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Applying hotfix 23.3.04.006

  

Apply the 23.3.04 hotfix 6 to leverage product defect fixes in your on-premises environment.

For information about the defect fixes, see Known and corrected issues in BMC Helix Innovation Suite documentation.

Before you begin

Task1: 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
    • DB_REFRESH_REPO
    • RLS_REPO
      For example, create a backup of the ITSM_REPO, PLAYBOOKS_REPO, HELM_REPO, SMARTAPPS_HELM_REPO, DB_REFRESH_REPO, RLS_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 you delete the existing repository folders.
      Make sure you do not modify or change the location of the LIBRARY_REPO repository.
  3. Copy the BMC_Remedy_Deployment_Manager_Configuration_Release_23.3.04.006.zip file that you downloaded from the EPD site to your existing local Git repository.
    For example, copy the BMC_Remedy_Deployment_Manager_Configuration_Release_23.3.04.006.zip file to the local Git repository located at ssh://<Jenkins server host name>/home/git/Git_Repo.
  4. In the file system where the Git repository is located, unzip the BMC_Remedy_Deployment_Manager_Configuration_Release_23.3.04.006.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_23.3.04.006.zip file.The BMC_Remedy_Deployment_Manager_Configuration_Release_23.3.04.006.zip file contains the following artifacts:

    • CUSTOMER_CONFIGS
    • HELM_REPO
    • ITSM_REPO
    • PLAYBOOKS_REPO
    • SMARTAPPS_HELM_REPO
    • DB_REFRESH_REPO
    • RLS_REPO

Task 2: To apply the hotfix

To apply the hotfix and update the platform and applications, you must update the deployment pipelines, and run the pipelines by specifying the required parameters.

To update the deployment pipelines

Warning
Important

You must perform the following steps to update the parameters of the existing pipelines. These steps act as a dry run to make sure that the existing pipelines use the updated configuration from the new version repositories introduced with the hotfix.
After you update the parameters, proceed to run the HELIX_ONPREM_DEPLOYMENT pipeline to apply the hotfix.

  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 again.
  2. Perform the following steps to 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.
  3. Perform the following steps to update the HELIX_DR pipeline so that the updated parameters for the pipeline are reflected. 
    1. On the Jenkins server, select the  HELIX_DR pipeline.
    2. In Build History, select the latest build and click Rebuild.
    3. Click Rebuild again.

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

    ROUTE_ENABLED

    Do not select this check box.

    ROUTE_TLS_ENABLED

    Do not select this check box.

    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.

    • 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. 

    Make sure that you upload the cacerts file that you created while upgrading BMC Helix Platform Common Services.

    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
    • If your BMC Helix Innovation Suite platform source version is 23.3.01, type 2023301.1.02.00
    • If your BMC Helix Innovation Suite platform source version is 23.3.03, type 2023303.1.02.00
    • If your BMC Helix Innovation Suite platform source version is 23.3.04, type 2023304.1.00.00
    • If your BMC Helix Innovation Suite platform source version is 23.3.04 Hotfix 4, type 2023304.1.04.00

    PLATFORM_HELM_VERSION

    Specify the target version of the Helm repositories as 2023304.1.06.00

    SMARTAPPS_HELM_VERSION

    Specify the version of the Helm repositories for applications as 2023304.1.06.00

    DEPLOYMENT_MODE

    If you are upgrading BMC Helix Service Management from version 21.3.x or 22.1.x, specify the value as UPGRADE.

    If you are upgrading BMC Helix Service Management from version 23.3.01, 23.3.03, 23.3.04, or 23.3.04 Hotfix 4 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_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_GPT

    Select this check box to install BMC HelixGPT.

    Important: After you complete the BMC Helix Service Management installation, make sure that you configure BMC HelixGPT for BMC Helix Service Management. See Configuring Ask HelixGPT for BMC Helix ITSM in BMC Helix ITSM: Service Desk documentation.

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

    HELIX_SMARTAPPS_FAS

    Select this check box to install BMC Helix Portfolio Management.

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

    HELIX_DRIFT_MANAGEMENTPLUGIN

    Select this check box to install Drift Management.

    HELIX_CLAMAV

    Select this check box to install Clam AntiVirus.

    HELIX_NETOPS

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

  5. 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 only if you are upgrading BMC Helix Service Management from version 23.3.01, 23.3,03, 23.3.04, or 23.3.04 Hotfix 4.

    HELIX_NONPLATFORM_DEPLOY

    Select this check box only if you are upgrading BMC Helix Service Management from version 23.3.01, 23.3,03, 23.3.04, or 23.3.04 Hotfix 4.

    HELIX_CONFIGURE_ITSM

    Do not select this check box.

    HELIX_SMARTAPPS_DEPLOY

    Select this check box only if you are upgrading BMC Helix Service Management from version 23.3.01, 23.3,03, 23.3.04, or 23.3.04 Hotfix 4.

    SUPPORT_ASSISTANT_TOOL

    Select this check box only if you are upgrading BMC Helix Service Management from version 21.3.x, 22.1.x, 23.3.01 or 23.3.03.

    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

    If you are upgrading BMC Helix Service Management from version 21.3.x or 22.1.x, select this check box.

    If you are upgrading BMC Helix Service Management from version 23.3.01, 23.3,03, 23.3.04, or 23.3.04 Hotfix 4, do not select this check box.

    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.

    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.

    FTS_ELASTICSEARCH_HOSTNAME    

    Specify the Elasticsearch Full Text Search service name or external IP address that you created for FTS_ELASTICSEARCH.

    For the service name, use the following format:

    opensearch-logs-data.<BMC Helix Platform namespace>

    For more information about external IP for FTS_ELASTICSEARCH, see Setting-up-the-installation-environment.

    FTS_ELASTICSEARCH_USER

    Specify the Elasticsearch Full Text Search user name.

    The default value is bmcuser.

    FTS_ELASTICSEARCH_USER_PASSWORD 

    Specify the password that you provided for the LOG_ES_PASSWD parameter in the secrets.txt file while installing BMC Helix Platform Common Services.

    AR_DB_CASE_SENSITIVE

    This parameter is only applicable for a fresh installation of BMC Helix Innovation Suite.

    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 parameter:

    Parameter

    Description

    HELIX_PLATFORM_NAMESPACE

    Specify the namespace where BMC Helix Platform is installed.

    Important: Make sure that you specify the value for this parameter. The parameter values are used to connect BMC Helix Service Management to Redis pods that are installed 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>

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Where to go from here

Performing-the-postinstallation-configurations

 

 

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BMC Helix Service Management Deployment 23.3.04