BMC Remedy Action Request System 7.0 Configuring

Transcription

1 BMC Remedy Action Request System 7.0 Configuring May 2006 Part No: 58466

2 Copyright BMC Software, Inc. All rights reserved. BMC, the BMC logo, all other BMC product or service names, BMC Software, the BMC Software logos, and all other BMC Software product or service names, are registered trademarks or trademarks of BMC Software, Inc. All other trademarks belong to their respective companies. BMC Software, Inc., considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable end user license agreement or nondisclosure agreement for the product and the proprietary and restricted rights notices included in this documentation. For license information about the OpenSource files used in the licensed program, please read OpenSourceLicenses.pdf. This file is in the \Doc folder of the distribution CD-ROM and in the documentation download portion of the product download page. Restricted Rights Legend U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section , DFARS , DFARS , DFARS , and DFARS , as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX , USA. Any contract notices should be sent to this address. Contacting Us If you need technical support for this product, contact Customer Support by at If you have comments or suggestions about this documentation, contact Information Development by at This edition applies to version 7.0 of the licensed program. BMC Software, Inc.

3 Contents Preface Audience AR System documents Learn about the AR System Developer Community Why should you participate in the Developer Community? How do you access the Developer Community? Chapter 1 BMC Remedy Action Request System 7.0 architecture AR System architecture overview BMC Remedy mid tier AR System server AR System and web services Creating and publishing a web service Consuming a web service Scalability Mid tier scalability AR System server scalability Working with a portmapper service in AR System Windows and portmapper services Configuring clients through environmental variables Contents 3

4 BMC Remedy Action Request System 7.0 Chapter 2 Obtaining and activating licenses Licensing overview License keys Contacting Customer Support Licensing a new AR System server Manually applying license keys Transferring server licenses to other servers Exporting licenses Importing licenses Chapter 3 Setting user preferences User preferences and customizations Local preferences Centralized preferences Creating a preference server Configuring clients to use a preference server Setting centralized preferences on Windows clients AR System User Preference form fields Common fields General tab Display tab (BMC Remedy User only) Color tab (BMC Remedy User only) Confirmation tab Report tab Logging tab Locale tab File tab (BMC Remedy User only) Advanced tab Home Page tab Alert tab Recent tab Edit tab Window tab Misc tab Web tab Setting centralized preferences on web clients Contents

5 Configuring Chapter 4 Defining your user base Licensing users License types Viewing user information Releasing floating licenses License pools Adding and modifying user information Allowing guest users Special submitter mode Validating password information Setting up an authentication alias User Name Alias Authentication String Alias Unique user logins Chapter 5 Configuring servers and clients Configuring AR System servers Server information Platform tab Server information Timeout tab Server information Licenses tab Server information Configuration tab Server information Log Files tab Server information Database tab Server information Server Ports and Queues tab Server information Connection Settings tab Server information Currency Types tab Server Information External Authentication tab Server information Advanced tab Server information Source Control tab Server information Server Events tab Configuring a server for development or production cache mode Configuring multiple servers Configuring multiple servers on one machine Configuring multiple servers to access the same database Running servers as part of a group Contents 5

6 BMC Remedy Action Request System 7.0 Running a stand-alone AR System server on Windows Configuring firewalls with AR System servers Configuring clients for AR System servers Configuring a server to use plug-ins Configuring the AR System server for external authentication (AREA) Configuring a mail server Configuring a server for alerts Configuring and using the AR System Server Administration plug-in Configuring AR System to use the Server Administration application Administering your server from AR System clients Chapter 6 Working with the alert system Alert system architecture Alert Events form Viewing alerts CleanupAlertEvents escalation Managing registered users Working with versions of the AR System prior to 5.x Upgrading the server but not the clients Upgrading or installing clients but not the server Enabling alerts on the Web Chapter 7 Importing data into AR System forms Understanding the import process Understanding data mapping Understanding preferences Preparing to import Defining BMC Remedy Import preferences Importing data Using a saved mapping file Using the import log file AR XML data All other data types Contents

7 Configuring Chapter 8 Using full text search Overview of full text search Accruing and weighting results with FTS Sorting requests by weight Using the Ignore Words List Who can perform a full text search? Using FTS Performing a search in a field indexed for FTS Searching for word stems Using wildcards Using the QBE method Using the advanced search bar method Adding a form search field to a form Parametric full text search Search strategies Search issues Limitations of FTS Administering FTS Selecting fields for FTS indexing Full text search indexing Indexing for attachments Multiple languages and attachment file formats Reindexing FTS configuration options Debugging FTS FTS logging Upgrading FTS Assigning FTS licenses to users Defining a field for FTS in the Field Properties window Estimating the size of the FTS index Displaying FTS weight in a results list Contents 7

8 BMC Remedy Action Request System 7.0 Appendix A Working with the Request ID field Working with the Request ID field Changing the next available ID for new requests Changing the Request ID field length or prefix Preserving existing Request ID field values Changing existing Request ID field values to a new format Updating the Request ID field in other AR System tables Appendix B AR System configuration files ar ar.conf (ar.cfg) ardb.conf (ardb.cfg) armonitor.conf (armonitor.cfg) Appendix C AR System server components and external utilities AR System server components arforkd (UNIX only) armonitor (armonitor.exe) arplugin (arplugin.exe) arserverd (arserver.exe) External utilities arcache (arcache.exe) arreload (arreload.exe) arsignal (arsignal.exe) Appendix D Date and time formats Short date formats Long date formats Day formats Time formats Additional characters Contents

9 Configuring Appendix E Working with the Server Events form Understanding the Server Events form How the Server Events form is created Types of events you can record Viewing the server changes you recorded Using server events in workflow Appendix F Using Business Time in the AR System server Overview Architecture How Business Time 2.0 works Scheduling a time segment Understanding levels Creating non-conflicting segments Defining a business time segment Understanding time segment entity associations Understanding time segment shared entities Using offset hours in Business Time Business Time commands Parameters Application commands Business Segment-Entity Association commands Application-Get-Next-Recurrence-Time Using the old Business Time forms Scheduling workdays Scheduling holidays Defining business hours using offset hours Old Business Time commands Migrating Workdays and Holidays to the Business Time Segment form Debugging tips for Business Time Appendix G Using the Assignment Engine Overview Assignment Engine Process Assignment Engine Administration Console Contents 9

10 BMC Remedy Action Request System 7.0 Auto-assignment methods Preparing for the auto-assignment process Fields to add to the assignee form Fields to add to the request form Adding assignment forms Adding assignment processes Adding assignment rules Setting sequencing for rules Turning on log and trace files Index Contents

11 Preface Important: The compatibility information listed in the product documentation is subject to change. See the compatibility matrix at /supportweb.remedy.com for the latest, most complete information about what is officially supported. Carefully read the system requirements for your particular operating system, especially the necessary patch requirements. Audience This guide is written for administrators who are responsible for setting up and maintaining the BMC Remedy Action Request System (AR System ). The guide is intended to aid new and current administrators of AR System. If you are a current AR System administrator, this guide enhances the ease of use and performance of your AR System environment. If you are a new AR System administrator, this guide helps you create an effective and efficient AR System environment. Preface 11

12 BMC Remedy Action Request System 7.0 Before you explore the topics in this guide, make sure that you understand the terms and concepts discussed in the Optimizing and Troubleshooting guide, which contains all the required information for setting up and administering a basic AR System environment. Your knowledge of basic administrative AR System tasks is crucial for successful implementation of the strategies discussed in this guide. You must know how to use AR System, including BMC Remedy Administrator, BMC Remedy User, and BMC Remedy Import. See the Installing guide, the Form and Application Objects guide, and the Workflow Objects guide for additional information. AR System documents The following table lists documentation available for AR System products. Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on AR System product installation CDs, on the Customer Support site (supportweb.remedy.com), or both. You can access product Help through each product s Help menu or by clicking on Help links. Title Description Audience Concepts Overview of AR System architecture and features with in-depth examples; includes information about other AR System products as well as a comprehensive glossary for the entire AR System documentation set. Everyone Installing Procedures for installing AR System. Administrators Getting Started Introduces topics that are usually only learned when first starting to use the system, including logging in, searching for objects, and so on. Everyone Form and Application Objects Describes components necessary to build applications in AR System, including applications, fields, forms, and views. Developers Workflow Objects Contains all of the workflow information. Developers Configuring Contains information about configuring AR System servers and clients, localizing, importing and exporting data, and archiving data. Administrators 12 Preface

13 Configuring Title Description Audience Installing and Administering BMC Remedy Mid Tier Integrating with Plug-ins and Third-Party Products Optimizing and Troubleshooting Database Reference Administering BMC Remedy DSO Administering BMC Remedy Flashboards CAPI Reference Contains information about the mid tier, including mid tier installation and configuration, and web server configuration. Discusses integrating AR System with external systems using plug-ins and other products, including LDAP, OLE, and ARDBC. Server administration topics and technical essays related to monitoring and maintaining AR System for the purpose of optimizing performance and troubleshooting problems. Database administration topics and rules related to how AR System interacts with specific databases; includes an overview of the data dictionary tables. Server administration and procedures for implementing a distributed AR System server environment with the BMC Remedy Distributed Server Option (DSO). Flashboards administration and procedures for creating and modifying flashboards and flashboards components to display and monitor AR System information. Information about AR System data structures, C API function calls, and OLE support. Administrators Administrators /Developers Administrators Administrators Administrators Administrators /Programmers Administrators /Programmers CAPI Quick Reference Quick reference to C API function calls. Administrators /Programmers Java API * Administering BMC Remedy Engine Error Messages Information about Java classes, methods, and variables that integrate with AR System. Procedures for installing, configuring, and using the BMC Remedy Engine. List and expanded descriptions of AR System error messages. Administrators /Programmers Administrators Administrators /Programmers Master Index Combined index of all books. Everyone Release Notes Information about new features list, compatibility lists, Everyone international issues, and open and fixed issues. BMC Remedy User Help Procedures for using BMC Remedy User. Everyone BMC Remedy Import Help Procedures for using BMC Remedy Import. Administrators AR System documents 13

14 BMC Remedy Action Request System 7.0 Title Description Audience BMC Remedy Administrator Help Procedures for creating and modifying an AR System application for tracking data and processes. Administrators BMC Remedy Alert Help Procedures for using BMC Remedy Alert. Everyone BMC Remedy Mid Tier Procedures for configuring the BMC Remedy Mid Tier. Administrators Configuration Tool Help *. A JAR file containing the Java API documentation is installed with the AR System server. Typically, it is stored in C:\Program Files\AR System\Arserver\Api\doc\ardoc70.jar on Windows and /usr/ar/<server_name>/api/doc/ardoc70.jar on UNIX. 14 Preface

15 Learn about the AR System Developer Community Configuring If you are interested in learning more about AR System, looking for an opportunity to collaborate with fellow AR System developers, and searching for additional resources that can benefit your AR System solution, then this online global community sponsored by BMC Remedy is for you. In the Developer Community, you will find collaboration tools, product information, resource links, user group information, and be able to provide BMC Remedy with feedback. The Developer Community offers the following tools and information: Community message board Community Downloads AR System Tips & Tricks Community recommended resources Product information User Experience Design tips Why should you participate in the Developer Community? You can benefit from participating in the Developer Community for the following reasons: The community is a direct result of AR System developer feedback. BMC Remedy provides unsupported applications and utilities by way of Community Downloads, an AR System application. BMC Remedy posts the latest AR System product information in the Developer Community to keep you up to date. It is an opportunity to directly impact product direction through online and surveys. It s free! How do you access the Developer Community? Go to supportweb.remedy.com, and click the Developer Community link. Learn about the AR System Developer Community 15

16 BMC Remedy Action Request System Preface

17 Chapter 1 BMC Remedy Action Request System 7.0 architecture This section discusses the overall architecture of AR System 7.0 and provides a conceptual overview of the components of the AR System. The following topics are provided: AR System architecture overview (page 18) AR System and web services (page 25) Scalability (page 26) Working with a portmapper service in AR System (page 35) BMC Remedy Action Request System 7.0 architecture 17

18 BMC Remedy Action Request System 7.0 AR System architecture overview AR System is based on a client/server architecture and includes three functional environments: Presentation The presentation piece of AR System is responsible for presenting services and displaying data to clients through various interfaces. These interfaces include: browsers cell phones PCs Personal Data Assistants (PDAs) BMC Remedy User BMC Remedy Administrator API programs All these interfaces enable you to access AR System. Clients can be thought of as consumers of services that the AR System server provides. Business processing This portion of the architecture includes: The mid tier The AR System server Servers such as the Distributed Server Option (DSO), and Approval Server The Enterprise Integration Engine (EIE) Web services The business processing piece of AR System is responsible for providing services to clients and processing the data entered through clients. Applications that reside within the business processing environment act as liaisons for the clients and the database, enforcing the rules of your business processes. 18 Chapter 1 BMC Remedy Action Request System 7.0 architecture

19 Configuring Data storage The data storage element contains the actual data for the system. AR System supports DB2, Informix, Oracle, Sybase, and Microsoft SQL databases. For each of the relational databases, tables owned by other systems can also be referenced as if they were owned by AR System. Also, ARDBC plug-ins can be created and configured to allow access to data stored outside the database as if it were located within tables that are owned by AR System. Figure 1-1 depicts the relationship among the components that reside within each of the functional environments of the AR System architecture. Notice that no definitive starting and ending point separates the three environments, because their functions sometimes overlap. Figure 1-1: AR System architecture Browser Clients Wireless Clients Windows Clients Palm OS Client Presentation Internet Services 1. Reporting 2. Flashboards Mid-Tier Sync Support Programs Business Processing Services 1. Approval 2. DSO 3. Application Servers AR System Server AR System Database Non-AR System Database ARDBC Plug-in Other Non-Database Data Sources Data Storage AR System architecture overview 19

20 BMC Remedy Action Request System 7.0 BMC Remedy mid tier Within these three functional environments, several system components work together to provide power, flexibility, and scalability. The rest of this section focuses on two of those components, the mid tier and the AR System server, and the interaction between them. For more information about the AR System architecture, see the Concepts guide. The mid tier serves as a client of the AR System server and as a server to the browser. The mid tier enables you to view AR System applications on the web and access the AR System server from a web server. It also provides instructions to the browser in the form of document markup and downloadable scripts. These instructions describe how to present application data and how to interact with the user. The mid tier leverages a Java servlet engine and includes a collection of servlets that are plugged in to the web server to serve forms, images, and other resources. The servlet engine facilitates communication between the browser and the web server. It provides components and add-in services that run on the web server. The web server manages the transfer of all HTML content to the browser. Infrastructure components, such as servlets and other services (special Java classes), translate client requests and interpret responses from the AR System server. Unlike BMC Remedy User, a browser is a generic client that has no inherent knowledge of any application that might run within it. By acting as an interpreter, the mid tier allows a browser to become a fully functional AR System client. The main components of the mid tier infrastructure are: Web server A server that receives requests for a web page and maps the uniform resource locator (URL) to a local file or servlet on the host server. The server then loads the content and serves it across the network to the user s browser. JSP engine An engine that handles the.jsp files and the basic request and response interface in the browser environment. JSP servlets A small piece of Java code, often translated from a.jsp file, that runs on a web server. 20 Chapter 1 BMC Remedy Action Request System 7.0 architecture

21 Configuring AR System server JAVA API An API that is used to communicate with the AR System server. The object model provides a set of classes representing the data structures and functions of the API. The Server Proxy class encapsulates all communication with AR System servers and provides connection pooling for performance and scalability. BMC Remedy Mid Tier Configuration Tool A tool that enables you to set properties for the mid tier. It is accessible through a.jsp file in a browser using a separate login. The properties submitted from the Mid Tier Configuration Tool are stored in memory for quick retrieval and are written to a file called config.properties for persistence between web server restarts. Properties that can be set using the Mid Tier Configuration Tool include the list of AR System servers to access, the session time-out interval, directory locations, Reporting Tool options, logging, Flashboards, log setting, Home Page server settings, and user authentication for web services. For more information about mid tier settings, see the Installing and Administering BMC Remedy Mid Tier guide. The AR System server processes all the data entered by a client. As the workflow engine between the client and the database server, the AR System server writes data into the database when an AR System request is created, and retrieves that data when a client requests it. The server verifies that a user has permission to perform each transaction that is requested, thereby enforcing any access control that you have defined as part of an application. The server also evaluates the data in the database with each transaction to determine whether workflow is triggered. The AR System server has no direct user interface. Clients, such as the mid tier, BMC Remedy User, and other applications, communicate with AR System by means of a well-defined application program interface (API). Both a C interface and a Java interface are available. The API uses remote procedure calls (RPCs) to communicate with the server. When a client submits a request to the server, the request enters through the API, goes through access control and data validation, filter processing, and then transactions are committed to the data repository as appropriate. AR System architecture overview 21

22 BMC Remedy Action Request System 7.0 The main components of the AR System server architecture are: Application program interface (API) A set of functions and data structures that provide application programmers with access to the full functionality of a product. Developers can create clients written in C or Java. The AR System API is documented in the C APIReferenceguide and the Action Request System Java API HTML pages. Access control and data validation A security feature in which AR System administrators limit the access users have to forms, to specific fields within a form, to specific functions within the system, and to data stored within the system. Alerts A client program that functions as a desktop pager. This component within the AR System server supports desktop pages such as flashing icons, audible beeps, sound files, and message windows. For example, it can display a message alerting help desk personnel that a new problem has been assigned to them. For more information about alerts, see Chapter 6, Working with the alert system, and BMC Remedy Alert help. Filters Actions performed on the AR System server, which is the portion of the software that controls the flow of requests to an underlying database. As a request is processed by the server, the filter actions take place. Filters allow you to implement constraints, make decisions, and take action when operations are performed on data stored in AR System. Escalations Actions performed on the server at specified times or time intervals. They are automated, time-based processes that search for requests that match certain criteria and take action based on the results of the search. AR System Filter (ARF) Plug-In API A filter that offers a programming interface that is directly invoked by filter workflow. This provides a flexible and efficient mechanism for communicating with various applications or web services. Use of plug-ins reduces system overhead. ARF plug-ins also apply to escalations. For more information about plug-ins, see the CAPIReferenceguide. 22 Chapter 1 BMC Remedy Action Request System 7.0 architecture

23 Configuring AR System External Authentication (AREA) A process that accesses network directory services and other authentication services to verify user login name and password information. When you use the AREA plug-in, you do not need to maintain duplicate user authentication data in the AR System directories because the AR System server can access user identification information and user passwords at many locations. For more information about plug-ins, see the Integrating with Plug-ins and Third-Party Products guide and the CAPIReferenceguide. View form A form that allows AR System to point to and access data in an existing database table created outside AR System. The table can be located in the same database or in any other database accessible from the current AR System database. For information about creating and using view forms, see the Form and Application Objects guide. Vendor form A form that allows AR System to access arbitrary external data sources through the use of an ARDBC (AR System Database Connectivity) plug-in. This type of form provides for easy integration with external data without replicating the data. For information about creating and using external forms, see the Form and Application Objects guide. Database servers The AR System uses standard relational databases for storing and retrieving data. Architecturally, the database server is a set of processes that are completely separate from the AR System server processes. Physically, the database server processes can be running on the same computer as the AR System server or on a different computer. The database server can be run on any platform that the particular database supports. Figure 1-2 depicts the infrastructure of the AR System server. AR System architecture overview 23

24 BMC Remedy Action Request System 7.0 Figure 1-2: AR System server infrastructure User API External Processes AREA Access Control and Data Validation Alerts Plug-In Escalations External Processes Web Services Filter API Plug-In Filters Sybase MSSQL Oracle Informix DB2 View Vendor Plug-In 24 Chapter 1 BMC Remedy Action Request System 7.0 architecture

25 Configuring AR System and web services Web services allow AR System functionality to be available over the web (publishing), and enable AR System applications to access third-party applications. For both publishing and consuming web services, you establish a base form to which the information is set, or through which the information is pushed to other forms or applications. You must map the AR System fields on a base form to input or output parameters of a web services operation. A field can participate as either an input parameter, an output parameter, or both. You can map AR System fields to a simple flat document or to a complex hierarchical document involving parent and child relationships. Creating and publishing a web service A web service is created and modified in BMC Remedy Administrator using the web services graphical user interface. Publishing web services makes AR System operations available over the Internet or an intranet. Web services that are published in AR System can be simple, such as creating a record in the AR System database, or more complex, such as processing a purchase order that spans across multiple AR System forms. Each web service consists of the following resources: A base form on which it operates. You specify this form when you create the web service. For web services that span across multiple AR System forms, the base form is the master form. A list of Create, Get, or Set operations. When you create a web service, by default, it has four named operations: OpCreate, OpGet, OpList, and OpSet. You can have more than one operation of the same type, or you can have no operations of a particular type. A mapping that specifies how individual elements of incoming and outgoing XML documents are mapped to fields and forms of the AR System. These are essentially the input and output parameters of the web service. An association with XML Schema (.xsd file). Global elements and complex types referred to in the schema can be used in mappings associated with operations. AR System and web services 25

26 BMC Remedy Action Request System 7.0 Consuming a web service Scalability Mid tier scalability You can use an external web service by creating a Web Service Set Fields filter action to enter data from the web service into a base form. You can then view the form in an AR System client. For more information about creating and publishing web services, see the Integrating with Plug-ins and Third-Party Products guide. Scalability is a feature in both the mid tier and the AR System server. The strategy for processing and serving browser-client requests is based on several components. These components work together to take input from the client and compute a response that the user sees in the browser as Dynamic HTML (DHTML). These mid tier components do not run in a separate proprietary process, but in the JSP engine using standard web protocols. The use of JSP servlets makes the mid tier scalable in the following ways: Multiple threads connecting to a servlet can handle many concurrent users. Common web-server mechanisms and practices can be used for scaling and load balancing. The JSP engine, which is a plug-in of the web server, runs in the same process as the web server, so network calls are not needed for the two to communicate. Use of mid tier and user caches of AR System definitions require fewer trips to the AR System server to retrieve them. In addition, use of browser caching has led to data size reductions, which in turn reduces bandwidth requirements. Additionally, the architecture supports server clusters, or web farms that are hardware setups in which several physical web servers share the load directed to one logical server (one IP address). In a web farm, a load balancer receives requests and sends them to whichever physical server has the most resources available to handle them. 26 Chapter 1 BMC Remedy Action Request System 7.0 architecture

27 Configuring AR System server scalability The AR System multithreaded server is scalable from a single thread performing all server functions to multiple threads, each performing specific functions. The threads adapt to the configuration parameters defined, and they distribute the load. You determine what amount of operating system resources to dedicate to AR System. The multithreaded architecture uses two concepts queues and threads as shown in Figure 1-3. The following sections describe how these queues and threads function in the AR System server. Scalability 27

28 BMC Remedy Action Request System 7.0 Figure 1-3: Multithreaded server architecture Browser Client AR System Administrator Client AR System API Programmer Client Mid-Tier Dispatcher Escalation Queue Flashboards Queue Admin Queue Fast Queue List Queue Private Queues Alert Queue Worker Thread Worker Threads Worker Thread Worker Threads Worker Threads Worker Threads Worker Threads Note: The number of worker threads for fast, list, and private queues can be increased to the maximum number of connections your database and hardware can support. Database 28 Chapter 1 BMC Remedy Action Request System 7.0 architecture

29 Queues Configuring A queue is a meeting point where remote procedure calls (RPCs) wait to be handled by the worker threads that process the RPCs. When a queue is created, it automatically starts the minimum number of threads specified for its thread type. The default for this setting is 1. For more information, see Threads on page 32. There are seven types of AR System queues. Each queue has an RPC program number associated with it, as outlined in the following table. Queue type RPC program number Admin Alert Escalation Flashboards Fast List Private , , Note: Administration, alert, escalation, Flashboards, fast, and list queues use a fixed RPC program number. Private queues, however, can be configured to use any RPC program number within the ranges of RPC program numbers reserved for private queues. The following sections describe the different types of queues. References to the configuration file apply to the configuration file specific to your system. The configuration file for Windows is ar.cfg. For UNIX, this file is ar.conf. Administration queue The administration (admin) queue is the only AR System queue that can perform every operation within the system. It performs all administrative restructuring operations, guaranteeing the serialization and integrity of all restructuring operations. This queue can have only one thread. Scalability 29

30 BMC Remedy Action Request System 7.0 All servers include an admin queue, which is the default server setting. Because an admin queue has a single thread available to handle requests, a server that has only an admin queue (and no fast or list queues) functions as a single-threaded server. While the admin queue handles all administrative functions, it can also perform the functions of all other queues if no other queues are configured. If no other queues are configured, all requests are placed in the admin queue. Alert queue The alert queue handles all alerts that are sent to registered clients. The alert queue handles only internal requests, not requests from outside the AR System server. The threads in this queue do not open database connections, so they do not use many resources. The minimum thread count for the alert queue is 1. If the server is supporting Remedy Notifier 4.x clients, set a maximum of 5 alert threads because those client versions cannot handle more than 5 simultaneous connection requests. If the server is supporting Remedy Notifier 3.x or earlier clients, set a maximum of 1 alert thread because those client versions do not correctly handle simultaneous connection requests. To configure an alert queue, see Defining queues and configuring threads on page 153. Escalation queue All servers automatically create an escalation queue unless Disable Escalations is configured. (For more information, see Configuring multiple servers to access the same database on page 181.) The escalation queue handles only internal requests, not requests from outside the AR System server. It handles escalations specified by the administrator and performs all escalation processing. Like the admin queue, the escalation queue has only one thread. Flashboards queue The Flashboards queue is a private queue that is automatically created if your system has a Flashboards license. The queue supports all functionality of the Flashboards product to make sure that there is dedicated access without overwhelming the other queues in your system. 30 Chapter 1 BMC Remedy Action Request System 7.0 architecture

31 Fast queue Configuring The fast queue handles the operations that generally run to completion quickly without blocking access to the database. The fast queue handles all server operations, except for: Administrative operations that restructure the database. These operations use the administration queue. The ARExport, ARGetListEntry, ARGetListEntryWithFields, and ARGetEntryStatistics, and other API calls (which use the list queue). See the CAPIReferenceguide for more information about API calls. One or more threads can serve the fast queue if a fast queue is configured. To configure a fast queue, see Defining queues and configuring threads on page 153. List queue The list queue handles AR System operations that might require significant time, block access to the database, or both. Examples of these operations include ARExport, ARGetListEntry, ARGetListEntryWithFields, and ARGetEntryStatistics. One or more threads can serve the list queue if a list queue is configured. To configure a list queue, see Defining queues and configuring threads on page 153. Private queues Administrators can also create private queues for specific users who need dedicated access. For example, you might create a private queue for a user who is performing critical operations that you do not want blocked by other users. Private queues guarantee a certain bandwidth dedicated to clients using these queues. Private queues support all operations except restructuring operations. Restructuring operations are supported only by the administration queue (see Administration queue on page 29). To configure a private queue, see Defining queues and configuring threads on page 153. Each private queue can be supported by one or more threads. To connect a user to a private queue, see Configuring clients for AR System servers on page 196. Scalability 31

32 BMC Remedy Action Request System 7.0 Threads The term thread is short for thread of execution. Threads allow the server to process concurrent client requests. Each thread within the multithreaded server can carry out a client request before returning to the queue to process the next one. Start only as many threads as your database and system resources can reasonably support. The total number of threads cannot exceed the number of database connections that are available to the AR System server. All threads within a process share network and system resources; therefore, consider carefully the available resources of your network when establishing the minimum and maximum thread settings for your server queues. There are three types of AR System threads: Dispatcher Worker Thread manager The following sections describe the different types of threads. Dispatcher thread The dispatcher thread routes requests to the appropriate queues. This thread receives connection requests from clients. The dispatcher thread then places the requests into the appropriate queue where each request can be handled by one of multiple worker threads. Every call that the dispatcher thread receives is assigned an RPC ID that can be used to identify the call from the time the call is placed into a queue until a response is sent to the client. In general, the dispatcher thread uses the following logic to dispatch calls: If no other queues are defined, the dispatcher thread routes all requests to the admin queue. If, however, fast and list queues are created in addition to the admin queue, the dispatcher routes client requests according to the type of operation being performed. If private queues are created, the dispatcher directs the call to the appropriate private queue based on the RPC program number of the request. A request is routed to the appropriate queue based on its RPC program number. For example, a call that has RPC program number is routed to the admin queue. 32 Chapter 1 BMC Remedy Action Request System 7.0 architecture

33 Configuring If a call with RPC program number (fast) or (list) is received and there is no fast or list queue, the dispatcher thread routes the call to the admin queue. If there is only a list queue, the dispatcher thread places the call in that queue. If there is only a fast queue, the dispatcher thread directs the call to that queue. If there are both fast and list queues, the dispatcher routes the call to the appropriate queue based on the call number. If a call is received with RPC program number (previously supported by the Notification server, which has now been merged with the AR System server), the dispatcher routes the call to the fast queue. If a call is received with an RPC program number other than those specified for admin, fast, list, and Flashboards queues, the dispatcher identifies the call as destined for a private queue. If a private queue supporting the RPC program number exists, the dispatcher thread routes the call to that queue. If no private queue exists but there is a fast or list queue, the call is routed to the appropriate queue based on its RPC program number. If there is no fast or list queue, the call is routed to the admin queue. The escalation and alert queues do not receive calls from the dispatcher. Worker threads Worker threads respond to the RPCs that have been dispatched to individual queues. Each queue creates one or more worker threads. The worker threads within a queue are identical and can handle any request. Only the worker thread started by the admin queue, however, can handle calls that modify definitions or server configuration settings. Upon startup, each thread creates a connection to the database that it uses throughout its existence. If the thread is unable to establish a connection, it terminates itself, notifying the queue that no more threads are to be started. The database connection is dedicated to the thread, even when that particular thread is not busy. Any available worker thread can remove the request from the queue, read the request, process it, and return results to the client before returning to the queue to respond to another request. When a request is placed in a queue and no existing threads are available to handle it, a new thread is started until the queue reaches the maximum number of threads allowed for its thread type. Scalability 33

34 BMC Remedy Action Request System 7.0 Thread manager The thread manager is responsible for ensuring that a thread is restarted if it dies. Determining how many threads you need A major benefit of a multithreaded server is not having fast operations held up behind a slow list operation. Deciding how many fast and list threads you need depends on your particular setup and situation. For example, not specifying enough list threads might mean you have idle fast threads but an overloaded list queue. Another consideration is that list threads require more memory than fast threads. For example, a complicated query might require a great deal of memory at a given moment. A few of these large queries can temporarily exhaust your system resources. To determine how many threads of each type you need, start by examining the types of API calls in your API log file. If your system processes many fast operations, you might decide to increase the number of fast threads. A different rule of thumb is to specify a larger maximum of list threads than fast threads, simply because fast operations are generally performed more quickly than list operations. Do not specify an artificially high number of maximum threads because the threads would essentially get in one another s way by consuming resources that other threads need. To set the number of minimum and maximum threads, see Server information Server Ports and Queues tab on page Chapter 1 BMC Remedy Action Request System 7.0 architecture

35 Configuring Working with a portmapper service in AR System A portmapper functions as a directory of services and the ports on which those services are running. Processes can opt to register or not register their location with a portmapper. A common reason for not registering with a portmapper is security. If an AR System server is registered with a portmapper, your clients do not need to know what port the server is listening on because the clients can identify the port using the portmapper and direct API calls to the appropriate TCP port. If a server is not registered with a portmapper, you need to assign a TCP port number to that server. Otherwise, the system must search for an open port to communicate on each time the server is restarted. Your clients will not know where to find your AR System server because the port might be different if the AR System server is restarted. Registering with a portmapper and assigning TCP port numbers are not mutually exclusive options. You can do both. If you specify a particular port for a server and register the server with a portmapper, clients within the firewall do not need to be configured to access the specified port number. If the AR System server is not registered with a portmapper: Client processes must be able to identify the port to communicate on to contact the server. For more information about configuring ports for the client, see To configure Windows clients to avoid using a portmapper on page 196. Macros that a UNIX User tool runs as part of an escalation or filter run process will not be able to find the server. To fix this, register the server with a portmapper. You can also use the runmacro utility, which has a command-line port setting. For more information, see Configuring clients through environmental variables on page 36. The client/server interaction still requires the use of RPC when specific ports are used. Working with a portmapper service in AR System 35

36 BMC Remedy Action Request System 7.0 Windows and portmapper services Because many Windows environments do not have a portmapper service, one is provided with the AR System server. If you already have a portmapper, AR System registers with it if requested. If not, you can specify that the AR System Portmapper service needs to be started and used as the portmapper for the system. There is no AR System Portmapper for UNIX because all UNIX operating systems include a portmapper as a standard feature. Configuring clients through environmental variables When using a client on a UNIX server, you can connect to the AR System or to a private server at a specific TCP port by setting the AR TCP Port variable. The following strategies require that all servers that the client uses are on the same port. For the C shell, use the following commands to set ARTCPPORT: % setenv ARTCPPORT <TCP_Port_Number> % aruser & For the Bourne shell, use the following commands to set ARTCPPORT: % ARTCPPORT=<TCP_Port_Number>; export ARTCPPORT % aruser & For an API program, you can set variables through a shell or from within the program. For more information, see the C APIReferenceguide. 36 Chapter 1 BMC Remedy Action Request System 7.0 architecture

37 Chapter 2 Obtaining and activating licenses This section provides information about licensing. The following topics are provided: Licensing overview (page 38) Licensing a new AR System server (page 40) Manually applying license keys (page 41) Transferring server licenses to other servers (page 42) Exporting licenses (page 43) Importing licenses (page 45) Obtaining and activating licenses 37

38 BMC Remedy Action Request System 7.0 Licensing overview 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. Additional AR System server options, such as the Distributed Server Option (DSO) and Flashboards, require a separate, additional license. In addition to server and server option licenses, AR System has user licenses. The four kinds of user licenses you can use to access the AR System server are: read, restricted read, fixed write, and floating write. The base AR System product, after being licensed with the AR System server license, comes with three Fixed Write licenses, unlimited Read licenses, and unlimited Restricted Read licenses. To purchase additional user Fixed Write licenses and user Floating Write licenses, contact your BMC Remedy Product sales representative or an authorized reseller. You can evaluate the AR System without purchasing or activating any licenses. You are limited, however, to a maximum of 2000 records per form. If you plan to install any AR System application that requires a license key (for example, Flashboards), 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. All licenses now issued are multi server licenses. For information about licensing applications that you create using BMC Remedy products, see the Integrating with Plug-ins and Third-Party Products guide. For information about licensing server groups, see Licensing server groups on page Chapter 2 Obtaining and activating licenses

39 Configuring License keys A license key consists of an encrypted character string to initialize or enable the use of AR System as specified in the license key. This key allows you to enable functionality and allows 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: Site Name A string that is used to link all available licenses together. For this reason, each license on each of your servers must use the same, numeric site name. Host ID A value that ties your license keys to a specific machine. The license key you receive establish 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). The key also establishes the site name and host ID. You then use this key to apply or add the licenses for AR System servers, server options, and users. Note: License key generation includes a high level of security. Do not make changes to the license file. The AR System server manages this file and will make changes to it as needed. Make a backup copy of your license file so that if it becomes corrupted, you can restore your licenses by importing your backup copy using the Add/Remove Licenses window in BMC Remedy Administrator. Otherwise, you must reapply for licenses to BMC Remedy Customer Support. Contacting Customer Support Use one of the following methods to contact Customer Support: Access the Customer Support product licensing website Send an to Customer Support at [email protected]. Call Customer Support or your local support center (see the Support website for numbers). Licensing overview 39

40 BMC Remedy Action Request System 7.0 Licensing a new AR System server When you license a new product, you first obtain a license from Customer Support and then apply the license using BMC Remedy Administrator. To obtain a new license 1 Access the Customer Support website at 2 Enter your single sign-on information from your web profile, and select License Request. 3 Choose the appropriate site for requesting a new license. An online form is displayed. 4 Supply the following information: Support Contract ID The identifier for your site. Purchase Order number The P.O. provides information about your product features. address The address to which you want the licenses sent. Host ID The unique identifier for your AR System server. 5 Click Submit. After you submit your information, Customer Support will send you an with the new license key or an requesting additional required information. If you do not receive the within one working day, contact Customer Support. 6 Save the license file. To apply a new license 1 Log in to BMC Remedy Administrator. 2 In the Server window, select the server to license. 3 Choose File > Licenses > Add/Remove Licenses. The Add/Remove Licenses window opens. 4 Import your new license file that you received from Customer Support; see Importing licenses on page 45. The system automatically loads your new licenses. 40 Chapter 2 Obtaining and activating licenses

41 Configuring Contact Customer Support if you cannot add the license file with BMC Remedy Administrator or if you see the following error message: Invalid AR Server license file. (ARERR 466) Manually applying license keys You can enter license keys manually for AR System 7.0 using the Add/ Remove Licenses dialog box. You cannot, however, apply AR System 6.0 and later license keys to AR System 5.x servers or conversely, apply AR System 5.x license keys to AR System 6.0 and later servers. To apply license keys manually 1 Log in to BMC Remedy Administrator. 2 In the Server window, select the server to license. 3 Choose File > Licenses > Add/Remove Licenses. The Add/Remove Licenses window opens. Figure 2-1: The Add/Remove Licenses window Manually applying license keys 41

42 BMC Remedy Action Request System Enter the license key information for the first license into the fields. Copy the license information precisely. 5 Click Add License. A dialog box is displayed confirming your license has been granted. 6 Click OK. The license information is listed in the Add/Remove Licenses window. 7 Repeat steps 4 and 5 for each license key. 8 Close the Add/Remove Licenses window. The server creates the new license file for you. Transferring server licenses to other servers When you transfer an AR System server license from one server to another, you need to obtain a new license file from Customer Support, apply it to the new server, and then delete the licenses from your old server. With the new license file, the old and new servers can run in parallel for 60 days before the licenses from your old server expire. To obtain and apply the new license 1 Install AR System on the new server. 2 Log in to BMC Remedy Administrator. 3 In the Server window, select the new server to which you want to transfer the license. 4 Export your licenses. See Exporting licenses on page Obtain a new license file. When you receive your new license file from Customer Support, proceed with the following steps. 6 Log in to BMC Remedy Administrator. 7 In the Server window, select the new server. 8 Choose File > Licenses > Add/Remove Licenses. The Add/Remove Licenses window opens. 42 Chapter 2 Obtaining and activating licenses

43 Configuring 9 Import your new license file, make sure the Overwrite License check box is cleared. See Importing licenses on page 45. The system automatically loads your new licenses. Contact Customer Support if you cannot import the license file or if you see the following error message: Invalid AR Server license file. (ARERR 466) To delete the old license Exporting licenses 1 Log in to BMC Remedy Administrator. 2 In the Server window, select the new server. 3 Choose File > Licenses > Add/Remove Licenses. The Add/Remove Licenses window opens. 4 Select the server license that was transferred to the new server. 5 Click Delete License to remove the server license. You can export your licenses to a directory to provide a backup copy, or to provide a repository when sending a copy of your licenses to BMC Remedy Customer Support for an upgrade or overwrite. You have to export all the licenses; you cannot select specific licenses to export. To export AR System licenses 1 Log in to BMC Remedy Administrator. 2 In the Server window, select the server to license. 3 Choose File > Licenses > Add/Remove Licenses. The Add/Remove Licenses window opens. Exporting licenses 43

44 BMC Remedy Action Request System 7.0 Figure 2-2: The Add/Remove Licenses window 4 Click Export Licenses. The Save As dialog box opens. 5 Navigate to the directory where you want to save the license. 6 Enter a file name in the File name field. 7 Click Save. The licenses are saved in a.lic file. 44 Chapter 2 Obtaining and activating licenses

45 Configuring Importing licenses You can use the following procedure to import an AR System license file that you receive from Customer Support. To import AR System licenses 1 Log in to BMC Remedy Administrator. 2 In the Server window, select the server to license. 3 Click Import Licenses. The Import License window opens. Figure 2-3: Import License window 4 Navigate to the location of the license file that you want to import. 5 Check the Overwrite licenses box if you are overwriting all your licenses. WARNING: Select this check box only if you are renewing all your licenses. This option deletes all existing licenses and adds only new ones. If you delete your existing licenses accidentally, you must reapply to BMC Remedy Support for new licenses. 6 Click the file name to add it to the File Name field. Importing licenses 45

46 BMC Remedy Action Request System Click Open. Your license file is imported to the default license directory. License information is automatically added to the Add/Remove Licenses window and any duplicate or incorrect licenses are removed. 46 Chapter 2 Obtaining and activating licenses

47 Chapter 3 Setting user preferences This section discusses options for setting user and administrator preferences locally and on the server (centralized). The following topics are provided: User preferences and customizations (page 48) Local preferences (page 49) Centralized preferences (page 49) AR System User Preference form fields (page 55) Setting centralized preferences on web clients (page 102) Setting user preferences 47

48 BMC Remedy Action Request System 7.0 User preferences and customizations Users can set individual preferences for the behavior and display characteristics of each client. These preferences can be stored locally (on the client machine) or centrally (on a designated preference server). Users who log in to BMC Remedy User can choose to use local or centralized preferences. Centralized preferences help users who want to have the same settings and customizations available when they use multiple machines. Local preferences are used when no preference server is designated or available. Regardless of whether centralized or local preferences are used, multiple users can use the same client machine with individual preferences and customizations. For more information, see Setting centralized preferences on Windows clients on page 55. For multiple users on a single machine, you need to set up separate user accounts by creating individual Home directories. For more information about the content and format of files in the Home directory, see BMC Remedy User help. For information about setting up user accounts, see the client installation section in the Installing guide. Users logging in to web clients must use centralized preferences to store preferences. See Setting centralized preferences on web clients on page 102 for more information. 48 Chapter 3 Setting user preferences

49 Configuring Local preferences Local preferences are saved on the user s computer in the local ar.ini file. To use localized preferences 1 Open BMC Remedy User. 2 Enter your login information and specify (none) in the Preference Server field on the Login window. Your preferences are saved to your local ar.ini file. Note: There is no synchronization between local and centralized preferences; local preferences are not stored on your preference server. Similarly, the system does not update your ar.ini file when you set your centralized preferences. Centralized preferences To use centralized preferences, create at least one preference server during the login procedure, configure clients to log in to the preference server, and install the preference forms during server installation. Web clients can also access the web view of the AR System User Preference form. If you did not install preference forms during installation, after you log in, your local ar.ini file is used to determine your preferences. If you have not installed the preference forms, and subsequently want to use centralized preferences, you can import the definition files. There are three preference forms, and all three must be loaded on the preference server for centralized user preferences to function properly. For more information about these forms, see Creating a preference server on page 50. Local preferences 49

50 BMC Remedy Action Request System 7.0 Creating a preference server To create a preference server, install or import the following forms and associated objects: Form User Preference form User Central File form Administrator Preference form Purpose and Content Stores preferences for BMC Remedy User, BMC Remedy Alert (if installed), and web clients. This form has two views: Standard view Displays every field on the form, and has all the preferences that you can set for the web and BMC Remedy User, including the Request ID, Modified Date, and Last Modified By fields. Administrators have access to every user entry for this form. Web view Displays web preference fields (that is the preferences used by the web). For BMC Remedy User only, stores copies of locally stored customized files such as saved searches, favorite forms, macros, reports, customized field defaults, and user data files. Note that recently used forms, guides, applications, and requests are stored in the AR System User Preference form. Stores preferences for BMC Remedy Administrator and BMC Remedy Import. By default, this form has administrator permissions only. You might want to set subadministrator permissions by following the procedures in the Form and Application Objects guide. Display preferences and the list of login servers are shared with BMC Remedy User and are stored in the AR System User Preference form. For information about installing centralized preference forms, see the Installing guide. For information about importing forms and other server objects, see the Form and Application Objects guide. 50 Chapter 3 Setting user preferences

51 Configuring Configuring clients to use a preference server To use centralized preferences in BMC Remedy User, users must specify a preference server during login by selecting the server from the list in the Preference Server field of the Login dialog box. For web clients, the administrator specifies preference servers. Administrators can specify the names of preference servers during the mid tier installation, or they can specify these servers later by using BMC Remedy Mid Tier Configuration Tool. For more information, see the Installing and Administering BMC Remedy Mid Tier guide. Also, see the online help for BMC Remedy User, BMC Remedy Administrator, BMC Remedy Alert, and BMC Remedy Mid Tier Configuration Tool. Make sure that users can modify their entries on the preference forms. To do this, assign a write license to every centralized preference user, or set the Submitter Mode on the server to Locked, which allows users to modify requests without a write license. For more information, see Adding and modifying user information on page 108 and Special submitter mode on page 115. Establishing a mandatory preference server As an AR System administrator, you can designate a mandatory preference server that stores the system preference information. This configurable server setting provides a mechanism to enforce the use of centralized preferences across an organization. To enable a mandatory preference server 1 Log in to BMC Remedy Administrator. 2 Select the server that will be used to store preferences. 3 Choose File > Server Information. 4 Click the Advanced tab. Centralized preferences 51

52 BMC Remedy Action Request System 7.0 Figure 3-1: Server Information window Advanced tab 5 Select the appropriate Preference Server Option: User Defined This option allows the user to determine whether or not to use a preference server. Use This Server This option designates the current server as the preference server. (The preference forms must be available) Use Other Server This option designates the current server as a nonpreference server and indicates that there is another server on the system that is set with Use This Server. Important: If Use This Server or Use Other Server is selected, the local preferences are disabled. The system will attempt to connect to the designated preference server. If no preference server is found, the default preference values are used instead of the local ar.ini file. 52 Chapter 3 Setting user preferences

53 Configuring For more information about the effects of these choices, see Behaviors associated with preference server configuration on page Click OK. Behaviors associated with preference server configuration To use centralized preferences in BMC Remedy User, users must specify a preference server during login by selecting the server from the list in the Preference Server field of the Login dialog box. Different behaviors will occur depending on the server settings you configure. If you choose User Defined as the Preference Server Option on the Advanced tab of the Server Information window, the following behaviors can occur: User action The user leaves the Preference Server field blank The user specifies a valid preference server The user specifies an invalid preference server Behavior The local preferences are used (ar.ini file). The system connects to the preference server, and the Accounts list is updated to reflect the list of servers that are specified on the Server List setting. The local preferences are used (ar.ini file). Centralized preferences 53

54 BMC Remedy Action Request System 7.0 If you choose Use This Server or Use Other Server as the Preference Server, the following behaviors can occur: User action The user leaves the Preference Server field blank Behavior The system searches the Accounts list for a server that is designated as a preference server. If one is found, the server name is written to the Preference Server field of the Login dialog box. In addition, the accounts list is updated to reflect the list of servers that are specified on the Server List setting for that preference server. Note: The user will receive this warning: A preference server has been selected based on the Administrator settings. The user specifies a valid preference server The user specifies an invalid preference server If no preference server is available, the default preference values are used and no session specific changes to the preferences are stored. (Local preferences are disabled) The system connects to the preference server and the Accounts list is updated to reflect the list of servers that are specified on the Server List setting for that preference server. The system searches the accounts list for a server that is designated as a preference server. If one is found the server name is written to the Preference Server field of the Login dialog box. In addition, the accounts list is updated to reflect the list of servers that are specified on the preference server. Note: The user will receive this warning: The preference server specified is invalid. Another preference server has been selected. If no preference server is available, the default preference values are used and no session specific changes to the preferences are stored. (Local preferences are disabled.) The user will receive this warning: The preference server specified is invalid. User preferences will not be used. 54 Chapter 3 Setting user preferences

55 Configuring Setting centralized preferences on Windows clients User and administrator preferences can be set using the following client tools: For BMC Remedy User and BMC Remedy Alert, preference settings are accessed through the Tools > Options menu, and are stored in the AR System User Preference form. For BMC Remedy Administrator and BMC Remedy Import, preference settings are accessed through the File > Preferences menu, and are stored in the BMC Remedy Administrator Preference form. In BMC Remedy User, users can also create and save customizations such as reports, macros, favorite forms, user data, custom field defaults, and saved searches. All these customizations are stored locally on the client, but they can be uploaded to and downloaded from the AR System Central File form for centralized access. Preferences can be set in BMC Remedy User to synchronize local and central copies by uploading or downloading files manually or automatically, such as when the user logs in. Before selecting a synchronization method, users need to consider the number of customizations, the frequency of changes, and whether central or local copies of files are likely to be the most current. For more information about creating customizations, and downloading and uploading custom files, see BMC Remedy User help. You can also set the value of the fields in the User Preferences form using the PERFORM-ACTION-SET-PREFERENCE run process command. See Workflow Objects guide for more details. AR System User Preference form fields Common fields The following tables list the fields in the AR System User Preference form. These fields reside in the non-page field portion of the AR System User Preference form. These fields affect both BMC Remedy User and the mid tier. AR System User Preference form fields 55

56 BMC Remedy Action Request System 7.0 Figure 3-2: AR System User Preferences form common fields Field Name Login Name Short Description Create Date Modified Date Last Modified By Request ID Assigned To Status Description The user s login name. Lets the administrator create, search for, and modify preferences for a specific user by entering that user s login name in this field. Users can search for and modify their own preference records. The default setting is $USER$. Lets the administrator create, search for, and modify preferences based on a value in this field. The default setting is Preference entry for $USER$. The date the record was created. This field is display-only. The date the record was last modified. This field is displayonly. The login name of the user who last modified the record. This field is display-only. The request ID of the record. This field is display-only. Not used. Not used. 56 Chapter 3 Setting user preferences

57 Configuring General tab Figure 3-3: AR System User Preferences form General tab AR System User Preference form fields 57

58 BMC Remedy Action Request System 7.0 General tab Application area Group Name Field Name Description BMC Remedy User Web client On Startup On Exit Maximize AR System User Prompt For Login Save Window Workspace Defines whether the BMC Remedy User main window fills the entire screen when it is opened. Defines whether you are prompted for a user name and password each time you log in. If you select No, the user name and password you enter are saved and used to log in automatically the next time BMC Remedy User is started. You are still prompted for a login regardless of this setting if any of these conditions exists: The administrator has enforced required login. You are using BMC Remedy User on a computer other than his or her own. A user account with a directory path for your Home folder on you local machine has not been specified in the Users dialog box. Note: If you select No as the Prompt for Login option and you were the last user to log in, other users accessing BMC Remedy User from that machine are logged in automatically under your user name. Defines whether, the next time you open BMC Remedy User, the workspace appears as it was when you closed it, including the windows that were open, their size and position. Note: If you have a window workspace saved, BMC Remedy User will load that workspace when you open BMC Remedy User regardless of how you have this preference set. If you do not want a workspace loaded, you must select Yes to save the workspace, close all forms, and exit BMC Remedy User. Then, open BMC Remedy User and check No for Save Window Workspace. X X X 58 Chapter 3 Setting user preferences

59 Configuring Group Name Field Name Description BMC Remedy User Web client Server Server Login List Defines which servers BMC Remedy User connects to. To change this list, open BMC Remedy User and choose Tools > Accounts to display the Account dialog box. X Advanced Server Option Corresponds to the Advanced Server Properties option in the Account dialog box. To see the Account dialog box, open BMC Remedy User and choose Tools > Accounts. The options are: No Clears the Advanced Server Properties check box in the Account dialog box. Yes Selects the Advanced Server Properties check box in the Account dialog box. If you select Yes, the TCP and RPC columns will be displayed in the Account dialog box. These are used for setting the TCP port number or private server number for a specific server. X AR System User Preference form fields 59

60 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User Web client Search Path Num Items in Recently Used List Designates the directories where you can access custom reports and macros. The path is typically the <user's_home_directory>/arhome/ arcmds directory. To change the search path, enter the entire directory name for the directory to which you want access. To specify more than one directory, separate each directory name with a semicolon. You can specify any directory to which you have access. Note: If you delete all directories from your search path, you are not able to access any custom reports or macros. By default, the number of recently used items is set to 5. You can specify from 4 to 9 items. This setting applies to these menu lists in BMC Remedy User: File > Recent New Forms Displays a list of the most recently used forms in New mode. File > Recent Search Forms Displays a list of the most recently used forms in Search mode. File > Recent Requests Displays a list of the most recent requests. File > Recent Entry Points Displays a list of the most recent entry points. Actions > Recent Searches Displays a list of the most recently used searches. X X X 60 Chapter 3 Setting user preferences

61 Configuring General tab Form area Group Name Field Name Description BMC Remedy User Web client On New Defines the action a form opened in New mode takes when accessed multiple times. The options are: Set Fields to Default Values (Default) Designates that fields on new forms are filled with default values when a new form is opened or when a form is reset after a request is submitted. Keep Previous Field Values Designates that fields on new forms are filled with the previously used values when that form is reset after a request is submitted. Clear All Fields Designates that all fields on new forms are cleared when a new form is opened or when a form is reset after a request is submitted. Clear Designates that when no option is selected, the default (Set Fields to Default Values) is used. X X AR System User Preference form fields 61

62 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User Web client On Search Defines the action a form opened in Search mode takes when accessed multiple times. The options are: Set Fields to Default Values Designates that fields on search forms are filled with default values after you perform a search, display the records in modify or display mode, and then return to the search form without closing the form. Keep Previous Field Values Designates that fields on search forms are filled with previously used values after you perform a search, display the records in modify or display mode, and then return to the search form without closing the form. Clear All Fields (Default) Designates that all fields on search forms are clear after you perform a search, display the records in modify or display mode, and then return to the search form without closing the form. Clear Designates that when no option is selected, the default (Set Fields to Default Values) is used. X X Show Result List Only Defines whether you view only the results list after every search. If you select No, you will view the results list and a detail pane after every search. X X Limit Number of Items Returned Defines whether the number of search results returned is limited. The options are: No (Default) All results are returned. Yes The number specified on the User Preference form is returned. When you select Yes, you can specify the number of search results returned. (If you choose No, this field is disabled.) The default value is This preference can be overridden by the Max Entries Returned by GetList server setting in the Configuration tab of the Server Information window. AR System will use the lesser of the two values. X X 62 Chapter 3 Setting user preferences

63 Configuring Group Name Field Name Description BMC Remedy User Web client On Open Show Advanced Search Bar Defines whether to show the advanced search bar when a new window is opened. X X Maximize Window Defines whether a form is maximized when it is opened. X If you select No, the form fills only a portion of the BMC Remedy User window. Diary Field Show Most Recent First Defines the order in which entries appear in the diary field of a form. The options are: X X Yes Diary entries are listed in descending order by date, starting with the most recent entry. No (Default) Diary entries are listed in ascending order by date, starting with the earliest entry. Default See No. AR System User Preference form fields 63

64 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User Web client Field Menu Display As Designates how field menus are displayed. The options are: Default See Popup Menus. Popup menus (Default) Display menus in standard popup menus. Hierarchical menus are displayed with arrows indicating that you must move to the right to view lower-level menu selections. Large menus can cause display problems. List boxes Display menus in tree views. Choose this option if you need to display large menus. Smart menus Display menus in standard popup menus except when the menu exceeds four levels or the total number of menu items exceeds 200. In this case, the menu is displayed as a list box. Clear Display menus in standard popup menus. Hierarchical menus are displayed with arrows indicating that you must move to the right to view lower-level menu selections. Large menus can cause display problems. X X Field Menu Expand at Startup Determines whether the field menus are expanded when the menu is opened. The options are: Yes All levels of the menu are displayed when the menu is opened. No Only the first level is displayed when the menu is opened. X 64 Chapter 3 Setting user preferences

65 Configuring Group Name Field Name Description BMC Remedy User Web client Pane Layout For BMC Remedy User only, defines position of the Results List and the Details Pane. The options are: Default See Top. Right Results List on the right; Details Pane on the left. Left Results List on the left; Details Pane on the right. Top (Default) Results List on the top; Details Pane on the bottom. Bottom Results List on the bottom; Details Pane on the top. Clear Results List on the top; Details Pane on the bottom. X Flat Look On Forms Designates whether forms have a flat or 3-D look. The options are: No Use shadows to give the form a 3-D feel. Yes Do not use shadows. This gives the form a flat appearance. X AR System User Preference form fields 65

66 BMC Remedy Action Request System 7.0 Display tab (BMC Remedy User only) The Display tab displays values you specify on the Display tab in the Options dialog box for fonts associated with the following BMC Remedy User field types: Edit Field Push Button Radio Button Option Field Required Field System Field Results Pane Query List Menu List Node Menu List Leaf Header Text (I) Header Text (II) Header Text (III) Note Text Detailed Text Figure 3-4: AR System User Preferences form Display tab 66 Chapter 3 Setting user preferences

67 Configuring Color tab (BMC Remedy User only) The Color tab displays colors associated with the following BMC Remedy User window types: New Search Display Modify Modify All Customize View Customize Field Default Results List Dialog Window Figure 3-5: AR System User Preferences form Color tab In addition, the Use Background Color field designates whether the default colors or the color codes defined on the Tools > Options tab are used to display BMC Remedy User windows. The options are: No Default Color is selected on the Color tab in the Options window in BMC Remedy User. Yes Color codes defined on the Color tab in the Options window in BMC Remedy User are used to display windows. AR System User Preference form fields 67

68 BMC Remedy Action Request System 7.0 Confirmation tab Figure 3-6: AR System User Preferences form Confirmation tab 68 Chapter 3 Setting user preferences

69 Configuring Group Name Field Name Description BMC Remedy User Web client Confirm After Creating a New Request Defines whether there is a confirmation after a new request. The options are: X X No (Default) The entry is submitted without verification. Yes A dialog box appears after the form is submitted to verify the submitted entry and the entry ID. When Deleting a Report Defines whether there is a confirmation when you attempt to delete a report. The options are: X No (Default) The report is deleted without verification. Yes A dialog box appears when you attempt to delete a report. When Deleting a Saved Search Defines whether there is a confirmation when you attempt to delete a saved search. The options are: X No (Default) The saved search is deleted without verification. Yes A dialog box appears when you attempt to delete a saved search. When Deleting a Macro Defines whether there is a confirmation when you attempt to delete a macro. The options are: X No (Default) The macro is deleted without verification. Yes A dialog box appears when you attempt to delete a macro. AR System User Preference form fields 69

70 BMC Remedy Action Request System 7.0 Report tab Figure 3-7: AR System User Preferences form Report tab Group Name Field Name Description BMC Remedy User Default Margins Left Margin Right Margin Top Margin Bottom Margin Defines the number of blank characters from the left or right edge of the page. The default for the left and right margin is 0 characters. Defines the number of blank lines from the top or bottom edge of the page. The default value for the top and bottom margin is 1 line. X Web client * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). X X X 70 Chapter 3 Setting user preferences

71 Configuring Group Name Field Name Description BMC Remedy User Web client Default Separators Column Titles Column Request Defines the default characters to separate column titles, columns, or requests, respectively. By default, column titles are separated by hyphens (-), and columns and requests are separated by a blank space. X X You can use any of these special characters: \b (backspace) \n (return) \t (tab) \\ (backslash) \<nnn> (ASCII character) Note: You cannot use the Tab key to create tabs, but you can use the special tab character to include a tab in the separator. Default Page Size Orientation Defines whether the default page is in Portrait or Landscape mode. X X Use printer default page size Designates whether the default page size should correspond to the default printer page size. X X Lines Per Page Designates how many lines of text are printed on each page. The default value is 66. X X Chars Per Line Designates how many characters are printed on each line. The default value is 80. X X * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). AR System User Preference form fields 71

72 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User Web client Misc Default Column Title Per Designates a default value for how often column titles appear in a report. The options are: 6 Column titles appear for each request in the report. 7 Column titles appear for each page in the report. 8 No default. X X Page Break Per Designates a default value for how often page breaks occur in a report. The options are: X X 6 Page breaks occur after each request in the report. 7 Page breaks occur after each page in the report. 8 No default. ODBCReportDot Indicates whether the ODBC driver should replace the dot in Crystal Report field names. The options are: N/A* N/A* No (Default) Do not replace the dot. Yes Replace the dot. Enable Report to Application Indicates whether the Enable Report to Application check box is selected on the Reports tab in the Options window in BMC Remedy User. * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). X 72 Chapter 3 Setting user preferences

73 Configuring Logging tab Figure 3-8: AR System User Preferences form Logging tab Group Name Field Name Description BMC Remedy User Client Macro Designates whether use of macros on the client is logged. Active Links Designates whether use of active links on the client is logged. Extended Log Obsolete. Server API Designates whether use of APIs on the server is logged. Global Filter Database Global Logging Enabled Designates whether use of filters on the server is logged. Designates whether activity on the database is logged. Designates whether global logging is enabled. Log File Path Defines the path to the log file. X X X X X X X Web client X X X X X AR System User Preference form fields 73

74 BMC Remedy Action Request System 7.0 Locale tab Figure 3-9: AR System User Preferences form Locale tab 74 Chapter 3 Setting user preferences

75 Configuring Group Name Field Name Description BMC Remedy User Web client Locale User Locale Designates the language displayed on the user s system, in the format <language_country>, where language is the language code (such as fr for French or en for English), and Country is the two-letter country code (such as FR for France or US for United States). Some sample entries are: en_us English (United States) fr_be French (Belgium) fr_ca French (Canada) zh_hk Chinese (Hong Kong) zh_cn Simplified Chinese ja_jp Japanese (Japan) This field is clear by default. X X Time Zone Defines the time zone displayed on the user s system. Select a time zone from the menu, for example, Asia/Tokyo, America/New York, or Europe/Paris. X X Any ICU (International Component for Unicode) format is accepted. This field is clear by default. Display Date/ Time Style (BMC Remedy User) Defines the format in which the date and time appear. According to Windows format, the options are: Short Long Custom This setting is platform-independent and will not automatically be the same as preferences set in BMC Remedy User, or as any preferences set in the Windows Control Panel. Use a predefined Windows format. The default is Short. X AR System User Preference form fields 75

76 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User Web client Locale (continued) Custom Date/ Time Format (BMC Remedy User) Defines the custom Date/Time length format. This field is active only when Custom is selected from the Display Date/Time Style menu list. To customize separators and other options, use a predefined Windows format or a customized Windows format. X This field is clear by default. Currency The type of currency to be applied for this locale (for example, USD for United States dollars). X X If currency is specified here, it overrides the administrator-defined Initial Currency Type in the field properties dialog box. If there is a default value for this field, it overrides the User Preference and the Initial Currency Type. File tab (BMC Remedy User only) Figure 3-10: AR System User Preferences form File tab 76 Chapter 3 Setting user preferences

77 Configuring You can specify the conditions under which you want to upload and download types of preference files to and from the preference server. File types You can specify options for downloading and uploading the following file types: Macro AR SystemReport Crystal Report Search Data File Customize Default Field See BMC Remedy User help for information about uploading and downloading preference files. Download actions For each file type, you can specify the following actions for downloading: On Login Automatically download all files of the selected type when you log in. On Demand Download files only when they have been accessed. Manual Manually download files, or download files of the selected type by choosing Tools > Manage > Files > Download. Upload actions For each file type, you can specify the following actions for uploading and downloading: Immediate Save Immediately upload the file after it is created or modified. On Relogin or Exit Automatically upload all files of the selected type when you log in or exit. Manual Manually download files, or upload files of the selected type by choosing Tools > Manage > Files > Upload. AR System User Preference form fields 77

78 BMC Remedy Action Request System 7.0 Advanced tab Figure 3-11: AR System User Preferences form Advanced tab 78 Chapter 3 Setting user preferences

79 Configuring Group Name Field Name Description BMC Remedy User Form Table Fields Default Form View Open Window View Extension Display Hidden Forms (Admin) Refresh Content on Display Defines the view to be used as the default for all forms. Ask your AR System administrator for the name you should enter here, or leave this field blank. Note: If you enter a view name that does not exist, AR System determines which view best fits. This might not be the default view. Defines the extension to be used as the default for all forms that are opened from other forms. Ask your administrator for the name you should enter, or leave this field blank. Note: If you enter an extension that does not exist, AR System determines which view best fits. This might not be the default view. Defines which forms are available. The options are: No Only those forms that have been designated as visible are available. Yes All forms are available, whether designated as hidden or visible. Note: This option is available only if you are logged in as an administrator or subadministrator to an active server. Defines whether the data in a table field is refreshed automatically every time a form is displayed. Note: You can refresh the table manually by clicking on it when you want to check for changes. X X X Web client * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). X X AR System User Preference form fields 79

80 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User Report Server Preview Report Use this program to preview ODBC Use Underscores Defines the name of the server where the following reporting forms reside: ReportType ReportCreator Report ReportSelection The server name also serves as the home for report definition files created. This entry is necessary when the server that stores the reporting forms is different from the server that stores the data to be reported on. This field is blank by default. Specifies whether to preview reports in BMC Remedy User or a different program you specify. The options are: No Displays reports in BMC Remedy User. Yes Display reports using the program specified in the Report-Use this program to preview field. Specifies the program to be used to preview standard BMC Remedy User reports. Defines whether to replace special characters with underscores when running reports. This is important if you are running Crystal Reports and there are field names or form names in your reports that contain special characters. Choose Yes to use underscores. X X X X Web client * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). X 80 Chapter 3 Setting user preferences

81 Configuring Group Name Field Name Description BMC Remedy User Result View Alert Sort Displays the last column on which you sorted a result or alert list. You can specify a value in this field. AR System Reserved Sort Criteria AR System Reserved Displays the value set when you choose Actions > Sort Options and specify values. You can set sort options on a per-form basis. Reserved for future use. N/A* N/A* X X Web client * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). AR System User Preference form fields 81

82 BMC Remedy Action Request System 7.0 Home Page tab Figure 3-12: AR System User Preferences form Home Page tab 82 Chapter 3 Setting user preferences

83 Configuring Group Name Field Name Description BMC Remedy User Web client Home Page AR Server Designates the name of the server on which your Home Page resides. For more information about configuring home page preferences, see the Form and Application Objects guide. Form Name Object List Open Home Page Automatically Designates the name of the form to be used as the default Home Page when the user logs in. For more information about configuring home page preferences, see the Form and Application Objects guide. Defines to what degree the Object List is enabled. Enable, Show All The Object List lists all the applications, guides, and forms on the servers to which you are logged in. Enable, Show Only Entry Points The Object List lists only those entry points for which you have permissions. Disable Access to the Object List is not possible. The File > Open > Object List menu item and toolbar button are disabled. Controls whether the Home Page is opened automatically after login to BMC Remedy User. X X X X X X X AR System User Preference form fields 83

84 BMC Remedy Action Request System 7.0 Alert tab Figure 3-13: AR System User Preferences form Alert tab Group Name Field Name Description BMC Remedy User When I start my computer On Startup Auto start AR System Alert Prompt For Login (Alert only) Display Alert Summary Designates whether to start BMC Remedy Alert when you start your computer. Designates whether to prompt the user for login information when Alert is started. The options are: No The user name and password you enter are saved and used to log you in automatically the next time BMC Remedy Alert is started. Yes You must enter your user name and password each time you start BMC Remedy Alert. Designates whether to display summary information when Alert is started. N/A* N/A* N/A* Web client N/A* N/A* N/A* * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). 84 Chapter 3 Setting user preferences

85 Configuring Group Name Field Name Description BMC Remedy User Web client Listen Port Port Number Designates the port on which to listen for alerts. The Listen Port is used in conjunction with Advanced Server Properties settings in the Accounts dialog box to configure BMC Remedy Alert to function outside of a firewall. Logging Enabled Logging If Yes, Logging Path Designates whether logging should occur for Alert. Designates the path and name of the log file. By default, alert log files are stored with a.log file extension. Misc OLE Timeout Designates how long the OLE Transaction Timeout is for BMC Remedy Alert. OLE is used to open the Alert list in BMC Remedy User. Open Alert List using Designates which application should be used to open the Alert List. The options are: AR System User Web N/A* N/A* N/A* N/A* X N/A* N/A* N/A* N/A* X Server Designates the server to be used to open the Alert list. N/A* N/A* * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). AR System User Preference form fields 85

86 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User On Startup Display Alert Message Flash Icon Beep Play Wav File Wav File Run Process Run Process File Designates whether to pop up alert information when received. Designates whether to flash the Alert icon when a new alert is received. Designates whether to beep when a new alert is received. Designates whether to play a.wav file when a new alert is received. Designates the.wav file to play if the P lay Wav File option is set to Yes. Designates whether to run a process when a new alert is received. Designates the process to run if previous option is set to Yes. N/A* N/A* N/A* N/A* N/A* N/A* N/A* Web client N/A* N/A* N/A* N/A* N/A* N/A* N/A* * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). 86 Chapter 3 Setting user preferences

87 Configuring Recent tab Figure 3-14: AR System User Preferences form Recent tab Field Name Description BMC Remedy User Recent Forms A list of recent forms opened in BMC Remedy User. X Recent Tickets A list of recent requests opened in BMC Remedy User. X Recent Applications, Guides, etc. A list of recent applications or guides opened in BMC Remedy User. Recent Entry Points A list of recent entry points opened in BMC Remedy User. X X Web client AR System User Preference form fields 87

88 BMC Remedy Action Request System 7.0 Edit tab Figure 3-15: AR System User Preferences form Edit tab Group Name Field Name Description BMC Remedy User Table Field Table Field Column Width Table Field Column Order Table Field Column Sort Information about a table field that AR System saves when you change the size of columns in the table field, including the server name, form name, table field ID, column ID, and the size of the column. Stores column order preference. X X Web client Not used. N/A* N/A* * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). 88 Chapter 3 Setting user preferences

89 Configuring Group Name Field Name Description BMC Remedy User Web client Schema Column Width Information about a results list that AR System saves when you change the column size in a results list. X Column Order Grid Height Grid Width App Development Mode Information about a results list that AR System saves when you change the order of columns in a results list. Parameter set in Customize View mode by choosing Layout > Grid Size and specifying a value. Parameter set in Customize View mode by choosing Layout > Grid Size and specifying a value. Specifies whether to display extra field name and ID information in the field Help text. Values are: 1 Display the extra field information. 0 (Default) Do not display the extra field information. * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). X X X X AR System User Preference form fields 89

90 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User Web client Menu Position Menu window position. The options are: Default See Center. Left Left of where menu icon clicked. Center (Default) Center of BMC Remedy User window. Right Right of where menu icon clicked. Screen Center Center of screen. X Max Size Base Menu The upper limit for the number of items a menu can have. Used for currency and edit field menus. X Items Per Column Obsolete. N/A* N/A* List Position List Menu Width List Menu Height List Indent Items Threshold Level Threshold List-menu window position. The options are: Default See Center. Left Left of where menu icon clicked. Center (Default) Center of BMC Remedy User window. Right Right of where menu icon clicked. Screen Center Center of screen. Width of the list menu window. Height of the list menu window. Space in pixels on left before list items in list menu. When smart menus is selected, the number of items where menus change from popup to list menus. When smart menus is selected, the number of levels where menus change from popup to list menus. X X X X X X * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). 90 Chapter 3 Setting user preferences

91 Configuring Group Name Field Name Description BMC Remedy User Edit Diary Field Diary Width Diary editor window width. X Diary Height Diary editor window height. X Edit Text Field Text Width Text editor window width. X Text Height Text editor window height. X Web client * N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert). AR System User Preference form fields 91

92 BMC Remedy Action Request System 7.0 Window tab Figure 3-16: AR System User Preferences form Window tab 92 Chapter 3 Setting user preferences

93 Configuring Group Name Field Name Description BMC Remedy User Window Size Window Position Window Workspace Position Pick/Selection List Window Count Obsolete. This parameter is included for backward compatibility only. If a value for this parameter is specified from a previous version of BMC Remedy User, it is converted to the Window Workspace Position parameter and saved. Used by BMC Remedy User to save information about how the window workspace is set up and how to restore it. This value is set when the Save Window Workspace option is selected. Selection List window position. The number of New Search or New Request windows to be opened when BMC User starts. This number is updated when you select Save Windows Workspace under Tools > Options > On Exit. The positions of these windows are stored in the Window Workspace Position field. Toolbars Summary Coded information about toolbars. X Bar0 Coded information about toolbars. X Bar1 Coded information about toolbars. X Bar2 Coded information about toolbars. X Bar3 Coded information about toolbars. X X X X X Web client AR System User Preference form fields 93

94 BMC Remedy Action Request System 7.0 Misc tab Figure 3-17: AR System User Preferences form Misc tab Group Name Field Name Description BMC Remedy User Open Dialog Placement Coded location of the File > Open > Object List menu option in BMC Remedy User. Active Page Shortcut Dir &All &Find Fa&vorites &Recent Fi&nd Current tab in File > Open > Object List menu option in BMC Remedy User. Indicates the directory to use when creating a shortcut. This value is used when you select an item from the Open Object List and right-click to create a shortcut or when you right-click a results list and choose Send To > Desktop. Coded column widths of All, Find, Favorites, and Recent that appear when you choose the File > Open > Object List menu option in BMC Remedy User. Not currently used. X X X X Web client 94 Chapter 3 Setting user preferences

95 Configuring Group Name Field Name Description BMC Remedy User Web client Performance Max Age In Minutes Min Age In Minutes Usage Threshold These preferences relate to how BMC Remedy User caches forms. Definitions (form and related workflow) are loaded into memory from the.arf and.arv cache files and retained as long as these files are current. This allows subsequent loads of the same form to load more rapidly since the definitions do not have to be re-read from the disk each time. To reduce the amount of memory being used, several checks are made periodically to see if definitions can be removed from the memory cache. During these checks, the following calculation is performed: Duration Since Last Used = Current Time - Time Definition Last Used If the Duration Since Last Used value is greater than the preference set for Max Age In Minutes, the form definition can be removed from the memory cache. If the Duration Since Last Used value is greater than the preference set for Min Age In Minutes, the form definition can be removed from the memory cache. If the system is approaching the memory limit (Percent of Memory), the Duration Since Last Used value is taken in conjunction with the Min Age In Minutes value to determine whether the definition can be removed from the memory cache. Each time a form is opened, the system increments a usage count. As the memory limit is approached, the Usage Threshold value is compared to the usage count to determine if the definition can be removed from the memory cache. X X X X AR System User Preference form fields 95

96 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User Performance (continued) View Percent Of Memory App Response Timeout Transaction Timeout RPC Timeout Normal RPC Timeout Long RPC Timeout Extra Long Show Macro Bar This value represents a memory threshold. It is compared to the percent of memory being used for the memory cache to determine if the memory limit is reached. This check is used in conjunction with the Usage Threshold and the Min Age In Minutes values. DDE Application Response Timeout in BMC Remedy User. DDE Transaction Timeout in BMC Remedy User. RPC Timeout for submits in BMC Remedy User. RPC Timeout Long queries in BMC Remedy User. RPC Timeout for extra long operations in BMC User. Designates whether the macro bar is displayed when BMC Remedy User starts. Show Status Bar Designates whether the status bar is displayed when BMC Remedy User starts. Show Toolbar Disable Web Help Save Window On Close Query On Return Designates whether the toolbar is displayed when BMC Remedy User starts. Designates whether items under BMC Remedy on the Web under the main Help menu in BMC Remedy User are disabled. Designates whether to save information about open New and Search windows in BMC Remedy User when you close the tool. Designates whether you can initiate a query by pressing the ENTER key in the Request ID field. X X X X X X X X X X X Web client 96 Chapter 3 Setting user preferences

97 Configuring Group Name Field Name Description BMC Remedy User Web client View (continued) Close After Submit Designates whether to close a New window after submit in BMC Remedy User. X Show Lang DLL Not found Obsolete. Step Size Obsolete. Result Open On Double-Click Designates which panes open when you double-click a record in a results view. The options are: X Value greater than zero Open the form with a results pane and a detail pane. 0 (Zero) Open the form with only a detail pane. AR System User Preference form fields 97

98 BMC Remedy Action Request System 7.0 Web tab Figure 3-18: AR System User Preferences form Web tab Group Name Field Name Description BMC Remedy User Web client Report Crystal Report Viewer Designates an application for viewing Crystal Reports. The options are: X Java (using browser JVM) Java (using Java Plug-in) ActiveX Netscape Plug-in HTML with frames HTML without frames (the default) Clear (The system takes the default value that the administrator sets.) 98 Chapter 3 Setting user preferences

99 Configuring Group Name Field Name Description BMC Remedy User Web client Alert Refresh Interval Defines the interval, in minutes, that passes between queries to the Alert Events form. The default value is 0. The alert list displays the user s alerts by querying the Alert Events form that contains the user s alerts. Alert Servers Defines which servers contribute alerts to a web-based alert list. The administrator can enter the server names to retrieve alerts from this field. The server names must be separated by the comma (, ) delimiter. This field is clear by default. X X AR System User Preference form fields 99

100 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User Web client Date/Time Text Display Date/ Time Style (Web) Defines the format in which the date and time appear. The options are: Short Long Custom The formats adhere to the ICU (International Component for Unicode) format. The format is platform-independent and will not automatically be the same as preferences set in BMC Remedy User, or as any preferences set in the Windows Control Panel. Use a predefined ICU format or customize an ICU format to set web view Date/Time appearances. The default is Short. X Custom Date Format If you select Custom from the Display Date/ Time Style (Web) menu, select the format of date strings to be displayed in your browser. You can add a forward slash (/), dash (-) or a period (.) as separators. This field is clear by default. For more information about date formats, see Appendix D, Date and time formats. X Custom Time Format If you select Custom from the Display Date/ Time Style (Web) menu, select the format of time strings to be displayed in your browser. You can add a semicolon (:), dash (-), or a period (.) as separators. This field is clear by default. For more information about time formats, see Appendix D, Date and time formats. X 100 Chapter 3 Setting user preferences

101 Configuring Group Name Field Name Description BMC Remedy User Web client Accessibility Accessible Mode Designates whether an accessible mode applies to the current view and if so, which mode. The options are: Default No accessible mode used. Screen Magnifier/Low Vision View is accessed with a screen magnification device. Use the magnifier supplied with your operating system. Screen Reader/No Vision View is accessed using screen reader software. This field is clear by default. X X Accessible Message Designates the type of nonvisual feedback that applies to workflow for this view. The options are: No Action No messages are shown for accessibility. Active link message actions of the type Accessible are ignored. Message Action Displays accessibility messages defined by the active link message action of type Accessible. All Actions Displays accessibility messages to reflect visual changes on the page as well as accessible messages defined by an active link message action of the type Accessible. Accessibility messages are displayed for visual changes caused by Change Field and Set Field active link actions, and other user actions such as table refresh. These messages reflect the visual changes that the user would have experienced otherwise. If a field is hidden, changes caused by these actions are ignored. Note: These options are not used in the BMC Remedy Mid Tier 6.3 and later. AR System User Preference form fields 101

102 BMC Remedy Action Request System 7.0 Group Name Field Name Description BMC Remedy User Web client Session Session Timeout in Minutes Designates the number of minutes after which a session times out. The default is 90 minutes. You can set the session timeout for longer than 90 minutes for a specific user, and this setting will override the session timeout in the General Settings page of BMC Remedy Mid Tier Configuration Tool. X Setting centralized preferences on web clients Web client users can set preferences by opening the AR System User Preference form and submitting changes. For information about the User Preference form on the web, see the Installing and Administering BMC Remedy Mid Tier guide. 102 Chapter 3 Setting user preferences

103 Chapter 4 Defining your user base This section provides instructions for managing information about your AR System users. The following topics are provided: Licensing users (page 104) Viewing user information (page 105) Releasing floating licenses (page 107) License pools (page 108) Adding and modifying user information (page 108) Allowing guest users (page 113) Special submitter mode (page 115) Validating password information (page 116) Setting up an authentication alias (page 116) Unique user logins (page 122) Defining your user base 103

104 BMC Remedy Action Request System 7.0 Licensing users License types When creating users, you must assign a license type to each user. The type of license a user has determines the user s ability to access AR System objects and to perform tasks. There are four kinds of licenses you can use to access the AR System server: read, restricted read, fixed write, and floating write. With the exception of restricted read licenses, users can access AR System from only one IP address at a time. After you have logged out of one machine, you might need to wait a short time to make sure your status is cleared before using the same login name to access another machine. A user who is blocked from access can perform a license take-over through a message dialog box. This was added to address instances where someone forgets to log off a client at a different location. Only one license take-over is allowed every fifteen minutes for all users on the system. The following table summarize the important license elements as they relate to access control. License type Read Restricted Read Description Enables users to search and display existing requests. Administrators can configure the AR System server to enable users to submit new requests and modify or save data in existing requests. (See Special submitter mode on page 115.) Allows users to search the AR System forms and submit new requests but does not allow users to modify existing requests under any conditions. It does, however, allow the same login account to access the AR System from multiple IP addresses simultaneously, such as when browsing a knowledge base or completing on-line surveys. 104 Chapter 4 Defining your user base

105 Configuring License type Fixed Write Floating Write Description Includes all the capabilities of a Read license, and also enables users to modify and save data for existing requests based on the groups to which the user belongs. AR System administrators and subadministrators must have a Fixed Write license. Other AR System users who consistently need to modify requests must also have Fixed Write licenses. A user cannot be assigned the same Fixed Write license more than three times in one week. If this limitation is exceeded, the user must wait one week from the first assignment of the Fixed Write license before it can be assigned again. Includes all the capabilities of a Read license, and also enables users to modify and save data for existing requests based on the groups to which the user belongs. Floating Write licenses can be used by multiple users, one user at a time. This type of license is designed for users who occasionally need to modify and save data for existing requests. Viewing user information The Manage User Licenses dialog box displays information about the registered and current users on the selected server. The registered user information displayed in the Manage User License window is the information that was submitted for each user in the User form. See Adding and modifying user information on page 108 for more information. Viewing user information 105

106 BMC Remedy Action Request System 7.0 To display user license information 1 In the Server window, choose File > Licenses > Manage User Licenses to view the Manage User Licenses Information window in BMC Remedy Administrator. Figure 4-1: License information 2 From the License Category option list, select one of the following options: Server Displays information about typical AR System licenses such as AR System server, User licenses, and BMC Remedy Application licenses. Application Displays information about licenses for applications created by ISVs (Integration System Vendors). 3 From the Category option list, select the appropriate license category: Current licenses For each user currently connected to AR System, displays the name of the user, the type of AR System license assigned, the connect time during the current session, the time that the user last accessed the server during this session, and the floating write license pool. Registered licenses For all users known to AR System, displays the name of the user, the type of AR System license assigned, the default notification mechanism, and the address. 4 To display all users for the selected licenses category, select the appropriate license type from the menu. 106 Chapter 4 Defining your user base

107 Configuring The Write License Pool column shows the name of the current group (pool) from which the user s Floating Write license has been acquired. At another time, if a license has been acquired from a different pool to which the user belongs, that pool name is displayed. 5 Click Close. Releasing floating licenses Users who work with a floating license are subject to a time-out interval, which determines the amount of time before the floating license is released automatically when the user does not perform any actions against the server. Administrators can terminate a user s session only one time in a 24-hour period. To release a floating license 1 In BMC Remedy Administrator, open the server window. 2 Choose File > License > Manage User Licenses to view the Manage User Licenses window. 3 From the Category option list, select Current Licenses. 4 From the License Type list, select Floating. A list of users with the selected license type appears. 5 From the list of active users, select the appropriate user. 6 Click Release User. The license token held by that user is released. Another user can take the token and start working. If the original user returns, the user will not be able to get back into the system if no tokens are available. Note: If you release a Fixed or Read license, this procedure removes the user from the list of current users; there is no effect on the user s ability to connect to the server. The next time the user accesses the server, the user s license information reappears. 7 Click Close. Releasing floating licenses 107

108 BMC Remedy Action Request System 7.0 License pools A license pool consists of a number of floating licenses reserved for a group, subject to the number of floating licenses available in the database. When a member of a group logs in, a license from the license pool for that group is granted. When the user has finished with the license, it is released back into the pool. If there are no licenses available in the pool, a check is made to see if the user is a member of any other group that has a license pool. If there are no licenses available in any pool the user is a member of, a check is made for floating licenses not associated with any pool. A user is never granted a floating license from a pool of which he is not a member. License pools allow you to give priority to a group that needs licenses more urgently. The group with the smallest group ID has the highest priority. When a non-reserved floating license becomes available, it is granted to the next user who needs it, regardless of the priority of that user s access to the system. You specify the number of licenses reserved for a group in the Group form in BMC Remedy User. For more information about User groups, see the Form and Application Objects guide and Adding and modifying user information that follows. Adding and modifying user information In AR System, you can have registered users and guest users. Each type of user has different privileges within the system, as is discussed in the following sections. You enter data in the User form to define the components that work together to determine each user s access to AR System: login name, password, group membership, and license type. You also define alert information for each user in this form. To grant a user permission for AR System objects, add the user to the groups to which access will be given. To make a user part of a group, choose the appropriate group from the Group List menu in the User form. (Multiple group names in the Group List field are separated by spaces.) You can select from the reserved AR System groups. For more information about groups, see the Form and Application Objects guide. 108 Chapter 4 Defining your user base

109 Configuring Figure 4-2: User form in new mode The following table lists the key fields in the User form. Field Login Name Password Description Identifying name that the user enters into the User Name field when logging in to AR System. The name can be the same or different than the user name by which this user is known to the underlying operating system. Identifying password that the user enters when logging in to AR System. This field is limited to 29 characters. The Password field is encrypted into the database using a one-way hash (SHA1), so unauthorized users cannot retrieve passwords in clear text, for example, to log in to applications. To enhance system security, select a password that is different from one used for another purpose. If unsecure passwords are needed for applications, store the password in a character field rather than the Password field (field 102). If the password field is left blank, the AR System server will not validate the password with the user s Windows or UNIX password, unless you configure the server to cross-reference a blank password. For more information, see Server information Configuration tab on page 132. Adding and modifying user information 109

110 BMC Remedy Action Request System 7.0 Field Group List Computed Group List Description Lists the access control groups to which the user belongs. If you leave this field empty, the user will have only basic Submitter, Assignee, Assignee Group, or Public permissions. Specify groups by name or ID, as defined in the Group form, when entering groups in the Group list. User permissions are determined in the Group List field of the User form. If you later change the Group ID for a group, the users originally assigned to the group are still attached to the old ID. If there is no group with the old ID, these users lose access to any AR System object for which they do not have permission through another group. This field is limited to 4000 bytes, including expanded strings. Displays the name of any computed group to which the User is a member. The members of a computed group are calculated by the server based on the groups that the User belongs to. This is a display-only field, and the field ID is 121. To search in this field in a query-by-example, enter the ID number of a computed group in the Computed Group List field. In the following examples: The ID for Computed Group 1 is 5678 The ID for Computed Group 2 is 6789 To enter more than one computed group ID, include semicolons after each ID. You must enter the computed group IDs in the same order in which the names appear in the Computed Group List field when the user s record is displayed. You can also use the Advanced Search bar with the LIKE operator. Include the semicolon with the complete ID. To search for users who are members of Computed Group 1, enter: Computed Group List LIKE %5678;% You can also enter a partial ID for the computed group. To search for users who are members of both Computed Group 1 and Computed Group 2, enter: Computed Group List LIKE %56% AND Computed Group List LIKE %89% 110 Chapter 4 Defining your user base

111 Configuring Field Full Name License Type Full Text License Type Default Notify Mechanism Address Instance ID Object ID Application Licenses Description Full name of a user. By default, this name appears in the Results pane of the User form when users perform a search operation. Type of license that the user is assigned: Read, Restricted Read, Fixed, or Floating. The default is Read. See License types on page 104 for further descriptions of these types. For use with older versions of AR System server. Method by which the user is notified for Notify filter and escalation actions when User Default is specified. The default setting on the User form is Alert. address used to notify the user if is the notify method. Field used with BMC Remedy Applications. Do not delete this field. Field used with BMC Remedy Applications. Do not delete this field. The name of the application and the appropriate license type. For example, Help Desk User Fixed, where Help Desk is the name of the application and User Fixed is the type of license. Use the following procedures to create, modify, or delete AR System users and to allow users to change their information. You can apply the three Fixed Write licenses included with AR System to new users. To create new users 1 Log in to BMC Remedy User. Enter your user name and password into the Login dialog box, and click OK. If you are the first administrator to log in, you must log in as Demo and leave the password field empty. (AR System user names are case-sensitive, which means that you must type Demo, not demo or DEMO.) During initial installation, the Demo user is installed without a required password. To keep AR System secure, add a password for this user as soon as possible. 2 Open the User form in New mode. Adding and modifying user information 111

112 BMC Remedy Action Request System Enter information in the appropriate fields, as described in the previous table. 4 Save your changes. If adding the user causes you to exceed your license agreement, an error message appears. To modify user information 1 Open the User form in Search mode. 2 Choose Actions > Search to retrieve a list of currently defined users. 3 Select the appropriate user from the list. 4 Modify information in the appropriate fields. 5 Save your changes. WARNING: Do not modify the Demo user s Fixed Write license or Administrator group membership until you have created another Administrator user first, or you will lose administrator privileges. To delete users 1 Open the User form in Search mode. 2 Choose Actions > Search to retrieve a list of currently defined users. 3 Select the appropriate user from the list. 4 Choose Actions > Delete. A confirmation box appears to verify that you want to delete the selected users. 5 Click OK. WARNING: Do not delete the Demo user until you have created another Administrator user first, or you will lose administrator privileges. 112 Chapter 4 Defining your user base

113 To allow users to change user record information Configuring 1 In BMC Remedy Administrator, make the User form s Assigned To field visible. (By default, the field is hidden.) a Double-click the Assigned To field to open the field Properties dialog box. b In the Display tab, clear the Hidden check box. 2 In the User form, give the Assignee group Change permission for the Password, Default Notify Mechanisms, or Address fields. 3 In the User form, give public visible permissions. For information about defining field properties and field permissions, see the Form and Application Objects guide. 4 Save your changes. 5 Log in to BMC Remedy User as an administrator. 6 Open the User form in Search mode. The Assigned To field is visible in the User form. 7 Choose Actions > Search to retrieve a list of currently defined users. 8 Select the appropriate user from the list. 9 In the User form, copy the Login name to the Assigned To field to make the user the Assignee. By using the Assignee group, you allow the user to modify the user s password, default notification mechanism, or address. You can also make the user the Submitter by entering the same name in the Login name field and in the Creator field. 10 Save your changes. Allowing guest users AR System includes a setting that enables you to permit users who are not recognized users (that is, not listed in the User form) to have access to BMC Remedy User as a member of the Public Group. Allowing guest users can involve as many as three settings, depending on whether you want the user only to log in to BMC Remedy User or also to submit new requests and modify existing requests for which the guest user is the original submitter. Allowing guest users 113

114 BMC Remedy Action Request System 7.0 To allow guest users 1 In BMC Remedy Administrator, select a server to administer. 2 Choose File > Server Information. 3 Click the Configuration tab. 4 Select the Allow Guest Users check box. The guest user can log in to BMC Remedy User and access all the AR System objects for which the Public group has permission. 5 Click OK. 6 To allow the guest user to create new requests, complete the following steps for each field in which you would expect a value to be supplied: a Open the form in BMC Remedy Administrator. b Double-click the field to open the Field Properties window. c Click the Permissions tab. d Select the Allow Any User to Submit check box. The guest user can assign a value to the field even though the guest user does not belong to a group with Change permission for the field. e Save your changes. 7 To enable guest users to modify an existing request for which they are the submitter (in the Submitter field), complete the following steps: a Choose File > Server Information. The Server Information window appears. b Click the Licenses tab. c From the Submitter Mode option list, select Locked. The guest user can modify all existing requests, where the guest user is the original submitter, without a write license for fields that have Change access for the Submitter group. For more information about the special submit setting, see the Special submitter mode on page 115. d e Click OK. Restart the AR System server. 114 Chapter 4 Defining your user base

115 Configuring Special submitter mode AR System contains a setting that allows users to modify requests that they initially submitted even if they do not have a write license. To enable this feature, set the Submitter Mode option to Locked in the Licenses tab of the Server Information dialog box, and then restart AR System server. Figure 4-3: Setting Submitter Mode in Server Information dialog box Set Submitter Mode to Locked. The Submitter Mode options are: Locked Allows users who have their name in the Submitter field to modify requests without a write license. This does not apply to users with a Restricted Read license who cannot modify requests under any circumstances. In the locked submitter mode, after the entry is submitted, the value in the Submitter field cannot be changed. Changeable Requires users to have a write license to change any record, including requests for which they are the submitter. Special submitter mode 115

116 BMC Remedy Action Request System 7.0 Validating password information The AR System server can validate the password entered by the user against their Windows or UNIX login password instead of maintaining a password that is AR System specific. To allow this, you must: Make sure that the AR System user name and the operating system user name are identical. Leave the Password field in the User form blank. (See the column Field on page 109.) In BMC Remedy Administrator, select the Cross Ref Blank Password check box in the Configuration tab of the Server Information dialog box. (For more information about password configuration, see Server information Configuration tab on page 132.) Where supported, the operating system password validation feature enables the operating system to set the following password policies (which are not covered by the AR System password manager): Aging Determines how quickly a password expires. Lockout periods Limits the number of incorrect logins a user can enter before getting locked out. Length Sets a consistent password length. Setting up an authentication alias User Name Alias An authentication alias allows you to use an alternate user name (User Name Alias) or an authentication string (Authentication String Alias) when the operating system or an AR System external authentication (AREA) plug-in is performing the authentication. The User Name Alias and the Authentication String Alias operate independently of one another, so you can use both or either one alone. A User Name Alias is a secondary account name associated with a user and is only for authentication purposes. The user's primary account name (the login name) entered into the User Name field of the Login dialog box of AR System clients, is used for all other purposes. If a User Name Alias is defined, the AR System server will use it to authenticate the user and password. 116 Chapter 4 Defining your user base

117 Configuring The User Name Alias is applicable in the following situations: When you want the user s full name to be used as the AR System login instead of the user s computer account name. The system uses the alias when authenticating the user. When a user s name changes, that user can log in to the AR System using the new name but continue to use the same computer account name for authentication purposes. When a user s computer account or domain name is subject to changes. Leveraging an alias allows the user to continue using the same user name to log in throughout the changes. Configuring the User Name Alias To configure a User Name Alias, add a character field to the User form in BMC Remedy Administrator and name it Authentication Login Name. The information in this field is accessed when the user logs in to an AR System client and the following conditions apply: Cross-Reference Blank Password is configured on the AR System server (see Cross Ref Blank Password on page 165). The Password field on the User form is empty. One of the following external authentication methods is used: An AREA plug-in A Windows Domain server (when the AR System server is running on a Windows platform) A UNIX password resolution (when the AR System server is running on a UNIX platform) Setting up an authentication alias 117

118 BMC Remedy Action Request System 7.0 Figure 4-4: Login dialog box Relates to the value in the Authentication Login Name field on the User form. The Authentication Login Name field on the User form interacts with the User Name field in the Login dialog box according to the following rules: If the Authentication Login Name field is present on the User form, the value contained in this field is used for authentication instead of the name entered in the User Name field in the Login dialog box. For backwards compatibility, if the Authentication Login Name field is not present on the User form, or the value in this field is NULL, then the user is authenticated with the information entered in the User Name field in the Login dialog box. These rules apply to all AR System clients, including those accessing an AR System server using C or Java APIs. Properties of the Authentication Login Namefield on the User form In BMC Remedy Administrator, set the properties of the Authentication Login Name field as shown in the following table: Field Property Field Name Authentication Login Name Field ID 117 Data Type Character Database Length Chapter 4 Defining your user base

119 Configuring You can set any permissions, including whether the values are optional or required. You can also create workflow to populate and validate the values in this field. Important: Caution is recommended when setting permissions. Typically, the values in this field should be set only by an administrator, or by using workflow. Setting up an authentication alias 119

120 BMC Remedy Action Request System 7.0 Authentication String Alias When an Authentication String Alias is defined, it overrides any entry in the Login dialog box of the AR System client. The Authentication String Alias can be used to identify the correct authentication domain for the user. Use the Authentication String Alias in the following situations: When users belong to specific authentication domains and you do not want to require users to enter an authentication string when they log in. When a user s computer account or domain name is subject to changes. Leveraging an Authentication String Alias allows the user to continue using the same user name to log in throughout the changes. Configuring the Authentication String Alias To configure an Authentication String Alias, add a character field to the User form in BMC Remedy Administrator and name it Authentication String. The information in this field is accessed when the user logs in to an AR System client and the following conditions apply: Cross-Reference Blank Password is configured on the AR System server (see Cross Ref Blank Password on page 165). The Password field on the User form is empty. One of the following external authentication methods is used: An AREA plug-in A Windows Domain server (when the AR System server is running on a Windows platform) A UNIX password resolution (when the AR System server is running on a UNIX platform) 120 Chapter 4 Defining your user base

121 Configuring Figure 4-5: Login dialog box Relates to the value in the Authentication String field on the User form. The Authentication String Alias field on the User form interacts with the Authentication field in the Login dialog box according to the following rules: The value in the Authentication String field on the User form is used instead of the entry in the Authentication field in the Login dialog box. For backwards compatibility, if the Authentication String Alias field is not present on the User form, or the value in this field is NULL, then the information entered in the Login dialog box is used for authentication. These rules apply to all AR System clients, including those accessing an AR System server using C or Java APIs. Properties of the Authentication String field on the User form In BMC Remedy Administrator, set the properties of the Authentication String field as shown in the following table: Field Property Field Name Authentication String Field ID 118 Data Type Character Database Length 255 You can set any permissions, including whether the values are optional or required. You can also create workflow to populate and validate the values in these fields. Setting up an authentication alias 121

122 BMC Remedy Action Request System 7.0 Important: Caution is recommended when setting permissions. Typically, the values in this field should be set only by an administrator, or by using workflow. Unique user logins In AR System 6.3, it was possible to have multiple users with the same user name but different passwords log in at the same time. AR System 7.0 does not allow multiple users with the same user name if you use the User form for authentication. If, however, you use external authentication, multiple users with the same user name can log in only if they belong to the same groups. (In the cache, only one session is created, and this session will be used for both users.) If you are upgrading to AR System 7.0 from a 6.3 system where you allow multiple users with the same user name but different passwords, the AR System upgrade scripts will fail and will generate a message suggesting that you correct the multiple user name problem. 122 Chapter 4 Defining your user base

123 Chapter 5 Configuring servers and clients This section discusses configuring servers and client to work with AR System. The following topics are provided: Configuring AR System servers (page 124) Configuring a server for development or production cache mode (page 178) Configuring multiple servers (page 179) Running a stand-alone AR System server on Windows (page 194) Configuring firewalls with AR System servers (page 195) Configuring clients for AR System servers (page 196) Configuring a server to use plug-ins (page 197) Configuring the AR System server for external authentication (AREA) (page 199) Configuring a mail server (page 202) Configuring a server for alerts (page 202) Configuring and using the AR System Server Administration plug-in (page 204) For information about the mid tier and BMC Remedy Mid Tier Configuration Tool, see the Installing and Administering BMC Remedy Mid Tier guide. Configuring servers and clients 123

124 BMC Remedy Action Request System 7.0 Configuring AR System servers Every AR System server has a variety of configuration settings that control how the server works and how it interacts with users. Configuration settings are specific for each server. Use the Server Information dialog box in BMC Remedy Administrator to display information about the currently selected server and to set server options. You must be an administrator to make changes in this dialog box. The Server Information dialog box includes both display-only fields and fields in which you can set options. If you do not set an option for a field, the default value applies. The following table lists the tabs in the Server Information dialog box. The information provided in each tab is described in the sections that follow. Although we strongly recommend that you use BMC Remedy Administrator to change server settings, you can change settings manually in the server configuration file (ar.cfg for Windows or ar.conf for UNIX). Tab Information Section Platform Displays information about the platform on which the selected server is running. Server information Platform tab on page 126 Timeouts Licenses Sets various timeouts for the currently selected server. Displays the type and number of AR System licenses on a server. You also set the Submitter Mode in this tab. Server information Timeout tab on page 128 Server information Licenses tab on page 130 Configuration Sets configuration options. Server information Configuration tab on page 132 Log Files Sets debugging modes for the system. Server information Log Files tab on page Chapter 5 Configuring servers and clients

125 Configuring Tab Information Section Database Server Ports and Queues Connection Settings Currency Types External Authentication Advanced Source Control Server Events Displays information about the database that the selected server communicates with. You also define a database password and configuration file location in this tab. Configures AR System to communicate with client tools, services, and other servers on the network. Displays information relevant to the user of the multiple threads in the AR System server. Enables you to configure passwords used between the AR System server and its external subsystems. Specifies currency types available in AR System. Sets parameters necessary for AR System to authenticate users to external systems. Sets parameters related to AR System efficiency, security, localization, and server statistics. Sets source control integration within AR System. Sets the options for logging internal server changes. Server information Database tab on page 146 Server information Server Ports and Queues tab on page 149 Server information Connection Settings tab on page 154 Server information Currency Types tab on page 159 Server Information External Authentication tab on page 162 Server information Advanced tab on page 167 Server information Source Control tab on page 171 Server information Server Events tab on page 176 Configuring AR System servers 125

126 BMC Remedy Action Request System 7.0 Server information Platform tab Use the Platform tab to view information about the platform on which the selected server is running. To display platform information about the currently selected server 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Platform tab. Figure 5-1: Server Information window Platform tab 126 Chapter 5 Configuring servers and clients

127 Configuring 5 Edit the options, as needed: Field Server Version Server Directory Hardware Operating System Server Name Alias Server Time Description Displays the version number of the AR System software on the server. This value corresponds to the $VERSION$ keyword. Displays the folder (directory) where the AR System server is installed on the server system. Displays the hardware platform on which the server is running. This value corresponds to the $HARDWARE$ keyword. Displays the operating system software version running on the server system. This value corresponds to the $OS$ keyword. Defines an alias that is always interpreted as the current server. An alias allows you to use a functional name for a server rather than a machine name (for example, ACME or HelpDesk). Do not enter a fully qualified domain name. An alias makes it easier to move workflow between machines. Entering an alias in this field does not automatically assign an alias to the server. The network environment must reflect a change to the server name before entering the alias name in this field. The alias name must be a valid host name on your network. Accordingly, you might need to update DNS, your host files, NIS, and so on. After you make all your changes to the server environment, users can log in to BMC Remedy User using the new server alias, just like any other server name. See your network operating system documentation for information about creating an alias for the server. Displays the current time on the server (in the local time zone). 6 Click Apply. Configuring AR System servers 127

128 BMC Remedy Action Request System 7.0 Server information Timeout tab Use the Timeouts tab to set the timeouts for the currently selected server. To set timeouts 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Timeouts tab. Figure 5-2: Server Information window Timeouts tab 128 Chapter 5 Configuring servers and clients

129 Configuring 5 Edit the options, as needed: Group Name Field Name Description Floating License Timeout (hours) Currency Ratio Cache Refresh Interval (minutes) Process Timeout (seconds) Alert Send Timeout (seconds) Filter API RPC Timeout (seconds) Write Full Text Search Client Refresh Interval Prevents a server from being blocked when a process requested in a Set Fields filter or escalation action does not return a value soon enough. The server waits a specified interval and then returns with a $NULL$ value even if the process has not been completed. Enter a number from 1 through 60 seconds. The default is 5. Specifying long intervals can cause an increase in response time for users. Sets the time limit (in seconds) allowed for making contact with alert clients. Two attempts are made to deliver an alert and if the second attempt fails, the alert registration is removed. The default is 7 seconds. Sets the time limit (in seconds) allowed for the Filter API RPC to respond to the server s request. The default is 60 seconds. The minimum is zero (0), the maximum is 300. Sets a time limit (in hours) for how long a Floating Write license remains reserved if the user is not accessing AR System. When using Floating Write licenses, a token is reserved while the user is connected to the server. If the user does not perform an AR System operation for the period of time specified in this field, the license is automatically released back to the pool of available licenses. The client tool must acquire a license for the user again when the next licensable operation occurs. Enter a number from 1 through 99 hours. The default is 2. For use with older versions of AR System server. Sets the interval (in minutes) that clients (for example, BMC Remedy User and the Web) use when refreshing currency conversion ratios stored on the server. This refresh action makes sure that calculations for functional currencies are up to date. 6 Click Apply. Configuring AR System servers 129

130 BMC Remedy Action Request System 7.0 Server information Licenses tab Use the Licenses tab to display information about the type and number of AR System licenses on a server. You can also set the Submitter Mode in this tab. To display server license information and set the submitter mode 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Licenses tab. Figure 5-3: Server Information window Licenses tab 130 Chapter 5 Configuring servers and clients

131 Configuring 5 Edit the options, as needed: Field Name Description Server License Type Displays the license type of the server. Fixed Write Licenses Floating Write Licenses Fixed Full Text Licenses Floating Full Text Licenses Max Forms Allowed on Server AR System Server ID Submitter Mode Displays the total number of Fixed Write licenses on the server. Displays the total number of Floating Write licenses on the server. Displays the total number of Fixed Full Text Search licenses. Displays the total number of Floating Full Text Search licenses. Displays the number of forms your license allows you to create on the server. If this field reads Unlimited, you can create as many forms as you want. Displays the AR System identifier code attached to the server license. Defines the conditions under which submitters can modify the requests they initially submit (that is, where their names are in the Submitter field). Choose one of the following options: Locked Users can modify requests they submit without a write license. This does not apply to users with a Restricted Read license who cannot modify requests under any circumstances. In the locked submitter mode, after the entry is submitted, the value in the Submitter field cannot be changed. Changeable (Default) Users must have a write license to modify requests. Note: Changes to the Submitter Mode settings do not take effect until the server is stopped and restarted. 6 Click Apply. Configuring AR System servers 131

132 BMC Remedy Action Request System 7.0 Server information Configuration tab Use the Configuration tab to set administrative options. To set configuration options 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Configuration tab. Figure 5-4: Server Information window Configuration tab 132 Chapter 5 Configuring servers and clients

133 Configuring 5 Edit the options, as needed: Field Name Users Prompted for Login Max Entries Returned by GetList Description Defines the login procedure for BMC Remedy User. The options are: By Preference (Default) Users can select which of the two login options they prefer in BMC Remedy User. For more information, see BMC Remedy User help. Once Only Users must log in to BMC Remedy User only the first time they start the application. User and password information is stored in the Windows registry. Always Users must log in to BMC Remedy User every time it is started. No user or password information is stored in the user registry. If you select Once Only or Always, the Always Prompt for Login preference in BMC Remedy User is disabled and the user must comply with the option selected here. If a user accesses servers with different login settings, the login requirements for the strictest server are enforced. You cannot specify this setting for BMC Remedy Alert. Limits how many database entries are returned from a search. For example, setting the maximum entries to 50 would return a maximum of 50 entries, even if more entries satisfied the search qualification. The AR System warns users that the search matched more entries than the administrator allows to be retrieved. If users specify a maximum in their preferences, the lesser of these two values is used. A value of zero (0) specifies no limit (the default). Configuring AR System servers 133

134 BMC Remedy Action Request System 7.0 Field Name Server Table Field Chunk Size Server Language User Notifies From Description For server-side table fields, this number determines the number of entries (or size of the chunk) that the server retrieves at one time from the database and stores in-memory to process during filter or filter guide actions. The server then retrieves, stores, and processes the next chunk until all the rows have been processed. Entering a value of zero (0) causes the server to retrieve an unlimited number of rows. The default is 1000 rows. Entering a low value in this field causes the server to process smaller chunks, which keeps the server memory usage down, but results in slower processing because the server needs to access the database many times, especially for large tables. Entering a high value causes the server to retrieve and process large chunks of data and access the database fewer times. This results in higher performance at the cost of memory use. Displays the language and character set of the machine on which the server is running. Identifies the sender of notifications. The default sender for notifications is ARSystem. To specify another user name, enter that name in this field. The name must match the name you use in the AR System Configuration Form for notifications. For more information about configuring a mailbox for notifications, see the Administering BMC Remedy Engine guide. 134 Chapter 5 Configuring servers and clients

135 Configuring Field Name Minimum API Version Max Number of Password Attempts Description Specifies the oldest API version with which the server will communicate. The corresponding API and AR System versions are as follows: API 12 and AR System 7.0 API 11 and AR System 6.3 API 10 and AR System 6.0 API 9 and AR System 5.1 API 8 and AR System 5.0 API 7 and AR System 4.5 API 6 and AR System 4.0 API 5 and AR System 3.2 API 4 and AR System 3.0 and 3.1 If you set the minimum API version to 12, clients prior to version 7.0 will not be able to communicate with the AR System 7.0 or later server. If you set the API version to 0 or none, all clients will be able to communicate with the server. For information about setting passwords to increase security, see Server information Connection Settings tab on page 154. Enter the maximum number of consecutive bad password attempts a user is allowed. If you enter 3, the user has 3 chances to log in. If all 3 attempts have bad passwords, the user account will be marked as INVALID. The allowed values for this field are 0 and all positive integers. A value of 0 turns feature off. This setting can also be set with the Max-Password-Attempts option in the ar.conf (ar.cfg) file. Configuring AR System servers 135

136 BMC Remedy Action Request System 7.0 Field Name Next Request ID Block Size Default Home Form Description Enter a positive number (up to 1000) to allocate NextIDs in blocks rather than one at a time. Allocating in blocks increases performance during a create operation. The default value is 1. If 0 or a negative number (for example, -1) is used, the server will use the default value of 1. You do not need to restart the server for the change to take effect. The option is started immediately. Warning: The use of this configuration setting might result in unpredictably large NextID sequence gaps. The likelihood of this occurring increases with the use of multiple servers that share a database. The AR System server will not malfunction due to this gap and should not be considered a defect. Enter the path to a Home Page to be used system wide as the default home page for this server when a user logs in. This default Home form is only used if one of the following statements is true: This server is designated as the server for the Home Page in the AR System User Preference form. This server is designated as the server on the Home Page Settings page in BMC Remedy Mid Tier Configuration Tool. See the Installing and Administering BMC Remedy Mid Tier guide for more information. No Home Page is specified in the AR System User Preference form. (You can also set this in the Options dialog box in BMC Remedy User.) Note: If the Home form is deleted, this field is cleared and you must re-enter a default Home Page. 136 Chapter 5 Configuring servers and clients

137 Configuring Field Name Allow Guest Users Give Guest Users Restricted Read Allow Unqualified Searches Description Defines whether AR System permits access to guest users, who are not registered users of the system, to log in. If the check box is selected (the default), guest users can log in and perform the following tasks: View all forms and fields for which the Public group has Visible permission. Execute all active links for which the Public group has permission. View all fields for which the guest user is the submitter or assignee, if the Submitter Group or Assignee Group has View permission for the field. Submit new requests if the fields on a form have the Allow Any User to Submit check box selected, as described in the Form and Application Objects guide. Modify all fields for which the guest user is the submitter, if the Submitter Group has Change permission for the field and if the Submitter Mode is Locked, as described in Server information Licenses tab on page 130. Defines whether guest users will receive a restricted read license when they log in to AR System. If this option is not selected, guest users will receive a read license. Defines whether the server accepts unqualified searches (searches for which no search criteria are specified). If the check box is: Selected (Default) All database searches are allowed. Cleared You force users to enter a search criteria when performing queries. Note: Consider restricting unqualified searches to prevent the performance penalty of retrieving and returning large blocks of data due to accidental, unqualified searches to the database. Configuring AR System servers 137

138 BMC Remedy Action Request System 7.0 Field Name Administrator- Only Mode Disable Archive Development Cache Mode Description Enables you to allow only administrators and subadministrators to access AR System. Users who are not administrators or subadministrators cannot perform any AR System operations. This is useful during system maintenance. By default, this option is not selected. Administrator-Only Mode can be set by administrators only, not subadministrators. After an administrator sets this option, subadministrators can access only forms for which they have permission. Disables the archive operations on the server. You can disable one server operating with one database, but in the case of multiple servers attached to the same database, you can disable all servers except one to prevent conflicts. By default, this option is not selected. For more information about archiving, see the Form and Application Objects guide. If the Server Groups check box is selected, this setting is ignored. Server groups can be configured in the AR System Server Group Operation Ranking form to make sure that only one server performs the operation. See Running servers as part of a group on page 185. Enables a cache mode that is optimized for developing applications and where user operations might be delayed when changes are made to forms and workflow. If the check box is not selected (the default), development cache mode is disabled, and the server is operating in production cache mode. For more information, see Configuring a server for development or production cache mode on page Chapter 5 Configuring servers and clients

139 Configuring Field Name Disable Admin Operations Disable Escalations Disable Alerts Description Disables certain operations performed only by administrators and subadministrators, which enable you to control changes to the database by disabling administrator operations. You can disable one server operating with one database, but in the case of multiple servers attached to the same database, you can disable all servers except one to prevent conflicts. If the check box is: Selected Administrators cannot perform operations that affect the server s data dictionary. Cleared (Default) Administrators can perform their usual operations including all data dictionary restructuring operations. If the Server Groups check box is selected, this setting is ignored. Server groups can be configured in the AR System Server Group Operation Ranking form to make sure that only one server performs the operation. See Running servers as part of a group on page 185. Enables you to stop escalations being run on the server. You can disable one server operating with one database, but in the case of multiple servers attached to the same database, you can disable all servers except one to prevent conflicts. By default, this option is not selected. If the Server Groups check box is selected, this setting is ignored. Server groups can be configured in the AR System Server Group Operation Ranking form to make sure that only one server performs the operation. See Running servers as part of a group on page 185. Enables you to prevent alert messages from being sent to users when an alert event is entered in to the system. No threads will run in the Alert Queue. This setting is acknowledged only at startup, so any changes will not take effect until the server is restarted. By default, this option is not selected. Configuring AR System servers 139

140 BMC Remedy Action Request System 7.0 Field Name Verify Alert Users Enable Multiple Assign Groups Server Group Member Disallow Non Unicode Clients Description This indicates whether the server needs to check its list of registered alert clients to determine if they are listening and ready to receive alert messages. As this setting is acknowledged only at server startup, any changes will not take effect until the server is restarted. Selecting this option can result in a large amount of network activity at server startup. If the check box is: Selected The server will verify the list of clients. If the clients are not listening, they will be removed from the list of registered clients. Cleared (Default) The server will not perform the verification. Regardless of the setting, if a subsequent alert message is sent to a client that is not listening, they will be removed from the list of currently registered clients at that time. Allows multiple roles, groups, and user names to be stored in the row-level security Assignee Group field (ID 112) and in dynamic group fields (ID ). This enables multiple users, or users from multiple groups, to access the same entry (as in the sample qualification, 'Assignee Group' = ;50;51;-90; Mary Manager ; ). If the check box is not selected (the default), only one role, group, or user name can be stored. A flag that indicates whether the server is a member of a server group. By default, this option is not selected. Select this check box to restrict server access to Unicode-safe clients. Note: This option applies to all BMC Remedy clients except for BMC Remedy Administrator and BMC Remedy Alert. Note: This check box is visible only for AR System 7.0 servers or later. Also, for 7.0 servers, if the server uses a non-unicode database, the check box will be disabled. 6 Click Apply. 140 Chapter 5 Configuring servers and clients

141 Configuring Server information Log Files tab Use the Log Files tab to set one or more of the debugging modes shown in Figure 5-5 on page 142. In debug trace mode, AR System creates log files containing information about system activity. After being activated, logging starts immediately. You can activate logging at any time. WARNING: Do not keep logging turned on continuously. Log files can consume increasing amounts of disk space as messages accumulate unless you limit the log file size. Monitor your disk resources carefully while logging is active. You can enter a location other than the default location (<ar_install_dir>/ db on UNIX and <ar_install_dir>\arserver\db on Windows), and a name for each of the log files created in debug mode. You can also specify the same location and file for multiple types of logging to write all the data logged to a single file. Note: You can also set debug modes for active links, macros, API calls, databases, and filters in BMC Remedy User through the Logging tab in the Options dialog box. When a check box is selected, a log file with the name specified in the Log File Path will contain all logging information. The file is stored in the default folder (for example, \Home) unless you change it. You can also use the log information to analyze the active links used in guides. Log files are enabled in BMC Remedy User because that is where active links and macros run. For more information about the debug trace modes and log files, see the Optimizing and Troubleshooting guide. To set log files 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Log Files tab. Configuring AR System servers 141

142 BMC Remedy Action Request System 7.0 Figure 5-5: Server Information window Log Files tab 5 Select the check box next to each appropriate debug trace mode. You can select all, some, or no log files. The File Name field is disabled until you select the related check box. After you select a logging mode, you can specify a different file name. 142 Chapter 5 Configuring servers and clients

143 Configuring Important: When naming log files, do not use special characters (such as a forward slash (/) or a question mark (?). Use alphanumeric characters only. Field Name API Distributed Server Escalation Filter SQL Thread User Alert Description Logs information about all API calls made by all clients. Information is logged on entry and exit of every API call. The default log file name is arapi.log. If you are licensed for the Distributed Server Option, logs information about distributed server activity. Information includes the distributed operations that were attempted and whether the operation was successful. The default log file name is ardist.log. Logs information about escalation activity. Information includes the escalations that executed, whether the escalation qualification found any matches, and any escalation actions taken. The default log file name is arescl.log. Logs information about filter activity for each operation. Information includes the filters that attempted to execute and all filter actions performed. The default log file name is arfilter.log. Logs SQL commands sent to the database. Information is logged for each SQL command issued, including a time stamp and the user name of the user performing the operation. The default log file name is arsql.log. Logs information about threads that are being started and restarted on the server. The default log file name is arthread.log. Logs information about connection activity for each user. Information includes whether the user is able to obtain a license and when each floating license is released. This enables you to keep an audit trail of user activity to help you determine if you need more floating licenses. The default log file name is aruser.log. Logs detailed information about user registration and on the generation and delivery of alerts. The default log file name is aralert.log. Configuring AR System servers 143

144 BMC Remedy Action Request System 7.0 Field Name Plug-In Server ARFORK (UNIX only) Server Group Full Text Search Description Logs the events of plug-ins that AR System uses. The default log file name is arplugin.log. For more information about using plug-ins, see the C API Reference guide. On UNIX systems, logs all arforkd activity (a process that reduces the amount of memory an AR System server uses when forking new processes). This file is not subject to the maximum file size specified in the Maximum Log-File Size field. Logs information about server group activity. Records information about the starting and stopping of operations, the evaluation of other servers, and the timing of each event. Logs information about full text search indexer activity. The default log file name is arftindx.log. 6 Specify the level of logging for the plug-in server. Plug-in logging level value Off Severe Warning Info Config Fine Finer Finest All Description No log information printed. Only severe messages are printed. Severe and warning messages are printed Status, severe, and warning messages are printed. Configuration, status, severe, and warning messages are printed. Internal exceptions. Trace logs that log tasks as they are executed within the system. Code-level information. All log information is printed. 7 From the Log-File Creation field, choose one of the following options: Create Backup Creates new log files, and the contents of the previous log files are written to <logname>.bak files. Append to Existing Log files and their contents are preserved, and new information is appended to them. 144 Chapter 5 Configuring servers and clients

145 Configuring 8 From the Client-Side Logging Group list, select the group that will be able to use logging options in AR System clients. Logging options are disabled (grayed out) for users who are not members of this group. For more information about the client logging, see the Optimizing and Troubleshooting guide. 9 In the Maximum Log-File Size field, enter the maximum size (in bytes) for the log file. A value of 0 (the default) specifies no limit. Except for 0, the log file size cannot be set to less than 4096 because that could be the length of one single log line. When the log file reaches the maximum, new information wraps to the top of the file, overwriting the old information. If you do not specify a maximum size limit, you run the risk of running out of disk space on your system. This setting does not apply to the arforkd.log file. 10 Select the logging options. Select the Buffer Logged Lines option to buffer logged lines instead of having them immediately written to disk. Select the Log Per Thread option to create per-thread log files. Selecting these options decreases the impact to AR System performance when logging is enabled. For more information, see the Optimizing and Troubleshooting guide. 11 Click Apply. Configuring AR System servers 145

146 BMC Remedy Action Request System 7.0 Server information Database tab Use the Database tab to view and configure information about the database that you are using. To display and update information about the database 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Database tab. Figure 5-6: Server Information window Database tab The information displayed on this tab varies depending on the relational database you have installed. 146 Chapter 5 Configuring servers and clients

147 Configuring 5 Edit the options, as needed: Field Name Database Type Database Home Description Displays the type of database that the AR System server is using. (For UNIX only) Displays the directory path of the underlying database that the AR System server is using. Database Name Displays the name of the database created for AR System within the underlying database server. Database Version Displays the version of the database that the AR System server is using. Database User Name Database Password Database Configuration File Displays the user name that AR System uses to access the database. (For Sybase, Oracle, Microsoft SQL Server, or DB2 databases only) Enables you to define the password used by AR System for access to the database. The existing password is not displayed. Enter a value in the Database Password field to change the password. The default database password created by AR System is AR#Admin#. If you changed the password and do not remember it, or if you have changed it outside of AR System and need to reflect the change within AR System, log in to the database as the database administrator and change it back to the default. If the encrypted password is in the ar.conf configuration file, delete it from there. Displays the contents of the ardb configuration file used by the advanced AR System feature that appends clauses to the SQL statements that create tables and indexes. For more information about the ardb file, see Appendix B, AR System configuration files. Configuring AR System servers 147

148 BMC Remedy Action Request System 7.0 Field Name Request ID Uses Clustered Index Store CLOB In- Row Description (For Microsoft SQL Server, Sybase, and DB2 databases only) Indicates whether AR System will create the Request ID field as a clustered index to boost performance. By default, the check box is selected. (For Oracle databases only) Defines the Oracle CLOB storage. The default value of this setting is F, and new CLOBs will be out row. If the setting is set to T, all CLOBs to be created are in row. 6 Click Apply. 148 Chapter 5 Configuring servers and clients

149 Configuring Server information Server Ports and Queues tab Use the Server Ports and Queues tab to set server ports and RPC numbers as needed to communicate with other servers, clients, and services on the network. The Server Queue region on this tab allows you to configure server queues and threads as appropriate for your server, taking advantage of the multithreaded design of AR System. Assigning TCP port numbers to AR System servers You assign one TCP port number for the AR System server. All initial contact with the server is through a single port. If you run multiple servers on the same machine, each server must use a unique port. Clients must be configured with the server port number to enable server access without the use of a portmapper. If you do not allow the server to register with a portmapper, you must assign a TCP port number for the AR System server. For more information about configuring clients, see Configuring clients for AR System servers on page 196. 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 one of the following commands at the command-line prompt: UNIX rpcinfo -p Windows netstat -a If you do not check available ports, you might assign port numbers that conflict with other applications, and your servers might not start as expected. Client tools can use ports On UNIX, port numbers within the range are available only for use by the superuser, and many of these numbers are reserved. To set server ports and queues 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Server Ports and Queues tab. Configuring AR System servers 149

150 BMC Remedy Action Request System 7.0 Figure 5-7: Server Information window Server Ports and Queues tab 150 Chapter 5 Configuring servers and clients

151 Configuring 5 Edit the options as needed: Field Name Server TCP/IP Port Distributed Server RPC Program Number Alert Outbound Port Description Defines the TCP/IP port number for the AR System server. Allows clients to have access to the server without a portmapper. When set to zero (0), which is the default, the port is assigned by the portmapper. Note: If you set the Server TCP/IP Port field to a value less than 1024, older clients will not be able to connect. For older clients, choose a value greater than Enabled if you have BMC Remedy Distributed Server Option (DSO). Specifies the default RPC program number for the AR System server queue used by distributed servers. This enables you to direct DSO traffic to private queues. For more information, see the Administering Remedy DSO guide. The specific TCP port to which the server binds when sending alert messages to registered clients. If multiple alert threads are started, the number represents the starting port number in a consecutive range of numbers available for use by the alert threads. If no port number is specified, or if zero (0) is entered, the server is randomly assigned an available port by the portmapper. Configuring AR System servers 151

152 BMC Remedy Action Request System 7.0 Field Name Register with Portmapper Server Queue Description If the check box is: Selected The AR System server and the plug-in server are registered with AR System Portmapper. The server is registered immediately if not previously registered. AR System clients can get the port number of the AR System server and the plug-in server from AR System Portmapper. Cleared The AR System server and the plug-in server are not registered with AR System Portmapper. If the server was previously registered, this option removes the registration. AR System clients cannot get the port number of the AR System server and the plug-in server from the portmapper. If you are running multiple servers on a single machine, you can select the Register with Portmapper option for one server only. Enables you to define server queues specific to your needs. Click the Type column and choose the type of server queue (private, fast, list, or alert) from the list. If you select a private server queue, click the RPC Program Number column to choose an RPC program number from the list. Fast, list, and alert server queues are automatically assigned a default program number. For most types of server queues, you can specify a minimum and maximum number of threads. If you do not specify a number, the system defaults to one minimum and one maximum thread per server queue. For more information, see Defining queues and configuring threads on page Click Apply. 7 Restart the server for the changes to take effect. Note: To change the port number that the AR System server uses when communicating with the plug-in server, you must edit the Plugin-Port option of the ar.cfg (ar.conf) file, and restart the server. For more information, see Plugin-Port 2 on page Chapter 5 Configuring servers and clients

153 Defining queues and configuring threads Configuring All servers include an Admin queue; it is the default server setting and cannot be configured. The Admin queue can have only one thread at any time. When you define additional server queues, AR System automatically assigns corresponding RPC program numbers or provides ranges of RPC program numbers, and you define the minimum and maximum number of threads for each alert, fast, list, and private server queue that you are using. To add server queues and configure threads, perform the following procedure. To add server queues and configure threads 1 In BMC Remedy Administrator, select a server and choose File > Server Information. The Server Information dialog box appears. 2 In the Server Information dialog box, click the Server Ports and Queues tab. Figure 5-8: Entering server queue information 3 In the Server Queue box, click in the Type column. When the list appears, choose a Fast, List, Alert, or Private server. If you select a Fast server, the RPC Program Number is automatically assigned. If you select a List server, the RPC Program Number is automatically assigned. If you select an Alert server, the RPC Program Number is automatically assigned. If an Alert server is not specified, the Alert Queue automatically starts one thread. If you select a Full Text Indexer server, the RPC Program Number is automatically assigned. Configuring AR System servers 153

154 BMC Remedy Action Request System 7.0 If you select a Private server, a list appears in the RPC Program Number column. Choose an RPC program number from the following ranges: , , In the Min Threads field, enter the minimum number of threads that you want started at startup. The default is 1. 5 In the Max Threads field, enter the maximum number of threads that your system will be allowed to start. The default is 1. When all the existing worker threads are in use, the system starts additional threads as needed until the maximum number is reached. These additional threads remain active until the server is rebooted. 6 Click Apply. Note: If you have removed a queue or decreased the maximum number of threads for a queue, restart the server for the changes to take effect. Server information Connection Settings tab The Connection Settings tab enables you to add an extra layer of security by configuring connection settings for the AR System Application Service, the Mid Tier Service, Plug-In Service, and by both remote and local Distributed Servers (if DSO is installed). To set connection settings 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Connection Settings tab. 154 Chapter 5 Configuring servers and clients

155 Configuring Figure 5-9: Server Information window Connection Settings tab 5 Edit the options, as needed: Tab Name Field Name Description Application Service Password Mid-Tier Administration Password Specifies the password that AR System application services (such as AR System Approval Server) will use to access the AR System server. Asterisks in the field indicate that a password has been defined. If you are running a 7.0 server, you must enter a password. Specifies the password that the mid tier will use to access the AR System server. If you are running a 7.0 server, you must enter a password. Configuring AR System servers 155

156 BMC Remedy Action Request System 7.0 Tab Name Field Name Description Proxy server settings for Java VM Used in the Web Services feature when you are configuring a plug-in with Internet access through a proxy server. Enter the following text in this field: -Dhttp.proxySet=true -Dhttp.proxyHost=<host_name> -Dhttp.proxyPort=<port_number> Plug-In Server Local Password Sets a plug-in server password, if applicable. If this option is specified, arplugin will accept connections only from AR System servers that have been configured to use the same password set in the Plug-In Server Target Password field. If this option is not specified, arplugin will accept connections from AR System servers that have not been configured to use a Plug-In Server Target Password. Plugin Default Timeout Target Connection Settings Specifies the number of seconds within which the Plug-in server must respond to the AR System server before an error is returned. Defines the name and port number for the plug-in server. The server name and port number create a unique entry. Therefore, if the user modifies an existing server name or port number, the password will be cleared. If the user chooses to remove the password for a particular entry, the user can specify a server name and port number with no password for that entry. The next time the user displays the table, the entry will not be displayed. 156 Chapter 5 Configuring servers and clients

157 Configuring Tab Name Field Name Description DSO Server Local Password Specifies the password that a DSO server will use to access this AR System server. If you are running a 7.0 server, you must enter a password. Local RPC Program Number Target Connection Settings Specifies the RPC program number that DSO will use to access the AR System server. If you leave the field blank, DSO will access any other user using fast and list queues. You can specify a private queue to define all DSO traffic to use that private queue to isolate the operations of DSO and interactive users. Sets the DSO remote server name and password (if applicable) that the DSO server will use when accessing other AR System servers. If the user modifies the server name, the Password column will be cleared. Enter the information as follows: 1 Enter the remote DSO server name. 2 Enter a password in the Password column. (Leave the password blank if you do not want to specify a password, or if you want to clear the existing password.) 3 Select an RPC program number that will be used when interacting with the specified server (optional). If you leave the field blank, a value of zero will be entered, and access to the server will default to using the fast and list queues. 4 Enter a port number for the specified server (optional). If you leave the field blank, a value of zero will be entered, and the system will use a portmapper on the specified server to locate the AR System server TCP port number. Configuring AR System servers 157

158 BMC Remedy Action Request System 7.0 Tab Name Field Name Description Remote Workflow Local Password Sets a password used to access the current server when workflow from another server references the current server. By defining a password, you require that only workflow defined on another server to access this server must have a password defined. This protects the server from outbound access. Target Connection Settings Sets a workflow password used to access the specified remote server when any workflow references the remote server. If the remote server has specified a workflow password, you must register that server and password, or you cannot access that server through workflow. Note: If you are creating passwords for the Application Service and DSO server, you can set the minimum API version to 9 to make sure that secure 5.1 and above servers cannot communicate with servers running previous AR System versions. For information about setting the API version, see Server information Configuration tab on page Click Apply. 7 Restart the AR System server for the Connection Settings to take effect. 158 Chapter 5 Configuring servers and clients

159 Configuring Server information Currency Types tab Use the Currency Types settings to specify the currency types that are accessible in BMC Remedy Administrator. These currency types (represented by three-character abbreviations such as USD) are stored in the AR System Currency Codes form. The types appearing in the Currency Types tab are those marked as active in the Currency Codes form. When you add or remove currency types in the Server Information dialog box, the AR System configuration file (ar.cfg or ar.conf) is updated with your changes. For more details about currency types, see the Form and Application Objects guide. To set currency types 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Currency Types tab. Configuring AR System servers 159

160 BMC Remedy Action Request System 7.0 Figure 5-10: Server Information window Currency Types tab 160 Chapter 5 Configuring servers and clients

161 Configuring 5 Edit the options, as needed: Group Name Choose Default Allowable Types Choose Default Functional Types Description Allowable currency types are types that are valid entries in a currency field. These currency types are visible in menus or lists in BMC Remedy Administrator and in client screens. From the list in the left column, select a currency type, and click Add. Your selection will be added to the table on the right, which shows the three-character currency type and the default decimal precision level for that currency type. For example, the currency type USD has a default of two decimals of precision. You can modify this precision level by entering a new value in the Precision column. For example, to specify four decimals of precision, enter 4. To remove a currency type, select it and click Remove. You must also specify the functional currencies that will be stored as part of the field value. When a request is submitted that includes a currency value, the server converts that value to a functional currency type and stores it. You must include at least one functional currency type. There is no limit to the number of functional currency types you can specify; however, adding more than five currency types might have an adverse effect on server performance. From the list in the left column, select a functional currency type, and click Add. Your selection will be added to the table on the right, which shows the three-character currency type and the default decimal precision level for that currency type. For example, the currency type USD has a default of two decimals of precision. You can modify this precision level by entering a new value in the Precision column. For example, to specify four decimals of precision, enter 4. To remove a currency type, select it and click Remove. 6 Click Apply. Configuring AR System servers 161

162 BMC Remedy Action Request System 7.0 Server Information External Authentication tab Use the External Authentication tab to specify values for parameters necessary for AR System to authenticate users with external systems. To set external authentication parameters 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the External Authentication tab. Figure 5-11: Server Information window External Authentication tab 162 Chapter 5 Configuring servers and clients

163 Configuring 5 Edit the options, as needed: Group Name Field Name Description External Authentication Server Timeout (seconds) External Authentication Server RPC Program Number RPC Need To Sync Enables an external authentication (AREA) server. The RPC program number for the plug-in service is Entering no value or zero (0) disables authentication using an AREA service, and the AR System server will access the operating system for authentication purposes. Note: You must have an AREA server built and prepared before you set the RPC Socket number here. See the CAPI Reference guide for information. For more information about how to set up an external authentication server, see Configuring a server to use plug-ins on page 197. For information about configuring an AREA LDAP plug-in, see the Integrating with Plug-ins and Third-Party Products guide. Sets the time limit (in seconds) within which the Plug-in server must respond to the AR System server when making external authentication (AREA) calls before an error is returned. If this is set to zero (0), the AR System server uses the default of 30 seconds. Sets the interval for periodically invoking the AREA server s AREANeedToSyncCallback() call. If this option is set to zero (0), the AR System server does not invoke the call to the external authentication server. The default is 300 seconds. For more information about the external authentication server, see Configuring a server to use plug-ins on page 197, and the CAPI Reference guide. Configuring AR System servers 163

164 BMC Remedy Action Request System 7.0 Group Name Field Name Description Authenticate Unregistered Users Ignore Excess Groups Defines how AR System validates a user who has no record in the User form. When a user logs in to AR System, the server attempts to validate the user against registered users (users who are listed in the User form). If a match is found, that user definition and the permissions specified in the matching User record are used. If no match is found, AR System continues to attempt to validate the user or stops the validation process depending on whether this option is selected. If the check box is: Selected, and External Authentication is not configured (Default on UNIX servers) On a UNIX server, AR System searches the /etc/passwd file or NIS password map for a match. If a match is found, the user is considered a valid user (not a guest) of the system. The UNIX group specification from the file or NIS is retrieved, and the user is considered a member of the AR System group whose Group ID matches the UNIX group. On a Windows server, the AR System authenticates to the default domain. The optional authentication string entered by the user when logging in is used as the Windows domain name for authentication purposes. On Windows servers, the user is considered a member of the group whose Group ID is 0. Selected, and External Authentication is configured AR System sends a request to the external authentication server to authenticate the user. If a match is found, the user is considered a valid user (not a guest user) of the system. For more information, see Configuring a server to use plug-ins on page 197. The authentication string entered by the user when logging in is passed to the external authenticator for its use. Cleared (Default on Windows servers)ar System stops the validation process and manages the user as a guest user if Allow Guest Users is enabled. For information about configuring external authentication, see To set server ports and queues on page 149. Enables AR System to authenticate a user when any single LDAP group to which the user belongs matches an AR System group. 164 Chapter 5 Configuring servers and clients

165 Configuring Group Name Field Name Description Cross Ref Blank Password Authenication Chaining Mode Defines how AR System authenticates a user whose User form record has no password. When a user logs in, AR System searches its own database for that user. If the user has a password, the system uses it. If the Password field is empty, and the check box is: Selected AR System attempts to validate the password against one of the following items: An external authenticator if one is configured The password in the Windows server domain The UNIX server s /etc/passwd file Cleared (Default) AR System concludes that an empty password field means that the user has no password. In the Login window, users will see an Authentication field. If your AR System server is running on Windows, the contents of this field are used as a domain name when the server authenticates the user with the operating system. If the server is instead configured to use an external authenticator, the contents of this field are passed to the authenticator. See Setting up an authentication alias on page 116 for more information about authentication aliases. You specify the order in which the different authentication processes are considered at log in. Default Disables authentication chaining. ARS - AREA AR System attempts to authenticate the user using the User form, and then the AREA plug-in. AREA - ARS AR System attempts to authenticate the user using the AREA plug-in, and then the User form. ARS - OS- AREA AR System attempts to authenticate the user using the User form, then Windows or UNIX authentication, and then the AREA plug-in. ARS - AREA - OS AR System attempts to authenticate the user using the User form, then the AREA plug-in, and then Windows or UNIX authentication. Configuring AR System servers 165

166 BMC Remedy Action Request System 7.0 Group Name Field Name Description Group Mapping LDAP Group Name AR Group Name In previous releases of AR System, the names of LDAP groups had to match the names of AR System groups for a user to be authenticated. With AR System 7.0, you can map LDAP groups to AR System groups. You use the Group Mapping table on the External Authentication tab in the Server Information window to map LDAP groups to AR System groups. The name of LDAP group you want to map to the AR group in the same row of the Group Mapping table. The name of AR group you want to map to the LDAP group in the same row of the Group Mapping table. 166 Chapter 5 Configuring servers and clients

167 Configuring Server information Advanced tab Use the Advanced tab to create settings for performance and security. To set advanced options 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Advanced tab. Figure 5-12: Server Information window Advanced tab Configuring AR System servers 167

168 BMC Remedy Action Request System Edit the options as needed: Group Name Field Name Description Maximum Filters for an Operation Maximum Stack of Filters Maximum Line Length in Default Web Path Notifications Web Path Defines the number of filters that can be performed in an operation. The default and recommended number is Increase this number at your own risk only if you reach a limit in your system and you have verified that your workflow is valid. Defines the maximum number of nested filters and filter guides that will execute to prevent recursive actions on the server. The default and recommended number is 25. Increase this number at your own risk only if you reach a limit in your system and you have verified that your workflow is valid. Defines the maximum line length that can be in an . If a single line of the message is over this length, a return is automatically inserted. Limits the line length of s passed through the mail server to protect users from excessively long lines. The default is Defines the base URL to the mid tier and is used by clients such as BMC Remedy Alert and Flashboards. The URL looks like this: Where: host_name is the name of the server (for example, eng.remedy.com). context_path is the URL context path of the AR System application registered with the servlet engine. This is set up during installation. The default value is arsys. If your company has multiple domains, use a fully qualified path name. Defines the URL shortcut that appears in notifications. If this field is left blank, the Default Web Path is used. (The Notifications Web Path field is available because the Default Web Path is specified for other applications like flashboards, and it might be different from the mid tier web path for opening requests in a notification.) If your company has multiple domains, use a fully qualified path name. 168 Chapter 5 Configuring servers and clients

169 Configuring Group Name Field Name Description Security Localized Error Messages Active Link Run Process Directory Active Link Run Process Shell (UNIX servers only) Allow arcache and arreload Localize Server Catalog Form Name Security feature that allows you to define the only directory in which active link processes can execute. If no directory is specified, active link processes can run from any directory. Otherwise, specify which directory the Run Process action can run from, for example, c:\arsys. Security feature that allows you to define which shell is the parent of an active link server process. If no path is specified, administrators can specify any shell. Otherwise, specify which type of shell the Run Process action can use, for example, /bin/csh. If selected, allows the administrator to use the arcache and arreload utilities. For more information, see arcache (arcache.exe) on page 350 and arreload (arreload.exe) on page 354. The default is selected. Allows the administrator to enable or disable localization of the server. If the check box is: Selected The server is localized and is enabled for such tasks as searching entries in localized forms, or using AR System Message Catalog to load the message. Clients are enabled to display localized messages, but clients such as BMC Remedy User still have local catalogs, such as the user.dll. You must select the Localize Server check box to see localized error messages. Cleared (Default) The server is not localized. Such tasks as searching localized forms and the localization of messages are disabled. The server does not make use of the AR System Message Catalog form and messages are shown from the error catalog. The default message is displayed. Displays the name of the form the server uses to resolve error messages when Localize Server is selected. For more information about Localized Error Messages Catalog form, see the Form and Application Objects guide. Configuring AR System servers 169

170 BMC Remedy Action Request System 7.0 Group Name Field Name Description Server Statistics Server Recording Mode Recording Interval (seconds) Specifies how the server records server statistics. Select one of the following options: Off (Default) Do not record server statistics. Cumulative Queue Record a cumulative statistic that is a combination of all the queue statistics. Cumulative and Individual Queue Record a cumulative statistic that is a combination of all the queue statistics as well as statistics of each queue individually. Information is recorded in the Server Statistics form, which is installed when you install AR System. For more information, see the Optimizing and Troubleshooting guide. Defines how often the server records server statistics. The default is 60 seconds. Remember that one (Cumulative Queue) or more (Cumulative and Individual Queue) entries are recorded in the Server Statistics form during each interval. If you have a short interval, many records will be created. This can have an effect on the performance of the system and the size of the database if you configure with too short an interval. 170 Chapter 5 Configuring servers and clients

171 Configuring Group Name Field Name Description Server Group Preference Server Server Group Names If the server belongs to a server group, enter the name of the group in this field. This setting is shared by all servers in the server group. Check Interval Preference Server Option Defines how often the server communicates with other servers in the group. Each server can register its own status, determine if any server is delinquent, establish the parameters needed for sending signals, and determine operational responsibilities. The default is 30 seconds, the minimum value is 10 seconds, and there is no maximum value. This setting is shared by all servers in the server group, and when it is changed, all the AR System servers in the group must be restarted. Select where you want user preferences should be read from. The options are: User Defined The user can choose whether to use a preference server, and this server might or might not be used depending on whether the Centralized Preference forms are defined. Use This Server The user must use a preference server, and this server is an available preference server. Use Other Server The user must use a preference server, and this server is not available as a preference server. This allows the specification that a preference server must be used, but that this one cannot be used for this purpose. 6 Click Apply. Server information Source Control tab Use the Source Control tab to configure source control (SC) within the AR System by creating or selecting SC projects. Administrators can also set the level of SC integration they want, for example, Enforced or Advisory mode. Here you define specific options for your SC system as well as create, add, and open SC projects. How SC is integrated with AR System differs based upon which SC application you use. You will find the SC feature especially helpful in moving applications from development to production. Configuring AR System servers 171

172 BMC Remedy Action Request System 7.0 To use SC with AR System, you must understand the details of your SC application and database. Different SC applications will have slightly different feature sets, creating slightly different implementations with AR System. For specific information, see your SC application documentation. For a detailed discussion on SC issues, see the Integrating with Plug-ins and Third-Party Products guide. Note: You must install and configure your SC system before implementing SC with AR System. The recommended method of SC integration is installing and running the SC client instead of editing paths in the system registry. A correct installation of the SC client must work properly with AR System. When using the SC system, make sure that you have enabled integration and that you have installed the SC clients. To configure source control 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Source Control tab. 172 Chapter 5 Configuring servers and clients

173 Configuring Figure 5-13: Server Information window Source Control tab 5 Edit the options, as needed: Field Name Enable Source Control Integration Description Defines if SC within AR System is activated. If this option is selected, you can configure SC software (for example, Microsoft Visual SourceSafe or PVCS Version Manager) with AR System. Configuring AR System servers 173

174 BMC Remedy Action Request System 7.0 Mode Comments Required in Check In Comments Required in Check Out Provider Name Project Name Sets one of the following modes: Enforced System strictly enforces SC version control on AR System objects; for example, check-out and checkin. Enforced integration causes BMC Remedy Administrator to prompt developers to check out the object when it is modified. If the system is in Enforced mode, you cannot modify and save an object if you do not check it out from SC first. Enforced mode extends also to group permissions and bulk update operations. Developers cannot modify objects if they are not first checked out in SC. Advisory System warns user when SC version control is not satisfied with respect to check-out and check-in, but still allows a developer to update AR System. When a developer checks in an object, the SC system is updated only if BMC Remedy Administrator gets exclusive access to the SC system. If the system is in Advisory mode, you can modify and save an object without having it checked out from the SC and updating the Checked Out To property on AR System server. The system will prompt you with a warning but still allows you to proceed with your modifications. Defines whether comments are needed when checking in system objects. Defines whether comments are needed when checking out system objects. Lists the SC software installed on your system. You can choose different SC software for different projects. Opens a project dialog box to select a project and location to enter into SC. 6 To activate Source Code Control integration in AR System, complete the following steps: a Click the Enable Source Control Integration check box. The SC options in the Source Control tab become activated. b Choose the Enforced or Advisory Mode option to define the level of SC integration you want with AR System. c Choose to add optional check-in or required check-out comments to SC. 174 Chapter 5 Configuring servers and clients

175 Configuring d SC comments can be optional with AR System. However, if you select to have comments required, you must enter them each time you check in or check out an object. From the Provider Name list, choose your SC system. WARNING: Choose an SC system and stay with it. Do not mix SC systems. Otherwise, you run the risk of introducing inconsistencies within the AR System server environment. e Click Browse to create or open an SC project. Depending on which SC application you integrate with AR System, different actions occur. For example: With Microsoft Visual SourceSafe, you must log in to SourceSafe, then open or create a SourceSafe project. With PVCS Version Manager, you create or open an SC project. The contents of the read-only Project Name field provide information used only for internal server processes. The last project opened in the Source Control tab is the current project displayed in the BMC Remedy Administrator client. If you are in an environment with multiple developers, make sure you are all using the correct project. 7 Click Apply. Your settings are saved to the server. They define the current information for all AR System administrators and AR System application developers connected to the system. You can use the SC features as needed. When you create an SC project in AR System, you can check into SC any object that appears in the New Server Object dialog box of BMC Remedy Administrator, except for distributed pools, distributed mappings, and groups. Configuring AR System servers 175

176 BMC Remedy Action Request System 7.0 Server information Server Events tab Use the Server Events tab to select the server activities that you want to log. When you select specific server events, those events are logged in to the Server Events form, thereby making server-related changes available to workflow and API programs. For information about the Server Events form, viewing recorded server events, and using server events in workflow, see Chapter E, Working with the Server Events form. To set options for server events 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Click the Server Events tab. Figure 5-14: Server Information window Server Events tab 176 Chapter 5 Configuring servers and clients

177 Configuring 5 Edit the options, as needed: Group Name Field Name Description Server Event Type Server Events Form Specifies the name of the form that is populated with information about specific server events. AR System automatically generates this form, and the form is defined from a unique combination of AR System reserved fields. Only one Server Events form per server is allowed. The default name is Server Events; you can rename the form, as needed. Server Cache Changes Determines the objects for which changes are recorded in the Server Events form. Select the check box next to any of the following events to log changes to these objects: Active Link Container Escalation Field Filter Import Menu Form View User/Group Changes Server Setting Changes Alert Client Registration Archive Server Group Actions Determines whether to log additions, modifications, or deletions to Users or Groups in the User or Group form, or any user or group changes using the access control utilities arcache and arreload. Changes will be recorded in the Server Events form. Determines if an entry is created in the Server Events form as a result of the ARSetServerInfo call. Determines if an entry is created in the Server Events form as a result of BMC Remedy Alert logs to the AR System server. Determines if an entry is created in the Server Events form as a result of archiving data to an archive form. Determines if an entry is created in the Server Events form as a result of server group activities. 6 Click Apply. Configuring AR System servers 177

178 BMC Remedy Action Request System 7.0 Configuring a server for development or production cache mode There are two cache modes that you can set for your server operation, development cache mode and production cache mode. Production mode is the default and is appropriate where there are a large number of application users. In development mode, the admin thread for API calls does not copy the cache but locks incoming threads out of the existing cache and waits for threads currently using the cache to complete their operations before performing changes. The thread will not release the cache until the end of the API call. No time is spent copying the cache so operations have a smaller memory footprint and are performed faster than in production mode. Development mode is intended for servers whose main purpose is application development. It is unsuitable for servers with a large number of application users in a production environment because the operations of those users will be blocked when forms and workflow are changed, especially when many structures are changed, such as when importing an application. You must restart the AR System when both setting and clearing the development cache mode. To set development cache mode 1 Open the server window. 2 Select a server to administer. 3 Choose File > Server Information. 4 Select the Configuration tab. 5 Select the Development Cache Mode check box. 6 Restart the AR System server for this setting to take effect. If your server has been set to development mode and you want to reset it to production mode, use the following procedure. To set production cache mode 1 Open the server window. 2 Select a server to administer. 178 Chapter 5 Configuring servers and clients

179 Configuring 3 Choose File > Server Information. 4 Select the Configuration tab. 5 Clear the Development Cache Mode check box. 6 Restart the AR System server for this setting to take effect. Configuring multiple servers You can configure multiple servers to run on a single host machine. You can also configure multiple servers on independent host machines to access the same database. These distinct features are discussed in the following sections. To learn more about installing multiple servers, see the Installing guide. Important: Server group functionality is not supported for multiple servers on one machine. Configuring multiple servers on one machine The ability to run multiple servers on a single host machine offers the following advantages: It provides a cost-effective solution by allowing you to support more customers with less hardware. It enables mutually exclusive groups of users to access separate AR System servers on a single host machine. It provides the option to use a single high-end system for production, development, and test. Each server connects to a different database, as shown in Figure 5-15, and each server must have a separate license. Configuring multiple servers 179

180 BMC Remedy Action Request System 7.0 Figure 5-15: Configuring multiple servers on one machine Host Server Server For more information about licensing, see the Installing guide. Additional servers are installed the same way you install your original AR System server. You must run the AR System server installer again for each additional server you want to run on the host machine. For information about installing servers, see the Installing guide. The following information highlights the configuration parameters necessary to support multiple servers on one machine. While you might have configured these parameters during installation, the steps are noted here for verification and troubleshooting purposes. Before assigning port numbers, remember these tips: Only one server can be registered with a portmapper if you are configuring multiple servers to run on one machine. You must assign unique port numbers for each server. Do not assign port numbers that conflict with port numbers used by other applications or other programs running on your system. You can find out which port numbers are already registered by using the rpcinfo -p command (UNIX) or the netstat -a command (Windows) 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. 180 Chapter 5 Configuring servers and clients

181 Configuring On UNIX, port numbers within the range are only available for use by the superuser, and many of these numbers are reserved. Client tools can use ports To assign port numbers using BMC Remedy Administrator 1 Log in to each server using BMC Remedy Administrator. 2 Select the server, and choose File > Server Information. The Server Information dialog box appears. 3 Click the Server Ports and Queues tab. 4 In the Server TCP/IP Port field, enter the number that you want to use for the server port. See Server information Server Ports and Queues tab on page 149 for more information. 5 Select the Register with Portmapper check box as appropriate to determine the Portmapper option. 6 For every server, manually set the Multiple-ARSystem-Servers option to True in the ar.cfg file or ar.conf file. For general information about the files or for specific information about this particular option, see Appendix B, AR System configuration files. 7 Click Apply. 8 Restart the server for the changes to take effect. Note: To change the port number that the AR System server uses when communicating with the plug-in server, edit the Plugin-Port option of the ar.cfg (ar.conf) file, and restart the server. For more information, see Plugin-Port 2 on page 332. Configuring multiple servers to access the same database The ability to configure multiple servers to share the same AR System database, as shown in Figure 5-16, offers the following advantages: It enables you to use multiple servers to access multiple applications from a single high-performance database sharing the same data. It gives you one point of database management. Configuring multiple servers 181

182 BMC Remedy Action Request System 7.0 It provides easy backup and replication at the database level. It increases scalability by increasing the bandwidth that can be applied to a single data set. Figure 5-16: Multiple servers accessing the same AR system database Host Host Host Server Server During installation, you will be prompted to specify a database for each server as well as database login information and database settings. You will want to specify the same information for each case, making sure you choose the upgrade option for the second and subsequent servers. For more information about installing multiple servers, see the Installing guide. The following procedure highlights configuration options that are available to protect your data when running multiple servers against the same database. 182 Chapter 5 Configuring servers and clients

183 Configuring multiple servers to access the same database Configuring When running multiple servers against a single database, you can configure the following options to protect your data: Disable Administrator Operations Disabling administrator operations (such as CreateSchema, SetSchema, and CreateField) is necessary when you run multiple servers against the same database. To prevent more than one server from updating a form when another server is using that form, you can disable administrator operations in the Server Information dialog box, Configuration tab. Only one AR System server in this configuration should have administrator operations enabled. Disable Escalations To prevent workflow conflicts between multiple servers that are attached to the same database, you can disable escalations. Only one AR System server in this configuration should have escalations enabled. Disable Archive To prevent workflow conflicts between multiple servers that are attached to the same database, you can disable archiving. Only one AR System server in this configuration should have archiving enabled. Note: If a specific server is a member of a server group, the settings for Disable Archive, Disable Admin Operations, and Disable Escalations are ignored for that server. Server Groups If the servers are designated as members of a server group, they self-regulate. You can configure the servers in the AR System Server Group Operation Ranking form to choose preferences for which server owns the operations.they self-regulate to make sure that only one server performs an operation. See Running servers as part of a group on page 185. The server group functionality is not supported when multiple servers are installed on the same machine. Configuring multiple servers 183

184 BMC Remedy Action Request System 7.0 Server Events Record server events such as cache changes, user and group changes, and alert client registrations. A filter that uses the arsignal utility executes upon cache, user, and group changes, and notifies other servers to reload their cache. A filter that executes upon Alert client registration notifies other servers to update their internal Alert user information. If the servers are designated as members of a server group, server events do not need to be recorded. You need to disable these options on all but one server in the set of servers accessing the same database. Only one server needs to perform administrator operations and perform escalations. This server must have filters applied to its server events form when using the arsignal utility to notify the other servers of changes to the cache. For more information about arsignal, see arsignal (arsignal.exe) on page 356. To configure BMC Remedy Alert to work in this environment, you must create a filter to notify all other AR System servers in the cluster of alert registration events. An alert registration event occurs when a BMC Remedy Alert tool logs in to an AR System server. The filter you must create will execute a Run Process that uses the arsignal utility to notify other AR System servers of the registration event. Without this filter, other AR System servers in the cluster would be unaware of these registration events. To enable BMC Remedy Alert to recognize all the AR System servers in the cluster, version 5.1 or higher of BMC Remedy Alert must be used. In addition, the AR System server IP addresses must be mapped to each other. For example, if you have three AR System servers A, B, and C in the cluster, add the following lines to the ar.conf (ar.cfg) file for server A: Map-IP-Address <Server_B_IP_Address> <Server_A_IP_Address> Map-IP-Address <Server_C_IP_Address> <Server_A_IP_Address> To configure options for multiple servers accessing the same database 1 Open a server window. 2 Select the appropriate server in the Server Window. 3 Choose File > Server Information from the menu bar. 4 Click the Configuration tab. 5 Decide which server in the set will perform administrator operations. a Enable Administrator Operations on this server. b Configure your system to notify companion servers of structure changes. 184 Chapter 5 Configuring servers and clients

185 c Configuring Enable the required server events in the Server Events tab of the Server Information dialog box. 6 For companion servers, perform the following steps: a Disable Administrator Operation. All Administrator operations with the exception of logging and setting ports will be disabled. See Server information Configuration tab on page 132 for more information. b Disable all the server events in the Server Events tab of the Server information dialog box. 7 Decide which server in the set will perform Archive or Escalation functions. a For this server, enable the required function. b For companion servers, disable the required function. These functions will not be disabled until you restart the server. See Server information Configuration tab on page 132 for more information. Running servers as part of a group You can create a server group to manage servers collectively. A server group consists of two or more servers designated as part of a server group that share the same database. Servers that belong to the same group can share floating licenses and provide backup for a set of operations that is allowed to run on only one server at a time. Critical operations have greater availability because you can configure any server in the group to back up another server s operations. Important: Server group functionality is not supported for multiple servers on one machine. Servers in a group can back up the following operations: Administration Approval Server Archive Assignment Engine Business Rules Engine Configuring multiple servers 185

186 BMC Remedy Action Request System 7.0 DSO BMC Remedy Engine Escalation Flashboards To configure server groups, you must complete the following tasks: Step 1 Step 2 Install the initial server with the database. For subsequent servers, choose the same database when installing the servers in a server group, and select the Share database option. See Installing servers as members of a server group on page 187. Step 3 License the servers appropriately. See Licensing server groups on page 187. Step 4 In BMC Remedy Administrator, designate: Server membership for each server in the group. See To specify a server as a member of a group on page 187. A server group name. See To set the server group name on page 188. The time interval that servers use to check whether another server is still online, known as the check interval. See To set the server check interval on page 188. (Optional) A log file to record server group activity. See To set the server group log file on page 189. (Optional) Whether you want server group activity to be recorded in the Server Events form. See To log server group activity in the Server Events form on page 190. Step 5 In BMC Remedy User, determine the settings for individual servers in the group. See AR System Server Group Operation Ranking form on page 191 and To designate server settings in BMC Remedy User on page 191. Use the following procedures to perform these server group tasks. 186 Chapter 5 Configuring servers and clients

187 Installing servers as members of a server group Configuring To install servers as members of a server group, during installation, choose the Share option: For UNIX, enter the s option at the appropriate prompt to share a database. For Windows, select the Share option in the Existing Database dialog box. If you do not select the Share option for a server at installation and subsequently want to make that server a member of a server group, modify the ar.conf (ar.cfg) file to point the server to the database used for the server group. Licensing server groups The following license types have special considerations for server groups: User floating licenses Application floating licenses Each server group is issued a set of licenses that is specific to the server group. Each individual license is for a specific server, but has a group tag that associates it with a server group. The number of floating licenses must be the same on each server in the server group. Any server that is a member of a group will only accept licenses that have the tag for that group; a server that is not a member of the group will not accept a license that has a server group tag. Each time a user seeks a license from a server that belongs to a server group, it triggers a system check to see how many licenses the group has available and how many are currently in use. A license is granted to the user only if the number of licenses for the server group as a whole is not exceeded. A user accessing multiple servers in the server group will use only one license. To specify a server as a member of a group 1 Log in to BMC Remedy Administrator. 2 Select the appropriate server in the Server Window. 3 Open the Server Information dialog box (File > Server information). 4 Click the Configuration tab. Figure 5-17: Server Group Member selection in the Server Information dialog box, Configuring multiple servers 187

188 BMC Remedy Action Request System 7.0 Configuration tab 5 Select the Server Group Member check box. 6 Click OK to close the Server Information dialog box. 7 Restart the AR System server for the change to take effect. To set the server group name 1 Log in to BMC Remedy Administrator. 2 Select the appropriate server in the Server Window. 3 Open the Server Information dialog box (File > Server information). 4 Click the Advanced tab. Figure 5-18: Setting the server group name in the Server Information dialog box 5 In the Server Group Name field, enter the name of the group to which the server belongs. This can be any name of your choice; make sure that you use the same name when tagging the floating licenses. Names can be as long as 80 characters, including spaces, and must have no special characters. You can include double-byte characters, but avoid using numbers at the beginning of the name. 6 Click OK to close the Server Information dialog box. To set the server check interval 1 Log in to BMC Remedy Administrator. 2 Select the appropriate server in the Server Window. 188 Chapter 5 Configuring servers and clients

189 Configuring 3 Open the Server Information dialog box (File > Server information). 4 Click the Advanced tab. Figure 5-19: Setting the check interval in the Server Information dialog box 5 In the Check Interval field, enter how often you want the server to check the status of other servers in the group. The default check interval is 30 seconds, the minimum value is 10 seconds, and there is no maximum value. If you change this value after a server group is running, you must restart all the AR System servers. The information shared between servers in the group includes: The current server s own status. Whether any server is delinquent. The parameters needed for sending signals. Information about operational responsibilities. For an explanation of delinquency and rankings, see To designate server settings in BMC Remedy User on page Click OK to close the Server Information dialog box. To set the server group log file Information tracked in the log file includes the starting and stopping of operations, the evaluation of other servers, and the timing of each event. 1 Log in to BMC Remedy Administrator. 2 Select the appropriate server in the Server Window. 3 Open the Server Information dialog box (File > Server information). 4 Click the Log Files tab. Figure 5-20: Server Group entry in the Server Information dialog box, Logging tab 5 Select the Server Group check box. Configuring multiple servers 189

190 BMC Remedy Action Request System Enter a path to the log file if you do not want to use the default. 7 Click OK to close the Server Information dialog box. To log server group activity in the Server Events form 1 Log in to BMC Remedy Administrator. 2 Select the appropriate server in the Server Window. 3 Open the Server Information dialog box (File > Server information). 4 Click the Server Events tab. Figure 5-21: Server Group entry in the Server Information dialog box, Server Events tab 5 Select the Server Group Actions check box. 6 Click OK to close the Server Information dialog box. For more information about server group settings in the Server Information dialog box, see the following sections: Server information Configuration tab on page 132 Server information Advanced tab on page 167 Server information Log Files tab on page 141 Server information Server Events tab on page 176 Establishing a server name for the servers in a server group By default, a server in a server group uses a fully qualified server name with domain to identify itself, for example, myserver.remedy.com. Other servers in the group use this name to communicate. You can change the name by adding the following line to the server s configuration file: Server-Connect-Name: myservername This name must be resolvable by DNS and is used exactly as specified. If a common server alias is specified, you must set this configuration option. See Server-Connect-Name 2 on page Chapter 5 Configuring servers and clients

191 Configuring If you change the name of one of the servers in a server group after the server is established as a member, remove all references to the previous server name. See To remove a server from a server group or to remove all references to an old server name on page 193. AR System Server Group Operation Ranking form The AR System Server Group Operation Ranking form is automatically created when you specify a server as a member of a group and restart the AR System server. This form is created only one time, when the first server is specified as a group member and the server is restarted. When the form is created, it is populated with default entries. For the first server in a server group, the default entries establish that server as the first choice for operation ownership for each operation. Subsequent servers have default entries with a null ranking that serve as placeholders for easy modification. Default entries for operations that do not run in your environment should be removed or have a null ranking. If an operation requires a license and the license is not present, no default entry will be created for that operation. Figure 5-22: AR System Server Group Operation Ranking form To designate server settings in BMC Remedy User 1 Log in to BMC Remedy User. 2 Open a new AR System Server Group Operation Ranking form. Make sure that you review the existing default entries in the AR System Server Group Operation Ranking form before creating new ones. Configuring multiple servers 191

192 BMC Remedy Action Request System In the Operation field, select the operation for which you want to determine the settings. 4 In the Server field, enter or select the name of the server. All servers that are members of the server group will be listed in the menu. When adding entries for servers not already in the group, enter the fully qualified server name or the name that was established in the configuration file. See Establishing a server name for the servers in a server group on page In the Rank field, enter the ranking for the specified operation for the server. The servers for any one operation are ranked lowest to highest; a value of 1 indicates the server that will be chosen first to perform the operation. Ranking numbers do not need to be consecutive, but avoid duplicate numbers. A value of null will result in the server ignoring the entry. If an operation has no server designated with a valid rank, it will not run on any of the servers in the group. 6 Enter a delinquent threshold value for the server. The delinquent threshold is the number of times the specified server has not reported its status before the next server in the ranking takes responsibility for the operation. The interval time is set in BMC Remedy Administrator in the Advanced tab of the Server Information dialog box. 7 Save the AR System Server Group Operation Ranking form. 8 Restart the AR System server for the change to take effect. Note: When specifying Approval Server or Business Rules Engine operations, give these the same ranking as the Administration operation. These operations need to run on the same AR System server as the Administration operation. For example, if you select Administration in the Operation field and 2 in the Rank field on the AR System Server Group Operation Ranking form on the witherspoon.remedy.com server, make sure to select Approval Server in the Operation field and 2 in the Rank field using the same form on the same server. 192 Chapter 5 Configuring servers and clients

193 Configuring To remove a server from a server group or to remove all references to an old server name 1 For removing a server only In the Configuration tab of the Server Information dialog box, clear the Server Group Member check box. 2 Remove all the entries for the server name in the AR System Server Group Operation Ranking form. 3 Restart one of the servers in the server group. The server that you restarted will remove all the server group references for a server that does not have any ranking entries. Choosing a method for server group signaling By default, a server in a server group notifies other members of the group of activities using a combination of the ARSignal utility and information posted in the database. Alert user registration and application activity (for example, DSO) are communicated with ARSignal; all other activity such as form changes, escalation time changes, and user changes are communicated with database postings. The database method is preferred because it reduces server activity when definition changes are communicated between servers. You can, however, choose the ARSignal method for all types of activity. With this method, other servers are notified of changes immediately, and there is no delay in resynchronization or updating definitions. To set the ARSignal communication option, add the following line to the server s configuration file: Server-Group-Signal-Option: T You can set this option for each server in the server group independently. You should set all servers to use the same method. See also Server- Group-Signal-Option 2 on page 336. Server group communication with BMC Remedy Engine If the port number (RMIPort) for administration in BMC Remedy Engine is changed from the default, set the AR System server configuration in ar.cfg or ar.conf to the same port number. This enables the server to communicate administration information to BMC Remedy Engine during server group processing. Configuring multiple servers 193

194 BMC Remedy Action Request System 7.0 The syntax is as follows: Server-Group- -Admin-Port: 2020 Server group communication with BMC Remedy Flashboards If the port number (RMIRegistryPort) for flashboards administration in the Flashboards server is changed from the default, set the AR System server configuration in ar.cfg or ar.conf to the same port number. This enables the server to communicate flashboards administration information to the Flashboards server during server group processing. The syntax is as follows: Server-Group-Flashboards-Admin-Port: 2021 Running a stand-alone AR System server on Windows On Windows, you can run a stand-alone AR System server, which is disconnected from the network (for example, on a laptop computer). To run a stand-alone AR System server 1 Open the C:\WINNT\system32\drivers\etc\hosts file (or the drive on which Windows server is installed). 2 Enter the following alias entry: <IPAddress> <local_host_name>.<domain_name> <local_host_name> For example: coyote.acme.com coyote Many configurations of Windows require you to remove all DNS servers when running as a stand-alone server. This avoids long pauses caused by the Windows networking software trying to communicate with the network during AR System interaction. Write down what you removed so that you can add it back when reconnecting to the network. 3 Save the file. 4 Shut down and restart the system. The AR System server will now also function when disconnected from the network. 194 Chapter 5 Configuring servers and clients

195 Configuring Configuring firewalls with AR System servers This section describes the connections required to connect to an AR System server through a firewall, without using a portmapper. A firewall is a security system that acts as a protective boundary between a network and the outside world. In the following figure, the BMC Remedy User client connects to a specific port of the AR System server. When the user makes a request of the AR System server, the response is returned on the same TCP connection that makes the request. (BMC Remedy Administrator and BMC Remedy User use the same port to talk to the AR System server; therefore, they are configured the same way for firewalls.) When the AR System server determines an alert is required, it sends the alert message to BMC Remedy Alert using TCP on the outbound port specified in the configuration, as shown in Figure For more information about setting ports, see Server information Server Ports and Queues tab on page 149. Figure 5-23: Transmitting through a firewall Firewall Remedy User AR System server Remedy Alert ALERT Outbound Port Inbound Port TCP Call Configuring firewalls with AR System servers 195

196 BMC Remedy Action Request System 7.0 To enable these connections through the firewall, the AR System server and the client must be configured to communicate on the proper ports: AR System server The AR System administrator assigns a specific port number in the Server TCP/IP Port box as described in Assigning TCP port numbers to AR System servers on page 149. Client The administrator or user configures the Advanced Server Properties in the Accounts dialog box as described in To configure Windows clients to avoid using a portmapper on page 196. This informs the clients of the location on the firewall through which they can connect to AR System servers. Configuring clients for AR System servers When servers are configured to run on specific TCP ports, the clients need to be configured to match. Important: The specifics of your firewall configuration vary from manufacturer to manufacturer. Ask the network and security professionals at your company for more information. For more information about TCP port numbers, see Assigning TCP port numbers to AR System servers on page 149. To access private AR System queues, client machines must either set the appropriate RPC and TCP values in the Accounts dialog box, or have the ARRPC and ARTCPPORT environment variables set. Port 111 is used for Portmapper, and it can be blocked for requests coming through the firewall. Internal requests are be affected by this rule since Register-With- Portmapper: T is the default configuration setting of the portmapper. The BMC Remedy User accounts list should have the port number entered for the AR System server. See the discussion in Configuring a server to use plugins on page 197. You can set these ports in the Advanced Server Properties of the Accounts dialog box as the following section explains. To configure Windows clients to avoid using a portmapper 1 In BMC Remedy User, choose Tools > Account to open the Account dialog box. 196 Chapter 5 Configuring servers and clients

197 Configuring Figure 5-24: Account dialog box Advanced Server Properties check box 2 Select the Advanced Server Properties check box to view the advanced port columns. Otherwise, you see only the first two columns. 3 Click in one of the following columns and type the port number or the private server number to which you want to connect: TCP Represents the port number of the specified AR System server. RPC Represents the program number of a private server, if you are using one. 4 Click OK. 5 Log in again to activate these changes. Configuring a server to use plug-ins You might want to use plug-ins for: AR System database connectivity (ARDBC) Used to create an AR System vendor form to access external data. For information about vendor forms, see the Integrating with Plug-ins and Third-Party Products guide. AR System external authentication (AREA) Used to resolve user accounts against directory services. AR System filters (ARF) Used to make a call from workflow to external services, and capture returned data. Configuring a server to use plug-ins 197

198 BMC Remedy Action Request System 7.0 The AR System supports the plug-in service and API, but if you have problems with a specific plug-in, contact the plug-in service provider for assistance. For more information about creating ARDBC, AREA, or ARF plug-ins, see the Integrating with Plug-ins and Third-Party Products guide and the CAPI Reference guide. To configure a server to use plug-ins 1 Modify the following settings in the ar.conf file (on UNIX) or the ar.cfg file (on Windows): Plugin (page 329) Number of threads, for example: Plugin-ARDBC-Threads (page 330) Plugin-AREA-Threads (page 330) Plugin-Filter-API-Threads (page 330) Plugin-Log-Level (page 331) Plugin-Port (page 332) Server-Plugin-Alias (page 337) Server-Plugin-Default-Timeout (page 337) These settings are described in Appendix B, AR System configuration files. 2 Modify the plug-in target password (page 154). 3 Modify the plug-in log file settings (page 141). 198 Chapter 5 Configuring servers and clients

199 Configuring Configuring the AR System server for external authentication (AREA) After you have installed an AREA plug-in, you can set up the AR System server to use external authentication. Users can be authenticated externally in three ways. (Two of the three authentication methods use the authentication string described in the CAPI Reference guide. See also Setting up an authentication alias on page 116.) Depending on your system and configuration, users can be authenticated: To the operating system (UNIX only) The AR System server authenticates to the operating system. Currently, the authentication string has no effect when authenticating to a UNIX operating system. To the server domain (Windows) The AR System server authenticates to the Windows server domain. If a value has been entered in the Authentication String field, that value will be used as the domain name to which the AR System server will authenticate. To the AREA service If you have configured external authentication to an AREA service, the user name, password, and authentication values entered will be provided to the AREA service. Before configuring external authentication for an AREA service, you must configure your server to use plug-ins, as described in Configuring a server to use plug-ins on page 197. You must also start the plug-in service, as described in Appendix C, AR System server components and external utilities. After the service is started, you must set up the server for external authentication as described in the following procedure. Configuring the AR System server for external authentication (AREA) 199

200 BMC Remedy Action Request System 7.0 To configure the AR System server for external authentication 1 In BMC Remedy Administrator, select a server, open the Server Information dialog box, and then click the External Authentication tab. 2 To enable authentication using an AREA service, set the External Authentication Server RPC Program Number to Entering enables authentication using an AREA service. Entering no value or zero (0) disables authentication using an AREA service. If you enter zero, the AR System server makes no attempt to communicate with the AREA server. 3 Set the RPC and SYNC time-outs for External Authentication. External Authentication Timeout (seconds) is the amount of time within which the AREA server must respond to a call from the Plug-in server before an error is returned. The options are: RPC Used when making calls to the AREA server. If set to zero (0), the AR System server will not invoke the call to the external authentication server. The default is 30 seconds. Need To Sync The interval for periodically invoking the AREA server s AREANeedToSyncCallback() call. If set to zero (0), the AR System server will not invoke the call to the external authentication server. The default is 300 seconds. 4 Select one or both of the following settings: Authenticate Unregistered Users Specifies that all users in the User form can log in and be authenticated internally; users not in the form will be authenticated externally. If this option is cleared, AR System stops the validation process and manages the user as a guest user. Cross Ref Blank Password Specifies that all users in the User form can log in and be authenticated externally if the Password field in the form is left blank for that user. If Cross Ref Blank Password is cleared, a blank Password field in the User form is treated as no password for that user. 5 Optionally, specify an authentication chaining mode. Mode Off ARS - AREA Description Disables authentication chaining. AR System attempts to authenticate the user using the User form, and then the AREA plug-in. 200 Chapter 5 Configuring servers and clients

201 Configuring Mode AREA - ARS ARS - OS- AREA ARS - AREA - OS Description AR System attempts to authenticate the user using the AREA plug-in, and then the User form. AR System attempts to authenticate the user using the User form, then Windows or UNIX authentication, and then the AREA plug-in. AR System attempts to authenticate the user using the User form, then the AREA plug-in, and then Windows or UNIX authentication. Note: For more information about authentication options, see Integrating with Plug-ins and Third-Party Products guide. 6 Specify Group Mapping options: Ignore Excess Groups Specifies that authentication requires that, for a given user, at least one LDAP group must match an AR System group (not all groups must match). The non-matching groups will be ignored. If this option is cleared, authentication occurs only when each LDAP group matches an AR System group. Group Mapping Specifies mappings between LDAP groups and AR System groups. This eliminates the need for one-to-one matches between LDAP and AR System groups. If you do not map groups, each LDAP group must have an exact AR System group match. Tip: For maximum benefit, use Ignore Excess Groups and Group Mapping together. 7 Save your settings. The settings you specify persist across server restarts. Configuring the AR System server for external authentication (AREA) 201

202 BMC Remedy Action Request System 7.0 Configuring a mail server To configure a server to process requests sent through and to send notifications on Windows 1 Install BMC Remedy Engine. 2 Configure the AR System server for use with BMC Remedy Engine. 3 Set up for requests and searches. This includes the following tasks: a Establish an address. b Set up the mail server. c d Configure additional mailboxes to be used in your organization. Start the mail process. 4 Configure for notifications by creating a notification mailbox. For more information about installing BMC Remedy Engine, see the Installing guide. For information about configuring BMC Remedy Engine, see the Administering BMC Remedy Engine guide. Configuring a server for alerts To enable users to receive alerts from the server through BMC Remedy Alert, you need to configure your server. The earlier Notification Server command-line configuration options are not available in AR System 5.0 or later. To configure your server for alerts, use BMC Remedy Administrator as described in the following procedure. To configure a server to send alerts 1 In BMC Remedy Administrator, select the server you want to configure, and open the Server Information dialog box. 2 Click the Server Ports and Queues tab, and perform the following steps: a In the Alert Outbound Port field, enter the port number that the server will use when sending alerts. If you enter zero (0), the server will use random port selection. 202 Chapter 5 Configuring servers and clients

203 Configuring b Configure the Alert queue to adjust the minimum and maximum threads. For more information, see Server information Server Ports and Queues tab on page Click the Timeouts tab, and in the Alert Send Timeout (seconds) field, enter the number of seconds the server will wait during connection attempts before timing out. 4 Click the Configuration tab, and perform the following steps: a Select the Verify Alert Users check box to have the server verify at boot-up time that each of the users it thinks is registered is still running and listening for alert messages. b Select the Disable Alerts check box to have the server refrain from sending alert messages when alert events are entered into the system. 5 If you want the server to translate IP addresses before sending alert messages to users, edit the Map-IP-Address option in the ar.conf file, see Map-IP- Address 2 on page 326. The AR System Server Administration plug-in allows you to view and modify the same AR System server information you would typically see in BMC Remedy Administrator using AR System forms you access from BMC Remedy User or from BMC Remedy Mid Tier. This document contains the following sections: Important: The AR System server on which this plug-in is installed must be licensed. Configuring a server for alerts 203

204 BMC Remedy Action Request System 7.0 Configuring and using the AR System Server Administration plug-in The AR System Server Administration plug-in consists of a library file and a deployable application. It is installed as part of the AR System server installation. This section discusses configuring your AR System server to use the Server Administration application and administering your AR System server from AR System clients. Configuring AR System to use the Server Administration application By default, deployable applications are imported in the Maintenance state. When an application is in the Maintenance state, only members of the Administrator group have permissions to use it. Before you change an deployable application s state from Maintenance to Test or Production, you must map groups to roles to give users access to the application. There are two roles defined in the AR System Administration application: The AR System Admin Server Manager role is applied to the Server Information form and the Delete Licenses button on the Add/Remove Licenses form. Only users who belong to groups mapped to this role will have access to these items. The AR System Admin User Manager role is applied to Manage User Licenses form. Only users who belong to groups mapped to this role will have access to this form. For more information about roles, groups, and application states, see the Form and Application Objects guide. Administering your server from AR System clients You use the AR System Administration Console form to administer your AR System server from an AR System client. To administer your server 1 Open BMC Remedy User or BMC Remedy Mid Tier. 204 Chapter 5 Configuring servers and clients

205 Configuring 2 Open the AR System Administration: Console form. The AR System Administration: Console form displays links to various administration forms. Figure 5-25: AR System Administration Console 3 Click one of the following options: (Under General area) Server Information to display the Server Information form. See Server Information form on page 205. (Under General area) Add/Remove licenses to display the Add/Remove Licenses form. See Add/Remove Licenses Form on page 208. (Under Application area) License Review to display the Manage User Licenses form. See Manage User Licenses Form on page 209. Note: The other links on this form are to forms that are already present in your environment. The console provides a single location from which you can access all the system forms in your environment. Server Information form When you click the Server Information button on the AR System Administration: Console, the Server Information form appears. Configuring and using the AR System Server Administration plug-in 205

206 BMC Remedy Action Request System 7.0 Figure 5-26: Server Information form The Server Information form contains the same tabs and fields and functions the same as the BMC Remedy Administrator Server Information window. See the Configuring AR System guide for more information. Server Information form usage notes This section provides notes on how to use the Server Information form. Changing your server name alias If you change your server name alias, make sure you supply the alias to the DNS or enter the alias name in your hosts file. Otherwise, your AR System server will not be able to connect to the plug-in server. Specifying a password in a table The edit masked option is not supported in tables on forms. Therefore, when you type a new Password in the Password column in the tables on the Connection Settings tab, they will be visible. Saved passwords will display as masked. You can, however, type a masked password in any password character fields. Adding new entries to tables To add a new entry in a table, you need only click in the empty space below the last entry in the table and enter your data. 206 Chapter 5 Configuring servers and clients

207 Changing the number of rows in tables Configuring By default, there are 10 rows available in these tables, including any rows already filled in. You can add more empty rows to a table by modifying the table qualification RequestID = xxx, where xxx is the number of rows you want in your table. For example, see the table Selected Allowable Currencies on the Currency Types tab. This table has been modified to have 20 rows by default. Figure 5-27: Server Information changing the number of table rows Specifying source control information On the Source Control tab, you cannot select a provider name or browse for a project name. You must type these values in their respective fields. If you need to use the select or browse capabilities, use BMC Remedy Administrator. Configuring and using the AR System Server Administration plug-in 207

208 BMC Remedy Action Request System 7.0 Figure 5-28: Server Information source control information Type source control information here. Add/Remove Licenses Form When you click the Add/Remove Licenses button on the AR System Administration Console, the Add/Remove Licenses form appears. 208 Chapter 5 Configuring servers and clients

209 Configuring Figure 5-29: Add/Remove Licenses form The Add/Remove Licenses form contains the same tabs and fields and functions the same as the Add/Remove Licenses dialog box in BMC Remedy Administrator. Add/Remove Licenses form usage notes When you are adding a new licence and you specify a date in the Issue Date or Expire Date fields, use the AR System format appropriate for your locale. Manage User Licenses Form When you select License Review under the Application section in the AR System Administration Console, the Manage User Licenses form appears. Configuring and using the AR System Server Administration plug-in 209

210 BMC Remedy Action Request System 7.0 Figure 5-30: Manage User Licenses form The Manage User Licenses form contains the same fields and functions the same as the Manage User Licenses dialog box in BMC Remedy Administrator. 210 Chapter 5 Configuring servers and clients

211 Chapter 6 Working with the alert system The alert system engages when a filter or escalation Notify action sends a notification through the alert mechanism. This section describes the alert system. The following topics are provided: Alert system architecture (page 212) Alert Events form (page 213) Viewing alerts (page 214) CleanupAlertEvents escalation (page 214) Managing registered users (page 215) Working with versions of the AR System prior to 5.x (page 215) Enabling alerts on the Web (page 216) For information about other methods of notification delivery, see the Workflow Objects guide. Working with the alert system 211

212 BMC Remedy Action Request System 7.0 Alert system architecture The alert system consists of the following components: AR System server Alert Events form Alert list on BMC Remedy User or the Web BMC Remedy Alert, an optional Windows program that informs users when they receive new alerts (This program should not be confused with the overall Alert system.) Figure 6-1 shows how the alert architecture is structured. Figure 6-1: Alert architecture AR System Creates and processes alert events through the Alert Events form. Remedy User Creates and processes alert events through the Alert Events form. ALERT Remedy Alert Informs users when new alerts arrive. Web Browser Displays alert list and source requests. Note: Versions of AR System before 5.0 used a separate Notification server, but now all alerts are processed on the AR System server. For information about backwards compatibility, see Working with versions of the AR System prior to 5.x on page 215. For information about configuring servers for alerts, see Configuring a server for alerts on page Chapter 6 Working with the alert system

213 Configuring Tip: If you use BMC Remedy Alert on Windows, you might receive unnecessary Server is busy pop-up messages. This is due to limitations in Microsoft's COM implementation. To avoid this problem, set the OLE Timeout user preference under the Desktop section of the ar.ini file. For example: OLE Timeout = 60 seconds The default for the OLE timeout is 30 seconds. You might want to try a longer timeout value. Alert Events form If you choose Alert as the notification method when creating a Notify action for filter or escalation, alerts are recorded as new requests in the Alert Events form (Figure 6-2) when that workflow executes. Figure 6-2: Alert events form The Alert Events form is automatically installed on your server. This form contains the alert message details and identification information about the source request. The Alert Events form and its original fields cannot be deleted. To make the feature more powerful, you can add new fields and workflow to the form. Alert Events form 213

214 BMC Remedy Action Request System 7.0 Viewing alerts Users do not interact directly with this form; they receive alerts through the alert list in BMC Remedy User or through the Web. The alert list in BMC Remedy User or on the Web displays alerts from multiple servers. The alert list queries the Alert Events form on servers in to which the user is logged for BMC Remedy User. For web clients, the alert list queries servers that are configured in the mid tier. For more information, see Enabling alerts on the Web on page 216. Users can manage the alert list, and open the source request. They can view alerts in the following ways: In BMC Remedy User, choose Tools > View Alerts. In a browser, display a form that contains an alert list field. This method requires special configuration. For more information, see Enabling alerts on the Web on page 216. From BMC Remedy Alert, open the alert list in BMC Remedy User or the browser. For information about BMC Remedy Alert, see BMC Remedy Alert help. If a web user has access to multiple forms that have alert list fields, BMC Remedy Alert uses the first of those forms that appear in its form list. Therefore, if the user has permission to multiple forms, you cannot always predict which form will be used. To solve this issue, you can create multiple forms with alert fields if every group in the system can access only one of the forms. This option allows you to create forms with different workflow and different fields for different groups. CleanupAlertEvents escalation The CleanupAlertEvents escalation is automatically created with the Alert Events form. If enabled, this escalation deletes all alerts that are older than 30 days and are unread. Initially, the CleanupAlertEvents escalation is disabled. You can enable it and customize it according to your needs. If you do not need the escalation, you can delete it from the server. 214 Chapter 6 Working with the alert system

215 Configuring Managing registered users For the alert system, the AR System server maintains a list of registered users in memory and a backup copy in the database (in the alert_user table). All persistent information is stored in the database, so you can back up and replicate the environment easily. Versions of AR System prior to 5.0 kept this information in the nfylogin and nfylogu files. Working with versions of the AR System prior to 5.x Be aware of the following implications when you upgrade clients or servers. Upgrading the server but not the clients An upgraded AR System server can service previous notification clients such as Remedy Notifier. It supports the RPC calls that older clients make. When an older notification client registers to receive notifications, the server queries the Alert Events form for any unsent notifications. The AR System server sends alerts (notifications) to the client in the same format that the older notification server did. When using Remedy Notifier to log in to a 5.x AR System server, the user must select the Ntfy Svr option of the Accounts dialog box, even though there is no Notification server. If a specific Ntfy TCP port is specified, it should be the same as the port number for the AR System server. If you are going through a firewall, also specify a listen port within the notification client, as needed. Upgrading or installing clients but not the server When new BMC Remedy Alert clients are installed, they cannot connect to previous Notification servers. The users must install Remedy Notifier to receive notifications from servers prior to 5.0. If necessary, Remedy Notifier and BMC Remedy Alert can be run on the same machine in a mixed environment. Managing registered users 215

216 BMC Remedy Action Request System 7.0 Enabling alerts on the Web Users who receive alerts can open the alert list on the Web instead of in BMC Remedy User. To enable alerts on the Web, you must provide a web-based alert list, and you must set (or instruct users to set) certain user preferences. You can also install BMC Remedy Alert on Windows clients for additional functionality. An Alert List form is automatically installed with your server installation. You can add this form to your web-based applications, or create your own alert list for the Web as described in the following procedure. To create and publish a web-based alert list For more information about how to perform each of the following steps, see the Form and Application Objects guide and the Installing and Administering BMC Remedy Mid Tier guide. 1 Create a regular form on one server in your AR System installation where the mid tier is also installed. 2 Add an alert list field to the form. 3 Make this form accessible on the Web through a URL. Alternately, users can open the alert list form from BMC Remedy Alert. For more information, see To install BMC Remedy Alert and configure web settings (optional) on page 217. To enable a preference server for the Web 1 Make sure that one server in your AR System installation is defined as a preference server. For more information about preferences, see Chapter 3, Setting user preferences, and the Installing guide. 2 Under General Settings in the BMC Remedy Mid Tier Configuration Tool, enter the name of the preference server used by alert system users. See BMC Remedy Mid Tier Configuration Tool help for more information. 216 Chapter 6 Working with the alert system

217 To configure user preference values for alerts on the Web 1 Open the AR System User Preferences form in BMC Remedy User. Configuring 2 For each user, set the following preferences. These preferences are available on the Web view or on the Web tab of the Default Administrator view of this form. For more information about centralized preferences, see Setting centralized preferences on web clients on page 102. a In the Alert Servers field, enter the name of each server (separated by commas) from which users receive alerts. Alerts from these servers will be visible in the Web-based alert list. Users do not need to be logged in to these servers to receive alerts or to display the originating request. b In the Refresh Interval field, enter the number of minutes between each automatic refresh of the alert list. A setting of 0 indicates no refresh interval. Each server specified under Alert Servers will be queried for new alerts, and these alerts will be displayed in the Web-based alert list. To install BMC Remedy Alert and configure web settings (optional) 1 Install BMC Remedy Alert on Windows clients, according to the procedures in the Installing guide. See BMC Remedy Alert help for information about BMC Remedy Alert. 2 Start BMC Remedy Alert and open the Options dialog box according to the procedures in BMC Remedy Alert help. 3 In the Alerts tab, select Open Alert List Using Web. 4 In the Server field, enter the name of the AR System server containing the alert list form. 5 In BMC Remedy Administrator, open the server specified in step 4. 6 Open the Server Information window and select the Advanced tab. 7 In the Default Web Path field, specify the URL for the mid tier, such as For example, if your host name is myserver and you used default settings when installing the mid tier, the default web path is Enabling alerts on the Web 217

218 BMC Remedy Action Request System 7.0 When the user clicks the Open Alert List button in BMC Remedy Alert, the system locates the form containing the alert list field on the server specified in step 4, and opens it in the browser. If more than one form on the server has an alert list field, the system opens the first form that it finds. 218 Chapter 6 Working with the alert system

219 Chapter 7 Importing data into AR System forms BMC Remedy Import is a separate tool installed with BMC Remedy Administrator and is designed to load data from a source file into an AR System form. A command line interface is also available for both Windows and UNIX. See Integrating with Plug-ins and Third-Party Products for information about AR System client CLIs. The following topics are provided: Understanding the import process (page 220) Preparing to import (page 222) Defining BMC Remedy Import preferences (page 225) Importing data (page 237) Using a saved mapping file (page 243) Using the import log file (page 244) Note: This section explains how to import data. BMC Remedy Import does not import object definitions to a server. For information about exporting and importing definitions, see the Form and Application Objects guide. Importing data into AR System forms 219

220 BMC Remedy Action Request System 7.0 Understanding the import process The import process loads data from a file into an AR System form. To import data into a form, you must create a mapping that determines which pieces of data to import into which fields on the target form (mapping), and configure BMC Remedy Import to handle the import appropriately. This section describes import concepts, and provides instructions for preparing to import and performing an import operation. Understanding data mapping Mapping takes place during the import process. You can map all fields in a data file to all fields in a form, or you can map fields individually. You must map data the first time you import a specific data file into a specific form. You can also define fallback mappings, which are default mappings that direct the BMC Remedy Import response if a data mapping problem occurs during an import. Fallback mappings are used when the data value is invalid for the destination form field type. For example, if there is a problem while mapping a value, the fallback mapping for the field is used, if one is defined. If there is no fallback mapping, an error is generated. If there is a fallback mapping and the fallback mapping fails, errors are generated on the original failed mapping, not the fallback mapping. The fallback mapping is not used when the error can only be detected by the AR System server, such as when the data is not an acceptable value. For example, the fallback mapping is not used if the data value is outside the range set for the form field, or if a required field has a NULL value. You can save mappings for future use. If you regularly perform a particular import, saving the mapping saves time and reduces errors, because you load the mapping file instead of entering the mapping values again. When you save a mapping, all of the following import information is saved: the form name, the server the form resides on, the data file name, fallback mappings, and preferences. 220 Chapter 7 Importing data into AR System forms

221 Configuring Understanding preferences Preferences determine tool behavior such as how BMC Remedy Import is displayed on the screen, and import behavior such as how BMC Remedy Import resolves conflicts during an import operation. Preferences can be stored in either of two locations. If you have access to a preference server, preferences are stored in the AR System Administrator Preference form on the preference server. If you do not use a preference server, preferences are stored in the ar.ini file. When you perform an import, the current preferences will determine how BMC Remedy Import handles your data. You should verify that the current preferences are appropriate for the import being performed before you map the data or save the mapping file. This is important because the preferences are set in the mapping file when you save it. When you load a saved mapping file, the preferences specified in the mapping file take effect. In other words, while a saved mapping file is loaded, BMC Remedy Import reads preferences from the mapping file instead of the ar.ini file or the preference server. The next time you log in to BMC Remedy Import, the preferences from the ar.ini file or the preference server are restored. If you change preferences while you have a mapping file loaded, you must save the mapping file again to save the new preferences for that mapping. For more information about local and central preferences, see Chapter 3, Setting user preferences. Understanding the import process 221

222 BMC Remedy Action Request System 7.0 Preparing to import Before you import data into AR System with BMC Remedy Import, complete the following tasks: Define BMC Remedy Import preferences. Preferences are saved together with data mappings (if you save your mappings), so set the preferences before you save the mapping. See Defining BMC Remedy Import preferences on page 225. You might want to set different preferences for different import operations. In that case, open the source data file and the target form first, and then specify preferences for that particular import. Save the mapping file according to step 10 on page 242 to save the preferences for that particular import. Make sure that there is adequate space where the import log file will reside. BMC Remedy Import writes error messages and failed records to a log, which can become quite large. See Using the import log file on page 244 for more information. The default import log path is <ar_home_dir>\import.log. To specify another path, see To define desktop preferences on page 226. Make sure that there is adequate space in the database into which the records will be imported. Contact your database administrator for assistance. 222 Chapter 7 Importing data into AR System forms

223 Configuring Export the source data to a file compatible with BMC Remedy Import. Complete all edits on the data file before you start BMC Remedy Import. Do not edit the data file between the time you open BMC Remedy Import and the time you start the actual import operation. The following table describes the supported data types. File Format AR Export (.arx) AR XML (.xml) Information Default AR System data file type. Created in BMC Remedy User or the artext utility designed primarily for localization. To create an AR Export file, see BMC Remedy User help, or see the Form and Application Objects guide for information about artext. XML file conforming to the AR XML data specification. Contains several elements that are required for AR System use. See the C API Reference guide for more information. Created in BMC Remedy User or the artext utility designed primarily for localization. To create an AR XML file, see BMC Remedy User help, or see the Form and Application Objects guide for information about artext. XML files created outside AR System must conform to the AR XML data specification. Data exported to the AR XML file type in BMC Remedy User conforms to this specification. For more information, see the Installing and Administering BMC Remedy Mid Tier guide. Preparing to import 223

224 BMC Remedy Action Request System 7.0 File Format CSV (.csv) ASCII (.asc) Information Comma-separated value file. Created in BMC Remedy User, another application, or the artext utility designed primarily for localization. For information about exporting a CSV file in BMC Remedy User, see BMC Remedy User help. For information about creating a CSV file with artext, see the Form and Application Objects guide. Carriage returns are treated as the end of the record. Generic ASCII file, created in BMC Remedy User with particular settings, or in another application. To export an ASCII file from BMC Remedy User, see BMC Remedy User help. To use ASCII data obtained from a non-ar System source, save the data with a unique separator string of up to 32 characters in length. Use \t for tab, \b for backspace, and \\ for \. Use this separator string when you open a data file to import, as described in step d on page page 239. Carriage returns are treated as the end of the record. Note: You will not be able to import.asc data that uses special characters as column separators. Unique separator strings should not appear in any of the field names as well as the data. This will prevent problems with incorrect numbers of fields when importing. Note: When an attachment is exported in AR Export format (*.arx) or AR XML format (*.xml), a directory is created to store the attachment. The attachment directory is created in the same directory as the *.arx or.xml file. The file name is appended with an integer time stamp, like this: myfile_ arx. The.arx or.xml file contains the directory name and the names of the attachment files in it. If duplicate names exist, prefixes are added to the attachment names to create unique file names. Attachments cannot be used with CSV and ASCII file types. 224 Chapter 7 Importing data into AR System forms

225 Configuring Defining BMC Remedy Import preferences Preferences define important tool behaviors, described in the following table. For best results, verify that the settings are appropriate before you import data. Preferences are saved with the data mappings when you save a mapping file. Preference Desktop Duplicate Request ID Error Handling Data Date/Time Confirmations Function Defines the appearance and behavior of BMC Remedy Import. Defines how BMC Remedy Import processes records that contain request IDs, which duplicate those already in the form. Defines how records that contain errors are processed. Defines how data and values contained in the source data file are processed. Defines the date and time format of the data in the source data file. Defines the warnings, messages, and alerts displayed during imports. To use preferences from a saved mapping file, see Using a saved mapping file on page 243. All preferences are defined in the Preferences dialog box, as described in the following procedure. Additional procedures describe how to set each preference. To access the BMC Remedy Import preferences dialog box 1 Start BMC Remedy Import. The main BMC Remedy Import window appears. 2 Choose File > Preferences. The Preferences window appears (Figure 7-1 on page 226). Defining BMC Remedy Import preferences 225

226 BMC Remedy Action Request System 7.0 Figure 7-1: BMC Remedy Import Preferences dialog box Desktop tab 3 Follow the remaining procedures in this section to set preferences. To define desktop preferences 1 Select the Desktop tab in the Preferences dialog box, and set the following preferences: Maximize Application Show Status Bar Show Tool Bar If the check box is: Cleared (default) The application window opens to the same size and position it was when it was last closed. Selected The application window is maximized when you start the application. If the check box is: Selected (default) A status bar is displayed at the bottom of the application window, showing the progress of the current operation. Cleared The status bar is hidden. If the check box is: Selected (default) A toolbar containing buttons that correspond to various menu selections is displayed. Cleared The toolbar is hidden. 226 Chapter 7 Importing data into AR System forms

227 Configuring Save Window Position and Size on Close AR Path Import Log File Reset Log File at Login If the check box is: Selected (default) The application window opens to the same size and position it was when it was last closed. Cleared The application window opens to the default size and position. This path identifies the directory where mappings are saved, <ar_home_dir>\arcmds by default. You can browse to a directory or enter the path manually. Multiple paths must be separated with a semicolon (;). Paths specified here are populated in the Save Mapping dialog box. See Figure 7-10 on page 242. This path identifies the directory and file name of the BMC Remedy Import log, <ar_home_dir>\arimport.log by default. Error details and records that fail during import are written to this log. Failed records are those that cannot be imported for some reason. The log file identifies these records along with error messages. See Using the import log file on page 244 for information. You can only specify one import log in this field. However, each import can use a separate log. To specify a different log for each import, save a mapping for the import, which saves this path. When you begin an import, specify the log for the new import and save a mapping for the new import. When you load a mapping, the import log path you specified will direct BMC Remedy Import to write to the specified log. Mappings are defined in the section Understanding data mapping on page 220. If the check box is: Selected (default) The import log is cleared each time you start BMC Remedy Import. Cleared New entries are appended to the existing file. The file can grow quite large. 2 Continue with the remaining procedures to set additional preferences, or click OK to close the Preferences dialog box. Defining BMC Remedy Import preferences 227

228 BMC Remedy Action Request System 7.0 To define duplicate request ID preferences 1 Select the Duplicate Request ID tab in the Preferences dialog box. Figure 7-2: BMC Remedy Import Preferences dialog box Duplicate Request ID tab 2 Set the following preferences: Generate New ID for All Records Default setting. New request IDs are assigned to all requests in the data file, whether or not any IDs are duplicates. This preference also generates request IDs for records that do not already have them, for example, in a CSV file created outside AR System. Reject Duplicate Records Entries are imported using their existing IDs. If an ID is already in use, an error is generated. The error is processed according to your preferences. See To define error handling preferences on page 229. Generate New ID for Duplicate Records Entries are imported using their existing IDs. If a record with the same ID already exists in the database, a new ID is generated for the imported record with the duplicate ID. 228 Chapter 7 Importing data into AR System forms

229 Configuring Replace Old Record with New Record Update Old Record with New Record s Data Entries are imported using their existing IDs. If a duplicate ID exists, the entire database record is overwritten with the record being imported. You must map the required core fields with this option. If required core fields are not mapped, the server will reject the records. For information about mapping, see Importing data on page 237. For information about core fields, see Chapter 7, Importing data into AR System forms. Entries are imported using their existing IDs. If a duplicate ID exists, only the fields being imported are replaced, merging the record. Note: If you choose this option, BMC Remedy Import actually deletes the record and then reinserts it to perform the update. This setting also automatically makes all required fields that are not core fields optional. See To define data preferences on page 232 for more required field preferences. For information about core fields, see Chapter 7, Importing data into AR System forms. 3 Continue with the remaining procedures to set additional preferences, or click OK to close the Preferences dialog box. To define error handling preferences 1 Select the Error Handling tab in the Preferences dialog box. Defining BMC Remedy Import preferences 229

230 BMC Remedy Action Request System 7.0 Figure 7-3: BMC Remedy Import Preferences dialog box Error Handling tab 2 Set the following preferences: Alert User with Popup Dialog Skip Bad Records Interrupts the import and displays an error message (default). The message contains three choices. Yes Skips the problem record, writes the error and the record data to the import log, and continues to import remaining records. Yes to All Skips all problem records that generate the same error, writes the error and the records to the import log, and continues to import remaining records. Stop Import Stops the import and prompts you to copy all remaining data to the import log. See Using the import log file on page 244 for more information. Skips problem records without displaying an error message, and continues with the import. 230 Chapter 7 Importing data into AR System forms

231 Configuring Try Fallback Mapping before Alerting User Import Records with Too Many Fields Import Records with Too Few Fields If a mapping generates an error, BMC Remedy Import uses the fallback mapping specified in the Fallback Mappings preferences. If the fallback mapping also generates an error, a message is displayed. The error is generated against the original mapping error. Errors are not generated against fallback mappings. Refer also to To define error handling preferences on page 229. Defines how AR System imports records that contain more fields than described by the field titles in the data file. The system checks each record individually. If the check box is: Cleared (default) The problem records are not imported and an error is generated. The error is processed according to your preferences. See To define error handling preferences on page 229. Selected The problem records are imported and the extra fields are ignored. Defines how AR System imports records that contain fewer fields than described by the field titles in the data file. The system checks each record individually. If the check box is: Cleared (default) The problem records are not imported and an error is generated. The error is processed according to your preferences. See To define error handling preferences on page 229. Selected The problem records are imported with NULL values in the missing fields. 3 Continue with the remaining procedures to set additional preferences, or click OK to close the Preferences dialog box. Defining BMC Remedy Import preferences 231

232 BMC Remedy Action Request System 7.0 To define data preferences 1 Select the Data tab of the Preferences dialog box. Figure 7-4: BMC Remedy Import Preferences dialog box Data tab Note: These settings are affected by field attributes set when fields are defined. See the Form and Application Objects guide. 232 Chapter 7 Importing data into AR System forms

233 Configuring 2 Choose one of the following options for character fields: Remove leading and trailing spaces and tabs Truncate strings exceeding field limit Disable fields' pattern matching during import If the check box is: Cleared (default) Values are imported exactly as they appear in the data file. Selected All leading and trailing white space is removed from each field imported. If the check box is: Cleared (default) Fields whose contents are too long generate an error. The error is processed according to your preferences. See To define error handling preferences on page 229. Selected Fields that are too long are truncated. Defines if pattern matching is enforced by the server during the import operation. If the check box is: Cleared (default) Records are rejected by the server if data in the field does not match the specified pattern. An error is generated. The error is processed according to your preferences. See To define error handling preferences on page 229. Selected Records are imported, even if the data in a field does not match the specified pattern. 3 For required fields that are not core fields, choose the following option: Make required fields optional during import Defines required fields that are not core fields as optional during the import operation. If the check box is: Cleared (default) All required fields are treated as required. If a required field has a NULL value, an error is generated. The error is processed according to your preferences. See To define error handling preferences on page 229. Selected Required fields that are not core fields are not enforced. NULL values are allowed in required fields. 4 Continue with the remaining procedures to set additional preferences, or click OK to close the Preferences dialog box. Defining BMC Remedy Import preferences 233

234 BMC Remedy Action Request System 7.0 To define date and time preferences 1 Select the Date/Time tab of the Preferences dialog box. Figure 7-5: BMC Remedy Import Preferences dialog box Date/Time tab BMC Remedy Import accepts short or long date formats in the data file, and ignores leading zeros. 2 Select the appropriate options. Calendar Type Short Date Format Separator (Date Format) The default Gregorian calendar is the only choice. If you select: M/d/yyyy 12/31/05 (default) is displayed. d/m/yy 31/12/05 is displayed. yy/m/d 05/12/31 is displayed. The sample text shows how the selected format appears. The component order is based on the Regional Settings in the Windows Control Panel. Defines the separator character between the month, day, and year, with a slash (/) as the default. You can use any character that is not part of the field separator string for the data file. The sample text shows the appearance. 234 Chapter 7 Importing data into AR System forms

235 Configuring Long Date Format If you select: dddd, MMMM d, yyyy Tuesday, December 31, 2004 is displayed. dddd, d MMMM, yyyy Tuesday, 31 December, 2004 is displayed. dddd, yyyy MMMM d Tuesday, 2004 December 31 is displayed. dddd, MMMM dd, yyyy (the default) Tuesday, December 31, 2004 is displayed. The sample text shows the appearance. The component order is based on the Regional Settings in the Windows Control Panel. 12 Hr Tracks in the 12-hour clock (default setting). 24 Hr Tracks in universal time. AM/PM position AM symbol PM symbol Separator (Time Format) Enabled for 12 Hr only. If you select: Suffix (the default) The symbol is positioned after the time string (for example, 10:23:47 AM). Prefix The symbol is positioned before the time string (for example, AM 10:23:47). Enabled for 12 Hr only. Defines the symbol that will indicate morning. Enabled for 12 Hr only. Defines the symbol that will indicate afternoon. Defines the time format separator between the hours, minutes, and seconds, with a colon (:) as the default. You can use any character that is not part of the field separator string for the data file. The sample text shows the appearance. 3 Continue with the remaining procedure to set additional preferences, or click OK to close the Preferences dialog box. Defining BMC Remedy Import preferences 235

236 BMC Remedy Action Request System 7.0 To define confirmation message preferences 1 Click the Confirmations tab of the Preferences dialog box. Figure 7-6: BMC Remedy Import Preferences dialog box Confirmations tab 2 Select the appropriate options: Confirm before deleting all Mappings Confirm before losing Mappings If the check box is: Selected (default) Confirmation message appears when you click Delete All in either the Import window or Fallback Mappings dialog box. Cleared No confirmation message. If the check box is: Selected (default) You will be prompted to save your work each time you select a new form or file or exit BMC Remedy Import without first saving. Cleared No prompt. 236 Chapter 7 Importing data into AR System forms

237 Configuring Confirm before losing Fallback Mappings Confirm before losing New Mapping Value If the check box is: Selected (default) You will be prompted to save your work each time you create a fallback mapping, and select a new form or file, or exit BMC Remedy Import without first saving. Cleared No prompt. If the check box is: Selected (default) Confirmation message appears whenever you add or modify a mapping value without clicking Add or Modify before exiting the window or starting the import. Cleared No confirmation message. 3 Click OK. Importing data Importing data into a form involves loading a data file and a target form, defining preferences for the import, and mapping data. To import data into a form, you must have Change permissions for the fields to which you want to import data. For system fields such as Create-date, you must be the administrator or subadministrator of the form. The following procedure provides instructions for each step of the process. To import data 1 Start BMC Remedy Import. 2 Log in, if necessary, according to your defined preferences. The BMC Remedy Import window appears. Importing data 237

238 BMC Remedy Action Request System 7.0 Figure 7-7: BMC Remedy Import window 3 Choose File > Open Form. The Open Form dialog box appears. 4 From the Form Name list, select the destination form into which you want to import the data. 5 Click OK. The destination form field names appear in the Form Fields list. 6 Choose File > Open Data File. The Open Data File dialog box appears. Figure 7-8: Open Data File dialog box 238 Chapter 7 Importing data into AR System forms

239 Configuring 7 Identify the data file to import. a From the Files of Type field list, select the file format. Selecting All Files displays all data files, whether or not the formats are valid import types. Selecting a data file with an invalid import format generates an error. b Navigate to the target data file and select it. The file appears in the File Name field. c If you chose CSV or ASCII as the file type, choose a title handling option: If the first line of data contains titles, leave the File Contains Field Titles check box selected so that BMC Remedy Import will not convert the titles into data. If the first line of data does not contain titles, clear this check box. The check box is disabled for other file types. d For ASCII format, enter the separator string you used when you created the ASCII data file in the Field Separator field. ASCII files must be generated with specific settings to be compatible with BMC Remedy Import. See BMC Remedy User help for information about separator strings. e Click Open. The fields from the data file are loaded. Note: If the data file contains duplicate field titles, an error is generated. If the data is.arx or.xml format, the field titles will appear as their field IDs. If the data file is.csv or.asc format, the fields will display with an appended number, as follows, <field_title> [1], <field_title> [2], and so forth. 8 Specify how the data in the source file will map to the fields in the destination form: Map all data file fields to form fields. Map individual data file fields to form fields. To map all data file fields, click Add All in the BMC Remedy Import window. Importing data 239

240 BMC Remedy Action Request System 7.0 BMC Remedy Import matches data fields to form fields as follows: AR Export or AR XML Field IDs are matched first, and then field names are matched for fields without matching IDs. CSV or ASCII Only field names are matched. Be aware of the following tips when mapping all data file fields: Make sure that all fields map correctly. If necessary, resolve unmatched or incorrectly matched fields by mapping those fields individually. If the matching is partially successful, all possible matches are added. To complete the mapping, map remaining fields individually. If no matches are found and no entries are left in the Form Fields list, an error is generated. You can delete existing mappings and map fields individually, or start the import with the partial mapping. If no fields are mapped, an error is generated, and you must load a mapping or map fields manually. To map individual data file fields, perform the following steps: a From the Form Fields list, select the destination field. b In the Mapping Values section, select Import Fields or Keywords from the selection menu. A list of the fields in the data file or a list of keywords is displayed, depending on your choice. c Choose one of the following options: From the Import Fields list, select the data field to map to the destination field that you selected in step a. The field name appears in the Mapping Value field. From the Keywords list, select the keyword to map to the destination field that you selected in step a. You can also type field names, keywords, or any constant string into the Mapping Value field. For example, suppose you select the Create Date field in the Form Fields list, and you want each record in the destination form to have today s date as the value in the Create Date field. You would choose Keywords as the mapping value, and then choose DATE in the Mapping Values list. The resulting value in the destination form is the date of the import. For more information about keywords, see the Workflow Objects guide. 240 Chapter 7 Importing data into AR System forms

241 Configuring d e Click Add to create the mapping. Repeat these steps for each field to be mapped. Note: Map the Request ID field of the destination form. If you do not map this field, you must set the Duplicate ID preference to Generate New IDs for All Records, or you will receive errors. 9 Specify default field values, by defining fallback mappings, if desired. a Choose Mapping > Define Fallback. The Fallback Mappings dialog box appears, displaying the destination form fields and a list of keywords. Figure 7-9: Fallback Mappings dialog box b From the Form Fields list, select the field for which you want to define a fallback mapping. The selected field appears in the Form Field field. c Choose one or more keywords by performing one of the following actions: Select a keyword from the Keywords list. Enter a string or keyword into the Fallback Mapping Value field. Importing data 241

242 BMC Remedy Action Request System 7.0 Enter multiple keywords by separating each value with a space or other character. d Click Add. The mapping is added to the list. You can edit or delete one or more mappings using the Modify, Delete, and Delete All buttons. 10 Optionally, save the mapping. a Choose Mapping > Save Mapping. The Save Mapping dialog box appears, as shown in Figure 7-10 on page 242. b Enter a name in the Mapping Name field. c d Enter the mapping directory in the Path field, by selecting a directory from the list (the AR Path defined in the Desktop preferences), selecting Browse to choose a directory, or typing a path. Optionally, enter a description of the mapping in the Help Text field. Figure 7-10: Save Mapping dialog box e Optionally, select the Save Log Filename check box. When you select this box, the log specified in this procedure is set in the Import Log File field in the Desktop preferences when you load this mapping. f Click OK to create the mapping. You are now ready to start the import. 11 Choose Import. A confirmation dialog box appears. 242 Chapter 7 Importing data into AR System forms

243 Configuring 12 Click Yes to start the import. A status window appears, listing the number of records processed. Each record in the data file generates a single request in the destination form. If errors occur, the type of messages you receive depends on the error handling preferences you set. See To define error handling preferences on page 229. After the import ends, a results message appears and the import log is updated. You can use your imported data. To inspect the log, see Using the import log file on page 244. Note: You can stop the import before it ends. You are prompted to copy unprocessed records to the log. There must be enough disk space in the import log partition to copy the records. Using a saved mapping file If you have saved a mapping file from a previous import, you can load that mapping file instead of entering mapping information again. Mappings save the BMC Remedy Import preferences currently set at the time the mapping is created, so if you load a mapping file, BMC Remedy Import will use the preferences that were set when you saved the mapping file. You can change preferences as needed and save the mapping file again. The next time you start BMC Remedy Import, the preferences you set for the application are restored. BMC Remedy Import reads and writes mappings in PC format, with CR LF at the end of each line. To load a mapping 1 Choose Mapping > Load Mapping. The Load Mapping dialog box appears. Using a saved mapping file 243

244 BMC Remedy Action Request System 7.0 Figure 7-11: Load Mapping dialog box 2 From the Search Path field, select the directory that contains the mapping. Selecting All lists all saved mappings and their directories. 3 From the Mappings list, select the mapping. The directory containing the selected mapping appears in the Mapping Path field. 4 Click OK. The mapping is loaded into the Import window, the Fallback Mappings dialog box, and Preferences dialog box. Using the import log file BMC Remedy Import writes errors to the import log, whether or not you set error messages to display on screen. The default path is <ar_home_dir>\arimport.log, however, you can specify another directory or file name in the preferences. See To define desktop preferences on page 226. The import log contains more detail than displayed messages. With AR Export, CSV, and ASCII file types, failed records are also written intact to the import log. You can convert the import log to a data file that you can import. See the following sections for details. 244 Chapter 7 Importing data into AR System forms

245 Configuring AR XML data To write XML (*.xml) data from AR XML records to the import log, you must use the Alert User with Popup Dialog preference setting, as described in To define error handling preferences on page 229. This setting stops the import and copies the records to the file. You can inspect the import log file to determine which records caused errors, and make corrections in the original AR XML data file. You can then import the corrected AR XML data file. With AR XML files, XML data from the record is written to the log file, but the structure of the record is not retained in a way that allows the log file to be converted to an import file. All other data types After the import is complete, open the import log to identify problems. You can then either correct the data in the log and convert the log to a data file that you can import, or correct the original data file and import the file again. If you edit the original data file, delete any data that was imported successfully during the original import from the file to avoid creating duplicate entries. To import data from the import log 1 If the import is not complete, stop the import and copy the remaining records to the import log. 2 Open the import log (<ar_home_dir>\arimport.log by default). 3 Remove all nondata information (all lines except DATA lines) from the import log. For CSV and ASCII file types, go to step 5. 4 For AR Export (.arx) file types only: Copy the following lines of code from the data file to the import log (these lines appear at the beginning of the data file): FORM, FIELD, FLD-ID, DTYPES 5 Save the edited import log as an AR Export (*.arx) file. 6 Import this AR Export (*.arx) file. Using the import log file 245

246 BMC Remedy Action Request System Chapter 7 Importing data into AR System forms

247 Chapter 8 Using full text search This section discusses the capabilities, performance, and administration of the full text search (FTS) feature. The following topics are provided: Overview of full text search (page 248) Who can perform a full text search? (page 250) Using FTS (page 250) Limitations of FTS (page 264) Administering FTS (page 265) Upgrading FTS (page 274) Assigning FTS licenses to users (page 276) Defining a field for FTS in the Field Properties window (page 277) Note: Full text search is an optional feature that you can purchase for the AR System server. Using full text search 247

248 BMC Remedy Action Request System 7.0 Overview of full text search Full text search (FTS) is an important and useful feature of AR System. FTS is typically much faster than using the native database searching functionality when searching in a long text field. It is also the only method available in AR System for searching text within attached documents. A benefit of FTS is that you can make use of your knowledge base. For example, FTS enables you to access your company s history of solving problems, which are sometimes stored in long text fields or attachments. With the FTS option, you can easily search through long text fields to find solutions to related problems. You might even want to redesign forms to require users to enter data into diary or long text fields. You can then build up a knowledge base that helps you learn from previous experience. FTS provides quick and consistent access to AR System requests for which you are searching. The FTS accrue operator presents the best solutions to your search first by using a weighted order. The accrue operator enables you to use multiple search terms in a search; for example, computer, PC, and error number Requests that contain the most search terms appear higher on the list (if ordered in descending order of weight) and are more likely to contain the information for which you are looking. In contrast, if a database OR search yielded 20 requests, you must look through all 20 requests because you would not know which requests contain what information. For more information, see Accruing and weighting results with FTS on page 249. FTS solves many problems that users encounter when performing database searches, including: Searching long text and attachment fields. The FTS option enables you to index character, diary, and attachment fields for searching, and then matches entries from those fields against the search criteria you specify. Like database indexes, an FTS index can greatly decrease the time required for a database search. Improving search performance by searching large volumes of data. FTS organizes text in a way that typically provides quicker access than relational databases. Defining how the server interprets wildcards to customize search performance to your specific needs. Performing case-insensitive searches. Administrators can enable or disable case sensitivity. 248 Chapter 8 Using full text search

249 Configuring Ranking search results according to their relevance to the search criteria. The more relevant a search result is, the higher the weight assigned to it will be. For more information, see Accruing and weighting results with FTS on page 249. Accruing and weighting results with FTS Weighting the results of an accrue search is a powerful FTS feature. FTS does not limit you to searches for keywords in fields indexed for FTS. You also can use a special accrue operator (the LIKE operator with comma-separated words, for example) to cause AR System to accrue and retrieve from the database all requests that contain any or all of the comma-separated words. Requests that are retrieved in an accrue operation are assigned a weight by the FTS engine. Weight is a number that varies from 0 to 100. With weight, AR System can sort requests in a results list using a the more, the better approach. If you set the Field Sort Order in BMC Remedy User to include WEIGHT in descending order, the more search terms found in a request, the higher in the list it appears in the set of retrieved requests. The closer Weight is to 100, the better it matches the search criteria. For more information about modifying results list attributes to include FTS weights, see Displaying FTS weight in a results list on page 279. Sorting requests by weight In BMC Remedy User, if WEIGHT has been added to the results list for a form, users can sort the requests that are retrieved by FTS by weight in descending or ascending order by selecting WEIGHT and the sort order in the Field Sort Order window. For more information about setting the sort order, see BMC Remedy User help. Using the Ignore Words List You can configure the FTS engine to ignore frequently used words (such as and, the, because, and so on) or words that you do not want indexed. Adding entries to the Ignore Words List saves space in the FTS index and speeds up text searches. The FTS option comes with a default set of ignored words that you can modify as needed. Overview of full text search 249

250 BMC Remedy Action Request System 7.0 Accrue searches that contain words from the Ignore Words List do not find any matching AR System requests for those words. However, the accrue search retrieves requests for the other search terms. For restrictions on FTS, see Limitations of FTS on page 264. Note: The Ignore Words List is different for each supported language. Who can perform a full text search? Using FTS Users must have a fixed or floating FTS license to use the FTS capability. FTS licenses are separate from AR System read/write licenses. If users are assigned a fixed FTS license, they can always perform a search in a field indexed for FTS. If users are assigned a floating FTS license but one is not currently available, they receive a warning the first time they perform a database operation in BMC Remedy User. The system uses the search capabilities of the underlying database (to the degree available). Upon a subsequent search, when a floating license becomes available, an affected user is alerted with a note and can perform a search by using the FTS capability. For more information about who can use full text search, see Assigning FTS licenses to users on page 276. FTS is transparent to users who have an FTS license (fixed or floating). If there is at least one FTS fixed or floating license in the AR System server, full text indexing will be activated. If an FTS license is available and the field is indexed for FTS, then FTS is used. If an FTS license is unavailable or the field is not indexed for FTS, AR System uses the search capability of the underlying database. Under these conditions, attachment fields will have only their names searched. Field permission-related behavior for FTS fields is the same for non-fts fields. 250 Chapter 8 Using full text search

251 Configuring Users enter search criteria in the same way, whether they are using FTS or not, with the exception of accrual searches. Performing a search in a field indexed for FTS In most cases, performing a qualified search on a field indexed for FTS returns results consistent with a database search. Users can still use the search strings and search patterns with which they are already familiar. FTS offers additional benefits. For example, if your database does not support caseinsensitive searches, FTS can provide that capability. Unlike some databases, the FTS engine enables you to index and search large text fields for any words in the entire field. Users will notice enhanced search performance with large text fields because of this indexing capability. Also, FTS enables you to index attached documents, allowing the contents of supported document types to be searched quickly and efficiently. The search method used by the FTS engine depends on the following factors: The original search criteria as entered by the user The QBE match settings of the field The FTS Search Options setting of the server The type of full text index created for the field FTS uses these factors to determine the final search criteria. Succeeding factors override preceding factors. For example, if a user includes a leading wildcard as part of a full text search, but the FTS Search Options setting is set to Ignore Leading Wild Card, FTS ignores the wildcard entered by the user. See How QBE settings affect FTS on page 260 for more information. The FTS engine uses the final search criteria to search the contents of all requests indexed for that field, and it uses one of three search methods: Word or Phrase search Accrue search Literal search Note: All the following examples use FTS in the Advanced Search Bar, not QBE. They assume that the FTS Search Option is set to Query Unchanged. Using FTS 251

252 BMC Remedy Action Request System 7.0 Word or Phrase search During a word or phrase search, the FTS engine finds requests that contain the specified word or phrase in the field. To perform a word or phrase search, use double-quotation marks around the words you want to search for. The syntax for the search qualification is: <field> LIKE "<word1> <word2> < wordn>" For example, if you want to search for the phrase firewall blocked, type: <field> LIKE "firewall blocked" With this example, a full text search will find requests with the phrase firewall blocked with the search for blocked expanded to the word stem block with any of its variants. Note: The use of wildcards in a Word or Phrase search affects how stemming is used. For more information about stemming, see Searching for word stems on page 259. The following table outlines the expected search results using a word or phrase search. Qualification Example data Matches <field> LIKE firewall blocked firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access x x x x 252 Chapter 8 Using full text search

253 Configuring Qualification Example data Matches <field> LIKE %firewall block% firewall blocks access firewall will block access x firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working x x x try blocking his access <field> LIKE %firewall blocks% firewall blocks access firewall will block access x firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access Using FTS 253

254 BMC Remedy Action Request System 7.0 Qualification Example data Matches <field> LIKE blocks firewall blocks access x firewall will block access x firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access x <field> LIKE %blocks% firewall blocks access x firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access x x x x Accrue search During an accrue (OR) search, the FTS engine finds requests that contain any of the specified words in a field, instead of matching a string of characters. The FTS engine matches the pattern of the characters specified in the search. To perform an accrue search, use double quotation marks around the words you want to search for, separating the words with a comma. The comma is the accrue operator. The syntax for the search qualification is: <field> LIKE "<word1>,<word2>, <...wordn> 254 Chapter 8 Using full text search

255 Configuring For example, if you wanted to search for the words firewall and blocked, enter: <field> LIKE firewall,blocked With this example, a full text search will find requests with any occurrence of the words firewall or blocked with the search for blocked expanded to the word stem block with any of its variants. Note: You can use the accrue operator only with fields indexed for FTS. Using the same operator for a field that is not indexed for FTS causes the AR System server to search for the literal string with a database search. The following table shows the expected search result using an accrue search. Qualification Example data Matches <field> LIKE firewall,blocking <field> LIKE firewall,blocked% firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access x have the firewall block access x firewall is not working try blocking his access firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access x have the firewall block access x firewall is not working try blocking his access x x x x x x x x x x x Using FTS 255

256 BMC Remedy Action Request System 7.0 Literal search Unlike accrue or word/phrase searches (which are word-based), the FTS engine uses a literal search to find requests that match the string of characters based on the contents of the entire field. Literal searches are possible only if the field has been indexed for literal searching and if it is, only literal searching is possible, not accrue or word/phrase searches. This type of searching is useful mainly for performing case-insensitive searching on short character fields, like name fields, with a very small set of requests matching the search criteria. However, you can add either a leading or trailing wildcard to increase the scope of a literal search. If you use both a leading and trailing wildcard, a literal search becomes the equivalent of a word/phrase search. The syntax for the search qualification is: <field> LIKE <string_to_be_searched_for> For example, to search for the word firewall, enter: <field> LIKE firewall With this example, a full text search will find requests where the entire content of the field is firewall (or Firewall if searching with case insensitivity). The following table outlines the expected search results using a literal search. Qualification Example data Matches <field> LIKE firewall firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access 256 Chapter 8 Using full text search

257 Configuring Qualification Example data Matches <field> LIKE firewall will block access firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access x <field> LIKE %firewall% firewall blocks access x firewall will block access x firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access x x x x x Using FTS 257

258 BMC Remedy Action Request System 7.0 Qualification Example data Matches <field> LIKE firewall% firewall blocks access x firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access x x x x x <field> LIKE blocks firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access 258 Chapter 8 Using full text search

259 Configuring Qualification Example data Matches <field> LIKE %blocks% firewall blocks access x firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access Searching for word stems Using wildcards The FTS engine handles searching for common variations of word stems. For example, performing a word search with the term block will return requests with: block blocks blocked blocking Searching with blocking will return the same set of requests, provided that wildcards are not used. If the search term is %blocking%, only requests containing blocking will be returned. You can also use the percent sign (%) wildcard for any type of search to broaden the set of matching requests. For example searching with the term %fire" will return requests with fire and backfire. Searching with fire%" will return requests with fire" and firewall. Searching with %fire% will return all combinations. Using FTS 259

260 BMC Remedy Action Request System 7.0 Using the QBE method Searches performed by the QBE method are affected by the QBE Match property for the field. If the property is not set to Equal, appropriate wildcards will be added to the search terms automatically. If the property is set to Equal, you must add the appropriate wildcards to the search terms. Note: Attachments cannot be searched with the QBE method unless a special Form Search field is present on the form. For more information, see Adding a form search field to a form on page 261. How QBE settings affect FTS Enter a query by example (QBE) in any field indexed for FTS, according to the following syntax: left,center,right However, be aware that the property settings influence how an accrue search works, as shown in the following table. QBE Match property setting Anywhere Effect on search criteria %left,center,right% BMC Remedy User adds wildcards to the start and end of the search. The server makes a special interpretation of these search criteria for a full text search and places a leading and trailing wildcard around each search term. For example: %left%,%center%,%right% 260 Chapter 8 Using full text search

261 Configuring QBE Match property setting Leading Equal Effect on search criteria left,center,right% BMC Remedy User adds a wildcard to the end of the search. The server makes a special interpretation of these search criteria for a full text search and places a trailing wildcard after each search term. For example: left%,center%,right% left,center,right BMC Remedy User does not add any wildcards to the search string, but it uses the EQUAL (=) operator instead of the LIKE operator. This has no effect on the server s full text search. Using the advanced search bar method Searches performed by the advanced search bar method are affected by the FTS Search Options setting for the server. Otherwise, the search qualification is exactly as specified. Adding a form search field to a form The AR System has a special reserved field that can be used on a form to provide a shortcut method for specifying expanded FTS qualifications. If a display-only field with field ID 178 is added to a form, that field can be used to search all full text indexed fields on a form with an expanded OR search. For example, if fields Description and Worklog on a form have been indexed for FTS and the user performs a QBE search by supplying the search term firewall in field 178, the qualification generated will be: 'Description' LIKE "firewall" OR 'Worklog' LIKE "firewall" On a form where a single attachment field is the only field indexed for FTS, this feature can also be used as a method for providing a QBE search for the attachment field. Otherwise, only the advanced search bar method is available for searching attachments. Important: Use caution when labeling this field, so users do not get the impression that using this field will search all fields on the form. The feature searches only fields indexed for FTS. Using FTS 261

262 BMC Remedy Action Request System 7.0 Note: This feature is available only from version 7.0 or later clients. For environments with pre-7.0 clients, it is recommended that you hide this field for those clients using client-side workflow when $VERSION$ < " 7" (there is an intentional blank space in front of the 7). If the field is visible and used in pre-7.0 clients, the qualification will not be sent to the server (unbeknownst to users), potentially resulting in an unqualified query. Also, for users without a full search text license, the AR System server will return an error if a qualification is provided in this field. Parametric full text search Returning a large result set is a common issue with a search system. With a parametric full text search, a user can restrict the search criteria by combining FTS and non-fts fields in a search. This feature helps the server filter out irrelevant entries and dramatically reduce the size of the result set. This can be accomplished by providing search terms in multiple fields for a QBE search or specifying an advanced search like the following example: :<FTSfield> LIKE "firewall" AND 'Create Date' >= "01/01/06" This advanced search bar search will return all entries that contain the search term firewall and were created on or after January 1, Chapter 8 Using full text search

263 Configuring Search strategies Search issues When searching field for which FTS is enabled, consider the following tips and strategies: Make your searches as specific as possible. The more qualified your searches are, the better the indexes can be utilized to return only the most relevant entries. A smaller result set will produce a quicker response time. Remove common words from accrue searches. For example, if you use the accrue operator with five search terms and the search yields hundreds of requests, delete the most generic terms from the search criteria to focus your search on a smaller result set. When using the advanced search bar, group references for FTS fields at the beginning of the search criteria. Keep the following issues in mind when creating searches: Full text searches that involve a field reference to the right of the relational operator are not supported. A warning message occurs which indicates that the query was treated as a database query instead of an FTS query. The presence of Target in the following example returns the warning message if the Short Description field is indexed for FTS: 'Short Description' LIKE 'Target' + "ing" If there are no variables to the right of the LIKE keyword in the statement, FTS handles the search. For example: 'Short Description' LIKE "block" + "ing" In this example, the search is handled by FTS because the two known values ( block and ing ) are combined to form one known value (blocking). Using FTS 263

264 BMC Remedy Action Request System 7.0 Limitations of FTS Limits to performing a full text search include: In accrue searches, you cannot search for most punctuation marks because they are treated as word separators. In accrue searches, do not use words from the Ignore Words List. For example, if the word the is in the Ignore Words List, searching on the phrase the, database, request in the Short Description field might return requests with the word the in them, but it is not used in the search itself. For additional information about the Ignore Words List, see Using the Ignore Words List on page 249. In searches that use FTS, submitted or modified requests might not appear immediately in the results list if you are searching on a field enabled for FTS. There is sometimes a short delay from the time the request is submitted or modified in the database to the time that the request is available for searching in the FTS index. On a server running in the English locale in the ISO character set, words can contain only the following characters, if they are to be indexed under FTS:_ABCDEFGHIJKLMNOPQRS TUVWXYZabcdefghijklmnopqrstuvwxyz $%#@. On a server running a locale of other Western European languages in the ISO character set, words can contain only the following characters, if they are to be indexed under FTS: ABCDEFGHIJKLMNOPQRSTUVWXYZabcdefghij klmnopqrstuvwxyzäöüßäöüåå>>øøààááââèèééëëêêììííïïîîòòóóùù úúññûûççôôýýððããõõþþ $%#@. 264 Chapter 8 Using full text search

265 Configuring Administering FTS This section describes how to administer FTS in AR System. Note: Using FTS in a server group requires you to perform additional configuration. Selecting fields for FTS indexing You can only index character, diary, and attachment fields for FTS. Index only fields that are frequently searched, such as work diaries and descriptions of problems, especially if the underlying database does not support searches of these fields. For example, you could perform a search for one or more keywords in a diary field that would retrieve and weigh all AR System requests that describe how to solve a problem suggested by those keywords. You would perform a search on keywords or phrases such as: Forms, tools, screens, and hardware and software products Descriptions of problems or solutions Other areas of interest When you define a field as indexed for FTS, it might take some time before that field is available for searching if there are existing entries in the form. Indexing a field can take several hours, depending on the amount of data in that field, the system load, and other factors. While a field is being indexed for FTS, you can still do non-fts searches on that field if the underlying relational database permits it. To index a field for FTS, see Defining a field for FTS in the Field Properties window on page 277. For each field that you index for FTS, the amount of disk space required for the FTS index can grow significantly. To estimate approximately how much space is required for your FTS index, see Estimating the size of the FTS index on page 278. Do not define fields for FTS during normal production hours, especially if you have many AR System requests in your database. Indexing uses database and AR System server resources, which can have a significant impact on the performance of your system. Administering FTS 265

266 BMC Remedy Action Request System 7.0 Full text search indexing Indexing for attachments AR System uses the arserverd process (arserver.exe on Windows) to insert or delete data in the FTS indexes. Threads from the Full Text Indexing queue perform the indexing. This queue has one thread by default and more threads can be configured if desired. For more information, see Defining queues and configuring threads on page 153. The indexing mechanism is based on an offline model, where indexing tasks are recorded in a system table (ft_pending) in the database during the originating transaction. The originating transaction typically involves a create entry, set entry, merge entry, or delete entry operation on a form where a field indexed for full text search exists. A full text dispatcher thread processes the indexing tasks in real-time on a first-in, first-out basis, queuing them for indexing threads to process. There is no scheduled indexing task like there might be in a traditional search system. As a result of this indexing model, the performance of the originating transaction is affected only marginally by inserting the indexing task record into the system table, and is not subject to delays associated with full text indexing. However, the data might not be immediately available for searching. The size of the delay depends on the size of the indexing queue and the availability of system resources to perform the indexing. If indexing is disabled by the administrator, indexing tasks are still recorded, preserving the changes for later inclusion when indexing is enabled. Indexing for attachments is selected on a per-field basis, not by attachment pool. Therefore, it is possible to index only some of the attachment fields in a pool. The advantage to indexing only some of the attachment fields can be found in the choice of designating (and appropriately naming) buckets for attachments that are likely to have value when indexed, as opposed to those that will not. The system will attempt to index any attachment that gets placed into an attachment field indexed for FTS. Attachments with unsupported data formats will not be indexed successfully. By guiding users to place attachments in the appropriate buckets, the system can be spared unnecessary processing. 266 Chapter 8 Using full text search

267 Configuring Note: If you index an attachment that has an unsupported format, AR System only indicates that occurrence in the Full Text Indexer log. For more information about this log, see the Optimizing and Troubleshooting guide. Multiple languages and attachment file formats Reindexing With some special considerations for attachment fields, the full text feature can index any content where the character set is compatible with the AR System server s character set. If the AR System server is running as a Unicode server, the full text feature has no restriction on the encoding format of the data content. Content in multiple languages can be indexed and searched. With a non-unicode AR System server, the data content must be compatible with the server s character set. When indexing and searching attachments with common formats, such as Microsoft Office documents and PDF documents, the full text feature can process the data without a dependency on the server s character set. For plain text files, the full text feature requires that the server recognize the character set of the data. Most of the time, you should not have to rebuild your FTS indexes because the AR System server periodically optimizes them after AR System requests are added, changed, or deleted. If you make changes to your Ignore Words List, you will need to rebuild the FTS indexes (reindex). See Full text search indexing on page 266. If you change the Case Sensitivity setting, you will need to rebuild the FTS indexes, and the reindexing is started automatically when the change is saved. To rebuild the index for a specific field, you must deselect the field for indexing on the Database Properties tab of the Field Properties window, save the change, reselect the field for indexing, and save the change. Note: After upgrading FTS from version 6.0 or earlier, you must reindex FTS to complete the FTS index upgrade process. Administering FTS 267

268 BMC Remedy Action Request System 7.0 Time required to rebuild a set of indexes Do not rebuild indexes during normal production hours. Because reindexing rebuilds your entire set of FTS indexes from scratch, it can take a long time, depending on the following factors: The number of fields selected for full text search The amount of data in each field indexed for FTS in each AR System request The system load Whether your indexes are on NFS-mounted or local directories For more information about locating your FTS indexes, see Estimating the size of the FTS index on page 278. After modifying the Ignore Words List When you modify the Ignore Words List and do not reindex, your changes affect only entries that are inserted, deleted, or modified after that time. For example, if you added network to the Ignore Words List, the FTS index ignores the word network only for AR System requests added or modified from this time forward. However, the FTS index with the word network would still exist for all requests created before the Ignore Words List was modified. When you reindex all the fields in all your forms that are currently flagged as indexed for FTS, you create a new FTS index that then ignores the word network in all requests. To change the Ignore Words List, see Using the Ignore Words List on page 249. Note: After modifying the Ignore Words List and before reindexing, automatic index optimization will not work because the search engine detects that the Ignore Words List has changed. This does not affect the integrity of the index, but error messages will be produced by the search engine and recorded in the error log. Do not take any actions as a result of these errors, other than reindexing. 268 Chapter 8 Using full text search

269 Configuring FTS configuration options This section outlines the configuration options for FTS from the Full Text Search tab of the Server Information window. Figure 8-1: Full Text Search configuration options The following options are available: Disable Full Text Searching Controls whether or not the server uses the full text search engine for searching. When disabled, the server uses the search capability of the underlying database, whether or not a user has a full text license. FTS Collection Directory The location in the file system where search engine index files are stored. FTS Configuration Directory The location in the file system where search engine configuration files are stored. Administering FTS 269

270 BMC Remedy Action Request System 7.0 FTS Temp Directory The location in the file system where search engine temporary files are stored. This directory needs to be periodically cleaned of the temporary files that accumulate. Indexing Failure Recovery Interval Defines the number of minutes the server waits between periodic attempts to index entries that failed to index for an unexpected reason in a prior attempt. The default value is 60 minutes. Temporary Table Threshold During the processing of search results, the server will create a temporary table if the number of FTS matches reaches this value. If the number of FTS matches is under this value, the server will use the SQL IN operator for a query on an existing table. The default value is 200. Complex Search Threshold During the processing of search results, the server will combine results from sub-queries to arrive at the final result set. If the number of rows created during processing exceeds this value, the server will return an error message indicating the search is too complex. The default value is 1,000,000. Indexer Optimization Threshold The number of additions, modifications, or deletions that must occur before the server will optimize an index. The default value is The minimum value is 10. Optimization improves the time it takes to search with an index, but can be an intensive operation. Case Sensitivity Defines whether full text searching is case sensitive or case insensitive. This setting affects all fields indexed for full text search and affects how the indexes are built. Therefore, changes to this setting will trigger an automatic reindex. The default value is case insensitive. Search Options Defines how the server modifies qualifications received from the client. The choices are: Force Leading & Trailing Wildcards Ignore Leading & Trailing Wildcards Ignore Leading Wildcard Remove Leading & Trailing Wildcards Query Unchanged (default) 270 Chapter 8 Using full text search

271 Configuring Debugging FTS FTS logging Reindex Initiates the reindexing of all fields selected for full text indexing. This check box will be disabled if a reindex is in progress. The dialog box must be redisplayed for the check box to become active following completion of the reindexing. Disable Full Text Indexer Controls whether or not the server processes indexing tasks that are pending. When disabled, indexing tasks are still recorded for processing at a later time when indexing is enabled. Ignore Words List Defines which words are ignored during indexing. When this button is clicked, a dialog box appears, from which you can add words or upload a text file from your computer that contains a list of words. All debug tracing for full text indexing is logged in the <ar_install_dir>/db/ arftindx.log file. See Full text index logging for information about how to turn on this logging. Entries in this log file represent the operations performed by the full text dispatcher and indexing threads, including the commands sent to the search engine for modifying the indexes. All debug tracing for full text searching is logged in the <ar_install_dir>/ db/arsql.log file, sharing the file with database logging. See SQL logging on page 272 for information about how to turn on this logging. Entries in this log file that represent search engine activity are prefixed with FTS:. All other entries represent database There are two types of logging you can use to help you analyze FTS-related processing: full text index logging and SQL logging. Full text index logging Full text index logging records all full text indexing operations, but not full text searching operations. When you enable full text index logging, descriptions of all indexing operations are recorded to the log file. To enable indexing logging 1 In BMC Remedy Administrator, select a server to administer and choose File > Server Information. Administering FTS 271

272 BMC Remedy Action Request System Click the Log Files tab. Figure 8-2: Server Information window Log Files tab Select the Full Text Index check box. 3 Select Full Text Index check box. 4 In the File Name field, specify a log file name. The default log file name is arftindx.log. The File Name is disabled until you select the related check box. 5 Click OK. SQL logging AR System SQL logging records all full text searching operations, but not full text indexing operations. When you enable SQL logging, descriptions of all FTS operations are recorded to the SQL log file. 272 Chapter 8 Using full text search

273 To enable SQL logging Configuring 1 In BMC Remedy Administrator, select a server to administer and choose File > Server Information. 2 Click the Log Files tab. Figure 8-3: Server Information window Log Files tab Select the SQL check box. 3 Select the SQL check box. 4 In the File Name field, specify a log file name. The default log file name is arsql.log.the File Name is disabled until you select the related check box. 5 Click OK. Administering FTS 273

274 BMC Remedy Action Request System 7.0 Upgrading FTS Upgrading of the full text search option from AR System version 6.0 and earlier is a complete replacement that involves the following tasks: Installing the new search engine and designating key directories for search engine files. Obtaining new full text search licenses of types BMC Remedy AR FTS Fixed and BMC Remedy AR FTS Floating. Determining if any attachment fields are appropriate for full text search and selecting those fields for indexing. Reviewing the fields already selected for indexing. After the search engine is installed and licenses are in place, a list can be generated by turning on Full Text Indexer logging, restarting the AR System server, and viewing the configuration information at the beginning of the log file. A review is important to verify that existing selections add searching value to your system. Those that do not should not be text-indexed, to save system resources. Building new indexes that are compatible with the new search engine by reindexing all fields selected for full text search. This might take a considerable amount of time. Removing files associated with the previous search engine. The following files and directories from your previous FTS installment can be removed. Important: Be sure to back up existing directories and files before removing them. The <AR Server installation directory>\ ftindex subdirectory The <AR Server installation directory>\common\arfts or <AR Server installation directory>\arserver\common\arfts subdirectory The <AR Server installation directory>\arserver\common\_nti40 subdirectory The following files in the <AR Server installation directory>\db or <AR Server installation directory>\arserver\db : arftp.lst 274 Chapter 8 Using full text search

275 Configuring arftinp.lst The following files in the <AR Server installation directory> or <AR Server installation directory>\bin or <AR Server installation directory> \common\*\bin: loc_xlt.* xlt_fn.* vdk200.* arservftd or arfts.exe Upgrading FTS 275

276 BMC Remedy Action Request System 7.0 Assigning FTS licenses to users To perform a full text search, users must be assigned a fixed or floating FTS license. You specify the type of license that users have through their request in the User form, as you would with their AR System write licenses. To license a user for FTS 1 Open the User form in BMC Remedy User. 2 Search the database for the user who you want to license for FTS and open a window. Figure 8-4: User form 3 Select the Full Text License Type option for the type of FTS license that you want the user to have, whether fixed or floating. 4 Click Save. If you issued the user a fixed FTS license, a confirmation message appears. 5 Click OK to acknowledge the message. If you do not have an available FTS license, or you do not have FTS capability, you will receive an error message. 276 Chapter 8 Using full text search

277 Configuring Defining a field for FTS in the Field Properties window Use the Field Properties window to create an FTS index of text in character, diary, or attachment fields. Do not define fields for FTS during normal production hours, especially if you have many AR System requests in the forms for which you are defining FTS fields. Note: The Index For FTS check box does not appear for servers that are not licensed for the FTS option or for field types that are not valid for full text search. To define a field for FTS 1 Open the Field Properties window. 2 Click the Database tab. Figure 8-5: Database tab in Field Properties window 3 Select the Index For FTS check box. Defining a field for FTS in the Field Properties window 277

278 BMC Remedy Action Request System Select the Literal Index check box if the field is defined for literal (whole field) searching. The search engine builds a different type of index for this type of searching, so it must be specified at design time. The literal index option is available only for character fields of or fewer characters. 5 Save your changes. AR System begins to index the field for FTS. The FTS index for a field is automatically updated and does not require manual administration when you create, delete, or modify requests. Estimating the size of the FTS index Place the FTS index in a directory that has sufficient disk space. The directory must be large enough to accommodate at least two times the amount of data that is indexed for FTS. For example, if the total amount of data in all fields you want to be indexed for FTS in all forms is 100 MB, then at least 200 MB of disk space is required for the indexes. This example of determining the size of an FTS index is an approximation only. To estimate the size of the FTS index Use this procedure to determine approximately how much disk space is occupied by the FTS index. 1 Estimate the size of text in your database. For example, take a small sample of requests and calculate the average size of data in the field. Then multiply this average by the number of AR System requests to derive the size of text in your database. 2 Use a minimum number of 2 as a multiplier. The ratio of the size of the FTS index to source text can differ widely based on, for example, the size of your Ignore Words List. If the estimated size of text is 100 MB, the FTS index occupies at least 200 MB of disk space: 100 MB * 2.0 = 200 MB as the lower boundary of the FTS index and 100 MB * 2.5 = 250 MB as the upper boundary. 278 Chapter 8 Using full text search

279 Configuring Displaying FTS weight in a results list In the Results List Fields tab of the Form Properties dialog box, you can configure results lists to display the FTS weight for all requests retrieved. To display FTS weight in a results list: 1 In BMC Remedy Administrator, open the form for which you want to define the results list format. 2 Choose Form > Form Properties. The Form Properties dialog box appears. Figure 8-6: Form Properties dialog box 3 Click the Results List Fields tab. 4 From the Fields in Form list, select WEIGHT. 5 If necessary, specify a Separator and Width. 6 Click Add. 7 Click OK to save your results list definition. Defining a field for FTS in the Field Properties window 279

280 BMC Remedy Action Request System 7.0 The Weight field displays the weighted value of retrieved AR System requests when you create a results list in BMC Remedy User. If sorted by descending weight, the requests are listed in order, based in a relevance factor calculated by the search engine. 8 Save the form. 280 Chapter 8 Using full text search

281 A Working Appendix with the Request ID field Follow the procedures in this section to improve the performance or enhance the security of your AR System environment. The following topics are provided: Working with the Request ID field (page 282) Note: These procedures address the most commonly requested AR System technical information. For access to the complete set of AR System technical information and procedures, visit the Customer Support website at Working with the Request ID field 281

282 BMC Remedy Action Request System 7.0 Working with the Request ID field Every form defined in AR System contains a set of core fields. The Request ID field is one of those core fields and has a unique field ID of 1. You can change the label of this field to something other than Request ID, but the field ID will always remain 1. The Request ID field contains a character string that holds a unique index for each request. The form of this string is an optional prefix, which can consist of any alphanumeric characters, followed by a 0-padded numeral (for example, HD ). The length of the Request ID field must be either 1 or between 5 and 15 characters, inclusive. Specifying a length of 1 causes leading zeroes to be stripped from the value in the Request ID. The prefix can be as long as the total length of the field less five characters. When new requests are submitted, AR System generates a new ID for the request by appending the next available ID to the prefix, if a prefix is specified. Then, AR System increments the next available ID in preparation for the next request to be submitted. The Request ID field contains a unique number sequence. Create other fields to contain information that is specific to your site instead of using the Request ID field. Overloading the Request ID field with other information can restrict your ability to control this data and limits the flexibility of searches on the data. Sometimes, it is necessary to work with the Request ID value or the Request ID field in the database. The following section contains these topics: Changing the next available ID for new requests on page 283. Changing the Request ID field length or prefix on page 285. Preserving existing Request ID field values on page 286. Changing existing Request ID field values to a new format on page 286. Updating the Request ID field in other AR System tables on page Appendix A Working with the Request ID field

283 Configuring Changing the next available ID for new requests You can change the next available ID when creating new AR System requests. This ID is used to automatically generate the unique index number that is attached to each AR System request. Under some conditions, you might need to reset the next available ID. For example, you might need to establish different ranges for a similar form on two different servers, or you might need to reserve a range of numbers for later use. Note: Do not change the next available ID to a number lower than the greatest existing ID. The Request ID field value must be unique within AR System, and resetting the ID to a lower number could conflict with existing Request ID field values. If you try to submit a request with an existing ID, AR System will return an error and prevent the request from being submitted until the conflict is resolved. If you must change the next available ID, make the change when the system is not in use to avoid conflicts with users who are submitting new requests. Changing the next available ID for SQL databases To change the next available ID for a form in an SQL database 1 Stop AR System server. 2 Using any front-end tool that allows direct access to an SQL database, log in as a user with write access to the AR System tables. 3 Connect to the AR System table area. 4 Find the Request ID field for the form you want to modify. 5 Update the next available ID. 6 Restart the AR System server. Example SQL database procedures The following sections are examples of how to change the next available ID for DB2 Universal, Informix, Oracle, and Microsoft SQL and Sybase databases. In these examples, the next available ID for a form named ZZZ is changed from the current value of 1291 to a new value of Working with the Request ID field 283

284 BMC Remedy Action Request System 7.0 DB2 Universal database example >open DB2 command center Connect to AR System. >select name, nextid from arschema where name = 'ZZZ'; NAME NEXTID ZZZ row(s) retrieved. >update arschema set nextid = where name = 'ZZZ'; 1 row(s) updated. Informix database example % dbaccess - - >database ARSystem; Database selected. >select name, nextid from arschema where name = 'ZZZ'; name nextid ZZZ row(s) retrieved. >update arschema set nextid = where name = 'ZZZ'; 1 row(s) updated. ><Control-C> Oracle database example % sqlplus Enter user-name: ARAdmin Enter password: <password> (AR#Admin# by default.) SQL>select name, nextid from ARAdmin.arschema where name ='ZZZ'; NAME NEXTID ZZZ 1291 SQL>update ARAdmin.arschema set nextid = where name = 'ZZZ'; 1 row updated. SQL>Commit; commit complete SQL>exit Microsoft SQL Server and Sybase database example % isql -Usa Password: <password> 1>use ARSystem 2>go 1>select name, nextid from arschema where name = 'ZZZ' 2>go name nextid ZZZ Appendix A Working with the Request ID field

285 Configuring (1 row affected) 1>update arschema set nextid = where name = 'ZZZ' 2>go (1 row affected) 1>exit Changing the Request ID field length or prefix After using a form for a while, you might need to change the prefix or length of the Request ID field, the key field in a form. Often, this change can be made and existing requests can retain the format used previously. However, you might need to convert existing Request ID field values to match the new prefix or length. This section offers background information and procedures to help you make changes to the Request ID. To change the length of the request ID field 1 Log in to BMC Remedy Administrator as a user with administrator access. 2 Open the form you want to alter. 3 Double-click the Request ID field. The Field Properties dialog box appears. 4 Click the Database tab and specify the desired length in the Input Length field. Note: The length of the Request ID field must be either 1 or between 5 and 15 characters, inclusive. If you specify 1, leading zeroes are stripped from the value the Request ID field. If you specify a prefix for the Request ID field, the field must be at least five characters greater than the prefix. 5 Save the changes to the form. To change the prefix of the request ID field 1 Log in to BMC Remedy Administrator as a user with administrator access. 2 Open the form you want to alter. 3 Double-click the Request ID field. The Field Properties dialog box appears. 4 Click the Attributes tab. Working with the Request ID field 285

286 BMC Remedy Action Request System Specify the desired prefix in the Default Value field. Note: The Request ID field must be between 5 and 15 characters in length. If you specify a prefix for the Request ID field, the field length must be at least five characters greater than the prefix. 6 Save the changes to the form. Preserving existing Request ID field values You might want to preserve the existing Request ID field values of your AR System requests for the following reasons: Backward compatibility You might have cross-references that see requests by the Request ID field value. History The Request ID field values were created with the old format, and there is no need for change. Design The design of your AR System calls for periodic change to the Request ID field. For example, you might use the current year as a prefix for the Request ID field. No data No requests have been submitted, so there are no Request ID fields to be converted. Changing existing Request ID field values to a new format You might want to change the values of existing Request ID fields for your AR System requests for any of the following reasons: Consistency All the Request ID field values for a form follow the same format. If the format changes, all the requests change to match the format. Design The design of your AR System has changed, and this design references the new format of the Request ID field. This is usually a change of the length of the field from a default setting of 15 to something shorter, and you need to eliminate the extra leading zeros. This section explains two methods of updating existing Request ID field values: Using an AR Export (.arx) file on page 287. Using SQL commands to shorten the Request ID field on page Appendix A Working with the Request ID field

287 Configuring After implementing one of the strategies in this section, read Updating status history tables on page 296 and Updating attachment tables on page 297. WARNING: Back up your database before performing the actions described in this section to make sure your original data is saved if there is a failure during the update. Using an AR Export (.arx) file You can edit AR Export (.arx) files regardless of the database underlying your AR System. You can use the.arx strategy or a different strategy that bypasses AR System to operate directly in the database. To change the existing Request ID field format through an AR Export file 1 In BMC User, open the form you want to change. 2 Choose Tools > Reporting. The Report dialog box appears. 3 Choose Report > New or double-click << New Style >>. The Properties - << New Style >> dialog box opens. 4 Click Add All to add all the fields to the report style. 5 Select the Request ID field under Selected Fields and move it to the top of the list. 6 Choose Report > Export To > File and use.arx format to save all the data for the form to a file. 7 Close the Report dialog box. 8 Edit the file to change the format of the Request ID field. See Editing the.arx file on page In BMC User, delete all requests in the form. 10 Close BMC User. 11 Open BMC Remedy Import. Working with the Request ID field 287

288 BMC Remedy Action Request System Choose File > Open Import File. The Open Import File dialog box appears. 13 Select the file you edited, and click Open. 14 Choose File > Open Form. The Open Form dialog box appears. 15 Select the form you want to change and click OK. 16 Click Add All. 17 Choose File > Preferences. The Preferences dialog box appears. 18 Click the Data tab. Disable fields pattern matching and make required fields optional during import by selecting the check boxes. 19 Click the Duplicate Request ID tab, and select the Reject Duplicate Record option. 20 Click OK to close the Preferences dialog box. 21 Choose Import to start the import process. Editing the.arx file After the first few header lines, the remaining lines in the.arx file have the following format: DATA " " "<other_data>" 1 "<other_data>" where <other_data> is data from the form. The Request ID field always follows the keyword DATA. In this example, the Request ID field has no prefix and is 15 characters in length. Use a text editor, such as WordPad, to convert the format of the Request ID field. The following procedures show how you can shorten a Request ID field with a length of 15 characters to 10 characters and add a prefix of ABC. To edit the.arx file in Windows 1 Open the.arx file in a text editor that has a Find/Replace command with a feature for matching case (for example, WordPad). 288 Appendix A Working with the Request ID field

289 Configuring 2 Use the Find/Replace command to search for DATA " Note: This command contains 8 zeros. Five of these represent the difference between the original length of 15 characters and the new length of 10 characters. The other 3 zeros represent the spaces to be replaced by ABC. 3 Use the match case feature. 4 Replace all instances of DATA " with DATA "ABC. 5 Save the changes to the file. To edit the.arx file in UNIX 1 Open the file in a text editor. 2 Type the following command: g /^DATA " /s//DATA "ABC/ 3 Save and close the file. Using SQL commands to shorten the Request ID field Only administrators running AR System with an SQL database can update existing request ID field values by directly accessing the SQL database. The syntax for direct access is different for each SQL database that AR System supports. These commands are described in the examples in this section. To use the methods described in this section, you must be familiar with basic commands in the SQL command interface. SQL commands bypass AR System completely. If you bypass AR System, verify that all data is valid when you are finished. Tip: Create a practice table in your database and practice the commands you will issue to make sure that you are issuing the correct commands. Make sure you back up your database or all the relevant tables. Note: When you change the length of the Request ID field in a database table, all related database tables, such as status history tables (H Tables), and Attachment tables (B Tables and BC Tables) must also be updated. Working with the Request ID field 289

290 BMC Remedy Action Request System 7.0 Important: Stop AR System before you attempt any database modifications. Finding the name of the table Before you can shorten the request ID field value, you must find the table holding the form being changed. To find the table name, you must know the schema ID and, in some cases, the field ID of the field to be changed. To find the table name, follow these basic steps: Step 1 Step 2 Step 3 Find the correct schema ID for your form. Find the correct field ID for your field, if necessary. Construct the name of the table using the schema ID and field ID you found in the previous steps. To find the correct schema ID for your form Perform the following query: Select SchemaId, name from arschema order by 2 This query returns a list of schema IDs and associated form names. To find the correct field ID (after you know the schema ID) Perform the following query. This example assumes that the schema ID is 43: Select FieldId, FieldName from field where SchemaId = 43 This query returns a list of field IDs and associated field names. 290 Appendix A Working with the Request ID field

291 To construct the name of a table from schema ID and field ID Configuring Use the schema ID, field ID, and information in the following table to construct your table name. Table A-1: AR System table name constructs Table name T<schema_ID> T<schema_ID>C<field_ID> H<schema_ID> B<schema_ID> B<schema_ID>C<field_ID> Description A table that contains the data in your form. A table named T43 indicates that 43 is the schema ID. (Oracle only) Used for backward compatibility with forms created using AR System versions prior to 4.5. It is a table that contains long text and diary data. For example, a table named T43C indicates that 43 is the schema ID and is the field ID. In many cases, there will be more than one long text or diary field on the form. A table that contains the Status History information for your form. A table named H43 indicates that 43 is the schema ID. For more information about the status history table, see the Database Reference guide. A table that contains a list of all the attachments and related information for each record in your form. A table named B43 indicates that 43 is the schema ID. For more information about the attachment tables, see the Database Reference guide. A table that contains the actual Binary objects for attachment fields in your form. A table named B43C indicates that 43 is the schema ID and is the field ID. In this example, the field ID for the attachment field is In some cases, there will be more than one attachment field on the form. Working with the Request ID field 291

292 BMC Remedy Action Request System 7.0 Note: For T<schema_ID> and B<schema_ID> tables, the request ID column of the table is always named C1. For the H<schema_ID> tables, T<schema_ID>C<field_ID> tables, and B<schema_ID>C<field_ID> tables, the Entry ID column is equivalent to the C1 column. Changing existing Request ID field value format when the Request ID has a prefix The following examples assume that the table is named T43, that the prefix is HD, and that the field size (including the prefix) will be 8 characters. The 6 represents the number of characters to keep, starting from the right side of C1. C1 is originally 15 characters long. Make sure that the number of characters in your prefix plus the second parameter in the RIGHT function is equal to the new size of the C1 field. DB2 database examples To add a prefix to the T<schema_ID> table, use the following syntax: update T43 set C1 = 'HD' RIGHT(C1, 6) To add a prefix to the B<schema_ID> table, use the following syntax: update B43 set C1 = 'HD' RIGHT(C1, 6) For the H<schema_ID> table, use the following syntax: update H43 set entryid = 'HD' RIGHT(entryId, 6) For the B<schema_ID>C<field_ID> tables, use the following syntax: update B43C set entryid = 'HD' RIGHT (entryid, 6) Informix database examples In the following examples, the request ID is being shortened from 15 to 8 characters. The prefix HD is concatenated to the last 6 characters in the string, consisting of positions 10 through 15. Note that for Informix databases, you must log in as the root user. To add a prefix to the T<schema_ID> table, use the following syntax: update T43 set C1 = 'HD' C1[10,15] To add a prefix to the B<schema_ID> table, use the following syntax: update B43 set C1 = 'HD' C1[10,15] For the H<schema_ID> table, use the following syntax: update H43 set entryid = 'HD' entryid[10,15] 292 Appendix A Working with the Request ID field

293 Configuring For the B<schema_ID>C<field_ID> tables, use the following syntax: update B43C set entryid = 'HD' entryid[10,15] Note: In the functions C1[10,15] and entryid[10,15], the 10 represents the starting position of the characters to keep and 15 represents the ending position. Oracle database examples To add a prefix to the T<schema_ID> table, use the following syntax: update T43 set C1 = 'HD' substr(c1,10,6); To add a prefix to the B<schema_ID> table, use the following syntax: update B43 set C1 = 'HD' substr(c1,10,6); For the H<schema_ID> table, use the following syntax: update H43 set entryid = 'HD' substr(entryid,10,6); For the B<schema_ID>C<field_ID> tables, use the following syntax: update B43C set entryid = 'HD' substr(entryid,10,6); For the T<schema_ID>C<field_ID> tables, use the following syntax: update T43C set entryid = 'HD' substr(entryid,10,6); Note: In the functions substr(c1,10,6) and substr(entryid,10,6), the 10 represents the starting position of the characters to keep and the 6 is the number of characters to keep. Microsoft SQL Server and Sybase database examples To add a prefix to the T<schema_ID> table, use the following syntax: update T43 set C1 = "HD"+ RIGHT(C1, 6) To add a prefix to the B<schema_ID> table, use the following syntax: update B43 set C1 = "HD" + RIGHT(C1, 6) For the H<schema_ID> table, use the following syntax: update H43 set entryid = "HD" + RIGHT(entryId, 6) For the B<schema_ID>C<field_ID> tables, use the following syntax: update B43C set entryid = "HD" + RIGHT (entryid, 6) Working with the Request ID field 293

294 BMC Remedy Action Request System 7.0 Changing existing Request ID field value format when the Request ID does not have a prefix The following examples assume that the table is named T43 and that the field size will be 8 characters. The 8 represents the number of characters to keep, starting from the right side of C1. C1 is originally 15 characters long. Make sure that the number of characters in the second parameter in the RIGHT function is equal to the new size of the C1 field and that the sum of the two numeric values in the SUBSTR function is 16 (1 greater than the original length of C1). DB2 database examples To add a prefix to the T<schema_ID> table, use the following syntax: updcolate T43 set C1 = RIGHT(C1, 8) To add a prefix to the B<schema_ID> table, use the following syntax: update B43 set C1 = RIGHT(C1, 8) For the H<schema_ID> table, use the following syntax: update H43 set entryid = RIGHT(entryId, 8) For the B<schema_ID>C<field_ID> tables, use the following syntax: update B43C set entryid = RIGHT (entryid, 8) Informix database examples For Informix databases, you must log in as the root user. In the following examples, the Request ID is being shortened from 15 to 8 characters. The request ID will consist of the last 8 characters in the string, consisting of positions 8 through 15. To add a prefix to the T<schema_ID> table, use the following syntax: update T43 set C1 = C1[8,15] To add a prefix to the B<schema_ID> table, use the following syntax: update B43 set C1 = C1[8,15] For the H<schema_ID> table, use the following syntax: update H43 set entryid = entryid[8,15] For the B<schema_ID>C<field_ID> tables, use the following syntax: update B43C set entryid = entryid[8,15] Note: In the functions C1[8,15] and entryid[8,15], the 8 represents the starting position of the characters to keep and 15 represents the ending position. 294 Appendix A Working with the Request ID field

295 Configuring Oracle database examples To add a prefix to the T<schema_ID> table, use the following syntax: update T43 set C1 = substr(c1,8,8); To add a prefix to the B<schema_ID> table, use the following syntax: update B43 set C1 = substr(c1,8,8); For the H<schema_ID> table, use the following syntax: update H43 set entryid = substr(entryid,8,8); For the B<schema_ID>C<field_ID> tables, use the following syntax: update B43C set entryid = substr(entryid,8,8); For the T<Schema_ID>C<field_ID> tables, use the following syntax: update T43C set entryid = substr(entryid,8,8); Note: In the functions substr(c1,8,8) and substr(entryid,8,8), the first 8 represents the starting position of the characters to keep, and the second 8 is the number of characters to keep. Microsoft SQL Server and Sybase database examples To add a prefix to the T<schema_ID> table, use the following syntax: update T43 set C1 = RIGHT(C1, 8) To add a prefix to the B<schema_ID> table, use the following syntax: update B43 set C1 = RIGHT(C1, 8) For the H<schema_ID> table, use the following syntax: update H43 set entryid = RIGHT(entryId, 8) For the B<schema_ID>C<field_ID> tables, use the following syntax: update B43C set entryid = RIGHT (entryid, 8) Using SQL commands to lengthen the Request ID field value The format for all the supported databases is the same for lengthening the Request ID field format as with shortening the Request ID field format. See Using SQL commands to shorten the Request ID field on page 289 for hints about how to run the SQL interface, how to find the name of the table to be changed, and how to exit the SQL interface. Note: The maximum length allowed for the Request ID field is 15 bytes. Working with the Request ID field 295

296 BMC Remedy Action Request System 7.0 In the following example, the length of the field is restored to 15 characters from the current 10 characters by adding 5 leading zeros to the existing value of the Request ID field and assigning the resulting 15-character string to the Request ID field. When you have determined the name of the table (T43 in the example), issue the one of the following commands at the prompt: DB2 % update T43 set C1 = '00000' C1 Informix % update T43 set C1 = '00000' C1 Oracle % update T43 set C1 = '00000' C1 Sybase and Microsoft SQL Server % update T43 set C1 = '00000' + C1 If you want to add a prefix, specify the prefix as part of the string to be added. For example, if you want to expand to 15 characters and add a prefix of ABC, use 'ABC00' instead of '00000' in the preceding example. Updating the Request ID field in other AR System tables When you change the Request ID in a main data table, you must also consider whether you need to make a similar change to the status history table and attachment tables. Updating status history tables Status History information is stored in a separate table. This table uses the Request ID field as the link to the main table. Accordingly, you use the same procedure to change the Request ID field values in the status history table as you do in other tables. To update the status history table, use the commands described in the previous examples, substituting H43 for T43 and entryid for C1. For more information, see AR System table name constructs on page 291. For more information about the status history table, see the Database Reference guide. 296 Appendix A Working with the Request ID field

297 Updating attachment tables Configuring Attachment information is stored in two tables, the Attachment Details table and the Attachment Data table. The Attachment Details table holds attachment characteristics, such as the name and size of the attachment, and the Attachment Data table holds the actual attachment. These tables also use the Request ID field as the link to the main table. Accordingly, you use the same procedure to change the Request ID field values in the status history table as you do in other tables. The Attachment Details table is named with a B followed by the schema ID (for example, B3). The Attachment Data table is named with a B followed by the schema ID, followed by C, followed by the attachment field ID. For example, the Attachment Data table might be called B7C , where 7 is the schema ID, and is the attachment field ID. The column holding the Request ID in the Attachment Details table is named C1, and in the Attachment Data table, it is named entryid. To update the Request ID field in the attachment tables, use the commands described in the previous examples, substituting the appropriate table name, and using C1 or entryid for the Request ID. For more information, see AR System table name constructs on page 291. For more information about attachment tables, see the Database Reference guide. Working with the Request ID field 297

298 BMC Remedy Action Request System Appendix A Working with the Request ID field

299 B AR Appendix System configuration files This section contains information about the AR System configuration files. Each file name is listed by its UNIX name. Where it is different, the Windows equivalent is listed in parentheses after the UNIX name. The following topics are provided: ar (page 300) ar.conf (ar.cfg) (page 300) ardb.conf (ardb.cfg) (page 341) armonitor.conf (armonitor.cfg) (page 343) AR System configuration files 299

300 BMC Remedy Action Request System 7.0 ar Description The ar file contains the list of AR System servers to which the client tools (BMC Remedy User, BMC Remedy Administrator, BMC Remedy Alert, and BMC Remedy Import) connect if no servers are specified on startup. The ARGetListServer function uses this file to return a list of available servers. The format of this file consists of two fields separated by a space or tab: <server-name> <server-information-list> The <server-name> parameter is the name of the server machine. The name is resolved to a network address by using the name resolution strategy of the local machine. The <server-information-list> parameter identifies the server as an AR System server (AR) as well as the TCP port and RPC program numbers, as applicable. Lines with a pound sign (#) in column 1 are treated as comments and are ignored. Synopsis Environment Examples UNIX $ARCONFIGDIR/ar Windows <ar_home_dir>\ar ARCONFIGDIR UNIX only Specifies the directory where the ar.conf file and other AR System configuration files are stored. This directory defaults to <ar_install_dir>/conf if you do not set this variable. The following directory file registers two server machines as AR System servers: ar.conf (ar.cfg) # Directory file for AR System servers remedy AR server2 AR;;3030;; The example includes the TCP port and RPC program numbers for server2. Description The ar.conf (UNIX) or ar.cfg (Windows) file contains AR System server configuration changes and is dynamically created when you install AR System server. When you make a server configuration change in BMC Remedy Administrator, the configuration parameters and their new values appear in the configuration file. 300 Appendix B AR System configuration files

301 Configuring Any process can retrieve configuration information from the ar.conf (ar.cfg) file by using the ARGetServerInfo function. You can modify the information by using the ARSetServerInfo function. Updates made using ARSetServerInfo take effect immediately. Manual changes to the file do not take effect until the AR System server process is restarted or signaled to reread the configuration file with arsignal -c. Synopsis Options UNIX <ar_install_dir>/conf/ar.conf Windows <ar_install_dir>\conf\ar.cfg The format of this file consists of two fields separated by a space or tab: <parameter> <value> Each parameter represents a particular configuration option. The associated value represents the current setting for that option. All numeric values are in a base 10 system. The available configuration options (and the valid settings for each) are described in the following table. Lines that do not begin with one of these options are ignored. Lines with a pound sign (#) in column 1 are treated as comments and ignored. The following table lists the options available for the ar.conf (UNIX) or ar.cfg (Windows) file. All options can be set by using BMC Remedy Administrator unless otherwise denoted by the table s footnotes. Note: All parameters in the configuration file might be updated manually. Entries are case a space sensitive so be careful when making any manual updates to this file. ar.conf (ar.cfg) 301

302 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Active-Link-Dir Active-Link-Shell Admin-Only-Mode Alert-Check-Users Alert-Log-File Description The directory where active link server run processes are stored. Only commands located in the specified directory can be run. This is a security feature that makes sure clients or API programs can use only a safe set of server processes. (UNIX only) A shell that will be the parent of any active link server process. This parameter causes the server to start the shell with the specified process as a parameter. This is a security feature. The specified shell might be a security shell that verifies a path, or runs with a user ID other than the one that the server uses. For example, if the server runs as root and an administrator specified a shell that runs as a lower user privilege, an active link will invoke the shell that runs as a user, instead of as root. You can also set this parameter in the Advanced tab of the Server Information dialog box. See Configuring AR System servers on page 124 for more information about the Server Information dialog box. A setting indicating that only administrators and subadministrators can access the server. Valid values for this option are T and F. The default is F (not in adminonly mode). Tells the AR System server to check all registered alert user connections at startup time. This might slow the startup process, but it removes all inaccessible connections. Valid values for this option are T and F. The default is F (do not check alert users). The name of the file to use if alert tracing is turned on (see Debug-mode on page 314). This argument is expressed as the full path name. Alert-Outbound-Port The specific TCP port to which the AR System server binds when sending alerts. If more than one worker thread is running in the alert queue, this setting represents the starting port number in a range of consecutive port numbers that are assigned in sequence to the threads. Alert-Send-Timeout Sets the time limit (in seconds) allowed for making contact with alert clients. Two attempts are made to deliver an alert and if the second attempt fails, the alert registration is removed. The default time limit is 7 seconds. Allow-Backquote-In- Process-String Allows the server to run a process with a backquote in the process name or in its arguments. Valid values are T and F. The default is F. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 302 Appendix B AR System configuration files

303 Configuring Table B-1: ar.conf (ar.cfg) file options Option Allow-Guest-Users A flag indicating whether the AR System server accepts guest users. Guest users are users not registered with AR System in a User form. If allowed, guest users have no permissions but can perform some basic operations. Guest users can submit requests to forms for which permission has been given to the Public group and fields have been defined as allowing any user to submit. If not allowed, unregistered users have no access to the system. Valid values for this option are T and F. The default value is T (allow guest users). Allow-Unqual-Queries A flag indicating whether the AR System server allows unqualified searches. Unqualified searches are ARGetListEntry or ARGetListEntryWithFields calls in which the qualifier parameter is either NULL or has an operation value of zero (AR_COND_OP_NONE). These searches can cause performance problems because they return all requests for a given form. (This operation is especially problematic for large forms.) Valid values for this option are T and F. The default value is T (allow unqualified searches). Alternate-Approval- Reg 2 API-Log-File Application-Enable 2 Approval-Defn-Check- Interval 2 Description Specifies whether the Approval Server will listen for the AR System server's signal directly (F) or listen for the application dispatcher to signal (T). Only one server process should be listening for the signal from the AR System server. By default, the Approval Server knows to listen for the AR System server's signal. When you are running the application dispatcher, you want the dispatcher to listen for the AR System server, and you want the dispatcher to send a different signal to the Approval Server. If your application that relies upon the application dispatcher, make the following changes: Set Alternate-Approval-Reg to T. Add apsvcdsp to the armonitor.cfg/armonitor.conf file so the dispatcher is started. The name of the file to use if API tracing is turned on (see Debug-mode on page 314). This argument is expressed as the full path name. A flag that indicates whether to create the Application Pending form to support Application-Command syntax even if there is no Approval Server license. Valid values are T and F. The default is F (no Application Pending form is created). The interval (in seconds) at which the Approval Server will check for changed or updated data in the data definition forms. Approval-Log-File 2 Full path of the Approval Server log file. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 303

304 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Approval-Notify 2 Specifies the approval notifications configured from the Server Settings dialog box. There is an Approval-Notify entry for each ID. The syntax is as follows: Approval-Notify: <ID> <value> Do not be make these changes in the ar.cfg (ar.conf) file. From the AP:Administration form, click the Server Settings link to open a dialog box with configuration settings for the Approval Server. Approval-RPC-Socket 2 Specific RPC Program Number the Approval Server uses when contacting AR System. This allows you to define a specific AR System server that the Approval Server can use privately. Approval-Web-Doc-Dir 2 Virtual path to web document directory for the Approval Server. ARDBC-LDAP-Base-DN 2 ARDBC-LDAP-Cache-TTL 2 Description Specifies a base DN to be used instead of the root DN as the starting point for discovering vendor tables when you are designing vendor forms. For example: ARBDC-LDAP-Base-Dn: CN=Users, DC=ldapesslab,DC=com Specifies the time limit (in seconds) that data will remain cached. Set to 0 for no time limit. The default value is 60 seconds. ARDBC-LDAP-Cache- MaxSize 2 ARDBC-LDAP-Cert-DB 2 ARDBC-LDAP-Cert-Name 2 Specifies the size limit (in bytes) for the cache. Set to 0 for no size limit. The default is bytes. The directory name of the certificate database. The cert7.db and key3.db certificate database files are located in this directory. If the directory is not specified, the LDAP plug-in will look under the AR System installation directory for these files. The path in this option is used only when ARDBC-LDAP-UsingSSL is set to T. For future use. This option is not yet implemented. ARDBC-LDAP-Connect- Timeout 2 Specifies the number of seconds that the plug-in will wait for a response from the directory service before it fails. The minimum value is 0, in which case the connection must be immediate. The maximum value is the External- Authentication-RPC-Timeout setting. If the ARDBC-LDAP-Connect-Timeout setting is not specified, the default value is set to the value of External-Authentication-RPC-Timeout setting (the default is 40 seconds). For example, to set the connection timeout for the ARDBC LDAP plug-in to 5 seconds: ARDBC-LDAP-Connect-Timeout: 5 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 304 Appendix B AR System configuration files

305 Configuring Table B-1: ar.conf (ar.cfg) file options Option ARDBC-LDAP-Drop- Large-Values 2 ARDBC-LDAP-Hostname 2 ARDBC-LDAP-Key-DB 2 ARDBC-LDAP-Key- Password 2 ARDBC-LDAP-Page-Size 2 ARDBC-LDAP-Port 2 ARDBC-LDAP-Time- Format 2 Description This option is obsolete in version 7.0 and later. The host name of the system on which the directory service is running. If the host name is not specified, the ARDBC LDAP plug-in will use localhost as the host name. For example: ARDBC-LDAP-Hostname: server1.eng.remedy.com For future use. This option is not yet implemented. For future use. This option is not yet implemented. This parameter configures the page size in the pagedresultscontrol of the ARDBC LDAP plug-in search request. It specifies the number of entries to be returned in a single page from the external directory server in the set of results to the client when processing a search request containing the pagedresultscontrol. The maximum value for this parameter is 100,000 and the minimum value is 100. The default value is 10,000 if there is no value set. The syntax for this parameter is as follows: ARDBC-LDAP-Page-Size: <int> For example: ARDBC-LDAP-Page-Size: 1000 For information about ARDBC LDAP, see the Integrating with Plug-ins and Third-Party Products guide. The port number on which the directory service is listening for clients. Maps date and time data into one of several formats that various LDAP servers recognize. Valid values are as follows: 0 Generalized Time Format YYYYMMDDHHMMSSZ This format is recognized by all LDAP servers and is recommended. 1 AD Generalized Time Format YYYYMMDDHHMMSS.0Z This format is only recognized by Microsoft Active Directory servers. 2 UTC Time Format YYMMDDHHMMSSZ This is a historical format and does not indicate the century. It is not recommended. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 305

306 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option ARDBC-LDAP-Use-Cache 2 Activates caching of search requests. The values are T and F. After a cache is enabled, search requests issued via the ARDBC Plugin will be cached. Subsequent matching search requests will be satisfied from the cache. ARDBC-LDAP-User-DN 2 The distinguished name (DN) of the user account that the ARDBC LDAP plugin will use to search and modify the contents of the directory service. For example: ARDBC-LDAP-User-DN: server1\admin ARDBC-LDAP-UsingSSL 2 Establishes a secure socket layer (SSL) connection to the directory service. The values are T and F. If you use LDAP over SSL, then you must also specify the file name of the certificate database used to establish the connection. AREA-LDAP-Bind- Password 2 AREA-LDAP-Bind-User 2 AREA-LDAP-Cert-DB 2 AREA-LDAP-Chase- Referral 2 Description The password of the user account that the AREA LDAP plug-in will use to find the user object using the User Search filter. If the Distinguished Name is not specified, the AREA LDAP plug-in will use an anonymous login to find the user object. If the target directory service does not allow anonymous access, then you must specify a Distinguished Name and Password; otherwise, the plug-in will be unable to determine the distinguished name of the user. The distinguished name (DN) of the user account that the AREA LDAP plug-in will use to find the user object using the User Search filter. If the DN is not specified, the AREA LDAP plug-in will use an anonymous login to find the user object. If the target directory service does not allow anonymous access, then you must specify a Distinguished Name and Password; otherwise, the plug-in will be unable to determine the distinguished name of the user. An example of this option is: AREA-LDAP-Bind-User: ldapesslab\admin The directory name of the certificate database. The cert7.db and key3.db certificate database files are located in this directory. If the directory is not specified, the LDAP plug-in will look under the AR System installation directory for these files. This path is used only when ARDBC-LDAP-UsingSSL is set to T. Enables automatic referral chasing by LDAP client. By default, referrals are not chased. The options are T and F. This option is for Microsoft Active Directories only. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 306 Appendix B AR System configuration files

307 Configuring Table B-1: ar.conf (ar.cfg) file options Option Description AREA-LDAP-Connect- Timeout 2 AREA-LDAP- 2 AREA-LDAP- - Default 2 Specifies the number of seconds that the plug-in will wait to establish a connection with the directory service. The minimum value is 0, in which case the connection must be immediate. The maximum value is the External- Authentication-RPC-Timeout setting. If the AREA-LDAP-Connect-Timeout setting is not specified, the default value is set to the value of External-Authentication-RPC-Timeout setting (the default is 40 seconds). For example, to set the connection timeout for the AREA LDAP plug-in to 5 seconds, enter: AREA-LDAP-Connect-Timeout: 5 The name of the attribute that specifies the address of the user. This attribute corresponds to the Address field in AR System User form. If the attribute is not specified, the specified default or a system default is applied. The value that the AREA LDAP plug-in uses if the AREA-LDAP- parameter is not specified nor has no value for the user. AREA-LDAP-Group-Base 2 The base of LDAP directory to search the groups from. The following keywords are used to substitute runtime parameters into this option. Note that the backwards slash (\) is necessary. $\USER$ The user's login name. $\DN$ The user's distinguished name. This applies only to the Group Base Name and Group Search Filter. It does not apply to the User Base name and User Search filter. $\AUTHSTRING$ The value that users enter into the Authentication String field at the time they log in. $\NETWORKADDR$ The IP address of the AR System client accessing the AR System server. AREA-LDAP-Group- Default 2 Default groups to which the user belongs if no group information is available from the directory service. If there are multiple groups, use a semicolon to separate one from another. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 307

308 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option AREA-LDAP-Group- The LDAP search filter used to locate the groups to which this user belongs. Filter 2 The following keywords are used to substitute runtime parameters into this option. Note that the backwards slash (\) is necessary. $\USER$ The user's login name. $\DN$ The user's distinguished name. This only applies to the Group Base Name and Group Search Filter. It does not apply to the User Base Name and User Search Filter. $\AUTHSTRING$ The value that users enter into the Authentication String field at the time they log in. $\NETWORKADDR$ The IP address of the AR System client accessing the AR System server. AREA-LDAP-Hostname 2 The host name of the system on which the directory service is running. If left blank, the AREA LDAP plug-in will use localhost as the host name. AREA-LDAP-Lic 2 The name of the attribute that specifies the type of write license issued. This attribute corresponds to the License Type field in the AR System User form. If the attribute is not specified, the specified default or a system default is applied. AREA-LDAP-LicApp 2 The name of the attribute that specifies the type of Application license issued. If the attribute is not specified, the specified default or a system default is applied. AREA-LDAP-LicApp- Default 2 AREA-LDAP-Lic- Default 2 AREA-LDAP-LicFTS 2 AREA-LDAP-LicFTS- Default 2 Description The value the AREA LDAP plug-in uses if the AREA-LDAP-LicApp attribute is not specified or has no value for the user. The value the AREA LDAP plug-in uses if the AREA-LDAP-Lic attribute is not specified or has no value for the user. The name of the attribute that specifies the type of Full Text Search (FTS) license issued. This attribute corresponds to the Full Text License field in the AR System User form. If the attribute is not specified, the specified default or a system default is applied. The value the AREA LDAP plug-in uses if the AREA-LDAP-LicFTS attribute is not specified or has no value for the user. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 308 Appendix B AR System configuration files

309 Configuring Table B-1: ar.conf (ar.cfg) file options Option AREA-LDAP-LicMask 2 AREA-LDAP-LicMask- Default 2 AREA-LDAP-LicRes1 2 AREA-LDAP-LicRes1- Default 2 AREA-LDAP-Notify- Meth 2 AREA-LDAP-Notify- Meth-Default 2 AREA-LDAP-Port 2 AREA-LDAP-Use-Groups 2 Description The attribute that specifies the license mask. The bits of the binary format of the specified integer indicate how to mask the license information returned from the AREA LDAP plug-in. The integers are: 0 No licenses returned from the AREA LDAP plug-in are used. 1 Write license from the plug-in is used. 2 Full Text Search (FTS) license from the plug-in is used. 3 Write license and FTS license from the plug-in are used. 4 Reserved license from the plug-in is used. 5 Reserved license and Write license from the plug-in are used. 6 FTS License and Reserved license from the plug-in are used. 7 Write license, FTS license, and Reserved license from the plug-in are used. If the license is not used from the plug-in, then the license information in the user's User entry is used. The value the AREA LDAP plug-in uses if the AREA-LDAP-LicMask attribute is not specified or has no value for the user. The name of the attribute that specifies the type of Reserved license issued. If the attribute is not specified, the specified default or a system default is applied. The value the AREA LDAP plug-in uses if the AREA-LDAP-LicRes1 attribute is not specified or has no value for the user. The name of the attribute that specifies the default notification mechanism for the user. This attribute corresponds to the Default Notification Mechanism field in the AR System User form. If the attribute is not specified, the specified default or a system default is applied. The value the AREA LDAP plug-in uses if the AREA-LDAP-Notify-Meth attribute is not specified or has no value for the user. The port number on which the directory service is listening for clients. Retrieves the group information from the LDAP server. If this parameter is not set, the group information from AR System Group form is used. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 309

310 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option AREA-LDAP-User-Base 2 The user base in the LDAP directory to search for the user. The following keywords are used to substitute runtime parameters into this option. Note that the backwards slash (\) is necessary. $\USER$ The user's login name. $\DN$ The user's distinguished name. This only applies to the Group Base Name and Group Search Filter. It does not apply to the User Base Name and User Search Filter. $\AUTHSTRING$ The user enters into the Authentication String field at the time they log in. $\NETWORKADDR$ The IP address of the AR System client accessing the AR System server. AREA-LDAP-User- Filter 2 AREA-LDAP-UseSSL 2 Description The LDAP search filter used to locate the user in the directory from the base that the AREA-LDAP-User-Base option specifies. The following keywords are used to substitute runtime parameters into this option. Note that the backwards slash (\) is necessary. $\USER$ The user's login name. $\DN$ The user's distinguished name. This only applies to the Group Base Name and Group Search Filter. It does not apply to the User Base Name and User Search Filter. $\AUTHSTRING$ The value that the user enters into the Authentication String field at the time they log in. $\NETWORKADDR$ The IP address of the AR System client accessing the AR System server. Establishes a secure socket layer (SSL) connection to the directory service. The values are T and F. If you use LDAP over SSL, then you must also specify the file name of the certificate database used to establish the connection. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 310 Appendix B AR System configuration files

311 Configuring Table B-1: ar.conf (ar.cfg) file options Option ARF-Java-Class-Path 2 ARF-Java-VM-Options 2 Description The path to.jar files. If you install JRE after the AR System server, add the following lines to your ar.cfg (ar.conf) file: ARF-Java-Class-Path: C:\Program Files\AR System\arapi51.jar; ARF-Java-Class-Path: C:\Program Files\AR System\axis.jar; ARF-Java-Class-Path: C:\Program Files\AR System\log4j-core.jar; ARF-Java-Class-Path: C:\Program Files\AR System\websvc51.jar; ARF-Java-Class-Path: C:\Program Files\AR System\wsdl4j.jar; ARF-Java-Class-Path: C:\Program Files\AR System\xercesImpl.jar; ARF-Java-Class-Path: C:\Program Files\AR System\xmlParserAPIs.jar; ARF-Java-Class-Path: C:\Program Files\AR System\commonslogging.jar; ARF-Java-Class-Path: C:\Program Files\AR System\jaxrpc.jar; ARF-Java-Class-Path: C:\Program Files\AR System\tt-bytecode.jar; ARF-Java-Class-Path: C:\Program Files\AR System\saaj.jar; #ARF-Java-VM-Options: -Dhttp.proxySet=true -Dhttp.proxyHost=zermatt - Dhttp.proxyPort=3129 Plugin: WebService.dll Also, if you install JRE after the AR System server, add the JRE directory to your PATH, for example: C:\Program Files\JavaSoft\JRE\1.3.1_03\bin\hotspot The Java command options for a virtual machine (VM). The options are documented in the Javadocs. Arfork-Log-File Authentication- Chaining-Mode The name of the file to use if arforkd tracing is turned on (see Debug-mode on page 314). This argument is expressed as the full path name. This file is not subject to the maximum file size specified in the Max-Log-File-Size option. This parameter enables the administrator to use more than one type of authentication on the same system. The values for Authentication-Chaining-Mode are as follows: 0 Use the default behavior as in releases prior to Use internal authentication as the primary method; then use external authentication via the AREA plug-in as the secondary method. 2 Use external authentication via the AREA plug-in as the primary method; then use internal authentication as the secondary method. If the Authentication-Chaining-Mode is set to a value of 1 or 2, the Authenticate- Unregistered-Users parameter will be ignored. If the Crossref-Blank-Password parameter is enabled, and Authentication- Chaining-Mode is set to a value of 1 or 2, users who have a blank password in their User record will be permitted to log in to the system without a password (that is, a NULL password). 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 311

312 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Cache-Mode Cancel-Query-Option 2 Changed-By-Another- Check Clustered-Index Create-Entry- DeadLock-Retries 2 Create-Entry- DeadLock-Retries- Delay 2 Crossref-Blank- Password Currency-Ratio- Client-Refresh- Interval 2 Description Enables a cache mode that is optimized for developing applications and where user operations might be delayed when changes are made to forms and workflow. A value of 1 turns on development cache mode; a value of 0 (zero) turns off development cache mode; the server is in production mode. If there is no entry in the ar.cfg (ar.conf) file, development cache mode is off. The following example shows development cache mode on: Cache-Mode: 1 Allows control over whether cancel query functionality of user tool is enabled. Valid settings are 0 (inactive) and 1 (active). The default is 1. A setting indicating whether the system will check if an entry has been changed by another user since you retrieved the entry. If you attempt to save modifications to an entry, you will receive a warning and must confirm the save. Valid values for this option are T and F. The default is T (perform the check and issue a warning). A setting indicating whether indexes for the database are clustered. Valid values for this option are T and F. The default is T (use a clustered index). You must set this configuration before you start the AR System server. Number of times to retry an ARCreateEntry() during deadlock situations. Integer value. Delay, in seconds, between each retry of a deadlocked ARCreateEntry(). Integer value. A flag indicating how the system responds when a user s login name is not assigned a password in the User form. Valid values for this option are T and F. The default value is F (blank passwords not cross-referenced). If set to T, the system attempts to validate the password in the Windows server domain (or through the External Authentication API if external authentication is turned on) or against the UNIX server /etc/passwd file. This option enables you to manage group membership and other support information with AR System, while still managing passwords with the /etc/passwd file (UNIX) or the server domain security model (Windows). Number of seconds between each refresh of Currency Field values. DB2-Database-Alias The DB2 database alias name for the AR System database. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 312 Appendix B AR System configuration files

313 Configuring Table B-1: ar.conf (ar.cfg) file options Option DB2-Free-Lob-Locator- Frequency 2 DB2-Server-Name Dbhome-directory 1 Db-Case-Insensitive 1 Db-Character-Set 2 Db-Connection- Retries 2 Db-Max-Attach-Size 2 Db-Max-Text-Size 2 Description Indicates how often DB2 frees the LOB locator (Large OBject locator). The default value is 50, which results in the LOB locator being freed after every 50 LOBs have been loaded. The recommended value for AR System application is 5. The name of the DB2 database server. UNIX only The home directory for the underlying database (applicable for SQL databases only). This argument is expressed as the full path name. Oracle Only. Enables certain case-insensitivity functionality within Oracle database. Requires you to restart the AR System server. Important: If this option is set to True, AR System on Oracle performs a full-table scan and does not use indexes, even if you search only for the request ID (C1- field). Almost every statement from AR System makes a full table scan in the Oracle database, which can cause performance problems. Initializes an internal variable that the server uses for various purposes, such as adjusting the database's short column size so that the number of characters in a datum does not exceed the number of bytes in the database field. Another use for the variable is to inform the ARGetServerInfo request AR_SERVER_INFO_DB_CHAR_SET. (The installer sets the Db-Character-Set value.) The values of this field are as follows: Unicode (UTF-16) UTF-16 UCS-2 Unicode (UTF-8) UTF-8 Number of times the AR System Server will retry a lost connection to the database. The default is 100. The maximum size (in bytes) for attached files in the Oracle RDBMS. The default value is 2 GB. The maximum value allowed is limited by your server operating system and configuration. The maximum size allowed for long character text data in Oracle, SQL Server, and Sybase databases. For Oracle databases, this value is also used for memory allocation during the processing of long text data; therefore, you must use it conservatively. The default for an Oracle database is 1 MB. For SQL Server and Sybase, the default is 2,147,483,647 bytes. The maximum value allowed for either database is 2,147,483,647 bytes. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 313

314 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Db-name 1 Db-password Db-user 1 Debug-GroupId Debug-mode Description For Oracle, the name of the tablespace that ARServer will use. For all other supported databases, the name of the underlying SQL database. The default value is ARSystem. The database password associated with the ARSystem database and table space (applicable for Sybase, MS SQL, and Oracle DB2 databases only). The password can be modified by using the ARSetServerInfo function and is stored in encrypted form. If you change the password manually, specify this option by using clear text, and change the password by using BMC Remedy Administrator to encrypt it. The user name that AR System uses to access the underlying database (Oracle, Sybase, or MS SQL). The default is ARAdmin. The group name to which a user must belong to allow logging options such as API, Database, and Filter logging to be turned on in AR System clients. Logging options are disabled for users who are not members of the specified group. The group names can be Public, Administrator, Sub Administrator, or Browser. You can also set this option in the Client-Side Logging Group field on the Log Files tab. A bitmask indicating the server debug modes. Each bit has a corresponding value. To activate one bit, supply its value for the Debug-mode option. To activate two or more bits, add the values, and supply the total. (For example, to activate bits 1 and 3, use the number 5 because bit 1 has a value of 1, and bit 3 has a value of 4.) To deactivate a bit, subtract its value from the Debug-mode total. Bit 1 (Value=1) Turns on SQL tracing for the arserverd process (applicable for SQL databases only). The default file for SQL tracing is arsql.log (located in the directory specified for the Server-directory option). You can override this default by using the SQL-Log-File option. Bit 2 (Value=2) Turns on filter tracing for the arserverd process. The default file for filter tracing is arfilter.log (located in the directory specified for the Server-directory option). You can override this default by using the Filter-Log-File option. Bit 3 (Value=4) Turns on user tracing for the arserverd process. The default file for user tracing is aruser.log (located in the directory specified for the Server-directory option). You can override this default by using the User-Log-File option. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 314 Appendix B AR System configuration files

315 Configuring Table B-1: ar.conf (ar.cfg) file options Option Debug-mode (continued) Description Bit 4 (Value=8) Turns on escalation tracing for the arserverd process. The default file for escalation tracing is arescl.log (located in the directory specified for the Server-directory option). You can override this default by using the Escalation-Log-File option. Bit 5 (Value=16) Turns on API tracing for the arserverd process. The default file for API tracing is arapi.log (located in the directory specified for the Server-directory option). You can override this default by using the API-Log-File option. Bit 6 (Value=32) Turns on thread tracing for the arserverd process. The default file for thread tracing is arthread.log (located in the directory specified for the Server-directory option). You can override this default by using the Thread-Log-File option. Bit 7 (Value=64) Turns on alert tracing for the arserverd process. The default file for alert tracing is aralert.log (located in the directory specified for the Server-directory option). You can override this default by using the Alert-Log-File option. Bit 8 (Value=128) Turns on arforkd tracing for the arserverd process. The default file for arforkd tracing is arforkd.log (located in the directory specified for the Server-directory option). You can override this default by using the arfork-log-file option. Bit 9 (Value=256) Turns on server group tracing for the arserverd process. The default file for server group tracing is arsrvgrp.log (located in the directory specified for the Server-directory option). You can override this default by using the Server-Group-Log-File option. Bit 16 (Value=32768) Turns on distributed server tracing for the arservdsd process (applicable for Distributed Server Option only). The default file for distributed server tracing is ardist.log (located in the directory specified for the Server-directory option). You can override this default by using the Distrib-Log-File option. Bit 17 (Value= 65536) Turns on Approval Server tracing. Specify the location for the log file arapprov.log using the AP: Admin-Server Settings form, accessed from the Approval Menu > Server Settings command. Bit 18 (Value=131072) Turns on plug-in tracing for the arserverd process. The default file for plug-in tracing is arplugin.log (located in the directory specified for the Server-directory option). You can override this default by using the Plugin-Log-File option. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 315

316 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Default-Allowable- Currencies 2 Description Default allowable currency types used for Currency fields in clients. Default-Functional- Currencies 2 Default-Order-By 2 Default-Web-Path Delay-Recache-Time 2 Disable-Admin-Ops Default functional currency types used for Currency fields in clients. The default value to order search results. Valid values are T and F. T indicates that there is a default order, which is to sort by entry ID. F indicates that there is no default order and no order clause is added to the command if there is not a specific sort order specified. The default is T (apply default sort order). The URL to the directory path for the default web server pointing to the AR System server. The number of seconds before making the latest cache available to all threads. Valid values for this option are 0 to 180 seconds. The minimum is 0, which means every API call will get the latest cache (that is, the cache will be copied for every administrator call). Setting the option to 0 causes slower performance for cache operations. The default value is 5 seconds. A flag that indicates whether administrator operations are allowed on the server. The values for this option are 0 (disabled) and 1 (enabled). The default is 0. If the Server Groups check box is selected, this setting is ignored. Server groups can be configured in the AR System Server Group Operation Ranking form to make sure that only one server performs the operation. See Running servers as part of a group on page 185. Disable-Alerts Prevents alerts from being sent when alert events are created. Valid values for this option are T and F. The default is F (alerts are enabled). If the parameter is set to T, no threads are started in the alert queue and no alerts are sent. Changes to this setting do not take effect until the server is restarted. Disable-Archive 2 Allows archive to be disabled (T) or enabled (F) when the server starts up. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 316 Appendix B AR System configuration files

317 Configuring Table B-1: ar.conf (ar.cfg) file options Option Disable-Client- Operation 2 Description Restricts time-consuming operations (such as reporting) during busy times, improving the overall performance. This option can be set to certain times of the day. It can also exclude users of specific groups so that they are not blocked from performing the specified operation. For example, you can allow only the administrator to perform reporting during busy hours. The syntax for this option is: Disable-Client-Operation: <tag_number_to_disable> [[<start_time>]- [<stop_time>]] [<group_id_list>] The tag number is defined in the ar.h file. To specify start and stop times, enter them in 24-hour format (hh:mm). The times are include times. For example, 00:00-13:59 disables from midnight until 1:59 p.m. The group_id_list is a list of none, one, or multiple group IDs delimited by spaces. To specify the groups to exclude, enter the group ID. For example: Disable-Client-Operation: 1 13:00-17:59 1 The second and third sections are optional and are delineated by spaces. For example, if you did not specify a start or stop time, the syntax would look like this: Disable-Client-Operation: 2 18:00-10 To start disabling operations from midnight until 6:00 a.m. excepting group 10, enter: Disable-Client-Operation: 2-6:00 10 If there is no argument for the second section, the option disables the operations from the client all the time. If there is no argument for the third section (users to exclude), then all users from that client cannot run the operations. You can specify multiple Disable-Client-Operation lines. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 317

318 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Disable-Client- Operation 2 (continued) Description Following are the Disable-Client-Operation tag numbers 1 AR System clients prior to the 5.0 version 2 BMC Remedy Administrator 3 BMC Remedy User 4 BMC Remedy Import 5 Distributed Server Option 6 AR System ODBC 7 Approval Server 8 AR System web server (waserver) 9 Mid tier (version 5.0 and later) 10 Palm Pilot 11 Flashboards 12 Flashboards mid tier 13 Enterprise integration 14 arreload 15 arcache 16 ardist 17 runmacro 18 armaild, armailex (pre-5.1) 19 arimportcmd 20 Report creator plug-in 21 BMC Remedy Alert 4000 Driver (sample program) 4001 Distributor of application 4002 arhelp 4003 arjanitor 4004 armenu 4005 arstruct 4006 artext 4007 arsqled 4008 archgsel 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 318 Appendix B AR System configuration files

319 Configuring Table B-1: ar.conf (ar.cfg) file options Option Disable-Escalations A flag that indicates whether escalations are allowed on the server. The values for this option are T and F. The default is F. If the Server Groups check box is selected, this setting is ignored. Server groups can be configured in the AR System Server Group Operation Ranking form to make sure that only one server performs the operation. See Running servers as part of a group on page 185. Disable-User-Cache- Utilities Distrib-Log-File Distributed-RPC- Socket DSO-Cache-Check- Interval 2 DSO-Error-Retry- Option 2 Prevents unauthorized users from attempting to use User Cache commands. Valid values for this option are T and F. The default is F (cache utilities are enabled). If the parameter is set to T, then the arreload and arcache utilities are disabled for the AR System server. The name of the file to use if distributed server tracing is turned on (see Debugmode on page 314). This argument is expressed as the full path name. The specific AR System server to use for the distributed server. By default, the distributed server runs in the queues like any other user. Sets the number of seconds between DSO checks for changes to the source and target forms. Determines the behavior within the DSO process for retrying after an error. The settings are as follows: 0 (the default): Retry standard connection and transmission errors. 1: Never retry after any type of error. 2: Always retry regardless of the type of error. 3: Retry standard connection and transmission errors plus database errors. For example: DSO-Error-Retry-Option: 2 DSO-Host-Name 2 The name for the current machine for DSO use. This setting allows for an alias for the current machine within Distributed Mapping distributions. DSO-Local-RPC-Socket 2 The RPC program number that DSO uses. This setting is optional. DSO-Mark-Pending- Retry-Flag 2 DSO-Max-Pending- Records-Per-Query 2 Description A flag indicating if the DSO will stop the processing of a pending list in case it fails to contact a busy AR System server after retrying one time. Valid values are T and F. Defines the limit for the number of Distributed Pending form records that DSO will read in a single database query. The lower limit is 1, and there is no upper limit. If this configuration item is not present, the default value is Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 319

320 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option DSO-Merge-DupID- Overwrite 2 DSO-Polling-Interval 2 Defines what action the server will perform if a duplicate entry ID is found on the target AR System server. Valid values are T and F. If set to T, mapped fields are updated, and unmapped fields are set to NULL. Defines the intervals (in seconds) at which the DSO will check the Distributed Pending form for pending distributed operations. This is used as a backup in case there are no signals from AR System workflow. The value can be an integer between 15 and If you set the value to 0, DSO will set the polling interval to 15 seconds (the lowest value); if you set the value at an integer greater than 7200, DSO will set the polling interval to the maximum of 7200 seconds. The DSO polling interval feature is disabled as a default. For more information about Distributed Server Operations (DSO), see the Administering BMC Remedy DSO guide. DSO-Target-Connection Defines the information for the target AR System server. The following format is used: DSO-Target-Connection: <server_name>:<rpc_number> <port_number> DSO-Target-Password The password used to access the target AR System server through the distributed server. The following format is used: DSO-Timeout-Normal 2 DSO-User-Password -Import-Form-By- Default 2 -Notify-From 2 -Timeout 2 Description DSO-Target-Password: <server_name>:<encrypted_password> Defines the timeout the DSO applies during communication with the AR System server. It overrides the default timeout value and can be an integer between 60 and (in seconds), representing a range from 1 minute to 6 hours. If the value is set out of range, the closest integer to that value will be applied. If no value is entered, the default value (120 seconds) is used. The password for the local distributed server user. Specifies whether forms are imported by default when the AR System server is started up. Valid values are True (T) and False (F). A value of T means that forms will be imported by default when the AR System server is restarted; a value of F means that the forms will not be imported by default. The default is T. The sender name to use for filter-generated notifications where no subject is specified. This value is limited to 29 characters. Sets the maximum amount of time that arserverd waits for a return value from sendmail. This parameter was valid in versions through 5.0.1, but was made obsolete with the introduction of the Engine in version of AR System. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 320 Appendix B AR System configuration files

321 Configuring Table B-1: ar.conf (ar.cfg) file options Option Encrypt-Data- Encryption-Algorithm 2 Encrypt-Public-Key- Algorithm 2 Encrypt-Public-Key- Expire 2 Encrypt-Security- Policy 2 Encrypt-Session-Hash- Entries 2 Encrypt-Symmetric- Data-Key-Expire 2 Description An integer value indicating the encryption algorithm. If you switch to a new algorithm, client connections using the old algorithm automatically perform a key exchange to create keys that correspond to the new algorithm. The default is 0 (zero), RCA encryption, 128-bit key. The encryption algorithm of the public key. BMC Remedy Encryption products use the RSA algorithm for public key cryptography. RSA is a public-key cryptosystem that uses modular arithmetic and elementary number theory to do certain computations. The public key is used in the data encryption key negotiation. This key negotiation occurs at the beginning of the API session and when the data encryption keys expires. The settings are: 4 A 512-bit RSA key. This is the default for standard security. 5 A 1024-bit RSA key. This is the default for performance security. 6 A 2048-bit RSA key. This is the default for premium security. All lower-level encryption technologies are available in higher security level products. For example, the Premium Security product includes the encryption algorithms of Performance Security and Standard Security. An integer value (in seconds) indicating the amount of time for the duration of the public key. After expiration, the server creates a new public key. The default is seconds (24 hours). An integer value indicating whether encryption is on or off. The values are as follows: 0: Encryption between the client and server is allowed, but not required. 1: Encryption between the client and server is required; unencrypted communication is not allowed. 2 (the default): Encryption between the client and server is disabled. The size of the hash table that holds the encrypted session information. The default is 509, there is no maximum. An integer value (in seconds) indicating the amount of time for the duration of the data encryption key. After expiration, if necessary, a new key exchange occurs. The default is 2700 seconds (45 minutes). Escalation-Log-File The name of the file to use if escalation tracing is turned on (see Debug-mode on page 314). This argument is expressed as the full path name. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 321

322 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option External- Authentication- Return-Data- Capabilities 2 External- Authentication-RPC- Socket External- Authentication-RPC- Timeout External- Authentication-Sync- Timeout A bit mask that allows you to specify the return data capabilities for the current AREA plug-in. This setting does not control the AREA plug-in, it merely describes the behavior of the plug-in, allowing for server optimization. Acceptable values are as follows: Bit 1 (Value=1) No address will be provided. Bit 2 (Value=2) No notify mechanism will be provided. Bit 3 (Value=4) No group identifiers will be provided. Bit 4 (Value=8) No license information will be provided. Bit 5 (Value=16) No notification user validation should occur. The default is 0, meaning the server will attempt to retrieve this information from AREA. A value of 7 will allow the server to potentially reduce the number of AREA related calls during notification processing. A value of 16 will allow the server to avoid using AREA for notification user validation and information retrieval. Use this setting for sites using a form of AREA that applies user names as addresses and where there is no benefit to accessing an authentication database. The RPC socket number on which an external authentication server awaits requests for authentication. The default value is 0 (external authentication will not be used). The RPC program number for the arplugin service is The RPC timeout (in seconds) used when making calls to the authentication (AREA) server. The default value is 30 seconds. The internal timeout (in seconds) the AR System server uses to periodically invoke the external authentication server s AREANeedToSyncCallback() function, which instructs the AR System server to renew its internally stored user information in the event there are changes made to the source used to authenticate users. A 0 value means that the AR System server will not invoke the call to the external authentication (AREA) server. The default value is 300 seconds. Filter-Api-Timeout Indicates the time limit (in seconds) allowed for the Filter API RPC to respond to the server s request before returning an error. The minimum value is 0, and the maximum is 300. The default is 60 seconds. Filter-Log-File Description The name of the file to use if filter tracing is turned on (see Debug-mode on page 314). This argument is expressed as the full path name. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 322 Appendix B AR System configuration files

323 Configuring Table B-1: ar.conf (ar.cfg) file options Option Filter-Max-Stack Filter-Max-Total Flush-Log-Lines GetListEntry-Server- Date-Format 2 The maximum number of levels of recursion allowed for a given operation. The data modification performed by an AR_FILTER_ACTION_FIELDP filter action might trigger a second set, or level, of filters, one of which might trigger filters a third level down and so on. This option limits the number of times such recursion can happen, preventing the server crash that would occur if the recursion continued indefinitely. The default value is 25. The maximum number of filters that the server will execute for a given operation. The default value is A flag to indicate whether you want the logged lines to be buffered instead of written directly to disc. Valid values are T and F. Set to F if you want to buffer the logged lines. The default value is T (the logged lines will be written to disc). Returns the GetListEntry date formatted on the server instead of on the client. This option is used mainly for backward compatibility purposes. Valid values are T and F. The default value is F (format dates on client). Guest-Restricted-Read Defines whether guest users will receive a restricted read license when they log in to AR System. If this option is not selected, guest users will receive a read license. The values are true (T) and false (F). GUID-Prefix 2 The character string used as a prefix for GUID strings that are generated by filters. Homepage-Form Informix-DBServer- Name 1 Description The path to a Home page to be used system wide as the default Home page for the current server when a user logs in. This default Home page will only be used if: The current server is designated as the server for the Home page in the AR System User Preference form, or The current server is designated as the Home page server on the General Settings page in BMC Remedy Mid Tier Configuration Tool (see the Installing and Administering BMC Remedy Mid Tier guide for more information) and No Home page is specified in the AR System User Preference form (you can also set this in the Options dialog box in BMC Remedy User). Note: If the Home page is deleted, this field is cleared, and the default Home page will need to be re-entered. The name of the server where the underlying database is located (applicable for Informix databases only). Informix-Relay- Specifies the environment setting for the path for the Informix relay module Module 1 (applicable for Informix databases only). 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 323

324 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Informix-TBConfig 1 Init-Form 2 Internal-User-Info- Hash-Lists 2 Internal-User- Instance-Timeout 2 Description The name of the configuration file for the underlying database (applicable for Informix databases only). The default name is onconfig. Specifies a form that will be opened every time any client logs into the system. Workflow might be specified to record details of the login or to deny access based on various parameters. Without this parameter, it would be necessary to attach the workflow to every single form defined on the system. The number of shared, linked lists that hold all user-related information. This number must be represented in a power of 2. The default setting is 128, the minimum number is 2, and there is no maximum number defined. Note: AR System does not check to make sure that the number defined in the ar.conf/ar.cfg file is in a power of 2; therefore, unexpected behaviors of the AR System server might occur if the number is not in a power of 2. The amount of time the AR System server waits before terminating expired user instances. The default setting is 1 hour, the maximum is 2 hours, and the minimum is 30 minutes. The IP-Name parameter can be used for servers with variable length domains or for servers on machines with multiple internet addresses. For example, to allow connection to a machine named tix as tix, tix.company.com, or tix.eng.company.com, an administrator would have three IP-Name entries, one for each of the connection names. To allow connection to a machine with multiple internet addresses like tix.company.com, tix.biggercompany.com, and tix.evenbigger.com, an administrator would create an IP-Name entry for each of those names. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 324 Appendix B AR System configuration files

325 Configuring Table B-1: ar.conf (ar.cfg) file options Option IP-Name License-Timeout Localized-Server Locked-Workflow-Log- Mode 2 Log-File-Append Description A parameter used to specify that a server has multiple names. The parameter can appear in the ar.conf (ar.cfg) file more than one time. When checking workflow and connections against itself, the server will compare its server name, host name, IP aliases, and any names given by the IP-Name parameter to the name passed to it. If the name matches any of those, the server will conclude that the workflow or connection is for itself. The IP-Name parameter can be used for servers with variable length domains or for servers on machines with multiple internet addresses. For example, to allow connection to a machine named tix as tix, tix.company.com, or tix.eng.company.com, an administrator would have three IP-Name entries, one for each of the connection names. To allow connection to a machine with multiple internet addresses like tix.company.com, tix.biggercompany.com, and tix.evenbigger.com, an administrator would create an IP-Name entry for each of those names. The number of hours the AR System server waits before disconnecting inactive users. If a user is holding a floating write license token, the system also frees the token at this time. The default value is two hours. Indicates whether the server is running in localized support mode. If it is not, the server does not search for or use localized strings. If localized support mode is running, localized messages are used, if present. The values for this option are T and F. The default is F (not localized). Causes the server to record locked workflow actions in workflow logs. These actions are always written as encrypted strings. A flag that indicates whether to create a separate *.bak file or to append to the existing log file. Valid values for this option are T and F. A value of F creates a *.bak file; T indicates that new log information be appended to the existing file. The default is F. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 325

326 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Map-IP-Address 2 Description The specific IP address mappings for alerts to work through firewalls where Network Address Translation is enabled (NAT). You must set up a mapping for each client machine that has access through the firewall where the client IP address is translated from an internal address to a valid external address. In addition, a mapping is required for the ARServer IP address if the host where ARServer resides is also translated. For example, the following figure maps AR System server and BMC Remedy Alert. The Alert client comes through the firewall and the address changes from to a valid public IP address of The server address changes from to on the other side of the firewall. Figure B-1: Mapping IP addresses through a firewall AR System server Firewall Firewall table of IP addresses Internal table of IP address mappings Map-IP-Address: Map-IP-Address: ALERT Client Here is a multiple line example: Map-IP-Address: Map-IP-Address: Max-Entries-Per-Query The maximum number of requests returned by a single search. Because users can also specify the maximum number of requests returned (through Search Preferences in the AR System User Preferences form or the Options dialog box in BMC Remedy User), the actual maximum is the lower of these two values. The default value is no (server-defined) maximum. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 326 Appendix B AR System configuration files

327 Configuring Table B-1: ar.conf (ar.cfg) file options Option Max-Log-File-Size Max-Notify-Mail-Line- Len 2 Description The maximum size in bytes for system log files. If the maximum is reached, the logging cycle starts over at the beginning of the file, overwriting existing information. The default value is 0 (no limit). This option does not apply to the Arfork-Log-File. Maximum number of bytes that can be used in a single line of a mail notification. Max-Password-Attempts Sets the maximum number of consecutive bad password retries a user is allowed to make. If this option is set to 3, the user has 3 chances to log in. If all 3 attempts have bad passwords, the user account will be marked as INVALID. The allowed values for this option are 0 and all positive integers. A value of 0 turns feature off, and any positive integer sets the limit. Mid-Tier-Service- Password Specifies the password that administrators will need to access the mid tier. Minimum-API-Version Specifies the oldest API version with which the server will communicate. The default value is 0, which means that the server will communicate with all API versions. If the client s API version is less than the specified value, the server will refuse to talk with the client, and the client will receive a decode error. The API version for release 7.0 is 12. Multiple-ARSystem- Servers Multiple-Assign- Groups 2 Next-ID-Commit 2 A flag indicating whether you want to run multiple servers on one host machine. Valid values for this option are T and F. To run multiple servers, you must set this option to T in the configuration file for each server you are running. The default value is F (you are not running multiple servers on one machine). Note: If you set this option to T and are running previous versions of AR System applications, such as DSO or the Approval Server, those applications will not work. You must upgrade your applications if you want them to work with this option. Defines whether multiple assignee groups will be stored in row-level security Field 112. This enables users from multiple groups to access the same entry. In the past, only one group could be stored in Field 112. Valid values for this option are T and F. The default value is T (allow multiple groups). When the system generates the next ID number for a record in the database, it performs a new commit transaction if this parameter is set to True. If the parameter is set to False, the transaction to generate the next ID is included as part of the create entry transaction. Set the value to True to increase efficiency and for debugging. The default is False. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 327

328 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Description Next-ID-Block-Size Allocates next IDs in blocks rather than one at a time. Allocating in blocks increases performance during a create operation. Edit the Next-ID-Block-Size value to a positive number (up to 1000), for example: Oracle-Bulk-Fetch- Count 2 Next-ID-Block-Size: 50 The default value is 1. If 0 or a negative number (for example, -1) is used, the server will use the default value of 1. You do not need to restart the server for the change to take effect. The option is started immediately. To disable this option, set the value of Next-ID-Block-Size to 1, or remove the parameter from the configuration file. Note: This setting is always disabled on the Distributed Pending form so that DSO can operate correctly. Warning: The use of this configuration setting might result in unpredictably large NextID sequence gaps. The likelihood of this occurring increases with the use of multiple servers that share a database. The AR System server will not malfunction due to this gap and should not be considered a defect. Defines the number of the rows of data fetched at a time from the result set when querying an Oracle database. The minimum is 1, the maximum is 100, and the default is 50. The higher the value, the more memory is used during data retrieval. Oracle-Cursor- Sharing 2 Specifies the database setting that matches the setting in the Oracle initialization file (initars.ora if the AR System database SID is ARS). If the initars.ora file includes the line CURSOR_SHARING=FORCE, use FORCE as the value for this option also to indicate an Oracle setting to the AR System server. If your Oracle database is set for SIMILAR, use the similar option: Oracle-Cursor-Sharing: SIMILAR 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 328 Appendix B AR System configuration files

329 Configuring Table B-1: ar.conf (ar.cfg) file options Option Oracle-Dblink- Character-Set 2 Oracle-Search-On- Clob 2 Oracle-SID 1 Description Enables the support of remote databases with different character sets. You can enter this parameter any number of times in the configuration file for multiple view forms on different remote databases with different link names. The syntax is as follows: Oracle-Dblink-Character-Set: <linkname> <charset> For example: Oracle-Dblink-Character-Set: eng.remedy.com shift-jis The <linkname> should exactly match LINK in the phrase OWNERNAME.TABLENAME@LINK in the table name of the View form on the remote database. Supported character sets are utf-8, utf-16, ucs-2, euc, and shift-jis. For more information about view forms, see the Form and Application Objects guide. Defines whether CLOBs can be searched. Valid values are T and F. If the option is set to T, when the search is performed, the qualification can include all the diary fields and character fields that are stored in the database as CLOB columns. Including these fields affects performance, and indexes cannot be used for this type of query. If the option is set to F, these fields are not included. CLOBs can use the operator LIKE, but not =. The default is F (do not allow search on CLOBs). The system ID for the underlying database (applicable for Oracle databases only). Oracle-Clob-Storage- In-Row Oracle-Two-Task 1 Controls the Oracle CLOB storage. The default value of this setting is F, and new CLOBs will be out of row. If the setting is set to T, all CLOBs to be created are in row. The two-task environment setting for the underlying database (applicable for Oracle databases only). Per-Thread-Logging A flag indicating whether you want to create per-thread log files. Valid values are T and F. If set to T, per-thread log files will be created. The default value is F (off). Plugin 2 File name of one or more plug-ins that the plug-in service will load. The file name of the DLL or shared object is provided. The file name might be an absolute file name or might be relative to the AR System installation directory. You can have as many Plugin: lines in the ar.conf (ar.cfg) file as needed, but only one file name can be listed for each occurrence of the option. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 329

330 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Description Plugin-ARDBC-Threads 2 The number of threads that are dedicated to handling ARDBC requests from the AR System server. Optionally, you can specify a maximum number of threads, as shown in the following example: Plugin-ARDBC-Threads: <minimum number of threads> [<maximum number of threads>] To specify a minimum of 3 threads and a maximum of 10, the syntax is: Plugin-ARDBC-Threads: 3 10 By default, 1 thread is initiated if this option is not specified. The plug-in service will increase the number of threads for a given plug-in if there is sufficient demand up to the maximum number of threads. Plugin-AREA-Threads 2 One can specify the number of threads that are dedicated to handling AREA requests from the AR System server. Optionally, you can specify a maximum number of threads, as shown in the following example: Plugin-AREA-Threads: <minimum number of threads> [<maximum number of threads>] To specify a minimum of 3 threads and a maximum of 10, the syntax is: Plugin-AREA-Threads: 3 10 By default, 1 thread is initiated if this option is not specified. The plug-in service will increase the number of threads for a given plug-in if there is sufficient demand up to the maximum number of threads. Plugin-Disable- Remote 2 Specifies whether the plug-in service will accept calls from a remote server. Valid values are T and F. If the option is set to T, the plug-in service accepts calls only from an AR System server running on the local machine. The default is F (allow calls from a remote server). Plugin-Filter-API- Threads 2 One can specify the number of threads that are dedicated to handling AR System Filter API requests from the AR System server. Optionally, you can specify a maximum number of threads, as shown in the following example: Plugin-Filter-API-Threads: <minimum number of threads> [<maximum number of threads>] To specify a minimum of 4 threads and a maximum of 10, the syntax is: Plugin-Filter-API-Threads: 4 10 By default, 1 thread is initiated if this option is not specified. The plug-in service will increase the number of threads for a given plug-in if there is sufficient demand up to the maximum number of threads. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 330 Appendix B AR System configuration files

331 Configuring Table B-1: ar.conf (ar.cfg) file options Option Plugin-Log-File Plugin-Log-Level Description The name of the file to use if plug-in tracing is turned on (see Debug-mode on page 314). This argument is expressed as the full path name. A setting that determines the level of detail for log messages. Valid values are as follows. The values represent the amount of log information that is printed. The lower the value, the more information that is included. ARPLUGIN_OFF (Value=10000) No log information is printed. ARPLUGIN_SEVERE (Value=1000) Only severe messages are printed. This is the default value if no log level is specified. ARPLUGIN_WARNING (Value=900) Severe and warning messages are printed. ARPLUGIN_INFO (Value=800) Status, severe, and warning messages are printed. ARPLUGIN_CONFIG (Value=700) Configuration, status, severe, and warning messages are printed. ARPLUGIN_FINE (Value=600) Internal exceptions. ARPLUGIN_FINER (Value=500) Trace logs that log tasks as they are executed within the system. ARPLUGIN_FINEST (Value=400) Code-level information. ARPLUGIN_ALL (Value=100) All log information is printed. Plugin-Loopback- RPC-Socket 2 Plugin-Password The RPC socket number for the private server queue to which loopback plug-in API calls should be directed. The acceptable values are in the following ranges: , , and Loopback plug-ins (like the Report Creator plug-in) that make calls back into AR System, will use this value to determine the queue to request. By default, the API calls that the plug-in makes are directed to a queue that corresponds with the call type. To be effective, the server must be configured to have the designated private queue for this setting. If this option is specified, arplugin will accept connections only from AR System servers that have been configured to use the same password by way of the Server-Plugin-Target-Password attribute. If this option is not specified, arplugin will accept connections from AR System servers that have not been configured to use a password. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 331

332 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Plugin-Path 2 Plugin-Port 2 Description Specifies the search path used to load a plug-in. The path will be appended to the current value of LD_LIBRARY_PATH (AIX, Linux, Solaris), SHLIB_PATH (HPUX), or PATH (WINNT). You can list more than one Plugin-Path; each path is appended in the order it appears in the configuration file. The syntax is: Plugin-Path: <path-name>[<delimiter><path-name>] with no spaces between the delimeter and the path. For example: UNIX Plugin-Path: /usr/ar/bin:/usr/ar/common/xyz Windows Plugin-Path: C:\Program Files\AR System\arserver;C:\Program Files\AR System\common\xyz The port number on which the plug-in service will wait for incoming requests. Preference-Server- Option Specifies if users are forced to use centralized preferences. Following are the preference server settings: 1 Users can choose to use a preference server, if a preference server is available. 2 Users must use the specified preference server. 3 Users must use a preference server, but they cannot use this server as a preference server. If users choose a server that is not a preference server, a warning is returned. Private-RPC-Socket The specific RPC program number that determines the type of queue to which requests will be routed, as well as the number of threads running on that queue. RE-Log-File-Location 2 The location of the Reconciliation Engine's log file. Read-Only-Tran-Off 2 Causes AR System not to create database transactions when only reading data. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 332 Appendix B AR System configuration files

333 Configuring Table B-1: ar.conf (ar.cfg) file options Option Description Record-Server-Events Specifies the server events that you want to log. When you enter a value for specific server events, those events are logged in the Server Events form, thereby making server-related changes available to workflow and API programs. Enter the values separated by semicolons as in the following example: Record-Server-Events: 4;8;9;12;14; For information about the Server Events form, viewing recorded server events, and using server events in workflow, see Chapter E, Working with the Server Events form. Enter the following values for the events you want to record: 1 Form 2 Field 3 Menu 4 Filter 5 Import 6 Active Link 7 Escalation 8 View 9 Container 10 User 11 Group 12 Server Setting 13 Alert Client Registration 14 Archive 15 Server Group Actions Register-With- Portmapper This setting can be used to prevent the AR System server from registering with a portmapper. This feature is to be used in conjunction with setting specific ports to enable you to run servers on machines that do not have a portmapper. Valid values are T and F. The default is T (register with portmapper). No more than one server should attempt to register with AR System Portmapper in an environment with multiple servers on one machine. Remedy-App-Service- Password Specifies, in encrypted form, the password that AR System application services such as AR System Approval Server will use to access the AR System server. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 333

334 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option RPC-Non-Blocking-IO 2 Description This parameter enables the AR System on compliant systems to receive remote procedure calls in a non-blocking mode. Without this setting, the server must receive an entire RPC header before processing a different one. With this setting, the system can process multiple headers at the same time. Set this parameter to T (TRUE) and then restart your AR System server to run in RPC non-blocking mode. The default for this parameter is F (FALSE); use the following syntax to set to TRUE: RPC-Non-Blocking-IO: T This functionality is not supported on Windows and Linux operating systems. The advantages of RPC-Non-Blocking-IO mode are as follows: Prevents remote attackers from disabling RPC services. Prevents invalid or corrupt packets from temporarily disabling the arserverd service. Important: The following patches must be installed to enable your system to use this feature. If these patches are not installed, you will see either an error message, or most of your RPC calls will be blocked. HP PHNE_ HPUX 11.0 PHNE_ HPUX 11i Solaris Solaris Solaris 9 IBM Does not specify a specific patch number. There might be multiple file sets required. (If you do not obtain an IBM patch, there is a possibility that your server could crash.) Fix for Authorized Problem Analysis Report (APAR) IY AIX 5.3 Fix for APAR IY AIX 5.2 Fix for APAR IY AIX 5.1 Fix for APAR IY AIX 5.2 Fix for APAR IY AIX Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 334 Appendix B AR System configuration files

335 Configuring Table B-1: ar.conf (ar.cfg) file options Option Save-Login A value indicating whether users must log in to client tools. Allows users to save a previous login of their choice. 0 Controlled by user (default setting). 1 Do not force a login that is controlled by the administrator. 2 Force login that is controlled by the administrator. This option does not apply to the mid tier. SCC-Comment-Checkin An integer value (0 or 1) indicating whether a source code control integration requires you to enter a comment at checkin time. The default value is 0 (no comment is required). SCC-Comment-Checkout An integer value (0 or 1) indicating whether a source code control integration requires you to enter a comment at checkout time. The default value is 0 (no comment is required). SCC-Enabled An integer value (0 or 1) indicating whether a source code control system is being used with AR System. The default value is 0 (source code is disabled). SCC-Integration-Mode An integer value (0 or 1) indicating the level of source code control integration. A 0 value means Advisory. A 1 value means Enforced. The default is 0. For more information about these modes, see Server information Source Control tab on page 171. SCC-Provider-Name SCC-Target-Dir The name of the Source Code Control Provider name; for example, Visual Source Safe. A character string for the source code control system target directory. If none is present, this value is NULL. This string is limited to 255 characters. Server-Connect-Name 2 An option for changing the name of a server in a server group. By default, a server in a server group uses a fully qualified server name with domain to identify itself. Others servers in the group use this name to communicate. Add the following line to change the server name: Server-directory 1 Description Server-Connect-Name: myservername If a common server alias is specified, the Server-Connect-Name option is required. This name must be resolvable by DNS and is used exactly as specified. For more information, see Running servers as part of a group on page 185. The data directory for AR System, expressed as a full path name. This directory contains support files and log files for the AR System server. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 335

336 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Server-Group- - Admin-Port 2 Server-Group- Flashboards-Admin- Port 2 Establishes the port number (RMIPort) for administration in BMC Remedy Engine. If the port number in BMC Remedy Engine is changed from the default, set this AR System server configuration to the same port number to allow the server to communicate administration information to BMC Remedy Engine during server group processing. For example: Server-Group- -Admin-Port: 2020 Establishes the port number (RMIRegistryPort) for flashboards administration in the Flashboards server. If the port number in BMC Remedy Flashboards is changed from the default, set this AR System server configuration to the same port number to allow the server to communicate flashboards administration information to the Flashboards server during server group processing. For example: Server-Group-Flashboards-Admin-Port: 2021 Server-Group-Log-File The name and location of the server group trace log file. The default is arsrvgrp.log. For example, the file location might be: c:\temp\servgroup.log. Server-Group-Member A flag that indicates whether the server is a member of a server group. Valid values are T and F. The default is F. Server-Group-Signal- Option 2 Description Indicates the method that a server uses to notify other servers in the group that definition cache changes have occurred. If the value for this option is set to T, the server uses arsignal to cause cache (definition) changes in other server group members. If the value for this option is set to F (the default), a server indicates that definition changes have occurred by posting signals in the database. The signal is read by other servers in the group at their preset check intervals. Because of an intentional delay used to avoid multiple recaches, the servers will not recache until after a check interval cycle in which there are no new recache signals. The database posting method reduces server activity, but does not react as quickly as the arsignal method. For more information, see Running servers as part of a group on page Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 336 Appendix B AR System configuration files

337 Configuring Table B-1: ar.conf (ar.cfg) file options Option Server-Name Description An alias that is always interpreted as the current server. The option is used in multiple server installations to differentiate servers. If you specify a value for Server-Name, type that value after the -h option when you use the arreload command-line utility. If you have a value for Server-Name, and you use arreload without the -h option and the Server-Name value, arreload will use the default server name rather than the name specified by Server-Name. The Server-Name value is not fully qualified. For example, type alpha instead of alpha.remedy.com. Note: If you are running in a server group and you use a common server alias, you must also define the Server-Connect-Name option. See Server- Connect-Name 2 on page 335. Server-Plugin-Alias 2 When the AR System server performs a call to a plug-in service, it must determine if the plug-in name is an alias. Aliases can be used to direct the AR System server to access a plug-in service that is running on a different host or is listening at a specific port number. The syntax for this option is as follows: Server-Plugin-Alias: <alias_name> <real_name> <host_name>[:<port_number>] Workflow (that is, references to AR Filter API and ARDBC plug-ins) references a plug-in name. This name can be an alias to a real plug-in running on a specific host at a given port number. This allows you to locate a plug-in on a remote host or to run more than one instance of a plug-in on one host. For example, to run the RMDY.ARDBC.XML plug-in on the remote host foo at port number 12345, you would add the following text to your ar.cfg: Server-Plugin-Alias: RMDY.ARDBC.XML RMDY.ARDBC.XML foo:12345 Note that the alias and real plug-in names can be identical if you are simply locating the plug-in on a remote host. If you want to run more than one instance of the plug-in on the same or different hosts, you would create different aliases that reference the same plug-in running on their respective hosts. Server-Plugin- Default-Timeout The number of seconds within which the plug-in service must respond to the call before an error is returned. The minimum value is 0, and the maximum is 600. The default is 60 seconds. Server-Plugin-Target- Password The AR System server uses the specified password whenever communicating with a plug-in service running at the host name and port number specified. The syntax for this option is as follows: Server-Plugin-Target-Password: <host_name>:<port_number>: <encrypted_password> 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 337

338 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Server-Side-Table- Chunk-Size Server-Stats-Rec- Interval For server-side table fields, this number determines the number of entries (or size of the chunk) that the server will retrieve at one time from the database and store in memory to process during filter or filter guide actions. The server then retrieves, stores, and processes the next chunk until all the rows have been processed. Entering a value of zero (0) will cause the server to retrieve an unlimited number of rows. The default is 1000 rows. Entering a low value in this field causes the server to process smaller chunks, which keeps the server memory usage down but results in slower processing because the server will need to access the database many times, especially for large tables. Entering a high value will cause the server to retrieve and process large chunks of data and access the database fewer times. This results in higher performance at the cost of memory use. Defines (in seconds) how often the server will record server statistics. The default is 60 seconds. Server-Stats-Rec-Mode The server statistics recording mode determines what is written to the server statistics form. There are three modes designated by the following numerical values: 0 Indicates that recording is off. (This is the default.) 1 Indicates that the server records only the cumulative queue statistics. Cumulative statistics are the sum of all the individual queue statistics. 2 Indicates that the server records both the cumulative queue statistics and the individual queue statistics. One entry will be written for the cumulative statistics and a separate entry will be written for each queue. You can read the statistics in the Server Statistics form, which is installed when you install AR System. For more information, see the Optimizing and Troubleshooting AR System guide. Set-Process-Timeout The number of seconds the AR System server waits before ending a Set Fields process that has not completed. Valid values for this option are 1 through 60. The default value is 5 seconds. SQL-Log-File Description The name of the file to use if SQL tracing is turned on (see Debug-mode on page 314). This argument is expressed as the full path name. SQL-Secure-Connection A flag that indicates what type of authentication to use to connect AR System to an MSSQL database. Set this flag to T to use Windows Authentication or to F to use SQL Authentication. This flag is valid only if you are using an MSSQL database. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. 338 Appendix B AR System configuration files

339 Configuring Table B-1: ar.conf (ar.cfg) file options Option SQL-Server-Set-ANSI- Defaults 2 Submitter-Mode Suppress-warnings 2 Sybase-Character-Set 1 Sybase-Server-Name 1 System-Logging- Options 2 TCD-Specific-Port Thread-Debug-mode Thread-Log-File Description Causes the server to issue a SET ANSI_NULLS ON command. A setting indicating whether the Submitter field can be changed and whether the submitter of a request must have a write license to modify it. Valid values for this option are 1 (locked) and 2 (changeable). The default value is 2. In locked mode, the Submitter field cannot be changed after submission, and, if the Submitter group has change permission, the request can be modified by submitters with a read or write license, but not by users with a restricted read license. In changeable mode, the Submitter field can be changed after submit, but the submitter must have a write license to modify the request (if the Submitter group has change permission). A series of zero or more message numbers (separated by spaces) that identify the informational or warning messages that the system should suppress. Can be used to suppress server warnings and notes only. The alternate character set to use for communications between AR System and the underlying database (applicable for Sybase databases only). The logical server name of the underlying database (applicable for Sybase and MS SQL databases only). The default name is SYBASE. A bit mask that sets logging options for the operating system. Acceptable values are as follows: Bit 1 (Value=1) Suppress logging to the system log file. A value of 0 indicates normal system logging and is the default. The specific TCP port to use for the arserver process. The dispatcher is randomly assigned to an available port if you do not specify this option. Note that TCD stands for transaction control daemon. Turns on thread logging. The name of the file to use if thread tracing is turned on (see Debug-mode on page 314). This argument is expressed as the full path name. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. ar.conf (ar.cfg) 339

340 BMC Remedy Action Request System 7.0 Table B-1: ar.conf (ar.cfg) file options Option Two-Digit-Year- Cutoff 2 Use-Password-File User-Log-File XML-VUI-Export- Default-Is-Localized 2 Description An integer that specifies the cutoff year for interpreting a two-digit year as a fourdigit year. For example, if the two-digit cutoff year is 2040, a two-digit year would fall between 1941 and A date of 1/1/55 would be interpreted as 1/1/1955 and a date of 1/1/30 would be interpreted as 1/1/2030. If a two-digit year cutoff is not specified, a rolling two-digit year is used. Twodigit years would then be interpreted as the years between the current year plus 29 years and the current year minus 70 years. For example, if the current year is 2002, two-digit years would be interpreted as years between 1922 and For Windows A flag indicating whether the Windows domain service is used to validate users not registered with AR System. If so, users in the Windows domain are considered valid users of AR System and are assigned to the Public group. Valid values are T and F. The default value is F (do not use domain service). This is set in the Configuration tab of BMC Remedy Administrator using the Authenticate Unregistered Users check box. For UNIX A flag indicating whether the /etc/passwd file is used to validate users not registered with AR System. If so, users in /etc/passwd are considered valid users of AR System and are assigned to a group identified by the UNIX group ID. Valid values for this option are T and F. The default value is F (use password file). The name of the file to use if user tracing is turned on (see Debug-mode on page 314). This argument is expressed as the full path name. A flag indicating whether to export localized views when forms are exported in XML definition format. Valid values for this option are T and F. The default is F. 1 Options you can view (but not set) using BMC Remedy Administrator. 2 Options you cannot set or view using BMC Remedy Administrator. Environment Examples ARCONFIGDIR UNIX only Specifies the directory where the ar.conf file and other AR System configuration files are stored. This directory defaults to <ar_install_dir>/conf if you do not set this variable. The following configuration file identifies two directory locations: # Configuration file for AR System server Server-directory: /usr/ar/db Dbhome-directory: /usr/sql-db The location of the data directory for this server is /usr/ar/db. The location of the SQL database files is /usr/sql-db. 340 Appendix B AR System configuration files

341 Configuring ardb.conf (ardb.cfg) Description The ardb.conf (ardb.cfg) file contains SQL clauses that an administrator can append to the SQL statements issued by AR System when a form, field, or index is created or modified. Create the ardb.conf file in your configuration directory, which is the conf directory of the ar_install_dir. On UNIX, the directory can be changed by setting the ARCONFIGDIR environment variable. When you create a form, field, or index, AR System references the ardb configuration file for clauses to append to the SQL statement. If it finds no matching information, AR System creates the form, field, or index as it would normally. If it finds matching information, it appends the specified clause to the SQL statement that creates the form, field, or index. WARNING: AR System does not verify that the SQL clauses specified in your ardb configuration file are correct or safe. AR System merely attaches the SQL clause to the statement used when a form or index is created. Because you can append any valid SQL clause (the entire clause must exist on one line in the file because no new-line characters are allowed) to the CREATE statement for a form, field, or index, use this feature wisely. The format of this file is organized by forms. To create an ardb.conf file 1 Type a line for the name of the form and a line for the clause you want added to the CREATE statement, as follows: Form: <form_name> Clause: <clause> Note: When you use BMC Remedy Administrator to change the name of a form, the ardb configuration file is edited automatically to match the new name. 2 Include field clause information below the applicable form information. a Add a field line with an open brace. Field { ardb.conf (ardb.cfg) 341

342 BMC Remedy Action Request System 7.0 Include a space between Field and the open brace. b Add a line for the field ID. c Id: <field_id> Add a line for the SQL clause. Clause: <clause> d Place the closing brace on its own line below the clause line. 3 Include index clause information. a Add an index line with an open brace. Index { Include a space between Index and the open brace. b Add a line for the field IDs in the index. c d Id: <index_id> If an index contains multiple fields, add several field ID lines before the clause for that index. Add a line for the SQL clause. Clause: <clause> Clauses you specify for the tables of a form are not attached automatically to any index you create for that form. You must specify the clause in the index clause. For example, if you specify that a form is to reside in a specific part of your database, and you want an index for that form to reside in the same space, you must specify the clause for both the form and index. Place the closing brace in a line of its own below the clause line for the index. The file looks something like this: Form: <form_name> Clause: <clause> Field { Id: <field_id> Clause: <clause> } Index { Id: <index_id> Id: <index_id> Clause: <clause> } 342 Appendix B AR System configuration files

343 Configuring Leading spaces in the ardb configuration file are ignored, so you might want to add them to keep your file organized. When you create or update the ardb.conf file, the changes do not take place immediately changes occur when the table (or index) is restructured. Synopsis Examples Windows <ar_config_dir>\conf\ardb.cfg The following example shows ardb configuration file information for the HD- Answer form on an Oracle database. The tables for the HD-Answer form will build on segment two. The indexes include the Submitter (ID 2), Status (ID 7), and Assigned To (ID 4) fields. The clauses for the indexes instruct the database to leave 70 percent of each index free for updates and insertions. Form:HD-Answer Clause:TABLESPACE seg2 Field { Id: Clause: NOT FOR REPLICATION } Index { Id:2 Id:7 Clause:PCTFREE 70 } Index { Id:4 Clause:PCTFREE 70 } armonitor.conf (armonitor.cfg) Description Synopsis Options The armonitor.conf (armonitor.cfg) file is read by the armonitor (armonitor.exe) binary, which executes the commands listed in the configuration file. UNIX /etc/arsystem/<server_name>/armonitor.conf Windows <ar_install_dir>\conf\armonitor.cfg The format of this file consists of two types of entries. One type of entry is two fields, separated by a space or tab: <parameter> <value> armonitor.conf (armonitor.cfg) 343

344 BMC Remedy Action Request System 7.0 Table B-2: armonitor parameters Option Environmentvariable Each parameter represents a particular configuration option. The associated value represents the current setting for that option. All numeric values are in a base 10 system. The available configuration options (and the valid settings for each) are described in the following sections. Lines that do not begin with one of these options are ignored. The other type of entry is a command issued by armonitor to start various server processes. Lines with a pound sign (#) in column 1 are treated as comments and ignored. The valid parameter entries are listed in the following table. Description Defines environment values established for armonitor. You can include many instances of the Environment-variable option in the armonitor.conf (armonitor.cfg) file. Before initiating any processes, armonitor will set any values specified through this option in its environment. Then, any processes that armonitor initiates will inherit these values. This is a platform-independent way of defining environment variables. An example of the format for this option is: Environment-variable: ARDATEONLY=MM/dd/yyyy Monitor-directory Defines the directory of the armonitor. Initially, the installer creates this value, and the value is the same as the installation directory. SNMP-Agent-Enabled This setting permits the armonitor to start the Remedy SNMP Agent and to establish a link to it. Set to T to enable the Remedy SNMP Agent. 344 Appendix B AR System configuration files

345 C AR Appendix System server components and external utilities This section contains information about some AR System server executables and three external utilities. Each item is listed by its UNIX name. If there is a Windows equivalent, it is listed in parentheses after the UNIX name. The following topics are provided: AR System server components (page 346) External utilities (page 350) AR System server components and external utilities 345

346 BMC Remedy Action Request System 7.0 AR System server components arforkd (UNIX only) Description The arforkd process reduces the amount of memory an AR System server uses when forking new processes as a result of filters that run processes, set fields to values returned from processes, or send notifications. This small process runs new processes on behalf of the server. The AR System server starts the arforkd process and restarts the arforkd process if it dies. The ar.conf file contains configuration information for arforkd. For more information about this file, see ar.conf (ar.cfg) on page 300. armonitor (armonitor.exe) Description Synopsis The armonitor process starts and restarts the AR System server, AR System plug-in server, distributed server, and processes specified in the armonitor.conf (UNIX) or armonitor.cfg (Windows) file. On Windows, it is typically started from the Services panel. If you need to start armonitor manually, you must specify -m as a command line argument. If a process terminates, armonitor restarts the server. If the server dies more than four times within 30 seconds, armonitor will give up restarting that server. UNIX armonitor -c <full_path_to_armonitor_config_file> -s <server_name> Windows armonitor -c <full_path_to_armonitor_config_file> -m Options You can specify the following options on the command line: -c -m Causes the monitor to load information from the configuration file armonitor.conf (armonitor.cfg). Windows only Runs the process in manual mode, not as a Windows service. If you run the process in a DOS window, you must use the -m option. 346 Appendix C AR System server components and external utilities

347 Configuring -s arplugin (arplugin.exe) UNIX only Name of the server that you specify at the time of installation. This can be used to identify a monitor process when multiple monitors are running on the same host. Description Synopsis Options Environment The arplugin process executes the plug-in service, which implements and deploys several server-side APIs. The armonitor process initiates arplugin. arplugin [-i <install_directory>] [-m] [-s <server_name>] You can specify the following options on the command line: -i -m -s Specifies the directory where the AR System server was installed. Windows only Runs the process in manual mode, not as a Windows service. If you run the process in a DOS window, you must use the -m option. Specifies the server name that contains the plug-in. ARINSTALLDIR The directory where the AR System server was installed. The -i option takes precedence over this environment variable. UNIX The default is /usr/ar. Windows The default is taken from the Windows Registry. If the install location was not added to the Windows Registry when the AR System server was installed, the default is then C:\arservdb. ARCONFIGDIR The directory where the ar.conf (ar.cfg) configuration file is stored. The default is in the conf subdirectory of the AR System server installation directory (/usr/ar/conf on UNIX and C:\Program Files\AR System\Conf on Windows). AR System server components 347

348 BMC Remedy Action Request System 7.0 arserverd (arserver.exe) Description Synopsis Options Environment The arserverd process (UNIX) or arserver.exe executable (Windows) represents the main part of AR System. It handles all interactions between clients and the database, making all access to the system dependent on this process. Although this process can be started manually on both platforms, it is most often started with armonitor. On the UNIX platform, arserverd can be started manually by using the command <ar_install_dir>/bin/arsystem Start. On Windows or UNIX, if the process is shut down (whether accidentally or purposely), you can restart it at any time. In UNIX, sending a SIGUSR1 signal causes arserverd to reread all configuration files. Sending a SIGHUP signal causes it to reread the configuration files and reset all cached structure information. Generally, these signals are only sent after performing a manual repair or restore operation. However, neither causes any damage or adversely affects users currently accessing AR System. arserverd [-s <server_name>] [-i <install_directory>] [-l <license_directory>] [-m] You can specify the following options in any order on the command line: -i -l -m -s Specifies the directory where the AR System server was installed. Specifies the directory where the arsystem.lic license file is stored. Windows only Runs the process in manual mode, not as a Windows service. If you run the process in a DOS window, you must use the -m option. Name of the server you specified during the installation of AR System. ARCONFIGDIR The directory where the ar.conf (ar.cfg) configuration file is stored. The default is in the conf subdirectory of the AR System server installation directory (<install_directory>/conf on UNIX and <install_directory>\conf on Windows). 348 Appendix C AR System server components and external utilities

349 Configuring ARDATE The date format used by the program. UNIX only This value consists of a string of operators as defined by the strftime library call (some combinations appear successfully, but cannot be translated for input). If you do not set this variable, the system uses the date format for the language specified by the LANG environment variable. Windows only This value consists of a string of operators as defined by Regional Settings. If you do not set this variable, the system uses the date format specified in the Regional Settings of the user account that runs the service. ARDATEONLY The date format used by the program. UNIX only This value consists of a string of operators as defined by the strftime library call. (Some combinations are displayed successfully but cannot be translated for input.) If you do not set this variable, the system uses the date format for the language specified by the LANG environment variable. Windows only This value consists of a string of operators as defined by Regional Settings. If you do not set this variable, the system uses the date format specified in the Regional Settings of the user account that runs the service. ARTIMEONLY The time format used by the program. UNIX only This value consists of a string of operators as defined by the strftime library call. (Some combinations are displayed successfully but cannot be translated for input.) If you do not set this variable, the system uses the date format for the language specified by the LANG environment variable. Windows only This value consists of a string of operators as defined by Regional Settings. If you do not set this variable, the system uses the date format specified in the Regional Settings of the user account that runs the service. Files UNIX <ar_install_dir>/conf/ar or $ARCONFIGDIR/ar <ar_install_dir>/conf/ar.conf or $ARCONFIGDIR/ar.conf /etc/arsystem/<server_name>/arsystem.lic /etc/services AR System server components 349

350 BMC Remedy Action Request System 7.0 Windows External utilities arcache (arcache.exe) <ar_install_dir>conf\ar.cfg C:Program Files\Common Files\arsystem\licenses\<server_name> \arsystem.lic <win_sys_dir>\drivers\etc\services Description The arcache utility executes the AR System interface that lets you update an entry in the access control cache for a user or group, and lets you distribute your change to the specified AR System servers. This program is generally used in a multiple server environment with centralized access control. The program is also used for error recovery in a single server environment. Filters that execute on submit and modify to the User and Group forms are typically used to run this program. Changes to those forms update the local cache automatically. The filters make sure that all changes to user or group information are distributed across the system. If the server is running on a specific port and arcache cannot obtain the port information from the portmapper, you must set the ARTCPPORT variable. For example, if the port number is 2020, type the following command at a DOS prompt: set ARTCPPORT=2020 At a UNIX prompt, type: setenv ARTCPPORT 2020 Synopsis Options arcache {-U -G}{a d} -e <entryid> [-g <grouplist>] [-i <groupid>] [-c <groupcategory>] [-q < computed_group_qualification >] [-t <grouptype>] [-lw <writelicense>] [-m <mailaddress>][-n <name>] [-p <password>] [-s <server_name>] [-x <notifymech>] [-d] [-u <authentication alias name>] [-r <authentication alias string>] You can specify the following options in any order on the command line: -e Specifies the Request ID associated with the user or group in the access control cache (required). If you are adding a new user or group, you can specify any value that does not already exist in the cache. 350 Appendix C AR System server components and external utilities

351 Configuring -g -G -i -c -q -t -lw -m Specifies the set of groups to which the user belongs (applicable for adding or updating users only). Group membership defines the permissions the user has in the system. Use the group ID to identify each group (separated by semicolons). Special group IDs are 1 (Administrator), 2 (Customize), and 5 (Subadministrator). For example, if the group ID for the Technical Support group is 43, and you want to assign the user to the Customize and Technical Support groups, specify this option as -g "2;43;". Specifies the type of group cache operation. Valid values for this option are a (add new or update existing group) and d (delete existing group). The -G and -U options are mutually exclusive. Specifies the group ID (applicable for adding or updating groups only). Specifies the group category. Valid values for this option are 0 (regular group), 1 (dynamic group), or 2 (computed group). The default value is 0. Specifies the qualification for a computed group only. Specify this option as "\ "A\ " OR 121 ", "121 OR Demo ". Specifies the group type (applicable for adding or updating groups only). Valid values for this option are 0 (none), 1 (view only), or 2 (view/ change). The default value is 0. Specifies the type of write license to assign (applicable for adding or updating users only). Valid values for this option are 0 (read), 1 (fixed), or 2 (floating). The default value is 0. Specifies the default address for sending messages (applicable for adding or updating users only). External utilities 351

352 BMC Remedy Action Request System 7.0 -n -p -s -U -x -d -u -r Specifies the name of the user or group (required for add operations, recommended for delete operations). Specifies the password to assign (applicable for adding or updating users only). Specifies the name of an individual AR System server to distribute your change to. This option is required. Specifies the type of user cache operation. Valid values for this option are a (add new or update existing user) or d (delete existing user). The - U and -G options are mutually exclusive. Specifies the default alert mechanism to use (applicable for adding or updating users only). Valid values for this option are 0 (none), 1 (notifier), or 2 ( ). The default value is 1. Runs the program in debug mode. Messages that detail the progress of each operation being performed are printed to stdout. Use this mode to diagnose problems with the arcache process only. Specifies the user name of the authentication alias. Specifies the authentication string of the authentication alias. See Setting up an authentication alias on page 116 for more information about authentication aliases. Environment ARCONFIGDIR UNIX only Specifies the directory where the ar.conf file and other AR System configuration files are stored. This directory defaults to <ar_install_dir>/conf if you do not set this variable. 352 Appendix C AR System server components and external utilities

353 Configuring Examples Add a new user, Sam Johnson, to the access control cache of all AR System servers. Use as the Request ID, [email protected] as the default address, and notifier as the default alert mechanism. The syntax is as follows: arcache -Ua -e n "Sam Johnson"-m "[email protected]" -x 1 No password or group membership is specified for this user. Add an admin user with a fixed license. The syntax is as follows: arcache -Ua -etemp999 -lw 1 -n "TEMPADMIN"-p"" -s bentley -g "1;" To add a group ID, group type, and specify a computed group with a qualification, the syntax is as follows: arcache -Ga -e n "TEMPADMIN" -i t 2 -c 2 -q "\ "Administrator\ " OR Sunnyvale " Note: You can disable arcache with a setting in the ar.conf (ar.cfg) file. When the setting is active you can still run arcache, but it has no effect on the server, and the cache does not get flushed. For more information, see Disable-User-Cache-Utilities on page 319. Files UNIX $ARCONFIGDIR/ar Windows Uses a ServerList Registry value. External utilities 353

354 BMC Remedy Action Request System 7.0 arreload (arreload.exe) Description The arreload utility executes the AR System interface that enables you to empty the access control cache on one or more AR System servers and reload it from a particular User or Group form. If you experience problems with permissions or behaviors in the Group or User form, the cache might need to be emptied and reloaded. Run arreload to reload the cache. This process must run on the AR System server where the source form is located (the source machine). It deletes cached requests on the specified target machines and reloads the cache from the form on the source machine, synchronizing the cache with the available users and groups defined in the User and Group forms. If the server is running on a specific port and arreload cannot obtain the port information from portmapper, you must set the ARTCPPORT variable. For example, if the port number is 2020, type the following command at a DOS prompt: set ARTCPPORT=2020 At a UNIX prompt, type: setenv ARTCPPORT 2020 Synopsis Options arreload -a < adminuser > {-u -g} < schema > [-f] [-p < adminpassword >] [-s < server_name >] [-h < Server-Name_value >][-d] You can specify the following options in any order on the command line. Specify attributes within double quotes: -a Specifies a user with Administrator permission on the target servers (required). 354 Appendix C AR System server components and external utilities

355 Configuring -f -g -h -p -s -u Deletes all user or group requests from the cache on the specified target machines before reloading from the source machine. The arreload utility deletes requests submitted by the source machine only if you do not specify this option. In multithreaded server environments where access control is being managed remotely (using arcache), the existing cache requests might have been submitted from different machines. Specifying this option causes requests submitted from any server other than the source machine to be lost from the cache of the target machines because all requests are deleted from the cache, regardless of their source. Specifying this option has no effect if access control is being managed locally (that is, the local machine is the only server submitting requests to the cache), unless the server has been renamed or moved to a different machine. In that case, this option is useful for clearing out obsolete definitions that are no longer recognized as being related to the local server, and would otherwise not be removed. This helps avoid duplicate records that can corrupt the cache. Specifies the name of the source form for reloading group requests (required if you do not specify the -u option). Specifies the name of the server if you have added a Server-Name value in the ar configuration file. If you have a value for Server-Name, and you use arreload without the -h option, arreload will use the default server name rather than the name specified by Server-Name. Specifies the password for the user specified by the -a option (required if a password is defined for that user). Specifies the name of an individual AR System server on which to reload the cache. This option is required. Specifies the name of the source form for reloading user requests (required if you do not specify the -g option). External utilities 355

356 BMC Remedy Action Request System 7.0 -d Runs the program in debug mode. Messages are printed to stdout and detail the progress of each operation being performed. Use this mode to diagnose problems with the arreload process only. Environment Examples ARCONFIGDIR UNIX only Specifies the directory where the ar.conf file and other AR System configuration files are stored. If you do not set this variable, this directory defaults to <ar_install_dir>/conf. Connect as Admin (using the password fun4me) and delete all user requests from the access control cache of all AR System servers. Reload the cache on all machines from the User form on the current machine. An example follows, the attributes are enclosed in double quotes: arreload -u User -a Admin -p fun4me -f Reload the cache on all machines from the Group form and the User form on the current machine. An example follows, the attributes are enclosed in double quotes: arreload -u User -g Group -a Admin -p fun4me -f -d Note: You can disable arreload with a setting in the ar.conf (ar.cfg) file. When the setting is active you can still run arreload, but it has no effect on the server, and the cache does not get flushed. Files UNIX $ARCONFIGDIR/ar arsignal (arsignal.exe) Description Synopsis The arsignal utility forces an AR System server to load or reload information. The process can be run on any machine. arsignal {-c -g -l -a} <server_name>[:port][sigargument] The server name identifies the server that is to reload information. If a TCP port is to be specified as well (needed if the server does not register with AR System Portmapper), it is appended to the server name, separated by a colon. The string sigargument is applicable when using the -a option. 356 Appendix C AR System server components and external utilities

357 Configuring Options You can specify one of the following options: -c -g -l -a Causes the server to reload information from its configuration file ar.conf (ar.cfg). Causes the server to reload group and data dictionary information from the database. Causes the server to reload license information. Causes the server to update internal Alert user information using the details provided in sigargument. For more information, see the BMC Remedy white paper, Using a Hardware Load Balancer with AR System <version number> Servers. White papers are available from the Customer Support website at External utilities 357

358 BMC Remedy Action Request System Appendix C AR System server components and external utilities

359 D Date Appendix and time formats The following topics are provided: Short date formats (page 360) Long date formats (page 361) Day formats (page 362) Time formats (page 362) Additional characters (page 363) Date and time formats 359

360 BMC Remedy Action Request System 7.0 Short date formats The following table lists all the available Short Date Formats in the AR System User Preference form. Short Date Format Description Examples MM/dd/yyyy MM/dd/yy MM/d/yyyy MM/d/yy M/dd/yyyy M/dd/yy Month, Day, Year (leading zero for single-digit months, leading zero for single-digit days, four-digit year) Month, Day, Year (leading zero for single-digit months, leading zero for single-digit days, two-digit year) Month, Day, Year (leading zero for single-digit months, fourdigit year) Month, Day, Year (leading zero for single-digit months, twodigit year) Month, Day, Year (leading zero for single-digit days, four-digit year) Month, Day, Year (leading zero for single-digit days, two-digit year) 01/01/ /15/ /01/05 01/15/05 01/1/ /15/ /1/05 01/15/05 1/01/2005 1/15/2005 1/01/05 1/15/05 M/d/yyyy Month, Day, Year (four-digit year) 1/1/2005 1/15/2005 M/d/yy Month, Day, Year (two-digit year) 1/1/05 1/15/05 dd/mm/yyyy Day, Month, Year (leading zero for single-digit days, leading zero for single-digit months, four-digit year) dd/mm/yy Day, Month, Year (leading zero for single-digit days, leading zero for single-digit months, two-digit year) dd/m/yyyy Day, Month, Year (leading zero for single-digit days, four-digit year) dd/m/yy Day, Month, Year (leading zero for single-digit days, two-digit year) d/mm/yyyy Day, Month, Year (leading zero for single-digit months, fourdigit year) d/mm/yy Day, Month, Year (leading zero for single-digit months, twodigit year) 01/01/ /01/ /01/05 15/01/05 01/1/ /1/ /1/05 15/1/05 1/01/ /01/2005 1/01/05 15/01/05 d/m/yyyy Day, Month, Year (four-digit year) 1/1/ /1/ Appendix D Date and time formats

361 Configuring Short Date Format Description Examples d/m/yy Day, Month, Year (two-digit year) 1/1/05 15/1/05 yyyy/mm/dd yyyy/mm/d yyyy/m/dd Long date formats Year, Month, Day (four-digit year, leading zero for single-digit months, leading zero for single-digit days) Year, Month, Day (four-digit year, leading zero for single-digit months) Year, Month, Day (four-digit year, leading zero for single-digit days) 2005/01/ /01/ /01/1 2005/01/ /1/ /1/15 yyyy/m/d Year, Month, Day (four-digit year) 2005/1/1 2005/1/15 yy/mm/dd yy/mm/d yy/m/dd Year, Month, Day (two-digit year, leading zero for single-digit months, leading zero for single-digit days) Year, Month, Day (two-digit year, leading zero for single-digit months) Year, Month, Day (two-digit year, leading zero for single-digit days) 05/01/01 05/01/15 05/01/1 05/01/15 05/1/01 05/1/15 yy/m/d Year, Month, Day (two-digit year) 05/1/1 05/1/15 The following table contains a complete list of the available Long Date Formats that can be selected in the AR System User Preference form. Format Example dd MMMM, yyyy 01 January, 2005 dd MMMM, yy 01 January, 05 dd MMM, yyyy 01 Jan, 2005 dd MMM, yy 01 Jan, 05 d MMMM, yyyy 1 January, 2005 d MMMM, yy 1 January, 05 d MMM, yyyy 1 Jan, 2005 d MMM, yy 1 Jan, 05 MMMM dd, yyyy January 01, 2005 Long date formats 361

362 BMC Remedy Action Request System 7.0 Format Example MMMM dd, yy January 01, 05 MMMM d, yyyy January 1, 2005 MMMM d, yy January 1, 05 MMM dd, yyyy Jan 01, 2005 MMM dd, yy Jan 01, 05 MMM d, yyyy Jan 1, 2005 MMM d, yy Jan 1, 05 Day formats The following table lists the available era formats in AR System User Preference form. Day Format Description Examples EEEE EEE Long day format. The day is displayed in full. Short Day format, three characters only. Friday, Thursday. Fri, Thu. Time formats The following table lists the available time formats available in the AR System User Preference form. Time Format Description Examples h:mm:ss a hh:mm:ss a H:mm:ss HH:mm:ss Time in 12-hour format (no leading zero for single digit hours) Time in 12-hour format (leading zero for single digit hours) Time in 24-hour format (no leading zero for single digit hours) Time in 24-hour format (leading zero for single digit hours) 1:23:45 AM, 10:23:45 PM 01:23:45 AM, 10:23:45 PM 1:23:45, 22:23:45 01:23:45, 22:23: Appendix D Date and time formats

363 Configuring Additional characters If you need to include additional characters in your custom date or time display, include them in single quotes.: Format Example Date MM/dd/yy Date 01/01/05 Time hh:mm:ss a Time 01:23:45 AM Additional characters 363

364 BMC Remedy Action Request System Appendix D Date and time formats

365 E Working Appendix with the Server Events form The Server Events form enables you to capture server-related activities and use them in workflow and API programs. You can select the server events that you want to record, search and view the returned entries, and create workflow to notify companion servers and interested clients of server changes that could them. The following topics are provided: Understanding the Server Events form (page 366) Using server events in workflow (page 384) For information about setting Server Event options, see Server information Server Events tab on page 176. Working with the Server Events form 365

366 BMC Remedy Action Request System 7.0 Understanding the Server Events form The Server Events form captures the server changes that you record. You use the Server Events form to notify other servers of cache changes if multiple servers are sharing the same database, it can also notify interested clients of cache changes and user or group events. For more information, see Using server events in workflow on page 384. Note: You might find server events especially helpful in a load-balanced environment. However, with the server groups feature introduced in the 6.0 release, you will not need to use server events as part of the mechanism for communicating between servers in a load-balanced environment. For AR System 5.1 servers, see the Using a Hardware Load Balancer with AR System 5.1 Servers whitepaper. ForAR System 6.0 servers, see the Using a Hardware Load Balancer with AR System 6.0 Servers whitepaper. The options on the Server Events tab of the Server Information dialog box enable you to specify which activities you want to record to the form. For more information about selecting Server Events options, see Server information Server Events tab on page 176. The Server Events form is similar to other AR System forms. You can add additional fields and workflow to it, but you cannot delete the five reserved fields, which are discussed in the following section. How the Server Events form is created The Server Events form is created automatically by the server and contains five reserved fields: AR_RESERV_SVR_EVENT_TYPE AR_RESERV_SVR_EVENT_CAUSE AR_RESERV_SVR_EVENT_DETAILS_1 AR_RESERV_SVR_EVENT_DETAILS_2 AR_RESERV_SVR_EVENT_DETAILS_3 366 Appendix E Working with the Server Events form

367 Configuring These five fields distinguish the Server Events form from all other forms. There can be only one Server Events form in the AR System database; therefore, only one form contains the five reserved fields specific to the Server Events form: 800, 801, 802, 803, 804. There are two primary instances in which a Server Events form can be created. Case 1: When the server starts, the server will create the Server Events form automatically if the form does not already exist in the AR System database. If you delete the Server Events form, the server will automatically regenerate the form the next time the server is started. Case 2: If you create your own Server Events form, you will need to supply default values with the correct data type for the required core fields. If the Server Events form already exists and you try to create a form with the five reserved fields, the server will return an error when you try to save the form. Error checking will not allow the existence of more than one Server Events form. The Server Events form can be viewed and modified using BMC Remedy Administrator or driver. You can also rename the Server Events form. However, if any of the five reserved fields are removed, the form will no longer be a valid Server Events form. Understanding the Server Events form 367

368 BMC Remedy Action Request System 7.0 Types of events you can record Various types of server events can be recorded, including server object, user, group, server-setting, and alert changes. Server event types The #define statements for the event types in ar.h are: #define AR_SVR_EVENT_CHG_SCHEMA 1 #define AR_SVR_EVENT_CHG_FIELD 2 #define AR_SVR_EVENT_CHG_CHARMENU 3 #define AR_SVR_EVENT_CHG_FILTER 4 #define AR_SVR_EVENT_CHG_IMPORT 5 #define AR_SVR_EVENT_CHG_ACTLINK 6 #define AR_SVR_EVENT_CHG_ESCAL 7 #define AR_SVR_EVENT_CHG_VUI 8 #define AR_SVR_EVENT_CHG_CONTAINER 9 #define AR_SVR_EVENT_CHG_USERS 10 #define AR_SVR_EVENT_CHG_GROUPS 11 #define AR_SVR_EVENT_CHG_SVR_SETTINGS 12 #define AR_SVR_EVENT_CHG_ALERT_USERS 13 #define AR_SVR_EVENT_ARCHIVE_DONE 14 #define AR_SVR_EVENT_SERVGROUP_ACTION 15 These numbers are meaningful when you are viewing the events recorded in the Server Events form. For more information, see Viewing the server changes you recorded on page 370. Server object changes Server object changes are changes to forms, filters, active links, escalations, fields, VUIs, char menus, and containers. The AR System server will record the API calls that caused the server object change. The AR System server will record the server object change event type into the Event Type field and the RPC call number of the API call in the Cause field. The information recorded in the Event Details field depends on the server object. For example, when a form is modified, the form name is recorded in the Event Details field. For a complete listing of what is recorded in the Event Details field as well as the API calls that are recorded based on corresponding event types and causes, see Table E-1 on page Appendix E Working with the Server Events form

369 User/Group changes Configuring When users or groups are added, modified, or deleted, an event is logged in the Server Events form. For user changes, the user change event type is logged in the Event Type field, the event cause (user added, modified, or deleted) is logged in the Event Cause field, and the entry ID and name of the user is recorded in the Event Details field. For group changes, the group change event type is recorded in the Event Type field, the event cause (group added, modified, or deleted) is recorded in the Event Cause field, and the entry ID and name of the group is recorded in the Event Details field. For a complete list of user and group changes, see Table E-2 on page 374. User and group changes are recorded in the following cases: User added, modified, or deleted using the User or Group form User or group changes using the arcache utility User or group changes using the arreload utility Server setting changes All changes to server configurations are logged in the Server Events form. The server settings change event will be recorded in the Event Type field. The numeric value of the server option (AR_SERV_INFO_XX) will be recorded in the Event Cause field. (For more information about the different AR_SERV_INFO_XX options, see the C API Reference Guide.) The datatype and value of the input argument to the SetServerInfo call will be recorded in the Event Details field. For server options that configure passwords, the password will be replaced by an arbitrary number of asterisks for security purposes. For a complete list of server setting changes, see Table E-3 on page 376. Alert registration activity When Alert users are registered or deregistered, an event is logged in the Server Events form. For a complete list of alert setting changes, see Viewing alert registration activity on page 381. Understanding the Server Events form 369

370 BMC Remedy Action Request System 7.0 Archive activity When an archive activity is performed, an event is logged in the Server Events form. For a complete list of archive changes, see Viewing archive activity on page 382. Server group actions When a server group action is performed (for example, a server in a server group fails and another server takes over), an event is logged in the Server Events form. For a complete list of server group changes, see Viewing server group actions on page 383. Viewing the server changes you recorded When you open the Server Events form in BMC Remedy User to search or view the entries that have been recorded, you will see numbers and raw data in the fields. You will not see textual descriptions explaining the data returned for each of the four reserved fields. For example, if you recorded the server events associated with adding a new user, a search on the Server Events form will look similar to the screen in Figure E Appendix E Working with the Server Events form

371 Configuring Figure E-1: Adding a user Only the numeric values for Event Type and Event Cause are returned, and only a brief description is provided in the Event Details field. Use the tables that follow to look up the description that corresponds to the type number and cause number of the server event for which you need information. Viewing server object changes For object changes, the event type can be 1 through 9, depending on the type of object change being recorded. The following information appears in the fields on the Server Events form when an object change is recorded: Event Type: 1 to 9 Event Cause: RPC call number of the API call Event Details 1: Contents depend on the server object being recorded Event Details 2: Contents depend on the server object being recorded Event Details 3: Contents depend on the server object being recorded Request ID: The unique number assigned to identify the entry Event Date: Time and date that the event occurred Submitter: User who caused the server object event Understanding the Server Events form 371

372 BMC Remedy Action Request System 7.0 Table E-1: Server object changes Type Cause Cause Description In the Event Details 1 field, the object names recorded for the Set calls are the names of the objects before the Set operation. Therefore, if an ARSetSchema call renames the form from AA to BB, AA will be the form name recorded in the Event Details field for the server event. For Set API calls, if the name of the object is changed, the Event Details 2 field will contain the old name of the object, and the Event Details 1 field will contain the new name. If the name is not changed by the Set call, the Event Details 2 field will contain a NULL datatype. In the Event Details fields, semicolons separate multiple items. There are no spaces after the semicolon, and the spaces after the semicolon in the table below were added for display clarity. The string recorded in the Event Details fields can have maximum lengths of 255 bytes (AR_MAX_SVR_EVENT_DETAILS), not including the NULL. If the value to record in the Event Details fields exceed the maximum, the value will be truncated. Event Details 1 Event Details 2 Event Details ARSetSchema form name old form name 1 9 ARCreateSchema form name 1 10 ARDeleteSchema form name 2 13 ARSetField field ID; field name form name old field name 2 14 ARCreateField field ID; field name form name 2 43 ARDeleteField field ID; field name form name 2 56 ARDeleteMultiple Fields field ID; field ID; ; field ID 3 17 ARSetCharMenu menu name old menu name 3 18 ARCreateCharMenu menu name 3 19 ARDeleteCharMenu menu name 4 22 ARSetFilter filter name old filter name 4 23 ARCreateFilter filter name 4 24 ARDeleteFilter filter name 5 35 ARImport 372 Appendix E Working with the Server Events form

373 Configuring Table E-1: Server object changes Type Cause Cause Description Event Details 1 Event Details 2 Event Details ARSetActiveLink active link name old active link name 6 40 ARCreateActiveLink active link name 6 41 ARDeleteActiveLink active link name 7 49 ARSetEscalation escalation name old escalation name 7 50 ARCreateEscalation escalation name 7 51 ARDeleteEscalation escalation name 8 63 ARSetVUI vui ID; vui name form name old vui name 8 64 ARCreateVUI vui ID; vui name form name 8 65 ARDeleteVUI vui ID; vui name form name 9 75 ARSetContainer container name old container name 9 76 ARCreateContainer container name 9 77 ARDeleteContainer container name Viewing user changes For user changes, the event type will always be 10. The following information appears in the fields on the Server Events form when a user change is recorded: Event Type: 10 Event Cause: User added (0), modified (1), or deleted (2) Event Details 1: Entry ID of the user and the user login name Event Details 2: Unused Event Details 3: Unused Request ID: The unique number assigned to identify a particular request Event Date: Time and date that the event occurred Submitter: User who caused the user change event Understanding the Server Events form 373

374 BMC Remedy Action Request System 7.0 Viewing group changes For group changes, the event type will always be 11. The following information appears in the fields on the Server Events form when a group change is recorded: Event Type: 11 Event Cause: Group added (0), modified(1), or deleted(2) Event Details 1: Entry ID of the group and the group name Event Details 2: Unused Event Details 3: Unused Request ID: The unique number assigned to identify a particular request Event Date: Time and date that the event occurred Submitter: User who caused the group change event On the User form, the value in the Event Details 1 field for the user login name is the value that is in reserved Field 101. For the Group form, the value for the group name is the value that is in reserved Field 105. When the user login name or group name is modified, the name recorded in the Event Details 1 field is the name after it is modified. For example, if an ARSetEntry is called to change the user s login name from YY to ZZ, ZZ will be recorded as the user s login name in the Event Details 1 field. In the Event Details fields, semicolons separate multiple items. There are no spaces after the semicolon, and the spaces after the semicolon in the table below were added for display clarity. Table E-2: User and group changes Type Cause Cause Description Event Details User added entry ID; user login name 10 1 User modified entry ID; user login name 10 2 User deleted entry ID; user login name 11 0 Group added entry ID; group name 11 1 Group modified entry ID; group name 11 2 Group deleted entry ID; group name 374 Appendix E Working with the Server Events form

375 Viewing server setting changes Configuring For server setting changes, the event type will always be 12. The following information appears in the fields on the Server Events form when a server setting change is recorded: Event Type: 12 Event Cause: The numeric value of the server option AR_SVR_INFO_XX Event Details 1: The input datatype and input value to the SetServerInfo call (For more information, see Datatypes values on page 381.) Event Details 2: Unused Event Details 3: Unused Request ID: The unique number assigned to identify a particular request Event Date: Time and date that the event occurred Submitter: User who called SetServerInfo For the following server options, the input password will be replaced with an arbitrary number of asterisks before storing it in the Event Details 1 field: AR_SERVER_INFO_DB_PASSWORD, AR_SERVER_INFO_DSO_USER_PASSWD, AR_SERVER_INFO_DSO_TARGET_PASSWD, AR_SERVER_INFO_APP_SERVICE_PASSWD, AR_SERVER_INFO_MID_TIER_PASSWD, AR_SERVER_INFO_PLUGIN_PASSWD, AR_SERVER_INFO_PLUGIN_TARGET_PASSWD The datatype is included in the Event Details 1 field because AR_DATA_TYPE_NULL will not have a value, only the datatype. In the Event Details fields, semicolons separate multiple items. There are no spaces after the semicolon, and the spaces after the semicolon in the following table were added for display clarity. Understanding the Server Events form 375

376 BMC Remedy Action Request System 7.0 Table E-3: Server setting changes An AR Import API call can result in many server object changes, but this event will be recorded as one server event. Therefore, even though one Import call can add or modify several forms, filters, and active links, the server will record these changes as an Import object change event, and the Cause field will contain the RPC call number of ARImport. Type Cause Cause Description Event Details AR_SERVER_INFO_ALLOW_GUESTS datatype; value 12 6 AR_SERVER_INFO_USE_ETC_PASSWD datatype; value 12 7 AR_SERVER_INFO_XREF_PASSWORDS datatype; value 12 8 AR_SERVER_INFO_DEBUG_MODE datatype; value AR_SERVER_INFO_DB_PASSWORD datatype; value AR_SERVER_INFO_SET_PROC_TIME datatype; value AR_SERVER_INFO_ _FROM datatype; value AR_SERVER_INFO_SQL_LOG_FILE datatype; value AR_SERVER_INFO_FLOAT_TIMEOUT datatype; value AR_SERVER_INFO_UNQUAL_QUERIES datatype; value AR_SERVER_INFO_FILTER_LOG_FILE datatype; value AR_SERVER_INFO_USER_LOG_FILE datatype; value AR_SERVER_INFO_MAX_ENTRIES datatype; value AR_SERVER_INFO_ESCALATION_LOG_ datatype; value FILE AR_SERVER_INFO_SUBMITTER_MODE datatype; value AR_SERVER_INFO_API_LOG_FILE datatype; value AR_SERVER_INFO_FTEXT_TIMEOUT datatype; value AR_SERVER_INFO_DS_RPC_SOCKET datatype; value AR_SERVER_INFO_DS_LOG_FILE datatype; value AR_SERVER_INFO_SUPPRESS_WARN datatype; value AR_SERVER_INFO_SAVE_LOGIN datatype; value AR_SERVER_INFO_CACHE_LOG_FILE datatype; value AR_SERVER_INFO_THREAD_LOG_FILE datatype; value 376 Appendix E Working with the Server Events form

377 Configuring Table E-3: Server setting changes Type Cause Cause Description Event Details AR_SERVER_INFO_TCD_TCP_PORT datatype; value AR_SERVER_INFO_DSO_DEST_PORT datatype; value AR_SERVER_INFO_NFY_TCP_PORT datatype; value AR_SERVER_INFO_FILT_MAX_TOTAL datatype; value AR_SERVER_INFO_FILT_MAX_STACK datatype; value AR_SERVER_INFO_DEFAULT_ORDER_BY datatype; value AR_SERVER_INFO_DELAYED_CACHE datatype; value AR_SERVER_INFO_DSO_MERGE_STYLE datatype; value AR_SERVER_INFO_ _LINE_LEN datatype; value AR_SERVER_INFO_ _SYSTEM datatype; value AR_SERVER_INFO_INFORMIX_RELAY_MOD datatype; value AR_SERVER_INFO_PS_RPC_SOCKET datatype; value AR_SERVER_INFO_REGISTER_ datatype; value PORTMAPPER AR_SERVER_INFO_SERVER_NAME datatype; value AR_SERVER_INFO_DBCONF datatype; value AR_SERVER_INFO_AP_RPC_SOCKET datatype; value AR_SERVER_INFO_AP_LOG_FILE datatype; value AR_SERVER_INFO_AP_DEFN_CHECK datatype; value AR_SERVER_INFO_MAX_LOG_FILE_SIZE datatype; value AR_SERVER_INFO_CLUSTERED_INDEX datatype; value AR_SERVER_INFO_ACTLINK_DIR datatype; value AR_SERVER_INFO_ACTLINK_SHELL datatype; value AR_SERVER_INFO_USER_CACHE_UTILS datatype; value AR_SERVER_INFO_ _TIMEOUT datatype; value AR_SERVER_INFO_ENCRYPT_AL_SQL datatype; value AR_SERVER_INFO_SCC_ENABLED datatype; value AR_SERVER_INFO_SCC_PROVIDER_NAME datatype; value Understanding the Server Events form 377

378 BMC Remedy Action Request System 7.0 Table E-3: Server setting changes Type Cause Cause Description Event Details AR_SERVER_INFO_SCC_TARGET_DIR datatype; value AR_SERVER_INFO_SCC_COMMENT_ datatype; value CHECKIN AR_SERVER_INFO_SCC_COMMENT_ datatype; value CHECKOUT AR_SERVER_INFO_SCC_INTEGRATION_ datatype; value MODE AR_SERVER_INFO_EA_RPC_SOCKET datatype; value AR_SERVER_INFO_EA_RPC_TIMEOUT datatype; value AR_SERVER_INFO_USER_INFO_LISTS datatype; value AR_SERVER_INFO_USER_INST_TIMEOUT datatype; value AR_SERVER_INFO_DEBUG_GROUPID datatype; value AR_SERVER_INFO_EA_SYNC_TIMEOUT datatype; value AR_SERVER_INFO_APPLICATION_AUDIT datatype; value AR_SERVER_INFO_SVR_SEC_CACHE datatype; value AR_SERVER_INFO_LOGFILE_APPEND datatype; value AR_SERVER_INFO_MINIMUM_API_VER datatype; value AR_SERVER_INFO_MAX_AUDIT_LOG_FILE_SIZE datatype; value AR_SERVER_INFO_CANCEL_QUERY datatype; value AR_SERVER_INFO_MULT_ASSIGN_GROUPS datatype; value AR_SERVER_INFO_ARFORK_LOG_FILE datatype; value AR_SERVER_INFO_DSO_PLACEHOLDER_ datatype; value MODE AR_SERVER_INFO_DSO_SOURCE_SERVER datatype; value AR_SERVER_INFO_DSO_POLLING_ datatype; value INTERVAL AR_SERVER_INFO_DSO_TIMEOUT_NORMAL datatype; value AR_SERVER_INFO_ENC_DATA_KEY_EXP datatype; value AR_SERVER_INFO_ENC_PUB_KEY_EXP datatype; value AR_SERVER_INFO_ENC_SEC_POLICY datatype; value 378 Appendix E Working with the Server Events form

379 Configuring Table E-3: Server setting changes Type Cause Cause Description Event Details AR_SERVER_INFO_ENC_SESS_H_ENTRIES datatype; value AR_SERVER_INFO_ENC_DATA_ENCR_ALG datatype; value AR_SERVER_INFO_DSO_TARGET_ datatype; value CONNECTION AR_SERVER_INFO_ORACLE_QUERY_ON_ datatype; value CLOB AR_SERVER_INFO_LOCALIZED_SERVER datatype; value AR_SERVER_INFO_SVR_EVENT_LIST datatype; value AR_SERVER_INFO_DISABLE_ADMIN_ datatype; value OPERATIONS AR_SERVER_INFO_DISABLE_ datatype; value ESCALATIONS AR_SERVER_INFO_ALERT_LOG_FILE datatype; value AR_SERVER_INFO_DISABLE_ALERTS datatype; value AR_SERVER_INFO_CHECK_ALERT_USERS datatype; value AR_SERVER_INFO_ALERT_SEND_TIMEOUT datatype; value AR_SERVER_INFO_ALERT_OUTBOUND_ datatype; value PORT AR_SERVER_INFO_DSO_USER_PASSWD datatype; value AR_SERVER_INFO_DSO_TARGET_PASSWD datatype; value AR_SERVER_INFO_APP_SERVICE_PASSWD datatype; value AR_SERVER_INFO_MID_TIER_PASSWD datatype; value AR_SERVER_INFO_PLUGIN_LOG_FILE datatype; value AR_SERVER_INFO_SVR_STATS_REC_MODE datatype; value AR_SERVER_INFO_SVR_STATS_REC_ datatype; value INTERVAL AR_SERVER_INFO_DEFAULT_WEB_PATH datatype; value AR_SERVER_INFO_FILTER_API_RPC_ datatype; value TIMEOUT AR_SERVER_INFO_DISABLED_CLIENT datatype; value AR_SERVER_INFO_PLUGIN_PASSWD datatype; value Understanding the Server Events form 379

380 BMC Remedy Action Request System 7.0 Table E-3: Server setting changes Type Cause Cause Description Event Details AR_SERVER_INFO_PLUGIN_ALIAS datatype; value AR_SERVER_INFO_PLUGIN_TARGET_ datatype; value PASSWD AR_SERVER_INFO_REM_WKFLW_PASSWD datatype; value AR_SERVER_INFO_REM_WKFLW_TARGET_ datatype; value PASSWD AR_SERVER_INFO_EXPORT_SVR_OPS datatype; value AR_SERVER_INFO_INIT_FORM datatype; value AR_SERVER_INFO_ENC_PUB_KEY_ALG datatype; value AR_SERVER_INFO_IP_NAMES datatype; value AR_SERVER_INFO_DSO_CACHE_CHK_ datatype; value INTERVAL AR_SERVER_INFO_DSO_MARK_PENDING_ datatype; value RETRY AR_SERVER_INFO_DSO_RPCPROG_NUM datatype; value AR_SERVER_INFO_DELAY_RECACHE_TIME datatype; value AR_SERVER_INFO_DFLT_ALLOW_CURRENCIES datatype; value AR_SERVER_INFO_CURRENCY_INTERVAL datatype; value AR_SERVER_INFO_ORACLE_CURSOR_SHARE datatype; value AR_SERVER_INFO_DFLT_FUNC_CURRENCIES datatype; value AR_SERVER_INFO_ _IMPORT_FORM datatype; value AR_SERVER_INFO_ _AIX_USE_OLD_ datatype; value AR_SERVER_INFO_TWO_DIGIT_YEAR_CUTOFF datatype; value AR_SERVER_INFO_ALLOW_BACKQUOTE_IN_ datatype; value PROCESS AR_SERVER_INFO_DB_CONNECTION_RETRIES datatype; value AR_SERVER_INFO_HOMEPAGE_FORM datatype; value AR_SERVER_INFO_DISABLE_FTS_INDEXER datatype; value AR_SERVER_INFO_DISABLE_ARCHIVE datatype; value AR_SERVER_INFO_SERVERGROUP_MEMBER datatype; value 380 Appendix E Working with the Server Events form

381 Configuring Table E-3: Server setting changes Type Cause Cause Description Event Details AR_SERVER_INFO_SERVERGROUP_LOG_FILE datatype; value AR_SERVER_INFO_FLUSH_LOG_LINES datatype; value AR_SERVER_INFO_SERVERGROUP_INTERVAL datatype; value AR_SERVER_INFO_JAVA_VM_OPTIONS datatype; value AR_SERVER_INFO_PER_THREAD_LOGS datatype; value AR_SERVER_INFO_SSTABLE_CHUNK_SIZE datatype; value AR_SERVER_INFO_SERVERGROUP_NAME datatype; value AR_SERVER_INFO_LOCKED_WKFLW_LOG_MODE datatype; value Datatypes values The following are datatype values for the Server Events form. For example, for server setting changes, the Event Details 1 field records the datatype and value. The datatype is recorded as 0, 2, and 4, corresponding to the datatypes in the following table. Datatype Description #define in ar.h 0 NULL AR_DATA_TYPE_NULL 2 Integer AR_DATA_TYPE_INTEGER 4 Character String AR_DATA_TYPE_CHAR Viewing alert registration activity For alert registration activity, the event type will always be 13. The following information appears in the fields on the Server Events form when an alert change is recorded: Event Type: 13 Event Cause: User registered for alerts (102), user deregistered for alerts (103) Event Details 1: User login name, IP address of machine user logs into, and other details. Event Details 2: Unused Understanding the Server Events form 381

382 BMC Remedy Action Request System 7.0 Event Details 3: Unused Request ID: The unique number assigned to identify a particular request Event Date: Time and date that the event occurred Submitter: User who caused the alert change event In the Event Details fields, semicolons separate multiple items. There are no spaces after the semicolon, and the spaces after the semicolon in the table below were added for display clarity. Table E-4: Alert registration activity Type Cause Cause Description Event Details User logs in to alert client User logs out from alert client Viewing archive activity For archive activity, the event type will always be 14. The following information appears in the fields on the Server Events form when an archive change is recorded: Event Type: 14 Event Cause: Copy to archive only (1), delete from source only (2), Copy to archive and delete from source (3) Event Details 1: Source form name Event Details 2: Details of the activity Event Details 3: Destination form name Operation type tag (R); byte length of user name; user name; registration time; IP address of client; client port; actual client IP address; server IP address that client expected; registration flag; client version; client codeset Operation type tag (U); byte length of user name; user name; IP address of client; client port; client version Request ID: The unique number assigned to identify a particular request 382 Appendix E Working with the Server Events form

383 Configuring Table E-5: Archive activity Type Cause Cause Description Event Date: Time and date that the event occurred Submitter: User who caused the archive change event In the Event Details fields, semicolons separate multiple items. There are no spaces after the semicolon, and the spaces after the semicolon in the table below were added for display clarity. Event Details 1 Event Details 2 Event Details Copy to archive only Source form name Error code; Number of entries copied to archive 14 2 Delete from source only Source form name Error code; Number of entries deleted from source 14 3 Copy to archive and delete from source Source form name Error code; Number of entries copied to archive and deleted from source Destination form name Destination form name Destination form name Viewing server group actions For server group actions, the event type will always be 15. The following information appears in the fields on the Server Events form when a server group activity is recorded: Event Type: 15 Event Cause: Failover (1), relinquish (2), takeover (3) Event Details 1: Server performing action Event Details 2: Name of operation Event Details 3: Other server Request ID: The unique number assigned to identify a particular request Event Date: Time and date that the event occurred Submitter: User who caused the server group action event Understanding the Server Events form 383

384 BMC Remedy Action Request System 7.0 Table E-6: Server group actions Table E-6 describes specific details of server group actions. Type Cause Cause Description 15 1 Server in group fails over an operation 15 2 Server in group is relinquishing an operation 15 3 Server in group takes over an unowned operation. Event Details 1 Event Details 2 Event Details 3 Server that an operation is failing over to. Server that is relinquishing an operation. Server that is taking over an unowned operation. Name of the operation involved. Name of the operation involved. Name of the operation involved. Server that an operation is failing over from. Server that is expected to take over a relinquished operation. Null Using server events in workflow Recording server events enables you to communicate internal (non-data) server changes to processes outside the server and to use workflow to notify companion servers or interested clients of changes that affect them. You can create workflow that will be triggered when a server event is recorded. For example, you might want to create a filter that fires when an entry is submitted to the Server Events form indicating that an object change has occurred. The filter should execute a Run Process action that runs the arsignal program to force a companion AR System server to reload its cache. The filter should have one such action for each companion server. So, if you wanted to make server foo reload its cache, you would construct the filter run process action as follows: arsignal -g foo If foo were running on specific port 2033, then the action would be constructed as follows: arsignal -g foo:2033 For more information about arsignal, see arsignal (arsignal.exe) on page Appendix E Working with the Server Events form

385 F Using Appendix Business Time in the AR System server Business time in AR System is the ability to define periods of availability and unavailability, workdays, and holidays to calculate business schedules using AR System commands. The following topics are provided: Overview (page 386) Architecture (page 386) How Business Time 2.0 works (page 388) Scheduling a time segment (page 390) Using offset hours in Business Time 2.0 (page 399) Business Time commands (page 399) Using the old Business Time forms (page 409) Migrating Workdays and Holidays to the Business Time Segment form (page 419) Debugging tips for Business Time (page 420) Using Business Time in the AR System server 385

386 BMC Remedy Action Request System 7.0 Overview Architecture AR System 7.0 is introducing version 2.0 of Business Time. This version enables you to define periods of time as available or unavailable. Business time can be defined using time segments that can be workdays, holidays, or any other activity that occurs in a business environment. The AR System business time functionality is applicable to global enterprises with multiple regional centers: Businesses can use the availability function to block periods of time by region. For example, a customer might want to make certain functions unavailable for Japanese offices during Golden Week in Japan. Businesses can use the Business Time function according to their own rules for shift work during work days and during holidays. The customer can define the different shifts (for example, the evening shift and the morning shift) and the holidays to capture their work environment. Different offices can set up different holiday and break schedules. A central administrator can enter and manage business time and holidays for all international locations in different time zones. The Business Time Segment form is the main business time form and is used to define segments of time. These time segments can then be used to define any kind of activity. If you used the Business Time Holidays and Business Time Workdays forms in prior releases, you can still use them to define holidays and workdays with the old set of Business Time commands. However, in Business Time 2.0, all activities (including holidays and workdays) are defined in the Business Time Segment form. A new set of commands work off the time segments defined in the Business Time Segment form. The offset that was previously available in the Business Time Workdays form is now available in the Business Time Segment form. The functionality provided by the old Business Time commands (Add, Subtract, and Diff) will also be provided by the 2.0 Business Time commands; however, all future enhancements will happen only to Business Time 2.0. The Business Segment-Entity Association form associates an entity to one or more time segments in the Business Time Segment form. 386 Appendix F Using Business Time in the AR System server

387 Configuring Following is a summary of forms you can use to define Business Time 2.0: Business Time Segment Defines time segment as available or unavailable, optionally on a one-time or a recurring basis. Business Time Shared Entity Stores detailed information about the entity used in the Business Segment-Entity Association form. An entity is a generic object such as an asset, categorization, or location. Create an entity only if you need to associate a time segment to it. Once an entity is created, it can be reused from there on. (You do not need to create a new one.) Business Segment-Entity Association Stores associations between entities (such as assets, change requests, and groups, individuals, companies, and locations) and activities that apply to those objects. It associates records in the Business Time Segment and Business Time Shared Entity forms in a many-to-many fashion. Business Segment-Entity Association_Join Used for query purposes. Acts as a join form between the following forms: Business Segment-Entity Association Business Time Segment Business Time Shared Entity-Entity Association_Join_Join Used for query purposes. Acts as a join form between the following forms: Business Time Shared Entity Business Segment-Entity Association_Join These forms contain fields with IDs that AR System recognizes. You can change the name of the forms, but do not make copies of them because the AR System server will not be able to find the correct form for finding business schedules. You can use the following forms with the old Business Time commands: Business Time Workdays Defines a weekly schedule with four time segments. Business Time Holidays Defines holidays, which can be entire days or a time segment within a day. Figure F-1 shows the relationships between these forms. Architecture 387

388 BMC Remedy Action Request System 7.0 Figure F-1: Forms used to schedule time in AR System Business Time Shared Entity-Entity Association_Join_Join Business Time 2.0 Scheduling Business Time Segments Business Segment- Entity Association_Join join form Old Business Time forms Scheduling Workdays Business Time Workdays form Business Time Shared Entity form Business Segment- Entity Association form Business Time Segment form Scheduling Holidays Business Time Holidays form Note: If you upgrade your Business Time objects from version 5.0, delete the filter BusWk:ValidateTimes02. This filter is not intended for use on AR System versions 5.1 and later. How Business Time 2.0 works The Business Time Segment form represents a window of time, which can be described as a one time activity (which can span multiple days) or a recurring activity (which cannot span multiple days; it must be scheduled within a 24- hour period). An object in the Business Segment-Entity Association form can be associated with: One or more entries in the Business Time Segment form Optionally, one or more entries in the Business Time Shared Entity form In Business Time 2.0, time segments are defined using levels. Levels 1 and 2 are special levels. Level 1 time segments are treated as workdays (available time), and Level 2 time segments are treated as holidays (unavailable time). If no Level 1 time segments are defined, then all days are considered available. To define business time and implement it in your AR System application, you must: 388 Appendix F Using Business Time in the AR System server

389 Configuring Step 1 Define any combination of time segments, business hours, and business holidays. If defining workdays, make sure available time segments are defined at Level 1. If defining holidays, make sure unavailable time segments are defined at Level 2. Define other time segments at Level 3 and above. Step 2 Step 3 Add business time commands to workflow in your application. Test the application. Using the list of Time Segment IDs, Workday IDs, and Holiday IDs, the Business Time component in AR System builds a list of available and unavailable time windows for every day in the list of IDs. For example, consider an entity that has a Workday schedule from 8:00 a.m. to 5:00 p.m., and two activities associated with it. The first time segment defines an available time window at a Level 3 from 10:00 a.m. to 2:00 p.m., and the second time segment defines an unavailable time window at Level 4 from 1:00 to 4:00 p.m. The Business Time component in AR System computes the final time window list for a day as shown in the following figure. Figure F-2: Workday and activities for one day Level Time Seg. 2 (1 to 4 p.m.) 3 Time Seg. 1 (10 a.m. to 2 p.m.) 2 1 Workday (8 a.m. to 5 p.m.) 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 Final list Time = Available time = Unavailable time The application commands described in Business Time commands on page 399 work from the final list. How Business Time 2.0 works 389

390 BMC Remedy Action Request System 7.0 Scheduling a time segment Understanding levels The Business Time Segment form stores availability, level, date and time ranges, and recurrence information about a time segment. You can add an entry to this form to schedule a business time segment for an entity in an AR System application, such as an asset or a change request, or a group, individual, company, or location. Levels define a priority between different time segments, and a higher level time segment takes precedence over lower-level time segments. Levels can be from 1 to Levels 1 and 2 have special meaning. Level 1 time segments are available and can be used to define workdays. Level 2 time segments are unavailable and can be used to define holidays. Other time segments at Level 3 and above can be either available or unavailable. For all Business Time commands, a higher-level time segment takes precedence over lower-level time segments, except for the Application-Bus- Time2-Get-Free-Window command. See Application-Bus-Time2-Get-Free- Window on page 404 for more information. For time segments that are the same level, the order of overlapping activities is not guaranteed. The business component in AR System will determine the final list for these time segments in the order they are retrieved. Creating non-conflicting segments Levels are used to determine the order in which overlapping or nonoverlapping time segments will take effect. In Figure F-2 on page 389, Time Segment 2 is at a higher level than Time Segment 1. Hence, in the final list, the time window 1:00 p.m. to 2:00 p.m. is defined as unavailable. Defining a business time segment You can create one-time time segment or a recurring time segment as described in the following procedures: To define a one-time time segment on page 391 To define a recurring time segment on page Appendix F Using Business Time in the AR System server

391 Configuring To define a one-time time segment 1 Open the Business Time Segment form in new mode. Figure F-3: Business Time Segment form, One Time tab 2 In the ID field, enter a unique identifier. Use this identifier to reference the time segment in workflow. The identifier can be non-unique in special cases. For more information, see Migrating Workdays and Holidays to the Business Time Segment form on page In the Description field, enter a description for the time segment. 4 In the Availability field, select Available or Unavailable. Scheduling a time segment 391

392 BMC Remedy Action Request System For the Enable option, select Yes to enable the time segment. Do not select Yes if you want to temporarily disable the time segment. 6 In the Level field, select a level. Business Schedule Activities have a default level of 3, but this level can be changed to a number from 1 through If the schedules for two activities or business hours and holidays conflict, the event with the highest number takes priority. See Creating non-conflicting segments on page 390 for more information about levels. 7 In the Category field, enter a description for the category. This field helps determine what type of schedule time segment the item is (for example, blackout, maintenance, and so on.) Although it is not a required field, it can help you categorize your time segments. 8 In the Action field, select one of the following options: Note: You must add items to the Non-Conflicting Activities field to find conflicting items. If you do not, the time segment you originally entered will be used. See step 14 on page 394 for more information. Create as Described Creates the scheduled time segment without checking to determine if there is a conflict in the Start Date and Time, and End Date and Time, with that of another scheduled time segment. This option creates a time segment with a status of Published. It applies to both One Time and Recurring duration types. Create Next Free Finds the next free date and time and automatically creates the scheduled time segment, making sure that there is no other conflicting time slot. If the specified Start Date and Time, and End Date and Time are not available, the time segment is scheduled for the next available time slot. This option creates a time segment with a status of Published. It applies only to the One Time duration type. Find Next Free Finds the next free time slot based on the Start Date and Time and the End Date and Time, and puts the value into the Next Free Date/Time field. This option creates a time segment with a status of Draft. It applies only to the One Time duration type. 392 Appendix F Using Business Time in the AR System server

393 Configuring Note: When this action is chosen, the AR System business time subsystem finds the next free time and creates an entry in the Business Time Segment form. If this entry is not needed, select Remove, and an escalation will delete it. Publish Changes the status from Draft to Published, so the time segment can be used by business time application commands. Remove Mark the scheduled time segment to be deleted in an escalation that runs nightly. Draft Changes the status from Published to Draft so changes can be made to the time segment. (You cannot change a record after it is published. First, move it to Draft and save it. Then, make your changes.) As described in each of the previous bullets, when you select an Action, the status of Draft, Published, or Remove appears in the read-only Status field. A status of Draft indicates that the time segment can be modified, but not used by business time application commands until the status changes to Published. 9 In the Duration Type field, select One time to create a single occurrence of the time segment. To create a recurring business time segment, see To define a recurring time segment on page Enter the starting and ending dates and times for the duration of the time segment. If your day ends at midnight, select the End of Day check box. Then, any value in the End Time field will be ignored, and the day will end at midnight. 11 In the Earliest Start Time field, enter earliest preferred start time for which to schedule the time segment. The search for a start time will start with the Start Date and Start Time and find the first available time with the specified duration. If no time slot is found within the same day, it will continue to the next day, starting after the Earliest Start Time. If this field is blank, the search for the next available time will continue from 12:00 a.m. of the next day if necessary. 12 In the Latest End Time field, enter latest preferred time by which the time segment should end. Scheduling a time segment 393

394 BMC Remedy Action Request System In the End Date Search Range field, enter the last date to search for an available time slot within the specified Start Date and End Date. (The default is the End Date plus six months.) The Start Date Search Range field is set to the Start Date and Start Time. 14 In the Non Conflicting Activities field, enter the IDs of the Business Times Workdays, Business Time Holidays, and Business Time Segment definitions to check for schedule conflicts. 15 To find the next available time slot, click in the Next Free Date/Time field and press ENTER. This field is used only with the Find Next Free action. The next free period for the time segment appears in the Next Free Date/ Time field. If the value is the same as the Start Date and Start Time, that time is available. If the time is different, the original time that was specified for the Start Date/Time was not available and the value represents the earliest available time. 16 If this time slot is not acceptable: a Save the form. b Select the Find Next Free option. c Search for the next free time slot. 17 Save the form. To define a recurring time segment 1 Complete steps 1 through 8 from To define a one-time time segment on page Select the Recurring option for the Duration Type. The Recurrence Definition tab appears on the form. 394 Appendix F Using Business Time in the AR System server

395 Configuring Figure F-4: Business Time Segment form Recurrence Definition tab 3 Select start and end dates and times. For recurring activities, the Start Date and End Date fields determine the range of the recurrence, and the Start Time and End Time determine the duration of the time segment. If your day ends at midnight, select the End of Day check box. Then, any value in the End Time field will be ignored, and the day will end at midnight. 4 Select the Recurrence Type, and specify the recurrence as dictated by the tab that appears when you select the option. (All the options accept a start date and return the next date.) Specified dates A semicolon separated list of dates, such as 12/24/05;12/ 25/05. Scheduling a time segment 395

396 BMC Remedy Action Request System 7.0 Daily Every specified number of days, such as every four days. Weekly Every specified number of weeks on a specified day, such as every three weeks on Tuesday and Thursday. Monthly Specified day of every specified month, such as the 24th day every three months. Specified week day of a specified number of months, such as the second Tuesday every three months. This could also be used to define quarterly activities. Yearly Specified day of the month, such as every fifth day of April. Every specified week day of a month, such as every second Tuesday of April. 5 Save the form. Understanding time segment entity associations The Business Segment-Entity Association form stores associations between the Business Time Shared Entity form and the Business Time Segment form. 396 Appendix F Using Business Time in the AR System server

397 Configuring Figure F-5: Business Segment-Entity Association form The Business Segment-Entity Associations form contains the following primary fields: Entry ID An identifier for an entity to which the time segment is being applied, such as an asset or a change request. Entry Owner ID An identifier for the parent object owner of the entity. Enables you to see who was the original owner to determine if you have the ability to make a change to the association. Time Segment ID A time segment name that was defined on the Business Time Segment form. For more information, see Scheduling a time segment on page 390. Assignee Groups Groups specified on Business Time Segment form. For more information, see Scheduling a time segment on page 390. Understanding time segment shared entities The Business Time Shared Entity form stores logical references to a scheduled time segment. An entity can define any generic object. Only one entity of the same type can exist in this form. Once an entity is created, you must reuse the existing copy in the entity from this form. Scheduling a time segment 397

398 BMC Remedy Action Request System 7.0 Figure F-6: Business Time Shared Entity form The Business Segment-Entity Association form contains the following primary fields: Entry Type Used to classify the type of entity that is being created. Depending on this value, it determines how the values are mapped to the Attributes fields. For example, if you have Entity Type as Category, then you can map Attribute1 to store Category 1, Attribute 2 to store Category 2, Attribute3 to store Category 3, and so on. POID Contains the Parent Object Instance ID field. It is used to reference any desired generic object. Typically, it references the Instance ID of the parent object. Attribute fields Includes a set of 10 generic attributes that can be used to describe an entity. Any character values can be mapped into these fields to describe an entity. 398 Appendix F Using Business Time in the AR System server

399 Configuring Using offset hours in Business Time 2.0 The Business Time Segment form includes an offset field, which is used under certain circumstances to adjust for the time zone differences between the client and the server. All Business Time 2.0 commands are executed on the server, and they take in and return timestamp values. Timestamp values are in GMT time; therefore, they are time zone sensitive. For cases when the client and server are on different time zones, if the conversion of the date and time to a timestamp happens on the client (such as with active links), then the offset should be set to the time zone difference between the server and the client. If the conversion happens on the server, then no offset is required. For cases where the time segment spans across midnight (as specified in Defining business hours using offset hours on page 416 for old Business Time commands), do not use offsets. Because One Time time segments can span multiple days, these time segments can span midnight. Recurring time segments cannot span midnight; therefore, you should create multiple time segments one that goes to midnight one day, and another that starts from midnight to the next day. The first Level 1 offset will be considered and applied to all the time segments in the application commands. Offsets on time segments at other levels are ignored. Business Time commands In addition to defining recurrence activities, business hours, and business holidays, you must use commands to enable Business Time in your AR System application. Business Time functionality is available within the Set Fields workflow actions, and it uses the $PROCESS$ syntax to run an internal process within the server to perform the calculation. The command arguments are positional in the syntax used to run the processes. You can omit trailing arguments. However, if you want to set a later argument, you must supply the arguments that come before the one you want to set. If you want to pass a parameter, simply enter "" in its place. Using offset hours in Business Time

400 BMC Remedy Action Request System 7.0 You can create the following business time calculations: Application commands Application-Bus-Time2-Add on page 402 Application-Bus-Time2-Diff on page 403 Application-Bus-Time2-Subtract on page 403 Application-Bus-Time2-Get-Next-Window on page 404 Application-Bus-Time2-Get-Free-Window on page 404 Business Segment-Entity Association commands Application-Bus-Time2-Assoc-Add on page 407 Application-Bus-Time2-Assoc-Diff on page 407 Application-Bus-Time2-Assoc-Subtract on page 407 Application-Bus-Time2-Assoc-Get-Next-Window on page 408 Application-Bus-Time2-Assoc-Get-Free-Window on page 408 Application-Get-Next-Recurrence-Time on page 408 Old Business Time commands Application-Bus-Time-Add on page 417 Application-Bus-Time-Diff on page 418 Application-Bus-Time-Subtract on page 418 Note: Business Time commands work only with Date/Time fields (not Date fields). Parameters The following list describes the parameters for the Business Time commands. Each parameter must be set apart in double quotation marks. BusinessTimeSegmentName Identifier indicating which entry in the Business Time Segment form contains a definition for the activity to use for this calculation. You can specify multiple business activity names. Omitting this value specifies that no business activity is used for this calculation. 400 Appendix F Using Business Time in the AR System server

401 Configuring Duration Specifies the size of the time segment in seconds. Specify zero to return the next time segment. EarliestStartTime Working in conjunction with the LatestStartTime, specifies the time range within which the free window should exist. (The Duration parameter must be less than this range.) The specified duration must be less than this range. For example, if the earliest time is 4:00 p.m. and the latest end time is 10:00 p.m., then a window is returned that is duration seconds long and starts after 4:00 p.m., even if there is a window exists that is before 4:00 p.m. If the duration is greater than the specified time range, no value is returned. If the EarliestStartTime is not specified, the default of 0 hours (the beginning of the day) is used. EndTime Ending time of the interval of which to calculate the difference. EndTimeRange A date and time value that defines the end of a search for a time window. Entity Can be an asset, individual, group, company, location, or anything you want to link a schedule to. HolidayScheduleName For old Business Time commands, an identifier indicating which entry in the Business Time Holidays form contains a definition for the holiday schedule to use for this calculation. Omitting this value specifies no holidays. LatestEndTime Working in conjunction with the EarliestStartTime, specifies the time range within which the free window should exist. (The Duration parameter must be less than this range.) The specified duration must be less than this range. For example, if the earliest time is 4:00 p.m. and the latest end time is 10:00 p.m., then a window is returned that is duration seconds long and starts after 4:00 p.m., even if there is a window exists that is before 4:00 p.m. If the duration is greater than the specified time range, no value is returned. If the LatestEndTime is not specified, the default of 24 hours (midnight) is used. Level An integer value indicating the level of the time segment to be scheduled. The value can be an integer from 1 through Amount An integer value of 0 or greater that specifies an amount of time to offset the start time by. If not specified, Amount defaults to 1. 0 can be used to indicate the next available time. For example, if your open hours are 8:00 a.m. to 5:00 p.m. and the Start Time in Application-Bus-Time2- Add, Application-Bus-Time2-Assoc-Add, and Application-Bus-Time- Add commands is 7:00 a.m., the return value is 8:00 a.m. Business Time commands 401

402 BMC Remedy Action Request System 7.0 Application commands In previous versions, Amount was known as Offset. Amount_Units Unit of time. It can be set to 1 for seconds, 2 for minutes, 3 for hours, or 4 for days. Any other setting will revert to hours (3). StartTime Starting time to which to add business time. StartTimeRange A date and time value that defines the start of a search for a time window. WindowFlag A bitmask value with: Bit 0 Indicates the beginning of an available or unavailable time segment. It takes a value of 0 for an unavailable segment, and 1 for an available segment. Bit 1 Indicates whether to retrieve all or just one segment. If the value is 0, it retrieves one segment. If the value is 1, it retrieves all of the segments between the start and end times. The value returned in this case is a semicolon separated list of values. WorkdayScheduleName For old Business Time commands, an identifier indicating which entry in the Business Time Workdays form contains a definition for the work schedule to use for this calculation. Omitting this value specifies open 7 days a week, 24 hours a day. Application-Bus-Time2-Add The Application-Bus-Time2-Add command performs a business time calculation by starting with the start time and resulting in a new time that adds the requested offset. The command returns a timestamp representing the time calculated. Use this command to recalculate time into the future. Use the following syntax for the Application-Bus-Time2-Add calculation: Application-Bus-Time2-Add <StartTime> [ <Amount> [ <Amount_Units> [ <BusinessTimeSegmentName1> <BusinessTimeSegmentName2> ]]] The StartTime parameter is required in this command. This parameter must be a value such as a field reference ($<Field_Name>$). Other fields are optional and use the default value if not provided. You can specify multiple business activity names. 402 Appendix F Using Business Time in the AR System server

403 Configuring For example, add one day by using the following calculation: $PROCESS$ Application-Bus-Time2-Add $<Field_Name>$ <Amount> <Amount_Units> This adds one day to the value that currently resides in Field Name. Show Field Name as StartTime. Set the offset unit to 4, representing days, and set the offset to 1, thus adding one day into the calculation. The final syntax looks like: $PROCESS$ Application-Bus-Time2-Add $8/26/2004$ 1 4 Application-Bus-Time2-Diff The Application-Bus-Time2-Diff command performs a business time calculation by computing the difference between the start time and the end time. The return is an integer representing the difference in seconds. Use this command to compare two different times (start time and end time) to get the actual business time. Use the following syntax for the Application-Bus-Time2-Diff calculation: Application-Bus-Time2-Diff <StartTime> <EndTime> [ <HolidayScheduleName> [ <BusinessTimeSegmentName1> <BusinessTimeSegmentName2> ]] The StartTime and EndTime parameters are required in this command. Other fields are optional and will default if not provided. You can specify multiple business activity names. Application-Bus-Time2-Subtract The Application-Bus-Time2-Subtract performs a business time calculation by starting with the start time and resulting in a new time that subtracts the requested offset. The command returns a timestamp representing the time calculated. Use this command to recalculate time in the past. Use the following syntax for the Application-Bus-Time2-Subtract calculation: Application-Bus-Time2-Subtract <StartTime> [ <Amount> [ <Amount_Units> [ <BusinessTimeSegmentName1> <BusinessTimeSegmentName2> ]]] The StartTime parameter is required in this command. Other fields are optional and will use the default value if not provided. You can specify multiple business activity names. Business Time commands 403

404 BMC Remedy Action Request System 7.0 Application-Bus-Time2-Get-Next-Window The Application-Bus-Time2-Get-Next-Window command returns the start of the next available or unavailable time segment that is <Duration> seconds long. If <Duration> is 0 (the default), the command returns either the start of available time segment or the start of unavailable the time segment. Additionally, depending on the <WindowFlag>, the command will return one time segment or all the time segments between <StartTimeRange> and <EndTimeRange>. Use the following syntax for the Application-Bus-Time2-Get-Next-Window calculation: Application-Bus-Time2-Get-Next-Window <StartTimeRange> <EndTimeRange> [ <Duration> ] [ <WindowFlag> ] [ <BusinessTimeSegmentName1> <BusinessTimeSegmentName2> ] Application-Bus-Time2-Get-Free-Window The Application-Bus-Time2-Get-Free-Window command returns the start of the next available or unavailable free time segment at the same level or a higher level that is <Duration> seconds long. A free time segment at Level <Level> and Duration <Duration> is one where no other time segment at the same or higher level as <Level> overlaps, or starts or ends in the <Duration> of this time segment. After a free time segment is obtained, it can be created as available or unavailable. The default value for duration is 0. If <Duration> is 0, it returns the next available time segment. Use the following syntax for the Application-Bus-Time2-Get-Free-Window calculation: Application-Bus-Time2-Get-Free-Window <StartTimeRange> <EndTimeRange> [ <Level> ] [ <Duration> ] [ <EarliestStartTime> ] [ <LatestEndTime> ] [ <BusinessTimeSegmentName1> <BusinessTimeSegmentName2> ] The command works by considering all Business Time Segments at a certain level or above and treats them as unavailable, regardless of whether they are available or unavailable. If Level 1 and 2 time segments are present, then they are always considered and are taken as available and unavailable, respectively. Example 1 Application-Bus-Time2-Get-Window "7/12/05 11:00:00 AM" "7/15/05 3:00:00 PM" "" "" "" "Work1" "Act1" "Act2" "Act3" 404 Appendix F Using Business Time in the AR System server

405 Configuring Consider an entity that has the following conditions: Work1 has the following Workday schedule: Available: Wednesday through Friday, 8:00 a.m. to 5:00 p.m. Unavailable: Wednesday through Friday, 12:00 a.m. to 8:00 a.m. and 5:00 p.m. to Midnight Unavailable: Saturday through Tuesday, whole days Act1 defines an available time window at a Level 3 from 10:00 a.m. to 2:00 p.m. on 7/13/05. Act2 defines an unavailable time window at Level 3 from 7:00 a.m. to 9:00 a.m. on 7/13/05. Act3 defines an unavailable time window at Level 6 from 1:00 p.m. to 4 p.m. on 7/13/05. A free window of duration 3600 seconds (1 hour) is required. There is no Earliest Start Time or Latest End Time. Figure F-7 shows the return value for Get-Free-Window for a specific day. The two Final lists show the final time window that Get-Free-Window will use in case a free window is required at Level 2 or at Level 4. For Level 2, the free window is available from 9:00 a.m. to 10:00 a.m. and from 3:00 p.m. to 4:00 p.m. Get-Free-Window will return (July 13, 2005, 9:00 a.m.). For Level 4, the free window is available from 8:00 a.m. to 12:00 p.m. and from 3:00 p.m. to 4:00 p.m. Get-Free-Window will return (July 13, 2005, 8:00 a.m.). Business Time commands 405

406 BMC Remedy Action Request System 7.0 Figure F-7: Application-Bus-Time2-Get-Free-Window command example Level Time Seg. 2 (7 to 9 a.m.) Time Seg. 3 (1 to 4 p.m.) 3 Time Seg. 1 (10 a.m. to 2 p.m.) 2 1 Workday (8 a.m. to 5 p.m.) 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 Time Level 2 Level 4 Final list Final list Example 2 Application-Bus-Time2-Get-Window "7/12/05 11:00:00 AM" "7/15/05 3:00:00 PM" "11:00:00 AM" "" "" "Work1" "Act1" "Act2" "Act3" In the example, if the Earliest Start Time for Level 2 was 11:00 a.m., then the return value at Level 2 will be (July 13, 2005, 3:00 p.m.). Example 3 Application-Bus-Time2-Get-Window "7/12/05 11:00:00 AM" "7/15/05 3:00:00 PM" "5:00:00 AM" "2:00:00 PM" "" "Work1" "Act1" "Act2" "Act3" If the Earliest Start Time was 5:00 a.m. (or if it is not specified), and if the Latest End Time was 2:00 p.m., then the return value at Level 2 will be (July 13, 2005, 9:00 a.m.). Example 4 = Available time = Unavailable time Application-Bus-Time2-Get-Window "7/12/05 11:00:00 AM" "7/15/05 3:00:00 PM" "" "" "" "Work1" "Act1" "Act2" "Act3" If the duration required was 2 hours, then for Level 2, "" is returned. 406 Appendix F Using Business Time in the AR System server

407 Example 5 Configuring Application-Bus-Time2-Get-Window "7/12/05 11:00:00 AM" "7/15/05 3:00:00 PM" "" "" "" "Work1" "Act1" "Act2" "Act3" If the Level is 4 and the duration is 7200 seconds, then (July 13, 2005, 8:00 a.m.) is returned. Business Segment-Entity Association commands If the Business Segment-Entity Association form contains entries for time segments, you can use the following commands in place of the Application commands described in the previous section. The following commands contain EntityID parameters, so that you do not need to query the Business Segment-Entity Association form and call the previous Application commands. Application-Bus-Time2-Assoc-Add Use the following syntax for the Application-Bus-Time2-Assoc-Add calculation: Application-Bus-Time2-Assoc-Add <StartTime> [ <Amount> [ <Amount_Units> [ <BusinessTimeSegmentName1> <BusinessTimeSegmentName2> [-e "EntityID1" "EntityID2" ]]]] Application-Bus-Time2-Assoc-Diff Use the following syntax for the Application-Bus-Time2-Assoc-Diff calculation: Application-Bus-Time2-Assoc-Diff <StartTime> <EndTime> [ <BusinessTimeSegmentName1> <BusinessTimeSegmentName2> [-e "EntityID1" "EntityID2" ]] Application-Bus-Time2-Assoc-Subtract Use the following syntax for the Application-Bus-Time2-Assoc-Subtract calculation: Application-Bus-Time2-Assoc-Subtract <StartTime> [ <Amount> [ <Amount_Units> [ <BusinessTimeSegmentName1> <BusinessTimeSegmentName2> [-e "EntityID1" "EntityID2" ]]]] Business Time commands 407

408 BMC Remedy Action Request System 7.0 Application-Bus-Time2-Assoc-Get-Next-Window Use the following syntax for the Application-Bus-Time2-Assoc-Get-Next- Window calculation: Application-Bus-Time2-Assoc-Get-Next-Window <StartTimeRange> <EndTimeRange> <Duration> <WindowFlag> [ <BusinessTimeSegmentName1> <BusinessTimeSegmentName2> [-e "EntityID1" "EntityID2" ]] Application-Bus-Time2-Assoc-Get-Free-Window Use the following syntax for the Application-Bus-Time2-Assoc-Get-Free- Window calculation: Application-Bus-Time2-Assoc--Get-Free-Window <StartTimeRange> <EndTimeRange> <Level> <Duration> <EarliestStartTime> <LatestEndTime> [ <BusinessTimeSegmentName1> <BusinessTimeSegmentName2> [-e "EntityID1" "EntityID2" ]] Application-Get-Next-Recurrence-Time Recurrence is defined by a set of fields in the range from 2300 to 2341 and contains recurrence patterns. These fields can be defined on any form, and the Application-Get-Next-Recurrence-Time command is provided to get the next time. For all the recurrence time calculations, ICU library functions are used. The Application-Get-Next-Recurrence-Time command performs a recurrence time calculation by starting with the start time and finding recurrence times based on the specified recurrence definition name. The return value is a semicolon-separated list of dates (in seconds). The command syntax is as follows: Application-Get-Next-Recurrence-Time <FormName> <StartTime> <RecurrenceDefinitionName> The options for these recurrence time calculations are as follows: <FormName> Form that contains the recurrence fields, such as the Business Time Segment form. <StartTime> Starting time to which to add business time. 408 Appendix F Using Business Time in the AR System server

409 Configuring <RecurrenceDefinitionName> Identifier indicating which entry in the AR System Recurrence Definition form contains a definition for the recurrence schedule to use for this calculation. Following is an example of the command with $PROCESS$: $PROCESS$ Application-Get-Next-Recurrence-Time "Business Time Segment" "4/14/04 10:30:00 AM" "weekly" weekly is an entry in the form that contains the recurrence fields, such as the Business Time Segment form. The weekly entry is defined as Wednesday and Friday, every 3 weeks. The return value is , which corresponds to 4/16/04 10:30:00 AM. Calling Application-Get-Next-Recurrence-Time again returns ;834999, corresponding to 4/21/04 10:30:00 AM and 4/23/04 10:30:00 AM. Note: Recurrence information for scheduled activities is stored in the Business Time Segment form, which contains a set of fields with field IDs in the range of 2300 to 2341 that contain recurrence patterns. The Application-Get-Next-Recurrence-Time application command is used with this form to get the next available time. You can optionally create a custom form with field IDs in the range of 2300 to 2341 to contain recurrence patterns, and specify that custom form in the Application- Get-Next-Recurrence-Time application command. Using the old Business Time forms Scheduling workdays The Business Time Workdays form stores the day-to-day availability of each of your groups and individuals, and a record of your company or location s business hours. Business time in AR System is calculated on the AR System server where the start and end times on any given day must be in the range of 0 24 hours. Any business time outside this range is considered invalid. To define business hours 1 Open the Business Time Workdays form. Using the old Business Time forms 409

410 BMC Remedy Action Request System 7.0 The General tab appears. Here you can specify a unique identifier for a workday definition and the list of open and close times for workdays you are defining. Figure F-8: Business Time Workdays form 2 In the Name field, enter a unique identifier. Use this identifier to reference this schedule in all business hours calculations. 3 In the Submitter field, enter the name of the user who submitted the first version of this schedule. 4 Use the Change History field to track structural or administrative changes to the definition. 5 In the Help Text field, enter the purpose of the schedule. 6 (Optional) In the Offset Hours field, enter the number of hours you want to offset from the time on the server. Use the Offset Hours field to adjust a client business time to a server business time. An example of a special case is a valid business time on the client that is several time zones away from the server. The time on the client becomes invalid on the server if it crosses midnight after the time zone adjustment. 410 Appendix F Using Business Time in the AR System server

411 Configuring For more information, see Using offset hours in Business Time 2.0 on page Click the Time Schedules tab. Figure F-9: Business Time Workdays form, Time Schedules tab 8 Enter the appropriate hours in the time blocks. AR System allows up to four individual time segments to be defined in the Time Schedules tab. You can enter up to four multiple non-overlapping time blocks for hours of operation in a single 24-hour period. You can span midnight by showing the day as split between two days (for example, a shift spanning Tuesday and Wednesday). For example, End 4 on Tuesday has a time of 11:59:59 p.m., and Start 1 on Wednesday has a time of 12:00:00 a.m. Time segments must be ascending, non-overlapping within a day. Figure F-9 shows an End time one second before the Start of the next time segment. (If Offset Hours is used, the time segments must be non-overlapping before the offset hours are applied.) Using the old Business Time forms 411

412 BMC Remedy Action Request System 7.0 Note: Create separate schedules for Daylight Savings Time as needed based on locale and conventions for that locale. 9 Save the form. Business hours with a one-hour gap This scenario occurs when a one-hour lunch break is scheduled in the work day. Use the Time Schedule Start and End times to specify that the business is open from 9:00:00 a.m. to 12:00:00 p.m. and from 1:00:00 p.m. until 5:00:00 p.m., indicating a one-hour closed time. Enter the information as shown in Figure F-10. Figure F-10: Business hours with one hour gap Scheduling holidays Use the Business Time Holidays form to define all scheduled holidays and other non-working days. A holiday can be either a full day or a few hours. Keep in mind that, due to shift work, holidays might span over midnight. To set holiday times 1 Open the Business Time Holidays form. 2 Click the Holiday Definition tab. 412 Appendix F Using Business Time in the AR System server

413 Configuring Figure F-11: Business Time Holidays form 3 In the Schedule Name field, enter the unique identifier for this holiday schedule. Use this identifier to reference this schedule in all business hours calculations. Important: Enter the same name that you entered in the Name field of the Business Time Workdays. 4 In the Holidays field, list the holidays that make up the holiday schedule. Enter holiday time as <date>,<start time>,<end time>. For example, 07/4/04,9:00:00 a.m.,5:00:00 p.m. is a holiday that starts at 9:00:00 a.m. on 7/4/04 and ends at 5:00:00 p.m. on the same day. Separate the dates by pressing Enter or by inserting semicolons between the dates. There is no limit to the number of dates that can be specified in this list. The holiday entry cannot span across midnight, and the Start time must be less than End time. Holiday time uses the offset hours from the Workday schedule. Only short date/time format is currently supported in the Business Time Holidays form. Long date formats (such as January 1, 2005) are not currently supported. Using the old Business Time forms 413

414 BMC Remedy Action Request System 7.0 The dates are interpreted on the server and follow the server formatting rules. If clients are configured for other date formats and the dates entered in the Business Time Holidays form are entered in a client format that is incompatible with the server format, they will not be correctly interpreted as holidays, or they might be interpreted as a different day than was planned. Note: The ARDATE format is not currently supported in Business Time Holidays form. 5 Click the Administrative Information tab. The Holiday ID field contains the AR System ID for this schedule. The Change History field is used to track structural or administrative changes to the schedule. 6 In the Help Text field, enter the purpose of the schedule. 7 Save the form. Tips for entering dates and times The following sections offer tips to help you properly enter dates and times into the Business Time Holidays form. Entering dates for an international server When the server resides internationally, it recognizes the short date format of the server. For example, the German Business Time Holiday value would be entered dd.mm.yy, which matches the date convention of the locale. No start time To indicate a holiday without listing a start time, use the following format: date,,end time For example: 7/4/04,,5:00:00 p.m. In this case, the start time defaults to 12:00:00 a.m. No end time To indicate a holiday without listing an end time use the following format: date, start time For example: 414 Appendix F Using Business Time in the AR System server

415 Configuring 7/26/04, 2:00:00 p.m. In this case, the end time defaults to 12:59:59 p.m. No start time and no end time To indicate a holiday that lasts the entire 24-hour day, use the following format: date For example: 7/26/04 In this case, the start time defaults to 12:00:00 a.m. and end time defaults to 12:59:59 p.m. Adjusting the time across midnight The implementation of business time calculations requires that Start Time be earlier than End Time. However, when a holiday schedule crosses midnight, such as when Start Time is 10:00:00 p.m. and End Time is 6:00:00 a.m., you must adjust the holiday schedule: To adjust using Holidays time, enter the start time as one day and enter the end time on the next day. It would look like: 12/25/04,10:00:00 p.m.,11:59:59pm;12/26/04,12:00:00 a.m.,6:00:00 a.m. Or: 12/25/04,10:00:00 p.m.,11:59:59 p.m. 12/26/04,12:00:00 a.m.,6:00:00 a.m. To adjust using Offset Hours, take your original Start/End time, minus the value from Offset Hours in the Business Time Workdays form to get the adjusted time. You can use either a positive offset, which moves the times earlier, or a negative offset, which moves the times later. The offset does not have to be unique. You can choose any value as long as the adjusted times fall into the 0- to 24-hour range. For example, if a holiday starts at 10:00:00 p.m. on 12/25/04 and ends at 6:00:00 a.m. on 12/26/04, you can supply an offset of three hours to adjust the holiday time to start on 12/26/04 at 1:00:00 a.m. and end at 9:00:00 a.m. This adjusted time is entered into the Holidays field following the format: 12/26/04,1:00:00 a.m.,9:00:00 a.m. Using the old Business Time forms 415

416 BMC Remedy Action Request System 7.0 Note: The offset hours is specified in Business Time Workdays as part of a workday schedule. Defining business hours using offset hours The Business Time Workdays form includes an Offset Hours field that allows you to calculate business hours into the single 0-24 hour range required by the AR System server. Business time in AR System is calculated on the server. It has a requirement of start and end times in the range of 0-24 hours. So an invalid business time must be adjusted using this Offset Hours field. A special case could be a valid business time on the client that is several time zones away from the server. This time on the client might become invalid on the server if it crosses midnight after the time zone adjustment. So you must also use the Offset Hours field in this situation. Setting a positive offset moves the time earlier; a negative offset moves it later. Unique offset times are not required. Any adjusted range defined with the offset hours is valid in the AR System server as long as it falls into a single 0-24 hour range. Make sure to use the Scheduling Diary field to document how the offset adjustment is made, for future tracking purposes. You will find the Offset Hours field useful in the following situations: Business hours that span over midnight. For example, a business s Open Time is 10:00:00 p.m. and its Close Time is 6:00:00 a.m. Use the Offset Hours feature to specify a negative offset (-3 offset hours). This action recalculates the opening and closing times into an adjusted 0-24 hour range required by the AR System server: 1:00:00 a.m. becomes the new Open Time and 9:00:00 a.m. the new Close Time. On the other hand, you could have specified a positive offset of 7 hours to adjust your business hours to a new Open Time of 3:00:00 p.m. and a new Close Time of 11:00:00 p.m. Business hours that span midnight due to different time zones for the server and the client. 416 Appendix F Using Business Time in the AR System server

417 Configuring For example, a business s Open Time is 9:00:00 a.m. and its Close Time is 5:00:00 p.m. However if the server is ahead of the client by 12 hours, the business time of the client will be 9:00:00 p.m. and 5:00:00 a.m. The time zone setting of the client would create an invalid business time calculation because its schedule spans over midnight. Here you would specify a positive offset number if the server is behind the client, or a negative offset number if the server is ahead of the client. In this example, use the Offset Hours feature to define a negative offset (- 12 offset hours). This action recalculates the time zone differences of the client to an 0-24 adjusted range that is required by the AR System server. The client s Open Time becomes 9:00:00 a.m. and its Close Time 5:00:00 p.m. Business hours that span midnight with different time zones. In this circumstance, you have to derive the offset hour by considering both factors. The goal is to specify the offset hours to adjust the Open and Close Time to 0 to 24-hour range on server. For example, the server is 6 hours behind the client in a different time zones. On the client, the schedule is 8:00.00 p.m. and 4:00.00 a.m. Specify a positive offset number (6), because the server is behind the client, to adjust 8:00.00 p.m. and 4:00.00 a.m. on the client to be 8:00.00 p.m. and 4:00.00 a.m. on server. Then use 5 to adjust to the following calculation: 8 p.m. - 5 = 3 p.m., and 4 a.m. - 5 = 11 p.m. Considering both together, the final calculated offset is = 11. Old Business Time commands The following commands were used in the old Business Time scheme. If you use the old Business Time forms, you can use these commands, but they will not work with Business Time 2.0 Application-Bus-Time-Add The Application-Bus-Time-Add command performs a business time calculation by starting with the start time and resulting in a new time that adds the requested offset. The command returns a timestamp representing the time calculated. Use this command to recalculate time into the future. Use the following syntax for the Application-Bus-Time-Add calculation: Using the old Business Time forms 417

418 BMC Remedy Action Request System 7.0 Application-Bus-Time-Add <StartTime> [ <Amount> [ <Amount_Units> [ <HolidayScheduleName> [ <WorkdayScheduleName> ]]]] The StartTime parameter is required in this command. This parameter must be a value such as a field reference ($<Field_Name>$). Other fields are optional and use the default value if not provided. You can specify multiple business activity names. For example, add one day by using the following calculation: $PROCESS$ Application-Bus-Time-Add $<Field_Name>$ <Amount> <Amount_Units> This adds one day to the value that currently resides in Field Name. Show Field Name as StartTime. Set the offset unit to 4, representing days, and set the offset to 1, thus adding one day into the calculation. The final syntax looks like: $PROCESS$ Application-Bus-Time-Add $8/26/2004$ 1 4 Application-Bus-Time-Diff The Application-Bus-Time-Diff command performs a business time calculation by computing the difference between the start time and the end time. The return is an integer representing the difference in seconds. Use this command to compare two different times (start time and end time) to get the actual business time. Use the following syntax for the Application-Bus-Time-Diff calculation: Application-Bus-Time-Diff <StartTime> <EndTime> [ <HolidayScheduleName> [ <WorkdayScheduleName> ]] The StartTime and EndTime parameters are required in this command. Other fields are optional and will default if not provided. You can specify multiple business activity names. Application-Bus-Time-Subtract The Application-Bus-Time-Subtract performs a business time calculation by starting with the start time and resulting in a new time that subtracts the requested offset. The command returns a timestamp representing the time calculated. Use this command to recalculate time in the past. Use the following syntax for the Application-Bus-Time-Subtract calculation: 418 Appendix F Using Business Time in the AR System server

419 Configuring Application-Bus-Time-Subtract <StartTime> [ <Amount> [ <Amount_Units> [ <HolidayScheduleName> [ <WorkdayScheduleName> ]]]] The StartTime parameter is required in this command. Other fields are optional and will use the default value if not provided. You can specify multiple business activity names. Migrating Workdays and Holidays to the Business Time Segment form Following are tips you can use when migrating your Business Time Workdays and Holidays to the Business Time Segment form. When migrating Workdays, remember: All workdays become a Weekly Recurrence time segment. Time segments require a Start Date and End Date that define the recurrence range. Since Workdays do not have a range, make sure that the Start Date and End Date fields represent a large range. Workdays can have up to 4 shifts. Each shift is now a time segment. These time segments can have the same IDs. Set the Level to 1 for all time segments. Select the End of Day check box to indicate the end of the day instead of 11:59:59 p.m. The ID field on the Business Time Segment form is the same as the Tag field on the Business Time Workdays form. If the Workday form has an offset and if multiple time segments correspond to this workday entry, apply the offset to only one time segment. When migrating Holidays, remember: Use the Specific Dates tab in the Business Time Segment form to specify a list of dates (with the same time range). Make sure that the Start Date and End Date are in that list of dates. Set the Level to 2. If holidays have been defined with different start and end times, then different time segments must be created. They can all have the same IDs. Migrating Workdays and Holidays to the Business Time Segment form 419

420 BMC Remedy Action Request System 7.0 Select the End of Day check box to indicate the end of the day instead of 11:59:59 p.m. The ID field on the Business Time Segment form is the same as the Tag field on the Business Time Holidays form. Debugging tips for Business Time Problem You receive an error indicating that a process could not be run. If from a filter, this error would be logged in the arerror.log file. If from an active link, you are likely getting a NULL value or might be an error. You are receiving errors about not being able to find the workday or holiday entry you specified. The following table lists some common errors that users encounter when getting started with business time functionality in the AR System server. Solution The error could be caused by a problem with the command name: Check the spelling (including capitalization) of the command. If running from an active link, did you specify to run the process on the server (@servername: before the command name)? The error could be caused by any of these problems: Check the spelling of the schedule and activity names you specified, and make sure that corresponding names are in the Business Time Holidays, Business Time Workdays, or Business Time Segment form. Make sure you are using a holiday schedule name for holidays, a workday schedule name for workdays, and an ID for scheduled activities. Check the order of your parameters. Remember that all the parameters are positional. You cannot omit parameters before the holiday or workday identifiers. Check the arguments for spaces. If there are spaces in an argument, you must quote the value, or the value will be read as multiple arguments. Check arerror.log to see if there is a report of a problem with the Business Time Holidays or Business Time Workdays forms. As noted above, the server finds these forms based on the presence of the key fields that are present on these forms. If it finds two forms with the same fields, it does not know which form is the correct one. You must delete the extra copies of these forms to get back to a single instance of each. 420 Appendix F Using Business Time in the AR System server

421 Configuring Problem You are not getting a result from the program or you are getting a result you do not expect. Solution Several issues could be causing this problem: Make sure you are using the Set Fields $PROCESS$ syntax, not the Run Process action. There is a return from this process, so you must use the action syntax expecting a return. Use filter or active link logging to report on the workflow. Is the filter or active link firing? If it is, what does the command line look like? Did you forget quotes around arguments that contain spaces? Do you have all the arguments in the correct order? Did you leave out one or more arguments? The arguments are positional. You can leave the optional ones off the end, but if you supply them, they must all be present up to the last parameter you want to supply. Check the parameters; for example, the units parameter is a code for the difference function. Are you using the code that matches the units you want? Do you have the start and end time in the correct order for the parameters? Do you have the holiday schedule name before the workday schedule name? Check the Offset Hours settings in the Business Time Workdays form. Have you used the proper offset value? Are the calculated values correct for your business? Do the results fall into a adjusted 0 24 hour range, or do they span over midnight? For more information, see Scheduling workdays on page 409. Debugging tips for Business Time 421

422 BMC Remedy Action Request System Appendix F Using Business Time in the AR System server

423 G Using Appendix the Assignment Engine The Assignment Engine is installed with AR System. By following a simple process, you can automatically assign users to specific requests. The following topics are provided: Overview (page 424) Assignment Engine Process (page 425) Assignment Engine Administration Console (page 425) Auto-assignment methods (page 427) Preparing for the auto-assignment process (page 428) Adding assignment forms (page 430) Adding assignment processes (page 434) Adding assignment rules (page 436) Turning on log and trace files (page 439) Using the Assignment Engine 423

424 BMC Remedy Action Request System 7.0 Overview Using processes instead of workflow, the Assignment Engine enables you to automatically assign requests to individuals. When you install the Assignment Engine, the following forms are installed: Form name in BMC Remedy Administrator ASE:Administration ASE:AssignAssoc_AssignForm ASE:AssignAssoc_AssignRules ASE:Assignment Association ASE:Assignment Process ASE:Assignment Rules ASE:AssignmentDetail ASE:DialogYesNo ASE:Form Information ASE:LocalizedString_MenuItems ASE:ProcessRuleForm ASE:SearchRulesDialog Form name in BMC Remedy User Assignment Engine Administration ASE:AssignAssoc_AssignForm ASE:AssignAssoc_AssignRules ASE:Assignment Association Assignment Processes Assignment Rules Assignment Details A dialog box; not listed in the Object List. Assignment Forms A menu; not listed in the Object List. ASE:ProcessRuleForm A dialog box; not listed in the Object List. To set up assignments, you will need to use only a few of these forms, and they are discussed in the following sections. 424 Appendix G Using the Assignment Engine

425 Configuring Assignment Engine Process Following is the process to integrate the Assignment Engine with your application: Step 1 Step 2 Step 3 Create a form that holds the assignees. (For simple applications, you could use the User form to hold this information.) Add the appropriate Assignment Engine fields on this form. (See page 428.) In the request form to which you want to assign users, create the fields that the Assignment Engine will set on assignment. (See page 428.) Register the assignee and request forms to the Assignment Engine. (See page 430.) Step 4 Create processes for assignments. (See page 434.) Step 5 Create rules for assignments. (See page 436.) Assignment Engine Administration Console You use the Assignment Engine Administration Console to set up autoassignment processes, forms, and rules. Assignment Engine Process 425

426 BMC Remedy Action Request System 7.0 Figure G-1: Assignment Engine Administration Console The Assignment Engine Administration Console has three tabs: Processes Shows the list of processes that the Assignment Engine can use. Each process has a Process Name. Each process consists of a request form and a set of sequential rules all of which you enter by following the procedures outlined in the following sections. Forms Shows all the forms that are registered with the Assignment Engine. If you want to see the forms that are used by a specific process, select the process name from the Show For Process list; all the forms used by that selected process appear. The Forms tab also has a Related Processes table that shows the process for the form you select from the table. If the form is used in more than one process, the Related Processes table shows all the processes it is used in. 426 Appendix G Using the Assignment Engine

427 Configuring Rules Shows all the rules that are in the Assignment Engine. If you want to see the rules that are used by a specific process, select the process name from the Show For Process list; all the rules used by that selected process appear. The Rules tab also has a Related Processes table that shows the process for the rule you select from the table. If the rule is used in more than one process, the Related Processes table shows all the processes it is used in. Auto-assignment methods The assignment method determines who is assigned to an issue when more than one person matches the qualification and can be assigned the issue. The following assignment methods can be specified in an assignment rule to automatically assign an issue when more than one person matches the qualification: Round Robin Assigns the issue to the person who has gone the longest since receiving an assignment. Load Balance by Number Assigns the issue to the person who has the fewest number of issues currently assigned. Load Balance by Capacity Assigns the issue to the person who has the largest unused capacity. For example, if person A is currently assigned 5 issues and has a capacity rating of 10, and person B is currently assigned 8 issues and has a capacity rating of 20, person B has a relatively lighter load and will be selected (8/20 < 5/10). If two or more people qualify for an issue, the first person retrieved from the database is used. Auto-assignment methods 427

428 BMC Remedy Action Request System 7.0 Preparing for the auto-assignment process To begin the auto-assignment process, you must have the following types of forms identified: Assignee form Contains data about people or groups to whom you want to assign requests. A single process can have multiple assignee forms. Request form Is used to assign a request. An example might be a Help Desk form to which Support representatives are assigned tickets. Fields to add to the assignee form The assignee form must contain specific fields that the Assignment Engine will use to run its processes. Add the following fields to the assignee form. (The following names correspond with the fields on the Assignment Form. You can use different names, but be sure to choose the appropriate field when choosing fields on the Assignment Form form.) Assignee Unique ID A field that contains a unique identifier that distinguishes assignees one from another. This can be a GUID field. For more information about GUID fields, see the Form and Application Objects guide. Instead of creating this field, you can use the Request ID field (ID 1) as the unique identifier. Then, you can add the following optional fields to this form: Assignee Group Unique ID The unique instance ID for the assignee group. Assignee Name/Login The name of the assignee. Assignee Delivery Method A field used to store the method to notify the assignee of the assignment. Number Assigned An Integer field used to obtain and set the current number of assigned issues for each possible assignee. This field is required only if you use the Load Balance by Number or the Load Balance by Capacity auto-assignment method. Capacity Rating A Decimal field used to obtain the capacity rating for each possible assignee. This field is required only if you use the Load Balance by Capacity auto-assignment method. 428 Appendix G Using the Assignment Engine

429 Configuring Last Assigned Time An Decimal field used to obtain the last time an issue was assigned to each possible assignee, and to set the last assigned time for the successful assignee. This field is required only if you use the Round Robin auto-assignment method. Last Assigned Time A Date/Time field used to obtain the last date and time an issue was assigned to each possible assignee, and to set the last assigned time for the successful assignee. This is an optional field. Fields to add to the request form The request form must contain specific fields that the Assignment Engine will use to run its processes. Add the following field to the request form: Assignee Unique ID A character field where the selected assignee s ID will be written. Optionally, you can add the following fields: Assignee ID Field An optional second ID field used to store the Entry ID of the successful assignee. Assignee Form A field that stores the name of the assignee form. Return Code Field A field used to store the code for success or failure of the assignment. This field can be used for debugging purposes. Return Code Description A field used to store the successful Assignment Rule ID and the Assignment Qualification ID if the assignment was successful, or an error code if the assignment failed. This field can be used for debugging purposes. Reason Code Field An obsolete field that is no longer used. To prepare for the auto-assignment process 1 Create an assignee form. (Tip: You can also use the User form.) 2 On the assignee form, create the fields discussed in Fields to add to the assignee form on page 428. Hide the fields that you do not want users to see. 3 On the request form, create the fields discussed in Fields to add to the request form on page 429. Preparing for the auto-assignment process 429

430 BMC Remedy Action Request System 7.0 Hide the fields that you do not want users to see. Adding assignment forms Before setting up the assignment process, you must set up the assignee and request forms to which the process will apply. To add an assignee assignment form 1 Open the Assignment Engine Administration Console. 2 Click the Forms tab. Figure G-2: Assignment Engine Console Forms tab 3 Click Create to create assignee or request forms, or click Search to search for assignment forms. The Assignment Engine Forms dialog box appears. 430 Appendix G Using the Assignment Engine

431 Configuring Figure G-3: Assignment Engine Forms dialog box 4 From the Form Name menu list, select the assignee or request form for which you want to build the assignment process. 5 In the Display Name field, enter a display name for the form you selected. The display name will appear in the Form Name column on the Forms tab. 6 For Form Type, select Request form or Assignee form (depending on what you chose in step 4). The Request form is the form that is requesting the assignment, while the Assignee form is the form contains the assignee information. 7 From the Status field menu, select Active. If you do not want to use the form at this time, select Inactive. 8 Optionally, specify a Locale for this assignment form. Note: If the Localize Server option (in BMC Remedy Administrator) is not selected, then all records will appear, regardless of the client's locale. Assuming that it is selected, some rules apply. See the Form and Application Objects guide and the Configuring guide. Adding assignment forms 431

432 BMC Remedy Action Request System In the Assignee Group Permissions field, select the group to which you want to give access. 10 On the Common Fields tab, enter the Assignee Unique ID. This is the unique identifier for the assignee (an individual user). For example, you might choose Request ID or Assignee ID. 11 Complete the optional fields: a Assignee Group Unique ID Specify the unique instance ID for the assignee group. b Assignee Name/Login Login name or full name of the assignee, for example, Login Name or Assigned Person. c Assignee Delivery Method Field in the assignee form used to store the method to notify the assignee of the assignment. If you specified Assignee Form for the Form Type, go to step 13 on page If you specified Request Form for the Form Type, click the Request Form Fields tab and enter information in the fields, which are described on page 429. Figure G-4: Assignment Engine Forms field Request Form Fields tab 432 Appendix G Using the Assignment Engine

433 Configuring Go to step 14 on page If you specified Assignee Form for the Form Type, click the Assignee Form Fields tab and enter information in the fields, which are described on page 428. Note: Make sure that you specify a different Form Name and Display Name for the assignee forms. Figure G-5: Assignment Engine Forms field Assignee Form Fields tab 14 Click Save. Adding assignment forms 433

434 BMC Remedy Action Request System 7.0 Adding assignment processes After you set up the assignee and request forms and define rules, you are ready to add assignment processes to the Assignment Engine. To add an assignment process 1 Open the Assignment Engine Administration Console. Figure G-6: Assignment Engine Console 2 Click the Processes tab, and click Create. The Process Definition form appears. 434 Appendix G Using the Assignment Engine

435 Configuring Figure G-7: Process Definition form 3 In the Process Name field, enter a descriptive name for the process. 4 In the Request Form field, select a form that creates the requests to which you want to assign users. 5 Optionally, enter a description of the process. 6 Click Create to create a new rule. See Adding assignment rules on page 436 for more information. 7 Specify a sequence for the rules. The rules will apply according to the order in which they appear. See Setting sequencing for rules on page 438. Note: The order of the rule in the process matters; that is, the rules that are most specific should be at the top of your list because the Assignment Engine goes through the rules from top to bottom and makes an assignment when it finds a match. Adding assignment processes 435

436 BMC Remedy Action Request System Make sure that the Status is set to Active. 9 Click Save. 10 Follow steps 3 through 9 to create other processes. Adding assignment rules All assignment processes must have rules defined. A process can have multiple rules in sequential order. Because rules can be shared for use by multiple assignment processes, modifying a rule affects all assignment processes associated with it. Note: Unrelating a rule from a process removes its relationship with the assignment process, but retains the rule for use by other assignment processes. To add an assignment rule 1 Open the process for which you want to add a rule. For more information about processes, see Adding assignment processes on page In the Process Definition form, click Create. To modify a rule, select the rule and click View. The Assignment Rule dialog box appears. 436 Appendix G Using the Assignment Engine

437 Configuring Figure G-8: Assignment Rule dialog box 3 Enter information in the required fields: a In the Rule Name field, enter a rule name. b In the Assignee Form field, select an assignee form. The Request form field contains the form references in the Process Definition form. The rules that you define fill in the assignment-related fields on the request and assignee forms. These request and assignee forms are external to the Assignment Engine and part of a separate application. The only requirement for these forms is that they have the necessary fields on them to be read and written from the Assignment Engine software. The requirements around these fields vary, depending on which Assignment Engine rule methods are used. c d Make sure that Status is set to Active. In the Assignment method field, select an assignment method. See Autoassignment methods on page 427. Adding assignment rules 437

438 BMC Remedy Action Request System Enter qualification for the assignment rule. A qualification string is a specified set of conditions used to make the automatic assignment. The Assignment Engine applies the qualification defined here to attempt to assign a request to an assignee. The easiest way to build your qualification string is to select the keywords, and form fields directly from the bar and lists. When you choose items directly from the lists, the correct syntax is automatically entered. You can also type the information directly into the qualification string field. If you are modifying an existing rule, you might see an existing qualification that you can modify. 5 Click Save. Setting sequencing for rules Rules are used according to the order in which they are sequenced. If the first rule is valid, then that rule is used for the process. If the first rule is not valid, then the Assignment Engine process will attempt to use the second rule, and so on. To specify sequencing for the rules 1 Open the Assignment Engine Administration Console. 2 From the Process tab, select the process for which you want to sequence rules. 3 Click View. The Process Definition dialog box appears. 4 Perform either of the following actions: If there are defined rules for the process, select the rule that you want to re-order. If there are no defined rules for the process, click Create to create new rules (see Adding assignment rules on page 436). Select the rule that you want to re-order. 5 Use the arrow keys to order the rules in the sequence in which you want the Assignment Engine to use them. 6 Click Save, then click Close. 438 Appendix G Using the Assignment Engine

439 Configuring Turning on log and trace files You can turn on log and trace files for the Assignment Engine through the following options in the ar.conf (ar.cfg) file: AE-Log-File Full path name of the log file. AE-Log_File_Size Size of the log file in MB. AE-Log Specify ON or OFF to turn logging on or off. AE-Trace-File Full path name of the trace file. AE-Trace_File_Size Size of the trace file in MB. AE-Trace Specify ON or OFF to turn tracing on or off. Turning on log and trace files 439

440 BMC Remedy Action Request System Appendix G Using the Assignment Engine

441 Index A access control group list 110 User form 108 accrue operator full text search 248 accrue searches 254 accruing results with FTS 249 active links, run process directory and shell 169 activity, business creating 391 viewing associations 396, 397 adding assignment forms 430 assignment rules 436 admin queue 29 administrator operations, disabling 139 Administrator Preference form 50 administrator-only mode 138 advisory mode, source control 174 aging passwords 116 Alert Events form 213 alerts See also Remedy Alert alert client registration 184 architecture 212 configuring server 202 disabling 139 escalation 214 log file 143 alerts (continued) mapping through firewalls 326 mid tier 216 queue 30 registration activity, with server events 369 server architecture and 22 time-out 129 verifying users who receive 140 viewing 214 web-based, list 216 alias for server name 127 allowing guest users 113, 137 unqualified searches 137 API architecture and 22 log file 143 version 135 appending to existing log file 144 Application Licenses field 111 application services password 155 AR Export file ar file 300 AR System Portmapper overview 35 registering 152 AR System server configuring 124 ID 131 scalability 27 Index 441

442 BMC Remedy Action Request System 7.0 AR System server (continued) transferring licenses 42 Windows stand-alone 194 AR System Server Group Operation Ranking form 191 AR System User Central File form 50 AR System User Preference form Advanced tab 78 Alert tab 84 Color tab 67 common fields 55 Confirmation tab 68 Display tab 66 Edit tab 88 File tab 76 General tab 58 Home Page tab 82 Locale tab 74 Logging tab 73 Misc tab 94 overview 50 Recent tab 87 Report tab 70 setting preferences for the web 102 Web tab 98 Window tab 92 ar.conf (ar.cfg) file 300 ar.ini file 49 aralert.log 143 arcache utility 169, 350, 369 architecture AR System 18 AR System server 21 mid tier 20 architecture, alert 212 archive activity, with server events 370 archiving disabling 138 ardb.conf (ardb.cfg) file overview 341 SQL warning 341 AREA configuring server 199 overview 23 RPC program number 163, 200 ARF plug-in API 22 arfilter.log 143 arforkd log file 144 utility 346 arftindx.log 272 armonitor utility 346 armonitor.conf (armonitor.cfg) file overview 343 arplugin utility 347 arplugin.log 144 arreload utility 169, 354, 369 arserverd (arserver) utility 348 arserverdprocess 266 arsignal utility 184, 356 arsql.log 143, 273 arthread.log 143 aruser.log 143 assignee groups 140 assigning TCP port numbers 149 assignment forms, adding 430 rules creating 436 sequencing 438 Assignment Engine Administration Console 425 Forms tab 426 methods 427 Processes tab 426 rules creating 436 Rules tab 427 attachment tables data 297 details 297 attachments importing and exporting (import tool) 224 indexing for 266 multiple languages and file formats 267 authenticating unregistered users 164 authentication alias 116 Authentication field, Login dialog box 121, 165 Authentication Login Name field, User form 117, Index

443 Configuring Authentication String Alias configuring 120 overview 120 Authentication String field, User form 120, 121 auto-assignment, working with adding assignment forms 430 Assignment Engine Console 425 methods 427 rules creating 436 sequencing 438 B backup log file 144 backward compatibility Remedy Alert, working with versions of AR System before blank password 116 buffer logged lines 145 business activity creating 391 viewing associations 396, 397 business hours, defining business time business hours, defining 409 Business Segment-Entity Association form 387 Business Segment-Entity Association_Join form 387 business time Application-Bus-Time-Add command 402, 417 Application-Bus-Time-Assoc-Add command 407 Application-Bus-Time-Assoc-Diff command 407 Application-Bus-Time-Assoc-Get-Free-Wind ow command 408 Application-Bus-Time-Assoc-Get-Next-Wind ow command 408 Application-Bus-Time-Assoc-Subtract command 407 Application-Bus-Time-Diff command 403, 418 Application-Bus-Time-Get-Next-Window command 404 Application-Bus-Time-Subtract command 403, 418 Application-Get-Next-Recurrence-Time command 408 command syntax 399 debugging tips 420 examples one hour gap 412 forms 387 holidays adjust time across midnight 415 dates and times, entering 414 holiday time, using 412 international server 414 no end time 414 no start and end time 415 no start time 414 holidays form, setting dates in 412 how it works 388 migrating 419 offset hours, using with 399 overview 386 Business Time Holidays form 387 Business Time Segment form 387 Business Time Shared Entity form 387 Business Time Shared Entity-Entity Association_Join_Join 387 Business Time Workdays form 387 C cache changes 177 refresh interval for currency ratio 129 centralized preferences 49 changes object 368, 371 server cache 177 server objects 369 server settings 369 user and group 177, 369 viewing 370 check interval, server groups 171 CleanupAlertEvents escalation 214 clients, configuring TCP port numbers 196 client-side, logging group 145 Index 443

444 BMC Remedy Action Request System 7.0 CLOB storage 148, 329 clustered index used with Request ID 148 comments in source control 174 computed groups overview 110 searching in User form 110 config.properties file 21 configuration files ar 300 ar.conf (ar.cfg) 300 ardb.conf (ardb.cfg) 341 armonitor.conf (armonitor.cfg) 343 config.properties 21 configuration options for full text search 269 Configuration Tool alert system and 216 configuring AREA server 199 clients 36, 51, 53, 196 databases 147 firewalls 195 mail server 202 multiple servers 179 servers for alerts 202 information 132 for plug-ins 197 threads 153 Windows clients and portmapper 196 consoles Assignment Engine Administration 425 creating Server Events form 366 cross-reference blank password 109, 165, 200 currency ratio, cache refresh interval 129 currency types default allowable types 161 default functional types 161 server settings 159 user preferences 76 current licenses 106 customer support, contacting 39 customizing environment 48 D data import file formats 223 importing records, methods of importing, procedure for mapping for import 220 mapping with saved files 243 mapping, default path for 227 preparing to import 222 reloading 356 Remedy Import, using to import 219 database servers 23 databases attachment tables 297 configuration file 147 password 147 Request ID and 283 server information 146 status history table 296 UNIX directory 147 user name 147 version 147 databases, searching 248 datatype values, Server Events form 381 date format 359 dates in business time holidays form, using 412 debug modes trace mode 141 using log files 141 default home form 136 web path 168 Default Notify Mechanism field 111 deleting Demo user 112 users 112 Demo user deleting 112 initial installation 111 disabling administrator operations 139 alerts 139 archive 138 escalations 139 dispatcher thread Index

445 Configuring Distributed Server Option. See DSO DSO configuration file options 319, 320 local server password 157 log file 143 remote server password 157 E line length 168 notifications 134 reserved field for address 111 server 202 enforced mode, source control 174 entries returned by GetList 133 environment AR System architecture 18 customizing 48 variables 36 error messages, localizing 169 escalations CleanupAlertEvents 214 disabling 139 log file 143 process time-out 129 estimating FTS index size 278 Event Details fields 375 events recorded in Server Events form 368 events, server 176 export file 287 exporting attachments 224 external authentication (AREA) configuring server 199 defined 23 RPC program number 163, 200 time-out 163 F fallback mappings 220 fast queue 31 fields changing existing value 286 changing length Event Details 375 FTS, defining for 277 indexing 265, 277 preserving existing values 286 Request ID and 282 reserved for Server Events 366 files import log 244 import types 223 importing, data formats for 223 files, configuration ar 300 ar.conf (ar.cfg) 300 ardb.conf (ardb.cfg) 341 armonitor.conf (armonitor.cfg) 343 Filter API RPC time-out 129 filters log file 143 maximum 168 process time-out 129 firewalls 195 fixed write license 105, 131 Flashboards queue 30 floating licenses information displayed 131 releasing 107 time limit 129 write 105 form search field, adding 261 formats importing data files 223 forms Administrator Preference form 50 Alert Events 213 AR System Server Group Operation Ranking 191 assignment forms, adding 430 business time 387 Request ID and 282 Server Events 177, 366, 375 server, maximum number 131 User 108 User Central File 50 User Preference 50 Index 445

446 BMC Remedy Action Request System 7.0 forms (continued) vendor 23 view 23 Forms tab 426 FTS weight, displaying 279 FTS. See full text search Full Name field (user) 111 full text index logging 271 full text search accrue operator 248 accruing results 249 administering 265 capabilities 248, 264 configuration options 269 criteria 251 debugging 271 defining fields 277 disk space and 278 fields, indexing 265, 277 Ignore Words List 249, 264 indexes 251, 278 licenses 250, 276 limits 264 logging 271 method 251 overview 248 QBE settings 260 results list, formatting 279 results, weighting 249 sorting records by weight 249 sorting requests by weight in Remedy User 249 time required to rebuild index 268 upgrading FTS 274 using 250 full text searches indexing for attachments 266 multiple languages and attachment files 267 G GetList 133 Group List field 110 groups changes 177, 369 client-side logging 145 groups (continued) computed, in User form 110 multiple assignee 140 viewing changes 374 guest users, allowing 113, 137 H hardware platform 127 Home page default home form 136 form for mid tier 83 form for Remedy User 83 server for mid tier 83 for Remedy User 83 I IBM DB2 database Request ID and 283 Ignore Words List rebuilding index 268 searches, using in 264 using 249 Import License window 45 importing data in to AR System 220 data mapping and 220 data, preparing 222 data, procedure for fallback mappings for 220 process 220 records, methods of indexes fields 277 FTS size, estimating 278 full text search 251, 265 Ignore Words List 268 time required to rebuild FTS 268 information 409 Informix database Request ID and 283 in-row storage, Oracle database 148, 329 Instance ID field 111 issues, when creating searches Index

447 Configuring J Java API 21 JSP engine 20 K keys, license 39 L licenses Add/Remove Licenses window 40 applying manually 41 new 40 current 106 exporting 43 fixed write 105, 131 floating write 105, 131 full text search 250, 276 Import Licenses window 45 importing 45 keys 39 license pools 108 Manage User Licenses window 106 maximum number of forms 131 multiserver 38 obtaining new 40 overview 38 pools 108 read 104 registered users 106 releasing floating 107 restricted read 104, 111 server groups 187 server information 130 submitter mode 131 tab in Server Information dialog box 130 transferring server 42 types 38, 104, 111, 131 user 105 limitations full text search 264 list queue 31 literal search 256 load balance by capacity assignment method 427 by number assignment method 427 load-balanced environment, using with server events 366 local preferences 49 local server password, DSO. See DSO locale 75 localizing error messages 169 log files alert 143 API 143 append to existing 144 arforkd 144 backup 144 buffer logged lines 145 data import log 227, 244 Distributed Server 143 escalation 143 filter 143 log per thread 145 options 142 plug-in 144 server groups 144, 189 server information 141 settings 141 SQL 143 threads 143 trace mode 141 users 143 log per thread 145 logging in authentication alias 116 Authentication field 121 User Name field 118 user prompt 133 logging, full text index 271 Login dialog box, authentication alias 118 Login Name field, User form 109 logins, unique 122 M Manage User License dialog box 105 mandatory preference server 51 Index 447

448 BMC Remedy Action Request System 7.0 mapping data fields 239 import preferences and overview 220 saved files and 243 max forms allowed on server 131 maximum entries returned by GetList 133 filters for an operation 168 line length in 168 log-file size 145 stack of filters 168 methods auto-assignment 427 Microsoft SQL Server database Request ID and 283 mid tier administration password 155 setting home page 83 preferences 102 web-based alerts 216 migrating business time 419 modes administrator-only 138 debugging 141 server records 170 source code 174 submitter 115, 130, 131 modifying Ignore Words List (FTS) 268 multiple assign groups 140 multiple servers 149, 179 multithreaded servers architecture 27 queues RPC program numbers 29 threads 32, 34 multi-tier architecture 18 N next available Request ID, changing 283 notifications 134 ports 151 notifications (continued) Remedy Alert 213 server 212 time-out 129 web-based alerts 216 Notify action 213 O object changes 368 server settings 369 viewing server changes 371 Object ID field 111 offset hours, using with business time 399 operating system 127 operations, preventing 138 Oracle database CLOB storage 148, 329 Request ID and 283 P parametric full text search 262 password number of retries 327 Password field in User form 109 passwords administering 154 aging in operating system validation 116 application service password 155 blank 116, 200 character limit in Password field 109 Cross Ref Blank Password option 116 database 147 Demo 111 DSO local server 157 DSO remote server 157 length for operating system validation 116 length limit in Password field in User form 109 lockout periods for operating system 116 modifying by users 113 Password field in User form 109 plug-in server password 156 security 109, 116 validating Index

449 Configuring passwords (continued) validating operating system 116 workflow server 158 performance tuning request ID uses clustered index 148 unqualified searches 137 permission types 110 plug-ins AR System filter plug-in API 22 configuring server 197 log file 144 server password 156 pool license 108 port numbers. See TCP port numbers portmapper See also Remedy Portmapper dependency, removing 196 ports notification 151 server 149 preference servers mandatory 51 preferences See also AR System User Preference form centralized 49 forms 50, 55 local 49 mid tier 102 Remedy Import server 50, 51, 53 setting with client tools 55 synchronization 49, 55 user 48, 55 web clients 102 Windows clients 55 prefixes lengthening 295 shortening 292 preventing user operations 138 private queues 31 private servers adding 197 operations supported 31 $PROCESS$ business time 399 commands 399 process time-out 129 Processes tab 426 properties indexing for FTS 277 Q QBE settings 260 queries. See searches queues admin 29 configuring threads 153 fast 31 list 31 overview private 31 server 149, 152 server statistics 170 R read license 104, 111 rebuilding FTS indexes 267 recording events 368 recording interval, statistics 170 recurrence options 409 overview 386 registered licenses 106 users 108 registered users in Remedy Alert, managing 215 registering with portmapper 152 Remedy Alert 22 See also alerts backward compatibility 215 installing 217 overview 213 Remedy Configuration Tool architecture 21 Remedy Import data mapping 220 fallback mappings 220 Index 449

450 BMC Remedy Action Request System 7.0 Remedy Import (continued) import log file 227, 244 importing data and preferences, defining Remedy User licensing user, full text search 276 search results, order 249 sorting requests by weight (FTS) 249 weight (FTS) in results list, displaying 279 Remedy User, setting home page 83 Remote Procedure Call (RPC). See RPC program numbers remote server password, DSO 157 removing. See deleting Request ID field changing length or prefix changing value 286 number 283 preserving existing values 286 working with 282 request ID uses clustered index 148 Request ID, changing next available 283 requests processing 33 restarting threads 34 routing to appropriate queues 32 submitter mode 115, 131 reserved fields Server Events 366 restricted read license 104 retries for passwords 327 Round Robin, assignment method 427 RPC program numbers AR RPC number 197 external authentication server 163, 200 fixed 29 setting 149 rules assignment 436 sequencing 438 Rules tab 427 run process directory 169 S scalability AR System server 27 mid tier 26 scheduling workdays 409 searches accrue 254 for computed groups 110 How QBE settings affect FTS 260 Ignore Words List, using in 264 literal 256 parametric full text search 262 search issues 263 search strategies 263 unqualified 137 Word or Phrase 252 security Demo password 111 guest users 113 passwords 109, 116 settings 169 sequencing, rules 438 server cache, changes 177 server events alert client registration 177 archive 177 multiple servers using same database 184 server groups 177 server setting changes 177 settings 176 types 177 using with load-balanced environment 366 Server Events form 365 automatic generation 366 creation 366 datatype values 381 event types 368 events that can be recorded 368 server setting changes 375 specifying 177 using 366 workflow and 384 server group actions, with server events Index

451 Configuring server groups AR System Server Group Operation Ranking form 191 check interval, setting 171, 188 communicating with Remedy Engine 193 communicating with Remedy Flashboards 194 configuration file options 335, 336 group name, setting 171, 188 installing members 187 licensing 187 log file, setting 144, 189 logging in Server Events form 190 multiple servers accessing same database 183 operations 185 overview 185 ranking servers in 191 removing a server 193 server name 190 signaling 193 specifying a server as a member 140, 187 specifying operations for servers 192 server information advanced 167 configuration 132 currency types 159 database 146 licenses 130 log files 141 overview 124 password administration 154 platform 126 server events 176 server ports 149 source control 171 timeouts 128 Server Information dialog box 124 server recording mode 170 server statistics 170 server utilities arcache 350 arforkd 346 armonitor 346 arplugin 347 server utilities (continued) arreload 354 arserverd (arserver) 348 arsignal 356 servers alerts, configuring for 202 AR System architecture 21 transferring license 42 architecture 27 AREA 199 cache changes 177 configuring clients 196 for plug-ins 197 multiple servers 179 configuring threads 153 database 23 directory 127 language 134 license type 131 mail 202 maximum forms allowed 131 multiple 149, 179 multiple servers sharing same database 181 name alias 127 name in server groups 190 Notification 212 object changes 369, 371 server 368 ports 149 preference 50, 51, 53 private 31 processing concurrent requests 32 queue 29 31, 152 ranking for server groups 191 report server 80 See also server cache server groups 185 stand-alone 194 statistics 170 TCP/IP port 151 time zone 127 version 127 web 20 Index 451

452 BMC Remedy Action Request System 7.0 web servers servlets 20, 26 settings log files 141 QBE 260 server information 124 sort records by weight 249 source control advisory and enforced modes 174 comments required in check in 174 SQL ardb configuration file warning 341 log file 143 SQL commands Request ID field prefix, lengthening 295 Request ID field prefix, shortening 292 SQL logging 272 stand-alone server, Windows and AR System 194 starting armonitor utility 346 statistics, recording server 170 status history table 296 stems, word 259 strategies for full text searching 263 submitter mode option 131 submitter, special access mode 115 Sybase database Request ID and 283 syntax business time commands 399 T table types, database attachment details 297 status history 296 tabs Forms 426 Processes 426 Rules 427 TCP port numbers AR TCP Port 197 assigning 149 configuring clients 196 TCP/IP port 151 thread manager 34 threads configuring 153 dispatcher 32 log file 143 notification 151 processing requests 33 restarting 34 routing requests 32 types of worker 29, 33 time and date settings in AR System 385 time format 359 time zone 127 timeouts 128 trace modes, debugging log files 141 types of licenses 38, 104 U unique user logins 122 UNIX database directory 147 notifications 134 UNIX servers, starting 346 unqualified searches 137 unregistered users, authenticating 164 upgrading FTS 274 URL base to mid tier 168 User form Authentication Login Name field 117, 118 Authentication String field 120, 121 guest users 113 user information 108 user name alias configuring 117 overview 116 User Name field, user name alias 118 users alert 140 authenticating 164 changes 177, 369 customizing preferences 48 defined 108 deleting 112 Demo user Index

453 Configuring users (continued) notifies from 134 full name field 111 guest 113, 137 license information 105 log file 143 names 109 operations, preventing 138 permissions 110 prompted for login 133 registered, in Remedy Alert 215 viewing changes 373 web 102 utilities arcache 350 arforkd 346 armonitor 346 arplugin 347 arreload 354 arserverd (arserver) 348 arsignal 356 web-based alerts 216 weight results with FTS 249 sorting records by 249 weight, FTS 279 wildcards full text search 260 wildcards, in full text searches 259 Windows servers data reload 356 starting 346 Word or Phrase search 252 word stems 259 worker threads 29, 33 workflow logging 145 Server Events form and 384 server password 158 write licenses fixed 105 floating 105, 107 V validating passwords 165 variable, environment 36 vendor form 23 verifying alert users 140 view form 23 viewing alerts 214 group changes 374 server changes 370 server object changes 371 user changes 373 W web See also mid tier centralized preferences 102 default path 168 Remedy Configuration Tool for mid tier 21 server definition 20 web services architectural overview 25 Index 453

454 BMC Remedy Action Request System Index

455

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