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

To view the documentation for the latest version, select 23.3.01 from the Product version picker.

Performing the BMC Helix Service Management installation

Install BMC Helix 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 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 Service Management platform components and service management applications deployed through pipelines:

PipelinePod nameComponents deployed through the pipeline
HELIX_PLATFORM_DEPLOY
  • platform-fts
  • platform-sr
  • platform-int
  • platform-user

Important: The platform-sr, platform-int, and platform-user pods are not deployed with the Compact and Small deployment sizes.

  • BMC Helix Innovation Suite server:
    • 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
  • 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
  • midtier-int
  • midtier-user

Mid Tier components:

  • Mid Tier
  • Apache Tomcat JSP engine

  • ARWebReportViewer application

atriumwebsvc

  • CMDB Web Services
  • CMDB Web Registry
HELIX_NONPLATFORM_DEPLOY
  • smartit-master
  • smartit-slave
    The smartit-slave pod is not deployed with the compact deployment size.


BMC Helix ITSM: Smart IT

openfireOpenfire
  • virtualchatplugin
  • virtualchatserver

BMC Live Chat


driftmanagement

Drift Management





  • dwp-tomcat-deployment-master
  • dwp-tomcat-deployment-slave
    The dwp-tomcat-deployment-slave pod is not deployed with the compact deployment size.

BMC Digital Workplace

catalog-itsm-plugin

BMC Digital Workplace Catalog and BMC Helix ITSM integration plug-in

These applications are deployed as smart bundles on the platform pod.








BMC Digital Workplace Catalog

BMC Helix Business Workflows

BMC Helix Multi-Cloud Broker

BMC Helix ITSM Insights

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_DEPLOY

smartreporting

BMC Helix ITSM: Smart Reporting console

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 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_TOOLassisttool-depSupport Assistant tool

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Before you begin

Make sure that you have completed the following preinstallation tasks before you start the installation:

  • Deployed BMC Helix Platform Common Services.

  • 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.

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To install BMC Helix Innovation Suite platform and applications

Run the HELIX_ONPREM_DEPLOYMENT pipeline by performing the following steps:

Important

Do not use space in the pipeline parameter values.

  1. Log in to your Jenkins server by using the following URL:
    http://<Jenkins server host name>:8080

  2. Select the HELIX_ONPREM_DEPLOYMENT pipeline, and click Build with Parameters.

  3. In the INFRASTRUCTURE section, specify the following parameters:

    ParameterDescription
    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.

    (Optional) 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: git-<Jenkins server host name>.

    CHECKOUT_USING_USER

    Jenkins credential ID that contains the Git credentials. Specify the value as github.

    KUBECONFIG_CREDENTIALJenkins 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:

    ParameterDescription
    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:

    ParameterDescription
    IS_CLOUD

    Select this check box if your Kubernetes or Openshift cluster is in a cloud environment such as Amazon Web Services (AWS).

    If you select this check box, 3 external load balancers for the following services are created. These load balancers are created to connect with AR System clients such as Developer Studio.
    • platform-admin-ext                                                
    • platform-int-ext                                                  
    • platform-user-ext  

    Skip this option if you do not want to create external load balancers. You can expose the services post-installation of BMC Helix Innovation Suite by using kubectl.

    ROUTE_ENABLEDDo not select this check box.
    ROUTE_TLS_ENABLEDDo 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:

    The platform and application URLs support only the HTTPS protocol.

    ImportantWhen 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_DOMAINSpecify the Ingress controller domain name that is used for application URLs.
    INPUT_CONFIG_METHODSelect 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_SECRETS_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_DETAILS, and RSSO_PARAMETERS sections.

    (Optional) 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.

    Click Browse and upload your custom cacerts file.

    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 Service Management installation.
    • The cacerts file is checked into the Git repository when the HELIX_GENERATE_CONFIG pipeline runs successfully. In case of any failures in the HELIX_ONPREM_DEPLOYMENT or HELIX_GENERATE_CONFIG pipelines, you must upload the cacerts file in the HELIX_ONPREM_DEPLOYMENT pipeline until the HELIX_GENERATE_CONFIG pipeline executes successfully at least once.
      You do not need to upload the cacerts file for consecutive execution of the HELIX_ONPREM_DEPLOYMENT pipeline and other pipelines.

    For information about creating a custom cacerts file and ways to apply a custom cacerts file, see Applying security certificates to your applications.

    (Optional PLATFORM_COMMON_CACERTS_SSL_TRUSTSTORE_PASSWORD

    Specify a password for your cacerts file.

    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.
    DB_SSL_CERT
    Do not select this option.
    CUSTOMER_SIZE

    Specify the deployment size such as, compact, small, medium, or large. Enter the value as C, S, M, or L.

    SOURCE_VERSIONSpecify NA for the source version of the Helm repositories.
    PLATFORM_HELM_VERSIONSpecify 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_NODESpecify the host name of the Jenkins server where you have installed HELM.
  6. In the PRODUCTS section, specify the following parameters:

    ParameterDescription

    Select this check box to install BMC Live Chat.

    HELIX_OPENFIRESelect 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.

    Important: Make sure that you select this check box if you want to install BMC Helix Multi-Cloud Broker, BMC Helix Customer Service Management, and BMC Helix Portfolio Management.

    HELIX_MCSM

    Select this check box to install BMC Helix Multi-Cloud Broker.

    Important: If you select this check box, make sure that you select the HELIX_BWF check box.

    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.

    If you select this check box, make sure that you select the HELIX_BWF check box.

    HELIX_SMARTAPPS_FAS

    Select this check box to install BMC Helix Portfolio Management.

    Important: If you select this check box, make sure that you select the HELIX_BWF check box.

    HELIX_DRIFT_MANAGEMENTPLUGIN

    Select this check box to install Drift Management.

  7. In the INFRA-DEPLOY section, specify the following parameters:

    ParameterDescription
    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 Support Assistant tool. 

    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 tool.

    SUPPORT_ASSISTANT_CREATE_ROLE

    Support Assistant tool creates a role and role binding. By default, this check box is selected to use the default role when installing the Support Assistant tool.

    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.

    SIDECAR_FLUENTBIT
    Select this parameter to install Fluent Bit, which is used to 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.
    SIDECAR_FLUENT_DETAIL_LOG
    Select this parameter to collect pods and cluster logs.
  8. In the PRODUCT-DEPLOY section, specify the following parameters:

    ParameterDescription
    HELIX_GENERATE_CONFIGSelect 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_DETAILS 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:

    ParameterDescription
    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.

    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

    Specify the 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.

    To update the password, click Change Password.
    DB_TYPESelect 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_PORTSpecify the database port value.
    ORACLE_SERVICE_NAMESpecify the Oracle service name to use an Oracle database.
    DATABASE_HOST_NAMESpecify the host name of the database server.
    (Only for PostgreSQL database) DATABASE_ADMIN_USER

    If you select the DB_TYPE value as mssql or oracle, you can leave this field blank.

    For a PostgreSQL database, specify the administrator user name that is used to create and restore database dumps.

    Important: For a 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.

    (Only for PostgreSQL database) DATABASE_ADMIN_PASSWORD

    If you select the DB_TYPE value as mssql or oracle, you can leave this field blank.

    For a PostgreSQL database, specify the administrator user password.

    To update the password, click Change Password.

    (Only for PostgreSQL database) DATABASE_RESTORE

    By default, this check box is selected to restore PostgreSQL database dumps automatically.

    If you have restored the database dumps manually, clear this check box.

    IS_DATABASE_ALWAYS_ONSelect this check box if your Microsoft SQL database is in a high availability cluster.
    LOGS_ELASTICSEARCH_HOSTNAME  

    Specify the Elasticsearch EFK service name that is running on the BMC Helix Platform namespace in the following format:

    efk-elasticsearch-data-hl.<BMC Helix Platform namespace>

    LOGS_ELASTICSEARCH_TLS

    Select this check box.

    LOGS_ELASTICSEARCH_PASSWORDSpecify 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  Elasticsearch Full Text Search service name or external IP address that you created for FTS_ELASTICSEARCH.

    For the service name, use the following format:

    elasticsearch-logs-opendistro-es-data-svc.<BMC Helix Platform namespace>

    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.

    The default password is admin.

    Important: Do not change the password.

    FTS_ELASTICSEARCH_PORT        

    Specify the port of Elasticsearch FTS instance. The port number is 9200.

    FTS_ELASTICSEARCH_SECURE

    Select this check box.

    AR_LOCALE_TO_INSTALL

    Specify the locale to install the AR 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.

    To update the password, click Change Password.

    AR_DB_NAME

    Specify the name of the BMC Helix Innovation Suite database.

    Important:

    • For an Oracle database, specify the Oracle service name as the parameter value. Specify the same value as that of the ORACLE_SERVICE_NAME value.
    • For a PostgreSQL database, specify the name that you want the pipeline to create.
    • 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.

    ImportantMake sure that you the database user name starts with a character. You can specify numbers and only the following special characters in the name:

      • Dollar $
      • Hash #
      • Underscore _
    AR_DB_PASSWORD

    Specify the password for BMC Helix Innovation Suite user.

    To update the password, click Change Password.

    ImportantMake sure that you do not use the dollar $ character in the password.

    AR_SERVER_APP_SERVICE_PASSWORD

    Specify the password to access applications.

    To update the password, click Change Password.

    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.

    Important: The maximum password limit is 20 characters.

    AR_SERVER_MIDTIER_SERVICE_PASSWORD

    Specify the password to access the Mid Tier.

    To update the password, click Change Password.

    Important: The maximum password limit is 20 characters.

    SMARTREPORTING_DB_NAME

    Specify the name of the BMC Helix ITSM: Smart Reporting database.

    ImportantMake 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.

    ImportantMake sure that you the database user name starts with a character. You can specify numbers and only the following special characters in the name:

      • Dollar $
      • Hash #
      • Underscore _
    SMARTREPORTING_DB_PASSWORD

    Specify the password for the BMC Helix ITSM: Smart Reporting user.

    ImportantMake sure that you do use the dollar $ character in the password.

    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.

    To update the password, click Change Password.

    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.

    To update the password, click Change Password.

    DWP_CONFIG_PRIMARY_ORG_NAME

    Specify the organization name for BMC Helix Digital Workplace.

    Example: Petramco

    Important: Do not use space in the organization name.

    DWP_CONFIG_SUBTENANT_USER_PASSWORD

    Specify the password for the BMC Helix Digital Workplace user.

    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_IPS

    Specify the external IP address to enable external access.

    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_PRELOAD
    Select this checkbox 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.

  10. In the RSSO_PARAMETERS section, specify the following parameters:

    ParameterDescription
    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_USER

    Administrator user name to login to BMC Helix Single Sign-On by using the RSSO_URL.

    RSSO_ADMIN_PASSWORD

    Password to login to BMC Helix Single Sign-On by using the RSSO_URL.

    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:

    ParameterDescription
    HELIX_PLATFORM_DOMAINDomain name of the cluster where BMC Helix Platform is installed.
    HELIX_PLATFORM_NAMESPACENamespace where BMC Helix Platform is installed.
    HELIX_PLATFORM_CUSTOMER_NAMERegistered 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.

    ParameterDescription
    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.

    Select this check box to enable BMC Helix Digital Workplace.

    BMC_HELIX_INNOVATION_STUDIOSelect 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 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 Service Management because it deletes the Demo user that is used for installation.

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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.

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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>

    The following image shows an example:

  2. Verify that the you can access the platform and application components by using the following URLs:

    ApplicationURL

    Mid Tier

    https://<midtier-user ingress name>/arsys

    Use the hannah_admin user credentials to login.

    BMC Helix Innovation Studio

    https://<platform-user ingress name>/helix/index.html#/com.bmc.arsys.rx.innovationstudio

    Use the hannah_admin user credentials to login.

    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

    Use the hannah_admin user credentials to login.

    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 Open link and Adding people without using templates Open link .

    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

    Use the hannah_admin user credentials to login.

    BMC Digital Workplace

    https://<dwp-default-ingress ingress name>

    Use the hannah_admin user credentials to login.

    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

    • PasswordsatAdmin1#

    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.
  3. To know the pods used by BMC Helix Platform Common Services, run the following command:

    kubectl get pod -n <Platform common service namespace>
  4. To know the number of pods used by BMC Helix Platform Common Services, run the following command:

    kubectl get pod -n <Platform common service namespace>| wc -l
  5. To know the number of pods used by BMC Helix Service Management services, run the following command:

    kubectl get pod -n <Innovation suite namespace>| wc -l
  6. To know the resource utilization per pod, go to helix-on-prem-deployment-manager/configs and open the deployment specific file:

    cat <deployment size>.json

    For example:

    cat medium.json

Important

If your database IP or DNS address changes post-installation of BMC Helix Service Management, to update the database details, see the knowledge article How to change Database IP / DNS post-installation Open link .

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To restart application pods

After you perform a fresh installation of BMC Helix Service Management, if you want to restart all the application pods, perform the following steps:

  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:

    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_RESTART
    4. Select Pipeline and click OK.
    5. Click the Pipeline tab.
    6. Enter the following information:

      FieldDescription

      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 as pipeline/jenkinsfile/HELIX_RESTART.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 fails because it needs to run the first time to load all the parameters of the pipeline script. 
    9. 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 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.

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To install additional locales

After you perform a fresh installation of BMC Helix Service Management, if you want to install additional locales, perform the following steps:

  1. In the HELIX_ONPREM_DEPLOYMENT pipeline, in the Build History section, select the last build, and click Rebuild.
  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, and HELIX_SMARTAPPS_DEPLOY options.

    Important

    The he and pl locales are not supported by BMC Helix Innovation Suite and BMC Helix CMDB. Do not select the HELIX_PLATFORM_DEPLOY pipeline while installing the he or pl locale.

    However, if you are installing other locales along with the he or pl locale, select the HELIX_PLATFORM_DEPLOY pipeline. For example, if you are installing pl and fr locales, select the HELIX_PLATFORM_DEPLOY pipeline. 

  8. Click Rebuild.

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To install additional products

After you perform a fresh installation of BMC Helix Service Management, if you want to install additional products later, perform the following steps:

  1. In the HELIX_ONPREM_DEPLOYMENT pipeline, in the Build History section, select the last build, and click Rebuild.
  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.
  3. In the PRODUCT-DEPLOY section, select the HELIX_GENERATE_CONFIG option.
  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 respective product deployment pipeline.
    For example: To install BMC Helix Business Workflows, select the HELIX_SMARTAPPS_DEPLOY option.
  8. Click Rebuild.

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To modify user names and passwords

After you perform a fresh installation of BMC Helix Service Management, if you want to modify the user name and password values, perform the following steps.

You can modify the database user name, database password, BMC Helix Single Sign-On user name, BMC Helix Single Sign-On password, and user passwords such as VC_RKM_PASSWORD, AR_SERVER_DSO_USER_PASSWORD, and VC_PROXY_USER_PASSWORD.

  1. In the HELIX_ONPREM_DEPLOYMENT pipeline, in the Build History section, select the last build, and click Rebuild.
  2. In the CUSTOMER-INFO section, specify the DEPLOYMENT_MODE parameter value as SERVICE.
  3. In the PRODUCT-DEPLOY section, select the PLATFORM DEPLOY, NON PLATFORM DEPLOY, and SMARTAPPS DEPLOY options.
  4. In the DATABASE_REGISTRY_STORAGE_PASSWORDS_SECRETS_DETAILS section, specify the values corresponding to the parameters that you want to modify.
    For example, to modify your database user name and password, specify the values for AR_DB_USER and AR_DB_PASSWORD parameters.
  5. In the RSSO_PARAMETERS section, specify the values corresponding to the parameters that you want to modify.
  6. Click Rebuild.

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Where to go from here

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:

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Comments

  1. Josip Kardum

    Why should victoria-metrics be scaled down if we want to scale down ITSM Insights? Installing BMC Helix Innovation Suite without Insights actually installs victoria-metrics pods. Also, knowledge article 000397417 does not include anything about scaling down victoria-metrics when you want to scale down Insights.

    Oct 03, 2023 07:31
    1. Poonam Morti

      Hi Josip,

      Thanks for your feedback on the documentation.

      We had added the details about scaling down ITSM Insights, as earlier there was a requirement to install BMC Helix ITSM Insights for BMC Helix Dashboards to function correctly. However, we do not have this requirement now, and we have removed the details.

      Thanks,

      Poonam

      Oct 11, 2023 09:36
  2. Henri Retief

    Hi,

    I am using the Harbor registry to synchronize with BMC DTR. I have set HARBOR_REGISTRY_HOST=harbor.mydomain.com. While running HELIX_ONPREM_DEPLOYMENT, the first pod (which failed) in my cluster attempted to pull the image from harbor.mydomain.com/helixinnovationsuite/ar-db:22106-RTM. This is incorrect; it should be harbor.mydomain.com/bmc/ar-db:22106-RTM.

    Could anyone provide any suggestions to fix this error, where I can change this "helixinnovationsuite"?

    N.B.: The platform common services are deployed successfully from that registry.

    Thank you.

    Jan 16, 2024 04:05
    1. Poonam Morti

      Hi Henri,

      The REGISTRY_TYPE parameter value must be DTR. You may verify the REGISTRY_TYPE parameter value that you specified while running the HELIX_ONPREM_DEPLOYMENT pipeline.

      Thanks,

      Poonam

      Jan 17, 2024 04:48
  3. Balaji Kumbhar

    Hello - In the before begin section you mentioned "If you are performing a fresh installation of BMC Helix Service Management on Kubernetes 1.27, we recommend that you use BMC Helix Platform Common Services 23.4.00. Do not use the BMC Helix Platform Common Services version 23.2.02." So the confusion is if I am using kuberntes 1.27 version then can't I use the 24.1.00 version for common services.

    Apr 24, 2024 05:47
    1. Poonam Morti

      Hi Balaji,

      You can use the BMC Helix Platform Common services 24.1.00 version.

      You can find the supported BMC Helix Platform Common services versions information in the System requirements topic.

      Thanks,

      Poonam

      Apr 25, 2024 01:08