23.3 enhancements and patches

Review the deployment enhancements for BMC Helix Service Management on-premises 23.3 that will benefit your organization and understand changes that might impact your users.

Version

Fixed issues

Updates and enhancements

23.3.04

23.3.01

Related topics

Release-notes-and-notices



Downloading and installing BMC Helix Service Management 23.3.04

Download from EPD

Fresh installation

Upgrade

23.3.04

Use updated support for technology stack

 BMC Helix Service Management deployment supports the following technology stacks:

  • Kubernetes version 1.30
  • OpenShift version 4.16
  • Nginx Ingress Controller versions 1.11.1 and 1.11.2
  • Helm versions 3.15 and 3.16

For more information, see System-requirements.

Support for the enterprise version of F5 NGINX Plus Ingress Controller

The enterprise edition of the F5 NGINX Plus Ingress Controller is supported with BMC Helix Service Management.
You must obtain the required licenses to install the F5 NGINX Plus Ingress Controller. To learn more about the F5 NGINX Plus Ingress Controller, see NGINX Ingress Controller.

You have the option to use either the enterprise edition or the open-source version of the NGINX Ingress Controller. 

For more information, see System-requirements.

Enhanced support for PostgreSQL and Microsoft SQL Server database versions

BMC Helix Service Management deployment supports the following additional versions of PostgreSQL and Microsoft SQL Server database:

  • PostgreSQL 15.x
  • Microsoft SQL Server 2022

For more information, see System-requirements.

Support for case-sensitive database

BMC Helix Service Management installation supports case-sensitive Oracle and PostgreSQL databases.

For more information, see Setting-up-an-Oracle-database and Setting-up-a-PostgreSQL-database.

Manage your data more securely and efficiently by using KEK

BMC Helix Service Management supports key encryption key (KEK) to encrypt and manage your data in your on-premises BMC Helix Service Management environment. By using KEK, you can manage your data more securely and efficiently.

For more information, see Creating-a-service-account-to-use-key-encryption-key.

Separate pods for Email Engine, plug-ins, and Reconciliation Engine

The Email Engine, plug-ins, and Reconciliation Engine processes run on separate pods, which helps to optimize system performance. Because these components are isolated from theAR System server, it is easier to manage and restart them when needed.

For more information, see Performing-the-BMC-Helix-Service-Management-installation.

Support for Microsoft SQL Server database in the database refresh pipeline

Use the database refresh pipeline for Microsoft SQL Server databases to back up and restore Foundation data, application data, and application configurations from one environment to another. This pipeline simplifies the process of replicating complex and multi-step configurations across multiple environments.

For more information, see Replicating-configurations-from-a-source-environment-to-a-target-environments.

Support for service mesh

BMC Helix Service Management deployment supports service mesh that helps secure communications within a Kubernetes cluster.

We have certified Cilium service mesh.

For more information, see System-requirements.

Optimize database performance by enabling RLS algorithms

Enable row-level security (RLS) algorithms to enhance row-level access control and optimize BMC Helix Innovation Suite database performance.

For more information, see Optimizing-database-performance-by-enabling-row-level-security-algorithms.

Support for proxy server

BMC Deployment Engine installation supports a proxy server that facilitates secure deployments.

For more information, see Setting-up-BMC-Deployment-Engine.

Additional products available for on-premises installation

The following products are available in BMC Helix Service Management, and you can install them in your on-premises environment:

  • BMC Helix Portfolio Management (HPM)
  • BMC Helix Customer Service Management (CSM)
  • BMC HelixGPT

For more information, see Performing-the-BMC-Helix-Service-Management-installation.


What else changed in this release

The following table lists the changes in the product behavior in this release: 

Update

Product behavior in versions earlier than 23.3.04

Product behavior in version 23.3.04

Change in the BMC Deployment Engine configurations





  • Requirement to assign the wheel group to the git user that provides full sudo access to the git user
  • The BMC Deployment Engine script created and managed SSH keys
  • Requirement to add git to jenkins and jenkins to git user group


  • Assigning the wheel group to git user for sudo access requirement is removed. Sudo access to git user is restricted only for the required commands.
  • The BMC Deployment Engine script does not create the SSH keys.
    You must create the SSH keys.
  • The requirement of adding git to jenkins and jenkins to git user group is removed.

For more information, see Setting-up-BMC-Deployment-Engine.

Parameters added in the HELIX_ONPREM_DEPLOYMENT pipeline

While the HELIX_ONPREM_DEPLOYMENT pipeline was being built, the following parameters were not available:

  • FTS_ELASTICSEARCH_USER
  • AR_DB_CASE_SENSITIVE

While building the HELIX_ONPREM_DEPLOYMENT pipeline, you have to specify the values for the following parameters:

  • FTS_ELASTICSEARCH_USER
  • AR_DB_CASE_SENSITIVE

For more information about these parameters, see Performing-the-BMC-Helix-Service-Management-installation.

Parameter removed from the HELIX_ONPREM_DEPLOYMENT pipeline

While building the HELIX_ONPREM_DEPLOYMENT pipeline, you had to provide values for the DWP_CONFIG_SUBTENANT_USER_PASSWORD parameter.

The HELIX_ONPREM_DEPLOYMENT pipeline does not contain the
DWP_CONFIG_SUBTENANT_USER_PASSWORD parameter.
The parameter is removed from the pipeline to avoid parameter duplication. However, the parameter is still managed through the pipeline. 

External IP requirement removed for BMC Helix Service Management upgrade

While upgrading BMC Helix Service Management, you had to configure the platform-admin-ext service to have the EXTERNAL-IP value.

While upgrading BMC Helix Service Management, you do not need to configure the platform-admin-ext service to have the EXTERNAL-IP value.


23.3.01.002

This hotfix contains enhancements to improve the security within your on-premises environment.

For information about the security enhancements, contact BMC Customer Support.


23.3.01

Install BMC Helix Service Management in an air-gapped environment

Set up BMC Deployment Engine in an air-gapped environment to ensure a secure environment for BMC Helix Service Management. 

For more information, see Setting-up-BMC-Deployment-Engine-in-an-air-gapped-environment.

Simplify configurations and data replication by using the database refresh pipeline

Use the database refresh pipeline for PostgreSQL databases to back up and restore Foundation data, application data, and application configurations from one environment to another. The pipeline simplifies the task of repeating the same complex and multi-step configuration process in multiple environments.

For more information, see Replicating-configurations-from-a-source-environment-to-a-target-environments.

Improve BMC Helix Innovation Suite database performance by using a separate database for reporting

Use a separate BMC Helix Innovation Suite database for reporting operations to improve the BMC Helix Innovation Suite  database performance. The separate BMC Helix Innovation Suite database for reporting helps to reduce the operations on the primary BMC Helix Innovation Suite  database and optimizes performance.

For more information, see Using-a-separate-BMC-Helix-Innovation-Suite-database-for-reporting.

Utilize updated support for technology stack

BMC Helix Service Management deployment supports the following technology stacks:

  • Kubernetes version 1.28
  • OpenShift version 4.14
  • Nginx Ingress Controller version 1.9.5
  • Helm chart version 3.14

For more information, see System-requirements.

Migrate Elasticsearch data to OpenSearch

Starting with this release, we support OpenSearch instead of Open Distro.

Before upgrading BMC Helix Platform Common Services to version 24.1, you must migrate your Elasticsearch data from Open Distro to OpenSearch.
You must run the Open Distro to OpenSearch migration utility to migrate your data.

For more information, see Upgrading BMC Helix Platform Common services version from 23.4.00 to 24.1.00 and Upgrading BMC Helix Platform Common services version from 23.2.02 to 24.1.00.

Install additional products for on-premises installation

The following connectors and products are available in BMC Helix Service Management, and you can install them in your on-premises environment:

  • Cloud Action connectors
  • BMC Helix Telco Extensions

For more information, see Performing-the-BMC-Helix-Service-Management-installation.

Use additional deployment size

The extra large XL deployment size is available in BMC Helix Service Management, and you can install BMC Helix Service Management by using the XL sizing profile.

For more information, see Sizing-and-scalability-considerations and Performing-the-BMC-Helix-Service-Management-installation.

What else changed in this release

The following table lists the changes in the product behavior in this release: 

Update

Product behavior in versions earlier than 23.3.01

Product behavior in version 23.3.01

Support for pod security standard restricted namespace configuration

BMC Helix Service Management installation in Kubernetes 1.25 and later versions was supported for the baseline pod security standard of the namespace.

BMC Helix Service Management installation in Kubernetes 1.25 and later versions is supported in the baseline and restricted pod security standard of the namespace.
Important:

  • BMC Helix ITSM: Smart Reporting deployment is not supported in the namespace with restricted pod security.
  • To use a restricted namespace for your existing BMC Helix Service Management environment, complete the BMC Helix Service Management upgrade first and then change the namespace to restricted pod security.

Support for RHEL 9.x, Rocky Linux 8.x, and Rocky Linux 9.x operating systems for BMC Deployment Engine

Cent OS 7.x, Cent OS 8.x, RHEL 7.x, and RHEL 8.x operating systems were certified for BMC Deployment Engine.

RHEL 9.x, Rocky Linux 8.x, and Rocky Linux 9.x operating systems are certified for BMC Deployment Engine.

DTR script file names renamed

The dtr_pull_push.sh and push_to_custom_repo.sh were scripts that synchronize a local repository with BMC Helix Service Management container images in BMC DTR.

The dtr_pull_push.sh file is renamed to image_pull_push.sh.

The push_to_custom_repo.sh file is renamed to image_sync_to_private_registry.sh.

Parameters removed from the HELIX_ONPREM_DEPLOYMENT pipeline


While building the HELIX_ONPREM_DEPLOYMENT pipeline, you had to provide values for the following parameters:

  • AR_ADMIN_USER
  • AR_ADMIN_PASSWORD
  • HELIX_SMARTAPPS_CSM
  • HELIX_SMARTAPPS_FAS

The HELIX_ONPREM_DEPLOYMENT pipeline does not contain the following parameters:

  • AR_ADMIN_USER
  • AR_ADMIN_PASSWORD
  • HELIX_SMARTAPPS_CSM
  • HELIX_SMARTAPPS_FAS

The AR_ADMIN_USER and AR_ADMIN_PASSWORD parameters are managed through the pipeline and have been removed to avoid parameter duplication.

The installation of BMC Helix Customer Service Management (CSM) and BMC Helix Portfolio Management is not supported. The parameters to install these products, HELIX_SMARTAPPS_CSM and HELIX_SMARTAPPS_FAS have been removed.

Parameters added in the HELIX_ONPREM_DEPLOYMENT pipeline

While the HELIX_ONPREM_DEPLOYMENT pipeline was being built, the following parameters were not available:

  • HELIX_CLOUD_ACTIONS
  • HELIX_NETOPS
  • CLOUDACTIONS_DEPLOY_SAMPLE_CONTENT_PACK
  • PLATFORM_SR_DB_JDBC_URL
  • PLATFORM_SR_DB_USER
  • PLATFORM_SR_DB_PASSWORD

While building the HELIX_ONPREM_DEPLOYMENT pipeline, you have to specify the values for following parameters:

  • HELIX_CLOUD_ACTIONS
  • HELIX_NETOPS
  • CLOUDACTIONS_DEPLOY_SAMPLE_CONTENT_PACK
  • PLATFORM_SR_DB_JDBC_URL
  • PLATFORM_SR_DB_USER
  • PLATFORM_SR_DB_PASSWORD

For more information about these parameters, see
Performing-the-BMC-Helix-Service-Management-installation.

 

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