Installing 700

BMC Remedy Action Request System 7.
Installing
May 2006 Part No: 58463
Copyright 19912006 BMC Software, Inc. All rights reserved. BMC, the BMC logo, all other BMC product or service names, BMC Software, the BMC Software logos, and all other BMC Software product or service names, are registered trademarks or trademarks of BMC Software, Inc. All other trademarks belong to their respective companies. BMC Software, Inc., considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable end user license agreement or nondisclosure agreement for the product and the proprietary and restricted rights notices included in this documentation. For license information about the OpenSource files used in the licensed program, please read OpenSourceLicenses.pdf. This file is in the \Doc folder of the distribution CD-ROM and in the documentation download portion of the Remedy Electronic Software Distribution (ESD). Restricted Rights Legend
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Contacting Us If you need technical support for this product, contact Customer Support by email at support@remedy.com. If you have comments or suggestions about this documentation, contact Information Development by email at doc_feedback@bmc.com. This edition applies to version 7.0 of the licensed program.
BMC Software, Inc.

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Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Obtaining system requirements and software . . . . . . . . . . . . . . . 10 Troubleshooting the installation . . . . . . . . . . . . . . . . . . . . 10 AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Learn about the AR System Developer Community . . . . . . . . . . . . 13 Why should you participate in the Developer Community? . . . . . . . . 13 How do you access the Developer Community? . . . . . . . . . . . . . 13
Chapter 1
Planning an AR System installation . . . . . . . . . . . . . . . . 15

Choosing a configuration. . . . . . . . . . . . . . . . . . . . . . . . 16 Sample configurations . . . . . . . . . . . . . . . . . . . . . . . . . 19 Configuring with minimum requirements . . . . . . . . . . . . . . . 19 Extending configuration to multiple servers. . . . . . . . . . . . . . . 21 Extending configuration to the Web . . . . . . . . . . . . . . . . . . 22 Extending configuration to include email access . . . . . . . . . . . . . 24 Licensing AR System . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Chapter 2
Getting ready to install . . . . . . . . . . . . . . . . . . . . . . 27

UNIX installation roadmap. . . . . . . . . . . . . . . . . . . . . . . 28 Windows installation roadmap . . . . . . . . . . . . . . . . . . . . . 29 Important documents to review . . . . . . . . . . . . . . . . . . . . . 30
Contents
BMC Remedy Action Request System 7.0
Preinstallation considerations specific to UNIX . . . . . . . . . . . . . . 30 Increased transactions and users . . . . . . . . . . . . . . . . . . . 30 Installing as non-root . . . . . . . . . . . . . . . . . . . . . . . . 31 Preparing your system . . . . . . . . . . . . . . . . . . . . . . . . . 32
Chapter 3
Running the AR System installer . . . . . . . . . . . . . . . . . 35

Running the installation on UNIX . . . . . . . . . . . . . . . . . . . . 36 Running the installation on Windows . . . . . . . . . . . . . . . . . . 38
Chapter 4
Installing AR System with Microsoft SQL Server . . . . . . . . . . 39

Preparing your Microsoft SQL server . . . . . . . . . . . . . . . . . . 40 Preparing for Unicode . . . . . . . . . . . . . . . . . . . . . . . . 40 Working with a firewall . . . . . . . . . . . . . . . . . . . . . . . 41 Filling in the worksheet for installing AR System with Microsoft SQL Server . 41 Step 1. Enter basic AR System information . . . . . . . . . . . . . . . 42 Step 2. Enter database-related information . . . . . . . . . . . . . . . 45 Step 3. Complete the installation . . . . . . . . . . . . . . . . . . . 50 Installing in a non-English language . . . . . . . . . . . . . . . . . . . 51
Chapter 5
Installing AR System with Oracle . . . . . . . . . . . . . . . . . 53

Preparing your Oracle database . . . . . . . . . . . . . . . . . . . . . 54 Preparing for Unicode . . . . . . . . . . . . . . . . . . . . . . . . 55 Oracle environment variables . . . . . . . . . . . . . . . . . . . . . . 56 Checking rollback segments and Undo spaces . . . . . . . . . . . . . . . 57 Filling in the worksheet for installing AR System on UNIX with Oracle . . . 57 Filling in the worksheet for installing AR System on Windows with Oracle . . 65 Step 1. Enter basic AR System information . . . . . . . . . . . . . . . 66 Step 2. Enter database-specific information . . . . . . . . . . . . . . . 69 Step 3. Complete the installation . . . . . . . . . . . . . . . . . . . 74
4 Contents
Installing
Chapter 6
Installing AR System with Sybase . . . . . . . . . . . . . . . . . 75

Preparing your Sybase database . . . . . . . . . . . . . . . . . . . . . 76 Preparing for Unicode . . . . . . . . . . . . . . . . . . . . . . . . 76 Filling in the worksheet for installing AR System on UNIX with Sybase . . . 77
Chapter 7
Installing AR System with DB2
. . . . . . . . . . . . . . . . . . 85
AR System components added during installation . . . . . . . . . . . . . 86 Preparing your DB2 database . . . . . . . . . . . . . . . . . . . . . . 87 Preparing for Unicode . . . . . . . . . . . . . . . . . . . . . . . . . 88 Upgrading a DB2 database for Unicode . . . . . . . . . . . . . . . . 88 Installing a new DB2 database or overwriting an existing database . . . . . 89 Filling in the worksheet for installing AR System on UNIX with DB2 . . . . 89 Filling in the worksheet for installing AR System on Windows with DB2 . . . 99 Step 1. Enter basic AR System information . . . . . . . . . . . . . . 100 Step 2. Enter database-specific information . . . . . . . . . . . . . . 103 Step 3. Complete the installation . . . . . . . . . . . . . . . . . . 109
Chapter 8
Installing AR System with Informix . . . . . . . . . . . . . . . 111

Preparing your Informix database . . . . . . . . . . . . . . . . . . . . 112 Preparing for Unicode . . . . . . . . . . . . . . . . . . . . . . . 113 Filling in the worksheet for installing AR System on UNIX with Informix . . 113
Chapter 9
WindowsInstalling AR System clients . . . . . . . . . . . . . 121

Preparing to install AR System clients . . . . . . . . . . . . . . . . . . 122 Specifying the user configuration directory . . . . . . . . . . . . . . 122 Understanding the default Home directory . . . . . . . . . . . . . . 122 Installing an AR System server . . . . . . . . . . . . . . . . . . . 122 Uninstalling existing versions (BMC Remedy User overwrite) . . . . . . 123 Preparing for BMC Remedy Alert . . . . . . . . . . . . . . . . . . 123 Reviewing the documentation . . . . . . . . . . . . . . . . . . . 124 AR System client installation worksheet . . . . . . . . . . . . . . . . . 124 Installing BMC Remedy Administrator . . . . . . . . . . . . . . . . . 125 Installing BMC Remedy User . . . . . . . . . . . . . . . . . . . . . . 127 Installing BMC Remedy Alert . . . . . . . . . . . . . . . . . . . . . . 131 Uninstalling AR System clients . . . . . . . . . . . . . . . . . . . . . 134
Contents
Appendix A
Locating AR System files and forms . . . . . . . . . . . . . . . 135

AR System server and components . . . . . . . . . . . . . . . . . . . 136 AR System clients and components . . . . . . . . . . . . . . . . . . . 136 AR System server files on UNIX . . . . . . . . . . . . . . . . . . . . . 137 AR System files on Windows . . . . . . . . . . . . . . . . . . . . . . 138 Windows AR System server file locations . . . . . . . . . . . . . . . 138 Windows AR System client files . . . . . . . . . . . . . . . . . . . 140 BMC Remedy SNMP Agent files . . . . . . . . . . . . . . . . . . 140 Forms installed with AR System . . . . . . . . . . . . . . . . . . . . . 141 Basic server installation . . . . . . . . . . . . . . . . . . . . . . 141 LDAP packages . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Appendix B
Server options in AR System installation . . . . . . . . . . . . . 143

Server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Destination directory . . . . . . . . . . . . . . . . . . . . . . . . . 145 Port numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Registering with a portmapper . . . . . . . . . . . . . . . . . . . 146 Assigning port numbers . . . . . . . . . . . . . . . . . . . . . . 147 System components . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Centralized preferences . . . . . . . . . . . . . . . . . . . . . . 148 API suite and plug-ins . . . . . . . . . . . . . . . . . . . . . . . 148 Samples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 AR System database names and passwords . . . . . . . . . . . . . . . . 150 Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 New or overwrite . . . . . . . . . . . . . . . . . . . . . . . . . 151 Upgrade, overwrite, or share options. . . . . . . . . . . . . . . . . . . 151 Upgrade option. . . . . . . . . . . . . . . . . . . . . . . . . . 151 Overwrite option . . . . . . . . . . . . . . . . . . . . . . . . . 152 Share option for server groups . . . . . . . . . . . . . . . . . . . 152 Upgrading or overwriting the BMC Remedy Full Text Search option . . . 153 Plug-in components . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Web services . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 BMC Remedy SNMP Agent . . . . . . . . . . . . . . . . . . . . 154 Unicode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Startup options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
6 Contents
Installing
Appendix C
Customizing UNIX options . . . . . . . . . . . . . . . . . . . 157

Command options to suppress installation forms . . . . . . . . . . . . . 158 Specifying a platform for installation . . . . . . . . . . . . . . . . . . 158
Appendix D
Worksheet for SNMP configuration during AR System installation 159

UNIXSNMP portion of installer . . . . . . . . . . . . . . . . . . . 160 WindowsSNMP portion of installer . . . . . . . . . . . . . . . . . . 163
Appendix E
Mounting a CD-ROM on a UNIX system . . . . . . . . . . . . . 167

Mounting the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . 168 Exporting the CD-ROM from a remote host . . . . . . . . . . . . . . . 169 Mounting the remote CD at your local host. . . . . . . . . . . . . . . . 170
Appendix F
Troubleshooting your installation . . . . . . . . . . . . . . . . 171

Checking client installation log files . . . . . . . . . . . . . . . . . . . 172 Troubleshooting the AR System installation . . . . . . . . . . . . . . . 172 UNIXStarting and stopping the AR System server manually . . . . . . 172 UNIXClients unable to connect to the AR System server . . . . . . . 174 Web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 Starting and stopping the AR System server manually . . . . . . . . . . . 175 WindowsStarting AR System server . . . . . . . . . . . . . . . . 175 WindowsStopping the AR System server . . . . . . . . . . . . . . 176 WindowsUninstalling AR System server . . . . . . . . . . . . . . . . 177
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Contents
8 Contents
Preface
Important: The compatibility information listed in the product documentation is subject to change. See the compatibility matrix at http://supportweb.remedy.com 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. This guide provides general information and step-by-step instructions for installing the BMC Remedy Action Request System 7.0 server (AR System), BMC Remedy Mid Tier, BMC Remedy User, BMC Remedy Administrator, BMC Remedy Alert, and optional components. The guide is intended for system administrators who will install the AR System components. To successfully install the components, you should be familiar with the environment you are installing the server on (UNIX or Windows), database configuration, and web configuration. When you have completed the steps in this guide, see the Configuring guide for information about how to configure the AR System, and the Form and Application Objects guide for information about how to create and maintain AR System applications.
Note: Read the Release Notes before you perform any of the steps in this chapter. Check the Customer Support website for updated information about software patches and the compatibility matrix.
Preface
Obtaining system requirements and software

System requirements vary for server and client computers, and for international environments. You might need to upgrade your operating system (or, in the case of servers, your database) to be compatible with the new version of AR System. See the following documents for the most current information about system requirements, including international and client requirements and patch requirements: Release notes: http://supportweb.remedy.com Product compatibility matrix: http://supportweb.remedy.com
Note: To access the Customer Support website, you must have a support contract.
AR System software is available by HTTP download or on CD-ROM. If you download AR System, you will receive a password when you make your purchase. You must have a password to download the software and documentation. For more information about obtaining software, contact your sales representative, email upgrade@remedy.com, or go to http://www.remedy.com. Clients are available for Windows only. Client computers must have network access to the installed AR System servers they will connect to. This requires any of the network adapter cards (that support TCP/IP protocol or Windows sockets) needed by the networking software to connect to the network where the AR System server resides.
Troubleshooting the installation

The installers for AR System clients and servers each provide a log file (*_install.log) that captures installer activity. The logs are located in a temporary directory on the hard drive where you install the AR System client. (On UNIX, they are located in /usr/tmp.) Use these files to troubleshoot your installation.
10 Preface
Installing
AR System documents
The following table lists documentation available for AR System products. Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on AR System product installation CDs, on the Customer Support site (supportweb.remedy.com), or both. You can access product Help through each products Help menu or by clicking on Help links.
Title Concepts Description Audience
Overview of AR System architecture and features with Everyone in-depth examples; includes information about other AR System products as well as a comprehensive glossary for the entire AR System documentation set. Procedures for installing AR System. Administrators
Installing Getting Started
Introduces topics that are usually only learned when first Everyone starting to use the system, including logging in, searching for objects, and so on. Describes components necessary to build applications in Developers AR System, including applications, fields, forms, and views. Contains all of the workflow information. Contains information about configuring AR System servers and clients, localizing, importing and exporting data, and archiving data. Developers Administrators
Form and Application Objects
Workflow Objects Configuring
Installing and Administering BMC Remedy Mid Tier Integrating with Plug-ins and Third-Party Products Optimizing and Troubleshooting
Contains information about the mid tier, including mid Administrators tier installation and configuration, and web server configuration. Discusses integrating AR System with external systems using plug-ins and other products, including LDAP, OLE, and ARDBC. Administrators /Developers
Server administration topics and technical essays related Administrators to monitoring and maintaining AR System for the purpose of optimizing performance and troubleshooting problems.
AR System documents
11
Title Database Reference
Description
Audience
Database administration topics and rules related to how Administrators AR System interacts with specific databases; includes an overview of the data dictionary tables. Server administration and procedures for implementing Administrators a distributed AR System server environment with the BMC Remedy Distributed Server Option (DSO). Flashboards administration and procedures for creating Administrators and modifying flashboards and flashboards components /Programmers to display and monitor AR System information. Information about AR System data structures, C API function calls, and OLE support. Quick reference to C API function calls. Information about Java classes, methods, and variables that integrate with AR System. Procedures for installing, configuring, and using the BMC Remedy Email Engine. List and expanded descriptions of AR System error messages. Combined index of all books. Information about new features list, compatibility lists, international issues, and open and fixed issues. Procedures for using BMC Remedy User. Procedures for using BMC Remedy Import. Procedures for creating and modifying an AR System application for tracking data and processes. Procedures for using BMC Remedy Alert. Administrators /Programmers Administrators /Programmers Administrators /Programmers Administrators Administrators /Programmers Everyone Everyone Everyone Administrators Administrators Everyone
Administering BMC Remedy DSO Administering BMC Remedy Flashboards C API Reference C API Quick Reference Java API * Administering BMC Remedy Email Engine Error Messages Master Index Release Notes BMC Remedy User Help BMC Remedy Import Help BMC Remedy Administrator Help BMC Remedy Alert Help BMC Remedy Mid Tier Configuration Tool Help
*.
Procedures for configuring the BMC Remedy Mid Tier. Administrators
A JAR file containing the Java API documentation is installed with the AR System server. Typically, it is stored in C:\Program Files\AR System\Arserver\Api\doc\ardoc70.jar on Windows and /usr/ar/<server_name>/api/doc/ardoc70.jar on UNIX.
12 Preface
Installing
Learn about the AR System Developer Community

If you are interested in learning more about AR System, looking for an opportunity to collaborate with fellow AR System developers, and searching for additional resources that can benefit your AR System solution, then this online global community sponsored by BMC Remedy is for you. In the Developer Community, you will find collaboration tools, product information, resource links, user group information, and be able to provide BMC Remedy with feedback. The Developer Community offers the following tools and information: Community message board Community Downloads AR System Tips & Tricks Community recommended resources Product information User Experience Design tips
Why should you participate in the Developer Community?

You can benefit from participating in the Developer Community for the following reasons: The community is a direct result of AR System developer feedback. BMC Remedy provides unsupported applications and utilities by way of Community Downloads, an AR System application. BMC Remedy posts the latest AR System product information in the Developer Community to keep you up to date. It is an opportunity to directly impact product direction through online and email surveys. Its free!
How do you access the Developer Community?

Go to supportweb.remedy.com, and click the Developer Community link.
Learn about the AR System Developer Community
13
14 Preface
Chapter
Planning an AR System installation

AR System has many system components and configuration options. Planning is key to a successful installation. The following topics are provided: Choosing a configuration (page 16) Sample configurations (page 19) Licensing AR System (page 24)
Planning an AR System installation
15
Choosing a configuration
AR System consists of server and client components that you combine to create the types of access you want to enable. Certain components are required for all AR System installations, while other components are optional. This chapter describes the following configurations: Configuring with minimum requirements on page 19 Extending configuration to multiple servers on page 21 Extending configuration to the Web on page 22 Extending configuration to include email access on page 24 The sample configurations shown in this chapter do not represent all possible combinations. Configurations are also flexible; you can change your configuration any time. The AR System has a flexible and scalable architecture, and can be configured depending on current and future needs. After you have chosen a configuration, you must prepare your database and the computer on which you will install AR System before you start the installation. The following chapters contain instructions for preparing your database and AR System server.
16 Chapter 1Planning an AR System installation
Installing
Each of the following components is represented by a graphic in the sample configurations in this chapter.
AR System server The AR System server can be installed on UNIX or Windows. However, the clients used for licensing and administration are available only for Windows, so you must have a Windows client computer to administer and license a UNIX server. The AR System server is the primary component that manages user interaction with the underlying database. The AR System server interacts with the database and provides information to the user independent of the underlying database. For more information, see the Concepts guide. Database The database can be installed on any computer that is accessible to the AR System server. AR System can be installed with a variety of underlying databases, such as Microsoft SQL Server or Oracle. The AR System installer creates an AR System database with a series of tables that make up a data dictionary where form, filter, escalation, and other definitions are stored. The AR System installer also creates the user of the AR System database. The structure of the AR System database varies depending on the underlying database. For more information, see the Database Reference Guide. BMC Remedy Mid Tier BMC Remedy Mid Tier can be installed on a UNIX or Windows system. Mid tier is optional middleware that enables AR System access through a browser. A web server and the mid tier must be installed on the same computer. This computer can be networked to the AR System server computer. One mid tier can permit access to multiple AR System servers. BMC Remedy Mid Tier Configuration Tool is installed with the mid tier. Use this tool to define which AR System servers the mid tier can access. The mid tier requires several compatible components to function correctly. Check the compatibility matrix on the Customer Support website at http://supportweb.remedy.com to see if your current components are compatible with this version of the mid tier. Client computers must have a supported browser installed. Users need AR System permissions to submit AR System requests and search the database through the web. For more information, see the Concepts guide.
Choosing a configuration
17
BMC Remedy Administrator BMC Remedy Administrator is installed on Windows. This client, which you can use to manage multiple AR System servers, is required to administer licenses, administer and configure AR System servers, and design AR System applications. BMC Remedy Import is installed with BMC Remedy Administrator. BMC Remedy Import is a separate component that is designed for importing data into AR System. For more information, see BMC Remedy Administrator help. BMC Remedy User BMC Remedy User is installed on Windows. This client serves two functions. It permits users to access AR System from client computers where they can submit requests and search the database. BMC Remedy User also provides administrative functions. BMC Remedy User and BMC Remedy Administrator both are typically installed on client computers used by administrators. A user can interact with AR System by using BMC Remedy User or through supported browsers connecting to AR System using the mid tier. For more information, see BMC Remedy User help. BMC Remedy Alert BMC Remedy Alert is installed on Windows. BMC Remedy Alert is an optional component that informs users about AR System transactions, such as when a request has been assigned to a user, or when a request has been escalated. BMC Remedy Alert is installed with BMC Remedy User, but can be installed separately. Users can access alerts with BMC Remedy User, or through a browser if the mid tier is installed and BMC Remedy Alert has been configured for the Web.
Installing
BMC Remedy Email Engine Access to AR System servers is available to all supported platforms through the BMC Remedy Email Engine (email engine). The email engine is a process (on UNIX) or a service (on Windows) that transforms email messages into an interface to the AR System server. The email engine enables users to instruct the AR System server to perform queries, submissions, or modifications to entries, all using email. The email engine can also return the results of such requests in email, formatted as plain text, RTF, HTML, or XML content. In addition, the email engine can process notifications using workflow actions, such as filters and escalations. For more information, see the Administering BMC Remedy Email Engine guide. Browser When the mid tier is installed, client computers with a supported browser can access AR System through the Web.
Sample configurations
The graphics on the following pages show the required and optional components in sample configurations. These sample configurations do not demonstrate all possibilities. AR System is flexible, adaptable, and scalable, so you can mix and match components as needed.
Configuring with minimum requirements

The minimum requirements for an AR System configuration are: A databaseYou can install the AR System server on the same computer as the database, or on a remote computer with network access to the database. An AR System serverThe server communicates with, and is the interface to, the database. One or more BMC Remedy Administrator clients for server administrationBMC Remedy Administrator can be installed on the same computer as a Windows AR System server, or installed on a remote computer with network access to a Windows or UNIX AR System server.
19
One or more BMC Remedy User clients for administration and user accessBMC Remedy User is required for some administrative tasks, so both BMC Remedy Administrator and BMC Remedy User are typically installed on client computers used by AR System administrators. BMC Remedy User is required for user access in a minimum configuration and is often installed, although not required, in other configurations if BMC Remedy Mid Tier is installed. One or more BMC Remedy Alert clients for user notification BMC Remedy Alert is an optional tool that receives alert notifications and notifies users proactively that an alert has arrived. It is installed on client computers in the same location as BMC Remedy User.
Figure 1-1: Minimum configuration for AR System
Remedy Administrator
AR System server
ALERT
Database
Remedy User
Installing
Extending configuration to multiple servers

You can extend your system configuration to include two or more AR System servers. For example, you can add another AR System server exclusively for development, or several AR System servers for production. Each AR System server communicates with one database. Multiple AR System servers can communicate with the same database. Multiple AR System servers can reside on the same computer, as long as they are installed in separate directories.
Figure 1-2: Extended configuration for AR System
Remedy User
AR System server
ALERT
Database
ALERT
21
Extending configuration to the Web

When you install BMC Remedy Mid Tier, remember the following guidelines: Install the mid tier and required supporting components on a web server computer to allow users to access AR System through a browser. The web server and mid tier must be installed on the same computer, and this computer can be networked to the AR System server computer. All components can be installed on the same computer, but verify that the computer has adequate resources available (memory, disk space, processor power). Client computers require a supported browser and internet or intranet access to the mid tier computer to access AR System. The mid tier should be installed in a directory separate from other AR System components. You can install the mid tier in its own separate directory under the AR System directory, but not in a subdirectory of another AR System component. For example, do not install the mid tier into the same directory as BMC Remedy Administrator. Both the mid tier directory and the BMC Remedy Administrator directory should be installed in the top-level AR System directory. If you install the mid tier into the same directory as another component, the web server might access the wrong .dll or .jar files. If this occurs, you might see the following error message:
Error. The server encountered an unexpected condition which prevented it from fulfilling the request.
If you see this message, uninstall the mid tier and reinstall it into its own separate directory. In addition to the required mid tier configuration, web configuration requires: One or more BMC Remedy Mid TiersBMC Remedy Mid Tier must reside on a web server computer. A supported web server, Sun Microsystems SDK (which includes the JRE), a supported Java Server Pages (JSP) engine, and a supported browser are required. A single mid tier can access multiple AR System servers. For more information about Sun Java products, go to http://java.sun.com/j2se/.
Installing
User clients that have a supported browser installedNo installation is required on client computers. You can use your browser to access the alert list without installing; however, you must install BMC Remedy Alert to access the Alert notifications and to receive a proactive notice. A browser-only client configuration is suitable for environments in which users will access AR System through a browser. However, you can also install BMC Remedy User on client computers to provide a choice of access tools.
Figure 1-3: Typical web configuration for AR System
Remedy User
Web browsers
AR System server
Mid-Tier
ALERT
Database
ALERT
23
Extending configuration to include email access

To allow users to access AR System through an email client, and to receive notifications, you must install and configure the email engine on each instance of AR System server. The email engine configuration requires: A mail server that supports either SMTP (on UNIX or Windows) or MAPI (on Windows only) for outgoing mail, and POP3, IMAP4, MAPI, or MBOX for incoming mail. The mail server must be accessible by the email engine. A compatible version of Java for your operating system. For more information about using the email engine, see the Administering BMC Remedy Email Engine guide.
Licensing AR System
AR System licensing grants full and legal use of AR System and is required for performing operations that change or update the database (for example, updating requests or records). To run an unlimited AR System server at your site, an AR System server license is required. The Distributed Server Option (DSO) is an additional AR System server option that requires separate, additional licenses. BMC Remedy Mid Tier does not require a separate license.
Note: You do not need a license to install AR System components.
When you upgrade or overwrite an existing AR System, you can preserve your license file so that you do not have to relicense all of your AR System applications. You can evaluate the AR System without purchasing or activating any licenses. However, if you do not purchase a license, you are limited to: A maximum of 2000 records per form. Three fixed licenses. Zero floating licenses. One thread for user actions.
Installing
To license or relicense AR System, you must log in to the Customer Support website at http://supportweb.remedy.com and submit a request for licenses. In addition, if you are upgrading or overwriting, you must attach your existing license file to the license request. After you submit the licensing request, you will receive an email containing licensing information (new customers) or a new license file (upgrade or overwrite customers). See the Configuring guide for information about the types of licenses available, how to request licenses, and how to apply them using BMC Remedy Administrator. For information about licensing applications that you create using BMC Remedy products, see the Installing guide.
Note: Before you request license, review the Release Notes for the latest information.
Licensing AR System
25
Chapter
Getting ready to install
Before you install AR System, you should understand the entire installation process, and you must complete several preinstallation steps. The following topics are provided: UNIX installation roadmap (page 28) Windows installation roadmap (page 29) Important documents to review (page 30) Preinstallation considerations specific to UNIX (page 30) Preparing your system (page 32)
Note: To avoid installation problems, consider installing only one version of AR System on your computer.
Getting ready to install
27
UNIX installation roadmap

The following table lists the steps and the corresponding page number where the information begins for each database.
Oracle 1. Choose a configuration. 2. Review the documentation. 3. Review the installation considerations for UNIX. 4. Review the install options if you need more information about them. 5. Prepare your system to install AR System. 6. Prepare your database. 7. Prepare for Unicode. 8. Complete the install worksheet. 9. Access the installation software. 10. Install AR System. 11. Update rollback segments. (Oracle only) 12. Install the mid tier. (See the Installing and Administering BMC Remedy Mid Tier guide.) 13. Install the BMC Remedy Email Engine. (See the Administering BMC Remedy Email Engine guide.) 14. License the server. (See the Configuring guide.) page 15 page 30 page 30 page 143 page 32 page 54 page 55 page 57 page 36 page 36 page 57 DB2 page 15 page 30 page 30 page 143 page 32 page 87 page 88 page 89 page 36 page 36 Sybase page 15 page 30 page 30 page 143 page 32 page 76 page 76 page 77 page 36 page 36 Informix page 15 page 30 page 30 page 143 page 32 page 112 page 113 page 113 page 36 page 36
28 Chapter 2Getting ready to install
Installing
Windows installation roadmap

MS SQL 1. Choose a configuration. 2. Review the documentation. 3. Review the install options if you need more information about them. 4. Prepare your system to install AR System. 5. Prepare your database. 6. Prepare for Unicode. 7. Complete the install worksheet. 8. Access the AR System software. 9. Install AR System. 10. If installing in a non-English language, disable the automatic conversion option. 11. Install the clients on users' machines, as needed. 12. Install the mid tier. (See the Installing and Administering BMC Remedy Mid Tier guide.) 13. Install the BMC Remedy Email Engine. (See the Administering BMC Remedy Email Engine guide.) 14. License the server. (See the Configuring guide.) page 15 page 30 page 143 page 32 page 40 page 40 page 41 page 38 page 38 page 51 page 121 page 121 page 121 Oracle page 15 page 30 page 143 page 32 page 54 page 55 page 65 page 38 page 38 DB2 page 15 page 30 page 143 page 32 page 87 page 88 page 99 page 38 page 38
Windows installation roadmap
29
Important documents to review

1 Review open issues, localization, and other AR System information in the
AR System 7.0 Release Notes, which can be found at http://supportweb.remedy.com.

2 Review the most current product compatibility information at
http://supportweb.remedy.com.
3 If you plan to install BMC Remedy applications, review the individual BMC
Remedy applications manuals and release notes. Minimum requirements for applications exceed the minimum requirements for installing the server only. You can find these documents on product CD-ROMs or at http://supportweb.remedy.com. Check the installation prerequisites, such as database settings, before you install AR System.
Preinstallation considerations specific to UNIX

This section describes preparations and considerations for a UNIX installation.
Increased transactions and users

Before you install AR System server, consider increasing the value of kernel parameters that affect AR System server (or any other multi-threaded server process). This increase will make sure that BMC Remedy applications can support the expected volume of transactions and users. For example, consider increasing the following process components: Number of threads available to a process Available memoryFor example, the arserverd process often requires between 500 megabytes and 1 gigabyte of memory. Number of associated files or process descriptorsDescriptors should be a minimum of 2.5 and 3 times the number of expected concurrent connections or 1024whichever is greater. Examples of connections include user logins (client or browser), the email engine, and custom APIs. Contact your system administrator or operating system vendor for more information about kernel tuning.
Installing
Installing as non-root
The AR System server can be installed as a root or non-root user. When you install as a non-root user, you must update the system configuration files manually. The installation script prompts you to do this and instructs you to start a shell where you have root access or full read and write access. Installing as non-root allows a user to maintain the AR System software without the assistance of a system administrator. However, to automatically start the AR System server when your computer restarts, you must request your UNIX system administrator to change the system startup scripts accordingly.
Note: If the Environment file exists and is encountered during a non-root install, you must have system administrator (root) permission to delete it before you can successfully install the server.
To install the AR System software without logging in as root

1 Set the ARNONROOTINSTALL environment variable to TRUE.
Review Appendix C, Customizing UNIX options, to view other environment variable settings, such as those involving file locations for nonroot installations.
2 The installation script prompts you to perform several actions. Before you
perform these actions, make sure that you have permissions to the following files and directories:
/etc/arsystem /dev/console file (read/write access) /usr/tmp directory
3 Perform the installation procedure as described in the appropriate chapter
for your database. Some of the actions you will be prompted to perform (as non-root) include: Create a number of directories and set permissions for those directories. For example, the script prompts you to create the /etc/arsystem directory with read/write permissions for all users.
Preinstallation considerations specific to UNIX
31
Merge the contents of files, such as merge the

<ar_install directory>/ar-<database>/rpc file with the /etc/rpc file.
Preparing your system

The following preparation steps will help you prepare your system to install the AR System server. These steps do not include preparing for installing applications. (If you will be installing an application, see your applications installation documentation for more information.)
Note: Some of these steps require database administration privileges.
To prepare your system

1 Verify that you have the minimum AR System component disk space
requirements in megabytes to install: AR System server: 120 AR System database: 300 API: 10
Important: If you are installing any applications on top of AR System, check the application documentation for disk space requirements. See the compatibility matrix for operational specifications.
2 Back up your database and file system before you install. 3 Define a unique name for the AR System server you want to install. This can
be the host name if it is not already used by another AR System server. Verify that this name will be resolved to an IP address.
Note: If you are installing AR System for AIX with Oracle, the AR System server installation files must reside on a local file system, and not a network file system.
Installing
4 For Windows installs, if you plan to install the web services option, add the
path of the java jvm.dll library to the PATH environment variable. The RuntimeLib tag of the Registry is HKLM\SOFTWARE\JavaSoft \Java Runtime Environment\<key_name>.
5 Verify any operating system patches that are applied.
See the compatibility matrix at http://supportweb.remedy.com for updated information about software patches.
6 If you are using Linux: a Comment out any lines that contain nis or nisplus in the hosts line of
the /etc/nsswitch.conf system file. For example, the line hosts: files nisplus nis dns will cause the AR System server to crash, but the line hosts: files dns will not.
b If you use Linux password authentication, remove any mention of nis or
nisplus in the passwd line of the Linux /etc/nsswitch.conf system file.
Preparing your system
33
Chapter
Running the AR System installer
The AR System installer has two versions: one for UNIX and one for Windows. The following topics are provided: Running the installation on UNIX (page 36) Running the installation on Windows (page 38)
Running the AR System installer
35
Running the installation on UNIX

This section describes how to run the AR System installer that is obtained from a CD or by HTTP download.
To run installer from a CD

1 Mount the CD either locally or remotely. For instructions, see Appendix E,
Mounting a CD-ROM on a UNIX system.

2 Change to the directory containing the AR System installation script as
follows:
# cd <cd_mount_point>/arsystem
The default mount point is /cdrom.

3 Enter the ./ar_install command. 4 When prompted, enter the information recorded in the worksheet for your
server. The following worksheets are available for UNIX installations: Oracle (page 57) DB2 (page 89) Sybase (page 77) Informix (page 113)
To run the installer from downloaded AR System installation files

1 Log in as the root user. 2 Copy the installer file (<unix>.tar.gz) to the directory you want to install
AR System.
<unix> represents the brand of UNIX for which you downloaded AR System, for example, solaris, hpux, aix, or linux.
3 Use the gunzip utility to uncompress the file by entering the following
command:
# gunzip <unix>.tar.gz
If you do not have the gunzip utility, you can download it from the gzip website: http://www.gzip.org.
36 Chapter 3Running the AR System installer
Installing
4 Extract the installation program file by entering the following command:

# tar -xvf <unix>.tar
The <unix>.tar file contains the directory arsystem, which contains the installation program.
5 Note the current directory to which the tar file was extracted. You will need
to enter the path to this directory (<path>/cdrom) when prompted for the product directory name during installation.
6 Change to the directory containing the ar_install executable:
# cd arsystem
7 Enter the ./ar_install command. 8 When prompted, enter the information recorded in the worksheet for your
server. The following worksheets are available for UNIX installations: Oracle (page 57) DB2 (page 89) Sybase (page 77) Informix (page 113)
Running the installation on UNIX
37
Running the installation on Windows

You must log in as an administrator for the local system to install AR System. If you intend on using Windows Authentication with MS-SQL and you choose to add a domain user, you must log in as a Windows Domain Administrator.
To run the installer

1 Access and run the software from the CD or by downloading it.
From the CD:

a Log in to Windows as an administrator, and insert the CD into the drive.
If autorun is enabled, the CD browser opens.

b Click AR System Server.
If the CD browser does not start, run the server installer, server.exe. From HTTP download:
a Copy the downloaded folder and its contents to the computer where you
will install AR System.

b From the download folder, run the file server.exe.
When you run this file, the installation files are unpacked into a temporary directory and the Setup program starts.
2 When prompted, enter the information recorded in the worksheet for your
server. The following worksheets are available for Windows installations: MS SQL (page 41) Oracle (page 65) DB2 (page 99)
38 Chapter 3Running the AR System installer
Chapter
Installing AR System with Microsoft SQL Server

During the installation with the Microsoft SQL Server database, the AR System installer prompts you to enter or choose AR System information about the AR System database that will be created. The following sections provide basic information that you will need to make the choices. Worksheets are included to help you record your choices and to guide you through the installation process. The following topics are provided: Preparing your Microsoft SQL server (page 40) Filling in the worksheet for installing AR System with Microsoft SQL Server (page 41) Installing in a non-English language (page 51)
Installing AR System with Microsoft SQL Server
39
Preparing your Microsoft SQL server

This section describes the steps you should perform with your Microsoft SQL server before you install AR System.
To prepare to install on a Microsoft SQL server

1 Install the SQL Server database.
You can install it on the same computer where the AR System is installed, or on a remote server that is networked to the computer where you plan to install AR System.
2 Install SQL Server clients.
For remote installs, install the SQL Server clients on the same computer as the AR System server.
3 Exit all Windows programs. 4 If you plan to install web services, add the path of the Java jvm.dll library to
the PATH environment variable.

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

If you are installing AR System for the first time and you want to use Unicode, make sure your Microsoft SQL database is configured to use Unicode.
To prepare your Oracle database to accept Unicode

For new installs, the database can be created using the Unicode character set or a native language character set. For overwrite installs, your existing database can be overwritten with the Unicode character set or a native language character set. For upgrade installs, your database will be upgraded using the existing character set used in the initial installation or overwrite.
40 Chapter 4Installing AR System with Microsoft SQL Server
Installing
You do not have to use multiple databases when you have multiple locales. Instead, you can set up your locales to share the same database.
Note: If multiple servers share the same database, install the English server first.
Working with a firewall

If your database is behind a firewall, your port must be opened through the firewall. (By default, the MS-SQL server listens on port 1433.) When installing the AR System server, you can specify a database alias name that includes the server name and the port number. To create this alias, use the Client Network Utility. The alias should specify the host name (or IP address) and the port number. When using multiple subnets, use TCP/IP (rather than NamedPipes or MultiProtocol). Note that the alias name will not appear in the list; you must enter it manually.
Filling in the worksheet for installing AR System with Microsoft SQL Server
After you perform the preinstallation steps, record values you will need to enter during the installation in the following worksheet. Then, use this worksheet as your installation instructions. You might need to consult your database administrator or server administrator for this information.
Note: The information requested relates to all types of installations unless otherwise noted above the screen name. Skip the rows that do not pertain to your type of installation. In most cases, if you are upgrading, the installer uses the information for your existing installation.
For information about the concepts related to your installation choices, see Appendix B, Server options in AR System installation.
41
Step 1. Enter basic AR System information

Welcome
Click Next to begin the installation.
Licensing agreement
Click I Agree to accept the licensing agreement.
AR System server name: __________________

For new installations, enter a name for the new AR System server. For upgrade or overwrite installations, enter the name of the AR System server to upgrade or overwrite, or choose the name from the list.
Installing
Register with a portmapper? Yes No Port numbers: AR System: ____________ Plug-in: ____________
Perform one of the following actions: Choose to register the server and plug-ins with a portmapper, and perform one of the following actions: Click Next to assign random ports. Click the Assign Port Numbers box and enter specific port numbers. Choose not to register the server and plug-ins with a portmapper. Instead, enter unique port numbers.
Note: Only one AR System server on the same host machine can
be registered with a portmapper. For more information about portmapper, see Port numbers on page 145.
Select server components

Choose the components to install: APIInstalls API-related files. SamplesInstalls a sample application that demonstrates AR System capabilities. Centralized PreferencesInstalls centralized preferences forms that enable users to store preferences on the server.
43
Select plug-in components

Choose plug-in components: AREA LDAP plug-inAuthenticates user names and passwords in a LDAP-centralized user database. ARDBC LDAPAccesses common enterprise objects in LDAP directories and views remote data without the need for importing. Web services plug-inEnables Set Fields From Web Service filter action necessary to consume a web service. BMC Portal plug-inEnables the BMC portalauthentication plug-in, which authenticates BMC portal users. Simple Network Management Protocol (SNMP) agent Monitors and gathers statistics on AR System processes. Full Text Search (FTS)Enables you to specify the FTS directories later in the installation.
External authentication end point URL: __________________________________________

If you choose to install the BMC portal plug-in, enter the authentication end-point URL, which is the web-service address that the BMC portal uses to authenticate users. Use this example URL as a guide:
http://<servername>/jboss-net/srvices/ SIMWebService
Configure SNMP (Optional)

If you selected Simple Network Management Protocol (SNMP) agent, a message window appears. If you do not want to configure SNMP during installation (recommended), click No. Then, you can manually configure it later. See the Integrating with Plug-ins and Third-Party Products for more information. If you want to configure SNMP during installation, complete the SNMP worksheet. (See WindowsSNMP portion of installer on page 163.)
Installing
Step 2. Enter database-related information

Select database
IBM DB2 Oracle Microsoft SQL
MSSQL server selection

For remote installations, select the remote checkbox.
MSSQL server name: ________________________
AR System database information

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

Name of the new AR System database that this installation creates. The default is ARSystem.
AR System database user: ____________________

User name of the administrator who has permission to create the AR System database and database forms. The default is ARAdmin.
AR System user password: ___________________

Password for the AR System database user. The default is AR#Admin#. After you install the AR System, you can change the password in BMC Remedy Administrator.
Note: If the user name and database were created before this
installation, they will be overwritten with the information you enter in this screen.
45
Upgrade, overwrite, or share

Choose to upgrade, overwrite, or share the existing AR System database. To preserve data integrity, the AR System uninstallers do not remove database files. UpgradeUpgrades the existing AR System database, including form and field information. OverwriteDeletes and replaces the AR System database, and imports new forms. Export the AR System data and definitions before you overwrite the existing database to back up information you need to keep. SharePreserves data, installs server executables and related files, and enables shared access to the AR System database. Configure shared servers to belong to the same server group.
Password information
If the installer does not find a database with the AR System database name, user name, and password you supplied earlier in the procedure, this screen appears to: Allow you to confirm that you are performing a new install. If you are not performing a new install and you are overwriting or upgrading, reenter the information. If you see this screen again after you reenter the information, check with your database administrator for the correct information. Warn you that the password information you entered in a previous step will be overwritten with the default password.
Password information (overwrite)

If you are overwriting an AR System database, this screen appears to warn you that the password information you entered in a previous step will be overwritten by the default password.
Installing
Specify the AR System administrator (upgrades only) User name: ________________________________ Password: _________________________________
Application passwords
Enter the passwords for the following applications: Local DSO User: ____________________________________ Application Service: _________________________________ Mid Tier Administration: _____________________________ If you do not have passwords for these applications, this window sets the passwords. To change the password after the installation, you must use BMC Remedy Administrator.
Unicode selection
Enable the Unicode option. Check with your database administrator to make sure that your underlying database is configured to accept the Unicode character set. The Unicode type for the Microsoft SQL database is UTF-8. If you do not configure your database correctly, the data that you create with AR System server will not be stored as Unicode data.
Select language components

Select the check boxes for the languages you want to use to display server error messages, forms, and data. English is selected by default on all systems. In non-English systems, the locale language for the operating system is also selected. English cannot be cleared because it is required for correct server performance. You can choose additional languages.
47
Microsoft SQL server settings (new or overwrite)

Specify the following settings:
SA user name: _____________________________

The default is sa.
SA password: ______________________________
For Windows authentication, specify the following settings:
Authentication password: ___________________

Password to verify permission to install AR System.
Authentication domain: _____________________

Domain to verify permission to install AR System.
Add user to domain: ________________________

Install the database server and the AR System server on the same domain.
Installing
MS SQL information Data file: __________________________________

Path to, and name of, the data file that will contain the AR System database. Store the data and log on to separate devices in the database. The devices must be on physically separate disks for best performance and recoverability.
Database initial size (MB): ____________________

Size of the data file that contains the AR System database.
Note: If you are planning to install applications on top of the
AR System, check the application installation requirements for database sizing.
Log file: ___________________________________

Path to, and name of, the database log. Store the data and log on to separate devices in the database. The devices must be on physically separate disks for best performance and recoverability.
Log initial size (MB): _________________________

Size of the log file. It is recommended that you set the log file size to 50 percent of the AR System database size, or, at least as large as your largest single form.
Destination folder
Accept the folder to install AR System or click Browse to choose another folder. To install two or more AR System servers on one computer, install each server into a separate directory. Upgrade or overwrite installations Install the new version into the directory of the existing server. Default: C:\Program Files\AR System
49
Full Text Search directory selection

If you selected to configure Full Text Search (FTS), enter the following directory locations, or accept the default locations:
Full Text Search configuration directory: __________________________________________ Full Text Search collection directory: __________________________________________ Full Text Search temp directory: __________________________________________
Step 3. Complete the installation

Startup options
Automatic start The AR System services are automatically started after a reboot. Manual start You must manually start the AR System services after a reboot.
Summary
Review your choices.
When you click Next, the installer displays installation messages and error messages, if any.
Installing
Installing in a non-English language

If you are installing in a language other than English, you must disable the automatic ANSI to OEM conversion option.
To disable automatic conversion

1 Choose Start > Programs > Microsoft SQL Server > Client Network Utility. 2 Click the OLE DB Options tab. 3 Clear the Automatic ANSI to OEM conversion box.
Installing in a non-English language
51
Chapter
Installing AR System with Oracle
During the installation, the AR System installer prompts you to enter or choose AR System information, including information about the AR System database that is created. This chapter provides basic information you will need to make the choices, and worksheets to record your choices and to guide you through the installation process. This chapter describes how to install AR System with an Oracle database. The following topics are provided: Preparing your Oracle database (page 54) Oracle environment variables (page 56) Checking rollback segments and Undo spaces (page 57) Filling in the worksheet for installing AR System on UNIX with Oracle (page 57) Filling in the worksheet for installing AR System on Windows with Oracle (page 65)
Installing AR System with Oracle
53
Preparing your Oracle database

Typically, database administrators create instances, directories and groups, and install the Oracle database and Oracle client before proceeding with the AR System installation. These administrators have permissions to install the Oracle database; create database instances; create the AR System tablespace; create, delete, or modify forms; and search the database or submit data through forms. The information in these tables applies to both local and remote instances of the Oracle database, unless otherwise noted.
To prepare your Oracle database

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

2 Confirm connection to your Oracle database.
See your database administrator for more information.

3 For both local and remote installs, install and configure the Oracle client on
the same system where you will install the AR System.

4 If you are connecting using client libraries versions other than the database
version, install as a remote client. See the compatibility matrix to verify the Oracle client required for the install.
5 If you are installing AR System on a remote machine, test your connection
using tnsping to ping the Oracle TWO_TASK. If you cannot ping the Oracle TWO_TASK, you must resolve the error or errors before AR System will install successfully.
54 Chapter 5Installing AR System with Oracle
Installing

If you are installing AR System for the first time and you want to use Unicode, make sure your Oracle database is configured to use Unicode. If you are upgrading to a Unicode-enabled AR System server, you must prepare your Oracle database.
To prepare your Oracle database for a Unicode AR System upgrade

1 Use your Oracle export utility to export the ARAdmin schema.
ARAdmin is the default user the AR System server logs in to the Oracle database as. This is defined by the Db-user parameter in the ar.conf file.
2 Verify you have set the LANG environment variable for the locale you will be
using. From the output of the locale -a command for your server, choose one of the locales that corresponds to the language you want to use.
3 Verify that the NLS_LANG setting is set correctly.
NLS_LANG is defined by Oracle as follows:
LANGUAGE_TERRITORY.CHARACTERSET for example American_america.utf8
4 Set the Oracle initialization parameter NLS_LENGTH_SEMANTICS=CHAR.
For more information, see Oracles Metalink Note: 144808.1 (Subject: Examples and limits of BYTE and CHAR semantics usage).
5 Use your Oracle import utility to import the ARAdmin schema to the Unicode
(AL32UTF8) DB.
6 Run the AR System installer.
Note: Make sure you choose the Unicode option when you install the AR System 7.0 server.
Preparing your Oracle database
55
Oracle environment variables

The following Oracle environment variables can be included as part of the ar.conf file during installation.
Environment variable
NLS_LANG ORACLE_HOME
Description For information about NLS_LANG and its usage, see the following notes from Oracle: 144808.1, 227330.1, 260192.1. The directory where the Oracle client is installed. Use this value: <$ORACLE_HOME_directory_path> The system identifier (SID) of the instance on the Oracle database. Use this value: <Oracle_db_instance_ID> The system identifier (SID) of a remote instance on the Oracle database. (Used by remote installations or the database is a different version from the client.) By default, the tnsnames.ora file is located in the $ORACLE_HOME/network/admin directory. The file contains an alias connection string that enables the applications to connect to the Oracle database. Use this value: <alias in the tnsnames.ora file>
ORACLE_SID
TWO_TASK
PATH
The bin directory contains the path to the Oracle binary files. Add the following value to the PATH:
$ORACLE_HOME/bin
TNS_ADMIN
Usually, the directory is $ORACLE_HOME/network/admin. Set this variable only if you do not want to put the tnsnames.ora file in the $ORACLE_HOME/network/admin directory. Use this value: <directory_containing_the tnsnames.ora_file>
Installing
Checking rollback segments and Undo spaces

Oracle 10g uses undo segments that are managed by the database and cannot be private. Oracle 10g can use rollback segments if the Undo Management option is set to MANUAL. If you use Oracle 10g, the installer detects which Undo Management mode is used and, if the mode is AUTO, prompts for Undo Tablespace information. For an upgrade, the existing private rollback segment is used. You should use an existing rollback segment only if you are overwriting or upgrading an existing database. On UNIX, if you are using rollback segments, add the private rollback segment name to the init<Oracle_SID>.ora file, located in the %ORACLE_HOME%/dbs directory. You must stop and restart the Oracle database for this change to take effect.
Filling in the worksheet for installing AR System on UNIX with Oracle

Before you install AR System, use this worksheet to record values you will need to enter during installation. Each item in the worksheet corresponds to an installation prompt that requires you to enter information. For information about the concepts related to your installation choices, see Appendix B, Server options in AR System installation.
Basic AR System information

AR System installer prompts you for the following basic AR System information about your system.
Product directory name: __________________________________

Name of the CD mount directory or the directory where the tar file was extracted.
License
Accept the license agreement.
Checking rollback segments and Undo spaces
57
Server package installation: Y / N

Specify Y to install the AR System server and associated files.
AR System server name:___________________________________

If you choose to install the server package, specify a unique name for this AR System server. If you are upgrading, specify the name of the server being upgraded. (A list of servers is displayed.) If you are installing a new server, specify a new server name. For more information, see Server name on page 144.
Note: You might be prompted to verify your entry based on the installers inability to resolve the name you entered into an IP address.
Portmapper: Y / N
Specify Y to register this AR System server with a portmapper (optional). If you specify N, you will be asked for TCP port and plug-in port numbers. Only one AR System server on a host computer can be registered with portmapper.
Tip: If you are upgrading or overwriting the server, the installer reads default portmapper parameter values from the existing configuration file.
TCP port: _______________________________________________

TCP port number for the AR System server or for the portmapper. (You are prompted for this information if AR System is not registered with portmapper.) For more information, see Port numbers on page 145.
Tip: If you are upgrading or overwriting the server, the installer reads default TCP port values from the existing configuration file.
Installing
Plug-in port:____________________________________________
Specify a TCP port number for the plug-in server, if prompted. (You are prompted for this information if AR System is not registered with portmapper.)
Tip: If you are upgrading or overwriting the server, the installer reads default plug-in port values from the existing configuration file.
Component information
AR System installer prompts you for the following information about AR System components you want to install.
API package: Y / N
Specify Y to install AR System API files. For more information, see API suite and plug-ins on page 148.
Centralized preferences forms and workflow: Y / N

Specify Y to install forms and workflow necessary to maintain centralized preferences. Centralized preferences are used when you log in to AR System from different computers using Remedy User or a browser. For more information, see Centralized preferences on page 148.
Sample forms and workflow: Y / N

Specify Y to install a sample application that demonstrates many AR System functions and features. For more information, see Samples on page 150.
ARDBC LDAP package: Y / N

Specify Y to install ARDBC LDAP plug-ins that allow access to common enterprise objects. For more information, see API suite and plug-ins on page 148.
59
AREA LDAP package: Y / N

Specify Y to install AREA LDAP plug-ins that enable authentication of user names and passwords. For more information, see API suite and plug-ins on page 148.
BMC Portal package: Y / N

If you do not have a BMC portal, specify N. To install a plug-in that enables user name and password authentication against a BMC Portal user database, specify Y. For more information, see API suite and plug-ins on page 148.
Full Text Search capabilities: Y / N

If you want to configure Full Text Search, specify Y. Later in the installation, you will be asked to specify your FTS directories.
SNMP configuration
Configure SNMP: Y / N
If you do not want to configure SNMP during installation (recommended), specify N. Then, you can manually configure it later. See the Integrating with Plug-ins and Third-Party Products for more information. If you want to configure SNMP during installation, complete the SNMP worksheet. (See UNIXSNMP portion of installer on page 160.)
Web services configuration

Web services: ___________________________________________
Enables Set Fields From Web Service filter action, which is necessary to consume a web service. For more information about web services, see the Integrating with Plug-ins and Third-Party Products guide.
Installing
Web servicesJava installation directory: ___________________

Installation directory of the Java Runtime Environment (JRE).
Oracle-specific information
Database System to be used by AR System:_________________
Enter Oracle.
Remote machine: Y / N
Specify Y to indicate the Oracle database is on a remote machine.
Oracle home directory: __________________________________

Enter the name of your Oracle home directory.
Oracle Database System ID (SID): __________________________

For local installations only: Specify the SID for the Oracle database. (If you are installing with a remote database, you are asked for a connection stringTWO_TASK).
TWO_TASK connection string: __________________________

For remote installations only: Specify the TWO_TASK connection string for the Oracle database.
AR System Tablespace Name: _____________________________

Enter the name of your AR System tablespace or accept the default, ARSystem. See your database vendor documentation for tablespace naming restrictions.
AR System User Name:___________________________________

Enter an AR System user name for the AR System tablespace you specified or accept the default, ARAdmin. See your database vendor documentation for user name restrictions.
61
AR User Password: ______________________________________

Enter a password for the AR System user name you specified. The default is AR#Admin#. See your database vendor documentation for password restrictions.
Create New Tablespace: __________________________________ (New installs)

If the tablespace name you entered does not exist, you will prompted to do one of the following tasks: Enter new tablespace, user name, and password information for a tablespace that does exist. If you choose to enter new information, you will be prompted again for AR System Tablespace Name, AR System User Name, and AR User Password. Create a new tablespace using the tablespace name, user name, and password you specified. Quit the installation.
Action: Overwrite / Upgrade / Share

If you are not installing AR System for the first time, you are asked to select an action.
Oracle DBA user name: ___________________________________

If you choose to create a new tablespace, enter your Oracle DBA user name. Default: system
Oracle DBA password: ____________________________________

If you choose to create a new tablespace, enter your Oracle DBA user name.
Installing
Local DSO User Password: _________________________________ Application Service Password: _____________________________ Mid Tier Administration Password: _________________________
If you do not have passwords for these applications, this installation script sets the passwords. To change the password after the installation, you must use BMC Remedy Administrator.
Use Unicode character set: Y / N

Choose whether to use Unicode. Your Oracle instance must already be configured to support the UTF-8 UNICODE character set.
Note: You cannot upgrade the Oracle database to Unicode. Instead, export your forms and data, perform a fresh install of Oracle, and then import your forms and data into the new database.
If you do not configure your database correctly, the AR System data that you create will not be converted to Unicode data.
Language packs: ________________________________________

Select the language pack you want to install.
Tablespace file name: ____________________________________

Enter the fully qualified path and name of the file you want to hold the tablespace you specified in a previous question.
Tablespace size: ________________________________________

Enter the size in MB of the tablespace you want to create.
63
Temporary tablespace: __________________________________

For new installs only: Enter the name of a temporary tablespace AR System can use. If the tablespace you specify is unavailable, it will be created. Default: artmpspc
Temporary tablespace file name:__________________________

For new installations only: Enter the fully qualified path and name of the file you want to hold the temporary tablespace you specified.
Temporary tablespace size:________________________________

For new installations only: Enter the size in MB of the temporary tablespace you want to create.
Note: You must complete additional steps for non-root installations. For more information, see Installing as non-root on page 31.
Completing the installation

AR System installation directory: ___________________________
Installs AR System and all related files into the directory you choose or into the default directory. To install two or more AR System servers on one computer, install each server into a separate directory. Default: /usr/ar/<server_name>
Full Text Search directories (optional)

Installing
Full Text Search configuration directory: _______________________________________________________ Full Text Search collection directory: _______________________________________________________ Full Text Search temp directory: _______________________________________________________ System startup file: Y / N
Choose whether to start AR System automatically or manually. If you enter Y, the AR System services are automatically started after a reboot. If you enter N, you must manually start the AR System services after a reboot.
Filling in the worksheet for installing AR System on Windows with Oracle

After you perform the preinstallation steps, record values you will need to enter during the installation in the following worksheet. You might need to consult your database administrator or server administrator for this information.
Note: The information requested relates to all types of installations unless otherwise noted above the screen name. Skip the rows that do not pertain to your type of installation. In most cases, if you are upgrading, the installer uses the information for your existing installation.
65

Welcome
Licensing agreement

Installing

67



Installing
Step 2. Enter database-specific information

Select database
Connect to Oracle database

Remote Select the remote check box. Enter the Oracle connect string (alias connection string): ________________________________________________ The alias connection string enables applications to connect to the remote Oracle database. Local Enter the system identifier for the Oracle database instance: ________________________________________________
AR System server database information

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

Name of the new AR System database that this installation creates. The default is ARSystem.
AR System database user: __________________

User name of the administrator who has permission to create the AR System database and database forms. The default is ARAdmin.
AR System user password: __________________

Password for the AR System database user. The default is AR#Admin#. After you install the AR System, you can change the password in BMC Remedy Administrator.
69
AR System database options

Unicode
Enable the Unicode option. Check with your database administrator to make sure that your underlying database is configured to accept the Unicode character set. The Unicode type for the Oracle database is UTF-8. If you do not configure your database correctly, the data that you create with AR System server will not be stored as Unicode data.
Installing

If the installer does not find a database with the AR System database name, user name, and password you supplied earlier in the procedure, this screen appears to: Allow you to confirm that you are performing a new install. If you are not performing a new install and you are overwriting or upgrading, reenter the information. If you see this screen again after you reenter the information, check with your database administrator for the correction information. Warn you that the password information you entered in a previous step will be overwritten with the default password.

71
Specify the Oracle DBA (new or overwrite installs) Oracle DBA user name: ______________________ Oracle DBA password: ______________________
Enter the Oracle database administrators user name and password that you designated when you created the Oracle database.
Oracle tablespace information (new or overwrite installs)

Important: If you are installing any BMC applications, check that documentation for database space requirements.
Enter the following tablespace (AR System database) information: File name of the tablespace: __________________________ Tablespace size: ____________________________________ Default: 300 MB Enter the following information for the temporary tablespace that the installer creates during this installation: Tablespace name: __________________________________ Name of the file that holds the temporary tablespace if you do not want to use an existing tablespace: ________________________________________________ If an earlier version of the AR System is installed on your machine, the installer uses the existing temporary tablespace information. Tablespace size: ____________________________________ Default: 100 MB The AR System server uses temporary tablespace to store temporary information, such as query sorting information.
Installing
New or overwrite installs AR System Server Database Settings (rollback and undo tablespaces)
Enter the information for either a rollback segment or undo tablespace. This space contains transactions that are pending a roll back or a commit-change action. Create a private rollback segment
Manual undo management:

Rollback segment name: _____________________________ Default: ARSystemroll
Auto undo management:

Undo tablespace name: ______________________________ Default: ARUNDOTBS1 File to hold the Undo Tablespace: ______________________ Undo tablespace size: _______________________________ Default: 50 MB
Destination folder

73

Startup options
Summary
Chapter
Installing AR System with Sybase

This chapter describes how to install AR System on Sybase. The following topics are provided: Preparing your Sybase database (page 76) Filling in the worksheet for installing AR System on UNIX with Sybase (page 77)
Installing AR System with Sybase
75
Preparing your Sybase database

Complete the following preinstallation steps for your Sybase database. These steps are usually performed by a user who has database administrator privileges.
To prepare to install on a Sybase database

1 From the directory where the 32-bit Sybase client is installed, source the
database.
../SYBASE.sh
2 Verify or set the DSQUERY and SYBASE environment variables.

DSQUERY=<sybase_server>;export DSQUERY SYBASE=<sybase_install_dir>;export SYBASE
The examples are shown in Bourne shell.

3 See the compatibility matrix to verify the Sybase client required for the
install.

If you are installing AR System for the first time and want to use Unicode, make sure your database is configured to use Unicode and you choose the Unicode option when you install AR System. If you are upgrading to a Unicode-enabled AR System server, make sure your database is configured to use Unicode and you choose the Unicode option when you install AR System.
76 Chapter 6Installing AR System with Sybase
Installing
Filling in the worksheet for installing AR System on UNIX with Sybase

After you perform the preinstallation steps, record values you will need to enter during the installation in this worksheet. Then use this worksheet as your installation instructions. You might need to consult your database administrator or server administrator for this information. For information about the concepts related to your installation choices, see Appendix B, Server options in AR System installation.


License


77
Portmapper: Y / N
TCP port: _______________________________________________

Plug-in port:____________________________________________
API package: Y / N
Installing






79
SNMP configuration

Web services: ___________________________________________

Sybase database information

Which database: _________________________________________
Enter Sybase.
Sybase home directory name: ______________________________

Path to the installation directory of the Sybase database. The default location is /data1/sybase/<database_version>.
Sybase server name: _____________________________________

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

AR System database name: _______________________________
Name of the AR System database. New or overwrite installations Provide a name for the new AR System database that the installer will create. If the user name and tablespace were created before this installation, they will be overwritten. Upgrade installations Provide the name of the existing database. If you are upgrading, and you changed your AR System user name and password since your last installation, the installer prompts you for the new AR System server administrator user name and password. Default: ARSystem
User name for <AR System database>: _______________________

The administrator who has permission to create the AR System database. The default name is ARAdmin. This user can also create forms on the AR System database. New installations: The installer creates the AR System database user name you specify, its corresponding password (see next item in this table), and the AR System database (tablespace). Upgrades: The installer uses the existing AR System database user name and password. Upgrade or overwrite: If the user name and tablespace were created before you install, they will be overwritten during installation.
Password for <AR System database>: ________________________

The password that corresponds to the AR System database user name. The default password is AR#Admin#. Upgrades: You will not need to enter the database system password.
81
Note: After you install the AR System server, you can change the AR System database user password in BMC Remedy Administrator. See the BMC Remedy Administrator online help for more information.

Sybase database administrator user name: ___________________

User name of the Sybase database administrator. This user name was designated when you installed the Sybase database. The default name is sa.
Sybase database administrator password: ___________________

Password for the Sybase database administrator. This password was designated when you installed the Sybase database.
Unicode: Y / N
Choose whether to use Unicode. Your Sybase instance must already be configured to support the UTF-8 UNICODE character set.
Note: You cannot upgrade the Sybase database to Unicode. Instead, export your forms and data, perform a fresh installation of Sybase, and then import your forms and data into the new database.
Installing
Language packs: ________________________________________

Sybase device: __________________________________________

Database device where the AR System database will be installed (if applicable).
Size to be allocated to the AR System database: _______________

The size for the AR System database. 100 is the default.
Set a separate log device: Y / N

Specify Y to set a separate log device (recommended). The device for the AR System database and the log must be created before installing AR System.
Log device: _____________________________________________

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

Size of the log device (if applicable). The default size is 50.

83

Choose whether to start AR System automatically or manually. If you enter Y, the AR System services are automatically started after a reboot. If you enter N, you must manually start the AR System services after a reboot. When you have completed the installation steps outlined in this worksheet, the installer displays file installation messages and an installation complete message.
Chapter
This chapter describes how to install AR System with an IBM DB2 database. The following topics are provided: AR System components added during installation (page 86) Preparing your DB2 database (page 87) Preparing for Unicode (page 88) Filling in the worksheet for installing AR System on UNIX with DB2 (page 89) Filling in the worksheet for installing AR System on Windows with DB2 (page 99)
85
AR System components added during installation

The AR System installer prompts you to enter information about the AR System database. The database, which the installer creates during the installation, contains AR System server forms and field definitions, and also stores workflow data, structures, and permissions. After you make your installation choices, the installer creates the following AR System database components:
Component Database AR System database Tablespaces Database tables that the AR System installer creates on the DB2 server. The tables store all the data related to the AR System database. Logical layer between the database and the database objects that are stored in the database. The installer creates three tablespaces: User, Temporary, and Catalog. User (USERSPACE1) Temporary (TEMPSPACE1) Catalog (SYSCATSPACE1) SMS tablespaces Stores user-defined tables. The user tablespace is where the AR System tables will reside. Stores temporary tables that are used for short-term activities, such as sorting and displaying search results. Stores system metatables. System-managed tablespaces (SMS): The DB2 system manages the container space when the container location is specified by the user. The system increases the tablespace size dynamically when the number of records increases. Data is stored in a directory container. DMS tablespaces Database-managed spaces (DMS): The database administrator (DBA) manages the container size. Space is allocated when the tablespace is created. You can also increase the size manually, as needed. Data is stored in a file container. Containers Store physical data and tables corresponding to AR System. There are three types of containers: file, directory, and disk. Description
86 Chapter 7Installing AR System with DB2
Installing
Preparing your DB2 database

To prepare your DB2 database
1 Install the DB2 database server.
Install local database servers on the computer where you plan to install the AR System database. Install remote database servers on a remote server that is networked to the computer where you plan to install AR System database.
2 For Solaris and Linux systems, install DB2 library (libdb2.so).
The AR System server is dynamically linked to the DB2 library on Solaris and Linux. If this library was not installed with the DB2 client, install the library on the same computer where you plan to install AR System.
3 Create and name DB2 instances.
For local database servers, create a DB2 instance on the local computer. For remote installs, create a DB2 instance on the remote computer. Check with your database vendor documentation for naming restrictions on DB2 instances.
4 For remote installs, perform the following steps: a Install the DB2 client on the same computer where AR System is installed. b Create an operating system user account on the same computer where you
installed the DB2 database and where you will install AR System. Use the following values: User IDLowercase name (for example, aradmin) PasswordAR#Admin# The installer designates the operating system user as the AR System database user. For information about changing the password after installation, see the Configuring guide.
Preparing your DB2 database
87
5 For local installations on UNIX, designate membership for the account.
For AR System root installations or AR System installations performed by a user who is not a database instance administrator, make the user a member of the following groups, which were created during the DB2 database installation: db2iadm1, db2fadm1, and db2asgrp.
6 For Unicode installations, see Preparing for Unicode.

There are different steps required for upgrading a DB2 database and installing a new or overwrite DB2 database.
Upgrading a DB2 database for Unicode

You cannot upgrade an existing non-Unicode DB2 database to Unicode. Instead, there is a set of procedures you perform to prepare for Unicode.
To prepare an existing non-Unicode DB2 database

Step 1 Export database components, objects, forms, and data.
See the Configuring guide for information about exporting AR System objects, and see the Form and Application Objects guide for information about exporting data.
Step 2 Install a Unicode-enabled DB2 database. See your DB2 documentation. Step 3 Install AR System. Step 4 Reimport the forms and data. See the Configuring guide for information
about importing AR System objects, forms, and data.

Note: You can use BMC Remedy Migrator to export and import your AR System data and object definitions.
Installing
Installing a new DB2 database or overwriting an existing database

If you overwrite an existing AR System database with a Unicode database, the new database is installed with a Unicode character set that corresponds to your old AR System database. You do not have to use multiple databases when you have multiple locales. Instead, you can set up your locales to share the same database.
Note: If multiple servers share the same database, install the English server first.
Filling in the worksheet for installing AR System on UNIX with DB2

Before you install AR System, use this worksheet to record values you will need to enter during installation. Each row in the worksheet corresponds to an installation prompt that requires you to enter information. You might need to consult your database administrator or server administrator for this information. For information about the concepts related to your installation choices, see Appendix B, Server options in AR System installation.


License
89


Portmapper: Y / N
TCP port: _______________________________________________

Installing
Plug-in port:____________________________________________
API package: Y / N



91



SNMP configuration

Web services: ___________________________________________
Installing

DB2-specific information
Database system to be used by AR System:_________________
Enter DB2.
DB2 server information

You can install AR System on a local or remote DB2 server. Local DB2 server installation
Local home directory: ___________________________________

Home directory of the local instance owner. Typically, an instance owner is created when the instance is created. Default: /db/app/db2inst1
Instance name: _________________________________________

Name of the local DB2 database instance. Your DBA created and named this instance during the DB2 database and server installation.
Note: The database instance name cannot be the same name as the host computer name.
Default: db2inst1
AR System database name: ________________________________

Name for the AR System database that the installer creates on the DB2 database. Default: ARSystem
93
Remote DB2 server installation
Remote DB2 server name: ________________________________

Name of the remote computer where the DB2 database server is installed. The DB2 database server is part of the DB2 database software and, for remote installations, is located on the remote computer.
Local home directory: ____________________________________

Home directory of the local DB2 instance owner. Typically, an instance owner is created when the instance is created.
Instance administrator: __________________________________

User name of the administrator who owns the remote DB2 database instance. Default: db2inst1
Instance administrator password: _________________________

Password corresponding to the DB2 instance administrator.
Remote DB2 instance port: _______________________________

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

Name of the AR System database. New or overwrite installations Provide a name for the new AR System database that the installer will create. If the user name and tablespace were created before this installation, they will be overwritten.
Installing
Upgrade installations Provide the name of the existing database. If you are upgrading, and you changed your AR System user name and password since your last installation, the installer prompts you for the new AR System server administrator user name and password. Default: ARSystem
Database alias name: ____________________________________

Unique alias name of the DB2 database. You can have multiple databases with the same database name (for example, ARS), but each database has an alias name that is a unique identifier for that database.
Note: The installation will fail if the AR System database name is the same as any of the DB2 database alias names on the remote DB2 instance.
Remote User Name: _____________________________________

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

95
Use Unicode character set: Y / N

Choose whether to use Unicode. Your DB2 instance must already be configured to support the UTF-8 UNICODE character set.
Note: You cannot upgrade the DB2 database to Unicode. Instead, export your forms and data, perform a fresh installation of DB2, and then import your forms and data into the new database. See Preparing for Unicode on page 88.
Language packs: ________________________________________

Select the language pack you want to install. Tablespace information for User table
Tablespace management: SMS / DMS

Type of tablespace management.
Container/directory path (SMS): ___________________________

Absolute or relative directory name. The relative directory you provide is relative to the database directory path in the DFTDBPATH parameter. Make sure that no other directories or files are stored in the location you named. Directory path to the directory that will contain the user tablespaces.
Container/file name (DMS): _______________________________

Name of the file that will contain the tablespace. The installer uses this name when it creates the container.
File size (DMS): _________________________________________

Size of the tablespace. Recommended: 1000 MB
Installing
Note: If you are planning to install applications on top of AR System, check the application documentation for database space requirements.
Tablespace information for Catalog tables

Type of tablespace management. Select SMS or DMS.
Container/directory path (SMS) (DMS): _____________________

Container directory pathabsolute or relative directory name. The relative directory you provide is relative to the database directory path set in the Database Configuration Manager. Make sure that no other directories or files are stored in the location you named.

File size (DMS): _________________________________________

Size of the tablespace Recommended: 100 MB
Note: If you are planning to install applications on top of the AR System, check the application documentation for database space requirements.
Tablespace information for Temporary tables

Type of tablespace management. Select SMS or DMS.
Container or directory path (SMS) (DMS): ___________________

Absolute or relative directory name. The relative directory you provide is relative to the database directory path set in the Database Configuration Manager. Make sure that no other directories or files are stored in the location you named.
97

File size (DMS): _________________________________________

Size of the tablespace Recommended: 100 MB
Note: If you are planning to install applications on top of the AR System, check the application documentation for database space requirements.


Choose whether to start AR System automatically or manually. If you enter Y, the AR System services are automatically started after a reboot.
Installing
If you enter N, you must manually start the AR System services after a reboot.
Filling in the worksheet for installing AR System on Windows with DB2

Before you install AR System, use this worksheet to record values you will need to enter during installation. You might need to consult your database administrator or server administrator for this information.
Note: The information requested relates to all types of installations unless otherwise noted above the screen name. Skip the rows that do not pertain to your type of installation. If you are upgrading, the installer uses the information for your existing installation in most cases.
99

Welcome
Licensing agreement

Installing

101



Installing
Step 2. Enter database-specific information

Select database
Select the DB2 database

If the DB2 server is installed on a remote machine, enter information about the DB2 server here. DB2 server on remote machine Select the check box to specify a DB2 server that is located on a remote computer. DB2 server name: _________________________________ Name of the remote computer where the DB2 database server is installed.
Local DB2
If the DB2 server is installed locally, enter information about the DB2 server. Local administrator password:________________________ Password for the local administrator. AR System database name: ___________________________ Name for the AR System database that the installer creates on the DB2 database. Database instance name: ____________________________ Name of the local DB2 database instance. Your DBA created and named this instance during the DB2 database and server installation.
Note: The database instance name cannot be the same name as
the host computer name.
103
Remote DB2 user information

Enter information about your remote installation. Remote admin name: ________________________________ Name of the administrator who has administrative privileges to the new AR System database that the installer will create. Default: aradmin Instance admin name: _______________________________ User name of the administrator who has administrative permissions to the remote DB2 database instance. Default: ARSystem Instance password: _________________________________ Password for the DB2 instance administrator. Port address: _______________________________________ Port that the AR System server uses to connect to the remote DB2 server. DB2 database alias name: ____________________________ Unique alias name of the DB2 database. You can have multiple databases with the same database name (for example, ARS), but each database has an alias name that is a unique identifier for that database.
Note: The installation will fail if the AR System database name is
the same as any of the DB2 database alias names on the remote DB2 instance. DB2 server name: ___________________________________ Name of the remote computer where the DB2 database server is installed.
Installing
Upgrade, overwrite, or share Existing Database

Unicode
Enable the Unicode option. Check with your database administrator to make sure that your underlying database is configured to accept the Unicode character set. The Unicode type for the DB2 database is UTF-8. If you do not configure your database correctly, the data that you create with AR System server will not be stored as Unicode data.
105

If the installer does not find a database with the AR System database name, user name, and password you supplied earlier in the procedure, this screen appears to: Allow you to confirm that you are performing a new install. If you are not performing a new install and you are overwriting or upgrading, reenter the information. If you see this screen again after you reenter the information, check with your database administrator for the correction information. Warn you that the password information you entered in a previous step will be overwritten with the default password.

Installing
Tablespace information
The same installation screen appears in three instances: User, Catalog, and Temporary. SMS Default Drive for AR System database: _________________ Drive that contains the AR System database installation folder. The default value is specified in the dftdbpath parameter in the DB2 database configuration. Destination path for user container: ___________________ Destination path for the containerAbsolute or relative (to the database directory) location for the container. Make sure that no other directories or files are stored in this location.
Note: If you enter a drive for the User tablespace, you will not
need to reenter the drive information for the Catalog and Temporary tablespaces. DMS Size of the tablespace: _______________________________ Recommended: 1000 MB
Note: If you are planning to install applications on top of the
AR System, check the application documentation for database space requirements. DMS file name for the tablespace: _____________________ Name of the file that will contain the tablespace. The installer uses this name when it creates the container. The DMS container must be a file. Destination path for the container: ____________________ Absolute or relative (to the database directory) location for the container. Make sure that no other directories or files are stored in this location.
107
Destination folder

Installing

Startup options
Summary
109
Chapter
Installing AR System with Informix

This chapter describes how to install AR System on Informix. The following topics are provided: Preparing your Informix database (page 112) Filling in the worksheet for installing AR System on UNIX with Informix (page 113)
Installing AR System with Informix
111
Preparing your Informix database

Complete these steps before you install AR System. Some steps require database administrator privileges.
To prepare to install on an Informix server

1 For shared libraries, install the ESQL/C libraries in the Informix installation
directory.
2 Specify the paths.
For HP-UX:
$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$SHLIB_PATH
For Solaris:
$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LD_LIBRARY_PATH
For AIX:
$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LIBPATH
3 Set the NETTYPE protocol to support the multithreaded AR System server.
For AIX and HP-UX:

onsoctcp
For Solaris:
ontlitcp
See the Informix database documentation for instructions.

4 If you are upgrading, turn off data replication.
After you install AR System, you can turn on data replication.

5 If you will be accessing an external database through direct SQL, set the log
and non-ANSI options. Set the same log options and non-ANSI options for the local Informix database (on AR System) and the external database.
6 Assign permissions.
Make sure that the user who installs AR System has permissions to add databases and objects to the Informix database server. If multiple servers share the same database, install the English server first.
112 Chapter 8Installing AR System with Informix
Installing
If you install AR System with an Informix database, you are limited to the maximum connections configured on the Informix database. In a multiprocess server environment, each server thread uses a connection.

For new installations, set the database or database instance character to Unicode before you run the AR System installer to create a Unicode database. For upgrades, export your existing AR System data and configure your database to accept the new Unicode character set. Then, import your AR System data to the new Unicode database structure.
Filling in the worksheet for installing AR System on UNIX with Informix

After you perform the preinstallation steps, record values you will need to enter during the installation in this worksheet. You might need to consult your database administrator or server administrator for this information. For more information about the concepts related to your installation choices, see Appendix B, Server options in AR System installation.


License

113

Portmapper: Y / N
TCP port: _______________________________________________

Plug-in port:____________________________________________
Installing
API package: Y / N




115


SNMP configuration

Web services: ___________________________________________

Informix database information

Which database: ________________________________________ Enter Informix.
Installing
Informix home directory path: _____________________________

Path to the installation directory of the Informix database. The default is $INFORMIXDIR.
Informix configuration file name: ___________________________

Name of the Informix configuration file. The default is onconfig.
Database server name: ___________________________________

This option is for remote installations only. Enter the system name found in the $INFORMIXDIR/ETC/SQLHOSTS file. The SQLHOSTS file contains the dbservername, nettype, hostname and servicename. The system name is the Informix DBSERVERNAME.

Name of the AR System database. New or overwrite installations Provide a name for the new AR System database that the installer will create. If the user name and tablespace were created before this installation, they will be overwritten. Upgrade installations Provide the name of the existing database. If you are upgrading, and you changed your AR System user name and password since your last installation, the installer prompts you for the new AR System server administrator user name and password. Default: ARSystem
117
If you do not have passwords for these applications, this window sets the passwords. To change the password after the installation, you must use BMC Remedy Administrator.
Unicode: Y / N
Choose whether to use Unicode.
Note: You cannot upgrade the Informix database to Unicode. Instead, export your forms and data, perform a fresh installation of Informix, and then import your forms and data into the new database.
Language packs: ________________________________________

Which database space: ___________________________________

Enter the database space name.
User name for <AR System database>: _______________________

The administrator who has permission to create the AR System database. The default name is ARAdmin. This user can also create forms on the AR System database. New installations: The installer creates the AR System database user name you specify, its corresponding password (see next item in this table), and the AR System database (tablespace). Upgrades: The installer uses the existing AR System database user name and password.
Installing
Upgrade or overwrite: If the user name and tablespace were created before you install, they will be overwritten during installation.
Password for <AR System database>: ________________________

The password that corresponds to the AR System database user name. The default password is AR#Admin#. Upgrades: You will not need to enter the database system password.
Note: After you install the AR System server, you can change the AR System database user password in BMC Remedy Administrator. See the BMC Remedy Administrator online help for more information.


Choose whether to start AR System automatically or manually.
119
If you enter Y, the AR System services are automatically started after a reboot. If you enter N, you must manually start the AR System services after a reboot. When you have completed the installation steps outlined in this worksheet, the installer displays file installation messages and an installation complete message.
Chapter
WindowsInstalling AR System clients

AR System includes several client tools designed for various types of user and administrator access. Clients are available for Windows only, and must be installed on the computers that users and administrators use to access AR System. The three clients that can be installed separately, BMC Remedy Administrator, BMC Remedy User, and BMC Remedy Alert, are discussed in this chapter. This chapter describes what you need to do to prepare target systems for installation, and provides installation instructions for each client. The following topics are provided: Preparing to install AR System clients (page 122) AR System client installation worksheet (page 124) Installing BMC Remedy Administrator (page 125) Installing BMC Remedy User (page 127) Installing BMC Remedy Alert (page 131) Uninstalling AR System clients (page 134)
Note: Read the Release Notes before you perform any of the steps in this chapter.
WindowsInstalling AR System clients
121
Preparing to install AR System clients

This section describes issues you should consider and preparatory steps you should perform before you install the AR System clients.
Specifying the user configuration directory

Use a separate directory for local user information. The user configuration directory, also known as the Home directory, stores definition folders and user-specific configurations, such as preferences and saved searches. When you upgrade, the installers prompt you to identify an existing user configuration directory. When you install AR System clients for the first time, the installers prompt you to create a user configuration directory in a location that you specify.
Understanding the default Home directory

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

Although not required to install an AR System client, at least one AR System server must be installed before you can use the installed client. The AR System server can be installed locally or be accessible through a network. The AR System client installers prompt you to identify the AR System servers that will be available. If you have chosen to use centralized preferences, one of the AR System servers entered should be a preference server.
122 Chapter 9WindowsInstalling AR System clients
Installing
Uninstalling existing versions (BMC Remedy User overwrite)

Before you perform an overwrite installation of BMC Remedy User, uninstall the existing version. Before you uninstall: Save any reports, macros, or searches to another directory. Check to see if your installed copy of BMC Remedy User is installed in its own directory. If it is, remove the entire directory when prompted to do so by the uninstaller and reboot your computer before you install the new BMC Remedy User. Check to see if you installed BMC Remedy User and other clients (such as BMC Remedy Administrator) in the C:\Program Files\AR System\Home directory. If these clients are installed in this directory, do not choose to remove the entire directory when the uninstallation program prompts you to.
Note: Consider installing 7.0 versions of BMC Remedy clients into separate directories to facilitate uninstallations. For example, if you have separate installation directories, you can delete directories without deleting shared DLLs.
Preparing for BMC Remedy Alert

For BMC Remedy Alert, make sure that the supported version of Internet Explorer is installed locally. If you are upgrading a client computer that used Remedy Notifier, upgrade BMC Remedy User or BMC Remedy Alert to version 7.0. If users will access BMC Remedy Alert through a browser, no action is necessary.
Preparing to install AR System clients
123
Reviewing the documentation

Before you install AR System clients, review the following information: The Release Notes on the Customer Support website at http://supportweb.remedy.com. The requirements for BMC Remedy User in the compatibility matrix at http://supportweb.remedy.com.
AR System client installation worksheet

Use the following worksheet to make sure that you have prepared the client computer and that you have all the information you will be prompted for during the client installations.
1 Record the AR System servers that BMC Remedy Administrator,
BMC Remedy User, and BMC Remedy Alert will connect to, and the TCP and RPC port numbers, if you assigned them. (Port numbers are not required if you registered the AR System server with a portmapper. For more information, see Registering with a portmapper on page 146.)
AR System component AR System server name Preference server name TCP port (BMC Remedy User) number RPC port number
2 Specify the default Home directory location.
____________________________________________________________
3 For BMC Remedy User, choose the optional components to install.
__ Crystal Reports __ ODBC
Installing
Installing BMC Remedy Administrator

BMC Remedy Administrator is required to configure AR System servers, create forms and workflow, and create user accounts. A separate tool, BMC Remedy Import, is installed with BMC Remedy Administrator. BMC Remedy Import provides the capability to import data from a variety of sources into AR System forms. BMC Remedy Administrator can be installed on Windows server computers to provide local administration. It can also be installed on Windows client computers with network access to Windows or UNIX AR System servers to provide remote administration. Some BMC Remedy Administrator functions will not be enabled if you do not use a compatible browser (which is listed on the compatibility matrix at http://supportweb.remedy.com).
Note: If you just installed another AR System client, wait a few minutes before you install BMC Remedy Administrator to make sure that the previous installation program has completed all the tasks associated with the installation.
To install BMC Remedy Administrator

1 Exit any AR System client applications that are running. 2 Access the installation software.
From CD Log in to Windows as an administrator and insert the CD into the drive. If autorun is enabled, the CD browser opens. Click AR System Clients. If the CD browser does not start, open admin.exe. From HTTP download: If you downloaded AR System to a location where you will not install AR System clients, copy the downloaded directory and its contents to the computer where you will install the clients. From the download directory, run admin.exe. When you open this file, the installation files are unpacked into a temporary directory, and the Setup program starts.
Installing BMC Remedy Administrator
125
At any time during setup, you can exit the installer. However, your settings up to that point in the installer are not saved when you return.
Note: You must use a compatible version of Internet Explorer (which is listed on the compatibility matrix) to use BMC Remedy Administrator.
The Welcome screen appears.

3 Click Next. 4 In the Software License Agreement screen, click I Agree to accept the
licensing terms. The Choose Destination Folders screen appears.

5 Click Next for the default installation folder, or click Browse to choose a
different installation folder.

Note: If you are installing BMC Remedy Administrator for the first time, make sure that you install each AR System component into a separate folder under the top-level AR System folder (for example, C:\Program Files\AR System\Admin) and not into a subfolder of another AR System component (for example C:\Program Files\AR System\User\Admin).
6 In the AR System Server Locations screen, enter information about the
AR System servers that BMC Remedy Administrator will connect to. Use the Add, Edit, and Remove buttons to configure the list of servers. If you click Add, the Add Server dialog box appears. Identify servers by the server name, which is the host name or the name entered during AR System server installation. Enter a new server name and its TCP and RPC port numbers, if applicable. If you click Edit, the Edit Server Properties dialog box appears. Enter a different server name and its TCP and RPC port numbers, if applicable. If you plan to use centralized preferences, one of the servers should be a preference server. For more information, See Centralized preferences on page 148.
Installing
If any clients have been installed on this computer, the AR System servers configured in the previous installation will be listed. At least one AR System server must be available to use BMC Remedy Administrator. After installation, you can add, modify, and remove servers when you log in to BMC Remedy Administrator.
7 Click Next.
The Summary screen appears.

8 Review your selections. 9 To change settings, click Back until you reach the target screen. 10 Click Next to begin the installation.
When the installation is complete, the Setup Complete screen appears.

11 Click Finish to complete the installation.
Installing BMC Remedy User

BMC Remedy User is used to submit new AR System requests, search existing requests, and perform some administrative functions, such as exporting data. BMC Remedy User can be installed on Windows server computers to provide local access. It can be also installed on Windows client computers with network access to Windows or UNIX AR System servers to provide remote access.
Note: If you just installed another AR System client, wait a few minutes before you install BMC Remedy User to make sure that the previous installation program has completed all the tasks associated with the installation.
During the installation, some registry entries must be modified. Therefore, you must be a member of the local administrators group and have writeaccess to the HKEY_LOCAL_MACHINE registry.
127
To install BMC Remedy User

From CD Log in to Windows as an administrator and insert the CD into the drive. If autorun is enabled, the CD browser opens. Click AR System Clients. If the CD browser does not start, open user.exe. From HTTP download: If you downloaded AR System to a location where you will not install AR System clients, copy the downloaded directory and its contents to the computer where you will install the clients. From the download directory, open user.exe. When you open this file, the installation files are unpacked into a temporary directory, and the Setup program starts. At any time during setup, you can exit the installer. However, your settings up to that point in the installer are not saved when you return. The Choose Setup Language screen appears.
3 Choose a language, and click OK.
The default language selection is the locale language of the operating system. However, you can change the selection. The Welcome screen appears.
4 Click Next.
The Software License Agreement screen appears.

5 Click I Agree to accept the licensing terms.
The Select Components screen appears.
Installing
6 Select the optional components to install.
The Crystal Reports option installs the Crystal Reports engine libraries that enable users to display and print predefined Crystal reports. This is an alternative to the BMC Remedy User reporting function. You must install this option to use Crystal Reports for report generation. You do not need to install this option if you will use the reporting capability only to export data. The ODBC option installs the AR System ODBC driver, which offers compatibility with a range of ODBC clients such as Microsoft Access and Microsoft Excel. This option is required for Crystal Reports. If you choose the Crystal Reports option, this option will also be installed. Both options are selected by default, but you can deselect them.
7 Click Next.
The Select Action Request User Resource screen appears.

8 Select the language or languages for this installation.
English is selected by default on English language systems. On non-English language systems, English and the operating system language of the local system, if available, are selected. You cannot clear the English option because English is required to submit requests to Customer Support. You can select multiple languages.
9 Click Next.
The Choose Destination Folders screen appears. If you do not want to use the default destination directory, click Browse to choose another directory.
Note: If you are installing BMC Remedy User for the first time, make sure that you install each AR System component into its own separate directory under the top-level AR System directory (for example, C:\Program Files\AR System\User) and not into a subfolder of another AR System component (for example, C:\Program Files\AR System\Admin\User).
10 Click Next.
The AR System Server Locations screen appears.
129
11 Enter information about the AR System servers that BMC Remedy User will
connect to. Use the Add, Edit, and Remove buttons to configure the list of servers. If you click Add, the Add Server dialog box appears. Identify servers by the server name, which is the host name or the name entered during AR System server installation. Enter a new server name and its TCP and RPC port numbers, if applicable. If you click Edit, the Edit Server Properties dialog box appears. Enter a different server name and its TCP and RPC port numbers, if applicable. If you plan to use centralized preferences, one of the servers should be a preference server. See Centralized preferences on page 148. If any clients have been installed on this computer, the AR System servers configured in the previous installation will be listed. At least one AR System server must be available to use BMC Remedy User. After installation, you can add, modify, and remove servers when you log in to BMC Remedy User.
12 Click Next.

13 Review your selections.
To change settings, click Back until you reach the target screen.
14 Click Next to begin the installation.

Installing
Installing BMC Remedy Alert

BMC Remedy Alert informs users when they have received alerts from an AR System server. An alert contains information about AR System transactions, such as help desk requests or escalations. BMC Remedy Alert is installed with BMC Remedy User, but can be installed separately, so users can install BMC Remedy Alert even if they will not install BMC Remedy User. Alerts can be viewed in BMC Remedy User and through a browser, if the mid tier is installed and the AR System administrator has enabled alerts on the web. If users will access alerts with BMC Remedy User, make sure that BMC Remedy User is upgraded to version 7.0 before installing BMC Remedy Alert.
Note: If you just installed another AR System client, wait a few minutes before you install BMC Remedy Alert to make sure that the previous installation program has completed all the tasks associated with the installation.
For information about configuring a server to process alerts, see the Configuring guide after you install BMC Remedy Alert.
To install BMC Remedy Alert

From CD: Log in to Windows as an administrator and insert the CD into the drive. If autorun is enabled, the CD browser opens. Click AR System Clients. If the CD browser does not start, open alert.exe. From HTTP download: If you downloaded AR System to a location where you will not install AR System, copy the downloaded directory and its contents to the computer where you will install the clients. From the download directory, open alert.exe.
131
When you open this file, the installation files are unpacked into a temporary directory, and the Setup program starts. At any time during setup, you can exit the installer. However, your settings up to that point in the installer are not saved when you return. The Choose Setup Language screen appears.
3 Choose a language and click OK.
The default language selection is the locale language of the operating system. However, you can change the selection. The Welcome screen appears.
4 Click Next.
The Software License Agreement screen appears.

5 Click I Agree to accept the licensing terms.
The Select Action Request Alert Resource screen appears.

6 Select the language or languages for this installation.
English is selected by default on English language systems. On non-English language systems, English and the operating system language of the local system, if available, are selected. You cannot deselect English because English is required to submit requests to Customer Support. You can select multiple languages.
7 Click Next.
The Choose Destination Folders screen appears. If you do not want to use the default destination directories, click Browse to choose another directory.
Note: If you are installing BMC Remedy Alert for the first time, make sure that you install each AR System component into a separate folder under the top-level AR System folder (for example, C:\Program Files\AR System\Alert) and not into a subfolder of another AR System component (for example C:\Program Files\AR System\User\Alert).
8 Click Next.
The AR System Server Locations screen appears.
Installing
9 Enter information about the AR System servers that BMC Remedy Alert will
connect to. Use the Add, Edit, and Remove buttons to configure the list of servers. If you click Add, the Add Server dialog box appears. Identify servers by the server name, which is the host name or the name entered during AR System server installation. Enter a new server name and its TCP and RPC port numbers, if applicable. If you click Edit, the Edit Server Properties dialog box appears. Enter a different server name and its TCP and RPC port numbers, if applicable. If you plan to use centralized preferences, one of the servers should be a preference server. See Centralized preferences on page 148. If any clients have been installed on this computer, the AR System servers configured in the previous installation will be listed. At least one AR System server must be available to use BMC Remedy Alert. After installation, you can add, modify, and remove servers when you log in to BMC Remedy User.
10 Click Next.

11 Review your selections.
To change settings, click Back until you reach the target screen.
12 Click Next to begin the installation.

13 Deselect the Start BMC Remedy Alert After Installation Exits check box if
you do not want to start BMC Remedy Alert. If you leave the check box selected, the BMC Remedy Alert login screen appears after you click Finish.
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Uninstalling AR System clients

Follow this procedure to uninstall AR System clients.
To uninstall AR System clients

1 Choose Start > Settings > Control Panel. 2 Double-click the Add/Remove Programs icon.
The Add/Remove Programs Properties screen appears.

3 From the list of applications, select BMC Remedy Administrator 7.0,
BMC Remedy User 7.0, or BMC Remedy Alert 7.0.

4 Click Remove. 5 Click Yes to continue.
The Remove Programs From Your Computer screen appears. A series of prompts appear, asking whether you want to delete the directories that contain the user configuration files (Home directories). You will be prompted to delete the configuration files from each Home directory you created, along with the default users files, located in the default directory: C:\Program Files\AR System\Home. You will also be prompted to remove files from the installation directory. Remove these items only if you are sure that you want to remove everything from the specified folders. You should not remove the installation directory until all clients have been uninstalled.
6 Choose Yes or No as appropriate.
You might be prompted to remove shared files. It is generally safe to remove shared files, because the registry tracks the applications that use files. However, applications that do not use the registry might use a shared file, so if you are not sure of the impact of removing a shared file, do not remove it. If you do not remove shared files, some AR System files will remain on your system.
7 When the uninstall is complete, select the option to restart the computer
now, or restart it later. Click Details to view information about the files that were not removed. You can remove these files manually. Check the uninstall log for information.
8 Click Finish.
Appendix
Locating AR System files and forms

This appendix describes the files that AR System server and client installers create and modify on the target system. It also describes the forms that are installed when you install the AR System. You cannot move AR System server files. You must reinstall AR System if you want to move the server to a new computer. You can preserve the environment by exporting data and structures and importing them into the new location. See the Configuring guide and the Form and Application Objects guide for more information. If you do not specify other directories during the installations, files are created in the default directories described in the following sections.
Note: Read the Release Notes before you perform any of the steps in this chapter.
The following topics are provided: AR System server and components (page 136) AR System clients and components (page 136) AR System server files on UNIX (page 137) AR System files on Windows (page 138) Forms installed with AR System (page 141)
Locating AR System files and forms
135
AR System server and components

The default installation directories are as follows: UNIX/usr/ar/<server_name> and /etc/arsystem/<server_name> WindowsC:\Program Files\AR System In the AR System documentation, these directories are referred to as <ar_install_dir>. In other words, if you accept the default installation directory when you install the AR System server, the text <ar_install_dir> in the documentation refers to c:\Program Files\AR System or /usr/ar. If you choose another directory, then the text <ar_install_dir> in the document refers to your installation directory.
AR System clients and components

The AR System clientsBMC Remedy Administrator, BMC Remedy User, BMC Remedy Alert, and BMC Remedy Importare available only for Windows. BMC Remedy Import is installed with BMC Remedy Administrator. The default installation directories are as follows: Executablesc:\Program Files\AR System User configuration settingsc:\Program Files\AR System\Home In the AR System documentation, the text <ar_install_dir> refers to the client installation directory. If you choose another directory, then the text <ar_install_dir> in the document refers to your installation directory. AR System client installers also create and modify a directory to contain a users personal configuration information. This file is referred to in the AR System documentation as <ar_home_dir>. For information about this directory and its contents, see Specifying the user configuration directory on page 122.
136 Appendix ALocating AR System files and forms
Installing
AR System server files on UNIX

The following table shows the files that are created or modified when you install the AR System server on UNIX.
File Executable files Configuration file AR System servers Location
<ar_install_dir>/bin /etc/arsystem/<server_name>/armonitor.conf /<ar_install_dir>/conf/ar.conf <ar_install_dir>/conf/ar /etc/init.d/arsystem /etc/init.d/arsystem_<server_name>
Note: During install, you can choose to have a startup script included.
License files Default log file Install log file Error file Lock files API Package
/etc/arsystem/<server_name>/arsystem.lic <ar_install_dir>/db/*.log /usr/tmp/ar_install.log <ar_install_dir>/db/arerror.log <ar_install_dir>/db/*.lck <ar_install_dir>/api
Java doc files:

<ar_install_dir>/api/doc
Header files:
<ar_install_dir>/api/include/*.h
Library files:
<ar_install_dir>/api/lib/*.a
Source code examples:

<ar_install_dir>/api/src
Sample Application Catalog files
<ar_install_dir>/sample_db /usr/lib/locale/C/LC_MESSAGES (Solaris and Linux) /usr/lib/nls/C (HPUX) /usr/lib/nls/msg/En_US (AIX)
System Error Messages Help
<ar_install_dir>/help
AR System server files on UNIX
137
AR System files on Windows

The following tables show the locations of files that are installed into the default directories on a Windows system.
Windows AR System server file locations

These files are created or modified when you install the AR System server on Windows.
Note: It is recommended that you retain this file structure. Do not remove DLL files from the arsystem/bin directory. If DLLs are not located in the bin directory, the thread running a process that requires a missing DLL will hang.
File Executable/DLL files Configuration file

AR and ar.ini files
Location
<ar_install_dir> <ar_install_dir>\conf\ar.cfg \<ar_install_dir>\conf\armonitor.cfgnew C:\Documents and Settings\<user_name>\Application Data\AR System\HOME C:\Program Files\Common Files\AR System\ Licenses\<server_name>\arsystem.lic C:\Program Files\Common Files\AR System\Licenses\ C:\Program Files\Common Files\AR System\Licenses \<arserver_name>\arsystem.lic <drive>:\temp\<server_name>_ar_install_<timestamp>.log <drive>:\temp\arinstall.log <ar_install_dir>\arserver\db\arthread.log <ar_install_dir>\arserver\db\*.log <ar_install_dir>\arserver\db\arerror.log
License file
Install log file Installation error log file Thread log file Default log files Error files
Installing
File API Package
Location
<ar_install_dir>\arserver\api Java doc files: <ar_install_dir>\arserver\api\doc Header files: <ar_install_dir>\arserver\api\include\*.h Library files: <ar_install_dir>\arserver\api\lib*.dll Source code: <ar_install_dir>\arserver\api\driver <ar_install_dir>\arserver\samples <ar_install_dir>\arserver\conf\armaild.cfg
Sample files Email notification and submission configuration (You must install and configure BMC Remedy Email Engine to use notifications.)
AR System help documentation docs folder on the CD or HTTP download location System Error Messages Help
<ar_install_dir>\arserver\help
AR System files on Windows
139
Windows AR System client files

These files are created or modified when you install AR System clients on Windows. The user settings contained in the <ar_home_dir> are default values until the user customizes these settings.
Category Executables Help information User configuration AR System servers Macros User defaults User views Form definition cache Custom report design Location
<client_install_dir> <client_install_dir>\resdlls\* <ar_home_dir>\ar.ini <ar_home_dir>\ar <ar_home_dir>\arcmds\<macro_name>.arq <ar_home_dir>\<form_name>\<form_name>.ard <ar_home_dir>\<form_name>\<form_name>.arv <ar_home_dir>\<form_name>\<form_name>.arf <ar_home_dir>\arcmds\<report_name>.arr
Note: If you use centralized preferences, the <ar_home_dir> files will be stored on the server and not in the local directories.
For new installations, the default <ar_home_dir> is C:\Documents and Settings\<user_name>\Application Data\AR System\HOME.
BMC Remedy SNMP Agent files

These BMC Remedy SNMP Agent files are installed when you install the AR System server.
Category Executables Configuration MIBS Location
arsnmpd.exe, snmptrap.exe arsnmpd.cfg, armonitor.cfg RFC1213.txt, Remedy-ARS-MIB.txt
Installing
Forms installed with AR System

The forms listed in the following sections are installed when you install AR System, depending on your installation choices.
Basic server installation

This section describes the forms installed when you do not choose additional packages. Alert Events Alert List Application Pending Application Statistics Application Statistics Configuration AR System Application State AR System Currency Codes AR System Currency Label Catalog AR System Currency Localized Labels AR System Currency Ratios AR System Message Catalog Group Home Page Report ReportCreator ReportSelection ReportType Roles Server Events Server Statistics User
Forms installed with AR System
141
LDAP packages
In addition to the forms installed with the basic installation, you also install the following forms for the LDAP: Configuration ARDBC ARDBC LDAP Configuration AREA LDAP Configuration
Preferences
These forms are installed when you choose to install preferences: AR System Administrator Preference AR System User Central File AR System User Preference For information about forms installed with BMC Remedy Email Engine and BMC Remedy Flashboards, see the Administering BMC Remedy Email Engine and the Administering BMC Remedy Flashboards guides.
Appendix
Server options in AR System installation

When you install a new AR System server, or upgrade an existing AR System server installation, the installer prompts you for system settings, database information, and optional component information. This appendix describes these options, which apply to both UNIX and Windows, unless otherwise noted. The following topics are provided: Server name (page 144) Destination directory (page 145) Port numbers (page 145) System components (page 148) AR System database names and passwords (page 150) Upgrade, overwrite, or share options (page 151) Plug-in components (page 154) Unicode (page 155) Startup options (page 156)
Server options in AR System installation
143
Server name
The AR System clients will be unable to communicate with the AR System server if the server does not have a unique name that clients can resolve into an IP address. Unique AR System server names are required to distinguish between multiple AR System servers on a single computer. Unique AR System server names: Make sure that the correct licenses are used. Identify the correct AR System database for each AR System server. Allow you to selectively stop and start server processes. The AR System server name identifies the configuration file and the service (armonitor) associated with each AR System server. Windows: Whether you are doing a new installation or you are upgrading your AR System server, the first server you install on a computer appears in Windows Services as BMC Remedy Action Request System Server. Additional servers appear as follows: AR System Server <server_name>. UNIX: The following daemons are listed for each AR System server that is running: armonitor, arforkd, arplugin, and arserverd. To display all services that are currently running, issue the following command:
# ps -ef | egrep ar
The AR System services will appear as follows:

<ar_install_dir>/bin/armonitor -s <server_name> -c <ar_home_dir>/armonitor.conf <ar_install_dir>/bin/arserverd -s <server_name> -i <ar_install_dir> -l <ar_license_dir>
Note: The first time that you install an AR System server on a computer, the installer does not prompt you for a server name because it uses the host name.
144 Appendix BServer options in AR System installation
Installing
When you install another server on a computer where at least one AR System server is already installed, or when you reinstall an AR System server, you will be prompted during installation to enter the AR System server name unless you install into the same directory. When you enter a new server name, a new AR System server is created and the original server is unchanged. Use the host name when entering the AR System server name. Do not use a fully qualified domain name. If you choose the overwrite option or upgrade option, the existing AR System server is replaced or upgraded to the new version. If you plan to install multiple AR System servers on a single computer, you should create AR System server names before you install the servers. If an AR System server will be accessible over a network, the server name must be resolvable to an IP address. To make sure that clients can resolve the server name, use only alphanumeric names containing only lowercase letters a through z and numbers 0 through 9. Avoid hyphens (-), underscores (_), and other special characters ($, for example) because these characters do not comply with DNS rules. Server names are case sensitive.
Destination directory
The directory where you plan to install the AR System server must have adequate disk space. The installer assumes that you are connecting to the local computer where you are installing the AR System server.
Port numbers
Port numbers identify the TCP ports where the AR System server and the plug-in server will run. The installer prompts you to choose how port numbers are handled for the AR System server and its extensions, such as the plug-in server.
Note: The TCP port number for the AR System server and the port number for the plug-in server cannot be the same.
Destination directory
145
Registering with a portmapper

A portmapper is a service that runs independently of the AR System server and serves as a directory of port numbers. If a server is registered with a portmapper, it is not necessary to specify the port number in the client because the portmapper can locate the port and direct clients to the appropriate location. If a server is not registered with a portmapper, or a Port 111 firewall blocks the portmapper port, you must specify the port in the Advanced Properties settings in BMC Remedy Administrator and BMC Remedy User. If you specify a port, you are not required to register with the portmapper. When you start the server, it will open a port to listen to. You can specify a port for the server or let the server obtain an available port dynamically. If you specify a port, the server will open with the same port every time it runs. If you do not specify a port, the port can change every time the AR System server restarts. You can choose to register a server with a portmapper and assign a port number. For example, if you register a server with a portmapper and specify a particular port, and you do not expose the portmapper outside a firewall, clients within the firewall do not need to be configured to access the specified port number. They can access the portmapper, which directs them to the port. Clients outside the firewall must be configured to access the specified port number.
Note: If you use portmapper for one server on the computer, you must assign TCP and plug-in port numbers to all other servers on the computer. (Only one AR System server on any server can register with portmapper.) If you configure two or more servers to use portmapper by mistake, the last server to start will be the only one registered and available for login without identifying a TCP port in the Accounts window. For more information, see the Configuring guide.
For Windows: The AR System server installer searches for an existing portmapper. If a portmapper is installed and running and you choose to register with a portmapper, the AR System will register the server with that portmapper. If the installer does not detect a running portmapper, then servers will be registered with AR System Portmapper, which is included in the server installation.
Installing
Note: The AR System server does not have a default port. The portmapper randomly assigns ports and will not always assign the same port to the AR System server. To make sure that the portmapper always uses the same port for the AR System server, specify a port during install or use BMC Remedy Administrator to configure the AR System server after you install it.
Assigning port numbers

You must assign a port number to any AR System server that you want clients to access directly, and to the plug-in server, if you choose not to register with a portmapper. Do not assign port numbers that conflict with port numbers used by other applications or other programs running on your system. To find out which port numbers are already in use, use the netstat -na command (UNIX) or the netstat -a command (Windows) at the command prompt. If you do not check available ports, you could assign port numbers that conflict with other applications and your servers might not start as expected. Port numbers within the range 11024 are available for use only by the superuser, and many of these numbers are reserved. Additionally, port numbers lower than 1024 cannot be accessed by AR System clients earlier than version 5.0. For these reasons, you should assign port numbers greater than 1024. You can enter your selections on the worksheet for your platform so that the information will be available when you run the AR System server installer.
Note: You can also add the ports to the TCD-Specific-Port and Plugin-Port parameters in the ar.conf (ar.cfg) file. For more information, see the Configuring guide.
For more information about port numbers, go to http://www.iana.org/

assignments/port-numbers.
Port numbers
147
System components
When you install an AR System server, you are prompted to choose among several options that enable functionality. The primary reason that you need to plan for these functions before you install an AR System server is that you need to install the optional components or forms that enable these functions.
Centralized preferences
This option installs the centralized preferences forms, which store a users preferences when that user logs in to AR System from different computers using BMC Remedy User, or logs in from a browser. If you cleared the Centralized Preferences option during installation, user preferences will be stored locally for BMC Remedy User clients, and will be available only on the computer where the preferences are set. Local preferences are not available for web clients. If you cleared the Centralized Preferences option during installation and subsequently want to use centralized preferences, you can import the definition files. For more information, see the Configuring guide.
API suite and plug-ins

AR System includes plug-ins and corresponding application program interfaces (APIs) that extend AR System functionality to external data sources. The plug-in service, a companion server to the AR System server, loads the plug-ins and accesses them upon request from the AR System server. When you install AR System, you are prompted to choose whether to install the provided Lightweight Directory Access Protocol (LDAP) plug-ins (AREA LDAP and ARDBC LDAP), as well as the components to create your own AREA and ARDBC plug-ins, and the API package. The AR System API suite is composed of a C application program interface (API), a Java API, a plug-in API, and plug-ins that use APIs: AR System External Authentication (AREA)Accesses network directory services, such as Lightweight Directory Access Protocol (LDAP). You can create and configure your own custom authentication plug-in, or you can use the provided plug-in. The AREA plug-in also enables AR System users to consolidate user authentication information for external applications or data sources.
Installing
AR System Database Connectivity (ARDBC)Accesses external sources of data. The ARDBC plug-in, which you access through vendor forms, enables you to perform the following tasks on external data: Create, delete, modify, and get external data Retrieve lists for external data Populate search-style character menus Alternatively, you can use the ARDBC LDAP plug-in, which is part of AR System, to access LDAP services through forms in BMC Remedy Administrator. For more information about this ready-to-use plug-in, see the C API Reference, and the Integrating guides. BMC Portal plug-inEnables authentication of user names and passwords against a BMC Portal user database. If you choose this option, you must also enter the authentication endpoint URL, which is the address of the web service within the BMC portal that provides the authentication service. The BMC Portal plug-in is installed along with the AR System server when the server is installed as an embedded component of BMC Service Impact Manager.
WARNING: Do not install this option when the AR System server is not a component of BMC Service Impact Manager that requires this type of authentication. If you install the plug-in, but it is not part of BMC Service Impact Manager, the server will be configured to use external authentication, and you will be unable to log in.
Install the API if you will install the mid tier, or if you require functionality that is not included in the AR System client tools.
Note: If you do not install the API package when you install AR System, you can install it later by performing an upgrade and choosing to install only the API package.
For additional information about the API package, see the C API Reference guide.
System components
149
Samples
This option installs a sample application that demonstrates many AR System functions and features. The sample application is self documenting; many of the Help fields in the sample application contain information about the application and how to use it.
AR System database names and passwords

When you perform a new or overwrite installation of AR System, the installer prompts you for an AR System database name, user name, and password. Default values are as follows: AR System database name: ARSystem AR System database user name: ARAdmin (all databases, except a remote DB2), aradmin (remote DB2) AR System database user password: AR#Admin#
Upgrade
When the installer prompts you, enter the user name and the tablespace (database) name of your existing AR System database. You must also enter the database system password. You cannot change the user name or the tablespace (database) name already stored in the AR System from your previous installation because the installer needs this information to complete the upgrade.
Note: If you are upgrading, and you changed your AR System user name and password since your last installation, the installer prompts you for the new AR System server administrator settings: the new AR System user name and new AR System password.
Installing
New or overwrite
The installer prompts you for an AR System user name and password, and database administrator user name and password. The installers then creates a database user account and a tablespace (or database). The installation software prompts you for an AR System user name and password, then creates the user name that you specified and a tablespace (or database). The default database name is ARSystem, and the default user name is ARAdmin. If you created the database user name and tablespace before you installed AR System, they will be overwritten during installation. To increase system security, after the installation, consider changing the AR System database user password or default password, and the database user name. For more information, see the Configuring guide.
Upgrade, overwrite, or share options

If you install an AR System server over an existing AR System server, you will be prompted to upgrade, overwrite, or share the existing AR System database. To install two or more AR System servers on this computer, install each server into a separate directory. To upgrade or overwrite an existing AR System server, install the new version into the directory where the existing server is installed.
Upgrade option
If you choose the upgrade option, your environment (forms, data, and workflow) is retained, and the AR System database is updated to support the new server. Note the following when you upgrade an existing AR System database: The upgrade process can vary from a few minutes to over an hour, depending on the size of your database.
151
The upgrade process does not change the database to a different type of database. For Sybase, the upgrade will change the meta-data only. It will not affect defined forms or workflow created after the installation. You must have sufficient database transaction log space before you attempt to upgrade AR System. Log space needs depend on the database definition size, number of records in the database, current version of the database, block size, and extent size. It might require 50 MB or more. You do not need to enter the database system password. Verify that the new system message catalogs replace the original catalog files. (See Appendix B, Server options in AR System installation, to find the path to the catalog files.) You should back up the existing AR System environment (forms, data, and workflow) before you upgrade. To back up your environment, either back up your underlying database or export the existing AR System data and server structure definitions.
Overwrite option
If you choose the overwrite option, a new AR System database will be created, and your existing data and structures will be lost. If you overwrite the AR System database, the server uses the database name and user name that it used for the previous installation. If you plan to restore your AR System data after the installation, export your AR System data and definitions before you overwrite it.
Share option for server groups

If you chose the share option for an AR System server, you can configure that server to belong to a server group. All your existing data, forms, and workflow are preserved.
Installing
Use this option if you are creating a server group. When you install the first AR System server to belong to a server group, use either the overwrite or upgrade option. After you install the first server, choose the share option for subsequent servers that belong to the same group. If you choose the share option, servers will share the AR System database. AR System servers that belong to a server group share floating licenses and use the same AR System database. In addition, a server group provides automatic fail-over for its member servers for some operations, such as escalations. After the installation, see the Configuring guide for information about server groups, how to configure the servers to belong to the same server group, and how to modify configuration files that the installer creates. The share option is not compatible with pre-6.0 AR System servers.
Upgrading or overwriting the BMC Remedy Full Text Search option

If you use the full text search (FTS) option with your existing AR System server, you can choose to overwrite your existing indexes, or you can leave them unchanged. The AR System server installer prompts you to specify the FTS collection directory. If you choose to install FTS into the same directory that was used in the previous installation, your existing indexes will be overwritten and you will need to rebuild them after installation. If you choose a different FTS collection directory, your indexes will remain unchanged. However, the AR System server will use indexes in the directory you specify during the installation. To use your existing indexes, you will need to move them into the new directory after installation.
Note: Reindex FTS only if you are upgrading from 5.0 to a higher version.
See the Optimizing guide for instructions on moving or rebuilding indexes after installation.
153
Plug-in components
In addition to the ARDBC, AREA, and BMC Portal plug-ins, the installer prompts you to install the web services and BMC Remedy SNMP agent plugin components.
Web services
If you choose this option, the installer installs files and forms that enable the plug-in server to issue remote procedure calls (RPCs). For more information about web services, see the Integrating guide.
BMC Remedy SNMP Agent

During installation, you are prompted to install and configure the BMC Remedy Simple Network Management Protocol (SNMP) Agent. SNMP is a set of protocols that network administrators use to manage complex networks and to query server statistics data. BMC Remedy supports the following versions of SNMP: 1, 2c, 3. BMC Remedy SNMP Agent monitors the AR System server and the BMC Remedy Distributed Server Option (DSO) processes. If any of these processes change state (for example, if a process becomes inactive), the BMC Remedy SNMP Agent sends a trap (or notification) to a trap receiver. Each trap contains the following information: Name of the process (for example, AR System plug-in) Name of the AR System server associated with that process (for example, AR System 1) The state of that process (active =1, inactive =2) You can also configure network management stations to query the BMC Remedy SNMP Agent about the state of AR Monitor. Check with your network administrator to see if you must configure the BMC Remedy SNMP Agent and what specific configuration settings you must use. If you do not configure the BMC Remedy SNMP Agent during installation, you can use the procedure in the Configuring guide to configure and start the Agent later.
Installing
Unicode
During the server installation, you are prompted to enable Unicode. Unicode is a universal character set that includes more characters than ASCII. When you use Unicode, you: Can encode both multi-byte languages (such as Chinese and Japanese) and single-byte languages (such as English and German) using the same database. Maintain one database for multiple languages and for multiple locales, which simplifies administration and maintenance of applications in global installations.
Note: Each character set requires its own server, but multiple AR System servers can share a single database. If multiple servers share the same database (for example, if you are using a Japanese and an English server with the same database), install the English server first.
If you already have a database installed, you must make sure that you change the Unicode type to one of two types that the AR System supports: UTF-16 for Microsoft SQL Server database UTF-8 for Sybase, Oracle, and Informix databases
Note: See your database vendor support for details about upgrading your database to Unicode. You cannot upgrade a database to Unicode. Instead, export your forms, workflow, and data, perform a fresh install of the database, and then import your forms and data into the new database.
Check with your database administrator to make sure that your nonAR System database is configured to accept the Unicode character set.
Note: If you do not configure your database correctly, the data that you create with AR System server will not be converted to Unicode data.
Unicode
155
Startup options
The AR System server installer will prompt you to choose whether to start the service automatically (Windows) or whether to place the service in a system startup file (UNIX). You must decide how you will start the service before you install AR System. On Windows, the AR System server runs as a service, and can be restarted automatically on restart. On UNIX, running the AR System script will start up the AR System server processes. By default, AR System is located in the <ar_install_directory>\bin directory. This script can also be included in the init.d directory to include the startup of AR System when the server is booted. During installation, there is a prompt to include a copy of this script in the processes that will start when the server box is rebooted. To change the startup option after installation, see your system administrator.
Appendix
Customizing UNIX options
This appendix describes ways you can customize your system when installing AR System on UNIX.
Note: Make sure you have the most recent operating system patches and that you have read the Release Notes before you install the AR System and Java SDK if you are using web services.
The following topics are provided: Command options to suppress installation forms (page 158) Specifying a platform for installation (page 158)
Customizing UNIX options
157
Command options to suppress installation forms

To suppress the installation of all installation forms, including the User and Group forms, enter the following command:
# ./ar_install -noschemas
Note: Use this option only when you intend to immediately load forms from a previous installation of AR System.
Specifying a platform for installation

Generally, the installation script dynamically determines the platform on which you are installing AR System. However, you can set the AROS environment variable to force the installation to use a particular platform. Set this variable as described in the following table:
Platform HP 9000 IBM RS/6000 Sun SPARC running Solaris Linux Value
HP or HPUX IBM or AIX SOLARIS LINUX
158 Appendix CCustomizing UNIX options
Appendix
Worksheet for SNMP configuration during AR System installation

This appendix provides a worksheet to use if you will be configuring SNMP during your AR System installation. If you choose to configure SNMP after the installation, see the Integrating with Plug-ins and Third-Party Products guide.
Worksheet for SNMP configuration during AR System installation
159
UNIXSNMP portion of installer

If you want to configure SNMP during the AR System installation on UNIX, record the following information in preparation for the installation. After you complete this portion of the installer, the database portion of the installation begins. Go back to the appropriate section: Oracle, page 57 DB2, page 93 Sybase, page 77 Informix, page 113
SNMP port: ____________________________________________

If you choose to configure SNMP during AR System installation, specify a unique port address that network management stations use to connect to the Agent.
Note: Do not use 161 as the SNMP port number. Many computers come equipped with an SNMP Agent that uses the 161 port as the default port.
For more information, see BMC Remedy SNMP Agent on page 154.
System Location: ________________________________________

A description of the physical location of the computer where the SNMP agent is installed.
System admin contact information:_________________________

Contact information (such as telephone number) for the administrator responsible for the AR System monitored by this SNMP agent.
Authentication mode: ____________________________________

SNMP requests can be authenticated in either community-based or userbased mode.
160 Appendix DWorksheet for SNMP configuration during AR System installation
Installing
Community-based authentication
If you select community-based authentication (SNMP Version 1 or Version 2c), you specify plain-text passwords (community strings) to authenticate requests.
Read-only community string: _____________________________

Password that permits read-only access to SNMP-managed objects.
Read-write community string: ____________________________

Password that permits read-write access to SNMP-managed objects.
Note: The password cannot include spaces and must be 30 characters or less.
User-based Authentication
If you select User-based authentication (SNMP Version 3 only), specify account and password information for individual users. Supports encryption for passwords and request content.
User name: ____________________________________________

User associated with the SNMP agent.
Access mode: __________________________________________

Choose one of the following access modes: Read-onlyData stored in the object can be viewed but not modified. Read-writeData stored in the object can be viewed and modified.
User access mode: ______________________________________

Choose one of the following access modes: Read-onlyData associated with the object can be viewed but not modified. Read-writeData associated with the object can be viewed and modified.
UNIXSNMP portion of installer
161
User authentication level: ________________________________

Choose one of the following authentication levels: No authentication, no privacyUsers with this level only need to supply a valid user name, which functions like a community string or a plain text password. Authentication only, no privacyUsers with this level only need to supply a valid user name. Authentication with privacyUsers with this level must supply a password.
User authentication password: ____________________________

Authentication password. Must be at least 8 characters long.
User password encryption type: ___________________________

MD5 encryption algorithm used to encrypt the password.
Private key password: ___________________________________

Password used to encrypt the SNMP package using the DES algorithm. Must be at least 8 characters long.
Traps
Asynchronous notifications that give the trap receiver specific information about the SNMP agent.
Send Traps?: ___________________________________________

Specify Y to enable agent to send traps.
System name or IP address: ______________________________

Name or IP address of the system that receives the traps.
System port: ___________________________________________

Port number to receive the traps.
Installing
Trap community: _______________________________________

Community receiving the traps.
Trap Type: _____________________________________________

Type of trap to be sent to the receiving system. (SNMP Version 1 or Version 2c)
WindowsSNMP portion of installer

If you want to configure SNMP during the AR System installation on Windows, record the following information in preparation for the installation. After you complete this portion of the installer, the database portion of the installation begins. Go back to the appropriate section: MS-SQL, page 41 Oracle, page 65 DB2, page 93
SNMP port address: _________________________

Enter the unique port address that network management stations use to connect to the Agent.
Note: Do not use 161 as the SNMP port number. Many
computers come equipped with an SNMP Agent that uses the 161 port as the default port.
System location: ___________________________ Contact information: ________________________

Enter the following information: System locationPhysical location of the computer where the SNMP agent is installed. Contact informationContact information (such as telephone number) for the SNMP agent administrator.
163
Plug-in components
Enter an authentication mode: Community-based mode (SNMP v1 or v2c)Uses plaintext passwords to authenticate requests. User-based mode (SNMP v3 only)Creates individual user accounts with passwords. Supports encryption for passwords and request content.
Community-based authentication mode

Read-only string: ___________________________________ Read-write string: ___________________________________ If you selected community-based authentication mode, this screen appears. Enter read-only and read-write community strings. The strings must be 30 characters or less and cannot include spaces.
User-based configuration
SNMP agent user name: ______________________________ Access mode: Read-only Read-write User authentication level No authentication, no privacy Authentication only, no privacy Authentication with privacy
Installing
User-based configuration (continued)

If you selected user-based authentication mode, this screen appears. Enter the following trap-related information: Select the Enable Traps option. Select Trap Type: SNMP v1 SNMP v2c System receiving traps: ______________________________ Name or IP address of the trap receiver. Trap community: ___________________________________ Community receiving the traps. Port number: ______________________________________ Trap receiver port number.
165
Appendix
Mounting a CD-ROM on a UNIX system

You can run the UNIX AR System server and mid tier installation scripts from either a locally attached CD-ROM drive or from a remote drive. Remote and local systems can have different operating systems. For example, you can install AR System on a Sun SPARC station running Solaris from a remote CD-ROM mounted on an HP workstation. This appendix provides instructions for preparing a UNIX system to run the install script from either a locally mounted or remotely mounted CD-ROM. The following topics are provided: Mounting the CD-ROM (page 168) Exporting the CD-ROM from a remote host (page 169) Mounting the remote CD at your local host (page 170)
Mounting a CD-ROM on a UNIX system
167
Mounting the CD-ROM

Follow these steps to mount the AR System for UNIX installation CD.
To mount the CD
1 Log in as the root user:
% su % Password: <root_user_password>
2 Insert the CD into the drive. 3 Create a CD mount point, if necessary.

# mkdir /cdrom
4 Mount the CD device on the mount point, and verify its contents with the
command for your operating system.

Platform Solaris or Linux Command The volume manager automatically mounts the CD when it is inserted into the drive. By default, the directory is
/cdrom/<arsystem_cd_label>
or
# cd <AR_System_cd_mount_point>/arsystem
HP-UX AIX
# /etc/mount <device_name> /cdrom # /usr/sbin/mount /cdrom
5 Continue with the appropriate procedure.
If the drive is mounted locally, install AR System. If you are installing remotely, perform the following procedures to export the CD from the host and mount it over the network.
168 Appendix EMounting a CD-ROM on a UNIX system
Installing
Exporting the CD-ROM from a remote host

Perform these steps at the remote host to make the device accessible over the network.
To export the CD from a remote HP-UX or AIX host

1 Open the file /etc/exports in a text editor. 2 If the following entry does not exist, add the following line:
/cdrom -rom
This line enables the remote host to export the /cdrom mount point.
3 Export the directory from the remote host, using the appropriate command. Platform HP-UX AIX Command
# exportfs /cdrom # /usr/sbin/exportfs /cdrom
4 Verify that this host is exporting the mount point:

# exportfs
The listing should include the /cdrom mount point.

5 Go to Mounting the remote CD at your local host.
To export the CD-ROM from a remote Solaris or Linux host

1 Start the NFS-related daemons:
# /usr/lib/nfs/nfsd 8 # /usr/lib/nfs/mountd
2 Share the mount point from the remote host:

# share -F nfs -o ro /cdrom/ars_7_0/
3 Verify that this host is exporting the mount point:

# share
The listing should include the /cdrom mount point.

4 Go to Mounting the remote CD at your local host.
Exporting the CD-ROM from a remote host
169
Mounting the remote CD at your local host

Perform these steps at your local host, where you will install AR System.
To mount the remote CD at your local host

1 Create a mount point if one does not exist:
# mkdir /cdrom
2 Mount the remote directory. Platform HP-UX or AIX Command

# mount -r <remote_host>:/cdrom /cdrom
Solaris or Linux # mount -r <remote_host>:/cdrom/ars_7_0 /cdrom
Where <remote_host> is the computer with the CD drive, from where you just exported the drive.
3 Install AR System.
170 Appendix EMounting a CD-ROM on a UNIX system
Appendix
Troubleshooting your installation

This appendix describes procedures to troubleshoot the AR System and component installation. It also includes starting and stopping procedures for the AR System server, and uninstalling procedures for the server. The following topics are provided: Checking client installation log files (page 172) Troubleshooting the AR System installation (page 172) Web services (page 174) Starting and stopping the AR System server manually (page 175) WindowsUninstalling AR System server (page 177)
Troubleshooting your installation
171
Checking client installation log files

Installers for AR System clients provide log files (*_install.log) that capture installer activity. They are located in a temporary directory on the drive where you install the AR System client. Begin your troubleshooting by checking these files.
Troubleshooting the AR System installation

This section describes procedures to troubleshoot problems with the AR System installation.
UNIXStarting and stopping the AR System server manually

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

1 Log in as root or, in a non-root installation, log in as the user who starts
AR System.
Note: Make sure that you have read/write access to the /dev/console file before you restart the server as non-root.
2 Enter the appropriate command, as shown in the following UNIX start
commands table. If you install multiple servers, your directory might be called arsystem_<server_name>.
System Type HP-UX Command If you added a startup script, use /sbin/init.d/arsystem start or, if you accepted the default installation directory, use /usr/ar/<server_name>/bin start or, if you installed into another directory, use <ar_install_dir>/bin/arsystem start. If you accepted the default installation directory, use /usr/ar/<server_name>/bin start or, if you installed into another directory, use <ar_install_dir>/bin/
arsystem start.
IBM AIX
172 Appendix FTroubleshooting your installation
Installing
System Type Solaris
Command If you added a startup script, use /etc/init.d/arsystem start or, if you accepted the default installation directory, use /usr/ar/<server_name>/bin/arsystem start or, if you installed into another directory, use <ar_install_dir>/bin/
arsystem start.
Linux
If you added a startup script, use /etc/init.d/arsystem start or, if you accepted the default installation directory, use /usr/ar/<server_name>/bin/arsystem start or, if you installed into another directory, use <ar_install_dir>/bin/ arsystem start.
To stop AR System server manually

1 Log in as root or, in a non-root installation, log in as the user who starts
AR System.
2 Enter the appropriate stop command: System Type HP-UX Command If you added a startup script, use /sbin/init.d/arsystem stop or, if you accepted the default installation directory, use sb/usr/ar/<server_name>/bin/arsystem stop or, if you installed into another directory, use <ar_install_dir>/bin/arsystem stop. If you accepted the default installation directory, use sb/usr/ar/<server_name>/bin/ arsystem stop or, if you installed into another directory, use <ar_install_dir>/ bin/arsystem stop. If you added a startup script, use /etc/init.d/arsystem stop or, if you accepted the default installation directory, use sb/usr/ar/<server_name>/bin/arsystem stop or, if you installed into another directory, use <ar_install_dir>/bin/arsystem stop. If you added a startup script, use /etc/init.d/arsystem stop or, if you accepted the default installation directory, use sb/usr/ar/<server_name>/bin/arsystem stop or, if you installed into another directory, use <ar_install_dir>/bin/arsystem stop.
IBM AIX
Solaris
Linux
If you install multiple servers, your directory might be called arsystem_<server_name>.

WARNING: Do not use the kill -9 command to stop the AR System server. Doing so might leave your database in an inconsistent state.
Troubleshooting the AR System installation
173
UNIXClients unable to connect to the AR System server

During installation, you are prompted to enter an RPC port. If the RPC port you enter is 0 (zero), 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
To correct the error, make sure that the localhost line in the /etc/hosts file is above the hostname line. For example:
<host name>:/artest> cat /etc/hosts ## Configured using SAM by root on Wed Nov 19 12:20:16 2003 # @(#)B.11.11_LRhosts $Revision: 1.9.214.1 $ $Date: 96/10/08 13:20:0 # # The form for each entry is: # <internet address> <official hostname> <aliases> # # For example: # 192.1.2.34 hpfcrm loghost # # See the hosts(4) manual page for more information. # Note: The entries cannot be preceded by a space. # The format described in this file is the correct format. # The original Berkeley manual page contains an error in # the format description. # 127.0.0.1 10.40.232.27 localhost <host name> loopback
Web services
If you choose to install web services during the server installation, and you have not added the path of the Java jvm.dll library to the PATH environment variable, you will see the following error at the end of the installation:
arplugin can't find jvm.dll
Installing
You can resolve this in one of two ways: Enter the Java jvm.dll library path in the PATH environment variable prior to installing the AR System server. The Java jvm.dll library path is found in the RuntimeLib tag of the Registry:
HKLM\SOFTWARE\JavaSoft\Java Runtime Environment\1.4
Reboot your system after the installation. When you choose to install web services, the installer enters the Java jvm.dll path, but you must reboot before the change takes effect.
Starting and stopping the AR System server manually

You can choose to start AR System server automatically or manually. You can also stop the server manually.
WindowsStarting AR System server

This section describes how to start AR System server manually on Windows.
To start AR System server on Windows

1 Access the Services screen. a Choose Start > Settings > Control Panel. b Double-click Administrative Tools. c Double-click the Services icon. 2 Select the appropriate server.
The first or only AR System server installed on a computer is called BMC Remedy Action Request System Server. Additional servers are listed as AR System <server name>.
3 Choose Action > Start.
Starting and stopping the AR System server manually
175
WindowsStopping the AR System server

This section describes how to stop the AR System server manually on Windows. You can stop other AR System services using the same procedure. To stop multiple AR System services, stop them in the following order:
1 AR System server 2 BMC Remedy Email Engine 3 AR System Portmapper
To stop AR System server

1 Access the Services screen: a Choose Start > Settings > Control Panel. b Double-click Administrative Tools. c Double-click the Services icon. 2 Select the appropriate server.
The first or only AR System server installed on a computer is named BMC Remedy Action Request System Server. Additional servers are listed as AR System <server name>.
3 Choose Action > Stop.
Installing
WindowsUninstalling AR System server

Follow this procedure to uninstall AR System server. The uninstall process does not remove the AR System database from your system. Your data and structures remain intact, so you can choose to upgrade the AR System database if you reinstall the server. If you uninstall an AR System server and install another server, the installer detects the existing AR System database, and you are presented with the screens for an upgrade or overwrite process, not a new installation process.
To uninstall an AR System server on Windows

1 Choose Start > Settings > Control Panel. 2 Double-click the Add/Remove Programs icon.
The Add/Remove Programs Properties dialog box appears.

3 Select the AR System server from the list of installed software. 4 Click Add/Remove.
The Action Request System uninstallation dialog box appears.

5 Click OK.
The uninstallation process stops any AR System services that are running. You might be prompted to remove shared files. It is generally safe to remove shared files, because the registry tracks the applications that use files. However, applications that do not use the registry might use a shared file, so if you are not sure of the impact of removing a shared file, do not remove it. If you do not remove shared files, some server files will remain on your system. You can remove these files manually. Check the uninstall log for information. You are also prompted to remove directories and their contents. Remove these items only if you are sure that you want to remove everything from the specified directory.
WindowsUninstalling AR System server
177
Index
A
accessing installation software (UNIX) 36 installation software (Windows) 38 Action Request System External Authentication (AREA). See AREA ANSI to OEM conversion 51 API installation option 148 selecting (UNIX) 59, 78, 91, 115 selecting (Windows) 43, 67, 101 AR System client file locations 140 components 17 database names and passwords 150 forms installed with 141 installing as non-root (UNIX) 31 clients 121 new or overwrite, overview 151 on DB2 database 85 on Informix database 111 on Oracle database 53 on SQL Server database 39 on Sybase database 75 overwrite option 152 share option 152 startup options 156 upgrade option 151 AR System (continued) preparing to install clients 122 server file locations (Windows) 138 specifying a platform, UNIX 158 troubleshooting installation 171 unable to connect (UNIX) 174 uninstalling clients 134 AR System Portmapper. See portmapper AR System server starting manually UNIX 172 Windows 175 stopping manually UNIX 173 Windows 176 uninstalling manually, Windows 177 ARDBC plug-in, installation option 149 AREA plug-in, installation option 148 AROS environment variable 158 assigning port numbers 147 authentication, specifying during installation UNIX 161 Windows 164
B
BMC Portal plug-in installation option 149 UNIX 60, 79, 92, 116 Windows 44, 68, 102 BMC Remedy Administrator, installing 125 BMC Remedy Alert, installing 131
Index
179
BMC Remedy Mid Tier. See mid tier BMC Remedy User installing 127
directories, installation 136 disabling automatic ANSI to OEM conversion 51
E
environment variables AROS 158 evaluating AR System 24 exporting CD from remote host (UNIX) 169
C
catalog tables (UNIX) 97 centralized preferences forms installed with 142 installation option 148 UNIX 59, 79, 91, 115 Windows 43, 67, 101 client default installation directories 136 file locations 140 installing 121 log files, checking 172 preinstallation steps 122 unable to connect (UNIX) 174 uninstalling 134 components of AR System 17 troubleshooting installation 171 configuration choosing 16 extending to email access 24 extending to multiple servers 21 extending to the Web 22 minimal 19 samples 19 customizing UNIX options 157
F
file locations, AR System UNIX 137 Windows 138 forms installation, suppressing 158 installed with AR System 141 installed with centralized preferences 142 installed with LDAP 142
H
Home directory default 122 described 122
I
Informix database installation worksheet 113 installing AR System with 111 preparing 112 installation directories, server and components 136 installation options API 148 ARDBC plug-in 149 AREA plug-in 148 BMC Portal 149 centralized preferences 148 destination directory 145 overwrite 152 plug-ins 148 port numbers 145 samples 150 server name 144 share 152
D
database, AR System names and passwords 150 DB2 database installation worksheet (UNIX) 89 installation worksheet (Windows) 99 installing AR System with 85 preparing environment 87 tablespaces, overview 86 default Home directory 122 installation directories 136 user configuration directory 122
180 Index
Installing
installation options (continued) SNMP agent 154 startup 156 system components 148 Unicode 155 upgrade 151 web services 154 installation worksheet client installation 124 DB2 database (UNIX) 89 DB2 database (Windows) 41, 99 Informix database 113 Oracle database (UNIX) 57 Oracle database (Windows) 65 Sybase database 77 installing AR System clients 121 non-root (UNIX) 31 server on DB2 85 server on Informix 111 server on Oracle 53 server on SQL Server 39 server on Sybase 75 specifying platforms (UNIX) 158 suppressing forms 158 system requirements 10
O
OEM from ANSI conversion 51 Oracle database client, remote installations 54 environment variables 56 installing AR System UNIX 57 Windows 65 installing AR System with 53 preparing 54 rollback segments 57 undo spaces 57 overwrite installation option 151, 152
P
password, AR System 150 plug-ins ARDBC installation option 149 AREA installation option 148 BMC portal installation option 149 installation options 148 selecting during installation 59, 79, 91, 115 port numbers assigning during installation (UNIX) 58, 78, 90, 114 assigning during installation (Windows) 43, 67, 101 assigning, overview 147 in use, determining 147 installation option 145 reserved range 147 portmapper, registering server with 146 preferences. See centralized preferences preinstallation considerations (UNIX) 30 preparing DB2 database 87 Informix database 112 Oracle database 54 SQL Server database 40 Sybase database 76 system for installation 32
L
LDAP, forms installed with 142 licensing AR System 24 log files, client installation 172
M
Microsoft SQL Server. See SQL Server minimum configuration 19 mounting CD on UNIX 168
N
new installation, overview 151 non-English, installing 51 non-root installation (UNIX) 31
Index
181
R
registering with portmapper 146 requirements, system 10 reserved port numbers 147 roadmap UNIX installation 28 Windows installation 29 rollback segments, Oracle database 57
Sybase database installation worksheet 77 installing AR System with 75, 77 preparing the environment 76 system components installation option 148 requirements 10
T
tablespace DB2 database and (UNIX) 97 for DB2 database, overview 86 specifying during installation DB2 database, UNIX 96 specifying during installation on Oracle 72 transactions and users, increasing for UNIX 30 traps, specifying (UNIX) 162 traps, specifying (Windows) 165 troubleshooting AR System client installations 172 AR System clients unable to connect, UNIX 174 AR System installation 172 client installations 10 web services errors 174
S
sample configurations 19 suppressing installation forms 158 samples, installation option 150 server name installation option 144 share installation option 46, 152 Simple Network Management Protocol (SNMP). See SNMP SNMP agent, overview 154 configuration worksheet 159 configuring during installation (UNIX) 161 installation option 154 installed files 140 on UNIX 60, 80, 92, 116 on Windows 44, 68, 102 software accessing from a CD (UNIX) 36 accessing from a CD (Windows) 38 downloading (UNIX) 36 downloading (Windows) 38 SQL Server database installing AR System with 39, 41 preparing 40 starting AR System server, manually UNIX 172 Windows 175 startup options 156 stopping AR System server, manually UNIX 173 Windows 176
U
Undo spaces, Oracle database 57 Unicode Informix and 113 installation option 155 MS SQL and 40 Oracle and 55 overview 155 specifying during installation (UNIX) 118 Sybase and 76, 82 uninstalling AR System clients 134 AR System, manually, Windows 177 UNIX customizing your system for 157 exporting a CD 169 file locations 137 installation roadmap 28 installing on DB2 database 89
182 Index
Installing
UNIX (continued) installing on Informix database 113 installing on Oracle database 57 mounting a CD 168 SNMP installation 160 start command 172 troubleshooting clients unable to connect 174 upgrading upgrade installation option 151 user configuration directory default 122 described 122 user tables and DB2 database (UNIX) 96 users and transactions, increasing for UNIX 30
V
variables AROS 158 variables, environment (Oracle) 56
W
web configuration 22 web services installation option 154 specifying in UNIX installation 60, 80, 92, 116 specifying in Windows installation 44, 68, 102 troubleshooting errors 174 Windows client file locations 140 installation roadmap 29 installing on DB2 database 99 installing on Oracle database 65 installing on SQL Server database 41 installing on Sybase database 77 server file locations 138 worksheet, installation AR System clients 124 DB2 database (UNIX) 89 DB2 database (Windows) 99 Informix database 113 Oracle database (UNIX) 57 Oracle database (Windows) 65 SQL Server database 41 Sybase database 77
Index
183
184 Index
*36485* *36485* *36485* *36485*
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BMC Remedy Action Request System 7.

May 2006 Part No: 58463

BMC Software, Inc.

Planning an AR System installation . . . . . . . . . . . . . . . . 15

Getting ready to install . . . . . . . . . . . . . . . . . . . . . . 27

BMC Remedy Action Request System 7.0

Running the AR System installer . . . . . . . . . . . . . . . . . 35

Installing AR System with Microsoft SQL Server . . . . . . . . . . 39

Installing AR System with Oracle . . . . . . . . . . . . . . . . . 53

Installing AR System with Sybase . . . . . . . . . . . . . . . . . 75

Installing AR System with DB2

Installing AR System with Informix . . . . . . . . . . . . . . . 111

WindowsInstalling AR System clients . . . . . . . . . . . . . 121

BMC Remedy Action Request System 7.0

Locating AR System files and forms . . . . . . . . . . . . . . . 135

Server options in AR System installation . . . . . . . . . . . . . 143

Customizing UNIX options . . . . . . . . . . . . . . . . . . . 157

Worksheet for SNMP configuration during AR System installation 159

Mounting a CD-ROM on a UNIX system . . . . . . . . . . . . . 167

Troubleshooting your installation . . . . . . . . . . . . . . . . 171

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

Obtaining system requirements and software

Troubleshooting the installation

Installing Getting Started

Form and Application Objects

Workflow Objects Configuring

BMC Remedy Action Request System 7.0

Title Database Reference

Procedures for configuring the BMC Remedy Mid Tier. Administrators

Learn about the AR System Developer Community

Why should you participate in the Developer Community?

How do you access the Developer Community?

Learn about the AR System Developer Community

BMC Remedy Action Request System 7.0

Planning an AR System installation

Planning an AR System installation

BMC Remedy Action Request System 7.0

16 Chapter 1Planning an AR System installation

BMC Remedy Action Request System 7.0

18 Chapter 1Planning an AR System installation

Configuring with minimum requirements

BMC Remedy Action Request System 7.0

20 Chapter 1Planning an AR System installation

Extending configuration to multiple servers

BMC Remedy Action Request System 7.0

Extending configuration to the Web

22 Chapter 1Planning an AR System installation

BMC Remedy Action Request System 7.0

Extending configuration to include email access

24 Chapter 1Planning an AR System installation

BMC Remedy Action Request System 7.0

26 Chapter 1Planning an AR System installation

Getting ready to install

Getting ready to install

BMC Remedy Action Request System 7.0

UNIX installation roadmap

28 Chapter 2Getting ready to install

Windows installation roadmap

Windows installation roadmap

BMC Remedy Action Request System 7.0

Important documents to review

AR System 7.0 Release Notes, which can be found at http://supportweb.remedy.com.