This documentation supports an earlier version of BMC Helix IT Service Management on-premises deployment.

To view the documentation for the latest version, select 21.3.06 from the Product version picker.

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-containerized environment

The following table describes the differences in application behavior and operational management when you use BMC Helix ITSM Suite in a containerized environment and in a non containerized environment:

FeatureUsing BMC Helix ITSM Suite in a non-containerized environmentUsing BMC Helix ITSM Suite in a 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.
  • Use the feature Plugin server as a Service to create custom plug-ins.

  • A plug-in server image is used as the base image layer.
  • 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 workflow
  • 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.
The Run Process workflow that calls external programs such as batch files, shell scripts, or commands is not supported in a containerized environment.
Running the Unified Data Management (UDM) jobs

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.
  • In a containerized environment, you cannot access the configuration files.
  • We recommend that you use the AR System Configuration Generic UI form 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 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.
Accessing the log files

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.

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.
Security Certificates

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 create custom plug-ins for changing the user names on a BMC Helix Single Sign-On server.

You cannot create custom plug-ins on a BMC Helix Single Sign-On server in containers.

Generating the License Report

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.

Trace Log file behavior
  • 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

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  1. Andreas Wiencek

    You mention that you cannot directly access certain conf and xml files anymore. However, there is no mention of armonitor.conf.

    The ARS docs still mention it:

    Can you still access the armonitor.conf (read, modify) directly?

    Sep 27, 2021 07:22
    1. Himanshu Raul

      Hi Andreas,

      Thank you for your feedback on the documentation. We will address the issue as soon as possible.



      Sep 27, 2021 07:58
      1. Anagha Deshpande

        Hello Andreas Wiencek,

        When you deploy BMC Helix Innovation Suite by using containers, you cannot access the armonitor.conf file.

        We have updated the Action Request System documentation.



        Sep 28, 2021 02:08
  2. Andreas Wiencek

    Thanks for that!

    Sep 28, 2021 05:33