Skip to Content

Applying hotfix 25.4.01.001

 

If you are using the BMC Helix Service Management version 25.4.01, apply the 25.4.01 hotfix 1 to leverage product defect fixes in your on-premises environment.

This hotfix contains a fix for applications such as BMC Helix Multi-Cloud Broker, BMC Helix Business Workflows, and custom applications that fail after the BMC Helix Innovation Suite server starts enforcing referential integrity checks for child records, addressing the DRD21-139140 issue.
For more information about the issue, see Known and corrected issues.

Before you begin

Task 1: 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_25.4.01.001.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_25.4.01.001.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_25.4.01.001.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_25.4.01.001.zip file.The BMC_Remedy_Deployment_Manager_Configuration_Release_25.4.01.001.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.

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 ENVIRONMENT DETAILS section, specify the following parameters:

    Parameter

    Description

    ROUTE_ENABLED

    Do not select this checkbox.

    ROUTE_TLS_ENABLED

    Do not select this checkbox.

    OS_RESTRICTED_SCC

    Select this checkbox 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.

    ENABLE_RSSO_MULTI_DOMAIN

    Select the check box to enable BMC Helix Single Sign-On multi-domain configuration if you want to host Service Management applications and the BMC Helix Platform on separate domains.

    Important:

    • If you do not have permissions to create a secret, you must manually create a service account, role, and role binding for the multiple domain support.
      See  Creating a service account to use a key encryption key.
    •  You must use the service account value that you specify in the COMMON_IS_SERVICE_ACCOUNT parameter. 
    CUSTOM_CERTIFICATE

    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.

    ENVIRONMENT_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.

    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 as 2025401.1.00.00

    PLATFORM_HELM_VERSION

    Specify the target version of the Helm repositories as 2025401.1.01.00

    SMARTAPPS_HELM_VERSION

    Specify the version of the Helm repositories for applications as 2025401.1.01.00

    DEPLOYMENT_TYPE

    Specify the value as UPDATE.

    DEPLOYMENT_MODE

    Specify the value as FULL.

    Important: (Controlled availability customers only) If you have installed BMC Helix Service Management in CORE deployment mode, specify the value as CORE.

    If you are BMC Helix Service Management FULL mode, you cannot switch to the CORE deployment mode while upgrading BMC Helix Service Management to version 25.4.01.001. You can switch to the CORE deployment mode after the upgrade.

    For information about transitioning to CORE deployment, see Transitioning between deployment modes.

  4. In the PRODUCTS section, specify the following parameters:

    Information

    Important
    Do not select any new products during the upgrade that were not part of your base BMC Helix Service Management version. If you want to install a new product, do so after the BMC Helix Service Management upgrade is completed.

    Parameter

    Description

    HELIX_VIRTUALCHAT

    Select this checkbox to install BMC Live Chat.

    HELIX_OPENFIRE

    Select this checkbox to install Openfire.

    HELIX_DWP

    Select this checkbox to install BMC Digital Workplace.

    HELIX_DWPA

    Select this checkbox to install BMC Digital Workplace Catalog.

    HELIX_CLOUD_ACTIONS

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

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

    HELIX_NETOPS

    Select this checkbox to install BMC Helix Telco Extensions.

    HELIX_GPT

    Select this checkbox to install BMC HelixGPT.

    Important: After you complete the BMC Helix Service Management installation, make sure that you perform the following tasks:

    • Configure BMC HelixGPT for BMC Helix Service Management. See Configuring Ask HelixGPT for BMC Helix ITSM in BMC Helix ITSM: Service Desk documentation.
    • Add the Digital Workplace URL and the Digital Workplace Catalog URL in the BMC Helix Innovation Studio under Chatbot integrations.
    HELIX_DSOSelect this checkbox to enable the Distributed Server Option (DSO) service in BMC Helix Innovation Suite.

    HELIX_BWF

    Select this checkbox to install BMC Helix Business Workflows.

    HELIX_MCSM

    Select this checkbox to install BMC Helix Multi-Cloud Broker.

    HELIX_ITSM_INSIGHTS

    Select this checkbox to install BMC Helix ITSM Insights.

    HELIX_TSOMPLUGIN

    Select this checkbox to install TrueSight Operations Management plug-ins.

    HELIX_SMARTAPPS_CSM

    Select this checkbox to install BMC Helix Customer Service Management (CSM).

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

    HELIX_SMARTAPPS_FAS

    Select this checkbox to install BMC Helix Portfolio Management.

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

    HELIX_DRIFT_MANAGEMENTPLUGIN

    Select this checkbox to install Drift Management.

    HELIX_CLAMAV

    Select this checkbox to install Clam AntiVirus.

    HELIX_NETOPS

    Select this checkbox to install BMC Helix Telco Extensions.

    BWF_DEPLOY_SAMPLE_CONTENT_PACK 

    Select this checkbox to deploy BMC Helix Business Workflows sample content package.

    DWP_DEPLOY_SAMPLE_CONTENT_PACK

     

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

    CLOUDACTIONS_DEPLOY_SAMPLE_CONTENT_PACK

    Select this checkbox to deploy the connectors sample content package.

  5. In the LOGGING CONFIGURATION section, specify the following parameters:

    ParameterDescription

    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.

    LOGS_ELASTICSEARCH_TLS

    Select this checkbox.

    LOGS_ELASTICSEARCH_PASSWORD

    Specify the password that you provided for Kibana in the secrets.txt file while you were installing BMC Helix Platform service. 

  6. In the SERVICE ACCOUNT section, specify the following parameters:

    Parameter

    Description

    COMMON_IS_SERVICE_ACCOUNTSpecify the value as sa-is-common.
    This account is a common service account for all Service Management application pods except the platform and Support Assistant Tool pods.
    ENABLE_PLATFORM_RBAC

    Select this checkbox to create a service account, role, and role binding for key encryption key (KEK) automatically through pipeline. 

    Do not select this checkbox if you want to manually create a service account, role, and role binding for KEK. To create a service account, role, and role binding manually, see Creating a service account to use a key encryption key.

    In the PIPELINES section, specify the following parameters:

    Parameter

    Description

    HELIX_GENERATE_CONFIG

    Select this checkbox.

    HELIX_PLATFORM_DEPLOY

    		Do not select this checkbox.

    HELIX_NONPLATFORM_DEPLOY

    		Do not select this checkbox.

    HELIX_CONFIGURE_ITSM

    Do not select this checkbox.

    HELIX_SMARTAPPS_DEPLOY

    		Do not select this checkbox.

    SUPPORT_ASSISTANT_TOOL

    		Do not select this checkbox.

    HELIX_INTEROPS_DEPLOY

    Select this checkbox 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 checkbox if you have not activated the above services in an earlier version of BMC Helix Service Management.

    HELIX_FULL_STACK_UPGRADE

    Select this checkbox.

    HELIX_POST_DEPLOY_CONFIG

    Do not select this checkbox.

    HELIX_DR

    Do not select this checkbox.

    SCALE_DOWN

    Do not select this checkbox.

    HELIX_RESTART

    Do not select this checkbox.

    Warning

    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.

  7. In the DATABASE DETAILS section, specify the following parameters:
    ParameterDescription

    DB_SSL_ENABLED

    Do not select this checkbox.

    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.

  8. In the PRODUCT CONFIGURATIONS 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 checkbox to start the Normalization service on the platform-int pod.

    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.

    LOGS_ELASTICSEARCH_HOSTNAME  

    Specify the Elasticsearch EFK service name that is running on the BMC Helix Logging namespace in 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_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>

    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.

    ENABLE_EXTERNAL_SECRET_VAULTSelect this checkbox to integrate and use a CyberArk vault for password management.
    See Integrating BMC Helix Service Management with the CyberArk vault.

  9. In the RSSO PARAMETERS section, specify the following parameter:

    Parameter

    Description

    TENANT_DOMAIN

    Value of the Tenant parameter that you specified while configuring the BMC Helix Single Sign-On realm.

  10. 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.

  11. In the SPLUNK CONFIGURATION DETAILS section, specify the value for the parameters if you are using Splunk as an external log source:
    ParameterDescription
    SIDECAR_FLUENTBIT_OUTPUT_TYPESelect this checkbox.
    SIDECAR_FLUENT_SPLUNK_HOSTNAMESpecify the Splunk host name.
    SIDECAR_FLUENT_SPLUNK_PORTSpecify the Splunk port.
    SIDECAR_FLUENT_OUTPUT_CUSTOMSpecify the FluentBit output.
    SIDECAR_FLUENT_SPLUNK_TOKENSpecify the Splunk token.
  12. Click Rebuild.
    The HELIX_ONPREM_DEPLOYMENT pipeline upgrades the platform and applications.

    If the FULL_STACK_UPGRADE pipeline fails and requests a rollback, do not select Proceed. Instead, select Abort to stop both the pipeline and the upgrade process. 

    Do not rebuild the FULL_STACK_UPGRADE pipeline until you identify the root cause of the failure.  For information on troubleshooting the failure issues, Troubleshooting upgrade and pipeline failure issues.

  13. 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>

Where to go from here

Performing-the-postinstallation-configurations

 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Service Management Deployment 25.4.01