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ARS 7.5 Install Guide
ARS 7.5 Install Guide
00
Installation Guide
January 2009
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Preface 9
Obtaining system requirements and software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Contents 5
Chapter 4 Pre-installation procedures 45
General preparation tips for all products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Preparing to run the installer on a Windows system . . . . . . . . . . . . . . . . . . . . . . . . 46
Preparing to run the installer on a UNIX system . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Preparing to run the installer on a Unicode system . . . . . . . . . . . . . . . . . . . . . . . . . 48
Choosing a minimal versus custom setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Upgrading tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
AR System server pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Installing multiple instances. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Preinstallation considerations specific to UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Understanding port numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
AR System server name alias and host name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Upgrade, Overwrite, or Server Group options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Installing servers in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Required passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
API suite and plug-ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
BMC Remedy SNMP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Full Text Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Creating logs during installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Approval Server pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Assignment Engine pre-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Email Engine pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Software prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Windows—Preinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
UNIX—Preinstallation tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Flashboards pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Mid-tier pre-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Deciding how to install the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Deciding which JSP engine to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
What the installer does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Installing components and patches for the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . 70
Installing the AR Crystal Web Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Preparing your web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
BMC Remedy Developer Studio pre-installation procedures . . . . . . . . . . . . . . . . . . . . 72
BMC Remedy User and BMC Remedy Alert pre-installation procedures. . . . . . . . . . 73
Determining the user configuration directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Uninstalling existing client versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
6 Installation Guide
BMC Remedy Developer Studio worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
BMC Remedy Data Import worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Contents 7
Appendix C Unicode and AR System 125
Installing and upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Upgrading serialized data from version 6.3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Compatibility considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Character sets and lengths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Unicode and version 6.3.00. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Non-Unicode and version 7.x. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Unicode clients and non-Unicode servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
AR System components and Unicode considerations . . . . . . . . . . . . . . . . . . . . . . 132
Index 147
8 Installation Guide
Preface
IMPORTANT
The compatibility information listed in the product documentation is subject to
change. See the compatibility matrix at http://www.bmc.com/support_home for the
latest, most complete information about what is officially supported.
Carefully read the system requirements for your operating system, especially the
patch requirements.
NOTE
Read the Release Notes before you perform any of the steps in this chapter. Check
the Customer Support website for updated information about software patches
and the compatibility matrix.
Preface 9
BMC Remedy Action Request System 7.5.00
NOTE
To access the Customer Support website, you must have a Support contract.
AR System documents
The following table lists documentation available for AR System products.
Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is
available on AR System product installation DVDs, on the Customer Support
website (http://www.bmc.com/support_home), or both.
You can access product help through each product’s Help menu or by clicking
Help links.
10 Installation Guide
AR System documents
Preface 11
BMC Remedy Action Request System 7.5.00
1
The full title of each guide includes BMC Remedy Action Request System 7.5.00 (for
example, BMC Remedy Action Request System 7.5.00 Concepts Guide).
2
Application developers who use BMC Remedy Developer Studio.
3
C and Java programmers who write plug-ins and clients for AR System.
12 Installation Guide
Chapter
1 Planning an AR System
installation
AR System has many system features and configuration options. Planning is key
to a successful installation.
The following topics are provided:
Choosing a configuration (page 14)
Sample configurations (page 16)
Choosing a configuration
AR System consists of server and client features that you combine to create the
types of access you want to enable. Certain features are required for all AR System
installations, while other features are optional. This chapter describes the
following configurations:
“Configuring with minimum requirements” on page 16
“Extending configuration to multiple servers” on page 17
“Extending configuration to the Web” on page 18
“Extending configuration to include email access” on page 19
The sample configurations shown in this chapter do not represent all possible
combinations. Configurations are also flexible; you can change your configuration
any time.
AR System has a flexible and scalable architecture, and can be configured
depending on current and future needs.
AR System requires several compatible features to function correctly. Check the
compatibility matrix on the Customer Support website at http://www.bmc.com/
support_home to see if your current features are compatible with the AR System
version you are using.
The following features can be installed with the suite installer.
AR System server
The AR System server can be installed on UNIX, Linux®, or Windows.
The AR System server is the primary feature that manages user interaction with
the underlying database. The AR System server interacts with the database and
provides information to the user independent of the underlying database. For
more information, see the Concepts Guide.
AR System can be installed with a variety of underlying databases, such as
Microsoft SQL Server or Oracle®. The database can be installed on any computer
that is accessible to the AR System server.
The AR System installer creates an AR System database with a series of tables that
make up a data dictionary where form, filter, escalation, and other definitions are
stored. The AR System installer also creates the user of the AR System database.
The structure of the AR System database varies depending on the underlying
database. For more information, see the Database Reference Guide.
BMC Remedy Mid Tier
BMC Remedy Mid Tier can be installed on a UNIX, Linux, or Windows system.
Mid tier is optional middleware that enables AR System access through a browser.
A web server and the mid tier must be installed on the same computer. This
computer can be networked to the AR System server computer. One mid tier can
permit access to multiple AR System servers.
14 Installation Guide
Choosing a configuration
BMC Remedy Mid Tier Configuration Tool is installed with the mid tier. Use this
tool to define which AR System servers the mid tier can access.
Client computers must have a supported browser installed. Users need AR System
permissions to submit AR System requests and search the database through the
web.
For more information, see the Concepts Guide.
BMC Remedy Email Engine
Access to AR System servers is available to all supported platforms through the
BMC Remedy Email Engine (Email Engine).
The Email Engine is a process (on UNIX) or a service (on Windows) that
transforms email messages into an interface to the AR System server. The Email
Engine enables users to instruct the AR System server to perform queries,
submissions, or modifications to entries, all using email. The Email Engine can also
return the results of such requests in email, formatted as plain text, RTF, HTML, or
XML content. In addition, the Email Engine can process notifications using
workflow actions, such as filters and escalations.
For more information, see the BMC Remedy Email Engine Guide.
Approval Server
The BMC Remedy Approval Server is a self-contained, shared module that can be
attached to any AR System application. It is a flexible solution for automating any
approval or signature process across any organization. You can have multiple
Approval Servers running with multiple AR System servers on one machine.
Assignment Engine
The Assignment Engine enables you use processes instead of workflow to
automatically assign requests to individuals. When you install the Assignment
Engine, the installer installs forms to help you set up the processes. For more
information, see the Configuration Guide.
Flashboards
Flashboards enables you to include dynamic, graphical representations of data in
AR System forms. You can use flashboards to process, store, and display data in
the form of graphs, charts, text boxes, and meters. You can summarize data for
trend or historical analysis.
BMC Remedy Developer Studio
BMC Remedy Developer Studio is an integrated development environment (IDE)
for AR System applications. It provides all the application development functions
needed to design an application.
BMC Remedy Developer Studio uses the Java™-based Eclipse platform to provide
a framework for its functions. Eclipse includes functions to organize the user
interface (UI) and to work with UI components that Developer Studio provides.
BMC Remedy Developer Studio can be installed on Windows only.
NOTE
A user can also interact with the AR System server through supported browsers
connecting to the AR System server using the mid tier.
Sample configurations
The graphics on the following pages show the required and optional features in
sample configurations. These sample configurations do not demonstrate all
possibilities. AR System is flexible, adaptable, and scalable, so you can mix and
match features as needed.
16 Installation Guide
Sample configurations
One or more BMC Remedy User clients for administration and user access—
BMC Remedy User is required for some administrative tasks, so both
BMC Remedy Developer Studio and BMC Remedy User are typically installed
on client computers used by AR System administrators.
BMC Remedy User is required for user access in a minimum configuration and
is often installed, although not required, in other configurations if BMC Remedy
Mid Tier is installed.
One or more BMC Remedy Alert clients for user notification—BMC Remedy
Alert is an optional tool that receives alert notifications and notifies users
proactively that an alert has arrived. It is installed on client computers in the
same location as BMC Remedy User.
BMC Remedy
Developer Studio
AR System server
Alert
Database
AR System server
Alert
Database
18 Installation Guide
Sample configurations
AR System server
Mid tier
Alert
Database
20 Installation Guide
Chapter
Before you install AR System, you should understand the entire installation
process.
The following topics are provided:
Installation roadmap (page 22)
Important documents to review (page 22)
Hardware requirements (page 23)
Software requirements (page 25)
Licensing AR System (page 27)
NOTE
To avoid installation problems, consider installing only one version of the
AR System server on your computer.
Installation roadmap
The suite installer allows you to install one or many AR System features. Following
is an overview of the process you should follow when installing.
Step 3 If you have Unicode servers, review the Unicode appendix. (See page 125.)
Step 5 Prepare your system to install AR System features and clients. (See Chapter 4,
“Pre-installation procedures.”)
22 Installation Guide
Hardware requirements
Hardware requirements
The hardware requirements for any given environment depend on the size and
amount of activity you expect. This section describes minimum and recommended
requirements, suitable for a small organization.
In most cases, BMC recommends that you perform an analysis of your
organization’s needs to determine the hardware requirements for your
installation.
Minimum requirements
The minimum requirements given are intended for use in non-production, proof of
concept, or small development environments. These let you install the AR System
server, launch BMC Remedy User, and view the AR System sample application
without further customization on a Windows-based server.
Recommended requirements
The recommended requirements given are guidelines for use in a very small
production environment of approximately 50 concurrent users, or less, with
minimal expected throughput. Additional hardware resources are needed
depending on the size and number of applications used on the AR System server,
the number of users connecting to the AR System server, and the number of
transactions processed.
NOTE
The following requirements are for Windows-based servers. UNIX-based servers
have comparable hardware requirements.
NOTE
If you use a mid tier, BMC Remedy strongly recommends that you install it on a
separate server, with the same minimum and recommended requirements as an
AR System server. If, however, you do combine a mid tier and an AR System
installation on the same server, see the following section, “Combined AR System
and mid tier requirements,” for recommendations concerning that server’s
minimum and recommended hardware requirements.
24 Installation Guide
Software requirements
NOTE
Each additional complex application requires an additional 2 GB of disk space.
Software requirements
You must have the appropriate software installed before you install AR System
features and clients as outlined in the following lists.
See the compatibility matrix at http://www.bmc.com/support_home for a
complete list of compatible software and versions.
AR System server
One of the following databases:
IBM® DB2®
Informix
Microsoft SQL
Oracle
Sybase
Approval Server
AR System
Assignment Engine
AR System
Email Engine
AR System
Java Runtime Environment (JRE)
Mail server
Flashboards
AR System
BMC Remedy Mid Tier
Java Runtime Environment (JRE)
Mid Tier
Web application server
Java Development Kit (JDK)
Java Server Page (JSP) engine
AR System
Developer Studio
Java Runtime Environment (JRE)
BMC Remedy Data Import
Java Runtime Environment (JRE)
IMPORTANT
64-bit servers must run against 64-bit databases.
Plug-ins
On the HP Itanium platform (HPIA-64), HP-PA plug-in applications must be
configured to run in the C-based plug-in server. On the other 64-bit platforms,
plug-in applications can run in either the C-based or the Java-based plug-in server.
26 Installation Guide
Licensing AR System
Licensing AR System
AR System licensing grants the legal use of AR System and is necessary for
performing unlimited operations that change the database (for example, updating
requests).
NOTE
You do not need a license to install AR System features, such as BMC Remedy
Developer Studio.
For more information about licensing AR System, see the Configuration Guide.
28 Installation Guide
Chapter
Before you install the AR System server, you must prepare your database
properly.
The following topics are provided:
General database tips (page 30)
Preparing your Microsoft SQL server (page 31)
Preparing your Oracle database (page 33)
Preparing your Sybase database (page 35)
Preparing your DB2 database (page 37)
Preparing your Informix database (page 42)
NOTE
A common issue is that a router's Auto Negotiate option can incorrectly set the
router to 10 Mb Half Duplex. NICs, routers, and other network devices then agree
on the fastest speed to communicate together, but that speed is usually too slow.
To remove this variable, if all the network devices can communicate at 1GB Full
Duplex, set them as such, and disable the Auto Negotiate option on the router.
For technical assistance on installing your database, contact the database vendor.
30 Installation Guide
Preparing your Microsoft SQL server
Pre-creating a database
If you do not have DBA privileges, your database administrator must create an
empty database so that you are not asked for database information during the
installation.
32 Installation Guide
Preparing your Oracle database
For more information, see “To prepare your host computer for a Unicode
AR System installation or upgrade” on page 126.
8 Configure the tnsnames.ora file to make sure that the service name is the same as
the entry name for the server on which you are installing AR System. For example:
COMPUTER1 =
(DESCRIPTION =
(ADDRESS_LIST =
NOTE
If you are using a RAC or ASM Oracle database, you must create tablespaces before
installing AR System. For more information about creating tablespaces in RAC or
ASM databases, refer to your Oracle documentation.
34 Installation Guide
Preparing your Sybase database
Pre-creating a database
If you do not have DBA privileges, your database administrator must create an
empty database so that you are not asked for database information during the
installation.
use master
go
3 Create the login with a password, for example:
sp_addlogin 'ARAdmin', 'AR#Admin#'
go
4 Create the db_owner group, for example:
sp_addgroup db_owner
go
use master
go
6 Modify the login to make its default database, the earlier created database, for
example:
sp_modifylogin ARAdmin, defdb, ' ARSystem'
go
use ARSystem
go
36 Installation Guide
Preparing your DB2 database
7 Change the owner of the database to be the created user, for example:
sp_changedbowner 'ARAdmin'
go
use master
go
8 Add the select into option to the created database, for example:
sp_dboption ‘ARSystem’,’select into’,true
go
9 Use the created database.
use ARSystem
go
This section describes the steps you should perform with your DB2 database
before you install AR System.
38 Installation Guide
Preparing your DB2 database
8 Make sure that your database can accept network communication with the
parameters entered in the installation. (See the “AR System server worksheet” on
page 77 for the list of parameters.)
The network communication will use ODBC and be able to recognize your ODBC
data source.
9 For local installations, designate membership for the account.
a Create an operating system user account on the same computer where you
installed the DB2 database and where you will install the AR System server.
You can use any user name or password.
b For AR System root installations or AR System installations performed by a user
who is not a database instance administrator, make the user a member of the
following groups, which were created during the DB2 database installation:
db2iadm1
db2fadm1
db2asgrp
10 For remote installations, perform the following steps:
a Install the DB2 client on the same computer where the AR System server is
installed.
b Create an operating system user account on the same computer where you
installed the DB2 database and where you will install the AR System server. Use
the following values:
User name: Lowercase name (for example, aradmin)
Password: AR#Admin#
IMPORTANT
You must use the AR#Admin# password. For information about changing the
password after installation, see the Configuration Guide.
Pre-creating a database
If you do not have DBA privileges, your database administrator must create an
empty database so that you are not asked for database information during the
installation.
40 Installation Guide
Preparing your DB2 database
4 Create two bufferpools: one with a 16k pagesize and another with a 32k pagesize.
Bufferpool names are user-defined (for example: arbp1, arbp2).
create bufferpool arbp1 size 1000 pagesize 16k
create bufferpool arbp2 size 1000 pagesize 32k
5 Create one of the following tablespaces:
Create Database Managed Storage (DMS) tablespaces using the 16K pagesize
bufferpool created in step 4, for example:
CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY
DATABASE USING (FILE '/data1/ardata/artmp' 250M) extentsize 32
overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1
42 Installation Guide
Preparing your Informix database
44 Installation Guide
Chapter
4 Pre-installation procedures
Before you install AR System features, you must complete the pre-installation
procedures outlined in this chapter.
The following topics are provided:
General preparation tips for all products (page 46)
Upgrading tips (page 48)
AR System server pre-installation procedures (page 49)
Approval Server pre-installation procedures (page 63)
Assignment Engine pre-installation procedures (page 63)
Email Engine pre-installation procedures (page 64)
Flashboards pre-installation procedures (page 68)
Mid-tier pre-installation procedures (page 69)
BMC Remedy Developer Studio pre-installation procedures (page 72)
BMC Remedy User and BMC Remedy Alert pre-installation procedures
(page 73)
NOTE
If you do not configure these items before you run the installer, an installer panel
appears listing the steps required to handle these issues.
46 Installation Guide
General preparation tips for all products
NOTE
If you do not select the “Turn on DEP for all programs and services except those I
select” option, and then perform the remaining steps in this procedure, the
installer might not run correctly.
5 If the “Turn on DEP for all programs and services except for those I select” option
is selected, click Add.
6 Browse to the setup.exe installation application for AR System, and then click
Open.
The installation program appears in the DEP program area.
7 Click Apply, and then click OK.
8 Restart the computer.
IMPORTANT
You might use a custom installation when you want to install only one feature such
as the BMC Remedy Mid Tier, which are features that are usually installed on
servers separate from AR System.
Upgrading tips
You can upgrade from version 6.3.00 and later versions only.
To upgrade from a version prior to 6.3, upgrade to 6.3 using the 6.3 installer first;
then run the 7.5 installer.
When you upgrade the AR System server, the installer overwrites any system
forms that you customized (such as the User form). To use your customized
forms, reimport them after you upgrade the server.
If you are upgrading from a version prior to 7.1.00, export the licenses from your
existing AR System server before you begin the upgrade process. (If you import
the licenses from a different machine, you might need to provide the AR System
server host ID to obtain the license key.)
When upgrading, you must provide the same pre-7.5 installation directory, for
example:
If you installed AR System 7.1.00 in /usr/ar, enter /usr/ar during the
upgrade process.
If you installed AR System 7.1.00 in /usr/ar/hostName, enter /usr/ar/
hostName during the upgrade process.
48 Installation Guide
AR System server pre-installation procedures
Depending on the AR System feature you are upgrading, you can upgrade by
using the following methods:
In place—The feature is installed in the same directory to which you want to
upgrade.
Out place—The feature is installed in a different directory from the directory
to which you want to upgrade.
The following “in place” and “out place” upgrades are supported.
Step 1 Verify that you have at least the minimum AR System feature disk space
requirements to install. (See “Software requirements” on page 25.)
IMPORTANT
If you are installing any applications on top of the AR System server, check the
application documentation for disk space requirements. See the compatibility
matrix for operational specifications.
Step 2 Back up your database and file system before you install.
If you are upgrading, back up your data, object definitions, and applications.
Step 3 Complete the necessary steps in “General preparation tips for all products” on
page 46 and “Preinstallation considerations specific to UNIX” on page 50.
Step 4 Make sure that the server can be resolved to a server alias. (If you are installing
more than one server on a computer, make sure that each server has a unique
server alias. See “AR System server name alias and host name” on page 55.)
Step 5 Determine the ports that you will use. See “Understanding port numbers” on
page 53.
Step 6 If a previous version of the AR System server is on the machine, review “Upgrade,
Overwrite, or Server Group options” on page 56.
Step 7 If you are installing AR System server features, review the following sections:
50 Installation Guide
AR System server pre-installation procedures
Installing as non-root
You can install the AR System server as a root or non-root user.
When you install as a non-root user, you must update the system configuration
files manually. The installation script prompts you to do this and instructs you to
start a shell where you have root access or full read and write access.
NOTE
AIX also requires execute permission to the /usr/sbin/slibclean file, which is
assigned to the root user by default.
2 If you are installing full text search (FTS), make sure that you have write and
execute permissions to the SearchServer directories.
For more information, see “Installing Full Text Search” on page 137.
3 Run the AR System installation.
Some of the actions you will be prompted to perform (as non-root) include:
Create a number of directories and set permissions for those directories. For
example, the script prompts you to create the /etc/arsystem directory with
read/write permissions for all users.
Merge the contents of files, for example, merge the
ARSystemServerInstallDir/ar-Database/rpc file with the /etc/rpc file.
4 On the Linux® platform, if you will be starting arserverd as a non-root user, make
sure that the “open files” limit of the shell is set to 16384.
You can set up this limit for non-root users in the /etc/security/limits.conf
file.
52 Installation Guide
AR System server pre-installation procedures
NOTE
The AR System server does not have a default port or specific range of ports. The
operating system randomly assigns ports. To make sure that the portmapper
always uses the same port for the AR System server, specify a port during
installation or use the BMC Remedy AR System Administration Console to
configure the AR System server after you install it.
Detecting a portmapper
On Windows, the AR System installer searches for an existing portmapper. If a
portmapper is installed and running and you choose to register with a
portmapper, the AR System registers the server with that portmapper. If the
installer does not detect a running portmapper and you chose to register with
portmapper, the installer installs the portmapper and registers the server with that
portmapper.
NOTE
You can also add the ports to the TCD-Specific-Port and Plugin-Port
parameters in the ar.conf (ar.cfg) file. For more information, see the
Configuration Guide.
54 Installation Guide
AR System server pre-installation procedures
NOTE
When you install AR System, the computer from which you are installing must be
able to connect (“ping”) to the server alias you provide. The server host name need
not be a fully qualified host name; it can be a valid host name or IP address.
Additionally, Be sure to configure the primary DNS suffix. For more information,
ask your system administrator.
If the server will be accessible over a network, the server alias must be resolvable
to an IP address. To make sure that clients can resolve the server alias:
Use only alphanumeric names containing only lowercase letters a through z and
numbers 0 through 9.
You can use hyphens (-), but the name cannot start or end with a hyphen.
Avoid underscores (_) and other special characters ($, for example) because
these characters do not comply with DNS rules.
If you are installing multiple AR System servers on a single computer, make sure
each server alias is unique. Unique AR System server aliases:
Use the correct licenses.
Identify the correct AR System database for each AR System server.
Allow you to selectively stop and start server processes.
The AR System server alias identifies the configuration file and the service
(armonitor) associated with each AR System server.
On UNIX, the following daemons are listed for each AR System server that is
running: armonitor, arforkd, arplugin, and arserverd. To display all services
that are currently running, issue the following command:
# ps -ef | egrep ar
Upgrade option
If you choose the Upgrade option, your environment (forms, data, and workflow)
is retained, and the AR System database is updated to support the new server.
When you upgrade an existing AR System database:
Back up the existing AR System environment (forms, data, and workflow)
before you upgrade. To back up your environment, either back up your
underlying database or export the existing AR System data and server structure
definitions.
The upgrade process can vary from a few minutes to over an hour, depending
on the size of your database.
The upgrade process does not change the database to a different type of
database.
The upgrade changes the metadata only. It does not affect defined forms or
workflow created after the installation.
You must have sufficient database transaction log space before you attempt to
upgrade AR System. Log space needs depend on the database definition size,
number of records in the database, current version of the database, block size,
and extent size. It might require more disk space.
Verify that the new system message catalogs replace the original catalog files.
(See Appendix A, “Locating AR System files and forms,” to find the path to the
catalog files.)
56 Installation Guide
AR System server pre-installation procedures
IMPORTANT
When you upgrade the AR System server, the installer overwrites any system
forms that you customized (such as the User form). To use your customized forms,
reimport them after you upgrade the server.
Overwrite option
If you choose the Overwrite option, a new AR System database is created, and
your existing data and structures are lost. The server uses the database name and
user name that it used for the previous installation.
If you plan to restore your AR System data after the installation, export your
AR System data and definitions before you overwrite it.
58 Installation Guide
AR System server pre-installation procedures
Required passwords
When you install AR System, you are asked for the following passwords:
Local DSO User Password—Password required to use Distributed Server
Option (DSO). See the BMC Remedy Distributed Server Option Guide.
Application Service Password—Password for features such as Email Engine
and Flashboards.
If you are installing in a server group, the application service password must be
the same for all servers. For more information about server groups, see “Server
Group option for server groups” on page 57.
Mid-Tier Administration Password—Password to access the BMC Remedy
Mid Tier Configuration Tool. See the BMC Remedy Mid Tier Guide.
The AR System server requires passwords for application servers. This includes
the Application Services password, the Mid Tier Administrator password, the
Plug-in Local and Target passwords, and the DSO Local and Target passwords. If
these applications are already installed, make sure that the passwords you enter
match the passwords for the corresponding applications. If a password does not
match for a particular application, then the application will fail.
To change or set passwords on the AR System server, use the Connection Settings
tab in the AR System Administration: Server Information form (which is accessed
from the BMC Remedy AR System Administration Console). See the Configuration
Guide.
You can also change the passwords through other methods. To change the Mid
Tier Administrator password, see the BMC Remedy Mid Tier Guide. (This password
is titled the “Admin Password” in the Mid Tier Configuration Tool.) To change the
Email Engine’s password, updated the EmailDaemon.properties file as
described in the BMC Remedy Email Engine Guide. To set the Application Services
password for the Flashboards server, see the BMC Remedy Flashboards Guide. To set
the DSO passwords, see the BMC Remedy DSO guide.
If you plan to use AR System server 7.5.00 with an older mid tier (for example, you
are upgrading your server, but will continue to use an older mid tier while you test
the new AR System server), set the administrator password for the older mid tier
server. To do so, log in to the BMC Remedy Mid Tier Configuration Tool, click the
AR Server Settings link, and add the password to that server.
Web services
If you select the web services option, the installer installs files and forms that
enable the plug-in server to issue remote procedure calls (RPCs). For more
information about web services, see the Integration Guide.
If the Java jvm.dll library is not added to the PATH environment variable, you will
see the following error at the end of the installation:
arplugin can't find jvm.dll
60 Installation Guide
AR System server pre-installation procedures
62 Installation Guide
Approval Server pre-installation procedures
Windows—Preinstallation tasks
Complete the following tasks before you install the Email Engine on Windows.
Environment variables
Set any relevant environment variables to control the installation. For example, set
the PATH and CLASSPATH environment variables to use the correct version of Java.
NOTE
MAPI users only: If you are upgrading your Email Engine from a previous Email
Engine version and you do not need to change your existing MAPI configuration
information, you can skip this section.
64 Installation Guide
Email Engine pre-installation procedures
NOTE
Active directories only: Make sure that the Effective Rights option shares the correct
advanced rights.
UNIX—Preinstallation tasks
Complete the following steps before you install the Email Engine on UNIX.
66 Installation Guide
Email Engine pre-installation procedures
NOTE
On some UNIX platforms, you need to run the newaliases command to have the
ARSystem aliases recognized. See your UNIX system administration
documentation or UNIX system administrator if you have questions or problems.
The email directory /usr/spool/mail will vary between UNIX platforms.
3 Create the mailbox file you defined for this user in the /etc/aliases file or /usr/
lib/aliases file (HPUX), by performing the following command:
# touch /usr/spool/mail/ARSystem
4 Change the group name to daemon, or to the owner of the mailbox alias name, as
in the following example:
# chgrp daemon /usr/spool/mail/ARSystem
NOTE
The group name varies between UNIX platforms. For most UNIX platforms, it is
the group daemon, while on HPUX, it is mail. To verify the proper group name to
use, check the group name for the mail directory by using the command ls -ldg.
5 Change the mailbox permissions so they are readable and writable by all, as in the
following example:
# chmod 666 /usr/spool/mail/ARSystem
ls -laF /usr/spool/mail/ARSystem
-rw-rw-rw-- 1 daemon 0 May 30 16:55 /usr/spool/mail/ARSystem
68 Installation Guide
Mid-tier pre-installation procedures
Table 4-2: Components to install before you install the mid tier
Component More information
Java Software An SDK that is available from the appropriate third-party vendor’s site.
Developer’s Kit (SDK)
with the public Java
Runtime Environment
(JRE)
Web server See the compatibility matrix at http://www.bmc.com/support_home for a
complete list of supported web servers.
AR System server The AR System server can be installed locally, but the mid tier is typically installed
on a separate computer with network access to the server.
(Optional) Reporting If you will be running Crystal reports on the Web, install one of the following tools:
tool BusinessObjects Enterprise XI (recommended)
Crystal Reports Server XI
Crystal Web Component Server (which requires advance configuration) is available
from http://www.businessobjects.com/.
If this server is installed remotely, share the mid tier installation directory with the
remote Crystal server, specifying the full path to this directory. Make a note of this
directory path if you will access Crystal Web Component Server over a network.
For more information about configuring the mid tier to run reports on the Web, see
the BMC Remedy Mid Tier Guide.
(Optional) Home Page The home page form displays entry points on a given server or server group. The
server home-page server can be configured as a home-page server and must be an AR
System server.
For more information about home pages, see the Form and Application Objects Guide.
(Optional) Preference The preference server must be an AR System server, must be configured to be a
server preference server, and must be entered in the list of AR System servers. For more
information, see the Configuration Guide.
(Optional) Java Server If you are not using the Tomcat JSP engine that is bundled with the mid tier
Pages (JSP) engine installation, you must install and enable your supported JSP engine before you install
the mid tier. For a list of supported JSP engines, see the compatibility matrix at
http://www.bmc.com/support_home.
The appropriate See the Downloads & Patches link at http://www.bmc.com/support_home.
patches for your
configuration
70 Installation Guide
Mid-tier pre-installation procedures
3 Make sure that the DSO option on your Apache installation is enabled.
You can verify that DSO is enabled by running the following command to see the
list of modules after Apache has been installed:
ApacheInstallDir/bin/httpd -l
If you see mod_so.c in the list, then DSO has been enabled.
4 To minimize security exposure, include umask 077 in the web server start
sequence.
Using umask 077 makes sure that files created by the web server processes will be
owned and only usable by the user who runs that web server.
72 Installation Guide
BMC Remedy User and BMC Remedy Alert pre-installation procedures
74 Installation Guide
Chapter
5 Installation worksheets
The suite installer allows you to choose the AR System features you want to install.
Several of the features require that you enter parameters such as file location
information. This chapter includes a worksheet for each feature that requires
information to complete the installation.
The following topics are provided:
All features worksheet (page 76)
AR System server worksheet (page 77)
BMC Remedy Approval Server worksheet (page 84)
BMC Remedy Assignment Engine worksheet (page 84)
BMC Remedy Email Engine worksheet (page 85)
BMC Remedy Flashboards worksheet (page 87)
BMC Remedy Mid Tier worksheet (page 88)
BMC Remedy User and BMC Remedy Alert worksheet (page 90)
BMC Remedy Developer Studio worksheet (page 91)
BMC Remedy Data Import worksheet (page 91)
76 Installation Guide
AR System server worksheet
78 Installation Guide
AR System server worksheet
80 Installation Guide
AR System server worksheet
82 Installation Guide
AR System server worksheet
84 Installation Guide
BMC Remedy Email Engine worksheet
86 Installation Guide
BMC Remedy Flashboards worksheet
88 Installation Guide
BMC Remedy Mid Tier worksheet
90 Installation Guide
BMC Remedy Developer Studio worksheet
92 Installation Guide
Chapter
You can run the suite installer to install multiple AR System features on one
machine simultaneously. You can also run a separate installer for BMC Remedy
User or BMC Remedy Alert.
The chapter is divided into sections for each installer:
Running the suite installer (page 94)
Running the client installers (page 94)
IMPORTANT
It is recommended that you install BMC Remedy Mid Tier on a separate server
from AR System.
94 Installation Guide
Chapter
7 Post-installation procedures
After you complete the installation, you might need to perform post-installation
procedures depending on the features you installed.
The following topics are provided:
Post-installation tip for upgrades (page 96)
AR System server post-installation procedures (page 96)
Approval Server post-installation procedures (page 97)
Email Engine post-installation procedures (page 98)
Flashboards post-installation procedures (page 100)
Mid Tier post-installation procedures (page 102)
WARNING
Do not use the kill -9 command to stop the AR System server, or your database
might be left in an inconsistent state.
96 Installation Guide
Approval Server post-installation procedures
When the plug-in server starts, it checks the AR System configuration file (ar.cfg
or ar.conf) for a list of plug-ins to load. The installation script adds one of the
following entries for the Approval Server plug-in to the AR System configuration
file:
Plugin: arapprove.dll (Windows)
Plugin: arapprove (UNIX)
NOTE
If you stop the AR System server manually from the Services window, the Email
Engine stops. However, the engine does not start again when you restart the
AR System server—you must restart the engine manually.
98 Installation Guide
Email Engine post-installation procedures
To start and stop the Email Engine manually on Windows from the Services
window
1 Choose Start > Settings > Control Panel > Administrative Tools > Services to open
the Services window.
2 Select the BMC Remedy Email Engine service.
3 Right-click the service and choose Start or Stop.
The email service will start or stop immediately.
To start and stop the Email Engine manually on Windows from the command
line
1 Change directories to the Email Engine installation directory:
cd emailEngineInstallDirectory
2 Enter either of the following commands to start the Email Engine:
emailstart
java -cp emaildaemon.jar;arapi75.jar;arutil75.jar;activation;
jar;mail.jar;imap.jar;smtp.jar;pop3.jar;
com.bmc.arsys.emaildaemon.EmailDaemon
3 To stop the Email Engine, press CTRL+C.
NOTE
MAPI mailbox users only: If you did not configure your MAPI mailbox during
installation, change the Email Engine login information in the Services window to
your Windows user account.
WARNING
Some servlet engines cannot reset the cookie path for the JSESSIONID cookie, even
with the filter parameters enabled.
TIP
Be sure to preserve the order in which the XML tags appear within the web.xml
file.
<web-app>
<display-name>Remedy AR System</display-name>
<filter>
<filter-name>ProxyFilter</filter-name>
<filter-class>com.remedy.arsys.stubs.ProxyFilter
</filter-class>
</filter>
<!--Optional init parameter for setting the cookie path -
uncomment to enable and set accordingly
<init-param>
<param-name>cookie-path</param-name>
Add this text
to enable <param-value>/</param-value>
the filter. </init-param>
-->
<filter-mapping>
<filter-name>ProxyFilter</filter-name>
<url-pattern>/*</url-pattern>
</filter-mapping>
<listener>
<listener-class>
com.remedy.arsys.stubs.SessionData$ReleaseSessionData
</listener-class>
</listener>
<servlet>
<servlet-name>SetupServlet</servlet-name>
<servlet-class>com.remedy.arsys.stubs.SetupServlet
</servlet-class>
<load-on-startup>1</load-on-startup>
</servlet>
<!-- Session related servlets -->
(… Rest of web.xml file …)
NOTE
If you do not plan to use the ServletExec application server, you can uninstall it.
4 Click the Web Service Extensions folder for your local computer.
5 Right-click ServletExec in the list of Web Service Extensions, then choose Prohibit.
6 Right-click the Web Sites folder in the left navigation pane, then choose Properties.
7 On the ISAPI Filters tab, remove ServletExec from the list of filters.
8 Click OK, and close the IIS Manager.
9 Stop and restart the IIS.
Troubleshooting tips
NOTE
Some web environments such as WebSphere or Oracle® AS might install their own
Java SDK that is not registered globally, thus the mid-tier installer might report
that no Java SDK was found. If this is the case, you can ignore the error message
and continue installing the mid tier.
8 Uninstalling AR System
features and clients
NOTE
If you customize forms, any automatically installed forms are overwritten when
you perform an upgrade.
Uninstallation tips
AR System server
If you are uninstalling the server, the uninstall process does not remove the
AR System database from your system. Your data and structures remain intact,
so you can choose to upgrade the AR System database if you reinstall the server.
BMC Remedy Mid Tier
If you chose to install Tomcat when you installed the mid tier, Tomcat is also
uninstalled when you uninstall the mid tier.
If you installed Tomcat and the mid tier, and you are running Windows in an IIS
environment, Redirector is installed. Redirector is not removed during the
uninstallation process. You must remove it manually.
If you are using the Apache web server, remove the following lines from
ApacheInstallDir/conf/httpd.conf:
LoadModule jk_module modules/mod_jk.so
JkWorkersFile /usr/ar/apache-tomcat-version/conf/
arsysworker.properties
JkLogFile /usr/apache_version/logs/mod_jk.log
JkLogLevel info
JkLogStampFormat "[%a %b %d %H:%M:%S %Y] "
JkOptions +ForwardURIEscaped +ForwardURICompatUnparsed
JkRequestLogFormat "%w %V %T"
JkMount /arsys/* arsysWorker1
This appendix describes the AR System feature and client files and forms that the
installer creates and modifies during installation.
You cannot move AR System server files. You must reinstall AR System if you
want to move the server to a new computer. You can preserve the environment by
exporting data and structures and importing them into the new location. See the
Configuration Guide and the Form and Application Objects Guide for more
information.
The following topics are provided:
Default installation directories (page 112)
Installed files and locations (page 113)
IMPORTANT
If you upgrade, new files are installed. If those files exist from the previous
installation, they are overwritten. Otherwise, the legacy files are left on the file
system unaltered.
Windows locations
Table A-1: AR System server file locations (Windows) (Sheet 1 of 2)
File Location
Executable/DLL files ARSystemInstallDir\
Configuration file ARSystemInstallDir\conf\armonitor.cfg
ARSystemInstallDir\conf\ar.cfg
AR and ar.ini files C:\Documents and Settings\userName\
Application Data\AR System\HOME
Install log file %temp%\arsystem_install_log.txt
Default log files ARSystemInstallDir\Arserver\Db\*.log
Log files generated ARSystemInstallDir\Logs
during import of data to
the AR System server
database
Error files ARSystemInstallDir\Arserver\Db\arerror.log
API Package ARSystemInstallDir\Arserver\api
Java doc files:
ARSystemInstallDir\Arserver\api\doc
Header files:
ARSystemInstallDir\Arserver\api\include\*.h
Library files:
ARSystemInstallDir\lib*.dll
Source code:
ARSystemInstallDir\Arserver\api\driver
Sample files ARSystemInstallDir\Arserver\samples
By default, ARSystemInstallDir is C:\Program Files\BMC Software\
ARSystem on Windows.
NOTE
If you use centralized preferences, the ARSystemHomeDirectory files are stored on
the server and not in the local directories.
UNIX locations
Table A-2: AR System server file locations (UNIX)
File Location
Executable files ARSystemInstallDir/bin
Configuration files /etc/arsystem/ARServerID/armonitor.conf
ARSystemInstallDir/conf/ar.conf
AR System servers ARSystemInstallDir/conf/ar
/etc/init.d/arsystem
/etc/init.d/arsystem_serverName
Note: During the installation, you can choose to have a
startup script included.
Default log file ARSystemInstallDir/db/*.log
Install log file /usr/tmp/arsystem_install_log.txt
/tmp/arsystem_install_log.txt (SUSE Linux
and Red Hat Linux)
Log files generated during ARSystemInstallDir/Logs
import of data to the
AR System server database
Error file ARSystemInstallDir/db/arerror.log
Lock files ARSystemInstallDir/db/*.lck
API Package ARSystemInstallDir/api
Java doc files:
ARSystemInstallDir/api/doc
Header files:
ARSystemInstallDir/api/include/*.h
Library files:
ARSystemInstallDir/api/lib/*.a
Source code examples:
ARSystemInstallDir/api/src
Sample Application ARSystemInstallDir/arserver/samples
Catalog files /usr/lib/locale/C/LC_MESSAGES (Solaris and
Linux®)
/usr/lib/nls/C (HPUX)
/usr/lib/nls/msg/En_US (AIX)
System Error Messages Help ARSystemInstallDir/help
Forms that the installer ARSystemInstallDir/installforms
imports during installation
Forms that the server self- ARSystemInstallDir/systemforms
imports at startup
By default, ARSystemInstallDir is /opt/bmc/ARSystem on UNIX.
Windows locations
Table A-3: Approval Server files (Windows)
Category Location
Templates ARSystemInstallDir\approval\Templates\*.imp
ARSystemInstallDir\approval\Templates\*.arm
Localized files ARSystemInstallDir\approval\locale\*.arx
ARSystemInstallDir\approval\locale\*.def
ARSystemInstallDir\approval\locale\*.xml
Logs ARSystemInstallDir\approval\Logs\
ApprovalServer.html
ARSystemInstallDir\approval\Logs\
ApprovalServer.log
ARSystemInstallDir\approval\Logs\
ApprovalServer_debug.dbg
ARSystemInstallDir\approval\Logs\
ApprovalServer_error.dbg
ARSystemInstallDir\approval\Logs\
getgroup,result
ARSystemInstallDir\approval\Logs\
getsvrinfo.result
Uninstallation ARSystemInstallDir\approval\Uninstall\*.lst
files ARSystemInstallDir\approval\Uninstall\*.xml
UNIX locations
Table A-4: Approval Server files (UNIX) (Sheet 1 of 2)
Category Location
Binary files ARSystemInstallDir/approval/bin/arapprove.so
Utilities ARSystemInstallDir/approval/bin/arjoinfix
ARSystemInstallDir/approval/bin/arapupgd
Logs ARSystemInstallDir/approval/Logs/
ApprovalServer.html
ARSystemInstallDir/approval/Logs/
ApprovalServer.log
ARSystemInstallDir/approval/Logs/
ApprovalServer_debug.dbg
ARSystemInstallDir/approval/Logs/
ApprovalServer_error.log
ARSystemInstallDir/approval/Logs/getgroup,result
ARSystemInstallDir/approval/Logs/getsvrinfo.result
Windows locations
Table A-5: Email Engine file locations (Windows)
Category Location
Executable/DLL files C:\Program Files\BMC Software\ARSystem\AREmail
Configuration file C:\Program Files\BMC Software\ARSystem\
AREmail\ EmailDaemon.properties
Install log file %temp%\arsystem_install_log.txt
Default log files C:\Program Files\BMC Software\ARSystem\
AREmail\Logs\stdout.log
Error files C:\Program Files\BMC Software\ARSystem\
AREmail\Logs\stderr.log
Forms that the installer C:\Program Files\BMC Software\ARSystem\
imports during AREmail\*.def
installation
Batch file to start Email C:\Program Files\BMC Software\ARSystem\
Engine AREmail\EmailStart.bat
Batch file to Stop Email C:\Program Files\BMC Software\ARSystem\
Engine AREmail\EmailStop.bat
UNIX locations
Table A-6: Email Engine file locations (UNIX)
Category Location
Executable/DLL files /opt/bmc/ARSystem/AREmail
Configuration file /opt/bmc/ARSystem/AREmail/
EmailDaemon.properties
Install log file /usr/tmp/arsystem_install_log.txt
/tmp/arsystem_install_log.txt (SUSE Linux and Red
Hat Linux)
Default log files /opt/bmc/ARSystem/AREmail/Logs/stdout.log
Error files /opt/bmc/ARSystem/AREmail/Logs/stderr.log
Forms that the installer /opt/bmc/ARSystem/AREmail/*.def
imports during
installation
Batch file to start Email /opt/bmc/ARSystem/AREmail/EmailStart.bat
Engine
Batch file to Stop Email /opt/bmc/ARSystem/AREmail/EmailStop.bat
Engine
NOTE
To use an encrypted password, use the -J passwordOption= option. To encrypt
your password, see “Encrypting passwords” on page 146.
NOTE
Each database client library has special mechanisms for specifying the codeset in
which database clients attempt to communicate with the AR System server. If
these mechanisms specify a codeset that is not consistent with the codeset that the
AR System server and upgrade programs expect, errors and data corruption can
occur. The following procedure can help you avoid this problem.
NOTE
Informix uses the CLIENT_LOCALE environment variable, but the arsystem script
sets this variable from the locale set by LANG.
Sybase determines its client character set from the locale set by LANG.
SQL Server is a Unicode database, so you do not need to perform any steps to set
it up.
NOTE
Run the arufix63 program only if a user application stores serialized AR System-
owned strings (qualifiers and assignments) such as those created by the
Application-Parse-Qual-SField and Application-Parse-Val-SField
commands, and only if those strings contain non-ASCII characters.
Compatibility considerations
The AR System 7.x and later servers and clients are generally compatible with
older AR System servers and clients. However, Unicode operations require special
compatibility considerations.
AR System server
An AR System server running in Unicode mode might be required to run another
program (as a Run Process action, for example) and to accept characters written by
the program through the program's standard output.
On UNIX systems, the program must write UTF-8 characters to its output. For
example, an AR System server running in Unicode mode expects data returned
from a Set Fields filter action to be in UTF-8. A non-Unicode server running in the
Japanese locale expects data to be returned in EUC.
On Windows systems, AR System inspects the first 2 bytes of the program’s output
to determine if it is UTF-16. If it is UTF-16, AR System treats it as Unicode.
Otherwise, AR System treats the program’s output as characters from the system’s
active code page. For example, a Japanese server runs on a operating system using
Windows codepage 932 (Shift-JIS character set.)
NOTE
In AR System 6.x, it is possible to run an AR System server in non-Unicode mode
with a Unicode database. In AR System 7.x and later, this type of configuration is
not supported.
Plug-in server
Two codesets affect the plug-in server and the plug-ins that run under it:
The codeset in which the server provides characters when it calls the plug-in’s
callback routines
The codeset that the plug-in uses when it makes API calls to the server
The server always uses its own codeset when delivering characters to plug-in
callback routines. Therefore, a Unicode server always delivers characters in the
UTF-8 codeset.
Mid tier
Version 7.x and later of the mid tier is a Unicode client for the AR System server.
A single mid tier can manage clients and transfer data in any language supported
by AR System.
The mid tier’s Flashboards service renders characters for display. Be sure that fonts
are available for the characters of all languages in which you provide Flashboards.
API programs
When operating in Unicode mode, the API accepts and returns characters in the
UTF-8 character encoding. It does not support the UTF-16 character encoding.
runmacro
The runmacro program, which is sometimes used to do batch exports of data, is not
Unicode-safe. Do not use runmacro with a Unicode server.
Utilities
The following utilities can be used with Unicode servers:
artext
arhelp
archgsel
archgid
arworkflow
ardisabled
arlabel
This appendix describes how to install Open Text SearchServer software for Full
Text Search (FTS).
The following topics are provided:
Installing SearchServer on Windows (page 138)
Installing SearchServer on UNIX and Linux (page 140)
Installing FTS in a server group (page 142)
NOTE
You will notice references to “Hummingbird Search Server” in the document
because that is the previous name for the Open Text SearchServer product, and
some options were not changed in the software.
Step 4 Add and activate the FTS fixed and floating licenses (see the Configuration Guide).
IMPORTANT
SearchServer will not work if installed on a network drive. The installation will
appear to be successful, but several Open Text services will not start.
4 Enter or accept the following information (BMC recommends that you accept the
defaults.)
5 Click Install.
If errors occurred during the installation, click the link provided to view the
error.log file.
NOTE
If you install SearchServer after the AR System server, re-run the AR System
installer, and select only the Full Text Search option.
Step 4 Add and activate the FTS fixed and floating licenses (see the Configuration Guide).
2 Navigate to the LicenseKey.txt file, and copy your SearchServer license key.
3 From the DVD or temporary directory, execute the ./setup script.
4 To select Open Text SearchServer, enter 2.
5 Review the information on the splash screen and each license agreement screen,
pressing ENTER to advance to the next one.
6 When you reach the last license agreement screen, enter Yes to accept the terms of
the license agreement.
7 In the SearchServer Directory screen, perform one of these actions:
Press ENTER to accept the default SearchServer installation directory.
Enter the path to the location in which to install SearchServer.
8 In the Product License Key screen, enter the SearchServer license key from the
LicenseKey.txt file (see step 2).
9 In the Components screen, press ENTER to accept the default configuration.
10 In the Configuration JDBC Port Settings screen, perform one of these actions:
Press ENTER to accept the default SSJDBC port (3103).
Enter the SSJDBC port to use.
IMPORTANT
If you edit this port setting, the port number must match the port number specified
in the hsserver.conf file (C portion) and the jdbc.properties file (Java
portion).
11 In the Configuration Servlet Port Settings screen, perform one of these actions:
Press ENTER to accept the default servlet port (8660).
Enter the servlet port to use, and press ENTER.
NOTE
Open Text recommends that the servlet port values be unused and between 2048
and 65000.
The Open Text SearchServer SS Servlet Container is required to process JSPs and
to run Open Text SearchServer Servlet applications, SSAdmin, and SSOnline. The
HTTP port setting is the port number on which the Servlet Container instance
listens for requests.
12 In the Summary Information screen, review the information and press ENTER to
begin the installation.
If errors occurred during the installation, find the error.log file in the
~/Hummingbird/SearchServer61/logs directory.
NOTE
If you install SearchServer after the AR System server, re-run the AR System
installer, and select only the Full Text Search option.
3 To run SearchServer after you install FTS and AR System, run ssenv.sh (or
ssenv.csh) before starting SearchServer. This will add the variables needed by
SearchServer to run with AR System.
To start SearchServer, run the following command:
SearchServerInstallDir/bin/ssjsd start
This appendix AR System Maintenance Tool that can help you access logs to help
you troubleshoot issues you have with the installer. The tool also allows you to
encrypt your password.
The following topics are provided:
Using installation and uninstallation logs (page 144)
Encrypting passwords (page 146)
NOTE
AR System does not use the Configuration tab. This tab is for other applications
such as BMC Remedy Atrium. For more information, see the documentation for
those products.
Each time that you run the AR System installer or uninstaller, a log file in the
AR System Maintenance Tool is created. A new tab’s name reflects the date and
time of the installer or uninstaller is run.
To view logs
1 Open the AR System Maintenance Tool.
On Windows, go to ARSystemServerInstallDir\arsystem and double-click
ARSystemMaintenanceTool.cmd.
On UNIX, go to ARSystemServerInstallDir/arsystem and run
./ARSystemMaintenanceTool.sh.
You can also run the tool from the installation DVD (go to the utility folder.)
2 Click the Logs tab.
3 Click the Install Log button or the Uninstall Log button. (To browse for a specific
log file, click Browse to Log instead.)
A tab for each installation log or uninstallation log is displayed.
4 Click the tab for the log you want to view.
5 Search for rows highlighted in red (errors) or yellow (warnings).
6 To sort columns, click the column header.
To reverse sort a column, press the Shift key while clicking the column header.
Encrypting passwords
The AR System Maintenance Tool allows you to create an encrypted password.
You might use this encrypted password when running a silent installation.
Index
Numerics B
32-bit JRE 26 BMC Remedy Alert
64-bit platforms 26 installation worksheet 90
64-bit servers 50 BMC Remedy Alert, pre-installation procedures 73
BMC Remedy Developer Studio
installation worksheet 91
A pre-installation procedures 72
Action Request System External Authentication BMC Remedy Mid Tier
(AREA). See AREA components needed 70
AIX and Oracle 50 free space needed 69
API nstallation option 60 installation worksheet 88
Approval Server load balancer 102
installation worksheet 84 post-installation procedures 102
post-installation procedures 97 pre-installation procedures 69
pre-installation procedures 63 proxy server 102
Approval Server file locations 116 troubleshooting installation 107
AR Crystal Web Application 71 what installer does 69
AR System Maintenance Tool 143 BMC Remedy User
AR System Portmapper. See portmapper installation worksheet 90
AR System server pre-installation procedures 73
installation worksheet 77 BMC Software, contacting 2
post-installation procedures 96
pre-installation procedures 49
starting manually (UNIX) 96, 100
C
starting manually (Windows) 96 changing the group ID, Linux 108
stopping manually (UNIX) 96, 100 character set lengths 130
ARDBC plug-in, installation option 60 client
AREA plug-in, installation option 60 file locations 119
arsystem script 96, 126 pre-installation procedures 73
arufix63 129 client file locations 119
ARWebReportViewer 69 compatibility, Unicode 130
assigning port numbers 54 components required by mid tier 70
Assignment Engine configuration
installation worksheet 84 choosing 14
pre-installation procedures 63 extending to email access 19
authentication mode 31 extending to multiple servers 17
extending to the Web 18
minimal 16
samples 16
Index 147
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
configuring
changing password 107
H
Flashboards sample variables 101 hardware requirements 23
Flashboards samples 100 headless installation 50
custom setup 48 Home directory 73
customer support 3 host name 55
D I
data execution prevention (DEP) 46 IIS, running with Tomcat 105, 108
databases Informix database, preparing to install 42
installing tips 30 installation directories 112
pre-creating 32, 36, 40 installation log files 144
DB2 database installation roadmap 22
32KB tablespace 40 installation worksheet
pre-create 40 all features 76
preparing the environment 37 Approval Server 84
tablespaces 37 AR System server 77
DB2CODEPAGE and Unicode 127 Assignment Engine 84
default installation directories 112 BMC Remedy Developer Studio 91
default port numbers 55 BMC Remedy Mid Tier 88
documentation, AR System 10 BMC Remedy User 90
Email Engine 85
Flashboards 87
E installation, silent 121
Email Engine installer, running 94
installation worksheet 85 installing multiple instances 50
post-installation procedures 98 ISAPI filter 108
pre-installation procedures 64
stopping and starting 98
upgrading 66
J
encrypting passwords 146 Java SDK, troubleshooting 107
JRE, 32-bit 26
JSP engine, deciding which to use 69
F
file locations
Approval Server 116
L
AR System 113, 115 LANG
clients 119 DB2 38
mid tier 118 Informix 42
Flashboards Oracle 33
installation worksheet 87 Sybase 35
post-installation procedures 100 LD_LIBRARY_PATH variable 51
pre-installation procedures 68 lengths of character sets 130
FTS. See Full Text Search libdb2.so 38
Full Text Search Linux, changing the group ID value 108
installing on UNIX and Linux 140 listener, Oracle 34
installing on Windows 138 load balancer and mid tier 102
preparing to install 61 log files, install and uninstall 144
M post-installation procedures
Approval Server 97
mailboxes, UNIX 67 AR System server 96
Maintenance Tool 143 BMC Remedy Mid Tier 102
MAPI Email Engine 98
changing after installation 99 Flashboards 100
mail protocols 64 stopping and starting Email Engine 98
MBOX mail protocols 64 upgrades 96
memory growth, increasing default (HP-UX) 97 pre-created database
Microsoft SQL Server. See SQL Server DB2 40
mid tier. See BMC Remedy Mid Tier SQL 32
minimal setup 48 Sybase 36
minimum configuration 16 pre-installation procedures
mode, authentication 31 Approval Server 63
multiple instances 50 AR System server 49
Assignment Engine 63
BMC Remedy Alert 73
N BMC Remedy Developer Studio 72
naming server 55 BMC Remedy Mid Tier 69
NLS_LANG and Unicode 127 BMC Remedy User 73
non-root installation Email Engine 64
Email Engine (UNIX) 68 Flashboards 68
server (UNIX) 51 non-root user issues 68
UNIX 50
preparing
O DB2 database 37
Informix database 42
options.txt 121
Oracle database 33
Oracle database
SQL Server database 31
AIX and 50
Sybase database 35
listener 34
product support 3
preparing 33
proxy server and mid tier 102
overwrite installation option 57
P R
Redirector and uninstallation 110
password
registering with portmapper 53
changing mid tier configuration password 107
requirements
configuring 107
components for mid tier 70
encryption 146
hardware 23
patches for mid tier 70
software 25
performance, improving 30
system 10
platforms, 64-bit 26
reserved port numbers 54
Plug-in server
roadmap, installation 22
armonitor and 97
running Flashboards server (UNIX) 100
preventing Approval Server startup 98
running the installer 94
plug-ins
ARDBC installation option 60
AREA installation option 60
installation options 60
S
port numbers 53, 54 sample
portmapper, registering server with 53 configurations 16
flashboards 100
Index 149
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
X
XWindows installer 47
Index 151
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Ehcache License
Copyright 2003-2007 Greg Luck
Copyright 2003-2007 Luck Consulting Pty Ltd
Licensed under the Apache License, Version 2.0 (the "License"); you may not use this file except in compliance with the License.
You may obtain a copy of the License at http://www.apache.org/licenses/LICENSE-2.0
Unless required by applicable law or agreed to in writing, software distributed under the License is distributed on an "AS IS" BASIS,
WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the License for the specific language
governing permissions and limitations under the License.
_____________________________________________
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---- Part 1: CMU/UCD copyright notice: (BSD like) -----
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Derivative Work - 1996, 1998-2000
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---- Part 2: Networks Associates Technology, Inc copyright notice (BSD) -----
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---- Part 3: Cambridge Broadband Ltd. copyright notice (BSD) -----
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ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
---- Part 4: Sun Microsystems, Inc. copyright notice (BSD) -----
Copyright © 2003 Sun Microsystems, Inc., 4150 Network Circle, Santa Clara, California 95054, U.S.A. All rights reserved. Use is subject
to license terms below.
This distribution may include materials developed by third parties. Sun, Sun Microsystems, the Sun logo and Solaris are trademarks
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---- Part 5: Sparta, Inc copyright notice (BSD) -----
Copyright (c) 2003-2004, Sparta, Inc All rights reserved.
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---- Part 6: Cisco/BUPTNIC copyright notice (BSD) -----
Copyright (c) 2004, Cisco, Inc and Information Network Center of Beijing University of Posts and Telecommunications. All rights
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Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following
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This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit. (http://www.openssl.org/).
Copyright (c) 1998-2003 The OpenSSL Project. All rights reserved.
Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following
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1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
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"This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit. (http://www.openssl.org/)"
4. The names "OpenSSL Toolkit" and "OpenSSL Project" must not be used to endorse or promote products derived from this
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5. Products derived from this software may not be called "OpenSSL" nor may "OpenSSL" appear in their names without prior
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THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT ``AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES,
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LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES
(INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR
PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN
CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF
THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
====================================================================
This product includes cryptographic software written by Eric Young (eay@cryptsoft.com). This product includes software written
by Tim Hudson (tjh@cryptsoft.com).
Original SSLeay License
Copyright (C) 1995-1998 Eric Young (eay@cryptsoft.com) All rights reserved.
This package is an SSL implementation written by Eric Young (eay@cryptsoft.com).
The implementation was written so as to conform with Netscapes SSL.
This library is free for commercial and non-commercial use as long as the following conditions are aheared to. The following
conditions apply to all code found in this distribution, be it the RC4, RSA, lhash, DES, etc., code; not just the SSL code. The SSL
documentation included with this distribution is covered by the same copyright terms except that the holder is Tim Hudson
(tjh@cryptsoft.com).
Copyright remains Eric Young's, and as such any Copyright notices in the code are not to be removed. If this package is used in a
product, Eric Young should be given attribution as the author of the parts of the library used. This can be in the form of a textual
message at program startup or in documentation (online or textual) provided with the package.
Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following
conditions are met:
1. Redistributions of source code must retain the copyright notice, this list of conditions and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer
in the documentation and/or other materials provided with the distribution.
3. All advertising materials mentioning features or use of this software must display the following acknowledgement:
"This product includes cryptographic software written by Eric Young (eay@cryptsoft.com)" The word 'cryptographic' can be left
out if the rouines from the library being used are not cryptographic related :-).
4. If you include any Windows specific code (or a derivative thereof) from the apps directory (application code) you must include
an acknowledgement: "This product includes software written by Tim Hudson (tjh@cryptsoft.com)"
THIS SOFTWARE IS PROVIDED BY ERIC YOUNG ``AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT
NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE
DISCLAIMED. IN NO EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT,
INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO,
PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION)
HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT
(INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF
ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
Sun License
Copyright 1994-2006 Sun Microsystems, Inc. All Rights Reserved.
Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following
conditions are met:
Redistribution of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
Redistribution in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the
documentation and/or other materials provided with the distribution.
Neither the name of Sun Microsystems, Inc. or the names of contributors may be used to endorse or promote products derived from
this software without specific prior written permission.
This software is provided "AS IS," without a warranty of any kind. ALL EXPRESS OR IMPLIED CONDITIONS,
REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR
A PARTICULAR PURPOSE OR NON-INFRINGEMENT, ARE HEREBY EXCLUDED. SUN MICROSYSTEMS, INC. ("SUN") AND
ITS LICENSORS SHALL NOT BE LIABLE FOR ANY DAMAGES SUFFERED BY LICENSEE AS A RESULT OF USING,
MODIFYING OR DISTRIBUTING THIS SOFTWARE OR ITS DERIVATIVES. IN NO EVENT WILL SUN OR ITS LICENSORS BE
LIABLE FOR ANY LOST REVENUE, PROFIT OR DATA, OR FOR DIRECT, INDIRECT, SPECIAL, CONSEQUENTIAL,
INCIDENTAL OR PUNITIVE DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY,
ARISING OUT OF THE USE OF OR INABILITY TO USE THIS SOFTWARE, EVEN IF SUN HAS BEEN ADVISED OF THE
POSSIBILITY OF SUCH DAMAGES.
You acknowledge that this software is not designed, licensed or intended for use in the design, construction, operation or
maintenance of any nuclear facility.
YAHOO LICENSE
Copyright (c) 2006, Yahoo! Inc. All rights reserved.
Redistribution and use of this software in source and binary forms, with or without modification, are permitted provided that the
following conditions are met:
Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the
documentation and/or other materials provided with the distribution.
Neither the name of Yahoo! Inc. nor the names of its contributors may be used to endorse or promote products derived from this
software without specific prior written permission of Yahoo! Inc.
THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR
IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND
FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR
CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL
DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE,
DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER
IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF
THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
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