Performing the BMC Helix Service Management installation

Install BMC Helix Service Management platform and applications by using the HELIX_ONPREM_DEPLOYMENT Jenkins pipeline. The HELIX_ONPREM_DEPLOYMENT Jenkins pipeline runs various deployment pipelines, in a sequence, and configures the BMC Helix Innovation Suite platform and service management applications.

Components deployed through pipelines

The following table lists the BMC Helix Service Management platform components and service management applications deployed through pipelines:

Pipeline	Pod name	Components deployed through the pipeline
HELIX_PLATFORM_DEPLOY	platform-fts Use this pod for server group administration operations. platform-sr Use this pod for reporting platform-int Use this pod to manage all the integration-related activities. platform-user Use this pod for connections with Mid Tier and applications such as Smart IT. For information about the relationship between the pods. See How Cilium enhances BMC Helix Innovation Suite in BMC Communities. Important: The platform-sr, platform-int, and platform-user pods are not deployed with the Compact and Small deployment sizes.	BMC Helix Innovation Suite server: Approval server Assignment Engine Flashboards Full Text Search (FTS) AR External Authentication (AREA) LDAP AR System Database Connectivity (ARDBC) LDAP Web Services Simple Network Management Protocol (SNMP) BMC Helix Single Sign-On integration BMC Helix CMDB Normalization Engine BMC Atrium Integrator (AI) BMC Atrium Integrator server Process Designer BMC Helix ITSMSuite: BMC Helix ITSM: Service Desk BMC Helix ITSM: Change Management BMC Helix ITSM: Asset Management BMC Helix ITSM: Knowledge Management BMC Service Request Management BMC Service Level Management
	midtier-int midtier-user midtiercachebuildercronjob	Mid Tier components: Mid Tier Apache Tomcat JSP engine ARWebReportViewer application
	atriumwebsvc	CMDB Web Services CMDB Web Registry
	clamav	Clam AV
	staledata	Stale data
	emailengine	Email Engine
	reconciliation-engine reconciliation-idservice	Reconciliation Engine
	aisplugin	Atrium impact simulator plug-in
	atriumplugin	Atrium plug-in
	itsmplugin	BMC Helix ITSM plug-in
	normplugin	Normalization plug-in
	platformplugin	Platform plug-in
	reportplugin	Reporting plug-in
	rkmplugin	Knowledge Management plug-in
HELIX_NONPLATFORM_DEPLOY	smartit-master smartit-slave The smartit-slave pod is not deployed with the compact deployment size.	BMC Helix ITSM: Smart IT
	openfire	Openfire
	virtualchatplugin virtualchatserver	BMC Live Chat
	driftmanagement	Drift Management
HELIX_SMARTAPPS_DEPLOY	dwp-tomcat-deployment-master dwp-tomcat-deployment-slave The dwp-tomcat-deployment-slave pod is not deployed with the compact deployment size.	BMC Digital Workplace
	catalog-itsm-plugin	BMC Digital WorkplaceCatalog and BMC Helix ITSM integration plug-in
	helix-gpt-assistant helix-gpt-data-connection	BMC HelixGPT
	cmdbdsmsyncplugin	Used for BMC Helix Telco Extensions
	These applications are deployed as smart bundles on the platform pod.	BMC Digital WorkplaceCatalog
		BMC Helix Business Workflows
		BMC Helix Multi-Cloud Broker
		BMC Helix ITSM Insights
		BMC Helix Telco Extensions
HELIX_INTEROPS_DEPLOY	NA	Activates BMC Helix ITSM Insights and BMC Helix Innovation Suite services for the BMC Helix Platform tenant so that the services can be used through BMC Helix Portal.
SUPPORT_ASSISTANT_TOOL	assisttool-dep	Support Assistant tool

Before you begin

Make sure that you have completed the following preinstallation tasks before you start the installation:

Deployed BMC Helix Platform services.
Downloaded the installation files and accessed the container images.
Set up the BMC Deployment Engine.
Prepared your database.
Set up the installation environment.
Configured BMC Helix Single Sign-On and created BMC Helix Single Sign-On realm.

Important

Before installing BMC Helix Service Management, make sure that you decide on the application domain and URLs. After BMC Helix Service Management is installed, you cannot change the application domain and URLs. If you need to make changes, you will have to reinstall BMC Helix Service Management.

For information about application domain and URLs, see Configuring-application-URLs.

To install BMC Helix Innovation Suite platform and applications

Run the HELIX_ONPREM_DEPLOYMENT pipeline by performing the following steps:

Important

Do not use space in the pipeline parameter values.

Log in to your Jenkins server by using the following URL:
http://<Jenkins server host name>:8080
Select the HELIX_ONPREM_DEPLOYMENT pipeline, and click Build with Parameters.

In the DEPLOYMENT ENGINE DETAILS section, specify the following parameters:

Parameter	Description
(Optional) CUSTOM_BINARY_PATH	Select this check box if the Java binary is located at <USER-HOME-DIRECTORY>/bin. Example: /home/git/bin Important: Make sure that the Java binary is located in a directory named bin in your home directory. Make sure that the Helm and kubectl binaries are located at default installation paths specified while setting up BMC Deployment Engine.
AGENT	Jenkins agent to run the pipeline. Select the agent added by the agent-add-pipeline. Example: git-<Jenkins server host name>.
CHECKOUT_USING_USER	Jenkins credential ID that contains the Git credentials. Specify the value as github.
KUBECONFIG_CREDENTIAL	Jenkins credential ID that contains the kubeconfig file for the target Kubernetes cluster. To find the kubeconfig credential ID, go to http://<jenkinsurl>:8080/credentials. The default value is kubeconfig.
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
HELM_NODE	Specify the host name of the Jenkins server where you have installed HELM.

In the ENVIRONMENT DETAILS section, specify the following parameters:

Parameter	Description
IS_CLOUD	Select this check box if your Kubernetes or Openshift cluster is in a cloud environment such as Amazon Web Services (AWS). If you select this check box, 3 external load balancers for the following services are created. These load balancers are created to connect with AR System clients such as Developer Studio. platform-admin-ext platform-int-ext platform-user-ext Skip this option if you do not want to create external load balancers. You can expose the services post-installation of BMC Helix Innovation Suite by using kubectl.
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.
DEPLOYMENT_MODE	Specify the value as FRESH to perform a fresh installation of BMC Helix Innovation Suite.
CLUSTER	Specify the value of the Kubernetes cluster context. Find the cluster from the kubeconfig file. The current-context value in the kubeconfig file is the cluster name. Example: dev-k8s-cluster apiVersion: v1 clusters: - cluster: server: https://<local host>/k8s/clusters/c-rxcc6 current-context:dev-k8s-cluster
CUSTOMER_NAME	Specify the customer's full name. Example: ABC Jenkins Limited.
IS_NAMESPACE	Specify the namespace where you want to install BMC Helix Innovation Suite. Important: The maximum namespace name limit is 20 characters.
CUSTOMER_SERVICE and ENVIRONMENT	Specify values of your service and environment. The pipeline generates URLs in a specific format based on the inputs provided in the CUSTOMER_SERVICE, ENVIRONMENT, and CLUSTER_DOMAIN parameters. Example: If CUSTOMER_SERVICE=itsm, ENVIRONMENT=poc, and CLUSTER_DOMAIN=aus-ranch.bmc.com, the following URLs are be generated for different applications: Mid Tier—itsm-poc.aus-ranch.bmc.com Smart IT—itsm-poc-smartit.aus-ranch.bmc.com Innovation Studio—itsm-poc-is.aus-ranch.bmc.com Innovation Suite REST API or CMDB—itsm-poc-restapi.aus-ranch.bmc.com Atrium Web Services—itsm-poc-atws.aus-ranch.bmc.com Digital Workplace—itsm-poc-dwp.aus-ranch.bmc.com Digital Workplace Catalog—itsm-poc-dwpcatalog.aus-ranch.bmc.com Live Chat—itsm-poc-vchat.aus-ranch.bmc.com Openfire Chat—itsm-poc-chat.aus-ranch.bmc.com Support Assistant tool—itsm-poc-supportassisttool.aus-ranch.bmc.com The platform and application URLs support only the HTTPS protocol. Important: When the ENVIRONMENT value is prod for production environments, the URLs are generated by excluding -<ENVIRONMENT> value. Example, the URL format for Mid Tier production environment is itsm.aus-ranch.bmc.com The URL format for Smart IT production environment is itsm-smartit.aus-ranch.bmc.com Make sure that you specify the correct values. You cannot change the application domain and URLs after installing BMC Helix Service Management. If you need to make changes, you will have to reinstall BMC Helix Service Management.
INGRESS_CLASS	Specify the Ingress class name of the NGINX Ingress Controller that you used while installing BMC Helix Platform. The default value is nginx.
CLUSTER_DOMAIN	Specify the Ingress controller domain name that is used for application URLs.
INPUT_CONFIG_METHOD	Select any of the following actions: (Recommended) Generate_Input_File—Select this option to automatically generate the deployment input configuration file. The file is generated based on the parameter values that you provide in the PRODUCTS, OTHER_INPUT_PARAMS, and DATABASE_REGISTRY_STORAGE_PASSWORDS_SECRETS_DETAILS sections. Manual_Input_File—Do not use this method.
INPUT_CONFIG_FILE	Do not use this option.
(Optional) CACERTS_FILE	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. Click Browse and upload your custom cacerts file. Important: If you are using a self-signed or custom CA certificate, make sure that you use the same custom certificate during BMC Helix Platform and BMC Helix Service Management installation. The cacerts file is checked into the Git repository when the HELIX_GENERATE_CONFIG pipeline runs successfully. In case of any failures in the HELIX_ONPREM_DEPLOYMENT or HELIX_GENERATE_CONFIG pipelines, you must upload the cacerts file in the HELIX_ONPREM_DEPLOYMENT pipeline until the HELIX_GENERATE_CONFIG pipeline executes successfully at least once. You do not need to upload the cacerts file for consecutive execution of the HELIX_ONPREM_DEPLOYMENT pipeline and other pipelines. For information about creating a custom cacerts file and ways to apply a custom cacerts file, see Applying-security-certificates-to-your-applications.
(Optional) CACERTS_SSL_TRUSTSTORE_PASSWORD	By default, the cacerts file password is changeit. Leave this field blank if you want to use the default password for the cacerts file. If you do not want to use the default password, specify a password for your cacerts file. Important: The password must be at least 8 characters long and must contain at least one upper case alphabet, one lower case alphabet, one number, and one special character. An exclamation mark (!) is not supported.
DB_SSL_CERT	Do not select this option.
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. To use BMC Helix ITSM Insights with BMC Helix Service Management, specify the deployment size such as, Insights compact, Insights small, Insights medium, Insights large, or Insights extra large. Enter the value as Insights_C, Insights_S, Insights_M, Insights_L, or Insights_XL.
SOURCE_VERSION	Specify NA for the source version of the Helm repositories.
PLATFORM_HELM_VERSION	Specify 2025201.1.00.00 for the target version of the Helm repositories.
SMARTAPPS_HELM_VERSION	Specify 2025201.1.00.00 for the smart applications version of the Helm repositories.

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 Action connectors that connect BMC Helix Innovation Suite with third-party applications. Important: If you select this check box, make sure that you also select the HELIX_DWPA check box.
HELIX_BWF	Select this check box to install BMC Helix Business Workflows. Important: Make sure that you this check box if you select to install BMC Helix Multi-Cloud Broker.
HELIX_MCSM	Select this check box to install BMC Helix Multi-Cloud Broker. Important: If you select this check box, make sure that you select the HELIX_BWF check box.
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_DRIFTMANAGEMENTPLUGIN	Select this check box to install Drift Management.
HELIX_CLAMAV	Select this check box to install Clam AntiVirus. Important: Clam AntiVirus requires internet access to download the antivirus definitions. You cannot install Clam AntiVirus in air-gapped environments. For information about the AntiVirus, see ClamAV.
HELIX_NETOPS	Select this check box to install BMC Helix Telco Extensions.
HELIX_GPT	Select this check box to install BMC Helix GPT. Important: After you complete the BMC Helix Service Management installation, make sure that you configure BMC Helix GPT for BMC Helix Service Management. See Configuring Ask HelixGPT for BMC Helix ITSM and Configuring Agentic chat for BMC Helix ITSM in BMC Helix ITSM: Service Desk documentation.
BWF_DEPLOY_SAMPLE_CONTENT_PACK	Select this check box to deploy the BMC Helix Business Workflows sample content package. Important: You can use the sample content package only in the development environments.
DWP_DEPLOY_SAMPLE_CONTENT_PACK	Select this check box to deploy the BMC Helix Digital Workplace sample content package. Important: You can use the sample content package only in the development environments.
CLOUDACTIONS_DEPLOY_SAMPLE_CONTENT_PACK	Select this check box to deploy the sample content package of Cloud Actions connectors. Important: You can use the sample content package only in the development environments.

In the LOGGING CONFIGURATION section, specify the following parameters:

Parameter	Description
SIDECAR_SUPPORT_ASSISTANT_FPACK	Select this parameter to install Support Assistant tool. Support Assistant tool is deployed as a sidecar container and runs as a non-root user. Support Assistant tool deployment requires namespace level permissions. Important: Make sure that you select the SUPPORT_ASSISTANT_TOOL and SIDECAR_SUPPORT_ASSISTANT_FPACK parameters to install Support Assistant tool.
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.
SIDECAR_FLUENT_DETAIL_LOG	Select this parameter to stream APIs, SQL, or filter logs to Elasticsearch. Important: Make sure that you have installed BMC Helix Logging (EFK) to stream logs.
LOGS_ELASTICSEARCH_HOSTNAME	Specify the Elasticsearch EFK service name that is running on the BMC Helix Platform or BMC Helix Logging namespace. If you are using BMC Helix Platform Common Services 24.4, use the following format: efk-elasticsearch-data-hl.<BMC Helix Platform namespace> If you are using BMC Helix Platform Common Services 25.1, use the following format: efk-elasticsearch-data-hl.<BMC Helix Logging namespace> Important: Make sure that you specify a placeholder value for this parameter when using Splunk as an external log source.
LOGS_ELASTICSEARCH_TLS	Select this check box.
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.

In the SERVICE ACCOUNT section, specify the following parameters:

SUPPORT_ASSISTANT_CREATE_ROLE	Support Assistant tool creates a role and role binding. By default, this check box is selected to use the default role when installing the Support Assistant tool. If you want to use a custom role for the Support Assistant tool installation, clear this check box and confirm the following actions: In your BMC Helix Innovation Suite namespace, make sure that you have created a role and the role has the following rules: rules: - apiGroups: [""] resources: ["pods"] verbs: ["get", "watch", "list"] Make sure that you specify the appropriate service account in the SUPPORT_ASSISTANT_SERVICE_ACCOUNT parameter.
SUPPORT_ASSISTANT_SERVICE_ACCOUNT	Specify the value as default so that the default service account is used during the Support Assistant tool installation. If you want to use a custom role for the Support Assistant tool installation, specify the service account name that is available in your BMC Helix Innovation Suite namespace. Make sure that the custom role is assigned to the service account by using the role binding permission.
ENABLE_PLATFORM_KEK_RBAC	Select this check box to create a service account, role, and role binding for key encryption key (KEK) automatically through pipeline. Do not select this check box if you want to manually create a service account, role, and role binding for KEK.

In the PIPELINES section, specify the following parameters:

Parameter	Description
HELIX_GENERATE_CONFIG	Select this check box to generate the deployment input configuration file automatically.
HELIX_PLATFORM_DEPLOY	Select this check box to install the platform components, such as Mid Tier and BMC Helix CMDB.
HELIX_NONPLATFORM_DEPLOY	Select this check box to install BMC Helix ITSM: Smart IT and BMC Live Chat.
HELIX_CONFIGURE_ITSM	Select this check box to update the hannah_admin user password in the CTM: People form with the value that you provide in the BAKEDUSER_HANNAH_ADMIN_PASSWORD parameter in the DATABASE DETAILS section. Important: You must select this check box for successful installation of the smart applications.
HELIX_SMARTAPPS_DEPLOY	Select this check box to install applications, BMC Helix ITSM, BMC Helix Digital Workplace Catalog, BMC Helix Digital Workplace, BMC Helix Business Workflows, BMC Helix Multi-Cloud Broker, and BMC Helix ITSM Insights.
SUPPORT_ASSISTANT_TOOL	Select this parameter to install Support Assistant tool user interface. Important: Make sure that you select the SUPPORT_ASSISTANT_TOOL and SIDECAR_SUPPORT_ASSISTANT_FPACK parameters to install Support Assistant tool.
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.
FULL_STACK_UPGRADE	Do not select this option.
HELIX_POST_DEPLOY_CONFIG	Select this check box to delete the following users: Demo appadmin activationuser chatops_admin bmcopsenduser bmcopssupportagent bmcopsl1manager The users are deleted when you select this option and run the HELIX_ONPREM_DEPLOYMENT pipeline post-installation of BMC Helix Innovation Suite. Important: Do not select this parameter while installing the platform and applications.
HELIX_DR	Do not select this option.
SCALE_DOWN	Do not select this option.
HELIX_RESTART	Select this option to restart all the application pods. All the application pods are restarted when you select this option and run the HELIX_ONPREM_DEPLOYMENT pipeline post-installation of BMC Helix Innovation Suite. Important: Do not select this parameter while installing the platform and applications.

In the IMAGE REGISTRY DETAILS section, specify the following parameters:

Parameter	Description
REGISTRY_TYPE	Select the DTR option.
HARBOR_REGISTRY_HOST	Specify the host name of BMC Docker Trusted Registry (DTR) containers.bmc.com If you use a local Harbor registry to synchronize with BMC DTR, specify the host name of your local registry. Important: Do not specify the host path; specify only the host name.
IMAGE_REGISTRY_USERNAME	Specify the user name to log in to BMC DTR. Specify your EPD user name. If you use a local Harbor registry to synchronize with BMC DTR, specify the user name to log in to your local registry.
IMAGE_REGISTRY_PASSWORD	Specify the password to log in to BMC DTR. Specify the BMC DTR (containers.bmc.com) token that you download from EPD. If you use a local Harbor registry to synchronize with BMC DTR, specify the password to log in to your local registry. To update the password, click Change Password.
IMAGESECRET_NAME	Specify the name used to create Kubernetes image registry secret. Important: Use lower case alphanumeric characters and a hyphen (-) in the secret. The secret must start and end with an alphanumeric character. Example: image-1.

In the DATABASE DETAILS section, specify the following parameters:

Parameter	Description
DB_TYPE	Select the database type that you want to use: mssql postgres oracle
DB_SSL_ENABLED	Do not select this check box.
DB_JDBC_URL	Specify a JDBC URL to use an Oracle database connection through the URL. This parameter is optional. Important: If you are using an Oracle database connection through the URL, make sure that you specify the value for the ORACLE_SERVICE_NAME parameter.
DB_PORT	Specify the database port value.
ORACLE_SERVICE_NAME	Specify the Oracle service name to use an Oracle database.
DATABASE_HOST_NAME	Specify the host name of the database server.
(Only for PostgreSQL database) DATABASE_ADMIN_USER	If you select the DB_TYPE value as mssql or oracle, you can leave this field blank. For a PostgreSQL database, specify the administrator user name that is used to create and restore database dumps. Important: For PostgreSQL database, if you use a user other than the postgres user, make sure that you create a database with the same name as that of the user.
(Only for PostgreSQL database) DATABASE_ADMIN_PASSWORD	If you select the DB_TYPE value as mssql or oracle, leave this field blank. For a PostgreSQL database, specify the administrator user password. To update the password, click Change Password.
(Only for PostgreSQL database) DATABASE_RESTORE	By default, this check box is selected to restore PostgreSQL database dumps automatically. If you have restored the database dumps manually, clear this check box.
AR_DB_CASE_SENSITIVE	Select this check box if you are import case-sensitive PostgreSQL database dumps by using the DATABASE_RESTORE option.
IS_DATABASE_ALWAYS_ON	Select this check box if your Microsoft SQL database is in a high availability cluster.
AR_DB_NAME	Specify the name of the BMC Helix Innovation Suite database. Important: For an Oracle database, specify the Oracle service name as the parameter value. Specify the same value as that of the ORACLE_SERVICE_NAME value. For a PostgreSQL database, specify the name that you want the pipeline to create. Make sure that you the database name starts with a character. You can specify numbers and only the following special characters in the name: Dollar $ Hash # Underscore _
AR_DB_USER	Specify the BMC Helix Innovation Suite database user. Important: Make sure that you the database user name starts with a character. You can specify numbers and only the following special characters in the name: Dollar $ Hash # Underscore _
AR_DB_PASSWORD	Specify the password for BMC Helix Innovation Suite user. To update the password, click Change Password.
PLATFORM_SR_DB_USER	Leave this field blank.
PLATFORM_SR_DB_PASSWORD	Leave this field blank.
PLATFORM_SR_DB_JDBC_URL	Leave this field blank. Use this parameter to configure a separate BMC Helix Innovation Suite database for reporting. See Using-a-separate-BMC-Helix-Innovation-Suite-database-for-reporting.

In the PRODUCT CONFIGURATIONS section, specify the following parameters:

Parameter	Description
FTS_ELASTICSEARCH_HOSTNAME	Specify the Elasticsearch Full Text Search service name or external IP address that you created for FTS_ELASTICSEARCH. Use the following format: opensearch-logs-data.<BMC Helix Logging namespace> For more information about external IP for FTS_ELASTICSEARCH, see Setting-up-the-installation-environment.
FTS_ELASTICSEARCH_PORT	Specify the port of Elasticsearch FTS instance. The port number is 9200.
FTS_ELASTICSEARCH_USERNAME	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.
FTS_ELASTICSEARCH_SECURE	Select this check box.
AR_LOCALE_TO_INSTALL	Specify the locale to install the Action Request System. Example: fr Supported locales are fr, de, it, es, ja, ko, zh_CN, pt_BR, he, ru, and pl. English locale is installed by default. Important: If you specify more locales to install, the installation time increases. It take approximately 2 hours to install one locale.
BAKEDUSER_HANNAH_ADMIN_PASSWORD	Specify the password for BMC Helix Digital Workplace administrator user hannah_admin. Specify a password that has minimum 8 characters, including one upper case character, one lower case character, and one special character. To update the password, click Change Password.
AR_SERVER_APP_SERVICE_PASSWORD	Specify the password to access applications. To update the password, click Change Password. Important: The maximum password limit is 16 characters. Do not specify the Hash # character in the password.
AR_SERVER_DSO_USER_PASSWORD	Specify the password to access the Distributed Server Option. To update the password, click Change Password. Important: The maximum password limit is 16 characters. Do not specify the Hash # character in the password.
AR_SERVER_MIDTIER_SERVICE_PASSWORD	Specify the password to access the Mid Tier. To update the password, click Change Password. Important: The maximum password limit is 16 characters. Do not specify the Hash # character in the password.
VC_RKM_USER_NAME	Specify the user name for BMC Helix Virtual Agent.
VC_RKM_PASSWORD	Specify the password for the BMC Helix Virtual Agent user. To update the password, click Change Password.
VC_PROXY_USER_LOGIN_NAME	Specify the proxy user login name for BMC Helix Virtual Agent.
VC_PROXY_USER_PASSWORD	Specify the password for the BMC Helix Virtual Agentproxy user. To update the password, click Change Password.
DWP_CONFIG_PRIMARY_ORG_NAME	Specify the organization name for BMC Helix Digital Workplace. Example: Petramco Important: Do not use space in the organization name.
DWP_CONFIG_SUBTENANT_USER_PASSWORD	Specify the password for the BMC Helix Digital Workplace user.
AR_SERVER_ALIAS	Specify the alias name of AR System server. Important: Make sure that you specify the value for this parameter.
PLATFORM_ADMIN_PLATFORM_EXTERNAL_IPS	Specify the external IP address to enable external access. The external IP must be in JSON list format within square brackets. Multiple values must be separated by a comma with no space after the comma. Example: [10.168.xx.xx,10.168.xx.xx] Important: Make sure that you specify the value for this parameter if your Kubernetes or Openshift cluster is not in a cloud environment.
ENABLE_PLATFORM_INT_NORMALIZATION	Do not select this check box.
MIDTIERCACHEBUILDER_TRIGGER_PRELOAD	Select this checkbox to enable full data cache mode.
MIDTIERCACHEBUILDER_SCHEDULE	Specify a cron job schedule for the Mid Tier cache builder job.
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.
ENABLE_EXTERNAL_SECRET_VAULT	Select this check box to integrate and use a CyberArk vault for password management.

In the RSSO PARAMETERS section, specify the following parameters:

Parameter	Description
RSSO_URL	BMC Helix Single Sign-On URL that you used during the BMC Helix Platform services deployment. Example, specify https://<LB_HOST>/rsso LB_HOST is the load balancer host name that you used in the infra.config file during the BMC Helix Platform services deployment. Important: Make sure that you do not specify a forward slash ( / ) at the end of the URL.
RSSO_ADMIN_USER	Administrator user name to login to BMC Helix Single Sign-On by using the RSSO_URL.
RSSO_ADMIN_PASSWORD	Password to login to BMC Helix Single Sign-On by using the RSSO_URL.
TENANT_DOMAIN	Value of the Tenant parameter that you specified while configuring the BMC Helix Single Sign-On realm.

In the ITSM INTEROPS PARAMETERS section, specify the following parameters:
Make sure that you specify the values for these parameters. The parameter values are used to connect BMC Helix Service Management to Redis pods that are installed in BMC Helix Platform.

Parameter	Description
HELIX_PLATFORM_DOMAIN	Domain name of the cluster where BMC Helix Platform is installed.
HELIX_PLATFORM_NAMESPACE	Namespace where BMC Helix Platform is installed.
HELIX_PLATFORM_CUSTOMER_NAME	Registered tenant name in BMC Helix Platform. For example, if the BMC Helix Platform tenant ID is helix.123456, in the HELIX_PLATFORM_CUSTOMER_NAME parameter, specify the value as helix.

In the SELECT THE SERVICES FOR INTEROPERABILITY CONFIGURATION section, select the services that you want to enable for the tenant that was created during the BMC Helix Platform installation.

Parameter	Description
BMC_HELIX_ITSM_Insights	Select this check box to enable BMC Helix ITSM Insights services.
BMC_HELIX_SMART_IT	Select this check box to enable BMC Helix ITSM: Smart IT.
BMC_HELIX_BWF	Select this check box to enable BMC Helix Business Workflows.
BMC_HELIX_DWP	Select this check box to enable BMC Helix Digital Workplace.
BMC_HELIX_INNOVATION_STUDIO	Select this check box to enable BMC Helix Innovation Studio.
BMC_HELIX_DWPA	Select this check box to enable BMC Helix Digital Workplace Catalog.

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.

Click Build.
The HELIX_ONPREM_DEPLOYMENT pipeline installs the platform and applications. After the BMC Helix Service Management installation is complete, you must apply application licenses within three days.
To perform the post-installation configurations, rebuild the HELIX_ONPREM_DEPLOYMENT pipeline by selecting the HELIX_POST_DEPLOY_CONFIG check box in the PIPELINES section.
Important
Make sure that you perform this step after the successful installation of BMC Helix Service Management because it deletes the Demo user that is used for installation.

To address a failed pipeline execution

If you encounter an error related to signatures, and the HELIX_ONPREM_DEPLOYMENT pipeline execution fails, you must approve the signature.

The following image shows an example error:

Approve the signature by performing the following steps:

In the HELIX_ONPREM_DEPLOYMENT pipeline Console Output, in the logs, click Administrators can decide whether to approve or reject this signature.
You are redirected to http://<jenkins_host:port>/scriptApproval/.
Approve the signature.
Rebuild the HELIX_ONPREM_DEPLOYMENT pipeline.

To install AR System clients

In your local system, unzip the AR System clients installer ARSuiteKitDeveloperWindows25.1.01.zip file.
Navigate to the Disk 1 folder and run the setup.exe file.
On the Introduction page, click Next.
On the License Agreement page, review the license agreement, click I agree to the terms of license agreement, and then click Next.
On the User Inputs page, in the Destination Directory field, specify the directory in which you want to install the AR System clients, and click Next.
The default location is C:\Program Files\BMC Software\ARSystem
In the 64-bit JAVA Path field, specify the JRE path, and click Next.
In the Workspace field, specify the the directory in which you want to install Developer Studio, and click Next.
The default location is C:\Users\Administrator\DeveloperStudio
In the field, Data Import Tool field, specify the location where you want to install Data Import Tool and Atrium Integrator Spoon, and click Next.
The default location is C:\Users\Administrator\DataImportTool

Click Install.
Data Import Tool and Atrium Integrator Spoon are installed.
The AR System clients are installed.
(Optional) To review the installer log for any errors, click View Log.
The install logs are available at the C:\Users\Administrator\AppData\Local\Temp\arsystem_install_log.txt location.
After you have analyzed the logs, close the log.
To exit the AR System clients installer, click Done.

To perform post-installation checks

Verify the platform and application components pod are running by using the following command:
kubectl get pod -n <namespace>
The following image shows an example:

Verify that you can access the platform and application components by using the following URLs:

Application	URL
Mid Tier	https://<midtier-user ingress name>/arsys Use the hannah_admin user credentials to login.
BMC Helix Innovation Studio	https://<platform-user ingress name>/helix/index.html#/com.bmc.arsys.rx.innovationstudio Use the hannah_admin user credentials to login. BMC Helix Innovation Studio landing page URL that lists all the application links is as follows: https://<platform-user ingress name>
BMC Helix CMDB	https://<platform-cmdbapi>/cmdb/index.html Use the hannah_admin user credentials to login.
BMC Helix ITSM: Smart IT	https://<smartit ingress name> To access BMC Helix ITSM: Smart IT, you must set up a user with specific a Smart IT role. Learn about Smart IT roles and adding a user at Smart IT roles and permissions and Adding people without using templates.
BMC Digital Workplace Catalog	https://<catalog ingress name>/dwpc/index.html Use the hannah_admin user credentials to login.
BMC Digital Workplace	https://<dwp-default-ingress ingress name> Use the hannah_admin user credentials to login.
BMC Live Chat	https://<virtualchatserver ingress name> Use the admin user credentials to login.
Openfire	https://<openfire ingress name> Use the admin user credentials to login.
Support Assistant tool	https://<supportassisttool ingress name> Use the following default local user credentials: User name—admin Password—satAdmin1# Important: When you login for the first time, the change password field is displayed in the login dialog box. Make sure that you change the login credentials.

To find the ingress names, in your Jenkins server, run the following command:

kubectl get ing -n <namespace>

The following image shows an example output of the command:

Ingress names example.png

Example: URL to access Mid Tier is https://rtm-dev.aus-ranch.bmc.com/arsys.

To know the pods used by BMC Helix Platform Common Services, run the following command:

kubectl get pod -n <Platform common service namespace>
To know the pods used by BMC Helix Service Management services, run the following command:
kubectl get pod -n <Innovation suite namespace>
To know the resource utilization per pod, go to helix-on-prem-deployment-manager/configs and open the deployment specific file:
cat <deployment size>.json
For example:
cat medium.json

Important

If your database IP or DNS address changes post-installation of BMC Helix Service Management, to update the database details, see the knowledge article How to change Database IP / DNS post-installation.
If you are using a PostgreSQL database, make sure that you tune the database parameters post-installation of BMC Helix Service Management. For information about best practices for PostgreSQL database parameter tuning, see the knowledge article Recommended converged Platform OS and PostgreSQL parameters.

To restart application pods

After you perform a fresh installation of BMC Helix Service Management, if you want to restart all the application pods, perform the following steps:

Verify that the HELIX_RESTART deployment pipeline exists in your Jenkins server.
If the HELIX_RESTART deployment pipeline exists in your Jenkins server, skip step 2.

If the HELIX_RESTART pipeline is not present in your Jenkins server, add the pipeline by performing the following steps:

Log in to the Jenkins server by using the following URL:
http://<Jenkins server host name>:8080
On the Jenkins home page, click New Item.
In the Enter an item name field, enter the pipeline name as HELIX_RESTART.
Select Pipeline and click OK.
Click the Pipeline tab.

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 as pipeline/jenkinsfile/HELIX_RESTART.jenkinsfile

Click Apply and then Save.
After the pipeline is created, make sure that the pipeline is selected from Jenkins home page.
Click Build Now.
The first build fails because it needs to run the first time to load all the parameters of the pipeline script.
After the build fails, select the pipeline name again from the Jenkins home page.
The Build Now option changes to Build With Parameters.

In the HELIX_ONPREM_DEPLOYMENT pipeline, in the Build History section, select the last build, and click Rebuild.
Make sure that the parameter values that you specified during the build that you used to install BMC Helix Service Management are present.
In the PIPELINES section, select the HELIX_RESTART option.
Make sure that you do not select any other options in the section.
Click Rebuild.
The HELIX_ONPREM_DEPLOYMENT pipeline restarts all the application pods.

Important

The HELIX_RESTART pipeline performs a Helm update of all services in the BMC Helix Innovation Suite namespace and restarts them. All the changes made at the Kubernetes object level are overwritten.

To install additional locales

After you perform a fresh installation of BMC Helix Service Management, if you want to install additional locales, perform the following steps:

In the HELIX_ONPREM_DEPLOYMENT pipeline, in the Build History section, select the last build, and click Rebuild.
In the ENVIRONMENT DETAILS section, specify the DEPLOYMENT_MODE parameter value as SERVICE.
In the PIPELINES section, select the HELIX_GENERATE_CONFIG, HELIX_PLATFORM_DEPLOY, HELIX_NONPLATFORM_DEPLOY, HELIX_SMARTAPPS_DEPLOY option.
In the PRODUCT CONFIGURATIONS section, in the AR_LOCALE_TO_INSTALL parameter, add the additional locales that you want to install.
Click Rebuild.

To install additional products

After you perform a fresh installation of BMC Helix Service Management, if you want to install additional products later, perform the following steps:

In the HELIX_ONPREM_DEPLOYMENT pipeline, in the Build History section, select the last build, and click Rebuild.
In the ENVIRONMENT DETAILS section, specify the DEPLOYMENT_MODE parameter value as SERVICE.
In the PRODUCTS section, select the additional products that you want to install.
Example, to install BMC Helix Business Workflows , select the HELIX_BWF option.
In the PIPELINES section, select the HELIX_GENERATE_CONFIG option, and select the respective product deployment pipeline.
For example: To install BMC Helix Business Workflows, select the HELIX_SMARTAPPS_DEPLOY option.
Click Rebuild.

To modify user names and passwords

After you perform a fresh installation of BMC Helix Service Management, if you want to modify the user name and password values, perform the following steps.

You can modify the database user name, database password, and user passwords such as VC_RKM_PASSWORD, AR_SERVER_DSO_USER_PASSWORD, and VC_PROXY_USER_PASSWORD.

You cannot modify the hannah_admin user password.

In the HELIX_ONPREM_DEPLOYMENT pipeline, in the Build History section, select the last build, and click Rebuild.
In the ENVIRONMENT DETAILS section, specify the DEPLOYMENT_MODE parameter value as SERVICE.
In the PIPELINES section, select the HELIX_GENERATE_CONFIG, PLATFORM DEPLOY, NON PLATFORM DEPLOY, and SMARTAPPS DEPLOY options.
In the DATABASE DETAILS section, specify the values corresponding to the parameters that you want to modify.
For example, to modify your database user name and password, specify the values for AR_DB_USER and AR_DB_PASSWORD parameters.
Important: Make sure you retain the parameter values that you do not want to change.
Click Rebuild.

Where to go from here

Next task	Proceed with Obtaining-license-keys
Back to process	If you are finished Obtaining the license keys, return to the appropriate installation or upgrade process: Installing Migrating-Remedy-on-premises-to-BMC-Helix-Service-Management-on-premises

Performing the BMC Helix Service Management installation

Components deployed through pipelines

Before you begin

To address a failed pipeline execution

To install AR System clients

To perform post-installation checks

To restart application pods

To install additional locales

To install additional products

To modify user names and passwords

Where to go from here

On this page