Upgrading BMC Helix Service Management to 21.3.10

Upgrade process

The following image describes the process to upgrade your BMC Helix Innovation Suite platform and applications from version 21.3.02, 21.3.04, 21.3.05 or 21.3.06 to 21.3.10:

Before you begin

• If you are using an Oracle database, make sure that you are using Oracle database 19.16 version.
• 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, 21.3.06, and 21.3.10
    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 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 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.

• Confirm that the platform-admin-ext service has the EXTERNAL-IP value configured by using the following command:

  kubectl get svc -n <BMC Helix Innovation Suite namespace>

  If the command output does not display any IP address for the platform-admin-ext service, the EXTERNAL-IP is not configured. Configure the EXTERNAL-IP by running the following command in the Jenkins server:

  kubectl patch service platform-admin-ext -n <namespace> -p '{"spec":{"externalIPs":["'<IP address of your Kubernetes cluster worker node>'"]}}'

  For example:

  kubectl patch service platform-admin-ext -n <namespace> -p '{"spec":{"externalIPs":["'172.10.101.123'"]}}'

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Task 1: To download the upgrade artifacts

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

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Task 2: To upgrade the Kubernetes platform

If you are using Kubernetes platform earlier than version 1.23, upgrade your Kubernetes platform to version 1.23, 1.24, or 1.25.

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Task 3: To upgrade the Ingress controller

Upgrade the Ingress version based on the Kubernetes platform version that you want to use. Supported Ingress controller versions are as follows:

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Task 4: To upgrade Helm

Upgrade Helm to version 3.11.

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Task 5: To delete the Helm revision secrets of the Kubernetes CronJob

1. Run the following commands to export the kubectl and Helm binary:

   export KUBECTL_BIN=<path of KUBECTL_BIN>
   
   export HELM_BIN=<path of HELM_BIN>

   Copy the path of KUBECTL_BIN and HELM_BIN from the infra.config file. 

2. Download the Cronjob_helm_revision_delete.shscript.

3. Run the Cronjob_helm_revision_delete.sh script to delete the helm revision secrets of the CronJob in the BMC Helix Platform namespace.
   

   ./Cronjob_helm_revision_delete.sh <BMC Helix Platform namespace>

4. Run the Cronjob_helm_revision_delete.sh script to delete the helm revision secrets of the CronJob in the BMC Helix Service Management namespace.
   

   ./Cronjob_helm_revision_delete.sh <BMC Helix IT Service Management namespace>

Task 6: To upgrade BMC Helix Platform

Perform the steps to upgrade to BMC Helix Platform services version 23.2.02 based on your current BMC Helix Platform services version:

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Task 7: To update the Git repositories

1. Log in to the BMC Deployment Engine as a Git user.
   
2. In your local Git repository, 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_21.3.10.zip file that you downloaded from EPD to your existing local Git repository.
   For example, copy the BMC_Remedy_Deployment_Manager_Configuration_Release_21.3.10.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_21.3.10.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_21.3.10.zip file.The BMC_Remedy_Deployment_Manager_Configuration_Release_21.3.10.zip file contains the following artifacts:

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

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Task 8: 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_SMARTAPPS_DEPLOY	ssh://git@<jenkins_server>/<GIT_REPO_DIR>/ITSM_REPO/itsm-on-premise-installer.git	*/master	pipeline/jenkinsfile/HELIX_SMARTAPPS_DEPLOY.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

2. (Deployment pipelines exist) Run the HELIX_ONPREM_DEPLOYMENT, HELIX_GENERATE_CONFIG, and HELIX_ITSM_INTEROPS pipelines in dry-run mode so that the pipeline parameters that are updated in 21.3.10 version are reflected.
   
   1. On the Jenkins server, select the pipeline.
      For example, on the Jenkins server, select the HELIX_GENERATE_CONFIG pipeline.
   2. In the navigation pane, select the latest build and select Build with Parameters > Build.
   3. Click Rebuild.
      After the pipeline is rebuilt, the updated parameters for the pipeline are reflected.
      To verify that the pipeline is updated with the new parameters, click Build with Parameters and check that the ONPREM check box is present.
3. Perform the following steps to add the pipeline:

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:

      Field	Description
      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. Example: pipeline/jenkinsfile/HELIX_PLATFORM_UPDATE.jenkinsfile.

      The following image shows an example:
      

   7. Click Apply and then Save.
   8. From the Jenkins home page, select the pipeline and 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 9: 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.
   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, clear the SUPPORT_ASSISTANT_TOOL check box.
   4. In the PRODUCT-DEPLOY section, clear the check boxes for all the options.
   5. Click Rebuild again.
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 Build History, select the latest build and click Rebuild.
   3. Click Rebuild again.
      After the pipeline is rebuilt, the updated parameters for the pipeline are reflected, such as the GIT_REPO_DIR parameter.
3. Update the HELIX_INTEROPS_DEPLOY pipeline so that the updated parameters for the pipeline are reflected. 
   1. On the Jenkins server, select the HELIX_INTEROPS_DEPLOY pipeline.
   2. In Build History, select the latest build and click Rebuild.
   3. Click Rebuild again.
      After the pipeline is rebuilt, the updated parameters for the pipeline are reflected, such as the OS_RESTRICTED_SCC parameter.

To run the HELIX_ONPREM_DEPLOYMENT pipeline

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

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

   Parameter	Description
   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

3. 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 have 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 platform 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.
   PLATFORM_COMMON_CACERTS_SSL_TRUSTSTORE_PASSWORD	Specify a password for your cacerts file. Leave this field blank if you want to use the default password for the cacerts file.
   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. The deployment size is C - compact by default. During upgarde, 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 2021306.1.07.00
   PLATFORM_HELM_VERSION	Specify the target version of the Helm repositories as 2021310.1.00.00
   SMARTREPORTING_SOURCE_VERSION	Specify the SMARTREPORTING_SOURCE_VERSION value as: 210503.1.09.00 if you are upgrading BMC Helix Service Management from version 21.3.05 or 21.3.06. 2021303.1.05.00 if you are upgrading BMC Helix Service Management from version 21.3.05 and you had performed a BMC Helix Service Management upgrade from 21.3.02 to 21.3.05 earlier. 210503.1.05.00 if upgrading BMC Helix Service Management from version 21.3.04. 2021302.1.00.00 if you are upgrading BMC Helix Service Management from the version 21.3.02. Important: Specify the parameter value if you want to upgrade Smart Reporting.
   SMARTAPPS_HELM_VERSION	Specify the version of the Helm repositories for applications as 2021310.1.00.00
   DEPLOYMENT_MODE	Specify the value as UPDATE.

4. 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.
   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.
   HELIX_SMARTAPPS_FAS	Select this check box to install BMC Helix Portfolio Management.
   HELIX_DRIFT_MANAGEMENTPLUGIN	Select this check box to install Drift Management.
   HELIX_CLAMAV	Select this check box to install Clam AntiVirus.

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

   Parameter	Description
   HELIX_GENERATE_CONFIG	Select this check box.
   HELIX_SMARTREPORTING_DEPLOY	Select this check box to upgrade BMC Helix ITSM: Smart Reporting.
   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 check box if you have not activated the above services in an earlier version of BMC Helix Service Management.
   HELIX_FULL_STACK_UPGRADE	Do not select this check box.
   HELIX_DR	Do not select this check box.
   SCALE_DOWN	Do not select this check box.
   HELIX_RESTART	Do not select this check box.

   Important

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

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

   Parameter	Description
   AR_ADMIN_USER	Specify the Action Request System administrator user name.
   AR_ADMIN_PASSWORD	Specify the 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].
   ENABLE_PLATFORM_INT_NORMALIZATION	Select this check box to start the Normalization service on the platform-int pod.
   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 This parameter is optional.
   LOGS_ELASTICSEARCH_HOSTNAME	Specify the Elasticsearch service name that is running on the BMC Helix Platform namespace.
   LOGS_ELASTICSEARCH_TLS	Select this check box.
   LOGS_ELASTICSEARCH_PASSWORD	Specify the password that you provided for Kibana in the secrets.txt file while you were installing BMC Helix Platform service.
   MIDTIERCACHEBUILDER_TRIGGER_PRELOAD	Select this check box 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.
   AR_DATETIME	Specify the Action Request System date and time format to use: DD.MM.YYYY HH:MM:SS (24-hour) DD/MM/YY HH:MM:SS (12-hour) DD/MM/YY HH:MM:SS (24-hour) DD/MM/YY HH:MM:SS AM|PM DD/MM/YYYY HH:MM:SS (12-hour) DD/MM/YYYY HH:MM:SS (24-hour) DD/MM/YYYY HH:MM:SS AM|PM MM/DD/YYYY HH:MM:SS (24-hour) If you do not specify any value, the default system date and time is assigned.
   AR_TIMEZONE	Specify the Action Request System time zone to use. See the supported time zone values. If you do not specify any value, the default system time zone is assigned.

7. 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.

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

   Parameter	Description
   HELIX_PLATFORM_DOMAIN	Specify the domain name of the cluster where BMC Helix Platform is installed.
   HELIX_PLATFORM_NAMESPACE	Specify the namespace where BMC Helix Platform is installed.
   HELIX_PLATFORM_CUSTOMER_NAME	Specify the registered tenant in BMC Helix Platform.

9. Click Rebuild.
   The HELIX_ONPREM_DEPLOYMENT pipeline upgrades the platform and applications.

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

    kubectl get pod -n <namespace>

    The following image shows an example:
    

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To restart the application pods

1. In the HELIX_ONPREM_DEPLOYMENT pipeline, in the Build History section, select the last build, and click Rebuild.
2. Make sure that the parameter values that you specified in the build that you used to upgrade BMC Helix Service Management are present.
3. In the PRODUCT-DEPLOY section, select the HELIX_RESTART option.
   Make sure that you do not select any other options in the section.

1. Click Rebuild.
   The HELIX_ONPREM_DEPLOYMENT pipeline restarts all the application pods.

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Where to go from here

Performing-the-postinstallation-configurations