Upgrading BMC Helix IT Service Management to 25.1.01

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 or later version.
• Verify that you have specified the Tenant parameter value while configuring the BMC Helix Single Sign-On realm. 
• Create a service account to enable key encryption key if you do not want to use the default service account.
• Add the password_vault_apikey Jenkins credential.

• Due to recent changes in the Red Hat repositories, ansible-core 2.16 is installed by default on RHEL 8.x systems. Ansible 2.16 is not compatible with BMC Helix Service Management deployments.

  If you are using RHEL 8.x, downgrade Ansible version to 2.15 by using the following commands:

  sudo dnf downgrade ansible-core-2.15.3-1.el8.x86_64
  sudo yum install python3.11-jmespath -y
• Install the following packages:

  • To ensure that the autorecon utility runs successfully, install the gtk3 package by running the following command:

    yum install -y gtk3

  • If you are using a Microsoft SQL Server database, install the following packages so that the HELIX_DB_REFRESH  runs successfully:

    sudo yum install unixODBC
    sudo yum install python3-pyodbc

  • If you are using a PostgreSQL database, install the following packages so that the HELIX_DB_REFRESH runs successfully:

    sudo yum install postgresql-client
    sudo yum install python3-psycopg2

• 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.

  Starting with version 25.1.01 of BMC Helix Service Management, Smart Reporting is no longer included in the standard BMC Helix Service Management installation. Instead, it is installed by using a separate installer.

  If you are using a container version of Smart Reporting, there is no need to upgrade it.

  To add the 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	Specify the secret text.
     Scope	Global (Jenkins, nodes, items, all child items, etc)
     ID	password_vault_apikey
     Secret	Do not specify any value. Make sure that you keep this field blank.

  4. Save the details.

   

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Task 1: 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 PRODUCT-DEPLOY section, clear the SUPPORT_ASSISTANT_TOOL check box and the check boxes for all the options.
   4. 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.
3. If you are upgrading BMC Helix Service Management from version 21.3.x, 22.1.x, or 23.3.x, update the FULL_STACK_UPGRADE pipeline so that the updated parameters for the pipeline are reflected. 
   1. On the Jenkins server, select the FULL_STACK_UPGRADE 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.

Task 2: To run the HELIX_ONPREM_DEPLOYMENT pipeline

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

   Important

   Make sure that the build contains all the required parameter values.

   You only need to update the parameters in specified in the following steps.

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 2025101.1.00.00
   SMARTAPPS_HELM_VERSION	Specify the version of the Helm repositories for applications as 2025101.1.00.00
   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 Telco Extensions.
   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 Telco Extensions.

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

   Parameter	Description
   SIDECAR_FLUENTBIT	Select this parameter to install Fluent Bit, which is used to collect pods and cluster logs and send that to a central location.  Fluent Bit is deployed as a sidecar container and runs as a non-root user. Important: Make sure you select this parameter to use BMC Helix Logging or an external log source such as Splunk.

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

   Parameter	Description
   HELIX_GENERATE_CONFIG	Select this check box.
   HELIX_PLATFORM_DEPLOY	Do not select this check box.
   HELIX_NONPLATFORM_DEPLOY	Do not select this check box.
   HELIX_CONFIGURE_ITSM	Do not select this check box.
   HELIX_SMARTAPPS_DEPLOY	Do not select this check box.
   SUPPORT_ASSISTANT_TOOL	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	If you are upgrading BMC Helix Service Management from version 21.3.x, 22.1.x, 23.3.x 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.
   LOGS_ELASTICSEARCH_HOSTNAME	Specify the Elasticsearch EFK service name that is running on the BMC Helix Platform namespace in the following format: efk-elasticsearch-data-hl.<BMC Helix Platform namespace> Important: Make sure that you specify a placeholder value for this parameter when using Splunk as an external log source.
   LOGS_ELASTICSEARCH_PASSWORD	Specify the password that you provided for the KIBANA_PASSWORD parameter in the secrets.txt file while installing BMC Helix Platform Common Services. Important: Make sure that you specify a placeholder value for this parameter when using Splunk as an external log source.
   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. In the SPLUNK CONFIGURATION DETAILS section, specify the value for the parameters if you are using Splunk as an external log source:

   Parameter	Description
   SIDECAR_FLUENTBIT_OUTPUT_TYPE	Select this check box.
   SIDECAR_FLUENT_SPLUNK_HOSTNAME	Specify the Splunk host name.
   SIDECAR_FLUENT_SPLUNK_PORT	Specify the Splunk port.
   SIDECAR_FLUENT_OUTPUT_CUSTOM	Specify the FluentBit output.
   SIDECAR_FLUENT_SPLUNK_TOKEN	Specify the Splunk token.

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

11. 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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Task 3: To uninstall the EFK deployment

Perform this task only if you are using BMC Helix Platform Common Services 25.1.00. 

Starting with BMC Helix Platform Common Services 25.1.00, EFK integration and log streaming from the BMC Helix Platform namespace are disabled. To use BMC Helix Logging, install EFK in a separate namespace and uninstall the EFK deployment in the BMC Helix Platform namespace.

To uninstall EFK deployment, perform the following steps:

1. Export the existing logs from the Kibana UI to a CSV file for your reference.

2. In the BMC Helix Platform namespace, remove EFK deployment by using the following commands:

   helm delete -n <BMC Helix Platform namespace> efk-elasticsearch efk-fluent-bit   
   kubectl -n <BMC Helix Platform namespace> delete pvc data-efk-elasticsearch-data-0 data-efk-elasticsearch-data-1 data-efk-elasticsearch-master-0 data-efk-elasticsearch-master-1

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Where to go from here

Performing-the-postinstallation-configurations