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BMC Remedy Action Request System 7.5.00
Installation Guide
January 2009
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about the company, its products, corporate offices, special events, and career opportunities.
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Address BMC SOFTWARE INC
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USA
Telephone 713 918 8800 or
800 841 2031
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Outside United States and Canada
Telephone (01) 713 918 8800 Fax (01) 713 918 8000
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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.
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rights notices included in this documentation.
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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.
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 customer_support@bmc.com. (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
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 customer_support@bmc.com. (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 5
Contents
Preface 9
Obtaining system requirements and software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Chapter 1 Planning an AR System installation 13
Choosing a configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Sample configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Configuring with minimum requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Extending configuration to multiple servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Extending configuration to the Web. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Extending configuration to include email access . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Chapter 2 Roadmap and requirements 21
Installation roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Important documents to review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
AR System server and BMC Remedy Mid Tier hardware requirements . . . . . . . 23
AR System application hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Server operating system platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Licensing AR System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Chapter 3 Preparing your database 29
General database tips. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Preparing your Microsoft SQL server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Windows Authentication mode and SQL server . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Pre-creating a database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Preparing your Oracle database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Setting up a previously created tablespace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Preparing your Sybase database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Pre-creating a database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Preparing your DB2 database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Creation of a 32KB tablespace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Pre-creating a database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Preparing your Informix database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
6 Installation Guide
Chapter 4 Pre-installation procedures 45
General preparation tips for all products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Preparing to run the installer on a Windows system. . . . . . . . . . . . . . . . . . . . . . . . 46
Preparing to run the installer on a UNIX system . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Preparing to run the installer on a Unicode system . . . . . . . . . . . . . . . . . . . . . . . . . 48
Choosing a minimal versus custom setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Upgrading tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
AR System server pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Installing multiple instances. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Preinstallation considerations specific to UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Understanding port numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
AR System server name alias and host name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Upgrade, Overwrite, or Server Group options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Installing servers in a server group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Required passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
API suite and plug-ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
BMC Remedy SNMP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Full Text Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Creating logs during installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Approval Server pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Assignment Engine pre-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Email Engine pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Software prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
WindowsPreinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
UNIXPreinstallation tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Flashboards pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Mid-tier pre-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Deciding how to install the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Deciding which JSP engine to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
What the installer does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Installing components and patches for the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . 70
Installing the AR Crystal Web Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Preparing your web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
BMC Remedy Developer Studio pre-installation procedures . . . . . . . . . . . . . . . . . . . . 72
BMC Remedy User and BMC Remedy Alert pre-installation procedures. . . . . . . . . . 73
Determining the user configuration directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Uninstalling existing client versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Chapter 5 Installation worksheets 75
All features worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
AR System server worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
BMC Remedy Approval Server worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
BMC Remedy Assignment Engine worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
BMC Remedy Email Engine worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
BMC Remedy Flashboards worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
BMC Remedy Mid Tier worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
BMC Remedy User and BMC Remedy Alert worksheet . . . . . . . . . . . . . . . . . . . . . . . . 90
Contents 7
BMC Remedy Developer Studio worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
BMC Remedy Data Import worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Chapter 6 Running the installers 93
Running the suite installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Running the client installers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Chapter 7 Post-installation procedures 95
Post-installation tip for upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
AR System server post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Starting and stopping the AR System server manually. . . . . . . . . . . . . . . . . . . . . . 96
Increasing the default maximum memory growth on HP-UX. . . . . . . . . . . . . . . . 97
Approval Server post-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Email Engine post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Starting and stopping the Email Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Flashboards post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Starting or stopping the Flashboards server manually . . . . . . . . . . . . . . . . . . . . . 100
Running the Flashboards server after exiting a shell . . . . . . . . . . . . . . . . . . . . . . . 100
Installing and configuring Flashboards samples . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Mid Tier post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Verifying that the mid tier is working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Making sure your JSP engine has the proper permissions . . . . . . . . . . . . . . . . . . 102
Proxy server and load balancer settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Running Tomcat with IIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Disabling ServletExec after an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Changing the mid tier configuration password . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Troubleshooting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Chapter 8 Uninstalling AR System features and clients 109
Uninstalling AR System features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Uninstallation tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Appendix A Locating AR System files and forms 111
Default installation directories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Installed files and locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
AR System server file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Approval Server file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
BMC Remedy Email Engine locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
BMC Remedy Mid Tier file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
AR System client file locations on Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Appendix B Using the silent installer 121
8 Installation Guide
Appendix C Unicode and AR System 125
Installing and upgrading. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Upgrading serialized data from version 6.3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Compatibility considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Character sets and lengths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Unicode and version 6.3.00. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Non-Unicode and version 7.x. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Unicode clients and non-Unicode servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
AR System components and Unicode considerations . . . . . . . . . . . . . . . . . . . . . . 132
Appendix D Installing Full Text Search 137
Installing SearchServer on Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Installing SearchServer on UNIX and Linux . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Installing FTS in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Appendix E Using the AR System Maintenance Tool 143
Using installation and uninstallation logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Contents of the logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Zipping logs to send to BMC Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Encrypting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Index 147
Preface 9
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.
10 Installation Guide
BMC Remedy Action Request System 7.5.00
Obtaining system requirements and software
System 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 products Help menu or by clicking
Help links.
Title Description Audience
Concepts Guide
1
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.
Developers
2
Preface 11
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/
Programmers
3
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
, 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
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
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Flashboards
! AR System
! BMC Remedy Mid Tier
! Java Runtime Environment (JRE)
Mid Tier
! Web application server
! Java Development Kit (JDK)
! Java Server Page (JSP) engine
! AR System
Developer Studio
! Java Runtime Environment (JRE)
BMC Remedy Data Import
! Java Runtime Environment (JRE)
Server operating system platforms
In 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-ins
On the HP Itanium platform (HPIA-64), HP-PA plug-in applications must be
configured to run in the C-based plug-in server. On the other 64-bit platforms,
plug-in applications can run in either the C-based or the Java-based plug-in server.
32-bit Java requirement
AR 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.
Chapter 2 Roadmap and requirements 27
Licensing AR System
Licensing AR System
AR System licensing grants the legal use of AR System and is necessary for
performing unlimited operations that change the database (for example, updating
requests).
NOTE
You do not need a license to install AR System features, such as BMC Remedy
Developer Studio.
For more information about licensing AR System, see the Configuration Guide.
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Chapter 3 Preparing your database 29
Chapter
3
Preparing your database
Before you install the AR System server, you must prepare your database
properly.
The following topics are provided:
! General database tips (page 30)
! Preparing your Microsoft SQL server (page 31)
! Preparing your Oracle database (page 33)
! Preparing your Sybase database (page 35)
! Preparing your DB2 database (page 37)
! Preparing your Informix database (page 42)
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General database tips
To 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.
Chapter 3 Preparing your database 31
Preparing your Microsoft SQL server
Preparing your Microsoft SQL server
This 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 server
SQL Server installation can support two authentication modes:
! Windows authentication mode
! Mixed authentication mode
See http://msdn.microsoft.com/en-us/library/ms144284.aspx.
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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 database
If you do not have DBA privileges, your database administrator must create an
empty database so that you are not asked for database information during the
installation.
! 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 '
Chapter 3 Preparing your database 33
Preparing your Oracle database
Preparing your Oracle database
Typically, 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.)
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 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
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(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 tablespace
For 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 arsys
datafile '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 arsys
temporary tablespace temp
quota 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;
Chapter 3 Preparing your database 35
Preparing your Sybase database
Preparing your Sybase database
This 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.
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 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
4 Make sure that the TCP/IP Protocol for the database is enabled.
5 Verify or set the DSQUERY and SYBASE environment variables as follows:
DSQUERY=SybaseServer; export DSQUERY
SYBASE=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.
8 Make sure that your database can accept network communication with the
parameters entered in the installation. (See the AR System server worksheet on
page 77 for the list of parameters.)
The network communication will use ODBC and be able to recognize your ODBC
data source.
9 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.
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Pre-creating a database
If you do not have DBA privileges, your database administrator must create an
empty database so that you are not asked for database information during the
installation.
! To pre-create Sybase database
1 Create a device, for example:
use master
go
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 override
go
use master
go
3 Create the login with a password, for example:
sp_addlogin 'ARAdmin', 'AR#Admin#'
go
4 Create the db_owner group, for example:
sp_addgroup db_owner
go
grant all to db_owner
go
5 Create the user pointing to the created login and group, for example:
sp_adduser 'ARAdmin', 'ARAdmin', db_owner
go
use master
go
6 Modify the login to make its default database, the earlier created database, for
example:
sp_modifylogin ARAdmin, defdb, ' ARSystem'
go
use ARSystem
go
Chapter 3 Preparing your database 37
Preparing your DB2 database
7 Change the owner of the database to be the created user, for example:
sp_changedbowner 'ARAdmin'
go
use master
go
8 Add the select into option to the created database, for example:
sp_dboption ARSystem,select into,true
go
9 Use the created database.
use ARSystem
go
Preparing your DB2 database
For 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.
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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.
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 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.
7 (UNIX only) Verify or set the LANG environment variable.
For more information about Unicode and LANG, see Installing and upgrading on
page 126.
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
Chapter 3 Preparing your database 39
Preparing your DB2 database
8 Make sure that your database can accept network communication with the
parameters entered in the installation. (See the AR System server worksheet on
page 77 for the list of parameters.)
The network communication will use ODBC and be able to recognize your ODBC
data source.
9 For local installations, designate membership for the account.
a Create an operating system user account on the same computer where you
installed the DB2 database and where you will install the AR System server.
You can use any user name or password.
b For AR System root installations or AR System installations performed by a user
who is not a database instance administrator, make the user a member of the
following groups, which were created during the DB2 database installation:
! db2iadm1
! db2fadm1
! db2asgrp
10 For remote installations, perform the following steps:
a Install the DB2 client on the same computer where the AR System server is
installed.
b Create an operating system user account on the same computer where you
installed the DB2 database and where you will install the AR System server. Use
the following values:
! User name: Lowercase name (for example, aradmin)
! Password: AR#Admin#
IMPORTANT
You must use the AR#Admin# password. For information about changing the
password after installation, see the Configuration Guide.
This DB2 user must have database access.
The installer designates the operating system user as the AR System database
user.
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Creation of a 32KB tablespace
On 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.
Pre-creating a database
If you do not have DBA privileges, your database administrator must create an
empty database so that you are not asked for database information during the
installation.
! 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
Chapter 3 Preparing your database 41
Preparing your DB2 database
4 Create two bufferpools: one with a 16k pagesize and another with a 32k pagesize.
Bufferpool names are user-defined (for example: arbp1, arbp2).
create bufferpool arbp1 size 1000 pagesize 16k
create bufferpool arbp2 size 1000 pagesize 32k
5 Create one of the following tablespaces:
! Create Database Managed Storage (DMS) tablespaces using the 16K pagesize
bufferpool created in step 4, for example:
CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY
DATABASE USING (FILE '/data1/ardata/artmp' 250M) extentsize 32
overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1
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
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Preparing your Informix database
This 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.
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 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.
6 Make sure that the TCP/IP Protocol for the database is enabled.
7 (UNIX only) Verify or set the LANG environment variable.
For more information about Unicode and LANG, see Installing and upgrading on
page 126.
8 Make sure that your database can accept network communication with the
parameters entered in the installation. (See the AR System server worksheet on
page 77 for the list of parameters.)
The network communication will use ODBC and be able to recognize your ODBC
data source.
Chapter 3 Preparing your database 43
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.
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Chapter 4 Pre-installation procedures 45
Chapter
4
Pre-installation procedures
Before you install AR System features, you must complete the pre-installation
procedures outlined in this chapter.
The following topics are provided:
! General preparation tips for all products (page 46)
! Upgrading tips (page 48)
! AR System server pre-installation procedures (page 49)
! Approval Server pre-installation procedures (page 63)
! Assignment Engine pre-installation procedures (page 63)
! Email Engine pre-installation procedures (page 64)
! Flashboards pre-installation procedures (page 68)
! Mid-tier pre-installation procedures (page 69)
! BMC Remedy Developer Studio pre-installation procedures (page 72)
! BMC Remedy User and BMC Remedy Alert pre-installation procedures
(page 73)
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General preparation tips for all products
Preparing to run the installer on a Windows system
If 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.
Chapter 4 Pre-installation procedures 47
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 client
On 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 directory
The 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.
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Preparing to run the installer on a Unicode system
If you are running a Unicode system, carefully review Appendix C, Unicode and
AR System, before proceeding.
Choosing a minimal versus custom setup
When you run the suite installer, you are asked to select the type of installation you
want to perform:
! Minimal SetupInstalls 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 SetupInstalls 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.
Chapter 4 Pre-installation procedures 49
AR System server pre-installation procedures
! Depending on the AR System feature you are upgrading, you can upgrade by
using the following methods:
! In placeThe feature is installed in the same directory to which you want to
upgrade.
! Out placeThe 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 procedures
The 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 email
engine is listed in the armonitor file.
Flashboards + + +
BMC Remedy Mid Tier + + + +
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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 instances
In 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 UNIX
This section describes preparations and considerations for a UNIX installation.
Installing on AIX with Oracle
If 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 servers
Before 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 environment
The 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.
Chapter 4 Pre-installation procedures 51
AR System server pre-installation procedures
Setting the LD_LIBRARY_PATH variable
Before 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 users
Before 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 memoryFor example, the arserverd process often requires
between 500 megabytes and 1 gigabyte of memory.
! Number of associated files or process descriptorsDescriptors 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-root
You can install the AR System server as a root or non-root user.
When you install as a non-root user, you must update the system configuration
files manually. The installation script prompts you to do this and instructs you to
start a shell where you have root access or full read and write access.
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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
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/sh
daemon: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 mailbox
ARSystem:/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
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4 Change the group name to daemon, or to the owner of the mailbox alias name, as
in the following example:
# chgrp daemon /usr/spool/mail/ARSystem
NOTE
The group name varies between UNIX platforms. For most UNIX platforms, it is
the group daemon, while on HPUX, it is mail. To verify the proper group name to
use, check the group name for the mail directory by using the command ls -ldg.
5 Change the mailbox permissions so they are readable and writable by all, as in the
following example:
# chmod 666 /usr/spool/mail/ARSystem
ls -laF /usr/spool/mail/ARSystem
-rw-rw-rw-- 1 daemon 0 May 30 16:55 /usr/spool/mail/ARSystem
Installing as a non-root user
Installing 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 procedures
When 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.
Chapter 4 Pre-installation procedures 69
Mid-tier pre-installation procedures
Mid-tier pre-installation procedures
TIP
For best results, install the BMC Remedy Mid Tier on a separate system from the
AR System server.
Deciding how to install the mid tier
BMC 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 use
You 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 at
http://www.bmc.com/support_home.
What the installer does
When you install BMC Remedy Mid Tier with the suite installer, the following
optional features are installed (if you select them):
! Tomcat JSP engineThis 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
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Installing components and patches for the mid tier
Before 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
Developers Kit (SDK)
with the public Java
Runtime Environment
(JRE)
An SDK that is available from the appropriate third-party vendors 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 XI
Crystal Web Component Server (which requires advance configuration) is available
from http://www.businessobjects.com/.
If this server is installed remotely, share the mid tier installation directory with the
remote Crystal server, specifying the full path to this directory. Make a note of this
directory path if you will access Crystal Web Component Server over a network.
For more information about configuring the mid tier to run reports on the Web, see
the BMC Remedy Mid Tier Guide.
(Optional) Home Page
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.
Chapter 4 Pre-installation procedures 71
Mid-tier pre-installation procedures
Installing the AR Crystal Web Application
If 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 server
The 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.
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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.
Chapter 4 Pre-installation procedures 73
BMC Remedy User and BMC Remedy Alert pre-installation procedures
BMC Remedy User and BMC Remedy Alert
pre-installation procedures
Determining the user configuration directory
The 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 versions
Before 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.
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Chapter 5 Installation worksheets 75
Chapter
5
Installation worksheets
The suite installer allows you to choose the AR System features you want to install.
Several of the features require that you enter parameters such as file location
information. This chapter includes a worksheet for each feature that requires
information to complete the installation.
The following topics are provided:
! All features worksheet (page 76)
! AR System server worksheet (page 77)
! BMC Remedy Approval Server worksheet (page 84)
! BMC Remedy Assignment Engine worksheet (page 84)
! BMC Remedy Email Engine worksheet (page 85)
! BMC Remedy Flashboards worksheet (page 87)
! BMC Remedy Mid Tier worksheet (page 88)
! BMC Remedy User and BMC Remedy Alert worksheet (page 90)
! BMC Remedy Developer Studio worksheet (page 91)
! BMC Remedy Data Import worksheet (page 91)
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All features worksheet
Table 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
Chapter 5 Installation worksheets 77
AR System server worksheet
AR System server worksheet
Table 5-2: AR System server worksheet (Sheet 1 of 7)
Installation parameter Value
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
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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 companys standards. (If you
use another password, make sure you remember it.)
Directory Path for tnsnames.ora File (Oracle only)
See step 8 on page 34.
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)
Installation parameter Value
Chapter 5 Installation worksheets 79
AR System server worksheet
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.
! Unicode Character Strings
Type of Tablespace ! SMS
! DMS
AR System Tablespace Name
See page 33.
Container Name
Container Size (MB)
New Temp Tablespace? (Optional) ! New temp tablespace
Table 5-2: AR System server worksheet (Sheet 3 of 7)
Installation parameter Value
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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
Note: The following fields do not appear if you pre-
create the database as described in Pre-creating a
database on page 32.
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.
! Unicode Character Strings
Informix Database Space
Name of the Informix configuration file. The default
is onconfig.
Sybase
Note: The following fields do not appear if you pre-
create the database as described in Pre-creating a
database on page 36.
AR System Database Name
Datafile Name
Datafile Size (MB)
Logfile Name
Logfile Size (MB)
Table 5-2: AR System server worksheet (Sheet 4 of 7)
Installation parameter Value
Chapter 5 Installation worksheets 81
AR System server worksheet
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 startupStart the services
automatically after every reboot.
! Manual startupDo not start the services
automatically after every reboot.
! Automatic Startup
! Manual Startup
Table 5-2: AR System server worksheet (Sheet 5 of 7)
Installation parameter Value
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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
Table 5-2: AR System server worksheet (Sheet 6 of 7)
Installation parameter Value
Chapter 5 Installation worksheets 83
AR System server worksheet
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.
Table 5-2: AR System server worksheet (Sheet 7 of 7)
Installation parameter Value
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BMC Remedy Approval Server worksheet
BMC Remedy Assignment Engine worksheet
Table 5-3: BMC Remedy Approval Server worksheet
Installation parameter Value
JRE Path*
Path to the Java runtime environment for this
installation.
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
Installation parameter Value
JRE Path*
Path to the Java runtime environment for this
installation.
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.
Chapter 5 Installation worksheets 85
BMC Remedy Email Engine worksheet
BMC Remedy Email Engine worksheet
Table 5-5: BMC Remedy Email Engine worksheet (Sheet 1 of 3)
Installation parameter Value
JRE Path*
Path to the Java runtime environment for this
installation.
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*
Application Service Password
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 companys 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 companys email server. The
default values are:
! POP3: 110
! POP3 with SSL: 995
! IMAP4: 143
! IMAP4 with SSL: 993
* 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.
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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 companys email server.
Table 5-5: BMC Remedy Email Engine worksheet (Sheet 2 of 3)
Installation parameter Value
* 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.
Chapter 5 Installation worksheets 87
BMC Remedy Flashboards worksheet
BMC Remedy Flashboards worksheet
Server Port
Port number for your companys 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*
Path to the Java runtime environment for this
installation.
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*
Application Service Password
See page 59.
Flashboard Server RMI Port
See page 53.
Flashboard Server RPC Program Number
See page 53.
* 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 5-5: BMC Remedy Email Engine worksheet (Sheet 3 of 3)
Installation parameter Value
* 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.
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BMC Remedy Mid Tier worksheet
Table 5-7: BMC Remedy Mid Tier worksheet (Sheet 1 of 2)
Installation Parameter Value
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*
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.
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*
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
* 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.
Chapter 5 Installation worksheets 89
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)
Installation Parameter Value
* 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.
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BMC Remedy User and BMC Remedy Alert
worksheet
Table 5-8: BMC Remedy User worksheet
Installation Parameter Value
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.
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
* 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.
Chapter 5 Installation worksheets 91
BMC Remedy Developer Studio worksheet
BMC Remedy Developer Studio worksheet
BMC Remedy Data Import worksheet
Table 5-9: BMC Remedy Developer Studio worksheet
Installation Parameter Value
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.
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.
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.
* 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 5-10: BMC Remedy Developer Studio worksheet
Installation Parameter Value
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.
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.
* 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.
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Chapter 6 Running the installers 93
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)
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Running the suite installer
You 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 installers
Two 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 95
Chapter
7
Post-installation procedures
After you complete the installation, you might need to perform post-installation
procedures depending on the features you installed.
The following topics are provided:
! Post-installation tip for upgrades (page 96)
! AR System server post-installation procedures (page 96)
! Approval Server post-installation procedures (page 97)
! Email Engine post-installation procedures (page 98)
! Flashboards post-installation procedures (page 100)
! Mid Tier post-installation procedures (page 102)
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Post-installation tip for upgrades
If you upgrade a feature and the new files are installed in a different directory from
the previous versions files, you must manually delete the old files.
AR System server post-installation procedures
This section describes tasks you can perform after you install AR System.
Starting and stopping the AR System server manually
The 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 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 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 UNIX
1 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 start
ARSystemInstallDir/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.
Chapter 7 Post-installation procedures 97
Approval Server post-installation procedures
Increasing the default maximum memory growth on HP-UX
To 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 procedures
The 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
$BMC_AR_SERVER_HOME$
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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 procedures
This section describes tasks you can perform after you install the Email Engine.
Starting and stopping the Email Engine
If 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 serveryou must restart the engine manually.
Chapter 7 Post-installation procedures 99
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
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Flashboards post-installation procedures
This section describes tasks you can perform after you install Flashboards.
Starting or stopping the Flashboards server manually
Use 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 shell
If 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 samples
The Flashboards samples show how to gather statistics. The suite installer does not
prompt you to install Flashboards samples. You must install the samples
manually.
Chapter 7 Post-installation procedures 101
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.
3 Click the Advanced tab.
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.
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Mid Tier post-installation procedures
This 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 permissions
If 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:
! WindowsC:\Program Files\BMC Software\ARSystem\midtier\
! UNIX/opt/bmc/ARSystem/midtier
Proxy server and load balancer settings
The 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 containers
administration console to add the filter. See Enabling filter parameters on
page 104.
Behavior when the servlet filter is not active
If 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"
Chapter 7 Post-installation procedures 103
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 servers 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 servers 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.
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Behavior when the servlet filter is active
If 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 parameters
To 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'>
<!--
Copyright (c) 2004 BMC Software, Inc.
All rights reserved.
This software is the confidential and proprietary information of
BMC Software, Inc ("Confidential Information"). You shall not
disclose such Confidential Information and shall use it only in
accordance with the terms of the license agreement between
you and BMC Software, Inc.
-->
<!--
The web-app element is the root of the deployment descriptor for a
web application
<!ELEMENT web-app (icon?, display-name?, description?,
distributable?, context-param*, servlet*, servlet-mapping*,
session-config?, mime-mapping*, welcome-file-list?, error-page*,
taglib*, resource-ref*, security-constraint*, login-config?,
security-role*, env-entry*, ejb-ref*)>
-->
<web-app>
<display-name>Remedy AR System</display-name>
Chapter 7 Post-installation procedures 105
Mid Tier post-installation procedures
<filter>
<filter-name>ProxyFilter</filter-name>
<filter-class>com.remedy.arsys.stubs.ProxyFilter
</filter-class>
</filter>
<!--Optional init parameter for setting the cookie path -
uncomment to enable and set accordingly
<init-param>
<param-name>cookie-path</param-name>
<param-value>/</param-value>
</init-param>
-->
<filter-mapping>
<filter-name>ProxyFilter</filter-name>
<url-pattern>/*</url-pattern>
</filter-mapping>
<listener>
<listener-class>
com.remedy.arsys.stubs.SessionData$ReleaseSessionData
</listener-class>
</listener>
<servlet>
<servlet-name>SetupServlet</servlet-name>
<servlet-class>com.remedy.arsys.stubs.SetupServlet
</servlet-class>
<load-on-startup>1</load-on-startup>
</servlet>
<!-- Session related servlets -->
( Rest of web.xml file )
Running Tomcat with IIS
Using the correct permissions
You 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 x64
The 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 text
to enable
the filter.
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! 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 upgrade
If 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.
Chapter 7 Post-installation procedures 107
Mid Tier post-installation procedures
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 password
Consider 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 Windows
If 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
)
! /usr/lib/nls/C (HPUX)
! /usr/lib/nls/msg/En_US (AIX)
System Error Messages Help ! ARSystemInstallDir/help
Forms that the installer
imports during installation
! ARSystemInstallDir/installforms
Forms that the server self-
imports at startup
! ARSystemInstallDir/systemforms
By default, ARSystemInstallDir is /opt/bmc/ARSystem on UNIX.
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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
Appendix A Locating AR System files and forms 117
Installed files and locations
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
Forms that the installer
imports during
installation
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
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UNIX locations
BMC Remedy Mid Tier file locations
You 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
Forms that the installer
imports during
installation
/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/
Appendix A Locating AR System files and forms 119
Installed files and locations
AR System client file locations on Windows
Table A-8: AR System client file locations
Category Location
Executables ARSystemInstallDir\alerttool
ARSystemInstallDir\DeveloperStudio
ARSystemInstallDir\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.
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Appendix B Using the silent installer 121
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.
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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=filePath
Windows:
-P installLocation=C:\Program Files\
BMC Software\ARSystem
UNIX:
-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
Appendix B Using the silent installer 123
-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:
! WindowsC:\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
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Appendix C Unicode and AR System 125
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.
The following topics are provided:
! 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.
126 Installation Guide
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Installing and upgrading
If 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 shells 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.
Appendix C Unicode and AR System 127
Installing and upgrading
2 (Oracle