ARS 7.5 Install Guide

www.bmc.com

BMC Remedy Action Request System 7.5.00

Installation Guide

January 2009

If you have comments or suggestions about this documentation, contact Information Design and Development by email at [email protected].

Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities.

United States and Canada

Address BMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827 USA

Telephone 713 918 8800 or800 841 2031

Fax 713 918 8000

Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000

© Copyright 1991–2009 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.

IBM, AIX, and DB2 are registered trademarks of International Business Machines Corporation in the United States, other countries, or both.

Linux is the registered trademark of Linus Torvalds.

UNIX is the registered trademark of The Open Group in the US and other countries.

Oracle is a registered trademark of Oracle Corporation.

Java and Sun are trademarks of Sun Microsystems, Inc., in the U.S. and other countries.

BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.

Restricted rights legendU.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.

http://www.bmc.com

mailto:[email protected]

Customer Support

You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

Support website

You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support_home. From this website, you can:

■ Read overviews about support services and programs that BMC Software offers.■ Find the most current information about BMC Software products.■ Search a database for problems similar to yours and possible solutions.■ Order or download product documentation.■ Report a problem or ask a question.■ Subscribe to receive email notices when new product versions are released.■ Find worldwide BMC Software support center locations and contact information, including email addresses, fax

numbers, and telephone numbers.

Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.

Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:

■ Product information

— Product name— Product version (release number)— License number and password (trial or permanent)

■ Operating system and environment information

— Machine type— Operating system type, version, and service pack— System hardware configuration— Serial numbers— Related software (database, application, and communication) including type, version, and service pack or

maintenance level

■ Sequence of events leading to the problem

■ Commands and options that you used

■ Messages received (and the time and date that you received them)

— Product error messages— Messages from the operating system, such as file system full— Messages from related software

http://www.bmc.com/support_home


License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following methods:

■ E-mail [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.)

■ In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance.

■ Submit a new issue at http://www.bmc.com/support_home.



Contents

Preface 9

Obtaining system requirements and software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 1 Planning an AR System installation 13

Choosing a configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Sample configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Configuring with minimum requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Extending configuration to multiple servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Extending configuration to the Web. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Extending configuration to include email access . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Chapter 2 Roadmap and requirements 21

Installation roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Important documents to review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

AR System server and BMC Remedy Mid Tier hardware requirements . . . . . . . 23AR System application hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Server operating system platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Licensing AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Chapter 3 Preparing your database 29

General database tips. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Preparing your Microsoft SQL server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Windows Authentication mode and SQL server . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Pre-creating a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Preparing your Oracle database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Setting up a previously created tablespace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Preparing your Sybase database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Pre-creating a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Preparing your DB2 database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Creation of a 32KB tablespace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Pre-creating a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Preparing your Informix database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Contents 5

Chapter 4 Pre-installation procedures 45

General preparation tips for all products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Preparing to run the installer on a Windows system . . . . . . . . . . . . . . . . . . . . . . . . 46Preparing to run the installer on a UNIX system . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Preparing to run the installer on a Unicode system . . . . . . . . . . . . . . . . . . . . . . . . . 48Choosing a minimal versus custom setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Upgrading tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48AR System server pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Installing multiple instances. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Preinstallation considerations specific to UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Understanding port numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53AR System server name alias and host name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Upgrade, Overwrite, or Server Group options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Installing servers in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Required passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59API suite and plug-ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60BMC Remedy SNMP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Full Text Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Creating logs during installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Approval Server pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Assignment Engine pre-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Email Engine pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Software prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Windows—Preinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64UNIX—Preinstallation tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Flashboards pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Mid-tier pre-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Deciding how to install the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Deciding which JSP engine to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69What the installer does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Installing components and patches for the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . 70Installing the AR Crystal Web Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Preparing your web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

BMC Remedy Developer Studio pre-installation procedures . . . . . . . . . . . . . . . . . . . . 72BMC Remedy User and BMC Remedy Alert pre-installation procedures. . . . . . . . . . 73

Determining the user configuration directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Uninstalling existing client versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Chapter 5 Installation worksheets 75

All features worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76AR System server worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77BMC Remedy Approval Server worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84BMC Remedy Assignment Engine worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84BMC Remedy Email Engine worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85BMC Remedy Flashboards worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87BMC Remedy Mid Tier worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88BMC Remedy User and BMC Remedy Alert worksheet . . . . . . . . . . . . . . . . . . . . . . . . 90

6 Installation Guide

BMC Remedy Developer Studio worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91BMC Remedy Data Import worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Chapter 6 Running the installers 93

Running the suite installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Running the client installers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Chapter 7 Post-installation procedures 95

Post-installation tip for upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96AR System server post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Starting and stopping the AR System server manually. . . . . . . . . . . . . . . . . . . . . . 96Increasing the default maximum memory growth on HP-UX . . . . . . . . . . . . . . . . 97

Approval Server post-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Email Engine post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Starting and stopping the Email Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Flashboards post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Starting or stopping the Flashboards server manually . . . . . . . . . . . . . . . . . . . . . 100Running the Flashboards server after exiting a shell . . . . . . . . . . . . . . . . . . . . . . . 100Installing and configuring Flashboards samples . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Mid Tier post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Verifying that the mid tier is working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Making sure your JSP engine has the proper permissions . . . . . . . . . . . . . . . . . . 102Proxy server and load balancer settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Running Tomcat with IIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Disabling ServletExec after an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Changing the mid tier configuration password . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Troubleshooting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Chapter 8 Uninstalling AR System features and clients 109

Uninstalling AR System features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Uninstallation tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Appendix A Locating AR System files and forms 111

Default installation directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Installed files and locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

AR System server file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Approval Server file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116BMC Remedy Email Engine locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117BMC Remedy Mid Tier file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118AR System client file locations on Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Appendix B Using the silent installer 121

Contents 7

Appendix C Unicode and AR System 125

Installing and upgrading. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Upgrading serialized data from version 6.3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Compatibility considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Character sets and lengths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Unicode and version 6.3.00. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Non-Unicode and version 7.x. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Unicode clients and non-Unicode servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132AR System components and Unicode considerations . . . . . . . . . . . . . . . . . . . . . . 132

Appendix D Installing Full Text Search 137

Installing SearchServer on Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Installing SearchServer on UNIX and Linux . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Installing FTS in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Appendix E Using the AR System Maintenance Tool 143

Using installation and uninstallation logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Contents of the logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Zipping logs to send to BMC Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Encrypting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Index 147


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.

This guide provides general information and step-by-step instructions for installing the BMC Remedy Action Request System (AR System) 7.5.00 features.

The guide is intended for system administrators who will install the AR System features. To successfully install the features, you should be familiar with the environment you are installing the server on (Windows or UNIX®), database configuration, and web configuration.

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



Obtaining system requirements and softwareSystem requirements vary for server and client computers, and for international environments.

You might need to upgrade your operating system (or, in the case of servers, your database) to be compatible with the new version of AR System. See the following documents at http://www.bmc.com/support_home for the most current information about system requirements, including international and client requirements and patch requirements:

� Release notes

� Product compatibility matrix

NOTE To access the Customer Support website, you must have a Support contract.

AR System software is available by HTTP download or on DVD. If you download AR System, you will receive a password when you make your purchase. You must have a password to download the software and documentation.

For more information about obtaining software, contact your sales representative.

Non-Web-based clients are available for Windows only. Client computers must have network access to the installed AR System servers they will connect to. This requires any of the network adapter cards (that support TCP/IP protocol or Windows sockets) needed by the networking software to connect to the network where the AR System server resides.

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.

Title Description Audience

Concepts Guide1 Overview of AR System architecture and features; includes information about add-on products that extend AR System functionality and a comprehensive glossary for the entire AR System documentation set.

Everyone

Installation Guide Instructions for installing AR System. Administrators

Introduction to Application Development with BMC Remedy Developer Studio

Information about the development of AR System applications, including an introduction to using BMC Remedy Developer Studio.

Developers2




AR System documents

Form and Application Objects Guide

Information about AR System applications and their user interface components, including forms, fields, views, menus, and images.

Developers

Workflow Objects Guide Information about the AR System workflow objects (active links, filters, and escalations) and how to use them to create processes that enforce business rules.

Developers

Configuration Guide Information about configuring AR System servers and clients, localizing, importing and exporting data, and archiving data.

Administrators

BMC Remedy Mid Tier Guide Information about configuring the mid tier, setting up applications for the mid tier, and using applications in browsers.

Administrators

Integration Guide Instructions for integrating AR System with external systems by using web services, plug-ins, and other products, including LDAP, OLE, and ARDBC.

Administrators/Developers/Programmers3

Optimizing and Troubleshooting Guide

Information about monitoring and maintaining AR System and AR System applications to optimize performance and solve problems.

Administrators/Developers/Programmers

Database Reference Database administration topics and rules related to how AR System interacts with specific databases; includes an overview of the data dictionary tables.

Administrators/Developers/Programmers

BMC Remedy Distributed Server Option Guide

Information about implementing a distributed AR System server environment with BMC Remedy Distributed Server Option (DSO).

Administrators

BMC Remedy Flashboards Guide

Instructions for creating, modifying, and administering flashboards to display and monitor AR System information.

Administrators/Developers

C API Reference Information about AR System data structures, C API function calls, and OLE support.

Programmers

C API Quick Reference Quick reference to C API function calls. Programmers

Java API Information about Sun™ Java™ classes, methods, and variables that integrate with AR System. For the location of the JAR file containing this online documentation, see the information about the Java API in the Integration Guide.

Programmers

Java Plug-in API Information about Java classes, methods, and variables used to write plug-ins for AR System. For the location of the JAR file containing this online documentation, see the information about plug-ins in the Integration Guide.

Programmers

BMC Remedy Email Engine Guide

Instructions for configuring and using BMC Remedy Email Engine.

Administrators

Error Messages Guide Descriptions of AR System error messages. Administrators/Developers/Programmers

Master Index Combined index of all books. Everyone

BMC Remedy Approval Server Guide

Instructions for using BMC Remedy Approval Server to automate approval and signature processes in your organization.

Administrators


Preface 11


1 The full title of each guide includes BMC Remedy Action Request System 7.5.00 (forexample, 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.

Release Notes Information about new features, compatibility, and international issues.

Everyone

Release Notes with Open Issues

Information about new features, compatibility, international issues, installation planning, and open issues.

Everyone

BMC Remedy User Help Instructions for using BMC Remedy User. Everyone

BMC Remedy Developer Studio Help

Instructions for using BMC Remedy Developer Studio to develop AR System forms, workflow objects, and applications.

Developers

BMC Remedy Data Import Help

Instructions for using BMC Remedy Data Import. Administrators

BMC Remedy Alert Help Instructions for using BMC Remedy Alert. Everyone

BMC Remedy Mid Tier Configuration Tool Help

Instructions for configuring BMC Remedy Mid Tier. Administrators

BMC Remedy Browser Help

Instructions for using AR System forms in browsers. Everyone



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 configurationAR 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.




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.



BMC Remedy Data Import

BMC Remedy Data Import allows you to import data from a source file into an AR System form.

BMC Remedy User

BMC Remedy User serves two functions:

� Permits users to access AR System from client computers where they can submit requests and search the database.

� Provides administrative functions.

For more information, see BMC Remedy User help.

BMC Remedy User 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.

BMC Remedy Alert

BMC Remedy Alert is an optional feature that informs users about AR System transactions, such as when a request has been assigned to a user, or when a request has been escalated.

Users can access alerts with BMC Remedy User, or through a browser if the mid tier is installed and BMC Remedy Alert has been configured for the Web.

BMC Remedy Alert can be installed on Windows only.

Sample configurationsThe 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.

Configuring with minimum requirementsThe minimum requirements for an AR System configuration are:

� A database—You can install the AR System server on the same computer as the database, or on a remote computer with network access to the database.

� An AR System server—The server communicates with, and is the interface to, the database.

� One or more BMC Remedy Developer Studio clients for server administration—BMC Remedy Developer Studio can be installed on the same computer as a Windows AR System server, or installed on a remote computer with network access to a Windows or UNIX AR System server.


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.

Figure 1-1: Minimum configuration for AR System

Extending configuration to multiple serversYou can extend your system configuration to include two or more AR System servers. For example, you can add another AR System server exclusively for development, or several AR System servers for production.

Each AR System server communicates with one database. Multiple AR System servers can communicate with the same database.

BMC Remedy User


AR System server

Database

Alert



Figure 1-2: Extended configuration for AR System

Extending configuration to the WebYou can install the mid tier and required supporting features on a web server computer to allow users to access AR System through a browser. The web server and mid tier must be installed on the same computer, and this computer can be networked to the AR System server computer. All features can be installed on the same computer, but verify that the computer has adequate resources available (memory, disk space, processor power).

Client computers require a supported browser and Internet or intranet access to the mid tier computer to access AR System.

In addition to the required mid tier configuration, web configuration requires:

� BMC Remedy Mid Tier that resides on a web server computer—A supported web server, Sun Microsystems SDK (which includes the JRE™), a supported Java Server Pages (JSP) engine, and a supported browser are required. A single mid tier can access multiple AR System servers.

For more information about Sun Java products, go tohttp://java.sun.com/j2se/.

� User clients that have a supported browser installed—No installation is required on client computers. You can use your browser to access the alert list without installing BMC Remedy Alert; however, you must install BMC Remedy Alert to receive alerts.

A browser-only client configuration is suitable for environments in which users will access AR System through a browser. However, you can also install BMC Remedy User on client computers to provide a choice of access tools.

BMC Remedy User


AR System server

Database

Alert

Alert


http://java.sun.com/j2se/

Sample configurations

Figure 1-3: Typical web configuration for AR System

Extending configuration to include email accessTo allow users to access AR System through an email client, and to receive email notifications, you must install and configure the Email Engine on each instance of AR System server.

The Email Engine configuration requires:

� A mail server that supports either SMTP (on UNIX or Windows) or MAPI (on Windows only) for outgoing mail, and POP3, IMAP4, MAPI, or MBOX for incoming mail. The mail server must be accessible by the Email Engine.

� A compatible version of Java for your operating system.

For more information about using the Email Engine, see the BMC Remedy Email Engine Guide.

BMC Remedy User


Web browsers

AR System server

Database

Mid tier

Alert

Alert




Chapter

2
Roadmap and requirements
Before you install AR System, you should understand the entire installation process.


� 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 roadmapThe 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 1 Choose a configuration. (See page 13.)

Step 2 Review the documentation. (See page 22.)

Step 3 If you have Unicode servers, review the Unicode appendix. (See page 125.)

Step 4 Prepare your database. (See Chapter 3, “Preparing your database.”)

Step 5 Prepare your system to install AR System features and clients. (See Chapter 4, “Pre-installation procedures.”)

Step 6 Complete the worksheets. (See Chapter 5, “Installation worksheets.”)

Step 7 Install AR System. (See Chapter 6, “Running the installers.”)

Step 8 Perform post-installation procedures. (See Chapter 7, “Post-installation procedures.”)

Step 9 License the server. (See the Configuration Guide.)

Important documents to review� Review open issues, localization, and other AR System information in the

AR System 7.5.00 Release Notes, which can be found at http://www.bmc.com/support_home.

� Review the most current product compatibility information at http://www.bmc.com/support_home.

� If you plan to install BMC Remedy applications, review the individual applications manuals and release notes. Minimum requirements for applications exceed the minimum requirements for installing the server and mid tier.

You can find these documents on product DVDs or at http://www.bmc.com/support_home.








Hardware requirements

Hardware requirementsThe 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.

The following requirements do not include database minimum requirements, which vary by vendor. See the database vendor’s documentation for recommended database system requirements.

AR System server and BMC Remedy Mid Tier hardware requirementsThis section discusses the minimum and recommended hardware requirements for a server running AR System or BMC Remedy Mid Tier (mid tier).

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.



Combined AR System and mid tier requirementsThis section describes the hardware requirements for a single server running both AR System and the BMC Remedy Mid Tier.

Client tool requirementsThe minimum requirements for BMC Remedy User and BMC Remedy Alert are:

� Pentium 4-class

� 1.3 GHz or higher

� 512 MB memory

� 75 MB of free disk space

The minimum requirements for BMC Remedy Developer Studio are:

� Pentium 4-class

� 1.3 GHz or higher

� 512 MB memory

� 100 MB of free disk space

Table 2-1: AR System server and mid tier hardware requirements

Minimum Recommended

512 MB of available RAM 1 GB of available RAM

800 MB of available hard disk space 2 GB of available hard disk space

2.8 GHz processor 2.8 GHz processor

Table 2-2: Combined AR System and mid tier requirements

Minimum Recommended

1 GB of available RAM 2 GB of available RAM

1.5 GB of available hard disk space 4 GB of available hard disk space

2.8 GHz processor 2.8 GHz processor


Software requirements

AR System application hardware requirementsThe basic AR System hardware requirements increase when you install applications that run on top of AR System. The following table displays the minimum and recommended hardware requirements for an AR System server and one complex application (for example, a BMC Remedy ITSM application), in a production environment, on a Windows-based server.

NOTE Each additional complex application requires an additional 2 GB of disk space.

Software requirementsYou 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

Table 2-3: AR System application hardware requirements

Minimum Recommended

2 GB of available RAM 4 GB of available RAM

4 GB of available hard disk space 8 GB of available hard disk space

Dual 3 GHz processor Dual 3 GHz processor




Flashboards

� AR System

� BMC Remedy Mid Tier


Mid Tier

� Web application server

� Java Development Kit (JDK)

� Java Server Page (JSP) engine

� AR System

Developer Studio


BMC Remedy Data Import


Server operating system platformsIn release 7.5, the Sun™ Solaris™, HP-UX (PA-RISC), HP-UX (Itanium) and IBM AIX® servers are 64-bit releases. The installation includes both 32-bit and 64-bit libraries, to support 32-bit and 64-bit applications. You must install the 64-bit AR System servers on a compatible 64-bit operating system platform.

For the most up-to-date information about 64-bit AR System server compatibility with specific operating systems and versions, see the compatibility matrix on the BMC Remedy Customer Support website (http://www.bmc.com/support_home).

IMPORTANT 64-bit servers must run against 64-bit databases.

Plug-insOn 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.

32-bit Java requirementAR System Java-based applications, such as BMC Remedy Mid Tier, Email Engine, and Flashboards server, are compiled as 32-bit for all platforms, and require that you install a 32-bit JVM. Using a 64-bit JVM is not supported at this time.


Licensing AR System

Licensing AR SystemAR 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.




Chapter

3
Preparing your database
Before you install the AR System server, you must prepare your database properly.


� 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)



General database tipsTo avoid a decline in AR System server performance, remember the following tips:

� Do not use a firewall between the AR System server and database tiers. This can impact performance significantly.

� When possible, set up a high-speed backbone between the AR System server and the database server.

� If using Ethernet, install the AR System server and the database server on a separate switched network that is isolated from other network traffic.

� Avoid putting a wide-area network between the AR System server and the database server.

� Make sure that each network device between the AR System server and the database server is communicating at the maximum bandwidth.

� If you are planning to install CMDB or ITSM applications in addition to AR System, the following minimum space is required:

� 2 GB for the data file

� 1 GB for log and temp files

When installing more than one ITSM application, add 200MB to the data file and 100MB to the log file size for each additional application.

For information about database recommendations for other applications, see the applications’ guides.

� For Oracle databases where you will install the BMC Remedy ITSM application, the REDO log should be at least 500 MB.

� For Oracle databases, set your tablespaces to auto-extend.

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.


Preparing your Microsoft SQL server

Preparing your Microsoft SQL serverThis section describes the steps you should perform with your Microsoft SQL database before you install AR System.

� To prepare your Microsoft SQL database

1 Install the SQL Server database.

You can install it on the same computer where the AR System is installed, or on a remote server that is networked to the computer where you plan to install AR System.

2 Install SQL Server clients (that is, the drivers).

For remote installs, install the SQL Server clients on the same computer as the AR System server.

3 Create an instance of the database.

4 Set your SQL connections to allow TCP/IP:

a Open the SQL Server Configuration Manager.

b Click Network Configuration for your SQL Server instance.

c Make sure that TCP/IP Protocol is enabled.

d View the TCP/IP Properties dialog box for your database instance, and make sure that the IP Addresses tab has a TCP Port number specified. (The default port is 1433.)

e Restart all Microsoft SQL services to effect this change.

5 Determine data file and log file sizes for your SQL server.

During the installation, you are required to declare table sizes. This allows you to pre-size the data files to improve application performance.

6 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.

Windows Authentication mode and SQL serverSQL Server installation can support two authentication modes:

� Windows authentication mode

� Mixed authentication mode

See http://msdn.microsoft.com/en-us/library/ms144284.aspx.


http://msdn.microsoft.com/en-us/library/ms144284.aspx


To find the supported authentication mode in your SQL Server environment, connect to the SQL server instance from Management Studio > Server Properties > Security.

If only Windows authentication mode is supported, you can choose “Windows authentication” when you install the AR System server.

If mixed authentication mode is supported, you can choose “Windows authentication” or “SQL Server authentication” when you install the AR System server.

Pre-creating a databaseIf 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.

� To pre-create an SQL Server database

1 Make ARAdmin the database owner.

sp_changedbowner ARAdmin

2 In a Query Window, run the following command:

use tempdb

3 Create a database, for example:

CREATE DATABASE "ARSystem" ON (NAME = "ARSystem_data", FILENAME = 'c:\data\ARSys.mdf', SIZE = 500MB) LOG ON (NAME = "ARSystempt_log", FILENAME = 'c:\data\ARSysLog.ldf', SIZE = 100MB)CREATE LOGIN "ARAdmin"WITH PASSWORD = 'AR#Admin#', DEFAULT_DATABASE = ARSystem

4 Use the created database, for example:

use ARSystem

5 Create a user name and login, for example:

CREATE USER "ARAdmin" FOR LOGIN "ARAdmin"

6 Make the user the db_owner, for example:

sp_addrolemember 'db_owner', ' ARAdmin '


Preparing your Oracle database

Preparing your Oracle databaseTypically, Oracle database administrators create instances, directories, and groups, and they install the Oracle database and Oracle client before proceeding with the AR System installation.

� To prepare your Oracle database

1 Install at least one instance of the Oracle database. (Only your database administrator can create database instances.)


2 Install Oracle clients.

For remote installs, install the Oracle clients on the same computer as the AR System server.

3 (UNIX only) Make sure that root is part of the dba group.

4 Make sure that the TCP/IP Protocol for the database is enabled.

5 Confirm connection to your Oracle database.

See your database administrator for more information.

6 For remote installations, install and configure the Oracle client on the same system where you will install the AR System server.

7 Verify or set the following environment variables.

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 =

Table 3-1: Variables to set before installing the AR System server

Environment variable

Description

NLS_LANG (Windows)

Specifies globalization settings.For information about NLS_LANG and its usage, see the following notes from Oracle: 144808.1, 227330.1, 260192.1.

LANG (UNIX) Specifies globalization settings.

ORACLE_HOME The directory where the Oracle client is installed.Use this value: $ORACLEHOMEDirectoryPath

PATH The bin directory contains the path to the Oracle binary files. Add the following value to the PATH:$ORACLE_HOME/bin



(ADDRESS = (PROTOCOL = TCP)(HOST = computer1.xyzcompany.com)(PORT = 1521)) ) (CONNECT_DATA = (SERVICE_NAME = COMPUTER1) ) )

During the installation, you are asked for the database instance name, and it should match the entry in the tnsnames.ora file (for example, MACHINEA).

For more information about the tnsnames.ora file, see your Oracle documentation.

9 Make sure that the Oracle listener is running and is configured correctly for the database.

Setting up a previously created tablespaceFor an AR System server, you can use a tablespace that you previously created in Oracle.

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.

� To use a previously created tablespace in AR System

1 In an SQL*Plus window, create the tablespace. For example:

create tablespace arsysdatafile 'c:\qa\data\QATST\data\arsys.dbf' size 500M reuse;

2 Create a user. For example:

create user aradmin identified by AR#Admin#default tablespace arsystemporary tablespace tempquota unlimited on arsys;

3 Create a role for the user you created. For example:

create role ARole_arsys not identified;

4 Set the privileges for the role. For example:

grant alter session, create cluster, create database link, create sequence, create session, create synonym, create table, create view, create procedure, create trigger, query rewrite to ARole_arsys;

5 Grant the role to the user. For example:

grant ARole_arsys to aradmin;


Preparing your Sybase database

Preparing your Sybase databaseThis section describes the steps you should perform with your Sybase database before you install AR System. These steps are usually performed by a user who has database administrator privileges.

� To prepare your Sybase database

1 Install the Sybase database.


2 Install Sybase clients.

For remote installs, install the Sybase clients on the same computer as the AR System server.

3 From the directory where the 64-bit Sybase client is installed, source the database.

../SYBASE.sh


5 Verify or set the DSQUERY and SYBASE environment variables as follows:

DSQUERY=SybaseServer; export DSQUERYSYBASE=SybaseInstallDirectory; export SYBASE

These examples use the syntax for Bourne shell.

6 (UNIX only) Verify or set the LANG environment variable.

For more information about Unicode and LANG, see “Installing and upgrading” on page 126.

7 If you are upgrading from AR System 7.1.00 to 7.5.00, set the “Select into” database option for the database that you are upgrading.



9 If you are using Sybase 15, make sure that the “number of open partitions” parameter is set appropriately.

For more information, see your Sybase documentation.




� To pre-create Sybase database

1 Create a device, for example:

use mastergo

disk init name='ARSystem_data', physname='/data1/ardata/ ARSys', size='1024M'go

disk init name=' ARSystem_log', physname='/data1/ardata/ARSysLog', size='500M'go

2 Create the database, for example:

create database ARSystem on ARSystem_data=1024 log on ARSystem_log=500 with overridego

use mastergo

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_ownergo

grant all to db_ownergo

5 Create the user pointing to the created login and group, for example:

sp_adduser 'ARAdmin', 'ARAdmin', db_ownergo

use mastergo

6 Modify the login to make its default database, the earlier created database, for example:

sp_modifylogin ARAdmin, defdb, ' ARSystem'go

use ARSystemgo


Preparing your DB2 database

7 Change the owner of the database to be the created user, for example:

sp_changedbowner 'ARAdmin'go

use mastergo

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 ARSystemgo

Preparing your DB2 databaseFor DB2, the installer creates the following AR System database components:

Table 3-2: Database components created for DB2 (Sheet 1 of 2)

Component Description

AR System Database Database tables that the AR System installer creates on the DB2 server. The tables store all the data related to the AR System database.

Tablespaces Logical layer between the database and the database objects that are stored in the database. The installer creates the following tablespaces:� User (USER-DEFINED-TABLESPACE, for example, ARSystem)—Stores user-defined tables. The user tablespace is where the AR System tables will reside.

� Temporary (USER-DEFINED-TEMP-TABLESPACE, for example, ARTMPSPC)—Stores temporary tables that are used for short-term activities, such as sorting and displaying search results.

� Catalog (SYSCATSPACE)—Stores system metatables.

SMS tablespaces In system-managed tablespaces:� The DB2 system manages the container space when the user

specifies the container location.� The system increases the tablespace size dynamically when the

number of records increases. � Data is stored in a directory container.



This section describes the steps you should perform with your DB2 database before you install AR System.

� To prepare your DB2 database

1 Install the DB2 database server.


2 Install DB2 clients.

For remote installs, install the SQL Server clients on the same computer as the AR System server.

3 (Solaris and Linux only) Install the DB2 libdb2.so library.

The AR System server is dynamically linked to the DB2 library on Solaris and Linux. If this library was not installed with the DB2 client, install the library on the same computer where you plan to install the AR System server.

4 (Non-Unicode databases only) If you are installing a non-Unicode version of AR System on DB2 9.5, use the DB2 9.1 client libraries.

5 Create and name a DB2 instance.

For local database servers, create a DB2 instance on the local computer.

For remote database servers, create a DB2 instance on the remote computer.

Check with your database vendor documentation for naming restrictions on DB2 instances.

6 Make sure that the TCP/IP Protocol for the database is enabled, and set a TCP/IP port for the database instance.



DMS tablespaces In database-managed spaces:� The database administrator (DBA) manages the container size. � Data is stored in a file container.� Space is allocated when the tablespace is created. You can also

increase the size manually, as needed.If the DMS space is not sufficient when you want to upgrade the AR System server, double the pages of the syscatspace.

Note: BMC recommends that you use SMS instead of DMS.

Containers Store physical data and tables corresponding to AR System. There are three types of containers: file, directory, and disk.

Table 3-2: Database components created for DB2 (Sheet 2 of 2)

Component Description





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.

This DB2 user must have database access.

The installer designates the operating system user as the AR System database user.



Creation of a 32KB tablespaceOn a DB2 database, a 32 KB tablespace is created as a system managed storage (SMS) on new and overwrite installations of the AR System server.

The 32KB tablespace is added during an AR System installation as follows:

� During a new installation, a 32 KB tablespace is created in the background with the name given for the regular tablespace but concatenated with _32kb. For example, if the tablespace name is ARSystem for the AR System server, an additional tablespace with a 32KB page size is created and named ARSystem_32KB.

� During an overwrite installation, the underlying database is dropped and a new database and tablespace are created as they are for a new installation.

� During an upgrade from version 7.1.00 to 7.5.00, the installer checks for the Form: AP:Rule Definition form entry and, on the underlying database, validates the availability of the 32KB tablespace that is listed in the clause. If the 32KB tablespace is present, the upgrade continues successfully. If it is not present, the installer creates a 32KB tablespace similar to the one described for a new installation and continues the installation.

If you select to install the Approval Server, the installer adds the Approval Server Form: AP:Rule Definition form entry and its clause with the newly created 32KB tablespace to the ardb.cfg (ardb.conf) file. (The existence of this file is validated, and if it is not present when you install the Approval Server, the file is created. The Form: AP:Rule Definition form entry is also validated to make sure that the clause contains the correct 32KB page size tablespace name.) For more information about the ardb.cfg (ardb.conf) file, see the Configuration Guide.


� To pre-create a DB2 database

1 Create a database.

� Create a Unicode database:

DB2 CREATE DATABASE ARSYSTEM USING CODESET UTF-8 TERRITORY US

� Create a non-Unicode database:

DB2 CREATE DATABASE ARSYSTEM

2 Connect to the created database, for example:

CONNECT TO ARSYSTEM

3 Drop the default tablespace.

drop tablespaces userspace1



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 16kcreate 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

CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY DATABASE USING (FILE '/data1/ardata/ARSys' 1024M) extentsize 32 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1

� Create System Managed Storage (SMS) tablespaces using the 16k pagesize bufferpool created in step 4, for example:

CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY SYSTEM USING (‘artmp’) extentsize 32 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1

CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY SYSTEM USING (‘ardata’) extentsize 32 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1

6 Create System Managed Storage (SMS) tablespaces using the 32k pagesize bufferpool created in step 4, for example:

CREATE TEMPORARY TABLESPACE ARTMP_PT01_AR_32KB pagesize 32k MANAGED BY SYSTEM USING ('artmp_AR_32KB') extentsize 64 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp2

CREATE REGULAR TABLESPACE ARSystem_AR_32KB pagesize 32k MANAGED BY SYSTEM USING ('ARSys_AR_32KB') extentsize 64 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp2



Preparing your Informix databaseThis section describes the steps you should perform with your Informix database before you install AR System. Some steps require database administrator privileges.

� To prepare your Informix server

1 Install the Informix database.


2 Install Informix clients.

For remote installs, install the Informix clients on the same computer as the AR System server.

3 For shared libraries, install the ESQL/C libraries in the Informix installation directory.

4 Specify the paths.

� For HP-UX:

$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$SHLIB_PATH

� For Solaris:

$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LD_LIBRARY_PATH

� For AIX:

$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LIBPATH

5 Set the NETTYPE protocol to support the multithreaded AR System server.

� For HP-UX and AIX:

onsoctcp

� For Solaris:

ontlitcp

See the Informix database documentation for instructions.







Preparing your Informix database

9 If you are upgrading, turn off data replication.

After you install the AR System server, you can turn on data replication.

10 If you will be accessing an external database through direct SQL, set the log and non-ANSI options.

Set the same log options and non-ANSI options for the local Informix database (on AR System) and the external database.

11 Assign permissions.

Make sure that the user who installs the AR System server has permissions to add databases and objects to the Informix database server.

If multiple servers share the same database, install the English server first.

If you install the AR System server with an Informix database, you are limited to the maximum connections configured on the Informix database. In a multiprocess server environment, each server thread uses a connection.




Chapter

4
Pre-installation procedures
Before you install AR System features, you must complete the pre-installation procedures outlined in this chapter.


� 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)



General preparation tips for all products

Preparing to run the installer on a Windows systemIf you are using Terminal Services, update the Terminal Services configuration options as needed before running the suite installer. If you are using Terminal Services, the installer will not run until you configure Terminal Services correctly.

If you are using the data execution prevention (DEP) feature in Windows XP (with Service Pack 2 or later) or Windows Server 2003, configure DEP for the AR System installer executable program.

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.

� To update Terminal Services configuration options

1 From the Windows Start menu, click Run.

2 Type tscc.msc, and then click OK.

3 In Server Settings, set Delete temporary folders on exit to No.

4 Set Use temporary folders per session to No.

5 Restart the computer.

6 If the settings do not take affect, complete the following steps:

a From the Windows Start menu, click Run.

b Type regedit, and then click OK.

c Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Terminal Server.

d Update PerSessionTempDir to 0 and DeleteTempDirsOnExit to 0.

e Restart the computer.

� To configure the DEP feature

1 From the Windows Start menu, click Control Panel, and then double-click System.

2 Click the Advanced tab.

3 In the Performance area, click Settings.

4 On the Data Execution Prevention tab, verify if the “Turn on DEP for all programs and services except those I select” option is selected.

If the “Turn on DEP for essential Windows programs and services only” option is selected, no configuration is required.


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.

Preparing to run the installer on a UNIX system

Running an X Windows clientOn UNIX and Windows, the installer uses a graphical user interface. (In previous AR System releases, UNIX installations were executed from a command line.)

� To run a remote installation on a UNIX computer

1 Make sure you have an X Windows client on the local computer.

2 Log in to the remote machine, and set the DISPLAY environment variable to point to the X Windows client on the local computer.

3 Run the installer.

Assigning a temporary directoryThe installer uses the IATEMPDIR environment variable to assign the location of a temporary directory to use during installation. If your /tmp or /home/userName directories do not have enough free space to run the installation, it will fail.

If you have access to another drive or partition with more free space, set a new temp directory using the following commands:

� export IATEMPDIR=/pathName

� setenv IATEMPDIR /pathName

In the previous commands, pathName is a writable directory with more free space available than the default directories.

1 GB of free space is recommended.



Preparing to run the installer on a Unicode systemIf you are running a Unicode system, carefully review Appendix C, “Unicode and AR System,” before proceeding.

Choosing a minimal versus custom setupWhen you run the suite installer, you are asked to select the type of installation you want to perform:

� Minimal Setup—Installs the AR System server and related features:

� AREA LDAP Directory Service Authentication

� ARDBC LDAP Directory Service Authentication

� Web Services Plug-in

� Simple Network Management Protocol (SNMP) Configuration

� Full Text Search (FTS) Configuration (if purchased)

� Custom Setup—Installs the features you select in the installer.

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.


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.

AR System server pre-installation proceduresThe AR System suite installer prompts you to enter information about the AR System database, which the installer creates during the installation. This database contains AR System server forms and field definitions, and also stores workflow data, structures, and permissions.

In addition to Chapter 5, “Installation worksheets,” the following steps will help you prepare your system to install the AR System server and database.

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.)

Feature Windows UNIX

In place Out place In place Out place

AR System server + +

BMC Remedy Email Engine + + + +1

1. An “out place” upgrade of the email engine on UNIX is supported if the emailengine is listed in the armonitor file.

Flashboards + + +

BMC Remedy Mid Tier + + + +



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:

� “API suite and plug-ins” on page 60

� “Web services” on page 60

� “BMC Remedy SNMP Agent” on page 61

� “Full Text Search” on page 61

Installing multiple instancesIn AR System 7.5.00, the suite installer allows you to install only one instance of AR System on a computer. (A virtual machine is considered a separate computer.) Installing more than one instance on the same computer is not supported. This issue will be resolved in a future release.

Preinstallation considerations specific to UNIXThis section describes preparations and considerations for a UNIX installation.

Installing on AIX with OracleIf you are installing the AR System server for AIX with Oracle, the AR System server installation files must reside on a local file system, and not a network file system.

Installing AR System 64-bit serversBefore installing a 64-bit version of AR System 7.5.00 for Solaris, HP-UX, or AIX, make sure that the 64-bit client libraries for your database are installed on the computer that will run the AR System server (arserverd).

On Linux and Windows, AR System is compiled on 32-bit platforms with compatible 32-bit database connectivity libraries. Consult your operating system and database vendors for information about compatibility support for 32-bit clients on 64-bit operating systems and how those 32-bit clients communicate to a local or remote 64-bit database.

Installing in a headless environmentThe installer no longer supports the command-line interface on UNIX like previous versions. To install on a headless machine, use a remote X Windows session or the silent installation process. For more information, see “Running an X Windows client” on page 47 or Appendix B, “Using the silent installer.”



Setting the LD_LIBRARY_PATH variableBefore running the driver for the AR System server on a UNIX system, add an entry to the library path environment variable (LD_LIBRARY_PATH) because it is not set by default. The following examples show how to adjust the variable if you are using the Bourne shell:

AIX

LIBPATH=$LIBPATH:/ARSystemServerInstallDir/bin

export LIBPATH

HP-UX

SHLIB_PATH=$SHLIB_PATH:/ARSystemServerInstallDir/bin

export SHLIB_PATH

Solaris and Linux

LD_LIBRARY_PATH=$LD_LIBRARY_PATH:/ARSystemServerInstallDir/bin

export LD_LIBRARY_PATH

The default ARSystemServerInstallDir is listed in Appendix A, “Locating AR System files and forms.”

Increasing transactions and usersBefore you install the AR System server, consider increasing the value of kernel parameters that affect the AR System server (or any other multi-threaded server process). This increase makes sure that BMC Remedy applications can support the expected volume of transactions and users.

For example, consider increasing the following process features:

� Number of threads available to a process.

� Available memory—For example, the arserverd process often requires between 500 megabytes and 1 gigabyte of memory.

� Number of associated files or process descriptors—Descriptors should be a minimum of 2.5 and 3 times the number of expected concurrent connections or 1024 (whichever is greater). Examples of connections include user logins (client or browser), the Email Engine, and custom APIs.

Contact your system administrator or operating system vendor for more information about kernel tuning.

Installing as non-rootYou 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.



Installing as non-root allows a user to maintain the AR System software without the assistance of a system administrator. However, to automatically start the AR System server when your computer restarts, you must request your UNIX system administrator to change the system startup scripts accordingly.

� To install the AR System server without logging in as root

1 Make sure that you have permissions to the following directories and the files under them:

� .profile file in your home directory (write access)

� /etc/arsystem

� /dev/console file (write access)

� /usr/tmp directory

� /opt/bmc directory

If you do not have a /opt/bmc directory, you must create it to complete the installation.

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.



Understanding port numbersPort numbers identify the TCP ports where the AR System server and the plug-in server will run. The TCP port number for the AR System server and the port number for the plug-in server cannot be the same.

Registering with a portmapperA portmapper is a service that runs independently of the AR System server and serves as a “directory” of port numbers.

When users log in to AR System:

� If a server is registered with a portmapper, users do not need to specify the port number in the client because the portmapper can locate the port and direct clients to the appropriate location.

� If a server is not registered with a portmapper, or a Port 111 firewall blocks the portmapper port, users must specify the port.

When you start the server, it opens a port to listen to. You can specify a port for the server or let the server obtain an available port dynamically.

You can register a server with a portmapper and assign a port number. For example, if you do this and do not expose the portmapper outside a firewall, clients within the firewall do not need to be configured to access the specified port number. They can access the portmapper, which directs them to the port. Clients outside the firewall must be configured to access the specified port number.

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.

Portmapper and multiple serversIf you use portmapper for one server on the computer, you must assign TCP and plug-in port numbers to all other servers on the computer. (Only one AR System server on any server can register with portmapper.) If you configure two or more servers to use portmapper by mistake, the last server to start is the only one registered and available for login without identifying a TCP port from the Login window. For more information, see the Configuration Guide.



Detecting a portmapperOn 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.

Assigning port numbersIf you do not register with a portmapper, you must assign a port number to any AR System server that you want clients to access directly, and to the plug-in server. Do not assign port numbers that conflict with port numbers used by other applications or other programs running on your system. To find out which port numbers are already in use, use the netstat -na command (UNIX) or the netstat -a command (Windows) at the command prompt.

Assign port numbers greater than 1024 because:

� Port numbers within the range 1–1024 are available for use only by the superuser, and many of these numbers are reserved.

� AR System clients earlier than version 5.0 cannot access port numbers lower than 1024.

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.

For more information about port numbers, go to http://www.iana.org/assignments/port-numbers.


http://www.iana.org/assignments/port-numbers

http://www.iana.org/assignments/port-numbers


Default port numbersFollowing are the default port numbers that are assigned at installation:

The server does not have any default ports.

AR System server name alias and host nameDuring the installation on Windows or UNIX, you are asked for the AR System server alias, and an AR System server host name or IP address, which is the physical system on which the AR System server will be installed. (The host name might not match the server alias because you can have multiple aliases for each system.)

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.

Table 4-1: Default port numbers

Module Port Usage Description

AR System 7.1.00 and later

AR System 7.5.00

Email Engine RMI 1100 1100

Flashboards RMI 1099 1099

Mid tier Standard Tomcat ports

� 8005(shutdown)� 8443(SSL)� 8009(AJP13 connector)� 8082(proxy)� 8080(standalone http)

� 8005(shutdown)� 8443(SSL)� 8009(AJP13 connector)� 8082(proxy)� 8080(standalone http)

ServletExec 8888 (admin)

Plug-in server TCP port Uses portmapper Uses portmapper

Java plug-in TCP port 9999 9999



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, Overwrite, or Server Group optionsIf you install an AR System server over an existing AR System server, you are prompted to upgrade, overwrite, or create a server group for the existing AR System database.

Upgrade optionIf 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.)



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 optionIf 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.

Server Group option for server groupsIf you choose the Server Group option for an AR System server, you can configure that server to belong to a server group. For more information, see “Installing servers in a server group.”

Installing servers in a server groupA server group consists of two or more servers that share the same database and are designated as part of a server group. Server groups can be used to provide scalability and load balancing, as well as fail-over operations.

This guide describes the procedures for installing or upgrading servers in a server group. After the installation, see the Configuration Guide for information about server groups, how to configure the servers to belong to the same server group, and how to modify configuration files that the installer creates.

During server installation, you must specify the same database information for each server. However, some installation steps differ for installing or upgrading the first server in the group, versus the second and remaining servers.

Installing the first server in a server group (new installation)When you install the first AR System server for a server group, you must include these steps:

� Identify the database that the server group will share, as well as the database login information and database settings.

� If you are upgrading the server, select the Overwrite or Upgrade option. Do not select the Server Group option.

� Follow the procedures in the Configuration Guide to complete the configuration steps for the server group.



Installing subsequent servers in a server groupWhen you install the remaining servers in server group, you must include these steps:

� Specify the same database name, database login information, and database settings as for the first server.

� Select the Server Group option instead of Overwrite or Upgrade.

The Server Group option preserves all existing data, forms, and workflow in the database.

� Follow the procedures in the Configuration Guide to complete the configuration steps for the server group.

Upgrading servers already in a server groupTo upgrade servers that are part of a server group, follow these guidelines:

� Stop all AR System servers except the server that owns the administrative operation.

To check this, open the Configuration tab on the AR System Administration: Server Information form. For the administrative server, the Disable Admin Operations check box is not selected.

� Upgrade the server that owns the administrative operation first.

� Select the Upgrade option during the upgrade.

� Upgrade the other servers in the group next. Select the Server Group (AR System database) option.

� Do not start the non-administrative servers before performing the upgrade installation on them.

� When upgrading components such as Approval Server and Email Engine, remove the associated server from the server group while performing the upgrade. To do this, clear the Server Group Member check box on the Server Information form, or modify the Server-Group-Member option in the ar.cfg [ar.conf] file.



Required passwordsWhen 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.



API suite and plug-insAR System includes plug-ins and corresponding application programming interfaces (APIs) that extend AR System functionality to external data sources. The plug-in service, a companion server to the AR System server, loads the plug-ins and accesses them upon request from the AR System server.

When you install AR System, you can choose what you would like to install:

� The provided Lightweight Directory Access Protocol (LDAP) plug-ins (AREA LDAP and ARDBC LDAP)

� The features to create your own AREA and ARDBC plug-ins

� The API package

The AR System API suite is composed of a C API, a Java API, a plug-in API, and plug-ins that use APIs:

� AR System External Authentication (AREA)—Accesses network directory services, such as Lightweight Directory Access Protocol (LDAP). You can create and configure your own custom authentication plug-in, or you can use the provided plug-in. The AREA plug-in also enables AR System users to consolidate user authentication information for external applications or data sources.

� AR System Database Connectivity (ARDBC)—Accesses external sources of data. The ARDBC plug-in, which you access through vendor forms, enables you to perform the following tasks on external data:

� Create, delete, modify, and get external data

� Retrieve lists for external data

� Populate search-style character menus

For example, if you need to access data in an external directory service, you can use the ARDBC LDAP plug-in. For more information about this ready-to-use plug-in, see the C API Reference and Integration Guide.

Install the API if you will install the mid tier or if you require functionality that is not included in the AR System client tools.

For additional information about the API package, see the C API Reference guide.

Web servicesIf 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



You can resolve this in one of two ways:

� Enter the Java jvm.dll library path in the PATH environment variable before installing the AR System server. The Java jvm.dll library path is found in the RuntimeLib tag of the Registry:

HKLM\SOFTWARE\JavaSoft\Java Runtime Environment\1.5

� Reboot your system after the installation. When you install web services, the installer enters the Java jvm.dll path, but you must reboot before the change takes effect.

BMC Remedy SNMP AgentDuring installation, you are prompted to install and configure the BMC Remedy Simple Network Management Protocol (SNMP) Agent. SNMP is a set of protocols that network administrators use to manage complex networks and to query server statistics data. BMC supports the following versions of SNMP: 1, 2c, 3.

BMC Remedy SNMP Agent monitors the AR System server and the BMC Remedy Distributed Server Option (DSO) processes.

If any of these processes changes state (for example, if a process becomes inactive), the BMC Remedy SNMP Agent sends a trap (or notification) to a trap receiver. Each trap contains the following information:

� Name of the process (for example, AR System plug-in)

� Name of the AR System server associated with that process (for example, AR System 1)

� The state of that process (active =1, inactive =2)

You can also configure network management stations to query the BMC Remedy SNMP Agent about the state of AR Monitor.

Check with your network administrator to see if you must configure the BMC Remedy SNMP Agent and what specific configuration settings you must use.

If you do not configure the BMC Remedy SNMP Agent during installation, you can use the procedure in the Configuration Guide to configure and start the Agent later.

Full Text SearchIf you purchased Full Text Search, install Open Text SearchServer software before you install the AR System server. For more information, see Appendix D, “Installing Full Text Search.”

If you are upgrading FTS to version 7.0 or later from a previous version, see the Configuration Guide to learn how to build new indexes that are compatible with the search engine.



Creating logs during installationTo create logs during installation, set a DEBUG_MODE global variable equal to the corresponding value of the Debug-mode option, which is defined for the ar.cfg (ar.conf) file. Each bit has a corresponding value. To activate one bit, supply its value for the Debug-mode option. To activate two or more bits, add the values, and supply the total. (For example, to activate bits 1 and 3, use the number 5 because bit 1 has a value of 1, and bit 3 has a value of 4.) To deactivate a bit, subtract its value from the Debug-mode total. The bits are:

� Bit 1 (Value=1)—SQL logging for the arserverd process.

� Bit 2 (Value=2)—Filter logging for the arserverd process.

� Bit 3 (Value=4)—User logging for the arserverd process

� Bit 4 (Value=8)—Escalation logging for the arserverd process.

� Bit 5 (Value=16)—API logging for the arserverd process.

� Bit 6 (Value=32)—Thread logging for the arserverd process.

� Bit 7 (Value=64)—Alert logging for the arserverd process.

� Bit 8 (Value=128)—arforkd logging for the arserverd process.

� Bit 9 (Value=256)—Server group logging for the arserverd process.

� Bit 10 (Value=512)—Full text indexing logging.

� Bit 16 (Value=32768)—DSO server logging for the arservdsd process (applicable for Distributed Server Option only).

� Bit 17 (Value= 65536)—Approval Server logging.

� Bit 18 (Value=131072)—Plug-in logging for the arserverd process.

For more information about these options, see the Configuration Guide.

For more information about creating other installation logs, see “Using the AR System Maintenance Tool” on page 143.

� To set the DEBUG_MODE variable on Windows

1 Open the System Properties window.


3 Click the Environment Variables button.

4 Click the New button under the System variables section.

5 In the Variable Name field, enter DEBUG_MODE.

6 In the Variable Value field, enter the value.

For example, to enable SQL and API logging (value 1 + value 16), enter 17.

1 Click OK in the Environment Variables dialog box.

2 Click OK in the System Properties dialog box.


Approval Server pre-installation procedures

� To set the DEBUG_MODE variable on UNIX

1 In a command window, enter the following command:

export DEBUG_MODE=option

For example, to enable SQL and API logging (value 1 + value 16), enter:

export DEBUG_MODE=17

Approval Server pre-installation procedures� Because Approval Server 7.0 and later runs as a plug-in, configure your system

to start the plug-in server with AR System server. This is configured by default. For information about the AR System Plug-in server, see the Configuration Guide and the Integration Guide.

� If your AR System server is configured to run without a portmapper, configure the AR System server and the plug-in server with the correct port numbers. For more information, see the Configuration Guide.

� If you want to install the Approval Server on a server where the AR System server is already installed, make sure that the AR System server running before installing the Approval Server. This allows the Approval Server feature of the installer to verify the version of the AR System server.

� If you install the Approval Server after you install the AR System server, restart the AR System server. This might disrupt AR System server access for your users.

Assignment Engine pre-installation procedures

If you want to install the Assignment Engine on a server where the AR System server is already installed, make sure that the AR System server is running before installing the Assignment Engine. This allows the Assignment Engine feature of the installer to verify the version of the AR System server. Then, restart the AR System server. This might disrupt AR System server access for your users.



Email Engine pre-installation procedures

Software prerequisitesWhen planning to install Email Engine, remember these tips:

� Install Java Runtime Environment (JRE) on the machine that will run Email Engine.

� If you want to install the Email Engine on a server where the AR System server is already installed, make sure that the AR System server is running before installing the Email Engine. This allows the Email Engine feature of the installer to verify the version of the AR System server.

Windows—Preinstallation tasks Complete the following tasks before you install the Email Engine on Windows.

Environment variablesSet any relevant environment variables to control the installation. For example, set the PATH and CLASSPATH environment variables to use the correct version of Java.

Secure Socket Layer optionDetermine whether your environment requires the Secure Socket Layer (SSL) option. For more information, see the BMC Remedy Email Engine Guide.

MAPI and MBOX mail protocolsThis section explains how to set up the system if you are using the MAPI or MBOX mail protocols.

You do not need to prepare the system if you are using the IMAP4, POP3, or SMTP protocols.

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.



� To prepare for MAPI

NOTE You must be a Windows domain administrator or MS Exchange administrator to perform these steps.

1 Install the MS Exchange server at one of the following locations:

� The same domain as the Email Engine domain

� A domain with the appropriate trust relationship to the Email Engine domain

2 Install the Exchange client on the computer on which you plan to install the Email Engine.

The client contains the libraries that the email protocols will use.

See the product compatibility matrix for more information about compatible clients for the Email Engine.

3 Create and configure a Windows domain account:

a Create a Windows domain user account at one of the following locations:

� On the same domain as the Email Engine

� On a domain with appropriate trust relationships

Note the name of the users:

� Windows—Incoming mailbox: Server user

� Windows—MAPI logon settings: Windows NT user

b Assign group and domain membership to the domain user account at one of the following locations:

� On the same domain as the Email Engine (Give group membership to the local administrator’s group [active directories only].)

� On a domain with appropriate trust relationships (Give domain membership to the Email Engine domain or the Exchange Server domain.)

c Grant the domain user the following advanced rights on the computer where you plan to install the Email Engine:

� Act as Part of the Operating System

� Log on as a Service

NOTE Active directories only: Make sure that the Effective Rights option shares the correct advanced rights.



4 Create and configure an MS Exchange profile:

a Log in as the domain user on the computer where you plan to install the Email Engine, and create an MS Exchange email profile.

b Configure the profile to:

� Work exclusively with the Email Engine.

� Be accessible by the Windows domain user account you created earlier in the “Create and configure a Windows domain account” sub section.

� Point to the MS Exchange server and mailbox.

5 Check your profile setup.

6 From the computer where you plan to install the Email Engine, log in as the domain user that you created earlier.

7 Using the MS Outlook client, send and receive emails to verify that the Exchange profile is functioning correctly.

� To prepare the system for using the MBOX protocol

1 Create an email account and account user.

2 Give the email account user full read and write permissions to relevant directories and files.

3 Verify that the account can send and receive emails.

See the BMC Remedy Email Engine Guide for information about setting up UNIX mailboxes.

UNIX—Preinstallation tasksComplete the following steps before you install the Email Engine on UNIX.

Upgrades of the BMC Remedy Email EngineUse the emaild.sh stop command to stop the existing Email Engine before you install the new Email Engine. If you do not stop the existing Email Engine, none of the open Email Engine files and libraries will be updated.

If the emaild.sh stop command fails to stop the Email Engine, comment out the startup of the Email Engine in the /etc/arsystem/hostName/armonitor.conf file, and then stop and restart the AR System server. (For more information, see “Email Engine post-installation procedures” on page 98.)



Setting up UNIX mailboxesUse the following procedure to establish a mailbox address for the UNIX® Email Engine. These are meant only as generic guidelines. If you have questions about implementation, consult your UNIX system administrator for details.

To set up the AR System mailbox, you must have UNIX superuser (root user) access on the UNIX server.

� To set up UNIX mailboxes

1 Set up an ARSystem user account in the /etc/passwd file, as in the following example (new entry in bold):

root:x:0:1:0000-Admin(0000):/:/sbin/shdaemon:x:1:1:0000-Admin(0000):/:bin:x:2:2:0000-Admin(0000):/usr/bin:sys:x:3:3:0000-Admin(0000):/:adm:x:4:4:0000-Admin(0000):/var/adm:lp:x:71:8:0000-lp(0000):/usr/spool/lp:smtp:x:0:0:mail daemon user:/:uucp:x:5:5:0000-uucp(0000):/usr/lib/uucp:listen:x:37:4:Network Admin:/usr/net/nls:nobody:x:60001:60001:uid no body:/:noaccess:x:60002:60002:uid no access:/:ARSystem:x:50:10:AR System mail user:/home/ARSystem:/bin/sh

2 Edit the /etc/aliases file and add the alias ARSystem with the mailbox of /usr/spool/mail/ARSystem, as follows:

/etc/aliases file######################## Local aliases below ######################### Email Alias for AR System mailboxARSystem:/usr/spool/mail/ARSystem

You can also choose a different name, as needed.

Verify this step for your UNIX operating system; it might be different for your platform. In particular, the path to your mail folder might be different from /usr/spool/mail/.

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/ARSystemls -laF /usr/spool/mail/ARSystem-rw-rw-rw-- 1 daemon 0 May 30 16:55 /usr/spool/mail/ARSystem

Installing as a non-root userInstalling as a non-root user is not recommended.

To install the Email Engine as a non-root user, give the non-root user permission to the MBOX mail directory and all its contents.

After installing the Email Engine, review the mannulinstall.txt file and modify the logging. properties and javamail.providers files as described in mannulinstall.txt.

The manualInstall.txt file is located in ARSystemInstallDir/nonRootUserDirectory/serverName/manualInstall.

For information about installing AR System as a non-root user, see “Installing as non-root” on page 51.

Flashboards pre-installation proceduresWhen planning to install Flashboards, remember these tips:

� Install Java Runtime Environment (JRE) on the machine that will run Flashboards.

� If you want to install BMC Remedy Flashboards on a server where the AR System server is already installed, make sure that the AR System server running before installing Flashboards. This allows the Flashboards feature of the installer to verify the version of the AR System server.


Mid-tier pre-installation procedures

Mid-tier pre-installation proceduresTIP

For best results, install the BMC Remedy Mid Tier on a separate system from the AR System server.

Deciding how to install the mid tierBMC recommends that you use the AR System suite installer to install the mid tier as outlined in this guide. Alternatively, you can use a .war file that is bundled with the installer files. (A .war file is available for each supported web server.) For more information, see Configuring Your Web Server and Installing BMC Remedy Mid Tier with a .war File white paper.

Deciding which JSP engine to useYou can install the mid tier on UNIX or Windows with the Tomcat JSP engine, which is bundled with the mid tier. (This is the most common method.) Or, you can install the mid tier only and use your own JSP engine.

For a complete list of supported configurations, see the compatibility matrix athttp://www.bmc.com/support_home.

What the installer doesWhen you install BMC Remedy Mid Tier with the suite installer, the following optional features are installed (if you select them):

� Tomcat JSP engine—This is installed in ARSystemInstallDir\serverID\tomcat.

� The required BMC Remedy ODBC DLLs and driver for Crystal Reports (Windows only)

You must have BusinessObjects Enterprise XI to run Crystal reports.

When you upgrade the mid tier, the installer replaces your ODBC driver with the latest one.

� The ARWebReportViewer application if you have BusinessObjects Enterprise XI installed (Windows only)

You can install the ARWebReportViewer alone on a separate server. (Run the suite installer, and choose only the AR Crystal Web Application option.) The ARWebReportViewer is for Windows only. See the BMC Remedy Mid Tier Guide for more information.

The mid tier requires the following amounts of free space:

� 120000 KB during installation

� 40000 KB after installation





Installing components and patches for the mid tierBefore you install the mid tier, install the following components. See the preinstallation considerations (if any) for these components in the sections that follow.

Table 4-2: Components to install before you install the mid tier

Component More information

Java Software Developer’s Kit (SDK) with the public Java Runtime Environment (JRE)

An SDK that is available from the appropriate third-party vendor’s site.

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 tool

If you will be running Crystal reports on the Web, install one of the following tools:� BusinessObjects Enterprise XI (recommended)� Crystal Reports Server XICrystal 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 server

The home page form displays entry points on a given server or server group. The 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 server

The preference server must be an AR System server, must be configured to be a preference server, and must be entered in the list of AR System servers. For more information, see the Configuration Guide.

(Optional) Java Server Pages (JSP) engine

If you are not using the Tomcat JSP engine that is bundled with the mid tier 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 patches for your configuration

See the Downloads & Patches link at http://www.bmc.com/support_home.





http://www.businessobjects.com/

Mid-tier pre-installation procedures

Installing the AR Crystal Web ApplicationIf you have BusinessObjects Enterprise XI installed on the system, you can select the AR Crystal Web Application option under the Mid-Tier option of the suite installer.

If you choose to install the AR Crystal Web Application, the ARWebReportViewer application is installed. This application is used to enable users to view Crystal reports.

If you want to run BusinessObjects Enterprise XI on a different machine than the mid tier, you must install ARWebReportViewer separately.

For more information about the ARWebReportViewer application, see the BMC Remedy Mid Tier Guide. If you choose to install the AR Crystal Web Application, the ARWebReportViewer application is installed. This application is used to enable users to view Crystal reports.

Preparing your web serverThe following table outlines the tasks necessary to prepare your web server for use with the BMC Remedy Mid Tier (depending on the JSP engine you will use).

� To prepare an Apache server before installing the mid tier

1 Make sure you have root permissions to the Apache web server that allow you to write to all relevant files and directories. For example, make sure you have access to the /usr/conf/httpd.conf file.

2 If you are upgrading and the existing mid tier was installed with a Group ID value of #-1 (the default), modify the ApacheInstallDirectory/conf/httpd.conf file.

Use an editor such as vi and look for the Group identifier. If you see Group #-1, change it to the valid group, and save the file.

Table 4-3: Steps to prepare your web server

Web server JSP Engine Steps to follow

Apache Tomcat � See “To prepare an Apache server before installing the mid tier” on page 71.

IIS Tomcat No prerequisite steps are necessary.

Other Tomcat No prerequisite steps are necessary.

Other JBOSS No prerequisite steps are necessary.

Apache or IIS ServletExec No prerequisite steps are necessary.

Other Other For an Oracle Application Server, BEA WebLogic, or IBM® WebSphere web server, see the Configuring Your Web Server and Installing BMC Remedy Mid Tier with a .war File white paper at http://www.bmc.com/support_home.




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.

BMC Remedy Developer Studio pre-installation procedures

When planning to install BMC Remedy Developer Studio, remember these tips:

� Install Java Runtime Environment (JRE) on the machine that will run BMC Remedy Developer Studio.

� If you will be connecting to servers in different locales, install a multilanguage version of JRE.

� BMC Remedy Developer Studio requires a minimum of 512 MB of RAM. Without this amount of space, you will receive an error message.

If you have at least 512 MB of RAM but you receive errors regarding space issues (for example, if you try to open many objects at once), change the –Xmx512m setting in the devstudio.ini file to increase the space. For example, if you have at least 1 GB, change this setting to -Xmx1024m.


BMC Remedy User and BMC Remedy Alert pre-installation procedures

BMC Remedy User and BMC Remedy Alert pre-installation procedures

Determining the user configuration directoryThe user configuration directory (also known as the Home directory) stores definition folders and user-specific configurations, such as preferences and saved searches.

When you install AR System clients for the first time, the installers prompt you to create a user configuration directory in a location that you specify. When you upgrade, the installers prompt you to identify an existing user configuration directory. (By default, on Windows XP, the default Home directory is C:\Documents and Settings\userName\Application Data\AR System\HOME. On Microsoft Windows Vista, the default Home directory is C:\Users\LoginName\AppData\Roaming\AR System\Home.)

The default Home directory contains the settings for the default user that is provided with the installation. The default user is Demo. There is no password for this user. You are provided with a default user so that you can immediately access the AR System server to verify the installation and create additional user accounts.

Uninstalling existing client versionsBefore you install an AR System client (namely, BMC Remedy User and BMC Remedy Alert), uninstall the existing version.

Before you uninstall an AR System client:

� Save any reports, macros, or searches to another directory.

� Check to see if your installed copy of the client is installed in its own directory. If it is, remove the entire directory when prompted to do so by the uninstaller, and reboot your computer before you install the new client.

� Check to see if your previously installed clients in the C:\Program Files\BMC Software\AR System\Home directory. If these clients are installed in this directory, do not choose to remove the entire directory when the uninstallation program prompts you to.




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.


� 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)



All features worksheetTable 5-1: BMC Remedy Flashboards worksheet

Installation parameter Value

Destination Directory

Path to where you want to install all features.If you are installing another AR System server on the same machine, enter a new folder path in which to install the files. The default path is C:\Program Files\BMC Software\ARSystem for Windows and /opt/bmc/ARSystem/ for UNIX.

Minimal or Custom Setup?

See page 48.� Minimal Setup� Custom Setup

Features to Install(Custom Setup only)

� AR System Components� AR System Server

� AREA LDAP Directory Service Authentication

� ARDBC LDAP Directory Data Access� Web Services Plugin� Simple Network Management Protocol

(SNMP) Configuration� Full Text Search (FTS) Configuration

� Approval Server� Assignment Engine� Email Engine� Flashboards� Mid Tier

� AR System Clients� BMC Remedy User

� Crystal Reports� ODBC

� BMC Remedy Alert� BMC Remedy Developer Studio� BMC Remedy Data Import


AR System server worksheet

AR System server worksheetTable 5-2: AR System server worksheet (Sheet 1 of 7)


JRE Path

Path to the Java runtime environment for this installation.

JDK Path

Path to the Java Development Kit for the BMC Remedy Mid Tier you want to install.

Note: This field appears only if you are also installing the mid tier on the same machine as the AR System server.

Existing AR System Servers

If a server is already installed on the computer, you are prompted to upgrade or overwrite an existing server or to install a new server.

Java Plug-in Server TCP Port Number

A unique port address greater than 1024

Register with the Portmapper

See page 53.� Yes� No

AR System Server TCP Port Number

See page 53.

AR System Server Plug-in TCP Port Number

See page 53.

DATABASE INFORMATION

Database Type

The database you will be using as the foundation for the AR System server

� IBM DB2� Oracle� Microsoft SQL� Informix� Sybase

Database Client Home Path (UNIX only)

Authentication (SQL only) � Windows Authentication (See page 31.)� SQL Server Authentication

Unicode Character Strings (SQL and Sybase only)

Select this option if you are installing on a Unicode database. For information about Unicode installations, see Appendix C, “Unicode and AR System.”

Note: For installations on Oracle databases, the installer determines whether to use Unicode. For DB2 databases, the Unicode option appears on a DB2 database panel.

� Unicode Character Strings



Host Name or IP Address

Host name or IP address of the database server.The computer from which you are installing must be able to connect (“ping”) to the name or address you provide. (The server host name does not need to be a fully qualified host name.)Additionally, make sure to configure the primary DNS server. For more information, ask your system administrator.

DB2 Instance Name (DB2 only)

AR System Server DB Port

For example, the default for SQL is 1433, and the default for Oracle is 1521.

AR System Server DB Alias Name (DB2)AR System Server DB Instance Name (Oracle and SQL)AR System Server DB Server Name (Sybase)

Your DBA created and named this alias, instance, or server when installing the database.

Informix Configuration Name (Informix only)

AR System Server DB Login ID

User name of the administrator who has permission to create the AR System database and database forms.The default is ARAdmin, but you can enter another name in this field. (If you use another name, make sure you remember it.)

Note: For DB2 databases, use the operating system user name and password.

Note: If you are running multiple instances of the AR System server on this machine, you must have a different logon for each instance.

AR System Server DB Password

The default is AR#Admin#, but you can enter another name in this field. The default password might not follow your company’s standards. (If you use another password, make sure you remember it.)

Directory Path for tnsnames.ora File (Oracle only)

See step 8 on page 33.This field appears only if the installer cannot find it on ORACLE_HOME.

Windows Login (SQL only)

This field appears when SQL database is used and when “Windows Authentication” option is selected.

Table 5-2: AR System server worksheet (Sheet 2 of 7)




Windows Password (SQL only)

This appears when SQL database is used and when “Windows Authentication” option is selected.

AR System Server Administrator Name

The default user name is Demo.After the installation, you can change this user name in the User form. See the Configuration Guide.

AR System Server Password

The password should be blank.After the installation, you can change this password in the User form. See the Configuration Guide.

AR System Server TCP Port

See page 53.

AR System Server Name Alias

See page 55.

Host Name or IP Address

The host name of the physical system on which the AR System server will be installed.The host name might not match the server alias because you can have multiple aliases for each system.See page 55.

Type of Installation

See page 56.� Upgrade� Overwrite� Server Group

Database Administrator User Name

Database Administrator Password

IBM DB2

Note: The following fields do not appear if you pre-create the database as described in “Pre-creating a database” on page 40.

Unicode Character Strings

Select this option if you are installing on a Unicode database.


Type of Tablespace � SMS� DMS

AR System Tablespace Name

See page 33.

Container Name

Container Size (MB)

New Temp Tablespace? (Optional) � New temp tablespace





AR System Temp Tablespace Name (Optional)

Temp Container Name (Optional)

Temp Container Size (MB) (Optional)

Oracle

Note: The following fields do not appear if you pre-create the database as described in “Setting up a previously created tablespace” on page 34.

AR System Tablespace Name

See page 33.

Datafile Name

Datafile Size (MB)

New Temp Tablespace? (Optional) � New temp tablespace

AR System Temp Tablespace Name (Optional)

Temp Datafile Name (Optional)

Temp Datafile Size (MB) (Optional)

Microsoft SQL


AR System Database Name

Datafile Name

Datafile Size (MB)

Logfile Name

Logfile Size (MB)

Informix

Unicode Character Strings

Select this option if you are installing on a Unicode database.


Informix Database Space

Name of the Informix configuration file. The default is onconfig.

Sybase


AR System Database Name

Datafile Name

Datafile Size (MB)

Logfile Name

Logfile Size (MB)





PASSWORDS

Local DSO User Password

See page 59.

Application Service Password

See page 59.

Mid-Tier Administration Password

See page 59.

OTHER PORTS

The following fields appear only if you are installing Flashboards or Email Engine.

Flashboards Server RMI Port

See page 53.

Flashboards Server RPC Program Number

See page 53.

Email Engine RMI Port

See page 53.

Email Engine Server RPC Program Number

See page 53.

STARTUP OPTIONS

Startup Options

The options are:� Automatic startup—Start the services

automatically after every reboot.� Manual startup—Do not start the services

automatically after every reboot.

� Automatic Startup� Manual Startup





LOCALIZATION

Localized Views (in addition to English)

Note: If you are upgrading, the installer does not detect the languages previously installed for AR System. You must manually select the languages you want to install.

� Spanish� French� Korean� German� Italian� Japanese� Russian� Simplified Chinese

Data Language � English� Spanish� French� Korean� German� Italian� Japanese� Russian� Simplified Chinese

SNMP

System Location Information

Physical location of the computer where the SNMP agent is installed.

Administrator Contact Information

Contact information (such as telephone number) for the SNMP agent administrator

SNMP Agent Port

The unique port address that network management stations use to connect to the Agent. Do not use port 161 because many computers are equipped with an SNMP Agent that uses the 161 port as the default.See also page 61.

SNMP Authentication Mode Selection� Community-Based Authentication (SNMP v1 or

v2c)—Uses plain-text passwords to authenticate requests.

� User-Based Authentication (SNMP v3 only)—Creates individual user accounts with passwords. Supports encryption for passwords and request content.

� Community-Based Authentication� User-Based Authentication





Community-Based Mode

Read-Only Community

The string must be 30 characters or less and cannot include spaces.

Read-Write Community

The string must be 30 characters or less and cannot include spaces.

User-Based Mode

User Name

Access Mode � Read-Only Access� Read-Write Access

User Authentication Level � No Authentication, No Privacy (noAuthNoPriv)� Authentication Only, Without Privacy

(AuthNoPriv)� Authentication With Privacy (AuthPriv)

User Authentication Password

Must be at least 8 characters long.

User Password Encryption Type

MD5 encryption algorithm used to encrypt the password.

Private Key Password (appears if the Authentication With Privacy option is selected)Password used to encrypt the SNMP package using the DES algorithm. Must be at least 8 characters long.

Enable Traps? � Enable Traps?

Trap Type � SNMP Trap Version 1� SNMP Trap Version 2c

System Receiving Traps

Name or IP address of the trap receiver.

SNMP Trap Community

Community receiving the traps.

SNMP Trap Port

Trap receiver port number.

Full Text Search

Full Text Server Name

Full Text Server Port

Full Text Search Server Configuration Directory

32-Bit Database Client Library Path

For example, /data1/app/oracle/product/10gR2/lib32.





BMC Remedy Approval Server worksheet

BMC Remedy Assignment Engine worksheet

Table 5-3: BMC Remedy Approval Server worksheet


JRE Path*


AR System Server Administrator Name*

AR System Server Password*

AR System Server TCP Port*

AR System Server Name Alias*

AR System Server Host Name or IP Address*

* If you are installing the AR System server at the same time, this parameter is completed on the “AR System server worksheet” on page 77.

Table 5-4: BMC Remedy Assignment Engine worksheet


JRE Path*









BMC Remedy Email Engine worksheet

BMC Remedy Email Engine worksheetTable 5-5: BMC Remedy Email Engine worksheet (Sheet 1 of 3)


JRE Path*








See page 59.

Email Engine RMI Port

See page 53.

Email Engine RPC Port

See page 53.

Incoming Mailbox Server Type � POP3� MAPI� IMAP4

Outgoing Mailbox Server Type � MAPI� SMTP

Inbox

POP3 and IMAP4 Inbox

Mailbox Name

Example: ARSystemEmail-Incoming

Server Name or IP Address

Your company’s email server.For multiple AR System servers on the same machine: To maintain the correct dependency relationship between the Email Engine and its dedicated AR System server, enter the AR System server that connects to the Email Engine you are installing.

Server Port

Port number for your company’s email server. The default values are:� POP3: 110� POP3 with SSL: 995� IMAP4: 143� IMAP4 with SSL: 993




SSL? � SSL

Server User Name

Name of the user or administrator of the email account.

Server Password

MAPI Inbox

Mailbox Name

Example: ARSystemEmail-Incoming

Email Profile

Name of the MS Exchange profile.See also page 65.

Outbox

MAPI Outbox

Email Profile

Name of the MS Exchange profile.See also page 65.

Mailbox Name

Example: ARSystemEmail-Outgoing

Display Name

Descriptive name that appears in the From: line of outgoing emails.

Email Address

Email address of the email account owner.

SMTP Outbox

Mailbox Name

Example: ARSystemEmail-Outgoing

Display Name

Descriptive name that appears in the From: line of outgoing emails.

Email Address

Email address of the email account owner.

Server Type

Server Name or IP Address

Your company’s email server.

Table 5-5: BMC Remedy Email Engine worksheet (Sheet 2 of 3)




BMC Remedy Flashboards worksheet

BMC Remedy Flashboards worksheet

Server Port

Port number for your company’s email server. Default values are:� SMTP: 25� SMTP with SSL enabled: 465

SSL? � SSL

Server User

Name of the user or administrator of the email account.

Server Password

MAPI Logon Settings:

Windows NT User Name

Password

Windows NT Domain

Table 5-6: BMC Remedy Flashboards worksheet

Installation Parameter Value

JRE Path*








See page 59.

Flashboard Server RMI Port

See page 53.

Flashboard Server RPC Program Number

See page 53.


Table 5-5: BMC Remedy Email Engine worksheet (Sheet 3 of 3)





BMC Remedy Mid Tier worksheetTable 5-7: BMC Remedy Mid Tier worksheet (Sheet 1 of 2)


AR System Servers List (Optional)

If you already have instances of the AR System server installed on the computer, they are listed. You can also add other servers to which you have access.

JRE Path*


JDK Path*

Path to the Java Development Kit for the BMC Remedy Mid Tier you want to install.






Mid Tier Administration Password

Password to access the BMC Remedy Mid Tier Configuration Tool. See the BMC Remedy Mid Tier Guide.After the installation, you can change this password with the BMC Remedy AR System Administration Console. See the Configuration Guide.

Web Server � IIS (Windows only)� Apache (UNIX only)� Other ________________________

JSP Engine

If you select Tomcat, the installer will install it with the mid tier installation. If you choose any other JSP engine, it must already be installed on the machine before you install the mid tier.

� Tomcat� JBOSS� Servlet Exec (This option is disabled on Windows

if it is not previously installed.)� Other ________________________

Parameters if the suite installer installs Tomcat

Initial Memory Pool

Maximum Memory Pool

HTTP Port

Parameter if you use a pre-installed JSP Engine

JSP Engine Server Installation Directory



BMC Remedy Mid Tier worksheet

Preference Servers (Optional)

AR System server that stores user preferences. For more information, see the Configuration Guide.

Home Page Server (Optional)

AR System server that contains the home page you will use with AR System applications.

Data Visualization Module Server (Optional)

Business Objects XI parameters:

Business Objects XI Location

Enter:http://server:port

AR System ODBC Data Source Name

Name of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used.

CMS Folder Name

Name of the folder where the Crystal reports are published.

CMS User Name

The mid tier uses this user information to log in to the CMS and publish the reports.

CMS Password

Table 5-7: BMC Remedy Mid Tier worksheet (Sheet 2 of 2)





BMC Remedy User and BMC Remedy Alert worksheetTable 5-8: BMC Remedy User worksheet




BMC Remedy User Home Directory

Location of the folder that stores definition folders and user-specific configurations, such as preferences and saved searches.

Localized Views (in addition to English) � Spanish� French� Korean� German� Italian� Japanese� Russian� Simplified Chinese

Data Language � English� Spanish� French� Korean� German� Italian� Japanese� Russian� Simplified Chinese



BMC Remedy Developer Studio worksheet

BMC Remedy Developer Studio worksheet

BMC Remedy Data Import worksheet

Table 5-9: BMC Remedy Developer Studio worksheet


JRE Path*

Path to the Java runtime environment for this installation.If you will be connecting to servers in different locales, install a multilanguage version of JRE.



BMC Remedy Developer Studio Workspace Folder

Location for storing BMC Remedy Developer Studio projects.

User Preferences Source (upgrades only)

Path to the folder that contains your current BMC Remedy Administrator preferences.

User Preferences Destination (upgrades only)

Path to the folder where you want to store Developer Studio preferences.


Table 5-10: BMC Remedy Developer Studio worksheet


JRE Path*

Path to the Java runtime environment for this installation.If you will be connecting to servers in different locales, install a multilanguage version of JRE.







Chapter

6
Running the installers
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)

Chapter 6 Running the installers 93


Running the suite installerYou can run the suite installer to install several AR System features or one feature.

IMPORTANT It is recommended that you install BMC Remedy Mid Tier on a separate server from AR System.

� To run the suite installer on Windows

1 If you downloaded the software from the Electronic Product Download (EPD) site, unzip the software.

2 Change directories to the location of the setup.cmd file for the suite installer.

3 Run setup.cmd.

4 Use the worksheets in Chapter 5, “Installation worksheets,” to enter the information on the screens.

� To run the installer on UNIX

1 If you downloaded the software from the Electronic Product Download (EPD) site, unzip the software.

2 Log in as root.

To install as a non-root user, see “Installing as non-root” on page 51.

3 In a command window, change directories to the location of the setup.sh file for the suite installer.

4 Run setup.sh.

5 Use the worksheets in Chapter 5, “Installation worksheets,” to enter the information on the screens.

Running the client installersTwo smaller suite installers includes options to install BMC Remedy clients:

� ARSuiteKitDeveloperWindows.zip installs BMC Remedy Developer Studio and BMC Remedy Data Import.

� ARSuiteKitClientWindows.zip installs BMC Remedy User and BMC Remedy Alert.

� To run a suite installer on Windows

1 Change directories to the location of the setup.exe file for the suite installer.

2 Run setup.exe.


Chapter

7
Post-installation procedures
After you complete the installation, you might need to perform post-installation procedures depending on the features you installed.


� 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)



Post-installation tip for upgradesIf you upgrade a feature and the new files are installed in a different directory from the previous version’s files, you must manually delete the old files.

AR System server post-installation proceduresThis section describes tasks you can perform after you install AR System.

Starting and stopping the AR System server manuallyThe installation script starts the AR System server automatically, but you can stop the server and start it manually to verify the installation or troubleshoot problems.

� To start or start the AR System server on Windows1 Access the Services screen.

a Choose Start > Settings > Control Panel.

b Double-click Administrative Tools.

c Double-click the Services icon.

2 Select the appropriate server.

� The first or only AR System server installed on a computer is called BMC Remedy Action Request System Server.

� Additional servers are listed as AR System serverName.

3 Choose Action > Start, or choose Action > Stop.

If you want to stop other AR System services, stop them in the following order:

a AR System server

b BMC Remedy Email Engine

c AR System Portmapper

� To start or stop the AR System server on UNIX1 Log in as root.

In a non-root installation, log in as the user who starts the AR System server. Make sure that you have read/write access to the /dev/console file before you restart the server as non-root.

2 Enter the arsystem stop or arsystem start command:

ARSystemInstallDir/bin/arsystem startARSystemInstallDir/bin/arsystem stop

WARNING Do not use the kill -9 command to stop the AR System server, or your database might be left in an inconsistent state.


Approval Server post-installation procedures

Increasing the default maximum memory growth on HP-UXTo increase the current default maximum memory growth potential of arserverd, you can use the chatr utility.

� To modify the server

1 Run chatr with the following command:

chatr +q3p enable arserverd

chatr comes standard with HP-UX. For more information, run man chatr.

2 Configure the file system for large files. To verify this, enter:

fsadm -F vxfs /d1

You will see the following output if it is configured for large files:

largefiles

If the output displays nolargefiles, see the man pages for fsadm. If you do not configure your file system for largefiles and a process core dump failure occurs, the core file will be truncated if the resident memory size of the process is greater than 2GB.

3 Set ulimit to unlimited:

ulimit -c unlimited

Approval Server post-installation proceduresThe Approval Server is an ARDBC plug-in, which runs in the plug-in server. By default, armonitor starts the plug-in server along with the AR System server. Therefore, the Approval Server is also loaded automatically when you start the AR System server.

The armonitor executable uses the armonitor.cfg (Windows) or armonitor.conf (UNIX) file to determine which services to start. Starting the plug-in server is controlled by the following line:

� Windows

"$BMC_AR_SERVER_HOME$$/$arplugin.exe" $BMC_UNICODE_OPTION$ -i "$BMC_AR_SERVER_HOME$" –m

� UNIX

$BMC_AR_SERVER_HOME$$/$bin$/$arplugin -s $BMC_AR_SERVER_NAME$ -i $BMC_AR_SERVER_HOME$



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)

� To temporarily prevent the Approval Server from starting

1 Make a backup copy of the AR System configuration file if you do not already have one.

� On Windows, the configuration file is ARSystemInstallDir/CONF/ar.cfg

� On UNIX, the file is ARSystemInstallationDirectory/CONF/ar.conf

ARSystemInstallationDirectory is the directory where the AR System server executable is installed.

2 Open the AR System configuration file in a text editor.

3 Locate the Plugin: line.

4 Insert a hash character (#) at the beginning of the line.

This marks the line as a comment and causes the Plug-in server to ignore the line when starting up.

5 Save the file.

6 Stop and restart the AR System server.

See “Starting and stopping the AR System server manually” on page 96.

Email Engine post-installation proceduresThis section describes tasks you can perform after you install the Email Engine.

Starting and stopping the Email EngineIf the Email Engine fails to start automatically after you start the server, use the instructions in this section to start it manually.

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.


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.

� To start the Email Engine manually on UNIX

1 Change directories to the Email Engine installation directory:

cd emailEngineInstallDirectory

2 Enter either of the following commands:

� emaild.sh start &

� # nohup emaild.sh start &

� To stop the Email Engine manually on UNIX

1 Change directories to the Email Engine installation directory:cd emailEngineInstallDirectory

2 Enter the following commands to stop the Email Engine:# emaild.sh stop &

After you issue this command, AR Monitor stops the Email Engine service and immediately restarts it automatically.

If the emaild.sh command fails to stop the Email Engine, comment out the following line in the armonitor.conf file, then reissue the emaild.sh command:/etc/arsystem/serverName/armonitor.conf



Flashboards post-installation proceduresThis section describes tasks you can perform after you install Flashboards.

Starting or stopping the Flashboards server manuallyUse Flashboards server to collect historical data.

� To start or stop the Flashboards server on Windows

1 Access the Services screen.

a Choose Start > Settings > Control Panel.

b Double-click Administrative Tools.

c Double-click the Services icon.

2 Select the Flashboards server.

3 Choose Action > Start, or choose Action > Stop.

� To start or stop the Flashboards server on UNIX or Linux

1 Change directories to the installation directory of that server.

2 Run the following command:

server.sh start

or

server.sh stop

If you are running two Flashboards servers on the same computer and enter the server.sh stop command, both servers will stop.

To stop only one Flashboards server if two are on the same computer, include the port number in the command:

server.sh stop -p portNumber

Running the Flashboards server after exiting a shellIf you plan to exit a shell after starting the Flashboards server in that shell, enter the following command to start the server:

nohup server.sh start &

When you enter this command, the Flashboards server continues running in the background after you exit the shell.

Installing and configuring Flashboards samplesThe Flashboards samples show how to gather statistics. The suite installer does not prompt you to install Flashboards samples. You must install the samples manually.


Flashboards post-installation procedures

� To install Flashboards samples manually

1 In the AR System Navigator pane of BMC Remedy Developer Studio, right-click on the name of the server where the samples should be installed.

2 Choose Import > Object Definitions to open the Import Objects window.

3 In the Import File field, enter the full path name for the ServerStat.def file.

Windows

C:\Program Files\BMC Software\ARSystem\flashboardserver\ServerStat.def

UNIX

/opt/bmc/ARSystem/flashboardserver/ServerStat.def

4 Click Next.

5 Select the objects, and click Finish.

� To configure the Flashboards samples

1 Open the AR System Administration: Server Information form.

2 Select the server that contains the installed samples.


4 In the Default Web Path field, enter the following web path:

http://webServerName:port/arsys

where webServerName is the name of the web server on which the mid tier is installed and port is the port number. The port number is optional.

5 In the Server Statistics section, select the Cumulative Queue option.

6 To save your changes, click OK.

� To configure Flashboards sample variables

1 Open BMC Remedy Developer Studio.

2 In AR System Navigator, expand serverName > All Objects.

serverName is the server that contains the installed samples.

3 Double-click Flashboards Variables.

4 In the Flashboards Variables list, double-click the Set Entry Calls Per Hour variable.

5 Open the Data Collection panel, and select the Collect Data option.

6 Open the History panel, and set the collection interval.

7 Save your changes.

8 Repeat this procedure for the Set Entry Calls Per Second and Total Number of Fixed Licenses variables.



Mid Tier post-installation proceduresThis section describes tasks you should complete after you install the mid tier. It also includes some troubleshooting tips.

For complete configuration information, see the BMC Remedy Mid Tier Guide.

Verifying that the mid tier is working

� To verify that the mid tier is working

1 Access the following URL:

http://yourWebServer:optionalPortNumber/arsys/shared/config/config.jsp

For example:

http://XYZCompany:8080/arsys/shared/config/config.jsp

The default password is arsystem.

Making sure your JSP engine has the proper permissionsIf you install the ServletExec or Tomcat JSP engine separately from the suite installer, make sure that the JSP engine has read and write permissions to the mid-tier installation directory:

� Windows—C:\Program Files\BMC Software\ARSystem\midtier\

� UNIX—/opt/bmc/ARSystem/midtier

Proxy server and load balancer settingsThe mid tier implementation is in a servlet filter, which overrides the HttpServletResponse.sendRedirect(String Url) method so that all redirects that the mid tier sends are relative. (The standard HttpServletResponse.sendRedirect(String Url) method makes the URLs absolute.)

To enable the filter, edit the web.xml file or use the servlet container’s administration console to add the filter. See “Enabling filter parameters” on page 104.

Behavior when the servlet filter is not activeIf the filter is not active, redirect URLs in the Location HTTP header of the response sent from the mid tier use the following format:

"http[s]://localWebServerName.domainName.com/arsys/path/to/resource"


Mid Tier post-installation procedures

In this example, localWebServerName.domainName.com is the host name or domain name where the servlet engine is running. That host name or domain name is incorrect in reverse proxy and load balanced environments.

Some proxy servers cannot overwrite hostName.domain in the Location HTTP header of the redirect response. Those proxy servers cannot correct the URL back to the proxy server’s hostName.domain. The URL sent to the browser in these cases is not back through the proxy server, but includes a host name that is not resolvable nor routable from the external network.

When the host name changes from the original URL that is used to initially connect through the proxy, the browser does not send the proper cookies that the servlet engine and mid tier set for session tracking and other functions. The URL in the Location HTTP header of redirect responses is sometimes wrong in load balanced environments, because the local host name of one of the web servers in the farm does not match the virtual host name of the load balancer.

If the filter is not active, the URL in the redirect response is:

“http[s]://internalServerSomewhereOnAnother.internalDomain.com/arsys/shared/login.jsp”

This URL cannot make it back through the proxy server.

Similar problems occur with cookies that the servlet engine and mid tier return. Some proxy servers cannot change the Set-Cookie HTTP header to reset the path on cookies to the proxy server’s alias for web applications behind the proxy. In these cases, the proxy has an alias that directs requests to different internal web servers (for example, http[s]://external.hostname.somewhere.com/helpdesk directs HTTP requests to a mid-tier application, and http[s]://external.hostname.somewhere.com/marketing directs HTTP requests to a different internal web server). The path for cookies that the servlet API returns is incorrect, and the following actions must occur:

� The proxy server must adjust the path. By default, the servlet API sets the cookie path to the name of the application context path. For the mid tier, the path is usually /arsys.

� The filter parameters must be enabled as described in “Enabling filter parameters” on page 104. You can reset the path for cookies to /helpdesk or simply to the root path (/).

WARNING Some servlet engines cannot reset the cookie path for the JSESSIONID cookie, even with the filter parameters enabled.



Behavior when the servlet filter is activeIf the filter is active, redirect URLs in the Location HTTP header of the response sent from the mid tier use the following format:

"../../../../path/to/resource"

The browser receives this relative URL and calculates the full URL to access the resource. For example, when the filter is active, the redirect to the login.jsp response from the URL:

http[s]://correctProxyServerName.correctDomain.com/arsys/forms/arserver1/sampleForm/sampleView

to login.jsp is similar to:

"../../../../shared/login/jsp"

Enabling filter parametersTo enable the filter, add the following highlighted tags to the mid tier application's web.xml file near the top.

TIP Be sure to preserve the order in which the XML tags appear within the web.xml file.

<?xml version="1.0" encoding="UTF-8"?><!DOCTYPE web-app PUBLIC '-//Sun Microsystems, Inc.//DTD Web Application 2.3//EN' 'http://java.sun.com/dtd/web-app_2_3.dtd'>

<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>

<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>  (… Rest of web.xml file …)

Running Tomcat with IIS

Using the correct permissionsYou must have administrator rights when you install BMC Remedy Mid Tier with IIS as the web server and Tomcat as the JSP engine.

Running on Windows 2003 Server x64The 64-bit version of Microsoft Internet Information Services (IIS) will not load the Tomcat ISAPI filter by default, because the Tomcat filter is designed for 32-bit platforms. Complete the following instructions to run IIS with Tomcat on this platform.

Add this textto enablethe filter.



� To run Tomcat with IIS on Windows 2003 Server x64

1 Install the mid tier, and choose Tomcat as the JSP engine.

2 In a command window, change directories to C:\Inetpub\AdminScripts.

3 From the command window, run the following command:

cscript.exe adsutil.vbs SET W3SVC/AppPools/Enable32BitAppOnWin64 1

This step enables 64-bit IIS to run 32-bit processes.

4 From the command window, run the following command:

cscript.exe C:\WINDOWS\system32\iisext.vbs /AddFile "C:\Program Files (x86)\Apache Software Foundation\Jakarta Isapi Redirector\bin\isapi_redirect.dll" 1 jakarta 1 jakarta

This step adds and enables the Jakarta Isapi Redirector web service extension.

5 Stop and restart IIS.

6 Open the BMC Remedy Mid Tier Configuration Tool to verify that the Tomcat ISAPI filter is working:

http://yourWebServer/arsys/shared/config/config.jsp

Disabling ServletExec after an upgradeIf you are upgrading and you do not want to use the ServletExec application server, follow the instructions in this section to disable it (UNIX or Windows).

NOTE If you do not plan to use the ServletExec application server, you can uninstall it.

� To disable ServletExec after an upgrade on UNIX

1 Locate the httpd.conf file in the ApacheInstallDirectory/conf directory, and open the file with a text editor.

2 Insert a # symbol at the beginning of the following lines to prevent them from being processed:

#LoadModule servletexec_module libexec/mod_servletexec.so

#ServletExecAdapterConfigFile "ServletExecInstallDirectory/ServletExecAS/config/webadapter.properties"

3 Save and close the file.

4 Restart your web server.

� To disable ServletExec after an upgrade on Windows

1 From Control Panel, click Administrative Tools.

2 Open the Internet Information Services (IIS) Manager.

3 Find your local computer in the left navigation pane.



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.

Changing the mid tier configuration passwordConsider changing the mid tier configuration password after you complete the installation.

� To change the mid tier configuration password

1 Start the Mid Tier Configuration Tool in a browser.

The URL is http://webServer:port/arsys/shared/config/config.jsp.

2 In the login screen, enter the default password (arsystem).

3 Click Change Password in the left panel.

4 Enter your new password.

Troubleshooting tips

Troubleshooting Java SDK on WindowsIf you have a valid Java SDK installed, but the mid tier installer warns you that the SDK is not found or is not valid, the registry information for Java SDK might be corrupt. To fix the problem, simply uninstall and reinstall the Java SDK. Then, run the mid tier installer again.

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.



Apache on Linux—Changing the group ID valueYou might receive the following security-related error message when you install the mid tier on Linux® with Apache:

chgrp: invalid group name '#-1'Error running the following commandchgrp -R #-1 /usr/ar/mid-tierYou will need to manually run this command after the installation has completed. See the install log /use/tmp/mt_install.log for details.

If you see this error, enter the correct web server group ID in the Group line of the httpd.conf file, located in the Apache installation directory. If you do not make this change, you will be unable to save changes you make to the Mid Tier Configuration Tool settings. Obtain the correct group ID from your web server administrator.

Tomcat with IIS—ISAPI filter is not createdWhen you install the mid tier with Tomcat Windows with IIS, the ISAPI filter might not get created in the IIS manager. If this occurs, you cannot start the BMC Remedy Mid Tier Configuration Tool.

To resolve the problem:

1 In Windows, open the Internet Information Services (IIS) Manager.

2 Verify that all the following entries appear:

� ISAPI filter – Default Web Site properties

� Jakarta virtual directory

� Jakarta Web Service Extensions

3 If any of the entries does not appear, add the missing entries to the IIS manager manually.

Running Tomcat on a UNIX serverIf you try to run Tomcat on a UNIX server after installing the mid tier, and you receive an error message or the mid tier will not start, refer to the log file in the tomcat/logs directory. If you find incompatibility errors for the Java version, check the JRE_HOME variable. It might be pointing to an older version.

See the compatibility matrix at http://www.bmc.com/support_home for the latest, most complete information about what is officially supported.



Chapter

8
Uninstalling AR System features and clients
This chapter describes how to uninstall AR System features and clients.


� Uninstalling AR System features (page 110)� Uninstallation tips (page 110)

Chapter 8 Uninstalling AR System features and clients 109


Uninstalling AR System featuresWhen you run the uninstaller, the AR System binaries are removed, but the AR System database remains intact.

� To uninstall AR System features on Windows

1 Go to ARSystemInstallDir\UninstallBMCARSystem.

2 Double-click the uninstall.exe file.

3 Follow the wizard’s prompts.

� To uninstall AR System features on UNIX

1 Go to ARSystemServer/uninstallBMCARSystem.

2 Run the uninstall file.

3 Follow the wizard’s prompts.

NOTE If you customize forms, any automatically installed forms are overwritten when you perform an upgrade.

Uninstallation tipsAR 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.soJkWorkersFile /usr/ar/apache-tomcat-version/conf/arsysworker.propertiesJkLogFile /usr/apache_version/logs/mod_jk.logJkLogLevel infoJkLogStampFormat "[%a %b %d %H:%M:%S %Y] "JkOptions +ForwardURIEscaped +ForwardURICompatUnparsedJkRequestLogFormat "%w %V %T"JkMount /arsys/* arsysWorker1


Appendix

A
Locating AR System files and forms
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.


� Default installation directories (page 112)� Installed files and locations (page 113)



Default installation directoriesAll AR System features are installed in the following directory:

� Windows—C:\Program Files\BMC Software\ARSystem

� UNIX—/opt/bmc/ARSystem

Each feature has its own subdirectory as follows:

� alerttool

� approval

� ardbcldap

� arealdap

� Arserver

� AREmail

� arsystem (for utilities)

� assignmentengine

� crystalreports

� crystalwebapplication

� dataimporttool

� DevStudio

� flashboards

� ftsconfiguration

� midtier

� snmpconfiguration

� usertool

� webserviceplugin

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.


Installed files and locations

Installed files and locationsThe following tables list the files that are created or modified when you install various AR System features.

AR System server file locations

NOTE It is recommended that you retain this file structure. Do not remove DLL files from the arsystem/bin directory. If DLLs are not located in the bin directory, the thread running a process that requires a missing DLL will hang.

Windows locationsTable 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 during import of data to the AR System server database

� ARSystemInstallDir\Logs

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.

For new installations on Windows XP, the default ARSystemHomeDirectory is C:\Documents and Settings\userName\Application Data\AR System\HOME.

On Microsoft Windows Vista, the default ARSystemHomeDirectory is C:\Users\LoginName\AppData\Roaming\AR System\Home.

Email notification and submission configuration(You must install and configure BMC Remedy Email Engine to use notifications.)

� ARSystemInstallDir\conf\armaild.cfg

System Error Messages Help

� ARSystemInstallDir\Arserver\help

Forms that the installer imports during installation

� ARSystemInstallDir\Arserver\InstallForms

Forms that the server self-imports at startup

� ARSystemInstallDir\Arserver\SystemForms

Table A-1: AR System server file locations (Windows) (Sheet 2 of 2)

File Location

By default, ARSystemInstallDir is C:\Program Files\BMC Software\ARSystem on Windows.



UNIX locationsTable 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 import of data to the AR System server database

� ARSystemInstallDir/Logs

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


� ARSystemInstallDir/installforms

Forms that the server self-imports at startup

� ARSystemInstallDir/systemforms

By default, ARSystemInstallDir is /opt/bmc/ARSystem on UNIX.



Approval Server file locations

Windows locations

UNIX 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 files

� ARSystemInstallDir\approval\Uninstall\*.lst� ARSystemInstallDir\approval\Uninstall\*.xml

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



BMC Remedy Email Engine locations

Windows locations

Templates � ARSystemInstallDir/approval/templates/*.imp� ARSystemInstallDir/approval/templates/*.arm

Localized files � ARSystemInstallDir/approval/templates/locale/*.arx� ARSystemInstallDir/approval/templates/locale/*.def� ARSystemInstallDir/approval/templates/locale/*.xml

Uninstallation files

� ARSystemInstallDir/approval/templates/Uninstall/*.lst

� ARSystemInstallDir/approval/templates/Uninstall/*.xml

Table A-4: Approval Server files (UNIX) (Sheet 2 of 2)

Category Location

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


C:\Program Files\BMC Software\ARSystem\AREmail\*.def

Batch file to start Email Engine

C:\Program Files\BMC Software\ARSystem\AREmail\EmailStart.bat

Batch file to Stop Email Engine

C:\Program Files\BMC Software\ARSystem\AREmail\EmailStop.bat



UNIX locations

BMC Remedy Mid Tier file locationsYou can install the mid tier on a UNIX or Windows system. The following table lists the locations of the files on either system.

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


/opt/bmc/ARSystem/AREmail/*.def

Batch file to start Email Engine

/opt/bmc/ARSystem/AREmail/EmailStart.bat

Batch file to Stop Email Engine

/opt/bmc/ARSystem/AREmail/EmailStop.bat

Table A-7: BMC Remedy Mid Tier file locations

Category Location

Binary files ARSystemInstallDir\midtier

Configuration file ARSystemInstallDir\midtier\WEB-INF\classes\config.properties

JSP files ARSystemInstallDir\midtier\shared

.gif files ARSystemInstallDir\midtier\shared\images

JavaScript ARSystemInstallDir\midtier\resources

Web application ARSystemInstallDir\midtier\WEB-INF

Java class files ARSystemInstallDir\midtier\WEB-INF\classes

Shared libraries ARSystemInstallDir\midtier\WEB-INF\lib

By default, ARSystemInstallDir is C:\Program Files\BMC Software\ARSystem/ or /opt/bmc/ARSystem/



AR System client file locations on WindowsTable A-8: AR System client file locations

Category Location

Executables ARSystemInstallDir\alerttoolARSystemInstallDir\DeveloperStudioARSystemInstallDir\user

Help information ARSystemInstallDir\DevStudio\ARSystemInstallDir\dataimporttool\ARSystemInstallDir\user\resdlls\* ARSystemInstallDir\alerttool\resdlls\*

User configuration ARSystemHomeDirectory\ar.ini

AR System servers ARSystemHomeDirectory\ar

Macros ARSystemHomeDirectory\arcmds\macroName.arq

User defaults ARSystemHomeDirectory\formName\formName.ard

User views ARSystemHomeDirectory\formName\formName.arv

Form definition cache ARSystemHomeDirectory\formName\formName.arf

Custom report design ARSystemHomeDirectory\arcmds\reportName.arr

By default, ARSystemInstallDir is C:\Program Files\BMC Software\ARSystem.By default, on Windows XP, the default ARSystemHomeDirectory is C:\Documents and Settings\userName\Application Data\AR System\HOME.On Microsoft Windows Vista, the default ARSystemHomeDirectory is C:\Users\LoginName\AppData\Roaming\AR System\Home.




Appendix

B
Using the silent installer
To run the installer in a headless environment or to run the installer on multiple systems at the same time, you can run the installer in silent mode.

Before running the silent installer, you must create an Options.txt file. An example ARSystem-ini-template.txt file contains all of the options you can place in Options.txt file. You can find the example file in the utility folder of the AR System installer files.

� To run the installer in silent mode

1 From the utility folder, open the ARSystem-ini-template.txt file.

2 Create a text file called Options.txt, and add the ARSystem-ini-template.txt options for the installation you want to run.

Set installer properties for the features you are installing.

Using the worksheets in Chapter 5, “Installation worksheets,” as a guide, copy the property options for your features from ARSystem-ini-template.txt to Options.txt, and edit the options accordingly. Be sure to remove the comment (# ) markers.



NOTE To use an encrypted password, use the -J passwordOption= option. To encrypt your password, see “Encrypting passwords” on page 146.

3 Enter Yes for the BMC_EULA_ACCEPT parameter.

## BMC EULA Accept.#-J BMC_EULA_ACCEPT=Yes

4 Run the installer with the -i silent option.

On Windows, enter:

setup.exe -i silent -DOPTIONS_FILE=pathToFile\Options.txt

On UNIX, enter:

setup.bin -i silent -DOPTIONS_FILE=pathToFile/Options.txt

You must use an absolute path to the Options.txt file.

Example Options.txt file-P installLocation=/data1/ar-A featureARServer-J BMC_DATABASE_UTF=true-J BMC_DATABASE_TYPE=ORACLE-J BMC_DATABASE_OPTION=Overwrite-J BMC_DATABASE_HOST=foo.bmc.com-J BMC_DATABASE_PORT=1521-J BMC_DATABASE_INSTANCE=ARS-J BMC_DATABASE_LOGIN=ARAdmin-J BMC_DATABASE_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9-J BMC_DATABASE_CONFIRM_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9-J BMC_DATABASE_DBA_LOGIN=system

Table B-1: Options for the Options.txt file

Option Description Example

-P Sets the installation directory for a product. -P installLocation=filePathWindows:

-P installLocation=C:\Program Files\BMC Software\ARSystemUNIX:

-P installLocation=/opt/bmc/ARSystem

-A Specifies the products and features you want to install.The product and feature names are listed at the top of the ARSystem-ini-template.txt file.To install more than one product or feature, include a -A line for each.

-A productproductName-A featurefeatureName-A featureDeveloperStudio

-J Specifies Java properties that correspond to user inputs.See the ARSystem-ini-template.txt file for examples.

-J HOST_NAME=foo.bar.com-J LOGIN=admin-J PASSWORD=admin


-J BMC_DATABASE_DBA_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9-J BMC_DATABASE_DBA_TABLESPACE_NAME=arsys-J BMC_DATABASE_DBA_DATAFILE_NAME=arsys.dbf-J BMC_DATABASE_DBA_DATAFILE_SIZE=500-J BMC_DATABASE_DBA_TEMP_TABLESPACE_NAME=artmp-J BMC_DATABASE_DBA_TEMP_DATAFILE_NAME=artmp.dbf-J BMC_DATABASE_DBA_TEMP_DATAFILE_SIZE=100-J BMC_DATABASE_CLIENT_HOME_PATH=/data1/app/oracle/product/10gR2-J BMC_AR_USER=Demo-J BMC_AR_PASSWORD=-J BMC_AR_SERVER_NAME=foo-J BMC_AR_SERVER_HOST_NAME=foo.bmc.com-J BMC_AR_PORT=2044-J BMC_AR_PLUGIN_PORT=2045-J BMC_AR_DSO_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9-J BMC_AR_APPLICATION_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9-J BMC_AR_SERVER_LIST=foo.bmc.com-J BMC_MIDTIER_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9

� To uninstall features using silent mode

1 Set the following options the Options.txt file, which is located in the folder that contains the installer executable file:

2 Change to the directory where the uninstall file is located:

The default locations are as follows:

� Windows—C:\Program Files\BMC Software\ARSystem\UninstallBMCARSystem

� UNIX—/opt/bmc/ARSystem/UninstallBMCARSystem

3 Run the uninstaller from with the -i silent option.

On Windows, enter:

uninstall.exe -i silent -DOPTIONS_FILE=pathToFile\Options.txt

On UNIX, enter:

./uninstall -i silent -DOPTIONS_FILE=pathToFile/Options.txt

You must use an absolute path to the Options.txt file.

Table B-2: Options for Options.txt file

Option Description Example

-P Sets the installation directory for a product.

-P installLocation=C:\Program Files\BMC Software\ARSystem

-U Uninstalls the entire product or an individual feature.

-U productproductName-U featurefeatureName-U featureDeveloperStudio




Appendix

C
Unicode and AR System
This chapter discusses issues related to Unicode implementation in BMC Remedy Action Request System (AR System) 7.5.00.


� Installing and upgrading (page 126)� Compatibility considerations (page 130)

For more information about Unicode than is described in this document, see the Unicode Consortium website at http://www.unicode.org.


http://www.unicode.org


Installing and upgradingIf you are installing AR System for the first time and you want to use Unicode, make sure your database is configured to use Unicode.

If you are upgrading to a Unicode-enabled AR System server, you must prepare your host computer before installing AR System, and make sure that the database is Unicode-enabled.

BMC supports the following upgrade:

You had installed and were running an AR System 6.x server on a Unicode database. Now, you want to run a Unicode AR System 7.x server on the same Unicode database.

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.

� To prepare your host computer for a Unicode AR System installation or upgrade

1 (UNIX® only) Set the LANG environment variable for the locale you will be using.

Remember these tips:

� Make sure you have installed UTF-8 locales in which you plan to run AR System programs.

� Make sure you use the correct spelling and capitalization for your particular system (for example, on Solaris, you might enter en_US.UTF-8). To find the locales that correspond to the language you want to use, use the locale -a command. See your UNIX system documentation for information about locale settings.

� To set the locale of the installation, the server installation script uses the locale of the shell it is run from. For example, to install a server on Solaris that runs in the en_US.UTF-8 (U.S. English, Unicode/UTF-8 character encoding) locale, set your shell’s locale to en_US.UTF-8 before installing AR System.

During installation, the AR System installer sets up the arsystem script with the correct values for LANG variable. The arsystem script launches armonitor, which launches the programs mentioned in the armonitor.conf file; each of these programs inherits the environment variables established in the arsystem script.


Installing and upgrading

2 (Oracle® only) If you are installing an Oracle Unicode AR System on a Windows operating system, set the value of the NLS_LANG registry setting.

Depending on your system’s configuration, the setting's key looks something like this:

HKEY_LOCAL_MACHINE\SOFTWARE\ORACLE\KEY_oracle_home_name\NLS_LANG

Oracle defines the NLS_LANG value as LANGUAGE_TERRITORY.CHARACTERSET, for example, AMERICAN_AMERICA.AL32UTF8.

The CHARACTERSET value AL32UTF8 tells the Oracle client library to send and receive character data as UTF-8. (Do not use the CHARACTERSET value UTF8, which is obsolete.)

3 This setting affects all Oracle database clients that use the Oracle installation named by oracle_home_name.

a Verify that the NLS_LANG environment variable is set correctly.

NLS_LANG is defined by Oracle as follows:

LANGUAGE_TERRITORY.CHARACTERSET

For example:

American_america.AL32UTF8

b Set the Oracle initialization parameter NLS_LENGTH_SEMANTICS=BYTE on the database instance.

Although the AR System server allows you to request that character fields be measured in characters, the server still communicates with the database in bytes.

For more information, see Oracle’s Metalink Note: 144808.1 (Subject: Examples and limits of BYTE and CHAR semantics usage).

4 (DB2 only) Set the DB2CODEPAGE setting.

The DB2CODEPAGE setting determines the client codeset. This value can be set by either of the following methods:

� The db2set program (which affects all DB2 client programs on a particular host computer)

� An environment variable (If this variable is present, it overrides the db2set setting.)

If the db2set setting or the environment variable is not set, the DB2 client library derives a DB2CODEPAGE value from the current locale. On UNIX systems, this value is valid if the server or upgrade program has been started in a UTF-8 locale. On Windows systems, this value is always wrong, and you must use db2set, or set the environment variable to start the server correctly.



Use the following syntax to set the DB2CODEPAGE environment variable.

� UNIX /bin/sh:DB2CODEPAGE=1208; export DB2CODEPAGE

� UNIX /bin/csh:setenv DB2CODEPAGE 1208

� Windows batch file (if starting the server manually):set DB2CODEPAGE=1208

You can use the Windows Control Panel to set the environment variable globally or set it for a specific user.

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.

� To upgrade AR System 6.3 and later servers with a Unicode database to AR System 7.0.01 and later

1 Back up the database components, objects, forms, and data.

2 On Windows systems, run the installer in the same locale that you ran the AR System 6.3 server.

For example, if the 6.3 server ran in a Japanese locale, run the upgrade installer in the same Japanese locale.

3 On UNIX systems, run the installer in the Unicode version of the locale in which you ran the AR System 6.3 server.

For example, if the server ran in the locale ja_JP.eucJP, run the installer in the locale ja_JP.UTF-8. Locale names vary across UNIX variants and versions.

Upgrading serialized data from version 6.3The AR System server stores certain data (such as filter and active link run conditions and table qualifiers) in a serialized format that embeds character lengths. This data occurs in:

� The server's internal tables

� Tables managed by AR System services such as the Approval Server and Assignment Engine

� User data

The upgrade process automatically rewrites internal and AR System service data. If you have this type of data, you can fix it with the arufix63 utility, which is included with the server installation.


Installing and upgrading

The following qualifier is an example of a serialized format:

...\12\Hello, world\...

This denotes that the string Hello, world occupies 12 bytes.

In the single-byte character encodings used by the 6.3 AR System server, the French string:

âllo, monde

occupies 11 bytes and would be encoded as:

...\11\âllo, monde\...

In the UTF-8 encoding used by the Unicode AR System server, the same string occupies 12 bytes (because each accented Latin letter requires 2 bytes, rather than 1) and is encoded as:

...\12\âllo, monde\...

to be decoded and used correctly by the system.

In version 7.x and later, the database upgrade program recalculates these lengths so that the new Unicode AR System server can read back the serialized data. The installer performs the following actions:

� Runs the 6.3-to-7.x database upgrade program, which repairs tables maintained by the AR System server to store definitions of objects such as forms and active links.

� Generates SQL and error logs, and logs the rows that it changes for Unicode repair in a separate file. The name of this file is at the beginning of the SQL log, in a message. The following example shows the file name:

See writeMemoLog in /usr/tmp/aaaaa5231

� Repairs all length-encoded strings in the AR System tables. Repairs any tables (such as arschema) that contain a column called safeGuard, which detects data corruption and whose value is sensitive to the character encoding.

� After the installer starts the server, it runs several programs to install localized views for system forms and add initial data to the User and Group forms. During this phase, it runs the arufix63 program to repair the DSO and Approval Server forms, which store serialized qualifier and assignment strings as normal column data. The arufix63 program reads a script in ARSystemServerInstallDir/arserverconf/arufix63c.txt to know which tables to repair, and writes error messages to ARSystemServerInstallDir/Logs/arufix63.log.

If users have their own applications that store qualifiers or assignments in serialized form, these might also need to be repaired. To do so, run the arufix63 program and specify the affected forms, fields, and field types. For more information, see the arufix63.txt file in the server installation directory.

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 considerationsThe 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.

Character sets and lengthsBecause strings stored in different character sets have different lengths, older AR System products are not compatible with the 7.x and later Unicode AR System server. All version 7.x and later products are compatible with the 7.x and later Unicode AR System server.

Because lengths in the serialized structures are in terms of Unicode characters and not the code set of the clients, clients cannot properly deserialize the characters. This problem occurs when external qualifications are used in table fields and in workflow. Clients using pre-7.0.01 APIs cannot properly parse these items. The problem occurs with serialized structures that contain 8-bit or multibyte characters (including, but not limited to, Asian languages, Eastern European, or accented characters in Western European languages). Serialized structures that contain only 7-bit ASCII characters (English letters, digits, and punctuation) are not affected.

If you are running an older AR System product against a 7.x or later Unicode AR System server, you should upgrade those products to the 7.x or later release. If you cannot upgrade these products, patches to the 6.0 and 6.3 APIs are available to make them compatible with the 7.x or later server. You can obtain them from the patch pages at the Customer Support website (http://www.bmc.com/support_home).

Unicode and version 6.3.00� Do not use version 6.3 or earlier versions of BMC Remedy Administrator with a

Unicode server. Consider disabling pre-7.x clients altogether if possible.

� If you must use version 6.3 or earlier AR System clients (including BMC Remedy User, BMC Remedy Mid Tier, and BMC Remedy Distributed Server Option) with a Unicode server, they will only work if the server’s operating system has the same character set as the client. For example, this combination works:

� 6.3 mid tier

� French client operating system

� German server operating system




Compatibility considerations

This combination does not work:

� 6.3 mid tier

� French client operating system

� Chinese server operating system

� Version 6.3 or earlier AR System clients (including BMC Remedy User, BMC Remedy Mid Tier, and BMC Remedy Distributed Server Option) work with a non-Unicode server only if the operating system running the client has the same character set as the server’s operating system.

For example, a mid tier running on a French operating system (Western European character set) can safely contact a non-Unicode server running on a German or English operating system (also Western European character set), but not one running under a Chinese or Japanese operating system.

Non-Unicode and version 7.x� A version 7.x or later non-Unicode client can contact a version 7.0.01 or later

non-Unicode server if the operating system running the client has the same character set as the server’s operating system.

For example, if a non-Unicode AR System server is on a Chinese operating system, the 7.0.01 version of BMC Remedy User can contact it only if it is installed on a Chinese operating system.

If a non-Unicode AR System server is on a German operating system, the 7.0.01 version of BMC Remedy User can contact it only if it is installed on a Western-European operating system (the same character set as the server's operating system—English or French or Italian, and so on).

� A version 7.x or later non-Unicode client can contact a pre-7.x server if the operating system running the client has the same character set as the server’s operating system.

� A non-Unicode client (such as BMC Remedy User) can access specific language data stored on a Unicode AR System server installed on a Unicode database if the non-Unicode client is installed on the computer with the same character set to which that language belongs.

For example, if an English computer has Unicode AR System server installed on it with a Unicode database, and the data stored is German, Japanese, and Russian:

� BMC Remedy User that is installed on a Japanese computer (Japanese character set) can work with the Japanese data on that database.

� BMC Remedy User that is installed on a French, English, or Spanish computer (Western European character set) can work with German data on that database.

� BMC Remedy User that is installed on a Bulgarian computer (Cyrillic character set) can work with Russian data on that database.



Unicode clients and non-Unicode serversYou can run a Unicode client on a non-Unicode server without restrictions.

AR System components and Unicode considerationsIf you run the following AR System 7.x and later components in Unicode mode, they do not corrupt data when run against a Unicode-enabled AR System server:

� AR System server

� Plug-in server

� Approval Server

� Assignment Engine

� DSO

� RDP

� Email engine

The following sections discuss considerations for running specific AR System components with Unicode.

AR System serverAn 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 serverTwo 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 tierVersion 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 programsWhen 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.

runmacroThe runmacro program, which is sometimes used to do batch exports of data, is not Unicode-safe. Do not use runmacro with a Unicode server.

BMC Remedy ODBC driverThe BMC Remedy ODBC driver is a multi-threaded, ODBC 3.5-compliant Unicode driver that runs an AR System API client under Windows.

If you connect ANSI applications to an AR System Unicode server through the Remedy ODBC driver, any data transferred is converted from ANSI to UTF-16, and then from UTF-16 to UTF-8. If the AR System server is non-Unicode, then the data is converted from ANSI to UTF-16, from UTF-16 to UTF-8, and then from UTF-8 to the server’s native character set.



UtilitiesThe following utilities can be used with Unicode servers:

� artext

� arhelp

� archgsel

� archgid

� arworkflow

� ardisabled

� arlabel

BMC Remedy Developer StudioBMC Remedy Developer Studio is Unicode-safe. It has no character set restrictions.

If you internationalize AR System and you continue to use the BMC Remedy Administrator tool from versions prior to 7.5.00, you must use object names that use ASCII characters. For more information about Unicode and AR System 7.1.00, see the BMC Remedy Action Request System 7.1.00 Installing Guide.

BMC Remedy UserBMC Remedy User is not Unicode safe. Therefore, use it cautiously with Unicode servers. If you attempt to use BMC Remedy User to retrieve and then store characters that cannot be converted to their character sets, they will corrupt data.

BMC Remedy User can open only forms whose names can be displayed in its character set. It can display records that contain Unicode characters; the characters that cannot be displayed are replaced. If BMC Remedy User saves a field that contains replacement characters, it corrupts the original data in the field because it writes the replacement character over the character that previously appeared there.

In general, use ASCII character when creating object names so that BMC Remedy User does corrupt the characters.

BMC Remedy Data ImportBMC Remedy Data Import is Unicode-safe.

BMC Remedy Data Import is also Unicode-safe when you run it from the command line (arimportcmd).

BMC Remedy AlertAlthough BMC Remedy Alert is not Unicode-safe, it is safe to operate with an AR System 7.x or later Unicode-enabled server because it does not send data back to the AR System server.



BMC Remedy AR System Administration ConsoleThe BMC Remedy AR System Administration Console form is Unicode-safe only when run from a version 7.x or later mid tier. For more information about the BMC Remedy AR System Administration Console, see the Configuration Guide.

BMC Remedy MigratorBMC Remedy Migrator is Unicode-safe.




Appendix

D
Installing Full Text Search
This appendix describes how to install Open Text SearchServer software for Full Text Search (FTS).


� 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.



Installing SearchServer on WindowsTo install Open Text SearchServer 6.1 for Full Text Search (FTS) on Windows, perform these steps:

Step 1 Install SearchServer (see the following procedure).

Step 2 Install the AR System server as described in this guide.

If AR System was installed before SearchServer, re-run the AR System installer and select only the Full Text Search option.

Step 3 Integrate SearchServer with AR System (see page 139).

Step 4 Add and activate the FTS fixed and floating licenses (see the Configuration Guide).

� To install Open Text SearchServer on Windows

1 Obtain the Open Text SearchServer software.

� If installing from a DVD, choose the disk labeled BMC Remedy Action Request System Full Text Search, and go to the Windows root-level directory.

� If installing from a downloaded package, unzip the SearchServer installation files into a temporary directory.

2 Navigate to the LicenseKey.txt file, and copy your SearchServer license key.

3 Run the SearchServer setup.exe file.

The SearchServer installation splash screen displays the version as 6.0, but the actual version is 6.1.

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.


Installing SearchServer on Windows

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.

� To integrate SearchServer with the AR System server on Windows

1 Install SearchServer.

2 Install the AR System server with Full Text Search option selected.

If SearchServer is running, stop the service before you install AR System.

NOTE If you install SearchServer after the AR System server, re-run the AR System installer, and select only the Full Text Search option.

Table D-1: Information required for installation

Required information Default Description

Installation Folder Folder where you want to install SearchServer.

License Key License number from the LicenseKey.txt file.

Components to install � Hummingbird Search Server

� Hummingbird SearchServer Core

� Documentation

Accept the defaults: Do not select a custom set of components.

SSJDBC Port 3103 Port number for the SearchServer Java database connectivity (SSJDBC) port.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).

Servlet Port 8660 The Open Text SearchServer SS Servlet Container instance listens for requests on this port This container is required to process JSPs and to run Open Text SearchServer Servlet applications, SSAdmin, and SSOnline.

Host Name Host name of the search server.

Port (for the server) 3103 Port number of the server. This port number should match the SSJDBC port number.

Port (for FTMF service) 1116 Port number for the FTMF service.



Installing SearchServer on UNIX and LinuxTo install Open Text SearchServer 6.1 for Full Text Search (FTS) on UNIX and Linux, perform these tasks:

Step 1 Install SearchServer (see the following procedure).

If you have a previous version, install SearchServer in a different directory.

Step 2 Install the AR System server as described in this guide.

If AR System was installed before SearchServer, re-run the AR System installer and select only the Full Text Search option.

Step 3 Integrate SearchServer with AR System (see page 141).

Step 4 Add and activate the FTS fixed and floating licenses (see the Configuration Guide).

� To install SearchServer on UNIX and Linux

1 Obtain the Open Text SearchServer software.

� If installing from a downloaded package, unzip the SearchServer installation gz file and untar the SearchServer tar file into a temporary directory.

� If installing from a DVD, do this:

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.

a Mount the BMC Remedy Action Request System Full Text Search DVD into your DVD drive.

b Go to the UNIX or Linux root-level directory.


Installing SearchServer on UNIX and Linux

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.

� To integrate SearchServer with the AR System server on UNIX and Linux

1 Install SearchServer.

2 Install the AR System server with Full Text Search option selected.

If SearchServer is running, stop the service before you install AR System.

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



Installing FTS in a server groupTo enable FTS in a server group, install and configure SearchServer on one of the AR System servers in the server group. The other AR System servers act as a SearchServer client for the indexing and searching tasks generated on them.

� To configure FTS for servers in a server group

1 Install and configure SearchServer on one of the AR System servers in the server group as described in this chapter.

2 Install the SearchServer client on the other servers.

On Windows

When you run the SearchServer installer:

� Expand all of the SearchServer components, but select only the Hummingbird SearchServer Core option. Do not select any other options.

� On the Lightweight Driver Component Configuration dialog box, make sure that the values for the host and port refer to the remote SearchServer.

On UNIX

When you run the SearchServer installer, select the “Hummingbird Search Server Core -64 bit” option on the SearchServer Components Selection screen.

3 Specify the SearchServer host and port on the other servers on the FTS tab of the AR System Administration: Server Information form.

Alternatively, you can change the following options in the ar.cfg (ar.conf) file:

� Full-Text-Server-Name:serverName

� Full-Text-Server-Port:portNumber

For more information, see the Configuration Guide.


Appendix

E
Using the AR System Maintenance Tool
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.


� Using installation and uninstallation logs (page 144)� Encrypting passwords (page 146)



Using installation and uninstallation logsThe AR System Maintenance Tool gives you access to installation and uninstallation logs. When you open the tool, the following tabs are displayed:

� Logs

� Configuration

� Encrypt

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.


Using installation and uninstallation logs

Contents of the logsThe general format of all the log messages in the text file format is:

(timeOfEvent),severityOfEvent,sourceOfEvent,eventMessageContent

For example:

(Jul 17 2008 01:10:28.123 AM -05:00),CONFIG,com.bmc.install.builder.installanywhere.InstallationTaskAction,

LOG EVENT {Description=[CREATED InstallationTask],Detail=[com.bmc.install.product.arsuitekit.ARSuiteKitProjectInitializationInstallationTask]}

This message indicates a LOG EVENT message that happened on July 17, 2008, at 1:10:28 a.m. with a severity level of CONFIG from a InstallationTaskAction source class.

The severity levels from highest to lowest values are:

� SEVERE (appears in red in the log viewer)

� WARNING (appears in yellow in the log viewer)

� INFO

� CONFIG

� FINE

� FINER

� FINEST

The following table describes the main log message types.

Table E-1: Log message types

Message type Description

LOG EVENT Describes the following types of information:� The start and end of installation tasks (installer logic and behavior) and installation

screens.� The setting of installation properties. These properties can be set and controlled by the

platform itself, or they can be set based on user input fields.� General informative data. The structure and content within the description text varies

across products.

PROGRESS EVENT Describes how much of a task is completed. These messages correspond to progress bar updates and the localized resource keys that are used to determine messages on the progress bar.

THROWABLE EVENT Describes failures with stack traces.

Summary section Provides a summary at the end of the log that contains the same type of data shown on the installation summary screen (for example, whether the installation was successful or unsuccessful, and if unsuccessful, what features failed to install).



Zipping logs to send to BMC Customer SupportThe Log Zipper, part of the AR System Maintenance Tool, provides a collection of log files that are necessary to debug issues. The Log Zipper is used for installation issues and application issues that can happen months later.

� To run the Log Zipper

1 In the AR System Maintenance Tool, click the Logs tab.

2 Click Zip Logs.

3 Send the ARSystemLogs.zip output file from the temp directory to BMC Customer Support.

Encrypting passwordsThe AR System Maintenance Tool allows you to create an encrypted password. You might use this encrypted password when running a silent installation.

� To encrypt a password for a silent installation

1 Open the AR System Maintenance Tool.

2 Click the Encrypt tab.

3 Enter your password in the Password field and the Confirm Password field.

4 Click Encrypt.

5 Copy and paste the encrypted password into the Options.txt file for your silent installer.

For example, if you want to encrypt the AR System password and the output is DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9, enter the following string:

# -J BMC_AR_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9# -J BMC_AR_CONFIRM_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9

For more information, see Appendix D, “Using the silent installer.”


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

Index

Numerics32-bit JRE 2664-bit platforms 2664-bit servers 50

AAction Request System External Authentication

(AREA). See AREAAIX and Oracle 50API nstallation option 60Approval Server

installation worksheet 84post-installation procedures 97pre-installation procedures 63

Approval Server file locations 116AR Crystal Web Application 71AR System Maintenance Tool 143AR System Portmapper. See portmapperAR System server

installation worksheet 77post-installation procedures 96pre-installation procedures 49starting manually (UNIX) 96, 100starting manually (Windows) 96stopping manually (UNIX) 96, 100

ARDBC plug-in, installation option 60AREA plug-in, installation option 60arsystem script 96, 126arufix63 129ARWebReportViewer 69assigning port numbers 54Assignment Engine

installation worksheet 84pre-installation procedures 63

authentication mode 31

BBMC Remedy Alert

installation worksheet 90BMC Remedy Alert, pre-installation procedures 73BMC Remedy Developer Studio

installation worksheet 91pre-installation procedures 72

BMC Remedy Mid Tiercomponents needed 70free space needed 69installation worksheet 88load balancer 102post-installation procedures 102pre-installation procedures 69proxy server 102troubleshooting installation 107what installer does 69

BMC Remedy Userinstallation worksheet 90pre-installation procedures 73

BMC Software, contacting 2

Cchanging the group ID, Linux 108character set lengths 130client

file locations 119pre-installation procedures 73

client file locations 119compatibility, Unicode 130components required by mid tier 70configuration

choosing 14extending to email access 19extending to multiple servers 17extending to the Web 18minimal 16samples 16

Index 147


configuringchanging password 107Flashboards sample variables 101Flashboards samples 100

custom setup 48customer support 3

Ddata execution prevention (DEP) 46databases

installing tips 30pre-creating 32, 36, 40

DB2 database32KB tablespace 40pre-create 40preparing the environment 37tablespaces 37

DB2CODEPAGE and Unicode 127default installation directories 112default port numbers 55documentation, AR System 10

EEmail Engine

installation worksheet 85post-installation procedures 98pre-installation procedures 64stopping and starting 98upgrading 66

encrypting passwords 146

Ffile locations

Approval Server 116AR System 113, 115clients 119mid tier 118

Flashboardsinstallation worksheet 87post-installation procedures 100pre-installation procedures 68

FTS. See Full Text SearchFull Text Search

installing on UNIX and Linux 140installing on Windows 138preparing to install 61

Hhardware requirements 23headless installation 50Home directory 73host name 55

IIIS, running with Tomcat 105, 108Informix database, preparing to install 42installation directories 112installation log files 144installation roadmap 22installation worksheet

all features 76Approval Server 84AR System server 77Assignment Engine 84BMC Remedy Developer Studio 91BMC Remedy Mid Tier 88BMC Remedy User 90Email Engine 85Flashboards 87

installation, silent 121installer, running 94installing multiple instances 50ISAPI filter 108

JJava SDK, troubleshooting 107JRE, 32-bit 26JSP engine, deciding which to use 69

LLANG

DB2 38Informix 42Oracle 33Sybase 35

LD_LIBRARY_PATH variable 51lengths of character sets 130libdb2.so 38Linux, changing the group ID value 108listener, Oracle 34load balancer and mid tier 102log files, install and uninstall 144



Mmailboxes, UNIX 67Maintenance Tool 143MAPI

changing after installation 99mail protocols 64

MBOX mail protocols 64memory growth, increasing default (HP-UX) 97Microsoft SQL Server. See SQL Servermid tier. See BMC Remedy Mid Tierminimal setup 48minimum configuration 16mode, authentication 31multiple instances 50

Nnaming server 55NLS_LANG and Unicode 127non-root installation

Email Engine (UNIX) 68server (UNIX) 51

Ooptions.txt 121Oracle database

AIX and 50listener 34preparing 33

overwrite installation option 57

Ppassword

changing mid tier configuration password 107configuring 107encryption 146

patches for mid tier 70performance, improving 30platforms, 64-bit 26Plug-in server

armonitor and 97preventing Approval Server startup 98

plug-insARDBC installation option 60AREA installation option 60installation options 60

port numbers 53, 54portmapper, registering server with 53

post-installation proceduresApproval Server 97AR System server 96BMC Remedy Mid Tier 102Email Engine 98Flashboards 100stopping and starting Email Engine 98upgrades 96

pre-created databaseDB2 40SQL 32Sybase 36

pre-installation proceduresApproval Server 63AR System server 49Assignment Engine 63BMC Remedy Alert 73BMC Remedy Developer Studio 72BMC Remedy Mid Tier 69BMC Remedy User 73Email Engine 64Flashboards 68non-root user issues 68UNIX 50

preparingDB2 database 37Informix database 42Oracle database 33SQL Server database 31Sybase database 35

product support 3proxy server and mid tier 102

RRedirector and uninstallation 110registering with portmapper 53requirements

components for mid tier 70hardware 23software 25system 10

reserved port numbers 54roadmap, installation 22running Flashboards server (UNIX) 100running the installer 94

Ssample

configurations 16flashboards 100

Index 149


script, arsystem 96, 126SDK, troubleshooting 107SearchServer

installing on UNIX and Linux 140installing on Windows 138

serialized data and Unicode 128server alias 55server file locations (Windows) 113server groups

installation option 57upgrading 58

server operating system platforms 26ServletExec, disabling after upgrade 106setup, minimum versus custom 48silent installer 121Simple Network Management Protocol (SNMP). See

SNMPSNMP

agent overview 61installation option 61

software requirements 25SQL Server database

pre-create 32preparing 31

SSL for Email Engine 64starting and stopping AR System server,

manually 96starting and stopping Flashboards server,

manually 100support, customer 3Sybase database

pre-create 36preparing the environment 35

system requirements 10

Ttablespaces

32KB on DB2 40DB2 database 37Oracle, setting up existing 34

TCP/IP setupDB2 38Informix 42Oracle 33SQL 31Sybase 35

technical support 3Terminal Services 46tnsnames.ora 34

Tomcatrunning is IIS 105, 108running on UNIX 108uninstallation and 110

transactions and users, increasing for UNIX 51troubleshooting

Java SDK 107web services errors 60

UUnicode

AR System components and 132compatibility 130DB2CODEPAGE 127installing 126NLS_LANG 127non-Unicode and 131serialized data and 128upgrading 126

uninstallation log files 144uninstaller, silent 123uninstalling existing clients 73uninstalling features 109UNIX

file locations 115, 118mailbox, setting up 67non-root installation of Email Engine 68preinstallation considerations 50preparing to run installer 47Tomcat and 108

upgradingEmail Engine 66post-installation procedures 96upgrade installation option 56

user configuration directory 73users and transactions, increasing for UNIX 51

Wweb configuration 18web services, troubleshooting installation 60Windows

authentication and SQL 31client file locations 119file locations 118preparing to run installer 46server file locations 113

worksheet, installationall features 76Approval Server 84AR System server 77



worksheet, installation (continued)Assignment Engine 84BMC Remedy Developer Studio 91BMC Remedy Mid Tier 88BMC Remedy User 90Email Engine 85Flashboards 87

XXWindows installer 47

Index 151



Third-party product termsThe following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the BMC Software product.

The Apache Software License, Version 1.1This product includes the Apache software product found at www.apache.org and the Apache software product is distributed to us pursuant to the following terms and conditions:Copyright (c) 2000 The Apache Software Foundation. All rights reserved. 1. Redistributions of source code must retain the above 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. The end-user documentation included with the redistribution if any, must include the following acknowledgement: "This product includes software developed by the Apache Software Foundation (http://www.apache.org/)." Alternately, this acknowledgement may appear in the software itself, if and wherever such third-party acknowledgements normally appear.4. The names "The Jakarta Project", "Commons", and "Apache Software Foundation" must not be used to endorse or promote products derived from this software without prior written permission. For written permission, please contact [email protected]. Products derived from this software may not be called "Apache", nor may "Apache" appear in their name without prior written permission of the Apache Group.THIS SOFTWARE IS PROVIDED ̀ ÀS IS'' AND ANY EXPRESSED 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 APACHE SOFTWARE FOUNDATION OR ITS 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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in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed.4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of its distribution, then any Derivative Works that You distribute must include a readable copy of the attribution notices contained within such NOTICE file, excluding those notices that do not pertain to any part of the Derivative Works, in at least one of the following places: within a NOTICE text file distributed as part of the Derivative Works; within the Source form or documentation, if provided along with the Derivative Works; or, within a display generated by the Derivative Works, if and wherever such third-party notices normally appear. The contents of the NOTICE file are for informational purposes only and do not modify the License. You may add Your own attribution notices within Derivative Works that You distribute, alongside or as an addendum to the NOTICE text from the Work, provided that such additional attribution notices cannot be construed as modifying the License. You may add Your own copyright statement to Your modifications and may provide additional or different license terms and conditions for use, reproduction, or distribution of Your modifications, or for any such Derivative Works as a whole, provided Your use, reproduction, and distribution of the Work otherwise complies with the conditions stated in this License.5. Submission of Contributions. Unless You explicitly state otherwise, any Contribution intentionally submitted for inclusion in the Work by You to the Licensor shall be under the terms and conditions of this License, without any additional terms or conditions. Notwithstanding the above, nothing herein shall supersede or modify the terms of any separate license agreement you may have executed with Licensor regarding such Contributions.6. Trademarks. This License does not grant permission to use the trade names, trademarks, service marks, or product names of the Licensor, except as required for reasonable and customary use in describing the origin of the Work and reproducing the content of the NOTICE file.7. Disclaimer of Warranty. Unless required by applicable law or agreed to in writing, Licensor provides the Work (and each Contributor provides its Contributions) on an "AS IS" BASIS,WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied, including, without limitation, any warranties or conditions of TITLE, NON-INFRINGEMENT, MERCHANTABILITY, or FITNESS FOR A PARTICULAR PURPOSE. You are solely responsible for determining the appropriateness of using or redistributing the Work and assume any risks associated with Your exercise of permissions under this License.8. Limitation of Liability. In no event and under no legal theory, whether in tort (including negligence), contract, or otherwise, unless required by applicable law (such as deliberate and grossly negligent acts) or agreed to in writing, shall any Contributor be liable to You for damages, including any direct, indirect, special, incidental, or consequential damages of any character arising as a result of this License or out of the use or inability to use the Work (including but not limited to damages for loss of goodwill, work stoppage, computer failure or malfunction, or any and all other commercial damages or losses), even if such Contributor has been advised of the possibility of such damages.9. Accepting Warranty or Additional Liability. While redistributing the Work or Derivative Works thereof, You may choose to offer, and charge a fee for, acceptance of support, warranty, indemnity, or other liability obligations and/or rights consistent with this License. However, in accepting such obligations, You may act only on Your own behalf and on Your sole responsibility, not on behalf of any other Contributor, and only if You agree to indemnify, defend, and hold each Contributor harmless for any liability incurred by, or claims asserted against, such Contributor by reason of your accepting any such warranty or additional liability.

Bouncy Castle LicenseCopyright (c) 2000 - 2006 The Legion Of The Bouncy Castle (http://www.bouncycastle.org) Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

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"Original Author" means the individual or entity who created the Work. "Work" means the copyrightable work of authorship offered under the terms of this License. "You" means an individual or entity exercising rights under this License who has not previously violated the terms of this License with respect to the Work, or who has received express permission from the Licensor to exercise rights under this License despite a previous violation. 2. Fair Use Rights. Nothing in this license is intended to reduce, limit, or restrict any rights arising from fair use, first sale or other limitations on the exclusive rights of the copyright owner under copyright law or other applicable laws. 3. License Grant. 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Ehcache LicenseCopyright 2003-2007 Greg LuckCopyright 2003-2007 Luck Consulting Pty LtdLicensed 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-2.0Unless 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._____________________________________________Apache 2.0 LicenseCopyright (c) 2000-2004 The Apache Software Foundation. All rights reserved.TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright

owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work.2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form.3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed.4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of its distribution, then any Derivative Works that You distribute must include a readable copy of the attribution notices contained within such NOTICE file, excluding those notices that do not pertain to any part of the Derivative Works, in at least one of the following places: within a NOTICE text file distributed as part of the Derivative Works; within the Source form or documentation, if provided along with the Derivative Works; or, within a display generated by the Derivative Works, if and wherever such third-party notices normally appear. The contents of the NOTICE file are for informational purposes only and do not modify the License. You may add Your own attribution notices within Derivative Works that You distribute, alongside or as an addendum to the NOTICE text from the Work, provided that such additional attribution notices cannot be construed as modifying the License. You may add Your own copyright statement to Your modifications and may provide additional or different license terms and conditions for use, reproduction, or distribution of Your modifications, or for any such Derivative Works as a whole, provided Your use, reproduction, and distribution of the Work otherwise complies with the conditions stated in this License.5. Submission of Contributions. Unless You explicitly state otherwise, any Contribution intentionally submitted for inclusion in the Work by You to the Licensor shall be under the terms and conditions of this License, without any additional terms or conditions. Notwithstanding the above, nothing herein shall supersede or modify the terms of any separate license agreement you may have executed with Licensor regarding such Contributions.6. Trademarks. This License does not grant permission to use the trade names, trademarks, service marks, or product names of the Licensor, except as required for reasonable and customary use in describing the origin of the Work and reproducing the content of the NOTICE file.7. Disclaimer of Warranty. Unless required by applicable law or agreed to in writing, Licensor provides the Work (and each Contributor provides its Contributions) on an "AS IS" BASIS,WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied, including, without limitation, any warranties or conditions of TITLE, NON-INFRINGEMENT, MERCHANTABILITY, or FITNESS FOR A PARTICULAR PURPOSE. You are solely responsible for determining the appropriateness of using or redistributing the Work and assume any risks associated with Your exercise of permissions under this License.8. Limitation of Liability. In no event and under no legal theory, whether in tort (including negligence), contract, or otherwise, unless required by applicable law (such as deliberate and grossly negligent acts) or agreed to in writing, shall any Contributor be liable to You for damages, including any direct, indirect, special, incidental, or consequential damages of any character arising as a result of this License or out of the use or inability to use the Work (including but not limited to damages for loss of goodwill, work stoppage, computer failure or malfunction, or any and all other commercial damages or losses), even if such Contributor has been advised of the possibility of such damages.9. Accepting Warranty or Additional Liability. While redistributing the Work or Derivative Works thereof, You may choose to offer, and charge a fee for, acceptance of support, warranty, indemnity, or other liability obligations and/or rights consistent with this License. However, in accepting such obligations, You may act only on Your own behalf and on Your sole responsibility, not on behalf of any other Contributor, and only if You agree to indemnify, defend, and hold each Contributor harmless for any liability incurred by, or claims asserted against, such Contributor by reason of your accepting any such warranty or additional liability.

ICU License

Copyright (c) 1995-2003 International Business Machines Corporation and others. All rights reserved.Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, provided that the above copyright notice(s) and this permission notice appear in all copies of the Software and that both the above copyright notice(s) and this permission notice appear in supporting documentation.THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND

NONINFRINGEMENT OF THIRD PARTY RIGHTS. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR HOLDERS INCLUDED IN THIS NOTICE BE LIABLE FOR ANY CLAIM, OR ANY SPECIAL INDIRECT OR CONSEQUENTIAL DAMAGES, OR ANY DAMAGES WHATSOEVER RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER IN AN ACTION OF CONTRACT, NEGLIGENCE OR OTHER TORTIOUS ACTION, ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THIS SOFTWARE.Except as contained in this notice, the name of a copyright holder shall not be used in advertising or otherwise to promote the sale, use or other dealings in this Software without prior written authorization of the copyright holder.

Java Service LicenseCopyright (c) 2000, Alexandria Software ConsultingAll rights reserved. Redistribution and use 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. Neither name of Alexandria Software Consulting nor the names of the contributors may be used to endorse or promote products derived from this software without specific prior written permission. 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 HOLDERS 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.

GNU LESSER GENERAL PUBLIC LICENSEVarious media for this product contain JfreeChart, JCommon, Nanotree, Mbox, Remote Tea and libgcc_s.a ("Library"), which are licensed under the terms of the GNU Lesser General Public License, Version 2.1 ("LGPL"). Copies of the LGPL and the source code of the Library are provided on a separate distribution disk for these products.JfreeChart & JCommon - (C) Copyright 2000-2004, by Object Refinery Limited and Contributors.Remote Tea - The Remote Tea Java Package has been written by Harald Albrecht ([email protected]). © 1999, 2003 Chair of Process Control Engineering, Aachen University of Technology, 52064 Aachen, Germany.NO WARRANTYBECAUSE THE LIBRARY IS LICENSED FREE OF CHARGE, THERE IS NO WARRANTY FOR THE LIBRARY, TO THE EXTENT PERMITTED BY APPLICABLE LAW. EXCEPT WHEN OTHERWISE STATED IN WRITING THE COPYRIGHT HOLDERS AND/OR OTHER PARTIES PROVIDE THE LIBRARY "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE LIBRARY IS WITH YOU. SHOULD THE LIBRARY PROVE DEFECTIVE, YOU ASSUME THE COST OF ALL NECESSARY SERVICING, REPAIR OR CORRECTION.IN NO EVENT UNLESS REQUIRED BY APPLICABLE LAW OR AGREED TO IN WRITING WILL ANY COPYRIGHT HOLDER, OR ANY OTHER PARTY WHO MAY MODIFY AND/OR REDISTRIBUTE THE LIBRARY AS PERMITTED ABOVE, BE LIABLE TO YOU FOR DAMAGES, INCLUDING ANY GENERAL, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE LIBRARY (INCLUDING BUT NOT LIMITED TO LOSS OF DATA OR DATA BEING RENDERED INACCURATE OR LOSSES SUSTAINED BY YOU OR THIRD PARTIES OR A FAILURE OF THE LIBRARY TO OPERATE WITH ANY OTHER SOFTWARE), EVEN IF SUCH HOLDER OR OTHER PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.The terms and conditions of the BMC Software agreement applicable to this product do not apply to the Library to the extent that any such term or condition imposes any further restriction on the exercise of any right with respect to the Library granted under the GPL. Certain object code of BMC software has been linked with the Library (the "Linked Software"). Although the terms of the LGPL are ambiguous and copyright law is uncertain with respect to application of the LGPL to Software, BMC is producing and distributing the Software in compliance with the LGPL to the extent the LGPL may apply. Accordingly, solely to the extent required by terms of the LGPL, the licensee of Software may modify the Software for the licensee's own use and reverse engineer the Software for debugging the permitted modifications.

Net-SNMP License ---- Part 1: CMU/UCD copyright notice: (BSD like) ----- Copyright 1989, 1991, 1992 by Carnegie Mellon University Derivative Work - 1996, 1998-2000Copyright 1996, 1998-2000 The Regents of the University of California All Rights ReservedPermission to use, copy, modify and distribute this software and its documentation for any purpose and without fee is hereby granted, provided that the above copyright notice appears in all copies and that both that copyright notice and this permission notice appear in supporting documentation, and that the name of CMU and The Regents of the University of California not be used in advertising or publicity pertaining to distribution of the software without specific written permission.CMU AND THE REGENTS OF THE UNIVERSITY OF CALIFORNIA DISCLAIM ALL WARRANTIES WITH REGARD TO THIS SOFTWARE, INCLUDING ALL IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS. IN NO EVENT SHALL CMU OR THE REGENTS OF THE UNIVERSITY OF CALIFORNIA BE LIABLE FOR ANY SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES OR ANY DAMAGES WHATSOEVER RESULTING FROM THE LOSS OF USE, DATA OR PROFITS, WHETHER IN AN ACTION OF CONTRACT, NEGLIGENCE OR OTHER TORTIOUS ACTION, ARISING OUT OF OR

IN CONNECTION WITH THE USE OR PERFORMANCE OF THIS SOFTWARE.---- Part 2: Networks Associates Technology, Inc copyright notice (BSD) -----Copyright (c) 2001-2003, Networks Associates Technology, 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:* 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 the Networks Associates Technology, Inc nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS `ÀS 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 HOLDERS 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.---- Part 3: Cambridge Broadband Ltd. copyright notice (BSD) -----Portions of this code are copyright (c) 2001-2003, Cambridge Broadband Ltd. All rights reserved. Redistribution and use 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. * The name of Cambridge Broadband Ltd. may not be used to endorse or promote products derived from this software without specific prior written permission.THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDER `ÀS 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 HOLDER 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.---- 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 or registered trademarks of Sun Microsystems, Inc. in the U.S. and other countries.Redistribution and use 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 the Sun Microsystems, Inc. nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS `ÀS 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 HOLDERS 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.---- Part 5: Sparta, Inc copyright notice (BSD) -----Copyright (c) 2003-2004, Sparta, 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:* 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 Sparta, Inc nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS `ÀS 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 HOLDERS 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.---- 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 reserved. Redistribution and use 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 Cisco, Inc, Beijing University of Posts and Telecommunications, nor the names of their contributors may be used to endorse or promote products derived from this software without specific prior written permission.THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS `ÀS 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 HOLDERS 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.

OpenSSL LicenseThis 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 conditions are met:1. Redistributions of source code must retain the above 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 acknowledgment:"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 software without prior written permission. For written permission, please contact [email protected]. Products derived from this software may not be called "OpenSSL" nor may "OpenSSL" appear in their names without prior written permission of the OpenSSL Project.6. Redistributions of any form whatsoever must retain the following acknowledgment: "This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit (http://www.openssl.org/)"THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT `ÀS IS'' AND ANY EXPRESSED 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 OpenSSL PROJECT OR ITS 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. ====================================================================This product includes cryptographic software written by Eric Young ([email protected]). This product includes software written by Tim Hudson ([email protected]).Original SSLeay LicenseCopyright (C) 1995-1998 Eric Young ([email protected]) All rights reserved.This package is an SSL implementation written by Eric Young ([email protected]).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 ([email protected]).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 ([email protected])" 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 ([email protected])"

THIS SOFTWARE IS PROVIDED BY ERIC YOUNG `ÀS 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 Microsystems, Inc. Binary Code License Agreement1. LICENSE TO USE. Sun grants you a non-exclusive and non-transferable license for the internal use only of the accompanying software and documentation and any error corrections provided by Sun (collectively "Software"), by the number of users and the class of computer hardware for which the corresponding fee has been paid.2. RESTRICTIONS. Software is confidential and copyrighted. Title to Software and all associated intellectual property rights is retained by Sun and/or its licensors. Except as specifically authorized in any Supplemental License Terms, you may not make copies of Software, other than a single copy of Software for archival purposes. Unless enforcement is prohibited by applicable law, you may not modify, decompile, or reverse engineer Software. Licensee acknowledges that Licensed Software is not designed or intended for use in the design, construction, operation or maintenance of any nuclear facility. 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UNLESS SPECIFIED IN THIS AGREEMENT, ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT THESE DISCLAIMERS ARE HELD TO BE LEGALLY INVALID.5. LIMITATION OF LIABILITY. TO THE EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL SUN OR ITS LICENSORS BE LIABLE FOR ANY LOST REVENUE, PROFIT OR DATA, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES, HOWEVER CAUSED REGARDLESS OF THE THEORY OF LIABILITY, ARISING OUT OF OR RELATED TO THE USE OF OR INABILITY TO USE SOFTWARE, EVEN IF SUN HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. In no event will Sun's liability to you, whether in contract, tort (including negligence), or otherwise, exceed the amount paid by you for Software under this Agreement. The foregoing limitations will apply even if the above stated warranty fails of its essential purpose.6. Termination. 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Sun Code Sample LicenseRedistribution 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.

Sun LicenseCopyright 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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