Upgrading BMC Helix IT Service Management to 21.3.06

Patch update process

The following image describes the process to update your BMC Helix Innovation Suite platform and applications from 21.3.02, 21.3.04, or 21.3.05 to version 21.3.06.

Before you use BMC Helix Service Management 21.3.06 in your production environment, apply the BMC Helix Service Management 21.3.06 patch and test the update in your non-production environment.

Before you begin

• BMC Helix Service Management 21.3.06 requires Ingress Controller 1.2.0.
  Make sure that you either upgrade the Ingress Controller to version 1.2.0 or delete the previous version of Ingress Controller and then install Ingress Controller 1.2.0.
  

  Important

  During the Ingress Controller 1.2.0 installation, set the INGRESS_CLASS parameter value with the same value that you used in the previous version of the Ingress Controller.

• Verify that you have specified the Tenant parameter value while configuring the BMC Helix Single Sign-On realm. 
• If you are updating from 21.3.02 version, review the following changes:

  • Review the following changes to Support Assistant tool:

    Behavior in version earlier than 21.3.04	Behavior in version 21.3.04, 21.3.05, and 21.3.06
    Deployed in BMC Helix Logging namespace Required cluster administrator privileges for deployment Runs as a root user	Deployed in BMC Helix Innovation Suite namespace Does not require cluster administrator privileges for deployment Runs as a non-root user

  • If you already have the Support Assistant tool installed in BMC Helix IT Service Management 21.3.02 or earlier version, you must delete the older version of Support Assistant tool by using the following command:

    helm delete assisttool -n <BMC Helix Logging Namespace>

  • If you already have Fluentbit installed in BMC Helix IT Service Management 21.3.02 or earlier version, you must delete the older version of Fluentbit by using the following command:

    helm delete fluentbit -n <BMC Helix Logging Namespace>

• 
  
  • Configure the DNS for Support Assistant tool in your server domain so that you can access the tool by using the following URL format:
    <CUSTOMER_SERVICE>-<ENVIRONMENT>-supportassisttool.<CLUSTER_DOMAIN>
    For example: For example, if CUSTOMER_SERVICE=itsm, ENVIRONMENT=poc, and CLUSTER_DOMAIN=dsmlab.bmc.com, the Support Assistant tool URL will be itsm-poc-supportassisttool.dsmlab.bmc.com
    Use the customer service and environment values based on your BMC Helix Innovation Suite namespace.

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Task 1: To download the patch installation artifacts

1. Download the patch installation artifacts; see Downloading-the-installation-files.
2. Confirm access to the container images; see Setting-up-a-Harbor-repository.

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Task 2: To upgrade BMC Helix Platform

Upgrade BMC Helix Platform services to 23.2.02, 23.1.02, 22.4.00, or 22.2.01 version.

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Task 3: To update the Git repositories

1. Log in to BMC Deployment Engine that is the Jenkins server.

2. In your local Git repository, create a backup of the existing repositories.
   If you are updating BMC Helix Service Management from 21.3.02 version, create a backup of the following existing repositories:

   • ITSM_REPO
   • PLAYBOOKS_REPO
   • HELM_REPO
   • SMARTAPPS_HELM_REPO
   • CUSTOMER_CONFIGS

   If you are updating BMC Helix Service Management from 21.3.04 or 21.3.05 version, create a backup of the following existing repositories:

   • CUSTOMER_CONFIGS
   • HELM_REPO
   • ITSM_REPO
   • PLAYBOOKS_REPO
   • SMARTAPPS_HELM_REPO
   • SMARTREPORTING_PLAYBOOKS_REPO
   • SMARTREPORTING_HELM_REPO

   For example, create a backup of the ITSM_REPO, PLAYBOOKS_REPO, HELM_REPO, SMARTAPPS_HELM_REPO, and CUSTOMER_CONFIGS repositories located at ssh://<Jenkins server host name>/home/git/Git_Repo.

   Important

   • After creating a backup of the repositories, make sure that you delete the existing repository folders.
   • Make sure that you do not modify or change the location of the LIBRARY_REPO repository.
3. Copy the BMC_Remedy_Deployment_Manager_Configuration_Release_21306007.zip file that you downloaded from EPD to your existing local Git repository.
   For example, copy the BMC_Remedy_Deployment_Manager_Configuration_Release_21306007.zip file to the local Git repository located at ssh://<Jenkins server host name>/home/git/Git_Repo.

1. In the file system where the Git repository is located, unzip the BMC_Remedy_Deployment_Manager_Configuration_Release_21306007.zip file.

   For example, in the Git_Repo repository located at ssh://<Jenkins server host name>/home/git/Git_Repo, unzip the BMC_Remedy_Deployment_Manager_Configuration_Release_21306007.zip file.The BMC_Remedy_Deployment_Manager_Configuration_Release_21306007.zip file contains the following artifacts:

   • CUSTOMER_CONFIGS
   • HELM_REPO
   • ITSM_REPO
   • PLAYBOOKS_REPO
   • SMARTREPORTING_PLAYBOOKS_REPO
   • SMARTREPORTING_HELM_REPO
   • SMARTAPPS_HELM_REPO
2. Update the sizing templates for the Compact, Small, Medium, and Large deployment sizes.
   1. Copy the ITSM_REPO.zip file that you downloaded from EPD.

   2. Rename the existing ITSM_REPO by using the following command:

      mv ITSM_REPO ITSM_REPO_old

   3. Extract the ITSM_REPO.zip file by using the following command:

      unzip ITSM_REPO.zip

      After you unzip the file, the Git repository is replaced with the deployment size templates.

   4. Apply owner user permissions to the ITSM_REPO repository by using the following command:

      chown -R git:git ITSM_REPO

      Important

      The platform-sr, platform-int, and platform-user pods are not deployed with the Compact and Small deployment sizes. The HELIX_PLATFORM_DEPLOY pipeline only deploys the platform-fts pod with one replica for Compact deployment and two replicas for Small deployment.

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Task 4: To add deployment pipelines

1. Verify that the following deployment pipelines already exist in your Jenkins server:
   

   Pipeline	Repository URL	Branches to build	Script path
   HELIX_PLATFORM_UPDATE	ssh://git@<jenkins_server>/<GIT_REPO_DIR>/ITSM_REPO/itsm-on-premise-installer.git	*/master	pipeline/jenkinsfile/HELIX_PLATFORM_UPDATE.jenkinsfile
   HELIX_NON_PLATFORM_UPDATE	ssh://git@<jenkins_server>/<GIT_REPO_DIR>/ITSM_REPO/itsm-on-premise-installer.git	*/master	pipeline/jenkinsfile/HELIX_NON_PLATFORM_UPDATE.jenkinsfile
   HELIX_SMARTREPORTING_UPGRADE	ssh://git@<jenkins_server>/<GIT_REPO_DIR>/ITSM_REPO/itsm-on-premise-installer.git	*/master	pipeline/jenkinsfile/HELIX_SMARTREPORTING_UPGRADE.jenkinsfile
   HELIX_SMARTAPPS_DEPLOY	ssh://git@<jenkins_server>/GIT_REPO_DIR/ITSM_REPO/itsm-on-premise-installer.git	*/master	pipeline/jenkinsfile/HELIX_SMARTAPPS_DEPLOY_ONPREM.jenkinsfile

2. If the deployment pipelines exist in your Jenkins server, run the HELIX_PLATFORM_UPDATE, HELIX_NON_PLATFORM_UPDATE, HELIX_SMARTREPORTING_UPGRADE, and HELIX_SMARTAPPS_DEPLOY pipelines in dry-run mode so that the pipeline parameters that are updated in 21.3.06 version are reflected.
   
   1. On the Jenkins server, select the pipeline.
      For example, on the Jenkins server, select the HELIX_NON_PLATFORM_UPDATE pipeline.
   2. In the navigation pane, select the latest build and click Build with Parameters > Build.
   3. Click Rebuild.
      After you rebuild the pipeline, the updated parameters for the pipeline are reflected.
      To confirm that the pipeline is updated with the new parameters, click on Build with Parameters and check if ONPREM checkbox is present.
3. If any of the deployment pipelines are not present in your Jenkins server, add the pipeline by performing the following steps:
   

1. 
   
   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.
      Example: HELIX_PLATFORM_UPDATE.
   4. Select Pipeline and click OK.
   5. Click the Pipeline tab.

   6. Enter the following information:

      1. From the Definition list, select Pipeline script from SCM.
      2. From the SCM list, select Git.
      3. 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.
      4. Enter the Git server credentials.
      5. Specify the script path.
         Example: pipeline/jenkinsfile/HELIX_PLATFORM_UPDATE.jenkinsfile.

      The following image shows an example:
      

   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 job fails because it needs to run the first time to load all the parameters of the pipeline script. 
   9. After the build job fails, select the pipeline name again from the Jenkins home page.
      The Build Now option changes to Build With Parameters.

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Task 5: To upgrade BMC Helix Innovation Suite platform and applications

To upgrade the platform and applications, update the deployment pipelines, specify the required parameters, and run the pipelines.

To update the deployment pipelines

1. Update the HELIX_ONPREM_DEPLOYMENT pipeline so that the updated parameters for the pipeline are reflected.
   1. On the Jenkins server, select the HELIX_ONPREM_DEPLOYMENT pipeline.
   2. In the Build History, select the latest build and click Rebuild.
   3. In the INFRA-DEPLOY section, uncheck the SUPPORT_ASSISTANT_TOOL check box.
   4. In the PRODUCT-DEPLOY section, uncheck the check boxes for all the options.
   5. Click Rebuild.
      After you rebuild the pipeline, the updated parameters for the pipeline are reflected.
2. Update the HELIX_GENERATE_CONFIG pipeline so that the updated parameters for the pipeline are reflected. 
   1. On the Jenkins server, select the HELIX_GENERATE_CONFIG pipeline.
   2. In the Build History, select the latest build and click Rebuild.
   3. Click Rebuild.
      After you rebuild the pipeline, the updated parameters for the pipeline are reflected.

To run the HELIX_ONPREM_DEPLOYMENT pipeline

1. Select the HELIX_ONPREM_DEPLOYMENT pipeline, select the latest build, and click Rebuild.

2. In the CODE section, specify the following parameter:

   Parameter	Description
   GIT_USER_HOME_DIR	Git user home directory. Example: /home/git

3. If you are updating from 21.3.02 version and you want to update the BMC Helix ITSM: Smart Reporting application, in the CODE section, specify the following parameters:

   Parameter	Description
   SMARTREPORTING_PLAYBOOKS_REPO	Git repository for the Smart Reporting application pipeline. Example: ssh://<Jenkins server host name>/home/git/Git_Repo/SMARTREPORTING_PLAYBOOKS_REPO/smartreporting-deploy-playbooks.git
   SMARTREPORTING_HELM_REPO	Repository URL to check out Helm charts for  Smart Reporting application. Example: ssh://<Jenkins server host name>/home/git/GIT_REPO/SMARTREPORTING_HELM_REPO/smartreporting-containerization-certified.git

   Important

   After you perform the update, BMC Helix ITSM: Smart Reporting version is updated to the following version based on the BMC Helix Innovation Suite version from which you are updating to BMC Helix Innovation Suite 21.3.06:

   BMC Helix IT Service Management earlier version	Smart Reporting is updated to version
   21.3.02	21.3.03 Hotfix 6
   21.3.04 fresh installation	21.05.03 Hotfix 9
   21.3.04 updated from 21.3.02	21.3.03 Hotfix 6
   21.3.05	No update required

4. In the CUSTOMER-INFO section, specify the following parameters:

   Parameter	Description
   OS_RESTRICTED_SCC	Select this check box if you are using an Openshift cluster and have restricted security context constraints enabled.
   IS_NAMESPACE	Specify the namespace where you want to install BMC Helix Innovation Suite.
   CACERTS_FILE	Click Browse and upload your custom cacerts file. Important: If you used a custom cacerts file in a BMC Helix Service Management version earlier than 21.3.06, upload the custom cacerts file to this parameter. 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 to communicate with third-party services that use custom cacerts. Important: Make sure that you use the same custom certificate in BMC Helix Innovation Suite and BMC Helix Platform.  For information about creating a custom cacerts file and ways to apply a custom cacerts file, see Applying-security-certificates-to-your-applications.
   CUSTOMER_SIZE	Specify the deployment size such as, Compact, Small, Medium, or Large. Enter the value as C, S, M, or L. Important: Make sure that you select the appropriate deployment size. Before applying the patch, the deployment size is C - Compact by default. During update, you can continue to use compact size by specifying the value as C or another size according to your requirement.
   SOURCE_VERSION	Specify the source version of the Helm repositories: If your BMC Helix Innovation Suite platform source version is 21.3.02, select 2021302.1.00.00 If your BMC Helix Innovation Suite platform source version is 21.3.04, select 2021304.1.00.00 If your BMC Helix Innovation Suite platform source version is 21.3.05, select  2021305.1.05.00 If your BMC Helix Innovation Suite platform source version is 21.3.06, select  2021306.1.00.00
   PLATFORM_HELM_VERSION	Specify the target version of the Helm repositories as 2021306.1.07.00
   SMARTREPORTING_SOURCE_VERSION	Select the source version of the Helm repositories for BMC Helix ITSM: Smart Reporting application: If your Smart Reporting source version is 21.3.02, select 2021302.1.00.00 If your Smart Reporting source version is 21.3.03, select 2021303.1.03.00 If your Smart Reporting source version is 21.05.03, select 210503.1.05.00 Important: Specify the parameter value if you want to updateSmart Reporting. (Optional) To find the Smart Reporting source version, run the following command: helm ls -n <BMC Helix Innovation Suite namespace> and check the value of smartreporting-<BMC Helix Innovation Suite namespace> Sample output smartreporting-21.05.03 In this example, specify the SMARTREPORTING_SOURCE_VERSION value as 210503.1.05.00
   SMARTAPPS_HELM_VERSION	Specify the version of the Helm repositories for applications as 2021306.1.06.00
   DEPLOYMENT_MODE	Specify the value as UPDATE.

5. (Optional) If you are updating from 21.3.02 version, in the PRODUCTS section, specify the following parameters:

   Parameter	Description
   HELIX_VIRTUALCHAT	Select this check box to install BMC Live Chat.
   HELIX_OPENFIRE	Select 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.
   HELIX_MCSM	Select this check box to install BMC Helix Multi-Cloud Broker.
   HELIX_ITSM_INSIGHTS	Select this check box to install BMC Helix ITSM Insights.

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

   Parameter	Description
   SUPPORT_ASSISTANT_TOOL	Select this option to install the Support Assistant tool.
   SIDECAR_SUPPORT_ASSISTANT_FPACK	Important: If you select the SUPPORT_ASSISTANT_TOOL option, select this option to install the Support Assistant tool sidecar container. The Support Assistant tool is deployed as a sidecar container and runs as a non-root user. The Support Assistant tool deployment requires namespace- level permissions.
   SUPPORT_ASSISTANT_CREATE_ROLE	Important: Select this check box to use a default role when installing the Support Assistant tool. Skip this option if the Support Assistant tool is already installed in the BMC Helix Innovation Suite namespace. 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. Skip this option if Support Assistant tool is already installed in the IS Namespace. 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 and the custom role is assigned to the account by using the role binding permission.
   SIDECAR_FLUENTBIT	Select this parameter to install Fluent Bit. Fluent Bit is deployed as a sidecar container and runs as a non-root user.

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

   Parameter	Description
   HELIX_GENERATE_CONFIG	Select this check box.
   HELIX_PLATFORM_DEPLOY	Select this check box to update the platform components, such as Mid Tier and BMC Helix CMDB.
   HELIX_SMARTREPORTING_DEPLOY	Select this check box to update BMC Helix ITSM: Smart Reporting.
   HELIX_NONPLATFORM_DEPLOY	Select this check box to update BMC Helix ITSM: Smart IT and BMC Live Chat.
   HELIX_SMARTAPPS_DEPLOY	Select this check box to update the following applications: BMC Helix ITSM, BMC Helix Digital Workplace Catalog, BMC Helix Digital Workplace,  BMC Helix Business Workflows, and BMC Helix Multi-Cloud Broker.
   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. Important: Select this option if you have not activated the following services in earlier version of BMC Helix Service Management.
   HELIX_DR	Do not select this option.
   SCALE_DOWN	Do not select this option.

   Important

   Make sure that you do not select the HELIX_CONFIGURE_ITSM, HELIX_POST_DEPLOY_CONFIG, HELIX_DR, and SCALE_DOWN check boxes.

8. In the DATABASE_REGISTRY_STORAGE_PASSWORDS_SECRETS_DETAILS section, specify the following parameters:

   Parameter	Description
   AR_ADMIN_USER	Action Request System administrator user name.
   AR_ADMIN_PASSWORD	Password for Action Request System administrator user. To update the password, click Change Password.
   PLATFORM_ADMIN_PLATFORM_EXTERNAL_IPS	Specify the IP address that you specified as the external IP for the platform-admin-ext service. The external IP must be in JSON list format within square brackets, such as [10.x.x.x].

9. In the RSSO_PARAMETERS section, specify the following parameter:

   Parameter	Description
   TENANT_DOMAIN	Specify the value of the Tenant parameter that you specified while configuring the BMC Helix Single Sign-On realm.

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

    Parameter	Description
    HELIX_PLATFORM_DOMAIN	Domain name of the cluster where BMC Helix Platform is installed.
    HELIX_PLATFORM_CLUSTER	Cluster name where BMC Helix Platform is installed.
    HELIX_PLATFORM_NAMESPACE	Namespace where BMC Helix Platform is installed.
    HELIX_PLATFORM_KUBECONFIG_CREDENTIAL	Jenkins credential ID that contains the kubeconfig file for the Kubernetes cluster where BMC Helix Platform is installed. If you have installed BMC Helix Platform on one cluster and you are installing BMC Helix Service Management on another cluster, add BMC Helix Platform cluster kubeconfig file as a credential in your Jenkins server. Learn about configuring a kubeconfig file at Setting-up-BMC-Deployment-Engine.
    HELIX_PLATFORM_CUSTOMER_NAME	Registered tenant in BMC Helix Platform.
    ITSM_USER	User name to log in to BMC Helix ITSM. Use the hannah_admin user.
    ITSM_Password	Password for  BMC Helix ITSM user. Use the hannah_admin user password.

11. Click Rebuild.
    The HELIX_ONPREM_DEPLOYMENT pipeline updates the platform and applications.

After successful completion of the HELIX_ONPREM_DEPLOYMENT pipeline, verify the platform and application component pods are running by using the following command:

The following image shows an example:

The following video clip shows how to run the HELIX_ONPREM_DEPLOYMENT pipeline:

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(Optional) Task 6: To upgrade the Kubernetes platform

After you upgrade BMC Helix Service Management to 21.3.06 version, upgrade your Kubernetes platform to version 1.22 or 1.23.

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Rollback deployment

During upgrading BMC Helix Service Management from 21.3.04 Hotfix 5 to 21.3.06 version, if any of the HELIX_PLATFORM_DEPLOY, HELIX_NONPLATFORM_DEPLOY, or HELIX_SMARTAPPS_DEPLOY pipelines fail, you can rollback back to the last successful deployed version of the platform and applications by using the rollback option. When a pipeline fails, the rollback option is displayed on the pipeline output console and on the pipeline stage view as shown in the following images:

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Where to go from here

Performing-the-postinstallation-configurations