Installing AR SYSTEM

Action Request System 6.3 Installing AR System

March 2005

Part No: 47838

Copyright 1991–2005 BMC Software, Inc. All rights reserved.

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For license information about the OpenSource files used in the licensed program, please read OpenSourceLicenses.pdf. This file is in the \Doc folder of the distribution CD-ROM and in the documentation download portion of the Remedy Electronic Software Distribution (ESD).

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Contacting Us

If you need technical support for this product, contact Customer Support by email at [email protected]. If you have comments or suggestions about this documentation, contact Information Development by email at [email protected].

This edition applies to version 6.3 of the licensed program.

BMC Software, Inc.www.remedy.com

www.remedy.com

mailto:[email protected]

Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Obtaining system requirements and software . . . . . . . . . . . . . . . 10

Troubleshooting the installation . . . . . . . . . . . . . . . . . . . . 10

Action Request System documents . . . . . . . . . . . . . . . . . . . 11

Chapter 1 Licensing AR System . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 2 Planning an AR System installation . . . . . . . . . . . . . . . . . . . 17

Choosing a configuration. . . . . . . . . . . . . . . . . . . . . . . . 18

Sample configurations . . . . . . . . . . . . . . . . . . . . . . . . . 21

Configuring with minimum requirements . . . . . . . . . . . . . . . 21

Extending configuration to multiple servers . . . . . . . . . . . . . . . 23

Extending configuration to the Web . . . . . . . . . . . . . . . . . . 24

Extending configuration to include email access . . . . . . . . . . . . . 25

Chapter 3 Choosing server options and preparing the environment . . . . . . . . . 29

Background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Preinstallation steps . . . . . . . . . . . . . . . . . . . . . . . . . . 31

UNIX—Specific installation steps . . . . . . . . . . . . . . . . . . . . 32

Increased transactions and users . . . . . . . . . . . . . . . . . . . 32

Installing as non-root . . . . . . . . . . . . . . . . . . . . . . . . 33

Installation options . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Destination directory . . . . . . . . . . . . . . . . . . . . . . . . 35

Port numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Contents ! 3

Action Request System 6.3

System components . . . . . . . . . . . . . . . . . . . . . . . . . 38

AR System database names and passwords . . . . . . . . . . . . . . . 40

Upgrade, overwrite, or share options. . . . . . . . . . . . . . . . . . 41

Plug-in components. . . . . . . . . . . . . . . . . . . . . . . . . 43

Unicode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Startup options . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Chapter 4 Installing AR System with DB2 . . . . . . . . . . . . . . . . . . . . . 47

Background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

UNIX—Installing AR System with DB2 . . . . . . . . . . . . . . . . . 49

Preinstallation steps . . . . . . . . . . . . . . . . . . . . . . . . . 49

Accessing the software . . . . . . . . . . . . . . . . . . . . . . . . . 51

Worksheet for installing AR System on UNIX with DB2 . . . . . . . . . 52

Windows—Installing AR System with DB2 . . . . . . . . . . . . . . . . 61

Preparing the system . . . . . . . . . . . . . . . . . . . . . . . . 61

Worksheet for installing AR System on Windows with DB2 . . . . . . . . 64

Postinstallation steps . . . . . . . . . . . . . . . . . . . . . . . . 78

Chapter 5 Installing AR System with MS SQL 79

Background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80



Worksheet for installing AR System with MS SQL . . . . . . . . . . . . . 82

Postinstallation steps . . . . . . . . . . . . . . . . . . . . . . . . . 95

Installing in a non-English language . . . . . . . . . . . . . . . . . . 95

Enabling forms . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Chapter 6 Installing AR System with Informix and Sybase . . . . . . . . . . . . . . 97

Installing AR System with an Informix database. . . . . . . . . . . . . . 98

Preparing your Informix database . . . . . . . . . . . . . . . . . . . 98


Worksheet for installing AR System on UNIX with Informix . . . . . . 101

Postinstallation steps . . . . . . . . . . . . . . . . . . . . . . . 106

Installing AR System with a Sybase database . . . . . . . . . . . . . . . 106

Preparing your Sybase database . . . . . . . . . . . . . . . . . . . 107

Worksheet for installing AR System on UNIX with Sybase. . . . . . . . 108

4 "Contents

Installing AR System

Chapter 7 Installing AR System with Oracle . . . . . . . . . . . . . . . . . . . . 115

Background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

UNIX—Installing AR System with Oracle . . . . . . . . . . . . . . . . 116

Preinstallation steps . . . . . . . . . . . . . . . . . . . . . . . . 116


Worksheet for installing AR System on UNIX with Oracle. . . . . . . . 123

Windows—Installing AR System with Oracle . . . . . . . . . . . . . . . 130

Preparing the system . . . . . . . . . . . . . . . . . . . . . . . 130

Preparing your Oracle database . . . . . . . . . . . . . . . . . . . 132

Worksheet for installing AR System on Windows with Oracle . . . . . . 136

Postinstallation steps . . . . . . . . . . . . . . . . . . . . . . . . . 149

Chapter 8 Preparing to install Remedy Mid Tier . . . . . . . . . . . . . . . . . . 151

Background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Reviewing documentation . . . . . . . . . . . . . . . . . . . . . . . 152

Installing components and patches for the mid tier . . . . . . . . . . . . 153

UNIX—Completing third-party preinstallation tasks for the mid tier . . . . 155

Preinstallation steps for Sun web servers with ServletExec . . . . . . . . 155

Preinstallation steps for Apache . . . . . . . . . . . . . . . . . . . 157

Preinstallation steps for HP-UX with WebLogic . . . . . . . . . . . . 157

Windows—Completing third-party preinstallation tasks . . . . . . . . . . 158

Preinstallation steps for the Sun One web server . . . . . . . . . . . . 158

Disabling the Sun One web server and internal Java . . . . . . . . . . . . 159

Preinstallation tasks for Microsoft Internet Information Server . . . . . 160

Preinstallation steps for installing ServletExec on Windows. . . . . . . . . 161

Windows—Upgrading or overwriting the mid tier. . . . . . . . . . . . . 161

Worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

UNIX—Worksheet for installing the mid tier . . . . . . . . . . . . . 161

Windows—Worksheet for installing the mid tier . . . . . . . . . . . 163

Windows—Worksheet for installing ServletExec 5.0 . . . . . . . . . . 165

UNIX—Worksheet for installing ServletExec 5.0. . . . . . . . . . . . 165

Chapter 9 UNIX—Installing Remedy Mid Tier . . . . . . . . . . . . . . . . . . 167


Entering information into the installation worksheet . . . . . . . . . . . 168

Accessing the software . . . . . . . . . . . . . . . . . . . . . . . 168

Contents ! 5


UNIX—Installing Remedy Mid Tier . . . . . . . . . . . . . . . . . . . 170

Postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . 175

Restarting the web server and ServletExec. . . . . . . . . . . . . . . 175

Changing the mid-tier configuration password . . . . . . . . . . . . 175

Postinstallation tasks for ServletExec . . . . . . . . . . . . . . . . . 175

Refreshing the Sun web server . . . . . . . . . . . . . . . . . . . 176

Completing the postinstallation task for Apache web server . . . . . . . 177

Updating message catalogs . . . . . . . . . . . . . . . . . . . . . 177

Uninstalling the mid tier . . . . . . . . . . . . . . . . . . . . . . 178

Uninstalling ServletExec . . . . . . . . . . . . . . . . . . . . . . 178

Checking the mid-tier uninstall . . . . . . . . . . . . . . . . . . . 179

Uninstalling ServletExec . . . . . . . . . . . . . . . . . . . . . . 179

Starting and stopping ServletExec AS manually . . . . . . . . . . . . 179

Chapter 10 Windows—Installing Remedy Mid Tier . . . . . . . . . . . . . . . . . 181


Entering information into the installation worksheet . . . . . . . . . . . 182

Preparing ServletExec . . . . . . . . . . . . . . . . . . . . . . . 182

Verifying permissions . . . . . . . . . . . . . . . . . . . . . . . 182

Accessing the software . . . . . . . . . . . . . . . . . . . . . . . 182

Windows—Installing Remedy Mid Tier and ServletExec . . . . . . . . . . 183

Installing the mid tier . . . . . . . . . . . . . . . . . . . . . . . 183

Installing ServletExec . . . . . . . . . . . . . . . . . . . . . . . 190

Completing the installation. . . . . . . . . . . . . . . . . . . . . 192

Postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . 193

Changing the mid-tier configuration password . . . . . . . . . . . . 193

Configuring the mid tier . . . . . . . . . . . . . . . . . . . . . . 193

Refreshing the Sun web server . . . . . . . . . . . . . . . . . . . 194

Updating message catalogs . . . . . . . . . . . . . . . . . . . . . 195

Uninstalling the mid tier . . . . . . . . . . . . . . . . . . . . . . 195

Chapter 11 Windows—Installing AR System clients . . . . . . . . . . . . . . . . . 197

Preparing to install AR System clients . . . . . . . . . . . . . . . . . . 198

User configuration directory . . . . . . . . . . . . . . . . . . . . 198

Default home directory . . . . . . . . . . . . . . . . . . . . . . 198

Remedy User Overwrite—Uninstall existing versions . . . . . . . . . . 198

6 "Contents


AR System client installation worksheet . . . . . . . . . . . . . . . 199

Installing Remedy Administrator . . . . . . . . . . . . . . . . . . . . 200

Installing Remedy User . . . . . . . . . . . . . . . . . . . . . . . . 203

Installing Remedy Alert . . . . . . . . . . . . . . . . . . . . . . . . 206

Uninstalling AR System clients . . . . . . . . . . . . . . . . . . . . . 208

Appendix A Locating AR System files and forms . . . . . . . . . . . . . . . . . . . 211

AR System server and components . . . . . . . . . . . . . . . . . . . 212

Remedy Mid Tier and components . . . . . . . . . . . . . . . . . . . 212

AR System clients and components . . . . . . . . . . . . . . . . . . . 212

AR System files on UNIX . . . . . . . . . . . . . . . . . . . . . . . . 213

UNIX AR System server file locations . . . . . . . . . . . . . . . . 213

UNIX Remedy Mid Tier file locations . . . . . . . . . . . . . . . . 214

AR System files on Windows . . . . . . . . . . . . . . . . . . . . . . 215

Windows AR System server file locations . . . . . . . . . . . . . . . 215

Windows Remedy Mid Tier file locations . . . . . . . . . . . . . . . 216

Windows AR System client files . . . . . . . . . . . . . . . . . . . 217

Remedy SNMP Agent files . . . . . . . . . . . . . . . . . . . . . 218

Forms installed with AR System . . . . . . . . . . . . . . . . . . . . . 218

Basic server installation . . . . . . . . . . . . . . . . . . . . . . 218

LDAP packages . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Appendix B Customizing UNIX options. . . . . . . . . . . . . . . . . . . . . . . 221

Command options to suppress installation forms . . . . . . . . . . . . . 221

Customizing the system configuration . . . . . . . . . . . . . . . . . . 221

ARCONFIGDIR . . . . . . . . . . . . . . . . . . . . . . . . . 223

AR_SYSTEM_LICENSE_DIR. . . . . . . . . . . . . . . . . . . . 223

Language options . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Specifying a platform for installation . . . . . . . . . . . . . . . . . . 224

Appendix C Mounting a CD-ROM on a UNIX system. . . . . . . . . . . . . . . . . 225

Mounting the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . 225

Exporting the CD-ROM from a remote host . . . . . . . . . . . . . . . 226

Mounting the remote CD-ROM at your local host . . . . . . . . . . . . . 227

Contents ! 7


Appendix D Troubleshooting your installation . . . . . . . . . . . . . . . . . . . . 229

Checking installation log files . . . . . . . . . . . . . . . . . . . . . . 230

Troubleshooting the AR System installation . . . . . . . . . . . . . . . 230

UNIX—Starting and stopping the AR System server manually . . . . . . 230

UNIX—Clients unable to connect to the AR System server . . . . . . . 232

Web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Troubleshooting the mid tier installation. . . . . . . . . . . . . . . . . 233

Troubleshooting the ServletExec installation . . . . . . . . . . . . . 233

ServletExec—Verifying the mid-tier installation . . . . . . . . . . . . 234

Linux—Changing the Group ID value . . . . . . . . . . . . . . . . 235

Starting and stopping the AR System server manually . . . . . . . . . . . 236

Windows—Starting AR System server . . . . . . . . . . . . . . . . 236

Windows—Stopping the AR System server . . . . . . . . . . . . . . 236

Windows—Uninstalling AR System server . . . . . . . . . . . . . . . . 237

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

8 "Contents

Preface

This guide provides general information and step-by-step instructions for installing the Action Request System® 6.3 server (AR System® Server), Remedy® Mid Tier, Remedy User, Remedy Administrator, Remedy Alert, and optional components.

The guide is intended for system administrators who will install the AR System components.

To successfully install the components, you should be familiar with either UNIX or Microsoft Windows environments, database configuration, and web server configuration.

When you have completed the steps in this guide, see the Configuring AR System guide for information on how to configure the AR System, and Developing AR System Applications: Basic guide for information on how to create and maintain AR System applications.

Note: Read the Action Request System 6.3 Release Notes before you perform any of the steps in this chapter. Check the Customer Support web site for updated information on software patches.

Preface ! 9


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 for the most current information on system requirements, including international and client requirements and patch requirements:

! Release notes: http://supportweb.remedy.com

! Product compatibility matrix: http://supportweb.remedy.com

Note: Before you can access the compatibility matrix, you must log in to the Customer Support web site.

AR System software is available by Electronic Software Distribution (ESD), or on CD-ROM. If you purchase AR System by ESD, you will receive a password when you make your purchase. You must have an Internet connection and your password to download the software and documentation.

Contact your sales representative, or go to http://www.remedy.com for more information about obtaining software.

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.

Troubleshooting the installation

The separate installers for AR System clients each provide a log file (*_install.log) that captures installer activity and that is located in a temporary directory on the hard drive where you install the AR System client. Use these files to troubleshoot your installation, if necessary.

10 "Preface

http://supportweb.remedy.com


http://www.remedy.com


Action Request System documents

The following table lists the documentation available for Action Request System products.

Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on AR System product installation CDs, on the Customer Support web site (http://supportweb.remedy.com), or both.

You can access product Help through each product’s Help menu or by clicking on Help links.

Title and Part Number Description Audience Format

Action Request System 6.3 - Concepts Guide

Overview of AR System architecture and features with in-depth examples; includes information about other AR System products as well as a comprehensive glossary for the entire AR System documentation set.

Everyone PDF and Print

Action Request System 6.3 - Developing AR System Applications: Basic

Basic procedures for creating and modifying an AR System application for tracking data and processes.

Administrators PDF and Print

Action Request System 6.3 - Developing AR System Applications: Advanced

Advanced procedures for extending and customizing AR System applications.


Action Request System 6.3 - Configuring AR System

Server administration topics on configuring servers and the mid tier, maintaining AR System, and licensing AR System.


Action Request System 6.3 - Optimizing and Troubleshooting AR System

Server administration topics and technical essays related to monitoring and maintaining AR System for the purpose of optimizing performance and troubleshooting problems.


Action Request System 6.3 - Database Reference Guide

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


Action Request System documents ! 11



Action Request System 6.3 - Remedy DSO Administrator’s Guide

Server administration and procedures for implementing a distributed AR System server environment with Remedy Distributed Server Option (DSO).


Action Request System 6.3 - Remedy Flashboards Administrator’s Guide

Flashboards administration and procedures for creating and modifying flashboards and flashboards components to display and monitor AR System information.

Administrators and Programmers

PDF and Print

Action Request System 6.3 - C API Reference Guide

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


PDF and Print

Action Request System 6.3 - C API Quick Reference Guide

Quick reference to C API function calls.


PDF and Print

Action Request System 6.3 - Java API

Information about Java classes, methods, and variables that integrate with AR System.


HTML*

Action Request System 6.3 - Installing AR System

Procedures for installing AR System. Administrators PDF and Print

Action Request System 6.3 - Remedy Email Engine Guide

Procedures for installing, configuring, and using Remedy Email Engine.


Action Request System 6.3 - Error Messages Guide

List and expanded descriptions of AR System error messages.


PDF and Print

Action Request System 6.3 - Master Index

Combined index of all books. Everyone PDF and Print

Action Request System 6.3 - Release Notes

New features list, compatibility lists, international issues, and open and fixed issues.

Everyone PDF and Print

Remedy User Help Procedures for using Remedy User. Everyone Product Help

Remedy Import Help Procedures for using Remedy Import. Administrators Product Help

Remedy Administrator Help Procedures for creating and modifying an AR System application for tracking data and processes.

Administrators Product Help


12 "Preface


Remedy Alert Help Procedures for using Remedy Alert. Everyone Product Help

Remedy Configuration Tool Help Procedures for configuring Remedy Mid Tier.

Administrators Product Help

*A JAR file containing the Java API documentation is installed with the AR System server. Typi-cally, it is stored in C:\ProgramFiles\AR System\Arserver\Api\doc\ardoc63.jar.


Action Request System documents ! 13


14 "Preface

Chapter

1
Licensing AR System
AR System licensing grants the full and legal use of AR System and is necessary for performing operations that change or update the database (for example, updating requests or records). To run an unlimited AR System server at your site, an AR System server license is required. There are additional AR System server options, such as the Distributed Server Option (DSO) and Flashboards, that require separate, additional licenses. Remedy Mid Tier does not require a separate license.

Note: You do not need a license to install the AR System components.

You must relicense all AR System applications when you upgrade or overwrite an existing AR System.

You can evaluate the AR System without purchasing or activating any licenses. However, if you do not purchase a license, you are limited to:

! A maximum of 2000 records per form.

! Three fixed licenses.

! Zero floating licenses.

! One thread.

To license or relicense AR System, you must log in to the Customer Support web site (http://Supportweb.remedy.com) and submit a request for licenses. In addition, if you are upgrading or overwriting, you must attach your existing license file to the license request.

Licensing AR System ! 15

http://Supportweb.remedy.com


After you submit the licensing request, you will receive either an email containing licensing information (new customers), or a new license file (upgrade or overwrite customers).

See the Configuring AR System guide for information on the types of licenses available, how to request licenses, and how to apply them using Remedy Administrator.

For information on licensing applications that you create using Remedy products, see the Developing AR System Applications: Advanced guide.

Note: Read the Release Notes for the latest information before you request licenses.

16 "Chapter 1—Licensing AR System

Chapter

2
Planning an AR System installation
This chapter describes system components and how they can be configured.

This chapter contains the following sections:

! Choosing a configuration (page 18)

! Sample configurations (page 21)

Planning an AR System installation ! 17


Choosing a configuration

AR System consists of server and client components that you combine to create the types of access you want to enable. Certain components are required for all AR System installations, while other components are optional. This chapter describes the following configurations: configuring with minimum requirements; extending configuration to multiple servers; extending configuration to the Web; extending configuration to include email access.

The sample configurations shown in this chapter do not represent all possible combinations. Configurations are also flexible; you can change your configuration any time.

The AR System has a flexible and scalable architecture, and can be configured depending on current and future needs.

After you have chosen a configuration, you must prepare your database and the computer on which you will install AR System before you start the installation. The next chapter contains instructions for preparing your database and AR System server computer.

Each of the following components is represented by a graphic icon in the sample configurations in this chapter.

18 "Chapter 2—Planning an AR System installation


AR System serverThe AR System server can be installed on UNIX or Windows. However, the clients used for licensing and administration are available only for Windows, so a Windows client computer is required to administer and license a UNIX server.

The AR System server is a required component 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.

The AR System server installer creates an AR System database and a series of tables that make up a data dictionary where form, filter, escalation, and other definitions are stored. The structure of the AR System database varies depending on the underlying database.

If you are upgrading an existing AR System server installation, you can choose to upgrade the database, which preserves existing structures and updates the database to be compatible with the new server. You can also choose to overwrite the database, which creates a new database, and overwrites your existing structures.

DatabaseThe database can be installed on any computer that is accessible to the AR System server.

AR System can be installed with a variety of databases.

Remedy Mid TierRemedy Mid Tier can be installed on UNIX or Windows.

Remedy Mid Tier is optional middleware that enables AR System access through a browser. The web server and mid tier must be installed on the same computer, and this computer can be networked to the AR System server computer.

One mid tier can permit access to multiple AR System servers.

The mid tier requires several compatible components to function correctly. Check the compatibility matrix to find out if your current components are compatible with this version of the mid tier.

Remedy Configuration Tool is installed together with the mid tier. Use this tool to define which AR System servers to permit web access to, and for, other settings.

Client computers must have a supported browser installed. Users need AR System permissions to submit AR System requests and search the database through the web.

Remedy AdministratorRemedy Administrator is installed on Windows.

This client, which you can also use to manage multiple AR System servers, is required to administer and configure AR System servers, and design AR System applications.

Remedy Import is installed together with Remedy Administrator. Remedy Import is a separate component that is designed for importing data into AR System.

Choosing a configuration ! 19


Remedy UserRemedy User is installed on Windows.

This client serves two functions. It permits users to access the AR System from client computers to submit requests and search the database. Remedy User also provides some administrative functions. Remedy User and Remedy Administrator both are typically installed on client computers used by administrators.

Remedy User is required for AR System access in configurations that do not include the mid tier. If the mid tier is installed, Remedy User is not required for user access to AR System.

Remedy AlertRemedy Alert is installed on Windows.

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

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

Remedy Email EngineRemedy Email Engine access to AR System servers is available for all supported platforms.

Remedy Email Engine (email engine) is a service that transforms emails into an interface to the AR System server. The email engine enables end-users to instruct the AR System server to perform queries, submissions, or modifications to entries, all using email. This feature is particularly useful for users without direct access (a high-speed network link) to the AR System server. The email engine can also return the results of such requests in email, formatted using plain text, RTF, HTML, or XML content. In addition, the email engine can process notifications using workflow actions, such as filters or escalations.

BrowserWhen the mid tier is installed, client computers must have a supported browser for AR System access through the Web.

Email clientIf you enable email access to AR System through the mail service, client computers must have an email client.



Sample configurations

The graphics on the following pages show the required and optional components in sample configurations. These sample configurations do not demonstrate all possibilities. AR System is flexible, adaptable, and scalable, so you can mix and match components as needed.

Configuring with minimum requirementsThe following figure shows a minimum configuration.

Figure 2-1: Minimum configuration for AR System

The minimum requirements for an AR System configuration are:

! A database

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

! An AR System server

The server communicates with and allows access to the database.

ALERT

Remedy User

Remedy Administrator

AR System server

Database

Sample configurations ! 21


! One or more Remedy Administrator clients for server administration

Remedy Administrator can be installed on the same computer as a Windows AR System server, or installed on a remote computer with network access to a Windows or UNIX AR System server.

! One or more Remedy User clients for administration and user access

Remedy User is required for some administrative tasks, so both Remedy Administrator and Remedy User are typically installed on client computers used by AR System administrators.

Remedy User is required for user access in a minimum configuration and is often present, although not required, in other configurations if the Remedy Mid Tier is installed.

! One or more Remedy Alert clients for user notification

Remedy Alert is an optional tool that receives alert notifications and notifies users proactively that an alert has arrived. It is installed on client computers in the same location as Remedy User.



Extending configuration to multiple serversThe following figure shows an extended configuration.

Figure 2-2: Extended configuration for AR System

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

To extend your configuration, include the following:

! Additional databases

You can add additional databases to provide unique data sets for each server. Or you can continue with one database if you use additional servers for scalability of that database.

! Additional AR System servers

Each AR System server can communicate with one database. Multiple AR System servers can communicate with the same database. Multiple AR System servers can reside on the same computer, as long as they are installed in separate directories.

ALERT

ALERT

Remedy User


AR System server

Database



Extending configuration to the WebWhen you install Remedy Mid Tier, make sure that:

! You install the mid tier and required supporting components on a web server computer to allow users to access AR System through a browser. The web server and mid tier must be installed on the same computer and this computer can be networked to the AR System server computer, or all can be installed on the same computer.

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

! You install the mid tier in its own separate directory under the top-level AR System directory and not in a subdirectory of another AR System component. For example, do not install the mid tier into the same directory as Remedy Administrator. Both the mid-tier directory and the Remedy Administrator directory should be installed in the top-level AR System directory.

If you install the mid tier into the same directory as another component, the web server might access the wrong .dll or .jar files. If this occurs, you might see the following error message:

Error. The server encountered an unexpected condition which prevented it from fulfilling the request.

If you see this message, uninstall the mid tier and reinstall it into its own separate directory.

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

! One or more Remedy Mid Tiers

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

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

! User clients that have a supported browser installed

No installation is required on client computers. You can use your browser to access the alert list without installing; however, you must install Remedy Alert to access the Alert notifications and to receive a proactive notice.


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


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

The following figure shows a typical web configuration.

Figure 2-3: Typical Web configuration for AR System

Extending configuration to include email accessTo allow users to access AR System through an email client, and to receive notifications, you must enable the email engine on each AR System server.

Client computers require an email client to submit AR System requests and search the database.

The email engine configuration requires the following:

! User computers that have an email client to send and receive emails.

! A mail server that supports either SMTP or MAPI for outgoing mail, and either POP3, IMAP4, MAPI, or MBOX for incoming mail. The mail server must be accessible by the email engine.

ALERT

ALERT

Remedy User


Web browsers

AR System server

Database

Mid-Tier



The following figure shows an AR System configured to allow users to access the system through the email engine.

Figure 2-4: Remedy Email Engine configuration



At startup, the email engine connects to the AR System server. Then the email engine checks the entries in the AR System Email Mailbox Configuration form and uses these entries to create incoming and outgoing mailboxes.

A user sends an email to an email account that is located on the company mail server, which is regularly polled by the email engine for incoming mail. The user email can contain instructions to perform actions on AR System forms.

The email engine connects to the company mail server, retrieves the user email, and translates the email instructions into C API calls to the AR System server. The AR System server performs the actions requested and returns the results to the email engine.

Finally, the email engine stores the results that it receives from the AR System in an email, formats the email according to instructions in the outgoing mailbox, and sends the email back to the user through the company mail server.


Chapter

3
Choosing server options and preparing the environment
This chapter provides an overview of AR System server options.

The chapter is divided into the following sections:

! Background (page 30)

! Preinstallation steps (page 31)

! UNIX—Specific installation steps (page 32)

! Installation options (page 34)

Choosing server options and preparing the environment ! 29


Background

When you install a new AR System server or upgrade an existing AR System server installation, the installer will prompt you for system settings, database information, and optional component information. The information in the following sections will help you decide which options to install. You can then record your selections on the worksheet for your platform and database.

You need to prepare your operating system and database before you start the AR System server installer. If you have an existing AR System server, you should make sure that you understand the difference between upgrading and overwriting an existing installation. See individual database chapters for specific information to install AR System with each type of database.

A single AR System server is not limited to a single type of functionality. You can choose to install any or all of the options on the same AR System server, or you do not need to install any of the options.

You might want to determine the AR System server functionality before you install the mid tier or AR System clients, because the mid tier and AR System client installers prompt you to identify AR System servers with specific functionalities.

Note: To avoid installation problems, consider installing only one version of AR System on your computer.

30 "Chapter 3—Choosing server options and preparing the environment


Preinstallation steps

Before you start the installation, perform the preinstallation steps in this section. See also database-specific installation steps in individual database chapters.

What Where Comments

Review information on system components, server options, and your installation choices, including upgrade and overwrite considerations.

Chapter 3, “Choosing server options and preparing the environment”

Review version 6.3-specific information on open issues, localization, and other AR System information.

Action Request System 6.3 Release Notes:


Before you can access the release notes, you should log in to the Customer Support web site.

Review the most current product compatibility information.

Product Compatibility Matrix:

http://supportweb.remedy.comBefore you can access the compatibility matrix, you should log in to the Customer Support web site.

Remedy applications:

Review individual Remedy applications manuals and release notes.

Remedy applications product CD-ROMs or Customer Support web:


If you plan to install Remedy applications, check the installation prerequisites, such as database settings, before you install AR System.

Preinstallation steps ! 31





UNIX—Specific installation steps

This section describes steps and considerations specific to UNIX.

Increased transactions and usersBefore you install AR System server, consider increasing the value of kernel parameters that the AR System server affects, to make sure that Remedy applications can support the expected volume of transactions and users.

For example, consider increasing the following process components:

! Number of threads

! Number of associated files

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

! Process descriptors—Descriptors should be between 2.5 and 3 times the number of expected concurrent connections.

Install updated patches. Check the Customer Support web site for updated information on software patches.

Windows XP Server Pack2: Install the appropriate patches for this server. For more information, see the Action Request System 6.3 Release Notes.

Linux:

Comment out lines.

Comment out any lines that contain nis or nisplus in the hosts line of the /etc/nsswitch.conf system file. For example, the line hosts: files nisplus nis dns will cause the AR System server to crash, but the line hosts: files dns will not.

UNIX password authentication:Remove any mention of nis or nisplus in the passwd line of the Linux /etc/nsswitch.conf system file.

What Where Comments



Note: If you plan to install the AR System server and your database on the same computer, you must make kernel adjustments to make sure that your system functions correctly.

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

Installing as non-rootIn general, you should perform the AR System server installation as a root user. However, you can perform the installation as a non-root user.

When you install as a non-root user, you must update the system configuration files manually. The installation script prompts you to do this and instructs you to start a shell where you have root access or full read and write access.

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

" To install the AR System software without logging in as root:

1 Set the ARNONROOTINSTALL environment variable to TRUE.

Review Appendix B, “Customizing UNIX options,” to view other environment variable settings, such as those involving file locations for non-root installations.

2 The installation script will prompt you to perform several actions. Before you perform these actions, make sure that you have permissions to the following:

! Network card device files

! Root directory, usually at: /etc/arsystem/<server_name>

! Multi-license directory (usually at: /etc/arsystem/) and its AR_SYSTEM_LICENSE_DIR directory (usually at: /etc/arsystem/<server_name>

! Configuration directory, <ar_install_dir>/conf, and its ar and ar.conf files

! /dev/console file (read/write access)

! /usr/tmp file

UNIX—Specific installation steps ! 33


3 Perform the installation procedure as described in this chapter.

Some of the actions you will be prompted to do (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 as root.

! Merge the contents of files, such as merge the <ar_install directory>/ar-<database>/rpc file with the /etc/rpc file.

Installation options

This section describes installation options for the AR System server that apply to both UNIX and Windows, unless otherwise noted.

Server nameThe AR System server will be unable to communicate correctly with the clients if the server does not have a unique name that clients can resolve into an IP address.

Unique AR System server names are required to distinguish between multiple AR System servers on a single computer. Unique AR System server names do the following:

! Make sure that the correct licenses are used

! Identify the correct AR System database for each AR System server

! Allow you to selectively stop and start server processes

The AR System server name identifies the configuration file and the service (armonitor), associated with each AR System server.

Windows: Whether you are doing a new install or you are upgrading your AR System server, the first server you install on a computer appears in the Windows Services screen as Remedy Action Request System Server. Additional servers appear as follows: AR System Server <servername>.

UNIX: There are services that are listed for each AR System server that is running: armonitor, arforkd, arplugin, and arserverd. To display all services that are currently running, issue the following command: # ps -ef | egrep ar.



The AR System services will appear as follows:

! <ar_install_dir>/bin/armonitor -s <servername> -c <ar_home_dir>/armonitor.conf

! <ar_install_dir>/bin/arserverd -s <servername> -i <ar_install_dir> -l <ar_license_dir>

Note: The first time that you install an AR System 6.3 server on a computer, the installer does not prompt you for a server name because it uses the host name.

When you install another server on a computer where at least one AR System 6.3 server is already installed, or when you reinstall a version 6.3 server, you will be prompted during installation to enter the AR System server name. When you enter a new server name, a new AR System server is created and the original server is unchanged.

The AR System server name should be a short name, not a fully qualified name.

If you choose the overwrite option or upgrade option, the existing AR System server is replaced with the new version.

If you plan to install multiple AR System servers on a single computer, you should create AR System server names before you install the servers. If an AR System server will be accessible over a network, the server name must be a valid DNS entry.

To make sure that clients can resolve the server name, use only alphanumeric names containing only lowercase letters a through z and numbers 0 through 9. Avoid hyphens (-), underscores (_), and other special characters ($, for example), as these characters do not comply with DNS rules. Server names are case sensitive.

Destination directoryThe directory where you plan to install the AR System server must have adequate disk space and be accessible to clients through a network. The installer assumes that you are connecting to the local computer where you are installing the AR System server.

Installation options ! 35


Port numbersPort numbers identify a program or service that runs on a particular server. The installer prompts you to choose how port numbers are handled for the AR System server and its extensions, such as the plug-in server.

Note: The TCP port number for the AR System server and the port number for the plug-in server cannot be the same.

Registering with a portmapper

A portmapper is a service that runs independently of the AR System server and serves as a “directory” of port numbers. If a server is registered with a portmapper, it is not necessary to specify the port number in the client because the portmapper can locate the port and direct clients to the appropriate location. If a server is not registered with a portmapper, or a firewall blocks the portmapper port, you must specify the port in the Advanced Properties settings in Remedy Administrator. If you specify a port, you are not required to register with the portmapper

When you start the server, it will open a port to listen to. You can specify a port for the server or let the server obtain an available port dynamically through the portmapper. If you specify a port, the server will open with the same port every time it runs. If you do not specify a port, the port might change with every run.

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

Note: If you install two or more AR System servers on the same computer, you can only register one server with a portmapper. You must assign TCP and plug-in port numbers to all other servers on the same computer (and you can assign to all servers on one computer). If you configure two or more servers to use the portmapper by mistake, the first server that starts uses the portmapper; when the other servers assigned to the portmapper start, you will see an error message that indicates that the port is unavailable.



UNIX: If you choose to register the AR System server with a portmapper, the server is registered with the portmapper that is included with the operating system.

Windows: The AR System server installer searches for an existing portmapper. If a portmapper is installed and running and you choose to register with a portmapper, the AR System will register the server with that portmapper. If the installer does not detect a running portmapper, then servers will be registered with AR System Portmapper, which is included in the server installation.

Note: The AR System server does not have a default port. The portmapper randomly assigns ports and will not always assign the same port to the AR System server. To make sure that the portmapper always uses the same port for the AR System server, specify a port during install or use Remedy Administrator to configure the AR System server after you install it.

Assigning port numberYou must assign a port number to any server that you want clients to access directly, and to the plug-in server, if you choose not to register with a portmapper. Do not assign port numbers that conflict with port numbers used by other applications or other programs running on your system. To find out which port numbers are already in use, use the rpcinfo -p command (UNIX) or the netstat -a command (Windows) at the command line prompt. If you do not check available ports, you could assign port numbers that conflict with other applications and your servers might not start as expected.

Port numbers within the range 1–1024 are only available for use by the superuser, and many of these numbers are reserved. Additionally, port numbers lower than 1024 cannot be accessed by clients earlier than version 5.0. For these reasons, you should assign port numbers greater than 1024.

You can enter your selections on the worksheet for your platform so that the information will be available when you run the AR System server installer.

Note: You can also add the ports to the TCP-Specific-Port and Plugin-Port parameters in the ar.conf file. See the Configuring AR System guide for more information.



System componentsWhen you install an AR System server, you are prompted to choose among several options that enable functionality. The primary reason that you need to plan for these functions before you install an AR System server is that you need to install the optional components or forms that enable these functions.

Centralized preferencesThis option installs the centralized preferences forms, which store a user’s preferences when that user logs in to AR System from different computers, using Remedy User or a browser.

For more information on centralized preferences, see the Developing AR System Applications: Basic guide.

When you have finished with the server installation, see the Developing AR System Applications: Advanced guide for instructions on enabling the preferences forms.

If you do not choose this option, user preferences will be stored locally for native clients, and will be available only on the computer where the preferences are set. Local preferences are not available for web clients.

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

When you install an AR System server, you are prompted to choose whether to install the provided Light-Weight Directory Access Protocol (LDAP) plug-ins (AREA LDAP and ARDBC LDAP), as well as the components to create your own AREA and ARDBC plug-ins, and the API package.



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

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

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

! Create, delete, modify, and get external data

! Retrieve lists for external data

! Populate search-style character menus

Alternatively, you can use the ARDBC LDAP plug-in, which is part of the AR System, to access LDAP services through forms in Remedy Administrator. For more information on this ready-to-use plug-in, see the C API Reference Guide, Configuring AR System guide, and the Developing AR System Applications: Advanced guide.

! BMC Portal plug-in—Enables authentication of user names and passwords against a BMC Portal user database. If you choose this option, you must also enter the authentication end-point URL, which is the address of the web service within the BMC portal that provides the authentication service.

The BMC Portal plug-in is installed along with the AR System server when the server is installed as an embedded component of BSM.

Warning: Do not install this option when the AR System server is not a component of BSM that requires this type of authentication. If you install the plug-in, but it is not part of BSM, the server will be configured to use external authentication, and you will be unable to log in.

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

Note: If you do not install the API package now, you can do so later by performing an upgrade and choosing to install only the API package.



For additional information on the API package, see the C API Reference Guide.

Samples

This option installs a sample application that demonstrates many AR System functions and features.

The sample application is further described in the Concepts Guide. The sample application is also self documenting; many of the Help fields in the sample application contain information about the application and how to use it.

AR System database names and passwordsWhen you perform a new or overwrite install of AR System, the installer prompts you for an AR System database name, user name, and password.

Default values are as follows:

! AR System database name: ARSystem

! AR System database user name: ARAdmin (Windows), aradmin (UNIX)

! AR System database user password: AR#Admin#

UpgradeWhen the installer prompts you to do so, enter the user name and the tablespace (database) name of your existing AR System database. You will not need to enter the database system password.

You cannot change the user name or the tablespace (database) name already stored in the AR System from your previous installation because the installer needs this information to complete the upgrade.

Note: If you are upgrading, and you changed your AR System user name and password since your last installation, the installer prompts you for the new AR System server administrator settings: the new AR System user name and new AR System password.

New or overwriteThe installation software prompts you for an AR system user name and password, and database administrator user name and password, then creates both a database user account and a tablespace (or database).



UNIX new installations: If you created the database user name and tablespace before you installed AR System, they will be overwritten during installation.

After the installation, consider changing both the AR System database user password or default password, and the database user name to increase system security. For more information, see the Configuring AR System guide.

UNIX new installations: The installation software prompts you for an AR system user name and password, then creates both the username that you specified and a tablespace (or database). If the user name and tablespace were created before you install, they will be overwritten during installation.

Upgrade, overwrite, or share optionsIf you install an AR System 6.3 server over an existing AR System server, you will be prompted to upgrade, overwrite, or share the existing AR System database.

To install two or more AR System servers on this computer, install each server into a separate directory.

To upgrade or overwrite an existing AR System server, install the new version into the directory where the existing server is installed.

Upgrade optionIf you choose the upgrade option, your environment (forms, data, and workflow) is retained, and the AR System database is updated to support the new server.

Note the following when you upgrade an existing AR System database:

! The upgrade process can vary from a few minutes to over an hour, depending on the size of your database.

! The upgrade process does not change the database to a different type of database.

! You must have sufficient database transaction log space before you attempt to upgrade AR System. Log space needs will depend on the database definition size, number of records in the database, current version of the database, block size, and extent size. It might require 50 MB or more.

! You will not need to enter the database system password.



! You should delete any message catalog data that will not be needed after the upgrade.

! You should back up the existing AR System environment (forms, data, and workflow) before you upgrade. To back up your environment, either back up your underlying database or export the existing AR System data and server structure definitions.

Overwrite optionIf you choose the overwrite option, a new AR System database will be created, and your existing data and structures will be lost. If you overwrite the AR System database, the server uses the database name and user name that it used for the previous installation.

If you plan to restore your AR System data after the installation, export your AR System data and definitions before you overwrite.

Share option for server groupsIf you chose the share option for a server, you can configure that server to belong to a server group. All your existing data, forms, and workflow are preserved.

Use this option if you are creating a server group. When you install the first AR System server to belong to a server group, use either the overwrite or upgrade option. After you install the first server, choose the share option for subsequent servers that belong to the same group.

If you choose the share option, servers will share the AR System database. Servers that belong to the same server group share floating licenses and use the same AR System database. In addition, a server group provides automatic fail-over for its member servers for some operations, such as escalations.

After the installation, see the Configuring AR System guide for information on how to configure the servers to belong to the same server group and how to modify configuration files that the installer creates.

The share option is not compatible with pre-6.0 AR System servers.



Plug-in componentsIn addition to the ARDBC, AREA, and portal plug-ins, the installer prompts you to install the web services and Remedy SNMP agent plug-in components.

Web services If you choose this option, the installer installs files and forms that enable the plug-in server to issue remote procedure calls (RPCs).

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

Remedy SNMP Agent monitors the following AR System processes:

! AR System server

! AR System plug-in server

! Remedy Email Engine

! Remedy Distributed Server Option (DSO)

! armonitor utility

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

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

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

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

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

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



If you do not configure the Remedy SNMP Agent during installation, you can use the procedure in the Configuring AR System guide to configure and start the Agent later.

UnicodeDuring the server installation, you are prompted to enable Unicode. Unicode is a universal character set that includes more characters than ASCII.

When you use Unicode, you:

! Can encode both multi-byte languages (such as Chinese and Japanese) and single-byte languages (such as English and German) using the same database.

! Maintain one database for multiple languages and for multiple locales, which simplifies administration and maintenance of applications in global installations. Instead, you can set up your locales to share the same database.

Note: Each character set requires its own server, but multiple AR System servers can share a single database. If multiple servers share the same database (for example, if you are using a Japanese and an English server with the same database), install the English server first.

If you already have a database installed, you must make sure that you change the Unicode type to one of two types that the AR System supports:

! UTF-16 for MS SQL database

! UTF-8 for Sybase, Oracle, and Informix databases

Note: You cannot upgrade the DB2 database to Unicode. Instead, export your forms and data, perform a fresh install of DB2, and then import your forms and data into the new database.

Check with your database administrator to make sure that your non-AR System database is configured to accept the Unicode character set.

Note: If you do not configure your database correctly, the data that you create with AR System server will not be converted to Unicode data.



Startup optionsThe AR System server runs as a service, and can be restarted automatically on reboot. The AR System server installer will prompt you to choose whether to start the service automatically (Windows) or whether to place the service in a system startup file (UNIX). You will need to decide how you will start the service before you install the server.

To change the startup option after installation, see your system administrator.


Chapter

4
Installing AR System with DB2
This chapter describes how to install AR System with a DB2 database.



! UNIX—Installing AR System with DB2 (page 49)

! Accessing the software (page 51)

! Windows—Installing AR System with DB2 (page 61)

Installing AR System with DB2 ! 47


Background

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

See your database documentation or access customer support for more information.

After you make your choices, the installer creates the following AR System database components:

Component Definition

Database

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

Tablespaces Logical layer between the database and the database objects that are stored in the database.

The installer creates three tablespaces: User, Temporary, and Catalog.

User tablespace(USERSPACE1)

Stores user-defined tables. The user tablespace is where the AR System tables will reside.

Temporary tablespace(TEMPSPACE1)

Stores temporary tables that are used for short-term activities, such as sorting and displaying search results.

Catalog tablespace(SYSCATSPACE1)

Stores system metatables that the DB2 database stores.

SMS tablespaces System-managed tablespaces (SMS):

! The DB2 system manages the container space when the container location is specified by the user.

! The system increases the tablespace size dynamically when the number of records increases.

! Data is stored in a directory container.

48 "Chapter 4—Installing AR System with DB2


UNIX—Installing AR System with DB2

This section contains preinstallation steps and installation worksheets.

Preinstallation stepsComplete these steps before you install AR System. Some steps require database administrator privileges.

Preparing your system

DMS tablespaces Database-managed spaces (DMS):

! The DBA manages the container size. ! Space is allocated when the tablespace is created. You can also increase the size

manually, as needed.! Data is stored in a file container.

Containers Store physical data and tables corresponding to the AR System.

There are three types of containers: file, directory, and disk.

Component Definition

What Where Comments

Verify that you have at least 300 MB of disk space available.

AR System installation directory. AR System component disk space requirements in megabytes:

! AR System server: 120! AR System database: 300! API: 10

Back up any data and structures you want to save before you install.

Different directory than the directory where you will install the upgrade or overwrite files.

Upgrade or overwrite installsDefine a unique name for each AR System server you want to overwrite, upgrade, or share.

Command window. Clients must be able to resolve the AR System server name into an IP address.

UNIX—Installing AR System with DB2 ! 49


Preparing your DB2 database

What Where

Install the DB2 database server. Local installs of the database serverOn the computer where you plan to install the AR System database.

Remote installs of the database server On a remote server that is networked to the computer where you plan to install AR System database.

Solaris and LinuxInstall DB2 library (libdb2.so).

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.

Create and name DB2 instances. Local installsCreate a DB2 instance on the local computer.

Remote installsCreate DB2 instances on both the local and remote computers.

Remote installsInstall DB2 client.

You must install the DB2 client on the same computer where AR System is installed.

Remote installsCreate an operating system user account.

Create the account on the same computer where you installed the DB2 database with the following values:

! User ID—Lowercase name (for example, aradmin)

! Password—AR#Admin#The installer designates the operating system user as the AR System database user.

See the Configuring AR System guide to change the password after installation.

Local installsDesignate membership for the account.

AR System root installs or AR System installs performed by a user who is not a database instance administratorMake the user a member of the following groups, which were created during the DB2 database installation: db2iadm1, db2fadm1, and db2asgrp.



Accessing the software

This section discusses how to access the software from the Web. To access the software from a CD, insert the CD into the slot.

" To install Action Request System on UNIX from the Web:

1 Log in as the root user.

% suPassword: <password>

2 Copy the downloaded directory (arsystem_<platform>) and its contents to the location from which you will install AR System.

If you have downloaded Action Request System using the Sm@rtCert client onto a platform where you will not install Action Request System, copy the downloaded directory and its contents to the computer where you will install Action Request System. For example, if you used the Windows Sm@rtCert client to download Action Request System for Solaris, copy the arsystem_Solaris directory and its contents to your Solaris computer.

3 Change to the directory containing the copy of the downloaded files.

Perform Unicode-related steps. UpgradeYou cannot upgrade a DB2 database to Unicode.

Instead:

! Export database components, objects, forms and data.! Reinstall the Unicode-enabled DB2 database.! Install AR System.! Reimport the forms and data.UNIX new and overwrite installsYour existing AR System database is overwritten with the corresponding Unicode character set.

You do not have to use multiple databases when you have multiple locales. Instead, you can set up your locales to share the same database.

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

Make sure your database is running.

What Where

Accessing the software ! 51


4 Change to the directory containing the install program:

# cd <platform>

where <platform> is platform for the UNIX products. The download directories are solaris, hpux, and aix, and linux, respectively.

5 Use the gunzip utility to uncompress the file by entering the following command:

# gunzip <unix>.tar.gz

where <unix> represents the brand of UNIX for which you downloaded AR System; for example, solaris, hpux, aix, or linux.

If you do not have the gunzip utility, you can download it from the gzip home page: http://www.gzip.org.

6 Extract the installation program file by entering the following command:

# tar -xvf <unix>.tar


<unix>.tar contains the directory arsystem, which contains the installation program.

7 Note the current directory to which the tar file was extracted. Enter the path to this directory (<path_to_this_dir>/cdrom) when prompted for the product directory name during installation.

8 Change to the directory containing the installation program:

# cd <CD-ROM_mount_point>/arsystem

Worksheet for installing AR System on UNIX with DB2After you perform the preinstallation steps, record values you will need to enter during the installation in this worksheet. Then use this worksheet as your installation instructions. Each row corresponds to an installation prompt that requires you to enter information. You might need to consult your database administrator or server administrator for this information.

Information Comments Enter your values

Basic AR System information

Product directory name Name of the CD mount directory to which the tar file was extracted.

License Accepts the license agreement.


http://www.gzip.org


Server package installation Server and associated files.

Portmapper Portmapper for AR System server (optional).

Note: Only one AR System server on the same host machine can be registered with a portmapper.

TCP port TCP port numbers for the AR System server or for the portmapper (optional).

Plug-in port Port number for the plug-in port (optional).

Component information

API package API files, libraries, and examples.

Central Preferences forms and workflow

User preferences maintained when you log in to AR System from different computers using Remedy User or a browser.

Sample forms and workflow Sample application that demonstrates many AR System functions and features.

ARDBC plug-in LDAP plug-ins that allow access to common enterprise objects.

AREA plug-in AREA plug-ins that enable authentication of user names and passwords.

BMC portal Plug-in that enables authentication of user names and passwords against a BMC Portal user database.

SNMP configuration

SNMP port Unique port number that network management stations use to connect to the Agent.

Note: Do not use 161 as the SNMP port number. Many computers come equipped with an SNMP Agent that uses the 161 port as the default port.

System Information:

System location Location of computer where the SNMP agent is installed.

Location

____________




System contact System administrator contact information. Contact

_____________

Authentication

Community-based authentication (SNMP v1 or v2c)

Uses plain-text passwords (community strings) for authentication.

! Community

Read-only community string

Password that permits read-only access to SNMP-managed objects. The password cannot include spaces and must be 30 characters or less.

! Read-only string

____________

Read-write community string

Password that permits read-write access to SNMP-managed objects. Objects can be viewed and modified through an SNMP set operation.

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

Read-write string

____________

User-based authentication (SNMP v3 only)

Creates individual user accounts with passwords.

User name User associated with the SNMP agent.

Access mode Type of access mode.

Read-only—Data stored in the object can be viewed but not modified.

Read-write—Data stored in the object can be viewed and modified.

! Read-only

! Read-write

User access mode Type of access mode.

Read-only—Data associated with the object can be viewed but not modified.

Read-write—Data associated with the object can be viewed and modified.

! Read-only

! Read-write




User authentication level Type of authentication level.

No authentication, no privacy—Users with this level only need to supply a valid user name, which functions like a community string or a plain text password.

Authentication only, no privacy—Users with this level only need to supply a valid user name.

Authentication with privacy—Users with this level must supply a password.

! No authentication, no privacy

! Authentication, no privacy

! Authentication, privacy

User authentication password

Authentication password.

Must be at least 8 characters long.

Authentication password

__________________

User password encryption type

MD5 encryption algorithm used to encrypt the password.

Encryption type

__________________

Private key password Password used to encrypt the SNMP package using the DES algorithm.


Key password

__________________

Traps Asynchronous notifications that give the trap receiver specific information about the SNMP agent.

Enable Enables agent to send traps. ! Enable traps

Type Type of trap (SNMP version 1 or version 2c). Trap type

__________________

System name or IP address

Name or IP address of the system that receives the traps.

Name or IP address

__________________

System port Port number to receive the traps. System port

__________________




Web services Filter action (Set Fields From Web Service) necessary to consume a web service.

For more information on web services, see the Developing AR System Applications: Advanced guide.

! Web services

Web services—Java installation directory

Installation directory of the JRE. Installation directory

__________________

Unicode Choose whether to use Unicode.


! Unicode enabled

DB2 information

Remote installs

Remote DB2 server name Name of the remote computer where the DB2 database server is installed.

The DB2 database server is part of the DB2 database software and, for remote installs, is located on the remote computer.

Remote server name

__________________

Home directory of the local DB2 instance owner

Home directory of the local instance owner. Your database administrator creates an instance owner when you create the instance.

Home directory

__________________

Remote DB2 instance administrator

User name of the administrator who owns the remote DB2 database instance.

The default value is db2inst1.

Instance administrator

__________________

Remote DB2 instance administrator password

Password corresponding to the DB2 instance administrator.

Instance administrator password

__________________




Remote DB2 instance port Port that the AR System server uses to connect to the remote DB2 server.

Instance port

__________________

AR System database name Name of the AR System database.

Upgrade installsProvide the name of the existing database.

New or overwrite installsProvide a name for the new database that the installer will create during this installation.

The default value is ARSystem.

AR System database name

__________________

Database alias name Unique alias name of the database.

You can have multiple databases with the same database name (for example, ARS), but each database has an alias name that is a unique identifier for that database.

The installation will fail if the AR System database name is the same as any of the DB2 database alias names on the remote DB2 instance.

Alias name

__________________

User name for remote AR System database

User name of the user who accesses the AR System database. All tables created and accessed by the AR System are created using that user account.

User names for users with Windows administrative privileges cannot contain more than eight characters or the installation will fail.

Remote user name

__________________

Local installs

Home directory of the local DB2 instance owner

Home directory of the local instance owner. Typically, you create an instance owner when you create the instance.

The default value is /db/app/db2inst1.

Local home directory

__________________

DB2 database instance name

Name of the DB2 instance. Your DBA should have created and named this instance during the DB2 database and server installation.

Note: The database instance name cannot be the same name as the host computer name.

The default value is db2inst1.

Instance name

__________________




AR System database name Name of the AR System database that the installer creates on the DB2 database during this installation.

The default value is ARSystem.

Database name

__________________

Tablespace information

User tables

Type of tablespace management

Choose SMS or DMS.

For SMS, you can only use Directory Container.

To install in a location other than the default, you must provide an absolute or relative directory name. The relative directory you provide is relative to the database directory path in the DFTDBPATH parameter. Make sure that no other directories or files are stored in the location you named.

For DMS, you can only use File Container.

! SMS

! DMS

Container directory path (SMS)

Directory path to the directory that will contain the user tablespaces.

Directory path

__________________

Container/file name (DMS)

Container/file name

__________________

File size (DMS) File size

__________________

Catalog tables


Choose SMS or DMS.

For SMS, you can only use Directory Container.

To install in a location other than the default, you must provide an absolute or relative directory name. The relative directory you provide is relative to the database directory path in the DFTDBPATH parameter. Make sure that no other directories or files are stored in the location you named.


! SMS

! DMS




Container directory path (SMS)


Container/directory path

__________________


Container/file name

__________________


__________________

Temporary tables


Choose SMS or DMS. ! SMS

! DMS

Container or directory path (SMS)


Container/directory path

__________________


Container/file name

__________________


__________________

AR System database information

AR System database name This is the name of the AR System database that the AR System installer creates.

You designate the name during this installation.

The default values are:

! New installsARSystem

! Upgrade or overwrite installs Pre-existing AR System database name from your previous installation.

Database name

__________________




Remote install

AR System database user name

AR System database user password

The AR System database administrator who has permission to access the AR System database.

This user can create forms on the AR System database and change AR System database configurations.

New installsThe installer uses the AR System database user name you specify, its corresponding password (see next item in this table), and the AR System database (tablespace).

Upgrade installsThe installer uses the existing AR System database user name and password.

Overwrite installsIf the user name and tablespace were created before you install, they will be overwritten during installation.

The default value is aradmin.

The password that corresponds to the AR System database user name.

Upgrade installsThe AR System database user has permissions to all objects in the AR System database created during the initial installation. An upgrade does not require any additional permissions.

New and overwrite installsThe initial password must be AR#Admin#.After you install the AR System server, you can change the AR System database user password in Remedy Administrator, after you changed the password in the operating system. See the Remedy Administrator online help for more information.

Database user name

__________________

Database user password

__________________

Completing the installation

AR System installation directory

Installs AR System and all related files into the directory you choose or a default directory.

Default: /usr/ar/<server_name>

Directory

_______________

System startup file Starts AR System services automatically after reboot.

! Start automatically

! Start manually




When you have completed the installation steps outlined in this worksheet, the installer displays file installation messages and an installation complete message.

Windows—Installing AR System with DB2

This section contains preinstallation steps and installation worksheets. For more information on the concepts related to your installation choices, see Chapter 3, “Choosing server options and preparing the environment.”

Preparing the systemComplete these steps before you install AR System. Some steps require database administrator privileges.

System-related issuesThe following table describes the general system-related issues to consider before you install AR System.

What Where Comments

General issues






Upgrade, overwrite, or share installsDefine a unique name for each AR System server you want to overwrite, upgrade, or share.


Web services optionAdd the path of the Java jvm.dll library to the PATH environment variable.

RuntimeLib tag of the Registry:HKLM\SOFTWARE\JavaSoft\Java Runtime Environment\<key_name>

Windows—Installing AR System with DB2 ! 61


Preparing your DB2 database

Prepare your database to accept Unicode

Upgrade:You cannot upgrade a DB2 database to Unicode.

Instead:

! Export the forms and data.! Reinstall the Unicode-enabled

DB2 database.! Install AR System.! Reimport the forms and data.

New and overwrite installsYour existing database is overwritten with the corresponding Unicode character set.



Exit any AR System processes that are running.

What Where Comments

What Where

Install the DB2 the database server and the database.

Local installs of the database serverOn the computer where you plan to install the AR System database.

Remote installs of the database server On a remote server that is networked to the computer where you plan to install AR System database.

Remote installsInstall DB2 client.

You must install the DB2 client on the same computer where AR System is installed.



Accessing the softwareIf your computer is part of a Windows domain, you must log in to the domain as a Windows Domain Administrator to install AR System. If your computer is not part of a Windows domain, you must log in as an administrator for the local system.

" To access the software:

1 From the CD:

Log in to Windows as an administrator and insert the CD into the drive.

Create and name DB2 instances. Local installsCreate a DB2 instance on the local computer.

Remote installsCreate DB2 instances on both the local and remote computers.

Remote installsCreate an operating system user account.

Create the account on the same computer where you installed the DB2 database with the following values:

! User ID—Lowercase name (for example, aradmin)

! Password—AR#Admin#The installer designates the operating system user as the AR System database user.

See the Configuring AR System guide to change the password after installation.

Perform Unicode-related steps. UpgradeYou cannot upgrade a DB2 database to Unicode.

Instead:

! Export database components, objects, forms and data.! Reinstall the Unicode-enabled DB2 database.! Install AR System.! Reimport the forms and data.UNIX new and overwrite installsYour existing AR System database is overwritten with the corresponding Unicode character set.



Make sure your database is running.

What Where



If autorun is enabled, the CD browser opens. Click AR System Server.

If the CD browser does not start, run the server installer, server.exe.

2 From ESD:

If you downloaded Action Request System to a location where you will not install Action Request System, copy the downloaded directory and its contents to the computer where you will install Action Request System. For example, if you used the Solaris Sm@rtCert client to download the Action Request System for Windows, copy the directory and its contents to your Windows computer.

From the download directory, run the file server.exe.

When you run this file, the installation files are unpacked into a temporary directory and the Setup program starts.

Worksheet for installing AR System on Windows with DB2After you perform the preinstallation steps, record values you will need to enter during the installation in this worksheet. Then use this worksheet as your installation instructions. The rows in the worksheet show screenshots and screen names, and explain the information that you must enter in each screen, depending on the type of installation. For example, upgrade-related screens will not apply if you are performing an overwrite install. Click Next after you have entered the requested information.

Print one worksheet for each installation.

You might need to consult your database administrator or server administrator for this information.

Note: The information requested relates to all types of installations unless otherwise noted above the screen name. Skip the rows that do not pertain to your type of installation. In most case, if you are upgrading, the installer uses the information for your existing installation.



Enter basic AR System information

Screen Information Enter your value

Welcome Click next to begin the installation.

Licensing agreement Click I Agree to accept the licensing agreement.

! Agree

Enter AR System server name New installsEnter a name for the new AR System server.

Upgrade or overwrite installsEnter the name of the AR System server to upgrade or overwrite, or choose the name from the list.

AR System name

________________



Enter Server Port Number Perform one of the following actions:

1 Choose to register the server and plug-ins with a portmapper. If you choose this option, perform one of the following actions:

! Click Next to assign random ports.! Click the Assign Port Numbers box

and enter specific port numbers.2 Choose not to register the server and

plug-ins with a portmapper. Instead, enter unique port numbers.


Portmapper?

! Yes

! No

Port numbers

AR System

______________

Plug-in

________________

Select Action Request System Components

Choose the components to install:

! API—Installs API-related files.! Samples—Installs sample application

that demonstrates AR System capabilities.

! Centralized Preferences—Installs centralized preferences forms that enable users to store preferences on the server.

! API

! Samples

! Centralized preferences

Select Language Components Select the check boxes for the language to display server error messages, forms, and data.

English is selected by default on all systems. In non-English systems, the locale language for the operating system is also selected. English cannot be deselected, because it is required for correct server performance. You can choose additional languages.

Language:

________________




Select Plug-In Components Choose plug-in components:

! AREA LDAP plug-in—Authenticates user names and passwords in LDAP-centralized user database.

! ARDBC LDAP—Accesses common enterprise objects in LDAP directories and views remote data without the need for importing.

! Web services plug-in—Enables Set Fields From Web Service filter action necessary to consume a web service.

! BMC Portal plug-in—Enables the BSM portal-authentication plug-in, which authenticates BMC portal users.

! Simple Network Management Protocol (SNMP) agent—Monitors and gathers statistics on AR System processes.

! AREA

! ARDBC

! Web services

! BMC portal

! SNMP

BMC Portal Plug-inExternal Authentication End-Point URL

Enter the authentication end-point URL, which is the web-service address that the BMC portal uses to authenticate users.

Use the example URL as a guide:http://<servername>/jboss-net/srvices/SIMWebService

URL

________________




Enter SNMP configuration information (optional)

Screen Information Your value

SNMP Port Address Enter the unique port address that network management stations use to connect to the Agent.


Port address

________________

System Information Enter the following information:

! System location—Physical location of the computer where the SNMP agent is installed.

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

System location

________________

Contact info

________________

Select Plug-In Components Enter an authentication mode:

! Community-based mode (SNMP v1 or v2c)—Uses plain-text passwords to authenticate requests.

! User-based mode (SNMP v3 only)—Creates individual user accounts with passwords. Supports encryption for passwords and request content.

! Community mode

! User mode



Community-based modeAuthentication Mode (community information)

Enter read-only and read-write community strings. The strings must be 30 characters or less and cannot include spaces.

Read-only string

________________

Read-write string

________________

Community-based modeUser-Based Configuration (traps)

Enter the following trap-related information:

! Enable the traps option.! Type of trap—SNMP v1 or SNMP

v2c.! System receiving traps—Name or IP

address of the trap receiver.! Trap community—Community

receiving the traps.! Port number—Trap receiver port

number.

! Enable traps

Trap type

! SNMPv1

! SNMP v2c

Name/IP address

________________

Trap community

________________

Port number

________________




User-based modeUser-Based Configuration (traps)

Enter user information:

! SNMP agent user name.! Access mode—Read-only or Read-

write.! User access mode—Read-only or

Read-write.! User authentication level—No

authentication, no privacy; Authentication only, no privacy; or Authentication with privacy.

User name

________________

Access mode

________________

Authentication level

________________

User-based modeUser-Based Configuration (authentication)

Enter authentication information:

! Enable encryption algorithm to encrypt the user password.

! User authentication password.! =Private key password to encrypt

packet.

! Enable algorithm


________________

Encryption type

________________

Private key password

________________

User-based modeUser Based Configuration (traps)

Enter trap information:

! Enable traps.! Type of trap—SNMP v1 or SNMP


address of the trap receiver.! Trap community.! Port number—Trap receiver port

number.

! Enable traps

Trap type

! SNMPv1

! SNMP v2c

Name/IP address

________________

Port number

________________




Enter database-related information


Choose Destination Folder Accept the folder to install AR System or click Browse to choose another folder.

To install two or more AR System servers on one computer, install each server into a separate directory.

Upgrade or overwrite installsInstall the new version into the directory of the existing server.

Default: C:\Program Files\AR System

Destination folder

________________

Select Database Select the button that corresponds to the type of database that will support AR System.

If any AR System processes are running, you will be prompted with a dialog box or command prompt to shut them down.

Note: You will get an error message if the corresponding database client is not installed on your system.

! DB2

! Oracle

! MS SQL

Unicode Selection Enable the Unicode option.



If you do not configure your database correctly, the data that you create with AR System server will not be converted to Unicode data.

! Unicode enabled



Enter AR System Database Information Enter the database information. The installer checks if there is an existing database with these parameters:

! AR System database name—Name of the new AR System database that this installation creates.

Default: ARSystem! AR System database User—User

name of the administrator who has permission to create the AR System database and database forms. All tables created and accessed by the AR System are created using that user account. User names cannot contain more than eight characters.

Default: aradmin! AR System user password—Password

for the AR System database user.

Default: AR#Admin#After you install the AR System, you can change the password in Remedy Administrator.

Upgrade installsIf you are upgrading, and you changed your AR System user name and password since your last installation, the installer prompts you for the new AR System server administrator settings: the new AR System user name and new AR System password.

New or overwrite installsIf the user name and tablespace were created before this installation, they will be overwritten with the information you enter in this screen.

Database name

________________

User name

________________

User password

________________




Remote installsDatabase Server

Check the box to specify a DB2 server that is located on a remote machine.

Enter or select the name of the DB2 database server.

! Remote installation

Local installs: new or overwriteEnter Your Local DB2 User Information

Enter local installation information:

! Local administrator name—User name of the operating system user account. This user must have permission to the local DB2 database instance. All tables created and accessed by the AR System are created using this user account.

! Local administrator password—Password that corresponds to the local administrator.

! AR System database name—Name for the new AR System database that the installer will create during this installation.

! Database instance name—Name of the local DB2 database instance. Your DBA created and named this instance during the DB2 database and server installation.

Note: The database instance name cannot be the same name as the host computer name.

Administrator name

________________

Administrator password

________________

Database name

________________

Instance name

________________




Remote installs: new or overwriteEnter Your Remote DB2 User Information

Enter the information for your remote install:

! Remote admin name—Name of the administrator who has administrative privileges to the new AR System database that the installer will create.

Default: aradmin! Instance admin name—Name of the

administrator who has administrative permissions to the remote DB2 instance.

! Instance password—Password corresponding to the DB2 instance administrator.

! Port address—Port number that the AR System database uses to connect to the remote DB2 instance.

! DB2 database alias name—Unique alias name of the DB2 database.Multiple databases can have the same database name (for example, ARS), but each has a unique alias identifier.

Note: The installation will fail if the AR System database name is the same as any of the DB2 database alias names on the remote DB2 instance.

! DB2 server name—Name of the remote computer where the DB2 database server is installed.The DB2 database server is part of the DB2 database software and, for remote installs, is located on the remote computer.

Administrator name

________________

Instance administrator name

________________

Instance password

________________

Port address

________________

Database alias name

________________

Server name

________________




Tablespace information

User tablespace—Specify Tablespace Settings

Enter SMS or DMS information (DMS defaults shown).

SMS

Enter values for one of the following:

! Drive that contains the AR System database installation folder. The default value is specified in the dftdbpath parameter in the DB2 database configuration.

! Destination path for the container—Absolute or relative (to the database directory) location for the container. Make sure that no other directories or files are stored in this location.

Note: If you enter a drive for the User tablespace, you will not need to reenter the drive information for the Catalog and Temporary tablespaces.

! SMS

Default drive

________________

Destination path

________________

DMS

! Size of the tablespace

Recommended: 1000 MB! DMS file name for tablespace—Name

of the file that will contain the tablespace. The installer uses this name when it creates the container.The DMS container must be a file.

! Destination path for the container—Absolute or relative directory location for the container. The relative directory you provide is relative to the database directory. Make sure that no other directories or files are stored in this location.


! DMS

Size

________________

File name

________________

Path

________________




Catalog tablespace—Specify Tablespace Settings


SMS




! SMS

Default drive

________________

Destination path

________________

DMS




Destination path for the container—Absolute or relative directory location for the container. The relative directory you provide is relative to the database directory. Make sure that no other directories or files are stored in this location

! DMS

Tablespaces size

________________

File name

________________

Path

________________




Temporary tablespace—Specify Tablespace Settings


SMS




SMS is the recommended option for TEMPSPACE1 tablespace, because the system will free space as necessary.

! SMS

Default drive

________________

Destination path

________________

DMS




! Destination path for the container—Absolute or relative directory location for the container. The relative directory you provide is relative to the database directory. Make sure that no other directories or files are stored in this location.

! DMS

Tablespaces size

________________

File name

________________

Path

________________




Completing the installationEnter the information to complete the AR System installation.

When you click Next, the installer displays installation messages and error messages, if any.

Postinstallation stepsIf you installed centralized preferences forms, or will use the reporting forms, enable these forms.


Startup Settings Choose whether to start up the AR System automatically or manually.

! Automatic start

! Manual start

Summary Review your choices.


Chapter

5
Installing AR System with MS SQL
This chapter explains how to install the AR System with an MS SQL database.

This chapter is divided into the following sections:




! Worksheet for installing AR System with MS SQL (page 82)

! Postinstallation steps (page 95)

Installing AR System with MS SQL ! 79


Background

During the installation, the AR System installer prompts you to enter or choose AR System information, including information about the AR System database that is created. This chapter provides basic information you will need to make the choices, and worksheets to record your choices and to guide you through the installation process.

For more information on the concepts related to your installation choices, see Chapter 3, “Choosing server options and preparing the environment.”


This section describes the preinstallation steps you should follow before you install AR System.

What Where Comments

Install MS SQL database. Either 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.

Install MS SQL clients. Remote installsInstall the MS SQL clients on the same computer as the AR System server.

Exit all Windows programs.

Web services option

If you plan to install web services, add the path of the Java jvm.dll library to the PATH environment variable.

RuntimeLib tag of the Registry:HKLM\SOFTWARE\JavaSoft\Java Runtime Environment\1.4

80 "Chapter 5—Installing AR System with MS SQL



This section explains how to access the installation software.

" To access the software from the CD:

1 Log in to Windows as an administrator and insert the CD into the drive.

If autorun is enabled, the CD browser opens.

2 Click AR System Server.

If the CD browser does not start, run the server installer, server.exe.

" To access the software from ESD:

1 If you downloaded Action Request System to a location where you will not install Action Request System, copy the downloaded directory and its contents to the computer where you will install Action Request System. For example, if you used the Solaris Sm@rtCert client to download the Action Request System for Windows, copy the directory and its contents to your Windows computer.

Prepare your database to accept Unicode.

New and overwrite installsYour existing database is overwritten with the corresponding Unicode character set.

Upgrade installsConfigure your database to accept the new Unicode character set and migrate the existing data to the new Unicode database structure.



Windows domain

Log in to the domain.

Log in as Windows Domain Administrator to install the AR System.

If your computer is not part of a Windows domain, you must log in as an administrator for the local system.

The user account must have administrator permissions to install the AR System server.

What Where Comments



2 From the download directory, run the file server.exe.


Worksheet for installing AR System with MS SQL

After you perform the preinstallation steps, record values you will need to enter during the installation in this worksheet. Then use this worksheet as your installation instructions. The rows in the worksheet show screenshots and screen names, and explain the information that you must enter in each screen, depending on the type of installation. For example, upgrade-related screens will not apply if you are performing an overwrite install. Click Next after you have entered the requested information.











AR System name:

________________

Worksheet for installing AR System with MS SQL ! 83








Portmapper?

! Yes

! No

Port numbers:

AR System

________________

Plug-in

________________






! API

! Samples




Language:

________________










! AREA

! ARDBC

! Web services

! BMC portal

! SNMP




URL

________________








Port address

________________




System location

________________

Contact info

________________




! Community mode

! User mode





Read-only string

________________

Read-write string

________________







number.

! Enable traps

Trap type

! SNMPv1

! SNMP v2c

Name/IP address

________________

Trap community

________________

Port number

________________










User name

________________

Access mode

________________


________________





packet.

! Enable algorithm


________________

Encryption type

________________


________________






number.

! Enable traps

Trap type

! SNMPv1

! SNMP v2c

Name/IP address

________________

Port number

________________








Upgrade or overwrite installsInstall the new version into the directory of the existing server.


Select Database Select the button that corresponds to the type of database that will support AR System.


Note: You will get an error message if the corresponding database client is not installed on your system.



The Unicode type for the MS SQL database is UTF-16.




MSSQL Database Server Remote installsSelect the remote checkbox.

Choose the server name from the list.




name of the administrator who has permission to create the AR System database and database forms.

Default: ARAdmin! AR System user password—Password



Note: If the user name and tablespace were created before this installation, they will be overwritten with the information you enter in this screen.




Upgrade or overwriteExisting Database

Choose to upgrade, overwrite, or share the existing AR System database.

To preserve data integrity, the AR System uninstallers do not remove database files.

! Upgrade—Upgrades the existing AR System database, including form and field information. After you choose this option, go to “Completing the installation” on page 94.

! Overwrite—Deletes and replaces the AR System database, and imports new forms.Export the AR System data and definitions before you overwrite the existing database to back up information you need to keep.

! Share—Preserves data, installs server executables and related files, and enables shared access to the AR System database. Configure shared servers to belong to the same server group.

Password Information If the installer does not find a database with the AR System database name, user name, and password you supplied earlier in the procedure, this screen appears to:

! Allow you to confirm that you are performing a new install. If you are not performing a new install and you are overwriting or upgrading, reenter the information. If you see this screen again after you reenter the information, check with your database administrator for the correction information.

! Warn you that the password information you entered in a previous step will be overwritten with the default password.




OverwritePassword Information

If you are overwriting an AR System database, this screen appears to warn you that the password information you entered in a previous step will be overwritten by the default password.

New or overwriteMicrosoft SQL Server Settings

Enter MS SQL server information:

! SA user name

Default: sa! SA password

Windows authentication

! Authentication password—Password to verify permission to install AR System.

! Authentication domain—Domain to verify permission to install AR System.

! Add user to domainMS SQL Server 7.0 database:

Install the database server and the AR System server on the same domain.




New or overwriteNew AR System Server Database Settings

Enter AR System database information:

! Data file—Path to, and name of, the data file that will contain the AR System database.Store the data and log on separate devices in the database. The devices must be on physically separate disks for best performance and recoverability.

! Database initial size (MB)—Size of the data file that contains the AR System database.

Default: 100 MB! Log file—Path to, and name of, the

database log.Store the data and log on separate devices in the database. The devices must be on physically separate disks for best performance and recoverability.

! Log initial size (MB)—Size of the log file.

Default: 50 MBIt is recommended that you set the log file size to 50 percent of the AR System database size, or, at least as large as your largest single form.

Choose AR System Server Startup Settings

Choose whether to start up the AR System automatically or manually.




Completing the installationEnter the information to complete the AR System installation..




! Automatic start

! Manual start

Summary Optional: Review your choices.



Postinstallation steps

This section describes postinstallation steps.

Installing in a non-English languageIf you are installing in a language other than English, you must disable the automatic conversion option.

" To disable automatic conversion:

1 Choose Start > Programs > MS SQL Server > Client Network Utility.

2 Click the OLE DB Options tab.

3 Deselect the Automatic ANSI to OEM conversion box.

Enabling formsIf you installed centralized preferences forms, or will use the reporting forms, enable these forms.

Postinstallation steps ! 95

Chapter

6
Installing AR System with Informix and Sybase
This chapter describes how to install AR System on Informix and Sybase.


! Installing AR System with an Informix database (page 98)


! Installing AR System with a Sybase database (page 106)

Installing AR System with Informix and Sybase ! 97


Installing AR System with an Informix database

This section describes preinstallation steps specific for your database and includes a worksheet that contains the information you need to install AR System.

Note: Informix does not support Linux.

Preparing your Informix databaseComplete these steps before you install AR System. Some steps require database administrator privileges.

What Where Comments

Install ESQL/C libraries. Informix installation directory. For shared libraries only.

Specify 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

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

For AIX and HP-UX:

onsoctcp

For Solaris:

ontlitcp

See the Informix database documentation for instructions.

UpgradeTurn off data replication.

Turn data replication back on after you install AR System.

Accessing an external database through direct SQL only: Set options.

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

98 "Chapter 6—Installing AR System with Informix and Sybase


Note: If you install AR System 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.







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

Prepare your database to support Unicode.

New installsSet the database or database instance character to Unicode before you run AR System installer, to create a Unicode database.

UpgradesConfigure your database to accept the new Unicode character set, then migrate the existing data to the new Unicode database structure.


What Where Comments






# cd <platform>














http://www.gzip.org


Worksheet for installing AR System on UNIX with InformixAfter you perform the preinstallation steps, record values you will need to enter during the installation in this worksheet. Then use this worksheet as your installation instructions. Each row corresponds to an installation prompt that requires you to enter information. You might need to consult your database administrator or server administrator for this information.

Note: Use the worksheet as your installation instructions.



Basic AR System informations





Note: Only AR System server on the same host machine can be registered with a portmapper.







Sample forms and workflow. Sample application that demonstrates many AR System functions and features.





BMC portal Plug-in that enables authentication of user names and passwords against a BMC Portal user database.

SNMP configuration

SNMP port Unique port address that network management stations use to connect to the Agent.


System Information:


Location

____________


_____________

Authentication



! Community



Read-only string

____________




Read-write string

____________










! Read-only

! Read-write




! Read-only

! Read-write












__________________



Encryption type

__________________



Key password

__________________




__________________






Name or IP address

__________________


__________________



! Web services



__________________

Type of database Type of database that exists on your computer.

Unicode Choose whether to use Unicode. ! Unicode enabled

Informix database information

Informix home directory path

Path to the installation directory of the Informix database.

Default$INFORMIXDIR

Informix configuration file name

Path to the configuration directory for the Informix database.

Defaultonconfig

Database server name Remote installs only.

Fully qualified system name.

Obtain the system name from the $INFORMIXDIR/ETC/SQLHOSTS file.

Database driver Defaultroot







Note: You can change the AR System database name in the Db-name parameter (located in the ar.conf file) to allow connection to a different AR System database. For more information, see the Configuring AR System guide.

Defaults:

New installs ARSystemUpgrade or overwrite installs Pre-existing AR System database name from your previous installation.


The administrator who has permission to create the AR System database.

DefaultaradminThis user can also create forms on the AR System database.

New installations: The installer creates the AR System database user name you specify, its corresponding password (see next item in this table), and the AR System database (tablespace).

Upgrades: The installer uses the existing AR System database user name and password.

Upgrade or overwrite: If the user name and tablespace were created before you install, they will be overwritten during installation.





Postinstallation stepsUpgrades: If you turned data replication off, turn it back on.

Installing AR System with a Sybase database

This section describes preinstallation steps specific for your database and includes a worksheet that contains the information you need to install AR System.



DefaultAR#Admin#

Upgrades: You will not need to enter the database system password.

Note: After you install the AR System server, you can change the AR System database user password in Remedy Administrator. See the Remedy Administrator online help for more information.





Directory

__________________



! Start manually




Preparing your Sybase databaseThe following table describes the preinstallation steps for your Sybase database. These steps are usually performed by a user who has database administrator privileges.

What Where Comments

Set the DSQUERY environment variable.

Set this variable to:DSQUERY=<sybase_server>;export DSQUERY

Note: The example shown is in Bourne shell.

Set the SYBASE environment variable.

Set this variable to:SYBASE=<sybase_install_dir>;export SYBASE

Note: The example shown is in Bourne shell.

Set the SYBASE environment variable.

Run the SYBASE.sh script. Change directories to the Sybase home directory ($SYBASE) and run the . ./SYBASE.sh command to set the remaining variables.

Run the SYBASE.sh script.

Set the SYBASE_OCS variable.

Set this variable to:<path to the directory of the supported libraries>/OCS-<supported_version>

Set the SYBASE_OCS variable.

Set the SYBASE_ASE variable.

Set this variable to:<path to the directory of the supported libraries>/ASE-<supported_version>

Set the SYBASE_ASE variable.

Install client libraries. Install the supported client libraries.

Installing AR System with a Sybase database ! 107


Worksheet for installing AR System on UNIX with SybaseAfter you perform the preinstallation steps, record values you will need to enter during the installation in this worksheet. Then use this worksheet as your installation instructions. Each row corresponds to an installation prompt that requires you to enter information. You might need to consult your database administrator or server administrator for this information.

Note: Use the worksheet as your installation instructions.



Basic AR System informations
















SNMP configuration



System Information:


Location

____________


_____________

Authentication



! Community



Read-only string

____________




Read-write string

____________










! Read-only

! Read-write




! Read-only

! Read-write












__________________



Encryption type

__________________



Key password

__________________




__________________






Name or IP address

__________________


__________________



! Web services



__________________


Unicode Choose whether to use Unicode.

Note: Your Sybase instance must already be configured to support the UTF-8 UNICODE character set.

! Unicode enabled

Sybase database information

Sybase home directory name Directory where the Sybase database files are installed.

Default/data1/sybase/<database_version>

Sybase server name Name of the Sybase database instance. This name can be changed to $DSQUERY, for example, to identify the server.

DefaultSYBASE








Defaults:

New installs ARSystemUpgrade or overwrite installs Pre-existing AR System database name from your previous installation.


The administrator who has permission to create the AR System database.

DefaultaradminThis user can also create forms on the AR System database.

New installations: The installer creates the AR System database user name you specify, its corresponding password (see next item in this table), and the AR System database (tablespace).

Upgrades: The installer uses the existing AR System database user name and password.

Upgrade or overwrite: If the user name and tablespace were created before you install, they will be overwritten during installation.




The installer displays file installation messages and an installation completion message.



DefaultAR#Admin#Upgrades: You will not need to enter the database system password.


Sybase database administrator user name

User name of the Sybase database administrator.

This user name was designated when you installed the Sybase database.

Defaultsa

Sybase database administrator password

Password for the Sybase database administrator.

This password was designated when you installed the Sybase database.

Sybase device Database device where the AR System database will be installed (if applicable).

Log device Log device where the AR System database will be installed (if applicable).

Log device size Size of the log device (if applicable).

Default50





Directory

__________________



! Start manually



Chapter

7
Installing AR System with Oracle
This chapter describes how to install AR System with an Oracle database.



! UNIX—Installing AR System with Oracle (page 116)


! Windows—Installing AR System with Oracle (page 130)

! Postinstallation steps (page 149)

Installing AR System with Oracle ! 115


Background

During the installation, the AR System installer prompts you to enter or choose AR System information, including information about the AR System database that is created. This chapter provides basic information you will need to make the choices, and worksheets to record your choices and to guide you through the installation process.


UNIX—Installing AR System with Oracle

This section contains preinstallation steps and installation worksheets.

Preinstallation stepsComplete these steps before you install AR System. Some steps require database administrator privileges.

Preparing your system

What Where Comments






116 "Chapter 7—Installing AR System with Oracle


Preparing your Oracle databaseAfter you review the documentation and do system-related tasks, perform the database-related tasks in this section. These steps are usually performed by database administrators.

Create instances, directories, and directory owners

The following table describes the instances, directories, and directory owners that database administrators should create and set before installing AR System.

Upgrade or overwrite installsDefine a unique name for each AR System server you want to overwrite, upgrade, or share.


Prepare your system to accept Unicode.

New installsSet your database or database instance character to Unicode before you run AR System installer, to create a Unicode database.

UpgradesConfigure your database to accept the new Unicode character set and migrate the existing data to the new Unicode database structure.


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

What Where Comments

What Where Comments

Create instances, files, directories, and directory owners

At least one instance of the Oracle database.

On the Oracle database.

UNIX—Installing AR System with Oracle ! 117


Install and configure database components

The following table describes the database components database administrators should install and configure before installing AR System.

tnsnames.ora file and enter connection strings for every remote database instance.

$ORACLE_HOME/network/admin directory.

The alias connection string enables applications to connect to the Oracle database.

$ORACLE_HOME directory

Same computer as the AR System server.

For Solaris:

/usr/lib:/usr/ucblib:$ORACLE_HOME/libFor HP-UX:

/lib:/usr/lib:$ORACLE_HOME/libFor AIX:

/lib:/usr/lib:$ORACLE_HOME/lib

Install a compatible Oracle client in this directory.

The client must be installed and configured on the local computer.

network subdirectory $ORACLE_HOME directory. This directory contains the admin subdirectory, which is the location of the tnsnames.ora file.

admin subdirectory $ORACLE_HOME/network directory. This directory contains the tnsnames.ora file. For more information, see the TWO_TASK environment variable information in the “Set environment variables” table on page 119.

What Where Comments

What Where Comments

Install and configure database components

Oracle database Same computer as the AR System server or on a remote computer.

Install the Oracle database and the Oracle client into different directories.

You should install the Oracle database before you install AR System.

Oracle client Same computer as the AR System server. Install the client into the $ORACLE_HOME directory.

You should install the Oracle client before you install AR System.

Note: AR System 6.3 requires the 9i R2 Oracle client.



Create accounts and groups

The following table describes the accounts and groups you should create before installing AR System.

Set environment variables

The following table describes the environment variables you should set before you install AR System. You might need to obtain some of this information from your DBA.

What Where Comments

Create accounts and groups

Make the user Oracle the owner of the $ORACLE_HOME directory.

Create an Oracle password account.

Create the password in: /etc/password or /etc/group.

Create a Database Administrator group.

Give the group database administrator privileges.

What Value to set or add Comments

ORACLE_HOME <$ORACLE_HOME_directory_path>

This variable points to the directory where the Oracle client is installed.

ORACLE_SID <Oracle_db_instance_ID> This variable is the system identifier (SID) of the Oracle database instance. The SID was set when you created the instance.

ORA_NLS33 $ORACLE_HOME/ocommon/nls/admin/data

The Oracle client uses the values in this environment variable to access the *.nlb files. The *.nlb files are required when you use a character set that is not the US7ASCII character set.

PATH Add:

$ORACLE_HOME/binThe sql*net service uses this value to find the Oracle binary file when the AR System attempts to establish a connection to the Oracle database.

UNIX—Installing AR System with Oracle ! 119


Check connections

Use the tnsping command to ping the Oracle SID environment variable to check the connection between the Oracle database and the Oracle client. You should establish a connection before you can install AR System.

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

TWO_TASK <alias in the tnsnames.ora file> Remote installsThe tnsnames.ora file is located in the $ORACLE_HOME/network/admin directory. The file contains an alias connection string that enables the applications to connect to the Oracle database.

For Solaris:

LD_LIBRARY_PATH

(/usr/lib:/usr/ucblib)

For HP-UX:

SHLIB_PATH

(/lib:/usr/lib)

For AIX:

LIBPATH

(/lib:/usr/lib)

Add:

$ORACLE_HOME/binThese files contain the paths to the Oracle dynamically linked libraries (dlls).

TNS_ADMIN Set to:

<directory_containing_the tnsnames.ora_file>

Usually, the directory is:

$ORACLE_HOME/network directory.

Set this variable only if you do not want to put the tnsnames.ora file in the $ORACLE_HOME/network/admin directory.




Check rollback segments and Undo spacesOracle 8i uses rollback segments that can be configured as private rollback segments. Oracle 9i uses undo segments that are managed by the database and cannot be private. Oracle 9i can use rollback segments if the Undo Management option is set to MANUAL.

If you use Oracle 9i, the installer detects which Undo Management mode is used and, if the mode is AUTO, prompts for Undo Tablespace information.

Rollback segments hold information about transactions related to the size or amount of updating or creating that happens at any given time. Transaction size will be affected by the number of concurrent users and the AR System configuration.

You should use a separate private rollback segment for each AR System database, and each private rollback segment should be placed in a private tablespace.

For a new installation, a private rollback segment is created by the installer. The default name is ARSystemRoll.

For an upgrade, the existing private rollback segment is used. You should use an existing rollback segment only if you are overwriting or upgrading an existing database.












# cd <platform>














http://www.gzip.org


Worksheet for installing AR System on UNIX with OracleAfter you perform the preinstallation steps, record values you will need to enter during the installation in this worksheet. Then use this worksheet as your installation instructions. Each row corresponds to an installation prompt that requires you to enter information. You might need to consult your database administrator or server administrator for this information.

Enter basic AR System and component information

Use this section of the worksheet to enter your basic AR System and component information.


Basic AR System information














BMC portal Plug-in that enables authentication of user names and passwords against a BMC Portal user database



SNMP configuration



System Information:


Location

____________


_____________

Authentication



! Community



Read-only string

____________




Read-write string

____________








Location

____________


_____________

Authentication



! Community



Read-only string

____________




Read-write string

____________




__________________





Oracle database and AR System database informationUse this worksheet to record installation information for the Oracle and AR System database.


Name or IP address of the system that receives the traps. Name or IP address

__________________


__________________



! Web services



__________________


Unicode Choose whether to use Unicode. ! Unicode enabled




Information Comments Your values

Oracle database information

Oracle $ORACLE_HOME directory The path to the $ORACLE_HOME directory. This directory will contain the AR System database (tablespace).

Oracle system identifier (SID) The system identifier (SID) of the instance on the Oracle database.

Value of the TWO_TASK environment variable

Remote installs only.

Value is: <alias in the tnsnames.ora file>


AR System database name This is the name of the AR System database, which is also the tablespace in the Oracle database instance.

The installer prompts you for this information to create the tablespace (new installs) or to know which existing tablespace the newly installed AR System will connect to (upgrade or overwrite).


If there is a pre-existing AR System database name and corresponding user name, and you want to connect to a different AR System database during this installation, the pre-exiting information will be overwritten during installation.

Default values:

New installs—ARSystemUpgrade or overwrite installs—Pre-existing AR System database name from your previous installation.



AR System database user name The administrator who has permission to create the AR System database (tablespace) mentioned in the preceding table entry. Also known as the AR User Name.

This user can also create forms on the AR System database (tablespace).

Use the Db-user parameter to specify the database user. The database uses the default tablespace for the user you specify.

New installationsThe installer creates the AR System database user name you specify, its corresponding password (see next item in this table), and the AR System database (tablespace).

UpgradesThe installer uses the existing AR System database user name and password.

Upgrade or overwriteIf the user name and tablespace were created before you install, they will be overwritten during installation.

Default value: aradmin

AR System database user password The password that corresponds to the AR System database user name.

UpgradesYou will not need to enter the database system password.


Default value: AR#Admin#

AR System database file name The name of the file that will contain the AR System database. Also known as the tablespace file name.

Default value: $ORACLE_HOME/dbs/arsys1




AR System database (tablespace) file size The size of the file that will contain the AR System database.

Default value: 300 MB

Temporary tablespace name The name of the temporary tablespace that the installer creates. The AR System server uses this tablespace to store temporary information.

The AR System server uses temporary tablespace to store temporary information, such as query sorting information.

If a temporary tablespace has already been created (if an earlier version of AR System was installed on this computer), the installer will use the existing temporary tablespace.

Temporary tablespace file name Create a file to hold the temporary tablespace. If an earlier version of AR System is installed on your machine, the installer uses the existing temporary tablespace information.

Temporary tablespace size Default value: 100 MB

Temporary tablespace file path Path to the temporary tablespace file.

Default value: $ORACLE_HOME/dbs/artmpsps




Complete the installationUse this section of the worksheet to complete your installation.

Windows—Installing AR System with Oracle

This section contains preinstallation steps and installation worksheets. For more information on the concepts related to your installation choices, see Chapter 3, “Choosing server options and preparing the environment.”

Restart your system after you make changes to your Oracle database.

Preparing the systemComplete these steps before you install AR System. Some steps require database administrator privileges.

Information Description Your values




The default value is /usr/ar/<machine_name>.

Directory

__________________

System startup file Starts AR System services automatically after reboot. ! Start automatically

! Start manually



Prepare your systemThe following table describes the general system-related issues to consider before you install AR System.

What Where Comments

General issues



! AR System server:120! AR System database: 300! API: 10



Upgrade, overwrite, or shareDefine a unique name for each AR System server you want to overwrite, upgrade, or share.


Web services option:

If plan to install web services, add the path of the Java jvm.dll library to the PATH environment variable.

RuntimeLib tag of the Registry:HKLM\SOFTWARE\JavaSoft\Java Runtime Environment\1.4

Windows—Installing AR System with Oracle ! 131


Preparing your Oracle databaseAfter you review the documentation and do system-related tasks, perform the database-related tasks in this section.

BackgroundTypically, database administrators create instances, directories and groups, and install the Oracle database and Oracle client before proceeding with the AR System installation. These administrators have permissions to install the Oracle database; create database instances; create the AR System database (tablespace); create, delete, or modify forms; and search the database or submit data through forms.

The information in these tables applies to both local and remote instances of the Oracle database, unless otherwise noted.

Prepare your system to accept Unicode.

New installsSet your database or database instance character to Unicode before you run AR System installer, to create a Unicode database.

UpgradesConfigure your database to accept the new Unicode character set and migrate the existing data to the new Unicode database structure.


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

Verify that the system has rollback segments or Undo tablespaces.

Verify either that there is at least one existing Oracle rollback segment (depending on your configuration) with at least another 5 MB available other than the system segment, or that the database is configured for Undo Management.

What Where Comments



Remote installsOn Windows, AR System 6.3 dynamically links to the Oracle libraries. If you are installing on a remote computer, the Oracle database must be running on the remote computer, and the local computer must be configured to log on to the remote computer with an appropriate connect string.

If the Oracle database server is running Oracle 8 using the Oracle 9i compatible mode, SQL*Net 8 for Windows must be installed and configured on the local computer where you are installing the AR System server.

If the Oracle database server is running Oracle 9 using the Oracle 9i compatible mode, SQL*Net 9 for Windows must be installed and configured on the local computer where you will install the AR System server.

Rollback segments and Undo spacesOracle 8i uses rollback segments that can be configured as private rollback segments. Oracle 9i uses undo segments that are managed by the database and cannot be private. Oracle 9i can use rollback segments if the Undo Management option is set to MANUAL.

If you use Oracle 9i, the installer detects which Undo Management mode is used and, if the mode is AUTO, prompts for Undo Tablespace information.

Rollback segments hold information about transactions related to the size or amount of updating or creating that happens at any given time. Transaction size will be affected by the number of concurrent users and the AR System configuration.

You should use a separate private rollback segment for each AR System database, and each private rollback segment should be placed in a private tablespace.

For a new installation, a private rollback segment is created by the installer. The default name is ARSystemRoll.

For an upgrade, the existing private rollback segment is used. You should use an existing rollback segment only if you are overwriting or upgrading an existing database.



Create instances, directories, and directory ownersThe following table describes the instances, directories, and directory owners you must create and set before you install AR System.

Install and configure database componentsThe following table describes the database components you must install and configure before you install AR System.

What Where Comments

Create instances, aliases, files, directories, and directory owners

At least one instance of the Oracle database

On the Oracle database Only database administrators can create instances.

Alias connection string Net Configuration Assistant The alias connection string enables applications to connect to the Oracle database.

$ORACLE_HOME directory

Same computer as the AR System server Install the Oracle client in this directory.

For both local and remote installs, install the Oracle client on the same system where you will install the AR System.

What Where Comments

Oracle database Same computer as the AR System server or on a remote computer.

Install the Oracle database and the Oracle client into different directories.

Install the Oracle database before you install AR System.

Oracle client Same computer as the AR System server. Install the client into the $ORACLE_HOME directory.

Install the Oracle client before you install AR System.

Note: AR System 6.3 requires the 9i R2 Oracle client.



Set environment variablesThe following table describes the environment variables you must set before you install AR System. You might need to obtain some of this information from your database administrator.


Set environment variables

ORACLE_HOME <$ORACLE_HOME_directory_path> This variable points to the directory where the Oracle client is installed.

ORACLE_SID <Oracle_db_instance_ID> This variable is the system identifier (SID) of the instance on the Oracle database.

ORA_NLS33 $ORACLE_HOME\ocommon\nls\admin\data

The Oracle client uses the values in this environment variable to access the *.nlb files. The *.nlb files are required when you use a character set that is not the US7ASCII character set.

PATH Add:

$ORACLE_HOME\binThe sql*net service uses this value to find the Oracle binary file when the AR System attempts to establish a connection to the Oracle database.

TWO_TASK <alias in the tnsnames.ora file> Remote installsThe tnsnames.ora file is located in the $ORACLE_HOME\network\admin directory. The file contains an alias connection string that enables the applications to connect to the Oracle database.



Check connections Check the connection between the Oracle database and the Oracle client. You must establish a connection before you can install AR System.

Worksheet for installing AR System on Windows with OracleAfter you perform the preinstallation steps, record values you will need to enter during the installation in this worksheet. Then use this worksheet as your installation instructions. The rows in the worksheet show screenshots and screen names, and explain the information that you must enter in each screen, depending on the type of installation. For example, upgrade-related screens will not apply if you are performing an overwrite install. Click Next after you have entered the requested information.



PATH Add:

! $ORACLE_HOME\bin! Path of the Java jvm.dll library, if you are

installing web services.

The bin directory contains the path to the Oracle binary files.

TNS_ADMIN Set to:

<directory_containing_the tnsnames.ora_file>

Usually, the directory is:

$ORACLE_HOME\network directory.

Set this variable only if you do not want to put the tnsnames.ora file in the $ORACLE_HOME\network\admin directory.










AR System name:

________________









Portmapper?

! Yes

! No

Port numbers:

AR System

________________

Plug-in

________________






! API

! Samples




Language:

________________










! AREA

! ARDBC

! Web services

! BMC portal

! SNMP




URL

________________








Port address

________________




System location

________________

Contact info

________________




! Community mode

! User mode





Read-only string

________________

Read-write string

________________







number.

! Enable traps

Trap type

! SNMPv1

! SNMP v2c

Name/IP address

________________

Trap community

________________

Port number

________________










User name

________________

Access mode

________________


________________





packet.

! Enable algorithm


________________

Encryption type

________________


________________






number.

! Enable traps

Trap type

! SNMPv1

! SNMP v2c

Name/IP address

________________

Port number

________________








Upgrade or overwriteInstall the new version into the directory of the existing server.


Select Database Click the button that corresponds to the type of database that will support AR System.


Note: You will get an error message if you do not have the chosen database installed on your system. Cancel the installation, install the database, and restart the installation program.



The Unicode type for the Oracle database is UTF-8.




Oracle Database Settings RemoteSelect the remote checkbox and enter the Oracle connect string (alias connection string). The alias connection string enables applications to connect to the remote Oracle database.

LocalEnter the system identifier for the Oracle database instance.




name of the administrator who has permission to create the AR System database and database forms.

Default: ARAdmin! AR System user password—Password



Note: If the user name and tablespace were created before this installation, they will be overwritten with the information you enter in this screen.




Upgrade or overwriteExisting Database

Choose to upgrade, overwrite, or share the existing AR System database.

To preserve data integrity, the AR System uninstallers do not remove database files.

! Upgrade—Upgrades the existing AR System database, including form and field information. After you choose this option, go to “Completing the installation” on page 149.

! Overwrite—Deletes and replaces the AR System database, and imports new forms.Export the AR System data and definitions before you overwrite the existing database to back up information you need to keep.

! Share—Preserves data, installs server executables and related files, and enables shared access to the AR System database. Configure shared servers to belong to the same server group.

Password Information If the installer does not find a database with the AR System database name, user name, and password you supplied earlier in the procedure, this screen appears to:

! Allow you to confirm that you are performing a new install. If you are not performing a new install and you are overwriting or upgrading, reenter the information. If you see this screen again after you reenter the information, check with your database administrator for the correction information.

! Warn you that the password information you entered in a previous step will be overwritten with the default password.




OverwritePassword Information

If you are overwriting an AR System database, this screen appears to warn you that the password information you entered in a previous step will be overwritten by the default password.

New or overwrite installs Oracle DBA Password

Enter the Oracle database administrator’s user name and password that you designated when you created the Oracle database.




New or overwrite installsAR System Server Database Settings (tablespaces and temporary tablespaces)

Enter the following tablespace (AR System database) information:

! Path to the file that holds the tablespace. Default: $ORACLE_HOME\dbs\arsys1

! Tablespace size.

Default: 300 MBEnter the following information for the temporary tablespace that the installer creates during this installation:

! Tablespace name.

Default: artmpf! Name of the file that holds the

temporary tablespace, if you do not want to use an existing tablespace. If an earlier version of the AR System is installed on your machine, the installer uses the existing temporary tablespace information.

! Tablespace size.

Default: 100 MBThe AR System server uses temporary tablespace to store temporary information, such as query sorting information.

If a temporary tablespace has already been created (if an earlier version of AR System was installed on this computer), the installer will use the existing temporary tablespace.




New or overwrite installsAR System Server Database Settings (rollback and undo tablespaces)

Enter the information for either a rollback segment or undo tablespace. This space contains transactions that are pending either a roll back or a commit-change action.

Rollback segments:

! Rollback segment name.

Default: ARSystemrollUndo tablespace:

! Undo tablespace name.

Default: ARUNDOTBS1! Undo tablespace size.

Default: 50 MB




Completing the installationEnter the information to complete the AR System installation..


Postinstallation steps

Add the private rollback segment name to the init<Oracle_SID>.ora file, located in the %ORACLE_HOME%/dbs directory. You must stop and restart the Oracle database for this change to take effect.



! Automatic start

! Manual start

Summary Optional: Review your choices.

Postinstallation steps ! 149

Chapter

8
Preparing to install Remedy Mid Tier
This chapter describes the preinstallation steps you should complete before you install the mid tier. Use these instructions in conjunction with the mid-tier and ServletExec installation checklists at the end of this chapter.

After you install the mid tier, see the postinstallation steps at the end of the installation procedures.

Note: Read the Release Notes before you perform any of the steps in this chapter.

This chapter is divided into the following sections:


! Reviewing documentation (page 152)

! Installing components and patches for the mid tier (page 153)

! UNIX—Completing third-party preinstallation tasks for the mid tier (page 155)

! Windows—Completing third-party preinstallation tasks (page 158)

! Disabling the Sun One web server and internal Java (page 159)

! Preinstallation steps for installing ServletExec on Windows (page 161)

! Windows—Upgrading or overwriting the mid tier (page 161)

! Worksheets (page 161)

After you install the mid tier, see the Configuring AR System guide for information on how to configure it.

Preparing to install Remedy Mid Tier ! 151


Background

Remedy Mid Tier enables users to access AR System forms and applications through browsers.

The mid tier resides on the web server computer. Typically, the mid tier is not installed on the same computer as the AR System server, because the mid tier is designed to communicate with multiple AR System servers. Depending on your configuration, you might install multiple mid tiers for additional scalability.

You can configure the mid tier and the AR System servers that communicate with the mid tier in Remedy Configuration Tool. This tool is installed with the mid tier.

The mid tier requires 120000 KB of free disk space during installation and 40000 KB after installation.

Remedy Mid Tier installer performs the following tasks:

! Creates the installation directory, if required.

! Places mid-tier files and directories in the correct locations.

! Installs and registers ServletExec 5.0 (optional).

! Windows: Installs the required DLLs and sets up the driver for Crystal Reports.

Reviewing documentation

Before you complete any pre-installation tasks, review the following documentation.

What Where Comments

Version 6.3-specific information on open issues, localization, and other AR System information.

Action Request System 6.3 Release Notes:


You must log in to the Customer Support Web site to access the matrix.

Most current product compatibility information.

Product Compatibility Matrix:

http://supportweb.remedy.comYou must log in to the Customer Support Web site to access the matrix.

152 "Chapter 8—Preparing to install Remedy Mid Tier




Installing components and patches for the mid tier

Install the supported components described in this section before you install the mid tier. See the preinstallation considerations (if any) for these components in the sections that follow:

! Java Software Developer’s Kit (SDK)

Install the Java 2 SDK before you install the web server.

Note: Recommended: Install the SDK into the /usr/java directory. If you install the SDK into another directory, and then you install ServletExec, you might need to make manual changes to your ServletExec configuration after the installation.

Java 2 SDK is available from http://java.sun.com

! Web server

The web server must be running before you install the mid tier.

! Browser

! AR System server

The server can be installed locally, but the mid tier is typically installed on a separate computer with network access to the server.

! Windows: Crystal Web Component Server, if you will use Crystal Reports on the web.

Crystal Web Component Server, which requires advance configuration, is available from http://www.crystaldecisions.com/

Upgrade and overwrite considerations.

Chapter 3, “Choosing server options and preparing the environment”

Use this information to decide whether to upgrade or overwrite your previous installation.

Postinstallation configuration information.

Configuring AR System guide Use this information to decide whether to configure components during installation.

What Where Comments

Installing components and patches for the mid tier ! 153

http://java.sun.com

http://www.crystaldecisions.net


Crystal Web Components Server can be installed remotely. If it is not installed locally, you will need to 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.

Note: You must purchase and install the supported version of Crystal Reports or Crystal Enterprise. You do not need to install the Crystal Reports designer if you use Crystal Enterprise.

! Home Page server (optional)

The home-page form, which is automatically generated when you open Remedy User or a web browser, displays entry points on a given server or server group. The home-page server must be configured as a home-page server and must be an AR System server.

See the Developing AR System Applications: Advanced guide and the Configuring AR System guide for more information on home pages.

! Preference server (optional)

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.

! Java Server Pages (JSP) engine

If you are not using ServletExec 5.0, which is bundled with the mid-tier installation, you must install and enable your supported JSP engine before you install the mid tier.

Basic testing has been performed using several of the major JSP engines, but full functionality cannot be guaranteed with a different JSP engine.

! Apache with ServletExec: Install the following before you install ServletExec and the mid tier:

! ANSI C compiler

! PERL software

! Install the appropriate patches for your configuration. For more information, see the Action Request System 6.3 Release Notes.



UNIX—Completing third-party preinstallation tasks for the mid tier

Complete the third-party preinstallation tasks in this section before you install the mid tier.

Preinstallation steps for Sun web servers with ServletExecComplete these tasks before you install the mid tier if you are using a Sun web server with ServletExec.

What Comments

If a Sun web server is not installed:

Install the Sun web server.

When you install the Sun web server:

! Choose the typical installation option.

! Include umask 077 in the web server start sequence to minimize security exposure.

! ServletExec AS: Choose a port number other than 8888 for the Sun web administrative server. ServletExec and the Sun web server administrative server both use port 8888 by default, and this cannot be changed during the ServletExec installation. Changing the port when you install the web server prevents conflicts.

If the Sun web server is already installed:

Change the Sun administrative-server and web-server ports.

To change the Sun web server administrative port number:

! Stop the Sun web server admin server.! Change the default Administrative server port number on

the Port line from 8888 to another number (such as 8080) in the following files:

For Sun web server: <Sun_web_server_install_dir>/https-adminserv/config/server.xml.

! Refresh the Web Server Administration Server page after you make changes, and if you are prompted to load configurations, do so.

! Restart the Sun web server.If you do not follow these guidelines, your web server might become corrupted.

UNIX—Completing third-party preinstallation tasks for the mid tier ! 155


Solaris and Windows

Obtain write privileges to the Sun One configuration file obj.conf.

The installer needs write privileges to:

! Configure the reports and attachments features.! Install the JSP engine as a plug-in.

For information on the obj.conf file, see the ServletExec User Guide, installed with ServletExec (<ServletExec_install_dir>/Documentation by default), or from the ServletExec web site athttp://www.servletexec.com.

Obtain permissions. Obtain root permissions to your computer.

Obtain login information Obtain the Sun web server user name, password, and administration server port number

The user name, password, and port number are necessary to access the Sun administration web server. These parameters are established when the Sun web server is installed.

Remove pre-5.0 ServletExec versions. Remove the existing directory before installing ServletExec 5.0 (recommended). Alternatively, you can rename your existing directory and install ServletExec 5.0 into another directory.

Disable Java for the Sun web server and deactivate the Sun web server servlet engine.

You must disable Java before you make changes to the configuration. See “Disabling the Sun One web server and internal Java” on page 159 for instructions.

What Comments


http://www.servletexec.com


Preinstallation steps for ApacheComplete the tasks in this section before you install the mid tier.

Preinstallation steps for HP-UX with WebLogicSet up the correct execute permissions in the WEB-INF/lib directory after you install the mid tier .war file on HP-UX with WebSphere.

What Comments

Verify permissions. 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.

ServletExec with Apache:

Change the default Group ID.

If the existing Remedy Mid Tier was installed with a Group ID value of #-1 (default), use one of the following commands to change the default Apache configuration file Group ID (which is located in the httpd.conf file), if applicable.

! Use this command if you already have ServletExec installed:chgid -R <group id> <ServletExec install directory>

! Use this command if ServletExec is not installed:chgid -R <group id> <midtier install directory>

Enter paths to the compiler and link editor.

Enter or verify that the compiler and link-editor specified by $CFG_CC and $CFG_LD_SHLIB in the apxs script are in the PATH environment variable.

Install ServletExec Patch 6. Install this patch from the ServletExec web site. You must make modifications to files after you install this patch. See the patch documentation for more information.

Install Apache. During installation, enable the DSO option.

Minimize security exposure. Include umask 077 in the web server start sequence.

Browsers might submit data that records user password information in the web server’s log file. This is a known security risk.

UNIX—Completing third-party preinstallation tasks for the mid tier ! 157


Windows—Completing third-party preinstallation tasks

This section describes the preinstallation tasks for third-party products that you should perform before you install the mid tier.

Preinstallation steps for the Sun One web serverComplete these tasks if you are using a Sun web server.

What Comments

Obtain account privileges. Obtain local Windows Administrator account privileges for the Web server box. You must be able to change registry entries. Otherwise, the Remedy Configuration Tool that is installed with the mid tier will not save changes.

If the Sun web server is not installed:

Install the Sun web server.

When you install the Sun web server:

! Choose the typical installation option.! ServletExec AS: Choose a port number other than 8888 for

the Administrative server. ServletExec and the Sun administrator web server both use port 8888 by default, and this cannot be changed during the ServletExec installation. Changing the port when you install the web server prevents conflicts.

If the Sun web server is already installed:

Change the administrative server port number.

To change the Sun web server port number:

1 Stop the Sun administrator web server.2 Change the port number on the Port line from 8888 to

another number (such as 8080) in the following files:

For Sun web server: <Sun_web_server_install_dir>/https-adminserv/config/server.xml.

3 Refresh the Web Server Administration Server page after you make changes, and if you are prompted to load configurations, do so. If you do not follow these guidelines, your web server might become corrupted.

4 Restart the Sun web server.

Note: If you do not follow these guidelines, your web server might become corrupted.

Disable Java for the Sun web server and deactivate the Sun web server servlet engine.

You must disable Java before you make changes to the configuration. See “Disabling the Sun One web server and internal Java” on page 159 for instructions.



Disabling the Sun One web server and internal Java

Skip these procedures if you are using the built-in the Sun JSP web server.

The following two procedures show you how to disable the Sun JSP web server and deactivate the Sun web server servlet engine on UNIX and Windows, and disable internal Java. If you do not switch off these Sun web server features, the mid tier will not work, because the mid tier uses the ServletExec JSP engine that is bundled with the mid tier.

Warning: You should stop the Sun web server before you make any changes to the configuration. In addition, after you make changes, you should refresh the Web Server Administration Server page, and if you are prompted to load configurations, do so. If you do not follow these guidelines, your web server could become corrupted.

" To disable the Sun web server JSP and Servlet engine:

1 If it is not installed, install the Sun web server using the “typical” option.

2 Access the administration page.

a Open a browser.

b Enter http://<host_name>:<port_number>.

For example: http://myserver.mydomain.com:8050.

The Manager Servers screen appears. Your server should be listed in the Select a Server field.

3 If you have two or more web servers, choose the target web server in the list.

4 Click Manage.

If you are prompted to load configurations, do so.

The Server On/Off screen appears.

5 If the server is on, click Server Off.

A message appears, stating that the server has been shut down.

6 Click OK to dismiss the message.

Disabling the Sun One web server and internal Java ! 159


" To disable the Sun web server internal Java:

1 Use your browser to log in to the Sun web server administrative server interface.

2 Choose the Servers tab.

3 Click the Manage Servers Link.

4 Select the webserver instance that will have ServletExec installed and click Manage.

5 Click the Java tab.

6 Clear the Enable Java Globally check box.

7 Clear the Enable Java for class check box.

8 Click Apply Link.

9 Click Apply Changes.

Preinstallation tasks for Microsoft Internet Information ServerComplete the tasks in this section before you install the mid tier.

What Comments

Obtain account privileges. Obtain local Windows Administrator account privileges for the Sun web server box. You must be able to change registry entries. Otherwise, the configuration tool that is installed with the mid tier will not save changes.

Obtain logon information. Obtain the correct logon information for the IIS administrator, so that you can access the IIS administration page.



Preinstallation steps for installing ServletExec on Windows

You must have permission to the ServletExec installation directory to install ServletExec 5.0 during the mid-tier installation.

Windows—Upgrading or overwriting the mid tier

The 6.3 mid tier does not support relative and dynamic web views. To continue to use these views, you must have a 6.0.1 mid tier installed on your computer. See the release notes for more information on how to install two versions of the mid tier.

Worksheets

This section contains the worksheets to install the mid tier on UNIX/Linux and Windows.

UNIX—Worksheet for installing the mid tierFill in your values in this worksheet ahead of time, print the worksheet, and use it in conjunction with the installation prompts.

Required information Description Your value

Product directory Path to the directory where the mid-tier CD-ROM is mounted and where the mt_install file is located.

The location must have adequate disk space and be accessible to at least one AR System server locally or through a network. Clients must have web access to this location.

If you are installing on the same computer as an AR System server, choose a separate directory for the mid tier.

The default directory is:

/usr/ar/mid-tier

Web server installation directory

Path to the directory where the web server is installed.

Preinstallation steps for installing ServletExec on Windows ! 161


JSP engine installation directory

Path to the directory where the JSP engine is installed.

Mid-tier installation directory

Path to the directory where the mid tier will be installed.

Note: You must install the mid tier into its own top-level directory and not in a subdirectory of another AR System component. For example, do not install the mid tier into the same directory as Remedy Administrator. Both the mid-tier directory and the Remedy Administrator directory should be installed in the top-level AR System directory.

AR System server Name of the AR System server to which the mid tier will connect (required).

You must specify at least one AR System server. You can make further changes after you install.

Server #1

Server #2

AR System server port TCP port number for the AR System server that the mid tier connects to.

Do not enter a value if the server you specified uses a portmapper.

Server #1 port

Server #2 port

RPC Port Number RPC port number for the AR System server that the mid tier connects to.


Server #1 port

Server #2 port




Windows—Worksheet for installing the mid tierPrint this sheet for each mid tier you install. Fill out your values ahead of time and use your values in conjunction with the installation instructions.

Preference server Name of the preference server (if any) that you designated during the AR System server installation (optional). The preference server must be an AR System server.

If you did not specify a preference server during the server installation, you can do so after the mid-tier installation in the Configuration tool.

If you identify two or more preference servers, separate each entry with a comma but no space, for example: server1,server2,server3. . .

Home page server Name of the home-page server (if any) that you designated during the AR System server installation (optional). The home-page server must be an AR System server.

If you identify two or more home-page servers, separate each entry with a comma but no space, for example: server1,server2,server3. . .If you did not specify a home-page server during the server installation, you can do so after the mid-tier installation in the Configuration tool.



Product directory Location of the CD that contains the mid-tier files to be installed.

If you are installing on the same computer as an AR System server, choose a separate directory for the mid tier.

The default directory is:

C:\Program Files\AR System\Mid-Tier

Web server Name of the web server.

You must have a supported web server to install the mid tier.

JSP engine Path to the location of the JSP engine.

Worksheets ! 163


AR System server Name of the AR System server to which the mid tier will connect (required).

You must specify at least one AR System server. You can make further changes after you install.

Port TCP port number for the AR System server that the mid tier connects to.


RPC port number RPC port number for the AR System server that the mid tier connects to.


Preference server Name of the preference server (if any) that you designated during the AR System server installation (optional). The preference server must be an AR System server.

If you did not specify a preference server during the server installation, you can do so after the mid-tier installation in the Configuration tool.

Home page server Name of the home-page server (if any) that you designated during the AR System server installation (optional). The home-page server must be an AR System server.

If you did not specify a home-page server during the server installation, you can do so after the mid-tier installation in the Configuration tool.

Crystal Reports server Name of the Crystal Reports server (if any) that you designated during the AR System server installation.

Destination folder Path to the directory where the mid tier will be installed.

Note: You must install the mid tier into its own top-level directory.




Windows—Worksheet for installing ServletExec 5.0Use this worksheet if you plan to install ServletExec 5.0 after you install the mid tier. Fill out your values ahead of time and use your values in conjunction with the installation instructions.

UNIX—Worksheet for installing ServletExec 5.0Use this worksheet if you plan to install ServletExec 5.0 after you install the mid tier. Fill out your values ahead of time and use your values in conjunction with the installation instructions.


Destination location Path to the installation directory for ServletExec.

User name User name for the administrator who has privileges to connect to the ServletExec web administrator. You designate this user name during the installation.

Password Password corresponding to the user name. You designate this password during installation.

Anonymous user User account for anonymous users (users who connect through the internet).

Use the following syntax:

USR_<AR System server name>


Directory information

Base SDK directory Path to the SDK directory (usually /usr/java).

Base ServletExec directory

Path to the ServletExec installation directory.

Instance information

Web-server type Type of web server.

Web-server installation directory

Installation directory for the web server.

Unique instance name Unique name for the ServletExec instance you are installing. You designate the name during the installation.

Instance port number Port number for the instance.

Worksheets ! 165


User name ServeletExec administrator user name. You designate the name during the installation.

User password Password that corresponds to the user name. You designate the password during the installation.

Anonymous user User account for anonymous users (users who connect through the internet).

Use the following syntax:




Chapter

9
UNIX—Installing Remedy Mid Tier
This chapter describes the preinstallation steps and installation steps for Remedy Mid Tier.



! Entering information into the installation worksheet (page 168)

! UNIX—Installing Remedy Mid Tier (page 170)

! Postinstallation tasks (page 175)


UNIX—Installing Remedy Mid Tier ! 167



Check Chapter 8, “Preparing to install Remedy Mid Tier” for information on preinstallation steps you might need to perform before you install the mid tier.

Entering information into the installation worksheet

Print out the worksheets in Appendix D and use them to record information you will need during the installation, including information you obtain during the preinstallation steps.

Accessing the softwareUse the instructions in this section to access the mid-tier installation software.

Accessing the software from a web siteIf you purchased software through the Electronic Software Distribution (ESD) process, follow these steps to access the software.

" To access the mid-tier installation files through ESD:


% su -Password: <password>

2 Copy the downloaded directory (midtier_unix) and its contents to the location from which you will install Remedy Mid Tier.

If you have downloaded Remedy Mid Tier using the Sm@rtCert client onto a platform where you will not install Remedy Mid Tier, copy the downloaded directory and its contents to the computer where you will install Remedy Mid Tier.



# cd midtier_unix

168 "Chapter 9—UNIX—Installing Remedy Mid Tier


5 Uncompress the file midtier_web.tar.gz, which contains the UNIX installation files for Remedy Mid Tier.

Use the gunzip utility to uncompress the file by entering the following command:

# gunzip midtier_<unixType>.tar.gz

Where unixType is the type (flavor) of UNIX, such as AIX or HP-UX.



# tar -xvf midtier_<unixType>.tar

Where unixType is the type (flavor) of UNIX, such as AIX or HP-UX.

The midtier_web.tar tar file contains the directory arsystem, which contains the installation program (mt_install).

7 Note the directory into which the tar files were extracted. Enter the path to that directory when prompted for the product directory name during installation.


# cd arsystem

Accessing the software from a CDIf you are installing from the Action Request System 6.3 installation CD, follow these steps to access the software.


1 Mount the CD either locally or remotely. For instructions, see Appendix C, “Mounting a CD-ROM on a UNIX system.”

2 Change to the directory containing the AR System installation script as follows:


The default mount point is /cdrom.

Entering information into the installation worksheet ! 169

http://www.gzip.org


UNIX—Installing Remedy Mid Tier

You must have write access to the mid-tier, web-server, and JSP files and directories to install the mid tier (recommended: install as root).

The procedures in this section explain how to perform an upgrade, overwrite, or new install of the mid tier. Differences between they type of install are noted in the procedures.

Press ENTER at the prompts to accept the defaults.

" To run the mid-tier installation script:

1 Run the mid-tier installation script:

#./mt_install

2 At the prompt asking to install the mid tier, press ENTER to continue with the installation, or enter N to exit.

A record of the installation is preserved in /usr/tmp/mt_install.log.

3 At the product directory prompt, enter the name of the directory where the CD-ROM is mounted and where the midtier.tar file is located, or press ENTER to accept the default.

4 At the licensing prompt:

a Press ENTER to view the entire licensing agreement, or

b Enter 1 to accept the licensing agreement, 2 to reject the agreement, or 3 to re-read the agreement.

The script displays disk space information and requirements.

The following information also appears:

! AR System product and copyright information

! Your UNIX version information

! Space requirements for mid-tier installation

Note: Make sure you have the correct space requirements on your system



5 At the preinstallation tasks prompt, do one of the following:

! Press ENTER to proceed with the installation.

! Type N to exit the installation if you have not reviewed and completed the following:

! Preinstallation steps

! Mid tier information in Chapter 6

! UNIX mid-tier installation worksheet

The mid tier will not install or function correctly if you do not prepare your system.

6 At the prompt for a compatible JDK, do one of the following:

! Enter Y to continue with the installation if you have a compatible JDK installed.

! Exit the installation and install a compatible JDK from the Sun Java products web site ( http://java.sun.com/j2se/).

7 At the web-server prompts:

a Type the letter corresponding to your web server:

! A for Apache

! J for iPlanet 6 /Sun One

! O for other

A supported web server is required to install the mid tier. If you do not have a supported web server installed, terminate the installation and install one.

b Enter the web server install directory, for example /usr/local/<web_server>.

8 At the JSP engine prompt:

a Enter N if you do not have a JSP engine installed.

The installer prompts you to install ServletExec 5.0.

Enter Y to install ServletExec. Go to step 11 on page 172.

Enter N to refuse the ServletExec installation and cancel the mid-tier installation.


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


b Enter Y if you have a JSP engine installed and type the letter corresponding to your engine:

! S for New Atlanta’s ServletExec 5.0

Only this version of ServletExec is supported. Go to step 9.

! J for JBoss

Go to step 10.

! O for another JSP engine

Go to step 11.

! Q to exit the installation

9 Enter the installation directory of the existing ServletExec 5.0 version.

Go to step 11.

10 JBOSS: At the prompt, enter:

a Full path to the JBOSS deployment directory.

b Full path to the JBOSS startup script. The installer starts the JBOSS service if it is not running.

11 At the mid-tier install directory prompt, enter and confirm the path to the mid-tier install directory.

Note: You must install the mid tier in its own separate directory under the top-level AR System directory and not in a subdirectory of another AR System component. For example, do not install the mid tier into the same directory as the AR System server. If you install the mid tier into the same directory as another component, the web server might access the wrong .jar files.

After you enter the mid-tier install directory, mid-tier files are installed. For information about where the files are located, see Appendix A, “Locating AR System files and forms.” The following lines are an example from the display:

Extracting files, please wait.x ./images, 0 bytes, 0 tape blocksx ./images/bkgdImage.gif, 16751 bytes, 33 tape blocksx ./images/blackdot.gif, 35 bytes, 1 tape blocksx ./images/diaryExpand.gif, 188 bytes, 1 tape blocks. . .

This step might take a few minutes.



12 If you did not choose to install ServletExec 5.0, go to step 15 on page 173.

13 If you chose to install ServletExec 5.0 AS, enter the following information at the corresponding prompts:

a Directory information:

! Base SDK directory—Path to the SDK directory.

! Base ServletExec directory—Path to the ServletExec installation directory.

b License information

Accept the license conditions.

c ServletExec AS instance installation—Choose 1 to install ServletExec and the web-server adaptor.

Enter the following related information:

! Web-server type

! Web-server installation directory

! Unique name—Unique name to give to the ServletExec instance you are installing. You designate this unique name during this installation.

! ServletExec instance port number

! Full path to the Apache apxs file (optional)

This file is usually found in: <apache-install-dir>/bin/apxs

! Password—Password that corresponds to the user name. You designate this password during this installation.

d Existing web server: If you have an existing web server, the ServletExec installation prompts you to update the existing configuration files. Enter Y to update the files or N to skip this step.

If you choose N, you must configure your web server after installation, if applicable. See “Postinstallation tasks” on page 175.

14 Web-server adaptor—Do not choose this option.

15 Upgrade: If you have existing mid-tier configurations (for example, if you have already designated port numbers, preference servers, or AR System servers) perform one of the following actions at the upgrade configuration prompt:

a Enter Y to keep the existing configurations. If you select this option, you will still be able to add servers and preference servers.



b Enter N to reconfigure your current setup.

Go to the next step.

16 At the AR System server prompt, enter the name of the AR System server to which the mid tier will connect (required).

The mid tier requires at least one AR System server to connect users to the AR System. You can enter or modify servers in Remedy Configuration Tool after installation.

17 At the AR System server port prompts:

a Enter the port number (TCP port) for the AR System server you chose in step 16 if you designated a port number during the server installation (optional).

If you did not assign a port number, press ENTER to accept the default port.

b Enter the RPC port number for the AR System server you chose in step 16 if you designated an RPC port number during the server installation. (Skip this step if you registered the AR System server with a portmapper. For more information, see “Registering with a portmapper” on page 36.)

c Enter the names and port numbers for other AR System servers (optional) or type N to go to the next step.

The following message displays:

AR Servers are: <your entries>

18 At the preference server selection prompt:

a Enter and confirm the number that corresponds to the preference server you chose during the AR System server installation (optional).

Preference servers must be AR System servers. You do not have to specify a preference server now. You can specify preference servers after installation using Remedy Configuration Tool.

b Enter N to skip this step.

19 At the home page server prompt:

a Enter and confirm the number that corresponds to the home page server you chose during the AR System server installation (optional).

b Enter N to skip this step.



20 If necessary, perform the appropriate postinstallation tasks listed in the installation worksheet for your platform and web server.

The installation is complete.

Postinstallation tasks

This section describes postinstallation tasks.

Restarting the web server and ServletExecAfter completing the installation, restart the web server. If you are upgrading your mid tier installation, stop and restart ServletExec.

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

" To change the mid tier configuration password:

1 Start Remedy Configuration Tool:

http://<web_server>:<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.

Postinstallation tasks for ServletExecComplete this section if you are using ServletExec AS, you installed both ServletExec and the Sun web server on port 8888, and you did not change the Sun web server port number.

" To change the ServletExec port number:

1 Stop ServletExec.

2 Change the port in the startServerExec, stopServerExec and web server obj.conf files if the port number in these files is 8888.

3 Restart ServletExec.

Postinstallation tasks ! 175


4 Refresh the Sun web server.

You need to refresh the web server after you install the mid tier so that updates to the configuration file will take effect.

See “Refreshing the Sun web server” on page 176 for instructions.

5 Complete this step only if you installed the mid tier and the version of ServletExec that is bundled with it on HP-UX, AIX, or Linux.

Start ServletExec AS manually.

Refreshing the Sun web serverAfter you install the mid tier, refresh the Sun web server to incorporate updates made to the configuration file during the mid-tier installation.

" To refresh the Sun web server:

1 Access the Sun web server administration page.

2 Open a browser.

3 Enter http://<host_name>:<port_number>.


The Web Server Administration Server screen appears. Your server should be listed in the Select a Server field.


5 Click Manage.

6 Click Apply in the upper right corner of the screen. The Apply Changes screen appears.

7 Click the Load Configuration Files.

A message appears stating that the edits are loaded.



9 Click Server On.

10 Click OK on the server start-up message.

Close the browser.



Completing the postinstallation task for Apache web serverWhen you install ServletExec separately, that is, if you do not choose to install ServletExec as part of the mid-tier installation, the ownership and group name for ServletExec installation directories is root. To run correctly, the group name for the StartServletExec script must be the same as those for the mid tier and web server.

" To change permissions in the ServletExec directory:

The download of Apache installs with root directory ownership. To run a secure web site, the directory and file group permissions for the web server, the runapache script, and the mid tier should all be set to the same web group ID.

1 Change to the ServletExec installation directory:

# cd <ServletExec_install_dir>

2 Change the ownership of the ServletExec directory, all subdirectories, and files to root by using the recursive option:

# chown -R root <ServletExec_install_dir>

3 Change the group name of the ServletExec directory, all subdirectories, and files to root by using the recursive option:

# chgrp -R <Web_Server_Group> <ServletExec_install_dir>

For further information, see the ServletExec documentation, installed with the product: <ServletExec_install_dir>/ServletExecAS/Documentation

Updating message catalogsUpgrade or Overwrite: If you have localized messages, see the Developing AR System Application: Advanced guide for more information on importing your messages from the catalog server to individual application servers.

Upgrade: See the release notes for information on how to preserve your message catalog data and obtain updates, even if you did not make changes to the message field IDs or text.



Uninstalling the mid tierThis section describes how to uninstall the mid tier.

" To uninstall the mid tier:

1 Navigate to the parent directory of the mid-tier installation directory.

2 In a command window, enter the following:

rm -rf <mid_tier_install_dir>

Uninstalling ServletExecThe uninstallation procedures included here describe ServletExec AS and the in-process ServletExec only. If you installed the mid tier with another JSP engine, see that product’s documentation for information.

" To uninstall ServletExec AS:

1 If you are using a copy of ServletExec that was installed separately from the mid tier, stop the ServletExec process. You can stop ServletExec two ways:

! Issue the command ./StopServletExec in the directory:

<ServletExec_install_dir>/ServletExecAS/se-<instance_name>

You can run this command while logged in as root. You do not need to assume the web user ID.

! Stop SerlvetExec AS from the administrator page at:http://<host_name>:<port_number>/servletexec/admin

2 Stop the web server.

3 Uninstall ServletExec installer.

a Run the ServletExec installer.

b At the prompt for the installation directory, choose the existing ServletExec installation directory.

You will be prompted to remove ServletExec or install a new instance.

c Choose the option to remove ServletExec.

4 Remove the mid-tier directory.



" To uninstall the in-process ServletExec:

1 Stop the Sun One web server.

2 Delete the ServletExec installation directory.

3 Remove lines from the obj.conf file. See “Checking the mid-tier uninstall.”

Checking the mid-tier uninstallWhen you uninstall, you must make sure that you removed all components.

For Solaris with Sun web serverRemove the following from the obj.conf file:

Init fn="load-modules" shlib="/data1/NA_iPlanet/ServletExecNSAPI/bin/ServletExecNSAPI.so"funcs="ServletExecInit,ServletExecFilter,ServletExecService"Init fn="ServletExecInit"Service method="(GET|HEAD|POST)" type="magnus-internal/nac" fn="ServletExecService"

For Sun web server and ApacheSee the corresponding documentation to remove the web server configuration file entries.

Uninstalling ServletExecTo uninstall ServletExec, run the mid-tier installation script and choose to uninstall ServletExec when prompted to do so.

Starting and stopping ServletExec AS manuallyIf you installed the mid tier and the version of ServletExec that is bundled with it in the following configurations, use the procedure in this section to start ServletExec manually after you install the mid tier:

! Apache web server on Solaris, HP-UX, AIX, or Red Hat Linux

! Sun web server on HP-UX or AIX

The procedure assumes that ServletExec AS has been installed.

Note: If you choose to install the mid tier with ServletExec AS in any other configuration, manual configuration of the web server and JSP engine is required. These configurations will not be supported.



" To start ServletExec AS manually:

1 Navigate to the following directory:

cd <servletexec_5.0_as_install_dir>/ServletExecAS/se-<hostname_instance>

2 Assume the UNIX web user ID.

su <webuserid>

The web user ID (UID) is generally nobody, except on HP-UX.

For HP-UX, another UID must be created for the web user account (for example, UID = web, GID = web).

3 Start ServletExec.

./StartServletExec &

This command starts ServletExec AS in the background.

4 Issue the exit command to assume your previous user ID (root).

5 Verify that ServletExec AS is licensed and functioning.

a Go to http://<host_name>:<port_number>/servletexec/admin in your browser.

b Use Remedy Configuration Tool to perform a few basic operations, such as submitting a request.

" To stop ServletExec AS manually in a command window, issue the command ./StopServletExec in the directory:

<ServletExec_install_dir>/ServletExecAS/se-<hostname_instance>

You can run this command while logged in as root. You do not need to assume the web user ID.

" To stop ServletExec AS from the administrator page, access the page at: http://<host_name>:<port_number>/servlet/admin.


Chapter

10
Windows—Installing Remedy Mid Tier
This chapter describes how to install Remedy Mid Tier on Windows platforms. Before you install the mid tier, make sure that you have completed the worksheets for your platform and web server in the previous chapter.




! Entering information into the installation worksheet (page 182)

! Windows—Installing Remedy Mid Tier and ServletExec (page 183)

! Postinstallation tasks (page 193)

Windows—Installing Remedy Mid Tier ! 181



Check Chapter 8, “Preparing to install Remedy Mid Tier” for information on preinstallation steps you might need to perform before you install the mid tier.

Entering information into the installation worksheet

Print out the worksheets in Appendix D and use them to record information you will need during the installation, including information you obtain during the preinstallation steps.

Preparing ServletExecServletExec 5.0 is the recommended version for the 6.3 mid tier. Uninstall ServletExec 4.2 before you begin the mid-tier installation.

Verifying permissionsYou must have administrative privileges on the computer where the mid tier will be installed.

Accessing the softwareUse the instructions in this section to access the mid tier-installation software.

Accessing the software from a web siteIf you purchased software through the Electronic Software Distribution (ESD) process, follow these steps to access the software.


1 If you downloaded the midtier.exe file to a location where you will not install mid tier, copy the downloaded directory and its contents to the computer where you will install it.

2 Run the midtier.exe file.


182 "Chapter 10—Windows—Installing Remedy Mid Tier


Accessing the software from a CDIf you are installing from the Action Request System 6.3 installation CD, follow these steps to access the software.

" To access the mid tier installation files on a CD:

1 Log in to Windows as an administrator and insert the CD into the drive.

If autorun is enabled, the CD browser opens.

2 Click Remedy Mid Tier.

3 If the CD browser does not start, run the mid tier installer, midtier.exe.

Windows—Installing Remedy Mid Tier and ServletExec

Use the procedures in this section to install Remedy Mid Tier and ServletExec 5.0 (optional) on Windows.

These procedures explain how to perform an upgrade, overwrite, or new install of the mid tier with either a Sun web server or IIS. Differences between the type of install are noted in the procedures.

Note: You can cancel installation any time. However, information you entered will not be saved.

Click Next in any screen to accept the defaults.

Installing the mid tierThis section describes how to install the mid tier.

" To install the mid tier:

1 After you download the software or click Remedy Mid Tier on the CD:

a Reinstalling: Click Yes in the Question box to reinstall the mid tier.

b New installs: Choose a language for the installation in the Choose Setup Language dialog box and click OK.

The Welcome screen appears.

Note: If you do not have a compatible SDK or a supported web server installed, a warning message appears. Click OK to continue with the installation, and install the SDK and web server after you complete the mid tier install. You must install these items for the mid tier to work correctly.

Windows—Installing Remedy Mid Tier and ServletExec ! 183


2 Click Next.

The licensing screen appears. Read the agreement, choose I Agree, and click Next.

3 The Select Web Server screen appears.

Figure 10-1: Select Web Server screen

The mid tier installer detects all supported web servers that are installed and displays the names in the field.

Select the web server that the mid tier will use and click Next.

4 The Select JSP Engine screen appears.

Figure 10-2: Select JSP Engine screen



Select your JSP engine.

Note: If you are using a pre-5.0 ServletExec engine, you will receive an error message. Stop the installation, uninstall the previous version, and begin the mid-tier installation again.

JSP Engine Instructions

JBOSS Go to step 5.

ServletExec 5.0 If you choose this option, the installer will install ServletExec 5.0 after it installs the mid tier.

Choose the option and then click Next.

Go to step 6.

Other JSP engine installed If your JSP engine does not appear in the list, select Other. The mid tier will not be configured for a JSP engine during installation. See your JSP-engine documentation to configure the engine after installation.

Go to step 6.

No JSP engine installed If you do not have a JSP engine installed and you do not want to install ServletExec 5.0, choose Other.

The mid tier will not be configured for a JSP engine during installation. You must install a JSP engine and configure it after you install the mid tier.

Go to step 6.



5 JBOSS JSP engine

The JBOSS Deployment Directory screen appears.

Enter the JBOSS deployment directory and click OK. For example, enter:

C:\jboss-3.2.3\server\all\deploy

6 The Server Properties screen appears.



To select a server that the mid tier will connect to, choose one of the following options:

a Select an existing server from the list and click Next.

b Click Add to add a new server to the list in the AR Server Properties window.

Identify the servers by the host name, or the server name specified when the AR System server was installed. If you are not using a portmapper, specify the port numbers.

Click OK.

c Click Modify to change existing port information for a listed server in the AR Server Properties window.

Click OK.

d To delete a server from the list, click Remove.

Optional: Use Remedy Configuration Tool to add, remove, or modify servers after installation.

7 Click Next.



8 The Preferences Servers screen appears.

9 Enter or select the specific types of servers that the mid tier will connect to.

! If you have previously configured preference, home page, or report servers during server installation, enter the names of each server in the appropriate field. Servers entered here will appear in Remedy Configuration Tool, and be available to the mid tier. If you have not configured servers for these purposes, leave the fields blank.

If you specify servers during the mid tier installation, you do not need to set up these server connections in Remedy Configuration Tool after installation. If you do not specify these servers during the mid tier installation, you can use Remedy Configuration Tool to do so after installation.

To identify multiple preference servers, enter the server names separated by commas. For example: server1,server2,server3, and others.

! If you enter an AR System server here, that server must also be entered in the Server Properties screen.



! If the local computer is not a preference, home page, or report server, remove the local computer name from the fields.

! Enter the Crystal Reports location, such as http://server:port/directory. You can only enter one reports location.

10 The Choose Destination Folder screen appears.

11 Click Next to accept the default installation directory, or click Browse to select another directory and then click Next.

a Reinstallation: Select the Action Request System 6.3 mid tier from the Existing Folders list and click Next.

b New installation or installation into another directory: Enter the new directory name and click Next.

Note: Install the mid tier into its own separate, top-level directory. For example, do not install the mid tier into the AR System directory. One mid tier can service multiple AR System servers.



12 The Select Program Folder screen appears.

Select the program directory that will display the mid-tier program icon.

13 The Summary screen appears.

Click Next or click Back to review your choices and then click Next.

14 If you chose ServletExec as your JSP engine, go to the next section.

If you chose another JSP engine, the installer begins to install mid-tier files. Go to “Completing the installation” on page 192.

Installing ServletExecThis section describes how to install ServletExec. Skip this section if you are using another JSP engine and you did not select ServletExec in the Select JSP Engine screen in step 4 on page 184.

" To install ServletExec:

1 If you chose ServletExec as your JSP engine and you have a compatible version already installed, go to “Completing the installation” on page 192.

If you chose ServletExec as your JSP engine and you do not have a compatible version installed, go to the next step.

2 Remedy Mid Tier Setup dialog box appears.

Click Yes to begin the ServletExec installation.



To download the installation guide, go to:

http://www.newatlanta.com/biz/downloads/servletexec/5_0/ServletExec_50_Installation_Guide.pdf

3 IIS: The IIS Question dialog box appears.

Click Yes to shut down the IIS server.

4 Sun web server: The following prompt appears if you are using a Sun web server:

Click Yes.

The program will update the obj.conf and magnus.conf files, back up your original obj.conf and magnus.conf files, and inform you of the location of the Install.log file for information. The Command Prompt might be displayed briefly. For more information on these files, see the ServeletExec documentation.

5 Press ENTER to continue.

6 The Welcome screen appears.

Click Next.

7 The License Agreement screen appears.

Click Next to accept the agreement.

You cannot install ServletExec unless you accept the license agreement. If you click No, installation terminates and the mid tier installation begins.

8 The Information screen appears.

Read the ServletExec Read Me text and click Next.

9 The Choose Destination Location screen appears.

Select the location to install ServletExec, click Browse, or accept the default.

The installer displays installation-related messages.

10 The Username and Password screen appears.

Enter a user name and password, and confirm your choices.



11 The Get Anonymous User Account screen appears.

Enter the user account for anonymous users (users who connect through the internet) as follows:


Click Next.

12 The InstallShield wizard Complete screen appears.

Windows 2003: The Network User screen appears.

Click Finish to complete the ServletExec installation.

13 The ServletExec Read Me displays in a text file.

Read the text and close the file.

The installer displays installation-related messages.

Note: If you are performing a new install, go to “Completing the installation.”

14 The Maintenance Complete screen appears.

Click Finish to complete the installation.

Completing the installationSkip this section if InstallShield has installed Servlet 5.0 (see “Installing ServletExec” on page 190).

Follow the steps in this section to complete the installation.

" To complete the installation:

1 The Remedy Mid Tier 6.3 screen appears.

a Choose Yes to restart your computer (recommended).

b Choose No to restart your computer later.

2 Click Finish to complete the installation.



Postinstallation tasks

This section describes postinstallation tasks.

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

" To change the mid-tier configuration password:

1 Start Remedy Configuration Tool:

http://<web_server>:<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.

Configuring the mid tierTo configure the mid tier after installation, access Remedy Configuration Tool at: http://<host>:<port>/<contextpath>/shared/config/config.jspwhere <host> is the name of the web server, <port> is the port number for the server, and <contextpath> is the path representing the location of the mid tier (arsys by default).

Use arsystem as the default Remedy Configuration Tool login password. For information on mid tier settings, see Remedy Configuration Tool help at:http://<host>/arsys/shared/doc/config/en/config_help_login.htm

Postinstallation stepsThis section describes post-installation steps.

" To perform the post-installation tasks:

1 Complete this step only if you use ServletExec AS and you installed both ServletExec and a Sun web server on port 8888, and you did not change the Sun One administrator web server port number.



Change the ServletExec port number.

a Stop ServletExec.

b Use the Web Server Administration Server in the Sun web server to change the port number if the port number is 8888.

c Restart the Web Server Administration Server.

d Restart ServletExec.

2 Refresh the Sun web server.

Refresh the web server after you install the mid tier so that updates to the configuration file will take effect.

Refreshing the Sun web serverAfter you install the mid tier, you need to refresh the Sun web server to incorporate updates made to the configuration file during the mid tier installation.

" To refresh the Sun web server:

1 Access the Sun One web server administration page.

2 Open a browser.

3 Enter http://<host_name>:<port_number>.


The Web Server Administration Server screen appears. Your server should be listed in the Select a Server field.


5 Click Manage.

6 Click Apply in the upper right corner of the screen. The Apply Changes screen appears.

7 Click the Load Configuration Files.

A message appears stating that the edits are loaded.



9 Click Server On.

10 Click OK on the server start-up message.

Close the browser.



Updating message catalogsUpgrade or Overwrite: If you have localized messages, see the Developing AR System Application: Advanced guide for more information on importing your messages from the catalog server to individual application servers.

Upgrade: See the release notes for information on how to preserve your message catalog data and obtain updates, even if you did not make changes to the message field IDs or text.

Uninstalling the mid tierThis procedure contains instructions for uninstalling the mid tier with ServletExec. If you used another JSP engine, see that product’s documentation for information.

If you choose not to remove all DLLs, some mid tier files will remain on the system. You can inspect the uninstall log file and remove files manually. Applications are not uninstalled by the mid tier uninstallation program.

" To uninstall the mid tier on Windows:

1 If you are using the out-of-process version of ServletExec or ServletExec AS, stop ServletExec.

2 Stop the web server.

3 Choose Start > Settings > Control Panel.

4 Double-click the Add/Remove Programs icon.

The Add/Remove Programs screen appears.

5 Select Action Request System 6.3 Mid Tier from the list of applications.

6 Click Add/Remove.

The Action Request System uninstallation screen appears.

7 Click OK to confirm your selection.

Warning: Applications that do not use the registry might use a shared file. Do not remove a file if you are not sure if it is shared. If you do not remove shared files, you can remove them manually.

If you reinstall the mid tier on the same computer, you will need to manually remove the extra ServletExec application entry created by the mid tier installer.


Chapter

11
Windows—Installing AR System clients
AR System includes several client tools designed for various types of user and administrator access. Clients are available for Windows only, and must be installed on the computers that users and administrators use to access AR System. The three clients that can be installed separately, Remedy Administrator, Remedy User, and Remedy Alert, are discussed in this chapter.

This chapter describes what you need to do to prepare target systems for installation, and provides installation instructions for each client.

This chapter consists of the following sections:

! Preparing to install AR System clients (page 198)

! Installing Remedy Administrator (page 200)

! Installing Remedy User (page 203)

! Installing Remedy Alert (page 206)

! Uninstalling AR System clients (page 208)


Windows—Installing AR System clients ! 197


Preparing to install AR System clients

This section describes preparatory steps you should perform or issues you should consider before you install the AR System clients.

User configuration directoryThe user configuration directory, also known as the Home directory, stores coding and user-specific configurations, such as preferences and saved searches. However, if you choose the centralized preferences option, your user configurations are stored in the centralized preferences directory. Use a separate directory for local user information.

When you upgrade, the installers prompt you to identify an existing user configuration directory. 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.

To make sure that clients share the user configuration directory, specify the same directory path when you install each client. After the installation, you can create a separate directory for each user.

Default home directoryThe 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 AR System to verify the installation and create additional user accounts.

Remedy User Overwrite—Uninstall existing versionsBefore you perform an overwrite installation of Remedy User, uninstall the existing version.

Before you uninstall:

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

! Check to see if your installed copy of Remedy User 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 Remedy User.

198 "Chapter 11—Windows—Installing AR System clients


! Check to see if you installed Remedy User and other clients (such as Remedy Administrator) in the C:\Program Files\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. Instead, delete Remedy User files individually.

Note: Consider installing 6.3 versions of Remedy clients into separate directories to facilitate uninstallations. For example, if you have separate installation directories, you can delete directories without deleting shared DLLs.

AR System client installation worksheetUse the following worksheet to make sure that you have prepared the client computer and that you have all the information you will be prompted for. When you have completed the worksheet, you can install AR System clients. For instructions, see the following section.

Review the Release Notes on the Customer Support web site at http://supportweb.remedy.com

Worksheet for preparing to install AR System clients1 Verify the operating system requirements in the compatibility matrix at



2 Remedy User: Uninstall the existing Remedy User.

See “Remedy User Overwrite—Uninstall existing versions” on page 198.

3 Choose one of the following options:

! For Remedy Administrator, make sure that the correct version of Internet Explorer is installed locally.

! For Remedy Alert, if you are upgrading a client computer that used Remedy Notifier, and you will replace Remedy Notifier, upgrade Remedy User to version 6.3. Complete this step only if users will access Remedy Alert through the Remedy User client. If users will access Remedy Alert through a browser, skip this step.

Preparing to install AR System clients ! 199




4 Record the AR System servers that Remedy Administrator, Remedy User, and Remedy Alert will connect to, and the TCP and RPC port numbers, if you assigned them. (Skip this step if you registered the AR System server with a portmapper. For more information, see “Registering with a portmapper” on page 36.)

5 Specify the default Home directory location.

______________________________________________

6 For Remedy User, choose the optional components to install.

__ Crystal Reports

__ ODBC

7 Install Remedy Alert.

For instructions, see “Installing Remedy Alert” on page 206.

Although not required to install the AR System client, at least one Action Request System 6.3 server must be installed before you can use the installed client. The AR System server can be installed locally or accessible through a network. The AR System client installer prompts you to identify the AR System servers that will be available. If you have elected to use centralized preferences, one of the AR System servers entered should be a preference server.

Installing Remedy Administrator

Remedy Administrator is required to configure AR System servers, create forms and workflow, and create user accounts. A separate tool, Remedy Import, is installed together with Remedy Administrator. Remedy Import provides the capability to import data from a variety of sources into AR System forms.

AR System Component Server Name TCP Port Number RPC Port Number



Remedy Administrator can be installed on Windows server computers to provide local administration. It can be installed on Windows client computers with network access to Windows or UNIX AR System servers to provide remote administration.

Some Remedy Administrator functions will not be enabled if you do not use the compatible Microsoft Internet Explorer (IE). For more information, see the compatibility matrix at:



This procedure provides instructions for installing Remedy Administrator.

Note: If you just installed Remedy User, wait a few minutes before you install Remedy Administrator to make sure that the Remedy User installer program has completed all the tasks associated with the installation.

" To install Remedy Administrator:

1 Exit any AR System client tools that are running.

2 Access the installation software.

! From CD


If autorun is enabled, the CD browser opens. Click AR System Clients. If the CD browser does not start, run admin.exe.

! From ESD:

If you downloaded AR System clients to a location where you will not install AR System clients, copy the downloaded directory and its contents to the computer where you will install the clients. For example, if you used the Solaris Sm@rtCert client to download Action Request System for Windows, copy the directory and its contents to your Windows computer.

From the download directory, run admin.exe.

When you open this file, the installation files are unpacked into a temporary directory, and the Setup program starts.

At any time during setup, you can exit the installer. However, your settings up to that point in the installer are not saved when you return.

Installing Remedy Administrator ! 201



You must install the compatible version of IE after you install Remedy Administrator.


3 Click Next to display the Software License Agreement screen.

4 Click I Agree to accept the licensing terms.

The Choose Destination Folders screen appears.

If you do not want to use the default destination directories, click Browse to choose a different directory.

Note: If you are installing Remedy User for the first time or you are performing a new install, make sure that you install each AR System component into its own separate directory under the top-level AR System directory and not in a subdirectory of another AR System component. For example, do not install Remedy User into the same directory as Remedy Administrator, or into a subdirectory of Remedy Administrator.

5 Click Next to display the AR System Server Locations screen.

6 Enter information about the AR System servers that Remedy Administrator will connect to.

Use the Add, Edit, and Remove buttons to configure the list of servers.

If you click Add, the Add Server dialog box appears.

Identify servers by the server name, which is either the host name or the name entered during AR System server installation.

! Enter a new server name and its TCP and RPC port numbers, if applicable.

! If you click Edit, the Edit Server Properties dialog box appears. Enter a different server name and its TCP and RPC port numbers, if applicable.

! If you plan to use centralized preferences, one of the servers should be a preference server. See “Centralized preferences” on page 38.

If any clients have been installed on this computer, the AR System servers configured in the previous installation will be listed.

At least one AR System server must be available to use Remedy Administrator. After installation, you can add, modify, and remove servers when you log in to Remedy Administrator.

7 Click Next.

The Summary screen appears.

8 Review your selections.

To change settings, click Back until you reach the target screen.



9 Click Next to begin the installation.

When the installation is complete, the Setup Complete screen appears.


Installing Remedy User

Remedy User is used to submit new AR System requests, search existing requests, and perform some administrative functions, such as exporting data.

Remedy User can be installed on Windows server computers to provide local access. It can be installed on Windows client computers with network access to Windows or UNIX AR System servers to provide remote access.

This procedure provides instructions for installing Remedy User.

If you just installed Remedy Administrator, wait a few minutes before you install Remedy User to make sure that the Remedy Administrator installer program has completed all the tasks associated with the installation.

During the installation, some registry entries must be modified. Therefore, you must be a member of the local administrator’s group and have write-access to the HKEY_LOCAL_MACHINE registry.

" To install Remedy User:



! From CD


If autorun is enabled, the CD browser opens. Click AR System Clients.

If the CD browser does not start, open user.exe.

! From ESD:


From the download directory, open user.exe.

Installing Remedy User ! 203




The Choose Setup Language screen appears.

3 Choose a language and click OK.

The default language selection is the locale language of the operating system. However, you can change the selection.


4 Click Next.

The Software License Agreement screen appears.


The Select Components screen appears.

6 Select the optional components to install.

! The Crystal Reports option installs the Crystal Reports engine libraries that enable users to print predefined Crystal reports. This is an alternative to the Remedy User reporting function. You must install this option to use Crystal Reports for report generation. You do not need to install this option if you will use the reporting capability only to export data.

! The ODBC option installs the AR System ODBC driver, which offers compatibility with a range of ODBC clients such as Microsoft Access and Microsoft Excel. This option is required for Crystal Reports. If you choose the Crystal Reports option, this option will also be installed.

Both options are selected by default, but you can deselect them.

7 Click Next.

The Select Action Request User Resource screen appears.

8 Select the language or languages for this installation.

English is selected by default on English language systems.

On non-English language systems, English and the operating system language of the local system, if available, are selected.

You cannot deselect English because English is required to submit requests to Customer Support. You can select multiple languages.

9 Click Next.




If you do not want to use the default destination directory, click Browse to choose another directory.

Note: If you are installing Remedy User for the first time or you are performing a new install, make sure that you install each AR System component into its own separate directory under the top-level AR System directory and not in a subdirectory of another AR System component. For example, do not install Remedy User into the same directory as Remedy Administrator, or into a subdirectory of Remedy Administrator.

10 Click Next.

The AR System Server Locations screen appears.

11 Enter information about the AR System servers that Remedy User will connect to.








At least one AR System server must be available to use Remedy User. After installation, you can add, modify, and remove servers when you log in to Remedy User.

12 Click Next.







Installing Remedy User ! 205


Installing Remedy Alert

Remedy Alert informs users when they have received alerts from an AR System server. An alert contains information about AR System transactions, such as help desk requests or escalations.

Remedy Alert can be installed separately, so users can install Remedy Alert even if they will not install Remedy User. Alerts can be viewed in Remedy User and through a browser, if the mid tier is installed and the AR System administrator has enabled alerts on the web.

Remedy Alert will not process notifications from a version of the AR System server earlier than 5.1. However, Remedy Notifier and Remedy Alert can be installed on the same computer, and will process notifications from different versions of AR System servers.

If users will access alerts with Remedy User, make sure that Remedy User is upgraded to version 6.3 before installing Remedy Alert.

For information on configuring a server to process alerts, see the Configuring AR System guide after you install Remedy Alert.

This procedure provides instructions for installing Remedy Alert.

" To install Remedy Alert:



! From CD


If autorun is enabled, the CD browser opens. Click AR System Clients.

If the CD browser does not start, open alert.exe.

! From ESD:


From the download directory, open alert.exe.





The Choose Setup Language screen appears.

3 Choose a language and click OK.

The default language selection is the locale language of the operating system. However, you can change the selection.


4 Click Next.

The Software License Agreement screen appears.


The Select Action Request Alert Resource screen appears.

6 Select the language or languages for this installation.

English is selected by default on English language systems.

On non-English language systems, English and the operating system language of the local system, if available, are selected.

You cannot deselect English because English is required to submit requests to Customer Support. You can select multiple languages.

7 Click Next.


If you do not want to use the default destination directories, click Browse to choose another directory.

Note: If you are installing Remedy Alert for the first time or you are performing a new install, make sure that you install each AR System component into its own separate directory under the top-level AR System directory and not in a subdirectory of another AR System component. For example, do not install Remedy Alert into the same directory as Remedy Administrator, or into a subdirectory of Remedy Administrator.

8 Click Next.

The AR System Server Locations screen appears.

9 Enter information about the AR System servers that Remedy Alert will connect to.


Installing Remedy Alert ! 207








At least one AR System server must be available to use Remedy Alert. After installation, you can add, modify, and remove servers when you log in to Remedy User.

10 Click Next.






13 Deselect the Start Remedy Alert After Installation Exits check box if you do not want to start Remedy Alert.

If you leave the check box selected, the Remedy Alert login screen appears after you click Finish.


Uninstalling AR System clients

Follow this procedure to uninstall AR System clients.

" To uninstall AR System clients:



The Add/Remove Programs Properties screen appears.

3 Select Remedy Administrator 6.3, Remedy User 6.3, or Remedy Alert 6.3 from the list of applications.



4 Click Remove.

You will be prompted to confirm your selection.

5 Click Yes to continue.

The Remove Programs From Your Computer screen appears.

A series of prompts appear, asking whether you want to delete the directories that contain the user configuration files (Home directories). You will be prompted to delete the configuration files from each Home directory you created, along with the default user’s files, located in the default directory:C:\Program Files\AR System\Home

You will also be prompted to remove files from the installation directory.

Remove these items only if you are sure that you want to remove everything from the specified folders. You should not remove the installation directory until after all clients have been uninstalled.

6 Choose Yes or No as appropriate.

You might be prompted to remove shared files. It is generally safe to remove shared files, because the registry tracks the applications that use files. However, applications that do not use the registry might use a shared file, so if you are not sure of the impact of removing a shared file, do not remove it.

If you do not remove shared files, some client files will remain on your system.

7 When the uninstall is complete, select the option to restart the computer now, or restart it later.

Click Details to view information about the files that were not removed. You can remove these files manually. Check the uninstall log for information.

8 Click Finish.

Uninstalling AR System clients ! 209

Appendix

A
Locating AR System files and forms
This appendix describes the files that AR System server, mid tier, and client installers create and modify on the target system. It also describes the forms that are installed when you install the AR System.

You cannot move AR System server files. You must reinstall AR System if you want to move the server to a new computer. You can preserve the environment by exporting data and structures and importing them in the new location. See Chapter 3, “Choosing server options and preparing the environment,” for information on backing up an AR System environment.

If you do not specify other directories during the installations, files are created in the default directories described in the following sections.


Locating AR System files and forms ! 211


AR System server and components

The default installation directories are as follows:

! UNIX—/usr/ar/<serverID>

! Windows—c:\Program Files\AR System

In the AR System documentation, these directories are referred to as <ar_install_dir>. In other words, if you accept the default installation directory when you install the AR System server, the text <ar_install_dir> in the documentation refers to c:\Program Files\AR System or /usr/ar. If you choose another directory, then the text <ar_install_dir> in the document refers to your installation directory.

Remedy Mid Tier and components

The default installation directories are as follows:

! UNIX—/usr/ar/mid-tier

! Windows—c:\Program Files\AR System\Mid-Tier

In the AR System documentation, these directories are referred to as <mt_install_dir>. In other words, if you accept the default installation directory when you install the AR System server, the text <mt_install_dir> in the documentation refers to c:\Program Files\AR System\Mid-Tier or /usr/ar/mid-tier. If you choose another directory, then the text <mt_install_dir> in the document refers to your installation directory.

AR System clients and components

The AR System clients—Remedy Administrator, Remedy User, Remedy Alert, and Remedy Import—are available for Windows. Remedy Import is installed together with Remedy Administrator. The default installation directories are as follows:

! Executables—c:\Program Files\AR System

! User configuration settings—c:\Program Files\AR System\Home

In the AR System documentation, the text <ar_install_dir> refers to the client installation directory. If you choose another directory, then the text <ar_install_dir> in the document refers to your installation directory.

212 "Appendix A—Locating AR System files and forms


AR System client installers also create and modify a directory to contain a user’s personal configuration information. This file is referred to in the AR System documentation as <ar_home_dir>. For information on this directory and its contents, see “User configuration directory” on page 198.

AR System files on UNIX

The following tables show the locations of files that are installed into the default directories on a UNIX system.

UNIX AR System server file locationsThese files are created or modified when you install the AR System server on UNIX.

File Location

Executable files <ar_install_dir>/bin

Configuration file /etc/arsystem/<server_name>/armonitor.conf

/<ar_server_install_dir>/conf/ar.conf

<ar_install_dir>/conf/armaild.conf

AR System servers <ar_install_dir>/conf/ar

/etc/init.d/arserver

/etc/init.d/arserver_<server_name>

License files /etc/arsystem/<server_name>/arsystem.lic

Default log file <ar_install_dir>/db/*.log

Install log file /usr/tmp/ar_install.log

Error file <ar_install_dir>/db/arerror.log

Lock files <ar_install_dir>/db/*.lck

AR System files on UNIX ! 213


UNIX Remedy Mid Tier file locationsThese files are created or modified when you install Remedy Mid Tier on UNIX.

API Package <ar_install_dir>/apiJava doc files:

<ar_install_dir>/api/doc Header files:

<ar_install_dir>/api/include/*.hLibrary files:

<ar_install_dir>/api/lib/*.aSource code examples:

<ar_install_dir>/api/src

Sample Application <ar_install_dir>/sample_db

Catalog files /usr/lib/locale/C/LC_MESSAGES(Sun SPARC System and Linux)

/usr/lib/nls/C (HP 9000 Series 700/800)

/usr/lib/nls/msg/En_US (IBM RS/6000)

System Error Messages Help <ar_install_dir>/help

File Location

File Location

Executables <mt_install_dir>

Installed applications <mt_install_dir>/apps

JSP and HTML files, images, Javascript, and configuration

<mt_install_dir>/shared

Web application, Java class files, libraries

<mt_install_dir>/WEB-INF

Report form <mt_install_dir>/reports



AR System files on Windows

The following tables show the locations of files that are installed into the default directories on a Windows system.

Windows AR System server file locationsThese files are created or modified when you install the AR System server on Windows.

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

File Location

Executable/DLL files <ar_install_dir>

Configuration file <ar_install_dir>\conf\ar.cfg

\<ar_install_dir>\conf\armonitor.cfgnew

License file c:\Program Files\Common Files\AR System\Licenses\<server_name>\arsystem.lic

c:\Program Files\Common Files\AR System\Licences\c:\Program Files\Common Files\AR System\Licences \<arserver_name>\arsystem.lic

Install log file <drive>:\temp\<server_name>_ar_install_<timestamp>.log

Installation error log file <drive>:\temp\arinstall.log

Thread log file <ar_install_dir>\arserver\db\arthread.log

Default log files <ar_install_dir>\arserver\db\*.log

Error files <ar_install_dir>\arserver\db\arerror.log

AR System files on Windows ! 215


Windows Remedy Mid Tier file locationsThese files are created or modified when you install Remedy Mid Tier on Windows.

API Package <ar_install_dir>\arserver\apiJava doc files:

<ar_install_dir>\arserver\api\doc Header files:

<ar_install_dir>\arserver\api\include\*.hLibrary files:

<ar_install_dir>\arserver\api\lib*.dllSource code:

<ar_install_dir>\arserver\api\driver

Sample files <ar_install_dir>\arserver\samples

Email notification and submission configuration

(You must install and configure Remedy Email Engine guide to use notifications.)

<ar_install_dir>\arserver\conf\armaild.cfg

AR System help documentation docs folder on the CD or ESD location

System Error Messages Help <ar_install_dir>\arserver\help

File Location

File Location

Executables <mt_install_dir>

Configuration file <mt_install_dir>/Web-inf/classes/config.properties

Installed applications <mt_install_dir>\apps

JSP and .html files <mt_install_dir>\shared

.gif files <mt_install_dir>\shared\images

Javascript <mt_install_dir>\shared\javascript



Windows AR System client filesThese files are created or modified when you install AR System clients on Windows. The user settings contained in the <ar_home_dir> are default values until the user customizes these settings.

Note: If you use centralized preferences, the <ar_home_dir> files will be stored on the server and not in the local directories.

Configuration files <mt_install_dir>\shared\configServletExec configuration files:

vmoptions.properties

application.properties

servers.properties

Web application <mt_install_dir>\web-inf

Java class files <mt_install_dir>\web-inf\classes

Shared libraries <mt_install_dir>\web-inf\lib

Report form <mt_install_dir>\reports

File Location

Category Location

Executables <ar_home_dir>\*.exe

Help information <ar_home_dir>\resdlls\0009\*chm

User configuration <ar_home_dir>\ar.ini

AR System servers <ar_home_dir>\ar

Macros <ar_home_dir>\arcmds\<macro_name>.arq

User defaults <ar_home_dir>\<form_name>.ard

User views <ar_home_dir>\<form_name>.arv

Form definition cache <ar_home_dir>\<form_name>.arf

Custom report design <ar_home_dir>\arcmds\<report_name>.arr

AR System files on Windows ! 217


Remedy SNMP Agent filesThese Remedy SNMP Agent files are installed when you install the AR System server.

Forms installed with AR System

The following forms are installed when you install AR System, depending on your installation choices.

Basic server installationThis section describes the forms installed when you do not choose additional packages.

! Alert Events

! Alert List

! Application Pending

! Application Statistics

! Application Statistics Configuration

! AR System Application State

! AR System Currency Codes

! AR System Currency Label Catalog

! AR System Currency Localized Labels

! AR System Currency Ratios

! AR System Message Catalog

! Group

! Home Page

! Report

! ReportCreator

Category Location

Executables arsnmpd.exe, snmptrap.exe

Configuration arsnmpd.cfg, armonitor.cfg

MIBS RFC1213.txt, Remedy-ARS-MIB.txt



! ReportSelection

! ReportType

! Roles

! Server Events

! Server Statistics

! User

LDAP packagesIn addition to the forms installed with the basic installation, you also install the following forms for the LDAP.

! Configuration ARDBC

! ARDBC LDAP Configuration

! AREA LDAP Configuration

PreferencesThese forms are installed when you choose to install preferences.

! AR System Administrator Preference

! AR System User Central File

! AR System User Preference

For information about forms installed with Remedy Email Engine and Remedy Flashboards, see the Email Engine Guide and the Flashboards Administrator’s Guide.

Forms installed with AR System ! 219

Appendix

B
Customizing UNIX options
This appendix describes ways you can customize your system when installing AR System on UNIX.

Note: Make sure you have the most updated patches for Solaris and that you have read the Release Notes before you install the AR System and SDK.

Command options to suppress installation forms

To suppress the installation of all installation forms, including the User and Group forms, enter the following:

# ./ar_install -noschemas

Note: Use this option only when you intend to immediately load forms from a previous installation of AR System.

Customizing the system configuration

In some cases, you might want to move the files that are stored in system areas to non-system areas. To accomplish this, you must use a set of environment variables.

Customizing UNIX options ! 221


You can set these variables before you run the installation script. If set, they are read and followed by the installation process. In addition, the variables must be set before any of the AR System server executables are run (arserverd, arservdsd, arservftd, and armonitor).

Note: The installation script does not place these variables in the startup file for you if you request that the installation script create a startup file. You must update the startup file yourself to add these variables. During the installation, specify that the installation updates the startup file. After the installation is complete, edit the startup file to include the appropriate environment variables before the AR System server is run.

The files that are stored in system areas include:

! ar

! ar.conf

! ardb.conf

! armaild.conf

! /etc/arsystem/<server_name>/arsystem.lic

The message catalog files are also put into system areas if you have access. However, these files already have environment variables to allow you to specify alternate locations. These files are not discussed here.

For information about customizing your system configuration by modifying your ar and ar.conf file, see Configuring AR System.

The following variables will allow you to install the system without placing most files in system areas:

! ARCONFIGDIR

! AR_SYSTEM_LICENSE_DIR

You still must place the armonitor.conf file in /etc/arsystem/<server_name>.

222 "Appendix B—Customizing UNIX options


ARCONFIGDIRThe environment variable ARCONFIGDIR indicates to the AR System servers where the ar and ar.conf files are located.

You can set this variable as follows:

! Before installation, in which case all the ar and ar.conf files are created or updated in the directory that the ARCONFIGDIR variable specifies.

! Before running a client, in which case the ar file is read from the directory that the ARCONFIGDIR variable specifies.

! Before running the AR System server, in which case files are read from the directory that the ARCONFIGDIR variable specifies. However, if you specify the -i option in the command line, the files are read from the directory that the -i option specifies.

Note: The armonitor.conf file specifies the -i option. If you change the ARCONFIGDIR, you must also edit the armonitor.conf file.

If the variable is not set, the files are read from the default directory: <ar_install_dir>/conf

AR_SYSTEM_LICENSE_DIRThe environment variable AR_SYSTEM_LICENSE_DIR indicates to all AR System products where the arsystem.lic file exists. All licenses created for the system are stored in this file.

If the variable is set before installation, a file named arsystem.lic is created in the specified directory and set to the correct permissions. (If the variable is not set, the default directory is /etc/arsystem/<server_name>.) When running any server of AR System (or any AR System application), the arsystem.lic file in the indicated directory is checked to see if there is a valid license.

Language options

If you use UNIX, you will need to set the LANG environment variable.

Language options ! 223


Specifying a platform for installation

Generally, the installation script dynamically determines the platform on which you are installing AR System. However, you can set an environment variable to force the installation to use a particular platform. The variable is AROS. Set it as described in the following table:

Platform Value

HP 9000 Series 700/800 HP or HPUX

IBM RS/6000 IBM or AIX

Sun SPARC running Solaris SOLARIS

Linux LINUX

224 "Appendix B—Customizing UNIX options

Appendix

C
Mounting a CD-ROM on a UNIX system
You can run the UNIX AR System server and mid-tier installation scripts from either a locally attached CD-ROM drive or from a remote drive. Remote and local systems can have different operating systems. For example, you can install AR System on a Sun SPARC station running Solaris from a remote CD-ROM mounted on an HP workstation.

This appendix provides instructions for preparing a UNIX system to run the install script from either a locally mounted or remotely mounted CD-ROM.

Mounting the CD-ROM

Follow these steps to mount the Action Request System 6.3 for UNIX installation CD-ROM.

" To mount the CD-ROM:

1 Log in as the root user:

% su% Password: <root_user_password>

2 Insert the CD into the drive.

3 Create a CD-ROM mount point, if necessary.

# mkdir /cdrom

Mounting a CD-ROM on a UNIX system ! 225


4 Mount the CD-ROM device on the mount point, and verify its contents with the command for your operating system.

5 Continue with the appropriate procedure.

! If the drive is mounted locally, install the AR System server.

! If you are installing remotely, perform the following procedures to export the CD-ROM from the host and mount it over the network.

Exporting the CD-ROM from a remote host

Perform these steps at the remote host to make the device accessible over the network.

" To export the CD-ROM from a remote HP or AIX host:

1 Open the file /etc/exports in a text editor.

2 If the following entry does not exist, add the following line:

/cdrom -rom

This line enables the remote host to export the /cdrom mount point.

3 Export the directory from the remote host, using the appropriate command.

Platform Command

Solaris The volume manager automatically mounts the CD-ROM when it is inserted into the drive. By default, the directory is/cdrom/<arsystem_cd-rom_label>.

or

# cd <AR_System_6.3_CD-ROM_mount_point>/arsystem

HP-UX # /etc/mount <device_name> /cdrom

AIX # /usr/sbin/mount /cdrom

Platform Command

HP-UX # exportfs /cdrom

AIX # /usr/sbin/exportfs /cdrom

226 "Appendix C—Mounting a CD-ROM on a UNIX system


4 Verify that this host is exporting the mount point:

# exportfs

The listing should include the /cdrom mount point.

5 Go to “Mounting the remote CD-ROM at your local host.”

" To export the CD-ROM from a remote Solaris host:

1 Start the NFS-related daemons:

# /usr/lib/nfs/nfsd 8# /usr/lib/nfs/mountd

2 Share the mount point from the remote host:

# share -F nfs -o ro /cdrom/ars_6_0/

3 Verify that this host is exporting the mount point:

# share

The listing should include the /cdrom mount point.

4 Go to “Mounting the remote CD-ROM at your local host.”

Mounting the remote CD-ROM at your local host

Perform these steps at your local host, where you will install the AR System server.

" To mount the Remote CD-ROM at your local host:

1 Create a mount point if one does not already exist:

# mkdir /cdrom

2 Mount the remote directory.

Where <remote_host> is the computer with the CD-ROM drive, from where you just exported the drive.

3 Install the AR System server. See Chapter 3 for instructions.

Platform Command

HP-UX or AIX # mount -r <remote_host>:/cdrom /cdrom

Solaris # mount -r <remote_host>:/cdrom/ars_6_0 /cdrom

Mounting the remote CD-ROM at your local host ! 227


228 "Appendix C—Mounting a CD-ROM on a UNIX system

Appendix

D
Troubleshooting your installation
This appendix describes procedures to troubleshoot the AR System, mid-tier, and component installation. It also includes starting and stopping procedures for the AR System server, and uninstalling procedures for the server.

The appendix contains the following sections:

! Checking installation log files (page 230)

! Troubleshooting the AR System installation (page 230)

! Web services (page 232)

! Troubleshooting the mid tier installation (page 233)

! Starting and stopping the AR System server manually (page 236)

! Windows—Uninstalling AR System server (page 237)

Troubleshooting your installation ! 229


Checking installation log files

Each separate installer for AR System clients provides a log file (*_install.log) that captures installer activity and that is located in a temporary directory on the hard drive where you install the AR System client. Begin your troubleshooting by checking these files.

Troubleshooting the AR System installation

This section describes procedures to troubleshoot problems with the AR System installation.

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

" To start AR System server manually:

1 Log in as root or, in a non-root installation, log in as the user who starts AR System.

Note: Make sure that you have read/write access to the /dev/console file before you restart the server as non-root.

2 Enter the appropriate command, as shown in the following UNIX start commands table.

If you install multiple servers, your directory might be called arsystem_<servername>.

Table D-1: UNIX start commands

System Type Command

HP-UX If you added a startup script, use /sbin/init.d/arsystem start

or, if you accepted the default installation directory, use /usr/ar/<serverID>/bin start

or, if you installed into another directory, use <ar_install_dir>/bin/arsystem start

IBM AIX If you accepted the default installation directory, use /usr/ar/<serverID>/bin start


230 "Appendix D—Troubleshooting your installation


" To stop AR System server manually:

1 Log in as root or, in a non-root installation, log in as the user who starts AR System.

2 Enter the appropriate stop command:

If you install multiple servers, your directory might be called arsystem_<serverID>.

Solaris If you added a startup script, use /etc/init.d/arsystem start

or, if you accepted the default installation directory, use /usr/ar/<serverID>/bin/arsystem start


Linux If you added a startup script, use /etc/init.d/arsystem start

or, if you accepted the default installation directory, use /usr/ar/<serverID>/bin/arsystem start


System Type Command

HP-UX If you added a startup script, use /sbin/init.d/arsystem stop

or, if you accepted the default installation directory, use sb/usr/ar/<serverID>/bin/arsystem stop

or, if you installed into another directory, use <ar_install_dir>/bin/arsystem stop

IBM AIX If you accepted the default installation directory, use sb/usr/ar/<serverID>/bin/arsystem stop


Solaris If you added a startup script, use /etc/init.d/arsystem stop



Linux If you added a startup script, use /etc/init.d/arsystem stop



System Type Command

Troubleshooting the AR System installation ! 231


Warning: Do not use the kill -9 command to stop the AR System server. Doing so might leave your database in an inconsistent state.

UNIX—Clients unable to connect to the AR System serverDuring installation, you are prompted to enter an RPC port. If the RPC port you enter is zero (0), you might encounter the following error message when your AR System client tries to connect to the AR System server:

MessageType: 2MessageNum: 90MessageText: Cannot open catalog; Message number = 90AppendedText: localhost (0) : RPC: Program not registered

To correct the error, make sure that the localhost line in the /etc/hosts file is above the hostname line.

For example:

<host name>:/artest> cat /etc/hosts## Configured using SAM by root on Wed Nov 19 12:20:16 2003# @(#)B.11.11_LRhosts $Revision: 1.9.214.1 $ $Date: 96/10/08 13:20:0## The form for each entry is:# <internet address> <official hostname> <aliases>## For example:# 192.1.2.34 hpfcrm loghost## See the hosts(4) manual page for more information.# Note: The entries cannot be preceded by a space.# The format described in this file is the correct format.# The original Berkeley manual page contains an error in# the format description.#

127.0.0.1 localhost loopback10.40.232.27 <host name>

Web services

If you choose to install web services during the server installation, and you have not added the path of the Java jvm.dll library to the PATH environment variable, you will see the following error at the end of the installation:

arplugin can't find jvm.dll



You can resolve this in one of two ways:

! Either enter the Java jvm.dll library path in the PATH environment variable prior to installing the AR System server. The Java jvm.dll library path is found in the RuntimeLib tag of the Registry:

HKLM\SOFTWARE\JavaSoft\Java Runtime Environment\1.4

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

Troubleshooting the mid tier installation

This section describes procedures to troubleshoot problems with the mid tier installation.

Troubleshooting the ServletExec installationThis section describes procedures to troubleshoot the ServletExec installation on UNIX.

Verifying registration and settingsIf you encounter problems with ServletExec, first make sure that the product installed successfully by verifying the registration and settings.

" To verify the ServletExec registration and settings:

1 Go to http://<web_server>/servlet/admin in a browser.Open your ServletExec Admin page.

2 Verify that a license key appears in the License Key field.

If no key appears, contact Remedy Customer Support.

3 Click classpath under Virtual Machine in the left panel.

4 Verify that the tools.jar file appears in the classpath list.

5 Click Manage under the Web Applications in the left panel.

6 Verify that the web application ARSYSTEM appears in the list.

Troubleshooting the mid tier installation ! 233


Verifying the virtual optionsAfter you verify registrations and settings, verify the virtual options.

" To verify virtual options:

1 Choose Web Application > Manage on the left panel.

2 Choose ARSYSTEM under the Configure column.

3 Fill in the following information:

! Application Name: ARSYSTEM

! URL Context Path: /arsys/

! Location: <File system path for the mid-tier install directory >

Note: To configure the mid tier, access the configuration tool at: http://<host>/<contextpath>/apps/shared/config/config.jspwhere <host> is the name of the web server and <contextpath> is the path representing the location of the mid tier (arsys by default). Use arsystem as the default login password. For information on mid tier settings, see the configuration tool help at: http://<host>/<contextpath>/apps/shared/doc/config/en/.

Installing the mid tier into a separate directoryIf you install the mid tier in the same directory as other AR System components, you will see the following error message:

Error. The server encountered an unexpected condition which prevented it from fulfilling the request.

If you see this message, uninstall the mid tier and reinstall it into its own separate directory.

ServletExec—Verifying the mid-tier installationIf you encounter any problems with ServletExec, first make sure that the product installed successfully. To do so, verify the registration, and then verify the virtual settings.

" To verify ServletExec registration and settings:

1 Open the ServletExec Admin page.



2 Windows:

Choose:

! Start > Programs > New Atlanta ServletExec 5.0 ISAPI > ServletExec Admin (for IIS)

! Start > Programs > New Atlanta ServletExec 5.0 NSAPI >ServletExec Admin (for the Sun web server)Or

! Go to http://<web_server>/servlet/admin in a browser.

3 Verify that a license key appears in the License Key field.

If no key appears, contact Remedy Customer Support.

4 Click classpath under Virtual Machine in the left panel.

5 Verify that the tools.jar file appears in the class path list.

6 Click Manage under the Web Applications in the left panel.

7 Verify that the web application ARSYSTEM appears in the list.

" To verify virtual options:

1 Choose Web Application > Manage on the left panel.

2 Choose ARSYSTEM under the Configure column.

3 Fill in the following information:

! Application Name: ARSYSTEM

! URL Context Path: /arsys/

! Location: <File system path for the mid-tier install directory that you created in step 1>

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

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

Troubleshooting the mid tier installation ! 235


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

Starting and stopping the AR System server manually

You can choose to start AR System server automatically or manually. You can also stop the server manually.

Windows—Starting AR System serverThis section describes how to start AR System server manually on Windows.

" To start 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 Remedy Action Request System Server.

! Additional servers are listed as AR System <server name>.

3 Choose Action > Start.

Windows—Stopping the AR System serverThis section describes how to stop the AR System server manually on Windows.

You can stop other AR System Services using the same procedure. To stop multiple AR System Services, stop them in the following order:

1 AR System server

2 Remedy Email Engine

3 AR System Portmapper



" To stop AR System server:

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 Remedy Action Request System Server.

! Additional servers are listed as AR System <server name>.

3 Choose Action > Stop.

Windows—Uninstalling AR System server

Follow this procedure to uninstall AR System server.

Note: You must use this procedure to uninstall AR System.

The uninstall process does not remove the AR System database from your system. This way, your data and structures remain intact, so that you can choose to upgrade the AR System database if you reinstall the server.

If you uninstall an AR System server and install another server, the installer detects the existing AR System database, and you are presented with the screens for an upgrade or overwrite process, not a new installation process.

In other words, even if you uninstall an AR System server, when you run the installer, you will receive the screen giving you the option to upgrade or overwrite the AR System database.

" To uninstall an AR System server on Windows:



The Add/Remove Programs Properties dialog box appears.

3 Select the AR System server from the list of installed software.

4 Click Add/Remove.

The Action Request System uninstallation dialog box appears.

Windows—Uninstalling AR System server ! 237


5 Click OK.

The uninstallation process stops any AR System services that are running.

You might be prompted to remove shared files. It is generally safe to remove shared files, because the registry tracks the applications that use files. However, applications that do not use the registry might use a shared file, so if you are not sure of the impact of removing a shared file, do not remove it.

If you do not remove shared files, some server files will remain on your system. You can remove these files manually. Check the uninstall log for information.

You are also prompted to remove directories and their contents. Remove these items only if you are sure that you want to remove everything from the specified directory.


Index

AApache web server, postinstallation tasks 177API, described 38AR System clients

installing 197uninstalling 208

AR System serverstarting manually

UNIX 230Windows 236

stopping manuallyUNIX 231Windows 237

uninstalling manually on Windows 237AR_SYSTEM_LICENSE_DIR variable 223ARCONFIGDIR variable 223ARDBC plug-in, described 39AREA plug-in, described 39audience for guide 9

Bbackground, Remedy Mid Tier 152BMC Portal plug-in, described 39

CCD-ROM

exporting from a remote host on UNIX 226mounting on the local host 227mounting on UNIX 225

centralized preferences, explained 38client files, location 217

clientsinstallation 197preinstallation steps 198

configurationchoosing 18email access 25extended 23minimal 21sample 21web 24

Crystal Web, component server 153

Ddatabase names, described 40database passwords, described 40DB2 database

installing on UNIX 52installing on Windows 64postinstallation steps 78preinstallation steps

UNIX 49Windows 61

tablespaces, described 48worksheets

UNIX 52Windows 64

default Home directory 198

Index ! 239


default installation directoriesclients and components 212mid tier and components 212server and components 212

destination directory 35

EElectronic Software Distribution 10email access 25ESD 10

Ffile locations, Windows 215files, UNIX startup 222

IInformix database

preinstallation steps 98worksheet 98

installationdirectories, default 212non-root 33specifying platforms 224system requirements 10troubleshooting 10, 230

installation forms, suppressing 221installation instructions

DB2 databaseUNIX 52Windows 64

Informix database 98mid tier, Windows 163MS SQL database 82Oracle database

UNIX 123Windows 136

ServletExecUNIX 165Windows 165

Sybase database 108installation option

destination directory 35overwrite 42plug-ins 43port numbers 36

installation option (continued)Remedy SNMP Agent 43server name 34share 42system components 38Unicode 44upgrade 41web services 43

internal Java, disabling 159

LLANG environment variable 223language options 223log in servers, adding in Remedy Administrator

202, 205, 208

Mmid tier

installationcomponents and patches 153requirements 19Windows 163

preinstallation tasksMicrosoft Internet Information Server

160required components 153uninstalling

on UNIX 178on Windows 195

UNIX files, location 214upgrading, description 161verifying installation

UNIX 233Windows 234

Windows files, locations 216worksheet, Windows 163

minimum configuration 21MS SQL database

installation instructions 82preinstallation steps 80worksheet 82

Nnon-root installation 33

240 "Index


OOracle database

installation instructionsUNIX 123

installation instructionsWindows 136

preinstallation steps 116, 130preparing environment 117remote installs 133rollback segments 121, 133Undo spaces 121, 133worksheets 123, 136

overwrite installation option 42, 91

Ppatches, for mid tier 153permissions, changing in ServletExec directory

177plug-ins

components 43described 38

port numbersassigning 37installation option 36reserved 37

portmapper, registering server with 36postinstallation steps

DB2, UNIX 78Informix database 106MS SQL 95Oracle database, Windows 149

preinstallation stepsApache web server 157DB2 database

UNIX 49Windows 61

general 31Informix database 98MS SQL database 80Oracle database 116Oracle database, Windows 130ServletExec

UNIX 155Windows 161

preinstallation steps (continued)Sun One web server

UNIX 155Windows 158

Sybase database 107

Rregistering with portmapper 36related documents 11Remedy Administrator

adding log in servers 205, 208installing 200

Remedy SNMP agent, described 43Remedy User, installing 203remote installs, Oracle database 133required components, mid tier 153rollback segments, Oracle database 121, 133

Ssample configurations 21sample forms, suppressing installation 221samples, described 40server

starting manually on Windows 236stopping manually on Window 237uninstalling manually on Windows 237

server name installation option 34ServletExec

directory, changing permissions 177installation instructions

UNIX 165Windows 165

preinstallation stepsUNIX 155Windows 161

registration, verifying 233starting and stopping manually 179worksheet

UNIX 165Windows 165

share installation option 42, 91Simple Network Management Protocol (SNMP),

described 43Sm@rtCert client 81SNMP installation option 43

Index ! 241


SNMP. See Simple Network Management Protocol (SNMP)

specifying installation platforms 224start commands, UNIX 230startup file, UNIX 222startup options 45Sun One web server

disabling 159preinstallation steps

UNIX 155Windows 158

refreshing 176, 194Sybase database

installation instructions 108worksheets 108

system components installation option 38system configuration, customizing 221system requirements 10

Ttablespaces for DB2 database, described 48troubleshooting the installation 10, 230

UUndo spaces, Oracle database 121, 133Unicode

described 44installation option 44

uninstallingAR System clients 208AR System server, manually on Windows 237

UNIXchecking uninstall 179environment variables 221exporting a CD-ROM 226file location 213mounting a CD-ROM 225start command 230startup file 222variables 221

upgrade installation option 41user configuration directory 198

Vvariables, UNIX environment 221virtual options, verifying 234

Wweb configuration 24web services, described 43Windows files, locations 215worksheets

client installation 199DB2 database

UNIX 52Windows 64

mid tier, Windows 163MS SQL database 82Oracle database

UNIX 123Windows 136

ServletExecUNIX 165Windows 165

Sybase database 108

242 "Index

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Installing AR SYSTEM

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