Action Request System 5.1 Installing AR System
PART NO: AR-510-IG-01 Copyright © 1991–2002 Peregrine Remedy, Inc. All rights reserved.
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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 to the following documents for the most current information on system requirements, including international and client requirements and patch requirements: ! Product compatibility matrix: http://supportweb.remedy.com ! Release notes: http://supportweb.remedy.com AR System software is available by Electronic Software Distribution (ESD), or on CD-ROM. If you purchase AR System by ESD, you will receive a password when you make your purchase. You must have an Internet connection and your password to download the software and documentation.
Contact your sales representative, or go to http://www.remedy.com for more information about obtaining software.
Clients are available for Windows only, and client machines must have network access to the installed AR System servers they will connect to. This requires any of the network adapter cards (that support TCP/IP protocol or Windows sockets) needed by the networking software to connect to the network where the AR System server resides. Troubleshooting the Installation
The separate installers for AR System clients each provide a log file that captures installer activity (*_install.log) located in the TEMP directory on the hard drive where you install the AR System client. Use these files to troubleshoot your installation, if necessary.
10 " Preface Installing AR System Action Request System Documents
Title and Part Number Description Audience Format AR System Concepts Guide Overview of AR System architecture and Everyone Print and AR-510-CG-01 features with in-depth examples; PDF includes information about other AR System products as well as a comprehensive glossary for the entire AR System documentation set. Developing AR System Basic procedures for creating and Administrators Print and Applications: Basic modifying an AR System application for PDF AR-510-DABG-01 tracking data and processes. Developing AR System Advanced procedures for extending and Administrators Print and Applications: Advanced customizing AR System applications. PDF AR-510-DAAG-01 Configuring AR System Server administration topics on Administrators Print and AR-510-CFG-01 configuring servers and the mid tier, and PDF maintaining AR System. Optimizing and Troubleshooting Server administration topics and Administrators Print and AR System technical essays related to monitoring PDF AR-510-OTG-01 and maintaining AR System for the purpose of optimizing performance and troubleshooting problems. AR System Database Reference Database administration topics and rules Administrators Print and Guide related to how AR System interacts with PDF AR-510-DRG-01 specific databases; includes an overview of the data dictionary tables. AR System Distributed Server Server administration and procedures for Administrators Print by Option Administrator’s Guide implementing a distributed AR System special AR-510-DSOG-01 server environment with the Distributed order and Server Option. PDF AR System C API Reference Guide Information about AR System data Administrators Print by AR-510-CAPI-01 structures, API function calls, and OLE and special support. Programmers order and PDF AR System Java API Information about Java classes, methods, Administrators HTML and variables that integrate with and AR System. Programmers Installing AR System Procedures for installing and licensing Administrators Print and AR-510-IG-01 AR System. PDF
Action Request System Documents ! 11 Action Request System 5.1
Title and Part Number Description Audience Format AR System Email Engine Guide Procedures for installing, configuring, Administrators Print by AR-510-EEG-01 and using the AR System email engine. special order and PDF AR System Error Messages Guide List and expanded descriptions of Administrators Print by AR-510-EMG-01 AR System error messages. and special Programmers order and PDF AR System Master Index Combined index of all books. Everyone Print only AR-510-MI-01 AR System Release Notes New features list, compatibility lists, Everyone Print and AR-510-RN-01 international issues, open and fixed PDF issues. AR System Windows User Tool Procedures for using AR System Everyone Help Help Windows User Tool. menu AR System Import Help Procedures for using AR System Import. Administrators Help menu AR System Administrator Help Procedures for creating and modifying Administrators Help an AR System application for tracking menu data and processes. AR System Alert Help Procedures for using AR System Alert. Everyone Help Menu Unless otherwise noted, online documentation is available in Adobe Acrobat (PDF) format on AR System product installation CDs and/or on the Customer Support web site.
12 " Preface 1 Planning an AR System Installation CHAPTER
Before you install a new AR System server or upgrade an existing server, you should:
! Review the information on system components and server options in this chapter and the next. ! Refer to the following documents for the most current information on system requirements, including international and client requirements:
! Product compatibility matrix: http://supportweb.remedy.com
! Release notes: http://supportweb.remedy.com Advance planning is important because you will be prompted by the AR System installers to choose optional components that enable various functions. If you review the descriptions of the various components and how they fit together, installation will proceed more smoothly. This chapter describes system components and how they can be configured.
Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter.
Planning an AR System Installation ! 13 Action Request System 5.1 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 a configuration with required components, in which users access AR System with the AR System clients, a configuration that allows web access, and a configuration that allows email access.
Each component, shown below, is represented by a graphic icon in the sample configurations in this chapter.
The sample configurations shown in this chapter do not represent all possible combinations. Configurations are also flexible; you can change your configuration any time.
After you have chosen a configuration, you must prepare your database and the machine where you will install AR System before you start the installation. Refer to the next chapter, which contains instructions for preparing your database and AR System server machine.
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 a Windows client machine is required to administer and license a UNIX server. The AR System server is a required component that manages user interaction with the underlying database. The AR System server interacts with the database and provides information to the user independent of the underlying database. The AR System server installer creates an AR System database and a series of tables that make up a data dictionary where form, filter, escalation, and other definitions are stored. The structure of the AR System database varies depending on the underlying relational database. If you are upgrading an existing AR System server installation, you can choose to upgrade the database, which preserves existing structures and updates the database to be compatible with the new server. You can also choose to overwrite the database, which creates a new database, and overwrites your existing structures. Database The database can be installed on any machine that is accessible to the AR System server. AR System can be installed with a variety of relational databases.
14 "Chapter 1—Planning an AR System Installation Installing AR System
AR System mid tier The AR System mid tier can be installed on UNIX or Windows. The AR System mid tier is optional middleware that enables AR System access through a web browser. The web server and mid tier can be installed on a separate Mid Tier and machine with network access to the AR System server machine, or all can be Web Server installed on the same machine. One mid tier can permit access to multiple AR System servers. The following supporting components must be installed on the mid tier machine: ! A supported web server ! A supported web browser (to run the AR System Configuration Tool) A supported Java Server Pages (JSP) engine (ServletExec 4.1.1 is included with the mid tier, and is the recommended JSP engine) ! Java 2 SDK v1.3 or above The AR System Configuration Tool is installed together with the mid tier. Use this tool to define which AR System servers to permit web access to, and for, other settings. Client machines must have a supported web browser installed. Users need AR System permissions to submit AR System requests and search the database through the web. AR System Administrator AR System Administrator is installed on Windows. This client, which you can also use to manage multiple AR System servers, is required to administer and configure AR System servers, and design AR System applications. AR System Import is installed together with AR System Administrator. AR System Import is a separate component that is designed for importing data into AR System. AR System Windows User Tool AR System Windows User Tool is installed on Windows. This client serves two functions. It permits users to access the AR System from client machines to submit requests and search the database. AR System Windows User Tool also provides some administrative functions. AR System Windows User Tool and AR System Administrator both are typically installed on client machines used by administrators. AR System Windows User Tool is required for AR System access in configurations that do not include the mid tier. If the mid tier is installed, AR System Windows User Tool is not required for user access to AR System.
Choosing a Configuration ! 15 Action Request System 5.1
AR System Alert AR System Alert is installed on Windows. AR System Alert is an optional component that informs users about AR System transactions, such as when a ticket has been assigned to a user, when a ticket has been escalated, and so on. AR System Alert can be installed separately. Users can access alerts with AR System Windows User Tool, or, if the mid tier is installed and AR System Alert has been configured for the web, through a web browser. Email process Email access to AR System servers is available for all supported platforms. This server option enables users to search the database and submit AR System requests using an email client.
Web browser When the mid tier is installed, client machines must have a supported web browser for AR System access through the web.
Email client If you enable email access to AR System through the mail service, client machines must have an email client.
Sample Configurations
The graphics on the following pages show the required and optional components in sample configurations. These sample configurations do not demonstrate all possibilities. AR System is flexible and adaptable, so you can mix and match components as needed.
16 "Chapter 1—Planning an AR System Installation Installing AR System
Configuring with Minimum Requirements The following figure shows a minimum configuration.
The minimum requirements for an AR System configuration are: ! A database You can install the AR System server on the same machine as the database, or on a remote machine with network access to the database. ! An AR System server The server communicates with and allows access to the database. ! One or more AR System Administrator clients for server administration AR System Administrator can be installed on the same machine as a Windows AR System server, or installed on a remote machine with network access to a Windows or UNIX AR System server.
Sample Configurations ! 17 Action Request System 5.1
! One or more AR System Windows User Tool clients for administration and user access AR System Windows User Tool is required for some administrative tasks, so both AR System Administrator and AR System Windows User Tool are typically installed on client machines used by AR System administrators. AR System Windows User Tool is required for user access in a minimum configuration and is often present, although not required, in other configurations. ! One or more AR System Alert clients for user notification AR System Alert is an optional tool that receives alert notifications and notifies users proactively that an alert has arrived. It is installed on client machines in the same location as AR System Windows User Tool.
AR System Alert can be installed on client machines where AR System Windows User Tool is installed.
Extending Configuration to Multiple Servers The following figure shows an extended configuration.
You can extend your system configuration to include two or more servers. For example, you can add another server exclusively for development, or several servers for production.
18 "Chapter 1—Planning an AR System Installation Installing AR System
To extend your configuration, include the following: ! One or more databases You can add additional databases to provide unique data sets for each server. Or you can continue with one database if you use additional servers for scalability of that database. ! Additional AR System Servers Each AR System server can communicate with one database. Multiple AR System servers can communicate with the same database. Multiple AR System servers can reside on the same machine, as long as they are installed in separate directories.
Extending Configuration to the Web You must install the AR System mid tier and required supporting components on a web server machine to allow users to access AR System through a web browser. The web server and mid tier can be installed on a separate machine with network access to the AR System server machine, or all can be installed on the same machine.
Client machines require a supported web browser and internet or intranet access to the mid tier machine to access AR System.
In addition to the required configuration, web configuration requires the following: ! One or more AR System mid tiers The AR System mid tier must reside on a web server machine. A supported web server, Java 2 Software Development Kit (JDK), a supported Java Server Pages (JSP) engine, and a supported web browser are required. A single mid tier can access multiple AR System servers. See the compatibility matrix for more information. ! User clients that have a supported browser installed No installation is required on client machines. You install AR System Alert to allow access to the Alert notification. You can use your browser to access the alert list without installing AR System Alert, but you will not receive a proactive notice.
Sample Configurations ! 19 Action Request System 5.1
A browser-only client configuration is suitable for environments in which users will access AR System through a web browser. However, you can also install AR System Windows User Tool on client machines to give users a choice of access tools.
The following figure shows a typical web configuration.
Extending Configuration to Email Access To allow users to access AR System through an email client, you must enable the mail service on each AR System server.
Client machines require an email client to submit AR System requests and search the database.
In addition to the required configuration, email configuration requires the following: ! User machines that have an email client to send and receive emails ! An Email server that supports SMTP, POP3, IMAP, MBOX, and MAPI protocols accessible by the AR System server.
20 "Chapter 1—Planning an AR System Installation Installing AR System
The following figure shows an AR System configured to allow users to access the system through an email client.
AR System User
Email AR System server client - Client Mail Service
OI, OO I 1 O 1 O 1 I
1
O 1
O I
I 14 SEPT 2001
Database
ALERT AR System Administrator
Sample Configurations ! 21 Action Request System 5.1
22 "Chapter 1—Planning an AR System Installation 2 Choosing Server Options and CHAPTER Preparing the Environment
When you install a new AR System server or upgrade an existing AR System server installation, the installer will prompt you for system settings, database information, and optional component installation. You need to prepare your operating system and database before you start the AR System server installer. If you have an existing AR System server, you should ensure that you understand the difference between upgrading and overwriting an existing installation. If you will be upgrading or overwriting an existing installation, you should back up any data and structures you want to save before you make changes. This chapter describes the upgrade and overwrite options, explains how to back up existing data and structures, provides an overview of AR System server options, and contains worksheets where you can record information that the installer will prompt you for. The worksheets also serve as checklists that you can use to check off preparatory tasks as you complete them.
Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter.
Choosing Server Options and Preparing the Environment ! 23 Action Request System 5.1 Pre-Installation Steps
Before you start the installation, perform the following preparatory steps.
Back Up the AR System Environment If you are installing a new AR System server, skip this section and go to Ensure Database Version Compatibility
If you are installing over an existing AR System server, you should back up the existing AR System environment (your forms, data, and workflow) before you make changes.
Regular backups are always a good practice, particularly when you restructure or make major changes to the system. Backups provide you with emergency recovery protection in case of upgrade failure.
Use one of the following steps to back up your AR System environment.
Backing Up the AR System Environment " Back up your underlying database. Refer to your database system documentation. " Export AR System data and server structure definitions that you want to save. Use the runmacro (runmacro.exe) utility or AR System Windows User Tool to export all the data in the server into AR Export (.arx) file or XML (.xml) format. Refer to the Developing AR System Applications: Advanced guide for more information. Use the AR System Administrator export capability to export all server objects. Refer to the AR System Administrator online help for instructions.
Ensure Database Version Compatibility If you are upgrading, make sure that AR System 5.1 supports the version of the database you are installing on. For information on supported versions, go to the compatibility matrix at: http://supportweb.remedy.com
If your database version is not supported, upgrade the database to a supported version before you continue with the installation.
24 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System AR System Database Upgrade and Overwrite Options
Before you install a new AR System server or upgrade an existing AR System server, you should understand your choices regarding the AR System database.
The AR System server installer creates an AR System database that contains the AR System server form and field definitions. When you create workflow and applications, this is where your data and structures are stored.
The installer will prompt you for information about this database when you install an AR System server for the first time, and when you upgrade an existing server.
You will be prompted for specific settings, such as whether to specify a log device or a rollback segment. These settings depend on the relational database you choose and are described in the installation worksheet for your platform and database.
General settings that apply to all databases are described in the following sections.
Choosing Settings for a New AR System Database When you install a new AR System server, you must name the AR System database and define a database user. The default values are as follows: ! AR System database name: ARSystem ! AR System database user name: ARAdmin ! AR System database user password: AR#Admin#
You should assign a database name that you will use only for this database because each AR System server is associated with only one AR System database. This name is permanent, and cannot be changed, even if you upgrade the AR System server that this database was created for. AR System services rely on this database name.
After you have installed the AR System server, you can change the database user password using AR System Administrator.
AR System Database Upgrade and Overwrite Options ! 25 Action Request System 5.1
Choosing the Upgrade or Overwrite Option If you install an Action Request System (AR System) 5.1 server over an existing AR System server, you will be prompted to upgrade or overwrite the existing AR System database.
If you upgrade the AR System database, your environment (forms, data, and workflow) is retained, and the AR System database is updated to support the new server. If you overwrite the AR System database, a new AR System database will be created, and your existing data and structures will be lost.
If you overwrite the AR System database, you can choose a new database name and define a new user.
Windows only: If you upgrade an existing AR System server, you cannot change the database name or the user who you assigned when you installed the existing AR System server.
UNIX only: You can add another user to this database. If you create a new user during the installation, the new user will be added to the database and the original database user remains unchanged. The user password must be exactly AR#Admin# during the installation, but you can change it later in AR System Administrator.
Note the following when you upgrade an existing AR System database: ! The upgrade process can vary from a few minutes to over an hour, depending on the size of your database. ! The upgrade process does not change the database to a different type. ! You must have sufficient database transaction log space before you attempt to upgrade AR System. Log space needs will depend on the database definition size, number of records in the database, current version of the database, block size, and extent size. It might require 50 MB or more.
Whether you choose to upgrade or overwrite the AR System database, you should back up all data and structures that you want to save before you make any changes to the system. If you back up your information, you can restore it later if you go back to the pre-installation state. However, you must reinstall the original AR System server version. For more information on how to back up the environment, refer to Back Up the AR System Environment on page 24.
26 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
Upgrading or Overwriting the 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.
Refer to the Optimizing and Troubleshooting AR System guide for instructions on moving or rebuilding indexes after installation. Choosing Optional Functionality for the AR System Server
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. In addition, you might want to determine the server functionality before you install the mid tier or AR System clients, because the mid tier and AR System client installers prompt you to identify AR System servers with specific functionalities.
A single AR System server is not limited to a single type of functionality. You can choose to install any or all of the options on the same AR System server, or you do not need to install any of the options.
The information in the following sections will help you decide which options to install. You can then record your selections on the worksheet for your platform and database.
Choosing Optional Functionality for the AR System Server ! 27 Action Request System 5.1
Centralized Preferences Centralized preferences preserve a user’s preferences when that user logs in to AR System from different machines, using AR System Windows User Tool or a web browser.
Centralized preferences are stored in forms that can be installed when you install the AR System server. To install centralized preference forms, choose the option in the AR System server installer when you are prompted to do so. For more information on centralized preferences, refer to the Developing AR System Applications: Basic guide.
When you have finished with the server installation, refer to the Developing AR System Applications: Advanced guide for instructions on enabling the preferences forms.
If you do not choose this option, user preferences will be stored locally for native clients, and will be available only on the machine where the preferences are set. Local preferences are not available for web clients.
Custom Programming 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 and runs the plug-ins upon request from the AR System server.
When you install an AR System server, you are prompted to choose whether to install the in-house Light-Weight Directory Access Protocol (LDAP) plug-ins (AREA LDAP and ARDBC LDAP), as well as the components to create your own AREA and ARDBC plug-ins, and the API package.
If you do not choose to install the in-house plug-ins, you can run the installation program again later, choose to install only the LDAP plug-ins and choose the Upgrade option.
28 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
The AR System API suite is composed of a C application program interface (API), a Java API, a plug-in API, and three APIs that use plug-ins: ! AR System External Authentication (AREA)—Accesses network directory services, such as Lightweight Directory Access Protocol (LDAP). You must create and configure this plug-in. The AREA plug-in also enables AR System users to consolidate user authentication information for external applications or data sources. Alternatively, you can use the AREA LDAP plug-in, which is part of the AR System, to access LDAP services through forms in AR System Administrator (the Administrator Tool). For more information on this ready-to-use plug-in, refer to the AR System C API Reference Guide, Configuring AR System guide, and the Developing AR System Applications: Basic guide. ! AR System Database Connectivity (ARDBC)—Accesses primarily non-database sources of data. The ARDBC plug-in, which you access through external forms, enables you to perform the following tasks on external data:
! Create, delete, modify, and set external data
! Retrieve lists for external data
! Populate search-style character menus Alternatively, you can use the ARDBC LDAP plug-in, which is part of the AR System, to access LDAP services through forms in the Administrator Tool. For more information on this ready-to-use plug-in, refer to the AR System C API Reference Guide, Configuring AR System guide, and the Developing AR System Applications: Basic guide. ! AR System Filter API—Increases the transaction speed of run processes and enables the AR System server to return to its workflow faster. The filter plug-in and API also apply to escalations.
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.
If you do not install the API package when you install the AR System server, you can install the API later. To do so, perform an upgrade installation, which preserves your data and structures, and choose the API option.
For additional information on the API package, refer to the AR System C API Reference Guide.
Choosing Optional Functionality for the AR System Server ! 29 Action Request System 5.1
Email Access If users will access AR System through email, then the AR System Email process must be enabled on each AR System server that users will access through email.
Localized Messages To run the system with messages in multiple languages, use the AR System Message Catalog form to create and store localized messages.
The AR System Message Catalog form is installed with the AR System server. To create a catalog server, enable the server localization after you install the AR System server.
When you install the mid tier, you specify which AR System server to use as your Catalog server. To localize messages, specify a server with an active localization Configuration option. If necessary, you can change this setting after installation. Refer to the Developing AR System Applications: Basic guide for more information.
Centralized Report Processing Reporting forms allow the creation and storage of both AR System native forms and Crystal Reports. This central repository can be accessed by workflow on both Windows and the web. Administrators can use reporting forms to create standard reports in all supported formats, and these forms can be shared across the environment by all users. Refer to the Developing AR System Applications: Advanced guide for more information. Choosing Port Number Options
The port number identifies a program or service that runs on a particular server. The AR System installer prompts you to choose how port numbers are handled for the AR System server and its extensions, such as the plug-in server. The TCP port number for the AR System server and the port number for the plug-in server cannot be the same.
You can choose to register the AR System server and plug-in server with a portmapper, you can assign port numbers to these servers, or both.
30 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
Registering with a Portmapper A portmapper is a service that runs independently of the AR System server and serves as a “directory” of port numbers. If a server is registered with a portmapper, it is not necessary to specify the port number in the client because the portmapper can locate the port and direct clients to the appropriate location. If a server is not registered with a portmapper, or a firewall blocks the portmapper port, the client must know and specify the port that the server is running on in order to establish a connection.
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 might change with every run.
Portmapper is a directory that allows clients to look up the port that a process runs on. You can choose whether the server registers the port with the portmapper. If you do not specify a port for the server, you must register with portmapper or no client will be able to connect since the client will not know what port the server is running on at any given time. If you specify a port, you are not required to register with the portmapper.
You can choose to register a server with a portmapper and assign a port number as well. For example, if you register a server with a portmapper and specify a particular port, and you do not expose the portmapper outside a firewall, clients within the firewall do not need to be configured to access the specified port number. They can access the portmapper, which directs them to the port. Clients outside the firewall must be configured to access the specified port number.
Note: If you install two or more AR System servers on the same machine, you can only register one server with a portmapper. You must assign TCP and plug-in port numbers to all other servers on the same machine (and you can assign to all servers on one machine). If you configure two or more servers to use the portmapper, only the server that you started most recently will be accessible with the portmapper.
On UNIX systems, if you choose to register the AR System server with a portmapper, the server is registered with the portmapper that is included with the operating system.
Choosing Port Number Options ! 31 Action Request System 5.1
On Windows systems, 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. AR System Portmapper can be disabled.
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 ensure that the portmapper always uses the same port for the AR System server, specify a port during install or use the Administrator Tool to configure the AR System server after you install it.
Assigning Port Numbers You must assign a port number to any server that you want clients to access directly, without the use of a portmapper. Do not assign port numbers that conflict with port numbers used by other applications or other programs running on your system. To find out which port numbers are already in use, use the rpcinfo -p command (UNIX) or the netstat -a command (Windows NT) at the command line prompt. If you do not check available ports, you could assign port numbers that conflict with other applications and your servers might not start as expected.
Port numbers within the range 1–1024 are only available for use by the superuser, and many of these numbers are reserved. Additionally, port numbers lower than 1024 cannot be accessed by clients earlier than version 5.0. For these reasons, you should assign port numbers greater than 1024.
When you upgrade an AR System server, use the port numbers that you used previously so that you remain compatible with previous server versions.
32 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
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. The following figure shows the Enter Server Port Number screen.
To assign port numbers, select this box and enter the port numbers in the fields. The two port numbers cannot be the same. Use port numbers greater than 1024.
If you choose Yes, this server will be registered with a portmapper. Users do not need to specify the port when they log in to the server. You can also enter port numbers in the fields if you choose Yes. If you choose No, you must enter port numbers.
Figure 2-1: Entering a Server Port Number
Choosing Port Number Options ! 33 Action Request System 5.1
The following shows the portmapper selection section of the installation script with explanations and instructions for each question.
Do you want to register this AR System server with a portmapper? [y] If you choose yes [y], this server will be registered with a portmapper, and users do not need to know the server port to log in to the server. If two or more AR System servers are installed on the same machine, only one server can register with a portmapper. If you choose no [n], you must assign two port numbers for this server; one for the AR System server and one for the plug-in server.
Do you want to run this AR System server on a specific port? [n] If you answered yes [y] to the previous prompt to register this server with a portmapper, you can choose no [n] here. If you choose no [n] here, the server will dynamically choose an available port. You can also choose yes [y] here and assign port numbers at the following prompts. If you answered no [n] to the previous prompt, this server will not be registered with a portmapper, and you must answer yes [y] here. You will be prompted as follows: What TCP port will this AR Sytem server use? Enter a port number greater than 1024. What plug-in port will the Report Plugins use? Enter another port number greater than 1024. This port number cannot be the same as the TCP port number for the server.
Choosing a Startup Option
The AR System server runs as a service, and can be restarted automatically on reboot. The AR System server installer will prompt you to choose whether to start the service automatically (Windows) or whether to place the service in a system startup file (UNIX). You will need to decide how you will start the service before you install the server. Choosing a Server Name
Each AR System server must have a unique name that clients can resolve into an IP address. If clients cannot resolve the name into an IP address, then they will not communicate correctly with the server.
34 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
Individual AR System server names are required to distinguish between multiple AR System servers on a single machine. Individual AR System server names do the following: ! Ensure 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. On Windows, the first server you install on a machine appears in the Windows Services screen as AR System Server. Additional servers appear as follows: AR System Server
!
!
Choosing a Server Name ! 35 Action Request System 5.1
If you plan to install multiple AR System servers on a single machine, you should create AR System server names before you install the servers. If an AR System server will be accessible over a network, the server name must be a valid DNS entry.To ensure that clients can resolve the server name, use only alphanumeric names containing uppercase and lowercase letters a through z and numbers 0 through 9. Avoid hyphens (-), underscores (_), and other special characters ($, for example), as these characters do not comply with DNS rules. Server names are case sensitive. The following two figures show how to select a server name in the AR System installers.
If you enter a name that does not appear in the list, a new server will be installed. In this example, there will be three separate AR System servers on this machine when myserveris installed.
If you choose a server from the list, the existing server will be upgraded or overwritten, according to your choice at the Existing Database screen, which appears later in the installation. In this example, there will still be only two servers after arsys is upgraded.
Figure 2-2: Entering a Server Name in the Windows Installer
36 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
To install a new AR System server, enter the new server name. To upgrade or overwrite an existing AR System server, please enter the name of the AR System server from the list:
In this example, two AR System servers, server1 and server2, are installed on this machine. The most recently installed server is listed at the top. If you enter another name, server3, for example, a new AR System server named server3 will be installed. If you enter server1 at this prompt, and then choose the upgrade option when you are prompted, you will be upgrading server1. The existing AR System database for server1 will be upgraded to support the new server.
Preparing to Install an AR System Server
This section explains how to install an AR System server on the following: ! All platforms—This subsection explains the steps common to all installations. ! Oracle database ! IBM DB2 database ! Microsoft SQL Server database ! Informix database ! Sybase database
Preparing to Install an AR System Server ! 37 Action Request System 5.1
Installing on All Platforms Some preparatory tasks must be completed for all AR System server installations. The common tasks are included in the following worksheet. After you have completed the tasks in this worksheet, complete the worksheet for your database and platform.
Worksheet for All Platforms and Databases Copy this worksheet and complete it for each system where you will install AR System.
Review the AR System 5.1 Release Notes on the Customer Support website: http://supportweb.remedy.com
Prepare the system and environment 1 Refer to the compatibility matrix to verify system requirements: http://supportweb.remedy.com 2 Skip this step if you are installing a new AR System server. Save your AR System environment before making changes to your configuration. Refer to Back Up the AR System Environment on page 24 for instructions. 3 Refer to Ensure Database Version Compatibility on page 24 if the relational database is not installed. Install the database. If the relational database is already installed, back up the database that the AR System server will connect to. Refer to Back Up the AR System Environment on page 24 for more information. Refer to Ensure Database Version Compatibility on page 24 to check version compatibility. 4 Complete this step only if you are installing a new AR System server on a machine where one or more AR System servers are already installed. Create an entry for the server. If the server will be accessible over a network, this must be a valid DNS entry. Refer to Choosing a Server Name on page 34 for information. When you have created the entry, record the server name. AR System server name: ______
38 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
5 Complete this step only if you will configure this AR System server for email access. Prepare the system for AR System Email installation. ! Ensure that the AR System mail server has access to your POP3, SMTP, MAP, MBOX, or IMAP mail service. ! Ensure that JDK 1.4 is installed on the AR System mail server system. 6 Create an email address for the AR System email process to use to send and receive email. Typically, the email address is established on the AR System server machine. To establish the email address on a remote machine with network access to the AR System server, add an entry for the email address to the /etc/aliases file. A sample entry for the default address might be as follows: ARSystem:/usr/spool/mail/ARSystem For all other nodes in the network, make any changes that are required to forward email for the email process to the AR System email address. If you are using NIS services, follow the rules for updating files under NIS. AR System email address: ______Refer to the Email Engine Guide when you install the AR System server with the email server option. Record information to enter at the installer prompt. 7 Determine how TCP port numbers will be assigned and record port information. Refer to Choosing Port Number Options on page 30 before making your selection. Register with a portmapper? Circle one: Yes No Assign ports numbers? Circle one: Yes No TCP Port number: ______Plug-in port number: ______
Preparing to Install an AR System Server ! 39 Action Request System 5.1
8 Choose the optional components to install. __ API Refer to Custom Programming on page 28 for information. __ Samples This option installs a sample application that demonstrates many AR System functions and features. __ LDAP plug-ins This option installs the LDAP plug-ins that allow you to connect to LDAP services without having to create your own LDAP plug-ins. __ Centralized Preferences Refer to Centralized Preferences on page 28 for information. 9 Record the installation directory for the AR System server you are installing. The location must have adequate disk space and RAM, and be accessible to clients through a network. The installer assumes that you are connecting to the local machine where you are installing the AR System server. AR System server installation directory: ______The default is: \Program Files\AR System (Windows) or /usr/ar/
40 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
For UNIX: ! Place the AR System into a startup file? Circle one: Yes No Startup file name: ______List any special system startup or boot options you require. Refer to the operating system documentation for information on options. 12 Linux only:
Important: You must complete this step if you are installing on Linux.
Before installing the AR System server on Linux, you must comment out any mention of nis or nisplus in the hosts line of the Linux /etc/nsswitch.conf system file. For example, the line hosts: files nisplus nis dns will cause the server to crash, but the line hosts: files dns will not. Note: If you are going to use UNIX password authentication, you will also need to remove any mention of nis or nisplus in the passwd line of the Linux /etc/nsswitch.conf system file.
13 Complete this chapter’s installation worksheets, then complete the post-installation steps after you install AR System. When you complete the worksheets, continue with the installation of the AR System server. For UNIX instructions, refer to Chapter 3, Installing the AR System Server on UNIX. For Windows instructions, refer to Chapter 4, Installing the AR System Server on Windows.
Installing with an Oracle Database The AR System server requires the Oracle client application to interface with the Oracle database. The instructions in this chapter describe how to configure AR System with an Oracle client.
Note: The Oracle 8.1.7 client is required to install AR System on UNIX with Oracle 9i.
Preparing to Install an AR System Server ! 41 Action Request System 5.1
You might need to obtain the following information from your system administrator or database administrator before you begin your installation: ! AR System server TCP and RPC port numbers (Skip this step if you registered the AR System server with a portmapper. For more information, refer to Registering with a Portmapper on page 31.) ! Usernames and passwords for:
! AR System administrator (the username and password of the AR System user that has administrative privileges to use the AR System Administrator tool; this user imports forms and sets values in the ar.conf file to manage forms)
! Application (the AR System application password that AR System applications use to connect to the server; this information is in the Server Information tab in the AR System Administrator tool.)
! Database SYSTEM user ! Information on how to prepare the system (refer to Prepare the system on page 45).
Worksheet for Installing AR System on UNIX with Oracle Use this worksheet to record information you will need to install an AR System server on UNIX with an Oracle database. Copy this worksheet and complete a separate worksheet for each server you plan to install in this configuration. You might need to consult your database administrator for relational database information.
Review the AR System 5.1 Release Notes on the Customer Support website: http://supportweb.remedy.com
Prepare the system 1 For both local and remote installs, as well as for Oracle 9i, install the Oracle 8.1.7 client on the same system where you will install the AR System. ! Configure an SQL*Net (or Net 8) client on the machine where AR System will be installed. ! Create an Oracle password account and Database Administrator group. For example, in some UNIX system, you can create these items by way of /etc/password and /etc/group. ! Set up an Oracle Home directory ($ORACLE_HOME) on the machine where you will install the AR System server. The Home directory must be the same directory as the 8.1.7 client directory.
42 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
! Set the ownership to Oracle and the group to Database Administrator. ! Create a subdirectory called network in the $ORACLE_HOME directory for the AR System server installation. ! Change directory (cd) to network ($ORACLE_HOME/network) subdirectory and create a subdirectory called admin. ! Set up the following environment variables. The example below shows environment variables set in the C shell. Contact your database administrator for the correct environment variable values. setenv ORACLE_HOME
Record information to enter at the installer prompts 1 Record the Oracle database system home directory, for example, $ORACLE_HOME. Oracle home directory: ______2 Record the Oracle system identifier (SID). You might need to consult your DBA for this value. Oracle SID: ______3 Record the Oracle system password. The default is manager. Consult your DBA for changes. Oracle system password: ______
Preparing to Install an AR System Server ! 43 Action Request System 5.1
4 Record AR System database information. Refer to Choosing the Upgrade or Overwrite Option on page 26 for information. AR System database name: ______AR System database user: ______5 Specify a private rollback segment (optional). Oracle 8.1.7 uses rollback segments that can be configured as private rollback segments. Oracle 9i uses undo tablespaces, which are managed by the database and cannot be private. Rollback segments hold information about transactions related to the size or amount of updating or creating that happens at any given time. Transaction size will be affected by the number of concurrent users and the AR System configuration.
You should use a separate private rollback segment for each AR System database, and each private rollback segment should be placed in a private tablespace.
For a new installation, a private rollback segment can be created by the installer.
For an upgrade, the existing private rollback segment is used. The default value is ARSystemRoll_
Private rollback segment: ______
Note: You will need to add the rollback segment to the configuration file after installing AR System. Instructions are included in this worksheet.
6 Define the AR System tablespace file name and size. File name: ______The default is $ORACLE_HOME/dbs/arsys1. File size: ______The default size is 30 MB. If you plan to install other AR System applications, such as CRM, refer to each application’s associated release notes or installation guide before you select your server database size.
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7 Specify the temporary tablespace. If a temporary tablespace has already been created (if an earlier version of AR System was installed on this machine), the installer will use the existing temporary tablespace. If the tablespace has not been created, define a file to hold the temporary tablespace. Temporary tablespace path: ______The default is $ORACLE_HOME/dbs/artmpspc. Perform the postinstallation tasks Add the rollback segment name to the init
Worksheet for Installing AR System on Windows with Oracle Use this worksheet to record information you will need to install an AR System server on Windows with an Oracle database. Copy this worksheet and complete a separate worksheet for each server you plan to install in this configuration. You might need to consult your database administrator for relational database information.
Prepare the system Review the AR System 5.1 Release Notes on the Customer Support website: http://supportweb.remedy.com
The AR System machine must have Oracle client libraries, network directories, and administrator directories to link to the AR System server.
On Windows NT, AR System 5.1 dynamically links to the Oracle libraries. If you are installing on a remote machine, the Oracle database must be running on the remote machine, and the local machine must be configured to log on to the remote machine with an appropriate connect string. If the Oracle database server is running Oracle 8 or Oracle 9 using the Oracle 8i compatible mode, SQL*Net 8 for Windows NT must be installed and configured on the local machine where you are installing the AR System server. If the Oracle database server is running Oracle 9 using the Oracle 9i compatible mode, SQL*Net 9 for Windows must be installed and configured on the local machine where you will install the AR System server.
Preparing to Install an AR System Server ! 45 Action Request System 5.1
Refer to the Oracle documentation for details about using the Instance Manager. Perform these steps to prepare the Oracle client on Windows. 1 Ensure that the AR System machine has the following items installed:
! Oracle client (8 for 8i compatible, or 9 for 9i compatible)
! SQL*Net 8 for Windows (that is, the Oracle client), which must be installed and configured on the local machine.
! Network or administrator directories that include the tnsnames.ora file.
! Administrator directories that link to the AR System server 2 Open the System control panel and verify that the
46 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
Refer to Choosing the Upgrade or Overwrite Option on page 26 for information. AR System database name: ______The default is ARSystem. AR System database user: ______5 Skip this step if you are upgrading an existing installation. Complete this step only if you are installing a new AR System server or overwriting the AR System database in an existing installation. Define the AR System tablespace file settings. This is the physical file that holds the AR System database created. The AR System tablespace file name is the same as the AR System database name from step 4. To change this name, return to step 4. AR System database size: ______The default is 30 MB. Tablespace file name: ______The default is arsys1. If you plan to install other AR System applications, such as CRM, refer to each application's associated release notes or installation guide before you select your server database size. 6 Specify the temporary tablespace. If a temporary tablespace has already been created (if an earlier version of AR System was installed on this machine), the installer will use the existing temporary tablespace. If the tablespace has not been created, define the tablespace and a file to hold it. Temporary tablespace name: ______The default is ARTMPSPC. Temporary tablespace file name: ______The default is artmpf. Temporary database size: ______The default is 15 MB.
Preparing to Install an AR System Server ! 47 Action Request System 5.1
7 Specify a private rollback segment, depending on your configuration. Oracle 8.1.7 uses rollback segments that can be configured as private rollback segments. Oracle 9i uses undo segments that are managed by the database and cannot be private. Oracle 9i can use rollback segments if the Undo Management option is set to MANUAL. If you use Oracle 9i, the installer detects which Undo Management mode is used and, if the mode is AUTO, prompts for Undo Tablespace information. Rollback segments hold information about transactions related to the size or amount of updating or creating that happens at any given time. Transaction size will be affected by the number of concurrent users and the AR System configuration. You should use a separate private rollback segment for each AR System database, and each private rollback segment should be placed in a private tablespace. For a new installation, a private rollback segment is created by the installer. The default name is ARSystemRoll. For an upgrade, the existing private rollback segment is used. You should use an existing rollback segment only if you are overwriting or upgrading an existing database. Private rollback segment: ______Note: You will need to add the rollback segment to the configuration file after installing AR System. Instructions are included in this worksheet.
To create a new rollback segment, leave the check box selected. To use an existing segment, clear the check box. Perform the postinstallation tasks Add the private rollback segment name to the init
48 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
Installing with an IBM DB2 Database When you install the AR System server with an IBM DB2 database, the AR System database is created with three tablespaces. The term tablespace refers to the storage area or disk location where the database tables will be stored. How you choose to manage this space will determine how your database gets backed up or restored.
The three tablespaces are as follows: ! Catalog tablespace (SYSCATSPACE)—Contains all of the system tables for the database. ! User tablespace (USERSPACE1)—Contains all user-defined tables. The user tablespace is where the AR System tables will reside and will grow according to the number of records or tickets that are added to the system. ! Temporary tablespace (TEMPSPACE1)—Contains temporary tables. The temporary tablespace is used by the database for activities such as sorting and displaying search results. This tablespace does not grow, so it needs to be large enough to sustain database activity.
Each tablespace consists of containers that hold the physical data, managed in one of two ways: ! System Managed Space (SMS)—Managed by the operating system when the container location is specified by the user. ! Database Managed Space (DMS)—Managed by the DBA. Refer to your DB2 database documentation for information on how to add containers to tablespaces using DMS.
You are prompted to choose between SMS and DMS for each of the three tablespaces, SYSCATSPACE, USERSPACE1, and TEMPSPACE1.
Note: For local installation only: all tables created and accessed by AR System are created using the account of the user who is installing the AR System software. The AR System server will not function unless its service is started using this account.
Preparing to Install an AR System Server ! 49 Action Request System 5.1
You might need to obtain the following information from your system, server, network or database administrator before you begin your installation: Local install (AR System and DB2 database installed on the same machine): ! AR System server TCP port number ! Usernames and passwords for:
! Application (the AR System application password that AR System applications use to connect to the server; this information is in the Server Information tab in the AR System Administrator tool.)
! Application Service Password (required only if your system administrator already entered an Application Service Password in AR System Administrator; to find out if there is a password, in AR System administrator go to File > Server Information, click the Connection Settings tab and check the Application Service Password.) ! Home directory of the local DB2 instance owner (UNIX only) ! Names of the following: AR System database, DB2 instance Remote install (AR System and DB2 database installed on different machines): ! AR System server TCP port number ! Usernames and passwords for:
! AR System database user
! Application (the AR System application password that AR System applications use to connect to the server; this information is in the Server Information tab in the AR System Administrator tool.)
! Application Service Password (required only if your system administrator already entered an Application Service Password in AR System Administrator; to find out if there is a password, in AR System Administrator go to File > Server Information, click the Connection Settings tab and check the Application Service Password.)
! Administrator name and password of the remote DB2 instance ! Remote DB2 server name ! Port number of remote DB2 instance ! Home directory of the local DB2 instance owner (UNIX only) ! AR System database name
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Worksheet for Installing AR System on UNIX and Windows with DB2 Use this worksheet to record information you will need to install an AR System server with an IBM DB2 database. Copy this worksheet and complete a separate worksheet for each server you plan to install in this configuration. You might need to consult your database administrator for relational database information.
Prepare the system Review the AR System 5.1 Release Notes on the Customer Support website: http://supportweb.remedy.com
Local installs: ! Install the DB2 client and DB2 server on the machine where you will install the AR System server. Unix only: Create the DB2 instance when you install the DB2 client. Note: On Solaris and Linux, the AR System server is dynamically linked to the DB2 library, so you must install the DB2 library (libdb2.so) on the same machine as you install the AR System.
! Install the AR System server as root or as any other user that has administrative privileges for the specific DB2 instance on which you install the AR System database. To ensure that the user has these privileges, make that user a member of the groups created during the DB2 installation. The groups include the default db2iadm1, db2fadm1, and db2asgrp groups. Remote installs: ! Install the DB2 client on the machine where you will install the AR System server. Unix only: Create the DB2 instance when you install the DB2 client. Note: On Solaris and Linux, the AR System server is dynamically linked to the DB2 library, so you must install the DB2 library (libdb2.so) on the same machine as you install the AR System.
! Install the DB2 server on a remote machine.
Preparing to Install an AR System Server ! 51 Action Request System 5.1
! Create an AR System database user (such as aradmin) on the remote machine where you installed the DB2 server. The username should be in lower case. UNIX only: The user password must be exactly AR#Admin# during the installation, but you can change it later in AR System Administrator. If you change the password, do so on the remote machine before you set the new AR System server password in the Server Information tab in the Administrator Tool. Refer to the Configuring AR System guide for more information. ! Support TCP/IP on the DB2 database server.
Record information to enter at the installer prompts 1 Record AR System database information. Refer to Choosing the Upgrade or Overwrite Option on page 26 for information. AR System database name (maximum length is 8 characters): ______Note: For databases on a remote machine only: Make the AR System database name different from any of the remote DB2 database alias names. If you make these names the same, the installation will fail.
Home directory of the local DB2 instance owner (UNIX only) ______Place to create AR System database: Path: ______Drive name: ______(The default location is specified in the dftdbpath parameter in the DB2 database configuration file.) Note: On a UNIX-based DB2 database, specify the path on which to create the AR System database. On a Windows-based DB2 database, specify the letter of the drive on which to create the AR System database.
Local install: Name of the DB2 instance: (default instance is the instance defined in DB2INSTANCE environment variable) ______
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Remote install: DB2 database server name: ______Remote DB2 instance administrator name: ______Remote DB2 instance administrator password: ______Port number of remote DB2 instance: ______AR System database user: ______Database alias name for AR System database: ______2 Choose the option for managing the SYSCATSPACE tablespace. Circle one: SMS DMS ! For SMS, you can only use Directory Container, for which you must specify the catalog tablespace location. To install in a location other than the default, you must provide an absolute or relative directory name. The relative directory you provide is relative to the database directory. Ensure that no other directories or files are stored in the location you named. Directory Container: ______! For DMS, you can only use File Container, for which you must specify the size of the catalog tablespace and its container file name. Consult your DBA for recommendations. Tablespace size (default is 30 MB): ______File Container name: ______3 Choose the option for managing the USERSPACE1 tablespace. Circle one: SMS DMS ! For SMS, you can only use Directory Container, for which you must specify the catalog tablespace location. To install in a location other than the default, you must provide an absolute or relative directory name. The relative directory you provide is relative to the database directory. Ensure that no other directories or files are stored in the location you named. Directory Container: ______! For DMS, you can only use File Container, for which you must specify the size of the catalog tablespace and its container file name. Consult your DBA for recommendations. Tablespace size (default is 30 MB): ______File Container name: ______
Preparing to Install an AR System Server ! 53 Action Request System 5.1
4 Choose the option for managing the TEMPSPACE1 tablespace. Circle one: SMS DMS ! For SMS, you can only use Directory Container, for which you must specify the catalog tablespace location. To install in a location other than the default, you must provide an absolute or relative directory name. The relative directory you provide is relative to the database directory. Ensure that no other directories or files are stored in the location you named. SMS is the recommended option for TEMPSPACE1 tablespace, because the system will free space as necessary. Directory Container: ______! For DMS, you can only use File Container, for which you must specify the size of the catalog tablespace and its container file name. Consult your DBA for recommendations. Tablespace size (default is 30 MB): ______File Container name: ______5 Record the following AR System server information: Registered with portmapper? ______AR System server TCP port number: ______AR System server installation directory: ______
Installing with a Microsoft SQL Server Database During installation, you are prompted for the initial size of the database and for the device on which to locate the database. By default, a 30 MB database is created on the default device for your database installation. Ensure that there is sufficient space within the device to hold the new database being created.
A log space for this new database is also created. You are prompted for a location for the log device during installation. Store the data and log on separate devices in the database. The devices must be on physically separate disks for best performance and recoverability. Because running out of log space is a significant issue, plan on a log that is at least as large as your largest single form.
54 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
You might need to obtain the following information from your system, server, network or database administrator before you begin your installation: ! SQL Server instance ! Names for the AR System database, AR System user, database server, and database server/AR System server domain (must be the same) ! Usernames and passwords for:
! AR System administrator (the username and password of the AR System user that has administrative privileges to use the AR System Administrator tool; this user imports forms and sets values in the ar.conf file to manage forms)
! AR System user
! Domain account ! Names and sizes of the data and log devices (optional)
Worksheet for Installing AR System on Windows with MS SQL Server Use this worksheet to record information you will need to install an AR System server on Windows with a Microsoft SQL Server database. Copy this worksheet and complete a separate worksheet for each server you plan to install in this configuration. You might need to consult your database administrator for relational database information.
Review the AR System 5.1 Release Notes on the Customer Support website: http://supportweb.remedy.com
Prepare the system 1 If the MS SQL Server database is installed on a remote machine, ensure that the MS SQL client utilities are installed on the AR System server machine. 2 Complete this step only if you are using MS SQL Server 2000. Record the SQL Server instance for this AR System server installation. Consult your DBA for this value. SQL Server instance: ______
Preparing to Install an AR System Server ! 55 Action Request System 5.1
3 Complete this step only if you are using MS SQL Server and installing in a language other than English. ! Disable automatic conversion: ! Choose Start > Programs > MS SQL Server > Client Network Utility. ! Click the OLE DB Options tab. ! Deselect the Automatic ANSI to OEM conversion box. Note: It is recommended that you install the SQL 8.0 provider on the same machine on which you plan to install the AR System. Refer to the section on relational databases in the AR System Database Reference Guide.
Record information to enter at the installer prompts 1 Record AR System database information. Refer to Choosing the Upgrade or Overwrite Option on page 26 for information. AR System database name: ______AR System database user: ______2 If the MS SQL database is on a remote machine, record the name of the machine where your database resides. If you are using a remote MS SQL Server 7.0 database, and you are using Windows NT Authentication, the database server and the AR System server must be in the same domain. You must enter this domain name during installation. Database server: ______Domain: ______3 If you will choose Windows NT Authentication, you must also set the ARS_SECURE_CONNECT environment variable to 1 (one) before you begin the installation. Delete the environment variable after the installation. 4 Record the system administrator (SA) password of the database. SA password: ______5 Record the domain and password for the AR System database user account. This password and domain will be associated with the user you specified in step 1 on page 52. If you are upgrading or overwriting a previous AR System installation, use the information for the existing account. For new installations, the installer creates this account.
56 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
Refer to Choosing the Upgrade or Overwrite Option on page 26 for information on this user account. Domain: ______Password: ______Optionally, record the names and sizes of the data and log devices. SQL Server can choose these values for you. To allow SQL Server to choose values, leave the fields blank. The database initial size should be set to at least 30 MB, but this will vary based on the growth rate of your system.
If you plan to install other AR System applications, such as CRM, refer to the associated release notes or installation guide before you select your server database size. The log initial size should be set to 75 percent of the database size, or about 23 MB. Data file: ______Database initial size: ______Log file: ______Log initial size: ______Installing with an Informix Database
If you install AR System with an Informix database, you are limited to the maximum connections configured on the Informix database. If you are operating in a multiprocess server environment, be aware that each server thread uses a connection.
If you are using an Informix database on your AR System server to access an external Informix database through direct SQL, you must set options to be the same for both databases. By default, AR System is installed with log options and non-ANSI options.
Installing with an Informix Database ! 57 Action Request System 5.1
You might need to obtain the following information from your system, server, network or database administrator before you begin your installation: ! Informix home directory path ! Names for: database server, database, Informix configuration file Ensure that the user who is installing the AR System server has permissions to add databases and objects to the Informix server.
Worksheet for Installing AR System on UNIX with Informix Use this worksheet to record information you will need to install an AR System server on UNIX with an Informix database. Copy this worksheet and complete a separate worksheet for each server you plan to install in this configuration. You might need to consult your database administrator for relational database information.
Note: Informix does not support Linux.
Review the AR System 5.1 Release Notes on the Customer Support website: http://supportweb.remedy.com
Prepare the system
1 For shared libraries, install ESQL/C and manually specify the path to the ESQL/C libraries by setting the shared library path for your platform: HP-UX—$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$SHLIB_PATH Solaris—$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LD_LIBRARY_PATH AIX—$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LIBPATH 2 Set the NETTYPE protocol to support the multithreaded AR System server, according to your platform: onsoctcp for IBM AIX and HPUX
ontlitcp for Sun Solaris Consult the Informix documentation for instructions.
58 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
Record information to enter at the installer prompts 1 Record the home directory of the Informix database system. The installer is designed to locate the directory $INFORMIXDIR. Informix home directory: ______2 Record the Informix configuration file name. This is typically the default file onconfig, but consult your database administrator for changes. Configuration file: ______3 Record the database server name. Typically, this is the system name. Consult your database administrator for the fully qualified name. If the Informix server is installed on a remote machine, obtain the name from $INFORMIXDIR/etc/sqlhosts. Database sever: ______4 Record AR System database information. Refer to Choosing the Upgrade or Overwrite Option on page 26 for information. AR System database name: ______5 Record the database space where the AR System database will be installed. Database space: ______
The default is root. Installing with a Sybase Database
Before you install an AR System server with a Sybase database, you need to set the required variables DSQUERY, SYBASE, and source the SYBASE.sh to set additional variables.
You will not be able to install the AR System server if these variables are not set. The worksheet contains this information, along with additional preparatory steps you need to perform to install with Sybase.
Installing with a Sybase Database ! 59 Action Request System 5.1
You might need to obtain the following information from your system, server, network or database administrator before you begin your installation: ! Sybase home directory path ! Names for: database server, database, device, Sybase database user for AR System ! Sybase system administration (SA) password
Worksheet for Installing AR System on UNIX with Sybase Use this worksheet to record information you will need to install an AR System server on UNIX with a Sybase database. Copy this worksheet and complete a separate worksheet for each server you plan to install in this configuration. You might need to consult your database administrator for relational database information.
Review the AR System 5.1 Release Notes on the Customer Support website: http://supportweb.remedy.com
Prepare the system Set the required variables. The examples shown are in Bourne shell.
Set DSQUERY as follows: DSQUERY=
Set SYBASE as follows: SYBASE=
Change directories to the Sybase home directory: $SYBASE.
Run . ./SYBASE.sh to set remaining variables.
Note: If you use a Sybase 12.0 database instead of Sybase 12.5, you must install the 12.5 client library on your machine before you install arserver. You must also set the SYBASE environment variable to
60 "Chapter 2—Choosing Server Options and Preparing the Environment Installing AR System
Record information to enter at the installer prompts ! Record the home directory of the Sybase database system.
The installer is designed to locate the directory $SYBASE. Sybase home directory: ______! Record the Sybase server name. The Sybase server name is the name of the instance on a machine. The default is SYBASE, but this can be configured to identify the server; for example: $DSQUERY. Sybase server name: ______! Record the Sybase system administration (SA) password. Sybase SA password: ______There is no SA password by default. ! Record AR System database information. Refer to Choosing the Upgrade or Overwrite Option on page 26 for information. AR System database name: ______AR System database user: ______! Record the database device where the AR System database will be installed. Database space: ______The default is master. Note: If you are installing with Sybase 12.5, you must also install the 32-bit Sybase libraries.
Installing with a Sybase Database ! 61 Action Request System 5.1
62 "Chapter 2—Choosing Server Options and Preparing the Environment 3 Installing the AR System Server on CHAPTER UNIX
This chapter contains procedures for installing the AR System server and the API package on UNIX. The instructions assume that you have completed the appropriate installation worksheets. Refer to Chapter 2, Choosing Server Options and Preparing the Environment for the installation worksheets.
Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter.
Installing the AR System Server on UNIX ! 63 Action Request System 5.1 Installing an AR System Server on UNIX
The instructions in this chapter assume that you have reviewed the information on configurations, server options, and database preparation in Chapters 1 and 2. Make sure that you have completed the installation worksheets for your platform and database combination.
You must use a Windows machine to license and administer the server.
You should retain the file structure created by the installer.
Note: To avoid installation problems, we recommend that you have only one version of AR System on your computer.
When you have completed the server installation, install the mid tier and client applications. When you have completed all installations, refer to the Configuring AR System guide for information on how to configure the server, and Developing AR System Applications: Basic guide for information on how to create and maintain AR System applications.
Installing on UNIX as Non-Root In general, you should perform the AR System server installation as a root user. However, you can perform the installation as a non-root user.
When you install as a non-root user, you must update the system configuration files manually. The installation script prompts you to do this and instructs you to start a shell where you have root access or full read and write access.
Installing as non-root allows a user to maintain the AR System software without the assistance of a system administrator. However, to automatically start the AR System server when your computer restarts, you must request your UNIX system administrator to change the system startup scripts accordingly.
64 "Chapter 3—Installing the AR System Server on UNIX Installing AR System
Installing the AR System Software Without Logging in as Root 1 Set the ARNONROOTINSTALL environment variable to TRUE. Review Appendix B, Customizing UNIX Options to view other environment variable settings, such as those involving file locations for non-root installations. 2 The installation script will prompt you to perform several actions. Before you perform these actions, ensure that you have permissions to the following: ! Network card device files ! Root directory, usually at: /etc/arsystem/
Installing an AR System Server on UNIX ! 65 Action Request System 5.1
Installing the AR System Server from the Web If you purchased software through the Electronic Software Distribution (ESD) process, follow these steps to access the software.
Installing AR System on UNIX from the Web 1 Log in as the root user. % su Password:
2 Copy the downloaded directory (arsystem_
66 "Chapter 3—Installing the AR System Server on UNIX Installing AR System
6 Extract the installation program file by entering the following command: # tar -xvf
Running the AR System Server Installation Script This procedure contains instructions for installing a new AR System server on a machine that has no existing AR System servers, and on a machine with one or more existing AR System servers installed. Installing a second or later AR System server on a single machine is similar to installing the first AR System server. Differences are noted in the procedure.
The script writes a log file to: /usr/tmp/ar_install.log
Running the AR System Server Installation Script 1 Shut down any AR System processes that are currently running. 2 Ensure that the database the AR System server will connect to is running. 3 Log in as the root user. Typically, you will need at least temporary administrator privileges to install the AR System server. To install the software without root privileges, refer to Installing on UNIX as Non-Root on page 64. 4 Set any relevant environment variables to control the installation. See Appendix B, Customizing UNIX Options for details about the options than can be set.
Installing an AR System Server on UNIX ! 67 Action Request System 5.1
5 Access the installation software. ! If you are installing from the Action Request System (AR System) 5.1 installation CD:
! Mount the CD locally or remotely.
! Change to the directory containing the AR System installation script as follows:
# cd
68 "Chapter 3—Installing the AR System Server on UNIX Installing AR System
8 At the prompt: Do you want to install the Server package? [y] Do one of the following: ! Press Enter to proceed with the installation. ! Enter n to stop the installation script. If this is the first AR System server installed on this machine, go to step 11 on page 70. If one or more AR System servers already exist on this machine, the following message appears. Go to step 9. Each AR System server requires a unique name that clients can resolve into an IP address. If clients cannot resolve the name into an IP address, they will not communicate correctly with the AR System server. If you have not defined a unique name for this server, you can open a separate shell and define a name, and then return to this script and enter the name. You can also stop the installer script, define the name, and start the script again. To install a new AR System server, enter the new server name. To upgrade or overwrite an existing AR System server, please enter the name of the AR System server from the list: ------
Installing an AR System Server on UNIX ! 69 Action Request System 5.1
10 At the prompt: Enter your selection: [y] Do one of the following: ! Press Enter to install a new server with the name you entered, and go to step 11. ! Enter n to change the server name. When you have selected a server name, go to step 11. ! Enter q to stop the installation. If you stop the installation, information on the installer log files and restarting the installation appears.
11 At the prompt: Do you want to register this AR System server with the Port Mapper? [y] Do one of the following: ! Press Enter to register this server with a portmapper. (When two or more AR System servers are installed on a single machine, only one server can be registered with a portmapper.) ! Enter n if you do not want to register this server with a portmapper.
12 At the prompt: Do you want to run this AR System server on a specific TCP port? [n] Do one of the following: ! Press Enter if you have registered this server with a portmapper and do not want to assign a port number. The server will choose a port number dynamically, and the port number will direct clients to the correct port. Go to step 15 on page 71. ! Enter y to assign a port number to this server. The server will use the port number you assign, and the portmapper will direct clients to it. The following message appears: The TCP port number is the port address used to connect to this AR System Server. The port address must be unique for each server installation. Preferably use port addresses greater than 1024.
13 At the prompt: What TCP port will this ARSystem Server use? [ ] Enter a TCP port number (greater than 1024) for the server to use. The screen displays message related to port numbers and addresses.
70 "Chapter 3—Installing the AR System Server on UNIX Installing AR System
14 At the prompt: What Plugin port will the Report Plugins use? [] The AR System server includes a reporting plug-in that is enabled by default and requires a port number. Enter a plug-in port number (greater than 1024) for the plug-in server to use. 15 At the prompt: Do you want to install the API package? [n] Do one of the following: ! Press Enter if you do not want to install the API package. ! Enter y to install the API package. The API package enables you to develop software that integrates with AR System, and requires 10 MB of space for installation. If you do not install the API now, you can install the API later without losing your AR System environment. For more information on the API package, refer to Custom Programming on page 28. 16 At the prompt: Do you want to configure Web Services? Enter yes to install and configure the web services option. If you enter yes, you must supply the path to the java executable in the JRE 1.3.1 or higher. 17 At the prompts: Do you want to install the ARDBC LDAP Package? Do you want to install the AREA LDAP Package? Enter yes to install the LDAP plug-ins. Note: To install the LDAP plug-ins later, run the installation program again and choose to install only the plug-ins.
18 At the prompt: Which database system will the AR System use? [db2|informix|oracle|sybase] Enter the database that this AR System server will connect to.
Installing an AR System Server on UNIX ! 71 Action Request System 5.1
19 The prompts that follow in the installation script are specific to your database. At these prompts, enter the values from the installation worksheet for your platform and database combination. If you have not completed the worksheet, refer to Chapter 2, Choosing Server Options and Preparing the Environment. Note: If you are using the relational database for other applications in addition to AR System, the other application databases are not affected by this installation. The underlying database must be running. If the database is not running, you can open another shell and start the database, or you can stop the installation script, start the database, and start the installation script again. If any AR System processes are running, the following message and prompt appear: The following AR System programs are currently running...
Press Enter to shut down the services and continue with the installation. 20 At the prompt: Directory to install AR System? [/usr/ar/
72 "Chapter 3—Installing the AR System Server on UNIX Installing AR System
For new installs, the screen displays pathnames of created files. For upgrade or overwrite installs, the screen displays a message indicating that existing directories were saved. 22 At the prompt: Do you want to put the AR System server in a system startup file? [N] Do one of the following: ! Enter y to put the AR System server into a startup file so that it will start automatically as a service on reboot. Non-root users must have an administrator modify the system to access this file. ! Type n if you will start the service manually.
23 At the prompt: Which startup file do you want to use to start the AR System server? [
Installing an AR System Server on UNIX ! 73 Action Request System 5.1
At this point, the list of extracted files appears. For information about where the files are located, refer to Appendix A, Locating AR System Files The following lines are an example from the display: ------List of Extracted Files ------x bin, 0 bytes, 0 tape blocks x bin/runmacro, 4066684 bytes, 7943 tape blocks x bin/arforkd, 127308 bytes, 249 tape blocks x bin/arplugin, 623844 bytes, 1219 tape blocks . . .
For new installs: The following message appears: Creating new
74 "Chapter 3—Installing the AR System Server on UNIX Installing AR System
If you chose to upgrade or overwrite, the following messages appears: Current FTS collection setting is : Collection-directory: /usr/ar/
26 At the prompt: Are you sure? [n] Do one of the following: ! Press y to confirm the deletion of FTS collection data. ! Press n to continue with the next step.
27 At the prompt: Directory for Full Text Search Collection? [/usr/ar/
28 At the prompt: Do you want to have the Central Preference forms installed? [y] Do one of the following: ! Press Enter to install the Centralized Preferences forms. A series of status messages appears. ! Type n to skip these forms. If this is an upgrade or overwrite of an existing database, go to Postinstallation Steps on page 76.
Installing an AR System Server on UNIX ! 75 Action Request System 5.1
At this point, the following message appears: The sample provides examples of many user interface objects. If you are loading the system for the first time, we recommend that you install these samples. If you are reinstalling, you can choose to have them included or not.
29 At the prompt: Do you want to have the sample definitions installed? [y] Do one of the following: ! Press Enter to install the sample definitions. The installer displays information about the files being installed. ! Type n to skip the definitions.
30 The following message indicates that the installation has been completed successfully: AR System Installation Complete. At this point, you are asked if you want to install the AR System Email engine. If you choose not to install the Email engine, continue with the post-installation steps that follow. If you choose to install the Email engine, read through the post-installation steps that follow, then refer to the Email Engine Guide.
Postinstallation Steps 1 If this is an upgrade or overwrite of an existing database, and the AR System server uses FTS, then rebuild or move indexes, as applicable. Refer to Upgrading or Overwriting the Full Text Search Option on page 27 for more information. 2 Review the database-specific worksheets from Chapter 2, Choosing Server Options and Preparing the Environment and perform any post-installation tasks for your database, if any. 3 Restart your machine.
76 "Chapter 3—Installing the AR System Server on UNIX Installing AR System Restarting the Installation Process
If AR System installation fails or is interrupted, a message appears identifying the problem and the stage number where the process terminated. For example, you might see the following message, which indicates that the installation terminated in Stage 3:
Installation terminating; Fatal error occurred. AR System Installation terminated at Stage 3: Set up AR System database and directories.
The new AR System directories are installed. The previous AR System directories will be saved with .bak suffix.
Check /usr/tmp/ar_install.log and /usr/tmp/arErrorLog to identify the problem. If necessary, call Support to resolve the problem.
Once the problem has been resolved, continue the installation from the point at which it terminated by issuing the following command ./ar_install -s
You can restart a terminated installation by correcting the problem and issuing a command that identifies the stage number. The system loads the information that was recently stored in the /usr/tmp/arEnvHistory file. The script then restarts the process at the stage where it was terminated.
Restarting the Installation Process ! 77 Action Request System 5.1
Restarting the Installation After a Termination 1 Identify the problem by checking the ar_install.log and arErrorLog files in the /usr/tmp directory. 2 Resolve the problem. For example, if you ran out of log space, increase the amount of log space. 3 To restart the installation, type the following command: ./ar_install -s
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. Starting the 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 command, as shown in the following UNIX start commands table.
Table 3-1: UNIX Start Commands
System Type Command HP-UX If you added a startup script, use /sbin/init.d/arsystem start or, if you accepted the default installation directory, use /usr/ar/bin/arsystem start or, if you installed into another directory, use
78 "Chapter 3—Installing the AR System Server on UNIX Installing AR System
System Type Command Solaris If you added a startup script, use /etc/init.d/arsystem start or, if you accepted the default installation directory, use /usr/ar/bin/arsystem start or, if you installed into another directory, use
If you install multiple servers, your directory might be called arsystem_
System Type Command HP-UX If you added a startup script, use /sbin/init.d/arsystem stop or, if you accepted the default installation directory, use /usr/ar/bin/arsystem stop or, if you installed into another directory, use
If you install multiple servers, your directory might be called arsystem_
Warning: Do not use the kill -9 command to stop the AR System server. Doing so may leave your database in an inconsistent state.
Starting and Stopping the Server Manually ! 79 Action Request System 5.1
80 "Chapter 3—Installing the AR System Server on UNIX 4 Installing the AR System Server on CHAPTER Windows
This chapter contains procedures for installing the AR System server on Windows. The instructions assume that you have completed the appropriate installation worksheets. Refer to Chapter 2, Choosing Server Options and Preparing the Environment for the installation worksheets.
Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter.
Installing the AR System Server on Windows ! 81 Action Request System 5.1 Installing an AR System Server on Windows
This procedure contains instructions for installing a new AR System server on a machine that has no existing AR System servers, and on a machine with one or more existing AR System servers installed. Installing a second or later AR System server on a single machine is similar to installing the first AR System server. Differences are noted in the procedure.
You can cancel installation any time. However, information you entered will not be saved.
When you have completed the server installation, install the mid tier and client applications. When you have completed all installations, refer to the Configuring AR System guide for information on how to configure the server, and the Developing AR System Applications: Advanced guide for information on how to create and maintain AR System applications.
Note: To avoid installation problems, we recommend that you have only one version of AR System on your computer.
Installing the AR System Server with the Windows Installer 1 Exit any AR System processes that are running. 2 Ensure that the database to which the AR System server will connect is already running. 3 Record Windows Administrator information. Administrator permissions are not necessary to start or administer the AR System server, and can be granted temporarily for the installation. If your machine is part of a Windows domain, you must log in to the domain as a Windows Domain Administrator to install AR System. If your machine is not part of a Windows domain, you must log in as an administrator for the local system. 4 Record the user name and password for the Windows account that AR System will use. User names cannot contain more than eight characters or the installation will fail. This restriction applies to users with Windows administrative privileges. The user account must have administrator permissions to install the AR System server.
82 "Chapter 4—Installing the AR System Server on Windows Installing AR System
5 Access the installation software. ! From the 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 Server. If the CD browser does not start, open the server installer, server.exe. ! From ESD If you downloaded Action Request System to a location where you will not install Action Request System, copy the downloaded directory and its contents to the machine where you will install Action Request System. For example, if you used the Solaris Sm@rtCert client to download the Action Request System for Windows, copy the directory and its contents to your Windows machine. From the download directory, run the file server.exe. When you run this file, the installation files are unpacked into a temporary directory and the Setup program starts. The Choose Setup Language screen appears. The default language selection is the locale language of the operating system. However, you can change the selection. 6 Choose a language and click OK to display the Welcome screen. 7 Click Next to display the Select Database screen. 8 Click the button that corresponds to the type of database that will support AR System. ! If you select Oracle or Microsoft SQL Server, the version selection screen appears. Go to step 9 on page 83. ! If you select IBM DB2, the Select Action Request System Components screen appears. Go to step 10.
Note: If you do not have a database installed, you will get an error. Cancel this installation, install the database, and restart the server installation.
9 Select your database version and click Next. The Select Action Request System Components screen appears. Note: You will get an error message if you do not have the chosen database installed on your system. Cancel the installation, install the database, and restart the installation program.
Installing an AR System Server on Windows ! 83 Action Request System 5.1
10 Choose the components to install by selecting the appropriate check boxes. ! API—Installs the AR System application programming interface (API). Refer to Custom Programming on page 28 for a description of the components that will be installed. ! Samples—Installs a sample AR System application that demonstrates many AR System capabilities. ! Centralized Preferences—Installs the centralized preference forms that enable users to store preferences on the server. Refer to Centralized Preferences on page 28 for more information.
11 Click Next to display the Select Language Components screen. 12 Select the check boxes for the languages that the server error messages, forms, and data will be displayed in. English is selected by default on all systems. In non-English systems, the locale language for the operating system is also selected. English cannot be deselected, because it is required for correct server performance. You can choose additional languages. 13 Click Next to display the Select Plug-In Components screen. 14 Choose the items to install: ! ARDBC LDAP plug-in enables you to access common enterprise objects in LDAP directories and view data remotely without having to import or export data. ! AREA LDAP plug-in enables authentication of usernames and passwords against an LDAP centralized user database. ! Web services plug-in enables the Set Fields From Web Service filter action necessary to consume a web service. (Installation recommended.) For more information on Web services, refer to the Developing AR System Applications: Advanced guide. 15 If you are installing AR System server for the first time on this machine, or upgrading an earlier version of the AR System server to version 5.1, the Enter Server Port Number screen appears. (The host name is used as the server name, so you are not prompted to enter a server name.) Go to step 18 on page 85. If you are installing a second or later AR System server on this machine, or reinstalling a version 5.1 server, the Enter AR System Server Name screen appears. Go to step 16.
84 "Chapter 4—Installing the AR System Server on Windows Installing AR System
16 Enter the AR System server name in the Selected AR System Server field. For information, refer to Choosing a Server Name on page 34. 17 Click Next to display the Enter Server Port Number screen. 18 Choose how port numbers are assigned. ! To register the server with a portmapper, select the Yes option and click Next. If two or more AR System servers reside on this machine, only one server can register with a portmapper. ! To assign port numbers, select the check box Assign Port Numbers and enter port numbers for the AR System server, and the plug-in server. The port numbers cannot be the same. For more information, refer to Choosing Port Number Options on page 30.
19 Click Next to display the Choose Destination Folder(s) for the AR System Server screen. 20 Select the destination folder for the AR System server or click Browse to display more folder names. To install two or more AR System servers on this machine, install each server into a separate folder. To upgrade or overwrite an existing AR System server, install the new version into the folder where the existing server is installed. If you are upgrading an existing server, or installing another server on a machine where at least one AR System server is installed, select the Full Text Search Folder. Refer to Upgrading or Overwriting the Full Text Search Option on page 27 for information. 21 Click Next to display the
Installing an AR System Server on Windows ! 85 Action Request System 5.1
22 Enter your database server settings information.
For this Database Enter this Information Microsoft SQL Server Enter the server where SQL Server resides. If you are installing SQL Server 2000 with an instance, append the server name with the instance as follows:
86 "Chapter 4—Installing the AR System Server on Windows Installing AR System
23 Click Next to display the Enter AR System Database Information screen. 24 Accept the defaults or enter a name for the database (tablespace for Oracle) and define a user, if these options are enabled. You do not have to enter a database name or user to upgrade. 25 Click Next. ! If you are upgrading an existing AR System or overwriting an existing AR System server, go to step 26. For information, refer to Choosing the Upgrade or Overwrite Option on page 26 ! If you are installing a new AR System server with a relational database, the New AR System Database Settings screen appears, unless you are installing with IBM DB2. Go to step 27 on page 87. 26 If you are installing with a relational database, choose one of the following options in the Existing Database screen: ! Upgrade—This option upgrades the existing AR System database and the existing AR System form and field information contained in it. Structures are updated to support the new server. You might want to back up your data before upgrading. ! Overwrite—This option deletes and replaces the existing AR System database. New forms are imported into this database, and data is not saved. If you will restore your AR System information after this installation, back up your information by exporting AR System data and definitions. This screen appears if you are installing over an existing AR System server, or if you uninstalled AR System before starting this installation. To preserve data integrity, the AR System uninstallers do not remove database files. 27 Click Next to display the Choose AR System Server Startup Settings screen. 28 Choose a startup option and click Next to display the Summary screen. 29 Review the settings. To make changes, click Back until you reach the target screen, then click Next to return to the settings screen. 30 Click Next to begin the installation. When all files have been copied and all forms have been imported, the Setup Complete screen appears. 31 Click Finish to complete the installation.
Installing an AR System Server on Windows ! 87 Action Request System 5.1
If system files were updated, you will be prompted to restart the system. The AR System server starts at the end of the installation. At this point, you are asked if you want to install the AR System Email engine. If you choose not to install the Email engine, continue with the post-installation steps that follow. If you choose to install the Email engine, read through the post-installation steps that follow, use the Email Engine Guide to install the Email engine, then perform the post-installation steps.
Post-Installation Steps If this is an upgrade or overwrite of an existing database, and the AR System server uses FTS, then rebuild or move indexes, as applicable. Refer to Upgrading or Overwriting the Full Text Search Option on page 27 for more information.
If you installed centralized preferences forms, or will use the reporting or message catalog forms, enable these forms. Starting and Stopping the AR System Server Manually
You can choose to start the AR System server automatically or manually. You can also stop the server manually.
Starting the AR System Server on Windows For Windows NT 1 Access the Services screen. a Choose Start > Settings > Control Panel. b Double-click the Services icon.
2 Select the appropriate server. ! The first or only AR System server installed on a machine is called AR System Server. ! Additional servers are listed as AR System
3 Click Start.
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For Windows 2000 4 Access the Services screen. a Choose Start > Settings > Control Panel. b Double-click Administrative Tools. c Double-click the Services icon.
5 Select the appropriate server. ! The first or only AR System server installed on a machine is called AR System Server. ! Additional servers are listed as AR System
6 Choose Action > Start.
Stopping the AR System Server on Windows This procedure describes how to stop the AR System server. However, you can stop other AR System Services using the same procedure. To stop multiple AR System Services, stop them in the following order: a AR System server b AR System Email engine c AR System Portmapper
For Windows NT 1 Access the Services screen. a Choose Start > Settings > Control Panel. b Double-click the Services icon.
2 Select the appropriate server. ! The first or only AR System server installed on a machine is called AR System Server. ! Additional servers are listed as AR System
3 Click Stop.
Starting and Stopping the AR System Server Manually ! 89 Action Request System 5.1
For Windows 2000 4 Access the Services screen. a Choose Start > Settings > Control Panel. b Double-click Administrative Tools. c Double-click the Services icon.
5 Select the appropriate server. ! The first or only AR System server installed on a machine is called AR System Server. ! Additional servers are listed as AR System
6 Choose Action > Stop. Uninstalling an AR System Server
Follow this procedure to uninstall AR System.
The uninstall process does not remove the AR System database from your system. This way, your data and structures remain intact, so that you can choose to upgrade the AR System database if you reinstall the server.
If you uninstall an AR System server and install another server, the installer detects the existing AR System database, and you are presented with the screens for an upgrade or overwrite process, not a new installation process.
In other words, even if you uninstall an AR System server, when you run the installer, you will receive the screen giving you the option to upgrade or overwrite the AR System database, and the installation directory screen will show an FTS directory.
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Uninstalling an AR System Server 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 may 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 folders and their contents. Remove these items only if you are sure that you want to remove everything from the specified folder.
Uninstalling an AR System Server ! 91 Action Request System 5.1
92 "Chapter 4—Installing the AR System Server on Windows 5 Preparing to Install the AR System CHAPTER Mid Tier
The Action Request System (AR System) mid tier enables user access to AR System forms and applications through web browsers. The mid tier resides on the web server machine. Typically, the mid tier is not installed on the same machine as the AR System server, because the mid tier is designed to communicate with multiple AR System servers. Depending on your configuration, a single mid tier may suffice, or you may install multiple mid tiers for additional scalability. You can configure the AR System servers that the mid tier will communicate with, along with other mid tier settings, in the AR System Configuration Tool, which is included with the mid tier. The mid tier requires advance configuration. This chapter describes the requirements and provides checklists where you can check off preparatory tasks and post-installation tasks as you complete them.
Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter.
Preparing to Install the AR System Mid Tier ! 93 Action Request System 5.1 Configuring a Mid Tier Machine
The following components must be installed on the web server machine before you install the mid tier: ! A supported web server ! Java 2 Software Developer's Kit (Java 2 SDK), version 1.3. or above Java 2 SDK is available from http://java.sun.com ! Crystal Web Component Server, if you will use Crystal Reports on the web Crystal Web Component Server is available from http://www.crystaldecisions.net and requires advance configuration.
In addition, at least one AR System 5.1 server must be installed on an accessible machine. The server can be installed locally, but the mid tier is typically installed on a separate machine with network access to AR System servers.
Finally, you will need a supported web browser within your environment to use and configure the mid tier after it is modified.
Installing the Java Server Pages Engine The AR System mid tier requires a supported Java Server Pages (JSP) engine. ServletExec 4.1.1 is bundled with the mid tier, and is installed with the mid tier as part of the mid tier installation by default.
Throughout this documentation, instructions and procedures assume that you will install the supported version of ServletExec that is bundled with the mid tier. The out-of-process version of ServletExec, ServletExec AS 4.1.1, and the in-process version for Solaris and iPlanet, are bundled with the mid tier installers for HP-UX, AIX, Solaris, and Linux. The out-of-process version of ServletExec needs to be started manually after you install the mid tier when you install into the following configurations: ! Apache web server on Solaris, HP-UX, AIX, and Linux ! iPlanet web server on HP-UX and AIX
For these configurations, instructions for starting this version of ServletExec manually are provided.
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Although this document assumes that you will install the ServletExec bundled with the mid tier, if a compatible version of ServletExec is already installed, you may choose to use your existing copy. However, if you do so, you are responsible for the configuration. In addition, you must also verify the permission and ownership of the ServletExec files, as the mid tier installation does not delete existing ServletExec files.
On UNIX, if you have an earlier version of ServletExec installed, you will need to remove or rename the existing directory before installing ServletExec 4.1.1. If you choose to install ServletExec 4.1.1 in the mid tier installation script, you should remove or rename the existing ServletExec directory before running the script.
To use a different JSP engine, you will need to install and enable that engine before you install the mid tier.
Basic testing has been performed using several of the major JSP engines, but full functionality cannot be guaranteed with a different JSP engine.
For more information on product compatibility, refer to the compatibility matrix at: http://supportweb.remedy.com Preparing AR System Servers for the Mid Tier
If you will use centralized preferences, localized error messages, or a Crystal Reports reporting server, you may want to configure these AR System servers before installing the mid tier. The mid tier installer prompts you to specify these servers. If you specify them during the mid tier installation, you do not need to set up these server connections in the AR System Configuration Tool after installation. If you do not specify these servers during the mid tier installation, you use the AR System Configuration tool to do so after installation.
Preparing AR System Servers for the Mid Tier ! 95 Action Request System 5.1
Worksheet for Preparing to Install the AR System Mid Tier with All Web Servers To install the mid tier on any web server, you need installation, setup, and configuration information, some of which is specific to each web server. This section covers general information for all types of web servers. For web-specific information, see the applicable worksheet in this chapter.
Prepare the system 1 Review the AR System 5.1 Release Notes on the Customer Support website: http://supportweb.remedy.com 2 Refer to the compatibility matrix to verify system requirements: http://supportweb.remedy.com 3 If a version of ServletExec earlier than 4.1.1 is installed, either uninstall that version before installing the mid tier and ServletExec 4.1.1 or see the section entitled Installing the Java Server Pages Engine on page 94. Record information to enter at the installer prompts 1 Record the mid tier installation directory. The location must have adequate disk space and RAM, and be accessible to at least one AR System server locally or through a network. Clients must have web access to this location. If you are installing on the same machine as an AR System server, choose a separate directory for the mid tier. Mid tier installation directory: ______The default directories are: UNIX: /usr/ar/mid tier Windows: C:\Program Files\AR System\Mid-Tier 2 Optionally, identify at least one AR System 5.1 server for the mid tier to connect to. If you do not specify servers during installation, you can do so after the installation. AR System servers, with port and RPC numbers, if they have been assigned: ______
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3 Optionally, identify the preference server or servers to be used with the mid tier. If you do not specify preference servers during installation, you can do so after the installation. Preference servers must be AR System servers and must be entered in the list of AR System servers. If you identify two or more preference servers, separate each entry with a comma but no space, for example: server1,server2,server3. . . Preference servers, with port and RPC numbers, if they have been assigned: ______4 Optionally, identify the catalog server. The catalog server must be an AR System server and must be entered in the list of AR System servers. Catalog server, with port and RPC numbers, if they have been assigned: ______Record information to enter at the installer prompts To change the mid tier configuration password, perform the following:
1 Start the AR System Configuration Tool: http://
After you complete the worksheets, continue with the installation of the AR System mid tier: ! For UNIX, refer to Chapter 6, Installing the AR System Mid Tier on UNIX. ! For Windows, refer to Chapter 7, Installing the AR System Mid Tier on Windows.
Preparing AR System Servers for the Mid Tier ! 97 Action Request System 5.1 Preparing to Install the AR System Mid Tier with iPlanet
If you will use an iPlanet web server, you must disable the iPlanet JSP engine before you install the mid tier. Install the mid tier with the bundled version of ServletExec after you disable the iPlanet JSP engine.
If you use the out-of-process version of ServletExec (ServletExec AS 4.1.1) you will also need to change the port number when you install the iPlanet web server. ServletExec AS 4.1.1 is bundled with the mid tier for HP-UX, AIX, and Linux. This version is also available for Solaris and Windows.
Warning: You should stop the iPlanet web server before you make any changes to the configuration. In addition, you should refresh the Web Server Administration Server page after you make changes, and if you are prompted to load configurations, do so. If you do not follow these guidelines, your web server could become corrupted.
To ensure that you prepare your system for the mid tier installation, complete the worksheet for your platform, and perform the appropriate pre-installation procedures as noted in the worksheet.
Worksheet for Installing the AR System Mid Tier on UNIX with iPlanet Use this worksheet if you are installing the AR System mid tier on UNIX with iPlanet. Copy this worksheet and complete a separate worksheet for each mid tier you plan to install. This worksheet assumes that you have already installed at least one AR System server.
Prepare the system 1 Ensure that you have root permissions to the UNIX machine. User name: root Password: ______2 Install the Java 2 JDK. Java JDK installation directory: ______
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3 Complete this step only if you are installing the mid tier on Solaris 2.6. For Solaris 2.6 only, install patch 105181-28 or later before you install ServletExec 4.1.1 or the mid tier. Obtain the patch from http://sunsolve.sun.com/pub-cgi/show.pl?target=patches/patch-access. Or consult your software vendor. Download sites might change. 4 Complete this step only if iPlanet is not yet installed. Install the iPlanet web server, and choose the “typical” option. Also, if you will use the out-of-process version of ServletExec (ServletExec AS 4.1.1), choose a port number other than 8888 for the Administrative server when you install iPlanet. (ServletExec AS 4.1.1 is bundled with the mid tier on HP-UX, AIX, and Linux, and you can choose to install it on other platforms.) ServletExec and iPlanet both use port 8888 by default, and this cannot be changed during the ServletExec installation. Changing the port when you install the web server prevents conflicts. 5 Complete this step only if you will use the out-of-process version of ServletExec (ServletExec AS 4.1.1, which is bundled with the mid tier on HP-UX, AIX, and Linux) and iPlanet is already installed. Change either the iPlanet port number or the ServletExec port number. Both iPlanet and ServletExec use port 8888 by default, so to avoid conflicts, at least one of the port numbers must be changed. To change the iPlanet port number, do the following: a Stop the iPlanet admin server. b Access the file: iPlanet_install_dir>/https-adminserv/config/magnus.conf. c Edit the line Port 8888 to assign another port (Port 8080, for example). d Restart the iPlanet admin server. e To change the ServletExec port number, install ServletExec with the mid tier and perform step 12 on page 101 after installation. 6 Ensure that you have permissions information for the web server: You need a user name, password, and Administration Server port number so that you can access the iPlanet Administration Server. These parameters are established when iPlanet is installed.
Preparing to Install the AR System Mid Tier with iPlanet ! 99 Action Request System 5.1
Ensure that the installer has write privileges to the Netscape configuration file obj.conf; otherwise, the installer will not be able to configure iPlanet for the reports and attachments features. Also, the ServletExec installer will not be able to install the JSP engine as a plug-in. For information on the obj.conf file, refer to the ServletExec User Guide, installed with ServletExec (
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If you do not run these commands before you install the mid tier, then ServletExec will not create the scripts that start and stop the ServletExec JSP engine, or update the web server configuration files. This step is unnecessary if you are using Java 2 SDK 1.3.x with AIX. 12 Complete the installation worksheets for your web server and platform, but do not complete the post-installation steps. Complete the post-installation steps after the installation. Perform the post-installation tasks 1 Complete this step only if you use ServletExec AS 4.1.1 and you installed both ServletExec and iPlanet on port 8888, and you did not change the iPlanet port number. Change the ServletExec port number. a Stop ServletExec. b Change the port in the startServerExec, stopServerExec and web server obj.conf files if the port number in these files is 8888. c Restart ServletExec. 2 Refresh the iPlanet web server. You need to refresh the web server after you install the mid tier so that updates to the configuration file will take effect. Refer to Refreshing the iPlanet Web Server on page 106 for instructions. 3 Complete this step only if you installed the mid tier and the version of ServletExec that is bundled with it on HP-UX, AIX, or Linux. Start ServletExec AS 4.1.1 manually. Refer to Starting and Stopping ServletExec AS 4.1.1 Manually on page 111 for instructions.
Preparing to Install the AR System Mid Tier with iPlanet ! 101 Action Request System 5.1
Worksheet for Installing the AR System Mid Tier on Windows with iPlanet Use this worksheet if you are installing the AR System mid tier on Windows with iPlanet. Copy this worksheet and complete a separate worksheet for each mid tier you plan to install. This worksheet assumes that you have already installed at least one AR System server.
Prepare the system 1 Ensure that you have local Windows Administrator account privileges to the web server box. ! Windows 2000—You must be able to change registry entries. Otherwise, the AR System configuration tool that is installed with the mid tier will not save changes. ! Windows NT—Administrator privileges are required so that the installer can install the mid tier as an NT service. Windows Administrator ID and password: ______2 Ensure that you have the following permissions for the web server. You need a user name, password, and Administration Server port number so that you can access the iPlanet Administration Server. These parameters are established when iPlanet is installed. User name: ______Password: ______Port number: ______3 Complete this step only if iPlanet is not yet installed. Install the iPlanet web server. Do the following when you install iPlanet: ! Choose the “typical” option. ! If you will use the out-of-process version of ServletExec (ServletExec AS 4.1.1), choose a port number other than 8888 when you install iPlanet. ServletExec and iPlanet both use port 8888 by default, and this cannot be changed during the ServletExec installation. Changing the port when you install the web server prevents conflicts.
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4 Complete this step only if you will use the out-of-process version of ServletExec (ServletExec AS 4.1.1) and iPlanet is already installed. If iPlanet is already installed and you will use ServletExec AS 4.1.1, change either the iPlanet port number or the ServletExec port number. Both iPlanet and ServletExec use port 8888 by default, so to avoid conflicts, at least one of the port numbers must be changed. To change the iPlanet port number, do the following: a Stop the iPlanet admin server. b Access the file
Preparing to Install the AR System Mid Tier with iPlanet ! 103 Action Request System 5.1
Perform the post-installation tasks 1 Complete this step only if you use ServletExec AS 4.1.1 and you installed both ServletExec and iPlanet on port 8888, and you did not change the iPlanet port number as described in step 4 on page 103 2 Change the ServletExec port number. a Stop ServletExec. b Change the port number in the startServerExec, stopServerExec and web server obj.conf files if the port number in these files is 8888. c Restart ServletExec. 3 Refresh the iPlanet web server. You need to refresh the web server after you install the mid tier so that updates to the configuration file will take effect. Refer to Refreshing the iPlanet Web Server on page 106 for instructions.
Disabling the iPlanet JSP, Servlet Engine and Internal Java The following two procedures show you how to disable the iPlanet JSP and deactivate the iPlanet servlet engine on UNIX and Windows, and disable internal java. If you do not switch off these iPlanet features, the mid tier will not work, because the mid tier uses the ServletExec JSP engine that is bundled with the mid tier.
Warning: You should stop the iPlanet web server before you make any changes to the configuration. In addition, after you make changes, you should refresh the Web Server Administration Server page, and if you are prompted to load configurations, do so. If you do not follow these guidelines, your web server could become corrupted.
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Disabling the iPlanet JSP and Servlet Engine 1 If it is not installed, install iPlanet 4.1.1 using the “typical” option. 2 Access the iPlanet administration page. a Open a web browser. b Enter http://
9 Click OK. The Save and Apply Changes screen appears. 10 Click the Save and Apply. A confirmation message appears. 11 Click OK to dismiss the message. 12 Close the browser. 13 Install the mid tier, following the procedure for your platform. ! UNIX—refer to Chapter 6 ! Windows—refer to Chapter 7
Preparing to Install the AR System Mid Tier with iPlanet ! 105 Action Request System 5.1
Disabling the iPlanet internal Java 1 Use your web browser to log in to the iPlanet 6 administrative server interface. 2 Choose the Servers tab. 3 Click the Manage Servers Link. 4 Select the webserver instance that will have ServletExec installed and click Manage. 5 Click the Java tab. 6 Uncheck Enable Java Globally. 7 Uncheck Enable Java for class. 8 Click Apply Link. 9 Click Apply Changes.
Refreshing the iPlanet Web Server After you install the mid tier, you need to refresh the iPlanet web server to incorporate updates made to the configuration file during the mid tier installation.
Refreshing the iPlanet web server 1 Access the iPlanet administration page. a Open a web browser. b Enter http://
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7 Click Server On. 8 Click OK on the server start-up message. 9 Close the browser. Preparing to Install the AR System Mid Tier with Apache
If you will use an Apache web server, complete the installation worksheet to ensure that your system is set up correctly.
Worksheet for Installing the AR System Mid Tier on UNIX with Apache Use this worksheet if you are installing the AR System mid tier on UNIX with Apache. Copy this worksheet and complete a separate worksheet for each mid tier you plan to install. This worksheet assumes that you have already installed at least one AR System server.
Prepare the system 1 Install an ANSI C compiler and PERL software before you install ServletExec 4.1.1 and Apache. Install the Apache web server and enable the DSO option. 2 Install the Apache web server and enable the DSO option. 3 Complete this step only if you are installing the mid tier on Red Hat Linux 7.x and you are using the Apache web server that is bundled with Red Hat Linux. Edit the apache user ID. The Apache web server bundled with Red Hat Linux 7.x runs with the user ID apache. The shell for this account is set to /bin/false so you cannot become superuser (su) to this ID. To solve this, edit the password file: Use the linuxconf user tool or vipw to access the password file. Delete the last gecos field after the last colon (the /bin/false section). 4 Ensure that you have root permissions for the web server so that you can write to files and all parent directories. 5 When you invoke the web server, include umask 077 in the web server start sequence to minimize security exposure. 6 Web browsers may submit data that records user password information in the web server’s log file. This is a known security risk.
Preparing to Install the AR System Mid Tier with Apache ! 107 Action Request System 5.1
7 Install Java 2 SDK v1.3 or later. Obtain Java 2 SDK for your platform from one of these web sites, or consult your software vendor. Download sites might change. For the updated JDK version for HP-UX and AIX, you can also go to http://java.sun.com/j2se and choose the link to the correct version and platform ports. 8 Complete this step only if you are using IBM Java 2 SDK 1.3 with AIX. Modify the IBM directory structure by creating the following symbolic links. mkdir -p /usr/java/jre ln -s /
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Completing the Post-Installation Task for Apache Web Server When you install ServletExec separately, that is, if you do not choose to install ServletExec as part of the mid tier installation, the ownership and group name for ServletExec installation directories is root. To run correctly, the group name for the StartServletExec script must be the same as those for the mid tier and web server.
Changing Permissions in the ServletExec Directory The binary download of Apache installs with root directory ownership. To run a secure web site, the directory and file group permissions for the web server, the runapache script, and the mid tier should all be set to the same web group ID. 1 Change to the ServletExec installation directory: # cd
Use this worksheet if you are installing the AR System mid tier on Windows. Copy this worksheet and complete a separate worksheet for each mid tier you plan to install. This worksheet assumes that you have completed the AR System server installation.
Preparing to Install the Mid Tier with Microsoft Internet Information Server ! 109 Action Request System 5.1
Worksheet for Installing the AR System Mid Tier on Windows with IIS Use this worksheet if you are installing the AR System mid tier on Windows with IIS. Copy this worksheet and complete a separate worksheet for each mid tier you plan to install. This worksheet assumes that you have already installed at least one AR System server.
Prepare the system 1 Ensure that you have local Windows Administrator account privileges to the web server box. ! Windows 2000—You must be able to change registry entries. Otherwise, the AR System configuration tool that is installed with the mid tier will not save changes. ! Windows NT—Administrator privileges are required so that the installer can install the mid tier as an NT service. Windows Administrator ID and password: ______2 Ensure that you have the following permissions for the web server. Ensure that you have the correct logon information for the IIS administrator, so that you can access the IIS administration page. User name: ______Password: ______Port number: ______3 If it is not installed, install the IIS web server. 4 Install Java 2 SDK v1.3 or later. Obtain Java 2 SDK from http://java.sun.com. Or, consult your software vendor. Download sites might change. 5 Optionally, install Crystal Web Component Server. Install this component if you will use Crystal Reports on the web. Crystal Web Components Server is available from http://www.crystaldecisions.net.
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Crystal Web Components Server can be installed remotely. If it is not installed locally, you will need to share the mid tier installation directory with the remote Crystal server, specifying the full path to this directory. Note this directory path if you will access Crystal Web Component Server over a network. Crystal Reports Web Component Server path: ______Starting and Stopping ServletExec AS 4.1.1 Manually
If you installed the mid tier and the version of ServletExec that is bundled with it (ServletExec AS 4.1.1) in the following configurations, use this procedure to start ServletExec manually after you install the mid tier: ! Apache web server on Solaris, HP-UX, AIX, or Red Hat Linux ! iPlanet web server on HP-UX or AIX
The procedure assumes that ServletExec AS 4.1.1 has been installed.
Note: If you choose to install the mid tier with ServletExec AS 4.1.1 in any other configuration, manual configuration of the web server and JSP engine is required. These configurations will not be supported.
Starting ServletExec AS 4.1.1 Manually 1 Navigate to the following directory: cd
This command starts ServletExec AS 4.1.1 in the background.
Starting and Stopping ServletExec AS 4.1.1 Manually ! 111 Action Request System 5.1
4 Issue the exit command to assume your previous user ID (root). 5 Verify that ServletExec AS 4.1.1 is licensed and functioning. a Go to http://
Stopping ServletExec AS 4.1.1 Manually There are two ways to stop ServletExec AS 4.1.1 manually. ! Issue the command ./StopServletExec in the directory
112 "Chapter 5—Preparing to Install the AR System Mid Tier 6 Installing the AR System Mid Tier on CHAPTER UNIX
The AR System mid tier requires advance configuration and certain components. Before you install the mid tier, ensure that you have completed the worksheets in the previous chapter for your platform and web server. The AR System mid tier installer performs the following tasks:
! Creates the installation directory, if required
! Places mid tier files and directories in the correct locations
! Installs and registers ServletExec 4.1.1 Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter.
Installing the AR System Mid Tier on UNIX ! 113 Action Request System 5.1 Installing an AR System Mid Tier on UNIX
The instructions in this chapter assume that you have reviewed the information on preparing to install the mid tier in the previous chapter, and that you have completed the installation worksheets.
Installing the Mid Tier from the Web If you purchased software through the Electronic Software Distribution (ESD) process, follow these steps to access the software.
Installing the Mid Tier on UNIX from the Web 1 Log in as the root user. % su - Password:
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7 Note the current directory where the tar files were extracted. Enter the path to that directory when prompted for the product directory name during installation. 8 Change to the directory containing the installation program: # cd arsystem 9 Perform the installation procedure in this chapter. Running the AR System Mid Tier Installation Script
This procedure upgrades the AR System mid tier or installs it for the first time.
The script writes a log file to /usr/tmp/mt_install.log.
Running the AR System Mid Tier Installation Script 1 Ensure that you have System Administrator privileges. 2 Ensure that a supported web server is installed and running on the machine. 3 Access the installation software. If you are installing from the Action Request System 5.1 installation CD: a Mount the CD either locally or remotely. For instructions, refer to Appendix C, Mounting a CD-ROM on a UNIX System. b Change to the directory containing the AR System installation script as follows: # cd
Running the AR System Mid Tier Installation Script ! 115 Action Request System 5.1
5 At the prompt: Do you wish to install Action Request System 5.1 mid tier (Y or N)> [Y] Do one of the following: ! Type n to stop the installation script. ! Press Enter to proceed with the installation.
The following message appears after you press Enter: A record of the installation will be preserved in /usr/tmp/mt_install.log The following information also appears:
! AR System product and copyright information
! Your UNIX version information
! Space requirements for mid tier installation 6 At the prompt: Have you completed the pre-installation tasks described in the Action Request System Installation Guide? [Y] You must install and configure certain components before you install the mid tier. If you have not yet done so, refer to the installation worksheet for your platform and web server in Chapter 5 for information. The mid tier will not install or function correctly if you do not prepare your system. Do one of the following: ! Type n to stop the installation script. ! Press Enter to proceed with the installation.
The following message appears after you press Enter: Action Request System 5.1 mid tier will not install unless you have a compatible JDK installed on your system. Refer to the Action Request System 5.1 mid tier release notes for compatibility information. 7 At the prompt: Have you installed a compatible version of JDK? If not, exit the installation now and install JDK first. Continue? [Y] Do one of the following: ! Type n to stop the installation script. ! Press Enter to proceed with the installation.
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The following message appears after you press Enter: Please select the web server you will be using with Action Request System 5.1 mid tier. Type A or a for Apache web server Type I or i for iPlanet 4.0 web server Type J or j for iPlanet 6.0 web server Type O or o for other web server Type Q or q to CANCEL the install 8 At the prompt: Enter your selection: Enter the letter that designates your web server. A supported web server must be installed to install the mid tier. If you have not installed a supported web server, terminate the installation and install a web server. 9 At the prompt: Please enter the web server install directory. (for example, '
Running the AR System Mid Tier Installation Script ! 117 Action Request System 5.1
10 At the prompt: Enter your selection: Do one of the following: ! Type n if you would like to install ServletExec 4.1.1. The following message appears. You do not have a JSP Engine installed. Action Request System 5.1 mid tier will not function without one. Would you like to install ServletExec from NewAtlanta? Type Y or y to install ServletExec from NewAtlanta Type N or n to CANCEL the install Go to step 11. ! Type y if another JSP engine is installed and you want the mid tier to use it. The following message appears: Please select the JSP engine you will be using with Action Request System 5.1 mid tier. Type S or s for New Atlanta ServletExec If you choose this option, the product directory message appears. Go to step 12. Type O or o for another JSP engine If you choose this option, the product directory message appears. Go to step 12. Type Q or q to CANCEL the install 11 At the prompt: Enter your selection: Do one of the following: ! Type n or q to terminate the installer script. ! Type y to install ServletExec when the mid tier installer completes.
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The product directory message appears as follows: ************************************************************
Please enter the product directory name.
This is the name of the CD mount directory, for example /cdrom
************************************************************
12 At the prompt: Enter the product directory name: [/cdrom] Enter the directory containing the mid tier files to be installed: /
Running the AR System Mid Tier Installation Script ! 119 Action Request System 5.1
14 At the prompt: Is this OK? [y] Do one of the following: ! Press Enter if the directory is correct. ! Type n to change the directory. At this point, the list of extracted files appears. For information about where the files are located, refer to Appendix A, Locating AR System Files. The following lines are an example from the display: Extracting files, please wait. x ./images, 0 bytes, 0 tape blocks x ./images/bkgdImage.gif, 16751 bytes, 33 tape blocks x ./images/blackdot.gif, 35 bytes, 1 tape blocks x ./images/diaryExpand.gif, 188 bytes, 1 tape blocks . . . If you chose to install ServletExec 4.1.1, the ServletExec welcome message appears. If you did not choose to install ServletExec, go to step 28 on page 124. ************************************************************ Install ServletExec JSP Engine on
Note: If the ServletExec installer fails, an error is displayed and the installer quits to the mid tier installer. Messaging can pass by quickly, so inspect the installation log file for information.
15 At the prompt: Next> Press Enter to continue.
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16 At the prompt: For a new installation, enter the full pathname to the base directory or choose the default [/usr/local/NewAtlanta]> Do one of the following: ! Press Enter to accept the default installation directory. ! Enter another directory. The ServletExec license agreement appears. 17 At the prompt: Do you accept these license conditions? [yes]> Do one of the following: ! Press Enter to accept the license agreement. ! Type n to terminate the installation. 18 When the following ServletExec readme text appears, enter the number or text from the list. Select the web server type on which to install : 1.
Running the AR System Mid Tier Installation Script ! 121 Action Request System 5.1
20 Enter the Apache installation directory at the prompt: Enter the directory name of your Apache Server installation. [/usr/local/apache]> Go to step 23. 21 If you only have one Netscape web server, go to step 22. At the prompt (iPlanet on Solaris): Choose one of the following
Enter an instance name. The host name of the machine you are installing on is chosen by default, but you can enter another name. After you enter a name, you receive ServletExec installation confirmation messages, or a message telling you which user Netscape chose.
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24 At the prompt: Enter the ‘base’ directory name of your Java installation which will be used for ServletExec operation. (SUGGESTION: Use ‘/usr/java’ as the java installation directory name or a symbolic link to the java installation in order to make future changes and upgrading easier.) Do one of the following: ! Press Enter to accept the default directory. ! Enter another directory. 25 If you install on iPlanet Web Server, you see the following prompt: Would you like the installer to update
The screen displays messages confirming that the
Running the AR System Mid Tier Installation Script ! 123 Action Request System 5.1
28 If you are installing for the first time, go to step 29. If you are upgrading, the following message appears: A previous configuration was detected. Would you like to keep the previous configuration. (Y or N) Do one of the following: ! Type Y to keep the previous configuration. If you select this option, you will still be able to add servers and preference servers. ! Type N to reconfigure. Go to step 29. The following prompt appears: AR Servers that are already present:
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32 At the prompt: Do you want to enter another AR Server: [n] Do one of the following: ! Press Enter if you are finished entering AR System servers. ! Type y to enter another AR System server. Repeat step 29 through step 31 for each server you add. When you are finished, type n at this prompt. The following message appears. AR Servers are:
34 At the prompt: Please Enter an AR Preference Server Name (optional): Do one of the following: ! If you have configured a preference server, enter the name of that server. Preference servers must be AR System servers, and you also must enter the preference server at the prompt in step 29 on page 124. Go to step 35. ! Press Enter to continue without specifying a preference server. You do not have to specify a preference server now. You can specify preference servers after installation using the AR System Configuration Tool. If you do not choose a preference server, the mid tier installation is complete. Go to step 37. 35 At the prompt: Do you want to enter another preference server? [n] Do one of the following: ! Enter another preference server. ! Press Enter to continue without specifying another preference server. The following message appears: Preference servers are:
Running the AR System Mid Tier Installation Script ! 125 Action Request System 5.1
36 At the prompt: Is this correct? [y] Do one of the following: ! Press Enter to continue ! Type n to make corrections. Return to step 34 on page 125.
The following message appears. Action Request System 5.1 mid tier installation complete. 37 If necessary, perform the appropriate post-installation tasks listed in the installation worksheet for your platform and web server. Reboot your system after you install AR System.
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If you encounter any problems with ServletExec, first ensure that the product installed successfully. To do so, verify the registration.
Verifying the ServletExec Registration and Settings 1 Go to http://
Verifying Virtual Options 1 Choose Web Application > manage on the left panel. 2 Choose ARSYSTEM under the Configure column. 3 Fill in the following information: ! Application Name: ARSYSTEM ! URL Context Path: /arsys/ ! Location:
Verifying the Mid Tier Installation ! 127 Action Request System 5.1 Uninstalling the Mid Tier on UNIX
The uninstallation procedure included here describes ServletExec only. If you installed the mid tier with another JSP engine, refer to that product’s documentation for information.
Uninstalling the Mid Tier 1 If you are using a copy of ServletExec that was installed separately from the mid tier, stop the ServletExec process. You can stop ServletExec two ways: ! Issue the command ./StopServletExec in the directory:
2 Stop the web server. 3 Uninstall ServletExec installer. a Run the ServletExec installer. b At the prompt for the installation directory, choose the existing ServletExec directory. You will be prompted to remove ServletExec or install a new instance. c Choose the option to remove ServletExec.
4 Remove the mid tier directory. Navigate to the parent directory of the mid tier installation directory and issue the remove command: rm -rf
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Checking the Uninstall To ensure that you remove all components: ! For Solaris iPlanet, remove the following from the obj.conf file:
Init fn="load-modules" shlib="/data1/NA_iPlanet/ServletExecNSAPI/ bin/ServletExecNSAPI.so" funcs="ServletExecInit,ServletExecFilter,ServletExecService"
Init fn="ServletExecInit" Service method="(GET|HEAD|POST)" type="magnus-internal/nac" fn= "ServletExecService"
If you are installing iPlanet, refer to the ServeletExec documentation to remove the web server configuration file entries for ServeletExec.
Uninstalling the Mid Tier on UNIX ! 129 Action Request System 5.1
130 "Chapter 6—Installing the AR System Mid Tier on UNIX 7 Installing the AR System Mid Tier on CHAPTER Windows
The AR System mid tier requires advance configuration and certain components. Before you install the mid tier, ensure that you have completed the worksheets for your platform and web server in the previous chapter. The AR System mid tier installer performs the following tasks:
! Creates the installation directory, if required
! Places mid tier files and directories in the correct locations
! Installs and registers ServletExec 4.1.1, if you choose to install ServletExec
! Adds the following to the start of the %PATH% string:
! Installs the required DLL and sets up the driver for Crystal Reports Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter.
Installing the AR System Mid Tier on Windows ! 131 Action Request System 5.1 Installing the AR System Mid Tier on Windows
The following procedure contains instructions for installing the mid tier with either iPlanet or IIS.
You can cancel installation any time. However, information you entered will not be saved.
Installing the AR System Mid Tier with the Installer 1 Ensure that a supported web server is installed and running on the machine. 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 Mid Tier. If the CD browser does not start, open the mid tier installer, midtier.exe. ! From ESD If you downloaded the midtier.exe file to a location where you will not install AR mid tier, copy the downloaded directory and its contents to the machine where you will install it. Run the midtier.exe file. When you run this file, the installation files are unpacked into a temporary directory and the Setup program starts. The Select Language screen appears. 3 Choose a language for this installation. The Welcome screen appears. 4 Click Next. The Choose Destination Folder screen appears. If you are installing the mid tier on a machine with one or more AR System servers installed, install the mid tier into its own directory. One mid tier can service multiple AR System servers.
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5 Click Next to accept the default installation directory, or click Browse to choose another directory and then click Next. The Select Program Folder screen appears. The installer creates program icons for the AR System Configuration Tool and its online help in the start menu. The AR System Configuration Tool is used to define mid tier settings. You can accept the default icon, or choose an alternative. 6 Click Next to accept the default entry, choose a name from the list, or type another name and click Next. The Select Web Server screen appears. The mid tier installer detects all supported web servers that are installed. The web server and an “Other” selection are listed, and the supported web server is selected. 7 Select the web server that the mid tier will use, and click Next. The Select JSP Engine screen appears. The list shows ServletExec 4.1.1, any other locally installed and supported JSP engines, and an Other selection. ServletExec is selected. If ServletExec 4.1.1 is installed, you can continue with the installation, and the mid tier will use your installed copy of ServletExec. You should use ServletExec 4.1.1 only because earlier versions do not support all mid tier functions. If ServletExec is not installed, the text “(not installed)” appears. You can proceed with the mid tier installation, and ServletExec will be installed before the mid tier is installed. You can install and use ServletExec 4.1.1 even if other JSP engines are installed. In that case, you must disable or uninstall the other JSP engine. 8 Select the JSP engine. ! If a supported version of ServletExec is installed, proceed to the next step to continue with the installation. The AR System mid tier will use your installed copy of ServletExec. ! If ServletExec is not installed, proceed to the next step to continue with the installation.The ServletExec installer will run after the mid tier installer.
Installing the AR System Mid Tier on Windows ! 133 Action Request System 5.1
! To use another installed JSP engine, select that engine in the list. You must configure your JSP engine to communicate with the mid tier. ! If you do not have a JSP engine installed, or your JSP engine does not appear in the list, select Other. The mid tier will not be configured for a JSP engine.
9 Click Next. If you are not using iPlanet and did not choose ServletExec as the JSP engine, go to step 10. If you are using iPlanet and chose ServletExec as the JSP engine, you will receive this message:
Ensure that you have disabled the iPlanet JSP engine, according to the procedure Disabling the iPlanet JSP, Servlet Engine and Internal Java on page 104. Click OK to dismiss the message and continue. 10 The Server Properties screen appears. Configure the AR System servers that the mid tier will connect to. Use the Add, Modify, and Remove buttons to configure the list of servers. Identify the servers by the host name, or the server name specified when the AR System server was installed. If you are not using a portmapper, specify the port numbers. You can continue with the installation without entering servers in the list. You can add, modify, and remove servers after installation using the AR System Configuration Tool. 11 Click Next. The Preferences Servers screen appears. 12 Configure specific types of servers that the mid tier will connect to. ! If you have configured preference, catalog, or report servers, enter the names of each server in the appropriate field. Servers entered here will appear in the AR System Configuration Tool, and be available to the mid tier. If you have not configured servers for these purposes, leave the fields blank. ! If you enter an AR System server here, that server must also be entered in the previous screen, Server Properties.
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! If the local machine is not a preference, catalog, or report server, remove the local machine name from the fields. ! To identify multiple preference servers, enter the server names separated by commas, but no spaces. For example: server1,server2,server3, and others. ! Enter only one catalog server, and one report server. The mid tier can only access one of each of these types of servers.
13 Click Next. The Summary screen appears. 14 Click Next. If you did not choose to install ServletExec, go to step 19. If you chose to install ServletExec, the following message appears.
15 Click Yes to start the ServletExec installer. The Welcome screen appears. Note: If you click No, you are asked if you want to install the mid tier without ServletExec. If you click No again, the mid tier installation terminates, and a message listing the location of the installation log file appears. To install the mid tier, you must start the installer again. The values you entered up to this point will not be saved.
16 Click Next. The ServletExec license agreement appears. 17 Click Yes to accept the agreement. You cannot install ServletExec unless you accept the license agreement. If you click No, installation terminates. 18 Click Next. The Choose Destination Location screen appears.
Installing the AR System Mid Tier on Windows ! 135 Action Request System 5.1
19 Click Next to accept the default directory, or click Browse to select another directory, and then click Next. The installation begins. 20 Select only one web server for ServletExec to manage and click Next. The ServletExec installation begins. The following prompt appears if you are using iPlanet.
If you are using IIS, you will get a warning telling you to stop the IIS Administrative server. 21 Click Yes or No to continue with the installation. ! iPlanet only: Click Yes and the program will update the obj.conf file, back up your original obj.conf file, and inform you of the location of the Install.log file for information. The DOS Command Prompt may be displayed briefly. Press Enter to continue. An Information screen appears. Click OK to continue the installation. ! Click No to reach the Setup Complete screen. If you choose No, you must set the configurations manually. For instructions, refer to the ServletExec documentation, located in the ServletExec installation directory,
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23 Click Finish to complete the mid tier installation. If you are using ServletExec, ServletExec creates a configuration file on restart of the server, which the mid tier configuration requires. If you do not reboot the system, the following prompt appears.
24 Click Yes to continue. A status message appears while the web server service restarts. Ensure that the web server is set to automatically restart when the system is rebooted. Note: To configure the mid tier, access the Configuration Tool at: http://
Installing the AR System Mid Tier on Windows ! 137 Action Request System 5.1 Uninstalling the Mid Tier on Windows
This procedure contains instructions for uninstalling the mid tier with ServletExec. If you used another JSP engine, refer to that product’s documentation for information.
You will be prompted to choose whether to remove DLLs that the mid tier uses. If you choose not to remove all DLLs, some mid tier files will remain on the system. You can inspect the uninstall log file and remove files manually. Applications are not uninstalled by the mid tier uninstallation program.
Uninstalling the Mid Tier 1 If you are using the out-of-process version of ServletExec or ServletExec AS, stop ServletExec. 2 Stop the web server. 3 Choose Start > Settings > Control Panel. 4 Double-click the Add/Remove Programs icon. The Add/Remove Programs screen appears. 5 Select Action Request System 5.1 Mid Tier from the list of applications. 6 Click Add/Remove. The Action Request System uninstallation screen appears. 7 Click OK to confirm your selection. You may 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 may 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 mid tier files will remain on your system. You can remove these files manually. Check the uninstall log for information. If you reinstall the mid tier on the same machine, you will need to manually remove the extra ServletExec application entry created by the mid tier installer.
138 "Chapter 7—Installing the AR System Mid Tier on Windows Installing AR System Verifying the Mid Tier Installation
If you encounter any problems with ServletExec, first ensure that the product installed successfully. To do so, verify the registration.
Verifying the ServletExec Registration and Settings 1 Open your ServletExec Admin page. Windows only: Choose Start > Programs > New Atlanta ServletExec 4.1 ISAPI > ServletExec Admin (for IIS) Start > Programs > New Atlanta ServletExec 4.1 NSAPI > ServletExec Admin (for iPlanet) Or Go to http://
Verifying Virtual Options 1 Choose Web Application > Manage on the left panel. 2 Choose ARSYSTEM under the Configure column. 3 Fill in the following information: ! Application Name: ARSYSTEM ! URL Context Path: /arsys/ ! Location:
Verifying the Mid Tier Installation ! 139 Action Request System 5.1
140 "Chapter 7—Installing the AR System Mid Tier on Windows 8 Installing AR System Clients on CHAPTER Windows
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 machines that users and administrators use to access AR System. The three clients that can be installed separately, AR System Administrator, AR System Windows User Tool, and AR System 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.
Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter.
Installing AR System Clients on Windows ! 141 Action Request System 5.1 Preparing to Install AR System Clients
Before you install any clients, you should familiarize yourself with the following topics: ! User configuration directory. Also known as the Home directory. Use a separate directory for local user information. ! Default Home directory. ! Third-party components installer. AR System Windows clients require third-party components to function properly. Refer to Required Third-Party Components on page 143 for more information.
User Configuration Directory The user configuration directory stores coding and user-specific configurations, such as preferences and saved searches. However, if you choose the centralized preferences option, your user configurations are stored in the centralized preferences directory.
When you upgrade, the installers prompt you to identify an existing user configuration directory. When you install AR System clients for the first time, the installers prompt you to create a user configuration directory in a location that you specify.
To ensure that clients share the user configuration directory, specify the same directory path when you install each client. After the installation, you can create a separate directory for each user.
Default Home 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.
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Required Third-Party Components AR System Windows clients require certain third-party components for functions such as viewing help files, communicating with network applications and databases, and supporting the Windows Socket API (Winsock).
AR System provides a third-party installer (Redist.exe)that is actually a collection of individual executables that launch separate installers for each component. Before you install any AR System clients on Windows 95, Windows 98, or Windows NT, run this installer to verify existing components and install what you need. Windows 2000 and Windows ME machines generally do not require updating because the latest versions of these components are included with the operating system.
If you attempt to install a AR System client on a machine which does not have one or more of the required components, the missing components will be listed, and you will be prompted to run the third-party installer. Only the components required by your system will be installed, so the installation will vary from machine to machine. In most cases, the third party components are installed into the system directory or as System Registry entries.
Third-party components may be used by other software (unrelated to AR System), so some components may be already installed. However, the installed components might not be the required versions for AR System clients. In cases where other software may depend on earlier versions of the third-party components, back up those components before you run the third-party installer. After you install the versions required by AR System, test compatibility by performing tasks with the other software that require the components.
Note: Most of the installers for the Microsoft third-party components are also available as separate executables you can obtain from the Microsoft website at www.microsoft.com. If you are a System Administrator, you may want to have these components pre-installed on the users’ machines, before having end-users run an AR System client installer on their systems.
Preparing to Install AR System Clients ! 143 Action Request System 5.1
The components available in the Redist.exe installer are listed in the following table. If your platform is listed in the right column, then the Redist.exe installer will check your system. You will be prompted to install only those components that are not detected on your system.
Executable Component Platform and Function 50comupd.exe Common Windows 95, Windows 98, and Windows NT Tools This is the Windows Common Tools/ Microsoft Windows Update. DCOM95.EXE DCOM95 Windows 95 and Windows 98 Component Object Model (COM) provides AR System clients with the underlying services of interface negotiation, life cycle management (determining when an object can be removed from a system), and event services (putting one object into service as the result of an event that has happened to another object). COM is necessary for the support of OLE Automation in Active Links and is required to integrate AR System client software with third-party software that supports COM. HHUPD.EXE HTML Help Windows 95, Windows 98, and Windows NT Installation This component provides browsing help for and Update systems using the Microsoft HTML Help package standard interface. MDAC_TYP.EXE Microsoft Windows 95, Windows 98, and Windows NT Data Access Microsoft Open Database Connectivity Component (ODBC) is a standard application programming interface (API) for accessing a database. ODBC is required for the AR System clients to communicate with ODBC clients of the underlying database. ODBC clients include Microsoft Access and Microsoft Excel. ODBC enables creating and viewing of Crystal Reports as well. ws2setup.EXE Winsock 2 Windows 95 and Windows 98 Winsock is a support system to enable the Sockets interface. Sockets is a method for communicating between a client program and a server program in a network. A socket is defined as “the endpoint in a connection.” AR System clients need Winsock to connect to AR System servers.
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Running the Third-Party Components Installer 1 Access the installation software. ! CD—Install the AR System server using the CD Browser. Log in to Windows as an administrator and insert the CD into the drive. The CD browser opens automatically if autorun is enabled. If it is not, start Redist.exe. ! ESD—Copy the downloaded directory and its contents to the location from which you will install Action Request System. If you downloaded Action Request System by using the Sm@rtCert client onto a platform where you will not install Action Request System, copy the downloaded directory and its contents to the computer where you will install Action Request System. For example, if you used the Solaris Sm@rtCert client to download the Action Request System for Windows, copy the directory and its contents to your Windows machine. From the download directory, run the file Redist.exe. When you run this file, the installation files are unpacked into a temporary directory, the Setup program starts, and the Choose Setup Language screen appears. 2 Choose a language and click OK. The Welcome screen appears. 3 Click Next. The Third-Party Tools Installer information screen appears. Review the text in this screen for information about the components that will be installed, then click Next. At this point, the installer scans your system, and if a required component is not detected, you will be prompted to choose whether to install the component. If you choose to install a particular component, the individual Microsoft installer for that component starts. Table 8-1 on page 148 lists the prompts that can appear. You will only receive prompts for components that are not detected, so you may not receive every prompt.
Preparing to Install AR System Clients ! 145 Action Request System 5.1
The Microsoft Data Access Component (mdac_typ.exe) is not a single component, but a collection of files that pertain to a dynamic link library (DLL). Therefore, MDAC cannot be detected as a single component. The Redist.exe installer scans for two dll files (odbc32.dll and odbcan32.exe) that may indicate that the component is on the system. Therefore, you may be prompted to install MDAC even if you have the most recent version installed. To verify installed components, go to the next step where you obtain a log showing detected files. If you are certain that you do not have the latest version of MDAC, you can skip the next step and go to step 7 on page 150. 4 To verify existing versions of any installed components before you install new versions, perform these steps: a Click No at each component prompt. Component prompts start with this text: The AR System needs
146 "Chapter 8—Installing AR System Clients on Windows Installing AR System
Following is a sample rd_install.log file from a Windows NT system. The
Preparing to Install AR System Clients ! 147 Action Request System 5.1
5 Install necessary components Table 8-1: Component Prompts
If the message starts with Action The AR System needs This indicates that the required version of mdac_typ.exe ... Microsoft Data Access Component was not detected. However, for this component, you should verify whether MDAC is installed by performing the previous step. To preserve any existing versions that may be installed, click No. You will need to test the AR System client with the installed version. To install the required version, click Yes. If you click Yes, the Microsoft installer will start. Install the component: ! At the Welcome screen, click Continue. ! At the installation directory screen, click the computer icon. ! At the screen which states Microsoft Data Access 2.1 Setup was completed successfully, click OK. The installer mdac_typ.exe terminates. If another component was not detected, you are prompted to install it. Warning For Windows 95 machines that do not have the Microsoft Data Access Component (mdac_typ.exe) installed, you must run the Redist.exe installer to install the DCOM component first and then immediately restart the computer before proceeding to install the Microsoft Data Access Component (mdac_typ.exe).
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If the message starts with Action The AR System needs This indicates that the required version of 50comupd.exe ... Windows Common Tools/ Microsoft Windows Update was not detected. You can choose Yes or No. If you choose No, you will need to test the AR System client with the installed version. If you choose Yes, and the correct version of the component exists, the installer will confirm this. If you click Yes and the component needs to be updated, the Microsoft installer will start. Install the component. The installer is not interactive, so the next message you receive will confirm that the common tools have been installed. ! You will be prompted to restart your machine. To continue installing third-party components, click No. You will be prompted to install the next component that was not detected. If you click Yes, you will need to restart the third-party installer. The AR System needs hhupd.exe This indicates that the required versions of ... HTML Help and Windows Common Tools/ Microsoft Windows Update were not detected. You can choose either Yes or No. If you click No, you will need to test the AR System client with the installed version. If you choose Yes, and the correct version of the component exists, the installer will confirm this. If you click Yes and the component needs to be updated, the Microsoft installer will start. The installer is not interactive, so the next screen you see will confirm that HTML Help 1.31 update is complete. Click OK. DCOM98 (For Win 95 only) win2setup (For Win 95 only)
Preparing to Install AR System Clients ! 149 Action Request System 5.1
6 When all the installations are complete, the summary screen appears. Click Finish. If you were prompted to restart your machine after any of the installers, restart the machine now. 7 Continue with AR System client installations.
AR System Administrator AR System Administrator is required to configure AR System servers, create forms and workflow, and create user accounts. A separate tool, AR System Import, is installed together with AR System Administrator. AR System Import provides the capability to import data from a variety of sources into AR System forms.
AR System Administrator can be installed on Windows server machines to provide local administration. It can be installed on Windows client machines with network access to Windows or UNIX AR System servers to provide remote administration.
If you have elected to use centralized preferences, one of the AR System servers entered should be a preference server.
For complete functionality, Microsoft Internet Explorer (IE) 5.5 or greater must be installed on the client machine where you will install AR System Administrator. If IE 5.5 or greater is not installed, some AR System Administrator functions will not be enabled.
AR System Windows User Tool AR System Windows User Tool is used to submit new AR System requests, search existing requests, and perform some administrative functions, such as exporting data.
AR System Windows User Tool can be installed on Windows server machines to provide local access. It can be installed on Windows client machines with network access to Windows or UNIX AR System servers to provide remote access.
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Two optional components are available for AR System Windows User Tool. The Crystal Reports option installs the Crystal Reports engine libraries that enable users to print predefined Crystal reports. This is an alternative to the AR System Windows User Tool 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 to install the Crystal Reports option, this option will also be installed.
AR System Alert AR System Alert informs users when they have received alerts from an AR System server. An alert contains information about AR System transactions, such as ticket assignments or escalations.
AR System Alert can be installed separately, so users can install AR System Alert even if they will not install AR System Windows User Tool. Alerts can be viewed in AR System Windows User Tool and through a web browser, if the mid tier is installed and the AR System administrator has enabled alerts on the web.
AR System Alert will not process notifications from a version of the AR System server earlier than 5.1. However, Remedy Notifier and AR System Alert can be installed on the same machine, and will process notifications from different versions of AR System servers.
If users will access alerts with AR System Windows User Tool, ensure that AR System Windows User Tool is upgraded to version 5.1 before installing AR System Alert.
For information on configuring a server to process alerts, refer to the Configuring AR System guide after you install AR System Alert.
Preparing to Install AR System Clients ! 151 Action Request System 5.1
AR System Client Installation Worksheet Use the following worksheet to ensure that you have prepared the client machine and that you have all the information you will be prompted for by the AR System client installer available. When you have completed the worksheet, you can install AR System clients. For instructions, refer to the following section.
Review the AR System 5.1 Release Notes on the Customer Support website at http://supportweb.remedy.com
Worksheet for Preparing to Install AR System Clients Verify the operating system requirements in the compatibility matrix at http://supportweb.remedy.com
1 Choose one of the following options: ! For AR System Administrator, ensure that Internet Explorer 5.5 or greater is installed locally. ! For AR System Alert, if you are upgrading a client machine that used Remedy Notifier, and you will replace Remedy Notifier, upgrade AR System Windows User Tool to version 5.1. Complete this step only if users will access AR System Alert through the AR System Windows User Tool client. If users will access AR System Alert through a web browser, skip this step. ! For AR System Windows User Tool, if you have not installed any other AR System 5.1 clients, run the Third-Party Components installer (Redist.exe) to ensure that your system has required components. You need to run the Third-Party Components installer only one time on a machine. If you have already installed other AR System clients, you may have already run the Third-Party Components installer. 2 Record the AR System servers that AR System Alert will connect to, along with the TCP and RPC port numbers, if you assigned them. (Skip this step if you registered the AR System server with a portmapper. For more information, refer to Registering with a Portmapper on page 31.) ______
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3 Specify the default Home directory location. ______4 For AR System Windows User Tool, choose the optional components to install. __ Crystal Reports __ ODBC 5 Install AR System Alert. For instructions, refer to Installing an AR System Client. Although not required to install the AR System client, at least one Action Request System 5.1 server must be installed before you can use the installed client. The AR System server can be installed locally or accessible through a network. The AR System client installer prompts you to identify the AR System servers that will be available. If you have elected to use centralized preferences, one of the AR System servers entered should be a preference server. Installing an AR System Client
This procedure provides instructions for installing AR System Administrator, AR System Windows User Tool, and AR System Alert. Steps apply to each client unless otherwise noted.
Running the AR System Client Installers 1 Exit any AR System client tools 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 the appropriate client installer:
! admin.exe (AR System Administrator)
! user.exe (AR System Windows User Tool)
! alert.exe (AR System Alert)
Installing an AR System Client ! 153 Action Request System 5.1
! From ESD If you downloaded AR System clients to a location where you will not install AR System clients, copy the downloaded directory and its contents to the machine where you will install the clients. For example, if you used the Solaris Sm@rtCert client to download Action Request System for Windows, copy the directory and its contents to your Windows machine. From the download directory, run the appropriate client installer:
! admin.exe (AR System Administrator)
! user.exe (AR System Windows User Tool)
! alert.exe (AR System Alert)
When you run this file, the installation files are unpacked into a temporary directory, and the Setup program starts. At any time during setup, you may exit the installer. However, your settings up to that point in the installer are not saved when you return. For AR System Administrator If you are alerted that Internet Explorer 5.5 or later is not installed, click OK. You will need to install IE 5.5 after you install AR System Administrator. The Welcome screen appears. Go to step 8 on page 155. For AR System Windows User Tool and AR System Alert The Choose Setup Language screen appears. The default language selection is the locale language of the operating system. However, you can change the selection. 3 Choose a language and click OK. The Welcome screen appears. 4 Click Next. For AR System Administrator and For AR System Windows User Tool The Select Components screen appears. Go to the next step. For AR System Alert The Select Action Request System Resource screen appears. Go to step 7. 5 Select the optional components to install. Both options are selected by default, but you can deselect them.
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6 Click Next. The Select Action Request System Resource screen appears. 7 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. English cannot be deselected because English is required to submit requests to Customer Support. You can select multiple languages. 8 Click Next. The Choose Destination Folders screen appears. 9 Select installation folders. For information about the user configuration directory, refer to User Configuration Directory on page 142. 10 Click Next when you are finished. The AR System Server Locations screen appears. 11 Enter the AR System servers that the AR System client will connect to.
Use the Add, Edit, and Remove buttons to configure the list of servers. Identify servers by the server name, which is either the host name or the name entered during AR System server installation. If you plan to use centralized preferences, one of the servers should be a preference server. Refer to Centralized Preferences on page 28. If any clients have been installed on this machine, the AR System servers configured in the previous installation will be listed. At least one AR System server must be available to use the AR System client. After installation, you can add, modify, and remove servers when you log in to the client. 12 Click Next when you have finished. The Summary screen appears. 13 Review your selections. To change settings, click Back until you reach the target screen. 14 Click Next to begin the installation. When the installation is complete, the Setup Complete screen appears.
Installing an AR System Client ! 155 Action Request System 5.1
15 Click Finish to complete the installation. If the Locked Files Found message appears, this indicates that a previous installation of AR System Windows User Tool has been uninstalled. Some items were not removed. Remove these files manually and continue the installation. For AR System Windows User Tool Only AR System Windows User Tool provides the option to start AR System Alert automatically. When you install AR System Windows User Tool, if you leave the check box selected, the AR System Alert log-in screen appears after you click Finish. If you deselect the check box, you will need to start AR System Alert from the Start menu. Uninstalling AR System Clients
Follow this procedure to uninstall AR System clients.
Uninstalling 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 Select AR System Administrator 5.1, AR System Windows User Tool 5.1, or AR System Alert 5.1 from the list of applications. 4 Click Add/Remove. You will be prompted to confirm your selection. 5 Click Yes to continue. The Remove Programs From Your Computer screen appears. A series of prompts appear, asking whether you want to delete the directories that contain the user configuration files (Home directories). You will be prompted to delete the configuration files from each Home directory you created, along with the default user’s files, located in the default directory: C:\Program Files\AR System\Home You will also be prompted to remove files from the installation directory. Remove these items only if you are sure that you want to remove everything from the specified folders. You should not remove the installation directory until after all clients have been uninstalled.
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6 Choose Yes or No as appropriate. You may 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 may use a shared file, so if you are not sure of the impact of removing a shared file, do not remove it. If you do not remove shared files, some client files will remain on your system. 7 When the uninstall is complete, choose OK to quit the uninstaller, or click Details to view information about the files that were not removed. You can remove these files manually. Check the uninstall log for information.
Uninstalling AR System Clients ! 157 Action Request System 5.1
158 "Chapter 8—Installing AR System Clients on Windows 9 Licensing AR System CHAPTER This chapter describes licensing the AR System and Mid Tier software. You can evaluate the Action Request System without purchasing or activating any licenses. However, you are limited to a maximum of 2000 records per form.
Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter.
Licensing AR System ! 159 Action Request System 5.1 AR System Licensing
AR System licensing grants the full and legal use of AR System and is necessary for performing operations that change or update the database (for example, updating requests or records). To run an unlimited AR System server at your site, an AR System server license is required. There are additional AR System server options, such as the Distributed Server Option (DSO), that require a separate, additional license. There are three kinds of licenses you can use to access the AR System server: read, fixed write, and floating write. The base AR System product, once licensed with the AR System server license, comes with three Fixed Write licenses and unlimited Read licenses. You can purchase additional user Fixed Write licenses and user Floating Write licenses by contacting your Remedy Product sales representative or an authorized reseller.
A license key consists of an encrypted character string to initialize or enable the use of AR System by users as specified in the license key. This key allows you to enable functionality, allow users to access the AR System and authorize the type of access for each user. Two key pieces of information in your License Key are the Site Name and Host ID. The Site Name is a string that is used to link all available licenses together. For this reason, each license on each of your servers should use the same, case-sensitive site name. The Host ID is a value that ties your license keys to your Server.
The number of users authorized to access the AR System installed on the server and the type of access granted to such users (for example, fixed write license or floating write license), and the site name and host ID (the server network ID) are established by the license keys issued to you. You then use this key to apply or add the licenses for AR System servers, server options, and users.
Note: As some licenses are linked by site name, each license on each of your servers should use the same, case-sensitive site name.
For more information on licensing and licensing types, refer to the Concepts Guide.
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Obtaining License Keys Use one of the following methods to obtain AR System license keys.
! Go to the Customer Support product licensing web site. ! Send an email to Customer Support at: [email protected] to receive your license keys by return email. The section entitled Requesting License Keys Online on page 161 explains the type of information you must supply in your email. ! Fax Customer Support at (925) 469-4001. Use the AR System License Information Worksheet on page 167 to organize the required information. ! Call Customer Support at (925) 469-4200 (U.S.A.) or your local support center (see the Support website for local numbers), and supply the required information (see Requesting License Keys Online for the required information). Use the AR System License Information Worksheet on page 167 to organize the required information. Your Customer Support contact will send you the information you need to activate your licenses.
Due to case sensitivity, note the information on the worksheet exactly as it appears in the fields.
Requesting License Keys Online To generate keys online, access the Customer Support web site.
Once you have gathered your information, you can use the following procedure to obtain your license key:
Making a New License Request Online 1 At the Customer Support website http://supportweb.remedy.com, type your single sign-on information from your web profile. 2 Select License Request. 3 Click I Agree next to Other License Agreement to accept the terms.
AR System Licensing ! 161 Action Request System 5.1
The License Agreement screen appears, as the following figure shows.
Figure 9-1: General License Screen
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4 Type the required information in the fields. ! Email address ! Purchase order number ! Site name and host ID To obtain the site name and host ID:
! In the AR System License window, choose Edit > Clear to clear any values in the AR System License fields.
! Select the AR System Server from the Product Feature field list. AR System License displays your Site Name and Host ID. ! The Product Feature you wish to license You can view the available features in the Product Feature field list in AR System License. ! Quantity of licenses for each option or product 5 Click Submit. Customer Support will send you an email with the license key information or an email requesting additional required information. Use AR System License to apply this information to the server that is running the AR System server. Note: If you plan to install any AR System application that requires a license key (for example, the Approval Server), you can obtain the license key information for all your products at one time. You can then submit a single license key request to take care of all your applications at once. For application-specific licensing information, refer to the appropriate Release Notes and Installation Guide for the application.
Once you have obtained your license keys, see Adding and Applying Licenses on page 168 for information on applying your licenses.
AR System Licensing ! 163 Action Request System 5.1
Viewing AR System Licenses Use AR System License to view license information. AR System License installs automatically when you install AR System Administrator. You must use a Windows AR System License tool for licensing and administering the system.
Viewing License Information on Windows Use the following procedure to view license information:
1 Choose Start > Programs > Action Request System > AR System License. The Log On screen appears. The following table describes each field of the logon screen.
Table 9-1: Logon Field Descriptions
Field Description
User Name Your user name (required).
Password Your password (required).
Server Name The name of the server you want to access (required).
Authentication An identifying authentication string (optional). String
TCP Port Number The TCP Port number of the server you want to access (required only if you use a firewall or if you installed multiple servers on the same server). If you do not provide a TCP port number, the License Tool will connect to the default server that you registered with the port mapper.
2 Click OK to display the Product License Tool screen.
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Select a license in the list to view license details in the fields at the bottom of the window. The following table describes the License Tool fields.
Field Description Product Feature The product feature that is being licensed. Type The type of license, which varies depending on the contents of the Product Feature field. For example, if the product feature is the AR System server, the Type menu items include Demo and Server. Issue Date The date on which the license is issued. Normally this is the current date. If the license is being installed on a date after the license key was generated, this field must be set to the date that the license was created. Note Use the dd-mm-yy format for the issue date, such as: 17-Sept-01. Expire Date The date on which the license will expire. If this field is empty, there is no expiration date. For full demonstration licenses, this field is normally set for 30 days after the issued date. Site Name The site name, which is a case-sensitive variable and is usually the TCP/IP domain name of the site. You should use the same site name for all license keys assigned to the same server. Host ID The unique, case-sensitive address of the primary network adapter card in the server to be licensed. Note: For Windows, AR System License uses SNMP to get the MAC address for the Host ID field. If it is unable to return a valid MAC Address, it will revert to NetBIOS and attempt to obtain a valid MAC address.
To get a true host ID reading: ! Do an “Edit Clear.” ! Select AR SERVER from the Product Feature menu. This will auto populate a valid host ID for the server that you are currently connected to. The AR System server will recognize the key even if the MAC address is not the default (Auto-Populated Hostid) if: ! You are applying an existing key. ! The Host ID of the License Key is a valid MAC address on this system. ! The License key is valid.
AR System Licensing ! 165 Action Request System 5.1
Field Description License Key The license key that validates the contents of the license. There is only one encrypted key that is valid, given the contents of the preceding fields. This key is provided by Customer Support or your authorized reseller of AR System. # of Licenses The number of right-to-use licenses for this license. This field contains an integer. Depending on the licensing options you choose, you might receive email information to enter information into the unnamed field to the right of the # of Licenses field. Leave the unnamed field blank unless you receive further information. unnamed field Used to when you apply for approval client licenses such as Approval Server and AR System Migrator licenses. Max Forms The maximum number of forms allowed on the server with this license. This field is enabled in the lower portion of the window when you select AR System server in the Product Feature field. If this field is left blank, there is no limit to the number of forms that can be created. This is only used for AR System server licenses. AR System Server ID The ID number of the server. This field is enabled in the lower portion of the window when you select the AR System server in the Product Feature field. This is used for AR System server and Flashboards licenses. Multi-Server The selection of this check box indicates whether a Multi-Processing Server Option (MPSO) of AR System is available with a server license. This check box becomes activated in the lower portion of the window when you select the AR System server in the Product Feature field. This is only used for AR System server licenses.
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AR System License Information Worksheet Use this worksheet to record the case-sensitive information you need to obtain licenses. Technical Support Generate a license key for an AR System product based on the following information. Contact Information Name: ______
Date: ______
Company name: ______
Site ID: ______
Purchase order number: ______
Fax number: ______
Phone number:______
Server Identification
Server host ID: ______
Site name: ______Product Feature
License Type Quantity Distributed Server Option AR System Approval Server Flashboards Mid Tier Mid Tier Host IDs AR System user fixed AR System user floating AR System user text fixed AR System user text floating
AR System Licensing ! 167 Action Request System 5.1
Adding and Applying Licenses Use AR System License to activate an AR System license that you have already purchased. To run AR System License, you must have a Windows machine that has the AR System Administrator installed and has network access to the AR System server. You must log in with a username that is an AR System Administrator.
Note: For Windows NT systems, the NETBIOS Interface Service must be installed on the Windows NT server where the AR System server is installed and running. This ensures the verification of the license key.
Applying the License Keys to Your Server Repeat the steps in this procedure for each AR System product or option to be licensed.
1 After you obtain the license keys, select the appropriate option from the Product Feature list on AR System License. 2 Enter the remaining information exactly as specified (including capitalization) in the appropriate fields. All fields, including the appropriate license key for the Product Feature and date, must match the information that Customer Service or your authorized reseller provides. 3 Click Add License to activate the server license.
Transferring Server Licenses to Other Servers Transferring an AR System server license from one server to another is known as a “purge process” or migration. In this process, you change the physical location of the AR System server by installing the AR System software on the new server, then purging the old license of the previous server before applying new license keys you obtain from Customer Support. To perform a migration, do the following:
Transferring Server Licenses 1 Install AR System on the new server. 2 Open the Purge Agreement Form from the Customer Support web site at: http://supportweb.remedy.com.
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3 Add the following information to the online Purge Agreement Form: ! License keys to transfer to the new server. Obtain this information from the AR System License tool on the old server. ! Site name and host ID To obtain the site name and host ID:
! In the AR System License window, choose Edit → Clear to clear any values in the AR System License fields.
! Select the AR System Server from the Product Feature field list. AR System License displays your Site Name and Host ID. 4 Click OK to submit the information. You will receive email confirmation from Customer Support. 5 Open the AR System License tool in the old server and select the server license to be transferred. 6 Press Delete to remove the server license. Mid Tier Licensing
This section contains information on licensing the AR System mid tier.
You are entitled to one mid tier license for each AR System server license, with the option to purchase additional mid tier licenses. The mid tier will run without a license, but will only process one transaction at a time (i.e., it will only run one thread).
All AR System licenses are stored in (and validated against) an AR System server. You add the mid tier license to one of the AR System servers to which the mid tier connects. Once the mid tier is licensed on one AR System server, this license is valid for any number of AR System servers to which the mid tier connects. If you have multiple mid tiers installed on different machines, you can license all of them on the same AR System server (or different AR System servers, as you desire).
Each mid tier has a unique identifier which is displayed in the Configuration Tool. You will use this identifier, along with your site name, the host ID of the AR System server on which you will license each mid tier, and a license key provided by Customer Support, to create a mid tier license.
Mid Tier Licensing ! 169 Action Request System 5.1
To license the mid tier, do the following:
! Gather the information needed to request a license key from Customer Support. Refer to Obtaining Preliminary Server and Mid Tier Information on page 171. ! Request a license key from Customer Support, as explained in Requesting License Keys Online on page 161. ! Add the license, according to the procedures in Adding and Applying Mid Tier Licenses on page 174. In the Configuration Tool, you may also specify which AR System server is the license server, or the AR System server that the mid tier first checks for a license. If your mid tier connects to multiple AR System servers, you may want to specify a license server to improve efficiency during startup, and to document the location of the license. For more information on the license server and how to specify it, refer to Configuring the License Server on page 176.
You can determine whether the mid tier is using a valid license, and which AR System server it was licensed from, since the last web server startup. Refer to the next section, Determining Current Mid Tier License Usage, next
Determining Current Mid Tier License Usage To determine whether the mid tier is using a valid license, use the following procedure.
Determining the Current Mid Tier License 1 Start the Configuration Tool for that mid tier. Access the Configuration Tool from your browser. The default location is http://
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Obtaining License Keys for the Mid Tier You will need to know the site name and host ID for the AR System server on which you will license each mid tier. You will also need the unique identifier for each mid tier that you will license on that server. After you obtain this information, you must request a license key from Customer Support.
Obtaining Preliminary Server and Mid Tier Information Use AR System License to view the site name and host ID for the AR System server. AR System License installs automatically when you install AR System Administrator.
Use the Configuration Tool to view the identifier for the mid tier. A Configuration Tool is installed with each mid tier.
Obtaining the Server Site Name and Host ID Use the following procedure to obtain the server site name and host ID. Remember, the mid tier must be connected to the server on which you locate the license. Ensure that the server is listed in the ARServer Settings page of the Configuration Tool for that mid tier.
1 Choose Start > Programs > Action Request System > AR System License. The Logon screen appears. 2 Enter appropriate information into each field:
User Name Your user name (required). Password Your password (optional). Server Name The name of the server you want to access (required). Authentication An identifying authentication string (optional). String TCP Port Number The TCP Port number of the server you want to access (required only if you use a firewall or if you installed multiple servers on the same machine). If you do not provide a TCP port number, the License Tool will connect to the default server that you registered with the port mapper.
Mid Tier Licensing ! 171 Action Request System 5.1
3 Click OK to display the Product License Tool screen. 4 Select the server license for the server on which you want to license the mid tier. The site name and host ID are displayed in the Site Name and Host ID fields.
Obtaining the Mid Tier Identifier 1 Start the Configuration Tool for the mid tier you want to license. Access the Configuration Tool from your browser. The default location is http://
Requesting License Keys Use one of the following methods to obtain an AR System mid tier license key. Refer to step 4 on page 174 for the type of information you must supply.
Note: Due to case sensitivity, provide all information exactly as it appears in the AR System License tool.
! Request keys online. ! Send an email to Customer Support at: http://supportweb.remedy.com to receive your license keys by return email. ! Fax Customer Support at (925) 469-4001. ! Call Customer Support at (925) 469-4200. Your Customer Support contact will send you the information you need to activate your licenses.
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Making a New License Request Online Once you have gathered your information, you can use these steps to obtain your license key:
1 At the Customer Support website http://supportweb.remedy.com, type your single sign-on information from your web profile. 2 Select License Request. The License Agreement screen appears. 3 Click I Agree next to For Mid-Tier License to display the Mid Tier License Request screen, as the following figure shows.
Figure 9-2: Mid Tier License Screen
Mid Tier Licensing ! 173 Action Request System 5.1
4 Type the required information in to the fields. ! Support Contract Id ! Purchase order number ! Email address ! Product Feature (choose AR Mid-Tier) ! Site name and host ID To obtain the site name and host ID:
! In the AR System License window, choose Edit → Clear to clear any values in the AR System License fields.
! Select the AR System Server from the Product Feature field list. AR System License displays your Site Name and Host ID. ! Host ID - Mid Tier Enter a mid tier identifier, as shown in the example below, and click Add. Repeat this step for each mid tier to be licensed. The field to the right displays the identifiers you entered in a string with the following format: ID=
Adding and Applying Mid Tier Licenses Use AR System License to activate the AR System license that you purchased. Use the Configuration Tool to specify the license server for each mid tier.
The last procedure in this section explains how to migrate a mid tier license to a new server.
Note: For Windows NT systems, the NETBIOS Interface Service must be installed on the Windows NT server where the AR System server is installed and running. This ensures the verification of the license key.
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Applying the License Key 1 Start AR System License, according to the procedure Obtaining the Server Site Name and Host ID on page 171. 2 Select AR Mid-Tier from the Product Feature list. 3 Enter the following information exactly as specified (including capitalization) in the appropriate fields.
Type Server License Key The license key provided by Customer Support Site Name The site name for the server to which each mid tier license applies Host ID The host ID for the server to which each mid tier license applies # of Licenses In the left-hand field, enter the number of mid tier licenses, such as 1 or 3. In the right-hand field, enter ID= followed by the identifier for each mid tier you are licensing, separated by commas. For example, if you have one license, you would enter ID=identifier. If you have two licenses, you would enter ID=identifier1, identifier2. Note: You must specify mid tier identifiers in the same order in which you provided them to Customer Support when you requested a license key. Otherwise, the license will not be accepted.
4 Click Add License to activate the license. 5 Stop and restart the appropriate web server processes so that each mid tier recognizes the newly applied license.
Mid Tier Licensing ! 175 Action Request System 5.1
Configuring the License Server If your mid tier connects to multiple AR System servers, you may want to specify a license server. If a license server is not specified, the mid tier searches all configured servers to locate a valid license. If a license server is specified, the mid tier searches for a valid license on this server first. If no license is found, the mid tier continues to search all other servers to which it is connected. Use the Configuration Tool to configure the license server, according to the following procedure.
1 Start the Configuration Tool. Access the Configuration Tool from your browser. The default location is http://
Transferring a Mid Tier License to Another Server Transferring an AR System server or mid tier license from one server to another is known as a “purge process” or migration. In this process, you change the physical location of the AR System server by installing the AR System software on the new server, then purging the old license from the previous server before applying the new license key you obtain from Customer Support.
To perform a mid tier license migration, do the following:
1 Install the AR System mid tier on the new server. 2 At the Customer Support website: http://supportweb.remedy.com, type your single sign-on information from your web profile. 3 Select License Purge/Exchange. The License Agreement screen appears. 4 Next to the phrase For Mid-Tier License Purge, click the I Agree link to accept the terms.
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5 At the next screen, type the required information in the fields. ! Support Contract Id under which the old license was issued. ! Email address where the new license key can be sent. ! License keys to transfer to the new server. Obtain this information from the AR System License tool on the old server. ! Site name and host ID for the new server that will contain the mid tier license. Obtain this information from the AR System License tool on the new server. ! Identifiers for each mid tier. Obtain this information from each new Configuration Tool on the new servers. 6 Click Submit. You will receive email confirmation from Customer Support. 7 Open the AR System License tool in the old server and select the mid tier license to be transferred. 8 Select Purge from the Tools menu to remove the mid tier license.
Mid Tier Licensing ! 177 Action Request System 5.1
178 "Chapter 9—Licensing AR System A Locating AR System Files APPENDIX
This appendix describes the files that AR System server, mid tier, and client installers create and modify on the target system. You cannot move AR System server files. You must reinstall AR System if you want to move the server to a new machine. You can preserve the environment by exporting data and structures and importing them in the new location. Refer to Chapter 2, Choosing Server Options and Preparing the Environment for information on backing up an AR System environment. If you do not specify other directories during the installations, files are created in the default directories described in the following sections.
Note: Read the AR System 5.1 Release Notes before you perform any of the steps in this chapter.
Locating AR System Files ! 179 Action Request System 5.1 AR System Server and Components
The default installation directories are as follows: ! UNIX—/usr/ar
! Windows—c:\Program Files\AR System
In the AR System documentation, these directories are referred to as
The default installation directories are as follows: ! UNIX—/usr/ar/mid-tier
! Windows—c:\Program Files\AR System\Mid-Tier
In the AR System documentation, these directories are referred to as
The AR System clients—AR System Administrator, AR System Windows User Tool, AR System Alert, and AR System Import—are available for Windows. AR System Import is installed together with AR System Administrator. The default installation directories are as follows:
! Executables—c:\Program Files\AR System
! User configuration settings—c:\Program Files\AR System\Home
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In the AR System documentation, the text
AR System client installers also create and modify a directory to contain a user’s personal configuration information. This file is referred to in the AR System documentation as
The following tables show the locations of files that are installed into the default directories on a UNIX system.
UNIX AR System Server File Locations These files are created or modified when you install the AR System server on UNIX.
File Location Executable files
AR System Files on UNIX ! 181 Action Request System 5.1
File Location API Package
UNIX AR System Mid Tier File Locations These files are created or modified when you install the AR System mid tier on UNIX.
File Location Executables
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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: We recommend that you retain this file structure. Do not remove DLL files from the arsystem/bin directory. If DLLs are not located in the bin directory, the thread running a process that requires a missing DLL will hang.
File Location Executable/DLL files
AR System Files on Windows ! 183 Action Request System 5.1
File Location API Package
Windows AR System Mid Tier File Locations These files are created or modified when you install the AR System mid tier on Windows.
File Location Executables
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File Location Configuration files
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
Category Location Executables
Note: If you use centralized preferences, the
AR System Files on Windows ! 185 Action Request System 5.1
186 "Appendix A—Locating AR System Files B Customizing UNIX Options APPENDIX
This appendix describes ways you can customize your system when installing AR System on UNIX.
Note: Make sure you have the most updated patches for Solaris and that you have read the Release Notes before you install the AR System and JDK.
Customizing UNIX Options ! 187 Action Request System 5.1 Command Options to Suppress Installation Forms
To suppress the installation of all installation forms, including the User and Group forms, enter the following: # ./ar_install -noschemas Note: Use this option only when you intend to immediately load forms from a previous installation of AR System. Customizing the System Configuration
In some cases, you may want to move the files that are stored in system areas to nonsystem areas. To accomplish this, you must use a set of environment variables.
You can set these variables before you run the installation script. If set, they are read and followed by the installation process. In addition, the variables must be set before any of the AR System server executables are run (arserverd, arservdsd, arservftd, and armonitor).
Note: The installation script does not place these variables in the startup file for you if you request that the installation script create a startup file. You must update the startup file yourself to add these variables. During the installation, specify that the installation updates the startup file. After the installation is complete, edit the startup file to include the appropriate environment variables before the AR System server is run.
The files that are stored in system areas include: ! ar ! ar.conf ! ardb.conf ! armaild.conf ! /etc/arsystem/
188 "Appendix B—Customizing UNIX Options Installing AR System
For information about customizing your system configuration by modifying your ar and ar.conf files, refer to Configuring the AR System.
The following variables will allow you to install the system without placing most files in system areas: ! ARCONFIGDIR
! AR_SYSTEM_LICENSE_DIR You still must place the armonitor.conf and the .multilicense files in /etc/arsystem/
ARCONFIGDIR The environment variable ARCONFIGDIR indicates to the servers where the ar and ar.conf files are located.
You can set this variable as follows: ! Before installation, in which case all the ar and ar.conf files are created or updated in the directory that the ARCONFIGDIR variable specifies. ! Before running a client, in which case the ar file is read from the directory that the ARCONFIGDIR variable specifies. ! Before running the server, in which case files are read from the directory that the ARCONFIGDIR variable specifies. However, if you specify the -i option in the command line, the files are read from the directory that the -i option specifies.
Note: The armonitor.conf file specifies the -i option. If you change the ARCONFIGDIR, you must also edit the armonitor.conf file.
If the variable is not set, the files are read from the default directory:
Customizing the System Configuration ! 189 Action Request System 5.1
AR_SYSTEM_LICENSE_DIR The environment variable AR_SYSTEM_LICENSE_DIR indicates to all AR System products where the arsystem.lic file exists. All licenses created for the system are stored in this file.
If the variable is set before installation, a file named arsystem.lic is created in the specified directory and set to the correct permissions. (If the variable is not set, the default directory is /etc/arsystem/
If you use UNIX, you will need to set the LANG environment variable. Specifying a Platform for Installation
Generally, the installation script dynamically determines the platform on which you are installing AR System. However, you can set an environment variable to force the installation to use a particular platform. The variable is AROS. Set it as described below.
Platform Value HP 9000 Series 700/800 HP or HPUX IBM RS/6000 IBM or AIX Sun SPARC running Solaris SOLARIS Linux LINUX
190 "Appendix B—Customizing UNIX Options C Mounting a CD-ROM on a UNIX APPENDIX System
You can run the UNIX AR System server and mid tier installation scripts from either a locally attached CD-ROM drive or from a remote drive. Remote and local systems can have different operating systems. For example, you can install AR System on a Sun SPARC station running Solaris from a remote CD-ROM mounted on an HP workstation. This appendix provides instructions for preparing a UNIX system to run the install script from either a locally mounted or remotely mounted CD-ROM.
Mounting a CD-ROM on a UNIX System ! 191 Action Request System 5.1 Mounting the CD-ROM
Follow these steps to mount the Action Request System 5.1 for UNIX installation CD-ROM.
Mounting the CD-ROM 1 Log in as the root user: % su % Password:
Platform Command Solaris The volume manager automatically mounts the CD-ROM when it is inserted into the drive. By default, the directory is /cdrom/
5 Continue with the appropriate procedure. ! If the drive is mounted locally, install the AR System server. Refer to Chapter 3, Installing the AR System Server on UNIX for instructions. ! If you are installing remotely, perform the following procedures to export the CD-ROM from the host and mount it over the network.
192 "Appendix C—Mounting a CD-ROM on a UNIX System Installing AR System Exporting the CD-ROM from a Remote Host
Perform these steps at the remote host to make the device accessible over the network.
Exporting the CD-ROM from a Remote HP or AIX Host 1 Open the file /etc/exports in a text editor. 2 If the following entry does not exist, add the following line: /cdrom -rom This line enables the remote host to export the /cdrom mount point. 3 Export the directory from the remote host, using the appropriate command.
Platform Command HP-UX # exportfs /cdrom AIX # /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-ROM at Your Local Host on page 194.
Exporting the CD-ROM from a Remote Solaris Host 1 Start the NFS-related daemons: # /usr/lib/nfs/nfsd 8 # /usr/lib/nfs/mountd 2 Share the mount point from the remote host: # share -F nfs -o ro /cdrom/ars_5_0/ 3 Verify that this host is exporting the mount point: # share The listing should include the /cdrom mount point. 4 Go to Mounting the Remote CD-ROM at Your Local Host on page 194.
Exporting the CD-ROM from a Remote Host ! 193 Action Request System 5.1 Mounting the Remote CD-ROM at Your Local Host
Perform these steps at your local host, where you will install the AR System server.
Mounting the Remote CD-ROM at Your Local Host 1 Create a mount point if one does not already exist: # mkdir /cdrom 2 Mount the remote directory.
Platform Command HP-UX or AIX # mount -r
Where
194 "Appendix C—Mounting a CD-ROM on a UNIX System Index
A AR System mid tier Apache web server, post installation tasks 109 installation requirements 15 applying license keys, mid tier 175 preparing to install 95 AR System AR System server components, choosing configurations 14 optional functionality 27 installing from the web 66 preparing to install 37 licensing 160 starting manually licensing worksheet 167 UNIX 78 server naming 160 Windows 88 site name 165 stopping manually transferring server licenses 168 UNIX 79 AR System Administrator Windows 89 adding log in servers 155 AR System server, installing from the web 66 preparing to install 150 AR System User, preparing to install 150 AR System Alert AR_SYSTEM_LICENSE_DIR variable 190 installing 153 ARCONFIGDIR variable 189 preparing to install 151 using the Windows installer 153 B AR System clients backing up the environment 24 AR System Alert, preparing to install 151 AR System Windows User Tool, preparing to C install 150 CD-ROM client installation 141 exporting from a remote host 193 third-party components and 148 exporting on UNIX 193 uninstalling 156 mounting on the local host 194 AR System License mounting on UNIX 192 accessing 164 centralized preferences 28 applying license keys 168 centralized report processing 30 AR System Server ID 166 checking uninstall on UNIX 129
Index ! 195 Action Request System 5.1
client files, location 185 F client installation file locations, Windows NT 183 AR System clients 141 files, UNIX startup 188 preinstallation considerations 142 full text search (FTS) option third-party components 148 overwriting 27 client installation installers on Windows, upgrading 27 running 153 compatibility, databases 24 H configuration HTML Help 144 choosing 14 email access 20 I extended 18 installation minimal 17 all platforms 38 web 19 AR System Administrator, preparation 150 configurations, sample 16 AR System server configuring the license server, mid tier 176 UNIX 64 Crystal Web, component server 94 with Windows installer 82 current usage of mid tier licenses 170 DB2 database 49 custom programming 28 Informix database 57 customizing, system configuration 188 Microsoft SQL server database 54 mid tier, preparation 93 D non-root 64 database compatibility 24 restarting on UNIX 77 database settings, new 25 suppressing sample forms 188 databases Sybase database 59 Microsoft SQL, preparing system requirements 10 version 7.0 56 troubleshooting 10 Oracle, remote client installation 43 worksheets, mid tier with web server 96 default Home directory 142 installation directories, default 180 default installation directories 180 installation platforms, specifying 190 clients and components 180 installation script, running on UNIX 67 mid tier and components 180 installing mid tier, from the web 114 E Oracle database 41 Electronic Software Distribution 10 iPlanet JSP, disabling 104 email access 30 iPlanet web server, refreshing 106 configuration 20 environment J AR_SYSTEM_LICENSE_DIR variable 190 Java Server Pages engine, installing 94 ARCONFIGDIR variable 189 backing up 24 ESD 10 extended configuration 18
196 " Index Installing AR System
K mid tier keys, license configuration 94 applying 168 configuring the license server 176 obtaining 161 installation requirements 15 requesting online 161 installing Apache 107 L iPlanet, preparation 98 LANG environment variable 190 Microsoft Internet Information language options 190 Server 109 license keys UNIX, script for 115 applying 168 web servers 96 obtaining 161 Windows 132 requesting online 161 installing from the web 114 licenses obtaining license keys 171 adding and applying 168 preparing AR System servers for viewing 164 installation 95 licenses, types 160 requesting license keys 172 licensing uninstalling host ID 165 UNIX 128 overview 160 Windows 138 Purge Agreement Form 168 UNIX files, location 182 retrieving site name 165 using the Windows installer 132 transferring server licenses 168 verifying installation viewing licenses 164 UNIX 127 worksheet 167 Windows 139 localized messages 30 mid tier identifier, obtaining 172 log in servers, adding in mid tier licenses, current usage 170 AR System Administrator 155 mid tier licensing 169 mid tier Windows files, locations 184 M minimum configuration 17 messages, localized 30 Microsoft SQL server N version 7.0, preparing 56 non-root installation 64 worksheet, preparing 57 number options for ports 30
Index ! 197 Action Request System 5.1
O server name, choosing 34 OBDC 144, 148 server, post-installation steps 76 obtaining license keys, mid tier 171 server, uninstalling manually on Windows 90 obtaining the mid tier identifier 172 servers, AR System Oracle client, remote installations 43 naming for licenses 160 Oracle system password, default 43 transferring licenses 168 Oracle, installing Windows clients 46 ServletExec AS 4.1.1, starting and stopping overwrite option 25, 26 manually 111 ServletExec directory, changing permissions 109 P ServletExec registration, verifying 127 permissions, changing in ServletExec ServletExec, verifying registration and settings 139 directory 109 settings, new database 25 port numbers Sm@rtCert client 83, 145, 154 assigning 32 specifying installation platforms 190 in use 32 start commands, UNIX 78 portmapper, registering 31 startup file, UNIX 188 ports, number options 30 startup options, choosing 34 post-installation steps for server 76 suppressing installation forms 188 preference servers 28 system configuration, customizing 188 pre-installation steps 24 system requirements, installation 10 programming, custom 28 Purge Agreement Form 168 T tablespace default R file name 44 registering with a portmapper 31 file size 44 Remedy License TCP port numbers, TCD 32 host ID 165 third-party components retrieving site name 165 clients, required 143 report processing, centralized 30 installer 145 requesting license keys, mid tier 172 troubleshooting the installation 10 types of licenses 160 S sample configurations 16 U sample forms, suppressing installation 188 uninstalling server installation AR System clients 156 preparation 37 server, manually on Windows 90 Windows 81 UNIX worksheets environment variables 188 UNIX AR System mid tier 98 exporting a CD-ROM 193 UNIX AR System mid tier with mounting a CD-ROM 192 Apache 107 startup file 188 Windows AR System mid tier 102 UNIX files, locations 181 Windows AR System mid tier UNIX start command 78 with IIS 110 upgrade option 25, 26 Windows AR System server 51 user configuration directory 142
198 " Index Installing AR System
V variables, UNIX environment 188 verifying the ServletExec registration 127 verifying the ServletExec registration and settings, Windows 139 verifying virtual options 127 W web configuration 19 web installation, AR System server 66 Windows files, locations 183 Winsock 144 worksheets AR System mid tier installation UNIX 98 UNIX with Apache 107 web servers 96 Windows 102 Windows with IIS 110 AR System server installation, Windows 51 client installation on Windows 152 database preparation, Microsoft SQL 57 installing all platforms and databases 38 DB2 database UNIX 51 Windows 51 Informix database, UNIX 58 Microsoft SQL server database, Windows 55 Oracle database, UNIX 42 Oracle database, Windows 45 Sybase database, UNIX 60 installing Windows clients 152 licensing 167
Index ! 199 Action Request System 5.1
200 " Index