BMC Helix IT Operations Management (BMC Helix ITOM) deployment is the process of managing the provisioning, capacity, cost, performance, security, and availability of infrastructure and services. By using container images, you can perform a fresh deployment of BMC Helix IT Operations Management in your on-premises environment.

Learn more about installation in the Deployment overview.

Release notes and notices
updated 21 Jun

Learn what’s new or changed for the installation and deployment of BMC Helix IT Operations Management (BMC Helix ITOM), including new features, urgent issues, documentation updates, and fixes or patches. 

The release notes in this documentation are specific to the installation and upgrade of BMC Helix IT Operations Management. For complete release notes, refer to the product documentation of the respective component.

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Related topics

Known and corrected issues

Downloading the deployment manager

BMC Helix Operations Management Release notes and notices Open link

BMC Helix Intelligent Integrations Release notes and notices Open link
Support information

DateSummaryReference
May 9, 2024

The BMC Helix ITOM 24.2.00 release introduces the following new features and enhancements:

  • Support for the following technology stacks:
    • Kubernetes version 1.29
    • OpenShift version 4.15
    • Nginx Ingress Controller version 1.9.6
    • PostgreSQL version 15.5
  • PostgreSQL migration utility to migrate data from PostgreSQL database version 12.9 to 15.5
  • Automatic generation of anomaly events by setting the value of the AUTOANAMOLY parameter to yes.

24.2.00 enhancements and patches


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Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

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  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
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Planning

 

As an IT architect or system administrator, you can plan your fresh deployment of BMC Helix IT Operations Management and choose the best deployment method. Plan your environment and pre-deployment activities.

Deploying

 

As a system administrator, prepare for the deployment of BMC Helix IT Operations Management by using containers and perform the post-deployment tasks.


Administering

 

As a system administrator, use the tctl utility to administer and manage BMC Helix IT Operations Management.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.
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FAQs

Here are some answers to the most frequently asked questions about the BMC Helix IT Operations Management containers.

BMC Helix Operations Management


Yes, please contact BMC Support.


Yes, please contact BMC Support.


Yes, please contact BMC Support.


Yes, please contact BMC Support.


Yes, please contact BMC Support.


See,  Migrating PATROL Agents from TSOM to BHOM Open link and Migrating PATROL Agents Open link in the BMC PATROL Agent for BMC Helix Operations Management documentation.


See,  BMC PATROL Agent Open link documentation.


See,  Monitoring solutions in BMC Helix Operations Management Open link in the BMC Infrastructure Management-PATROL Repository documentation.



Yes, we have documented an example using Squid. However, you can utilize your own forward proxy. Discuss it with your Network Administrator.

For more information, see  Configuring a Squid proxy server Open link in the BMC PATROL Agent for BMC Helix Operations Management documentation.


BMC Helix Intelligent Integrations


You can achieve high availability for the on-premises gateway by deploying it in an active-passive high availability configuration. The MinIO instance available in the BMC Helix IT Operations Management on-premises deployment is used as the backup and restore location of the on-premises gateway.

For more information, see Configuring the on-premises gateway for high availability Open link in the BMC Helix Intelligent Integrations documentation.


Certificates


Yes, for more information, see Using custom CA signed certificates.


  1. Create a certificate signing request (csr) file by using OpenSSL.
  2. Submit the file <your.domain.com>.csr to your CA and request a signed certificate.
  3. Import the CA's reply.


Disaster recovery


Perform the following steps on the standby site:

  1. To get the MinIO Ingress rule, run the following command:

    kubectl -n <namespace> get ing | grep ^minio

    <namespace> is the namespace where you deployed BMC Helix ITOM.
    Sample output:

    # kubectl -n ITOM-namespace get ing | grep ^minio
    minio                                                  <none>   serta-minio.adeonprem.bmc.com       172.20.112.175                      80      20d
    minio-api                                              <none>   serta-minio-api.adeonprem.bmc.com   172.20.112.175                      80      20d
    #
  2. Create new MinIO Ingress rules for minio and minio-api.
    For example:  
    serta-minio-India.adeonprem.bmc.com 
    serta-minio-India-api.adeonprem.bmc.com
  3. Use new MinIO Ingress rules to define the URL for the MinIO on the secondary site for replication.

DR requires additional storage and CPU/Memory resources for backups.
See Sizing and scalability considerations for additional resources required for DR.


DR is supported from version 23.4.00, but the most recommended version is 24.2.00.


See the Sizing and scalability considerations for additional resources required for DR.
Important: The actual storage requirement depends on the stack and data. Hence, further fine-tuning might be required. 


No, NFS is not a supported storage provider for DR.
NFS does not provide the required performance support. Also, the PVC size increments are not supported for NFS-backed storage.



Both primary and standby sites should be deployed with the same resources and sizing.
See Configuring disaster recovery.


It takes about 30 minutes to enable backup. This process restarts storage components such as MinIO, PostgreSQL, and VictoriaMetrics.
Though you don’t require explicit downtime, we recommend enabling the backups during low-load conditions.


DR is configured to run a single full backup in a day, and the rest will be incremental backups.
No major performance impacts were observed during backups performed in BMC’s test labs.


The first backup is a full backup and will take longer than the incremental backups. Therefore, we recommend that you enable the backups during low-load hours.


You can enable backups without a standby site, but backups will be stored on the local cluster and will not provide any protection against cluster failure. 


No. Currently, PITR is not supported by DR.

There are a few manual steps required apart from modifying the disaster-recovery.config file.
See Configuring disaster recovery for detailed steps.


Yes, disaster-recovery.config file serves as an input file for DR configurations.


See “To configure data backup on the primary site” in the Configuring disaster recovery topic.


No, currently we do not support backup of specific components.


Configuring backups for DR takes around 15-30 minutes, depending upon the cluster size.


As part of the configuration, you must provide a backup interval in hours (DR_BACKUP_INTERVAL_IN_HOUR). All the backups are scheduled based on the cron scheduling format.
For example, if you set the value of the DR_BACKUP_INTERVAL_IN_HOUR parameter to 1 hour, data backup is performed at the start of every hour according to the cron schedule (0 */1 * * *).


If your current cluster time is 2:15 P.M. on November 2, and you set the value of the DR_BACKUP_INTERVAL_IN_HOUR parameter as 1 hour

  1. The first backup will occur at 3:00 P.M. This backup will be a complete data backup.
  2. Subsequent backups will occur at 4.00 P.M., 5.00 P.M., 6.00 P.M., and so on. These backups will be incremental.
  3. At 3:00 P.M. on November 3, a complete data backup will occur.

If a backup fails, an email gets triggered to the operator’s email ID specified during the stack deployment.
You can also find the backup status from MinIO. See the <bucket name>/<site name>/backupStatus/backup.log file for backup status and logs.


For successful backups, you will not get any notification. If a backup fails an email notification is sent to the operator’s email ID that was defined during stack deployment.


Go to the Object Browser on the MinIO console to check the data size uploaded to MinIO.  To check the actual storage utilization, go to the Monitoring tab on the MinIO console.


Yes, you can disable backups. For more information, see Configuring disaster recovery.


Yes, you can set the retention period in the disaster-recovery.config file. For more information, see Configuring disaster recovery.


Data backup is automatically disabled during an upgrade. You must enable backups after the upgrade. For more information, see Configuring after upgrade.

Before applying a hotfix, you must disable the data backup.


Backups may fail due to multiple reasons. Please check back.log and take appropriate action. 



After installing or upgrading BMC Helix ITOM on the standby site, scale down the application pods to reduce the resource requirement during unused periods. 


You must first upgrade the primary site. After completing the first full backup on the primary site, you must upgrade the standby site.


No explicit steps are required for upgrading the primary site. However, it is mandatory to disable the backups before upgrading the primary site, because an upgrade might hamper the overall performance.
For more information, see Configuring after upgrade.


No, it is not mandatory to keep the standby site in the scale-down mode. 
Keeping the standby site in the scale-down mode will reduce the overall requirement of resources during unused periods.


To scale up, go to helix-on-prem-deployment-manager/utilities/disaster-recovery/dr-scale and run the command ./product_scale.sh up .
To scale down, go to helix-on-prem-deployment-manager/utilities/disaster-recovery/dr-scale and run the command ./product_scale.sh down.
For more information, see Configuring disaster recovery.


Make sure that the secondary MinIO is reachable from the primary MinIO. Modify the minio and minio-api ingress as described in the “Replication from the primary site to the standby site” section in the Configuring disaster recovery topic.


See “Replication from the primary site to the standby site” in the Configuring disaster recovery topic.


For data replication, we leverage MinIO’s bucket replication feature because it supports replication to AWS S3.
Though it is possible to replicate the data to AWS S3, it is not explicitly tested by BMC.


A simple check would be to validate that the object count or size present on both the primary and standby sites is the same. Detailed checks can be done by using the MinIO client.


Before starting the restore process, it is important to make sure that the data is available in MinIO and that the standby site runs on the same version of BMC Helix ITOM as the primary site.
The restore process will validate the version before proceeding.



You don't need to perform manual scaling operations; the restore operation will handle it automatically.


No, both primary and standby sites must have the same version of BMC Helix ITOM.
If the version is different, the restore operation will not continue.


After a successful restore, you can delete data from MinIO to free up the space.


You must enable backups on the standby site after the restore is complete.



Enablement 



Yes, for more information see  Success Subscriptions Open link .


Yes, see  BMC Education Subscription Services Open link BMC Helix On-Premises IT Operations Management Container Deployment: Essential Subscription Open link , and  BMC Helix On-Premises IT Service Management Container Deployment: Essential Subscription Open link


Health check


See,  BMC Helix onprem installation health check tool Open link .


Kubernetes


High availability is achieved through Kubernetes, which uses virtual services to load balance application pods across the cluster.

High availability is enabled for all but the compact sized deployments using multiple pods for each service.

For more information about system usage profiles, see Sizing and scalability considerations.


The Nginx Ingress controller is used to route requests to the appropriate services and pods within the cluster. Network load balancing is used to distribute the load of incoming requests across multiple nodes.


Where appropriate both readiness and liveness probes are defined in BMC images.


No, currently only Ingress NGINX is supported.


BMC Helix Logging is not available if you install BMC Helix ITOM version 23.2.02 or upgrade to BMC Helix ITOM 23.2.02 from an earlier version.
For an alternate method to view logs, see Why is Helix Logging not available in ITOM Deployment version 23.2.02? Open link .


BMC provides deployment software automation and does not support Webhooks or CI/CD pipelines.


BMC does not use "latest" tags and uses versions wherever possible.


BMC software supports air-gapped deployments from a local registry which has been synchronized with the BMC containers.bmc.com.

For more information, see Setting up a Harbor registry in an air-gapped environment and synchronizing it with BMC DTR.


We set default requests and limits for all services. 


Migration


Yes, see

Converting PATROL Agent Pconfig rules to Policy Managment Open link

Migrating TSOM Infrastructure Policies to BHOM with the bhompolicymigrator Open link

Migrating PATROL Agents from TSOM to BHOM Open link

Managing BHOM with the bhomadmin toolkit Open link


Yes, you must do it manually.


Network


Yes, all DNS aliases must be set up before the installation and should resolve to the network load balancer.

For more information, see Load balancer requirements.


For local testing purposes, we have used an F5 load balancer. 
You can use your existing vendor-specific load balancer. You must make sure the DNS resolution and lookups are working fine. 

For more information, see Load balancer requirements.


The Static IP is a requirement for the common services and not for BMC Discovery. 
To get Static IP reach out to the in-house IT team to generate or assign for the environment.
 
The IP requirements are for the load balancer and the DNS. If we have a Static IP then making and maintaining configuration changes becomes less cumbersome when compared to maintaining a DHCP setup. 



See, Network ports


On-premises deployment





Perform these steps if you forget the encryption password or if you need to change it:

  1. Delete the common/certs/secret.config and common/certs/secretkey.json files.
  2. Create the secrets.txt file.
  3. Run the deployment manager again.
    Important
    If you do not delete the secret.config file and create a new secrets.txt file, the deployment manager deletes the new secrets.txt file and proceeds with the deployment. Therefore, make sure that you delete the secret.config and secretkey.json files.




Yes, we do support a single Helix portal with BMC Helix ITSM and BMC Helix ITOM.

Please raise a case with BMC Support to help you confirm requirements.


Security


We recommend that you update default passwords for VMs, databases, and products to be compliant with your security policy to prevent any security issues. 


Yes, we do. However, if you find any subsequent security vulnerabilities, please raise a case with BMC support.


We use our own canonical container images which use a bmcuser in the majority of cases. We will not be able to align with the base container images used by customers as these can vary widely.

For data layer services (such as Kafka, Postgres, and ElasticSearch), we use Community Edition containers which include all default users and libraries. We might amend these images if we identify security exceptions but otherwise, they are unaltered.


Sizing



Software


Please contact the BMC Account Manager.



No, BMC Helix ITOM does not utilize Jenkins to deploy the product.


No, we do not provide a Docker manifest for container images.


Supported versions are detailed in the product documentation. You may encounter issues with unsupported versions.


 

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