What information is typically required in order to begin troubleshooting a failed BMC Helix IT Operations Management (ITOM) OnPrem Deployment Manager run.

• If Yes: Provide the following HCT output files for review:
  • hct-deployment.log
  • ade-healthcheck.log
  • consolidated.log
  • ADE_Health_<datatime>.html  e.g. ADE_Health_20240407134230.html
• If No: Run the Health Check Tool in "preinstall" mode and send the above output files

The Health Check Tool will detect and report many of the conditions which can result in a Deployment Manager failure. It is easier to troubleshoot such issues in the context of the Health Check Tool versus a failed Deployment Manager run.


2. Confirmation that the Sizing, Scalability and System Requirements were reviewed and followed:

• BMC Helix IT Operations Management(ITOM) On-Prem Planning documentation
• BMC Helix Service Management(ITSM OnPrem)

3. The following Log and Config files from the <helix-on-prem-deployment-manager> installation directory:

• <helix-on-prem-deployment-manager>/logs/deployment.log
• <helix-on-prem-deployment-manager>/configs/infra.config
• <helix-on-prem-deployment-manager>/configs/deployment.config
• <helix-on-prem-deployment-manager>/configs/bmc-helix-logging.config

4. The output of the following kubectl commands:  (Where helix-platform-namespace is the name of the namespace used for deploying BMC Helix IT Operations Management)

• kubectl get all -n helix-platform-namespace > allitems.out
• kubectl get events -A -n helix-platform-namespace > allevents.out

This output will display the status of every Pod, Job Run and Event in the environment. Once reviewed, the BMC Customer Support team may request the output of the "kubectl logs " and "kubectl describe " commands against any failed Pod or Job.

Note: In OpenShift environments, the "kubectl" in the commands above can be replaced with "oc".

See also: BEST FAQ on BMC Helix IT Operations Management OnPrem deployment