BMC Remedy IT Service Management Suite Installing and Configuring Server Groups

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1 BMC Remedy IT Service Management Suite Installing and Configuring Server Groups January

2 Contacting BMC Software You can access the BMC Software website at From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities. United States and Canada Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX USA Outside United States and Canada Telephone or Telephone (01) Fax (01) Fax If you have comments or suggestions about this documentation, contact Information Design and Development by at Copyright 2011 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. IBM, Informix, DB2, and AIX are registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Linux is the registered trademark of Linus Torvalds. UNIX is the registered trademark of The Open Group in the US and other countries. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. BMC Software 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 for the product and the proprietary and restricted rights notices included in this documentation. 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 UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES.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.

3 Customer Support You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or . To expedite your inquiry, please see Before Contacting BMC Software. Support website You can obtain technical support from BMC Software 24 hours a day, 7 days a week at From this website, you can: Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including addresses, fax numbers, and telephone numbers. Support by telephone or In the United States and Canada, if you need technical support and do not have access to the Web, call or send an message to customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance. Before contacting BMC Software Have the following information available so that Customer Support can begin working on your issue immediately: Product information Product name Product version (release number) License number and password (trial or permanent) Operating system and environment information Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or maintenance level Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them) Product error messages Messages from the operating system, such as file system full Messages from related software Chapter 1 3

4 BMC Remedy IT Service Management Suite License key and password information If you have a question about your license key or password, contact Customer Support through one of the following methods: customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) In the United States and Canada, call Outside the United States and Canada, contact your local support center for assistance. Submit a new issue at 4 Installing and Configuring Server Groups

5 Contents Chapter 1 Installing and configuring server groups 7 Overview Audience How this document relates to the installation documentation Server Groups Overview Implementing a server group Server group planning Example configurations BMC Software Installation Planning - Products and Components Installing a server group (new installation) Before starting the installation Server group installation overview Installing the first server and the database Configure the first server to be a server group member Test and confirm that the first server is working properly Installing the next server in the server group Configuring the next server for the server group Test and confirm that the current server is working properly Configure the server group check interval Configure the server group signaling option Set failover rankings for servers and operations Configure BMC Remedy Alert for the server group Configure full text search (FTS) for a server group Configure DSO for the server group Configure Engine for the server group Configure Flashboards for server groups Working with server groups Bypass the load balancer to work on a specific server Configure logging for server groups Remove a server from a server group or remove an unused server name Chapter 1 Contents 5

6 BMC Remedy IT Service Management Suite Installing and Configuring Server Groups

7 Overview Installing and configuring server groups This white paper provides the following information: Overview An overview of what server groups are and how they work How to plan a server group installation Detailed server group installation and configuration instructions Information on upgrading server groups Testing and troubleshooting tips This white paper provides detailed setup and configuration information on how to plan for, install and configure the components for a BMC Remedy Action Request System (AR System) server group. It supports any or all of the following BMC software components: BMC Remedy AR System or higher server Server tier components including the mid tier, the Approval Server, the Assignment Engine, the Flashboards server, the Engine, DSO, and FTS BMC Atrium Core or higher BMC Remedy ITSM Suite or higher, including BMC Remedy Asset Management, BMC Remedy Change Management, and BMC Remedy Incident and Problem Management BMC Remedy Service Request Management or higher BMC Remedy Service Level Management or higher Audience This white paper is written for administrators who are responsible for setting up and maintaining the AR System in a multiple server environment. It is required that you are familiar with the AR System environment, components and installation process. For more information, see the Installation Guide. Chapter 1 Installing and configuring server groups 7

8 BMC Remedy IT Service Management Suite How this document relates to the installation documentation Server Groups Overview This document is intended as a supplement to the standard AR System server and AR System component installation documentation. It does describe the full set of procedures for installing and configuring server groups, but doesn t included detailed instructions on installing all components and options that are covered in the AR Server installation document or the installation documentation from any of the other components. The AR System server groups feature provides failover management for crucial operations, server scalability, application-level load balancing, and the sharing of floating licenses among the servers. A server group consists of two or more AR System servers that are managed as a single unit. The servers share the same AR System database, but perform workflow and database updates independently from each other. Figure 1-1: AR System servers in a server group A server group acts as a single AR System server to support applications running on multiple AR System servers. The individual servers in the server group are configured to spread the load of shared services, and to provide backup for each other to ensure that those services are always available. BMC applications that are based on AR System, such as the BMC Atrium CMDB and its related applications, as well as the BMC Remedy ITSM suite of applications can be installed and configured to operate within a server group. To ensure high availability of AR System operations, a server group can be configured to provide failover protection by assigning rankings for specific AR System operations to the servers in the group. 8 Installing and Configuring Server Groups

9 Overview Benefits of using a server group The following are the benefits of configuring your AR System implementation using a server group: Application-level software load balancing for heavy user traffic Automatic server failover (if a server goes down the system seamlessly keeps running). Ease of administration; it has only one database to manage and back up AR System servers share all BMC software licenses except AR Server licenses There is one server designated as an administrative server (When the workflow and applications are handled on the administrative server, the changes are automatically propagated to other servers in the group.) Specific servers in the group can also be configured to handle reporting, reconciliation, and other tasks that can impact performance, freeing up the remaining servers in the group to handle user traffic Server groups also work in conjunction with hardware load balancers that direct user traffic to some or all servers in the group. For best performance and reliability, BMC recommends that you use a load balancer when implementing server groups. For specific details on using a load balancer, see the Using a Hardware Load Balancer with AR System white paper. Recommendations on when to use a server group Implement a server group if you require failover protection, or if you have a large environment that requires multiple servers. AR System can be setup to run on multiple servers without using a server group, and there may be some cases where that is the best solution, however the recommended best practice for running multiple servers is to install them as a server group. NOTE It is required to always use the exact same version and patch level for all BMC software applications on each server included within a server group. And, to always upgrade each application on each server within the server group at the same time. Implementing a server group Server groups are designed to work with AR System in any type of supported environment that has more than one server. This includes large distributed setups that make use of hardware load balancers and the Distributed Server Option (DSO). The following sections describe various configurations and optional components for using the server group feature. Server Roles (page 10) Licensing structure (page 12) Licensing structure (page 12) Chapter 1 Installing and configuring server groups 9

10 BMC Remedy IT Service Management Suite Server group naming (page 12) Using a load balancer with server groups (page 13) Using DSO with server groups (page 14) Using FTS with server groups (page 15) Using BMC Remedy Alert with server groups (page 16) Using data archiving with server groups (page 16) Server Roles In a server group, each server is typically the primary owner of one or more specific roles. Each role represents a specific AR System application or component. In any server group implementation, no matter how simple, there is one server that is configured the administration role. This is typically the first server installed and is used to perform all administration operations for the server group. Because all of the servers share the same database, this allows the group to be managed as if it were a single server. Other servers can be assigned specific primary roles. For example a server might be dedicated to just one specific primary task, such as Approval Server, while another server might be setup as a primary server to host a group of roles that might be closely related such Atrium CMDB and Atrium Integration Engine. The primary roles are configured on the AR System Server Group Operation Ranking form, and each server should have at least one other server configured for failover. The following is the complete list of server group roles for BMC software, as supported by the AR System Server Group Operation Ranking form. Administration: Performs all Administration tasks for the entire server group. Approval Server: The approval server provides the approval functionality within BMC Remedy applications. An approval represents the signature or acknowledgment of an individual where required in a process. The approval server records all necessary information to provide an audit trail and proof of authenticity of all approvals. Archive: The archive feature of AR System provides a convenient way to periodically store data (not definitions) from a form to an archive form; this reduces the amount of data accessed during searches on the main form thus improving system performance. Archiving applies to all types of forms, except display-only forms. Assignment Engine: Using processes instead of workflow, the Assignment Engine enables you to automatically assign requests to individuals. The assignment method determines who is assigned to an issue when more than one person matches the qualification. Atrium Integration Engine: The BMC Atrium Integration Engine (AIE) provides the hooks to enable data to pass between AR System and other systems, such as an Enterprise Resource Planning (ERP) system. AIE consists of the Data Exchange application and the AIE service as well as a configuration tool and an event request interface. 10 Installing and Configuring Server Groups

11 Overview Business Rules Engine: The business rules engine is a component of BMC Service Level Management that is used to interpret stored rules to construct the filters that are required to implement the rules. The main form that the business rules engine is the SLA:Business Rules form which contains references to objects required to create a filter. CMDB: BMC Atrium Configuration Management Database. This is a core component of any IT Service Management (ITSM) environment and adds substantial value to a simple Incident Management environment. Specifically, it makes incident management more efficient by providing support staff and IT management an up-to-date image of their production IT environment. DSO: The BMC Remedy Distributed Server Option (DSO) is used to build largescale, distributed environments that behave like a single virtual system. DSO enables an organization to share common information among geographically distributed servers and to keep that information consistent. DSO enables you to transfer requests between servers and to keep copies of a request synchronized across multiple servers, even if those servers are geographically dispersed. Engine: A server-based module provided with AR System that communicates with both the AR System server and an server. Engine receives messages and can parse and interpret the messages to execute specific instructions on an AR System form. It also sends messages to AR System and directs notifications as a result of filters and escalations. Escalation: An escalation is an action or group of actions performed on the server at specified times or time intervals. Basically, an escalation is an automated, time-based process that searches for requests that match certain criteria at specified times and takes actions based on the results of the search. For example, an escalation can trigger AR System to notify the next level of management if a problem is not assigned to a technician within one hour of submission. Flashboards: A real-time visual monitoring tool that can show the state of service operations, warn about potential problems, and collect and display trend data. Full Text Index: Full text index is the indexing feature for the full text search (FTS) method used in AR System to search for text in long text fields or attached documents. It is typically much faster than using the native database searching functionality SLM Collector: The BMC SLM Collector is a component of BMC Service Level Management which is used for collecting metrics from external data sources. The collector manages the collection of performance-monitoring data and delegates the task of data collection to one or more collection points. The collection points can be on the same server as the collector, but are usually placed closer to the data sources. Reconciliation Engine: The reconciliation engine is a patent-pending component of the BMC Atrium CMDB. The reconciliation engine is based on business rules, which allows you to leverage existing data coming from thirdparty asset or discovery tools. The solution does not lock you into any one vendor s discovery tools or existing asset repositories. Chapter 1 Installing and configuring server groups 11

12 BMC Remedy IT Service Management Suite Licensing structure Because servers in a server group use the same database, they share licenses. Each AR System server must have its own AR Server license key, but the server group feature shares all other BMC product licenses with all of the servers in the group. So for any product in a server group, when you install the license, since it gets stored in the database shared by all the servers, it only has to be installed one time. This registers it for all servers in the group. To add a server license, follow the procedure in the Adding Licenses section of the BMC Remedy Configuration Guide. All other license types, such as all types of Fixed and Floating user licenses and application licenses, are stored in the database and are therefore shared by all servers in the server group. You can add these other product licenses at any time. However, for all AR System servers, except the first server, the license must be added prior to installing the server. Server group naming For each server group, you define a common server name alias and apply it to each server in the group. The alias identifies the server group in workflow so that the workflow can run correctly on any server in the group. It is also used for other items such as notification shortcuts, and Web URLs used in notifications. You also define a unique name for each server in the group so that the servers in the group can identify each other and so that you can direct administrative or specialized operations to a specific server. Both the server alias name and the unique names must be able to resolve by DNS. This document assumes that if there is more than one AR System Server pointing to the same database, that work is directed to the individual servers via some automated functionality, such as a hardware or software load balancer, or through manual configuration such as directing some users to one server and other users to another server. It is also possible that one server is used primarily for users while the other server is used for automations and integrations. In any case, the actual configurations for various settings, such as the server name alias, need to be considered for the specific environments. The server name alias All AR System servers in a group must have the same server name parameter. This is specified in the Administration Console as the Server Name Alias field. If your server group uses a load balancer, the common server name parameter should be the same as the short DNS name of the load balancer (which is a name that resolves to the load balancer IP address). Clients can therefore be directed to the load balancer using the server name parameter. 12 Installing and Configuring Server Groups

13 Overview NOTE If the server name alias setting is not the same as the load balancer short DNS name, ARTask attachments generated by the server might not work. When generating an ARTask attachment, the server generates a reference to itself using the server name parameter with the domain name appended. Clients opening the ARTask will then use the fully qualified domain name to be routed to the server group through the load balancer. Unique names for each server Each server in a server group needs a uniquely defined name to identify itself to other servers in the group. Usually this is the host name of the computer where the server is installed. To identify the unique name for each server in the group, the following line is added to each server's configuration file: Server-Connect-Name: servername DNS must be able to resolve this name, and it is used exactly as specified (that is, no domain name is appended). Each server uses this name to register as a server group member. Other servers in the group use the name when communication between servers is required. In addition, various external server components use the name when connecting to the local server. This name can be specified as either the short name or the fully qualified name. The server group name The server group name was used in some earlier releases in relationship to licensing, but it is no longer necessary to set this value. In release and later, this setting is not used, however, there is still a field for it in the Administration Console. That field can be left blank. Using a load balancer with server groups The load balancer acts like a NAT device that routes any TCP or UDP traffic. Since the AR System server uses an ONC-RPC implementation that is layered on top of TCP/IP, AR System server traffic can be load balanced. Server groups are independent of load balancing, but the concepts are complementary. The example below uses a load balancer to direct traffic to a server group of three AR System servers. In Figure 1-2, the uppermost AR System server has the primary ranking for the Administration and Escalation operations. The other two AR System servers can be used to back up these operations, when the uppermost server is not running. Chapter 1 Installing and configuring server groups 13

14 BMC Remedy IT Service Management Suite Figure 1-2: Basic load-balancer configuration with multiple AR System servers For more information, see the BMC Remedy white paper, Using a Hardware Load Balancer with AR System This white paper is posted on the Customer Support website ( NOTE If the load balancer belongs to a different domain than the AR System Servers, then the fully qualified domain name of the Server-Name alias will be wrong. In this case, the domain name parameter should be specified in the ar.cfg file for each AR System server using the domain of the load balancer Using DSO with server groups The BMC Remedy Distributed Server Option (DSO) is used to build large-scale, distributed environments that behave like a single virtual system. DSO enables an organization to share common information among geographically distributed servers and to keep that information consistent. DSO enables you to transfer requests between servers and to keep copies of a request synchronized across multiple servers, even if those servers are geographically dispersed. To configure DSO for load balancing, in addition to configuring the hardware load balancer, you must configure multiple servers to use a single database. To do this, a server group is used. In a server group, you DSO is used to provide automatic fail-over capability for transfer operations typically restricted to one server. You do this by creating a distributed mapping and then specifying that transfers can be initiated from any server in the group. For detailed information on the DSO option, see the BMC Remedy Distributed Server Option Guide. For example, as illustrated in Figure 1-3 on page 15, you can transfer copies of a request to other servers and ensure that any changes made to the copies are also made to the original request. The way that you define the processes for transferring information is similar to the way that you define business processes for an application. First, managers at each site must agree on what information to transfer from one application to another, what conditions drive transfers, and which sites control the ability to update a record. An administrator at each site then uses DSO to implement these decisions. 14 Installing and Configuring Server Groups

15 Overview Figure 1-3: Distributed AR System servers in a server group using DSO Using FTS with server groups If you use Full Text Search (FTS) in a server group, only one server in the group can index data at a time. In a server group, the server that owns the full text indexing operation processes all pending indexing tasks regardless of their server of origin. The other servers have read-only access to the index files. If the server that owns the indexing operation fails, the ownership of the indexing fails over to the next highest ranked server that is running, as set on the AR System Server Group Operation Ranking form. The full text indexing operation can also fall back to a higher ranking server when that server comes back online. This fallback is delayed until in-progress indexing tasks are completed. FTS is configured after all servers in the group have been installed and configured to run within a server group. It is recommended that the FTS collection directory and the FTS configuration directory be located on a separate computer in a fault tolerant location where both AR servers have network access with read and write permissions. Chapter 1 Installing and configuring server groups 15

16 BMC Remedy IT Service Management Suite Using BMC Remedy Alert with server groups When an Remedy alert client registers with an AR System server in a server group, it registers on only one of the servers. That registration is automatically broadcast to the other servers in the group, but some IP address configuration is required to properly register the client on the other servers. In a load-balanced environment, the registration information contains the load balancer IP address instead of an actual server IP address. Therefore, each server must have an IP address mapping from the load balancer IP address to its own IP address. Remedy Alert is configured after all servers in the group have been installed and configured to run within a server group. Using data archiving with server groups By default, the data archiving feature is enabled on an AR System server. To disable archiving for all forms on a server, select the Disable Archive option on the Configuration tab of the AR System Administration: Server Information form. For a server group, you can disable archiving on all the servers except one if you want archiving to take place on only one server. To do this, configure the server group in the AR System Server Group Operation Ranking form to make sure that only one server performs the archiving operation. 16 Installing and Configuring Server Groups

17 Server group planning Server group planning Example configurations There are many things to plan when first deciding to use server groups, and it s important to map everything out ahead of time. The following are key planning details: How many servers do you plan to use? Which applications and components will run on which servers? What database type are you using? What hardware do you need to support the servers? What type of network connection and communication is needed? Will you be using a load balancer? Are the servers at the same geographic location? Are you going to use the Distributed Server Option (DSO)? Do you have a staging and testing environment? If you will be using FTS, do you have access to a shard file system and the necessary permissions configured? It is recommended to have all of those questions answered before starting a server group setup. It is also recommended to create a list of licenses that will be needed for all products, including the AR System server licenses. This section contains examples of a simple configuration and a complex configuration. Simple example In the simplest form, a server group can be setup with two AR System servers and a database server. Each of the AR System servers have all Remedy products installed. In this example, the first server installed should be configured to be the primary administration server. That server will handle all of the server configuration tasks. Then, using the AR System Server Group Operation Ranking form, the applications should be distributed evenly across both servers, so that each server handles about half of the load, and each server has the other server configured for failover on each of its applications. The exception to this is the engine and the flashboards server. In a simple configuration, those two items are only installed and configured on one server. Configuring failover for those operations can be complex and may not be necessary in a simple configuration. Chapter 1 Installing and configuring server groups 17

18 BMC Remedy IT Service Management Suite The full text search feature should be installed on each server. Each server has the ability to read from FTS, but only one server can be set to write, which is the server that is set with a higher priority on the AR System Server Group Operation Ranking form. It is also recommended that the FTS collection directory (location where the search index files are stored) and FTS configuration directory (location where the search configuration files are stored) be located on a separate computer in a location where both AR servers have network access. Figure 1-4: Simple server group example Complex Example A more complex server group implementation contains three or more AR System servers. In this example we are using four AR System servers. It is still recommended to install all Remedy products on each server, but it is not required. However, each application or component should be installed on at least two servers so that failover can be provided. Again, the first server installed should be configured to be the primary administration server. The administration server handles all of the server configuration tasks. Then, using the AR System Server Group Operation Ranking form, the applications are distributed evenly across all four servers, so that each server handles about one quarter of the load, and each server has at least one other server configured for failover on each of its applications and components. 18 Installing and Configuring Server Groups

19 Server group planning In this case, even the server and the flashboards have a failover server assigned. Configuring failover for those operations is somewhat complex because it means that each server has to be specifically configured to handle those items, but the secondary server for each needs to be disabled until the failover is activated. Figure 1-5: Complex server group example NOTE The applications and components listed for the servers above are just the primary roles for each server. It is recommended that all applications and components be installed on each server. This is important because users could be accessing any components from any server in the group, and there are dependencies such as plug-ins and other binary files that could be called when a user opens certain forms, creates a new record, or modifies a record. In this example, FTS is setup on AR Server 2, so that is the only server with readwrite access to the FTS collection directory. The FTS feature should be installed on each server. It is also recommended that the FTS collection directory (location where the search index files are stored) and FTS configuration directory (location where the search configuration files are stored) be located on a separate computer in a location where all AR servers have network access. Chapter 1 Installing and configuring server groups 19

20 BMC Remedy IT Service Management Suite BMC Software Installation Planning - Products and Components Make sure you know exactly what products you plan to install, and determine which servers will be running each product. BMC recommends that you install all products on all servers, and then to use the AR System Server Group Operation Ranking form to distribute the load; however, there are may different ways to do this and each decision is based on the specific implementation. List out the name for each server and its IP address, as well as all accepted fully qualified names. Do this for the database server and the load balancer if used. In the installation instructions, a two system server group is used and the systems have the following information. Make sure to obtain similar information for your implementation, before you start the installation process: AR System Server 1: Name: svr_grp_tst0.svgroup.com IP: AR System Server 2: Name: svr_grp_tst3.svgroup.com IP: Database Server: Name: svr_grp_tst10.svgroup.com IP: Other Info Needed: Server -Name (resolves to the load balancer name): RemedyServerGroup Domain: svgroup.com Subdomain: test.svcgroup.com Installing a server group (new installation) This section descries how to install a server group on a a set of clean systems. Before starting the installation The following sections provide a summary to help you make sure you are ready for the installation. 20 Installing and Configuring Server Groups

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