Feature differences when using BMC Helix ITSM Suite in containerized and non containerized environment

Using ARDBC Plug-in API function to create custom plug-ins and Vendor forms

• You can create custom plug-ins by using the ARDBC Plug-in API function.
• You can add the plug-ins to the default plug-in server file system by using the Remedy Management console or create a new plug-in server and then add them to the AR Monitor configuration file.

• You can embed custom processes such as adding JAR files in a single server system and call the processes by using a workflow.
• When the workflow is processed, the server creates a duplicate process and calls the JAR file with the specific parameters.

You can run the UDM files in two ways:

• Add the UDM job details to the ITSM Interface form.
• Add the UDM job details to a local system. The UDM/Pentaho server picks the file and imports the data.

• You can add the data file by using the ITSM Interface form.
• You cannot add external files and folders inside the container.
• Add the files to an FTP server and update the UDM job to import the file from the FTP server.

Customizing the ar.conf file and the arserverd.conf file

• The system admin can add or modify properties for custom plug-ins in the ar.conf file.
• The system admin can modify the heap size in the arserverd.conf file.

Configuring the server

• You can update the log file names for files like API, SQL, and filters. You can choose to give a single name or multiple names to the files.
• You can change the log configuration by using a file based on the components in the server.
• Each server has a logback configuration to change the log level to INFO/ERROR/DEBUG.

• You cannot update the log file names in containers.
• The log file names are used to control the critical logs routing to ElasticSearch. They are also used to control the log size and the log rollover size.
• You can change the log configuration by using configmaps.
• All the logback configurations in the installers are converted to Kubernetes configmaps. You can update the configmaps and restart the containers to update the log configuration.

You can access the log files in the machine and extract the files by using tools like the ARLogZipper.

In a containerized environment, the files are divided into two categories: Critical logs 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 server in the files from the <ApacheTomcatInstallDirectory> folder:

• jetty.xml file for jetty server
• logback_server.xml file
• web.xml file or webapps folder

• You can configure these files directly from the server and set it for every instance.
• You can also add your custom Tomcat web applications.

• In a containerized environment, you can configure files like jetty.xml and logback_server.xml by using configmaps. For more information, see the topic Using ConfigMaps to access the configuration files.
• The web.xml file and webapps folder are locked.

Certificates have two requirements in an application:

• SSL Certificate to support the HTTPS.
• Trust Store to store the public keys and the outbound calls that are used to point to a server that uses a self-signed certificate.

You can apply these certificates manually in the web server configuration or in the Java cacerts file.

• In a containerized environment, the web servers do not support the SSL certificates. The SSL offloading is done at the Load balancer.
• If you want to store a public key, you can create a custom cacerts file and mount it as a Kubernetes overlay to the container. For more information, see Applying security certificates to your applications.

Customizing the BMC Helix Single Sign-On name change plug-ins

You can see the licensing information in the License report file generated in the system.

You can see the licensing information stored in a form. Use AR API to retrieve the information.

Exporting archived data to local disk

You can export the archived data in the db folder in CSV format.

Exporting the archived data in CSV format is not supported.

• You can update different names for different trace files.
• You can set the limit size and the rollover behavior of the trace files.

• You cannot change any settings for the trace log files in the containerized environment.
• All the trace files have the same 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