password.

AR_SERVER_MIDTIER_SERVICE_PASSWORD Specify the password to access the Mid Tier.
SMARTREPORTING_DB_NAME Specify the name of the BMC Helix ITSM: Smart Reporting
database.
Important: Make sure that you the database name starts with a
character. You can specify numbers and only the following
special characters in the name:
• Dollar $
• Hash #
• Underscore _
SMARTREPORTING_DB_USER Specify the BMC Helix ITSM: Smart Reporting database user.
Important: Make sure that you the database user name starts
with a character. You can specify numbers and only the
• Dollar $
• Hash #
• Underscore _
SMARTREPORTING_DB_PASSWORD Specify the password for the BMC Helix ITSM: Smart Reporting
user.
VC_RKM_USER_NAME Specify the user name for BMC Helix Virtual Agent.
VC_RKM_PASSWORD Specify the password for the BMC Helix Virtual Agent user.
VC_PROXY_USER_LOGIN_NAME Specify the proxy user login name for BMC Helix Virtual Agent.

VC_PROXY_USER_PASSWORD Specify the password for the BMC Helix Virtual Agentproxy
user.
DWP_CONFIG_PRIMARY_ORG_NAME Specify the organization name for BMC Helix Digital Workplace.
Example: Petramco
DWP_CONFIG_SUBTENANT_USER_PASSWO Specify the password for the BMC Helix Digital Workplace user.
RD
AR_SERVER_ALIAS Specify the alias name of AR System server.
Important: Make sure that you specify the value for this
parameter.
PLATFORM_ADMIN_PLATFORM_EXTERNAL Specify the external IP address to enable external access.

_IPS
The external IP must be in JSON list format within square
brackets. Multiple values must be separated by a comma with
no space after the comma.
Example: [10.168.xx.xx,10.168.xx.xx]
Important: Make sure that you specify the value for this
parameter if your Kubernetes or Openshift cluster is not in a
cloud environment.
ENABLE_PLATFORM_INT_NORMALIZATION Select this checkbox to start the Normalization service on

the platform-int pod.
MIDTIERCACHEBUILDER_TRIGGER_PRELOA Select this checkbox to enable full data cache mode.

D
MIDTIERCACHEBUILDER_SCHEDULE Specify a cron job schedule for the Mid Tier cache builder job.

BWF_DEPLOY_SAMPLE_CONTENT_PACK Select this check box to deploy BMC Helix Business Workflows
sample content package.
10. In the RSSO_PARAMETERS section, specify the following parameters:
RSSO_URL BMC Helix Single Sign-On URL that you used during the BMC Helix Platform services
deployment.
Example, specify https://<LB_HOST>/rsso
LB_HOST is the load balancer host name that you used in the infra.config file during the
BMC Helix Platform services deployment.
Important: Make sure that you do not specify a forward slash ( / ) at the end of the URL.
RSSO_ADMIN_USE Administrator user name to login to BMC Helix Single Sign-On by using the RSSO_URL.
R
RSSO_ADMIN_PASS Password to login to BMC Helix Single Sign-On by using the RSSO_URL.
WORD
TENANT_DOMAIN Value of the Tenant parameter that you specified while configuring the BMC Helix
Single Sign-On realm.
11. In the ITSM_INTEROPS_PARAMETERS section, specify the following parameters:
HELIX_PLATFORM_DOMAIN Domain name of the cluster where BMC Helix Platform is

installed.

HELIX_PLATFORM_NAMESPACE Namespace where BMC Helix Platform is installed.
HELIX_PLATFORM_CUSTOMER_NAME Registered tenant name in BMC Helix Platform.
12. In the Select the services for interoperability configuration section, select the services that you want to enable
for the tenant that was created during the BMC Helix Platform installation.
BMC_HELIX_ITSM_Insights Select this check box to enable BMC Helix ITSM Insights.
BMC_HELIX_SMART_IT Select this check box to enable BMC Helix ITSM: Smart IT.
BMC_HELIX_BWF Select this check box to enable BMC Helix Business

Workflows.
BMC_HELIX_DWP Select this check box to enable BMC Helix Digital Workplace.
BMC_HELIX_INNOVATION_STUDIO Select this check box to enable BMC Helix Innovation

Studio.
BMC_HELIX_DWPA Select this check box to enable BMC Helix Digital Workplace
Catalog.
13. In the SPLUNK CONFIGURATION DETAILS section, do not specify any value for the parameters.
14. Click Build.
The HELIX_ONPREM_DEPLOYMENT pipeline installs the platform and applications. After the BMC Helix IT Service
Management installation is complete, you must apply application licenses within three days.
15. To perform the post-installation configurations, rebuild the HELIX_ONPREM_DEPLOYMENT pipeline by
selecting the HELIX_POST_DEPLOY_CONFIG check box in the PRODUCT-DEPLOY section.
 Important

Make sure that you perform this step after the successful installation of BMC Helix IT Service
Management because it deletes the Demo user that is used for installation.
Back to top
To address a failed pipeline execution

If you encounter an error related to signatures, and the HELIX_ONPREM_DEPLOYMENT pipeline execution fails, you must
approve the signature.
The following image shows an example error:
Approve the signature by performing the following steps:
1. In the HELIX_ONPREM_DEPLOYMENT pipeline Console Output, in the logs, click Administrators can
decide whether to approve or reject this signature.
You are redirected to http://<jenkins_host:port>/scriptApproval/.
2. Approve the signature.
3. Rebuild the HELIX_ONPREM_DEPLOYMENT pipeline.
Back to top
To install AR System clients

1. In your local system, unzip the AR System clients installer ARSuiteKitDeveloperWindows22.1.06.zip file.
2. Navigate to the Disk 1 folder and run the setup.exe file.
3. On the Introduction page, click Next.
4. On the License Agreement page, review the license agreement, click I agree to the terms of license agreement,
and then click Next.
5. On the User Inputs page, in the Destination Directory field, specify the directory in which you want to install
the AR System clients, and click Next.
The default location is C:\Program Files\BMC Software\ARSystem
6. In the 64-bit JAVA Path field, specify the JRE path, and click Next.

7. In the Workspace field, specify the the directory in which you want to install Developer Studio, and click
Next. The default location is C:\Users\Administrator\DeveloperStudio
8. In the field, Data Import Tool field, specify the location where you want to install Data Import Tool, and click
Next. The default location is C:\Users\Administrator\DataImportTool
9. Click Install.
The AR System clients are installed.
10. (Optional) To review the installer log for any errors, click View Log.
The install logs are available at the C:\Users\Administrator\AppData\Local\Temp\arsystem_install_log.txt
location.
After you have analyzed the logs, close the log.
11. To exit the AR System clients installer, click Done.
To perform post-installation checks

1. Verify the platform and application components pod are running by using the following command:
kubectl get pod -n <namespace>
2. Verify that the you can access the platform and application components by using the following URLs:
Application URL
Mid Tier https://<midtier-user ingress name>/arsys
Use the hannah_admin user credentials to login.

Application URL
BMC Helix Innovation Studio https://<platform-user ingress name>/helix/index.html#/

com.bmc.arsys.rx.innovationstudio
BMC Helix Innovation Studio landing page URL that lists all the
application links is as follows:
https://<platform-user ingress name>
BMC Helix CMDB https://<platform-cmdbapi>/cmdb/index.html
BMC Helix ITSM: Smart IT https://<smartit ingress name>
To access
BMC Helix ITSM: Smart IT, you must set up a user with specific
a Smart IT role.
Learn about Smart IT roles and adding a user at

Smart IT roles and permissions and
Adding people without using templates .
BMC Helix ITSM: Smart Reporting https://<smartreporting ingress name>
Use the siadmin user credentials to login.
BMC Digital Workplace Catalog https://<catalog ingress name>/dwpc/index.html
BMC Digital Workplace https://<dwp-default-ingress ingress name>

Application URL
BMC Live Chat https://<virtualchatserver ingress name>
Use the admin user credentials to login.
Openfire https://<openfire ingress name>
Use the admin user credentials to login.
Support Assistant tool https://<supportassisttool ingress name>
Use the following default local user credentials:
• User name—admin
• Password—satAdmin1#
Important: When you login for the first time, the change
password field is displayed in the login dialog box. Make sure
that you change the login credentials.
To find the ingress names, in your Jenkins server, run the following command:
kubectl get ing -n <namespace>
The following image shows an example output of the command:

Example: URL to access Mid Tier is https://rtm-dev.aus-ranch.bmc.com/arsys.
 Important
If your database IP or DNS address changes post-installation of BMC Helix IT Service Management, to update
database details, see the knowledge article How to change Database IP / DNS post-installation.
the
Back to top
To restart application pods

After you perform a fresh installation of BMC Helix IT Service Management, if you want to restart all the application pods,
1. Verify that the HELIX_RESTART deployment pipeline exists in your Jenkins server.
2. If the HELIX_RESTART pipeline is not present in your Jenkins server, add the pipeline by performing the
following steps:
a. Log in to the Jenkins server by using the following URL:
b. On the Jenkins home page, click New Item.
c. In the Enter an item name field, enter the pipeline name as HELIX_RESTART
d. Select Pipeline and click OK.
e. Click the Pipeline tab.

f. Enter the following information:
Field Description
repository in the format ssh://git@<jenkins_server>/
<path to itsm-on-premise-installer.git>.
name>/home/git/ git_repo/ITSM_REPO/itsm-on-premise-
installer.git.
Additional Behaviours Specify the script path as pipeline/jenkinsfile/

HELIX_RESTART.jenkinsfile
g. Click Apply and then Save.

After the pipeline is created, make sure that the pipeline is selected from Jenkins home page.
h. Click Build Now.
The first build fails because it needs to run the first time to load all the parameters of the pipeline script.
i. After the build fails, select the pipeline name again from the Jenkins home page.
The Build Now option changes to Build With Parameters.
3. In the HELIX_ONPREM_DEPLOYMENT pipeline, in the Build History section, select the last build, and click Rebuild.
4. Make sure that the parameter values that you specified during the build that you used to install BMC Helix
IT Service Management are present.
5. In the PRODUCT-DEPLOY section, select the HELIX_RESTART
option. Make sure that you do not select any other options in the
section.
6. Click Rebuild.
The HELIX_ONPREM_DEPLOYMENT pipeline restarts all the application pods.
Back to top
To install additional locales

After you perform a fresh installation of BMC Helix IT Service Management, if you want to install additional locales,

2. In the PRODUCT-DEPLOY section, select the HELIX_GENERATE_CONFIG option.
3. In the DATABASE_REGISTRY_STORAGE_PASSWORDS_SECRETS_DETAILS section, in the AR_LOCALE_TO_INSTALL

parameter, add the additional locales that you want to install.
4. Build the HELIX_ONPREM_DEPLOYMENT pipeline by using the Rebuild option.
5. Select the HELIX_ONPREM_DEPLOYMENT pipeline, select the latest build, and click Rebuild.
6. In the CUSTOMER-INFO section, specify the DEPLOYMENT_MODE parameter value as SERVICE.
7. In the PRODUCT-DEPLOY section, select the HELIX_PLATFORM_DEPLOY, HELIX_NONPLATFORM_DEPLOY,
HELIX_SMARTAPPS_DEPLOY option.
8. Click Rebuild.
Back to top
To install additional products

After you perform a fresh installation of BMC Helix IT Service Management, if you want to install additional products later,
2. In the PRODUCTS section, select the additional products that you want to install.
Example, to install BMC Helix Business Workflows , select the HELIX_BWF
option.
6. In the CUSTOMER-INFO section, specify the DEPLOYMENT_MODE parameter value as SERVICE.
7. In the PRODUCT-DEPLOY section, select the respective product deployment pipeline.
For example: To install BMC Helix Business Workflows, select the HELIX_SMARTAPPS_DEPLOY option.
8. Click Rebuild.
Back to top
To scale down ITSM Insights services

If you select ITSM Insights during BMC Helix Platform services installation and you do not want to use the ITSM Insights
services, scale down the services to save the resource utilization. To scale down the services, perform the following steps:
1. In the namespace where you install BMC Helix Platform services, run the following command:
kubectl get deployment -n <BMC Helix Platform namespace> | grep aif
Sample output:

aif-api-service 1/1 1 1 23d

aif-clustering-ingestion-service 1/1 1 1 23d
aif-clustering-query-service 1/1 1 1 23d
aif-clustering-service 1/1 1 1 23d
aif-core-service 1/1 1 1 23d
aif-incident-ingestion-service 1/1 1 1 23d
aif-job-manager-service 1/1 1 1 23d
aif-machine-learning-utilities 1/1 1 1 23d
aif-ticket-service 1/1 1 1 23d
kubectl get deployment -n <BMC Helix Platform namespace> | grep victoria
Sample output:
victoria-metrics-cluster-vminsert 3/3 3 3 16d

victoria-metrics-cluster-vmselect 3/3 3 3 16d
kubectl get sts -n <BMC Helix Platform namespace> | grep victoria
Sample output:
victoria-metrics-cluster-vmstorage 3/3 16d
4. Scale down the services listed in steps 1, 2, and 3 to zero replicas.

Example, to scale down the aif-api-service and victoria-metrics-cluster-vmstorage services, run the following
commands:
kubectl scale deployment aif-api-service -n <BMC Helix Platform namespace> --replicas=0

kubectl scale sts victoria-metrics-cluster-vmstorage -n <BMC Helix Platform namespace> --replicas=0
Back to top
Next task Proceed with Obtaining license keys
Back to process If you are finished Obtaining the license keys, return to the appropriate
installation or upgrade process:
• Installing

Obtaining license keys

After you install BMC Helix IT Service Management, you must obtain and apply a
Related topics
license key within three days. A license key is a value that enables you to activate a
license. Each key is tied to a database unique identifier (database ID).
Performing the
postinstallation
configurations
Licensing overview
 Note
If your database ID changes, you must request a license purge and get a new license by contacting BMC
Support.
To request a temporary or permanent key, you must access the BMC Support Central Site
at http://www.bmc.com/support/support-central.html .
Key type Information required
Permanent • Support contract ID

• Purchase order number
• Email address
• Action Request System server version
• Database ID
• Site Name default to Support Contract ID
Temporary • Support contract ID

• Email address
• Action Request System server version
• Database ID
To obtain a license key, consider the following points:
• You must be an active user with a valid login account on BMC Support Central.
If you do not know your user ID and password for the site, contact BMC Support Contacts for your region.
• If you purchased your Action Request System server license through a BMC sales representative or over the
web, you can download the product from the BMC Electronic Product Distribution (EPD) site.
Access the EPD site from the BMC Customer Support website at http://www.bmc.com/support .

License keys required by Action Request System server version

A product license key is only required for the Action Request System server, which you have to enter in the system. For
BMC applications, add-on modules, and users, a valid license from BMC is required for configuration, but you do not
require a product license key. You are licensed to use only the capacity that you have purchased pursuant to your license
agreement and applicable order.
To request a temporary or permanent license key

1. Log in to BMC Support Central at http://www.bmc.com/support .
2. On the My Support tab, click Licensing and Password.

3. In the Innovation Suite OnPrem, Remedy License Keys section, click Request/ Purge Licenses.
4. On the Request License tab, enter the required information for the license.
a. Verify that your available BMC Helix Innovation Suite licensed products and features are related to
the Support Contract ID displayed on the form. If the correct Support ID is not displayed, contact
BMC Customer Support to help you find your support IDs.
b. Select the correct Action Request System server version. This is required for a valid license key.
c. Enter the database ID of the Action Request System
server. To find the database ID, see to determine the
database ID. The following image shows an example:
5. In the Entitled Products section, select Product Feature from the list of Product Features available for the
Support Contract ID, and click Next.

6. In the Email Address field, specify the license key delivery email address, and click
Continue. The following image shows an example:
7. On the Agreement screen, click Agree.

Your license key will be sent to your email address.
 Notes
To request for a license key, make sure that you use a database ID and not a host ID.
When you use the database ID to generate a license key, you need not obtain individual license keys
for multiple servers in a server group. Multiple servers in a server group use the same database and
they share licenses.
You can request only one license key at a time.
To determine the database ID

1. Log in to Action Request System.
2. From the list of applications on the IT Home page, select AR System Administration > AR System Administration
Console.

3. In the navigation pane, select System > General > Add or Remove Licenses.
The Current Database ID on the Add Remove Licenses form indicates the database to which the current host is
connected. The following image shows an example database ID:
To add Action Request System license

1. Log in to Mid Tier.
2. From the list of applications on the IT Home page, select AR System Administration > AR System Administration
Console.
3. In the navigation pane, select System > General > Add or Remove Licenses.
4. Select Add New.
5. Select Action Request System server, and then enter the number of icenses.
• For server and application licenses, enter 1.
• For user licenses, enter any number greater than 0.
6. Add the license key number with the dash in the number.
Make sure that you do not leave any leading or trailing
spaces.
7. Enter the Expiration Date (if the key is temporary) in the same format as the key structure.
8. Click Save.
A message is displayed that states that your Action Request System server is now licensed.
 Important
After the BMC Helix IT Service Management installation is complete, you must add the license in your Action
Request System server within three days.
Add only one license key per application, but add enough user licenses for the various service management
applications that you are licensed to use.
From the list displayed, select the type of license that you want to add. The License Type field is updated with
the license type that you selected. Select the number of licenses and enter the license key, if applicable.
Click Generate License Usage Report to communicate license usage to your support and account
representatives.

In case of an invalid or expired license, you get the following error message:
You have reached the maximum number of database entries permitted with this version of the Action
Request System(R).
To purchase the unrestricted version, contact your sales representative. (ARERR 337)
Next task Proceed with Activating application licenses
Back to process If you are finished Activating the application licenses, return to
Installing.
Activating application licenses

Before accessing applications, you must license those applications. To add
Related topics
information to Service Management applications, you must have a BMC Helix
Innovation Suite write license (fixed or floating). You must also have the appropriate
application licenses to create or modify entries in the Application Administration
Console. Obtaining license keys
Adding or removing licenses
Setting license options
Exporting or importing
licenses
Licensing requirements vary depending on the version of BMC Helix Innovation Suite you use. Also, depending on the
components that you use, you might need several licenses to activate an application.
 Important
You cannot change the license type of a user to Fixed more than three times in one
week.
To add applications licenses

Licenses are active as soon as they are added to the server.

2. Open the AR System Administration Console by selecting Applications > AR System Administration > AR
System Administration Console.
3. In the AR System Administration Console, select System > General > Add or Remove Licenses.
4. Click Add New.
5. In License Type, select BMC Helix application licenses, and select the application license that you want to
add. The following table lists the application licenses:
BMC application License type
BMC Atrium Core AR System server license
AR User Fixed
BMC Asset Management AR System server license
AR User Fixed (at least 20 if you install sample data)
Atrium CMDB Application license
Financial Management Application license
Financial Management User Fixed license
Asset Management Application license
Asset Management User Fixed license
BMC Change Management AR System server license
Change Management Dashboard Application license
Change Management Application license
Change Management User Fixed license

BMC Incident Management AR System server license
Incident Management Application license
Incident Management User Fixed license
BMC Problem Management AR System server license
Problem Management Application license
Problem Management User Fixed license
BMC Knowledge Management AR System server license
AR User Fixed
Full Text Search
Financial Management Application
license Financial Management User Fixed
license

BMC Service Request Management AR System server license
AR User Fixed
BMC:SR Mgmt Application
BMC Service Level Management AR System server license
AR User Fixed
BMC Service Level Management license
You can also enter a custom license type that is not in the list.
6. (Only for trial licenses) In the Expiration Date field, enter the date after which the license expires.
7. The License Qualifier field is used to further identify license behavior.
Do not modify this field unless instructed to do so by BMC or a qualified BMC partner.
8. Click Save.
9. (Optional) To share license usage report with your support and account representatives, click Generate
License Usage Report.
To add the user license limit

You can add a user license limit which is the maximum number of user licenses available for use per application.

2. Open the AR System Administration Console by selecting Applications > AR System Administration > AR
System Administration Console.
3. In the AR System Administration Console, select System > General > Add or Remove Licenses.
4. Open the application license in which you want to specify the user license limit.
5. In Number of Licenses field, enter the number of licenses.
 Tip
Add only one license key per application but add enough user licenses for the different BMC
applications that you are using.

For example, when you are adding the BMC Helix ITSM: Change Management Application, enter the
number of licenses as 1. For BMC Change ManagementBMC Helix ITSM: Change Management User Fixed license,
enter the number licenses based on your requirement.
6. Click Save.
Next task Proceed with Performing the postinstallation configurations
Back to process If you are finished performing the postinstallation configurations, return
to the Installing.
Performing the postinstallation configurations

Related topic
Review information in this topic to understand the configurations that a system
administrator performs after the successful deployment of BMC Helix IT Service
Management.
Accessing and navigating
Developer Studio
After you successfully perform the installation and activate the licenses, perform the following configurations to set up
BMC Helix IT Service Management.
 Important
When BMC Service Request Management is installed, the Request Entry console in Service Request
Management is disabled by default. If you want to use the Request Entry console for service
request management, enable the console in BMC Service Request Management.

To load foundation data
Applications use Foundation data that consists of common data elements, such as people, organization, locations,
categorizations, and geography, that can be used by multiple applications in an organization to satisfy different
requirements. The Foundation data can be used to drive business processes and rules.
For steps on loading the foundation data in your system, see the topic
Setting up and modifying Foundation data by using Application Administration Console in the Action Request
System documentation.
Back to top
To update the Survey URL in the SYS:Attachments form
1. Open the SYS:Attachments form and search for Attachment Definition = Survey.
2. Update the URL field in the following format:
https://<MIDTIER_USER_INGRESS_HOST>.com/arsys/servlet/ViewFormServlet?
form=SRM:Survey&view=RequesterAnswer&server=<MIDTIER_USER_INGRESS_HOST>-s
3. If you have installed a language pack, update this URL for other language entries.
Back to top
To configure and validate the incoming and outgoing mailboxes
To configure the incoming and outgoing mailboxes

1. Navigate to the AR System Email Mailbox Configuration form.
2. To create an incoming mailbox, set the following parameters:
• Mailbox Function - Incoming
• Polling Interval - 1

• Email server Requires SSL - No

Set the Email Server User and Email Server Password.
Incoming Mailbox:
3. On the Advanced Configuration tab, set the following values:

• Email Action -Parse
• Enable Modify Actions - Yes
4. To create an outgoing mailbox, set the following parameters:

• Mailbox Function - Outgoing

• Polling Interval - 1
• Email server Requires SSL - No
Set the Email Server User and Email Server Password.
Outgoing Mailbox:
5. On the Advanced Configuration tab, set the following values:

• Delete Outgoing Notification Messages - No
• Enable Modify Actions - Yes
In the Display Name and Organization, add the full name of the organization.

To validate the incoming and outgoing mailboxes

1. Navigate to the AR System Email Messages form.
2. Click New Request and update the following fields:
a. Mailbox Name
b. To
c. Subject
d. Body of the mail
3. Click Send.
You will receive an email in some time. This check validates that your outgoing mailbox is configured correctly.
4. Reply to the email to test whether the incoming mailbox is configured correctly.
5. After you reply to the mail, navigate to the AR System Email Messages form and select New Search >
Select Message Type: Incoming > Search.
Check if the reply mail is present.

Back to top
To validate the Configuration Manager Dashboard (CMDB Dashboard)
1. Navigate to Applications > Atrium Core > Configuration Dashboard Manager

2. Verify if you can see the dashboard correctly.
Back to top
To connect to Developer Studio
For Developer Studio to be able to connect with BMC Helix Innovation Suite server, you must use the External IP of the
platform service.
1. On the BMC Deployment Engine which is your Jenkins server, run the following command, and note the
EXTERNAL- IP address of the platform-admin-ext service:
kubectl get svc -n <namespace>
If your Kubernetes or Openshift cluster is not in a cloud environment, look for the external IP address and use the
value and port 46262 to connect to Developer studio. Example output of the command is as follows:
NAME TYPE CLUSTER-IP EXTERNAL-IP PORT(S)platform-admin-extClusterIP10.43.27.39

172.19.xxx.xx 46262/TCP,8008/TCP,20000/TCP,61617/TCP,7319/TCP,40001/TCP,9999/TCP,9556/TCP 16d
If your Kubernetes or Openshift cluster is in a cloud environment, look for the load balancer hostname and use the
value and port 46262 to connect to Developer studio. Example output of the command is as follows:
NAME TYPE CLUSTER-IP EXTERNAL-IP

PORT(S)
platform-admin-ext LoadBalancer 10.100.233.202 xxxxxxxxx.us-east-2.elb.amazonaws.com,xx.xx.xxx.xxx
46262:31301/TCP,8008:31827/TCP,20000:30189/TCP,61617:30579/TCP,7319:30370/TCP,40001:31482/TCP,9999:3147
6/TCP,9556:30511/TCP8d

2. (Optional) Confirm that the platform-admin-ext service has the EXTERNAL-IP value configured by using
the following command:
kubectl get svc -n <BMC Helix Innovation Suite namespace>
If the command output does not display any IP address for the platform-admin-ext service, the EXTERNAL-IP is not
configured. Configure the EXTERNAL-IP by running the following command:
kubectl patch service platform-admin-ext -n <namespace> -p '{"spec":{"externalIPs":["'<IP address of

your Kubernetes cluster worker node>'"]}}'
For example:
kubectl patch service platform-admin-ext -n <namespace> -p '{"spec":{"externalIPs":["'172.10.101.123'"]

}}'
Back to top
Next task To perform basic configurations such as configure set up users, and
provide user permissions proceed with
Onboarding and implementing in Action Request System
documentation.
Back to process Return to Installing.
Enabling Gainsight PX to drive user adoption and tracking product telemetry

BMC Helix Innovation Studio collects telemetry data such as automatic events, clicks
Related topics
or page navigation, custom events such as opening a dropdown menu or using a
specific product feature.
The data collection provides insights into product usage, users’ activities within the Setting up and going live
application, product performance, gaining web statistics, and optimizing the
product capabilities.
To enable Gainsight PX and provide your consent for data collection for all the users
1. Log in to BMC Helix Innovation Studio.
2. To enable Gainsight PX, access the following URL:
https://<host>:<port>/helix/index.html#/com.bmc.arsys.rx.settings/preview/

com.bmc.arsys.rx.settings:GAINSIGHT%20SETTINGS
3. On the Gainsight Settings page, from the Analytics & Improvements section, select the For my organization toggle
key to enable Gainsight and the data collection for performance and product improvements.
This enables data collection for all users.
 Tip
To understand the types of data that are collected, expand Learn more about what we
collect.
You can modify your consent for data collection at any time. For more information, see To modify your consent
for data collection.
4. Select the Load Gainsight script from BMC IT toggle key to load the Gainsight script from BMC IT.
 Important
Make sure Load Gainsight script from BMC IT is always enabled.
5. From the Deployment type list, select from the following deployment modes on which you want to load
the Gainsight script:
• SaaS
• OnPrem
 Important
For on-premises make sure you always select the OnPrem
option.
6. From the Environment type list, select from the following environments on which you want to load the
Gainsight script:
• (Default) Production
• QA
• Staging

• Integration
 Tip
We recommend that you use Production option for your production environments,
and
Integration option for all the non-production environments.
7. Click Save.
After you enable the data collection settings, a notification message is displayed on BMC Helix Innovation Studio.
When you log in to BMC Helix Innovation Studio for the first time, data collection is enabled by default, and the following
notification message appears. You can modify the consent for data collection at any time.
To modify your consent for data collection

You can modify your data collection consent at any time. Your change applies only to your individual user account.
 Important
To modify data collection for all users within the organization, see To provide your consent for data collection for all
the users.
1. Log in to BMC Helix Innovation Studio.

2. From user profile, select Analytics.

3. In the Analytics dialog box, modify your consent.
 Tip
To understand the types of data that are collected, expand Learn more about what we
collect.
4. Click Save.
Using ConfigMaps to access the configuration files

The BMC Helix Innovation Suite container installs BMC Helix Innovation Suite and Service Management applications in
your on-premises environment by using the Jenkins pipeline. The Jenkins pipeline runs various deployment pipelines and
configures the BMC Helix Innovation Suite and applications. If you want to update the configuration files anytime after
you successfully deploy the container, you can use ConfigMaps.
In the BMC Helix Innovation Suite containerized environment, you cannot access the configuration files directly. As a
system administrator, you can use a ConfigMap to access and make changes to a configuration file in the system. The
configuration files are stored in the configmapfiles folder in the helm directory on your server. You can update the
logging files by using configmaps, for example logback_server.xml files and log4j files. You can update the configurations
for all the pods running in your namespace by updating a single ConfigMap file.
Before you begin

Perform the following steps to checkout and clone the Helm Repository to your server:
1. Navigate to the directory where you want to clone the Helm Repository. For example, cd/tmp.
2. Clone the directory to a folder named containerization-certified.git by using the following command:
git clone git@<jenkinsServer>:/<GITREPO_PATH>HELM_REPO/containerization-certified.git/
A containerization-certified folder is created in the directory.

3. Navigate to the clone directory:
cd containerization-certified
4. Run the following command to view the files:
git checkout tags/<TARGET_VERSION>
where <TARGET_VERSION> is the version from the HELIX_ONPREM_DEPLOYMENT pipeline.

You can see the kubernetes folder in the containerization-certified folder.
Example: To update logback_server.xml file by using a ConfigMap

As an example, perform the following steps to update a parameter in the logback_server.xml file:
1. In the containerization-certified folder, navigate to kubernetes/helm/staging/configmapfiles folder.

The following folders are present in the configmapfiles folder:
• ars/opt/extconfig
• certs/opt/extconfig
• midtier/opt/extconfig
• smartit/opt/extconfig
• smartreporting/opt/extconfig
2. In the ars folder, navigate to the opt/extconfig/logback_server.xml file.
3. In the logback_server.xml file, edit the required parameter and save the file.
4. Edit the respective deploy.sh file for the component for which you have updated the parameter.
In this example, navigate to kubernetes/helm/platform folder and open the deploy.sh file.
5. From the deploy.sh file, copy the following command with the namespace and staging path values:
kubectl create configmap --namespace $NAMESPACE platform-extconfig --from-file=$STAGINGPATH/

configmapfiles/ars/opt/extconfig --dry-run -o yaml | kubectl apply -f -

Parameter name Value
$NAMESPACE Namespace containing the pods.
$STAGINGPATH Path to the helm charts where the configmapfiles are stored. For
example, kubernetes/helm/staging
6. After you update the values of $NAMESPACE and $STAGINGPATH parameters, run the
command. For example:
kubectl create configmap --namespace ABC platform-extconfig --from-file=kubernetes/helm/staging/
configmapfiles/ars/opt/extconfig --dry-run -o yaml | kubectl apply -f -
7. Upload the changes to your server by performing the following steps:

a. Navigate to the checkout directory from the Step 1 of the Before you begin section:
cd /<Checkout DIR>/containerization-certified
b. Run the following commands to push the changes to the server:
##Adding Changes for checkin git add -A

git commit -am "Modifying Helm"
##Locally removing tag

git tag -d <TARGET VERSION>
##Locally adding the tag git tag <TARGET VERSION>
##Deleting tag form GIT server git push origin :<TARGET VERSION>
##Pushing the tag in GIT server git push origin <TARGET VERSION>
The configuration values get updated in the container.
Applying security certificates to your applications

Use security certificates to enable communication between BMC Helix Innovation Suite and application components
with third-party services that do not have trusted CA signed security certificates. Use a custom CA certificate with third-
party service public keys for authentication and add it to the trust store.
You can create a certificate and apply it while installing BMC Helix IT Service Management or post-installation of BMC

 Important
To apply a custom or self-signed certificate for HTTPS communication, create the certificate and upload it
while installing BMC Helix IT Service Management.
Before you begin

Make sure that you created a custom or self-signed certificate.
To apply a security certificate post-installation of BMC Helix IT Service Management

1. On the BMC Deployment Engine that is your Jenkins server, navigate to the HELIX_ONPREM_DEPLOYMENT
pipeline.
2. In the HELIX_ONPREM_DEPLOYMENT pipeline, in the Build History section, select the last job, and click Rebuild.
DEPLOYMENT_MO Specify the value as SERVICE.

DE
Important: Make sure that you use the same custom certificate for BMC Helix Platform
and BMC Helix IT Service Management.

5. In the PRODUCT-DEPLOY section, select the following options based on the platform or application component
for which you want to apply a custom cacerts file:

Component Option to select
Platform Admin HELIX_PLATFORM_DEPLOY
Platform FTS
Platform Integration
Platform User
Platform Smart Reporting
Mid Tier
BMC Helix ITSM: Smart Reporting SMARTREPORT_DEPLOY
BMC Helix ITSM: Smart IT master HELIX_NONPLATFORM_DEPLOY
BMC Helix ITSM: Smart IT slave HELIX_NONPLATFORM_DEPLOY
BMC Helix Digital Workplace HELIX_SMARTAPPS_DEPLOY
BMC Live Chat HELIX_NONPLATFORM_DEPLOY
Applying custom CSS and images to your application

You can customize applications with custom images, logos, and design styles to brand your applications. To apply
custom cascading style sheet (CSS) files and images to your application, use the DBFileSync utility. You can use the utility
to apply CSS and images to the BMC Helix ITSM: Smart IT and BMC Helix ITSM: Smart Reporting applications.
The DBFileSync utility provides the branding information required for an application in a ZIP file. The utility is embedded in
the application container and checks for any updates based on the database sync interval, fetches the updated file, and
unzips the file in the folder for branding in your application.

Learn about branding BMC Helix Single Sign-On, BMC Helix ITSM, BMC Digital Workplace, BMC Helix Business Workflows
at:
• Rebranding the end user login page
• User interface change guidelines
• Rebranding BMC Helix Digital Workplace
• Tailoring the application skin and brand
Before you begin

Make sure that you download the following files:
• Rebranding_Utility—DBFileSync utility for BMC Helix ITSM: Smart IT

• DBFileSync Smart Reporting—DBFileSync utility for BMC Helix ITSM: Smart Reporting
To apply custom CSS and images to BMC Helix ITSM: Smart IT

1. Copy the Rebranding_Utility utility in your system from where the database server is
accessible. While copying the utility, specify the utility name as DBFileSync_utility.
2. In the style-smart-it.css file, add the custom files and images that you want to apply.
3. In the config.properties file, update the following parameters:
name
DB_TYPE Specify any of the following values based on the type of your database:
• For PostgreSQL database, specify the value as postgres

• For Microsoft SQL Server database, specify the value as mssql
• For Oracle database, specify the value as oracle
DB_URL Specify the database URL based on the database type:
• For PostgreSQL database, specify the URL as jdbc:postgresql://<DB

host name>:<DB port>/<DB name>
For an SSL enabled Postgres database, specify the URL as jdbc:postgresql://<DB
host name>:<DB port>/<DB name>?sslmode=verify-
ca&sslfactory=org.postgresql.ssl.SingleCertValidatingFactory&sslfactoryarg=file:
<certificate file path>
• For Microsoft SQL Server database, specify the URL as jdbc:sqlserver://<DB
host name>:<DB port>;database=<DB name>
• For Oracle database, specify the URL as jdbc:oracle:thin:@//<DB
host name>:<DB port>/<DB name>

name
DB_User Database username for login.
DB_PWD Database password for login.
<Unique key> Unique key for each record in the database table.
For example:
kettle=ARSystem, C:\Rebranding_Utility\kettle.properties, /opt/bmc/ARSystem/
diserver/.kettle/
 Important
In the config.properties file, do not add a space in the key and value.
4. Navigate to the location where you copied the utility and run the following command:
run DBFileSync-cmd.sh
The system prompts to specify the following options:
Option Description
Select below option Specify the value as 1.
1. Upload Rebranding
2. Download Rebranding
Select Config file Path Specify the path of the config.properties file.
The database sync interval for BMC Helix ITSM: Smart IT is 12 minutes by default. After you apply the branding updates,
they are reflected after 12 minutes.
For more information, see Rebranding Smart IT on the Universal Client .

To apply custom CSS and images to BMC Helix ITSM: Smart Reporting
1. Copy the DBFileSync Smart Reporting utility in your system from where the database server is
accessible. While copying the utility, specify the utility name as DBFileSync_utility.
2. In the DBFileSync_SmartReporting utility folder, add the custom files and images that you want to apply.
3. In the DBFileSync_SmartReporting utility folder, in the config.properties, update the following parameters:
DB_URL In the database URL, update the host name and database name.
DB_User System administrator username for login.
DB_PWD System administrator password for login.
File1 SmartReporting,<Path of the header_logo1.gif

file>,/opt/bmc/
SmartReporting/SmartReporting/appserver/webapps/ROOT/
customimages
File 2 SmartReporting,<Path of the SmartReportingHeader.jsp file>,/

opt/bmc/SmartReporting/SmartReporting/appserver/webapps/
ROOT/includes
4. Navigate to the location where you copied the utility and run the following command:
run DBFileSync-cmd.bat
The system prompts to specify the following options:
Option Description
Select below option Specify the value as 1.
1. Upload Rebranding
2. Download Rebranding

Option Description
Select Config file Path Specify the path of the config.properties file.
The database sync interval for BMC Helix ITSM: Smart Reporting is 60 minutes by default. After you apply the
branding updates, they are reflected after 60 minutes.
Tuning the pod configurations

After installing BMC Helix IT Service Management, you can tune the platform
and application pod configurations. Tune the pod configurations in your Related topics
environment optimize performance specific to the size of your deployment.
Use StatefulSets and Deployment in a namespace to tune the following pod StatefulSetsin Kubernetes
configurations in your environment: documentation
• Number of pod replicas
Deploymentin Kubernetes
• CPU parameters
documentation
• Memory parameters
• Java parameters Sizing and scalability
considerations
 Important Performing the installation

After you apply a patch or upgrade BMC Helix IT Service Management to a
later version, you must tune the pod configurations again.
The following table lists the platform and application pods and the method to use to tune the pod:
Pod Method to tune the pod
openfire StatefulSet in a namespace
platform-admin
platform-fts
platform-int

Pod Method to tune the pod
platform-sr
platform-user
virtualchatserver
assisttool-dep Deployment in a namespace
atriumwebsvc
catalog-itsm-plugin
dwp-tomcat-deployment-master
dwp-tomcat-deployment-slave
midtier-int
midtier-user
smartit-master
smartit-slave
virtualchatplugin
To tune the pod configurations by using StatefulSet in a namespace

1. Log in to the Jenkins server.
2. Verify the details of the application pods in the StatefulSet by using the following command:

kubectl get sts -n <namespace>
The command output displays the following columns:

• NAME—Lists the names of the deployments in the namespace.
• READY—Displays the number of replicas of the application.
• AGE—Displays the amount of time that the application has been running.
3. View the pod configurations in the StatefulSet by using the following command:
kubectl get sts <pod name> -n <namespace> -o yaml
Example:
kubectl get sts openfire -n itsm-dev -o yaml
4. Edit the pod configurations by using the following command:
kubectl edit sts <pod name> -n <namespace>
This command opens the pod configurations in a file where you can update the values and save the updates.
Example:
Update the replica count for the openfire pod.
kubectl edit sts openfire -n itsm-dev
b. Navigate to the replica parameter and update the parameter value.
To tune the pod configurations by using Deployments in a namespace

1. Log in to the Jenkins server.
2. Verify the BMC Helix IT Service Management deployment details by using the following command:
kubectl get deployment -n <namespace>
The command output displays the following columns:

• NAME—Lists the names of the deployments in the namespace.
• READY—Displays the number of replicas of the application.
• UP-TO-DATE—Displays the number of replicas that are updated to the desired state.
• AVAILABLE—Displays the application replicas that are available to users.
• AGE—Displays the amount of time that the application has been running.
3. View the pod configurations in the deployment by using the following command:
kubectl get deployment <pod name> -n <namespace> -o yaml
Example:

kubectl get deployment midtier-user -n itsm-dev -o yaml
4. Edit the pod configurations by using the following command:
kubectl edit deployment <pod name> -n <namespace>
This command opens the pod configurations in a file where you can update the values and save the updates.
Example:
Update the replica count for the midtier-user pod.
kubectl edit deployment midtier-user -n itsm-dev
b. Navigate to the replica parameter and update the parameter value.
Installing BMC Helix IT Service Management in an Azure Kubernetes Service

cluster
You can install BMC Helix IT Service Management in an Azure Kubernetes Service
(AKS) cluster if you use AKS to manage your Kubernetes platform. Related topics
System requirements
Downloading the installation files
Setting up a Harbor repository to

synchronize container images

Azure Kubernetes Service
Reference installation architecture

The following image shows the reference logical architecture used by BMC to install BMC Helix IT Service Management in
an AKS cluster:
 Important
BMC provides general guidelines to install BMC Helix IT Service Management in an Azure Kubernetes
Service cluster based on the following reference architecture used by BMC. Although you can choose any
alternative architecture or installation options on this platform, BMC does not provide support for
alternative options.
Before you begin

• Make sure you have a domain and have configured the Domain Name System (DNS) for BMC Helix IT
Service Management so that you can access the applications by using URLs.
• Create a Secure Sockets Layer (SSL) certificate for BMC Helix IT Service Management application URLs to
support the HTTPS protocol.
BMC certifies the use of the LetsEncrypt service to create the wildcard SSL certificate.
• Review the system requirements for BMC Helix IT Service Management installation.
• Download the installation files and container images access key from Electronic Product Download (EPD).

Process overview of installing BMC Helix IT Service Management in an AKS cluster

The following image provides an overview of BMC Helix IT Service Management installation in an AKS cluster:
The following table lists the tasks to install BMC Helix IT Service Management in an AKS cluster:
Task Action Reference
1 Create and set up an AKS cluster
a Create an AKS cluster by using the Azure portal. Quickstart: Deploy an Azure Kubernetes Service
(AKS) cluster using the Azure portal
in the Azure documentation
b Install and configure Kubernetes Ingress Nginx Installing and configuring Kubernetes Ingress
Controller. Nginx Controller
2 Set up a database
Set up an external database for BMC Helix To set up a database

Innovation Suite.
Important: BMC has certified the use of a

PostgreSQL database with the following
specifications:
• Version—PostgreSQL 13.8
• Compute size—Standard_D4ds_v4 (4 vCores,
16 GiB memory, 6400 maximum IOPS)
• Storage—256 GiB

3 Set up BMC Deployment Engine
Set up BMC Deployment Engine to call the Setting up BMC Deployment Engine
relevant BMC Helix Innovation Suite installation
pipelines that install the platform and
applications.
4 Install BMC Helix Platform services
Install BMC Helix Platform services. Installing BMC Helix Platform services
Important: Use the BMC Deployment Engine Setting up the installation environment
system as a controller instance to install
BMC Helix Platform services.
5 Install BMC Helix IT Service Management
Install BMC Helix Innovation Suite and Performing the installation

applications.
Installing and configuring Kubernetes Ingress Nginx Controller

The Ingress Nginx Controller installation creates an Azure Standard load balancer for your cluster.
1. Install Kubernetes Ingress Nginx Controller 1.2.1
2. Configure Ingress Ngnix Controller.
3. Install TLS certificate.
To install Kubernetes Ingress Nginx Controller 1.2.1

1. Download the Ingress Nginx yaml file .
2. In the deploy.yaml file, modify the kind parameter value from Deployment to DaemonSet.
3. Make sure that the namespace value for the Ingress Nginx Controller is ingress-nginx.
4. Install Ingress Nginx Controller by running the following command:
kubectl apply -f deploy.yaml
Ingress Ngnix Controller is installed and a Public (Load balancing type) Standard (SKU) load balancer is created.
5. View the load balancer details by running the following command:

kubectl get svc -n ingress-nginx
Example output of the command is as follows:
NAME TYPE CLUSTER-IP EXTERNAL-IP PORT(S)

AGE
ingress-nginx-controller LoadBalancer 10.0.140.244 20.253.121.236 80:30740/TCP,4
43:30802/TCP 3d21h
ingress-nginx-controller-admission ClusterIP 10.0.119.115 <none> 443/TCP
3d21h
EXTERNAL-IP is the IP address of external load balancer that is created in the Azure cloud.
6. In the DNS records configure the external IP as the target for application URL host names.
7. Verify that pods are running on each worker node.
Worker nodes are added to the load balancer backend pools automatically as shown in the following example
image:
To configure Ingress Nginx Controller

1. Identify the Ingress Nginx Controller configmap name by running the following command:
kubectl get all -n <ingress_nginx_namespace>
2. Modify the configmap name to use the configmap in your environment by running the following command:
kubectl edit cm <ingress_nginx_configmap> -n <ingress_nginx_namespace>
Example command output:
data:
enable-underscores-in-headers: "true"
proxy-body-size: 250m
server-name-hash-bucket-size: "1024"
ssl-redirect: "false"

To install TLS certificate

Install a Transport Layer Security (TLS) certificate in the Ingress Nginx Controller for TLS termination.
1. Create a secret with a certificate and key that you want to mount on the Ingress Controller pods by using
kubectl create secret tls my-tls-secret --cert=/path/to/cert.pem --key=/path/to/privkey.pem -n ingress-

nginx
2. Edit the daemonset by using the following command and add the secret in the args section.
kubectl edit daemonset ingress-nginx-controller -n ingress-nginx
...
spec:
containers:
args:
/nginx-ingress-controller
--publish-service=$(POD_NAMESPACE)/ingress-nginx-controller
--election-id=ingress-controller-leader
--controller-class=k8s.io/ingress-nginx
--ingress-class=nginx
--configmap=$(POD_NAMESPACE)/ingress-nginx-controller
--validating-webhook=:8443
--validating-webhook-certificate=/usr/local/certificates/cert
--validating-webhook-key=/usr/local/certificates/key
--default-ssl-certificate=ingress-nginx/my-tls-secret
To set up the database

1. Provision a PostgreSQL database by using the Azure Database for PostgreSQL servers option in the Azure portal.
2. In the database server parameters, disable encrypted connections by turning off the require_secure_transport
server parameter.

3. Enable the azure.extensions: CITEXT and DBLINK.
4. Create the postgres role.

a. Log in to the database as an administrator user.
b. Run the following commands:
CREATE ROLE postgres WITH LOGIN NOSUPERUSER INHERIT CREATEDB CREATEROLE NOREPLICATION PASSWORD
'bmcAdm1n';
GRANT azure_pg_admin TO postgres;

Setting up BMC Deployment Engine
Installing BMC Helix IT Service Management in an Amazon Elastic Kubernetes

Service cluster
You can install BMC Helix IT Service Management in an Amazon Elastic Kubernetes
Related topics
Service (EKS) cluster if you use Amazon EKS to manage your Kubernetes platform.
Installing BMC Helix ITSM

Service Management in a
Google Kubernetes Engine
cluster
Installing
Amazon Elastic Kubernetes

Service


The following image shows the reference logical architecture used by BMC to install BMC Helix IT Service Management in
an Amazon EKS cluster:
 Important
BMC provides general guidelines to install BMC Helix IT Service Management in an Amazon Elastic
Kubernetes Service cluster based on the following reference architecture used by BMC. Although you can
choose any alternative architecture or installation options on this platform. BMC does not provide support
for alternative options.
The following AWS services are used:
• AWS Certificate Manager (ACM)—Handles the complexity of creating, storing, and renewing public and private
SSL/TLS X.509 certificates and keys.
• Simple Storage Service (S3)—Is used to upload files to AWS. This object storage service provides scalability, data
availability, security, and performance.
• Route53— Is a highly available and scalable Domain Name System (DNS) web service.

Before you begin

• Make sure you have a domain and have configured DNS for the BMC Helix IT Service Management applications
so that you can access the applications by using URLs.
BMC certifies the use of the Amazon Web Services (AWS) Route53 service to create the domain and DNS
configuration.
• Make sure that you create an SSL certificate so that BMC Helix IT Service Management application URLs
can support the HTTPS protocol.
BMC certifies the use of the AWS Certificate Manager (ACM) service to create the wildcard SSL certificate.
• Review the system requirements for BMC Helix IT Service Management installation.
• Create your Harbor repository and synchronize the repository with BMC Docker Trusted Registry (DTR).
 Important
AWS Single Sign-On (AWS SSO) is not supported.
Process to install BMC Helix IT Service Management in an Amazon EKS cluster

The following image provides an overview of BMC Helix IT Service Management installation in an Amazon EKS cluster:
The following table lists the tasks to install BMC Helix IT Service Management in an Amazon EKS cluster:
1 Create and set up an Amazon EKS cluster

a Create a Kubernetes cluster by using the AWS EKS Getting started with Amazon EKS in the
service. AWS documentation
Important: BMC has certified using the default storage How do I use persistent storage in Amazon
class gp2 from the Amazon Elastic Block Store (EBS) EKS
available in the Amazon EKS cluster. You can use the in the AWS documentation
default storage class or create your own Amazon EBS
storage class. Example of setting up an Amazon EKS
cluster
b Enable the Kubernetes Metrics Server for Horizontal Pod Installing the Kubernetes Metrics Server
Autoscaling feature. in the AWS documentation
c Install and configure Kubernetes Ingress Nginx Controller. Installing and configuring
Kubernetes Ingress Nginx Controller
2 Set up a database
a Set up an external database for BMC Helix Innovation Amazon Aurora supports PostgreSQL 13
Suite. in the AWS documentation
Important: BMC has certified using the Aurora
PostgreSQL 13.3 database in AWS and the db.r6g.2xlarge
instance class.
If you use the Aurora PostgreSQL 13.3 database, the

preferred Instance class for compact size deployment is
db.r6g.2xlarge

b Create a database administrator user and specify the

following permissions for the user:
Important: Make sure that you specify this database

administrator user in the DATABASE_ADMIN_USER
parameter while installing BMC Helix Innovation Suite
and applications.
c If Aurora replication is enabled, make sure that you use

the endpoint or port of the Writer instance in the
database host name.
Set up BMC Deployment Engine to call the relevant BMC Setting up BMC Deployment Engine
Helix Innovation Suite installation pipelines that install
the platform and applications.
a Configure the Elasticsearch vm.max_map_count To configure the virtual memory

parameter to meet the virtual memory requirements for parameter for Elasticsearch
Elasticsearch installation through BMC Helix Platform
services installation.

b Install BMC Helix Platform services. Installing BMC Helix Platform services
Important: Use the BMC Deployment Engine system as a

controller instance to install BMC Helix Platform services.
Install BMC Helix Innovation Suiteand applications. Setting up the installation environment

The Ingress Nginx Controller is a load balancer for your cluster. Install and configure Kubernetes Ingress Nginx
Controller by performing the following tasks:

2. Configure a DNS record for your domain.
To install Kubernetes Ingress Nginx Controller
1. Install Kubernetes Ingress Nginx Controller 1.2.0 by using the deployment yaml .
2. Modify the deploy.yaml file with the following details:

a. Update the proxy-real-ip-cidr parameter with the value of virtual private cloud (VPC) Classless
Inter- Domain Routing (CIDR) details that is used in the Kubernetes cluster.
Example:
apiVersion: v1 data:
http-snippet: | server {
listen 2443;
return 308 https://$host$request_uri;
}
proxy-real-ip-cidr: 192.168.0.0/16 use-forwarded-headers: "true"

b. Modify the AWS Certificate Manager (ACM) ID details as follows:
metadata:
annotations:
service.beta.kubernetes.io/aws-load-balancer-ssl-cert: arn:aws:acm:us-east-2:xxxxxxxxxxxxxxx:cer
tificate/xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxx
3. In your cluster, run the following command:
kubectl apply -f deploy.yaml
Ingress Nginx Controller is deployed in the ingress-nginx namespace and an external network load balancer is
created in AWS.
4. To get the address of the load balancer, run the following command:
kubectl get svc -n ingress-nginx
NAME TYPE CLUSTER-IP EXTERNAL-IP PORT(S) AGE

ingress-nginx -controller LoadBalancer 10.100.180.188 xxxxxxxxxxxxxxxxxxxxxx-xxxxxxxxxxxxx.us-east-2.el
b.amazonaws.com 80:32691/TCP,443:32317/TCP 6m4s
ingress-nginx -controller-admission ClusterIP 10.100.182.96 <none> 443/TCP 6m4s
5. Make sure that the ingress-nginx-controller configmap file as the following parameters configured by using
kubectl get cm ingress-nginx-controller -o yaml -n ingress-nginx
Example:
kind: ConfigMap apiVersion: v1 metadata:

name: internet-ingress-configuration namespace: ingress-ngnix
labels:
app.kubernetes.io/name: ingress-ngnix app.kubernetes.io/part-of: ingress-ngnix app.kubernetes.io/version:
1.2.0 app.kubernetes.io/component: controller
data:
proxy-real-ip-cidr: 172.xx.xxxx.0/24 proxy-body-size: "250m"
enable-underscores-in-headers: "true" ssl-redirect: "false"
server-name-hash-bucket-size: "512" use-forwarded-headers: "true" server-tokens: "false"
http-snippet: | server {
listen 8080; server_tokens off;
}
You can edit the config map by using the following command:

kubectl edit cm ingress-nginx-controller -o yaml -n ingress-nginx
To configure a DNS record for your domain

Configure a DNS record for your domain so that you can access the applications by using URLs.
1. Navigate to your domain-hosted zone.

2. Create a DNS A type record for the domain to resolve URLs to the load balancer as shown in the following example:
Record Name - *.helixonprem.com

Type - A
Value/Route traffic to
- Alias to Application and Classic LoadBalancer
- Select the region - us-east-2
- Select the Classic LB - xxxxxxxxxxxxxxxxxxxxxx-xxxxxxxxxxxxx.us-east-2.elb.amazonaws.com
To configure the virtual memory parameter for Elasticsearch

For all worker nodes in your Amazon EKS cluster, set the sysctl -w vm.max_map_count parameter to 262144 before
installing BMC Helix Platform services.
1. In your Amazon EKS cluster, connect to the worker node through Secure Shell (SSH).
2. Run the following commands on the worker node:
sysctl -w vm.max_map_count=262144
echo vm.max_map_count=262144 > /etc/sysctl.d/es-custom.conf
Example of setting up an Amazon EKS cluster

The following example shows the steps for setting up an Amazon EKS cluster by using the AWS Cloud Shell:
1. Install kubectl 1.21.

See Installing or updating kubectl in the AWS documentation.
2. Install eksctl.
See Installing or updating eksctl in the AWS documentation.
3. Create an Amazon EKS cluster from the AWS Cloud shell.

See Getting started with Amazon EKS – eksctl in the AWS documentation.
4. Run the following eksctl command from the AWS Cloud Shell.

eksctl create cluster \

--name cluster name \
--region region name \
--version "1.21" \
--nodegroup-name node group name \
--node-type type of node \
--nodes-min minimum nodes count \
--nodes-max maximum nodes count \
--with-oidc \
--ssh-access \
--enable-ssm \
--ssh-public-key eks-nodes \
--asg-access \
--external-dns-access \
--alb-ingress-access \
--managed
After the eksctl create cluster command is complete, a kubectl configuration file located at /home/cloudshell-
user/.kube/config is created.
5. Copy the config file to your local system.
Use this file while setting up BMC Deployment Engine.
Installing BMC Helix ITSM Service Management in a Google Kubernetes

Engine cluster
You can install BMC Helix IT Service Management in a Google Cloud Platform
Related topics
Google Kubernetes Engine (GKE) cluster if you want to use GKE to manage your
Kubernetes platform.
Installing BMC Helix IT

Service Management in an
Amazon Elastic Kubernetes
Service cluster
Installing
Google Kubernetes Engine
 Skills required
Managing Kubernetes
cluster
Using Google Cloud
Platform


The following image shows the reference logical architecture used by BMC to install BMC Helix IT Service Management
in a GKE cluster:
 Important
BMC provides general guidelines to install BMC Helix IT Service Management in a Google Kubernetes Engine
cluster based on the following reference architecture used by BMC. Although you can choose any
alternative architecture or installation options on this platform. BMC does not provide support for
alternative options.
Before you begin

• Make sure you have a domain and have configured DNS for the BMC Helix IT Service Management applications
so that you can access the applications by using URLs.
BMC certifies the use of Google Cloud Domain to create the domain and DNS configuration.
• Make sure that you create an SSL certificate so that BMC Helix IT Service Management application URLs
can support the HTTPS protocol.
BMC certifies the use of the LetsEncrypt service to create the wildcard SSL certificate.
• Review system requirements for BMC Helix IT Service Management installation.

• Create your Harbor repository and synchronize the repository with BMC Docker Trusted Registry (DTR).
 Important
Google Cloud Artifact Registry is not supported for BMC Helix IT Service Management installation.
Process to install BMC Helix IT Service Management in a GKE cluster

The following image provides an overview of BMC Helix IT Service Management installation in a GKE cluster:
The following table lists the tasks to install BMC Helix IT Service Management in a GKE cluster:
Ta Action Reference
sk
1 Create and set up a GKE cluster
a Create a Kubernetes cluster by using the GKE service. Creating a private cluster in Google Cloud
documentation
Important: BMC has certified using the Google Cloud
Platform (GCP) Persistent Disk based default storage Persistent volumes and dynamic provisioning in
class standard-rwo available in the GKE Cluster. You
can use the default storage class or create your own Google Cloud documentation
storage class.
Example of setting up a GKE cluster

Ta Action Reference
sk
b Create a GCP virtual machine instance to function as Creating and starting a VM instance in Google
the controller instance for BMC Helix Platform services Cloud documentation
installation.
Important: Select the same region and zone as you

specified in the GKE cluster.
c Create a Network Address Translation (NAT) gateway Set up and manage network address translation with
to enable traffic to your private GKE network. Cloud NAT
in Google Cloud documentation
d Create a cloud storage bucket to store installer files. Create storage buckets in Google Cloud
documentation
e Install and configure Kubernetes Ingress Nginx Installing and configuring Kubernetes Ingress Nginx
Controller. Controller
2 Set up a database
Set up an external database for BMC Helix Innovation Cloud SQL for PostgreSQL in Google Cloud
Suite. documentation
Important: BMC has certified using the PostgreSQL 13
database by using GCP Cloud SQL Service.
Set up BMC Deployment Engine to call the relevant Setting up BMC Deployment Engine
BMC Helix IT Service Management installation
pipelines that install the platform and applications.

Ta Action Reference
sk
a Configure the Elasticsearch vm.max_map_count To configure the virtual memory parameter for
parameter to met the virtual memory requirements for Elasticsearch
Elasticsearch installation through BMC Helix Platform
services installation.
b Install BMC Helix Platform services. Installing BMC Helix Platform services
Important: Use the BMC Deployment Engine system as

a controller instance to install BMC Helix Platform
services.
Install BMC Helix Innovation Suite platform and Setting up the installation environment
applications.

The Ingress Nginx Controller is a load balancer for your cluster.
To install and configure Ingress Nginx Controller, perform the following tasks:
2. Create a secret and configure Ingress Controller.
3. Update the Ingress ConfigMap.
To install and configure Kubernetes Ingress Nginx Controller

1. Install Kubernetes Ingress Nginx Controller 1.2.0 by using the following command:
kubectl apply -f https://raw.githubusercontent.com/kubernetes/ingress-nginx/controller-v1.2.0/deploy/

static/provider/cloud/deploy.yaml
Ingress Controller is deployed in the ingress-nginx namespace and an external load balancer is created. A network
load balancer is provisioned in GCP by the Ingress Controller.

2. To view the network load balancer, in the Google Cloud Console, navigate to the LOAD BALANCERS console.
To create a secret and configure Ingress Controller

For secure connections to a server, create a secret, and then add the certificate in Ingress Controller:
1. Create a secret from the trusted certificate and key by using the following command:
kubectl create secret tls my-tls-secret --cert=/path/to/cert.pem --key=/path/to/privkey.pem -n default
2. In the Ingress Controller, in the args section, set the default certificate to my-tls-secret as shown in the
following example:
--default-ssl-certificate=ingress-nginx/my-tls-secret
3. Set the ingress class value.

For example:
--ingress-class=knginx
 Important
Make sure that you set the same ingress class value in the configs/infra.config file during the BMC
Helix Platform services deployment.
The ingress class value is used by the INGRESS_CLASS parameter in the HELIX_ONPREM_DEPLOYMENT
pipeline during BMC Helix IT Service Management installation.
4. Export the certificate and store the intermediate certificate R3(r3-intermediate.cer) as a base 64 encoded
X.509 .cer file.
5. Edit the certificate file, remove the new line, and save the file with a single line as the intermediate certificate.
6. During the BMC Helix Platform services deployment, in the infra.config file, in the CLIENT_ROOT_CERT
parameter, add the intermediate certificate.
To update the Ingress ConfigMap

Customize the NGINX configuration by updating the Ingress ConfigMap.
1. Edit the Ingress ConfigMap by using the following command:
kubectl edit cm -n ingress-nginx ingress-nginx-controller
2. Specify the following parameter values as shown in the example:
data:

enable-underscores-in-headers: "true" proxy-body-size: 250m
server-name-hash-bucket-size: "1024" ssl-redirect: "false"

To configure the virtual memory parameter for Elasticsearch

For all worker nodes in your GKE cluster, set the vm.max_map_count parameter to 262144 before installing BMC Helix
Platform services.
1. In your GKE cluster, connect to the worker node through Secure Shell (SSH), and run the following command:
gcloud compute ssh GKE cluster name --project=Project name --zone=Zone name
For example:
gcloud compute ssh gke-gke-cluster-1-pool-3-350f29d8-j1gf --project=sso-gcp-dsom-itom-pub-cc39770 --

zone=us-central1-c
2. Set the vm.max_map_count parameter to 262144.
Example of setting up a GKE cluster

The following example shows the procedure to set up an GKE cluster by using the Google Cloud Console:
1. In the Google Cloud console, navigate to the Google Kubernetes Engine page, and click Create.
See Create a zonal cluster by using the Google Cloud console in Google Cloud
documentation.

2. Complete the Cluster basics section as shown in the following image:
3. Complete the Networking section as shown in the following image:

4. Complete the Features section as shown in the following image:
5. After the GKE cluster is provisioned, scale the cluster by adding node
pools. See Add and manage node pools in Google Cloud documentation.

Upgrading
Upgrade your existing platform and application components to BMC Helix IT Service Management 22.1.05 by performing a
parallel system upgrade and automated convergence of database. Parallel system upgrade helps you deploy your a
containerized architecture and upgrade to it. Automated convergence of database provides a single data storage with an
automated process and rapid delta-data migration.
Use any of the following upgrade method:
Action Reference
Upgrade from version 21.3.x to 22.1.05 by using the in- Upgrading BMC Helix IT Service Management to
place upgrade process. 22.1.06
Refers to a process of upgrading your existing

platform and applications containers by accessing the
container images and using the Jenkins pipelines.
Upgrade from 20.02 and earlier versions to 22.1.05 by using Staged upgrade process
the staged upgrade process.
Refers to a process of creating a parallel system,
performing a fresh installation, migrating workflows,
migrating data, and running delta data migration.
Upgrading BMC Helix IT Service Management to 22.1.06

Before you use the BMC Helix IT Service Management products, BMC recommends
that you upgrade the products to the latest version. For details about the latest Related topics
updates and corrected issues, see Release notes and notices.
Before you use BMC Helix IT Service Management 22.1.06 in your production System requirements
environment, testBMC Helix IT Service Management 22.1.06 in your non-production
environment. Installing
Upgrade process
The following image describes the process to upgrade your BMC Helix Innovation Suite platform and applications from
version 21.3.05 or 21.3.06 to 22.1.06:

 Important
To upgrade your Kubernetes platform to version 1.23, 1.24, or 1.25, first upgrade BMC Helix IT Service
Management to 22.1.06 and then upgrade the Kubernetes platform.
If you upgrade the Kubernetes platform before upgrading BMC Helix IT Service Management, you might
encounter errors during the BMC Helix IT Service Management upgrade.
Zero-downtime (ZDT) upgrade is supported by default during an update of BMC Helix Innovation Suite and
applications from version 21.3.x to 22.1.06.
For information about operations to avoid during the zero-downtime upgrade, see
Zero-downtime upgrade for BMC Helix Innovation Suite and applicationsin the BMC Helix Innovation
Suite documentation.
After you upgrade BMC Helix IT Service Management to version 22.1.06, the platform-sr, platform-int, and
platform-user pods are not deployed with the Compact and Small deployment sizes. The platform-fts pod is
deployed with one replica for Compact deployment and two replicas for Small deployment.
Before you begin
• If you are using an Oracle database, make sure that you are using Oracle database 19.16 version.
• Verify that you have specified the Tenant parameter value while configuring the BMC Helix Single Sign-On realm.
• Confirm that the platform-admin-ext service has the EXTERNAL-IP value configured by using the
following command:
kubectl get svc -n <BMC Helix Innovation Suite namespace>
If the command output does not display any IP address for the platform-admin-ext service, the EXTERNAL-IP is not
configured. Configure the EXTERNAL-IP by running the following command in the Jenkins server:
kubectl patch service platform-admin-ext -n <namespace> -p '{"spec":{"externalIPs":["'<IP address of

your Kubernetes cluster worker node>'"]}}'
For example:
kubectl patch service platform-admin-ext -n <namespace> -p '{"spec":{"externalIPs":["'172.10.101.123'"]

}}'
• If required, restrict the upgrade process from changing the Centralized configuration system (CCS)
parameters specific to your environment.
See Changes to configuration settings during an upgrade in Action Request System documentation.
Back to top

Task 1: To download the upgrade artifacts

1. Download the upgrade artifacts; see Downloading the installation files.
2. Confirm access to the container images; see Setting up a Harbor repository to synchronize container images.
Back to top
Task 2: To upgrade the Kubernetes platform

If you are using Kubernetes platform earlier than version 1.23, upgrade your Kubernetes platform to version 1.23, 1.24, or
1.25.
Back to top
Task 3: To upgrade the Ingress controller

Upgrade the Ingress version based on the Kubernetes platform version that you want to use. Supported Ingress controller
versions are as follows:
Kubernetes Ingress controller
1.25 1.70
1.24 1.70
1.23 1.6.4
Back to top
Task 4: To upgrade Helm

Upgrade Helm to version 3.11.
Back to top

Task 5: To delete the Helm revision secrets of the Kubernetes CronJob
 Important
Perform this task only if you upgraded to Kubernetes version
1.25.
1. Run the following commands to export the kubectl and Helm binary:
export KUBECTL_BIN=<path of KUBECTL_BIN>
export HELM_BIN=<path of HELM_BIN>
Copy the path of KUBECTL_BIN and HELM_BIN from the infra.config file.
2. Download the Cronjob_helm_revision_delete.sh script.
3. Run the Cronjob_helm_revision_delete.sh script to delete the helm revision secrets of the CronJob in the
BMC Helix Platform namespace.
./Cronjob_helm_revision_delete.sh <BMC Helix Platform namespace>
4. Run the Cronjob_helm_revision_delete.sh script to delete the helm revision secrets of the CronJob in the
BMC Helix IT Service Management namespace.
./Cronjob_helm_revision_delete.sh <BMC Helix IT Service Management namespace>
Task 6: To upgrade BMC Helix Platform

Perform the steps to upgrade to BMC Helix Platform services version 23.1.02 based on your current BMC Helix Platform
services version:
Base version Steps to upgrade
23.1.02 See Upgrading BMC Helix Platform services version from 23.1.02 to
23.2.02
22.4 See Upgrading BMC Helix Platform services version from 22.4 to 23.2.02
22.2.01 See Upgrading BMC Helix Platform services version from 22.2.01 to
23.2.02

Base version Steps to upgrade
21.3.03.001 See Upgrading BMC Helix Platform services from version 21.3.03.001 to
23.2.02
Back to top
Task 7: To update the Git repositories

1. Log in to the BMC Deployment Engine as a Git user.
2. In your local Git repository, create a backup of the following existing repositories.
• CUSTOMER_CONFIGS
• HELM_REPO
• ITSM_REPO
• PLAYBOOKS_REPO
• SMARTAPPS_HELM_REPO
• SMARTREPORTING_PLAYBOOKS_REPO
• SMARTREPORTING_HELM_REPO
For example, create a backup of the ITSM_REPO, PLAYBOOKS_REPO, HELM_REPO,
SMARTAPPS_HELM_REPO, and CUSTOMER_CONFIGS repositories located at ssh://<Jenkins server host
name>/home/git/Git_Repo.
 Important
After creating a backup of the repositories, make sure that you delete the existing repository
folders.
Make sure that you do not modify or change the location of the LIBRARY_REPO repository.
3. Copy the BMC_Remedy_Deployment_Manager_Configuration_Release_22.1.06.zip file that you

downloaded from EPD to your existing local Git repository.
For example, copy the BMC_Remedy_Deployment_Manager_Configuration_Release_22.1.06.zip file to the local
Git repository located at ssh://<Jenkins server host name>/home/git/Git_Repo.
4. In the file system where the Git repository is located, unzip the
BMC_Remedy_Deployment_Manager_Configuration_Release_22.1.06.zip file.
For example, in the Git_Repo repository located at ssh://<Jenkins server host name>/home/git/Git_Repo, unzip
the BMC_Remedy_Deployment_Manager_Configuration_Release_22.1.06.zip file.
The BMC_Remedy_Deployment_Manager_Configuration_Release_22.1.06.zip file contains the following
artifacts:
• CUSTOMER_CONFIGS
• HELM_REPO
• ITSM_REPO
• PLAYBOOKS_REPO

• SMARTREPORTING_PLAYBOOKS_REPO
• SMARTREPORTING_HELM_REPO
• SMARTAPPS_HELM_REPO
Back to top
Task 8: To add deployment pipelines

1. Verify that the following deployment pipelines already exist in your Jenkins server:
Pipeline Repository URL Branches to build Script path
HELIX_SMARTREPORTI ssh://git@<jenkins_server>/ */master pipeline/jenkinsfile/

NG_UPGRADE <GIT_REPO_DIR>/ITSM_REPO/ HELIX_SMARTREPORTING_U
itsm-on-premise-installer.git PGRADE.jenkinsfile
HELIX_ONPREM_DEPL ssh://git@<jenkins_server>/ */master pipeline/jenkinsfile/

OYMENT GIT_REPO_DIR/ITSM_REPO/ HELIX_ONPREM_DEPLOYME
itsm-on-premise-installer.git NT.jenkinsfile
HELIX_RESTART ssh://git@<jenkins_server>/ */master pipeline/jenkinsfile/

GIT_REPO_DIR/ITSM_REPO/ HELIX_RESTART.jenkinsfile
itsm-on-premise-installer.git
HELIX_FULL_STACK_U ssh://git@<jenkins_server>/ */master pipeline/jenkinsfile/

PGRADE GIT_REPO_DIR/ITSM_REPO/ HELIX_FULL_STACK_UPGRA
itsm-on-premise-installer.git DE.jenkinsfile
2. (Deployment pipelines exist) Run the HELIX_FULL_STACK_UPGRADE and

HELIX_SMARTREPORTING_UPGRADE pipelines in dry-run mode so that the pipeline parameters that are
updated in 22.1.06 version are reflected.
a. On the Jenkins server, select the pipeline.
For example, on the Jenkins server, select the HELIX_FULL_STACK_UPGRADE pipeline.
b. In the navigation pane, select the latest build and select Build with Parameters > Build.
c. Click Rebuild.
After the pipeline is rebuilt, the updated parameters for the pipeline are reflected.
To verify that the pipeline is updated with the new parameters, click Build with Parameters and check that
the ONPREM check box is present.
3. Perform the following steps to add the pipeline:
a. Log in to the Jenkins server by using the following URL:
b. On the Jenkins home page, click New Item.

c. In the Enter an item name field, enter the pipeline

name. Example: HELIX_FULL_STACK_UPGRADE.
d. Select Pipeline and click OK.
e. Click the Pipeline tab.
f. Enter the following information:
Field Description
repository in the format ssh://git@<jenkins_server>/
<path to itsm-on-premise-installer.git>.
name>/home/git/ Git_Repo/ITSM_REPO/itsm-on-premise-
installer.git.
Additional Behaviours Specify the script path.

Example: pipeline/jenkinsfile/
HELIX_FULL_STACK_UPGRADE.jenkinsfile.

g. Click Apply and then Save.

h. From the Jenkins home page, select the pipeline and click Build Now.
The first build job fails because it needs to run the first time to load all the parameters of the pipeline
script.
i. After the build job fails, select the pipeline name again from the Jenkins home
page. The Build Now option changes to Build With Parameters.
Back to top
Task 9: To upgrade BMC Helix Innovation Suite platform and applications

To upgrade the platform and applications, update the deployment pipelines, specify the required parameters, and run the
pipelines.
To update the deployment pipelines

1. Perform the following steps to update the HELIX_ONPREM_DEPLOYMENT pipeline.
a. On the Jenkins server, select the HELIX_ONPREM_DEPLOYMENT pipeline.
b. In the Build History, select the latest build and click Rebuild.
c. In the INFRA-DEPLOY section, clear the SUPPORT_ASSISTANT_TOOL check box.
d. In the PRODUCT-DEPLOY section, clear the check boxes for all the options.
e. Click Rebuild.
2. Update the HELIX_GENERATE_CONFIG pipeline so that the updated parameters for the pipeline are reflected.
a. On the Jenkins server, select the HELIX_GENERATE_CONFIG pipeline.

b. In Build History, select the latest build and click Rebuild.

c. Click Rebuild.
After the pipeline is rebuilt, the updated parameters for the pipeline are reflected, such as the
GIT_REPO_DIR parameter.
To run the HELIX_ONPREM_DEPLOYMENT pipeline

1. Select the HELIX_ONPREM_DEPLOYMENT pipeline, select the latest build, and then click Rebuild.
GIT_USER_HOME_DIR Git user home
directory. Example:
/home/git
GIT_REPO_DIR Directory that contains all the Git repositories for the deployment
pipelines.
Example: ssh://<Jenkins server host name>/home/git/git_repo
OS_RESTRICTED_SCC Select this check box if you are using an Openshift cluster and
have restricted security context constraints enabled.
IS_NAMESPACE Specify the namespace where you want to install BMC Helix
Innovation Suite.

Important: If you have used a custom cacerts file in a

BMC Helix IT Service Management version earlier than
21.3.06, upload the custom cacerts file to this parameter.
Use this optional parameter in the following cases:
• You want to use a custom CA certificate or

self- signed certificate to use HTTPS
communication for Service Management
applications.
• You want BMC Helix Innovation Suite platform
to communicate with third-party services that
use custom cacerts.
Important: Make sure that you use the same custom
certificate in BMC Helix Innovation Suite and BMC Helix
Platform.
For information about creating a custom cacerts file and ways

to apply a custom cacerts file, see Applying security
certificates to your applications.
PLATFORM_COMMON_CACERTS_SSL_TRUSTS Specify a password for your cacerts file.

TORE_PASSWORD
Leave this field blank if you want to use the default password
for the cacerts file.
CUSTOMER_SIZE Specify the deployment size, such as compact, small,

medium, or large. Enter the value as C, S, M, or L.
Important: Make sure that you select the appropriate

deployment size.
The deployment size is C - compact by default. During
upgarde, you can continue to use compact size by specifying
the value as C or another size according to your requirement.

SOURCE_VERSION Specify the source version of the Helm repositories:
• If your BMC Helix Innovation Suite platform

source version is 21.3.02, select
2021302.1.00.00
2021304.1.00.00
2021305.1.05.00
2021306.1.07.00
PLATFORM_HELM_VERSION Specify the target version of the Helm repositories as

2022106.1.03.00
SMARTREPORTING_SOURCE_VERSION Specify the SMARTREPORTING_SOURCE_VERSION value as

210503.1.05.00 or 210503.1.09.00
Important: Specify the parameter value if you want to

upgrade Smart Reporting.
SMARTAPPS_HELM_VERSION Specify the version of the Helm repositories for applications

as 2022106.1.03.00
DEPLOYMENT_MODE Specify the value as UPGRADE.
In the PRODUCTS section, specify the following parameters:

4.
HELIX_VIRTUALCHAT Select this check box to install BMC Live Chat.
HELIX_OPENFIRE Select this check box to install Openfire.
HELIX_DWP Select this check box to install BMC Digital Workplace.

HELIX_DWPA Select this check box to install BMC Digital Workplace Catalog.
HELIX_BWF Select this check box to install BMC Helix Business Workflows.
HELIX_MCSM Select this check box to install BMC Helix Multi-Cloud Broker.
HELIX_ITSM_INSIGHTS Select this check box to install BMC Helix ITSM Insights.
HELIX_TSOMPLUGIN Select this check box to install TrueSight Operations

Management plug-ins.
HELIX_SMARTAPPS_CSM Select this check box to install BMC Helix Customer

Service Management (CSM).
Important: Do not select this check box if you are using a

Microsoft SQL Server database. CSM installation fails on
a Microsoft SQL Server database.
HELIX_SMARTAPPS_FAS Select this check box to install BMC Helix Portfolio Management.
HELIX_DRIFT_MANAGEMENTPLUGIN Select this check box to install Drift Management.
5. In the PRODUCT-DEPLOY section, specify the following parameters:
HELIX_GENERATE_CONFIG Select this check box.
HELIX_SMARTREPORTING_DEPLOY Select this check box to upgrade BMC Helix ITSM: Smart
Reporting.

HELIX_INTEROPS_DEPLOY Select this check box to activate services such as BMC Helix
ITSM Insights, BMC Helix ITSM: Smart IT, BMC Helix Digital
Workplace, BMC Helix Digital Workplace Catalog, and BMC
Helix Business Workflows for the BMC Helix Platform users.
Important: Select this check box if you have not activated the
above services in an earlier version of BMC Helix IT Service
Management.
HELIX_FULL_STACK_UPGRADE Select this check box to upgrade the platform and application
components.
HELIX_DR Do not select this check box.
SCALE_DOWN Do not select this check box.
HELIX_RESTART Do not select this check box.
 Important
Make sure that you do not select the HELIX_CONFIGURE_ITSM,
HELIX_POST_DEPLOY_CONFIG, HELIX_DR, SCALE_DOWN, and HELIX_RESTART check boxes.
6. In the DATABASE_REGISTRY_STORAGE_PASSWORDS_SECRETS_DETAILS section, specify the following parameters:
AR_ADMIN_USER Specify the Action Request System administrator user

name.
AR_ADMIN_PASSWORD Specify the password for Action Request System

administrator user.

PLATFORM_ADMIN_PLATFORM_EXTERNAL_IPS Specify the IP address that you specified as the external IP

for the platform-admin-ext service.
The external IP must be in JSON list format within square
brackets, such as [10.x.x.x].
ENABLE_PLATFORM_INT_NORMALIZATION Select this check box to start the Normalization service on

the platform-int pod.
DB_SSL_ENABLED Do not select this check box.
DB_JDBC_URL Specify a JDBC URL to use a database connection through

the URL.
Example: jdbc:postgresql://server-name:server-port/
database-name?sslmode=verify-full
This parameter is optional.
LOGS_ELASTICSEARCH_TLS Select this check box.
LOGS_ELASTICSEARCH_PASSWORD Specify the password that you provided for Kibana in the
secrets.txt file while you were installing BMC Helix Platform
service.
MIDTIERCACHEBUILDER_TRIGGER_PRELOAD Select this check box to enable full data cache mode.
MIDTIERCACHEBUILDER_SCHEDULE Specify a cron job schedule for the Mid Tier cache builder
job.
BWF_DEPLOY_SAMPLE_CONTENT_PACK Select this check box to deploy BMC Helix Business

Workflows sample content package.
DWP_DEPLOY_SAMPLE_CONTENT_PACK Do no select this check box.
7. In the RSSO_PARAMETERS section, specify the following parameter:

TENANT_DOMAIN Specify the value of the Tenant parameter that you specified while
configuring the BMC Helix Single Sign-On realm.
8. In the ITSM_INTEROPS_PARAMETERS section, specify the following parameters:
HELIX_PLATFORM_DOMAIN Specify the domain name of the cluster where BMC Helix
Platform is installed.
HELIX_PLATFORM_NAMESPACE Specify the namespace where BMC Helix Platform is

installed.
HELIX_PLATFORM_CUSTOMER_NAME Specify the registered tenant in BMC Helix Platform.
9. Click Rebuild.
The HELIX_ONPREM_DEPLOYMENT pipeline upgrades the platform and applications.
10. After successful completion of the HELIX_ONPREM_DEPLOYMENT pipeline, verify that the platform
and application component pods are running by using the following command:
Back to top

To restart the application pods

2. Make sure that the parameter values that you specified in the build that you used to upgrade BMC Helix IT
Service Management are present.
3. In the PRODUCT-DEPLOY section, select the HELIX_RESTART
option. Make sure that you do not select any other options in the
section.
4. Click Rebuild.
The HELIX_ONPREM_DEPLOYMENT pipeline restarts all the application pods.
Back to top

Performing the postinstallation configurations
Upgrading BMC Helix Platform services version from 23.1.02 to 23.2.02

BMC Helix Platform services upgrade is a pre-requisite for BMC Helix IT Service Management upgrade. BMC Helix IT
• Common services
Upgrade BMC Helix Platform services from version 23.1.02 to 23.2.02 before you upgrade BMC Helix IT Service
Management.
Before you begin

• Make sure that you upgrade Helm to version 3.11
• Create a new working directory.
For example, 23.2.02.
• Download the deployment manager
BMC_Helix_Platform_Services_for_Service_Management_Version_23.2.02.zip and extract the files to the
new working directory.
The ZIP file contains the deployment manager helix-on-prem-deployment-manager-23.2.02.sh file.
• Download the upgrade configuration utility from EPD.
To download the deployment manager and upgrade configuration utility from EPD, see Downloading the
installation files.
• Back up all the PersistentVolumeClaim (PVC) data.
 Important
BMC does not have a recommendation for this step. You can use your preferred method to back up
the PVC data.

• Run the upgrade configuration utility.
To run the upgrade configuration utility

The upgrade configuration utility updates the infra.config and deployment.config files by performing the following tasks:
• It uses the values that you had set during the deployment of BMC Platform services to configure the infra.config
and deployment.config files.
You need not manually configure any parameter that you had configured previously.
• It lists the configuration parameters whose names have been modified in the current release and updates
their values automatically.
• It lists the configuration parameters that were added in the current release.
Perform the following steps to run the upgrade configuration utility:
1. Go to helix-on-prem-deployment-manager/utilities/upgrade.
2. Run the following command to provide execution permission to upgrade-configuration.sh:
$chmod a+x ../helix-on-prem-deployment-manager/utilities/upgrade/upgrade-configuration.sh
3. Run the upgrade configuration utility by using the following command:
./upgrade-configuration.sh <namespace>
<namespace> is the name of the namespace that you used to deploy BMC Helix Platform services.
The utility updates the infra.config and deployment.config parameters, updates the modified parameters, and if
there are any new additions, it prompts you to enter values.
After the utility has completed updating the infra.config and deployment.config files, you will get a confirmation
message.
 Important
The infra.config and deployment.config files are configured based on the values that you had set
during the previous installation of BMC Helix Platform services. Make sure that you review the files
before upgrading.
To upgrade BMC Helix Platform services

1. Navigate to your working directory.
2. In the configs/deployment.config file, make sure that the parameters have following values:

Parameter Value
If you are installing BMC Helix Platform services in a nonproduction

environment, specify the value as itsmcompact.

INSTALL_MODE upgrade
_INFRA yes
_PTPOSTGRES yes
_KAFKA yes
_REDIS yes
_RSSO yes
_ELASTICSEARCH yes
_MINIO yes
3. For the product services to which you are licensed to, set the value to yes. For all other services, set the
value to no.
To find the product services to which you are licensed to, see the deployment.config file from the version 23.1.02.
4. From the working directory, run the deployment manager to upgrade BMC Helix Platform services by using
After the upgrade is complete, you will get the following message:
Completed Helix On-prem Installation.

5. (Optional) To view the logs during the upgrade, run the following command:
tail -f logs/deployment.log

Upgrading BMC Helix Platform services version from 22.4 to 23.2.02

• Common services
Upgrade BMC Helix Platform services from version 22.4 to 23.2.02 before you upgrade BMC Helix IT Service Management.
Before you begin

To download the deployment manager from EPD, see Downloading the installation files.
• Download the Cleanup_Bmchelixlogging.sh script.
 Important
the PVC data.

• Uninstall BMC Helix Logging.


<namespace> is the name of the namespace that you used to deploy BMC Helix Platform services .
message.
 Important
before upgrading.
To uninstall BMC Helix Logging

In BMC Helix Platform services 23.2.02, BMC Helix Logging (Elasticsearch, Fluent Bit, and Kibana) is deployed in the BMC
Helix Platform namespace, and not in a separate namespace. You must clean up the old EFK and deploy the new EFK
during the upgrade.
1. Back up logs from Kibana into an a Microsoft Excel file.
a. On the Kibana home page, click .

b. In the Analytics area, click Discover.

c. Use a filter to refine your search, click Refresh query.
d. Save your search.

e. Select Share > CSV Reports.
f. Click Generate CSV.

The system displays a similar message:

g. When prompted, click Download report and save the report.
2. Uninstall BMC Helix Logging.

a. Log in to the system from where you installed BMC Helix Platform services earlier.
b. Export helm and Kubectl binary
path. For example:
export HELM_BIN=/usr/local/bin/helm
export KUBECTL_BIN=/usr/bin/kubectl
c. Copy the Cleanup_Bmchelixlogging.sh file to the system.

d. Clean up the bmc-helix-logging namespace by using the following command:
./Cleanup_Bmchelixlogging.sh <bmc-helix-logging namespace>
<bmc-helix-logging namespace> is the name of the bmc-helix-logging namespace that you used in the
22.4 version.
To upgrade BMC Helix Platform services

Parameter Value



Parameter Value
_INFRA yes
_PTPOSTGRES yes
_KAFKA yes
_REDIS yes
_RSSO yes
_ELASTICSEARCH yes
_MINIO yes


Upgrading BMC Helix Platform services version from 22.2.01 to 23.2.02

• Common services
Upgrade BMC Helix Platform services from version 22.2.01 to 23.2.02 before you upgrade BMC Helix IT Service
Management.
The following image shows the upgrade process:
Before you begin

To download the deployment manager from EPD, see Downloading the installation files.
• Download the Cleanup_Bmchelixlogging.sh script.
 Important
the PVC data.

• Uninstall BMC Helix Logging.


<namespace> is the name of the namespace that you used to deploy BMC Helix Platform services.
message.
 Important
before upgrading.
To uninstall BMC Helix Logging

In BMC Helix Platform services 23.2.02, BMC Helix Logging (Elasticsearch, Fluent Bit, and Kibana) is deployed in the BMC
Helix Platform namespace, and not in a separate namespace. You must clean up the old EFK and deploy the new EFK
during the upgrade.
1. Back up logs from Kibana into an a Microsoft Excel file.
a. On the Kibana home page, click .

b. In the Analytics area, click Discover.

c. Use a filter to refine your search, click Refresh query.
d. Save your search.

e. Select Share > CSV Reports.
f. Click Generate CSV.

The system displays a similar message:

g. When prompted, click Download report and save the report.
2. Uninstall BMC Helix Logging.

a. Log in to the system from where you installed BMC Helix Platform services earlier.
b. Export helm and Kubectl binary
path. For example:
export HELM_BIN=/usr/local/bin/helm
export KUBECTL_BIN=/usr/bin/kubectl
c. Copy the Cleanup_Bmchelixlogging.sh file to the system.

d. Clean up the bmc-helix-logging namespace by using the following command:
./Cleanup_Bmchelixlogging.sh <bmc-helix-logging namespace>
<bmc-helix-logging namespace> is the name of the bmc-helix-logging namespace that you used in the
22.2.01 version.
Task 1: To migrate data from Bitnami PostgreSQL to Patroni PostgreSQL

1. Make sure that you have the exec permission on the existing Bitnami PostgreSQL pods.
2. In the configs/deployment.config file, update the following parameters:
Parameter Value
_PTPOSTGRESS yes
INFRA yes

 Important
Retain all other values as no in this
file.
3. In the commons/certs/secrets.txt file, update the default values of the
parameters. These values can be the same as added in the previous deployment.
4. Deploy the Patroni PostgreSQL server by running the following command:
5. On the system where you deployed the Patroni PostgreSQL server, navigate to the utilities/migration directory
by using the following command:
cd helix-on-prem-deployment-manager/utilities/migration
6. In the dbmigration.sh script, specify the Bitnami PostgreSQL password and Patroni PostgreSQL password.
Bitnami PostgreSQL password is your base PostgreSQL database password and Patroni PostgreSQL password
is your new PostgreSQL database password.
7. Run the following command to start the migration:
./dbmigration.sh
8. (Optional) View the data migration logs by running the following command:
ls helix-on-prem-deployment-manager/utilities/migration/logs
Example output:
migration.logmigration.log.20230105122017 migration.log.20230105122415 migration.log.20230105122440

migration.log.20230105123110
migration.log.20230105121719 migration.log.20230105122308 migration.log.20230105122432
migration.log.20230105122949 migration.log.20230105123850
To troubleshoot migration failure

If the migration fails, perform the following steps:
1. Delete the Patroni PostgreSQL server by running the following command:

helm delete bmc-pg-ha -n <namespace>
2. Delete the pgdata-postgres-bmc-pg-ha-* PVCs by running the following command:
kubectl delete pvc pgdata-postgres-bmc-pg-ha-0 pgdata-postgres-bmc-pg-ha-1 pgdata-postgres-bmc-pg-ha-2

-n <namespace>
3. Rerun the database migration.
Task 2: To upgrade BMC Helix Platform services

Parameter Value


_INFRA yes
_PTPOSTGRES yes
_KAFKA yes
_REDIS yes
_RSSO yes
_ELASTICSEARCH yes

Parameter Value
_MINIO yes
Step 4: To scale down the Bitnami PostgreSQL pods

After the upgrade is complete, scale down the Bitnami PostgreSQL pods by using following commands:
kubectl scale deployment -n <NAMESPACE> postgres-postgresql-ha-pgpool --replicas=0

kubectl scale sts -n <NAMESPACE> postgres-postgresql-ha-postgresql --replicas=0

Upgrading BMC Helix Platform services version from 21.3.03.001 to 23.2.02

• Common services
Upgrade BMC Helix Platform services from version 21.3.03.001 to 23.2.02 before you upgrade BMC Helix IT Service
Management. To upgrade to version 23.2.02, first upgrade the platform to version 22.2.01, and then upgrade it to version
23.2.02.
Before you begin

BMC_Helix_Platform_Services_for_Service_Management_Version_22.2.01.zip from BMC Electronic Product

Distribution (EPD) and extract the files to the new working directory.
The ZIP file contains the following files:
• helix-on-prem-deployment-manager-22.2.01.sh—This file contains the deployment manager.
• jsons_22201_002.bzip2—This file contains the fix for the incorrect deployment file repository
location issue.
• Download the only_ITSM_configs_22201_003.tar.xz file from
EPD. This file contains the latest deployment size templates.
To download the files from EPD, see Downloading the installation files.
Task 1: To upgrade BMC Helix Platform services to version 22.2.01

1. Log in to the controller or bastion machine from where the Kubernetes cluster is accessible.
2. Go to the directory where you downloaded the deployment manager from the EPD and give the
execute permission to the helix-on-prem-deployment-manager-22.2.01.sh file.
3. Self-extract the deployment manager. Run the following command:
./helix-on-prem-deployment-manager-22.2.01.sh
cd helix-on-prem-deployment-manager
4. If you are installing BMC Helix Platform common services on Kubernetes 1.24 version, perform the following steps:
a. Navigate to the commons directory.
b. Open the preinstall-checker. sh file.
c. Comment the code for the Kubernetes version check.
5. Perform the following steps:
a. Copy the jsons_22201_002.bzip2 file in the helix-on-prem-deployment-manager directory.
b. Unzip the file by running the following command:
tar xvf jsons_22201_002.bzip2
After you unzip the file, the following folders are replaced in the helix-on-prem-deployment-manager/
Products directory:
• aiops
• common-services
• helixdashboard-services
• intelligentautomation
• intelligentintegrations
• itsminsight-services
• monitor
• platform
6. Update the deployment size templates.
a. In the helix-on-prem-deployment-manager directory, copy the only_ITSM_configs_22201_003.tar.xz file.
b. Extract the only_ITSM_configs_22201_003.tar.xz file by using the following command:
tar xvf only_ITSM_configs_22201_003.tar.xz

After you unzip the file, the following folders are replaced with the new deployment size templates in the
helix-on-prem-deployment-manager directory.
• configs/
• configs/compact.config
• configs/compact.json
• configs/compact_jvm.config
• configs/small.config
• configs/small.json
• configs/small_jvm.config
7. Go to the helix-on-prem-deployment-manager/configs/infra.config file and make the following changes:
a. Set the ingressAPIversion property to true.
b. Make sure that the ENVIRONMENT variable has the same value that it had in the preceding version.
c. Set the correct INGRESS_CLASS for the Kubernetes ingress controller 1.2.0 that you installed earlier.
8. In the helix-on-prem-deployment-manager/configs/infra.config file, modify the following parameters that
are environment-specific:
IMAGE_REGISTRY_H Image registry from where the nodes on the cluster download containers.bmc.co
OST the images. m
If you have synchronized the images to local Harbor registry, or

make sure Harbor registry is set up with HTTPS.
local repo if
copied down
IMAGE_REGISTRY_U User name to log in to BMC DTR. abc@bmc.com

SERNAME
specify the user name to log in to your local registry.
ENVIRONMENT Type of environment such as POC, Dev, and QA. poc
Do not use special characters for the environment value.
You can use the same environment value while performing the
BMC Helix Innovation Suite installation.

NAMESPACE Namespace in which to install the services. dark-helmet
You must have separate namespaces to install BMC Helix

Platform services and BMC Helix Innovation Suite and
applications.
LB_HOST Host for load balancer for BMC Helix Innovation Suite. host-india-
app.mydomain.co
Specify the BMC Helix Innovation Suite URL. m
LB_PORT Port for load balancer. 443
TMS_LB_HOST Host for tenant management system. tms-private-

poc.mydomain.co
Specify the host of the load balancer that points to the tenant m
management system service.
Domain Domain name of the Load Balancer mydomain.com
MINIO_LB_HOST URL for Minio storage. minio-private-

poc.mydomain.co
m
CLUSTER_TYPE Cluster type can have values openshift or ocp for OpenShift. ""
If CLUSTER_TYPE is not set to openshift or ocp then cluster type is

treated as kubernetes cluster.
COMPANY_NAME This parameter will be used in the tenant URL formation like: photon2
$COMPANY_NAME-$TENANT_TYPE-$ENVIRONMENT.$DOMAIN
Do not use special characters for the Company name.
COMPANY_NAME value is used to generate the tenant URL.
TENANT_EMAIL Tenant email address. pqr@mycompany.

com

TENANT_FIRST_NA Tenant first name. TestName

ME
TENANT_LAST_NAM Tenant last name. TestLastName

E
TENANT_TYPE The tenant type. private
Valid values:
public or private
This parameter will be used in the tenant URL and BMC

Discovery appliance URL formation.
For BMC Helix Operations Management:

$COMPANY_NAME-disc-$TENANT_TYPE-$ENVIRONMENT.
$FQDN $COMPANY_NAME-$TENANT_TYPE-$ENVIRONMENT.$FQDN
Example:
acme-private-poc.acme.com
COUNTRY The country name must match the value in the OS locale. "United States"
• Add the country name within double quotes.

• Do not use abbreviation in country names
Click here to view a list of the supported country
names.
Important:
• The country name must match the value in the

OS locale.
• Make sure that the value of COUNTRY is
enclosed within double quotation marks.
• Do not use abbreviations in country names.
NFS_MOUNT_PATH This parameter is not required for BMC Helix IT Service ""
Management.
Leave it blank.

NFS_SERVER This parameter is not required for BMC Helix IT Service ""
Management.
Leave it blank.
SMTP_HOST SMTP host name of IP address accessible from cluster. mailhost.mycomp

any.com
SMTP parameters are required for the emails that are sent to the
administrator for tenant activation after the BMC Helix Platform
deployment is complete.
All SMTP mail servers are supported.
To use a temporary SMTP server to receive BMC Helix Platform

services installation emails, see the knowledge article 000396217 .
SMTP_PORT An integer value for the port of the SMTP server. For example: 25 25
SMTP_USERNAME User name to connect to the SMTP server. abc@mycompany.

com
If SMTP_AUTH value is set to NONE, keep the SMTP_USERNAME and
SMTP_PASSWORD values blank as shown below:
SMTP_FROM_EMAI A valid email ID for the From address in all emails. helix-
L rd@mycompany.c
om
SMTP_TLS The SMTP server TLS. If not in use, leave the parameter blank as ""
shown below:
SMTP_TLS=""
SMTP_AUTH_DASH The value can be true or false. true

BOARD

SMTP_AUTH One of the following values: PLAIN
• PLAIN
This value is case sensitive. If you set the value as
PLAIN, it is mandatory to set valid values for
SMTP_USER and SMTP_PASSWORD.
• LOGIN
This value is case sensitive. If you set the value as
LOGIN, it is mandatory to set valid values for
SMTP_USER and SMTP_PASSWORD.
• NONE
This value is case sensitive. Use this value when you
want to skip SMTP authentication. If you set the value
as NONE, set the user name and password values as
shown below:
OPS_GROUP_EMAIL ops email address ops-

grp@mycompany.
All emails related to tenant activities such as tenant creation, com
tenant registration, and tenant offboarding are sent to your
organization's operations team.
APPROVAL_GROUP_ email address for approval grp-

EMAIL rd@mycompany.c
When a new tenant is created, an email is sent for tenant om
approval to this email group.
PG_STORAGE_CLASS Storage class used. Usually there is one Storage class configured ceph-block-
for all the infra services. Please repeat the same value in that storage
case
VMSTORAGE_STOR Storage class for VictoriaMetrics. onprem-storage

AGE_CLASS
VMAGGSTORAGE_S Storage class for VictoriaMetrics. onprem-storage

TORAGE_CLASS

ES_MASTER_STORA Storage class for Elasticsearch master nodes block-store-class

GE_CLASS
ES_DATA_STORAGE_ Storage class for Elasticsearch data nodes. block-store-class

CLASS
MINIO_STORAGE_CL Storage class for Minio. onprem-storage

ASS
EFS_STORAGE_CLAS Leave it blank. ""

S
REDIS_HA_GLOBAL_ Storage class for REDIS. block-store-class

STORAGECLASS
KAFKA_STORAGECL Storage class for Kafka. block-store-class

ASS
ESLOG_MASTER_ST Storage class for Elasticsearch log. block-store-class

ORAGE_CLASS
ESLOG_DATA_STOR Storage class for Elasticsearch log. block-store-class

AGE_CLASS
AIOPS_STORAGE_CL Leave it blank. ""

ASS

CUSTOM_CA_SIGNE The default value is false. false

D_CERT_IN_USE
If you are using a self-signed or custom CA certificate, set the
value to true.
For instructions on using a self-signed or custom CA certificates,

see Using self-signed or custom CA certificates .
Important: If you are using a self-signed or custom CA

certificate, make sure that you use the same custom certificate
during BMC Helix Platform and BMC Helix IT Service
OPT_STORAGE_CLA Leave it blank. ""

SS
REPOPV_MOUNT_P Leave it blank. ""

ATH
MIGRATORPV_MOU Leave it blank. ""

NT_PATH
ETLPV_MOUNT_PAT Leave it blank. ""

H
SMART_SYSTEM_US Leave it blank. ""

ERNAME
HELM_BIN Absolute path of the HELM binary. /usr/local/bin/

helm
KUBECTL_BIN Absolute path of the kubectl binary. /usr/bin/kubectl
OC_BIN OC_BIN path should be set if CLUSTER_TYPE is openshift or ocp. /usr/local/sbin/oc
9. Go to the helix-on-prem-deployment-manager/configs/deployment.config file and set the following values:

Property Upgrade values
_POSTGRES no
_MINIO no
10. If you are using BMC Helix Logging, in the helix-on-prem-deployment-manager/configs/deployment.config file,
change the value of the BMC_HELIX_LOGGING parameter to yes.
11. Prepare for password encryption.
Expand to see the steps:
a. Go to the commons/certs directory and open the secrets.txt file.

b. Add the following passwords to this file:
IMAGE_REGISTRY Password for the Docker registry. 5016adc4-993f-4fc

_PASSWORD 5-8fb0-8ef6b02ca9
d3
SMTP_PASSWOR The password to connect to the SMTP server. password123

D
In the configs/infra.config file, if the value of the the
SMTP_AUTH parameter file is NONE, leave the SMTP_PASSWORD
value blank as shown below:
SMTP_PASSWORD=""
SMART_SYSTEM_ Password to connect to the BMC Discovery appliance. password123

PASSWORD
PG_PASSWD Password to connect to the PostgreSQL database. password123
c. Save the secrets.txt file

 Troubleshooting tip
Make Sure that you provide all passwords in the secrets.txt file. Even if a single password is not added
in the secrets.txt file, the deployment fails with an error.
Sample secrets.txt file
# cat commons/certs/secrets.txt #Please put the

passwords in this file
IMAGE_REGISTRY_PASSWORD=password123 SMTP_PASSWORD=""
SMART_SYSTEM_PASSWORD=password123 PG_PASSWD=Test2020
################## End OF THE FILE ####################
12. Run the deployment manager to upgrade BMC Helix Platform common services by executing the
following command:
To view the logs during the upgrade, run the following command:
Task 2: To upgrade BMC Helix Platform services to version 23.2.02

See Upgrading BMC Helix Platform services version from 22.2.01 to 23.2.02.


 Controlled distribution status for on-premises upgrades
Based on the changes related to container-based deployment and platform convergence, the on-premises
upgrade approach is significantly different from past ITSM upgrades. Upgrading requires use of a staged upgrade
approach, leveraging a parallel system environment and BMC Helix Data Manager.
To effectively plan and schedule your upgrade to version 21.05.02 or 21.3, BMC requests that you utilize the
BMC Assisted MIGration Offering (AMIGO) program. You can open an AMIGO case by calling Customer Support
@
1-800-527-1813, or clicking this link.

Upgrading to version 21.05.02 or 21.3 requires a staged upgrade approach that utilizes a parallel system
environment and BMC Helix Data Manager. BMC Helix Data Manager requires a password to download. Contact your
account manager to obtain the password.
The staged upgrade process is used to upgrade your Remedy ITSM and associated Service Management applications to
BMC Helix IT Service Management 21.3.06 containerized platform.
Staged upgrade process refers to a process of creating a parallel system, performing a fresh installation, migrating
workflows, migrating data, and running delta data migration. In this process, you perform the following actions:
1. Perform an installation of an out-of-the-box BMC Helix IT Service Management 21.3.06 platform and
the applications that you want to install.
2. Migrate your workflow customization and overlays.
3. Migrate your data from your current production environment to your new environment by using BMC Helix
Data Manager (HDM) and data migration utilities.
For example, to upgrade your existing Remedy ITSM from the 12.02 version to BMC Helix IT Service Management 21.3.06
containerized platform, you must perform a fresh installation of BMC Helix IT Service Management 21.3.06, and then
migrate the existing workflows and data by using BMC Helix Data Manager.
Supported source databases from which you can migrate product data to the 21.3.06 version are PostgreSQL, Microsoft
SQL, and Oracle.
Supported target databases are PostgreSQL, Microsoft SQL, and Oracle. The following is the list of versions from which you
can migrate product data to the 21.3 version:
Product Name Versions
BMC Helix ITSM 8.1, 9.1, 18.05, 18.08, 19.02, 19.08, 20.02, and 20.08
BMC Digital Workplace 19.x and later versions
BMC Digital Workplace Catalog 20.02, and 20.08
BMC Helix ITSM: Smart IT 2.0 and later versions
BMC Helix ITSM: Smart Reporting 20.02 and later versions
An overview of the staged upgrade process is shown in the following image:

Before you begin

Make sure that you prepare for the upgrade.
End-to-end staged upgrade process

The following table provides a sequence to upgrade your existing platform and applications:
Tas Action Role Reference

k
Create a database copy


k
1 Create a database copy of your current production system. System

Administrat
or
Create a staging system
1 Set up your environment for a fresh deployment. System System requirements

Administrat
or
2 Download the installation files and a key to access the System Downloading the installation files
container images from EPD. Administrat
or
3 Create your Harbor repository and synchronize it with System Setting up a Harbor repository to
Docker Trusted Repository (DTR). Administrat synchronize container images
or
Important: Make sure that you note your Harbor username
and password to use the credentials while performing the
installation.
4 Prepare your database. System Setting up a Microsoft SQL Server

Administrat database
or
5 Set up the BMC Deployment Engine. System Setting up BMC Deployment

Administrat Engine
Important: Make sure that you note your Jenkins, or
Ansible, and Git username and password to use the
credentials while performing the installation.


k
6 Install the platform and application components. System Performing the installation
Administrat
Important: Do not install Smart Reporting while or
performing a fresh installation of BMC Helix IT Service
Management if you are using either of the following
source and target databases for Smart Reporting data:
• Both source and target databases are Microsoft

SQL databases
• Both source and target databases are Oracle databases
To upgrade Smart Reporting with Microsoft SQL or Oracle
databases, see Upgrading Smart Reporting.
7 Deploy your custom plug-ins. System Deploying custom plug-ins

Administrat
or
Migrate and reconcile workflows and integrations
1 Migrate customizations to your new target system. System Moving your customization to a
Administrat new target system
or
Prepare to perform data migration
1 Take a back up of the target database after your Database

customizations are migrated. Administrat
or


k
2 Download and import migration packs. System Migrating an existing on-

Administrat premises BMC Helix ITSM system
or and BMC to an upgraded on-premises BMC
Support Helix system
in BMC Helix Data Manager
documentation


k
3 Configure BMC Helix Data Manager to connect to the System

source database. Administrat
or and BMC
Support
4 Configure BMC Helix Data Manager to connect to the System

target database. Administrat
or and BMC
Support
5 Prepare bespoke data migration. System

Administrat
or and BMC
Support
6 Perform optional form analysis and approval enrichment System

mappings. Administrat
or and BMC
Support
7 Prepare target system for data migration. System

Administrat
or and BMC
Support
Data migration
1 Perform BMC Helix ITSM data migration. System

Administrat
or and BMC
Support


k
2 Perform BMC Helix Digital Workplace data migration. System Migrating data by using
Administrat the Export-Import utility
Important: Perform BMC Helix Digital Workplace data or and BMC
migration by using the Export-Import utility. You do not Support
need to export and import data by using BMC Helix Data
Manager.
3 Perform data BMC Helix Digital Workplace Catalog System Migrating BMC Helix Digital
migration. Administrat Workplace Catalog data
or and BMC in BMC Helix Data Manager
Support documentation
4 Perform BMC Helix ITSM: Smart IT data migration. System Migrating data for Smart IT in
Administrat BMC Helix Data Manager
or and BMC documentation
Support
5 Perform BMC Helix ITSM: Smart Reporting data migration. System Migrating data for
Administrat Smart Reporting
Important: Perform this step if you are using the following or and BMC in BMC Helix Data Manager
source and target databases for Smart Reporting data: Support documentation
• The source database is Microsoft SQL, and the

target database is Oracle.
• The target database is a PostgreSQL database.
To upgrade Smart Reporting with Microsoft SQL or Oracle
databases, see Upgrading Smart Reporting.
6 Perform post-migration activities. System

Administrat
Important: In BMC Helix Digital Workplace Catalog or and BMC Completing post-migration steps
application, the Enhanced Catalog page displays the BMC Support
Helix Digital Workplace Catalog source environment in BMC Helix Data Manager
related values. Make sure that you update the values with documentation
the target environment values.


k
7 Back up your target database. System

Administrat
To preserve data integrity, make sure that you back up your or and BMC
target database before you start the AR System server; Support
verify that there is no test data in the system; and roll back
the database after testing.
Emulated cutover and UAT
1 Perform emulated UAT cutover activities. System User acceptance test phase in
or documentation
2 Perform delta data migration. System Running a delta data

Administrat (incremental) migration job
or in BMC Helix Data Manager
documentation
3 Perform production cutover activities. System User acceptance test phase in

or documentation
Go live activities
1 Perform go live activities. System Go-live phase in BMC Helix

Administrat Data Manager documentation
or
Preparing for upgrade

Complete the following tasks before you upgrade BMC Helix IT Service Management by using the staged upgrade process:

Task Action Role Additional information
1 Make sure that Helix Data Manager System administrator System requirements
(HDM) server is available.
Verify that HDM server has drive space

twice the size of your source database so
that you have enough space for migration
data export.
2 Check the CMDB flattening status on the System administrator Performing the CDM
source system. denormalization execution tasks
3 Run the Configuration check utility and System administrator Performing configuration checks
CDM denormalization utility.
Running the CDM

Denormalization utility
4 Analyze the result of the following System administrator Viewing configuration check
utilities: reports
• Configuration check Performing the CDM

• CDM denormalization denormalization post validation
tasks
Next task Proceed with Downloading the installation files
Back to process If you are finished downloading the installation files, return to the
Staged upgrade process.
Deploying custom plug-ins

Review the information in this topic to understand the steps that an administrator performs to deploy custom plug-ins
after a fresh installation of BMC Helix IT Service Management.

The following diagram shows the overview of the process of deploying custom plug-ins:
Before you begin

• Make sure you have your custom Plug-in.jar file.
• Set up a local harbor registry.
• Download the pluginservice.zip file.
Task 1: Prepare the plug-in files and create a custom plug-in image
Prepare the plug-ins files by performing the following steps and then create a custom plug-in image by using the Plug-in
server base image from BMC Docker Trusted Registry (DTR).
1. On the Jenkins server or a LINUX machine that has Docker Engine - Community 20.10.17 or later installed, create
a working directory named customplugin.
Use this directory to organize the files required to create a custom plugin.
2. Navigate to the customplugin directory, and create a sub directory named image.
3. Navigate to the image directory, and create a new file named Dockerfile by using a text editor.
4. In the Dockerfile file, add the following details:
# Dockerfile to create an image for a custom plug-in server.

FROM <registry_server>/bmc/lp00x:pluginsvr_base-213006-RC1A-213006-RTM
ADD --chown=bmcuser:bmc --chmod=g+rw pluginsvr /opt/bmc/ARSystem/pluginsvr
In the <registry_server> parameter, specify the name of the registry server from where you have synced
the plug-in server base image from containers.bmc.com.
This file is used to prepare the Docker image of custom plug-in.

 Important
The --chmod option requires BuildKit. To learn how to build images with BuildKit enabled,
Build images with BuildKitin the Docker documentation.
see
5. Navigate to the image directory and create a sub directory named pluginsvr.
6. Navigate to the pluginsvr directory.
7. In the pluginsvr directory, copy all the custom plug-in jar files and the supporting files.
8. In the pluginsvr directory, create a new pluginsvr_config.xml file and add the following details to the file:
<?xml version="1.0" encoding="UTF-8" standalone="no"?>

<pluginsvr_config>
<port> CUSTPLUGINPORT </port>
<regPortMapper>false</regPortMapper>
<encryptionPolicy>2</encryptionPolicy>
<publicKeyAlg>4</publicKeyAlg>
<publicKeyExpiry>86400</publicKeyExpiry>
<dataEncryptionAlg>1</dataEncryptionAlg>
<dataKeyExpiry>2700</dataKeyExpiry>
<numCoreThreads>5</numCoreThreads>
<numSelectorThreads>2</numSelectorThreads>
<workQueueMonitorLogInterval>0</workQueueMonitorLogInterval>
<workQueueTaskThreshold>5</workQueueTaskThreshold>
<pluginSvrName> PluginServer_Service ARSERVERCONNECTNAME CUSTPLUGINPORT </pluginSvrName>
<reloadDelay>30000</reloadDelay>
<enableNativeBridge>false</enableNativeBridge>
<maxThreads>10</maxThreads>
<excessCoreThreadsIdleKeepAliveTimeInSecond>0</excessCoreThreadsIdleKeepAliveTimeInSecond>
<supportNativePluginHost>false</supportNativePluginHost>
<loadNativePluginHost>false</loadNativePluginHost>
<pluginSvrLogEnable>True</pluginSvrLogEnable>
<pluginSvrLogFile>/opt/bmc/ARSystem/db/ CUSTOMPLUGINNAME arjavaplugin CUSTPLUGINPORT .log</
pluginSvrLogFile>
<pluginSvrLogLevel>INFO</pluginSvrLogLevel>
<pluginSvrLogMaxFileSize>5242880</pluginSvrLogMaxFileSize>
<pluginSvrLogMaxHistory>10</pluginSvrLogMaxHistory>
<pluginSvrAlwaysOnLogName> /opt/bmc/ARSystem/db/ CUSTOMPLUGINNAME CUSTPLUGINPORT alwayson.log </
pluginSvrAlwaysOnLogName>
<pluginSvrAlwaysOnCopies>20</pluginSvrAlwaysOnCopies>
<pluginSvrAlwaysOnBufferSize>0</pluginSvrAlwaysOnBufferSize>
<plugins>
</plugins>
</pluginsvr_config>
This file is used to add the custom plug-in configuration information.

9. To add the custom plug-in information, in the pluginsvr_config.xml file, enter a plug-in configuration block for
your plug-in by using the <plugins> and </plugins> tags as shown in the following template:
</plugins>
<plugin>
<name><Name of your custom plugin></name>
<classname>Name of the plugin class</classname>
<pathelement type="location">/opt/bmc/ARSystem/pluginsvr/JAR file 1</pathelement>
<pathelement type="location">/opt/bmc/ARSystem/pluginsvr/JAR file 2</pathelement>
<pathelement type="location">/opt/bmc/ARSystem/pluginsvr/JAR file n</pathelement>

<userDefined>
<KeepResultsSeconds>Keep result value in seconds</KeepResultsSeconds>
<KeepCacheSeconds>Keep cache value in seconds</KeepCacheSeconds>
<Timeout>Timeout value in seconds</Timeout>
<AlwaysLogDetails></AlwaysLogDetails>
<ProxyServer></ProxyServer>
<ProxyPort></ProxyPort>
<ProxyUser></ProxyUser>
<ProxyPass></ProxyPass>
<KeyStoreAlgorithm></KeyStoreAlgorithm>
<KeyStoreFormat></KeyStoreFormat>
<KeyStoreFile></KeyStoreFile>
<KeyStorePass></KeyStorePass>
<KeyStoreProtocol></KeyStoreProtocol>
<TemplateFieldDelimiter></TemplateFieldDelimiter>
<ArrayDelimiter></ArrayDelimiter>
</userDefined>
</plugin>
</plugins>
In the <pathelement type="location"> parameter, /opt/bmc/ARSystem/pluginsvr/ is the path of the platform

container directory.
The following block shows an example plug-in configuration:
</plugins>
<plugin>
<name>APL.ARDBC.RESTFULARDBCPLUGIN</name>
<classname>com.apl.RestfulARDBCPlugin</classname>
<pathelement type="location">/opt/bmc/ARSystem/pluginsvr/APLRestfulARDBCPlugin.jar</
pathelement>
<pathelement type="location">/opt/bmc/ARSystem/pluginsvr/json-20200518.jar</pathelement>
<userDefined>
<KeepResultsSeconds>300</KeepResultsSeconds>
<KeepCacheSeconds>86400</KeepCacheSeconds>
<Timeout>90</Timeout>
<AlwaysLogDetails></AlwaysLogDetails>
<ProxyServer></ProxyServer>
<ProxyPort></ProxyPort>
<ProxyUser></ProxyUser>
<ProxyPass></ProxyPass>
<KeyStoreAlgorithm></KeyStoreAlgorithm>
<KeyStoreFormat></KeyStoreFormat>
<KeyStoreFile></KeyStoreFile>
<KeyStorePass></KeyStorePass>
<KeyStoreProtocol></KeyStoreProtocol>
<TemplateFieldDelimiter></TemplateFieldDelimiter>
<ArrayDelimiter></ArrayDelimiter>
</userDefined>
</plugin>
</plugins>
 Important
Make sure that you do not change any other sections in the file.
Task 2: To build the plug-in image

1. Navigate to the image directory and build the plug-in image by using the following command:

DOCKER_BUILDKIT=1 docker build -t <plugin_image_name> .
For example:
DOCKER_BUILDKIT=1 docker build -t my_custom_pluginserver .
After the image is built, use the following command to verify that the new image is available:
docker image ls
2. Add a new tag to the image and push it to the registry server that is used to share images to the Kubernetes
cluster.
For example:
$ docker tag my_custom_pluginserver <your_registry_server>/bmc/lp00x:pluginsvr_base-213006-RC1A-213006-

RTM
$ docker push <your_registry_server>/bmc/lp00x:pluginsvr_base-213006-RC1A-213006-RTM
The push refers to repository [<your_registry_server>/bmc/lp00x]
0f6166511e27: Pushed
a03dea7d0030: Pushed
e18e4d781654: Pushed
5f70bf18a086: Pushed
0e6256a1564b: Pushed
7c182eac9297: Pushed
55431d70b0c0: Pushed
9ac4b6907c58: Pushed
78b22de90ed3: Pushed
91a447ce5fb0: Pushed
6d9467619955: Pushed
e3d8f5d76e6c: Pushed
61c70a5bb3ed: Pushed
d48ce3932dae: Pushed
174f56854903: Layer already exists
aplrest-213004: digest: sha256:6fc86a5939044eb1b80183c1bf7ab3c2b44c2038861703d3c0fa9aa84fc3daae size:
3465
Task 3: To create a Helm chart for the plug-in server image

1. Navigate to your working directory customplugin and download and extract the pluginservice.zip file.
2. In the values.yaml file, add the following parameter values:
registry Name of the registry server where the custom plug-in server
image is saved.
pluginimage Name of your custom plug-in.

pluginimagetag Tag of the image pushed to the registry server.
AR_SERVER_DOMAIN Name of your domain.
CUSTOM_PLUGINSVR_NAME Name of your custom plug-in server.
(Optional) Custom plug-in port value.
CUSTOM_PLUGINSVR_PORT The default value is 9822.
JAVA_MAX_HEAP_SIZE Maximum memory size for JVM.
JAVA_MIN_HEAP_SIZE Minimum memory size for JVM.
name The IMAGESECRET_NAME parameter value from the

HELIX_ONPREM_DEPLOYMENT pipeline that is used to deploy BMC
in the imagePullSecrets section Helix IT Service Management.
Alternatively, you can use the following command to find the
value:
kubectl get secret -n <BMC Helix Innovation Suite

namespace> --field-selector type=kubernetes.io/
dockerconfigjson
AR_SERVER_APP_SERVICE_PASSWORD The AR_SERVER_APP_SERVICE_PASSWORD parameter value from

the HELIX_ONPREM_DEPLOYMENT pipeline used to deploy BMC
Alternatively, you can use the following command to find the

value:
kubectl get secret platform-fts -n

<helix_itsm_namespace>
-o=jsonpath='{.data.AR_SERVER_APP_SERVICE_PASSWORD}' |
base64 -d

 Important
In the env section, add the environment variables required
for your custom plug-in.
3. If you are using Openshift with restricted SCC enabled, navigate to the deployment.yaml file located at
pluginservice/templates/, and update the file as follows:
a. In the deployment.yaml file, in the securityContext section, delete the runAsUser: 1000 and
fsGroup: 1000 parameters.
b. Add the runAsGroup: 1000 parameter as shown in the following image:
Task 4: To deploy the custom plug-in

1. In your BMC Helix Innovation Suite namespace, deploy the plug-in server container by using the
following command:
helm --namespace=<BMC Helix Innovation Suite namespace> upgrade --install <plugin_server_name> . -f

values.yaml
For example:
helm --namespace=itsm123 upgrade --install customplugin . -f values.yaml
2. Verify that the custom plug-in server is running by using the following command:
kubectl get pods -n <BMC Helix Innovation Suite namespace>
3. To view the Helm deployments, run the following command:
helm ls -n <BMC Helix Innovation Suite namespace>
4. Log in to Mid Tier and confirm that the deployed plug-ins are registered in the Plugin Server Configuration
form. For more information, see Form Permissions plug-in configuration in AR System documentation.
Next task Proceed with Moving your customization to a new target system
Back to process If you are finished moving your customization to a new target system,
return to the Staged upgrade process.

Moving your customization to a new target system

This section describes how to migrate BMC Helix ITSM customizations between
environments as part of the Staged Upgrade methodology for upgrading a BMC Helix Related topic
ITSMenvironment.
To upgrade, you must migrate your customizations from your current ITSM system Adding your custom forms to
to the new BMC Helix ITSM system. This involves the following activities: a migration pack
• Migrate CMDB customizations—Apply CMDB extensions to your new system

and update any user interfaces impacted by these extensions.
• Migrate workflow customizations—Export overlays and customizations to
the definition file and import these definitions to the target system.
• Three-way reconciliation—Review and validate the workflow in the new
BMC Helix ITSM application using three-way reconciliation.
Migrating CMDB customizations

The following image describes the process to migrate CMDB customizations:
You can export and import CMDB customizations from the source system to the target system by using the Deployment
Management Console. Alternatively, you can use the cdmchecker utility to export and import the customizations.
 Important
The process describes migration of CMDB customizations from a denormalized source CMDB system to
a denormalized target CMDB system.
To identify the customizations

Identify all the out-of-the-box CMDB metadata for classes and attributes by using the cdmchecker utility. For information
about cdmchecker utility, see Troubleshooting issues when using the CDMChecker tool .
To identify the CMDB customizations, perform the following steps:
1. Make sure that all the applications and CMDB extensions are installed on the OOB system so that the
products installed on target system where customizations need to be migrated are same.
For example, if the source system where you want to identify the customizations has ITSM and True Sight
extension installed. On the OOB system of the same version, make sure that the system has ITSM and True Sight
extension installed.

2. In the OOB environment that has the same version as that of your source system, run the following cdmchecker
tool command:
cdmchecker -x <name of xml file to include all classes> -u <user> -p <password> -s <server> -t <TCP
Port>
This command exports an OOTB xml file for the CMDB classes and attributes.
3. Compare the OOTB xml file generated in the step 2 with the source system by using the following command:
cdmchecker -c <name of xml file to include all classes> -u <user> -p <password> -s <server> -t <TCP
Port>
This command displays the classes and attributes found in the source system. A sample output of the command for
Added Classes, Added Attributes, and Changed Attributes is as follows:
************************************************ Added Classes:

************************************************ CUS.CORE:CUS_CloudInfo
************************************************
************************************************ Added Attributes:

************************************************ BMC.CORE:BMC_WAN::WANInfo
************************************************
************************************************ Changed Attributes:

************************************************ BMC.CORE:BMC_BaseElement::RequestId
BMC.CORE:BMC_BaseRelationship::RequestId BMC.CORE:BMC_Collection::isVirtual_old
BMC.CORE:BMC_ElementLocation::ElementLocation
************************************************
To export the customizations by using the Deployment Management Console

1. Log in to Mid Tier as an administrator.
2. Select AR System Administration > AR System Deployment Management Console.
3. On the AR System Deployment Management Console page, click Create.

4. Specify the details such as package name, version, and description.

5. From the Content Type drop down list, select CMDB.
6. Add the classes and attributes.
From the CMDB Object Type drop down list, select any of the following options:
a. To add a class, select Add Class, click Add, select the class name and click
Add. The following image shows an example:
b. To add an attribute, select Add Attribute, click Add, select the attribute name and click Add.
7. Click Save.
A package is created and a package creation message is displayed.
8. Navigate to the Deployment Management Console.
9. To build the package, click Build.
After the package is built successfully, the build status changes to Ready for Export.

10. To export the package, click Export.

The following image shows an
example:
To import the customizations by using the Deployment Management Console

1. Log in to the target system.
2. Select AR System Administration > AR System Deployment Management Console.
3. On the AR System Deployment Management Console page, click
Import. The following image shows an example:
4. After the import completes successfully, click

Deploy. The following image shows an example:
To export and import the customizations by using the cmdbdriver utility

1. Export custom CMDB classes and attributes by using the expdf command.
An example of exporting a complete custom CUS_CloudInfo class with all custom attributes is as follows:
Command: expdf

EXPORT DEFINITION
Export Item List:
Number of export items (0): 2
Item Type: (Class, Attribute) (1-2) (1): 1 Class Type
Class Name
Namespace (): CUS.CORE
Class name (): CUS_CloudInfo
Item Type: (Class, Attribute) (1-2) (1): 2 Attribute Type
Class Name
Namespace (): CUS.CORE
Class name (): CUS_CloudInfo Number of Attributes (0): 7
Attribute Name (): CUS_ID
Attribute Name (): CUS_LastModifedDate Attribute Name (): CUS_Place
Attribute Name (): CUS_StackID Attribute Name (): CUS_Reference Attribute Name (): CUS_ServerName Attribute
Name (): CUS_LastModifiedBy
Filename for exported def: CUS_CloudInfo.xml
CMDBExportDef results ReturnCode: OK

Status List : 0 items
An example of exporting additional custom attributes from an OOB class is as follows:
Command: expdf EXPORT DEFINITION

Export Item List:
Number of export items (0): 1
Item Type: (Class, Attribute) (1-2) (1): 2 Attribute Type
Class Name
Namespace (): BMC.CORE
Class name (): BMC_SoftwareServer Number of Attributes (0): 10
Attribute Name (): CUS_DCName Attribute Name (): CUS_Activity_Month Attribute Name (): CUS_Activity_Day
Attribute Name (): CUS_Activity_Time Attribute Name (): CUS_Activity_Date
Attribute Name (): CUS_Activity_Frequency Attribute Name (): CUS_Activity_Time Attribute Name ():
CUS_Activity_TimeZone Attribute Name (): CUS_Activity_Week Attribute Name (): CUS_Rack
Filename for exported def: BMC_SoftwareServer_Custom_attr.xml
CMDBExportDef results ReturnCode: OK

2. Run the import command with customization file as an input.

An example of importing a complete custom class is as follows:
Command: impdf DEFINITION IMPORT

Import Item List:
Number of import items (0):

Import option: Create/Overwrite (1-2) (1): 1 Filename containing import data: CUS_CloudInfo.xml
CMDBImportDef results ReturnCode: OK

An example command to import all custom attributes in the BMC_SoftwareServer class in the target system is as
follows:
Command: impdf DEFINITION IMPORT

Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 1
Filename containing import data: BMC_SoftwareServer_custom_attr.xml
CMDBImportDef results ReturnCode: OK

3. Create UI Asset forms for the imported classes. To create an asset form,
see Synchronizing the BMC Asset Inventory forms with BMC Atrium CMDB
.
Migrating workflow customizations

You can use BMC Developer Studio to migrate workflow customizations. The high-level steps are:
1. Identify and export overlaid and custom workflow to a definition file.

2. Migrate customer AR System groups.
3. Import overlays and customer workflow from a definition file.
To identify and export overlaid and custom workflow

1. Open Developer Studio and connect to source system. Make sure you are using Best Practice Development Mode.
2. Open the list of forms in your source system and sort by the Customization Type to bring all Custom and
Overlay objects to the top of the list.

3. Select all overlaid forms. Then, right-click and select Export To File.
4. On the Export dialog box, enter the name of the file you want to export to.
You can use multiple files for each category or consolidate all exports into a single definition file.
5. Select all of the real custom forms. Then, right click and select Export To File.
Some forms might be incorrectly specified as Custom but may be out-of-the-box. These include SLA join forms
generated by BMC Helix ITSM.
6. Repeat steps 2-5 for active links, filters, active link guides, filter guides, applications, web services, and menus.
Migrating customer AR System groups

Before importing workflow, make sure that any custom AR System groups or roles that are referenced in your
workflow have been migrated to your target system. Use BMC Helix Data Manager to migrate the data for your custom
AR System groups or simply export the groups and roles to an arx file and use the AR System Import Tool to import
them.
To import overlays and customer workflow from a definition file

1. Open Developer Studio and connect to target system. Make sure you are using Best Practice Development Mode.
2. Select File > Import.
3. In the dialog box, select Object Definitions, and click Next.

4. Select the server you want to import into and click Next.
5. Open the Import definition file and click Next to view the list of objects available for import.
For overlaid forms, the underlying base form and the overlay will be in the definition file. The overlay is indicated
with a " o" suffix. For example, an overlay of "AAS:Activity appears in the definition file as "AAS:Activity o".
You must remove all instances of the base form or workflow from the definition file when importing an overlay, or
the base form will be updated with the older version form definition.
6. After you have configured the set of workflow to be imported, click Import.
You should not need to overwrite any definitions in the target system unless you are reattempting an import. If

the Replace Objects on the Destination Server flag is not checked, you might accidentally update the base layer, so
it may be safer to delete and re-import overlays if reattempting a migration.
7. Repeat steps 2-6 for each of your definition files.
Handling exceptions
It may not be possible to import all of your overlaid workflow.
For Example: If an overlaid object does not exist on the target, or if the customizations are so significant that the definition
cannot even be imported as an overlay.
Manage these exceptions on a case-by-case basis because the change will likely need to be redeveloped.
Three-way reconciliation
Three-way reconciliation enables you to compare your overlaid workflow with the base objects from the previous and
new BMC Helix ITSM version. This enables you to evaluate whether the customization that was applied to the
previous version is still valid and whether you should carry it forward in the same way.
For additional details, see Comparing and reconciling objects using the Objects list.
After your customizations and overlays are migrated to the larger system, complete the following steps to use three-way
reconciliation to validate your customizations when using the Staged Upgrade methodology.
To validate your customizations

1. Open Developer Studio and log in to the source and target AR System server.
2. Right-click the source server and select Capture Snapshot.
3. Right-click the target server and select Compare with Snapshot.
Overlays that might not be compatible with the changes being applied in the new version are highlighted for your
review (as shown in the screen shot). Overlays with no clashes are not flagged, so if you get no output from this
comparison, that is a desirable output.


Migrating data by using the Export-Import utility

Use the data Export-Import utility to perform data migration from BMC Helix Digital Workplace 20.02.x to 21.3.06 version.
The utility migrates BMC Helix Digital Workplace data from a noncontainerized environment to a containerized
environment. It migrates all the existing database tables along with the system and business schema. However, the utility
does not migrate the Liquibase tables, such as DATABASECHANGELOG and DWP_BUS_DATABASECHANGELOG.
Perform the following actions to migrate data:
The export utility creates a ZIP file such as export.zip that includes the following files:
• XML file—contains the BMC Helix Digital Workplace business and system schema data.
• JSON file—contains theBMC Helix Digital Workplace social data.
The import utility reads the XML and JSON files and makes API calls to write relevant BMC Helix Digital Workplace record
definitions in BMC Helix Innovation Studio.
Before you begin

• Download the export zip utility and import zip utility files from BMC Electronic Product Distribution (EPD).
a. Log in to EPD .
You must log in with your BMC Support ID.
b. Select Product Downloads > Product Download Tool.
c. On the All Products tab, in the search box, search for the BMC Helix Digital Workplace Advanced
OnPrem product.
d. Click the 21.3.06 product version.
e. In the BMC Helix Digital Workplace Advanced OnPrem page, on the Product tab, select BMC Helix
Digital Workplace OnPrem Data Migration Tool Version 21.3.06, and click Download.
The DWP_21.3.06_Export_Import_Utility file is downloaded.
• Make sure that your system meets the following requirements:

Requirements Description
Hardware Minimum 8 CPU with 32 GB memory
Software • CentOS 7.6

• Java 1.8 or 11
If you do not have Java installed on your system, to install Java 11, by using the following command:
yum install java-11-openjdk-devel
To install Java 1.8, use the following command:
yum install java-1.8.0-openjdk-devel
Set the JAVA_HOME variable in your environment.

• Confirm that you have the following BMC Helix Digital Workplace database parameter details:
Database Parameters
Microsoft SQL Server • Database host name

• Database service port
• JDBC URL
• Database name
• Business schema user ID and password
• System schema user ID and password
Oracle • Database host name

• Database service port
• JDBC URL
• Service name or service ID
• Business schema user ID and password
• System schema user ID and password
• Make sure that you meet the following requirements:

• You have permissions to access the databases in the BMC Helix Digital Workplace source environment.
• Do not use the social and BMC Helix Digital Workplace application services during the data migration.
• BMC Helix Innovation Studio is up and running on the target environment.
• BMC Helix Digital Workplace 21.3.06 smart bundle is deployed on BMC Helix Innovation Studio.

To run the export utility
 Important
You must export data from a single master tenant and its subtenants. BMC Helix Innovation Suite is a single
tenant system and you cannot migrate data from multiple master BMC Helix Digital Workplace tenants to
BMC Helix Innovation Suite.
1. Log in to the virtual machine where you want to run the export utility.
2. In your virtual machine, create a directory to unzip the export utility file by using the following command:
mkdir <directory name>
For example:
mkdir export200203
3. Copy the export utility.zip file to the directory that you create.
4. Unzip the myit-data-transfer-20.02.03.000-BUILD-SNAPSHOT-zip-with-dependencies.zip file by using
unzip myit-data-transfer-20.02.03.000-BUILD-SNAPSHOT-zip-with-dependencies.zip
The following file structure is displayed:
To set up database connections

1. Navigate to the connection directory.
2. Depending on the database that you want to use, update the mssql.connection.properties or
oracle.connection.properties file with the database details.
To update mssql.connection.properties file, refer the following example:
#jdbc_url=
host=XXX-CVV-DDF22334.<domain>.com port=1433 business_db_name=DWP200203 business_user=DWP200203_Business
business_password= password system_db_name=DWP200203 system_user=DWP200203_System system_password= password

To update the oracle.connection.properties file, refer the following example:
#jdbc_url=
host=XXX-CVV-DDF22334.<domain>.com
port=1521
#service if preferable to use instead of sid
business_service_name=ORA12C.<domain>.com
#sid
business_user=DWP
business_password=password
system_service_name=ORA12C.<domain>.com
system_user=DWP_SYS
system_password=password
 Important
If you set the jdbc_url parameter, do not use the host, port, and service_name parameters.
Make sure that you comment the parameters that you do not want to use in the mssql.connection.properties
or
oracle.connection.properties file.
To export data
1. Modify the set_env.sh file.
a. Navigate to the scripts directory.
b. Edit the set_env.sh file, specify the parameter values based on the setup, and save the file.
Setup Description
Non managed service provider (MSP) Specify the parameter values to export data for the default
tenant.
The default tenant ID is 000000000000001.
Example:
java_home="/urs/local/jdk1.8.0_91"
readonly tenant_id=000000000000001
readonly db_type=MSSQL (Specify the value as ORACLE
for an Oracle database)
readonly db_connection_properties_file="../
connection/mssql.connection.properties"
(Specify the value as oracle.connection.properties
readonly output_file_path="export.zip"

Setup Description
MSP Specify the parameter values to export data for the default
tenant and all its subtenants.
Make sure that you specify the default tenant ID with percent
sign % in tenant_id field such as 000000000000001%
Example:
readonly tenant_id=000000000000001%
readonly output_file_path="export.zip"
Important: If you want to export data for all the MSP tenants,
use the non MSP setup method. Export data for the default
tenant first and then its subtenants.
Make sure that you update the output_file_path value for

each tenant, such as for tenant 000000000000001, specify
the output_file_path as 000000000000001_export.zip and for
tenant 000000000000001-1, specify the value as
000000000000001-1_export.zip

Setup Description
External user An external setup has a default tenant and external user
tenants.
You must export data for the default tenant first and then the
external tenants.
Default tenant example:

readonly output_file_path="000000000000001_export.zip
"
External tenant example:

readonly tenant_id=000000000000001-1
readonly
output_file_path="000000000000001-1_export.zip "
2. From the command prompt, run the following command:
./run_pre_export.sh
This command helps you estimate the data export time and provides the following information:
• Number of records and total size of attachments in the ATTACHMENT and SOCIAL_ATTACHMENT tables
• List of first 20 attachments greater than 5 MB from each table
• Option to skip exporting the attachments greater than 5 MB.
• Calculation of heap size required for data transfer.
You need the heap size to set the java_opts parameter in the set_env.sh file.
3. Start the data export by using the following command:
./run_export.sh

You can observe the logs in the console. After completion of data export, the log directory and new export.zip file
are available in the scripts directory.
4. Perform delta data export.
 Important
While performing the delta data export, make sure that you follow the same data export approach
that you followed during the full data export.
For example, if you performed the MSP data export for all the tenants at a time during full data export,
perform an MSP data export for all the tenants at a time during delta data export.
a. Navigate to the scripts directory.

b. Edit the set_env.sh file, specify the parameter values, and save the file.
 Important
Specify the since_date parameter value in the yyyy-MM-dd'T'HH:mm:ssZ format.
The since_date parameter specifies the date and time from which you want to start data
export.
Example:
readonly db_type=MSSQL (Specify the value as ORACLE for an Oracle database)
readonly db_connection_properties_file="../connection/mssql.connection.properties"
(Specify the value as oracle.connection.properties for an Oracle database)
readonly output_file_path="export_delta.zip"
(You can provide new name to export file to avoid confusion with main/previously exported file)
#Date in the ISO 8601 format yyyy-MM-ddTHH:mm:ssZ since which entities will be exported or
imported.
If not specified all entities will be loaded
readonly since_date=2021-08-19T06:00:04Z
c. Start the data export by using the following command:
./run_export.sh
To run the import utility

1. Log in to the virtual machine where you want to run the import utility; use the same virtual machine where
you run the export utility.
2. Create a directory to unzip import utility file by using the following command:
mkdir <directory name>
For example:
mkdir import210502
3. Copy the import utility.zip to the directory that you create.

4. Unzip the myit-data-transfer-21.05.01.000-BUILD-SNAPSHOT-zip-with-dependencies.zip file by using

unzip myit-data-transfer-21.05.01.000-BUILD-SNAPSHOT-zip-with-dependencies.zip
To import data
1. Navigate to the scripts directory.
2. Copy the export.zip file to the scripts directory.
3. Edit the bash_profile file by using the following command:
vim .bash_profile
4. Update the following environment variables in the bash_profile file:
export INNOVATION_SUITE_ROOT_URL==<Innovation Studio URL>

export IS_USER=<Innovation Studio Administrator Username>
export IS_PASSWORD==<Innovation Studio Administrator User Password >
export SERVER_RPC_PORT=46262
export SERVER_HOST==<External IP of platform-user-0 pod>
export IMPORT_FILE_PATH=<Export file name path along with zip file name>
5. Save the file by using the following command:
source ~/.bash_profile
6. Start the data import by using the following command:
./ run_import.sh
You can observe the logs in the console. After completion of data import, you might need to restart the BMC Helix
Digital Workplace Tomcat pod to view that the imported data.
7. (Optional) Import a subtenant data or external user tenant data.
a. Update the IMPORT_FILE_PATH variable with the file name that contains the tenant exported data by
using the following command:
export IMPORT_FILE_PATH=<file name>
For example, for an external user tenant with file name 000000000000001-1_export.zip, run the following
command:
export IMPORT_FILE_PATH=000000000000001-1_export.zip
b. Start the data import by using the following command:
./ run_import.sh
 Important
After you perform a delta data migration, make sure that you restart the BMC Helix Digital Workplace
Tomcat pod.

Troubleshooting
Refer to the troubleshooting information if you encounter issues during BMC Helix Digital Workplace data migration:
Issue Resolution
Data export fails • Check the log files generated by the utility to find the errors.
• Check the connectivity between the virtual machine where
the utility is running and BMC Helix Innovation Studio.
• Verify that you configured the following variable
values correctly as per the target environment:
• INNOVATION_SUITE_ROOT_URL
• IS_USER
• IS_PASSWORD
• SERVER_RPC_PORT
• IMPORT_FILE_PATH
Data import fails Start the data import again by using the failed_records.zip as an
input to the import utility.
Records that failed to import data are stored in failed_records.zip
file.
Data import of a subtenant fails Verify that the subtenant company is available in BMC Helix ITSM.

Upgrading Smart Reporting

Upgrade BMC Helix ITSM: Smart Reporting from a noncontainerized environment
Related topics
to a containerized environment.
Important Performing the installation


When you upgrade Smart Reporting from a noncontainerized Migrating data for Smart
environment to a containerized environment, Smart Reporting is Reporting
upgraded to 21.05.03 Hotfix 9 version. in BMC Helix Data Manager
documentation.

Supported versions and databases

The following table lists the supported product versions and databases from which you can upgrade Smart Reporting to a
containerized environment:
Smart Reporting Smart Reporting target Source database Target database

source version version
18.08 to 20.02 21.05.03 Hotfix 9 Microsoft SQL Microsoft SQL
Oracle Oracle
 Important
Use the staged upgrade process to upgrade Smart Reporting in the following
scenarios:
The source database is Microsoft SQL, and the target database is Oracle.
The target database is a PostgreSQL database.
Upgrade process
The following image shows the process to upgrade Smart Reporting:
Before you begin

Make sure that you upgraded BMC Helix IT Service Management by using the Staged upgrade process.
For information about the Staged upgrade process, see Staged upgrade process.
To export Oracle database dumps

1. Log in to the source database server.
2. Run the following command to export database dumps to the target database:
expdp $<ADMIN USER>/$<ADMIN_PASS> DIRECTORY=$<DUMP_DIRECTORY_PATH> DUMPFILE=$<DUMP_FILE_NAME>

schemas=$<DATABASE_SCHEMA> LOGFILE=$<LOG_FILE_NAME>

ADMIN USER Database administrator user.
ADMIN_PASS Database administrator password.
DUMP_DIRECTORY_PATH Database dump location.
DUMP_FILE_NAME Database dump file name.
DATABASE_SCHEMA Database schema name.
LOG_FILE_NAME Database log file name.
To export Microsoft SQL database dumps

You can export database dumps to the target database by using the user interface or the command line interface.
Export by user interface

1. Log in to the Microsoft SQL Server Management Studio as an administrator user.
2. Expand Databases.
3. Right click on your Smart Reporting database.
4. Select Tasks > Back up.
5. On the Back Up Database window, verify your database details.
6. Click OK.
Export by command line interface

1. Log in to the source database server.
sqlcmd.exe -S $<DATABASE_SERVER> -U $<ADMIN USER> -P $<ADMIN_PASS>

-Q "BACKUP DATABASE SmartReporting TO DISK = N\'$<BACKUP_FILENAME_WITH_PATH> \'"

DATABASE_SERVER Database server name.
ADMIN USER Database administrator user.
ADMIN_PASS Database administrator password.
BACKUP_FILENAME_WITH_PATH Database back up file location with file name.
To restore Oracle database dumps

1. Download the following files:
• Innovation_Suite_schema_tablespace_creation.sql—This file creates users, database schemas, and table
spaces required for setting up the database configurations.
• Data_Population_Script_for_Innovation_Suite—This file imports the database dumps.
In this file, update the parameters with appropriate values.
2. Log in to your target database server by using the Oracle user credentials.
3. In the target database, copy the Data_Population_Script_for_Innovation_Suite and
Innovation_Suite_schema_tablespace_creation.sql files to a required location.
4. Navigate to the required path such as /data1/DB_DUMP/ or C:\data1\DB_DUMP.
5. Change your directory to the directory path where you copied the Data_Population_Script_for_Innovation_Suite
and Innovation_Suite_schema_tablespace_creation.sql files.
6. Run the Innovation_Suite_schema_tablespace_creation.sql file by using the following command:
sqlplus system/<Password> @Innovation_Suite_schema_tablespace_creation.sql
7. Run the Data_Population_Script_for_Innovation_Suite file.

• On Windows, perform the following steps:
i. In the database server, rename the Data_Population_Script_for_Innovation_Suite file to
Data_Population_Script_for_Innovation_Suite.bat
ii. Start command prompt, navigate to the directory that contains the
Data_Population_Script_for_Innovation_Suite.bat file, and run the file by using the
following command:
cmd Data_Population_Script_for_Innovation_Suite.bat
• On Linux, in the database server, run the file as an Oracle user by using the following command:
sh Data_Population_Script_for_Innovation_Suite

To import Microsoft SQL database dumps

1. Download the following files:
• Drop_Innovation_Suite_database_and_users.sql—This file cleans an existing Smart Reporting
target database and the ReportAdmin user.
• Innovation_Suite_schema_creation.sql—This file imports the database dumps.
In this file, update the RESTORE DATABASE [SmartReporting] commands with the paths where you have the
database dump files.
For example, if you have database dump file located at C:\BACKUP\ location, update the RESTORE
DATABASE [ARSystem] command as follows:
RESTORE DATABASE [SmartReporting] FROM DISK = N'<Path of Smart Reporting database dump file>.Bak' WITH
FILE = 1,
MOVE N'SmartReporting' TO N'<MS SQL Data folder path>\SmartReporting.mdf',
MOVE N'SmartReporting_log' TO N'<MS SQL Log folder path>\SmartReporting_log.ldf', NOUNLOAD, STATS = 5
2. In the target database server, copy the Drop_Innovation_Suite_database_and_users.sql, and

Innovation_Suite_schema_creation.sql files to the required location. Example: C:\BACKUP\.
3. (Optional) To clean up an existing Smart Reporting target database and the ReportAdmin user, run the
Drop_Innovation_Suite_database_and_users.sql file by using the following command:
sqlcmd -i Drop_Innovation_Suite_database_and_users.sql
4. Run the Innovation_Suite_schema_creation.sql file by using the following command:
sqlcmd -i Innovation_Suite_schema_creation.sql
To upgrade Smart Reporting

1. Log in to your Jenkins server by using the following URL:
GIT_USER_HOME_DIR Git user home directory. /home/git
SMARTREPORTING_PL Git repository for the Smart ssh://<Jenkins server host name> /home/
AYBOOKS_REPO Reporting application pipeline. git/Git_Repo/
SMARTREPORTING_PLAYBOOKS_REPO/
smartreporting-deploy-playbooks.git

SMARTREPORTING_H Repository URL to check out Helm ssh://<Jenkins server host name> /home/
ELM_REPO charts for Smart Reporting git/GIT_REPO/
application. SMARTREPORTING_HELM_REPO/
smartreporting-containerization-certified.git
SOURCE_VERSION Specify 2021306.1.00.00 for the source version of the

Helm repositories.
SMARTREPORTING_SOURCE_VERSION Specify 210503.1.05.00 for the Smart Reporting

application version of the Helm repositories.
DEPLOYMENT_MODE Specify the value as UPDATE.
specify the following parameters:

5. In the PRODUCT-DEPLOY section,
HELIX_GENERATE_CONFIG Select this check box.
HELIX_SMARTREPORTING_DEPLOY Select this check box to upgrade BMC Helix ITSM:

Smart Reporting.
 Important
Make sure that you do not select the HELIX_CONFIGURE_ITSM,
HELIX_POST_DEPLOY_CONFIG, HELIX_DR, and SCALE_DOWN check boxes.
6. Click Rebuild.
The HELIX_ONPREM_DEPLOYMENT pipeline updates the Smart Reporting application.

To perform post-upgrade configurations

1. Update the Action Request System server host and port values.
a. Log in to your target database.
b. Run the following commands:
Update SmartReportingConfig set value='<Target AR Server Host>' where key_name = 'onboarding.arserver';

Update SmartReportingConfig set value= '<Target AR Server Port>' where key_name =
'onboarding.arserverport'
After you run these commands, the Action Request System server host and port values are displayed on the
Smart Reporting Admin Console UI.
2. Add the Smart Reporting Centralized Configuration Server (CCS) parameters in the AR System
Configuration Generic UI form.
a. Log in to the Remedy AR System Administration Console.
b. Select System > General > Centralized Configuration.
c. In the AR System Configuration Generic UI form, from the Component Name list, select the
arsystem.bmc.arsys.midtier component.
d. Add the arsystem.radminuser, arsystem.radminpass, arsystem.reportingURL, arsystem.rtenantid
parameters and their values.
e. Click Apply.
f. Click Close.
3. Update the entries in the SmartReportingServer_Info form.

a. Log in to the AR System server as the AR System administrator.
b. Open the SmartReportingServer_Info form.
c. In the SmartReportingServer_Info form, add the values for the Reporting Server Host, Reporting
Server Port, Reporting Server Admin Name, Reporting Server Admin Password, Reporting Server
OrgName parameters.

4. Update the Reporting Settings in the Mid Tier Configuration Tool.

a. Log in to Mid Tier Configuration Tool.
b. Navigate to Reporting Settings.
c. Add the values for the Reporting URL, Admin User, Admin Password, and Customer Name parameters.
d. Select the Validate Smart Reporting information check box.
e. Click Save Changes.
The following image shows a completed example:
5. Verify that the Smart Reporting parameters are displayed on the AR System Configuration Generic UI form.
a. Log in to the Remedy AR System Administration Console.
b. Select System > General > Centralized Configuration.
c. In the AR System Configuration Generic UI form, from the Component Name list, select the
com.bmc.arsys.server.shared component.

d. Verify that the Smart Reporting parameters are

displayed. The following image shows an example:
6. Test the data source connection.

a. Log in to Mid Tier.
b. From the Applications menu, select Smart Reporting > Smart Reporting Console.
c. In the Smart Reporting console, in the left panel, select Administration > Admin Console.
d. Open the Data Sources panel.
e. Click the connection.
f. Expand Connection Settings and click Test
Connection. The following image shows an example:
To access Smart Reporting

1. Verify the Smart Reporting pod is running.
a. Log in to the Jenkins server.
b. Run the following command:

2. Verify that the you can access the Smart Reporting application by using the following URL:
https://<smartreporting ingress name>
Use the siadmin user credentials to login.

Troubleshooting
Use this section for troubleshooting installation issues.
Action Reference
Download logs by using the Assistant tool to analyze and Viewing and collecting logs by using the Support
debug issues. Assistant tool
View and collect the critical logs to analyze and debug Viewing and collecting critical logs by using the Kibana
issues. dashboard
Troubleshoot issues encountered during the execution of Troubleshooting deployment pipeline failure issues
Jenkins pipelines for installation.
Troubleshoot errors encountered during the installation of Troubleshooting the installation errors
BMC Helix Innovation Suite and service management
applications.
Viewing and collecting logs by using the Support Assistant tool

BMC provides the Support Assistant tool to view and collect BMC Helix Innovation Suite platform and service
management application logs. Administrators can use the logs to analyze and debug issues. Use the Assistant tool to
download and view the following logs:
• Trace logs
• Thread dump and stack logs
• API logs
Before you begin

• Make sure that you register Domain Name System (DNS) for your cluster to access the Support Assistant tool.
• Make sure that you install the Assistant tool.
Accessing the Support Assistant tool

Use the following URL to access the Support Assistant tool:
<CUSTOMER_SERVICE>-<ENVIRONMENT>-supportassisttool.<domain name>
For example, itsm-poc-supportassisttool.dsmlab.bmc.com
The default local user credentials are as follows:
• User name—admin

• Password—satAdmin1#
 Important
When you login for the first time, the change password field is displayed in the login dialog box. Change
the password by performing the following steps:
On the login dialog box, complete the user name, password, and change password fields.
Click Change and Login.
You can also log in to the Assistant tool by using an Action Request System user credentials. To access the Assistant tool,
you must add the Action Request System user for authentication. Learn about how to configure AR authentication at
Configuring AR authentication .
To download a log file

1. Log in to the Support Assistant tool.
2. To download all log files in the BMC Helix Innovation Suite namespace, on the Namespace tab, click
the namespace name.
3. In the pane, a list of pods running in the namespace are displayed, select the pod for which you want to
download logs.

4. To download logs from a specific directory, on the Directories tab, click the download icon corresponding to
the directory name.
5. To download logs in all the directories, click Download all logs.
6. To download the thread dump logs, perform the following steps:

a. On the Containers tab, click the container for which you want to download logs.
 Important
In the Containers tab, options for downloading the logs do not work as the Support Assistant
tool runs as a sidecar container.
b. In the Download thread dump column, click the download icon corresponding to the container process.
Related topic
Troubleshooting deployment pipeline failure issues
Viewing and collecting critical logs by using the Kibana dashboard

BMC supports the Kibana dashboard to view and collect the critical logs after you deploy BMC Helix IT Service
Management.

Before you begin

Make sure that you have deployed the BMC Helix IT Service Management and Elasticsearch-Fluentbit-Kibana (EFK). For
more information, see the topic Installing.
To set up the Kibana dashboard
1. On the BMC Deployment Engine, run the following command:
kubectl get svc -n <BMC Helix Platform namespace>
For example:
kubectl get svc -n bmc-helix-platform
2. In the command output, find the Kibana service EXTERNAL-IP and PORT
values. For example:
NAME TYPE CLUSTER-IP EXTERNAL-IP PORT(S)

elasticsearch-logging-kibana ClusterIP 10.43.171.166 172.20.93.195 5601/TCP
3. Access Kibana by using an URL with the following format:

https://<EXTERNAL-IP>:<PORT>
Use the credentials that you provided for Kibana in the secrets.txt file while installing BMC Helix Platform services.
The Kibana home page appears on the screen.
4. Click Explore on my own.

5. In the Visualize and Explore Data section, select Discover.

6. On the Create index panel, type helix-* to display a list of index patterns and click Next step.
For example, if your namespace is ade-poc, enter ade-poc* in the panel.
7. (Optional) On the Configure settings panel, in the Time Filter field name, select @timestamp.
8. Click Create index pattern.
The index pattern is created successfully.
To view the logs
After you create the index pattern, navigate to the Discover tab by clicking the icon. You can see the critical logs
listed in the Discover tab.

Expand each log file to view the details of the logs.
The following fields are present in each log file:
Field Description
logtype Name of the log file
kubernetes.namespace.name Namespace of the Kubernetes cluster
cluster Kubernetes cluster
The following video demonstrates the process of setting up the Kibana dashboard and to view the logs:
Sorry, the video is not supported in this export. But you can reach it using the following URL:
Movie URL not available.

List of critical logs

The following table lists the components and their respective critical logs that can be accessed by using Kibana:
Container Log
AR System • arerror.log
• ardebug.log
• arexception.log
• armonitor.log
• cmdb_eng_debug_log.log
• cmdb_services.log email.log
• atriumPluginSvr.log
• arjavaplugin.log
• nePluginServer.log
• arprobe.log
• syntheticMonitoring.log
Mid Tier Server • catalina.out

• armidtier0.log
Smart IT smartit.log
Virtual Chat • catalina.out

• localhost.<DATE>.log
Atrium Web Services catalina.out
Foundation data sync plugin arjavaplugin.log
Openfire Chat error.log
Pluginservice arjavaplugin.log
Virtual Chat plugin arjavaplugin.log

Container Log
Smart Reporting sr.*.log , catalina.out , email.log , jdbc.log , smartreporting.log
Smart Reporting sr-error*.log
TSOM plugin arjavaplugin.log

The HELIX_ONPREM_DEPLOYMENT deployment pipeline that you use to perform
Related topics
BMC Helix IT Service Management installation consists of the various pipelines, such
as HELIX_PLATFORM_DEPLOY, HELIX_NONPLATFORM_DEPLOY,
and HELIX_SMARTAPPS_DEPLOY. During installation, if any of these pipeline fails, you
can troubleshoot the pipeline failure issue, and rebuild the pipeline. Viewing and collecting logs
by using the Support
Assistant tool
Troubleshooting the
installation errors
To troubleshoot failure due to incorrect parameter values

If a pipeline fails due to incorrect parameter values, perform the following steps:
1. On the Jenkins UI, navigate to the pipeline where failure occurred.

2. In the pipeline where the failure occurred, in the Build History pane, select the latest build, and click
Console Output.
3. On the Console Output page, check the logs to find the reason for the failure.
4. Navigate to the HELIX_ONPREM_DEPLOYMENT pipeline.
5. From the Build History pane, select the latest job, and click Rebuild.
6. Specify the correct parameter values.
For example, if the HELIX_PLATFORM_DEPLOY pipeline fails due to incorrect FTS_ELASTICSEARCH_PORT value,
specify the correct FTS_ELASTICSEARCH_PORT value.
7. Select the HELIX_GENERATE_CONFIG pipeline.
Make sure that you do not select any other
pipeline.
8. Click Rebuild.
9. Rerun the failed pipeline.
a. Navigate to the pipeline where the failure occurred.

b. In the failed pipeline, in the Build History pane, select the latest build, and click Rebuild.
c. On the Rebuild page, select the ReRun check box , and click Rebuild.
The pipeline starts running from the instance where it stopped due to the failure.
To troubleshoot failure due to environment issues

If a pipeline fails due to environment issues such as Kubernetes cluster not reachable, PVC not mounted successfully, and
insufficient resources to start a container, perform the following steps:
1. In your Jenkins server, run the following command to identify the issue:
kubectl get events -n <Innovation Suite namespace>
2. Debug and fix the issue.

3. Rerun the failed pipeline.
a. On the Jenkins UI, navigate to the pipeline where the failure occurred.
b. In the failed pipeline, in the Build History pane, select the latest build, and click Rebuild.
c. On the Rebuild page, select the ReRun check box , and click Rebuild.
The pipeline starts running from the instance where it stopped due to the failure.
Troubleshooting the installation errors

This section describes errors that you might encounter while setting up the Deployment Engine or performing the BMC
Helix IT Service Management installation.
Troubleshooting the installation errors
Error Troubleshooting steps
When the deployment of BMC Helix Innovation Suite is not completed within Apply the AR Server license and
three days, the deployment of BMC Helix Innovation Suitefails and you encounter restart the deployment. For
the following error: information about applying the
license to your AR System server,
!Error: Failed to give Helix Platform application license see Obtaining license keys.
Details: {"helixPlatformNamedLicenses" : "100"} [\
{"messageType":"ERROR","messageNumber":-1, "messageText":"Server is
not licensed.", "appendedText":null}]
FAILED. Exiting due to errors !!!

You encounter the following error on the Helix_Generate_Config pipeline console 1. Verify that you have
output: uploaded the correct
kubeconfig file from your
error: You must be logged in to the server (Unauthorized) Kubernetes cluster to
your Jenkins sever.
2. Rebuild the
Helix_Generate_Config
pipeline.
You encounter the following error when a pipeline fails during an upgrade or Rebuild the failed pipeline.
update of BMC Helix IT Service Management:

You encounter the following Git repository permission error during execution of a 1. Verify the permissions
pipeline: and ownership of the Git
repository from where the
stderr: fatal: '/home/git/gitrepo/ITSM_REPO/itsm-on-premise- pipeline is configured.
installer.git'
does not appear to be a git repository fatal: Could not read from 2. To grant the correct
remote permissions, in your Git
repository. Please make sure you have the correct access rights server, perform the following
and the repository exists. commands:
chmod –R 755 [git repo]

chown –R git:git [git
Repo]

You encounter the following error about dwp-tomcat pod not started properly: 1. Verify that the
in
dwp-tomcat BAKEDUSER_HANNAH_ADM
pod logs: IN_PASSWORD parameter in
Caused your environment file is
by: com.bmc.bsm.myit.bundle.BundleDataAccessException:
com.bmc.bsm.myit.bundle.BundleDataAccessException: blank.
com.bmc.bsm.myit.service.exceptions.ServiceException: Use the following command:
Incomplete innovation system credentials found
kubectl describe pod

<dwp-tomcat pod> -n
<namespace>
Example command output is

as follows:
tomcat:
env:
DWP_LOG_LEVEL: ERROR
DWP_SESSION_TIMEOUT_MIN
: "30"
INNOVATION_SUITE_ROOT_U
RL: http://platform-
user-ext:8008
IS_PASSWORD: ""
IS_USER: hannah_admin
2. Rerun the
HELIX_ONPREM_DEPLOYME
NT pipeline only with the
GENERATE_CONFIG pipeline.
Make sure that you provide
all the inputs for all the
parameters.
3. Rerun the
HELIX_SMARTAPPPS_DEPLO
Y pipeline.

You encounter the following pipeline not started error: 1. Verify that the value of the
AGENT parameter is correct
No Pipeline execution is started. It is in the
stuck. HELIX_ONPREM_DEPLOYME
[Pipeline] node NT pipeline.
Still waiting to schedule task
There are no nodes with the label 2. In Jenkins, in the nodes
‘<label>’ section that is <jenkins url>/
computer URL, verify that
the value that you specify
for the present as a node.
You encounter the following Git checkout error: Verify that the values of
VERSION and
[Pipeline] // stage PLAYBOOKS_REPO_VERSION
[Pipeline] echo parameters in the
ERROR: Failed to Checkout Devops
Repos HELIX_ONPREM_DEPLOYMENT
[Pipeline] } pipeline are correct.
[Pipeline] // stage
[Pipeline] echo
Learn about the parameter
Exception occured : hudson.AbortException:
Couldn't find any revision to build. Verify the repository and branch values at Performing the
configuration for this job. installation.
You encounter the following error about missing pipeline: Verify that the missing pipeline is
present in Jenkins.
[Pipeline] build
Learn about the adding the
[Pipeline] }
deployment pipelines at Setting
[Pipeline] // stage up BMC Deployment Engine.
[Pipeline] echo
Exception occured : hudson.AbortException:

No item named HELIX_SMARTREPORTING_DEPLOY found

You encounter the following error about incorrect Helm: Verify the HELM_BINARY value in
the
item: helm3 template --namespace=remedy-poc /jenkinsnfs/HELM_CHARTS/ HELIX_ONPREM_DEPLOYMENT
remedy-poc/210200.0.10.01/helm/atriumwebsvc -f pipeline is correct.
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/
helm/atriumwebsvc/values.yaml -f
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/ The PLATFORM_DEPLOY pipeline
values-files/atriumwebsvc-_base-values.yaml -f fails if you specify an incorrect
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/helm/devops.yaml -f HELM_BINARY value or a binary
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/helm/atriumwebsvc/
ephemeral.yaml that is not present on the Jenkins
> /jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/yaml-files/ node.
atriumwebsvc-atriumwebsvc.yaml
msg: non-zero return code
rc: 127
start: '2021-05-24
10:10:48.666030'
stderr: '/bin/sh:
helm3: command not found'
stderr_lines:
<omitted>
stdout: ''
stdout_lines:
<omitted>
You encounter an error related to pipeline cannot find required database Make sure that you specify the
password. An example error is as follows: correct database password.
Error while deploying pod ar-db-setup-76wwj
InterruptedException: java.lang.InterruptedException: Error

while deploying pod ar-db-setup-76wwj
Command [ kubectl get pod ar-db-setup-76wwj

-o=jsonpath='{.spec.containers[*].name}' --namespace=pe-iur | awk
'{print $1}' ]
Command [ kubectl logs ar-db-setup-76wwj -c ar-db-setup --

namespace=pe-iur ]
Pod : [ar-db-setup-76wwj] Container : [ar-db-setup]
DATABASE_USER is set.
!ERROR: Required environment variable "DATABASE_USER_PASSWORD" is

not set !!!

You encounter errors related to BMC Helix Single Sign-On installation failure or For more information about the
BMC Helix Single Sign-On URL is inaccessible. error, in your Jenkins node, run
the following command, and
debug the issue.
tail -f logs/
deployment.log

You encounter errors related to nothing to commit. An example error is as follows: While rebuilding the
#On branch master pipeline, verify the following
points:
nothing to commit, working directory clean.
• If there are any changes to
[Pipeline] } the deployment input
configuration file or
[Pipeline] // withCredentials cacerts file, make sure that
you update the file and
[Pipeline] } upload the updated file.
For example, if there
[Pipeline] // stage changes to the cacerts file,
upload updated cacerts file
[Pipeline] echo in the CACERTS_FILE
parameters in the
Exception occurred : hudson.AbortException: script returned exit code CUSTOMER-INFO
1 section.
• If there are no changes to
configuration file and cacerts
file, perform the following
steps:
a. In the CUSTOMER-
INFO section, verify
that you do not
upload any file in
the
INPUT_CONFIG_FILE
and CACERTS_FILE
parameters.
b. In the
INPUT_CONFIG_MET
HOD parameter,
select the
Generate_Input_File
option.
c. In the PRODUCT-
DEPLOY section, do
not select
the
HELIX_GENERATE_CO
NFIG check box.
Learn about the parameters at
Performing the installation.

You encounter an error on the HELIX_PLATFORM_DEPLOY pipeline console Before you rebuild
output when you rebuild the pipeline by using the Rerun option. An example the HELIX_PLATFORM_DEPLOY
error is as follows: pipeline, verify the following
points on the pipeline console
Failed to create PostgreSQL user: aradmin output page:
ERROR: role "aradmin" already exists • The Platform-DBRestore and

SmartReporting-DBRestore
!ERROR: Failed to create PostgreSQL user: aradmin stages in the pipeline run
are successful.
• If the Platform-DBRestore
and SmartReporting-
DBRestore stages are not
successful, perform the
following steps:
a. Delete the
AR_DB_NAME,
AR_DB_USER,
SMARTREPORTING_
DB_NAME, and
SMARTREPORTING_
DB_USER parameter
values in the
PostgreSQL database.
b. Rebuild
HELIX_PLATFORM_D
EPLOY pipeline
by using the
Rerun option.
Learn about
rebuilding a pipeline
by using the Rerun
option at
Troubleshooting
deployment pipeline
failure issues.
The following image
shows an example of
the pipeline failure at
the SmartReporting-
DBRestore stage:

You encounter the following error on the HELIX_CONFIGURE_ITSM pipeline 1. On the BMC Deployment
console output: Engine which is your Jenkins
server, run the following
TASK [update_password: Get entry from user form] command:
***********************
Tuesday 07 December 2021 04:44:10 +0000 (0:00:00.044) 0:00:02.864 yum install python2-
**** jmespath.noarch
ok: [localhost]
TASK [update_password: Just the names from user form] 2. Rebuild the
****************** HELIX_CONFIGURE_ITSM
Tuesday 07 December 2021 04:44:11 +0000 (0:00:00.802) 0:00:03.666
****
pipeline.
fatal: [localhost]: FAILED! =>
msg: You need to install "jmespath" prior to running json_query
filter

If a pipeline fails and you encounter an error related to passing the arguments. 1. On the BMC Deployment
Engine which is your Jenkins
For example: server, verify if the pod is
created.
TASK [ar_schema_correction : debug] 2. If the pod is not created, in
********************************************
Wednesday 23 March 2022 09:23:58 -0400 (0:00:01.889) 0:00:27.033 the job such as ar-schema-
******* correction, run the
ok: [localhost] => following command to
msg: ar-schema-correction job container name is "" check errors:
TASK [ar_schema_correction : Wait for a ar-schema-correction
container to be up] ***
Wednesday 23 March 2022 09:23:58 -0400 (0:00:00.075) 0:00:27.108 kubectl describe job
******* <job name> -n
fatal: [localhost]: FAILED! => changed=true <namespace>
cmd: java -jar podChecker.jar 1 1 -j -t 300 coi-itsm
delta: '0:00:00.117954'
end: '2022-03-23 09:23:59.108657' For example:
msg: non-zero return code
rc: 1 kubectl describe job
start: '2022-03-23 09:23:58.990703' ar-schema-correction -n
stderr: '' <namespace>
stderr_lines: <omitted>
stdout: |-
Error while passing the arugments. 3. If the job displays an error
Usage: podChecker.jar <podName> <currentPodCount> <desiredPodCount> related to resources such
<options -d|-u|-j> -t <timeout in mins> <namespace> as the following error, the
stdout_lines: <omitted>
namespace has resources
issues.
Warning FailedCreate
5m21s (x193 over 19h)
job-controller
(combined from similar
events): Error
creating: pods "ar-
schema-correction-
hcz8p" is forbidden:
exceeded quota: default-
7tl96, requested:
requests.cpu=1, used:
requests.cpu=65850m,
limited:
requests.cpu=66
4. Increase the appropriate

resources in the
namespace and rerun the
pipeline that failed.
Related topics

Viewing and collecting logs by using the Support Assistant tool
Troubleshooting EFK logging issues

Consult this topic for information about troubleshooting the EFK logging issues.
The Kibana URL is not accessible

This issue occurs because no external IP is assigned to Kibana, and Kibana cannot be accessed from outside the cluster in
the same network. Perform the following steps:
• Verify that all pods and services are running.

• Verify that an external IP is assigned to the Kibana service. Use the following command:
kubectl get svc -n bmc-helix-pltaform
• If no external IP is assigned, use the following command with any master-node IP:
kubectl patch service elasticsearch-logging-kibana -n ade-logging -p '{"spec":{"externalIPs":["'10.129.1

11.192'"]}}'
The Kibana pod is in CrashLoopBackOff

This issue might occur if the network settings of multiple hosts are different. Perform the following steps to specify the
host of the back-end server:
1. Edit the Kibana config map and set the following value:
"kubectl edit cm -n ade-logging elasticsearch-logging-kibana-conf"

server.host: "0.0.0.0"
2. Delete the Kibana pod by using the following command:
kubectl delete pod <<podname>> -n <<namespace>>
Elasticsearch pod crashes

The Elasticsearch pod crashes with the following error in the pod logs:
ElasticsearchException[failed to bind service]; nested: AccessDeniedException[/usr/share/elasticsearch/

data/nodes];
Likely root cause: java.nio.file.AccessDeniedException: /usr/share/elasticsearch/data/nodes

Workaround
In the opendistro-es/templates/elasticsearch/es-data-sts.yaml and opendistro-es/templates/elasticsearch/es-master-
sts.yaml files, add the following lines in the sts configuration:
fsGroup: 1000
runAsUser: 1000
After adding the lines, the sts configuration appears as shown below:
name: config subPath: logging.yml

dnsPolicy: ClusterFirst imagePullSecrets:
name: bmc-dtrhub restartPolicy: Always
schedulerName: default-scheduler securityContext:
fsGroup: 1000
runAsUser: 1000 serviceAccount: default serviceAccountName: default
terminationGracePeriodSeconds: 30 volumes:
Additional troubleshooting issues

Consult this topic for information about additional troubleshooting issues.
The deployment manager aborts due to network drop

Perform the following steps:
$helm ls --all -n <namespace> | grep pending-install

helm delete <each of the service in previous step> -n <namespace>
2. Re-run the installer ./deployment-manager.sh
The deployment for a service fails


$helm ls --all -n <namespace> | grep -I fail
2. Create a zip of the log files and share the logs folder with BMC Support team.
The installer exits

The installer exits because some service or job has taken more time to pull the image or Job ActiveDeadlineSeconds has
exceeded.
Rerun the installer.
$./deployment-manager.sh
Kafka scripts fail with exception

If kafka scripts fail with below exception, run "export JMX_PORT=5560" to use different port to mitigate the issue.
$ kafka-topics.sh --list --zookeeper kafka-zookeeper:2181"

Defaulting container name to kafka.
Use 'kubectl describe pod/kafka-2 -n dark-helmet' to see all of the containers in this pod.
Error: Exception thrown by the agent : java.rmi.server.ExportException: Port already in use: 5555; nested
exception is:
java.net.BindException: Address already in use (Bind failed)
The selections in the drop-down list in the configurations screens of monitor are not displayed
Run the following SQL script to update the Cassandra database:
./commons/run_cql_query.sh
The tenant entry is not added for intelligent integration DB (tdc_integration)

Run the following SQL script to update the Postgres database ONLY if the tenant entry is not added for intelligent
integration DB (tdc_integration).
./commons/run_sql_query.sh

rsso-prod-dbinit pod is seen in Error state and the installation aborts
~]# helm delete rsso -n <namespace>
Workaround: Delete the postgres pods, wait for postgres pod to come into running state.
Support information
This topic contains information about how to contact BMC Support, and the support status for this and other releases.
Contacting BMC Support

If you have problems with or questions about a BMC product, or for the latest support policies, go to Support Central .
You can search the Knowledge Base for help with an issue or download products and maintenance.
If you do not have access to the web and you are in the United States or Canada, contact BMC Support at 800 537 1813.
Outside the United States or Canada, select your country at Contact BMC to view local Support Contacts.
Support status
As stated in the current BMC Product Support Policy , BMC provides technical support for a product based on time
rather than number of releases. For subscription-based product support, see the
BMC Software Subscription Services Support policy . To view the support status for this solution, see the following
support pages:
• BMC Remedy IT Service Management Suite Support page
• BMC Remedy AR System Server Support page
• BMC Atrium CMDB Support page
• BMC Helix Platform Product Support page
AMIGO Program
The BMC Assisted MIGration Offering (AMIGO) program is designed to assist customers with the planning of product
upgrades to a newer version (“Success through proper planning"). This program is offered to BMC customers currently
subscribed to BMC Customer Support.
BMC will provide collateral containing upgrade best practices compiled by experts in BMC Support and R&D. You can
leverage this information to create your upgrade plan. Upgrade experts in BMC Customer Support will review your plan
and offer advice to help ensure your success.
To learn more about the AMIGO program, visit the AMIGO Program Overview on the Support page.

FAQ
Here are some answers to the most frequently asked questions about BMC Helix IT Service Management containers.
Frequently asked questions about licenses, assistance, and subscription

This section provides answers to frequently asked questions about BMC Helix IT Service Management licenses,
installation assistance, and education subscription.
How do I get a licence for the BMC Helix IT Service Management product?
You can obtain the license from the BMC Support Central site.
For information about how to obtain a license, see Obtaining license keys.
How do I get installation and migration assistance?
BMC Customer Success offers multiple Success Subscriptions to assist you.
See Success Subscriptions .
Does BMC offer any education subscriptions?
Yes. See BMC Education Subscription Services .
Frequently asked questions about sizing and system requirements

This section provides answers to frequently asked questions about sizing and system requirements to install BMC Helix IT
Service Management.
Sizing requirements
I am unsure about the sizing of the BMC Helix IT Service Management on-premises platform. How do I get advice?
See Sizing and scalability considerations.
Software requirements
Do I need separate servers for installing Git, Ansible and Jenkins?
No. You don't need separate servers for installing Git, Ansible, and Jenkins. You can install and set them up on a single
server.
See Setting up BMC Deployment Engine.
Can I use Harbor and Jenkins without SSL certificates?

Yes. You can use Harbor and Jenkins without Secure Sockets Layer (SSL) certificates.
For more information, see Setting up a Harbor repository to synchronize container images.
What is the difference between BMC Support Assistant tool and BMC Helix Logging?
BMC Support Assistant tool collects BMC Helix Innovation Suite application related logging whereas BMC Helix logging
collects critical BMC Helix Innovation Suite and common services related information.
Is the zero downtime upgrade supported?
Yes. See Zero-downtime (ZDT) upgrade for BMC Helix Innovation Suite and applications in BMC Helix Innovation Studio
documentation.
Can I reuse the same Jenkins server for an upgrade?
Yes. You can modify or create Jenkins pipelines.
Can I use a single BMC Deployment Engine for multiple deployments?
Yes. You can use a single BMC Deployment Engine for multiple deployments provided you update the kubeconfig and
relevant parameters.
Important: We recommend dedicated BMC Deployment Engines for each BMC Helix IT Service Management instance.
Does Helix OnPrem support a single Helix Portal (Common Services) with ITSM and ITOM?
Yes, this is possible. For more information, contact BMC Support .
Do I need to specify a separate database server hostname for BMC Helix Single Sign-On?
No. The deployment manager script deploys a PostgreSQL database and BMC Helix Single Sign-On Tomcat internally to the
Kubernetes cluster.
Can I use latest versions software for Kubernetes, Helm, and Docker?
You might encounter issues with unsupported versions. For information about the supported versions, see System
requirements.
Does BMC provide Docker files for each container image?
BMC does not provide a Docker manifest for the container images. You can synchronize the container images in BMC DTR
to a local container repository.
See Setting up a Harbor repository to synchronize container images.
Will database dumps with application sample data be provided?
BMC provides the database dumps required for BMC Helix IT Service Management installation. However, database
dumps of a sample application data are not provided.

Is the container and Kubernetes orchestration based on-premises deployment of BMC Helix IT Service Management
supported on Windows?
BMC Helix IT Service Management containers use Linux operating system. The container host systems must have Linux
operating system as the kernel is shared between the host and container.
It is theoretically possible to run a Linux virtual machine on a Windows host and deploy Kubernetes across the virtual
machine and run Linux containers. However, BMC does not recommend such deployment architecture and does not
provide deployment sizing guidelines for such configurations.
Does the database tier in the BMC Helix IT Service Management deployment runs in a container?
No. The database tier in the BMC Helix IT Service Management deployment does not run in a container.
What are the formats or standards used by the BMC Helix Innovation Suite platform and service Management
applications containers?
BMC Helix Innovation Suite platform and Service Management application containers are based on Docker and they
leverage Kubernetes orchestration layer.
After one deployment, can BMC Deployment Engine be reused for the next deployment?
Yes. The same Deployment Engine setup (Jenkins) can be used to deploy different environments of the same version, such
as Dev, QA, and production.
For more information, see Setting up the deployment input configuration file.
Is it enough to set up a single Deployment engine, which will be applicable to both non production and production
deployment?
Yes. The same Deployment Engine setup (Jenkins) can be used to deploy multiple instances of the same version.
Should the deployment engine be kept after the initial deployment is done? Will it be used for further upgrade of Helix
Innovation Suite?
Yes, The same Deployment Engine setup ( Jenkins) can be used to deploy patches and updates; hence may be retained or
recreated when needed.
Where do I use the database dump artifacts downloaded from the EPD site?
If you decide not to use PostgreSQL database, you must import either the Microsoft SQL or Oracle database dumps before
you begin the deployment.
See Setting up a Microsoft SQL Server database and Setting up an Oracle database.
Kubernetes cluster requirements

Do I have Horizontal Pod Autoscaling for both platform services and BMC Helix Innovation Suite?

No. Horizontal Pod Autoscaling is supported only for platform services.

Where will the data lake components such as Kafka, Elasticsearch, and Redis be installed?
The storage class for the data lake components is external to the cluster.
How can I increase the number of containers or pods?
You can increase the number of containers by scaling the Kubernetes cluster.
What is the difference between an Nginx Ingress controller (internal to the cluster) and a network load balancer
(external to the cluster)?
Nginx Ingress controller is used for load balancing services in Kubernetes whereas a network load balancer is used to
distribute the load of incoming requests.
Network requirements
What types of load balancers are supported?
All load balancers that meet the following requirements are supported:
• SSL pass-through to offload at the Ingress Controller

• Allow X-Forwarded- Headers Upstream of Ingress
• Unaltered response redirects
Are application DNS aliases required before running installation?
Yes. All DNS aliases should be set up before the installation and resolved to the network load balancer.
Frequently asked questions about environment security

This section provides answers to frequently asked questions about BMC Helix IT Service Management environment
security.
Should I update the default passwords after installation?
BMC recommends to update the default passwords for the products, virtual machines, and databases to prevent any
security issues.
Do any of the logs contain sensitive, personal, or tax related data?
BMC does not allow any personal information to be stored in the logs.
Does BMC support a Key Management System?
No. BMC does not support a Key Management System.

Are the container images secure and scanned?
BMC uses the base images which are scanned regularly. BMC ensures that a high level of security is met.
Does the BMC Helix IT Service Management installation uses any ports numbers below 1024?
BMC Helix IT Service Management installation does not use any ports numbers below 1024 except port 443. Port 443 is
used for HTTPS.

Do the pods use configmaps and secrets to pass sensitive parameters such as credentials or passwords?
Yes. The pods use configmaps and secrets to pass sensitive parameters such as credentials or passwords.
Frequently asked questions about BMC Helix IT Service Management

components
This section provides answers to frequently asked questions about BMC Helix IT Service Management components.
Is BMC Helix ITSM: Smart Reporting also containerized?
Yes. You can install BMC Helix ITSM: Smart Reporting if you have opted for Smart Reporting extended support.
For more information, see Downloading the installation files.
Are AR System, BMC Helix Innovation Studio, and BMC Helix Digital Workplace Catalog all merged into one instance, so
that only 1 instead of 3 platform installations are necessary and all applications run on this one platform instance?
Yes. All Service Management applications run on the BMC Helix Innovation Suite platform.
For more information, see Downloading the installation files.
Is it mandatory that BMC Helix Innovation Suite, BMC Helix Platform, BMC Helix Logging must be bundled together? For
example, is it possible to setup a single BMC Helix Platform or BMC Helix Logging to support multiple BMC Helix
Innovation Suite?
Yes. Multiple BMC Helix ITSM and Helix Platform namespaces can use same Helix Logging Namespace. Only one helix
logging namespace is recommended per cluster.
For more information, see Setting up the installation environment.
Can we separately restart the AR Server, Mid-Tier and other components?
AR server, FTS server (Platform Rank server), mid-tier, and so on are all separate services.
To trigger rolling restart, you must change the value of the triggerUpgrade variable to any value of your choice
that triggers restart. This variable is exposed in the values.yaml file and is referred in various specs, such as
statefulset or deployment.
How to form a server group for ITSM?
All containers are part of the same server group. You don’t have to anything specific to make them part of the server
group.
How to identify the individual components installed in different worker nodes?
You can know which pod is running in the namespace by using one of the following ways:
• If you are consuming the Prometheus metrics from Kubernetes, you can scrape the metrics to know which pod
is running in the namespace.
• You can run the following command that will list the pods you have and the worker nodes that are running.

kubectl -n <namespace> get po -o wide
How to rank the operations within ITSM?
The ranking is governed through AR system operations ranking. On startup, container bootstrap script only assigns default
ranking for the first time pod comes up. From that point on, the ranking changes are retained.
Is there an option to shutdown and start the entire ITSM application?
If you scale down all the pods to zero, the ITSM application will stop.
Can I scale up and scale down the application pods and nodes based on the utilization?
Auto scaling is not supported currently for both pods and nodes.
What components are covered during 21.3.x ITSM Upgrade?
The 21.3.x ITSM upgrade includes the latest patches for the following components:
• BMC Helix ITSM

• BMC Service Level Management
• BMC Service Request Management
• Mid-Tier (AR System)
• BMC CMDB
• BMC Helix ITSM: Smart Reporting
• BMC Helix Digital Workplace Basic
• BMC Helix Digital Workplace Advanced
• BMC Helix Digital Workplace Catalog
• BMC Live Chat
• BMC Helix ITSM: Smart IT
If you are using BMC Helix Innovation Suite or applications based on it, then the upgrade also includes:
• BMC Helix Innovation Studio

• BMC Helix Business Workflows
• BMC Helix Multi-Cloud Broker
• BMC Helix ITSM: Smart Reporting for these BMC Helix Innovation Suite components
 Important
You can install BMC Helix ITSM: Smart Reporting if you have opted for Smart Reporting extended
support. When you perform fresh installation of BMC Helix IT Service Management 21.3.06 and select to
deploy Smart Reporting , the 21.05.03 version of Smart Reporting is installed in your environment.
Smart Reporting version 21.3 is available only for upgrade scenarios for existing customers. This version
is not available to new customers.
Single applications or modules are not upgraded separately during the upgrade. As part of the 21.3.x upgrade, all
components are moved to a single instance of BMC Helix ITSM Suite 21.3.

Is BMC changing the APIs in 21.3.x version?
BMC has not made any changes to the existing APIs. Any code that you have built on previously existing APIs should
continue to work in the new release.
There are minor authentication related changes to the APIs. For more information on the authentication related changes,
see the following links:
https://docs.bmc.com/docs/display/ars213/Overview+of+the+REST+API
https://docs.bmc.com/docs/display/ars213/Access+and+authentication+for+the+REST+API
We have added some new, simplified REST APIs for specific ITSM objects, such as incidents, problems, change requests in
versions 21.3.x.
See, https://docs.bmc.com/docs/itsm213/overview-of-the-simplified-rest-api-1030563651.html.
Will my customized OOTB reports in Smart Reporting be available and working after an upgrade?
Yes. We recommend not changing the OOTB (out-of-the-box) reports provided in BMC Helix ITSM: Smart Reporting.
Always make a copy of the OOTB reports and then make the necessary changes. If you followed this approach, your
reports would continue to work. If you modified the OOTB reports, they would not work post upgrade. Please make sure
you create copies of all modified OOTB report before the upgrade starts.
Date: 2023-07-6 1:37

URL: https://docs.bmc.com/docs/x/d3ChS

2 Cmdb_customization 422
2105 15
Common_parameters 171
213 15
Concept 48
21_3 15
Configmaps 333
21_3_06 20
Configuration_file 154
22_1_06 16, 20
Configuration_files 333
A Configure_oracle_database 131
Access_container_images 119
Consent 330
Access_platform_application_images 117
Container 15
Activate_application_licenses 319
Container_deployment 16, 71
Activate_license 319
Container_images 110, 117
Air-gapped 119
Container_permissions 91
Aks 344
Containerized 49
Aks_installation 344
Containers 40, 323
Always_on 127
Corrected 20
Alwayson 127
Create_platform_tenants 272
Analytics 330
Critical_logs 452
Application_license 319
Css 337
Applications 15
Custom_ca 244
Apply_patch 367
Custom_images 337
Ar 15
Custom_plug-in_deployment 415
Architecture 55
Customization 422
Assistant_tool 449
D
Atrium_web_services_parameters 214
Data_collection 330
Azure_kubernetes_service 344
Database 126
B Database_configuration 127
Bcm_parameters 228
Database_dump 127
Best-practice 74, 99
Database_parameters 171
Best_practice 74, 80
Database_requirements 138
Best_practices 282
Dbfilesync_utility 337
Bmc_dtr 117
Delpoy_platform 282
Bmc_helix_innovation_suite 16, 40, 74
Deploy 15
Bmc_helix_innovation_suite_container 15
Deploy_applications 282
Bmc_helix_itsm_suite_container 15
Deploy_containers 106
Bmc_helix_platform_multitenancy 63
Deployment 15, 16, 40, 40, 55, 74, 106, 109, 154, 166, 282
Bmc_helix_platform_tenants 272
Deployment_engine 48, 141
Bmc_helix_sso_parameters 170
Deployment_input_configuration_file 157, 165, 166, 170, 171,
Bwf 230 195, 202, 210, 214, 218, 222, 226, 226, 228, 230
C Deployment_model 55
Cacerts 244, 335 Developer_studio 323
Certificates 244 Disable 330
Cluster_permissions 91 Download_git_repositories 110
Cmdb 15 Download_logs 449

Dtr 110, 117, 119

Dwp 15, 230

I
Dwp_catalog 230
Innovation_suite 20
Dwp_data_migration 431
Input_parameters 154
E Install 245
Efk 469
Install_ansible 141
Ekf_issues 469
Install_bhom 106
Ekf_logs 469
Install_helix_platform 245
Eks 350
Install_in_eks_cluster 350
Eks_cluster 350
Install_in_gke_cluster 358
Elastic_kubernetes_service 350
Install_itsm_in_aks 344
Elasticsearch 452
Install_itsm_in_gcp 358
Enable 330
Installation 15, 16, 40, 40, 282
End_to_end_deployment_process 106
Installation_errors 458
Engagements 330
Installation_pipelines 110
Enhancements 16
Inventory_parameters 157
Error_messages 458
Issues 20
Errors 449
Itsm 15
Export_import_utility 431
J
F Jenkins_pipeline 157, 165, 166, 170, 171, 195, 202, 210, 214,
Faq 473 218, 222, 226, 226, 228, 230
Faqs 473 Jenkins_server_setup 141
Feature_differences 49
K
Fluentbit 452 Key_concepts 48
Frequently_asked_questions 473 Kibana 452
Fresh_install_and_migrate 406 Known 20
G L
Gainsight 330 Large_deployment 74
Gcp 358 License 55
Getting_started 40, 40 License_key 315
Gke 358 Licenses 315, 319
Gke_cluster 358 Live_chat 218
Global_parameters 166 Loading 330
Glossary 53 Locales 94
Glossary_entries 53 Log_files 449
Google_could_platform 358 Logging 452, 469
Google_kubernetes_engine 358 Logs 449, 449, 469
H M
Harbor 117 Mcsm 230
Harbor_repository_setup 119 Medium_deployment 74
Hardware_requirements 80 Mid_tier_parameters 195
Hdm 15 Migration 15
Helix 15 Modify 330
Helix_logging 469 Move_customizations 422
Home 15 Multitenant 63
Multitenant_installation 63

N
New_users 40, 40 S
Scalability 74
Non-containerized 49
Sccm 226
Non-root 243
Script 330
O Secret 335
Obtain_license_keys 315
Security 335
On_premises_deployment_architecture 55
Security_certificates 335
On_premises_upgrade 71
Self_signed 244
Openfire 222
Service_parameters 171
Openshift 243
Service_password_parameters 171
Oracle_database 131
Set_up_environment 276
Orientation 40
Setup 154
Overview 40
Sizing 74
P Skill_set 46
Patch_22105 367
Skills 46
Patches 16
Small_deployment 74
Permissions 91
Smart_it_parameters 202
Pipeline_execution_issues 457
Smart_reporting 439
Pipeline_failure_issues 457
Smart_reporting_parameters 210
Plan_deployment 68
Smart_reporting_upgrade 439
Plan_fresh_deployment 68
Software_requirements 80
Planning 55, 63
Sql 127
Platform 15
Sso 15
Platform_parameters 171
Staged_upgrade 71
Pod_configurations 341
Support_assistant_tool 449
Pod_tuning 341
Supported_locales 94
Postgres 138
Sync_harbor_with_dtr 119
Postintsallation 323
System 15
Precreated_database 127
Preinstallation 276 T
Tctl_utility 272
Prepare_database 138
Technical_support 472
Prepare_for_deployment 109
Telemetry 330
Prepare_for_upgrade 414
Token_to_access_container_images 110
Preparing 109, 126, 127, 315
Trainings 46
Pvc 89
Troubeshooting 449
Pvc_requirements 89
Troubleshoot_pipeline_issues 457
R Troubleshooting 458, 472
Rebranding 337
Troublesooting_ekf 469
Reference 99
Tsom_parameters 226
Registry 117
Release_notes 15, 20 U
Uddi_server 214
Remedy_server_deployment 106
Understand_licensing 98
Requirements 80
Unicode 126
Rollback 367
Unrestored-unknown-attachment 358
Root 243
Update 367

Updates 16

Upgrade 15, 71, 367, 382, 385, 390, 396

V
Upgrade_bmc_helix_platform 382, 385, 390, 396
Version_parameters 165
Upgrade_prerequisites 414
View_logs 449
Upgrade_process 406
W
Upgrading_sr 439
What's_new 15
Uprading 15
Wide-layout 15
Use-cases 63
Wide_display 15
User_input 157, 165, 166, 170, 171, 195, 202, 210, 214, 218,
Wide_layout 15
222, 226, 226, 228, 230
Workflow_customization 422
User_license 319

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BMC Helix IT Service Management Deployment 22.1.06: Technical Documentation

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BMC Helix IT Service Management

Date: 2023-07-6 1:37

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Release notes and notices

BMC Helix Innovation Studio Release notes and notices (

BMC Helix Single Sign-On Release notes and notices

BMC Helix IT Service Management Suite Release notes a

BMC Helix Service Request Management Release notes a

BMC Service Level Management Release notes and noti

BMC Helix Multi-Cloud Broker Release notes and notice

HR Service Management Release notes and notices

BMC Helix Business Workflows Release notes and notic

BMC Helix Digital Workplace Release notes and notices

Live Chat Release notes and notices

BMC Helix IT Service Management Deployment 22.1.06 Page 15

Date Summary Reference

July Enhancements available in this release: 22.1

22.1 enhancements and patches

Release notes and notices

Version Fixed issues Updates and enhancements

22.1.06 Known and corrected issues 22.1.06 enhancements

Downloading and installing the patch

Download from EPD Downloading the installation files

Patch installation Upgrading BMC Helix IT Service Management to 22.1.06

BMC Helix IT Service Management Deployment 22.1.06 Page 16

Consent to use Gainsight PX for data collection

Updated support for Kubernetes and OpenShift

The supported versions of Kubernetes and OpenShift are as follows:

• Kubernetes versions - 1.23 – 1.25

• OpenShift versions - 4.10 – 4.12

Updated support for Ingress and Helm

Orchestration platform Ingress Helm

Kubernetes 1.25 1.7.0 3.11

Kubernetes 1.24 1.7.0

Kubernetes 1.23 1.6.4

BMC Helix IT Service Management Deployment 22.1.06 Page 17

Orchestration platform Ingress Helm

OpenShift 4.12 1.7.0

OpenShift 4.11 1.7.0

OpenShift 4.10 1.6.4

For more information, see System requirements.

Additional products available for on-premises installation

• BMC Helix Portfolio Management (HPM)

What else changed in this release

While building the

BMC Helix IT Service Management Deployment 22.1.06 Page 18

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While building the While building the

Known and corrected issues

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