This documentation supports an earlier version of BMC Helix IT Service Management on-premises deployment. To view the documentation for the latest version, select 23.3.04 from the Product version picker.


Upgrading BMC Helix IT Service Management to 23.3.01

Before you use the BMC Helix Service Management products, BMC recommends that you upgrade the products to the latest version. For details about the latest updates and corrected issues, see Release-notes-and-notices.

Before you use BMC Helix Service Management 23.3.01.002 in your production environment, test BMC Helix Service Management 23.3.01.002 in your non-production environment.


Related topics

System-requirements

Troubleshooting-upgrade-and-pipeline-failure-issues

Installing


Important

  • If you are using Kubernetes platform earlier than version 1.24, you must upgrade your Kubernetes platform to version 1.24, 1.25, 1.26, 1.27, 1.28, or 1.29.
    Make sure that you first upgrade the Kubernetes platform and then upgrade BMC Helix Service Management to 23.3.01.002.

  • Zero-downtime (ZDT) upgrade is supported by default during an update of BMC Helix Innovation Suite and applications from version 21.3.x or 22.1.x to 23.3.01.002
    For information about operations to avoid during the zero-downtime upgrade, see Zero-downtime upgrade for BMC Helix Innovation Suite and applications in the BMC Helix Innovation Suite documentation.

  • After you upgrade BMC Helix Service Management to version 23.3.01.002, the platform-sr, platform-int, and platform-user pods are not deployed with the Compact and Small deployment sizes. The platform-fts pod is deployed with one replica for Compact deployment and two replicas for Small deployment.

Before you begin


  • Make sure that you meet the  sizing requirements and system requirements for your environment.
  • Make sure that you back up the BMC Helix Innovation Suite database.
  • Verify that the AR Server license is valid.
  • Make sure that you have prepared your environment for upgrade.
  • Make sure that you have upgraded to a supported version of BMC Helix Platform Common Services or upgraded to a supported version of BMC Helix IT Operations Management if you are using both BMC Helix IT Operations Management and  BMC Helix Service Management.
  • 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. 

  • 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'"]}}'
  • Add the following Jenkins credential.
    1. Navigate to http://<Jenkins server host name>:<Jenkins port>/credentials/store/system/domain/_/
    2. Click Add Credentials.  

    3. Enter the following details:

      Kind

      Secret text

      Scope

      Global (Jenkins, nodes, items, all child items, etc)

      ID

      password_vault_apikey

      Secret

      No specify any value.
      Make sure that you keep this field blank.

    4. Save the details.

  • Install the gtk3 package so that the autorecon utility runs successfully.
    Use the following command:

    yum install -y gtk3

  • If required, restrict the upgrade process from changing the Centralized configuration system (CCS) parameters specific to your environment.
    See Changes to configuration settings during an upgrade in BMC Helix Innovation Suite documentation.

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To upgrade BMC Helix Service Management

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

To update the deployment pipelines

  1. Perform the following steps to 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.
  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.
      After the pipeline is rebuilt, the updated parameters for the pipeline are reflected, such as the GIT_REPO_DIR 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 or using BMC Helix Platform Common Services 24.3.00, 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.

    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, large, or extra large. Enter the value as C, S, M, L, or XL.

    Important: Make sure that you select the appropriate deployment size.
    The deployment size is C - compact by default. During the upgrade, 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, type 2021302.1.00.00
    • If your BMC Helix Innovation Suite platform source version is 21.3.04, type 2021304.1.00.00
    • If your BMC Helix Innovation Suite platform source version is 21.3.05, type 2021305.1.05.00
    • If your BMC Helix Innovation Suite platform source version is 21.3.06, type 2021306.1.07.00
    • If your BMC Helix Innovation Suite platform source version is 21.3.10, type 2021310.1.00.00
    • If your BMC Helix Innovation Suite platform source version is 22.1.06, type 2022106.1.03.00

    PLATFORM_HELM_VERSION

    Specify the target version of the Helm repositories as  2023301.1.02.00

    SMARTREPORTING_SOURCE_VERSION

    Specify the SMARTREPORTING_SOURCE_VERSION value as 210503.1.05.00 or 210503.1.09.00

    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 2023301.1.02.00

    DEPLOYMENT_MODE

    Specify the value as UPGRADE.

  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_CLOUD_ACTIONS

    Select this check box to install Cloud Actions connectors that connect BMC Helix Innovation Suite with third-party applications.

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

    HELIX_NETOPS

    Select this check box to install BMC Helix Network Service Operations for Communication Service Providers.

    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_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_CONFIGURE_ITSM

    Do not select this check box.

    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

    Select this check box to upgrade the platform and application components.

    HELIX_POST_DEPLOY_CONFIG

    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. These parameters are not required for upgrading BMC Helix Service Management.

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

    Parameter

    Description

    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:oracle:thin:@(DESCRIPTION=(LOAD_BALANCE=OFF)(FAILOVER=OFF)(ADDRESS_LIST=(ADDRESS=(PROTOCOL=TCP)(HOST=DATABASE_HOST_NAME)(PORT=1521)))(CONNECT_DATA=(SERVICE_NAME=AR_ORACLE_SERVICE_NAME)(SERVER=DEDICATED)))

    This parameter is optional.

    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.

    FTS_ELASTICSEARCH_HOSTNAME      

    Specify the value as opensearch-logs-data.<BMC Helix Platform namespace name> to point FTS Elasticsearch to OpenSearch service.
    For example: opensearch-logs-data.bmc-helix-platform

    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.

    DWP_DEPLOY_SAMPLE_CONTENT_PACK


    Select this check box to deploy BMC Helix Digital Workplace sample content package.

    CLOUDACTIONS_DEPLOY_SAMPLE_CONTENT_PACK

    Select this check box to deploy the connectors sample content package.

    AR_DATETIME

    Specify the AR 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 AR 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.
    For information about HELIX_FULL_STACK_UPGRADE pipeline failure during the upgrade, see rollback deployment.

  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:
    Verify pods status.png

Back to top

To remove temporary MinIO and Open Distro

After you complete the BMC Helix Service Management upgrade, remove the temporary MinIO and Open Distro.
Make sure that your application data is migrated from Open Distro to OpenSearch.

  1. Log in to the controller that you used to upgrade BMC Helix Platform Common Services.
  1. Go to helix-on-prem-deployment-manager/utilities/migration

  2. To remove Open Distro and the temporary instance of MinIO, run the following command:

    ./es-opensearch-migration.sh cleanup
  3. Confirm that you want to delete the PVC used by migration MinIO, elasticsearch-events and elasticsearch-logs by typing y. 
    All data related to Open Distro and the temporary instance of MinIO gets deleted.

To reindex Full Text Search (FTS)

Elasticsearch is used for FTS, and data is indexed on the Elasticsearch server. The data is backed up and saved in MinIO at scheduled intervals. The time after you migrate your Elasticsearch data from Open Distro to OpenSearch till you upgrade BMC Helix Platform Common Services and BMC Helix Service Management, the data is not indexed for this time span. To index this data, you must reindex FTS.

  1. Log in to Mid Tier.
  2. In the AR System Management Console, select AR System Server Group Console > FTS Management.
  3. In the FTS Configuration panel, select Reindex > Server.
  4. Select the Reindex After date based on the Open Distro to OpenSearch migration completion time.


Where to go from here

Performing-the-postinstallation-configurations

 

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