How troubleshooting steps change when working with BMC Products Running in Containers

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Knowledge Article

How troubleshooting steps change when working with BMC Products Running in Containers
Tips for common troubleshooting steps which may be different for BMC products running in containers.
Remedy AR System Server
Remedy AR System Server
All Remedy products version 21.05 onwards - includes CMDB, SSO, AR Server, ITSM, SmartIT Digital Workplace
Remedy AR System Server
Remedy AR System Server
All Remedy products version 21.05 onwards - includes CMDB, SSO, AR Server, ITSM, SmartIT Digital Workplace
Starting with version 21.05 BMC is beginning to distribute its software as containers.  As a result of this change some of the troubleshooting steps detailed in BMC Knowledgebase articles will be different compared to those used for host-based versions. 
The table below lists common actions which are used in articles and suggests container appropriate alternatives.

In all cases, please contact BMC Support for advice if you are in any doubt whether the steps in a Knowledge Article are applicable to the version you are using.
 
ActionContainer Based Steps
Reinstalling a product or component to resolve an issue.Replace running container with a newly created one.
Editing a file stored on the host where the product runs.Use configuration controls within the BMC product or use a Kubernetes configmap to provide access to a file stored outside of the container.
Collection of files (eg - logs and configuration) from the host for sending to BMC Support or further analysis.Use Kubernetes/docker commands to copy files from a container to an external system or product specific tools such as the Support Assistant where available.
Installation and upgrades.Refer to product documentation for the appropriate release.
Processes such as patch and hotfix deployments that include binary payloads.Obtain an updated image from BMC and use to replace the running container.
Updates to third party components such as Java.Obtain an updated image from BMC and use to replace the running container.
Actions that refer to Windows specific features such as Control Panel services or registry modifications.BMC product containers are Linux based so the article contents may not be applicable if there is no Linux alternative.
Changes to the host operating system or network.Use Kubernetes equivalents if applicable.
Use of host-based utilities or tools which interact with the host outside of the BMC Product.Use Kubernetes equivalents if applicable.
Updating individual files which reside inside a container.Obtain an updated image from BMC and use to replace the running container.
KA references a BMC utility which is not included as part of a product image.Refer to product documentation or contact BMC Support for alternatives

 
Remedy AR System Server
Remedy AR System Server
All Remedy products version 21.05 onwards - includes CMDB, SSO, AR Server, ITSM, SmartIT Digital Workplace
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