ARS 7.5 Install Guide

BMC Remedy Action Request System 7.5.
00
Installation Guide
January 2009
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Support by telephone or email

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SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact
your local support center for assistance.
Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:
■ Product information
— Product name
— Product version (release number)
— License number and password (trial or permanent)
■ Operating system and environment information
— Machine type
— Operating system type, version, and service pack
— System hardware configuration
— Serial numbers
— Related software (database, application, and communication) including type, version, and service pack or
maintenance level
■ Sequence of events leading to the problem
■ Commands and options that you used
■ Messages received (and the time and date that you received them)
— Product error messages
— Messages from the operating system, such as file system full
— Messages from related software
License key and password information
If you have a question about your license key or password, contact Customer Support through one of the following
methods:
■ E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>,
such as SupID:12345.)
■ In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support
center for assistance.
■ Submit a new issue at http://www.bmc.com/support_home.
Contents
Preface 9
Obtaining system requirements and software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Chapter 1 Planning an AR System installation 13

Choosing a configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Sample configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Configuring with minimum requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Extending configuration to multiple servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Extending configuration to the Web. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Extending configuration to include email access . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Chapter 2 Roadmap and requirements 21

Installation roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Important documents to review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
AR System server and BMC Remedy Mid Tier hardware requirements . . . . . . . 23
AR System application hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Server operating system platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Licensing AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Chapter 3 Preparing your database 29

General database tips. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Preparing your Microsoft SQL server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Windows Authentication mode and SQL server . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Pre-creating a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Preparing your Oracle database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Setting up a previously created tablespace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Preparing your Sybase database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Preparing your DB2 database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Creation of a 32KB tablespace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Preparing your Informix database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Contents 5
Chapter 4 Pre-installation procedures 45
General preparation tips for all products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Preparing to run the installer on a Windows system . . . . . . . . . . . . . . . . . . . . . . . . 46
Preparing to run the installer on a UNIX system . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Preparing to run the installer on a Unicode system . . . . . . . . . . . . . . . . . . . . . . . . . 48
Choosing a minimal versus custom setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Upgrading tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
AR System server pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Installing multiple instances. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Preinstallation considerations specific to UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Understanding port numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
AR System server name alias and host name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Upgrade, Overwrite, or Server Group options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Installing servers in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Required passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
API suite and plug-ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
BMC Remedy SNMP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Full Text Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Creating logs during installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Approval Server pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Assignment Engine pre-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Email Engine pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Software prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Windows—Preinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
UNIX—Preinstallation tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Flashboards pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Mid-tier pre-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Deciding how to install the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Deciding which JSP engine to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
What the installer does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Installing components and patches for the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . 70
Installing the AR Crystal Web Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Preparing your web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
BMC Remedy Developer Studio pre-installation procedures . . . . . . . . . . . . . . . . . . . . 72
BMC Remedy User and BMC Remedy Alert pre-installation procedures. . . . . . . . . . 73
Determining the user configuration directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Uninstalling existing client versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Chapter 5 Installation worksheets 75

All features worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
AR System server worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
BMC Remedy Approval Server worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
BMC Remedy Assignment Engine worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
BMC Remedy Email Engine worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
BMC Remedy Flashboards worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
BMC Remedy Mid Tier worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
BMC Remedy User and BMC Remedy Alert worksheet . . . . . . . . . . . . . . . . . . . . . . . . 90
6 Installation Guide
BMC Remedy Developer Studio worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
BMC Remedy Data Import worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Chapter 6 Running the installers 93

Running the suite installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Running the client installers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Chapter 7 Post-installation procedures 95

Post-installation tip for upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
AR System server post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Starting and stopping the AR System server manually. . . . . . . . . . . . . . . . . . . . . . 96
Increasing the default maximum memory growth on HP-UX . . . . . . . . . . . . . . . . 97
Approval Server post-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Email Engine post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Starting and stopping the Email Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Flashboards post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Starting or stopping the Flashboards server manually . . . . . . . . . . . . . . . . . . . . . 100
Running the Flashboards server after exiting a shell . . . . . . . . . . . . . . . . . . . . . . . 100
Installing and configuring Flashboards samples . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Mid Tier post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Verifying that the mid tier is working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Making sure your JSP engine has the proper permissions . . . . . . . . . . . . . . . . . . 102
Proxy server and load balancer settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Running Tomcat with IIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Disabling ServletExec after an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Changing the mid tier configuration password . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Troubleshooting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Chapter 8 Uninstalling AR System features and clients 109

Uninstalling AR System features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Uninstallation tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Appendix A Locating AR System files and forms 111

Default installation directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Installed files and locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
AR System server file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Approval Server file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
BMC Remedy Email Engine locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
BMC Remedy Mid Tier file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
AR System client file locations on Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Appendix B Using the silent installer 121
Contents 7
Appendix C Unicode and AR System 125
Installing and upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Upgrading serialized data from version 6.3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Compatibility considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Character sets and lengths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Unicode and version 6.3.00. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Non-Unicode and version 7.x. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Unicode clients and non-Unicode servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
AR System components and Unicode considerations . . . . . . . . . . . . . . . . . . . . . . 132
Appendix D Installing Full Text Search 137

Installing SearchServer on Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Installing SearchServer on UNIX and Linux . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Installing FTS in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Appendix E Using the AR System Maintenance Tool 143

Using installation and uninstallation logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Contents of the logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Zipping logs to send to BMC Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Encrypting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Index 147
Preface
IMPORTANT
The compatibility information listed in the product documentation is subject to
change. See the compatibility matrix at http://www.bmc.com/support_home for the
latest, most complete information about what is officially supported.
Carefully read the system requirements for your operating system, especially the
patch requirements.
This guide provides general information and step-by-step instructions for

installing the BMC Remedy Action Request System (AR System) 7.5.00 features.
The guide is intended for system administrators who will install the AR System
features. To successfully install the features, you should be familiar with the
environment you are installing the server on (Windows or UNIX®), database
configuration, and web configuration.
NOTE
Read the Release Notes before you perform any of the steps in this chapter. Check
the Customer Support website for updated information about software patches
and the compatibility matrix.
Preface 9
BMC Remedy Action Request System 7.5.00
Obtaining system requirements and software

System requirements vary for server and client computers, and for international
environments.
You might need to upgrade your operating system (or, in the case of servers, your
database) to be compatible with the new version of AR System. See the following
documents at http://www.bmc.com/support_home for the most current information
about system requirements, including international and client requirements and
patch requirements:
Release notes
Product compatibility matrix
NOTE
To access the Customer Support website, you must have a Support contract.
AR System software is available by HTTP download or on DVD. If you download

AR System, you will receive a password when you make your purchase. You must
have a password to download the software and documentation.
For more information about obtaining software, contact your sales representative.
Non-Web-based clients are available for Windows only. Client computers must
have network access to the installed AR System servers they will connect to. This
requires any of the network adapter cards (that support TCP/IP protocol or
Windows sockets) needed by the networking software to connect to the network
where the AR System server resides.
AR System documents
The following table lists documentation available for AR System products.
Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is
available on AR System product installation DVDs, on the Customer Support
website (http://www.bmc.com/support_home), or both.
You can access product help through each product’s Help menu or by clicking
Help links.
Title Description Audience

1
Concepts Guide Overview of AR System architecture and features; includes Everyone
information about add-on products that extend AR System
functionality and a comprehensive glossary for the entire
AR System documentation set.
Installation Guide Instructions for installing AR System. Administrators
Introduction to Application Information about the development of AR System Developers2
Development with BMC applications, including an introduction to using BMC
Remedy Developer Studio Remedy Developer Studio.
AR System documents

Form and Application Objects Information about AR System applications and their user Developers
Guide interface components, including forms, fields, views,
menus, and images.
Workflow Objects Guide Information about the AR System workflow objects (active Developers
links, filters, and escalations) and how to use them to create
processes that enforce business rules.
Configuration Guide Information about configuring AR System servers and Administrators
clients, localizing, importing and exporting data, and
archiving data.
BMC Remedy Mid Tier Guide Information about configuring the mid tier, setting up Administrators
applications for the mid tier, and using applications in
browsers.
Integration Guide Instructions for integrating AR System with external Administrators/
systems by using web services, plug-ins, and other products, Developers/
including LDAP, OLE, and ARDBC. Programmers3
Optimizing and Information about monitoring and maintaining AR System Administrators/
Troubleshooting Guide and AR System applications to optimize performance and Developers/
solve problems. Programmers
Database Reference Database administration topics and rules related to how Administrators/
AR System interacts with specific databases; includes an Developers/
overview of the data dictionary tables. Programmers
BMC Remedy Distributed Information about implementing a distributed AR System Administrators
Server Option Guide server environment with BMC Remedy Distributed Server
Option (DSO).
BMC Remedy Flashboards Instructions for creating, modifying, and administering Administrators/
Guide flashboards to display and monitor AR System information. Developers
C API Reference Information about AR System data structures, C API Programmers
function calls, and OLE support.
C API Quick Reference Quick reference to C API function calls. Programmers
™ ™
Java API Information about Sun Java classes, methods, and Programmers
variables that integrate with AR System. For the location of
the JAR file containing this online documentation, see the
information about the Java API in the Integration Guide.
Java Plug-in API Information about Java classes, methods, and variables used Programmers
to write plug-ins for AR System. For the location of the JAR
file containing this online documentation, see the
information about plug-ins in the Integration Guide.
BMC Remedy Email Engine Instructions for configuring and using BMC Remedy Email Administrators
Guide Engine.
Error Messages Guide Descriptions of AR System error messages. Administrators/
Developers/
Programmers
Master Index Combined index of all books. Everyone
BMC Remedy Approval Instructions for using BMC Remedy Approval Server to Administrators
Server Guide automate approval and signature processes in your
organization.
Preface 11

Release Notes Information about new features, compatibility, and Everyone
international issues.
Release Notes with Open Information about new features, compatibility, international Everyone
Issues issues, installation planning, and open issues.
BMC Remedy User Help Instructions for using BMC Remedy User. Everyone
BMC Remedy Developer Instructions for using BMC Remedy Developer Studio to Developers
Studio Help develop AR System forms, workflow objects, and
applications.
BMC Remedy Data Import Instructions for using BMC Remedy Data Import. Administrators
Help
BMC Remedy Alert Help Instructions for using BMC Remedy Alert. Everyone
BMC Remedy Mid Tier Instructions for configuring BMC Remedy Mid Tier. Administrators
Configuration Tool Help
BMC Remedy Browser Instructions for using AR System forms in browsers. Everyone
Help
1
The full title of each guide includes BMC Remedy Action Request System 7.5.00 (for
example, BMC Remedy Action Request System 7.5.00 Concepts Guide).
2
Application developers who use BMC Remedy Developer Studio.
3
C and Java programmers who write plug-ins and clients for AR System.
Chapter
1 Planning an AR System
installation
AR System has many system features and configuration options. Planning is key
to a successful installation.
The following topics are provided:
Choosing a configuration (page 14)
Sample configurations (page 16)

Choosing a configuration
AR System consists of server and client features that you combine to create the
types of access you want to enable. Certain features are required for all AR System
installations, while other features are optional. This chapter describes the
following configurations:
“Configuring with minimum requirements” on page 16
“Extending configuration to multiple servers” on page 17
“Extending configuration to the Web” on page 18
“Extending configuration to include email access” on page 19
The sample configurations shown in this chapter do not represent all possible
combinations. Configurations are also flexible; you can change your configuration
any time.
AR System has a flexible and scalable architecture, and can be configured
depending on current and future needs.
AR System requires several compatible features to function correctly. Check the
compatibility matrix on the Customer Support website at http://www.bmc.com/
support_home to see if your current features are compatible with the AR System
version you are using.
The following features can be installed with the suite installer.
AR System server
The AR System server can be installed on UNIX, Linux®, or Windows.
The AR System server is the primary feature that manages user interaction with
the underlying database. The AR System server interacts with the database and
provides information to the user independent of the underlying database. For
more information, see the Concepts Guide.
AR System can be installed with a variety of underlying databases, such as
Microsoft SQL Server or Oracle®. The database can be installed on any computer
that is accessible to the AR System server.
The AR System installer creates an AR System database with a series of tables that
make up a data dictionary where form, filter, escalation, and other definitions are
stored. The AR System installer also creates the user of the AR System database.
The structure of the AR System database varies depending on the underlying
database. For more information, see the Database Reference Guide.
BMC Remedy Mid Tier
BMC Remedy Mid Tier can be installed on a UNIX, Linux, or Windows system.
Mid tier is optional middleware that enables AR System access through a browser.
A web server and the mid tier must be installed on the same computer. This
computer can be networked to the AR System server computer. One mid tier can
permit access to multiple AR System servers.
Choosing a configuration
BMC Remedy Mid Tier Configuration Tool is installed with the mid tier. Use this
tool to define which AR System servers the mid tier can access.
Client computers must have a supported browser installed. Users need AR System
permissions to submit AR System requests and search the database through the
web.
For more information, see the Concepts Guide.
BMC Remedy Email Engine
Access to AR System servers is available to all supported platforms through the
BMC Remedy Email Engine (Email Engine).
The Email Engine is a process (on UNIX) or a service (on Windows) that
transforms email messages into an interface to the AR System server. The Email
Engine enables users to instruct the AR System server to perform queries,
submissions, or modifications to entries, all using email. The Email Engine can also
return the results of such requests in email, formatted as plain text, RTF, HTML, or
XML content. In addition, the Email Engine can process notifications using
workflow actions, such as filters and escalations.
For more information, see the BMC Remedy Email Engine Guide.
Approval Server
The BMC Remedy Approval Server is a self-contained, shared module that can be
attached to any AR System application. It is a flexible solution for automating any
approval or signature process across any organization. You can have multiple
Approval Servers running with multiple AR System servers on one machine.
Assignment Engine
The Assignment Engine enables you use processes instead of workflow to
automatically assign requests to individuals. When you install the Assignment
Engine, the installer installs forms to help you set up the processes. For more
information, see the Configuration Guide.
Flashboards
Flashboards enables you to include dynamic, graphical representations of data in
AR System forms. You can use flashboards to process, store, and display data in
the form of graphs, charts, text boxes, and meters. You can summarize data for
trend or historical analysis.
BMC Remedy Developer Studio
BMC Remedy Developer Studio is an integrated development environment (IDE)
for AR System applications. It provides all the application development functions
needed to design an application.
BMC Remedy Developer Studio uses the Java™-based Eclipse platform to provide
a framework for its functions. Eclipse includes functions to organize the user
interface (UI) and to work with UI components that Developer Studio provides.
BMC Remedy Developer Studio can be installed on Windows only.

BMC Remedy Data Import

BMC Remedy Data Import allows you to import data from a source file into an
AR System form.
BMC Remedy User
BMC Remedy User serves two functions:
Permits users to access AR System from client computers where they can submit
requests and search the database.
Provides administrative functions.
For more information, see BMC Remedy User help.
BMC Remedy User can be installed on Windows only.
NOTE
A user can also interact with the AR System server through supported browsers
connecting to the AR System server using the mid tier.
BMC Remedy Alert

BMC Remedy Alert is an optional feature that informs users about AR System
transactions, such as when a request has been assigned to a user, or when a request
has been escalated.
Users can access alerts with BMC Remedy User, or through a browser if the mid
tier is installed and BMC Remedy Alert has been configured for the Web.
BMC Remedy Alert can be installed on Windows only.
Sample configurations
The graphics on the following pages show the required and optional features in
sample configurations. These sample configurations do not demonstrate all
possibilities. AR System is flexible, adaptable, and scalable, so you can mix and
match features as needed.
Configuring with minimum requirements

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 is the interface to,
the database.
One or more BMC Remedy Developer Studio clients for server
administration—BMC Remedy Developer Studio can be installed on the same
computer as a Windows AR System server, or installed on a remote computer
with network access to a Windows or UNIX AR System server.
One or more BMC Remedy User clients for administration and user access—
BMC Remedy User is required for some administrative tasks, so both
BMC Remedy Developer Studio and BMC Remedy User are typically installed
on client computers used by AR System administrators.
BMC Remedy User is required for user access in a minimum configuration and
is often installed, although not required, in other configurations if BMC Remedy
Mid Tier is installed.
One or more BMC Remedy Alert clients for user notification—BMC Remedy
Alert is an optional tool that receives alert notifications and notifies users
proactively that an alert has arrived. It is installed on client computers in the
same location as BMC Remedy User.
Figure 1-1: Minimum configuration for AR System
BMC Remedy
Developer Studio
AR System server
Alert
Database
BMC Remedy User
Extending configuration to multiple servers

You can extend your system configuration to include two or more AR System
servers. For example, you can add another AR System server exclusively for
development, or several AR System servers for production.
Each AR System server communicates with one database. Multiple AR System
servers can communicate with the same database.

Figure 1-2: Extended configuration for AR System
BMC Remedy User
AR System server
Alert
Database
BMC Remedy Alert

Developer Studio
Extending configuration to the Web

You can install the mid tier and required supporting features on a web server
computer to allow users to access AR System through a browser. The web server
and mid tier must be installed on the same computer, and this computer can be
networked to the AR System server computer. All features can be installed on the
same computer, but verify that the computer has adequate resources available
(memory, disk space, processor power).
Client computers require a supported browser and Internet or intranet access to
the mid tier computer to access AR System.
In addition to the required mid tier configuration, web configuration requires:
BMC Remedy Mid Tier that resides on a web server computer—A supported
web server, Sun Microsystems SDK (which includes the JRE™), a supported
Java Server Pages (JSP) engine, and a supported browser are required. A single
mid tier can access multiple AR System servers.
For more information about Sun Java products, go to
http://java.sun.com/j2se/.
User clients that have a supported browser installed—No installation is
required on client computers. You can use your browser to access the alert list
without installing BMC Remedy Alert; however, you must install BMC Remedy
Alert to receive alerts.
A browser-only client configuration is suitable for environments in which users
will access AR System through a browser. However, you can also install
BMC Remedy User on client computers to provide a choice of access tools.
Figure 1-3: Typical web configuration for AR System
BMC Remedy User Web browsers
AR System server
Mid tier
Alert
Database
BMC Remedy Alert

Developer Studio
Extending configuration to include email access

To allow users to access AR System through an email client, and to receive email
notifications, you must install and configure the Email Engine on each instance of
AR System server.
The Email Engine configuration requires:
A mail server that supports either SMTP (on UNIX or Windows) or MAPI (on
Windows only) for outgoing mail, and POP3, IMAP4, MAPI, or MBOX for
incoming mail. The mail server must be accessible by the Email Engine.
A compatible version of Java for your operating system.
For more information about using the Email Engine, see the BMC Remedy Email
Engine Guide.

Chapter
2 Roadmap and requirements
Before you install AR System, you should understand the entire installation
process.
Installation roadmap (page 22)
Important documents to review (page 22)
Hardware requirements (page 23)
Software requirements (page 25)
Licensing AR System (page 27)
NOTE
To avoid installation problems, consider installing only one version of the
AR System server on your computer.

Installation roadmap
The suite installer allows you to install one or many AR System features. Following
is an overview of the process you should follow when installing.
Step 1 Choose a configuration. (See page 13.)
Step 2 Review the documentation. (See page 22.)
Step 3 If you have Unicode servers, review the Unicode appendix. (See page 125.)
Step 4 Prepare your database. (See Chapter 3, “Preparing your database.”)
Step 5 Prepare your system to install AR System features and clients. (See Chapter 4,
“Pre-installation procedures.”)
Step 6 Complete the worksheets. (See Chapter 5, “Installation worksheets.”)
Step 7 Install AR System. (See Chapter 6, “Running the installers.”)
Step 8 Perform post-installation procedures. (See Chapter 7, “Post-installation

procedures.”)
Step 9 License the server. (See the Configuration Guide.)
Important documents to review

Review open issues, localization, and other AR System information in the
AR System 7.5.00 Release Notes, which can be found at http://www.bmc.com/
support_home.
Review the most current product compatibility information at http://
www.bmc.com/support_home.
If you plan to install BMC Remedy applications, review the individual
applications manuals and release notes. Minimum requirements for
applications exceed the minimum requirements for installing the server and
mid tier.
You can find these documents on product DVDs or at http://www.bmc.com/
support_home.
Hardware requirements
Hardware requirements
The hardware requirements for any given environment depend on the size and
amount of activity you expect. This section describes minimum and recommended
requirements, suitable for a small organization.
In most cases, BMC recommends that you perform an analysis of your
organization’s needs to determine the hardware requirements for your
installation.
Minimum requirements
The minimum requirements given are intended for use in non-production, proof of
concept, or small development environments. These let you install the AR System
server, launch BMC Remedy User, and view the AR System sample application
without further customization on a Windows-based server.
Recommended requirements
The recommended requirements given are guidelines for use in a very small
production environment of approximately 50 concurrent users, or less, with
minimal expected throughput. Additional hardware resources are needed
depending on the size and number of applications used on the AR System server,
the number of users connecting to the AR System server, and the number of
transactions processed.
NOTE
The following requirements are for Windows-based servers. UNIX-based servers
have comparable hardware requirements.
The following requirements do not include database minimum requirements,

which vary by vendor. See the database vendor’s documentation for
recommended database system requirements.
AR System server and BMC Remedy Mid Tier hardware requirements

This section discusses the minimum and recommended hardware requirements
for a server running AR System or BMC Remedy Mid Tier (mid tier).
NOTE
If you use a mid tier, BMC Remedy strongly recommends that you install it on a
separate server, with the same minimum and recommended requirements as an
AR System server. If, however, you do combine a mid tier and an AR System
installation on the same server, see the following section, “Combined AR System
and mid tier requirements,” for recommendations concerning that server’s
minimum and recommended hardware requirements.

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

Minimum Recommended
512 MB of available RAM 1 GB of available RAM
800 MB of available hard disk space 2 GB of available hard disk space
2.8 GHz processor 2.8 GHz processor
Combined AR System and mid tier requirements

This section describes the hardware requirements for a single server running both
AR System and the BMC Remedy Mid Tier.
Table 2-2: Combined AR System and mid tier requirements

Minimum Recommended
1 GB of available RAM 2 GB of available RAM
1.5 GB of available hard disk space 4 GB of available hard disk space
2.8 GHz processor 2.8 GHz processor
Client tool requirements

The minimum requirements for BMC Remedy User and BMC Remedy Alert are:
Pentium 4-class
1.3 GHz or higher
512 MB memory
75 MB of free disk space
The minimum requirements for BMC Remedy Developer Studio are:
Pentium 4-class
1.3 GHz or higher
512 MB memory
100 MB of free disk space
Software requirements
AR System application hardware requirements

The basic AR System hardware requirements increase when you install
applications that run on top of AR System. The following table displays the
minimum and recommended hardware requirements for an AR System server
and one complex application (for example, a BMC Remedy ITSM application), in
a production environment, on a Windows-based server.
NOTE
Each additional complex application requires an additional 2 GB of disk space.
Table 2-3: AR System application hardware requirements

Minimum Recommended
2 GB of available RAM 4 GB of available RAM
4 GB of available hard disk space 8 GB of available hard disk space
Dual 3 GHz processor Dual 3 GHz processor
Software requirements
You must have the appropriate software installed before you install AR System
features and clients as outlined in the following lists.
See the compatibility matrix at http://www.bmc.com/support_home for a
complete list of compatible software and versions.
AR System server
One of the following databases:
IBM® DB2®
Informix
Microsoft SQL
Oracle
Sybase
Approval Server
AR System
Assignment Engine
AR System
Email Engine
AR System
Java Runtime Environment (JRE)
Mail server

Flashboards
AR System
BMC Remedy Mid Tier
Mid Tier
Web application server
Java Development Kit (JDK)
Java Server Page (JSP) engine
AR System
Developer Studio
Server operating system platforms

In release 7.5, the Sun™ Solaris™, HP-UX (PA-RISC), HP-UX (Itanium) and IBM
AIX® servers are 64-bit releases. The installation includes both 32-bit and 64-bit
libraries, to support 32-bit and 64-bit applications. You must install the 64-bit AR
System servers on a compatible 64-bit operating system platform.
For the most up-to-date information about 64-bit AR System server compatibility
with specific operating systems and versions, see the compatibility matrix on the
BMC Remedy Customer Support website (http://www.bmc.com/support_home).
IMPORTANT
64-bit servers must run against 64-bit databases.
Plug-ins
On the HP Itanium platform (HPIA-64), HP-PA plug-in applications must be
configured to run in the C-based plug-in server. On the other 64-bit platforms,
plug-in applications can run in either the C-based or the Java-based plug-in server.
32-bit Java requirement

AR System Java-based applications, such as BMC Remedy Mid Tier, Email Engine,
and Flashboards server, are compiled as 32-bit for all platforms, and require that
you install a 32-bit JVM. Using a 64-bit JVM is not supported at this time.
Licensing AR System
Licensing AR System
AR System licensing grants the legal use of AR System and is necessary for
performing unlimited operations that change the database (for example, updating
requests).
NOTE
You do not need a license to install AR System features, such as BMC Remedy
Developer Studio.
For more information about licensing AR System, see the Configuration Guide.

Chapter
3 Preparing your database
Before you install the AR System server, you must prepare your database
properly.
General database tips (page 30)
Preparing your Microsoft SQL server (page 31)
Preparing your Oracle database (page 33)
Preparing your Sybase database (page 35)
Preparing your DB2 database (page 37)
Preparing your Informix database (page 42)

General database tips

To avoid a decline in AR System server performance, remember the following tips:
Do not use a firewall between the AR System server and database tiers. This can
impact performance significantly.
When possible, set up a high-speed backbone between the AR System server
and the database server.
If using Ethernet, install the AR System server and the database server on a
separate switched network that is isolated from other network traffic.
Avoid putting a wide-area network between the AR System server and the
database server.
Make sure that each network device between the AR System server and the
database server is communicating at the maximum bandwidth.
If you are planning to install CMDB or ITSM applications in addition to
AR System, the following minimum space is required:
2 GB for the data file
1 GB for log and temp files
When installing more than one ITSM application, add 200MB to the data file and
100MB to the log file size for each additional application.
For information about database recommendations for other applications, see the
applications’ guides.
For Oracle databases where you will install the BMC Remedy ITSM application,
the REDO log should be at least 500 MB.
For Oracle databases, set your tablespaces to auto-extend.
NOTE
A common issue is that a router's Auto Negotiate option can incorrectly set the
router to 10 Mb Half Duplex. NICs, routers, and other network devices then agree
on the fastest speed to communicate together, but that speed is usually too slow.
To remove this variable, if all the network devices can communicate at 1GB Full
Duplex, set them as such, and disable the Auto Negotiate option on the router.
For technical assistance on installing your database, contact the database vendor.
Preparing your Microsoft SQL server
Preparing your Microsoft SQL server

This section describes the steps you should perform with your Microsoft SQL
database before you install AR System.
To prepare your Microsoft SQL database

1 Install the SQL Server database.
You can install it on the same computer where the AR System is installed, or on a
remote server that is networked to the computer where you plan to install
AR System.
2 Install SQL Server clients (that is, the drivers).
For remote installs, install the SQL Server clients on the same computer as the
AR System server.
3 Create an instance of the database.
4 Set your SQL connections to allow TCP/IP:
a Open the SQL Server Configuration Manager.
b Click Network Configuration for your SQL Server instance.
c Make sure that TCP/IP Protocol is enabled.
d View the TCP/IP Properties dialog box for your database instance, and make
sure that the IP Addresses tab has a TCP Port number specified. (The default
port is 1433.)
e Restart all Microsoft SQL services to effect this change.
5 Determine data file and log file sizes for your SQL server.
During the installation, you are required to declare table sizes. This allows you to
pre-size the data files to improve application performance.
6 Make sure that your database can accept network communication with the
parameters entered in the installation. (See the “AR System server worksheet” on
page 77 for the list of parameters.)
The network communication will use ODBC and be able to recognize your ODBC
data source.
Windows Authentication mode and SQL server

SQL Server installation can support two authentication modes:
Windows authentication mode
Mixed authentication mode
See http://msdn.microsoft.com/en-us/library/ms144284.aspx.

To find the supported authentication mode in your SQL Server environment,

connect to the SQL server instance from Management Studio > Server Properties >
Security.
If only Windows authentication mode is supported, you can choose “Windows
authentication” when you install the AR System server.
If mixed authentication mode is supported, you can choose “Windows
authentication” or “SQL Server authentication” when you install the AR System
server.
Pre-creating a database
If you do not have DBA privileges, your database administrator must create an
empty database so that you are not asked for database information during the
installation.
To pre-create an SQL Server database

1 Make ARAdmin the database owner.
sp_changedbowner ARAdmin
2 In a Query Window, run the following command:
use tempdb
3 Create a database, for example:
CREATE DATABASE "ARSystem" ON (NAME = "ARSystem_data", FILENAME =
'c:\data\ARSys.mdf', SIZE = 500MB) LOG ON (NAME =
"ARSystempt_log", FILENAME = 'c:\data\ARSysLog.ldf', SIZE = 100MB)
CREATE LOGIN "ARAdmin"WITH PASSWORD = 'AR#Admin#',
DEFAULT_DATABASE = ARSystem
4 Use the created database, for example:
use ARSystem
5 Create a user name and login, for example:
CREATE USER "ARAdmin" FOR LOGIN "ARAdmin"
6 Make the user the db_owner, for example:
sp_addrolemember 'db_owner', ' ARAdmin '
Preparing your Oracle database
Preparing your Oracle database

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

1 Install at least one instance of the Oracle database. (Only your database
administrator can create database instances.)
AR System.
2 Install Oracle clients.
For remote installs, install the Oracle clients on the same computer as the
AR System server.
3 (UNIX only) Make sure that root is part of the dba group.
4 Make sure that the TCP/IP Protocol for the database is enabled.
5 Confirm connection to your Oracle database.
See your database administrator for more information.
6 For remote installations, install and configure the Oracle client on the same system
where you will install the AR System server.
7 Verify or set the following environment variables.
Table 3-1: Variables to set before installing the AR System server

Environment Description
variable
NLS_LANG Specifies globalization settings.
(Windows) For information about NLS_LANG and its usage, see the following notes
from Oracle: 144808.1, 227330.1, 260192.1.
LANG (UNIX) Specifies globalization settings.
ORACLE_HOME The directory where the Oracle client is installed.
Use this value: $ORACLEHOMEDirectoryPath
PATH The bin directory contains the path to the Oracle binary files.
Add the following value to the PATH:$ORACLE_HOME/bin
For more information, see “To prepare your host computer for a Unicode
AR System installation or upgrade” on page 126.
8 Configure the tnsnames.ora file to make sure that the service name is the same as
the entry name for the server on which you are installing AR System. For example:
COMPUTER1 =
(DESCRIPTION =
(ADDRESS_LIST =

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

)
(CONNECT_DATA =
(SERVICE_NAME = COMPUTER1)
)
)
During the installation, you are asked for the database instance name, and it
should match the entry in the tnsnames.ora file (for example, MACHINEA).
For more information about the tnsnames.ora file, see your Oracle
documentation.
9 Make sure that the Oracle listener is running and is configured correctly for the
database.
Setting up a previously created tablespace

For an AR System server, you can use a tablespace that you previously created in
Oracle.
NOTE
If you are using a RAC or ASM Oracle database, you must create tablespaces before
installing AR System. For more information about creating tablespaces in RAC or
ASM databases, refer to your Oracle documentation.
To use a previously created tablespace in AR System

1 In an SQL*Plus window, create the tablespace. For example:
create tablespace arsys
datafile 'c:\qa\data\QATST\data\arsys.dbf' size 500M reuse;
2 Create a user. For example:
create user aradmin identified by AR#Admin#
default tablespace arsys
temporary tablespace temp
quota unlimited on arsys;
3 Create a role for the user you created. For example:
create role ARole_arsys not identified;
4 Set the privileges for the role. For example:
grant alter session, create cluster, create database link, create
sequence, create session, create synonym, create table, create
view, create procedure, create trigger, query rewrite to
ARole_arsys;
5 Grant the role to the user. For example:
grant ARole_arsys to aradmin;
Preparing your Sybase database
Preparing your Sybase database

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

1 Install the Sybase database.
AR System.
2 Install Sybase clients.
For remote installs, install the Sybase clients on the same computer as the
AR System server.
3 From the directory where the 64-bit Sybase client is installed, source the database.
../SYBASE.sh
5 Verify or set the DSQUERY and SYBASE environment variables as follows:
DSQUERY=SybaseServer; export DSQUERY
SYBASE=SybaseInstallDirectory; export SYBASE
These examples use the syntax for Bourne shell.
6 (UNIX only) Verify or set the LANG environment variable.
For more information about Unicode and LANG, see “Installing and upgrading” on
page 126.
7 If you are upgrading from AR System 7.1.00 to 7.5.00, set the “Select into” database
option for the database that you are upgrading.
data source.
9 If you are using Sybase 15, make sure that the “number of open partitions”
parameter is set appropriately.
For more information, see your Sybase documentation.

installation.
To pre-create Sybase database

1 Create a device, for example:
use master
go
disk init name='ARSystem_data', physname='/data1/ardata/ ARSys',

size='1024M'
go
disk init name=' ARSystem_log', physname='/data1/ardata/ARSysLog',

size='500M'
go
2 Create the database, for example:
create database ARSystem on ARSystem_data=1024 log on
ARSystem_log=500 with override
go
use master
go
3 Create the login with a password, for example:
sp_addlogin 'ARAdmin', 'AR#Admin#'
go
4 Create the db_owner group, for example:
sp_addgroup db_owner
go
grant all to db_owner

go
5 Create the user pointing to the created login and group, for example:
sp_adduser 'ARAdmin', 'ARAdmin', db_owner
go
use master
go
6 Modify the login to make its default database, the earlier created database, for
example:
sp_modifylogin ARAdmin, defdb, ' ARSystem'
go
use ARSystem
go
Preparing your DB2 database
7 Change the owner of the database to be the created user, for example:
sp_changedbowner 'ARAdmin'
go
use master
go
8 Add the select into option to the created database, for example:
sp_dboption ‘ARSystem’,’select into’,true
go
9 Use the created database.
use ARSystem
go

For DB2, the installer creates the following AR System database components:
Table 3-2: Database components created for DB2 (Sheet 1 of 2)

Component Description
AR System Database Database tables that the AR System installer creates on the DB2
server. The tables store all the data related to the AR System
database.
Tablespaces Logical layer between the database and the database objects that
are stored in the database.
The installer creates the following tablespaces:
User (USER-DEFINED-TABLESPACE, for example,
ARSystem)—Stores user-defined tables. The user tablespace is
where the AR System tables will reside.
Temporary (USER-DEFINED-TEMP-TABLESPACE, for
example, ARTMPSPC)—Stores temporary tables that are used
for short-term activities, such as sorting and displaying search
results.
Catalog (SYSCATSPACE)—Stores system metatables.
SMS tablespaces In system-managed tablespaces:
The DB2 system manages the container space when the user
specifies the container location.
The system increases the tablespace size dynamically when the
number of records increases.
Data is stored in a directory container.

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

Component Description
DMS tablespaces In database-managed spaces:
The database administrator (DBA) manages the container size.
Data is stored in a file container.
Space is allocated when the tablespace is created. You can also
increase the size manually, as needed.
If the DMS space is not sufficient when you want to upgrade the
AR System server, double the pages of the syscatspace.
Note: BMC recommends that you use SMS instead of DMS.
Containers Store physical data and tables corresponding to AR System.
There are three types of containers: file, directory, and disk.
This section describes the steps you should perform with your DB2 database
before you install AR System.
To prepare your DB2 database

1 Install the DB2 database server.
AR System.
2 Install DB2 clients.
For remote installs, install the SQL Server clients on the same computer as the
AR System server.
3 (Solaris and Linux only) Install the DB2 libdb2.so library.
The AR System server is dynamically linked to the DB2 library on Solaris and
Linux. If this library was not installed with the DB2 client, install the library on the
same computer where you plan to install the AR System server.
4 (Non-Unicode databases only) If you are installing a non-Unicode version of
AR System on DB2 9.5, use the DB2 9.1 client libraries.
5 Create and name a DB2 instance.
For local database servers, create a DB2 instance on the local computer.
For remote database servers, create a DB2 instance on the remote computer.
Check with your database vendor documentation for naming restrictions on DB2
instances.
6 Make sure that the TCP/IP Protocol for the database is enabled, and set a TCP/IP
port for the database instance.
page 126.
data source.
9 For local installations, designate membership for the account.
a Create an operating system user account on the same computer where you
installed the DB2 database and where you will install the AR System server.
You can use any user name or password.
b For AR System root installations or AR System installations performed by a user
who is not a database instance administrator, make the user a member of the
following groups, which were created during the DB2 database installation:
db2iadm1
db2fadm1
db2asgrp
10 For remote installations, perform the following steps:
a Install the DB2 client on the same computer where the AR System server is
installed.
b Create an operating system user account on the same computer where you
installed the DB2 database and where you will install the AR System server. Use
the following values:
User name: Lowercase name (for example, aradmin)
Password: AR#Admin#
IMPORTANT
You must use the AR#Admin# password. For information about changing the
password after installation, see the Configuration Guide.
This DB2 user must have database access.

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

Creation of a 32KB tablespace

On a DB2 database, a 32 KB tablespace is created as a system managed storage
(SMS) on new and overwrite installations of the AR System server.
The 32KB tablespace is added during an AR System installation as follows:
During a new installation, a 32 KB tablespace is created in the background with
the name given for the regular tablespace but concatenated with _32kb. For
example, if the tablespace name is ARSystem for the AR System server, an
additional tablespace with a 32KB page size is created and named
ARSystem_32KB.
During an overwrite installation, the underlying database is dropped and a new
database and tablespace are created as they are for a new installation.
During an upgrade from version 7.1.00 to 7.5.00, the installer checks for the
Form: AP:Rule Definition form entry and, on the underlying database,
validates the availability of the 32KB tablespace that is listed in the clause. If the
32KB tablespace is present, the upgrade continues successfully. If it is not
present, the installer creates a 32KB tablespace similar to the one described for a
new installation and continues the installation.
If you select to install the Approval Server, the installer adds the Approval Server
Form: AP:Rule Definition form entry and its clause with the newly created
32KB tablespace to the ardb.cfg (ardb.conf) file. (The existence of this file is
validated, and if it is not present when you install the Approval Server, the file is
created. The Form: AP:Rule Definition form entry is also validated to make
sure that the clause contains the correct 32KB page size tablespace name.) For more
information about the ardb.cfg (ardb.conf) file, see the Configuration Guide.
installation.
To pre-create a DB2 database

1 Create a database.
Create a Unicode database:
DB2 CREATE DATABASE ARSYSTEM USING CODESET UTF-8 TERRITORY US
Create a non-Unicode database:
DB2 CREATE DATABASE ARSYSTEM
2 Connect to the created database, for example:
CONNECT TO ARSYSTEM
3 Drop the default tablespace.
drop tablespaces userspace1
4 Create two bufferpools: one with a 16k pagesize and another with a 32k pagesize.
Bufferpool names are user-defined (for example: arbp1, arbp2).
create bufferpool arbp1 size 1000 pagesize 16k
create bufferpool arbp2 size 1000 pagesize 32k
5 Create one of the following tablespaces:
Create Database Managed Storage (DMS) tablespaces using the 16K pagesize
bufferpool created in step 4, for example:
CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY
DATABASE USING (FILE '/data1/ardata/artmp' 250M) extentsize 32
overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1
CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY

DATABASE USING (FILE '/data1/ardata/ARSys' 1024M) extentsize 32
overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1
Create System Managed Storage (SMS) tablespaces using the 16k pagesize
CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY
SYSTEM USING (‘artmp’) extentsize 32 overhead 24.1 prefetchsize
32 transferrate 0.9 bufferpool arbp1
CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY

SYSTEM USING (‘ardata’) extentsize 32 overhead 24.1 prefetchsize
32 transferrate 0.9 bufferpool arbp1
6 Create System Managed Storage (SMS) tablespaces using the 32k pagesize
CREATE TEMPORARY TABLESPACE ARTMP_PT01_AR_32KB pagesize 32k
MANAGED BY SYSTEM USING ('artmp_AR_32KB') extentsize 64 overhead
24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp2
CREATE REGULAR TABLESPACE ARSystem_AR_32KB pagesize 32k MANAGED

BY SYSTEM USING ('ARSys_AR_32KB') extentsize 64 overhead 24.1
prefetchsize 32 transferrate 0.9 bufferpool arbp2

Preparing your Informix database

This section describes the steps you should perform with your Informix database
before you install AR System. Some steps require database administrator
privileges.
To prepare your Informix server

1 Install the Informix database.
AR System.
2 Install Informix clients.
For remote installs, install the Informix clients on the same computer as the
AR System server.
3 For shared libraries, install the ESQL/C libraries in the Informix installation
directory.
4 Specify the paths.
For HP-UX:
$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$SHLIB_PATH
For Solaris:
$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LD_LIBRARY_PATH
For AIX:
$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LIBPATH
5 Set the NETTYPE protocol to support the multithreaded AR System server.
For HP-UX and AIX:
onsoctcp
For Solaris:
ontlitcp
See the Informix database documentation for instructions.
page 126.
data source.
Preparing your Informix database
9 If you are upgrading, turn off data replication.

After you install the AR System server, you can turn on data replication.
10 If you will be accessing an external database through direct SQL, set the log and
non-ANSI options.
Set the same log options and non-ANSI options for the local Informix database (on
AR System) and the external database.
11 Assign permissions.
Make sure that the user who installs the AR System server has permissions to add
databases and objects to the Informix database server.
If multiple servers share the same database, install the English server first.
If you install the AR System server with an Informix database, you are limited to
the maximum connections configured on the Informix database. In a multiprocess
server environment, each server thread uses a connection.

Chapter
4 Pre-installation procedures
Before you install AR System features, you must complete the pre-installation
procedures outlined in this chapter.
General preparation tips for all products (page 46)
Upgrading tips (page 48)
AR System server pre-installation procedures (page 49)
Approval Server pre-installation procedures (page 63)
Assignment Engine pre-installation procedures (page 63)
Email Engine pre-installation procedures (page 64)
Flashboards pre-installation procedures (page 68)
Mid-tier pre-installation procedures (page 69)
BMC Remedy Developer Studio pre-installation procedures (page 72)
BMC Remedy User and BMC Remedy Alert pre-installation procedures
(page 73)

General preparation tips for all products

Preparing to run the installer on a Windows system
If you are using Terminal Services, update the Terminal Services configuration
options as needed before running the suite installer. If you are using Terminal
Services, the installer will not run until you configure Terminal Services correctly.
If you are using the data execution prevention (DEP) feature in Windows XP (with
Service Pack 2 or later) or Windows Server 2003, configure DEP for the AR System
installer executable program.
NOTE
If you do not configure these items before you run the installer, an installer panel
appears listing the steps required to handle these issues.
To update Terminal Services configuration options

1 From the Windows Start menu, click Run.
2 Type tscc.msc, and then click OK.
3 In Server Settings, set Delete temporary folders on exit to No.
4 Set Use temporary folders per session to No.
5 Restart the computer.
6 If the settings do not take affect, complete the following steps:
a From the Windows Start menu, click Run.
b Type regedit, and then click OK.
c Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Terminal Server.
d Update PerSessionTempDir to 0 and DeleteTempDirsOnExit to 0.
e Restart the computer.
To configure the DEP feature

1 From the Windows Start menu, click Control Panel, and then double-click System.
2 Click the Advanced tab.
3 In the Performance area, click Settings.
4 On the Data Execution Prevention tab, verify if the “Turn on DEP for all programs
and services except those I select” option is selected.
If the “Turn on DEP for essential Windows programs and services only” option is
selected, no configuration is required.
General preparation tips for all products
NOTE
If you do not select the “Turn on DEP for all programs and services except those I
select” option, and then perform the remaining steps in this procedure, the
installer might not run correctly.
5 If the “Turn on DEP for all programs and services except for those I select” option
is selected, click Add.
6 Browse to the setup.exe installation application for AR System, and then click
Open.
The installation program appears in the DEP program area.
7 Click Apply, and then click OK.
8 Restart the computer.
Preparing to run the installer on a UNIX system
Running an X Windows client

On UNIX and Windows, the installer uses a graphical user interface. (In previous
AR System releases, UNIX installations were executed from a command line.)
To run a remote installation on a UNIX computer

1 Make sure you have an X Windows client on the local computer.
2 Log in to the remote machine, and set the DISPLAY environment variable to point
to the X Windows client on the local computer.
3 Run the installer.
Assigning a temporary directory

The installer uses the IATEMPDIR environment variable to assign the location of a
temporary directory to use during installation. If your /tmp or /home/userName
directories do not have enough free space to run the installation, it will fail.
If you have access to another drive or partition with more free space, set a new
temp directory using the following commands:
export IATEMPDIR=/pathName
setenv IATEMPDIR /pathName
In the previous commands, pathName is a writable directory with more free space
available than the default directories.
1 GB of free space is recommended.

Preparing to run the installer on a Unicode system

If you are running a Unicode system, carefully review Appendix C, “Unicode and
AR System,” before proceeding.
Choosing a minimal versus custom setup

When you run the suite installer, you are asked to select the type of installation you
want to perform:
Minimal Setup—Installs the AR System server and related features:
AREA LDAP Directory Service Authentication
ARDBC LDAP Directory Service Authentication
Web Services Plug-in
Simple Network Management Protocol (SNMP) Configuration
Full Text Search (FTS) Configuration (if purchased)
Custom Setup—Installs the features you select in the installer.
IMPORTANT
You might use a custom installation when you want to install only one feature such
as the BMC Remedy Mid Tier, which are features that are usually installed on
servers separate from AR System.
Upgrading tips
You can upgrade from version 6.3.00 and later versions only.
To upgrade from a version prior to 6.3, upgrade to 6.3 using the 6.3 installer first;
then run the 7.5 installer.
When you upgrade the AR System server, the installer overwrites any system
forms that you customized (such as the User form). To use your customized
forms, reimport them after you upgrade the server.
If you are upgrading from a version prior to 7.1.00, export the licenses from your
existing AR System server before you begin the upgrade process. (If you import
the licenses from a different machine, you might need to provide the AR System
server host ID to obtain the license key.)
When upgrading, you must provide the same pre-7.5 installation directory, for
example:
If you installed AR System 7.1.00 in /usr/ar, enter /usr/ar during the
upgrade process.
If you installed AR System 7.1.00 in /usr/ar/hostName, enter /usr/ar/
hostName during the upgrade process.
AR System server pre-installation procedures
Depending on the AR System feature you are upgrading, you can upgrade by
using the following methods:
In place—The feature is installed in the same directory to which you want to
upgrade.
Out place—The feature is installed in a different directory from the directory
to which you want to upgrade.
The following “in place” and “out place” upgrades are supported.
Feature Windows UNIX

In place Out place In place Out place
AR System server + +
BMC Remedy Email Engine + + + +1
Flashboards + + +
BMC Remedy Mid Tier + + + +
1.
An “out place” upgrade of the email engine on UNIX is supported if the email
engine is listed in the armonitor file.

The AR System suite installer prompts you to enter information about the
AR System database, which the installer creates during the installation. This
database contains AR System server forms and field definitions, and also stores
workflow data, structures, and permissions.
In addition to Chapter 5, “Installation worksheets,” the following steps will help
you prepare your system to install the AR System server and database.
Step 1 Verify that you have at least the minimum AR System feature disk space
requirements to install. (See “Software requirements” on page 25.)
IMPORTANT
If you are installing any applications on top of the AR System server, check the
application documentation for disk space requirements. See the compatibility
matrix for operational specifications.
Step 2 Back up your database and file system before you install.
If you are upgrading, back up your data, object definitions, and applications.
Step 3 Complete the necessary steps in “General preparation tips for all products” on
page 46 and “Preinstallation considerations specific to UNIX” on page 50.
Step 4 Make sure that the server can be resolved to a server alias. (If you are installing
more than one server on a computer, make sure that each server has a unique
server alias. See “AR System server name alias and host name” on page 55.)

Step 5 Determine the ports that you will use. See “Understanding port numbers” on
page 53.
Step 6 If a previous version of the AR System server is on the machine, review “Upgrade,
Overwrite, or Server Group options” on page 56.
Step 7 If you are installing AR System server features, review the following sections:
“API suite and plug-ins” on page 60

“Web services” on page 60
“BMC Remedy SNMP Agent” on page 61
“Full Text Search” on page 61
Installing multiple instances

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

This section describes preparations and considerations for a UNIX installation.
Installing on AIX with Oracle

If you are installing the AR System server for AIX with Oracle, the AR System
server installation files must reside on a local file system, and not a network file
system.
Installing AR System 64-bit servers

Before installing a 64-bit version of AR System 7.5.00 for Solaris, HP-UX, or AIX,
make sure that the 64-bit client libraries for your database are installed on the
computer that will run the AR System server (arserverd).
On Linux and Windows, AR System is compiled on 32-bit platforms with
compatible 32-bit database connectivity libraries. Consult your operating system
and database vendors for information about compatibility support for 32-bit
clients on 64-bit operating systems and how those 32-bit clients communicate to a
local or remote 64-bit database.
Installing in a headless environment

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

Before running the driver for the AR System server on a UNIX system, add an
entry to the library path environment variable (LD_LIBRARY_PATH) because it is
not set by default. The following examples show how to adjust the variable if you
are using the Bourne shell:
AIX
LIBPATH=$LIBPATH:/ARSystemServerInstallDir/bin
export LIBPATH
HP-UX
SHLIB_PATH=$SHLIB_PATH:/ARSystemServerInstallDir/bin
export SHLIB_PATH
Solaris and Linux
LD_LIBRARY_PATH=$LD_LIBRARY_PATH:/ARSystemServerInstallDir/bin
export LD_LIBRARY_PATH
The default ARSystemServerInstallDir is listed in Appendix A, “Locating
AR System files and forms.”
Increasing transactions and users

Before you install the AR System server, consider increasing the value of kernel
parameters that affect the AR System server (or any other multi-threaded server
process). This increase makes sure that BMC Remedy applications can support the
expected volume of transactions and users.
For example, consider increasing the following process features:
Number of threads available to a process.
Available memory—For example, the arserverd process often requires
between 500 megabytes and 1 gigabyte of memory.
Number of associated files or process descriptors—Descriptors should be a
minimum of 2.5 and 3 times the number of expected concurrent connections or
1024 (whichever is greater). Examples of connections include user logins (client
or browser), the Email Engine, and custom APIs.
Contact your system administrator or operating system vendor for more
information about kernel tuning.
Installing as non-root
You can install the AR System server as a root or non-root user.
When you install as a non-root user, you must update the system configuration
files manually. The installation script prompts you to do this and instructs you to
start a shell where you have root access or full read and write access.

Installing as non-root allows a user to maintain the AR System software without

the assistance of a system administrator. However, to automatically start the
AR System server when your computer restarts, you must request your UNIX
system administrator to change the system startup scripts accordingly.
To install the AR System server without logging in as root

1 Make sure that you have permissions to the following directories and the files
under them:
.profile file in your home directory (write access)
/etc/arsystem
/dev/console file (write access)
/usr/tmp directory
/opt/bmc directory
If you do not have a /opt/bmc directory, you must create it to complete the
installation.
NOTE
AIX also requires execute permission to the /usr/sbin/slibclean file, which is
assigned to the root user by default.
2 If you are installing full text search (FTS), make sure that you have write and
execute permissions to the SearchServer directories.
For more information, see “Installing Full Text Search” on page 137.
3 Run the AR System installation.
Some of the actions you will be prompted to perform (as non-root) include:
Create a number of directories and set permissions for those directories. For
example, the script prompts you to create the /etc/arsystem directory with
read/write permissions for all users.
Merge the contents of files, for example, merge the
ARSystemServerInstallDir/ar-Database/rpc file with the /etc/rpc file.
4 On the Linux® platform, if you will be starting arserverd as a non-root user, make
sure that the “open files” limit of the shell is set to 16384.
You can set up this limit for non-root users in the /etc/security/limits.conf
file.
Understanding port numbers

Port numbers identify the TCP ports where the AR System server and the plug-in
server will run. The TCP port number for the AR System server and the port
number for the plug-in server cannot be the same.
Registering with a portmapper

A portmapper is a service that runs independently of the AR System server and
serves as a “directory” of port numbers.
When users log in to AR System:
If a server is registered with a portmapper, users do not need to specify the port
number in the client because the portmapper can locate the port and direct
clients to the appropriate location.
If a server is not registered with a portmapper, or a Port 111 firewall blocks the
portmapper port, users must specify the port.
When you start the server, it opens a port to listen to. You can specify a port for the
server or let the server obtain an available port dynamically.
You can register a server with a portmapper and assign a port number. For
example, if you do this and do not expose the portmapper outside a firewall,
clients within the firewall do not need to be configured to access the specified port
number. They can access the portmapper, which directs them to the port. Clients
outside the firewall must be configured to access the specified port number.
NOTE
The AR System server does not have a default port or specific range of ports. The
operating system randomly assigns ports. To make sure that the portmapper
always uses the same port for the AR System server, specify a port during
installation or use the BMC Remedy AR System Administration Console to
configure the AR System server after you install it.
Portmapper and multiple servers

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

Detecting a portmapper
On Windows, the AR System installer searches for an existing portmapper. If a
portmapper is installed and running and you choose to register with a
portmapper, the AR System registers the server with that portmapper. If the
installer does not detect a running portmapper and you chose to register with
portmapper, the installer installs the portmapper and registers the server with that
portmapper.
Assigning port numbers

If you do not register with a portmapper, you must assign a port number to any
AR System server that you want clients to access directly, and to the plug-in server.
Do not assign port numbers that conflict with port numbers used by other
applications or other programs running on your system. To find out which port
numbers are already in use, use the netstat -na command (UNIX) or the
netstat -a command (Windows) at the command prompt.
Assign port numbers greater than 1024 because:
Port numbers within the range 1–1024 are available for use only by the
superuser, and many of these numbers are reserved.
AR System clients earlier than version 5.0 cannot access port numbers lower
than 1024.
NOTE
You can also add the ports to the TCD-Specific-Port and Plugin-Port
parameters in the ar.conf (ar.cfg) file. For more information, see the
Configuration Guide.
For more information about port numbers, go to http://www.iana.org/

assignments/port-numbers.
Default port numbers

Following are the default port numbers that are assigned at installation:
Table 4-1: Default port numbers

Module Port Usage AR System 7.1.00 and AR System 7.5.00
Description later
Email Engine RMI 1100 1100
Flashboards RMI 1099 1099
Mid tier Standard 8005(shutdown) 8005(shutdown)
Tomcat ports 8443(SSL) 8443(SSL)
8009(AJP13 connector) 8009(AJP13 connector)
8082(proxy) 8082(proxy)
8080(standalone http) 8080(standalone http)
ServletExec 8888 (admin)
Plug-in server TCP port Uses portmapper Uses portmapper
Java plug-in TCP port 9999 9999
The server does not have any default ports.
AR System server name alias and host name

During the installation on Windows or UNIX, you are asked for the AR System
server alias, and an AR System server host name or IP address, which is the
physical system on which the AR System server will be installed. (The host name
might not match the server alias because you can have multiple aliases for each
system.)
NOTE
When you install AR System, the computer from which you are installing must be
able to connect (“ping”) to the server alias you provide. The server host name need
not be a fully qualified host name; it can be a valid host name or IP address.
Additionally, Be sure to configure the primary DNS suffix. For more information,
ask your system administrator.
If the server will be accessible over a network, the server alias must be resolvable
to an IP address. To make sure that clients can resolve the server alias:
Use only alphanumeric names containing only lowercase letters a through z and
numbers 0 through 9.
You can use hyphens (-), but the name cannot start or end with a hyphen.
Avoid underscores (_) and other special characters ($, for example) because
these characters do not comply with DNS rules.

If you are installing multiple AR System servers on a single computer, make sure
each server alias is unique. Unique AR System server aliases:
Use the correct licenses.
Identify the correct AR System database for each AR System server.
Allow you to selectively stop and start server processes.
The AR System server alias identifies the configuration file and the service
(armonitor) associated with each AR System server.
On UNIX, the following daemons are listed for each AR System server that is
running: armonitor, arforkd, arplugin, and arserverd. To display all services
that are currently running, issue the following command:
# ps -ef | egrep ar
Upgrade, Overwrite, or Server Group options

If you install an AR System server over an existing AR System server, you are
prompted to upgrade, overwrite, or create a server group for the existing AR System
database.
Upgrade option
If you choose the Upgrade option, your environment (forms, data, and workflow)
is retained, and the AR System database is updated to support the new server.
When you upgrade an existing AR System database:
Back up the existing AR System environment (forms, data, and workflow)
before you upgrade. To back up your environment, either back up your
underlying database or export the existing AR System data and server structure
definitions.
The upgrade process can vary from a few minutes to over an hour, depending
on the size of your database.
The upgrade process does not change the database to a different type of
database.
The upgrade changes the metadata only. It does not affect defined forms or
workflow created after the installation.
You must have sufficient database transaction log space before you attempt to
upgrade AR System. Log space needs depend on the database definition size,
number of records in the database, current version of the database, block size,
and extent size. It might require more disk space.
Verify that the new system message catalogs replace the original catalog files.
(See Appendix A, “Locating AR System files and forms,” to find the path to the
catalog files.)
IMPORTANT
When you upgrade the AR System server, the installer overwrites any system
forms that you customized (such as the User form). To use your customized forms,
reimport them after you upgrade the server.
Overwrite option
If you choose the Overwrite option, a new AR System database is created, and
your existing data and structures are lost. The server uses the database name and
user name that it used for the previous installation.
If you plan to restore your AR System data after the installation, export your
AR System data and definitions before you overwrite it.
Server Group option for server groups

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

A server group consists of two or more servers that share the same database and
are designated as part of a server group. Server groups can be used to provide
scalability and load balancing, as well as fail-over operations.
This guide describes the procedures for installing or upgrading servers in a server
group. After the installation, see the Configuration Guide for information about
server groups, how to configure the servers to belong to the same server group,
and how to modify configuration files that the installer creates.
During server installation, you must specify the same database information for
each server. However, some installation steps differ for installing or upgrading the
first server in the group, versus the second and remaining servers.
Installing the first server in a server group (new

installation)
When you install the first AR System server for a server group, you must include
these steps:
Identify the database that the server group will share, as well as the database
login information and database settings.
If you are upgrading the server, select the Overwrite or Upgrade option. Do not
select the Server Group option.
Follow the procedures in the Configuration Guide to complete the configuration
steps for the server group.

Installing subsequent servers in a server group

When you install the remaining servers in server group, you must include these
steps:
Specify the same database name, database login information, and database
settings as for the first server.
Select the Server Group option instead of Overwrite or Upgrade.
The Server Group option preserves all existing data, forms, and workflow in the
database.
Follow the procedures in the Configuration Guide to complete the configuration
steps for the server group.
Upgrading servers already in a server group

To upgrade servers that are part of a server group, follow these guidelines:
Stop all AR System servers except the server that owns the administrative
operation.
To check this, open the Configuration tab on the AR System Administration:
Server Information form. For the administrative server, the Disable Admin
Operations check box is not selected.
Upgrade the server that owns the administrative operation first.
Select the Upgrade option during the upgrade.
Upgrade the other servers in the group next. Select the Server Group
(AR System database) option.
Do not start the non-administrative servers before performing the upgrade
installation on them.
When upgrading components such as Approval Server and Email Engine,
remove the associated server from the server group while performing the
upgrade. To do this, clear the Server Group Member check box on the Server
Information form, or modify the Server-Group-Member option in the ar.cfg
[ar.conf] file.
Required passwords
When you install AR System, you are asked for the following passwords:
Local DSO User Password—Password required to use Distributed Server
Option (DSO). See the BMC Remedy Distributed Server Option Guide.
Application Service Password—Password for features such as Email Engine
and Flashboards.
If you are installing in a server group, the application service password must be
the same for all servers. For more information about server groups, see “Server
Group option for server groups” on page 57.
Mid-Tier Administration Password—Password to access the BMC Remedy
Mid Tier Configuration Tool. See the BMC Remedy Mid Tier Guide.
The AR System server requires passwords for application servers. This includes
the Application Services password, the Mid Tier Administrator password, the
Plug-in Local and Target passwords, and the DSO Local and Target passwords. If
these applications are already installed, make sure that the passwords you enter
match the passwords for the corresponding applications. If a password does not
match for a particular application, then the application will fail.
To change or set passwords on the AR System server, use the Connection Settings
tab in the AR System Administration: Server Information form (which is accessed
from the BMC Remedy AR System Administration Console). See the Configuration
Guide.
You can also change the passwords through other methods. To change the Mid
Tier Administrator password, see the BMC Remedy Mid Tier Guide. (This password
is titled the “Admin Password” in the Mid Tier Configuration Tool.) To change the
Email Engine’s password, updated the EmailDaemon.properties file as
described in the BMC Remedy Email Engine Guide. To set the Application Services
password for the Flashboards server, see the BMC Remedy Flashboards Guide. To set
the DSO passwords, see the BMC Remedy DSO guide.
If you plan to use AR System server 7.5.00 with an older mid tier (for example, you
are upgrading your server, but will continue to use an older mid tier while you test
the new AR System server), set the administrator password for the older mid tier
server. To do so, log in to the BMC Remedy Mid Tier Configuration Tool, click the
AR Server Settings link, and add the password to that server.

API suite and plug-ins

AR System includes plug-ins and corresponding application programming
interfaces (APIs) that extend AR System functionality to external data sources. The
plug-in service, a companion server to the AR System server, loads the plug-ins
and accesses them upon request from the AR System server.
When you install AR System, you can choose what you would like to install:
The provided Lightweight Directory Access Protocol (LDAP) plug-ins (AREA
LDAP and ARDBC LDAP)
The features to create your own AREA and ARDBC plug-ins
The API package
The AR System API suite is composed of a C API, a Java API, a plug-in API, and
plug-ins that use APIs:
AR System External Authentication (AREA)—Accesses network directory
services, such as Lightweight Directory Access Protocol (LDAP). You can create
and configure your own custom authentication plug-in, or you can use the
provided plug-in. The AREA plug-in also enables AR System users to
consolidate user authentication information for external applications or data
sources.
AR System Database Connectivity (ARDBC)—Accesses external sources of
data. The ARDBC plug-in, which you access through vendor forms, enables you
to perform the following tasks on external data:
Create, delete, modify, and get external data
Retrieve lists for external data
Populate search-style character menus
For example, if you need to access data in an external directory service, you can
use the ARDBC LDAP plug-in. For more information about this ready-to-use
plug-in, see the C API Reference and Integration Guide.
Install the API if you will install the mid tier or if you require functionality that is
not included in the AR System client tools.
For additional information about the API package, see the C API Reference guide.
Web services
If you select the web services option, the installer installs files and forms that
enable the plug-in server to issue remote procedure calls (RPCs). For more
information about web services, see the Integration Guide.
If the Java jvm.dll library is not added to the PATH environment variable, you will
see the following error at the end of the installation:
arplugin can't find jvm.dll
You can resolve this in one of two ways:

Enter the Java jvm.dll library path in the PATH environment variable before
installing the AR System server. The Java jvm.dll library path is found in the
RuntimeLib tag of the Registry:
HKLM\SOFTWARE\JavaSoft\Java Runtime Environment\1.5
Reboot your system after the installation. When you install web services, the
installer enters the Java jvm.dll path, but you must reboot before the change
takes effect.
BMC Remedy SNMP Agent

During installation, you are prompted to install and configure the BMC Remedy
Simple Network Management Protocol (SNMP) Agent. SNMP is a set of protocols
that network administrators use to manage complex networks and to query server
statistics data. BMC supports the following versions of SNMP: 1, 2c, 3.
BMC Remedy SNMP Agent monitors the AR System server and the BMC Remedy
Distributed Server Option (DSO) processes.
If any of these processes changes state (for example, if a process becomes inactive),
the BMC Remedy SNMP Agent sends a trap (or notification) to a trap receiver.
Each trap contains the following information:
Name of the process (for example, AR System plug-in)
Name of the AR System server associated with that process (for example,
AR System 1)
The state of that process (active =1, inactive =2)
You can also configure network management stations to query the BMC Remedy
SNMP Agent about the state of AR Monitor.
Check with your network administrator to see if you must configure the BMC
Remedy SNMP Agent and what specific configuration settings you must use.
If you do not configure the BMC Remedy SNMP Agent during installation, you
can use the procedure in the Configuration Guide to configure and start the Agent
later.
Full Text Search

If you purchased Full Text Search, install Open Text SearchServer software before
you install the AR System server. For more information, see Appendix D,
“Installing Full Text Search.”
If you are upgrading FTS to version 7.0 or later from a previous version, see the
Configuration Guide to learn how to build new indexes that are compatible with the
search engine.

Creating logs during installation

To create logs during installation, set a DEBUG_MODE global variable equal to the
corresponding value of the Debug-mode option, which is defined for the ar.cfg
(ar.conf) file. Each bit has a corresponding value. To activate one bit, supply its
value for the Debug-mode option. To activate two or more bits, add the values, and
supply the total. (For example, to activate bits 1 and 3, use the number 5 because
bit 1 has a value of 1, and bit 3 has a value of 4.) To deactivate a bit, subtract its
value from the Debug-mode total. The bits are:
Bit 1 (Value=1)—SQL logging for the arserverd process.
Bit 2 (Value=2)—Filter logging for the arserverd process.
Bit 3 (Value=4)—User logging for the arserverd process
Bit 4 (Value=8)—Escalation logging for the arserverd process.
Bit 5 (Value=16)—API logging for the arserverd process.
Bit 6 (Value=32)—Thread logging for the arserverd process.
Bit 7 (Value=64)—Alert logging for the arserverd process.
Bit 8 (Value=128)—arforkd logging for the arserverd process.
Bit 9 (Value=256)—Server group logging for the arserverd process.
Bit 10 (Value=512)—Full text indexing logging.
Bit 16 (Value=32768)—DSO server logging for the arservdsd process
(applicable for Distributed Server Option only).
Bit 17 (Value= 65536)—Approval Server logging.
Bit 18 (Value=131072)—Plug-in logging for the arserverd process.
For more information about these options, see the Configuration Guide.
For more information about creating other installation logs, see “Using the
AR System Maintenance Tool” on page 143.
To set the DEBUG_MODE variable on Windows

1 Open the System Properties window.
3 Click the Environment Variables button.
4 Click the New button under the System variables section.
5 In the Variable Name field, enter DEBUG_MODE.
6 In the Variable Value field, enter the value.
For example, to enable SQL and API logging (value 1 + value 16), enter 17.
1 Click OK in the Environment Variables dialog box.
2 Click OK in the System Properties dialog box.
Approval Server pre-installation procedures
To set the DEBUG_MODE variable on UNIX

1 In a command window, enter the following command:
export DEBUG_MODE=option
For example, to enable SQL and API logging (value 1 + value 16), enter:
export DEBUG_MODE=17
Approval Server pre-installation procedures

Because Approval Server 7.0 and later runs as a plug-in, configure your system
to start the plug-in server with AR System server. This is configured by default.
For information about the AR System Plug-in server, see the Configuration Guide
and the Integration Guide.
If your AR System server is configured to run without a portmapper, configure
the AR System server and the plug-in server with the correct port numbers. For
more information, see the Configuration Guide.
If you want to install the Approval Server on a server where the AR System
server is already installed, make sure that the AR System server running before
installing the Approval Server. This allows the Approval Server feature of the
installer to verify the version of the AR System server.
If you install the Approval Server after you install the AR System server, restart
the AR System server. This might disrupt AR System server access for your
users.
Assignment Engine pre-installation

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

Email Engine pre-installation procedures

Software prerequisites
When planning to install Email Engine, remember these tips:
Install Java Runtime Environment (JRE) on the machine that will run Email
Engine.
If you want to install the Email Engine on a server where the AR System server
is already installed, make sure that the AR System server is running before
installing the Email Engine. This allows the Email Engine feature of the installer
to verify the version of the AR System server.
Windows—Preinstallation tasks
Complete the following tasks before you install the Email Engine on Windows.
Environment variables
Set any relevant environment variables to control the installation. For example, set
the PATH and CLASSPATH environment variables to use the correct version of Java.
Secure Socket Layer option

Determine whether your environment requires the Secure Socket Layer (SSL)
option. For more information, see the BMC Remedy Email Engine Guide.
MAPI and MBOX mail protocols

This section explains how to set up the system if you are using the MAPI or MBOX
mail protocols.
You do not need to prepare the system if you are using the IMAP4, POP3, or SMTP
protocols.
NOTE
MAPI users only: If you are upgrading your Email Engine from a previous Email
Engine version and you do not need to change your existing MAPI configuration
information, you can skip this section.
To prepare for MAPI

NOTE
You must be a Windows domain administrator or MS Exchange administrator to
perform these steps.
1 Install the MS Exchange server at one of the following locations:

The same domain as the Email Engine domain
A domain with the appropriate trust relationship to the Email Engine domain
2 Install the Exchange client on the computer on which you plan to install the Email
Engine.
The client contains the libraries that the email protocols will use.
See the product compatibility matrix for more information about compatible
clients for the Email Engine.
3 Create and configure a Windows domain account:
a Create a Windows domain user account at one of the following locations:
On the same domain as the Email Engine
On a domain with appropriate trust relationships
Note the name of the users:
Windows—Incoming mailbox: Server user
Windows—MAPI logon settings: Windows NT user
b Assign group and domain membership to the domain user account at one of the
following locations:
On the same domain as the Email Engine (Give group membership to the
local administrator’s group [active directories only].)
On a domain with appropriate trust relationships (Give domain membership
to the Email Engine domain or the Exchange Server domain.)
c Grant the domain user the following advanced rights on the computer where
you plan to install the Email Engine:
Act as Part of the Operating System
Log on as a Service
NOTE
Active directories only: Make sure that the Effective Rights option shares the correct
advanced rights.

4 Create and configure an MS Exchange profile:

a Log in as the domain user on the computer where you plan to install the Email
Engine, and create an MS Exchange email profile.
b Configure the profile to:
Work exclusively with the Email Engine.
Be accessible by the Windows domain user account you created earlier in the
“Create and configure a Windows domain account” sub section.
Point to the MS Exchange server and mailbox.
5 Check your profile setup.
6 From the computer where you plan to install the Email Engine, log in as the
domain user that you created earlier.
7 Using the MS Outlook client, send and receive emails to verify that the Exchange
profile is functioning correctly.
To prepare the system for using the MBOX protocol

1 Create an email account and account user.
2 Give the email account user full read and write permissions to relevant directories
and files.
3 Verify that the account can send and receive emails.
See the BMC Remedy Email Engine Guide for information about setting up UNIX
mailboxes.
UNIX—Preinstallation tasks
Complete the following steps before you install the Email Engine on UNIX.
Upgrades of the BMC Remedy Email Engine

Use the emaild.sh stop command to stop the existing Email Engine before you
install the new Email Engine. If you do not stop the existing Email Engine, none of
the open Email Engine files and libraries will be updated.
If the emaild.sh stop command fails to stop the Email Engine, comment out the
startup of the Email Engine in the /etc/arsystem/hostName/armonitor.conf
file, and then stop and restart the AR System server. (For more information, see
“Email Engine post-installation procedures” on page 98.)
Setting up UNIX mailboxes

Use the following procedure to establish a mailbox address for the UNIX® Email
Engine. These are meant only as generic guidelines. If you have questions about
implementation, consult your UNIX system administrator for details.
To set up the AR System mailbox, you must have UNIX superuser (root user)
access on the UNIX server.
To set up UNIX mailboxes

1 Set up an ARSystem user account in the /etc/passwd file, as in the following
example (new entry in bold):
root:x:0:1:0000-Admin(0000):/:/sbin/sh
daemon:x:1:1:0000-Admin(0000):/:
bin:x:2:2:0000-Admin(0000):/usr/bin:
sys:x:3:3:0000-Admin(0000):/:
adm:x:4:4:0000-Admin(0000):/var/adm:
lp:x:71:8:0000-lp(0000):/usr/spool/lp:
smtp:x:0:0:mail daemon user:/:
uucp:x:5:5:0000-uucp(0000):/usr/lib/uucp:
listen:x:37:4:Network Admin:/usr/net/nls:
nobody:x:60001:60001:uid no body:/:
noaccess:x:60002:60002:uid no access:/:
ARSystem:x:50:10:AR System mail user:/home/ARSystem:/bin/sh
2 Edit the /etc/aliases file and add the alias ARSystem with the mailbox of /usr/
spool/mail/ARSystem, as follows:
/etc/aliases file
#######################
# Local aliases below #
#######################
# Email Alias for AR System mailbox
ARSystem:/usr/spool/mail/ARSystem
You can also choose a different name, as needed.
Verify this step for your UNIX operating system; it might be different for your
platform. In particular, the path to your mail folder might be different from /usr/
spool/mail/.
NOTE
On some UNIX platforms, you need to run the newaliases command to have the
ARSystem aliases recognized. See your UNIX system administration
documentation or UNIX system administrator if you have questions or problems.
The email directory /usr/spool/mail will vary between UNIX platforms.
3 Create the mailbox file you defined for this user in the /etc/aliases file or /usr/
lib/aliases file (HPUX), by performing the following command:
# touch /usr/spool/mail/ARSystem

4 Change the group name to daemon, or to the owner of the mailbox alias name, as
in the following example:
# chgrp daemon /usr/spool/mail/ARSystem
NOTE
The group name varies between UNIX platforms. For most UNIX platforms, it is
the group daemon, while on HPUX, it is mail. To verify the proper group name to
use, check the group name for the mail directory by using the command ls -ldg.
5 Change the mailbox permissions so they are readable and writable by all, as in the
following example:
# chmod 666 /usr/spool/mail/ARSystem
ls -laF /usr/spool/mail/ARSystem
-rw-rw-rw-- 1 daemon 0 May 30 16:55 /usr/spool/mail/ARSystem
Installing as a non-root user

Installing as a non-root user is not recommended.
To install the Email Engine as a non-root user, give the non-root user permission
to the MBOX mail directory and all its contents.
After installing the Email Engine, review the mannulinstall.txt file and modify
the logging. properties and javamail.providers files as described in
mannulinstall.txt.
The manualInstall.txt file is located in ARSystemInstallDir/
nonRootUserDirectory/serverName/manualInstall.
For information about installing AR System as a non-root user, see “Installing as
non-root” on page 51.
Flashboards pre-installation procedures

When planning to install Flashboards, remember these tips:
Install Java Runtime Environment (JRE) on the machine that will run
Flashboards.
If you want to install BMC Remedy Flashboards on a server where the
AR System server is already installed, make sure that the AR System server
running before installing Flashboards. This allows the Flashboards feature of
the installer to verify the version of the AR System server.
Mid-tier pre-installation procedures

TIP
For best results, install the BMC Remedy Mid Tier on a separate system from the
AR System server.
Deciding how to install the mid tier

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

You can install the mid tier on UNIX or Windows with the Tomcat JSP engine,
which is bundled with the mid tier. (This is the most common method.) Or, you
can install the mid tier only and use your own JSP engine.
For a complete list of supported configurations, see the compatibility matrix at
http://www.bmc.com/support_home.
What the installer does

When you install BMC Remedy Mid Tier with the suite installer, the following
optional features are installed (if you select them):
Tomcat JSP engine—This is installed in ARSystemInstallDir\serverID\
tomcat.
The required BMC Remedy ODBC DLLs and driver for Crystal Reports
(Windows only)
You must have BusinessObjects Enterprise XI to run Crystal reports.
When you upgrade the mid tier, the installer replaces your ODBC driver with
the latest one.
The ARWebReportViewer application if you have BusinessObjects Enterprise
XI installed (Windows only)
You can install the ARWebReportViewer alone on a separate server. (Run the
suite installer, and choose only the AR Crystal Web Application option.) The
ARWebReportViewer is for Windows only. See the BMC Remedy Mid Tier Guide
for more information.
The mid tier requires the following amounts of free space:
120000 KB during installation
40000 KB after installation

Installing components and patches for the mid tier

Before you install the mid tier, install the following components. See the
preinstallation considerations (if any) for these components in the sections that
follow.
Table 4-2: Components to install before you install the mid tier
Component More information
Java Software An SDK that is available from the appropriate third-party vendor’s site.
Developer’s Kit (SDK)
with the public Java
Runtime Environment
(JRE)
Web server See the compatibility matrix at http://www.bmc.com/support_home for a
complete list of supported web servers.
AR System server The AR System server can be installed locally, but the mid tier is typically installed
on a separate computer with network access to the server.
(Optional) Reporting If you will be running Crystal reports on the Web, install one of the following tools:
tool BusinessObjects Enterprise XI (recommended)
Crystal Reports Server XI
Crystal Web Component Server (which requires advance configuration) is available
from http://www.businessobjects.com/.
If this server is installed remotely, share the mid tier installation directory with the
remote Crystal server, specifying the full path to this directory. Make a note of this
directory path if you will access Crystal Web Component Server over a network.
For more information about configuring the mid tier to run reports on the Web, see
the BMC Remedy Mid Tier Guide.
(Optional) Home Page The home page form displays entry points on a given server or server group. The
server home-page server can be configured as a home-page server and must be an AR
System server.
For more information about home pages, see the Form and Application Objects Guide.
(Optional) Preference The preference server must be an AR System server, must be configured to be a
server preference server, and must be entered in the list of AR System servers. For more
information, see the Configuration Guide.
(Optional) Java Server If you are not using the Tomcat JSP engine that is bundled with the mid tier
Pages (JSP) engine installation, you must install and enable your supported JSP engine before you install
the mid tier. For a list of supported JSP engines, see the compatibility matrix at
The appropriate See the Downloads & Patches link at http://www.bmc.com/support_home.
patches for your
configuration
Installing the AR Crystal Web Application

If you have BusinessObjects Enterprise XI installed on the system, you can select
the AR Crystal Web Application option under the Mid-Tier option of the suite
installer.
If you choose to install the AR Crystal Web Application, the ARWebReportViewer
application is installed. This application is used to enable users to view Crystal
reports.
If you want to run BusinessObjects Enterprise XI on a different machine than the
mid tier, you must install ARWebReportViewer separately.
For more information about the ARWebReportViewer application, see the BMC
Remedy Mid Tier Guide. If you choose to install the AR Crystal Web Application, the
ARWebReportViewer application is installed. This application is used to enable
users to view Crystal reports.
Preparing your web server

The following table outlines the tasks necessary to prepare your web server for use
with the BMC Remedy Mid Tier (depending on the JSP engine you will use).
Table 4-3: Steps to prepare your web server

Web server JSP Engine Steps to follow
Apache Tomcat See “To prepare an Apache server before installing the mid tier” on
page 71.
IIS Tomcat No prerequisite steps are necessary.
Other Tomcat No prerequisite steps are necessary.
Other JBOSS No prerequisite steps are necessary.
Apache or IIS ServletExec No prerequisite steps are necessary.
Other Other For an Oracle Application Server, BEA WebLogic, or IBM®
WebSphere web server, see the Configuring Your Web Server and
Installing BMC Remedy Mid Tier with a .war File white paper at
To prepare an Apache server before installing the mid tier

1 Make sure you have root permissions to the Apache web server that allow you to
write to all relevant files and directories. For example, make sure you have access
to the /usr/conf/httpd.conf file.
2 If you are upgrading and the existing mid tier was installed with a Group ID value
of #-1 (the default), modify the ApacheInstallDirectory/conf/httpd.conf
file.
Use an editor such as vi and look for the Group identifier. If you see Group #-1,
change it to the valid group, and save the file.

3 Make sure that the DSO option on your Apache installation is enabled.
You can verify that DSO is enabled by running the following command to see the
list of modules after Apache has been installed:
ApacheInstallDir/bin/httpd -l
If you see mod_so.c in the list, then DSO has been enabled.
4 To minimize security exposure, include umask 077 in the web server start
sequence.
Using umask 077 makes sure that files created by the web server processes will be
owned and only usable by the user who runs that web server.
BMC Remedy Developer Studio pre-

installation procedures
When planning to install BMC Remedy Developer Studio, remember these tips:
Install Java Runtime Environment (JRE) on the machine that will run
BMC Remedy Developer Studio.
If you will be connecting to servers in different locales, install a multilanguage
version of JRE.
BMC Remedy Developer Studio requires a minimum of 512 MB of RAM.
Without this amount of space, you will receive an error message.
If you have at least 512 MB of RAM but you receive errors regarding space issues
(for example, if you try to open many objects at once), change the –Xmx512m
setting in the devstudio.ini file to increase the space. For example, if you have
at least 1 GB, change this setting to -Xmx1024m.
BMC Remedy User and BMC Remedy Alert pre-installation procedures
BMC Remedy User and BMC Remedy Alert

pre-installation procedures
Determining the user configuration directory
The user configuration directory (also known as the Home directory) stores
definition folders and user-specific configurations, such as preferences and saved
searches.
When you install AR System clients for the first time, the installers prompt you to
create a user configuration directory in a location that you specify. When you
upgrade, the installers prompt you to identify an existing user configuration
directory. (By default, on Windows XP, the default Home directory is
C:\Documents and Settings\userName\Application Data\AR System\HOME.
On Microsoft Windows Vista, the default Home directory is
C:\Users\LoginName\AppData\Roaming\AR System\Home.)
The default Home directory contains the settings for the default user that is
provided with the installation. The default user is Demo. There is no password for
this user. You are provided with a default user so that you can immediately access
the AR System server to verify the installation and create additional user accounts.
Uninstalling existing client versions

Before you install an AR System client (namely, BMC Remedy User and
BMC Remedy Alert), uninstall the existing version.
Before you uninstall an AR System client:
Save any reports, macros, or searches to another directory.
Check to see if your installed copy of the client is installed in its own directory.
If it is, remove the entire directory when prompted to do so by the uninstaller,
and reboot your computer before you install the new client.
Check to see if your previously installed clients in the
C:\Program Files\BMC Software\AR System\Home directory. If these clients
are installed in this directory, do not choose to remove the entire directory when
the uninstallation program prompts you to.

Chapter
5 Installation worksheets
The suite installer allows you to choose the AR System features you want to install.
Several of the features require that you enter parameters such as file location
information. This chapter includes a worksheet for each feature that requires
information to complete the installation.
All features worksheet (page 76)
AR System server worksheet (page 77)
BMC Remedy Approval Server worksheet (page 84)
BMC Remedy Assignment Engine worksheet (page 84)
BMC Remedy Email Engine worksheet (page 85)
BMC Remedy Flashboards worksheet (page 87)
BMC Remedy Mid Tier worksheet (page 88)
BMC Remedy User and BMC Remedy Alert worksheet (page 90)
BMC Remedy Developer Studio worksheet (page 91)
BMC Remedy Data Import worksheet (page 91)

All features worksheet

Table 5-1: BMC Remedy Flashboards worksheet
Installation parameter Value
Destination Directory
Path to where you want to install all features.
If you are installing another AR System server on
the same machine, enter a new folder path in which
to install the files. The default path is C:\Program
Files\BMC Software\ARSystem for Windows
and /opt/bmc/ARSystem/ for UNIX.
Minimal or Custom Setup? Minimal Setup
See page 48. Custom Setup
Features to Install AR System Components
(Custom Setup only) AR System Server
AREA LDAP Directory Service
Authentication
ARDBC LDAP Directory Data Access
Web Services Plugin
Simple Network Management Protocol
(SNMP) Configuration
Full Text Search (FTS) Configuration
Approval Server
Assignment Engine
Email Engine
Flashboards
Mid Tier
AR System Clients
BMC Remedy User
Crystal Reports
ODBC
BMC Remedy Alert
AR System server worksheet

Table 5-2: AR System server worksheet (Sheet 1 of 7)
JRE Path
Path to the Java runtime environment for this
installation.
JDK Path
Path to the Java Development Kit for the BMC
Remedy Mid Tier you want to install.
Note: This field appears only if you are also installing
the mid tier on the same machine as the AR System
server.
Existing AR System Servers
If a server is already installed on the computer, you
are prompted to upgrade or overwrite an existing
server or to install a new server.
Java Plug-in Server TCP Port Number
A unique port address greater than 1024
Register with the Portmapper Yes
See page 53. No
AR System Server TCP Port Number
See page 53.
AR System Server Plug-in TCP Port Number
See page 53.
DATABASE INFORMATION
Database Type IBM DB2
The database you will be using as the foundation for Oracle
the AR System server Microsoft SQL
Informix
Sybase
Database Client Home Path (UNIX only)
Authentication (SQL only) Windows Authentication (See page 31.)
SQL Server Authentication
Unicode Character Strings (SQL and Sybase only) Unicode Character Strings
Select this option if you are installing on a Unicode
database. For information about Unicode
installations, see Appendix C, “Unicode and
AR System.”
Note: For installations on Oracle databases, the
installer determines whether to use Unicode. For
DB2 databases, the Unicode option appears on a
DB2 database panel.


Host Name or IP Address
Host name or IP address of the database server.
The computer from which you are installing must be
able to connect (“ping”) to the name or address you
provide. (The server host name does not need to be
a fully qualified host name.)
Additionally, make sure to configure the primary
DNS server. For more information, ask your system
administrator.
DB2 Instance Name (DB2 only)
AR System Server DB Port
For example, the default for SQL is 1433, and the
default for Oracle is 1521.
AR System Server DB Alias Name (DB2)
AR System Server DB Instance Name (Oracle and SQL)
AR System Server DB Server Name (Sybase)
Your DBA created and named this alias, instance, or
server when installing the database.
Informix Configuration Name (Informix only)
AR System Server DB Login ID
User name of the administrator who has permission
to create the AR System database and database
forms.
The default is ARAdmin, but you can enter another
name in this field. (If you use another name, make
sure you remember it.)
Note: For DB2 databases, use the operating system user
name and password.
Note: If you are running multiple instances of the
AR System server on this machine, you must have a
different logon for each instance.
AR System Server DB Password
The default is AR#Admin#, but you can enter
another name in this field. The default password
might not follow your company’s standards. (If you
use another password, make sure you remember it.)
Directory Path for tnsnames.ora File (Oracle only)
See step 8 on page 33.
This field appears only if the installer cannot find it
on ORACLE_HOME.
Windows Login (SQL only)
This field appears when SQL database is used and
when “Windows Authentication” option is selected.

Windows Password (SQL only)
This appears when SQL database is used and when
“Windows Authentication” option is selected.
AR System Server Administrator Name
The default user name is Demo.
After the installation, you can change this user name
in the User form. See the Configuration Guide.
AR System Server Password
The password should be blank.
After the installation, you can change this password
in the User form. See the Configuration Guide.
AR System Server TCP Port
See page 53.
AR System Server Name Alias
See page 55.
Host Name or IP Address
The host name of the physical system on which the
AR System server will be installed.
The host name might not match the server alias
because you can have multiple aliases for each
system.
See page 55.
Type of Installation Upgrade
See page 56. Overwrite
Server Group
Database Administrator User Name
Database Administrator Password
IBM DB2
Note: The following fields do not appear if you pre-
create the database as described in “Pre-creating a
database” on page 40.
Unicode Character Strings Unicode Character Strings
database.
Type of Tablespace SMS
DMS
AR System Tablespace Name
See page 33.
Container Name
Container Size (MB)
New Temp Tablespace? (Optional) New temp tablespace


AR System Temp Tablespace Name (Optional)
Temp Container Name (Optional)
Temp Container Size (MB) (Optional)
Oracle
create the database as described in “Setting up a
previously created tablespace” on page 34.
AR System Tablespace Name
See page 33.
Datafile Name
Datafile Size (MB)
New Temp Tablespace? (Optional) New temp tablespace
AR System Temp Tablespace Name (Optional)
Temp Datafile Name (Optional)
Temp Datafile Size (MB) (Optional)
Microsoft SQL
AR System Database Name
Datafile Name
Datafile Size (MB)
Logfile Name
Logfile Size (MB)
Informix
Unicode Character Strings Unicode Character Strings
database.
Informix Database Space
Name of the Informix configuration file. The default
is onconfig.
Sybase
AR System Database Name
Datafile Name
Datafile Size (MB)
Logfile Name
Logfile Size (MB)

PASSWORDS
Local DSO User Password
See page 59.
Application Service Password
See page 59.
Mid-Tier Administration Password
See page 59.
OTHER PORTS
The following fields appear only if you are installing
Flashboards or Email Engine.
Flashboards Server RMI Port
See page 53.
Flashboards Server RPC Program Number
See page 53.
Email Engine RMI Port
See page 53.
Email Engine Server RPC Program Number
See page 53.
STARTUP OPTIONS
Startup Options Automatic Startup
The options are: Manual Startup
Automatic startup—Start the services
automatically after every reboot.
Manual startup—Do not start the services
automatically after every reboot.


LOCALIZATION
Localized Views (in addition to English) Spanish
Note: If you are upgrading, the installer does not detect French
the languages previously installed for AR System. Korean
You must manually select the languages you want German
to install.
Italian
Japanese
Russian
Simplified Chinese
Data Language English
Spanish
French
Korean
German
Italian
Japanese
Russian
Simplified Chinese
SNMP
System Location Information
Physical location of the computer where the SNMP
agent is installed.
Administrator Contact Information
Contact information (such as telephone number) for
the SNMP agent administrator
SNMP Agent Port
The unique port address that network management
stations use to connect to the Agent.
Do not use port 161 because many computers are
equipped with an SNMP Agent that uses the 161
port as the default.
See also page 61.
SNMP Authentication Mode Selection Community-Based Authentication
Community-Based Authentication (SNMP v1 or User-Based Authentication
v2c)—Uses plain-text passwords to authenticate
requests.
User-Based Authentication (SNMP v3 only)—
Creates individual user accounts with passwords.
Supports encryption for passwords and request
content.

Community-Based Mode
Read-Only Community
The string must be 30 characters or less and cannot
include spaces.
Read-Write Community
The string must be 30 characters or less and cannot
include spaces.
User-Based Mode
User Name
Access Mode Read-Only Access
Read-Write Access
User Authentication Level No Authentication, No Privacy (noAuthNoPriv)
Authentication Only, Without Privacy
(AuthNoPriv)
Authentication With Privacy (AuthPriv)
User Authentication Password
Must be at least 8 characters long.
User Password Encryption Type
MD5 encryption algorithm used to encrypt the
password.
Private Key Password (appears if the
Authentication With Privacy option is selected)
Password used to encrypt the SNMP package using
the DES algorithm. Must be at least 8 characters
long.
Enable Traps? Enable Traps?
Trap Type SNMP Trap Version 1
SNMP Trap Version 2c
System Receiving Traps
Name or IP address of the trap receiver.
SNMP Trap Community
Community receiving the traps.
SNMP Trap Port
Trap receiver port number.
Full Text Search
Full Text Server Name
Full Text Server Port
Full Text Search Server Configuration Directory
32-Bit Database Client Library Path
For example, /data1/app/oracle/product/
10gR2/lib32.

BMC Remedy Approval Server worksheet

Table 5-3: BMC Remedy Approval Server worksheet
JRE Path*
installation.
AR System Server Administrator Name*
AR System Server Password*
AR System Server TCP Port*
AR System Server Name Alias*
AR System Server Host Name or IP Address*
* If you are installing the AR System server at the same time, this parameter is completed on the “AR System
server worksheet” on page 77.
BMC Remedy Assignment Engine worksheet

Table 5-4: BMC Remedy Assignment Engine worksheet
JRE Path*
installation.
BMC Remedy Email Engine worksheet
BMC Remedy Email Engine worksheet

Table 5-5: BMC Remedy Email Engine worksheet (Sheet 1 of 3)
JRE Path*
installation.
See page 59.
Email Engine RMI Port
See page 53.
Email Engine RPC Port
See page 53.
Incoming Mailbox Server Type POP3
MAPI
IMAP4
Outgoing Mailbox Server Type MAPI
SMTP
Inbox
POP3 and IMAP4 Inbox
Mailbox Name
Example: ARSystemEmail-Incoming
Server Name or IP Address
Your company’s email server.
For multiple AR System servers on the same machine: To
maintain the correct dependency relationship
between the Email Engine and its dedicated
AR System server, enter the AR System server that
connects to the Email Engine you are installing.
Server Port
Port number for your company’s email server. The
default values are:
POP3: 110
POP3 with SSL: 995
IMAP4: 143
IMAP4 with SSL: 993


SSL? SSL
Server User Name
Name of the user or administrator of the email
account.
Server Password
MAPI Inbox
Mailbox Name
Example: ARSystemEmail-Incoming
Email Profile
Name of the MS Exchange profile.
See also page 65.
Outbox
MAPI Outbox
Email Profile
Name of the MS Exchange profile.
See also page 65.
Mailbox Name
Example: ARSystemEmail-Outgoing
Display Name
Descriptive name that appears in the From: line of
outgoing emails.
Email Address
Email address of the email account owner.
SMTP Outbox
Mailbox Name
Example: ARSystemEmail-Outgoing
Display Name
Descriptive name that appears in the From: line of
outgoing emails.
Email Address
Email address of the email account owner.
Server Type
Server Name or IP Address
Your company’s email server.
BMC Remedy Flashboards worksheet

Server Port
Port number for your company’s email server.
Default values are:
SMTP: 25
SMTP with SSL enabled: 465
SSL? SSL
Server User
Name of the user or administrator of the email
account.
Server Password
MAPI Logon Settings:
Windows NT User Name
Password
Windows NT Domain
BMC Remedy Flashboards worksheet

Table 5-6: BMC Remedy Flashboards worksheet
Installation Parameter Value
JRE Path*
installation.
See page 59.
Flashboard Server RMI Port
See page 53.
Flashboard Server RPC Program Number
See page 53.

BMC Remedy Mid Tier worksheet

Table 5-7: BMC Remedy Mid Tier worksheet (Sheet 1 of 2)
AR System Servers List (Optional)
If you already have instances of the AR System
server installed on the computer, they are listed.
You can also add other servers to which you have
access.
JRE Path*
installation.
JDK Path*
Path to the Java Development Kit for the BMC
Remedy Mid Tier you want to install.
Mid Tier Administration Password
Password to access the BMC Remedy Mid Tier
Configuration Tool. See the BMC Remedy Mid Tier
Guide.
After the installation, you can change this password
with the BMC Remedy AR System Administration
Console. See the Configuration Guide.
Web Server IIS (Windows only)
Apache (UNIX only)
Other ________________________
JSP Engine Tomcat
If you select Tomcat, the installer will install it with JBOSS
the mid tier installation. If you choose any other JSP Servlet Exec (This option is disabled on Windows
engine, it must already be installed on the machine if it is not previously installed.)
before you install the mid tier.
Other ________________________
Parameters if the suite installer installs Tomcat
Initial Memory Pool
Maximum Memory Pool
HTTP Port
Parameter if you use a pre-installed JSP Engine
JSP Engine Server Installation Directory
BMC Remedy Mid Tier worksheet
Table 5-7: BMC Remedy Mid Tier worksheet (Sheet 2 of 2)

Preference Servers (Optional)
AR System server that stores user preferences. For
more information, see the Configuration Guide.
Home Page Server (Optional)
AR System server that contains the home page you
will use with AR System applications.
Data Visualization Module Server (Optional)
Business Objects XI parameters:
Business Objects XI Location
Enter:
http://server:port
AR System ODBC Data Source Name
Name of the system DSN. If the field is blank,
AR System ODBC Data Source (the default) is used.
CMS Folder Name
Name of the folder where the Crystal reports are
published.
CMS User Name
The mid tier uses this user information to log in to
the CMS and publish the reports.
CMS Password

BMC Remedy User and BMC Remedy Alert

worksheet
Table 5-8: BMC Remedy User worksheet
access.
BMC Remedy User Home Directory
Location of the folder that stores definition folders
and user-specific configurations, such as
preferences and saved searches.
Localized Views (in addition to English) Spanish
French
Korean
German
Italian
Japanese
Russian
Simplified Chinese
Data Language English
Spanish
French
Korean
German
Italian
Japanese
Russian
Simplified Chinese
BMC Remedy Developer Studio worksheet
BMC Remedy Developer Studio worksheet

Table 5-9: BMC Remedy Developer Studio worksheet
JRE Path*
installation.
If you will be connecting to servers in different
locales, install a multilanguage version of JRE.
access.
BMC Remedy Developer Studio Workspace Folder
Location for storing BMC Remedy Developer Studio
projects.
User Preferences Source (upgrades only)
Path to the folder that contains your current BMC
Remedy Administrator preferences.
User Preferences Destination (upgrades only)
Path to the folder where you want to store Developer
Studio preferences.
BMC Remedy Data Import worksheet

Table 5-10: BMC Remedy Developer Studio worksheet
JRE Path*
installation.
If you will be connecting to servers in different
locales, install a multilanguage version of JRE.
access.

Chapter
6 Running the installers
You can run the suite installer to install multiple AR System features on one
machine simultaneously. You can also run a separate installer for BMC Remedy
User or BMC Remedy Alert.
The chapter is divided into sections for each installer:
Running the suite installer (page 94)
Running the client installers (page 94)
Chapter 6 Running the installers 93

Running the suite installer

You can run the suite installer to install several AR System features or one feature.
IMPORTANT
It is recommended that you install BMC Remedy Mid Tier on a separate server
from AR System.
To run the suite installer on Windows

1 If you downloaded the software from the Electronic Product Download (EPD) site,
unzip the software.
2 Change directories to the location of the setup.cmd file for the suite installer.
3 Run setup.cmd.
4 Use the worksheets in Chapter 5, “Installation worksheets,” to enter the
information on the screens.
To run the installer on UNIX

1 If you downloaded the software from the Electronic Product Download (EPD) site,
unzip the software.
2 Log in as root.
To install as a non-root user, see “Installing as non-root” on page 51.
3 In a command window, change directories to the location of the setup.sh file for
the suite installer.
4 Run setup.sh.
5 Use the worksheets in Chapter 5, “Installation worksheets,” to enter the
information on the screens.
Running the client installers

Two smaller suite installers includes options to install BMC Remedy clients:
ARSuiteKitDeveloperWindows.zip installs BMC Remedy Developer Studio
and BMC Remedy Data Import.
ARSuiteKitClientWindows.zip installs BMC Remedy User and
BMC Remedy Alert.
To run a suite installer on Windows

1 Change directories to the location of the setup.exe file for the suite installer.
2 Run setup.exe.
Chapter
7 Post-installation procedures
After you complete the installation, you might need to perform post-installation
procedures depending on the features you installed.
Post-installation tip for upgrades (page 96)
AR System server post-installation procedures (page 96)
Approval Server post-installation procedures (page 97)
Email Engine post-installation procedures (page 98)
Flashboards post-installation procedures (page 100)
Mid Tier post-installation procedures (page 102)

Post-installation tip for upgrades

If you upgrade a feature and the new files are installed in a different directory from
the previous version’s files, you must manually delete the old files.
AR System server post-installation procedures

This section describes tasks you can perform after you install AR System.
Starting and stopping the AR System server manually

The installation script starts the AR System server automatically, but you can stop
the server and start it manually to verify the installation or troubleshoot problems.
To start or start the AR System server on Windows

1 Access the Services screen.
a Choose Start > Settings > Control Panel.
b Double-click Administrative Tools.
c Double-click the Services icon.
2 Select the appropriate server.
The first or only AR System server installed on a computer is called BMC
Remedy Action Request System Server.
Additional servers are listed as AR System serverName.
3 Choose Action > Start, or choose Action > Stop.
If you want to stop other AR System services, stop them in the following order:
a AR System server
b BMC Remedy Email Engine
c AR System Portmapper
To start or stop the AR System server on UNIX

1 Log in as root.
In a non-root installation, log in as the user who starts the AR System server. Make
sure that you have read/write access to the /dev/console file before you restart
the server as non-root.
2 Enter the arsystem stop or arsystem start command:
ARSystemInstallDir/bin/arsystem start
ARSystemInstallDir/bin/arsystem stop
WARNING
Do not use the kill -9 command to stop the AR System server, or your database
might be left in an inconsistent state.
Approval Server post-installation procedures
Increasing the default maximum memory growth on HP-UX

To increase the current default maximum memory growth potential of arserverd,
you can use the chatr utility.
To modify the server

1 Run chatr with the following command:
chatr +q3p enable arserverd
chatr comes standard with HP-UX. For more information, run man chatr.
2 Configure the file system for large files. To verify this, enter:
fsadm -F vxfs /d1
You will see the following output if it is configured for large files:
largefiles
If the output displays nolargefiles, see the man pages for fsadm. If you do not
configure your file system for largefiles and a process core dump failure occurs,
the core file will be truncated if the resident memory size of the process is greater
than 2GB.
3 Set ulimit to unlimited:
ulimit -c unlimited
Approval Server post-installation procedures

The Approval Server is an ARDBC plug-in, which runs in the plug-in server. By
default, armonitor starts the plug-in server along with the AR System server.
Therefore, the Approval Server is also loaded automatically when you start the
AR System server.
The armonitor executable uses the armonitor.cfg (Windows) or
armonitor.conf (UNIX) file to determine which services to start. Starting the
plug-in server is controlled by the following line:
Windows
"$BMC_AR_SERVER_HOME$$/$arplugin.exe" $BMC_UNICODE_OPTION$ -i
"$BMC_AR_SERVER_HOME$" –m
UNIX
$BMC_AR_SERVER_HOME$$/$bin$/$arplugin -s $BMC_AR_SERVER_NAME$ -i
$BMC_AR_SERVER_HOME$

When the plug-in server starts, it checks the AR System configuration file (ar.cfg
or ar.conf) for a list of plug-ins to load. The installation script adds one of the
following entries for the Approval Server plug-in to the AR System configuration
file:
Plugin: arapprove.dll (Windows)
Plugin: arapprove (UNIX)
To temporarily prevent the Approval Server from starting

1 Make a backup copy of the AR System configuration file if you do not already have
one.
On Windows, the configuration file is ARSystemInstallDir/CONF/ar.cfg
On UNIX, the file is ARSystemInstallationDirectory/CONF/ar.conf
ARSystemInstallationDirectory is the directory where the AR System server
executable is installed.
2 Open the AR System configuration file in a text editor.
3 Locate the Plugin: line.
4 Insert a hash character (# ) at the beginning of the line.
This marks the line as a comment and causes the Plug-in server to ignore the line
when starting up.
5 Save the file.
6 Stop and restart the AR System server.
See “Starting and stopping the AR System server manually” on page 96.
Email Engine post-installation procedures

This section describes tasks you can perform after you install the Email Engine.
Starting and stopping the Email Engine

If the Email Engine fails to start automatically after you start the server, use the
instructions in this section to start it manually.
NOTE
If you stop the AR System server manually from the Services window, the Email
Engine stops. However, the engine does not start again when you restart the
AR System server—you must restart the engine manually.
Email Engine post-installation procedures
To start and stop the Email Engine manually on Windows from the Services
window
1 Choose Start > Settings > Control Panel > Administrative Tools > Services to open
the Services window.
2 Select the BMC Remedy Email Engine service.
3 Right-click the service and choose Start or Stop.
The email service will start or stop immediately.
To start and stop the Email Engine manually on Windows from the command
line
1 Change directories to the Email Engine installation directory:
cd emailEngineInstallDirectory
2 Enter either of the following commands to start the Email Engine:
emailstart
java -cp emaildaemon.jar;arapi75.jar;arutil75.jar;activation;
jar;mail.jar;imap.jar;smtp.jar;pop3.jar;
com.bmc.arsys.emaildaemon.EmailDaemon
3 To stop the Email Engine, press CTRL+C.
NOTE
MAPI mailbox users only: If you did not configure your MAPI mailbox during
installation, change the Email Engine login information in the Services window to
your Windows user account.
To start the Email Engine manually on UNIX

2 Enter either of the following commands:
emaild.sh start &
# nohup emaild.sh start &
To stop the Email Engine manually on UNIX

2 Enter the following commands to stop the Email Engine:
# emaild.sh stop &
After you issue this command, AR Monitor stops the Email Engine service and
immediately restarts it automatically.
If the emaild.sh command fails to stop the Email Engine, comment out the
following line in the armonitor.conf file, then reissue the emaild.sh command:
/etc/arsystem/serverName/armonitor.conf

Flashboards post-installation procedures

This section describes tasks you can perform after you install Flashboards.
Starting or stopping the Flashboards server manually

Use Flashboards server to collect historical data.
To start or stop the Flashboards server on Windows

1 Access the Services screen.
a Choose Start > Settings > Control Panel.
b Double-click Administrative Tools.
c Double-click the Services icon.
2 Select the Flashboards server.
3 Choose Action > Start, or choose Action > Stop.
To start or stop the Flashboards server on UNIX or Linux

1 Change directories to the installation directory of that server.
2 Run the following command:
server.sh start
or
server.sh stop
If you are running two Flashboards servers on the same computer and enter the
server.sh stop command, both servers will stop.
To stop only one Flashboards server if two are on the same computer, include the
port number in the command:
server.sh stop -p portNumber
Running the Flashboards server after exiting a shell

If you plan to exit a shell after starting the Flashboards server in that shell, enter
the following command to start the server:
nohup server.sh start &
When you enter this command, the Flashboards server continues running in the
background after you exit the shell.
Installing and configuring Flashboards samples

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

Flashboards post-installation procedures
To install Flashboards samples manually

1 In the AR System Navigator pane of BMC Remedy Developer Studio, right-click
on the name of the server where the samples should be installed.
2 Choose Import > Object Definitions to open the Import Objects window.
3 In the Import File field, enter the full path name for the ServerStat.def file.
Windows
C:\Program Files\BMC Software\ARSystem\flashboardserver
\ServerStat.def
UNIX
/opt/bmc/ARSystem/flashboardserver/ServerStat.def
4 Click Next.
5 Select the objects, and click Finish.
To configure the Flashboards samples

1 Open the AR System Administration: Server Information form.
2 Select the server that contains the installed samples.
4 In the Default Web Path field, enter the following web path:
http://webServerName:port/arsys
where webServerName is the name of the web server on which the mid tier is
installed and port is the port number. The port number is optional.
5 In the Server Statistics section, select the Cumulative Queue option.
6 To save your changes, click OK.
To configure Flashboards sample variables

1 Open BMC Remedy Developer Studio.
2 In AR System Navigator, expand serverName > All Objects.
serverName is the server that contains the installed samples.
3 Double-click Flashboards Variables.
4 In the Flashboards Variables list, double-click the Set Entry Calls Per Hour
variable.
5 Open the Data Collection panel, and select the Collect Data option.
6 Open the History panel, and set the collection interval.
7 Save your changes.
8 Repeat this procedure for the Set Entry Calls Per Second and Total Number of
Fixed Licenses variables.

Mid Tier post-installation procedures

This section describes tasks you should complete after you install the mid tier. It
also includes some troubleshooting tips.
For complete configuration information, see the BMC Remedy Mid Tier Guide.
Verifying that the mid tier is working

To verify that the mid tier is working
1 Access the following URL:
http://yourWebServer:optionalPortNumber/arsys/shared/config/
config.jsp
For example:
http://XYZCompany:8080/arsys/shared/config/config.jsp
The default password is arsystem.
Making sure your JSP engine has the proper permissions

If you install the ServletExec or Tomcat JSP engine separately from the suite
installer, make sure that the JSP engine has read and write permissions to the mid-
tier installation directory:
Windows—C:\Program Files\BMC Software\ARSystem\midtier\
UNIX—/opt/bmc/ARSystem/midtier
Proxy server and load balancer settings

The mid tier implementation is in a servlet filter, which overrides the
HttpServletResponse.sendRedirect(String Url) method so that all redirects
that the mid tier sends are relative. (The standard
HttpServletResponse.sendRedirect(String Url) method makes the URLs
absolute.)
To enable the filter, edit the web.xml file or use the servlet container’s
administration console to add the filter. See “Enabling filter parameters” on
page 104.
Behavior when the servlet filter is not active

If the filter is not active, redirect URLs in the Location HTTP header of the response
sent from the mid tier use the following format:
"http[s]://localWebServerName.domainName.com/arsys/path/to/
resource"

In this example, localWebServerName.domainName.com is the host name or

domain name where the servlet engine is running. That host name or domain
name is incorrect in reverse proxy and load balanced environments.
Some proxy servers cannot overwrite hostName.domain in the Location HTTP
header of the redirect response. Those proxy servers cannot correct the URL back
to the proxy server’s hostName.domain. The URL sent to the browser in these
cases is not back through the proxy server, but includes a host name that is not
resolvable nor routable from the external network.
When the host name changes from the original URL that is used to initially connect
through the proxy, the browser does not send the proper cookies that the servlet
engine and mid tier set for session tracking and other functions. The URL in the
Location HTTP header of redirect responses is sometimes wrong in load balanced
environments, because the local host name of one of the web servers in the farm
does not match the virtual host name of the load balancer.
If the filter is not active, the URL in the redirect response is:
“http[s]://internalServerSomewhereOnAnother.internalDomain.com/
arsys/shared/login.jsp”
This URL cannot make it back through the proxy server.
Similar problems occur with cookies that the servlet engine and mid tier return.
Some proxy servers cannot change the Set-Cookie HTTP header to reset the path
on cookies to the proxy server’s alias for web applications behind the proxy. In
these cases, the proxy has an alias that directs requests to different internal web
servers (for example, http[s]://external.hostname.somewhere.com/
helpdesk directs HTTP requests to a mid-tier application, and http[s]://
external.hostname.somewhere.com/marketing directs HTTP requests to a
different internal web server). The path for cookies that the servlet API returns is
incorrect, and the following actions must occur:
The proxy server must adjust the path. By default, the servlet API sets the cookie
path to the name of the application context path. For the mid tier, the path is
usually /arsys.
The filter parameters must be enabled as described in “Enabling filter
parameters” on page 104. You can reset the path for cookies to /helpdesk or
simply to the root path (/).
WARNING
Some servlet engines cannot reset the cookie path for the JSESSIONID cookie, even
with the filter parameters enabled.

Behavior when the servlet filter is active

If the filter is active, redirect URLs in the Location HTTP header of the response
sent from the mid tier use the following format:
"../../../../path/to/resource"
The browser receives this relative URL and calculates the full URL to access the
resource. For example, when the filter is active, the redirect to the login.jsp
response from the URL:
http[s]://correctProxyServerName.correctDomain.com/arsys/forms/
arserver1/sampleForm/sampleView
to login.jsp is similar to:
"../../../../shared/login/jsp"
Enabling filter parameters

To enable the filter, add the following highlighted tags to the mid tier application's
web.xml file near the top.
TIP
Be sure to preserve the order in which the XML tags appear within the web.xml
file.
<?xml version="1.0" encoding="UTF-8"?>

<!DOCTYPE web-app PUBLIC '-//Sun Microsystems, Inc.//DTD Web
Application 2.3//EN' 'http://java.sun.com/dtd/web-app_2_3.dtd'>


<web-app>
<display-name>Remedy AR System</display-name>

<filter>
<filter-name>ProxyFilter</filter-name>
<filter-class>com.remedy.arsys.stubs.ProxyFilter
</filter-class>
</filter>

<filter-mapping>
<filter-name>ProxyFilter</filter-name>
<url-pattern>/*</url-pattern>
</filter-mapping>
<listener>
<listener-class>
com.remedy.arsys.stubs.SessionData$ReleaseSessionData
</listener-class>
</listener>
<servlet>
<servlet-name>SetupServlet</servlet-name>
<servlet-class>com.remedy.arsys.stubs.SetupServlet
</servlet-class>
<load-on-startup>1</load-on-startup>
</servlet>

(… Rest of web.xml file …)
Running Tomcat with IIS
Using the correct permissions

You must have administrator rights when you install BMC Remedy Mid Tier with
IIS as the web server and Tomcat as the JSP engine.
Running on Windows 2003 Server x64

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

To run Tomcat with IIS on Windows 2003 Server x64

1 Install the mid tier, and choose Tomcat as the JSP engine.
2 In a command window, change directories to C:\Inetpub\AdminScripts.
3 From the command window, run the following command:
cscript.exe adsutil.vbs SET W3SVC/AppPools/Enable32BitAppOnWin64 1
This step enables 64-bit IIS to run 32-bit processes.
4 From the command window, run the following command:
cscript.exe C:\WINDOWS\system32\iisext.vbs /AddFile "C:\Program
Files (x86)\Apache Software Foundation\Jakarta Isapi
Redirector\bin\isapi_redirect.dll" 1 jakarta 1 jakarta
This step adds and enables the Jakarta Isapi Redirector web service extension.
5 Stop and restart IIS.
6 Open the BMC Remedy Mid Tier Configuration Tool to verify that the Tomcat
ISAPI filter is working:
http://yourWebServer/arsys/shared/config/config.jsp
Disabling ServletExec after an upgrade

If you are upgrading and you do not want to use the ServletExec application
server, follow the instructions in this section to disable it (UNIX or Windows).
NOTE
If you do not plan to use the ServletExec application server, you can uninstall it.
To disable ServletExec after an upgrade on UNIX

1 Locate the httpd.conf file in the ApacheInstallDirectory/conf directory, and
open the file with a text editor.
2 Insert a # symbol at the beginning of the following lines to prevent them from
being processed:
#LoadModule servletexec_module libexec/mod_servletexec.so
#ServletExecAdapterConfigFile "ServletExecInstallDirectory/
ServletExecAS/config/webadapter.properties"
3 Save and close the file.
4 Restart your web server.
To disable ServletExec after an upgrade on Windows

1 From Control Panel, click Administrative Tools.
2 Open the Internet Information Services (IIS) Manager.
3 Find your local computer in the left navigation pane.

4 Click the Web Service Extensions folder for your local computer.
5 Right-click ServletExec in the list of Web Service Extensions, then choose Prohibit.
6 Right-click the Web Sites folder in the left navigation pane, then choose Properties.
7 On the ISAPI Filters tab, remove ServletExec from the list of filters.
8 Click OK, and close the IIS Manager.
9 Stop and restart the IIS.
Changing the mid tier configuration password

Consider changing the mid tier configuration password after you complete the
installation.
To change the mid tier configuration password

1 Start the Mid Tier Configuration Tool in a browser.
The URL is http://webServer:port/arsys/shared/config/config.jsp.
2 In the login screen, enter the default password (arsystem).
3 Click Change Password in the left panel.
4 Enter your new password.
Troubleshooting tips
Troubleshooting Java SDK on Windows

If you have a valid Java SDK installed, but the mid tier installer warns you that the
SDK is not found or is not valid, the registry information for Java SDK might be
corrupt. To fix the problem, simply uninstall and reinstall the Java SDK. Then, run
the mid tier installer again.
NOTE
Some web environments such as WebSphere or Oracle® AS might install their own
Java SDK that is not registered globally, thus the mid-tier installer might report
that no Java SDK was found. If this is the case, you can ignore the error message
and continue installing the mid tier.

Apache on Linux—Changing the group ID value

You 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 command
chgrp -R #-1 /usr/ar/mid-tier
You will need to manually run this command after the installation
has completed. See the install log /use/tmp/mt_install.log for
details.
If you see this error, enter the correct web server group ID in the Group line of the
httpd.conf file, located in the Apache installation directory. If you do not make
this change, you will be unable to save changes you make to the Mid Tier
Configuration Tool settings. Obtain the correct group ID from your web server
administrator.
Tomcat with IIS—ISAPI filter is not created

When you install the mid tier with Tomcat Windows with IIS, the ISAPI filter
might not get created in the IIS manager. If this occurs, you cannot start the BMC
Remedy Mid Tier Configuration Tool.
To resolve the problem:
1 In Windows, open the Internet Information Services (IIS) Manager.
2 Verify that all the following entries appear:
ISAPI filter – Default Web Site properties
Jakarta virtual directory
Jakarta Web Service Extensions
3 If any of the entries does not appear, add the missing entries to the IIS manager
manually.
Running Tomcat on a UNIX server

If you try to run Tomcat on a UNIX server after installing the mid tier, and you
receive an error message or the mid tier will not start, refer to the log file in the
tomcat/logs directory. If you find incompatibility errors for the Java version,
check the JRE_HOME variable. It might be pointing to an older version.
See the compatibility matrix at http://www.bmc.com/support_home for the
latest, most complete information about what is officially supported.

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

Uninstalling AR System features (page 110)
Uninstallation tips (page 110)
Chapter 8 Uninstalling AR System features and clients 109

Uninstalling AR System features

When you run the uninstaller, the AR System binaries are removed, but the
AR System database remains intact.
To uninstall AR System features on Windows

1 Go to ARSystemInstallDir\UninstallBMCARSystem.
2 Double-click the uninstall.exe file.
3 Follow the wizard’s prompts.
To uninstall AR System features on UNIX

1 Go to ARSystemServer/uninstallBMCARSystem.
2 Run the uninstall file.
3 Follow the wizard’s prompts.
NOTE
If you customize forms, any automatically installed forms are overwritten when
you perform an upgrade.
Uninstallation tips
AR System server
If you are uninstalling the server, the uninstall process does not remove the
AR System database from your system. Your data and structures remain intact,
so you can choose to upgrade the AR System database if you reinstall the server.
BMC Remedy Mid Tier
If you chose to install Tomcat when you installed the mid tier, Tomcat is also
uninstalled when you uninstall the mid tier.
If you installed Tomcat and the mid tier, and you are running Windows in an IIS
environment, Redirector is installed. Redirector is not removed during the
uninstallation process. You must remove it manually.
If you are using the Apache web server, remove the following lines from
ApacheInstallDir/conf/httpd.conf:
LoadModule jk_module modules/mod_jk.so
JkWorkersFile /usr/ar/apache-tomcat-version/conf/
arsysworker.properties
JkLogFile /usr/apache_version/logs/mod_jk.log
JkLogLevel info
JkLogStampFormat "[%a %b %d %H:%M:%S %Y] "
JkOptions +ForwardURIEscaped +ForwardURICompatUnparsed
JkRequestLogFormat "%w %V %T"
JkMount /arsys/* arsysWorker1

Appendix
A Locating AR System files and

forms
This appendix describes the AR System feature and client files and forms that the
installer creates and modifies during installation.
You cannot move AR System server files. You must reinstall AR System if you
want to move the server to a new computer. You can preserve the environment by
exporting data and structures and importing them into the new location. See the
Configuration Guide and the Form and Application Objects Guide for more
information.
Default installation directories (page 112)
Installed files and locations (page 113)

Default installation directories

All AR System features are installed in the following directory:
Windows—C:\Program Files\BMC Software\ARSystem
UNIX—/opt/bmc/ARSystem
Each feature has its own subdirectory as follows:
alerttool
approval
ardbcldap
arealdap
Arserver
AREmail
arsystem (for utilities)
assignmentengine
crystalreports
crystalwebapplication
dataimporttool
DevStudio
flashboards
ftsconfiguration
midtier
snmpconfiguration
usertool
webserviceplugin
IMPORTANT
If you upgrade, new files are installed. If those files exist from the previous
installation, they are overwritten. Otherwise, the legacy files are left on the file
system unaltered.

Installed files and locations

The following tables list the files that are created or modified when you install
various AR System features.
AR System server file locations

NOTE
It is recommended that you retain this file structure. Do not remove DLL files from
the arsystem/bin directory. If DLLs are not located in the bin directory, the
thread running a process that requires a missing DLL will hang.
Windows locations
Table A-1: AR System server file locations (Windows) (Sheet 1 of 2)
File Location
Executable/DLL files ARSystemInstallDir\
Configuration file ARSystemInstallDir\conf\armonitor.cfg
ARSystemInstallDir\conf\ar.cfg
AR and ar.ini files C:\Documents and Settings\userName\
Application Data\AR System\HOME
Install log file %temp%\arsystem_install_log.txt
Default log files ARSystemInstallDir\Arserver\Db\*.log
Log files generated ARSystemInstallDir\Logs
during import of data to
the AR System server
database
Error files ARSystemInstallDir\Arserver\Db\arerror.log
API Package ARSystemInstallDir\Arserver\api
Java doc files:
ARSystemInstallDir\Arserver\api\doc
Header files:
ARSystemInstallDir\Arserver\api\include\*.h
Library files:
ARSystemInstallDir\lib*.dll
Source code:
ARSystemInstallDir\Arserver\api\driver
Sample files ARSystemInstallDir\Arserver\samples
By default, ARSystemInstallDir is C:\Program Files\BMC Software\
ARSystem on Windows.

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

File Location
Email notification and ARSystemInstallDir\conf\armaild.cfg
submission
configuration
(You must install and
configure BMC Remedy
Email Engine to use
notifications.)
System Error Messages ARSystemInstallDir\Arserver\help
Help
Forms that the installer ARSystemInstallDir\Arserver\InstallForms
imports during
installation
Forms that the server ARSystemInstallDir\Arserver\SystemForms
self-imports at startup
ARSystem on Windows.
NOTE
If you use centralized preferences, the ARSystemHomeDirectory files are stored on
the server and not in the local directories.
For new installations on Windows XP, the default ARSystemHomeDirectory is

C:\Documents and Settings\userName\Application Data\AR System\HOME.
On Microsoft Windows Vista, the default ARSystemHomeDirectory is

C:\Users\LoginName\AppData\Roaming\AR System\Home.

UNIX locations
Table A-2: AR System server file locations (UNIX)
File Location
Executable files ARSystemInstallDir/bin
Configuration files /etc/arsystem/ARServerID/armonitor.conf
ARSystemInstallDir/conf/ar.conf
AR System servers ARSystemInstallDir/conf/ar
/etc/init.d/arsystem
/etc/init.d/arsystem_serverName
Note: During the installation, you can choose to have a
startup script included.
Default log file ARSystemInstallDir/db/*.log
Install log file /usr/tmp/arsystem_install_log.txt
/tmp/arsystem_install_log.txt (SUSE Linux
and Red Hat Linux)
Log files generated during ARSystemInstallDir/Logs
import of data to the
AR System server database
Error file ARSystemInstallDir/db/arerror.log
Lock files ARSystemInstallDir/db/*.lck
API Package ARSystemInstallDir/api
Java doc files:
ARSystemInstallDir/api/doc
Header files:
ARSystemInstallDir/api/include/*.h
Library files:
ARSystemInstallDir/api/lib/*.a
Source code examples:
ARSystemInstallDir/api/src
Sample Application ARSystemInstallDir/arserver/samples
Catalog files /usr/lib/locale/C/LC_MESSAGES (Solaris and
Linux®)
/usr/lib/nls/C (HPUX)
/usr/lib/nls/msg/En_US (AIX)
System Error Messages Help ARSystemInstallDir/help
Forms that the installer ARSystemInstallDir/installforms
imports during installation
Forms that the server self- ARSystemInstallDir/systemforms
imports at startup
By default, ARSystemInstallDir is /opt/bmc/ARSystem on UNIX.

Approval Server file locations
Windows locations
Table A-3: Approval Server files (Windows)
Category Location
Templates ARSystemInstallDir\approval\Templates\*.imp
ARSystemInstallDir\approval\Templates\*.arm
Localized files ARSystemInstallDir\approval\locale\*.arx
ARSystemInstallDir\approval\locale\*.def
ARSystemInstallDir\approval\locale\*.xml
Logs ARSystemInstallDir\approval\Logs\
ApprovalServer.html
ARSystemInstallDir\approval\Logs\
ApprovalServer.log
ApprovalServer_debug.dbg
ApprovalServer_error.dbg
getgroup,result
getsvrinfo.result
Uninstallation ARSystemInstallDir\approval\Uninstall\*.lst
files ARSystemInstallDir\approval\Uninstall\*.xml
UNIX locations
Table A-4: Approval Server files (UNIX) (Sheet 1 of 2)
Category Location
Binary files ARSystemInstallDir/approval/bin/arapprove.so
Utilities ARSystemInstallDir/approval/bin/arjoinfix
ARSystemInstallDir/approval/bin/arapupgd
Logs ARSystemInstallDir/approval/Logs/
ApprovalServer.html
ARSystemInstallDir/approval/Logs/
ApprovalServer.log
ApprovalServer_debug.dbg
ApprovalServer_error.log
ARSystemInstallDir/approval/Logs/getgroup,result
ARSystemInstallDir/approval/Logs/getsvrinfo.result

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

Category Location
Templates ARSystemInstallDir/approval/templates/*.imp
ARSystemInstallDir/approval/templates/*.arm
Localized files ARSystemInstallDir/approval/templates/locale/*.arx
ARSystemInstallDir/approval/templates/locale/*.def
ARSystemInstallDir/approval/templates/locale/*.xml
Uninstallation ARSystemInstallDir/approval/templates/Uninstall/
files *.lst
ARSystemInstallDir/approval/templates/Uninstall/
*.xml
BMC Remedy Email Engine locations
Windows locations
Table A-5: Email Engine file locations (Windows)
Category Location
Executable/DLL files C:\Program Files\BMC Software\ARSystem\AREmail
Configuration file C:\Program Files\BMC Software\ARSystem\
AREmail\ EmailDaemon.properties
Install log file %temp%\arsystem_install_log.txt
Default log files C:\Program Files\BMC Software\ARSystem\
AREmail\Logs\stdout.log
Error files C:\Program Files\BMC Software\ARSystem\
AREmail\Logs\stderr.log
Forms that the installer C:\Program Files\BMC Software\ARSystem\
imports during AREmail\*.def
installation
Batch file to start Email C:\Program Files\BMC Software\ARSystem\
Engine AREmail\EmailStart.bat
Batch file to Stop Email C:\Program Files\BMC Software\ARSystem\
Engine AREmail\EmailStop.bat

UNIX locations
Table A-6: Email Engine file locations (UNIX)
Category Location
Executable/DLL files /opt/bmc/ARSystem/AREmail
Configuration file /opt/bmc/ARSystem/AREmail/
EmailDaemon.properties
Install log file /usr/tmp/arsystem_install_log.txt
/tmp/arsystem_install_log.txt (SUSE Linux and Red
Hat Linux)
Default log files /opt/bmc/ARSystem/AREmail/Logs/stdout.log
Error files /opt/bmc/ARSystem/AREmail/Logs/stderr.log
Forms that the installer /opt/bmc/ARSystem/AREmail/*.def
imports during
installation
Batch file to start Email /opt/bmc/ARSystem/AREmail/EmailStart.bat
Engine
Batch file to Stop Email /opt/bmc/ARSystem/AREmail/EmailStop.bat
Engine
BMC Remedy Mid Tier file locations

You can install the mid tier on a UNIX or Windows system. The following table
lists the locations of the files on either system.
Table A-7: BMC Remedy Mid Tier file locations

Category Location
Binary files ARSystemInstallDir\midtier
Configuration file ARSystemInstallDir\midtier\WEB-INF\classes\
config.properties
JSP files ARSystemInstallDir\midtier\shared
.gif files ARSystemInstallDir\midtier\shared\images
JavaScript ARSystemInstallDir\midtier\resources
Web application ARSystemInstallDir\midtier\WEB-INF
Java class files ARSystemInstallDir\midtier\WEB-INF\classes
Shared libraries ARSystemInstallDir\midtier\WEB-INF\lib
ARSystem/ or /opt/bmc/ARSystem/

AR System client file locations on Windows

Table A-8: AR System client file locations
Category Location
Executables ARSystemInstallDir\alerttool
ARSystemInstallDir\DeveloperStudio
ARSystemInstallDir\user
Help information ARSystemInstallDir\DevStudio\
ARSystemInstallDir\dataimporttool\
ARSystemInstallDir\user\resdlls\*
ARSystemInstallDir\alerttool\resdlls\*
User configuration ARSystemHomeDirectory\ar.ini
AR System servers ARSystemHomeDirectory\ar
Macros ARSystemHomeDirectory\arcmds\macroName.arq
User defaults ARSystemHomeDirectory\formName\formName.ard
User views ARSystemHomeDirectory\formName\formName.arv
Form definition cache ARSystemHomeDirectory\formName\formName.arf
Custom report design ARSystemHomeDirectory\arcmds\reportName.arr
ARSystem.
By default, on Windows XP, the default ARSystemHomeDirectory is
C:\Documents and Settings\userName\Application
Data\AR System\HOME.
On Microsoft Windows Vista, the default ARSystemHomeDirectory is
C:\Users\LoginName\AppData\Roaming\AR System\Home.


Appendix
B Using the silent installer
To run the installer in a headless environment or to run the installer on multiple

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

1 From the utility folder, open the ARSystem-ini-template.txt file.
2 Create a text file called Options.txt, and add the ARSystem-ini-template.txt
options for the installation you want to run.
Set installer properties for the features you are installing.
Using the worksheets in Chapter 5, “Installation worksheets,” as a guide, copy the
property options for your features from ARSystem-ini-template.txt to
Options.txt, and edit the options accordingly. Be sure to remove the comment
(# ) markers.

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

Option Description Example
-P Sets the installation directory for a product. -P installLocation=filePath
Windows:
-P installLocation=C:\Program Files\
BMC Software\ARSystem
UNIX:
-P installLocation=/opt/bmc/ARSystem
-A Specifies the products and features you want -A productproductName
to install. -A featurefeatureName
The product and feature names are listed at -A featureDeveloperStudio
the top of the ARSystem-ini-
template.txt file.
To install more than one product or feature,
include a -A line for each.
-J Specifies Java properties that correspond to -J HOST_NAME=foo.bar.com
user inputs. -J LOGIN=admin
See the ARSystem-ini-template.txt file -J PASSWORD=admin
for examples.
NOTE
To use an encrypted password, use the -J passwordOption= option. To encrypt
your password, see “Encrypting passwords” on page 146.
3 Enter Yes for the BMC_EULA_ACCEPT parameter.

## BMC EULA Accept.
#-J BMC_EULA_ACCEPT=Yes
4 Run the installer with the -i silent option.
On Windows, enter:
setup.exe -i silent -DOPTIONS_FILE=pathToFile\Options.txt
On UNIX, enter:
setup.bin -i silent -DOPTIONS_FILE=pathToFile/Options.txt
You must use an absolute path to the Options.txt file.
Example Options.txt file
-P installLocation=/data1/ar
-A featureARServer
-J BMC_DATABASE_UTF=true
-J BMC_DATABASE_TYPE=ORACLE
-J BMC_DATABASE_OPTION=Overwrite
-J BMC_DATABASE_HOST=foo.bmc.com
-J BMC_DATABASE_PORT=1521
-J BMC_DATABASE_INSTANCE=ARS
-J BMC_DATABASE_LOGIN=ARAdmin
-J BMC_DATABASE_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9
-J BMC_DATABASE_CONFIRM_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9
-J BMC_DATABASE_DBA_LOGIN=system

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

1 Set the following options the Options.txt file, which is located in the folder that
contains the installer executable file:
Table B-2: Options for Options.txt file

Option Description Example
-P Sets the installation directory for a -P installLocation=C:\Program Files\
product. BMC Software\ARSystem
-U Uninstalls the entire product or an -U productproductName
individual feature. -U featurefeatureName
-U featureDeveloperStudio
2 Change to the directory where the uninstall file is located:

The default locations are as follows:
Windows—C:\Program Files\BMC Software\ARSystem\
UninstallBMCARSystem
UNIX—/opt/bmc/ARSystem/UninstallBMCARSystem
3 Run the uninstaller from with the -i silent option.
On Windows, enter:
uninstall.exe -i silent -DOPTIONS_FILE=pathToFile\Options.txt
On UNIX, enter:
./uninstall -i silent -DOPTIONS_FILE=pathToFile/Options.txt
You must use an absolute path to the Options.txt file.


Appendix
C Unicode and AR System
This chapter discusses issues related to Unicode implementation in BMC Remedy

Action Request System (AR System) 7.5.00.
Installing and upgrading (page 126)
Compatibility considerations (page 130)
For more information about Unicode than is described in this document, see the
Unicode Consortium website at http://www.unicode.org.

Installing and upgrading

If you are installing AR System for the first time and you want to use Unicode,
make sure your database is configured to use Unicode.
If you are upgrading to a Unicode-enabled AR System server, you must prepare
your host computer before installing AR System, and make sure that the database
is Unicode-enabled.
BMC supports the following upgrade:
You had installed and were running an AR System 6.x server on a Unicode
database. Now, you want to run a Unicode AR System 7.x server on the same
Unicode database.
NOTE
Each database client library has special mechanisms for specifying the codeset in
which database clients attempt to communicate with the AR System server. If
these mechanisms specify a codeset that is not consistent with the codeset that the
AR System server and upgrade programs expect, errors and data corruption can
occur. The following procedure can help you avoid this problem.
To prepare your host computer for a Unicode AR System installation or

upgrade
1 (UNIX® only) Set the LANG environment variable for the locale you will be using.
Remember these tips:
Make sure you have installed UTF-8 locales in which you plan to run AR System
programs.
Make sure you use the correct spelling and capitalization for your particular
system (for example, on Solaris, you might enter en_US.UTF-8). To find the
locales that correspond to the language you want to use, use the locale -a
command. See your UNIX system documentation for information about locale
settings.
To set the locale of the installation, the server installation script uses the locale
of the shell it is run from. For example, to install a server on Solaris that runs in
the en_US.UTF-8 (U.S. English, Unicode/UTF-8 character encoding) locale, set
your shell’s locale to en_US.UTF-8 before installing AR System.
During installation, the AR System installer sets up the arsystem script with the
correct values for LANG variable. The arsystem script launches armonitor,
which launches the programs mentioned in the armonitor.conf file; each of
these programs inherits the environment variables established in the arsystem
script.

2 (Oracle® only) If you are installing an Oracle Unicode AR System on a Windows

operating system, set the value of the NLS_LANG registry setting.
Depending on your system’s configuration, the setting's key looks something like
this:
HKEY_LOCAL_MACHINE\SOFTWARE\ORACLE\KEY_oracle_home_name\NLS_LANG
Oracle defines the NLS_LANG value as LANGUAGE_TERRITORY.CHARACTERSET, for
example, AMERICAN_AMERICA.AL32UTF8.
The CHARACTERSET value AL32UTF8 tells the Oracle client library to send and
receive character data as UTF-8. (Do not use the CHARACTERSET value UTF8, which
is obsolete.)
3 This setting affects all Oracle database clients that use the Oracle installation
named by oracle_home_name.
a Verify that the NLS_LANG environment variable is set correctly.
NLS_LANG is defined by Oracle as follows:
LANGUAGE_TERRITORY.CHARACTERSET
For example:
American_america.AL32UTF8
b Set the Oracle initialization parameter NLS_LENGTH_SEMANTICS=BYTE on the
database instance.
Although the AR System server allows you to request that character fields be
measured in characters, the server still communicates with the database in
bytes.
For more information, see Oracle’s Metalink Note: 144808.1 (Subject: Examples
and limits of BYTE and CHAR semantics usage).
4 (DB2 only) Set the DB2CODEPAGE setting.
The DB2CODEPAGE setting determines the client codeset. This value can be set by
either of the following methods:
The db2set program (which affects all DB2 client programs on a particular host
computer)
An environment variable (If this variable is present, it overrides the db2set
setting.)
If the db2set setting or the environment variable is not set, the DB2 client library
derives a DB2CODEPAGE value from the current locale. On UNIX systems, this value
is valid if the server or upgrade program has been started in a UTF-8 locale. On
Windows systems, this value is always wrong, and you must use db2set, or set the
environment variable to start the server correctly.

Use the following syntax to set the DB2CODEPAGE environment variable.

UNIX /bin/sh:
DB2CODEPAGE=1208; export DB2CODEPAGE
UNIX /bin/csh:
setenv DB2CODEPAGE 1208
Windows batch file (if starting the server manually):
set DB2CODEPAGE=1208
You can use the Windows Control Panel to set the environment variable
globally or set it for a specific user.
NOTE
Informix uses the CLIENT_LOCALE environment variable, but the arsystem script
sets this variable from the locale set by LANG.
Sybase determines its client character set from the locale set by LANG.
SQL Server is a Unicode database, so you do not need to perform any steps to set
it up.
To upgrade AR System 6.3 and later servers with a Unicode database to

AR System 7.0.01 and later
1 Back up the database components, objects, forms, and data.
2 On Windows systems, run the installer in the same locale that you ran the
AR System 6.3 server.
For example, if the 6.3 server ran in a Japanese locale, run the upgrade installer in
the same Japanese locale.
3 On UNIX systems, run the installer in the Unicode version of the locale in which
you ran the AR System 6.3 server.
For example, if the server ran in the locale ja_JP.eucJP, run the installer in the
locale ja_JP.UTF-8. Locale names vary across UNIX variants and versions.
Upgrading serialized data from version 6.3

The AR System server stores certain data (such as filter and active link run
conditions and table qualifiers) in a serialized format that embeds character
lengths. This data occurs in:
The server's internal tables
Tables managed by AR System services such as the Approval Server and
Assignment Engine
User data
The upgrade process automatically rewrites internal and AR System service data.
If you have this type of data, you can fix it with the arufix63 utility, which is
included with the server installation.

The following qualifier is an example of a serialized format:

...\12\Hello, world\...
This denotes that the string Hello, world occupies 12 bytes.
In the single-byte character encodings used by the 6.3 AR System server, the
French string:
âllo, monde
occupies 11 bytes and would be encoded as:
...\11\âllo, monde\...
In the UTF-8 encoding used by the Unicode AR System server, the same string
occupies 12 bytes (because each accented Latin letter requires 2 bytes, rather than
1) and is encoded as:
...\12\âllo, monde\...
to be decoded and used correctly by the system.
In version 7.x and later, the database upgrade program recalculates these lengths
so that the new Unicode AR System server can read back the serialized data. The
installer performs the following actions:
Runs the 6.3-to-7.x database upgrade program, which repairs tables maintained
by the AR System server to store definitions of objects such as forms and active
links.
Generates SQL and error logs, and logs the rows that it changes for Unicode
repair in a separate file. The name of this file is at the beginning of the SQL log,
in a message. The following example shows the file name:
See writeMemoLog in /usr/tmp/aaaaa5231
Repairs all length-encoded strings in the AR System tables. Repairs any tables
(such as arschema) that contain a column called safeGuard, which detects data
corruption and whose value is sensitive to the character encoding.
After the installer starts the server, it runs several programs to install localized
views for system forms and add initial data to the User and Group forms.
During this phase, it runs the arufix63 program to repair the DSO and
Approval Server forms, which store serialized qualifier and assignment strings
as normal column data. The arufix63 program reads a script in
ARSystemServerInstallDir/arserverconf/arufix63c.txt to know which
tables to repair, and writes error messages to ARSystemServerInstallDir/
Logs/arufix63.log.
If users have their own applications that store qualifiers or assignments in
serialized form, these might also need to be repaired. To do so, run the arufix63
program and specify the affected forms, fields, and field types. For more
information, see the arufix63.txt file in the server installation directory.
NOTE
Run the arufix63 program only if a user application stores serialized AR System-
owned strings (qualifiers and assignments) such as those created by the
Application-Parse-Qual-SField and Application-Parse-Val-SField
commands, and only if those strings contain non-ASCII characters.

Compatibility considerations
The AR System 7.x and later servers and clients are generally compatible with
older AR System servers and clients. However, Unicode operations require special
compatibility considerations.
Character sets and lengths

Because strings stored in different character sets have different lengths, older
AR System products are not compatible with the 7.x and later Unicode AR System
server. All version 7.x and later products are compatible with the 7.x and later
Unicode AR System server.
Because lengths in the serialized structures are in terms of Unicode characters and
not the code set of the clients, clients cannot properly deserialize the characters.
This problem occurs when external qualifications are used in table fields and in
workflow. Clients using pre-7.0.01 APIs cannot properly parse these items. The
problem occurs with serialized structures that contain 8-bit or multibyte characters
(including, but not limited to, Asian languages, Eastern European, or accented
characters in Western European languages). Serialized structures that contain only
7-bit ASCII characters (English letters, digits, and punctuation) are not affected.
If you are running an older AR System product against a 7.x or later Unicode
AR System server, you should upgrade those products to the 7.x or later release. If
you cannot upgrade these products, patches to the 6.0 and 6.3 APIs are available to
make them compatible with the 7.x or later server. You can obtain them from the
patch pages at the Customer Support website (http://www.bmc.com/
support_home).
Unicode and version 6.3.00

Do not use version 6.3 or earlier versions of BMC Remedy Administrator with a
Unicode server. Consider disabling pre-7.x clients altogether if possible.
If you must use version 6.3 or earlier AR System clients (including
BMC Remedy User, BMC Remedy Mid Tier, and BMC Remedy Distributed
Server Option) with a Unicode server, they will only work if the server’s
operating system has the same character set as the client. For example, this
combination works:
6.3 mid tier
French client operating system
German server operating system

This combination does not work:

6.3 mid tier
French client operating system
Chinese server operating system
Version 6.3 or earlier AR System clients (including BMC Remedy User, BMC
Remedy Mid Tier, and BMC Remedy Distributed Server Option) work with a
non-Unicode server only if the operating system running the client has the same
character set as the server’s operating system.
For example, a mid tier running on a French operating system (Western
European character set) can safely contact a non-Unicode server running on a
German or English operating system (also Western European character set), but
not one running under a Chinese or Japanese operating system.
Non-Unicode and version 7.x

A version 7.x or later non-Unicode client can contact a version 7.0.01 or later
non-Unicode server if the operating system running the client has the same
character set as the server’s operating system.
For example, if a non-Unicode AR System server is on a Chinese operating
system, the 7.0.01 version of BMC Remedy User can contact it only if it is
installed on a Chinese operating system.
If a non-Unicode AR System server is on a German operating system, the 7.0.01
version of BMC Remedy User can contact it only if it is installed on a Western-
European operating system (the same character set as the server's operating
system—English or French or Italian, and so on).
A version 7.x or later non-Unicode client can contact a pre-7.x server if the
operating system running the client has the same character set as the server’s
operating system.
A non-Unicode client (such as BMC Remedy User) can access specific language
data stored on a Unicode AR System server installed on a Unicode database if
the non-Unicode client is installed on the computer with the same character set
to which that language belongs.
For example, if an English computer has Unicode AR System server installed on
it with a Unicode database, and the data stored is German, Japanese, and
Russian:
BMC Remedy User that is installed on a Japanese computer (Japanese
character set) can work with the Japanese data on that database.
BMC Remedy User that is installed on a French, English, or Spanish computer
(Western European character set) can work with German data on that
database.
BMC Remedy User that is installed on a Bulgarian computer (Cyrillic
character set) can work with Russian data on that database.

Unicode clients and non-Unicode servers

You can run a Unicode client on a non-Unicode server without restrictions.
AR System components and Unicode considerations

If you run the following AR System 7.x and later components in Unicode mode,
they do not corrupt data when run against a Unicode-enabled AR System server:
AR System server
Plug-in server
Approval Server
Assignment Engine
DSO
RDP
Email engine
The following sections discuss considerations for running specific AR System
components with Unicode.
AR System server
An AR System server running in Unicode mode might be required to run another
program (as a Run Process action, for example) and to accept characters written by
the program through the program's standard output.
On UNIX systems, the program must write UTF-8 characters to its output. For
example, an AR System server running in Unicode mode expects data returned
from a Set Fields filter action to be in UTF-8. A non-Unicode server running in the
Japanese locale expects data to be returned in EUC.
On Windows systems, AR System inspects the first 2 bytes of the program’s output
to determine if it is UTF-16. If it is UTF-16, AR System treats it as Unicode.
Otherwise, AR System treats the program’s output as characters from the system’s
active code page. For example, a Japanese server runs on a operating system using
Windows codepage 932 (Shift-JIS character set.)
NOTE
In AR System 6.x, it is possible to run an AR System server in non-Unicode mode
with a Unicode database. In AR System 7.x and later, this type of configuration is
not supported.

Plug-in server
Two codesets affect the plug-in server and the plug-ins that run under it:
The codeset in which the server provides characters when it calls the plug-in’s
callback routines
The codeset that the plug-in uses when it makes API calls to the server
The server always uses its own codeset when delivering characters to plug-in
callback routines. Therefore, a Unicode server always delivers characters in the
UTF-8 codeset.
Mid tier
Version 7.x and later of the mid tier is a Unicode client for the AR System server.
A single mid tier can manage clients and transfer data in any language supported
by AR System.
The mid tier’s Flashboards service renders characters for display. Be sure that fonts
are available for the characters of all languages in which you provide Flashboards.
API programs
When operating in Unicode mode, the API accepts and returns characters in the
UTF-8 character encoding. It does not support the UTF-16 character encoding.
runmacro
The runmacro program, which is sometimes used to do batch exports of data, is not
Unicode-safe. Do not use runmacro with a Unicode server.
BMC Remedy ODBC driver

The BMC Remedy ODBC driver is a multi-threaded, ODBC 3.5-compliant Unicode
driver that runs an AR System API client under Windows.
If you connect ANSI applications to an AR System Unicode server through the
Remedy ODBC driver, any data transferred is converted from ANSI to UTF-16,
and then from UTF-16 to UTF-8. If the AR System server is non-Unicode, then the
data is converted from ANSI to UTF-16, from UTF-16 to UTF-8, and then from
UTF-8 to the server’s native character set.

Utilities
The following utilities can be used with Unicode servers:
artext
arhelp
archgsel
archgid
arworkflow
ardisabled
arlabel

BMC Remedy Developer Studio is Unicode-safe. It has no character set
restrictions.
If you internationalize AR System and you continue to use the BMC Remedy
Administrator tool from versions prior to 7.5.00, you must use object names that
use ASCII characters. For more information about Unicode and AR System 7.1.00,
see the BMC Remedy Action Request System 7.1.00 Installing Guide.
BMC Remedy User

BMC Remedy User is not Unicode safe. Therefore, use it cautiously with Unicode
servers. If you attempt to use BMC Remedy User to retrieve and then store
characters that cannot be converted to their character sets, they will corrupt data.
BMC Remedy User can open only forms whose names can be displayed in its
character set. It can display records that contain Unicode characters; the characters
that cannot be displayed are replaced. If BMC Remedy User saves a field that
contains replacement characters, it corrupts the original data in the field because it
writes the replacement character over the character that previously appeared
there.
In general, use ASCII character when creating object names so that BMC Remedy
User does corrupt the characters.

BMC Remedy Data Import is Unicode-safe.
BMC Remedy Data Import is also Unicode-safe when you run it from the
command line (arimportcmd).
BMC Remedy Alert

Although BMC Remedy Alert is not Unicode-safe, it is safe to operate with an
AR System 7.x or later Unicode-enabled server because it does not send data back
to the AR System server.

BMC Remedy AR System Administration Console

The BMC Remedy AR System Administration Console form is Unicode-safe only
when run from a version 7.x or later mid tier. For more information about the BMC
Remedy AR System Administration Console, see the Configuration Guide.
BMC Remedy Migrator

BMC Remedy Migrator is Unicode-safe.


Appendix
D Installing Full Text Search
This appendix describes how to install Open Text SearchServer software for Full
Text Search (FTS).
Installing SearchServer on Windows (page 138)
Installing SearchServer on UNIX and Linux (page 140)
Installing FTS in a server group (page 142)
NOTE
You will notice references to “Hummingbird Search Server” in the document
because that is the previous name for the Open Text SearchServer product, and
some options were not changed in the software.

Installing SearchServer on Windows

To install Open Text SearchServer 6.1 for Full Text Search (FTS) on Windows,
perform these steps:
Step 1 Install SearchServer (see the following procedure).
Step 2 Install the AR System server as described in this guide.
If AR System was installed before SearchServer, re-run the AR System installer

and select only the Full Text Search option.
Step 3 Integrate SearchServer with AR System (see page 139).
Step 4 Add and activate the FTS fixed and floating licenses (see the Configuration Guide).
To install Open Text SearchServer on Windows

1 Obtain the Open Text SearchServer software.
If installing from a DVD, choose the disk labeled BMC Remedy Action Request
System Full Text Search, and go to the Windows root-level directory.
If installing from a downloaded package, unzip the SearchServer installation
files into a temporary directory.
2 Navigate to the LicenseKey.txt file, and copy your SearchServer license key.
3 Run the SearchServer setup.exe file.
The SearchServer installation splash screen displays the version as 6.0, but the
actual version is 6.1.
IMPORTANT
SearchServer will not work if installed on a network drive. The installation will
appear to be successful, but several Open Text services will not start.

Installing SearchServer on Windows
4 Enter or accept the following information (BMC recommends that you accept the
defaults.)
Table D-1: Information required for installation

Required information Default Description
Installation Folder Folder where you want to install SearchServer.
License Key License number from the LicenseKey.txt file.
Components to install Hummingbird Search Accept the defaults: Do not select a custom set of
Server components.
Hummingbird
SearchServer Core
Documentation
SSJDBC Port 3103 Port number for the SearchServer Java database
connectivity (SSJDBC) port.
If you edit this port setting, the port number must match
the port number specified in the hsserver.conf file (C
portion) and the jdbc.properties file (Java portion).
Servlet Port 8660 The Open Text SearchServer SS Servlet Container instance
listens for requests on this port This container is required
to process JSPs and to run Open Text SearchServer Servlet
applications, SSAdmin, and SSOnline.
Host Name Host name of the search server.
Port (for the server) 3103 Port number of the server. This port number should match
the SSJDBC port number.
Port (for FTMF service) 1116 Port number for the FTMF service.
5 Click Install.
If errors occurred during the installation, click the link provided to view the
error.log file.
To integrate SearchServer with the AR System server on Windows

1 Install SearchServer.
2 Install the AR System server with Full Text Search option selected.
If SearchServer is running, stop the service before you install AR System.
NOTE
If you install SearchServer after the AR System server, re-run the AR System
installer, and select only the Full Text Search option.

Installing SearchServer on UNIX and Linux

To install Open Text SearchServer 6.1 for Full Text Search (FTS) on UNIX and
Linux, perform these tasks:
Step 1 Install SearchServer (see the following procedure).
If you have a previous version, install SearchServer in a different directory.
Step 2 Install the AR System server as described in this guide.
If AR System was installed before SearchServer, re-run the AR System installer

and select only the Full Text Search option.
Step 3 Integrate SearchServer with AR System (see page 141).
Step 4 Add and activate the FTS fixed and floating licenses (see the Configuration Guide).
To install SearchServer on UNIX and Linux

1 Obtain the Open Text SearchServer software.
If installing from a downloaded package, unzip the SearchServer installation gz
file and untar the SearchServer tar file into a temporary directory.
If installing from a DVD, do this:
a Mount the BMC Remedy Action Request System Full Text Search DVD into
your DVD drive.
b Go to the UNIX or Linux root-level directory.
2 Navigate to the LicenseKey.txt file, and copy your SearchServer license key.
3 From the DVD or temporary directory, execute the ./setup script.
4 To select Open Text SearchServer, enter 2.
5 Review the information on the splash screen and each license agreement screen,
pressing ENTER to advance to the next one.
6 When you reach the last license agreement screen, enter Yes to accept the terms of
the license agreement.
7 In the SearchServer Directory screen, perform one of these actions:
Press ENTER to accept the default SearchServer installation directory.
Enter the path to the location in which to install SearchServer.
8 In the Product License Key screen, enter the SearchServer license key from the
LicenseKey.txt file (see step 2).
9 In the Components screen, press ENTER to accept the default configuration.

Installing SearchServer on UNIX and Linux
10 In the Configuration JDBC Port Settings screen, perform one of these actions:
Press ENTER to accept the default SSJDBC port (3103).
Enter the SSJDBC port to use.
IMPORTANT
If you edit this port setting, the port number must match the port number specified
in the hsserver.conf file (C portion) and the jdbc.properties file (Java
portion).
11 In the Configuration Servlet Port Settings screen, perform one of these actions:
Press ENTER to accept the default servlet port (8660).
Enter the servlet port to use, and press ENTER.
NOTE
Open Text recommends that the servlet port values be unused and between 2048
and 65000.
The Open Text SearchServer SS Servlet Container is required to process JSPs and
to run Open Text SearchServer Servlet applications, SSAdmin, and SSOnline. The
HTTP port setting is the port number on which the Servlet Container instance
listens for requests.
12 In the Summary Information screen, review the information and press ENTER to
begin the installation.
If errors occurred during the installation, find the error.log file in the
~/Hummingbird/SearchServer61/logs directory.
To integrate SearchServer with the AR System server on UNIX and Linux

1 Install SearchServer.
2 Install the AR System server with Full Text Search option selected.
If SearchServer is running, stop the service before you install AR System.
NOTE
If you install SearchServer after the AR System server, re-run the AR System
installer, and select only the Full Text Search option.
3 To run SearchServer after you install FTS and AR System, run ssenv.sh (or
ssenv.csh) before starting SearchServer. This will add the variables needed by
SearchServer to run with AR System.
To start SearchServer, run the following command:
SearchServerInstallDir/bin/ssjsd start

Installing FTS in a server group

To enable FTS in a server group, install and configure SearchServer on one of the
AR System servers in the server group. The other AR System servers act as a
SearchServer client for the indexing and searching tasks generated on them.
To configure FTS for servers in a server group

1 Install and configure SearchServer on one of the AR System servers in the server
group as described in this chapter.
2 Install the SearchServer client on the other servers.
On Windows
When you run the SearchServer installer:
Expand all of the SearchServer components, but select only the Hummingbird
SearchServer Core option. Do not select any other options.
On the Lightweight Driver Component Configuration dialog box, make sure
that the values for the host and port refer to the remote SearchServer.
On UNIX
When you run the SearchServer installer, select the “Hummingbird Search Server
Core -64 bit” option on the SearchServer Components Selection screen.
3 Specify the SearchServer host and port on the other servers on the FTS tab of the
AR System Administration: Server Information form.
Alternatively, you can change the following options in the ar.cfg (ar.conf) file:
Full-Text-Server-Name:serverName
Full-Text-Server-Port:portNumber
For more information, see the Configuration Guide.

Appendix
E Using the AR System

Maintenance Tool
This appendix AR System Maintenance Tool that can help you access logs to help
you troubleshoot issues you have with the installer. The tool also allows you to
encrypt your password.
Using installation and uninstallation logs (page 144)
Encrypting passwords (page 146)

Using installation and uninstallation logs

The AR System Maintenance Tool gives you access to installation and
uninstallation logs. When you open the tool, the following tabs are displayed:
Logs
Configuration
Encrypt
NOTE
AR System does not use the Configuration tab. This tab is for other applications
such as BMC Remedy Atrium. For more information, see the documentation for
those products.
Each time that you run the AR System installer or uninstaller, a log file in the
AR System Maintenance Tool is created. A new tab’s name reflects the date and
time of the installer or uninstaller is run.
To view logs
1 Open the AR System Maintenance Tool.
On Windows, go to ARSystemServerInstallDir\arsystem and double-click
ARSystemMaintenanceTool.cmd.
On UNIX, go to ARSystemServerInstallDir/arsystem and run
./ARSystemMaintenanceTool.sh.
You can also run the tool from the installation DVD (go to the utility folder.)
2 Click the Logs tab.
3 Click the Install Log button or the Uninstall Log button. (To browse for a specific
log file, click Browse to Log instead.)
A tab for each installation log or uninstallation log is displayed.
4 Click the tab for the log you want to view.
5 Search for rows highlighted in red (errors) or yellow (warnings).
6 To sort columns, click the column header.
To reverse sort a column, press the Shift key while clicking the column header.

Using installation and uninstallation logs
Contents of the logs

The general format of all the log messages in the text file format is:
(timeOfEvent),severityOfEvent,sourceOfEvent,
eventMessageContent
For example:
(Jul 17 2008 01:10:28.123 AM -05:00),CONFIG,com.bmc.install.builder.
installanywhere.InstallationTaskAction,
LOG EVENT {Description=[CREATED InstallationTask],Detail=[com.bmc.install.pro
duct.arsuitekit.ARSuiteKitProjectInitializationInstallationTask]}
This message indicates a LOG EVENT message that happened on July 17, 2008, at
1:10:28 a.m. with a severity level of CONFIG from a InstallationTaskAction
source class.
The severity levels from highest to lowest values are:
SEVERE (appears in red in the log viewer)
WARNING (appears in yellow in the log viewer)
INFO
CONFIG
FINE
FINER
FINEST
The following table describes the main log message types.
Table E-1: Log message types

Message type Description
LOG EVENT Describes the following types of information:
The start and end of installation tasks (installer logic and behavior) and installation
screens.
The setting of installation properties. These properties can be set and controlled by the
platform itself, or they can be set based on user input fields.
General informative data. The structure and content within the description text varies
across products.
PROGRESS EVENT Describes how much of a task is completed. These messages correspond to progress bar
updates and the localized resource keys that are used to determine messages on the
progress bar.
THROWABLE EVENT Describes failures with stack traces.
Summary section Provides a summary at the end of the log that contains the same type of data shown on
the installation summary screen (for example, whether the installation was successful
or unsuccessful, and if unsuccessful, what features failed to install).

Zipping logs to send to BMC Customer Support

The Log Zipper, part of the AR System Maintenance Tool, provides a collection of
log files that are necessary to debug issues. The Log Zipper is used for installation
issues and application issues that can happen months later.
To run the Log Zipper

1 In the AR System Maintenance Tool, click the Logs tab.
2 Click Zip Logs.
3 Send the ARSystemLogs.zip output file from the temp directory to BMC
Customer Support.
Encrypting passwords
The AR System Maintenance Tool allows you to create an encrypted password.
You might use this encrypted password when running a silent installation.
To encrypt a password for a silent installation

1 Open the AR System Maintenance Tool.
2 Click the Encrypt tab.
3 Enter your password in the Password field and the Confirm Password field.
4 Click Encrypt.
5 Copy and paste the encrypted password into the Options.txt file for your silent
installer.
For example, if you want to encrypt the AR System password and the output is
DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9, enter the
following string:
# -J BMC_AR_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9
# -J BMC_AR_CONFIRM_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9
For more information, see Appendix D, “Using the silent installer.”

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
Numerics B
32-bit JRE 26 BMC Remedy Alert
64-bit platforms 26 installation worksheet 90
64-bit servers 50 BMC Remedy Alert, pre-installation procedures 73
installation worksheet 91
A pre-installation procedures 72
Action Request System External Authentication BMC Remedy Mid Tier
(AREA). See AREA components needed 70
AIX and Oracle 50 free space needed 69
API nstallation option 60 installation worksheet 88
Approval Server load balancer 102
installation worksheet 84 post-installation procedures 102
post-installation procedures 97 pre-installation procedures 69
pre-installation procedures 63 proxy server 102
Approval Server file locations 116 troubleshooting installation 107
AR Crystal Web Application 71 what installer does 69
AR System Maintenance Tool 143 BMC Remedy User
AR System Portmapper. See portmapper installation worksheet 90
AR System server pre-installation procedures 73
installation worksheet 77 BMC Software, contacting 2
post-installation procedures 96
pre-installation procedures 49
starting manually (UNIX) 96, 100
C
starting manually (Windows) 96 changing the group ID, Linux 108
stopping manually (UNIX) 96, 100 character set lengths 130
ARDBC plug-in, installation option 60 client
AREA plug-in, installation option 60 file locations 119
arsystem script 96, 126 pre-installation procedures 73
arufix63 129 client file locations 119
ARWebReportViewer 69 compatibility, Unicode 130
assigning port numbers 54 components required by mid tier 70
Assignment Engine configuration
installation worksheet 84 choosing 14
pre-installation procedures 63 extending to email access 19
authentication mode 31 extending to multiple servers 17
extending to the Web 18
minimal 16
samples 16
Index 147
configuring
changing password 107
H
Flashboards sample variables 101 hardware requirements 23
Flashboards samples 100 headless installation 50
custom setup 48 Home directory 73
customer support 3 host name 55
D I
data execution prevention (DEP) 46 IIS, running with Tomcat 105, 108
databases Informix database, preparing to install 42
installing tips 30 installation directories 112
pre-creating 32, 36, 40 installation log files 144
DB2 database installation roadmap 22
32KB tablespace 40 installation worksheet
pre-create 40 all features 76
preparing the environment 37 Approval Server 84
tablespaces 37 AR System server 77
DB2CODEPAGE and Unicode 127 Assignment Engine 84
default installation directories 112 BMC Remedy Developer Studio 91
default port numbers 55 BMC Remedy Mid Tier 88
documentation, AR System 10 BMC Remedy User 90
Email Engine 85
Flashboards 87
E installation, silent 121
Email Engine installer, running 94
installation worksheet 85 installing multiple instances 50
post-installation procedures 98 ISAPI filter 108
pre-installation procedures 64
stopping and starting 98
upgrading 66
J
encrypting passwords 146 Java SDK, troubleshooting 107
JRE, 32-bit 26
JSP engine, deciding which to use 69
F
file locations
Approval Server 116
L
AR System 113, 115 LANG
clients 119 DB2 38
mid tier 118 Informix 42
Flashboards Oracle 33
installation worksheet 87 Sybase 35
post-installation procedures 100 LD_LIBRARY_PATH variable 51
pre-installation procedures 68 lengths of character sets 130
FTS. See Full Text Search libdb2.so 38
Full Text Search Linux, changing the group ID value 108
installing on UNIX and Linux 140 listener, Oracle 34
installing on Windows 138 load balancer and mid tier 102
preparing to install 61 log files, install and uninstall 144

M post-installation procedures
Approval Server 97
mailboxes, UNIX 67 AR System server 96
Maintenance Tool 143 BMC Remedy Mid Tier 102
MAPI Email Engine 98
changing after installation 99 Flashboards 100
mail protocols 64 stopping and starting Email Engine 98
MBOX mail protocols 64 upgrades 96
memory growth, increasing default (HP-UX) 97 pre-created database
Microsoft SQL Server. See SQL Server DB2 40
mid tier. See BMC Remedy Mid Tier SQL 32
minimal setup 48 Sybase 36
minimum configuration 16 pre-installation procedures
mode, authentication 31 Approval Server 63
multiple instances 50 AR System server 49
Assignment Engine 63
BMC Remedy Alert 73
N BMC Remedy Developer Studio 72
naming server 55 BMC Remedy Mid Tier 69
NLS_LANG and Unicode 127 BMC Remedy User 73
non-root installation Email Engine 64
Email Engine (UNIX) 68 Flashboards 68
server (UNIX) 51 non-root user issues 68
UNIX 50
preparing
O DB2 database 37
Informix database 42
options.txt 121
Oracle database 33
Oracle database
SQL Server database 31
AIX and 50
Sybase database 35
listener 34
product support 3
preparing 33
proxy server and mid tier 102
overwrite installation option 57
P R
Redirector and uninstallation 110
password
registering with portmapper 53
changing mid tier configuration password 107
requirements
configuring 107
components for mid tier 70
encryption 146
hardware 23
patches for mid tier 70
software 25
performance, improving 30
system 10
platforms, 64-bit 26
reserved port numbers 54
Plug-in server
roadmap, installation 22
armonitor and 97
running Flashboards server (UNIX) 100
preventing Approval Server startup 98
running the installer 94
plug-ins
ARDBC installation option 60
AREA installation option 60
installation options 60
S
port numbers 53, 54 sample
portmapper, registering server with 53 configurations 16
flashboards 100
Index 149
script, arsystem 96, 126 Tomcat

SDK, troubleshooting 107 running is IIS 105, 108
SearchServer running on UNIX 108
installing on UNIX and Linux 140 uninstallation and 110
installing on Windows 138 transactions and users, increasing for UNIX 51
serialized data and Unicode 128 troubleshooting
server alias 55 Java SDK 107
server file locations (Windows) 113 web services errors 60
server groups
installation option 57
upgrading 58 U
server operating system platforms 26 Unicode
ServletExec, disabling after upgrade 106 AR System components and 132
setup, minimum versus custom 48 compatibility 130
silent installer 121 DB2CODEPAGE 127
Simple Network Management Protocol (SNMP). See installing 126
SNMP NLS_LANG 127
SNMP non-Unicode and 131
agent overview 61 serialized data and 128
installation option 61 upgrading 126
software requirements 25 uninstallation log files 144
SQL Server database uninstaller, silent 123
pre-create 32 uninstalling existing clients 73
preparing 31 uninstalling features 109
SSL for Email Engine 64 UNIX
starting and stopping AR System server, file locations 115, 118
manually 96 mailbox, setting up 67
starting and stopping Flashboards server, non-root installation of Email Engine 68
manually 100 preinstallation considerations 50
support, customer 3 preparing to run installer 47
Sybase database Tomcat and 108
pre-create 36 upgrading
preparing the environment 35 Email Engine 66
system requirements 10 post-installation procedures 96
upgrade installation option 56
T user configuration directory 73
users and transactions, increasing for UNIX 51
tablespaces
32KB on DB2 40
DB2 database 37 W
Oracle, setting up existing 34 web configuration 18
TCP/IP setup web services, troubleshooting installation 60
DB2 38 Windows
Informix 42 authentication and SQL 31
Oracle 33 client file locations 119
SQL 31 file locations 118
Sybase 35 preparing to run installer 46
technical support 3 server file locations 113
Terminal Services 46 worksheet, installation
tnsnames.ora 34 all features 76
Approval Server 84
AR System server 77

worksheet, installation (continued)

Assignment Engine 84
BMC Remedy Developer Studio 91
BMC Remedy Mid Tier 88
BMC Remedy User 90
Email Engine 85
Flashboards 87
X
XWindows installer 47
Index 151

Third-party product terms
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---- Part 6: Cisco/BUPTNIC copyright notice (BSD) -----
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====================================================================
This product includes cryptographic software written by Eric Young (eay@cryptsoft.com). This product includes software written
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BMC Remedy Action Request System 7.5.

© Copyright 1991–2009 BMC Software, Inc.

Restricted rights legend

Support by telephone or email

Before contacting BMC Software

Chapter 1 Planning an AR System installation 13

Chapter 2 Roadmap and requirements 21

Chapter 3 Preparing your database 29

Chapter 5 Installation worksheets 75

Chapter 6 Running the installers 93

Chapter 7 Post-installation procedures 95

Chapter 8 Uninstalling AR System features and clients 109

Appendix A Locating AR System files and forms 111

Appendix B Using the silent installer 121

Appendix D Installing Full Text Search 137

Appendix E Using the AR System Maintenance Tool 143

This guide provides general information and step-by-step instructions for

Obtaining system requirements and software

AR System software is available by HTTP download or on DVD. If you download

Title Description Audience

Title Description Audience

Title Description Audience

Chapter 1 Planning an AR System installation 13

Chapter 1 Planning an AR System installation 15

BMC Remedy Data Import

BMC Remedy Alert

BMC Remedy Alert can be installed on Windows only.

Configuring with minimum requirements

Figure 1-1: Minimum configuration for AR System

BMC Remedy User

Extending configuration to multiple servers

Chapter 1 Planning an AR System installation 17

Figure 1-2: Extended configuration for AR System

BMC Remedy User

BMC Remedy Alert

Extending configuration to the Web

Figure 1-3: Typical web configuration for AR System

BMC Remedy User Web browsers

BMC Remedy Alert

Extending configuration to include email access

Chapter 1 Planning an AR System installation 19

2 Roadmap and requirements

Chapter 2 Roadmap and requirements 21

Step 1 Choose a configuration. (See page 13.)

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

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

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

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

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

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

Important documents to review

The following requirements do not include database minimum requirements,

AR System server and BMC Remedy Mid Tier hardware requirements

Chapter 2 Roadmap and requirements 23

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

Combined AR System and mid tier requirements

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

Client tool requirements

AR System application hardware requirements

Table 2-3: AR System application hardware requirements

Chapter 2 Roadmap and requirements 25

Server operating system platforms

32-bit Java requirement