71 Release Notes

BMC Remedy Action Request System 7.1.
00
Release Notes with Open Issues
August 2007
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Have the following information available so that Customer Support can begin working on your issue immediately:
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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
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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
Contents
Chapter 1 Important information about AR System 9 10 12 13 13 15 16 16 17 17 18 18 19 19 19 19 19 19 20 20 20 20 21 21 21 21 21 22 23 24 24 24 24 24 25
5
Whats new in AR System 7.1.00 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Compatibility information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operational guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing the sample application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 2 Internationalization issues
Languages and character-set encodings supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . Non-Unicode AR System servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Unicode AR System servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Localized forms included . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AR System installed in an international environmentOracle on UNIX only . . . . . Default font settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . European language issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Euro symbol and Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Database compatibility issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Product compatibility matrixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Japanese language issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Compatibility issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Input method editor (IME). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Issues with Unicode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Corrupting views while adding fields to another view. . . . . . . . . . . . . . . . . . . . . . Saving views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating and editing localized views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Double-byte issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Install directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Entering URLs containing non-alphanumeric characters . . . . . . . . . . . . . . . . . . . . Support of Unicode with multiple languages on shared database. . . . . . . . . . . . . . . . Chapter 3 Before you install
Issues to consider before installing AR System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading your server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Required passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading to a Unicode AR System server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Compatibility issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Database issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Mid tier issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Allowing pop-up windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Apache web server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 UNIX onlyClients connecting to server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Keeping settings from pre-6.3 BMC Remedy User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Updating web views from previous versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Web Reporting: BusinessObjects Enterprise XI and Crystal Reports Server . . . . . . . . 28 Installing BusinessObjects Enterprise XI (BOXI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Running Crystal reports on Windows 2003 with IIS 6.0 with ServletExec . . . . . . 29 Appendix A New features in AR System 7.1.00 31
Enterprise features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Customer-driven license enforcement system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Server security attack prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Mid-tier security attack prevention for Tomcat installations . . . . . . . . . . . . . . . . . 34 Forcing and allowing password changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Web client IP address logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Multiple escalation pools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Safari browser support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 BMC Remedy Mid Tier performance (persistent cache) . . . . . . . . . . . . . . . . . . . . . 36 Prefetching specified forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Web services enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 HTTP tracing in the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Broadened operating system support for Full Text Search on UNIX and Linux . 39 Server features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Java plug-in server and plug-in API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Updated AR System Java API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Filter error handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Multiple Field API Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Store database views with schema definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Service workflow condition and active link action. . . . . . . . . . . . . . . . . . . . . . . . . . 41 Disable status history recording and retrieval. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Simplified System Form Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 IBM DB2 9.1 support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 HP-UX 11i v3 support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Novell SuSE Enterprise Linux support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Red Hat Enterprise Linux 5 AS/ES support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Enhanced support for Mozilla Firefox 2.0 support . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Enhanced support for Microsoft Internet Explorer 7.0 support . . . . . . . . . . . . . . . 46 Client features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 BMC Remedy AR System Administration Console . . . . . . . . . . . . . . . . . . . . . . . . . 46 Data visualization field updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Results color in tree fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Page holder enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Ability to change labels for navigation bars. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Locale-aware table fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Customizable background color on rows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Table refresh on interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Automatic maximizing of windows on target location for web clients. . . . . . . . . 53
6 Release Notes with Open Issues
Usability features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Displaying version information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pop-up blockers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Wait cursor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Context (right-click) menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Rounded corner option for trim boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Remedy Migrator features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Enhancements to Differences report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Enhancements to Results report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Ignore Prefix option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Packaged view migrations (ability to migrate a specific view and its fields). . . . Option to keep or delete dependency and database files . . . . . . . . . . . . . . . . . . . . Minor miscellaneous changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix B Open issues
53 53 54 54 54 54 55 55 55 56 56 56 57 59 60 60 63 65 66 67 67 68 68 68 69 70 70 71 71 73 73 76 77 77
Installation and upgrade issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AR System server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Approval Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Email Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Flashboards server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Windows clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AR System issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AR System server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Java plug-in server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Windows clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Internationalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mid tier issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Email Engine issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Flashboards issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Chapter
Important information about AR System

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 particular operating system, especially the necessary patch requirements. These release notes provide information you need if you are installing and using BMC Remedy Action Request System (AR System) 7.1.00. Read these release notes before installing the software and before contacting BMC Remedy Customer Support to report a defect. For earlier versions of release notes, go to the BMC Remedy Customer Support home page (http://www.bmc.com/support_home.). The following topics are provided: Whats new in AR System 7.1.00 (page 10) Compatibility information (page 12) Operational guidelines (page 13) Accessing the sample application (page 13)
Chapter 1
Important information about AR System
BMC Remedy Action Request System 7.1.00
Whats new in AR System 7.1.00

The following features were added in AR System 7.1.00. (This version also consists of defects fixed since 7.1.00 and includes all patches in the AR System code line up to the present time.)
NOTE
For detailed descriptions of these features, see Appendix A, New features in AR System 7.1.00, in the English version of the release notes at http:// www.bmc.com/support_home.
Enterprise features
Customer-driven license enforcement systemLicense keys are no longer used to enforce limits for any license types except server licenses. Customers must self-enforce limits for all other AR System and application license types. Server security attack preventionThe Security Attacks and AR System white paper explains the types of attacks that are prevented with AR System 7.1.00. Mid-tier security attack prevention for Tomcat installationsIf you install the default Tomcat JSP and servlet engine with BMC Remedy Mid Tier, the installation script performs several clean-up tasks that remove all extraneous services and make the Tomcat installation more secure. Forcing and allowing password changesTo manage users passwords, administrators can allow users to change their passwords on their own, and they can force users to change their passwords. Web client IP address loggingThe IP addresses of users are now retained in the user log (at the INFO log level). Multiple escalation poolsAdministrators can better control the execution of escalations by assigning them to pools so the server can execute two or more escalations in parallel. Safari browser supportThe mid tier now supports the Safari browser on the Macintosh platform. This requires Mac OS X 10.5 and Safari 3.0. BMC Remedy Mid Tier performance (persistent cache)Forms currently cached in memory can now be serialized to a file, which enables these forms to be read back into memory when the application server hosting the mid tier application is restarted (after a normal shutdown). Persistent cache does not work after an application server crash. Prefetching specified formsAdministrators can select forms to be preloaded into the systems memory (prefetched) so that they can be loaded faster when they are opened in a browser. Web services enhancementsThe Role, Group, and User Web services were added to the basic installation, so that administrators can easily access key operations.
10
Whats new in AR System 7.1.00
HTTP tracing in the mid tier Broadened operating system support for Full Text Search on UNIX and Linux
Server features
Java plug-in server and plug-in API Updated AR System Java API Filter error handlingWorkflow can now include error handling filters that are executed when an error occurs during filter execution. MultipleField API functionsCreate and update multiple fields with one call Store database views with schema definitionsPrevents the deletion of the wrong view when schemas (forms) are removed and renamed; prevents the accumulation of abandoned views. Service workflow condition and active link actionThe Service active link action and workflow condition enable workflow execution without creating or updating any request. Disable status history recording and retrievalRegular forms have a property that disables the server maintenance of status history. Simplified System Form HandlingThe AR System server uses a new mechanism to create and maintain essential system forms and create other standard forms. IBM DB2 9.1 support HP-UX 11i v3 support Novell SuSE Enterprise Linux 10 support Red Hat Enterprise Linux 5 AS/ES support Enhanced support for Mozilla Firefox 2.0 support Enhanced support for Microsoft Internet Explorer 7.0 support
Client features
BMC Remedy AR System Administration ConsoleThe following windows were available in previous versions of BMC Remedy Administrator and are now unavailable: Server Information (choose File > Server Information) Manage User Licenses (choose File > Licenses > Manage User Licenses) Add/Remove Licenses (choose File > Licenses > Add/Remove Licenses) The information that was in these windows is found in the BMC Remedy AR System Administration Console, the recommended tool for configuring servers and licenses. You can open the console in BMC Remedy User or a browser. Data visualization field updates
Chapter 1 Important information about AR System
11
Results color in tree fields Page holder enhancements Ability to change labels for navigation bars Locale-aware table fieldsTable fields can be refreshed with specific locale information with the Use Locale option in the Field Properties dialog box. Customizable background color on rows Table refresh on intervalFor all tables (including results lists) in forms on the Web, users can set the interval at which a table is automatically refreshed. Automatic maximizing of windows on target location for web clients Rounded corner option for trim boxes
Usability features
Displaying version information Pop-up blockers Wait cursor Context (right-click) menusContext menus are incorporated for table fields and attachment pool fields only on the Web.
BMC Remedy Migrator features

Enhancements to Differences report Enhancements to Results report Ignore Prefix optionEnables administrators to instruct Migrator to bypass workflow objects that begin with specific prefixes during a direct or scripted migration. Packaged view migrations (ability to migrate a specific view and its fields) Option to keep or delete dependency and database files
Compatibility information
Compatibility matrices for BMC Remedy products, which identify the hardware and software requirements for installing this release, are available in the Software pages of the Customer Support website at http://www.bmc.com/support_home. To access the Customer Support website, you must have a support contract. Check the web sites of the suppliers of the platforms in use at your site to verify they are still supported. BMC does not support platforms that the vendor no longer supports. The latest, most accurate product compatibility information is always documented in the compatibility matrix. Carefully read the system requirements for your particular operating system, especially the necessary patch requirements.
12
Operational guidelines
Operational guidelines
To install, use, and troubleshoot AR System software
1 Read these release notes in their entirety to make sure you have complied with all
system requirements and you understand any dependencies for AR System.

2 Read the Installing guide before installing AR System. 3 Install the product according to the directions in the Installing guide. 4 Install patches.
Check the Customer Support web site (http://www.bmc.com/support_home) for updated information on software patches.
5 If a problem occurs while installing or operating AR System, follow these steps: a See these Release Notes to determine whether the problem you are experiencing
is an open issue with a known resolution or workaround.

b See your documentation to make sure you are following recommended
procedures.
c For troubleshooting information, see the following documentation:
The appropriate knowledge base on the Customer Support web site at http:/
/www.bmc.com/support_home
The Error Messages guide The BMC Remedy Error Messages form provided with your server for message descriptions. For information about how to install the form, see the Error Messages guide.
d If you cannot find a solution or feel the problem is one that should be reported
to BMC for action, contact Customer Support through one of the methods described in Customer Support on page 3
Accessing the sample application

To access the sample application, open it through the Home Page. The sample application appears in the left pane. On the Web, access the home page with the following URL:
http://<server_name>/arsys/home
Chapter 1 Important information about AR System
13
14
Chapter
Internationalization issues
This chapter discusses issues for international users. The following topics are provided: Languages and character-set encodings supported (page 16) Localized forms included (page 17) AR System installed in an international environmentOracle on UNIX only (page 18) Default font settings (page 18) European language issues (page 19) Japanese language issues (page 19) Issues with Unicode (page 20) Double-byte issues (page 21) Support of Unicode with multiple languages on shared database (page 22)
IMPORTANT
Review the BMC Remedy Action Request System 7.0 Release Notes for complete details regarding internationalization issues for the 7.0 product.
Chapter 2
15
Languages and character-set encodings supported

AR System 7.1.00 supports data input and manipulation in the following languages and character-set encodings: Western EuropeDanish, Dutch, English, Finnish, French, German, Icelandic, Italian, Norwegian, Portuguese, Spanish, and Swedish (Windows-1252) Central EuropeAlbanian, Croatian, Czech, Hungarian, Polish, Romanian, Serbian, Slovak, and Slovenian (Windows-1250) CyrillicEastern European (Russian, Ukrainian, Belarusian, Bulgarian, Serbian, and Macedonian), Mongolian, and some Central Asian (Kazakh, Kyrgyz, Tatar, Uzbek [Windows-1251]) BalticEstonian, Greenlandic, Lappish, Latvian, and Lithuanian (Windows1257) Traditional Chinese (Big5) Simplified Chinese (GB2312) Japanese (Shift-JIS and EUC-JP) Korean (EUC-KR) Unicode (UTF-8)
NOTE
Unicode (UTF-8) is a superset of the other character sets supported by AR System 7.1.00.
NOTE
On Japanese operating systems, AR System 7.0 (and later) supports JIS X 0201-1976 and JIS X 0208-1978 Shift-JIS character sets. However, due to a non-BMC-Remedy limitation, some Japanese characters are not supported in web browsers. (See http://www.w3.org/TR/japanese-xml/#ambiguity_of_yen for conversion problems from Shift-JIS to Unicode.) For Kanji, JIS Level 1 and Level 2 are supported. Gaiji (extended characters) is not supported; if used, data can display incorrectly or be corrupted. On Japanese UNIX servers, AR System 7.0 only supports the EUC character set.
Non-Unicode AR System servers

A non-Unicode AR System server will support mixed-language environments if the languages belong to the same character set and the AR System server is running on a localized operating system with a localized version of the database; otherwise, characters might not be properly handled and displayed.
16
Localized forms included
For example, the following combinations are supported since the languages belong to the same language group: Czech and Polish clients on a server set to Hungarian French, German, and English clients on a server set to German Although languages from the same language group can be mixed, for some advanced locale-specific operations involving sorting date and time format, the language version of the server operating system and database must match that of the client to ensure optimal performance.
Unicode AR System servers

Because the Unicode character set is a superset of all the other character sets that AR System supports, a Unicode AR System server will support combining languages from different language groups. For example, a Unicode AR System server will allow you to mix the following languages: Spanish and Japanese Estonian and Croatian French and Polish Simplified Chinese and Traditional Chinese
Localized forms included

The language version of the forms and data installed with the AR System server is relative to the language selected for the installation. With AR System 7.1.00, the following forms are localized in French, German, Italian, Spanish, Russian, Japanese, Korean, and Simplified Chinese: Group User Alert List AR System User Central File AR System User Preference Home Page Report ReportCreator ReportSelection ReportType Business Segment- Entity Association Business Time Holidays Business Time Segment Business Time Workdays ReportToFile AP:Admin-DeleteVerify AP:Alternate AP:Dtl-Sig-MoreInfoDialog AP:More Information Approval Central
Chapter 2
17
If you install the AR System server on an operating system set up for French, German, Italian, or Spanish, the forms previously listed will contain views in these languages as well as English. For example, if you install the AR System server on an Italian operating system, these forms will contain views in English, French, German, Italian, and Spanish. The data installed will be the Italian data (if you chose that languages pack). All other language versions will also be installed on your local drive and can be imported using BMC Remedy Administrator and BMC Remedy Import. If you install the AR System server on a Japanese operating system, the forms just listed will contain views in English and in Japanese. The data installed by default will be in Japanese. Only English and Japanese definitions and data will be installed on your local drive and can be imported using BMC Remedy Administrator and BMC Remedy Import.
AR System installed in an international environmentOracle on UNIX only

You must create a database with a character set that is capable of storing your data. Also, set up the database NLS parameter correctly to support the database NLS functionality. The AR System will not take care of these database NLS setup issues. The user must check the following language environments prior to installation:
LANG NLS_LANG (Oracle
only)
The current value of LANG can be determined by issuing the locale command. The values to those parameters vary between platforms. Refer to the appropriate manual of the operating system and database; otherwise the user will experience the wrong character set conversion in forms and data. In addition, you will not be able to import data properly.
Default font settings

All default fonts should be set to the appropriate locales fonts. If display problems occur, select a different font in BMC Remedy Administrator on the Form Fonts tab by choosing File > Preferences. For example, if you are creating a Japanese view in BMC Remedy Administrator, check the default font used, so that all of the user interface appearing on the form will be displayed correctly. The preference is stored in the ar.ini file. In BMC Remedy User, fonts are already set.
18
European language issues
European language issues

The following sections discuss various issues with European languages.
Euro symbol and Oracle

To save, use, and display the Euro symbol when you are using an Oracle database, make sure that you use the WE8MSWIN1252 character set for the instance where you want to install AR System, even on UNIX, unless you are using a Unicode database. For more information, see the article at http://www.remedy.com/customers/dht/ archive/05-12-2003.htm.
Database compatibility issues

Some Latin sorting with the Oracle database differs from that of the MS SQL Server database. Letters are sorted before numbers. Also, in most cases, ss should come before in a German sort order; with the Oracle database, the sorts before ss.
Product compatibility matrixes

The AR System products have been installed and tested on combinations of computer platforms, operating systems, and database software. You can obtain the most current version of the compatibility matrix from the Customer Support website at http://www.bmc.com/support_home. The latest, most accurate product compatibility information is always documented in the compatibility matrix.
Japanese language issues

The following sections discuss various issues with the Japanese language.
Compatibility issues
The Japanese Emperor calendar is not supported. Certain configurations of Sendmail for UNIX support Hankaku (single-byte) Katakana. Refer to your Sendmail manual to find out if you can use Hankaku Katakana by changing your configuration.
Chapter 2
19
Input method editor (IME)

An input method editor (IME) program converts keystrokes and ideographs or other characters, usually by using a user-guided dictionary. AR System 7.x uses intelligent IME switching. AR System turns off IME automatically when the user must enter numeric or alphabetic data. When using the IME, remember the following rules: IME is turned off in numeric fields (integer, decimal, real). IME is turned off when the cursor is on a character field whose pattern is digit, alphabet, and alphanumeric. IME will be on or off depending on the global state. IME is not forced to be in double-byte mode if its last state is single-byte mode.
Issues with Unicode

The section outlines some known issues that exist with Unicode.
Corrupting views while adding fields to another view

On a Unicode 7.x AR System server, if you have multiple localized views of a form that use incompatible character sets, it is possible to add fields to one view and corrupt the remaining views if you have your BMC Remedy Administrator preferences set to add new fields to all views automatically. To prevent this from happening, you clear the check boxes in the Add New group on the Form tab in the Preferences dialog box in BMC Remedy Administrator.
To clear the check boxes in the Add New group

1 Open BMC Remedy Administrator and choose File > Preferences. 2 In the Preferences dialog box, click the Form tab. 3 Clear all the check boxes in the Add New group box. 4 Click Apply and then click OK.
Saving views
If you use BMC Remedy Administrator to edit views on a Unicode 7.x AR System server, only the view currently displayed will be saved when you click Save. This behavior is different than connecting to a non-Unicode server, where you could edit several views associated with a single form, click Save, and expect all the views you edited to be saved. If you choose Forms > Managing Views > Copy to copy a view, the view will not be saved unless you display the view and then save it while it is being displayed.
20
Double-byte issues
Creating and editing localized views

If your Unicode AR System server is to support views in multiple languages, you should use BMC Remedy Administrator on the localized operating system to create your forms, fields, and workflow. Names of forms and fields must be visible in the BMC Remedy Administrator tool you are using against your Unicode server. Limiting your forms, fields, and workflow to English (US-ASCII English) ensures this because all English characters are visible in other languages. To avoid character corruption, you must develop language-specific views on a localized version of the operating system. For example, if you intend to develop or localize to Japanese, you would need to run BMC Remedy Administrator on a Japanese version of Windows.
Double-byte issues
With an Oracle database, double-byte numeric characters at the beginning of field and form names generate the following warning message:
ARERR69SQLView is not created correctly.
Workaround: Do not use double-byte numeric characters at the beginning of fields, form names, or in AR System server object names.
Passwords
You cannot use double-byte characters for passwords in all AR System clients.
Install directory
Double-byte characters do not work in the path name for mid tier installation. Workaround: Do not use double-byte characters for the mid tier installation path name.
Entering URLs containing non-alphanumeric characters

When entering URLs to access forms in the mid tier, any non-alphanumeric characters (including non-ASCII and double-byte characters) need to be URL encoded in UTF-8 Unicode. You can use ARURLEncoder utility to help encode parts of any URL. For more information, see the Installing and Administering BMC Remedy Mid Tier guide.
Chapter 2
21
Support of Unicode with multiple languages on shared database

To use AR System with the Unicode Database Option to support multiple languages using a shared database, you must install an English version of AR System server before you install multi-language AR System servers. The reason you must install the English version first is because of the system forms that are auto-generated by the AR System server the first time it starts. Fields on these forms must be in a character set that can be understood by all languages. If the system forms are not loaded into the AR System server, the server does not work properly. 7-bit ASCII, the English version, is included in all languages. As a result, users must install the English server first.
22
Chapter
Before you install
This chapter describes information that you should know and procedures you should perform before you install AR System. The following topics are provided: Issues to consider before installing AR System (page 24) Mid tier issues (page 26) UNIX onlyClients connecting to server (page 26) Keeping settings from pre-6.3 BMC Remedy User (page 27) Updating web views from previous versions (page 27) Web Reporting: BusinessObjects Enterprise XI and Crystal Reports Server (page 28)
Chapter 3
Before you install
23
Issues to consider before installing AR System

Read through the following items carefully before installing AR System.
Upgrading your server

Prior to upgrading your AR System server, make sure that both Server and Applications statistics are turned off. Having statistics turned on could severely affect performance.
Required passwords
IMPORTANT
Since the release of AR System 7.0.00, the AR System server requires a local DSO, Application Services, and Mid Tier Administration password. 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. You can change server passwords with the AR System Administration: Server Information form of the BMC Remedy AR System Administration Console, which you can access from a browser or BMC Remedy User. If you plan to use AR System server 7.1.00 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), you must set the administrator password for that 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. To change the Email Engines password, updated the EmailDaemon.properties file as described in the Administering BMC Remedy Email Engine guide.
Upgrading to a Unicode AR System server

If you want to upgrade your non-Unicode AR System server to Unicode directly, the installer will not allow it. You must export your non-Unicode AR System data, upgrade your AR System server software, and then import your AR System data into your upgraded AR System database. See the Installing guide for more information.
Compatibility issues
The latest, most accurate product compatibility information is always documented in the compatibility matrix, which is located on the Customer Support web site at http://www.bmc.com/support_home.
24
Issues to consider before installing AR System
Remedy Developer Plus

With AR System 6.3 or later, you must use Remedy Developer Plus with patch 1492.
Using AR System 6.3 and 7.0.01 server patches with 7.1.00 mid tier
You can run the 7.1.00 mid tier with 6.3 and 7.0.01 servers. But to allow the 7.1.00 mid tier to work properly, you must install the latest patches for the 6.3 servers. Do not use the 7.1.00 mid tier with an unpatched 6.3 server.
WARNING
Do not install these patches initially on servers in a production environment. These patches should only be installed first on servers in a test or development environment, and only then moved to your production environment.
Database issues
You should be aware of the following database issues before you install the 7.1.00 AR System server.
Modify paths during Oracle installation

During the AR System server installation, you must enter the path to the ORACLE_HOME directory (the directory that contains the Oracle database/server files). If the Oracle database/server in that ORACLE_HOME directory is a 64-bit database, modify the library paths as follows:
UNIX platform Modified path Solaris HP-UX AIX
LD_LIBRARY_PATH = $ORACLE_HOME/lib32 SHLIB_PATH = $ORACLE_HOME/lib32 LIBPATH = $ORACLE_HOME/lib32
Installing the AR System on Oracle RAC option

When the AR System installer asks for the Oracle data tablespace and temporary tablespace files, do not give the file names. You must create disk groups within the Oracle RAC environment before you install AR System. Then, use those disk group names instead of the file names.
Chapter 3
Before you install
25
Mid tier issues

This section describes problems you might encounter with the AR System 7.1.00 mid tier.
Allowing pop-up windows

For the mid tier to open windows properly, you must configure your web browser or pop-up window-blocking software to allow pop-up windows originating from the web servers address. A warning message from the AR System mid tier is displayed if pop-up blockers are not allowed.
Apache web server configuration

To use the Apache webserver with the mid tier on a Solaris system, Dynamic Shared Object (DSO) must be enabled on the Apache web server. When DSO is enabled, your Apache installation contains the file mod_so.c. You must also ensure that the syntax used to configure DSO in the httpd.conf file is correct. To verify that DSO is enabled, at the command prompt, enter:
<Apache_Install_Dir>/bin/httpd -l
The system should respond with:

Compiled-in modules: http_core.c mod_so.c
If DSO is not enabled, you must follow the Apache installation procedures to enable it. For Apache 1.3x instructions, go to http://httpd.apache.org/docs/
install.html.
For Apache 2.x instructions, go to http://httpd.apache.org/docs-2.0/en/

install.html.
UNIX onlyClients connecting to server

You might encounter the following error message when your AR System client tries to connect to the AR System server:
MessageType: 2 MessageNum: 90 MessageText: Cannot open catalog; Message number = 90 AppendedText: localhost (0) : RPC: Program not registered
This error typically occurs if you designated an RPC port of zero (0).
26
Keeping settings from pre-6.3 BMC Remedy User
Workaround: Make sure that the localhost line is above the hostname line in the /etc/hosts file. For example, make sure the contents of the /etc/hosts file resemble the following text:
<host name>:/artest> cat /etc/hosts ## Configured using SAM by root on Wed Nov 19 12:20:16 2005 # @(#)B.11.11_LRhosts $Revision: 1.9.214.1 $ $Date: 96/10/08 13:20:0 # # The form for each entry is: # <internet address> <official hostname> <aliases> # # For example: # 192.1.2.34 hpfcrm loghost # # See the hosts(4) manual page for more information. # Note: The entries cannot be preceded by a space. # The format described in this file is the correct format. # The original Berkeley manual page contains an error in # the format description. # 127.0.0.1 10.40.232.27 localhost <host_name> loopback
Keeping settings from pre-6.3 BMC Remedy User

Although upgrading BMC Remedy User is not supported, you can keep your old settings from pre-6.3 versions of the tool.
To keep your server lists, saved searches, and reports

1 Do not uninstall the pre-6.3 BMC Remedy User. 2 Install the new BMC Remedy User tool into a different directory from your pre-6.3
tool.
3 Uninstall the pre-6.3 BMC Remedy User.
The current BMC Remedy User installer will copy your settings from the old pre6.3 directory to the new directory. This way you can keep your server lists, saved searches, and reports.
Updating web views from previous versions

Version 7.0 and later does not include web views of system forms (such as User, Group, reporting, user preferences, so on). When you upgrade from 6.3 to 7.0 or later, the installer does not remove your web views. Instead, it removes the fields from the web view, leaving a view with no fields in it.
Chapter 3
Before you install
27
If you did not select the Mid Tier configuration setting Use Standard/Windows Views, you will see an empty web view of these system forms. The Report Creator, Report Selection, and User Preferences forms will include a copy of Windows view in web view, but if you use any other system forms, take one of the following actions: Delete the Empty web view, and use the Standard view. or Create a web view for those system forms (copy the Standard View to Web View).
Web Reporting: BusinessObjects Enterprise XI and Crystal Reports Server

To view Crystal reports that will be viewed on the web (through the BMC Remedy Mid Tier), you must install BusinessObjects software on a Windows server. The following versions are supported: BusinessObjects Enterprise XI Crystal Reports Server XI Crystal Reports Server 10 These products must be installed on Windows because the AR ODBC driver is available only for Windows platforms. If you use the UNIX Web Connector component that comes with Crystal Reports Server 10, you can connect a UNIX mid tier with Crystal Reports Server 10 running on Windows. For more information, see the Installing and Administering BMC Remedy Mid Tier guide.
NOTE
If you are using a 7.0 or later mid tier against a 6.3 AR System server, use Crystal Reports Server 10.
Installing BusinessObjects Enterprise XI (BOXI)

If you are installing BOXI on a Windows 2003 server that is using Service Pack 1, check the BusinessObjects Support web site (http:// support.businessobjects.com/library/kbase/articles/c2017924.asp) for important information. If you try the BusinessObjects workarounds for Windows 2003 and you still have problems successfully installing BOXI, you can disable the new Data Execution Protection (DEP) before you install BOXI.
28
Web Reporting: BusinessObjects Enterprise XI and Crystal Reports Server
To disable the DEP

1 Open the server boot.ini file in a text editor. 2 Set the noexecute option to off:
noexecute=AlwaysOff
3 Reboot the server. 4 Install BOXI.
Running Crystal reports on Windows 2003 with IIS 6.0 with ServletExec
If you run Crystal reports on Windows 2003 with IIS 6.0 with ServletExec, and you encounter a Failed to open print engine error message, you can work around this problem by running the WWW service in IIS 5.0 Isolation mode. The IIS 5.0 Isolation mode allows you to run applications in IIS 6.0 that were developed for earlier versions of IIS.
To run WWW service in IIS 5.0 isolation mode

1 Launch Internet Services Manager. 2 Right-click on the Web Sites container, and select Properties from the menu that
appears.
3 Click the Service tab. 4 Select the Run WWW service in IIS 5.0 isolation mode check box. 5 Restart IIS.
Chapter 3
Before you install
29
30
Appendix
New features in AR System 7.1.00

This chapter provides an overview of the features that were added in AR System 7.1.00. The following topics are provided: Enterprise features Customer-driven license enforcement system (page 33) Server security attack prevention (page 33) Mid-tier security attack prevention for Tomcat installations (page 34) Forcing and allowing password changes (page 35) Web client IP address logging (page 35) Multiple escalation pools (page 36) Safari browser support (page 36) BMC Remedy Mid Tier performance (persistent cache) (page 36) Prefetching specified forms (page 37) Web services enhancements (page 38) HTTP tracing in the mid tier (page 39) Broadened operating system support for Full Text Search on UNIX and Linux (page 39) Server features Java plug-in server and plug-in API (page 39) Updated AR System Java API (page 40) Filter error handling (page 40) Multiple Field API Calls (page 40) Store database views with schema definitions (page 41) Service workflow condition and active link action (page 41) Disable status history recording and retrieval (page 41)
Appendix A New features in AR System 7.1.00 31
Simplified System Form Handling (page 44) IBM DB2 9.1 support (page 45) HP-UX 11i v3 support (page 45) Novell SuSE Enterprise Linux support (page 45) Red Hat Enterprise Linux 5 AS/ES support (page 45) Enhanced support for Mozilla Firefox 2.0 support (page 46) Enhanced support for Microsoft Internet Explorer 7.0 support (page 46) Client features BMC Remedy AR System Administration Console (page 46) Data visualization field updates (page 48) Results color in tree fields (page 51) Page holder enhancements (page 52) Ability to change labels for navigation bars (page 52) Locale-aware table fields (page 52) Customizable background color on rows (page 52) Table refresh on interval (page 52) Automatic maximizing of windows on target location for web clients (page 53) Usability features Displaying version information (page 53) Pop-up blockers (page 54) Wait cursor (page 54) Context (right-click) menus (page 54) Rounded corner option for trim boxes (page 54) BMC Remedy Migrator features Enhancements to Differences report (page 55) Enhancements to Results report (page 55) Ignore Prefix option (page 56) Packaged view migrations (ability to migrate a specific view and its fields) (page 56) Option to keep or delete dependency and database files (page 56) Minor miscellaneous changes (page 57)
32
Enterprise features
Enterprise features
Customer-driven license enforcement system
Unlike previous versions, AR System 7.1.00 does not use license keys to enforce limits for any license types except AR Server licenses. Instead, customers must selfenforce limits for all other AR System and application license types, such as AR User Fixed, BMC Remedy AR FTS Fixed, BMC:Asset Mgmt Application, and BMC:Change Mgmt User Floating. Regardless of the type or number of licenses purchased by a customer, AR System 7.1.00 administrators can add an unlimited number of most licenses to their systems through the Add or Remove Licenses link in the AR System Administration Console. Using this link, administrators can also modify and remove licenses whenever necessary. This enables them to meet users AR System licensing needs immediately without waiting for BMC Software to provide a key.
NOTE
In AR System 7.1.00, license information is not stored in a license (.lic) file. Instead, it is stored in the AR System database. Customers who upgrade to AR System 7.1.00, however, can import data from their existing .lic files into their 7.1.00 systems so that they do not have to reenter the data manually.
IMPORTANT
If you upgrade to AR System 7.1.00 from a pre-6.0 release, you need to get a new AR System server license key from BMC. For more information, see the Configuring guide.
multilicense.lic file
In AR System 7.1.00, the multilicense.lic file is obsolete.
Server security attack prevention

The Security Attacks and AR System white paper explains the types of attacks that are prevented with AR System 7.1.00.
Appendix A
33
Mid-tier security attack prevention for Tomcat installations

If you install the default Tomcat JSP and servlet engine with BMC Remedy Mid Tier, the installation script performs the following clean-up tasks: Removes the contents of the ROOT directory from the <Tomcat_installation_directory>/webapps directory. Adds an index.html file to the ROOT directory. This file appears if the administrator goes to http://localhost:8080 in a browser and Tomcat is running properly. (See the steps that follow for more information.) Removes the tomcat-docs directory from the <Tomcat_installation_directory>/webapps directory. Removes the two default web applications (host-manager and manager) from the <Tomcat_installation_directory>/server/webapps directory. Removes the two deployment descriptors for the host-manager and manager applications. These descriptors are the host-manager.xml and manager.xml files in the <Tomcat_installation_directory>/conf/Catalina/localhost folder. Removes all unused ports from service (in particular, port 8080)that is, it strips the default server.xml configuration file under the Tomcat installation directory so that the installation supports the mid tier only. These tasks make the Tomcat installation more secure, but because they remove all extraneous services, it can be difficult to determine if the mid tier or if Tomcat failed to install properly. To ease this problem, an index.html page that displays whether Tomcat is running is also installed.
IMPORTANT
In BMC Remedy Mid Tier 7.1.00, modifications were made to the default Tomcat installer to make Tomcat more secure. To benefit from this, uninstall previously installed versions of Tomcat and reinstall the Tomcat software provided in the mid tier's installer. If the mid tier fails to run after you install it, complete the following steps to determine whether the problem is the Tomcat installation or the mid tier installation:
1 Stop Tomcat. 2 Open the <Tomcat_installation_directory>/conf/server.xml file, and
uncomment the Connector entry at port 8080.

3 Restart Tomcat. 4 In a browser on the same computer as the Tomcat installation, go to http://
localhost:8080.
If Tomcat is running properly, the following message will appear in the browser:
Tomcat is running.
This message indicates that the problem is isolated to the mid tier installation.
34
Enterprise features
If Tomcat is not running, the browser displays an error message such as The page cannot be displayed. Review the Tomcat log files in the <Tomcat_installation_directory>/logs directory to determine the cause. The mid tier cannot run if Tomcat is not running properly.
Forcing and allowing password changes

You can enforce a password policy with the User Password Management Configuration form. This feature is pre-configured when you install AR System, but it is not enabled. With a password policy, you can: Enforce restrictions on passwords (By default, HIPAA standards are shipped as the default restrictions.) Set up password expiration with scheduled warnings Force users to change their passwords Disable an account after a specified expiration period This feature requires you to use BMC Remedy User 7.1.00. (Previous versions of the BMC Remedy User will not display the new Change Password window.) For more information, see the Configuring guide.
User form changes

Prior to version 7.1.00 of AR System, only the Administrator group had access to the form. In version 7.1.00 and later, the following changes were made to enable the password policy feature: The Public group has Hidden permission to the User form. The Dynamic Group Access field on the User form gives users read permission to their login name and read permission to the Password field. These permissions are automatically given to all new users that the administrator creates. If you are upgrading to 7.1.00 or later from a previous version, be aware of these permission changes. If you have customized the User form, these changes may affect your customizations.
Web client IP address logging

If you turn on logging from the BMC Remedy Mid Tier Configuration Tool, you can select the level of detail you want to receive: Fine, Info (new to version 7.1.00), Warning, or Severe. If you create log files with a Fine or Info level, the log file contains the client IP address. For more information, see Installing and Administering BMC Remedy Mid Tier.
Appendix A
35
Multiple escalation pools

AR System server now can have multiple escalation pools so that administrators can better control the execution of escalations and the server can execute two or more escalations in parallel. The administrator configures the escalation pools as threads in the escalation queue using the Ports and Queues tab of the AR System Administration: Server Information form. See the Configuring guide for details. For each escalation, the administrator can specify the number of the escalation pool on the Basic tab of the Escalation property window and see it in a column in the list of escalations. If the pool number is not specified or if it is higher than the number of escalation queue threads configured, the escalation is assigned to pool 1. The administrator must schedule escalations that can conflict with one another to avoid possible conflicts if they are in different pools or assign them in the same pool so they will never be run in parallel. See the Workflow Objects guide for details. An API program can set the escalation pool (or thread) number for an escalation by adding the AR_OPROP_POOL_NUMBER object property to the objPropList in an ARCreateEscalation or ARSetEsclation call. It can get the pool number from this property using the ARGetEscalation call. If there is no AR_OPROP_POOL_NUMBER object property in the objPropList for an escalation or if the value of AR_OPROP_POOL_NUMBER is null or higher than the number of escalation queue threads configured, the escalation is assigned to pool 1. See the C API Reference guide for details.
Safari browser support

The mid tier now supports the Safari browser on the Macintosh platform. This requires Mac OS X 10.5 and Safari 3.0.
BMC Remedy Mid Tier performance (persistent cache)

In AR System 7.1.00, forms currently cached in memory can now be serialized to a file, which enables these forms to be read back into memory when the application server hosting the mid tier application is restarted (after a normal shutdown). Persistent cache does not work after an application server crash.
Background
When a user opens an AR System on a server for the first time, the mid tier must download the form and its workflow objects. It must then construct a Java object from these items. This object is used to generate the Dynamic HTML needed to display the form in a browser. The initial construction of this Java object is timeconsuming, but once it is built, the mid tier caches it in memory and accesses it for all users who open the same form from that point on.
36
Enterprise features
Serializing Java objects to a file

In AR System 7.1.00, the mid tier can serialize the constructed Java objects that represent AR System forms present in memory and write them to a file. When the mid tier is started up again, it detects the file, reads it, and reconstructs the Java objects serialized in it. This prevents the system from having to repeat the timeconsuming construction process. Administrators can activate serialization from the cache page of the Configuration Tool. For more information, see the Installing and Administering BMC Remedy Mid Tier guide.
Prefetching specified forms

Administrators can select forms to be preloaded into the systems memory (prefetched) so that forms can be loaded faster when they are opened in a browser. This capability is especially useful for larger forms that otherwise might take several seconds to load. Forms can be selected for prefetching either from the BMC Remedy Configuration Tool, or by editing the prefetchConfig.xml file, available in the web-inf/classes directory.
Using the BMC Remedy Configuration Tool

The Configuration Tool provides a convenient method for specifying forms to be prefetched. The Cache Settings page includes a text box that shows the content of the prefetchConfig.xml file. By default, this content is commented out. By removing the comment tags, the administrator can edit the content, using the appropriate XML tags to enter the users, servers, locales, and forms to which prefetching should apply. Multiple users or forms can be specified. Each form is prefetched according to the specified users permissions for that form and its fields. For example, if the administrator selects a form that has 75 fields, and specifies a user who has permission to view only 20 fields on that form, the prefetch process can fetch and cache the form with only the 20 fields for which the use has access.
Editing the PrefetchConfig.xml file

The administrator can also edit the prefetchConfig.xml file directly. This file is available in the web-inf/classes subdirectory. By default, the file has all content commented out. By removing the comment tags, the administrator can edit the files content, or view the file in XML format from an Internet Explorer browser, as shown. You can edit the file using any text editor.
Appendix A
37
Any changes made to the file will also appear in the Prefetch text box the next time the Configuration Tool is opened. If you flush the cache in the Configuration Tool, any prefetched forms you specified beforehand are flushed from the memory cache. The prefetch process is performed again for these forms the next time the web server is restarted. If you specified an invalid form name (for example, if a form name is misspelled or a form does not exist on the specified server), that form will not be prefetched. The mid tier log notes the names of forms that were not prefetched. For more information, see the Installing and Administering BMC Remedy Mid Tier guide.
Recommended forms for prefetching

You might want to include your applications most frequently accessed forms for prefetching so that they can be accessed quickly. For example, the following forms are recommended for prefetching in the Service Level Management application:
Service Level Management

Form SLM:Console SLM:DashboardSLMgr SLM:ServiceTarget SLM:SLADefinition Description Main SLM console Dashboards Service Target definition Agreement definition
Web services enhancements

The following services are defined in the SystemWebService.def file: User service Group service Role service With each of these web services, administrator can: Find a definition. Create a definition. Update a definition. Find of a list of definitions. The SystemWebService.def file (located in <ar_install_dir>/installforms/en on UNIX and <ar_install_dir>\ARServer\InstallForms\en on Windows) is installed on the AR System server during a new or upgrade installation. The three web service objects are available by default, and administrators can change the objects as needed. For details about updating a web service's definition, see the Integrating with Plug-ins and Third-Party Products guide.
38
Server features
HTTP tracing in the mid tier

HTTP TRACE is a request method that returns HTTP header information, which you can use to debug code. By default, the HTTP TRACE function is disabled on the mid tier. To enable the function, add the following line to the config.properties file:
arsystem.enableHttpTrace=true
WARNING
The mid tier has no control over the host application server. If the host server is not configured to have HTTP TRACE disabled, then the information that the host discloses still exists.
Broadened operating system support for Full Text Search on UNIX and Linux
AR System 7.1.00 extends support for full text search to more recent releases of these operating systems: UNIX Linux For more information, see the compatibility matrix on the BMC Remedy Customer Support website (http://www.bmc.com/support_home).
Server features
Java plug-in server and plug-in API
This release includes a new, Java-based implementation of the AR System Plug-in Server. The AR System 7.1.00 Plug-in Server has new configuration requirements. It supports all the functionality of the earlier C-based Plug-in Server plus the following: Supports Java-based plug-ins using a new Java plug-in API. Supports more than one Java-aware plug-in. Supports more than one instance of the same plug-in. Uses the Java Native Interface (JNI) to supports C-based plug-ins using the same C plug-in API as earlier versions of AR System. The release also includes example Java plug-ins.
Appendix A
39
Updated AR System Java API

This release includes a revised Java API for AR System. Both the implementation and interface are changed from the AR System 7.0 Java API. The new interface provides all the functionality of the C API and the Java API of AR System 7.0, but the new design is more consistent with other Java APIs. It reduces the low-level programming required to implement a Java client by using classes more effectively to represent AR System and client objects. The new implementation is pure Java using a Java RPC implementation to communicate with the AR System server. See the C API Reference guide and the AR System Java API online documentation for details.
Filter error handling

By default, when an error occurs while a filter is executing, the AR System server sends an error to the client and the filter terminates. BMC Remedy User and the web client display a message. Now, workflow can include error handling filters that the server executes when an error occurs. Using error handlers, workflow can recover from an error or change the handling of Message Actions of type Error produced by third-party AR System applications when called from custom applications. The administrator can specify and enable an error handler filter on the Basic tab of the filter properties window. If no error handler is specified, if the error handler is not enabled on the Basic tab for the filter whose errors it handles, or if the error handler filter is not enabled on its own Basic tab, AR System handles errors as it did in previous releases. See the Workflow Objects guide for details.
Multiple Field API Calls

Two new API calls create and modify (set) multiple fields in a single call. The ARCreateMultipleFields call creates fields based on list input arguments that specify the attributes of each field in the same way as the input arguments of ARCreateField specifies the attributes of a single field. The ARSetMultipleFields API call similarly corresponds to the ARSetField call. In each case, the multiple-field call produces the same result as a sequence of calls to create or modify the individual fields. The multiple-field calls can be more efficient because they only require one call from the client to the AR System server and because the server can perform multiple database operations in a single transaction and avoid repeating operations such as those performed at the end of each individual call. Type declarations are also added to ar.h for the lists required in the multiple-field arguments. See the C API Reference guide for details.
40
Server features
Store database views with schema definitions

Storing database views with schema definitions prevents the deletion of the wrong view when schemas (forms) are removed and renamed; prevents the accumulation of abandoned views.
Service workflow condition and active link action

Using this feature an application can execute workflow without getting, updating, or deleting a request. This feature can work with an AR System web service to obtain external services or with a Set Fields filter action to consume an internal AR System service.
Service workflow condition

A new Service filter condition executes a filter when an active link runs the Service action. The filter accesses a request with the field values passed by the active link action and those retrieved from the database, if any, and returns output values to the calling request. No other database operation is run. If the filter runs a Push Fields action, the output field value list is not affected. If the filter runs a Set Fields action, the output field value list uses any modified values.
Service active link action

The new Service active link action executes an internal AR System service or an external web service. The action includes input and output field mappings that pass values between the calling form and the filter. For more information on the workflow condition and the active link action, see the Workflow Objects guide. The ARServiceEntry C API function implements the Service active link action. For more information, see the C API Reference guide.
Disable status history recording and retrieval

This feature provides a property for regular forms that disables the server maintenance of status history. When the property is set to disable status history maintenance, the server clears the history, does not update it when the status changes, and returns AR_DATA_TYPE_NULL when the status history is requested. BMC Remedy User or a form viewed in a browser using BMC Remedy Mid Tier display an empty status history when it is disabled. When the property is set to enable status history maintenance (the default and compatible with AR System 7.0), the server will record the status history when it changes and return the status history when it is requested.
Appendix A
41
The user can set and clear a check box, labeled Disable status history, on the Basic / Entry Points tab of the Form Properties window to control this property. See the Form and Application Objects guide for details. An API program can set or clear this property by setting or clearing a bit in a new bitmask object property, AR_OPROP_CORE_FIELDS_OPTION_MASK, recognized for schemas (forms) and used for core field options. The program can OR in AR_CORE_FIELDS_OPTION_DISABLE_STATUS_HISTORY to set the property to disable status history maintenance. See the C API Reference guide for details.
Disabled status history on system forms

In previous releases, the server maintained field and status history data for each form by default. In version 7.1.00, the server provides an option that makes the server's maintenance of status history optional. Disabling status history improves performance when creating, modifying, deleting, and retrieving entry data that previously had to perform a status-history-related database interaction. Many system and application forms do not need status history. In version 7.1.00, some system forms have their status history disabled when the server automatically imports them. If you upgrade your server, existing forms do not inherit this change. New system forms, such as AR System Licenses, have status history disabled when they are automatically imported for new and upgrade installations. The following forms are installed with disabled status history: Alert Events Application Pending Application Statistics Distributed Pending Server Events Server Statistics Application Statistics Configuration AR System Currency Codes AR System Currency Label Catalog AR System Currency Ratios AR System Licenses AR System Message Catalog AR System Tags AR System Application State Business Segment-Entity Association Business Time Holidays Business Time Workdays
42 Release Notes with Open Issues
Server features
Distributed Pool Distributed Mapping Status history was disabled because: The first six forms see a large number of entries being created and deleted. Each of these operations includes a SQL database call to maintain the status history, so disabling the status history will improve performance. Also, an AR System process (the AR System server or an accessory engine like the Approval Server) maintains the entries for these forms, so the status history need not be maintained. For the remainder of the forms, the status history is not considered essential as it does not add any value to the installation.
What you should do

If you are upgrading your servers, disable status history to take advantage of the performance gain. The first six forms will give the greatest improvement, but you should disable status history on all the forms listed.
To disable status history

1 Open the form in BMC Remedy Administrator. 2 Choose Form > Form Properties. 3 On the Basic/Entry Points tab, select the Disable Status History check box.
If you want to keep the status history function on some forms, modify the form properties to enable status history. Do this before entries are added to the form where possible.
WARNING
Disabling status history on a form with existing entries causes all existing status history for the form to be deleted. If you do not need status history on the following forms, disable it on them as well. The first three forms list have the highest volume and provide the greatest performance improvement. FB:Alarm Events FB:History FB:History Summary Alert List AR System Administrator Preference AR System Searches Preference AR System User Central File AR System User Preference
Appendix A
43
Data Visualization Definition Data Visualization Module Data Visualization System Files Group Report ReportSelection ReportType Roles User
Simplified System Form Handling

This release changes the mechanism the AR System server uses to create and maintain essential system forms and create other standard forms. The <ar_install_dir>/systemforms (for UNIX) or <ar_install_dir>\ARServer\SystemForms (for Windows) directory contains the files that the AR System server uses to create and restore essential system forms and their views. The <ar_install_dir>/installforms (for UNIX) or <ar_install_dir>\ARServer\InstallForms (for Windows) directory contains the files that the installer uses to create standard, predefined forms and their views and to import data to create standard, predefined entries. The server does not restore these forms and views when they are deleted. Earlier versions of AR System server stored the definition data required to create and maintain these forms and views in various places. The installer created some forms and views. The server executable contained some form and view definition data. The <ar_install_dir>/samples (for UNIX) or <ar_install_dir>\ARServer\Samples (for Windows) directory also held some form and view definitions. In this release, the SystemForms and InstallForms directories hold all the required form and view definitions. The Samples directory contains only sample forms and data. The forms are listed in the appendix on special forms in the Form and Application Objects guide.
44
Server features
IBM DB2 9.1 support

AR System 7.1.00 introduces support for IBM DB2 database version 9.1. AR System does not, however, support new features introduced in DB2 9.1.
Specifying the directory for 9.1 SMS tablespaces

By default, the IBM DB2 9.1 API used by the AR System installer creates databasemanaged space (DMS) tablespaces. To create system-managed space (SMS) tablespaces, you must specify the directory name for the following tables during installation: System catalog (SYSCATSPACE1) Temporary (TEMPSPACE1) If you do not specify the directory name, the tables are created in the database space.
NOTE
You do not need to specify the directory name for the User table (USERSPACE1).
NOTE
You do not need to specify this information for DB2 8.2 SMS tablespaces. For more information, see the Installing guide.
HP-UX 11i v3 support

AR System 7.1.00 introduces support for HP-UX 11i v3.
Novell SuSE Enterprise Linux support

AR System 7.1.00 introduces support for Novell SuSE Enterprise Linux 9 (64-bit) and 10 (32-bit and 64-bit).
Red Hat Enterprise Linux 5 AS/ES support

AR System 7.1.00 introduces support for Red Hat Enterprise Linux 5 AS/ES (32-bit and 64-bit).
Appendix A
45
Enhanced support for Mozilla Firefox 2.0 support Enhanced support for Microsoft Internet Explorer 7.0 support
Client features
BMC Remedy AR System Administration Console
The following windows were available in previous versions of BMC Remedy Administrator and are now unavailable: Manage User Licenses (choose File > Licenses > Manage User Licenses) Add/Remove Licenses (choose File > Licenses > Add/Remove Licenses) Additionally, all tabs (except for the Source Control tab) are hidden in the Server Information window (choose File > Server Information). The information that was in these windows and tabs is found in the BMC Remedy AR System Administration Console, the recommended tool for configuring servers and licenses. If you want to make this information available in BMC Remedy Administrator, see Unhiding tabs in Server Information window on page 47 and Displaying the Licenses windows on page 47.
Console concepts
The BMC Remedy AR System Administration Console gives you access to many administrator functions in AR System. The console is part of the AR System Server Administration plug-in, which consists of a library file and a deployable application. (The plug-in is installed as part of the AR System server installation.) To use the BMC Remedy AR System Administration Console, you must configure the AR System Administration application properly because it is a deployable application. By default, deployable applications are imported in the Maintenance state. When an application is in the Maintenance state, only members of the Administrator group have permissions to use it. Before you change a deployable applications state from Maintenance to Test or Production, you must map groups to roles to give users access to the application.
46
Client features
Two roles are defined in the AR System Administration application: AR System Admin Server ManagerIs applied to the Server Information form and the Delete Licenses button on the Add/Remove Licenses form. Only users who belong to groups mapped to this role have access to these items. AR System Admin User ManagerIs applied to Manage User Licenses form. Only users who belong to groups mapped to this role have access to this form. For more information about roles, groups, and application states, see the Form and Application Objects guide. You can open the console by either of the following methods: In a browser, go to the following URL address, log in, and click the AR System Administration Console link.
http://<Mid Tier server>/arsys/forms/<servername>
In BMC Remedy User, open the AR System Administration Console entry point.
Unhiding tabs in Server Information window

By default, the Server Information window displays only the Source Control tab. If you want to use the other tabs in the Server Information window, you can unhide them as follows:
1 Add a registry key value under HKEY_LOCAL_MACHINE\SOFTWARE\Remedy\
Remedy Administrator with
the following settings:
Name: ShowServerInfo Type: REG_BINARY

2 Set ShowServerInfo to 1 to show the other tabs.
To hide the tabs, set the value to 0.
Displaying the Licenses windows

By default, the Licenses windows are unavailable in BMC Remedy Administrator. Instead, when you click the items on the File > Licenses menu, a message appears redirecting you to forms in BMC Remedy User and the BMC Remedy Administration Console. To use the Licenses windows in BMC Remedy Administrator, you can make them available as follows:
1 Add a registry key value under HKEY_LOCAL_MACHINE\SOFTWARE\Remedy\
Remedy Administrator with
the following settings:
Name: ShowLicenses Type: REG_BINARY

2 Set ShowLicenses to 1 to make the Licenses windows available.
To make the Licenses windows unavailable, set the value to 0.
Appendix A
47
Changes in the Configuration tab

The Configuration tab on the AR System Administration: Server Information form and the Server Information window (which is disabled by default in BMC Remedy Administrator) have slightly different options for display property caching, but the end result is the same for both. The AR System Administration: Server Information forms options are: Disable All Display Property Caching Cache VUI Display Property Only Cache Field Display Property Only Cache All Display Properties You can select only one option. The Server Information windows options are: Disable VUI Display Property Caching Disable Field Display Property Caching You can select both options. These server options (both on the form and in the window) set the default for all forms on the server. You can override these defaults by changing the properties of a particular form, as discussed in the Form and Application Objects guide.
Data visualization field updates

Working with native libraries
When the Java Virtual Machine (JVM) executes a Java application that requires a native library through the Java Native Interface (JNI), the JVM must load the native library exactly once. This library (exposed to the Java layer by JNI) remains available as long as the JVM process is active. If a different Java application using the same native library executes on the same JVM process, it tries to load the native library again. Because the library is already loaded, an exception is generated. The JNI developer must make sure this native library is loaded exactly once and must handle the exception if the same library is asked to be loaded again.
Storing shared library files on the mid tier

For plug-ins (such as CI Viewer, which is packaged with BMC Atrium CMDB) to work, the plug-ins installer copies the required native libraries to the mid-tier installation folder. When mid tier is upgraded or re-installed, these shared library files are deleted, and you must re-copy the required native libraries to the mid-tier installation folder.
48
Client features
To avoid re-copying the required native libraries, store each library file as an entry in the Data Visualization System Files form in AR System. When the mid-tier process starts, a service looks for this form on all of the servers registered as Data Visualization servers, and workflow copies the library files to the mid tier. If the file is already available in the mid-tier installation directory and the modified date matches the last-modified date of the entry in the Data Visualization System Files form, the file is not re-copied.
NOTE
The Data Visualization forms are installed with the AR System server. For the Data Visualization System Files form to function, the AR System and mid tier servers must be version 7.1.00 or later.
To store native library files for plug-ins

1 Open the Data Visualization System Files form. Figure A-1: Data Visualization System Files form
2 In the Name field, enter the files name.
This name must exactly match the name of the file that is attached at the bottom of the form.
3 Enter a description. 4 Enter the status.
The options Active or Inactive. If the status is Inactive, the file is not copied during an upgrade or re-installation.
Appendix A
49
5 Select the platform:
Windows Solaris Linux AIX HP UX AllThis option is used for jar files, which are used on multiple platforms. The mid tier copies only those files that match the platform you select, except for the All option, which copies jar files.
NOTE
Entries are indexed by the Name and Platform fields.
6 In the Version field, enter the version number of the binary file that you are saving.
Use the following format:

<major version>.<minor version>.<subminor version>.<patch>
For example, for version 2.0.01, patch 002, enter:

2.0.01.002
You can omit the trailing numbers. For example, for version 2.1.00.000, you can enter:
2.1
If the same file is available on a different server with a new version, AR System matches the version string. Then, it uses the latest version.
7 Add the file to the attachment field. 8 Click Save.
Using Java classes

Data visualization modules are packaged and deployed as JAR files. The following Java classes and interfaces are provided for data visualization developers. The Javadocs contain more information about these classes.
NOTE
When searching for a class name, remember that each class is in the com.remedy.arsys.plugincontainer package. So, the Plugin class is named com.remedy.arsys.plugincontainer.Plugin.
50
Client features
Data visualization developers can implement these interfaces: PluginInterface that must be implemented by data visualization developers. DefinitionFactoryInterface that can optionally be implemented by data visualization developers to parse their definition data into Java objects. These Java objects must be imported into the Definition or the CacheableDefinition interfaces described in the following list. DefinitionMarker interface implemented by the modules definition objects. CacheableDefinitionMarker interface to use if the module needs the container to cache the definition objects. The cached objects are returned when the module requests the DefinitionSevice to get the definition. For more information, see the cache service. Other interfaces include: ARPluginContextEXExtends the PluginContext class to provide AR System specific services. To use this class in a plug-in, you must typecast objects to com.bmc.arsys.api.ARServerUser. (In version 7.0.01, the ARPluginContext is used, and it returned com.remedy.arsys.api.ARServerUser object in its functions. For more information, see the 7.1.00 AR System API Javadocs.) AuthenticationExceptionExtends the Exception class. CacheableDefinitionUses the caching services of the plug-in container. DefaultDefinitionDefault implementation of the Definition class. DefinitionActs as a marker interface for data visualization definition. DefinitionServiceProvides the definition service for the data visualization container. LocaleServiceProvides services such as getting appropriate strings for the locale to enable the module writer to localize the plug-in. For example, you can format dates, time, and numbers for locale conventions. ARLocaleServiceEXAs a subset of LocaleService, provides a simpler way to access localized messages from the Message Catalog. PluginContextProvides the context that can be used to make API calls. NoPermissionExceptionOccurs when the data visualization tries to retrieve a definition for a user who does not have authorization to access the definition. PageServiceGenerates URLs that provide a reference back to the data visualization.
NOTE
When you update to new APIs, make sure you make the appropriate changes (as described in the Javadocs).
Results color in tree fields

The results color can now be applied to tree fields as well as table fields.
Page holder enhancements

Page holders now include left and right arrows that enable viewing of page tabs that extend beyond the width of the page holder. This allows administrators to create multiple tabs for a page holder without being restrained by the width of the the page field. Page tabs are no longer cut off if they extend beyond the width of the page holder. Left and right arrows are available on either side of the page tabs. These arrows are visible only if the page holder has enough tabs to require scrolling. Tabs can be scrolled one at a time.
Ability to change labels for navigation bars

In AR System 7.1.00, administrators can change the labels for horizontal and vertical navigation bar fields by using a change field active link.
Locale-aware table fields

Table fields in AR System 7.1.00 can be refreshed with specific locale information by selecting the Use Locale check box option in the Advanced Display tab of the Field Properties dialog box. When the box for this option is checked, the system returns only entries for the users locale when the table is refreshed. This option applies only to table fields and tree fields on a form; it does not apply to results lists. For more information about these features, see the Form and Application Objects guide.
Customizable background color on rows

Administrators now can customize the background color of records in a table based on the value of an enumerated field. In the Field Properties-Table Field dialog box (in the Results Color tab), two background color options are available: The default alternate gray and white row colors, or a custom color.
Table refresh on interval

For all tables (including results lists) in forms on the web, users can set the interval at which the table automatically refreshes (in minutes). Valid values are 099. An Auto Refresh option appears as part of the tables Preferences menu and in the context (right-click) menu. The interval must be a positive numeric integer. If the interval is 0, no automatic refresh will occur. If a preference server is specified, the refresh interval will be saved as a table preference so that it can be restored the next time users open the same form.
52
Usability features
This feature is not implemented in BMC Remedy User. You can only refresh the results list at specified intervals. (Choose View > Auto Refresh to make set the interval.)
Automatic maximizing of windows on target location for web clients

AR System 7.1.00 provides a new option in the View Properties window that enables a specific view of a form window to automatically open maximized. This enables forms that are opened as new windows in a browser to be maximized automatically. For larger forms, the maximized view can free the user from having to scroll when viewing the forms contents. This option pertains to a specific view; each view of a form has its own maximize value.
Usability features
Displaying version information
Version information is included in the following places in the product: In the About dialog box (from the Help > About menu option) In the binary that is displayed in file properties (Windows only) At the beginning of all server and client log files In global variable for shared objects (UNIX only) In the manifest file of JAR file modules (Use WinZip or jar to extract and view the manifest file) On Windows, all AR System background processes support the -version command-line switch. With this switch, a command can write the applications version string to its standard output and exit. Shared objects on UNIX hold the version information string in a global variable so that it can be displayed using a utility such as strings with the grep command, as follows:
strings <file name> | grep ProdVers
For example:
strings libar.a | grep ProdVers
If grep ProdVers is not used, strings displays all the global strings, and it is difficult to determine the version string from the output.
Appendix A
53
Pop-up blockers
When users log in, the mid tier prompts users if the popup blocker is enabled and warns them to disable it. If they do not disable the popup blocker, the mid tier will fail to open a new window or dialog box (this includes expand boxes and currency dialog boxes).
Wait cursor
Users will see a wait cursor for the following actions: Submit Modify ModifyAll Search Table Refresh Additionally, users will see a Loading message when a page is loading. For more information, see the Installing and Administering BMC Remedy Mid Tier guide.
Context (right-click) menus

Context menus are implemented for the following fields: Table Attachment Pool All menu items appear in the context menu by default. For attachment pool, right-clicking on an item will also select it.
Rounded corner option for trim boxes

A new property in the config.properties file (arsystem.field.roundedCorners) enables administrators to create trim boxes with rounded corners on the Web. The default value for this property is false. When this property is set to true, trim fields that are boxes will appear in a form with rounded corners. This applies only to trim fields whose depth effect is set to None, and whose thickness has a value of 2 or less. Trim boxes whose depth effect is set to a value other than None, or whose thickness has a value of more than 2, will not appear with rounded corners. Rounded corners can be removed from all trim boxes in a form by setting the arsystem.field.roundedCorners property to its default value of false.
54

Enhancements to Differences report
The Differences report has been redesigned for easier viewing and includes improvements to the AR System. The report now includes more distinctive headings to enable easier scanning of information. The first part of the report is a summary of the report's contents. It lists the source and destination servers, the date on which the report was created, and the number of workflow objects that were the same or different between source and destination. Each object type is included under a distinct heading. For each object, the report now lists: The destination name The results (same or different between source and destination) The high-level differences, if any The action recommended to resolve the differences (for example, update) The time stamps of the objects for the source and destination (the last date and time the object was modified) The status of the destination (older or newer) The objects that are the same or different can be detected more easily by the X or the green check mark in the Results column. A Yield sign with an exclamation point indicates missing items. Each line item within a report is now highlighted individually as been different, missing, or the same.
Enhancements to Results report

The Migrator Result Report also has been redesigned for easier reading and printing. The report now includes more distinctive headings and a summary section at the beginning that provides a high-level list of the results, including The name of the source and destination The start and end times of the migration The status of the migration (completed, stopped, etc.) The version of Migrator used to migrate the workflow The source and destination server versions (if servers were involved in the migration)
Appendix A
55
The number of times a migration was restarted, if at all The last date and time the migration was restarted, if restarted at all For each object type, the report provides a summary of the statistics for that type, following by a list of each object and its migration results. The report also includes a list of workflow changes resulting from the migration; for example, a change to a field or display properties, or creation of a new view.
Ignore Prefix option

Migrator 7.1.00 includes an Ignore Prefix option. Using this option, the administrator can instruct Migrator to bypass workflow objects that begin with specific prefixes during a direct or a scripted migration. This option was implemented to resolve issues involving migration of SLA and CMBD workflow objects. All Migrator installations include a default list of prefixes in the Ignore Prefixes option dialog box. The administrator can add new prefix names, edit existing prefix names, or clear the list. A Set Defaults button is available to restore the default prefix list at any time. When a migration is completed, the Results report lists the prefixes that were ignored. The status information for workflow objects ignored during a migration will note these objects as ignored.
Packaged view migrations (ability to migrate a specific view and its fields)
Administrators can now select a specific view of a form and its fields and display properties instead of having to migrate the standard form. When a specific view is selected for migration, Migrator searches for all of the fields with display properties for that view. It then migrates that view to the destination form. It checks each field on the destination form and takes the appropriate action. If the field exists on the destination, Migrator extracts from the destination field the display properties for all views except the view being migrated.
Option to keep or delete dependency and database files

Users can now choose to keep or delete the database and dependency files that are generated with .migrator binary files. Previously, these files were always deleted when a .migrator file was closed, requiring them to be regenerated each time a .migrator file was reopened. This process could be time-consuming -- up to 40 minutes for the largest .migrator files.
56
Minor miscellaneous changes
A new selection in the Migrator Options dialog box enables administrators to retain the database and dependency files, which eliminates the recaching process and allows .migrator files to be reopened much more quickly. Because the files are retained, this option requires additional hard disk space on the server where the .migrator files are stored. The default value is not to delete the files (option unchecked). For more information about these features, see the BMC Remedy Migrator Administrators Guide.
Minor miscellaneous changes

The following changes are not listed in the list of new features in Chapter 1 of the release notes, but these changes were made in AR System 7.1.00.
Relative URLs in WSDL

In the types sections of a WSDL file, you can now use a relative URL in the <xsd:include> and <xsd:import> elements.
Tabless borderless page holders

When you are creating a page holder on a form, you can select the Tabless Borderless Page Holder check box on the Pages tab of the Form Properties window. This setting displays the page holder field without a border or page tabs in web clients. In version 7.1.0, this setting causes BMC Remedy User to display a page holder field with a border and very small tabs without labels.
View names for new forms

In AR System 7.1.00, view names for new forms (and their associated status history) are now stored in the arschema table. The viewName column contains the form's view name, and the shViewName column contains the status history view name. (The rules used to create the view names remain unchanged.) The viewName and shViewName columns are not initially populated when upgrading to AR System 7.1.00; however, the columns are populated if a form is modified such that the view must be recreated.
New Email Engine property

The following property was added to the EmailDaemon.properties file:
com.bmc.arsys.emaildaemon.ContentTypeWithCharset=True
This property determines whether to send the charset property in the content-type header of outgoing mail. For example, an outgoing mails text part header might look similar to this:
Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit
If you do not want charset=UTF-8 string in the Content-type header, set the com.bmc.arsys.emaildaemon.ContentTypeWithCharset property to False. (The default is True.)
W3C standards and validating your HTML files

A W3C Standards and Mid Tier document and associated DTD file are available in the BMC Support Knowledge Base. These files will help you validate the HTML files for your AR System forms. To find the Knowledge Base entry, search for it using the keywords W3C standards.
58
Appendix
Open issues
This chapter describes issues that have been identified and are still unresolved or open with the AR System 7.1.00 software. The following topics are provided: Installation and upgrade issues (page 60) AR System issues (page 68) Mid tier issues (page 73) Email Engine issues (page 77) Flashboards issues (page 77)
Appendix B Open issues
59
Installation and upgrade issues

This section describes known issues you might encounter while installing AR System release 7.1.00 components, or while upgrading to release 7.1.00 from an earlier release.
AR System server
This section describes installation and upgrade issues related to the AR System server. For additional AR System server issues, see AR System issues on page 68.
Issue ID No issue ID Description When you upgrade to AR System 7.x from a 6.3 system where you allow multiple users with the same user name but different passwords, the AR System upgrade scripts fail and generate a message suggesting that you correct the multiple user name problem. This was a new feature for AR System 7.0. For more information, see the BMC Remedy Action Request System 7.0 Release Notes. SW00222665 For Red Hat Linux 4.0, you should have the following Red Hat Legacy Software Development RPM packages installed before you install AR System:
compat-libstdc++-296 compat-libstdc++-33
These packages are available on the Red Hat install media. SW00237569 On the Windows platform, plug-ins created for pre-7.0 server usage must be recompiled with Microsoft Visual Studio .NET 2003 to be used successfully within the AR System 7.x environment. If you use the ARDBC LDAP plug-in and are upgrading from a previous version of AR System, two options in the ar.conf (ar.cfg) file might be spelled incorrectly, as follows:
ARBDC-LDAP-Base-Dn ARBBC-LDAP-Connect-Timeout
SW00258952 and SW00273113
If so, follow this procedure to correct these options:

1 Make a backup copy of the ar.conf (ar.cfg) file 2 Use a text editor to correct the spelling of these options to: ARDBC-LDAP-Base-Dn ARDBC-LDAP-Connect-Timeout 3 Restart the AR System server. (This also restarts the plug-in server.)
60
Issue ID SW00263496
Description AR System server with BMC Atrium Configuration Management Database (CMDB) 2.0.1: To use BMC Atrium CMDB 2.0.1 with release 7.1.00 of the AR System server, you must install patch 004 for BMC Atrium CMDB. If you do not, the following error occurs when you create a class in BMC Atrium CMDB:
CMDBCreateClass results ReturnCode: ERROR Status List : 1 items Status Struct : Message type : ERROR Message number : 8941 Message: XML Parsing error. Invalid element tag. Appended: errorHandlerOptions, line: 165, column 24
SW00266148 SW00267878
While installing the AR System server, the error message unable to access thread local storage appears, but the installation completes successfully. Ignore this error. If you use an IBM DB2 9.1 client to install AR System 7.1.00 on a 64-bit SuSE Linux or Red Hat Linux platform with a remote IBM DB2 9.1 or 8.2.2 database, you cannot install the AR System server remotely, and you receive one of these errors:
DB2 error encountered: 1088 error AR System Server unable to create (390600, 0) for TCP AR System Server did not start in the allocated time
In addition, this entry appears in the arerror.log file: Error - OCI_INVALID_HANDLE. This problem is due to a DB2 9.1 connectivity problem. For more information, see IBM ticket PMR 26395,756,000. SW00268160 HP-UX 11.23: While installing the AR System server, the following error might appear during file extraction:
tar:: No such file or directory
In spite of this error, the files are correctly extracted and AR System installation continues successfully. SW00269230 When you upgrade the AR System server from release 7.0.1 to 7.1.00, the following types of errors and warnings might appear in the UpgrUserPref.log file or other installation logs:
Command: Message: Command: Message: Command: Message: Command: Message: Command: Message: SET SCHEMA ... No changes have been specified for the update operation SET ACTIVE LINK ... Active link does not exist on server SET FILTER... Filter does not exist on server DELETE MULTIPLE FIELDS... Field does not exist on current form Delete VUI VUI does not exist for the specified form
This occurs as a result of changes required when upgrading from release 6.3 to 7.1.00 only. If you are upgrading from release 7.0.1,you can ignore these errors.
61
Issue ID SW00270826 and SW00269922
Description When you install AR System server 7.1.00 on AIX 64-bit with a DB2 v8.2 database, the installation fails and the following error appears in the arerror.log file:
[IBM][CLI Driver] SQL1224N A database agent could not be started to service a request, or was terminated as a result of a database system shutdown or a force command.
To resolve the problem, follow this procedure before installing AR System:

1 Stop the DB2 server. 2 In a command window, enter the following commands to configure and restart the DB2
server:
export EXTSHM=ON db2set DB2ENVLIST=EXTSHM db2start
SW00272738
Documentation update: If you are installing an Oracle Unicode AR System on a Windows machine, set the value of the NLS_LANG registry setting. Depending on your systems configuration, the setting's key looks something like this:
HKEY_LOCAL_MACHINE\SOFTWARE\ORACLE\KEY_oracle_home_name\NLS_LANG
Oracle defines NLS_LANG's 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.) This setting affects all Oracle database clients that use the Oracle installation named by oracle_home_name. For information about installing an Oracle Unicode AR System on UNIX, see Appendix E of the Installing guide. SW00273155 You cannot install BMC Remedy AR System server for HP-UX PA-RISC on an HP-UX Itanium machine. To install the AR System server on HP-UX Itanium, use BMC Remedy AR System for HP-UX Itanium. If you install AR System 7.1.00 on Linux x64 (RHEL 4.0, RHEL, 5.0, and SuSE 10) and Linux 32-bit (SuSE 10), you will receive the following error:
ARERR 623, AR System Application server terminated -- fatal error encountered (ARAPPNOTE 4501).
SW00274212
This error occurs because AR System tries to load all the daemons that are available in armonitor. You can ignore this error as it does not affect any functionality. SW00274772 When you upgrade an AR System server 7.0.01 with BMC Atrium CMDB on Solaris to version 7.1.00, you encounter the following error message:
Error encountered while loading the shared library (ARERR 9750)
This occurs because of the new licensing model for version 7.1.00. During upgrades, the installer removes licenses and restarts the AR System server. Then, the installer imports the licenses, and restarts the AR System server a second time. You can ignore the ARERR 9750 error message because the installer continues and installs BMC Atrium CMDB properly after the AR System server is restarted the second time.
62
Mid tier
This section describes installation and upgrade issues related to BMC Remedy Mid Tier. For other mid tier and web services issues, see Mid tier issues on page 73.
Issue ID No issue ID No issue ID Description Due to a Crystal Reports issue, you must install BusinessObjects XI on the C:\ drive; otherwise, you will receive Crystal Reports exception errors while running Crystal Reports. When you install the BMC Remedy Mid Tier, you might see the following message from the
tar utility on Solaris platforms: tar: ././@LongLink: typeflag 'L' not recognized, converting to regular file
You can ignore this message. It is a known issue with the Solaris tar utility and does not cause any problems with the mid-tier installation. SW00222665 For Red Hat Linux 4.0, you should have the following Red Hat Legacy Software Development RPM packages installed before you install the mid tier:
compat-libstdc++-296 compat-libstdc++-33
These packages are available on the Red Hat install media. SW00247392 To use BMC Remedy Mid Tier on SUSE Linux Enterprise Server 9 with the Apache web server, do not use YaST to install Apache 2. Instead, download the UNIX source code from http:// httpd.apache.org/download.cgi, and build and install the web server. The installer for Java 1.5.0_11 has a defect, so the mid tier does not install properly. To work around this problem, update the HOME path in the registry to point to the correct folder after installing the JDK. For more information about the Java defect, see http://bugs.sun.com/bugdatabase/ view_bug.do?bug_id=6520670. SW00262622 Your Tomcat installation might have included two .jar files under the \tomcat\common\endorsed directory: xml-apis.jar and xerceslmpl.jar. If these files are present, you must rename them for the mid tier to work properly. Rename these files as follows:
xml-apis.jar.org xerceslmpl.jar.org
SW00259608
If your application needs these files, copy the original files into your classpath. SW00265555 When you upgrade BMC Remedy Mid Tier on a machine where BusinessObjects XI is already installed, the Mid Tier installation program installs the wrong version of the web.xml file. To work around this issue, uninstall the older version of the Mid Tier, and then reinstall the Mid Tier.
63
Issue ID SW00270676
Description 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 If any of these does not appear, add the missing entry to the IIS manager manually. SW00271546 An error occurs when you publish a Crystal Report from BMC Remedy Mid Tier release 7.x to BusinessObjects Enterprise XI, release 2. This is due to a hard-coded path to the ReportAdd.exe file in the included Crystal jar files. To work around this issue, replaced the following files in Mid Tier installation directory with the same files from BusinessObjects XI release 2:
ceplugins.jar cecore.jar cesession.jar celib.jar corbaidl.jar ebus405.jar cereports.jar MetafileRenderer.jar webreporting.jar rasapp.jar rascore.jar Serialization.jar URIUtil.jar
SW00272442
Mid tier with Tomcat: When you upgrade from BMC Remedy Mid Tier release 7.0.1 to release 7.1.00 using Tomcat in both versions, users who accessed forms via the 7.0.1 mid tier might see an error when they open the same forms through the 7.1.00 mid tier. To work around this problem, have users clear the browser cache before accessing forms through the 7.1.00 mid tier.
64
Encryption
This section describes installation and upgrade issues related to BMC Remedy Premium Encryption and BMC Remedy Performance Encryption.
Issue ID SW00269919 Description When you install BMC Remedy Premium Encryption or BMC Remedy Performance Encryption on UNIX, the installation program updates the encryption configuration options in the ar.conf file. However, if you install Premium or Performance Encryption from a directory other than the installation DVD, the installation program might not correctly identify which level of encryption you are installing. In this case, it sets the ar.conf options for Standard level encryption. To verify that the settings are correct, check the ar.conf file after completing the installation. If the options Encrypt-Public-Key-Algorithm and Encrypt-Data-EncryptionAlgorithm are not set as follows, correct them using a text editor: For Premium Encryption, the options in the ar.conf file should be
Encrypt-Public-Key-Algorithm: 6 Encrypt-Data-Encryption-Algorithm: 3
For Performance Encryption the options in the ar.conf file should be

Encrypt-Public-Key-Algorithm: 5 Encrypt-Data-Encryption-Algorithm: 2
If the installation application prompts you to identify whether you are installing Premium or Performance Encryption, make sure to answer correctly. In that case, the response determines the settings entered in the ar.conf file. For more information about configuring BMC Remedy Encryption products, see the BMC Remedy Encryption Products 7.1.00 Release Notes and Installation Guide.
65
Approval Server
This section describes installation and upgrade issues related to BMC Remedy Approval Server.
Issue ID SW00273317 Description Documentation update: Replace the procedure To create a table space with a larger page size for the AP:Rule Definition form on pages 18-19 of the BMC Remedy Approval Server 7.1.00 Guide for Users and Administrators with the following steps:
1 Stop the AR System server. 2 Create a 32 KB buffer pool as shown in the following example commands:
DB2=> connect to <databasename> DB2=> create bufferpool <bufferpoolname> immediate size <size> pagesize 32K DB2=> connect reset DB2 might ask you to restart the instance.
3 Create the 32 KB table space using a command similar to the following example:
DB2=> create regular tablespace <tablespacename> pagesize 32K managed by

system using ('/<dir>/<dir>/<container name>') extentsize 32 [overhead 10.5] prefetchsize 32 [transferrate 0.14] bufferpool <bufferpoolname> [dropped table recovery off]
Parameters enclosed in square brackets, for example, [dropped table recovery off], are optional. Replace /<dir>/<dir>/<container name> with the complete path to the location where the container will be stored. The container can be an absolute or relative directory name. In the bufferpool parameter, replace <bufferpoolname> with the name of the buffer pool you created in step 2.
IMPORTANT
The option dropped table recovery off can improve performance, but means that you cannot recover a table if it is accidentally dropped.
4 If the database is on a remote computer, grant the table space permission to the ARAdmin
user by running the following command: DB2=> grant use of tablespace <tablespacename> to user <aradmin user> with
grant option; 5 Start the AR System server. 6 Edit the ardb.conf (UNIX) or ardb.cfg (Windows) file to include the lines: Form: AP:Rule Definition Clause: IN <tablespacename>
where <tablespacename> is the name of the table space created in step 3. For more information about DB2 commands, see the DB2 documentation. For more information about configuring a DB2 database for AR System, see the Installing and Database Reference guides, and items SW00267878 and SW00270826 in these Release Notes.
NOTE
Installing BMC Atrium CMDB or the BMC Remedy applications might require additional DB2 configuration steps. See the documentation for those applications to determine what other configuration steps are required.
66
Email Engine
This section describes installation and upgrade issues related to BMC Remedy Email Engine. For other Email Engine issues, see Email Engine issues on page 77.
Issue ID SW00271988 SW00273156 Description BMC does not support BMC Remedy Email Engine release 7.1.00 with earlier versions of the AR System server. You must install it only with AR System server release 7.1.00. You cannot install BMC Remedy Email Engine for HP-UX PA-RISC on an HP-UX Itanium machine. To install the Email Engine on HP-UX Itanium, use BMC Remedy Email Engine for HP-UX Itanium.
Flashboards server
This section describes installation and upgrade issues related to BMC Remedy Flashboards. For other Flashboards issues, see Flashboards issues on page 77.
Issue ID No issue ID Description If you attempt to install a custom AR System application that includes Flashboards on an AR System 7.x server, AR System installs all application objects except for Flashboards. To work around this problem, export the Flashboards definitions from the AR System 6.x server and import the definition file to the AR System 7.x server manually. SW00224449 Documentation update: Step 1 of the procedure To install Flashboards on UNIX, located on page 16 of the Administering BMC Remedy Flashboards guide, is incorrect. To install BMC Remedy Flashboards, the AR System server must be running. This allows the Flashboards installation application to verify the version of the AR System server. Therefore, do not stop the AR System server before installing Flashboards. SW00271988 BMC does not support Flashboards release 7.1.00 with earlier versions of the AR System server. You must install it only with AR System server release 7.1.00.
67
Windows clients
This section describes installation and upgrade issues related to BMC Remedy User, BMC Remedy Administrator, BMC Remedy Import, and BMC Remedy Alert. For other Windows client issues, see AR System issues on page 68.
Issue ID SW00249847 SW00269888 and SW00274872 Description Windows Vista: When you install BMC Remedy User and select Install this Application only for Me, the BMC Remedy User icon appears for all users when selecting Start > All Programs. When you uninstall BMC Remedy User, it does not uninstall Crystal Reports Redistributables. Uninstalling Crystal Reports Redistributables can cause problems with certain Microsoft applications. BMC has reported this issue to BusinessObjects under case numbers 302850352 and 302781786. If you uninstall BMC Remedy User and Crystal Reports Redistributables remains installed, and you then reinstall BMC Remedy User with the Crystal Reports Redistributables, do not select Crystal Reports Redistributables for installation. If you do, the following error appears in the crredist.log file:
MSI (s) (E8:C8) [19:45:41:002]: Product: Crystal11_Redistributables -Configuration failed. Another version of this product is already installed. Installation of this version cannot continue. To configure or remove the existing version of this product, use Add/Remove Programs on the Control Panel.
If this occurs, ignore this error.
AR System issues
This section describes general AR System issues related to AR System server, the Windows clients, and internationalization issues. For information about AR System server and Windows clients installation and upgrade issues, see the appropriate subsections under Installation and upgrade issues on page 60.
AR System server
Issue ID No bug ID Description If you use the Computer Associates SiteMinder security software, and the SQL Injection Protection feature is turned on, configure the SiteMinder policy to allow requests with URLs containing single quotation marks to pass through to the BMC Remedy Mid Tier. If those requests are blocked, the mid tier does not function properly. SW00220666 Crystal reports can display a maximum of 64 KB of data from database fields. As a result, in diary fields with more than 65,000 characters (more than 64 KB of data), the data is truncated in Crystal reports when ARDBC is used. Diary fields with fewer than 65,000 characters appear to be displayed correctly. This limitation is being tracked by BusinessObjects.
68
AR System issues
Issue ID SW00252538
Description On Informix servers, a query-by-example (QBE) search fails when a character field in the search contains a backslash (\) because the backslash is used as an escape character. For example, suppose a character field contains values in the database such as paths to files:
'Install Path' = "C:\Program Files\Remedy"
If you try to run a QBE search for C:\Program Files\, no matching results are returned. SW00272541 When you create a form in AR System release 7.1.00 that contains a character field with the field label positioned above the field, the field might be formatted incorrectly after you save the form. To work around this problem, position the label to the left of the field. When you attempt to view download log files or license usage reports from the BMC Remedy AR System Administration Console, the file might not open if you are using Internet Explorer 6.x or 7.x. Instead, another Server Information form or Add or Remove Licenses form opens. This is due to security precautions in the browser. To work around this issue:
1 In Internet Explorer, choose Tools > Internet Options. 2 Click the Security tab. 3 Click the Custom Level button. 4 Select the Enable option under Downloads > Automatic prompting for file downloads. 5 Close Internet Explorer and open it again.
SW00275027
Java plug-in server

Issue ID SW00275178 and SW00273339 Description Java plug-in server on HP-UX: Java plug-in server crashes with a SIGSEGV (11) error when you try to use a Java plug-in. This occurs when the JNI layer is loaded on the Java plug-in server. To work around this problem, enter the following setting in the pluginsvr_config.xml file:
<loadNativePluginHost>False</loadNativePluginHost>
This setting disables the JNI interface on the Java plug-in server; therefore, you cannot use C plug-ins with this setting in place. Java plug-in server on Solaris: The <loadNativePluginHost> setting is ignored on Solaris. The JNI layer is disabled on Solaris to avoid a similar error.
69
Encryption
Issue ID SW00275038 Description AIX platform with IBM JRE 1.5: AR System 7.1.00 products that use Java, including BMC Remedy Mid Tier, BMC Remedy Email Engine, and Flashboards, fail to work when BMC Remedy Encryption is installed and configured. The problem occurs with Standard, Performance, and Premium encryption levels. To work around this problem, perform the following steps:
1 Complete all AR System 7.1.00 product installations 2 Download the unlimited jurisdiction policy files provided by IBM from http://www-128.ibm.com/developerworks/java/jdk/security/ 3 Unpack the file included .jar files and copy them into the ../jre/lib/security/ directory.
SW00275091
AIX platform and with IBM JRE 1.5: Even with the workaround described in SW00275038, the Java plug-in server cannot connect to the AR System server when encryption is in use. BMC plans to address this problem in an upcoming release.
Windows clients
Issue ID SW00263713 Description BMC Remedy Administrator does not assign field IDs for new fields until you save the form you are creating or modifying. Until you save the form, new fields have an ID of 0. Therefore, if you turn on form auditing from the Form Properties window when you are creating a form, you cannot use the new fields in the audit forms qualifier until you save the form. To work around this issue, save the form first before entering a qualification for auditing, or provide a field ID for the newly created field and then use that ID in the qualification. SW00266713 In AR System 7.1.00, licenses cannot be deleted from the Add/Remove Licenses form in any version of BMC Remedy Administrator. To delete licenses, log in to the Administration Console, and click System > General > Add or Remove Licenses. In BMC Remedy User, the Service active link action does not function properly if keywords or functions are included in the output mapping. Before it executes the service call, BMC Remedy User sets the values in the mapped fields. The values should not be displayed until the call is executed. The Service action works correctly in the mid tier.
SW00269586
70
AR System issues
Internationalization
Bug Number SW00233028 Description When importing definitions in a character set other than Western, you might encounter an error. For example, you might import from a client on a Chinese machine to a Chinese Unicode server. The definition file is in Western encoding, but the Western character set is not specified. While importing the definition file, the client assumes it should use its code set, which is Chinese. The characters are validated against the Chinese code set, and it contains some characters that are not validated. To solve this problem and specify the character set in the definition file, perform one of the following tasks: Export the definition file again using the 7.0 version of BMC Remedy Administrator. Manually add the following line to the definition file:
char-set: Western
SW00271629
BMC Remedy User, Russian: The following buttons in the Print Preview dialog box appear in English: Next Page, Prev Page, Zoom In, Zoom Out, and Close. This is because Russian is not supported in the Microsoft Foundation Class library.
Documentation
Issue ID No issue ID Description In the Master Index, page numbers that reference topics in the Approval Server guide are 12 pages too low. If you use a hard copy of the Master Index, add 12 pages to the page numbers in Approval Server (AP) guide entries. For example, to find information referred to by the index entry approving requests AP 40, go to page 52. If you click links to the Approval Server guide in the PDF version of the Master Index (MasterIndex-710.pdf), they automatically go to the page containing the referenced information. No issue ID In the Configuring guide, the procedure To map all other server IP addresses to the AR System server IP address contains typographical errors. Correct the example entries for the ar.conf (ar.cfg) file for server A to read:
Map-IP-Address: <Server_B_IP_Address> <Server_A_IP_Address> Map-IP-Address: <Server_C_IP_Address> <Server_A_IP_Address>
In both cases, the word Map should have an initial capital only, and Map-IP-Address should be followed by a colon (:).
71
Issue ID No issue ID
Description If you download the Master Index for AR System release 7.1.00 from the Customer Support site (http://www.bmc.com/support_home), follow these steps to use the links in the Master Index.
1 Download and store the Master Index and the related AR System 7.1.00 documents in the
same directory.
2 Rename the PDF files as follows:
Downloaded file name

69403.pdf 69387.pdf 69388.pdf 69389.pdf 69390.pdf 69391.pdf 69392.pdf 69393.pdf 69394.pdf 69395.pdf 69396.pdf 69397.pdf 69398.pdf 69399.pdf 69400.pdf 69401.pdf 69405.pdf
New file name

MasterIndex-710.pdf Concepts-710.pdf Installing-710.pdf Getting-Started-710.pdf Form-App-Objects-710.pdf Configuring-710.pdf Workflow-Objects-710.pdf Mid-Tier-710.pdf Integrating-710.pdf DSO-710.pdf Flashboards-710.pdf Error-Messages-710.pdf Database-Ref-710.pdf Email-Engine-710.pdf Opt-Troubleshoot-710.pdf C-API-Ref-710.pdf Approval-Server-710.pdf
No issue ID
Replace the first two paragraphs of the section Obtaining license keys on page 35 of the Configuring guide with the following paragraphs: A license key is a value that enables you to activate a license. In AR System 7.1.00, only AR System server (AR Server) licenses require keys. Each key is tied to a particular host; therefore, for each host on which you install an AR System server, a unique AR Server license key must be entered in the Add or Remove Licenses form (see Adding licenses on page 36). If you purchase your AR Server license through a BMC sales representative or over the web, information about obtaining a permanent license key for your server will be sent to you after your purchase is processed. While the purchase is being processed, you can request a temporary license key for your server on the Licensing & Passwords page of the BMC Customer Support website at http://www.bmc.com/support_home.
72
Mid tier issues
Description The Status field on the User form is not documented in the Configuring guide. This field has two options: Current: Indicates an active user account. Disabled: Indicates that the account is invalidated and can no longer be used. The Password Management workflow sets the Status to Disabled based on the password policy set in the User Password Management Configuration form. (Selecting Disabled in the User form does not trigger the workflow that disables the user.)
SW00259698
Appendix C of the Configuring guide describes command line options for arcache and arreload. As of release 7.1.00, both arcache and arreload no longer support the -s (server) option. Both run against the local host only.
Mid tier issues

This section describes general issues related to BMC Remedy Mid Tier and web services. For information about mid tier installation and upgrade issues, see the appropriate subsection under Installation and upgrade issues on page 60.
Mid tier
Issue ID No issue ID Description If you perform a search using the Advanced Search Bar in a browser and include the date, time, or date/time field, you receive different results if your browser's time zone is not the same as the mid tier's time zone. If you use the query-by-example method, the search results are correct. No issue ID If a URL parameter contains the string value of %2500 (the URL encoded value for %00), ServletExec fails with a 500 Internal Error, and the ServletExec.log shows the following exception:
java.lang.StringIndexOutOfBoundsException
The URL can be the URL you are using to access a form (and any parameters in it), or it can be a URL that the mid tier is using for workflow processing. This problem can occur at any time during the opening of a form or during the workflow processing of the form. To work around this issue, upgrade to the ServletExec Hotfix after 5.0.0.11. No issue ID BMC cannot support any version of BEA Web Logic due to a defect in Web Logic Server. BEA Support has logged a defect (CR313932), and the BEA Systems development team will supply a patch for the issue in the future. When using tabs in Internet Explorer 7, if you open a form and it is not the first tabbed window, the form does not open to full screen even if the Maximize Window option is set in the form views properties. When you try run a Crystal Report in a browser, the web page displays a Page Not Found message. Troubleshooting tip: If you believe that your Report Location value is correct, make sure that it that does not end with an extra slash. For example, http://<server_name>:8080 is correct, not http://<server_name>:8080/.
No issue ID
No issue ID
73
Description When working with BusinessObjects XI on Windows XP or Windows Server 2003 running on IIS 6.0 with ServletExec, you might receive the following error message:
Failed to process the request!! The argument has an invalid value C:\WINDOWS\TEMP\~cpe{6B0A492A-8AE3-471ABF5C-156846E58400}.jpg com.crystaldecisions.sdk.exception.SDKException$InvalidArg?: The argument has an invalid value C:\WINDOWS\TEMP\~cpe{6B0A492A-8AE3-471A-BF5C156846E58400}.jpg
To work around this problem, perform the following two procedures. To configure IIS 6.0 to IIS 5.0 isolation mode:
1 In IIS Manager, expand the local computer, right-click Web Sites, and select Properties. 2 Click the Service tab, select the Run WWW service in IIS 5.0 isolation mode check box. 3 Click OK. 4 To start the WWW service, click Yes.
To set the permissions for the WINDOWS or WINNT folder to allow the IIS service access it:
1 In Windows Explorer, right-click on the WINDOWS or WINNT folder, and select Properties. 2 Click the Security tab. 3 Add the group that represents IIS services. 4 Set the permissions to read and write for that group. 5 Re-start the IIS.
SW00251451 and SW00267478
In Internet Explorer 6.0 Service Pack 2 or later, when the mid tier requests multiple file downloads, only one file download dialog box is displayed (sometimes, you might receive two). For example, if you created multiple PERFORM-ACTION-SAVE-ATTACHMENT Run Process active links, a Save As dialog box would appear only for the first request. This behavior is an issue with Internet Explorer 6 Service Pack 2 and Internet Explorer 7 on all Microsoft operating systems. The defect applies to all download actions such as Save Attachment, Export, or Report.
SW00253303
For Windows installations with Tomcat as the servlet engine, information about the IIS web server does not appear in the Overview page of the configuration tool. This is because the mid tier cannot get IIS information from Tomcat. When you view a form in Internet Explorer 7.0, the fields might overlap or be cut off when you change the zoom level. For example, if you change the zoom to 125%, you might see text overlap a radio button, or if you change the zoom to 75%, the edges of a character field might be cut off. To display the form properly, set the zoom level to 100%. Tomcat servlet engine on Windows and Linux: When the browser sends more than 3000 characters that include multi-byte characters and the data does not contain any new line character, the error ARERR9350 appears. When using IIS-Tomcat redirector, AR System form names that contain slash (/) characters cause errors and do not open. To work around this problem, add the allow_encoded_slash property to the registry (REG_DWORD) or the properties file, and set the property to 1. Additionally, enter %2F to encode the slash in the forms URL.
SW00256803
SW00260402
SW00262100 and SW00266988
74
Mid tier issues
Issue ID SW00269164
Description When using the 7.1.00 mid tier, the Back button does not work properly in browsers that are displaying AR System forms. In an Internet Explorer browser, you must click the Back button twice to return to a previous page. In a Firefox browser, the Back button does not take you to the previous page; it takes you back to an interim (loading) page with some information from the current page.
SW00269500
Internet Explorer on Windows 2003 Server has security checks that prevent embedded OLE objects from running or displaying. If you try to open an attachment in a form that contains embedded OLE objects, you receive the following warning:
This document contains code that your security settings do not allow, so it might not display correctly.
Then, the attachment is displayed, but you do not see any of the OLE objects. To see the embedded OLE objects, download the file and open Properties dialog box for the file. Then, click the Unblock button under the General tab. SW00270393 When you sort a table field on more than one column, the sorted data might not appear in the same order when viewed in a browser as when viewed in BMC Remedy User. This is because the BMC Remedy Mid Tier uses the Server to sort the data based on the most recent request, while BMC Remedy User also takes a previous sort request into account. Also, when multiple rows of data in the sorted column contain the same value, the order in the non-sorted columns might differ when viewed in a browser and in BMC Remedy User. SW00272510 With the Tomcat JSP engine installed, when you display a report created with Crystal Reports, a Java IllegalStateException error might appear in the Tomcat stdout.log file, although the report prints correctly. This issue is known to BusinessObjects. For more information and suggested workarounds, search the following BusinessObjects web sites:
http://technicalsupport.businessobjects.com/KanisaSupportSite. Use the knowledge base article ID c2017470 as the search term. http://support.businessobjects.com/forums/. Use the search term: crystalimagehandler.jsp causes IllegalStateException
SW00273281
Mid Tier with the AR System server on a Japanese UNIX machine: Double-byte characters do not display correctly in the column headings of reports viewed from the web. They appear correctly when the report is viewed in BMC Remedy User. The following issue occurs when you run BMC Remedy Mid Tier with Tomcat on any platform. For multi-byte languages using Unicode (UTF-8), when a request is sufficiently large and spans more than 1 IP packet and a multi-byte character is split over 2 different IP packets, the split character is decoded as 2 garbage characters instead of 1 character during decoding of the request stream. BMC will provide a fix for this issue in patch 001 of release 7.1.00, and in patch 005 of release 7.0.01.
SW00273500
75
Web services
Issue ID SW00241515 SW00267592 Description Java 5.0 (1.5.0) applications are not supported on HP-UX 11.0 or on PA-RISC 1.1 systems. The minimum system for running Java 5.0 applications is a PA-RISC 2.0 with HP-UX 11.11. Depending on the web server you are using, you might see the following error message when you start the BMC Remedy Mid Tier.
2007-03-13 10:44:01,593 WARN [Thread-1] org.apache.axis.utils.JavaUtils (JavaUtils.java:1285) - Unable to find required classes (javax.activation.DataHandler and javax.mail.internet.MimeMultipart). Attachment support is disabled.
This error message occurs because two jar files that are required by Axis for attachment support are missing. These are not a part of the BMC Remedy Mid Tier distribution. (Some web servers include this in their distribution, and you do not see the error message.) Without these, any web service calls that use attachments might not work as intended. To work around this issue:
1 Copy the activation.jar file to <mid tier installation folder>/web-Inf-lib.
You can download the file from http://java.sun.com/products/javabeans/glasgow/ jaf.html. Version 1.0.2 is recommended.
2 Download the mailapi.jar file to <mid tier installation folder>/web-Inf-lib.
You can download this from http://java.sun.com/products/javamail/. Version 1.3 is recommended. If you are consuming web services that use attachments, copy these files to the AR System server installation folder as well. SW00270345 and SW00219001 When a form contains a character field populated with a numerical value, and the search qualification contains an XPATH element, AR System might return the error
ARERR 313: Data types are not appropriate for relational operation.
To work around this issue, position the field name to the left of the XPATH element in the qualification. For example, for a character field named Associated Customer that contains values such as 000000000062797, construct a qualification similar to the following:
'Associated Customer' = XPATH(/ROOT/CMSCustomerKey) AND 'Status' = "Active"
76
Email Engine issues
Email Engine issues

This section describes general issues related to BMC Remedy Email Engine. For information about Email Engine installation and upgrade issues, see the appropriate subsection under Installation and upgrade issues on page 60.
Issue ID No issue ID Description There is an incoming and outgoing memory leak with the BMC Remedy Email Engine while using the MAPI protocol. The processes java.exe and aremaild.exe (if running as a service) appear to grow continually, using excessive memory resources. This is a non-BMC-Remedy issue. This is addressed in a post-SP1 hotfix roll-up for Outlook 2003, and in Outlook 2003 SP2. You must install one of these fixes to prevent the memory leak. See http://support.microsoft.com/search/ and search for 906451 and 839629. No issue ID There is an Outlook 2003 problem with the MAPILogonEx function, which creates security tokens that are not disposed of after the function completes. BMC Remedy filed a ticket with Microsoft to solve this problem. This problem is corrected in a hotfix and in Outlook 2003 SP2. See http://support.microsoft.com/search/ and search for 892057. No issue ID Microsoft has documented a registry handle leak that affects MAPI-based applications with Outlook 2003 or Outlook 2002. See in http://support.microsoft.com/search/ and search for 893420. Exchange Server 2007: If the incoming mailbox of the Email Engine is configured for Exchange Server 2007 with the POP3 or IMAP4 protocol, set the value of the POP3 or IMAP4 service property -LoginType to PlainTextLogin. For more information about how to set this property, see your Exchange Server 2007 documentation.
No issue ID
Flashboards issues
This section describes general issues related to BMC Remedy Flashboards. For information about Flashboards installation and upgrade issues, see the appropriate subsection under Installation and upgrade issues on page 60.
Issue ID SW00241454 Description If you import a flashboard that has a set of Unicode characters from a different language, or if you rename the flashboard with characters from a different language, the characters in the flashboard could become corrupted. To work around this problem, import all of the objects.
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*32538* *32538* *32538* *32538*
*83523*

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BMC Remedy Action Request System 7.1.

Release Notes with Open Issues

Contacting BMC Software

United States and Canada

Outside United States and Canada

Restricted Rights Legend

Support by telephone or email

Before Contacting BMC Software

Release Notes with Open Issues

Important information about AR System

Important information about AR System

BMC Remedy Action Request System 7.1.00

Whats new in AR System 7.1.00

Release Notes with Open Issues

Whats new in AR System 7.1.00

Chapter 1 Important information about AR System

BMC Remedy Action Request System 7.1.00

BMC Remedy Migrator features

Release Notes with Open Issues

system requirements and you understand any dependencies for AR System.

is an open issue with a known resolution or workaround.

Accessing the sample application

Chapter 1 Important information about AR System

BMC Remedy Action Request System 7.1.00

Release Notes with Open Issues

BMC Remedy Action Request System 7.1.00

Languages and character-set encodings supported

Non-Unicode AR System servers

Release Notes with Open Issues

Localized forms included

Unicode AR System servers

Localized forms included

BMC Remedy Action Request System 7.1.00

AR System installed in an international environmentOracle on UNIX only

Default font settings

Release Notes with Open Issues

European language issues

European language issues

Euro symbol and Oracle

Database compatibility issues

Product compatibility matrixes

Japanese language issues

BMC Remedy Action Request System 7.1.00

Input method editor (IME)

Issues with Unicode

Corrupting views while adding fields to another view

To clear the check boxes in the Add New group

Release Notes with Open Issues

Creating and editing localized views

Entering URLs containing non-alphanumeric characters

BMC Remedy Action Request System 7.1.00

Support of Unicode with multiple languages on shared database

Release Notes with Open Issues

Before you install

Before you install

BMC Remedy Action Request System 7.1.00

Issues to consider before installing AR System

Upgrading your server

Upgrading to a Unicode AR System server

Release Notes with Open Issues

Issues to consider before installing AR System

Remedy Developer Plus

Modify paths during Oracle installation