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This documentation supports the 22.1 version of BMC Helix Innovation Studio, which is available only to BMC Helix customers (SaaS).

To view an earlier version, select the version from the Product version menu.

BMC Helix Innovation Studio 22.1 Release notes and notices

Zero-downtime (ZDT) upgrade for BMC Helix Innovation Suite and applications

BMC Helix Innovation Suite platform and service management applications such as BMC Helix ITSM, BMC Helix Digital Workplace, BMC Helix Digital Workplace Catalog, and BMC Helix Business Workflows support zero-downtime upgrade.

Zero-downtime upgrade makes sure there is no downtime for your production system when BMC performs upgrade of your platform and applications. However, you might observe some issues intermittently, and you should avoid certain operations during the zero downtime upgrade.

Important

You can continue with the transactional user operations during the platform and applications upgrade such as creating tickets, creating tickets through REST APIs, searching tickets, and searching knowledge articles.

During an upgrade, a notification message appears in the BMC Helix Innovation Studio to inform you that the upgrade is in progress.

Limitations and cautions

You might encounter the following issues while an upgrade is in progress:

  • Network connections with AR System server might not work for some time.
  • You might experience slow performance.
  • You might observe the following issues intermittently once during platform restart for a short duration of time:
    • Session timeouts
    • UI errors
    • RSSO authentication failed error
    • 502 Bad Gateway
    • Invalid credentials
    • HTTP ERROR 404 Not Found

If you experience these issues, you can perform a refresh or login to the system and retry the operation after some time.

Operations to be avoided during a zero-downtime upgrade

When the zero-downtime upgrade is in progress, make sure you avoid the following operations:

ComponentsOperations to be avoided

BMC Helix Innovation Suite platform,

BMC Helix Innovation Studio applications,

and BMC Helix ITSM applications

  • Performing any administrative operations
  • Deploying and undeploying applications or libraries
  • Creating any approval rules or process or changing any approval configuration
  • Running any utility that performs administrative operations
  • Changing configuration settings by using the Centralized Configuration console
  • Restarting the secondary servers
  • Performing any AR System administrative functions
  • Performing Server Information configurations any time during the upgrade process
  • Making any ranking changes
  • Creating any AR Object Workflows by using Service Level management (SLM) or Business Rule Engine
  • Using any connection that uses the TCP port such as updating forms, escalations, active links, and other objects in Developer Studio.
Foundation data
  • Loading Foundation data
  • Changing Foundation data and onboarding of any user, group, or company
Mid Tier
  • Preloading or synchronization of Mid Tier cache
  • Manually restarting Mid Tier
  • Accessing database log files from the Logs Management console
BMC Helix CMDB
  • Accessing the Atrium Core Console
  • Performing BMC Helix CMDB administrative operations
BMC Helix Innovation Studio
  • Accessing the BMC Helix Innovation Studio Workspace tab as an administrator user
  • Accessing the pages in the Administration tab of BMC Helix Innovation Studio.
  • Creating and modifying the following definitions in BMC Helix Innovation Studio:
    • Records, Views, Processes, Rules
    • Associations, Named lists
    • Events, Event statistics, Web APIs
    • Documents 
    • Chatbots
    • Administration configurations
  • Running a process in the Manage processes page
BMC Helix Business Workflows
  • Configuring the following tasks:
    • Case Template Configuration changes that involve edits to dynamic data and task flow process change (Create, Update)
    • Task Template Configuration changes that involve edits to dynamic data and automated task process change (Create, Update)
  • Creating and editing an email custom process in an email configuration
  • Editing and copying a line of business view configuration
BMC Helix Digital WorkplaceAccessing approval records, Service Request Definition (SRD), and SB approvals in BMC Helix Digital Workplace
BMC Helix Multi-Cloud BrokerChanging the connector settings in BMC Helix Multi-Cloud Broker configuration
BMC Helix ITSM: Smart IT
  • Refreshing server cache and metadata
  • Performing any customization
  • Restarting Smart IT during the entire upgrade process
BMC Service Request Management
  • Creating BMC Service Request Management objects such as processes
  • Importing and exporting Service Request Definitions

Related topics

Known and corrected issues

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Last modified by Prachi Kalyani on May 04, 2023
zdt zero_downtime upgrade troubleshooting operations

Comments

  1. Roland Brã¼gger

    Hi, concerning "During an upgrade, a notification message appears in the BMC Helix Innovation Studio to inform you that the upgrade is in progress." - where would I see this message? - it would hep if you could add a screenshot on this page Thanks, Roland

    May 03, 2023 04:25
    1. Prachi Kalyani

      Hello Roland,

      We have added a screenshot that displays the notification message. 

      May 04, 2023 02:50
      1. Roland Brã¼gger

        Thanks a lot.

        May 05, 2023 05:26

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