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Action Request System 5.1 Installing AR System Action Request System 5.1 Installing AR System PART NO: AR-510-IG-01 Copyright © 1991–2002 Peregrine Remedy, Inc. All rights reserved. Information contained in this document is proprietary to Peregrine Remedy, Inc., and may be used or disclosed only with written permission from Peregrine Remedy, Inc. This book, or any part thereof, may not be reproduced without the prior written permission of Peregrine Remedy, Inc. This document refers to numerous products by their trade names. In most, if not all, cases these designations are claimed as Trademarks or Registered Trademarks by their respective companies. Remedy, the Remedy Corporation logo and design, Action Request System, and AR System are registered or other trademarks of Peregrine Remedy, Inc., Mountain View, CA, USA. This document and the related software described in this manual are supplied under license or nondisclosure agreement and may be used or copied only in accordance with the terms of the agreement. The information in this document is subject to change without notice and does not represent a commitment on the part of Peregrine Remedy, Inc. Contact Remedy Customer Support to verify the date of the latest version of this document. The names of companies and individuals used in the sample database and in examples in the manuals are fictitious and are intended to illustrate the use of the software. Any resemblance to actual companies or individuals, whether past or present, is purely coincidental. If you need technical support for this product, or would like to request documentation for a product for which you are licensed, contact Remedy Customer Support by email at [email protected]. If you have comments or suggestions about this documentation, contact Information Development by email at [email protected]. This edition applies to version 5.1 of the licensed program. U.S. GOVERNMENT RIGHTS. Use, duplication, or disclosure by the Government is subject to Peregrine Remedy, Inc.’s commercial software license(s). If you are the U.S. government, you agree that these written materials are “commercial computer software”-related documentation licensed pursuant to the terms of Peregrine Remedy, Inc.’s commercial computer software license(s) in accordance with 48 C.F.R. 12.212 of the Federal Acquisition Regulations and its successors and 48 C.F.R. 227.7202-1 of the DoD FAR Supplement and its successors. Unpublished rights are reserved under the copyright laws of the United States. Remedy Corporation 1585 Charleston Road, Mountain View, CA 94043 Tel 650.903.5200 Fax 650.903.9001 www.remedy.com Table of Contents Preface . 9 Obtaining System Requirements and Software . 10 Troubleshooting the Installation . 10 Action Request System Documents . 11 Chapter 1 Planning an AR System Installation . 13 Choosing a Configuration . 14 Sample Configurations. 16 Configuring with Minimum Requirements . 17 Extending Configuration to Multiple Servers . 18 Extending Configuration to the Web. 19 Extending Configuration to Email Access. 20 Chapter 2 Choosing Server Options and Preparing the Environment . 23 Pre-Installation Steps . 24 Back Up the AR System Environment . 24 Ensure Database Version Compatibility . 24 AR System Database Upgrade and Overwrite Options . 25 Choosing Settings for a New AR System Database . 25 Choosing the Upgrade or Overwrite Option. 26 Upgrading or Overwriting the Full Text Search Option . 27 Table of Contents ! 3 Action Request System 5.1 Choosing Optional Functionality for the AR System Server. 27 Centralized Preferences . 28 Custom Programming . 28 Email Access . 30 Localized Messages . 30 Centralized Report Processing . 30 Choosing Port Number Options. 30 Registering with a Portmapper . 31 Assigning Port Numbers . 32 Choosing a Startup Option . 34 Choosing a Server Name . 34 Preparing to Install an AR System Server . 37 Installing on All Platforms . 38 Installing with an Oracle Database. 41 Installing with an IBM DB2 Database . 49 Installing with a Microsoft SQL Server Database . 54 Installing with an Informix Database . 57 Installing with a Sybase Database . 59 Chapter 3 Installing the AR System Server on UNIX . 63 Installing an AR System Server on UNIX . 64 Installing on UNIX as Non-Root . 64 Installing the AR System Server from the Web. 66 Running the AR System Server Installation Script . 67 Restarting the Installation Process . 77 Starting and Stopping the Server Manually . 78 Chapter 4 Installing the AR System Server on Windows . 81 Installing an AR System Server on Windows . 82 Starting and Stopping the AR System Server Manually . 88 Uninstalling an AR System Server . 90 4 " Table of Contents Installing AR System Chapter 5 Preparing to Install the AR System Mid Tier . 93 Configuring a Mid Tier Machine . 94 Installing the Java Server Pages Engine . 94 Preparing AR System Servers for the Mid Tier . 95 Worksheet for Preparing to Install the AR System Mid Tier with All Web Servers. 96 Preparing to Install the AR System Mid Tier with iPlanet . 98 Worksheet for Installing the AR System Mid Tier on UNIX with iPlanet . 98 Worksheet for Installing the AR System Mid Tier on Windows with iPlanet 102 Disabling the iPlanet JSP, Servlet Engine and Internal Java . 104 Refreshing the iPlanet Web Server . 106 Preparing to Install the AR System Mid Tier with Apache . 107 Worksheet for Installing the AR System Mid Tier on UNIX with Apache . 107 Completing the Post-Installation Task for Apache Web Server . 109 Preparing to Install the Mid Tier with Microsoft Internet Information Server. 109 Worksheet for Installing the AR System Mid Tier on Windows with IIS . 110 Starting and Stopping ServletExec AS 4.1.1 Manually . 111 Chapter 6 Installing the AR System Mid Tier on UNIX . 113 Installing an AR System Mid Tier on UNIX. 114 Installing the Mid Tier from the Web . 114 Running the AR System Mid Tier Installation Script . 115 Verifying the Mid Tier Installation . 127 Uninstalling the Mid Tier on UNIX . 128 Checking the Uninstall . 129 Chapter 7 Installing the AR System Mid Tier on Windows . 131 Installing the AR System Mid Tier on Windows . 132 Uninstalling the Mid Tier on Windows. 138 Verifying the Mid Tier Installation . 139 Table of Contents ! 5 Action Request System 5.1 Chapter 8 Installing AR System Clients on Windows . 141 Preparing to Install AR System Clients . 142 User Configuration Directory. 142 Default Home Directory . 142 Required Third-Party Components . 143 AR System Administrator . 150 AR System Windows User Tool . 150 AR System Alert . 151 AR System Client Installation Worksheet . 152 Installing an AR System Client . 153 Uninstalling AR System Clients . 156 Chapter 9 Licensing AR System . 159 AR System Licensing. 160 Obtaining License Keys . 161 Requesting License Keys Online . 161 Viewing AR System Licenses . 164 Adding and Applying Licenses . 168 Transferring Server Licenses to Other Servers . 168 Mid Tier Licensing. 169 Determining Current Mid Tier License Usage . 170 Obtaining License Keys for the Mid Tier . 171 Obtaining Preliminary Server and Mid Tier Information . 171 Requesting License Keys . 172 Adding and Applying Mid Tier Licenses . 174 6 " Table of Contents Installing AR System Appendix A Locating AR System Files . 179 AR System Server and Components . 180 AR System Mid Tier and Components . 180 AR System Clients and Components . 180 AR System Files on UNIX . 181 UNIX AR System Server File Locations . 181 UNIX AR System Mid Tier File Locations . 182 AR System Files on Windows . 183 Windows AR System Server File Locations . 183 Windows AR System Mid Tier File Locations . 184 Windows AR System Client Files . 185 Appendix B Customizing UNIX Options . 187 Command Options to Suppress Installation Forms . 188 Customizing the System Configuration . 188 ARCONFIGDIR . 189 AR_SYSTEM_LICENSE_DIR. 190 Language Options . 190 Specifying a Platform for Installation . 190 Appendix C Mounting a CD-ROM on a UNIX System . 191 Mounting the CD-ROM . 192 Exporting the CD-ROM from a Remote Host . 193 Mounting the Remote CD-ROM at Your Local Host . 194 Index . 195 Table of Contents ! 7 Action Request System 5.1 8 " Table of Contents Preface This guide provides general information and step-by-step instructions for installing the Action Request System® 5.1 server (AR System® server), mid tier, clients, and optional components. This guide is intended for administrators who will install and license the server, mid tier, clients, and optional components. This guide assumes that you are familiar with either UNIX or Windows environments, database configuration, and web server configuration. When you have completed the steps in this guide, refer to the Configuring AR System guide for information on how to configure the server, and to the Developing AR System Applications: Basic guide for information on how to create and maintain AR System applications. Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter. Preface ! 9 Action Request System 5.1 Obtaining System Requirements and Software System requirements vary for server machines and client machines, and for international environments. You might need to upgrade your operating system (or, in the case of servers, your relational database) to be compatible with the new version of AR System. Refer.
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