Professional Documents
Culture Documents
00
Configuring
August 2007
www.bmc.com
Telephone
Fax
Fax
If you have comments or suggestions about this documentation, contact Information Development by email at
doc_feedback@bmc.com.
Copyright 19912007 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.
DB2 is a registered trademark of International Business Machines Corporation.
IBM is a registered trademark of International Business Machines Corporation.
ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is
registered in the U.S. Patent and Trademark Office.
Linux is the registered trademark of Linus Torvalds in the U.S. and other countries.
Oracle is a registered trademark of Oracle Corporation.
UNIX is a registered trademark of The Open Group.
Java, Javadoc, JRE, and Solaris are is a trademark of Sun Microsystems, Inc. in the U.S. or other countries.
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.
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 email. 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
http://www.bmc.com/support_home. 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 email notices when new product versions are released.
Find worldwide BMC Software support center locations and contact information, including email addresses, fax
numbers, and telephone numbers.
Product information
Product name
Product version (release number)
License number and password (trial or permanent)
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
Contents
Preface
11
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Chapter 1
15
16
17
18
22
22
22
23
23
23
29
30
30
Chapter 2
31
Licensing AR System
Contents
32
32
33
33
34
35
36
38
38
39
41
42
42
Chapter 3
43
81
Licensing users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
License types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Viewing user information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Releasing floating licenses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
License pools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Adding and modifying user information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
User form permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Allowing guest users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Special submitter mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Validating password information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Enforcing a password policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Setting up the mid tier for the password policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Forcing users to change their passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Enforcing restrictions on passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Setting up password expiration with scheduled warnings . . . . . . . . . . . . . . . . . . 101
Disabling an account after the expiration period . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Enabling users to change their passwords at will . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Configuring
102
103
105
106
Chapter 5
107
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Configuring AR System to use the console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Opening the console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Chapter 6
111
112
113
114
116
118
123
126
128
132
136
139
141
144
146
150
151
151
153
155
168
169
170
171
172
174
175
Chapter 7
177
178
179
180
180
181
181
181
181
182
7
Chapter 8
185
207
Configuring
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
227
228
229
230
231
Appendix A
233
234
234
236
237
238
246
Appendix B
247
ar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ar.conf (ar.cfg). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ardb.conf (ardb.cfg) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
armonitor.conf (armonitor.cfg) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
248
248
287
290
Appendix C
291
292
292
292
293
293
295
296
296
299
301
Appendix D
303
304
305
306
306
306
Appendix E
307
Contents
308
308
309
311
323
Appendix F
325
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
How Business Time 2.0 works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Scheduling a time segment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Understanding levels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Creating non-conflicting segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Defining a business time segment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Understanding time segment entity associations . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Understanding time segment shared entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Using offset hours in Business Time 2.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Business Time commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
Application commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Business Segment-Entity Association commands. . . . . . . . . . . . . . . . . . . . . . . . . . 344
Application-Get-Next-Recurrence-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Using the old Business Time forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Scheduling workdays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Scheduling holidays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
Defining business hours using offset hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Old Business Time commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Migrating Workdays and Holidays to the Business Time Segment form . . . . . . . . . 354
Debugging tips for Business Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
Appendix G
357
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
Assignment Engine process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
Assignment Engine Administration Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Auto-assignment methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Preparing for the auto-assignment process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Fields to add to the assignee form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
Fields to add to the request form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Adding assignment forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Adding assignment processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
Adding assignment rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Setting sequencing for rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370
Turning on log and trace files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
ARerror.log messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Appendix H
Using produse.exe
373
10
Configuring
377
Preface
IMPORTANT
The compatibility information listed in the product documentation is subject to
change. See the compatibility matrix at http://www.bmc.com/support_home 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.
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.
Preface
11
AR System documents
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 DVDs, on the Customer Support site
(http://www.bmc.com/support_home), or both.
You can access product Help through each products Help menu or by clicking
Help links.
Title
Description
Audience
Concepts
Installing
Administrators
Getting Started
Everyone
Configuring
Contains information about the mid tier, including mid tier Administrators
installation and configuration, and web server
configuration.
Integrating with Plug-ins and Discusses integrating AR System with external systems
Third-Party Products
using plug-ins and other products, including LDAP, OLE,
and ARDBC.
Developers
Administrators/
Developers
Optimizing and
Troubleshooting
Database Reference
Administrators
Administrators
C API Reference
Administrators/
Programmers
Administrators/
Programmers
12
Configuring
Title
Description
Audience
Java API
Administrators
Error Messages
Administrators/
Programmers
Master Index
Everyone
Release Notes
Everyone
Everyone
BMC Remedy Import Help Procedures for using BMC Remedy Import.
Administrators
BMC Remedy
Administrator Help
Administrators
Everyone
Administrators
Preface
13
14
Configuring
Chapter
Chapter 1
15
browsers
cell phones
PCs
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.
Server functions such as the Distributed Server Option (DSO), and Approval
Server
Web services
Data storageThe 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 plugins 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.
16
Configuring
Browser
Clients
Wireless
Clients
Windows
Clients
Palm OS
Client
Presentation
Internet
Services
1. Reporting
2. Flashboards
3. ...
Mid tier
Sync
Support
Programs
Business
Processing
Services
1. Approval
2. DSO
3. Application
Servers
4. ...
AR System Server
ARDBC
Plug-in
AR System
Database
Data
Storage
Other
Non-AR System Non-Database
Database
Data Sources
Chapter 1
17
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 serverA 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 users
browser.
JSP engineAn engine that handles the .jsp files and the basic request and
response interface in the browser environment.
JSP servletsA small piece of Java code, often translated from a .jsp file, that
runs on a web server.
JAVA APIAn 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.
BMC Remedy Mid Tier Configuration ToolA 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.
AR System server
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.
18
Configuring
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 programming 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.
The main components of the AR System server architecture are:
Chapter 1
19
View formA 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 formA form that enables 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.
20
Configuring
User
API
External
Processes
AREA
Alerts
Plug-In
Escalations
Filters
External
Processes
Web
Services
Filter API
Plug-In
Sybase
DB2
View
Vendor
Plug-In
Chapter 1
21
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.
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.
22
Configuring
Scalability
Scalability
Scalability is a feature in both the mid tier and the AR System server.
Common web-server mechanisms and practices can be used for scaling and load
balancing.
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.
Chapter 1
23
AR System
Administrator
Client
AR System
API Programmer
Client
Mid-Tier
Dispatcher
Escalation
Queue
Flashboards
Queue
Admin
Queue
Fast
Queue
List
Queue
390603
390619
390600
390620
390635
Private
Queues
Alert
Queue
390601
390621-390634
390636-390669
390680-390694
Worker
Thread
Worker
Threads
Worker
Thread
Worker
Threads
Worker
Threads
Worker
Threads
Worker
Threads
24
Configuring
Scalability
Queues
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 27.
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
Admin
390600
Alert
390601
Escalation
390603
Flashboards
390619
Fast
390620
List
390635
Private
390621390634, 390636390669,
390680390694
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.
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.
Chapter 1
25
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 131.
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 153.) 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. The escalation queue is
multithreaded.
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.
Fast queue
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:
See the C API Reference guide 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 131.
26
Configuring
Scalability
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 131.
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 25). To configure a private queue, see Defining
queues and configuring threads on page 131.
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 170.
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
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.
Chapter 1
27
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 390600 is routed to the admin
queue.
If a call with RPC program number 390620 (fast) or 390635 (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 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.
28
Configuring
Thread manager
The thread manager is responsible for ensuring that a thread is restarted if it dies.
Chapter 1
29
Macros that a UNIX User tool runs as part of an escalation or filter run process
cannot 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 30.
The client/server interaction still requires the use of RPC when specific ports are
used.
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 API Reference guide.
30
Configuring
Chapter
Licensing AR System
This section contains information about licensing AR System. The following topics
are provided:
Chapter 2
Licensing AR System
31
Add any other licenses you need to run applications without the need to obtain
a key.
Previous releases
AR System 7.1.00
License keys
Server groups
All licenses used by a server group had to Each server must have its own AR Server
be applied to every server in the group.
license and license key, but it shares all
other licenses with the other servers in the
group.
Dedicated server
licenses
32
Configuring
AR User Fixed
AR User Floating
An AR System server with no server license allows you to assign these licenses:
You can evaluate AR System without purchasing or activating any licenses. You
are limited, however, to a maximum of 2000 requests per form.
To purchase additional licenses, contact your BMC Remedy product sales
representative or an authorized reseller.
For information about licensing applications that you create using BMC Remedy
products, see the Integrating with Plug-ins and Third-Party Products guide.
Chapter 2
Licensing AR System
33
IMPORTANT
To remain in compliance with your purchased licenses, be sure to set the
appropriate use limits in the Number of Licenses field for each license.
34
Configuring
NOTE
If you do not know your user ID and password for the site, contact Customer
Support by telephone or email. See Support by telephone or email on page 3.
To obtain a key, you must provide the following information:
Support contract ID
Email address
The Current Host ID is displayed in the upper-right corner of the Add or Remove
Licenses form.
Chapter 2
Licensing AR System
35
Adding licenses
To add licenses to an AR System server, you can enter them into a form or import
them from a file. Licenses are active as soon as they are added to the server.
36
Configuring
Adding licenses
Description
License Type
User licenses
Key
(Server licenses only) Enter the appropriate license key in this field.
To get a key, see Obtaining license keys on page 35.
Important: Do not enter a 6.07.0.x key in this field. Instead, import
it from a .lic file. See Importing licenses on page 39.
Expiration Date
For trial licenses, enter the date after which the license is no longer
in effect. (In AR System 7.1.00, only trial licenses expire.)
4 Click Save.
Chapter 2
Licensing AR System
37
Removing licenses
To remove an AR System license from a server, follow this procedure.
2 In the table at the top of the form, select the license to remove.
3 Do one of the following:
NOTE
Nonserver license removals take effect immediately. To remove a server license,
however, you must restart the server after removing the license.
Exporting licenses
You can export license information in the Add or Remove Licenses form to a .lic
file to create a backup copy. You must export all the licenses; you cannot select
specific licenses to export.
(arsystem.lic).
5 Click Save.
38
Configuring
Importing licenses
Importing licenses
To import licenses from AR System 7.x or 6.x .lic files into an AR System 7.1.00
server, use this procedure.
NOTE
Except for AR Server licenses, license keys are not imported. In addition, expired
licenses are not imported.
NOTE
In AR System 7.1.00, dedicated server licenses provided for common
components such as the BMC Atrium Definitive Software Library or CMDBare
not used. If you had a dedicated server license in a previous release, it is upgraded
at no cost to a full AR Server license when you import your licenses. In addition,
licenses for any applications associated with the dedicated server are
automatically added to your system.
Chapter 2
Licensing AR System
39
6 When asked Do you want to overwrite any matching licenses?, click one of these
buttons:
NoMerges the contents of the .lic file with the contents of the Add or
Remove Licenses form as follows:
When the form and the .lic file contain a matching license type, the entries
for that type are not imported from the .lic file.
For example, if the form has an entry for five AR User Fixed licenses and the
.lic file has an entry for three AR User Fixed licenses and another entry for
four AR User Fixed licenses, the form retains its entry, and neither entry is
imported from the .lic file.
When the .lic file contains multiple entries for a particular license type and
the form contains no matching entry, all entries in the file are imported into
the form and merged into one entry.
For example, if the form has no entries for AR User Fixed licenses and the .lic
file has an entry for three AR User Fixed licenses plus another entry for four
AR User Fixed licenses, the two entries in the .lic file are merged into one
entry in the form. The new entry in the form is for seven AR User Fixed
licenses.
YesClears the contents of the form and replaces it with the contents of the .lic
file. Multiple entries in the file for the same license type are merged into one
entry in the form.
WARNING
Select Yes only to update all your licenses. This option deletes all existing
information from the form. To replace deleted information, you must reenter it.
See Adding licenses on page 36.
7 In the confirmation message, click OK.
40
Configuring
For AR System and application user floating licenses, the greatest number of
licenses in use at the same time during the period covered by the report.
For AR System and application user fixed licenses, the greatest number of
licenses assigned at the same time during the period covered by the report.
For each type of license, the maximum limit specified in the Add or Remove
Licenses form.
The report is written to a file named ReportResult.csv. You can generate it from
the Administration Console.
Figure 2-2: License usage report
Maximum number of
licenses that can be
used concurrently.
Peak number of
in-use floating licenses
or assigned fixed licenses.
Chapter 2
Licensing AR System
41
the calendar.
The start time is 12:00:00 a.m. on the specified date.
4 Click the arrow next to the License Report End Date field, and select a date from
the calendar.
The end time is 11:59:59 p.m. on the specified date.
NOTE
If the selected start or end date exceeds the time period covered by the server, the
first or last date covered by the server is used instead. The time period covered by
the report is specified in the report header.
5 Click Generate Report.
(UNIX) <ar_install_dir>/Db
(Windows) <ar_install_dir>\ARServer\Db
6 Click OK.
NOTE
You can also use the produse.exe utility to generate a license usage report. See
Appendix H, Using produse.exe..
42
Configuring
Chapter
This section discusses options for setting user and administrator preferences
locally and on the server (centralized). The following topics are provided:
43
Local preferences
Local preferences are saved on the users computer in the 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.
44
Configuring
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 45.
AR System User
Preference form
45
Form
AR System Searches
Preference
(Mid tier only) Stores searches that users create and save
for a form in a browser. For more information about
searches in a browser, see the Installing and Administering
BMC Remedy Mid Tier guide.
AR System
Stores preferences for BMC Remedy Administrator and BMC
Administrator Preference Remedy Import. By default, this form has administrator
form
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.
Configuring
Centralized preferences
User DefinedThis option allows the user to determine whether or not to use
a preference server.
Use This ServerThis option designates the current server as the preference
server. (The preference forms must be available)
Use Other ServerThis 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.
For more information about the effects of these choices, see Behaviors associated
with preference server configuration on page 48.
4 Click OK.
47
Behavior
If you choose Use This Server or Use Other Server as the Preference Server , the
following behaviors can occur:
User action
Behavior
48
Configuring
Centralized preferences
User action
Behavior
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.
NOTE
These forms are available through the AR System Administration Console; click
System > User Preferences or click System > Admin Preferences.
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.
49
You can also set the value of the fields in the User Preferences form using the
PERFORM-ACTION-SET-PREFERENCE run process command. See the Workflow Objects
guide for more details.
Common fields
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.
Figure 3-2: AR System User Preferences formcommon fields
Field Name
Description
Login Name
The users login name. Lets the administrator create, search for,
and modify preferences for a specific user by entering that users
login name in this field.
Users can search for and modify their own preference records.
The default setting is $USER$.
Short Description
50
Configuring
Create Date
Modified Date
The date the record was last modified. This field is display-only.
Last Modified By
The login name of the user who last modified the record. This field
is display-only.
Request ID
Assigned To
Not used.
Status
Not used.
General tab
Figure 3-3: AR System User Preferences formGeneral tab
Field Name
Description
BMC
Web
Remedy client
User
On Startup
Maximize
AR System
User
Prompt For
Login
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:
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.
51
Group Name
Field Name
Description
BMC
Web
Remedy client
User
On Exit
Save Window Defines whether, the next time you open BMC Remedy X
Workspace
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
Server Login
List
Advanced
Corresponds to the Advanced Server Properties option in X
Server Option the Account dialog box. To see the Account dialog box,
open BMC Remedy User and choose Tools > Accounts.
The options are:
52
Configuring
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Search Path
Field Name
Description
BMC
Web
Remedy client
User
On New
53
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Defines whether you view only the results list after every X
search. If you select No, you will view the results list and
a detail pane after every search.
Show
Advanced
Search Bar
Maximize
Window
Show Most
Recent First
On Search
Show Result
List Only
On Open
Diary Field
If you select No, the form fills only a portion of the BMC
Remedy User window or browser.
54
Configuring
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Field Menu
Display As
Field Menu
Expand at
Startup
Pane Layout
Flat Look On
Forms
DefaultSee Top.
RightResults List on the right; Details Pane on the
left.
LeftResults List on the left; Details Pane on the right.
Top(Default) Results List on the top; Details Pane on
the bottom.
BottomResults List on the bottom; Details Pane on
the top.
ClearResults List on the top; Details Pane on the
bottom.
55
Edit Field
Push Button
Radio Button
Option Field
Required Field
System Field
Results Pane
Query List
56
Configuring
New
Search
Display
Modify
Modify All
Customize View
Customize Field Default
Results List
Dialog Window
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:
NoDefault Color is selected on the Color tab in the Options window in BMC
Remedy User.
YesColor codes defined on the Color tab in the Options window in BMC
Remedy User are used to display windows.
57
Confirmation tab
Figure 3-6: AR System User Preferences formConfirmation tab
Group Name
Field Name
Confirm
Description
When
Deleting a
Saved Search
When
Deleting a
Macro
58
Configuring
BMC
Web
Remedy client
User
Report tab
Figure 3-7: AR System User Preferences formReport tab
Group Name
Field Name
Description
Default
Margins
Left Margin
Right Margin
Top Margin
Bottom Margin
Default
Separators
Column Titles
Column
Request
BMC
Web
Remedy client
User
\b (backspace)
\n (return)
\t (tab)
\\ (backslash)
Note: You cannot use the Tab key to create tabs, but
Orientation
Use printer
default page size
* 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).
59
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Misc Default
ODBCReportDot
Enable Report to
Application
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).
60
Configuring
Logging tab
Figure 3-8: AR System User Preferences formLogging tab
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Client
Macro
Active Links
Global
API
Filter
Database
Global
Logging
Enabled
61
Locale tab
Figure 3-9: AR System User Preferences formLocale tab
Group Name
Field Name
Description
Locale
User Locale
BMC
Web
Remedy client
User
X
62
Configuring
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Locale
(continued)
Custom Date/
Time Format
(BMC
Remedy User)
Currency
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
Chapter 3 Setting user preferences
63
Data File
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 LoginAutomatically download all files of the selected type when you log
in.
Upload actions
For each file type, you can specify the following actions for uploading and
downloading:
64
Configuring
Advanced tab
Figure 3-11: AR System User Preferences formAdvanced tab
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Form
Default Form
View
65
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Table Fields
Refresh
Content on
Display
Report Server Defines the name of the server where the following
reporting forms reside:
ReportType
ReportCreator
Report
ReportSelection
X
Specifies whether to preview reports in BMC Remedy
User or a different program you specify. The options are:
Use this
program to
preview
ODBC Use
Underscores
AR System
Reserved
Alert Sort
Sort Criteria
AR System
Reserved
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).
66
Configuring
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Home Page
AR Server
Open Home
Controls whether the home page is opened automatically X
Page
after login to BMC Remedy User.
Automatically
67
Alert tab
Figure 3-13: AR System User Preferences formAlert tab
Group Name
Field Name
Description
BMC
Web
Remedy client
User
When I start
my computer
Auto start
AR System
Alert
N/A*
N/A*
On Startup
Prompt For
Login (Alert
only)
N/A*
N/A*
Display Alert
Summary
N/A*
N/A*
Listen Port
Port Number
N/A*
Logging
Enabled
Logging
N/A*
N/A*
If Yes,
Logging Path
N/A*
N/A*
OLE Timeout
N/A*
Misc
* 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).
68
Configuring
Group Name
Field Name
Description
Open Alert
List using
On Startup
BMC
Web
Remedy client
User
X
AR System User
Web
Server
N/A*
N/A*
Display Alert
Message
N/A*
N/A*
Flash Icon
N/A*
N/A*
Beep
N/A*
Play Wav File Designates whether to play a .wav file when a new alert N/A*
is received.
N/A*
Wav File
N/A*
N/A*
Run Process
N/A*
Run Process
File
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).
69
Recent tab
Figure 3-14: AR System User Preferences formRecent tab
Field Name
Description
BMC
Web
Remedy client
User
Recent Forms
Recent Tickets
Recent
Applications,
Guides, etc.
Recent Entry
Points
70
Configuring
Edit tab
Figure 3-15: AR System User Preferences formEdit tab
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Table Field
Table Field
Column
Width
Table Field
Column
Order
Table Field
Column Sort
Not used.
N/A*
Table Field
Refresh
Interval
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).
71
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Schema
Column
Width
Column
Order
Grid Height
Grid Width
Position
DefaultSee Center.
LeftLeft of where menu icon clicked.
Center(Default) Center of BMC Remedy User
window.
RightRight of where menu icon clicked.
Screen CenterCenter of screen.
Max Size Base The upper limit for the number of items a menu can have. X
Menu
Used for currency and edit field menus.
Items Per
Column
Obsolete.
N/A*
List Position
N/A*
DefaultSee Center.
LeftLeft of where menu icon clicked.
Center(Default) Center of BMC Remedy User
window.
RightRight of where menu icon clicked.
Screen CenterCenter of screen.
List Menu
Width
List Menu
Height
List Indent
Items
Threshold
Level
Threshold
* 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).
72
Configuring
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Edit Diary
Field
Diary Width
Diary Height
Text Height
* 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).
Window tab
Figure 3-16: AR System User Preferences formWindow tab
Group Name
Field Name
Description
Window Size
Window
Position
Window
Workspace
Position
BMC
Web
Remedy client
User
73
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Toolbars
Summary
Bar0
Bar1
Bar2
Bar3
Misc tab
Figure 3-17: AR System User Preferences formMisc tab
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Open Dialog
Placement
Coded location of the File > Open > Object List menu
option in BMC Remedy User.
Active Page
Current tab in File > Open > Object List menu option in
BMC Remedy User.
Shortcut Dir
&All
&Find
Fa&vorites
&Recent
Fi&nd
74
Configuring
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Performance
Max Age In
Minutes
Min Age In
Minutes
Percent Of
Memory
Transaction
Timeout
RPC Timeout
Normal
RPC Timeout
Long
RPC Timeout
Extra Long
75
Group Name
Field Name
Description
BMC
Web
Remedy client
User
View
Show Macro
Bar
Show Status
Bar
Close After
Submit
Show Lang
DLL Not
found
Obsolete.
Step Size
Obsolete.
Result Open
On DoubleClick
76
Configuring
Web tab
Figure 3-18: AR System User Preferences formWeb tab
Group Name
Field Name
Description
Report
Alert
Refresh
Interval
BMC
Web
Remedy client
User
X
77
Group Name
Field Name
Description
Date/Time
Text
Display Date/ Defines the format in which the date and time appear.
Time Style
The options are:
(Web)
Short
Long
Custom
BMC
Web
Remedy client
User
X
78
Configuring
Group Name
Field Name
Description
BMC
Web
Remedy client
User
Accessibility
Accessible
Mode
Note: These options are not used in the BMC Remedy Mid
Session
Timeout in
Minutes
79
80
Configuring
Chapter
81
Licensing users
When creating users, you must assign a license type to each user. The type of
license a user has determines the users ability to access AR System objects and to
perform tasks.
License types
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 computer at a time. AR System
uses a globally unique identifier (GUID) to identify the computer, so you do not
need to log in again if your IP address changes during a session. 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.
82
Configuring
License type
Description
Read
Restricted Read
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.
License type
Description
Fixed Write
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.
Floating Write
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.
83
2 From the Users Category list, select one of the following options:
Server - Invalid UsersDisplays the number of users who are locked out of
BMC Remedy User because of too many bad password attempts. To reset an
invalid account, reset the users password.
To set a maximum number of bad passwords, enter the number in the Max
Number of Password Attempts field in the AR System Administrator form. To
turn the feature off (unlimited number of bad passwords allowed), set the
number to 0 (the default).
You can also check for invalid users by using the driver with the glu command.
84
Configuring
3 From the License Type list, select the license type for the category of users you
want to view.
The Write License Pool column shows the name of the current group (pool) from
which the users 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.
4 Click Close.
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 cannot 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 users ability to connect to the server. The
next time the user accesses the server, the users license information reappears.
6 Click Close.
85
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 users 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.
86
Configuring
87
The following table lists the key fields in the User form.
Group
Field
Description
User
Information
Login Name
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.
The dynamic group with an ID of 60988 has read access to this field,
enabling the user to view this field if a password policy is established.
For more information, see Enforcing a password policy on page 95.
Full Name
Password
Group List
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.
88
Configuring
Group
Field
Description
User
Information
(continued)
Computed
Group List
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%
Full Name
Full name of a user. By default, this name appears in the Results pane
of the User form when users perform a search operation.
License Type
Type of license that the user is assigned: Read, Restricted Read, Fixed,
or Floating. The default is Read. See License types on page 82 for
further descriptions of these types.
Full Text License Type of full text search license that the user has: None, Fixed, or
Type
Floating. The default is None.
For more information about the full text search feature, seeChapter 9,
Using full text search.
Application
License
need an AR System user license (to access the AR System server) and
an application user license (to access the application).
Default Notify
Mechanism
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.
Email Address
Email address used to notify the user if email is the notify method.
Instance ID
Field used with BMC Remedy applications. Do not delete this field.
Chapter 4 Defining your user base
89
Group
Field
Description
Password
Management
Disable
Disables password management for the user.
Password
If this check box is selected, when the User Password Management
Management For Configuration form is updated, the user will not be affected.
This User
For more information about password management, see Enforcing a
password policy on page 95.
Dynamic Group
Access
Last Password
Change for
Policy
Account
Disabled Date
Force Password Indicates that the user must change the password. The next time the
Change on Login user logs in, the user is prompted to change the password.
After the password is changed, the check box in the User form is
automatically cleared through workflow.
Number of Days The numbers of days before a users password will expire if it is not
changed.
Before
Expiration
Number of
Warning Days
Days After
Expiration Until
Disablement
The number of days after which a users account will be disabled if the
password is not changed.
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.
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 From the AR System Administration Console, click System > Application > Users
90
Configuring
If adding the user causes you to exceed your license limit, an error message
appears.
WARNING
Do not modify the Demo users 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 From the AR System Administration Console, click System > Application >
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.
91
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 or the web client as an administrator.
6 From the AR System Administration Console, click System > Application >
the Assignee.
By using the Assignee group, you allow the user to modify the users password,
default notification mechanism, or email 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.
The Dynamic Group Access field on the User form gives users read permission
to the following fields: Login Name, Password, and Request ID. These
permissions are automatically given to all new users that the administrator
creates.
If you are upgrading to 7.1 or later from a previous version, be aware of these
permission changes. If you have customized the User form, these changes may
affect your customizations.
These changes enable you to enforce a password policy. For more information, see
Enforcing a password policy on page 95.
92
Configuring
Information.
2 In the AR System Administration: Server Information form, click the
Configuration tab.
3 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.
4 Click OK.
5 To allow the guest user to create new requests, complete the following steps for
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.
6 To enable guest users to modify an existing request for which they are the
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 94.
d Click OK.
e Restart the AR System server.
93
LockedAllows 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.
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 88.)
If you are using Authentication aliases (as described in Setting up an
authentication alias on page 102), the Login name alias should be identical to
the operating system user name.
94
Configuring
Select the Cross Ref Blank Password check box in the Configuration tab of the
the AR System Administration: Server Information form. (For more information
about password configuration, see Server informationConfiguration tab on
page 118.)
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):
Lockout periodsLimits the number of incorrect logins a user can enter before
getting locked out.
NOTE
If you are upgrading from a version prior to 7.1.00, note the changes to the User
form, as described in User form permissions on page 92.
The password management feature is preconfigured when you install AR System,
but it is not enabled. This section describes how to enable and use the feature.
95
Force all users or individual users to change their passwords when they use
BMC Remedy User or a browser
IMPORTANT
If your system uses external authentication (through the Cross Ref Blank Password
option), be careful if you enforce password policy with the User Password
Management Configuration form. The policy should be enforced only for users
whose passwords are stored in the AR System User form.
If you enable the policy and have users who are externally authenticated, disable
the policy for the externally authenticated users as described in To disable
password management for individual users on page 98.
For information about the Cross-Reference Blank Password feature used with
external authentication, see Cross Ref Blank Password on page 149.
Management Configuration.
2 In the User Password Management Configuration form, select the Enforce Policy
96
Configuring
4 Click Save.
All users are forced to change their passwords at their scheduled expiration date.
When users change their passwords, they must enter the old password once and
the new password twice.
Management Configuration.
2 In the User Password Management Configuration form, select the New User Must
Now, when you create a new user, the first time a user logs in, the user will be
prompted to change the password.
For more information about the User form, see Adding and modifying user
information on page 86.
5 Select the Force Password Change on Login check box.
6 Click Save.
NOTE
Changes in the User form take precedence over the configuration settings in the
User Password Management Configuration form. If you make changes to the User
form and you want the user to use the global password management policy (as
configured in the User Password Management Configuration form), see To revert
an individual user to global password management settings on page 98.
If you change the policy User Password Management Configuration form, changes
in the User form are overwritten.
97
98
Configuring
The user cannot use the old password when changing the password.
Users (except for the administrator and the passwords user) cannot change the
password. This is accomplished through the Dynamic Group Access field (ID
60988) on the User form.
The account is disabled if the user has not changed the password after the
number of days specified in the Days after force change until disablement
field in the User Password Management Configuration form.
Management Configuration.
The User Password Management Configuration form appears.
2 To disable the default HIPAA character restrictions, select the Disable Default
Minimum LengthSets the minimum length the user must enter when
changing a password. You can enter a length of 1 through 30; the default is 8.
If the default HIPAA restrictions are enabled, you can add more restrictive
qualifications, but your restrictions cannot contradict the default restrictions. If
you want less restrictive rules, disable the default HIPAA restrictions. In
summary, you can enforce restrictions in any of the following ways:
Remove the default restrictions, and allow users to enter any combination
of charactersSelect the Disable Default Character Restrictions check box
and do not enter a qualification in the Restrictions Qualifier field.
Chapter 4 Defining your user base
99
4 Click Save.
This qualifier is appended to the default qualifier. With this restriction, aA1#,
aa1#, and AA1# are acceptable passwords if the minimum length for password is
4.
Example 2
To remove the restriction of requiring a lowercase letter, enter the following
qualification:
('New Password' LIKE "%[0-9]%") AND ('New Password' LIKE "%[^a-z]%")
If the Disable Default Character Restrictions field is selected, the default qualifier
is ignored. The qualifier entered in the Restrictions Qualifier field is the only
qualifier that is used.
Example
To force users to include numbers in their password, enter the following
qualification in the Restrictions Qualifier field:
'New Password' LIKE "%[0-9]%"
100
Configuring
Management Configuration.
The User Password Management Configuration form appears.
2 Complete the following fields in the Enforcement Policy section.
3 Click Save.
NOTE
You can perform this function in the User form for individual users. For more
information, see Adding and modifying user information on page 86.
Management Configuration.
The User Password Management Configuration form appears.
2 In the Days After Expiration Until Disablement field, enter the number of days
after which a users account will be disabled if the password is not changed.
3 Click Save.
NOTE
You can perform this function in the User form for individual users. For more
information, see Adding and modifying user information on page 86.
Chapter 4
101
IMPORTANT
If you allow users to change their passwords directly in the User form instead of
the User Password Change form, beware that the password restriction policy
(default or customized by you) is bypassed because the restrictions are enforced
through the User Password Change form, not through the User form.
NOTE
The authentication string value can be accessed in AREA plug-ins by using the
$\AUTHSTRING$ keyword.
102
Configuring
When you want the users full name to be used as the AR System login instead
of the users computer account name. The system uses the alias when
authenticating the user.
When a users 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.
An AREA plug-in
Chapter 4
103
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.
These rules apply to all AR System clients, including those accessing an AR System
server using C or Java APIs.
Field
Name
Field ID
117
Data Type
Character
Database Length
30
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.
104
Configuring
When users belong to specific authentication domains and you do not want to
require users to enter an authentication string when they log in.
An AREA plug-in
Chapter 4
105
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.
These rules apply to all AR System clients, including those accessing an AR System
server using C or Java APIs.
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.
IMPORTANT
Caution is recommended when setting permissions. Typically, the values in this
field should be set only by an administrator, or by using workflow.
106
Configuring
Chapter
107
Overview
The AR System Administration Console gives you access to many administrator
functions in AR System. The console is part of the AR System Server
Administration plug-in, which consists of a library file and a deployable
application. (The plug-in is installed as part of the AR System server installation.)
Figure 5-1: AR System Administration Console
System category
108
Configuring
GeneralProvides the following links that enable you to configure your server
and view server information:
Application category
For more information about roles, groups, and application states, see the Form and
Application Objects guide.
109
In a browser:
110
Configuring
Log in.
In BMC Remedy User, open the AR System Administration Console entry point.
Chapter
Chapter 6
111
Information
Found on
Platform
page 113
Timeouts
Sets various timeouts for the currently selected server. page 114
Licenses
Configuration
page 118
Log Files
page 123
Database
page 126
page 132
Source Control
page 136
Server Events
page 139
Connection
Settings
112
Configuring
page 128
page 144
page 146
Chapter 6
113
Description
Server Version
Server Directory
Hardware
Operating
System
Server Time
Displays the current time on the server (in the local time zone).
4 Click Apply.
To set timeouts
1 From the AR System Administration Console in a browser or BMC Remedy User,
114
Configuring
Field Name
Description
Process Timeout
(seconds)
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 servers request. The default is 60 seconds. The
minimum is zero (0), the maximum is 300.
Chapter 6
115
Group Name
Field Name
Description
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.
Sets a time limit for how long a Floating Full Text Search license
remains reserved if the user is not accessing AR System.
When using Full Text Search Option 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.
Enter a number from 1 through 99 hours. The default is 2. For more
information, see FTS configuration options on page 224.
Currency Ratio
Cache Refresh
Interval
(minutes)
Client Refresh
Interval
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.
4 Click Apply.
116
Configuring
Description
Fixed Write Licenses Displays the total number of Fixed Write licenses on the server.
Floating Write
Licenses
Max Forms Allowed Displays the number of forms your license allows you to create on
on Server
the server. If this field reads Unlimited, you can create as many
forms as you want.
AR System
Server ID
Submitter Mode
Chapter 6
117
118
Configuring
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 OnlyUsers 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.
AlwaysUsers 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.
Max Entries
Limits how many database entries are returned from a search. For example, setting the
Returned by GetList 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).
Server Table Field
Chunk Size
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 inmemory 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.
Server Language
Displays the language and character set of the machine on which the server is running.
Minimum API
Version
The default sender for email 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
Email Configuration Form for notifications. For more information about configuring a
mailbox for notifications, see the Administering BMC Remedy Email Engine guide.
Specifies the oldest API version with which the server will communicate.
The corresponding API and AR System versions are as follows:
If you set the minimum API version to 13, clients prior to version 7.1 cannot
communicate with the AR System 7.1 or later server. If you set the API version to 0 or
none, all clients can communicate with the server. For information about setting
passwords to increase security, see Server informationConnection Settings tab on
page 141.
Chapter 6
119
Field Name
Description
Enter the path to a home page form 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 page form is deleted, this field is cleared and you must re-enter a
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.
Next Request ID
Block Size
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.
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:
120
Configuring
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 informationLicenses tab on page 116.
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.
Field Name
Description
Allow Unqualified
Searches
Defines whether the server accepts unqualified searches (searches for which no search
criteria are specified). If the check box is:
retrieving and returning large blocks of data due to accidental, unqualified searches
to the database.
Administrator-Only
Mode
Disable Archive
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 155.
Development Cache Enables a cache mode that is optimized for developing applications and where user
Mode
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 150.
Server Group
Member
Disable Admin
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 155.
Chapter 6
121
Field Name
Description
Disable Escalations
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 155.
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.
Disable Alerts
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:
SelectedThe 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 60000-60999). 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;).
Enable Multiple
Assign Groups
If the check box is not selected (the default), only one role, group, or user name can be
stored.
Select this check box to restrict server access to Unicode-safe clients.
Disallow Non
Unicode Clients
This option applies to all BMC Remedy clients except for BMC Remedy Administrator
and BMC Remedy Alert.
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.
Display Property
Caching
You can prevent the server from loading into its cache the VUI display properties of
forms that do not have individual display property caching settings.
Select the radio button that describes how you want to display property caching:
Points tab of the Form Properties. See the Form and Application Objects guide.
4 Click Apply.
122
Configuring
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.
Chapter 6
123
3 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.
IMPORTANT
When naming log files, do not use special characters (such as a forward slash (/)
or a question mark (?). Use alphanumeric characters only.
124
Configuring
Field Name
Description
API
Distributed Server
Escalation
Filter
Field Name
Description
SQL
Thread
User
Alert
Plug-In Server
Logs the events of plug-ins that AR System uses. The default log
file name is arplugin.log. For more information about plug-ins,
see the Integrating with Plug-ins and Third-Party Products
guide.
ARFORK (UNIX
only)
Server Group
4 To view a log file for any selected log, click the View button.
5 Specify the level of logging for the plug-in server.
Plug-in logging level
Off
None
Severe
Warning
Info
Config
Fine
Internal exceptions
Finer
Trace logs that log tasks as they are executed within the system
Finest
Code-level information
All
Chapter 6
125
6 From the Log-File Creation field, choose one of the following options:
Create BackupCreates new log files, and the contents of the previous log files
are written to <logname>.bak files.
Append to ExistingLog files and their contents are preserved, and new
information is appended to them.
7 From the Client-Side Logging Group list, select the group that can 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.
8 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.
9 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.
126
Configuring
The information displayed on this tab varies depending on the relational database
you have installed.
3 Edit the options, as needed:
Field Name
Description
Database Type
Database Home
Database Name
Database Version
Database User Name Displays the user name that AR System uses to access the
database.
Database Password
Chapter 6
127
Field Name
Description
Database
Configuration File
Database Case
Sensitive
Request ID Uses
Clustered Index
(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.
4 Click Apply.
128
Configuring
UNIXrpcinfo -p
Windowsnetstat -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 065535.
On UNIX, port numbers within the range 11024 are available only for use by the
superuser, and many of these numbers are reserved.
Description
Chapter 6
129
Field Name
Description
Alert Outbound Port 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.
Register with
Portmapper
If you do not specify a fast queue or specify only one thread, two
threads are started to meet the minimum system requirements.
If you specify a list queue and specify only one thread, two
threads are started to meet the minimum system requirements.
If you do not specify a list queue, one is not started.
If the server starts more threads than specified to meet system
requirements for fast and list queues, it does not change the
number specified.
For all other types, if you do not specify a number, the system
defaults to one minimum and one maximum thread per server
queue.
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 on
page 279.
130
Configuring
To add server, escalation, or full text indexer queues and configure threads
1 From the AR System Administration Console in a browser or BMC Remedy User,
3 In the Server Queue box, click at the bottom of the Type column.
4 Click in the RPC Port Number column, and enter the appropriate number for the
Fast390620
List390635
Escalation390603
Alert390601
390621390634
390636390669
390680390694
5 In the Min Threads field, enter the minimum number of threads that you want
started at startup.
The default is 1.
Chapter 6
131
6 In the Max Threads field, enter the maximum number of threads that your system
When you return to the form, the new queues will be listed.
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.
132
Configuring
Field Name
Description
Maximum Stack of
Filters
Maximum Line
Length in Email
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:
http://<host_name>/<context_path>
Where:
Chapter 6
133
Group Name
Field Name
Description
Security
Localized Error
Messages
Localize Server
134
Configuring
Group Name
Field Name
Description
Server Statistics
Server Recording
Mode
Server Group
Preference Server
Check Interval
Preference Server
Option
4 Click Apply.
Chapter 6
135
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.
136
Configuring
Description
Comments Required
in Check In
Comments Required
in Check Out
Provider Name
Project Name
steps:
a Click the Enable Source Control Integration check box.
Chapter 6
137
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.
With Microsoft Visual SourceSafe, you must log in to SourceSafe, then open
or create a SourceSafe project.
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.
5 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.
138
Configuring
Chapter 6
139
Field Name
Description
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 if an entry is created in the Server Events form
as a result of server group activities.
4 Click Apply.
140
Configuring
Chapter 6
141
Field Name
Description
Application Service
Password
Mid-Tier
Administration
Password
Specifies the password that the mid tier will use to access the
AR System server.
-Dhttp.proxySet=true
-Dhttp.proxyHost=<host_name>
-Dhttp.proxyPort=<port_number>
Plug-In Server
Local Password
Plugin Default
Timeout
Target Connection
Settings
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 is cleared. If the user removes
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 is
not displayed.
The edit masked option is not supported in tables on forms.
Therefore, when you type a new Password in the Password
column, it is visible. Saved passwords are masked.
142
Configuring
Tab Name
Field Name
Description
DSO Server
Local Password
Target Connection
Settings
Local Password
Target Connection
Settings
Chapter 6
143
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 118.
4 Click Apply.
5 Restart the AR System server for the Connection Settings to take effect.
144
Configuring
Description
Choose Default
Allowable Types
Choose Default
Functional Types
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.
4 Click Apply.
Chapter 6
145
146
Configuring
Field Name
Description
External
Enables an external authentication (AREA) server. The RPC
Authentication Server program number for the plug-in service is 390695. Entering
RPC Program Number no value or zero (0) disables authentication using an AREA
service, and the AR System server accesses 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 C API
Reference guide for information.
For more information about how to set up an external
authentication server, see Configuring a server to use plugins on page 171. For information about configuring an
AREA LDAP plug-in, see the Integrating with Plug-ins and
Third-Party Products guide.
External
RPC
Authentication Server
Timeout (seconds)
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.
Need To Sync
(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 171, and the Integrating with Plug-ins and Third-Party
Products guide.
Chapter 6
147
Group Name
Field Name
Description
Authenticate
Unregistered Users
148
Configuring
Group Name
Field Name
Description
user by using the User form, then the AREA plug-in, and
then Windows or UNIX authentication.
Chapter 6
149
Group Name
Field Name
Description
Group Mapping
AR Group Name
If your server has been set to development mode and you want to reset it to
production mode, use the following procedure.
150
Configuring
IMPORTANT
Server group functionality is not supported for multiple servers on one machine.
Each server connects to a different database, as shown in Figure 6-16, and each
server must have a separate license.
Chapter 6
151
Host
Server
Server
152
Configuring
Only one server can be registered with a portmapper if you are configuring
multiple servers to run on one machine.
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.
On UNIX, port numbers within the range 11024 are only available for use by
the superuser, and many of these numbers are reserved.
server port. See Server informationServer Ports and Queues tab on page 128
for more information.
4 Select the Register with Portmapper check box as appropriate to determine the
Portmapper option.
5 For every server, manually set the Multiple-ARSystem-Servers option to True in
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 on page 279.
Chapter 6
153
Server
Host
Host
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 share option for
the second and subsequent servers. For more information about installing multiple
servers, see the Installing guide.
154
Configuring
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
DSO
Escalation
Flashboards
CMDB
Reconciliation Engine
SLM Collector
server group, and select the Share database option. See Installing servers as
members of a server group (Step 2) on page 156.
Step 3 License the servers appropriately. See Licenses in a server group on page 33.
Step 4 Configure the servers for the following categories that apply to your servers:
a Server group nameSee Setting the server group name (Step 4a) on page 157.
b Time (check) interval that servers use to check whether another server is still
on page 158.
Chapter 6
155
d Unique server nameSee Establishing a server name for the servers in a server
page 159.
f BMC Remedy AlertSee Configuring BMC Remedy Alert to work with
page 161.
h Full text searchSee Configuring Full Text Search for server groups (Step 4h)
on page 162.
i DSOSee Configuring DSO for a multiple-server environment (Step 4i) on
page 163.
j Email EngineSee Server group communication with BMC Remedy Email
See AR System Server Group Operation Ranking form (Step 6) on page 166.
156
Configuring
name as well as the database login information and settings for the AR System
database to share.
2 When prompted for a database upgrade option, choose Share instead of Upgrade
or Overwrite.
Choosing Share prevents the data within the shared database from being modified.
The installer verifies that the database version is appropriate and does not attempt
to reconcile differences in system forms or modify database content. At the end of
the installation, the AR System server is configured to use the shared database.
3 Repeat step 1 and step 2 for all AR System servers.
NOTE
Declaring a server to be a server group member is not done at installation time.
This declaration is made after the server is installed and running.
3 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. Names can be as long as 80 characters,
including spaces, and must have no special characters. You can include doublebyte characters, but avoid using numbers at the beginning of the name.
4 Click OK.
Chapter 6
157
3 In the Check Interval field, enter how often you want the server to check the status
4 Click OK.
158
Configuring
myservername
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 its own defined name to register
as a server group member. Other servers in the group use the name when
communication between servers is required.
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 168.
Chapter 6
159
The AR System server connects to the plug-in server using host <host_name> at
port <port_number> when the AR System server communicates with the <plugin_alias_name> plug-in. Host <host_name> must resolve to the local AR System
server, and the port number is specified if the plug-in server is listening on a
particular port. The following definition is a typical example:
Server-Plugin-Alias: ARSYS.ARDBC.REPORT ARSYS.ARDBC.REPORT myserver:2020
Mapping IP addresses
Mapping loadbalancer IP
addresses to
AR System
server IP
addresses
When an alert client registers with the AR System server, 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.
<ARServer_ip>The
NOTE
Because each AR System server is configured individually, you must repeat this
procedure for all AR System servers in the group. Make sure you modify the
AR System server IP address for each server.
Mapping
remote server
IP addresses to
local server IP
addresses
160
Configuring
For example, if you have three AR System servers (A, B, and C) in the group, 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>
NOTE
Version 5.1 or higher of the BMC Remedy Alert client is required in a server group
environment.
For more information about BMC Remedy Alert, see Chapter 7, Working with the
alert system.
Configuring
the server to
ignore client IP
addresses
When an alert client registers with the AR System server, it provides its own IP
address as part of the registration information. If the server detects a difference
between the registered IP address and the actual IP address from which the client
call originates, the server attempts to send alerts to the actual address by default.
In a load-balanced environment, the actual IP address is the address of the load
balancer, and alerts sent to that address will fail.
Chapter 6
161
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-GroupSignal-Option2 on page 282.
NOTE
Form, workflow, and escalation time changes can add significantly to the
workload on a production server. In a server group environment, that effect is
magnified when other servers are notified of the changes and recache definitions
from the database. Consider this when planning changes of this type.
162
Configuring
Provide the directory name during installation, when you are prompted.
Specify the directory name in the Full Text Search tab on the AR System
Administration: Server Information form.
Share the collection directory so that it is accessible to all AR System servers in the
group. In UNIX environments, the directory is typically configured as a network
share.
Windows configuration example:
If the shared full-text collection directory resided in a shared directory called
Collection on serverX, the following server option would be added to the ar.cfg
file:
Full-Text-Collection-Directory: \\serverX\Collection
Be sure that the login account for the AR System server service has access to the
shared location. The default System Account does not have access, and therefore
you cannot use it with this configuration.
UNIX configuration example:
If the shared full-text collection directory were named /home/root/collection, the
following server option would be added to the ar.conf file:
Full-Text-Collection-Directory: /home/root/collection
Chapter 6
163
If BMC Remedy Administrator used either of these server names to log in, it would
be recognized as the current server in workflow.
164
Configuring
165
A warning appears, stating that the change will take effect the next time the server
is started.
4 Dismiss the warning dialog box.
5 Restart the AR System server.
A warning appears, stating that the change will take effect the next time the server
is started.
4 Dismiss the warning dialog box.
5 Restart the AR System server.
166
Configuring
the group.
2 Open the AR System Server Group Operation Ranking form in search mode.
This form was automatically imported into the server when the initial server group
member was restarted.
3 Perform an unqualified search to see the existing entries in the form.
By default, the server chosen as the initial server group member has the primary
ranking for all operations. The remaining server group members have null (empty
ranking) entries, serving as placeholders.
Entries for operations that require a license (for example, DSO) are not
prepopulated unless a valid license is detected. You can add these operations at
any time.
4 Modify entries as required to construct a fail-over hierarchy for ownership of
operations.
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.
Operations can be spread freely across different servers, with the exception of
operations involving BMC Remedy Approval Server, BMC Atrium Configuration
Management Database (CMDB), and the BMC Service Level Management engine
(Business Rules Engine). These operations must reside on the same server as the
administration operationtherefore, the operations must have the same ranking
as the administration operation so that they move as a unit.
In addition to ranking, you can also configure the threshold for determining when
a server is delinquent on this form.
Chapter 6
167
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 User in the Advanced tab of the
AR System Administration: Server Information form.
5 Save the AR System Server Group Operation Ranking form.
6 Restart all the AR System servers in the group.
Administration: Server Information form, clear the Server Group Member check
box.
2 Remove all the entries for the server name in the AR System Server Group
The server that you restarted will remove all the server group references for a
server that does not have any ranking entries.
For example:
174.21.8.109 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.
168
Configuring
Firewall
Remedy
User
AR System
server
Remedy
Alert
ALERT
Outbound Port
Inbound Port
TCP Call
To enable these connections through the firewall, the AR System server and the
client must be configured to communicate on the proper ports:
Chapter 6
169
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 128.
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 plug-ins on page 171.
You can set these ports in the Advanced Server Properties of the Accounts dialog
box as the following section explains.
Advanced Server
Properties check box
2 Select the Advanced Server Properties check box to view the advanced port
170
Configuring
3 Click in one of the following columns and type the port number or the private
RPCRepresents
4 Click OK.
5 Log in again to activate these changes.
AR System supports the plug-in server 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.
(page 276)
(page 277)
(page 277)
Plugin-Filter-API-Threads
Plugin-Log-Level
Plugin-Port
(page 277)
(page 278)
(page 279)
Server-Plugin-Alias
(page 283)
Server-Plugin-Default-Timeout
(page 283)
Chapter 6
171
172
Configuring
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:
RPCUsed 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.
Authenticate Unregistered UsersSpecifies 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 PasswordSpecifies 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.
Description
Off
ARS - AREA
AREA - ARS
ARS - OS - AREA
ARS - AREA - OS
NOTE
For more information about authentication options, see Integrating with Plug-ins
and Third-Party Products guide.
Chapter 6
173
TIP
For maximum benefit, use Ignore Excess Groups and Group Mapping together.
8 Save your settings.
For more information about installing BMC Remedy Email Engine, see the
Installing guide. For information about configuring BMC Remedy Email Engine,
see the Administering BMC Remedy Email Engine guide.
174
Configuring
For more information, see Server informationServer Ports and Queues tab on
page 128.
3 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
users, edit the Map-IP-Address option in the ar.conf file, see Map-IP-Address2
on page 273.
Chapter 6
175
176
Configuring
Chapter
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:
For information about other methods of notification delivery, see the Workflow
Objects guide.
Chapter 7
177
AR System server
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.)
AR System
ALERT
BMC Remedy User
Gives administrator access
to Alert Events form and
displays alert list and source
requests.
Web Browser
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 181.
For information about configuring servers for alerts, see Configuring a server for
alerts on page 175.
178
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.
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.
Users do not interact directly with this form; they receive alerts through the alert
list in BMC Remedy User or through the Web.
Chapter 7
179
Viewing alerts
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 182.
Users can manage the alert list, and open the source request. They can view alerts
in the following ways:
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 182.
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.
180
Configuring
NOTE
A BMC Remedy Alert user should log out before the administrator changes the
users password; otherwise, the old user record will be in the alert_user table until
the next alert is sent out.
Chapter 7
181
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 183.
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
182
Configuring
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 79.
a In the Alert Servers field, enter the name of each server (separated by commas)
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
form.
5 In a browser or BMC Remedy User, open the AR System Administration: Server
For example, if your host name is myserver and you used default settings when
installing the mid tier, the default web path is http://myserver/arsys.
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.
Chapter 7
183
184
Configuring
Chapter
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.
185
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.
186
Configuring
Preparing to import
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 BMC Remedy
Administrator help.
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 189 for more information.
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 202 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 205 for more
information. The default import log path is <ar_home_dir>\import.log. To
specify another path, see Desktop preferences on page 190.
Make sure that there is adequate space in the database into which the records
will be imported. Contact your database administrator for assistance.
187
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
Information
AR Export (.arx)
AR XML (.xml)
CSV (.csv)
188
Configuring
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_ 917732184.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.
Function
Desktop
Duplicate Request ID
Error Handling
Data
Date/Time
Defines the date and time format of the data in the source
data file.
Confirmations
To use preferences from a saved mapping file, see Using a saved mapping file
on page 204.
All preferences are defined in the Preferences dialog box, as described in the
following procedure. Additional procedures describe how to set each preference.
189
Desktop preferences
To define desktop preferences
1 Select the Desktop tab in the Preferences dialog box.
2 Set the following preferences:
Preference
Function
Configuring
190
Save Window
Position and Size on
Close
Preference
Function
AR Path
This path identifies the directory and file name of the BMC
Remedy Import log file. It is <ar_home_dir>\arimport 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 205 for
more information.
You can specify only one import log in this field, but 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 to 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 directs BMC Remedy Import to
write to the specified log. Mappings are defined in Data
mapping on page 186.
191
Figure 8-2: BMC Remedy Import Preferences dialog boxDuplicate Request ID tab
Function
Default setting.
Reject 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.
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.
192
Configuring
Function
193
Preference
Function
Import Records with Too Defines how AR System imports records that contain more
Many Fields
fields than described by the field titles in the data file. The
system checks each record.
If the check box is:
Import Records with Too Defines how AR System imports records that contain fewer
Few Fields
fields than described by the field titles in the data file. The
system checks each record.
If the check box is:
Data preferences
To define data preferences
1 Select the Data tab of the Preferences dialog box.
Figure 8-4: BMC Remedy Import Preferences dialog boxData tab
194
Configuring
NOTE
These settings are affected by field attributes set when fields are defined. See the
Form and Application Objects guide for more information.
2 Choose one of the following options for character fields:
Preference
Function
Truncate strings
exceeding field limit
Disable fields pattern Defines if pattern matching is enforced by the server during the
matching during
import.
import
If the check box is:
3 For required fields that are not core fields, choose the following option:
Preference
Function
Defines required fields that are not core fields as optional during
the import.
If the check box is:
195
BMC Remedy Import accepts short or long date formats in the data file, and
ignores leading zeros.
2 Select the appropriate options.
Preference
Function
Calendar Type
If you select:
The sample text shows how the selected format appears. The
component order is based on the Regional Settings in the
Windows Control Panel.
Separator (Date Format)
196
Configuring
Preference
Function
If you select:
24 Hr
AM/PM position
AM symbol
PM symbol
197
Function
198
Configuring
3 Click OK.
Importing data
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.
Import procedure
The following procedure provides instructions for importing data.
To import data
1 Start BMC Remedy Import.
2 Log in, if necessary, according to your defined preferences.
The destination form field names appear in the Form Fields list.
199
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.
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.
200
Configuring
Importing data
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 on.
8 Specify how the data in the source file will map to the fields in the destination form
AR Export or AR XMLField IDs are matched first, and then field names are
matched for fields without matching IDs.
Keep the following tips in mind 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 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.
selection menu.
A list of the fields in the data file or a list of keywords is displayed, depending
on your choice.
201
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 todays date as the
value in the Create Date field. 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.
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 Optionally, specify default field values by defining fallback mappings. See
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 193.
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 205.
Stopping an import
You can stop an 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.
202
Configuring
Importing data
The Fallback Mappings dialog box appears, displaying the destination form fields
and a list of keywords.
Figure 8-9: Fallback Mappings dialog box
2 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.
3 Choose one or more keywords by performing one of the following actions:
4 Click Add.
The mapping is added to the list. You can edit or delete one or more mappings
using Modify.
203
Saving a mapping
To save a mapping
1 Choose Mapping > Save Mapping.
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.
6 Click OK to create the mapping.
204
Configuring
To load a mapping
1 Choose Mapping > Load Mapping.
2 From the Search Path field, select the directory that contains 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.
205
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 193. 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.
data file to the import log (these lines appear at the beginning of the data file): FORM,
FIELD, FLD-ID, DTYPES
206
Configuring
Chapter
This section discusses the capabilities, performance, and administration of the full
text search (FTS) feature. The following topics are provided:
NOTE
Full text search is an optional feature that you can purchase for the AR System
server.
Chapter 9
207
208
Configuring
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.
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 209.
NOTE
The Ignore Words List is different for each supported language.
Chapter 9
209
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 228.
Using FTS
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.
Users enter search criteria in the same way, whether they are using FTS or not, with
the exception of accrual searches.
210
Configuring
Using FTS
The search method used by the FTS engine depends on the following factors:
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 217 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:
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.
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 216.
Chapter 9
211
The following table outlines the expected search results using a word or phrase
search.
Qualification
Example data
Matches
x
212
Configuring
Using FTS
Qualification
Example data
Matches
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>
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
Chapter 9
213
Qualification
Example data
Matches
<field> LIKE
firewall,blocked%
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>
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
214
Configuring
Matches
Using FTS
Qualification
Example data
Matches
Chapter 9
215
Qualification
Example data
Matches
block
blocks
blocked
blocking
Using wildcards
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.
216
Configuring
Using FTS
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 218.
However, be aware that the property settings influence how an accrue search
works, as shown in the following table.
QBE Match property setting Effect on search criteria
Anywhere
%left,center,right%
Leading
left,center,right%
Equal
left,center,right
Chapter 9
217
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.
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.
218
Configuring
Limitations of FTS
Search strategies
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.
Search issues
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).
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 209.
Chapter 9
219
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-8859-1 character set, words
can contain only the following characters if they are to be indexed under FTS:
_ABCDEFGHIJKLMNOPQRSTUVWXYZ
abcdefghijklmnopqrstuvwxyz
0123456789$%# @
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.
220
Configuring
Administering FTS
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 229.
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 230.
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.
Chapter 9
221
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.
222
Configuring
Administering FTS
Reindexing
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 221.
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.
The amount of data in each field indexed for FTS in each AR System request
For more information about locating your FTS indexes, see Estimating the size of
the FTS index on page 230.
Chapter 9
223
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.
224
Configuring
Administering FTS
Disable Full Text SearchingControls 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 DirectoryThe location in the file system where search engine
index files are stored.
FTS Temp DirectoryThe 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.
Chapter 9
225
ReindexInitiates 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.
Ignore Words ListDefines 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.
Debugging FTS
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/
file, sharing the file with database logging. See SQL logging on
page 227 for information about how to turn on this logging. Entries in this log file
that represent search engine activity are prefixed with FTS:.
arsql.log
FTS logging
There are two types of logging you can use to help you analyze FTS-related
processing: full text index logging and SQL logging.
5 Click OK.
226
Configuring
The File Name is disabled until you select the related check box.
Upgrading FTS
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.
5 Click OK.
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.
Chapter 9
227
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>\common\arfts or
<AR_Server_installation_directory>\Arserver\common\arfts
subdirectory
The <AR_Server_installation_directory>\Arserver\common\_nti40
subdirectory
window.
Figure 9-2: License area of User form
3 Select the Full Text License Type option for the type of FTS license that you want
228
Configuring
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.
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.
Chapter 9
229
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 32767 or fewer characters.
5 Save your changes.
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.
230
Configuring
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 on a relevance factor calculated by
the search engine.
8 Save the form.
Chapter 9
231
232
Configuring
Appendix
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 http://www.bmc.com/
support_home.
233
234
Configuring
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.
235
236
Configuring
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.
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.
HistoryThe Request ID field values were created with the old format, and
there is no need for change.
DesignThe 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.
237
ConsistencyAll the Request ID field values for a form follow the same format.
If the format changes, all the requests change to match the format.
DesignThe 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:
After implementing one of the strategies in this section, read Updating status
history tables on page 246 and Updating attachment tables on page 246.
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.
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 239.
9 In BMC User, delete all requests in the form.
238
Configuring
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.
239
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.
IMPORTANT
Stop AR System before you attempt any database modifications.
previous steps.
240
Configuring
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.
Use the schema ID, field ID, and information in the following table to construct
your table name.
Description
T<schema_ID>
T<schema_ID>C<field_ID>
H<schema_ID>
B<schema_ID>
B<schema_ID>C<field_ID>
241
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
Informix
database
examples
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.
242
Configuring
Oracle
database
examples
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
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).
243
DB2 database
examples
Informix
database
examples
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.
Oracle
database
examples
244
Configuring
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
NOTE
The maximum length allowed for the Request ID field is 15 bytes.
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
To add a prefix, specify the prefix as part of the string to be added. For example, to
expand to 15 characters and add a prefix of ABC, use 'ABC00' instead of '00000' in
the preceding example.
245
246
Configuring
Appendix
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 248)
ar.conf (ar.cfg) (page 248)
ardb.conf (ardb.cfg) (page 287)
armonitor.conf (armonitor.cfg) (page 290)
Appendix B
247
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
ARGetList_Server 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
UNIX$ARCONFIGDIR/ar
Windows<ar_home_dir>\ar
ARCONFIGDIR
UNIX onlySpecifies 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.
Examples
The following directory file registers two server machines as AR System servers:
# Directory file for AR System servers
remedy AR
server2 AR;;3030;;390600
The example includes the TCP port and RPC program numbers for server2.
ar.conf (ar.cfg)
Description
Synopsis
248
Configuring
UNIX<ar_install_dir>/conf/ar.conf
Windows<ar_install_dir>\Conf\ar.cfg
ar.conf (ar.cfg)
Options
The format of this file consists of two fields separated by a space or tab:
<parameter> <value>
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.
Table B-1: ar.conf (ar.cfg) file options
Option
Description
Active-Link-Dir
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.
Active-Link-Shell
(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 AR System
Administration: Server Information form. See Configuring AR System
servers on page 112 for more information.
Admin-Only-Mode
Alert-Check-Users
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).
Alert-Connect-Retries2
The number of times the server will retry the connection attempt when
connecting to an alert client fails. The default is 1 retry.
Alert-Log-File
The name of the file to use if alert tracing is turned on (see Debug-mode
on page 260). This argument is expressed as the full path name.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
249
Description
Alert-Ignore-Actual-ClientIP2
Modifies the server behavior when connecting to alert clients that have
registered with the server. When set to T (true), the server uses the IP
address that the client indicated when it registered with the server. When
set to F (false), the server uses the actual IP address that the registration call
came from, which may be different in an environment with a load balancer
or firewall. The default is F (false).
Environments where alert clients connect to the server through a load
balancer must set this configuration item to T (true) to avoid having the
server use the load balancer IP address when trying to connect to alert
clients.
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-ProcessString
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.
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
Alternate-Approval-Reg2
The name of the file to use if API tracing is turned on (see Debug-mode
on page 260). This argument is expressed as the full path name.
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
250
Configuring
ar.conf (ar.cfg)
Description
Approval-Defn-CheckInterval2
The interval (in seconds) at which the Approval Server will check for
changed or updated data in the data definition forms.
Approval-Log-File2
Approval-Notify
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-Socket2
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-Dir2
ARDBC-LDAP-Base-DN2
ARDBC-LDAP-Cache-TTL2
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-MaxSize2
Specifies the size limit (in bytes) for the cache. Set to 0 for no size limit. The
default is 32768 bytes.
ARDBC-LDAP-Cert-DB2
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 looks 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.
ARDBC-LDAP-Cert-Name2
ARDBC-LDAP-Connect-Timeout
Specifies the number of seconds that the plug-in waits 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 ExternalAuthentication-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
ARDBC-LDAP-Drop-LargeValues2
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
251
Description
2
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 uses localhost
as the host name. For example:
ARDBC-LDAP-Hostname
ARDBC-LDAP-Hostname: server1.eng.remedy.com
ARDBC-LDAP-Key-DB2
ARDBC-LDAP-Key-Password
2
ARDBC-LDAP-Page-Size
For example:
ARDBC-LDAP-Page-Size: 1000
For information about ARDBC LDAP, see the Integrating with Plug-ins and
Third-Party Products guide.
ARDBC-LDAP-Port2
ARDBC-LDAP-Time-Format2
Maps date and time data into one of several formats that various
LDAP servers recognize.
Valid values are as follows:
ARDBC-LDAP-Use-Cache2
ARDBC-LDAP-User-DN2
The distinguished name (DN) of the user account that the ARDBC LDAP
plug-in uses to search and modify the contents of the directory service. For
example:
ARDBC-LDAP-User-DN: server1\admin
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
252
Configuring
ar.conf (ar.cfg)
Description
2
ARDBC-LDAP-UsingSSL
AREA-LDAP-Bind-Password2
The password of the user account that the AREA LDAP plug-in uses to
find the user object using the User Search filter. If the Distinguished Name
is not specified, the AREA LDAP plug-in uses an anonymous login to find
the user object.
If the target directory service does not allow anonymous access, you must
specify a Distinguished Name and Password; otherwise, the plug-in
cannot determine the distinguished name of the user.
AREA-LDAP-Bind-User2
The distinguished name (DN) of the user account that the AREA LDAP
plug-in uses to find the user object using the User Search filter. If the DN
is not specified, the AREA LDAP plug-in uses an anonymous login to find
the user object.
If the target directory service does not allow anonymous access, you must
specify a Distinguished Name and Password; otherwise, the plug-in
cannot determine the distinguished name of the user.
An example of this option is:
AREA-LDAP-Bind-User: ldapesslab\admin
AREA-LDAP-Cert-DB2
The directory name of the certificate database. The cert7.db and key3.db
certificate database files are in this directory. If the directory is not
specified, the LDAP plug-in looks under the AR System installation
directory for these files. This path is used only when ARDBC-LDAPUsingSSL is set to T.
AREA-LDAP-Chase-Referral2
AREA-LDAP-Connect-Timeout2
AREA-LDAP-Email2
The name of the attribute that specifies the email address of the user. This
attribute corresponds to the Email Address field in AR System User form.
If the attribute is not specified, the specified default or a system default is
applied.
AREA-LDAP-Email-Default2
The value that the AREA LDAP plug-in uses if the AREA-LDAP-Email
parameter is not specified or has no value for the user.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
253
Description
2
AREA-LDAP-Group-Base
AREA-LDAP-Group-Default2
AREA-LDAP-Group-Filter2
The LDAP search filter used to locate the groups to which this user
belongs.
The following keywords are used to substitute runtime parameters into
this option. Note that the backwards slash (\) is necessary.
AREA-LDAP-Hostname2
The host name of the system on which the directory service is running. If
left blank, the AREA LDAP plug-in uses localhost as the host name.
AREA-LDAP-Lic2
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-LicApp2
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-Default2
AREA-LDAP-Lic-Default2
The value the AREA LDAP plug-in uses if the AREA-LDAP-Lic attribute is
not specified or has no value for the user.
AREA-LDAP-LicFTS2
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.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
254
Configuring
ar.conf (ar.cfg)
Description
2
AREA-LDAP-LicFTS-Default
AREA-LDAP-LicMask2
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:
0No licenses returned from the AREA LDAP plug-in are used.
1Write license from the plug-in is used.
2Full Text Search (FTS) license from the plug-in is used.
3Write license and FTS license from the plug-in are used.
4Reserved license from the plug-in is used.
5Reserved license and Write license from the plug-in are used.
6FTS License and Reserved license from the plug-in are used.
7Write license, FTS license, and Reserved license from the plug-in are
used.
If the license is not used from the plug-in, the license information in the
user's User entry is used.
AREA-LDAP-LicMask-Default2
AREA-LDAP-LicRes12
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.
AREA-LDAP-LicRes1-Default2
AREA-LDAP-Notify-Meth2
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.
AREA-LDAP-Notify-MethDefault2
AREA-LDAP-Port2
The port number on which the directory service is listening for clients.
2
AREA-LDAP-Use-Groups
Retrieves the group information from the LDAP server. If this parameter
is not set, the group information from AR System Group form is used.
AREA-LDAP-User-Base2
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.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
255
Description
2
AREA-LDAP-User-Filter
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.
AREA-LDAP-UseSSL2
Arerror-Exception-List2
Enables you to list the errors that you want to trigger a dump of the current
stack in the arerror.log file. To list the errors, separate each error number
with a semicolon (for example, 123;345;).
ARF-Java-Class-Path2
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\log4jcore.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\ttbytecode.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
2
ARF-Java-VM-Options
1
2
The Java command options for a virtual machine (VM). The options are
documented in the Javadocs.
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
256
Configuring
ar.conf (ar.cfg)
Description
Arfork-Log-File
The name of the file to use if arforkd tracing is turned on (see Debugmode on page 260). This argument is expressed as the full path name. This
file is not subject to the maximum file size specified in the Max-Log-FileSize option.
Authentication-ChainingMode
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:
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
257
Description
2
Cache-Display-Properties
Indicates how the server caches form display properties. The form display
property is the background image of the form view and the display
property of each form field. The following values are valid:
0: Do not cache any form display property. (This can negatively impact
the performance of BMC Remedy User and the server if a form is
changed, but it reduces the amount of memory used in the server cache.)
1: Cache the views background images, but not field display properties.
2: Cache field display properties, but not the views background image.
3: Cache all form display properties.
Cancel-Query-Option2
Changed-By-Another-Check
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).
Clustered-Index
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.
Create-Entry-DeadLockRetries2
Create-Entry-DeadLockRetries-Delay2
Crossref-Blank-Password
A flag indicating how the system responds when a users 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).
Currency-Ratio-ClientRefresh-Interval2
DB2-Database-Alias
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
258
Configuring
ar.conf (ar.cfg)
Description
DB2-Free-Lob-LocatorFrequency2
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.
DB2-Server-Name
Dbhome-directory
Db-Case-Insensitive1
Db-Character-Set2
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 DbCharacter-Set value.)
The values of this field are as follows:
Db-Connection-Retries
Number of times the AR System Server will retry a lost connection to the
database. The default is 100.
Db-Max-Attach-Size2
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.
Db-Max-Text-Size2
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
4,194,308 bytes. 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.
Db-name1
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.
Db-password
1
2
The database password associated with the ARSystem database and table
space (applicable for Sybase, MS SQL, Oracle, and 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
the AR System Administration: Server Information form to encrypt it.
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
259
Description
1
Db-user
The user name that AR System uses to access the underlying database
(Oracle, Sybase, or MS SQL). The default is ARAdmin.
Debug-GroupId
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.
Debug-mode
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
260
Configuring
ar.conf (ar.cfg)
Description
Debug-mode (continued)
Default-AllowableCurrencies2
Default-FunctionalCurrencies2
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
261
Description
2
Default-Order-By
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).
Default-Web-Path
The URL to the directory path for the default web server pointing to the
AR System server.
Delay-Recache-Time2
The number of seconds before making the latest cache available to all
threads. Valid values for this option are 0 to 3600 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.
Disable-Admin-Ops
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-Archive2
Allows archive to be disabled (T) or enabled (F) when the server starts up.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
262
Configuring
ar.conf (ar.cfg)
Description
2
Disable-Client-Operation
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
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
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
263
Description
2
Disable-Client-Operation
(continued)
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 155.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
264
Configuring
ar.conf (ar.cfg)
Description
Disable-Non-Unicode-Clients
Disable-User-CacheUtilities
Display-General-AuthMessage2
In a browser:
The name of the file to use if distributed server tracing is turned on (see
Debug-mode on page 260). This argument is expressed as the full path
name.
Distributed-RPC-Socket
The specific AR System server to use for the distributed server. By default,
the distributed server runs in the queues like any other user.
Domain-Name2
Changes the domain name portion of the fully qualified server name. By
default, a server determines the domain name from the network interface.
In rare circumstances, this method does not achieve the desired result due
to unexpected network card configurations. In those instances, this option
can be used to override the domain name derived from the network
interface.
DSO-Cache-Check-Interval2
1
2
Sets the number of seconds between DSO checks for changes to the source
and target forms.
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
265
Description
DSO-Error-Retry-Option
Determines the behavior within the DSO process for retrying after an
error. The settings are as follows:
errors.
For example:
DSO-Error-Retry-Option: 2
DSO-Host-Name2
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-Socket2
The RPC program number that DSO uses. This setting is optional.
DSO-Mark-Pending-RetryFlag2
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.
DSO-Max-Pending-RecordsPer-Query2
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 1000.
DSO-Merge-DupID-Overwrite2
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.
DSO-Polling-Interval2
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 7200. 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-Target-Password: <server_name>:<encrypted_password>
DSO-Timeout-Normal2
1
2
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 21600 (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.
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
266
Configuring
ar.conf (ar.cfg)
Description
DSO-User-Password
Email-Import-Form-ByDefault2
Email-Notify-From2
Email-Timeout2
Sets the maximum amount of time that arserverd waits for a return value
from sendmail. This parameter was valid in versions 4.5.1 through 5.0.1,
but was made obsolete with the introduction of the Email Engine in
version 5.1.0 of AR System.
Encrypt-Data-EncryptionAlgorithm2
Encrypt-Public-KeyAlgorithm2
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 86400 seconds (24 hours).
Encrypt-Security-Policy2
Encrypt-Session-HashEntries2
1
2
0: Encryption between the client and server is allowed, but not required.
The size of the hash table that holds the encrypted session information. The
default is 509, there is no maximum.
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
267
Description
Encrypt-Symmetric-Data-KeyExpire2
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 Debugmode on page 260). This argument is expressed as the full path name.
Exception-DiagnosticOption2
External-AuthenticationGroup-Mapping2
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
268
Configuring
ar.conf (ar.cfg)
Description
External-AuthenticationReturn-Data-Capabilities2
A bit mask that enables 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, enabling server optimization.
Acceptable values are
External-AuthenticationRPC-Timeout
The RPC timeout (in seconds) used when making calls to the
authentication (AREA) server. The default value is 30 seconds.
External-AuthenticationSync-Timeout
Filter-Api-Timeout
Indicates the time limit (in seconds) allowed for the Filter API RPC to
respond to the servers request before returning an error. The minimum
value is 0, and the maximum is 300. The default is 40 seconds.
Filter-Log-File
The name of the file to use if filter tracing is turned on (see Debug-mode
on page 260). This argument is expressed as the full path name.
Filter-Max-Stack
Filter-Max-Total
The maximum number of filters that the server will execute for a given
operation. The default value is 10000.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
269
Description
Flush-Log-Lines
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 to buffer the
logged lines. The default value is T (the logged lines will be written to disc).
Full-Text-Case-Option
Full-Text-CollectionDirector1
The location in the file system where search engine index files are stored.
Full-Text-ConfigurationDirectory
The location in the file system where search engine configuration files are
stored.
Full-Text-Disable-Indexing
Controls whether 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. The options are T (true) and F (false). The
default is F (do not disable).
Full-Text-Disable-Searching
Controls whether the server uses the full text search engine for searching.
When disabled, the server uses the search capability of the underlying
database, whether a user has a full text license. The options are T (true) and
F (false). The default is F (do not disable).
Full-Text-Indexer-Log-File
The name of the file to use if full text indexer tracing is turned on (see
Debug-mode on page 260). This argument is expressed as the full path
name.
Full-Text-Indexer-OptimizeThreshold
Full-Text-Indexer-RecoveryInterval
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.
Full-Text-License-Timeout
Full-Text-Match-Option
Defines how the server modifies qualifications received from the client.
The options are:
Full-Text-Search-ThresholdHigh
1
2
During the processing of search results, the server combines results from
subqueries to arrive at the final result set. If the number of rows created
during processing exceeds this value, the server returns an error message
indicating the search is too complex. The default value is 1,000,000.
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
270
Configuring
ar.conf (ar.cfg)
Description
Full-Text-Search-ThresholdLow
While processing search results, the server creates a temporary table if the
number of FTS matches reaches this value. If the number of FTS matches
is under this value, the server uses the SQL IN operator for a query on an
existing table. The default value is 200.
Full-Text-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.
GetListEntry-Server-DateFormat2
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-Prefix2
The character string used as a prefix for GUID strings that are generated
by filters.
Homepage-Form
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
Informix-Relay-Module1
Specifies the environment setting for the path for the Informix relay
module (applicable for Informix databases only).
Informix-TBConfig1
The name of the configuration file for the underlying database (applicable
for Informix databases only). The default name is onconfig.
Init-Form2
Specifies a form that will be opened every time any client logs into the
system. (Note that this does not work on the mid tier.) 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.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
271
Description
Internal-User-Info-HashLists2
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
License-Timeout
Localized-Server
Locked-Workflow-Log-Mode2
Log-File-Append
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
272
Configuring
ar.conf (ar.cfg)
Description
2
Map-IP-Address
Firewall table
of IP addresses
10.5.119.83
ALERT
Client
123.45.55.90
10.26.55.65
10.5.119.83
123.45.55.90
Internal table of
IP address mappings
Map-IP-Address: 10.5.119.83
123.45.67.89
Max-Log-File-Size
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.
Max-Notify-Mail-Line-Len2
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
273
Description
Max-Password-Attempts
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 clients 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.
Minimum-CMDB-API-Version
Specifies the oldest CMDB API version with which the server will
communicate. The default value of this variable is 3. If the version of a
CMDB call is smaller than this variable, the server will refuse the call.
This variable is independent from the Minimum-API-Version option.
Multiple-ARSystem-Servers
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
Next-ID-Commit2
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 T
(true). If the parameter is set to F (false), the transaction to generate the next
ID is included as part of the create entry transaction. Set the value to T to
increase efficiency and for debugging. The default is F.
This option does not work with Informix databases.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
274
Configuring
ar.conf (ar.cfg)
Description
NextID-Block-Size
Allocates next IDs in blocks rather than one at a time. Allocating in blocks
increases performance during a create operation.
Edit the NextID-Block-Size value to a positive number (up to 1000), for
example:
NextID-Block-Size: 50
The base URL that appears in email notifications. If this option is not used,
the Default-Web-Path is used. (Notification-Web-Path 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.)
Oracle-Bulk-Fetch-Count2
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-Sharing2
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
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
275
Description
Oracle-Dblink-CharacterSet2
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
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,
searching on these fields will return an error. CLOBs can use the operator
LIKE, but not =. The default is T (allow search on CLOBs).
Oracle-SID1
Oracle-Clob-Storage-In-Row
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.
Oracle-Two-Task
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).
Plugin2
File name of one or more plug-ins that the plug-in server 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
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
276
Configuring
ar.conf (ar.cfg)
Description
2
Plugin-ARDBC-Threads
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>]
Specifies whether the plug-in server will accept calls from a remote server.
Valid values are T and F. If the option is set to T, the plug-in server 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-Threads2
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>]
The name of the file to use if plug-in tracing is turned on (see Debugmode on page 260). This argument is expressed as the full path name.
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
277
Description
Plugin-Log-Level
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.
Plugin-Loopback-RPC-Socket2
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: 390621390634, 390636390669, and 390680390694.
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.
Plugin-Password
If this option is specified, the plug-in server 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, the plug-in server will accept connections
from AR System servers that have not been configured to use a password.
Plugin-Path2
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>]
Windows
Plugin-Path: C:\Program Files\AR System\arserver;C:\Program
Files\AR System\common\xyz
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
278
Configuring
ar.conf (ar.cfg)
Description
2
Plugin-Port
The port number on which the plug-in server waits for incoming requests.
Preference-Server-Option
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-Location2
Read-Only-Tran-Off2
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
2
1Form
2Field
3Menu
4Filter
5Import
6Active Link
7Escalation
8View
9Container
10User
11Group
12Server Setting
13Alert Client Registration
14Archive
15Server Group Actions
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
279
Description
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
RPC-Non-Blocking-IO2
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.)
1
2
Fix for Authorized Problem Analysis Report (APAR) IY61602 - AIX 5.3
Fix for APAR IY61409 - AIX 5.2
Fix for APAR IY61598 - AIX 5.1
Fix for APAR IY71557 - AIX 5.2
Fix for APAR IY71632 - AIX 5.3
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
280
Configuring
ar.conf (ar.cfg)
Description
Save-Login
A value indicating whether users must log in to client tools. Allows users
to save a previous login of their choice.
SCC-Comment-Checkout
SCC-Enabled
SCC-Integration-Mode
SCC-Provider-Name
The name of the Source Code Control Provider name; for example, Visual
Source Safe.
SCC-Target-Dir
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.
Select-Query-Hint2
The text to be used in a query hint (in the WITH clause of a SELECT
statement) when queries are supplied to SQL Server databases. This
parameter works only on queries triggered by GLE, GLEWF, and GME API
calls.
If this configuration item is an empty string or is not present, no WITH
clause is generated. Consult your SQL Server to determine the
appropriateness of using this feature in your environment.
The Select-Query-Hint option is commonly used with a NOLOCK setting
for allowing queries to execute without being blocked by simultaneous
updates, thereby improving performance. For example, to allow SQL
Server to read data in the process of being updated and avoid blocking,
specify:
Select-Query-Hint: NOLOCK
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
281
Description
2
Server-Connect-Name
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.
Server-Group-Email-AdminPort2
Server-Group-FlashboardsAdmin-Port2
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
Server-Group-Signal-Option2
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 155.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
282
Configuring
ar.conf (ar.cfg)
Description
Server-Name
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-Plugin-Alias2
Note that the alias and real plug-in names can be identical if you are simply
locating the plug-in on a remote host. To run more than one instance of the
plug-in on the same or different hosts, create different aliases that
reference the same plug-in running on their respective hosts.
Server-Plugin-DefaultTimeout
The number of seconds within which the plug-in server 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-TargetPassword
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
283
Description
Server-Side-Table-ChunkSize
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.
Server-Stats-Rec-Interval
Defines (in seconds) how often the server will record server statistics. The
default is 60 seconds.
Server-Stats-Rec-Mode
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
The name of the file to use if SQL tracing is turned on (see Debug-mode
on page 260). This argument is expressed as the full path name.
SQL-Secure-Connection
SQL-Server-Set-ANSIDefaults2
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
284
Configuring
ar.conf (ar.cfg)
Description
Submitter-Mode
Suppress-warnings2
Sybase-Character-Set1
Sybase-Server-Name1
The logical server name of the underlying database (applicable for Sybase
and MS SQL databases only). The default name is SYBASE.
System-Logging-Options2
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.
TCD-Specific-Port
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.
Thread-Log-File
The name of the file to use if thread tracing is turned on (see Debugmode on page 260). This argument is expressed as the full path name.
Track-Admin-Op-Progress2
Two-Digit-Year-Cutoff2
An integer that specifies the cutoff year for interpreting a two-digit year as
a four-digit year. For example, if the two-digit cutoff year is 2040, a twodigit year would fall between 1941 and 2040. 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.
Two-digit 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 2031.
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Appendix B
285
Description
Use-Password-File
Use-Server-Connect-Name-InStats2
A flag indicating if the server name configured by the Server-ConnectName option (see page 282) should be used as the value for the Server
Name field when creating Server Statistics form entries.
The default behavior is to use the host name (or server alias if configured)
with the domain name appended. Setting the Use-Server-ConnectName-In-Stats option to T will use the Server-Connect-Name. If there is
no Server-Connect-Name configured, then the default behavior occurs.
The Use-Server-Connect-Name-In-Stats option allows the server to
enter a unique server name into the Server Statistics form when running in
a server group (when you want server-specific statistics). When a common
server alias is defined for all servers in a server group, the default behavior
is as follows: the same server name is used for all servers, effectively
combining the statistics for all servers in the group.
The default for this option is F (False).
User-Log-File
The name of the file to use if user tracing is turned on (see Debug-mode
on page 260). This argument is expressed as the full path name.
XML-VUI-Export-Default-IsLocalized2
1
2
Options you can view (but not set) using the AR System Administration: Server Information form.
Options you cannot set or view using the AR System Administration: Server Information form.
Environment
ARCONFIGDIR
UNIX onlySpecifies 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.
Examples
The location of the data directory for this server is /usr/ar/db. The location of the
SQL database files is /usr/SQL-DB.
286
Configuring
ardb.conf (ardb.cfg)
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.
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 {
d Place the closing brace on its own line below the clause line.
Appendix B
287
If an index contains multiple fields, add several field ID lines before the clause
for that index.
c 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.
d Place the closing brace in a line of its own below the clause line for the index.
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
immediatelychanges occur when the table (or index) is restructured.
Synopsis
Examples
288
Configuring
Windows<ar_config_dir>\Conf\ardb.cfg
The following example shows ardb configuration file information for the HDAnswer 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.
ardb.conf (ardb.cfg)
Form:HD-Answer
Clause:TABLESPACE seg2
Field {
Id:536870913
Clause: NOT FOR REPLICATION
}
Index {
Id:2
Id:7
Clause:PCTFREE 70
}
Index {
Id:4
Clause:PCTFREE 70
}
The following examples show how you can use the ardb.conf file to create indexes
using the Oracle UPPER function:
To specify that all indexes created for a form should be functional indexes using
Oracles UPPER function, use the following syntax:
Form: <form_name>
Index {
Oracle-All-Upper-Index
}
To create a functional composite index using Oracles UPPER function, use the
following syntax:
Form: <form name>
Index {
Id:<field_ID>
Id:<field_ID>
Oracle-Upper-Index
}
Appendix B
289
armonitor.conf (armonitor.cfg)
Description
Synopsis
Options
Description
Environment-variable
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.
290
Configuring
Appendix
AR 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:
Appendix C
291
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 email 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 248.
armonitor (armonitor.exe)
Description
The armonitor process starts and restarts the AR System server, AR System plugin 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.
Synopsis
Options
UNIX onlyName 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.
292
Configuring
arplugin (arplugin.exe)
Description
Synopsis
Options
The arplugin process executes the C-based plug-in server, which implements and
deploys several server-side APIs. The armonitor process initiates arplugin.
arplugin [-i <install_directory>] [-m] [-s <server_name>]
ARINSTALLDIR
The directory where the AR System server was installed. The -i option takes
precedence over this environment variable.
UNIXThe default is /usr/ar.
WindowsThe 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 C:\arservdb.
ARCONFIGDIR
The directory where the ar.conf (ar.cfg) configuration file is stored. The -i option
takes precedence over this environment variable.
The default is the conf subdirectory of the AR System server installation directory
(/usr/ar/conf on UNIX and C:\Program Files\AR System\Conf on Windows).
arserverd (arserver.exe)
Description
Appendix C
293
You can specify the following options in any order on the command line:
-i
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).
ARDATE
294
Configuring
ARTIMEONLY
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
Windows
<ar_install_dir>Conf\ar.cfg
C:Program Files\Common Files\arsystem\licenses\<server_name>\arsystem.lic
<win_sys_dir>\drivers\etc\services
The Java plug-in server is an alternative to the C-based plug-in server. It supports
C plug-ins and Java plug-ins using a new Java plug-in API. The armonitor process
initiates the Java plug-in server.
Synopsis
Options
The name of the host where the AR System server is running. Used by C plugins.
-i
The directory where the AR System server was installed. Used by C plug-ins
to locate the ar.cfg or ar.conf file.
-m
log4j_pluginsvr.xml
pluginsvr_config.xml
These configuration files must be in the class path. See the sample
log4j_pluginsvr.xmland pluginsvr_config.xml files for descriptions of the
configuration options.
Appendix C
295
External utilities
arcache (arcache.exe)
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 command
prompt:
set ARTCPPORT=2020
Synopsis
Options
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.
-g
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;".
-G
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.
296
Configuring
External utilities
-i
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.
-q
Specifies the qualification for a computed group only. Specify this option as
"\ "A\ " OR 121 ", "121 OR Demo ".
-t
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.
-lw
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.
-m
Specifies the default email address for sending messages (applicable for
adding or updating users only).
-n
Specifies the name of the user or group (required for add operations,
recommended for delete operations).
-p
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.
-x
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.
Appendix C
297
-u
ARCONFIGDIR
UNIX onlySpecifies 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.
Examples
Add a new user, Sam Johnson, to the access control cache of all AR System servers.
Use 000000000000104 as the Request ID, samj@bmc.com as the default email address,
and notifier as the default alert mechanism. The syntax is as follows:
arcache -Ua -e000000000000104 -n "Sam Johnson"-m "samj@bmc.com" -x 1
To add a group ID, group type, and specify a computed group with a qualification,
the syntax is as follows:
arcache -Ga -e000000000000106 -n "TEMPADMIN" -i 8989 -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-CacheUtilities on page 265.
Files
UNIX$ARCONFIGDIR/ar
WindowsUses a ServerList Registry value.
298
Configuring
External utilities
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 command prompt:
set ARTCPPORT=2020
Synopsis
Options
You can specify the following options in any order on the command line. Specify
attributes within double quotes:
-a
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.
Appendix C
299
-g
Specifies the name of the source form for reloading group requests (required
if you do not specify the -u option).
-h
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.
-p
Specifies the password for the user specified by the -a option (required if a
password is defined for that user).
-s
Specifies the name of the source form for reloading user requests (required if
you do not specify the -g option).
-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
ARCONFIGDIR
UNIX onlySpecifies 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.
Examples
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
300
Configuring
UNIX$ARCONFIGDIR/ar
External utilities
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.
Options
Causes the server to update internal Alert user information using the details
provided in sigArgument. For more information, see Using a Hardware Load
Balancer with BMC Remedy Action Request System. This white paper is
available from the BMC Remedy Customer Support website at http://
www.bmc.com/support_home.
-b
Causes the server to reload information from its configuration file ar.conf
(ar.cfg).
-d
Causes the server to reload group and data dictionary information from the
database.
-l
Appendix C
301
302
Configuring
Appendix
Appendix D
303
Examples
MM/dd/yyyy
Month, Day, Year (leading zero for single-digit months, leading zero
for single-digit days, four-digit year)
01/01/2005
01/15/2005
MM/dd/yy
Month, Day, Year (leading zero for single-digit months, leading zero
for single-digit days, two-digit year)
01/01/05
01/15/05
MM/d/yyyy
01/1/2005
01/15/2005
MM/d/yy
01/1/05
01/15/05
M/dd/yyyy
Month, Day, Year (leading zero for single-digit days, four-digit year)
1/01/2005
1/15/2005
M/dd/yy
Month, Day, Year (leading zero for single-digit days, two-digit year)
1/01/05
1/15/05
M/d/yyyy
1/1/2005
1/15/2005
M/d/yy
1/1/05
1/15/05
dd/MM/yyyy
Day, Month, Year (leading zero for single-digit days, leading zero for 01/01/2005
15/01/2005
single-digit months, four-digit year)
dd/MM/yy
Day, Month, Year (leading zero for single-digit days, leading zero for 01/01/05
15/01/05
single-digit months, two-digit year)
dd/M/yyyy
Day, Month, Year (leading zero for single-digit days, four-digit year)
01/1/2005
15/1/2005
dd/M/yy
Day, Month, Year (leading zero for single-digit days, two-digit year)
01/1/05
15/1/05
d/MM/yyyy
1/01/2005
15/01/2005
d/MM/yy
1/01/05
15/01/05
304
Configuring
Examples
d/M/yyyy
1/1/2005
15/1/2005
d/M/yy
1/1/05
15/1/05
yyyy/MM/dd
2005/01/01
2005/01/15
yyyy/MM/d
2005/01/1
2005/01/15
yyyy/M/dd
Year, Month, Day (four-digit year, leading zero for single-digit days)
2005/1/01
2005/1/15
yyyy/M/d
2005/1/1
2005/1/15
yy/MM/dd
Year, Month, Day (two-digit year, leading zero for single-digit months, 05/01/01
05/01/15
leading zero for single-digit days)
yy/MM/d
05/01/1
05/01/15
yy/M/dd
Year, Month, Day (two-digit year, leading zero for single-digit days)
05/1/01
05/1/15
yy/M/d
05/1/1
05/1/15
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, yy
January 01, 05
MMMM d, yyyy
January 1, 2005
MMMM d, yy
January 1, 05
MMM dd, yy
Jan 01, 05
Appendix D
305
Format
Example
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
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
Additional characters
If you need to include additional characters in your custom date or time display,
include them in single quotes.
306
Configuring
Format
Example
Date MM/dd/yy
Date 01/01/05
Time hh:mm:ss a
Time 01:23:45 AM
Appendix
Appendix E
307
access this form from the AR System Administration Console in a browser or BMC
Remedy User; simply click System > General > Review Server Events.
The AR System Administration: Server Information form appears.
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 323.
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 AR System Administration: Server
Information form enable you to specify which activities you want to record to the
form. For more information about selecting Server Events options, see Server
informationServer Events tab on page 139.
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.
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.
308
Configuring
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.
#define AR_SVR_EVENT_CHG_FIELD
#define AR_SVR_EVENT_CHG_CHARMENU
#define AR_SVR_EVENT_CHG_FILTER
#define AR_SVR_EVENT_CHG_IMPORT
#define AR_SVR_EVENT_CHG_ACTLINK
#define AR_SVR_EVENT_CHG_ESCAL
#define AR_SVR_EVENT_CHG_VUI
#define AR_SVR_EVENT_CHG_CONTAINER
#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 311.
Appendix E
309
User/Group changes
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 314.
User and group changes are recorded in the following cases:
310
Configuring
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 321.
Appendix E
311
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.
Event Type: 1 to 9
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.
NOTE
In the following table, Causes 0 and 1 refer to the import operation.
Table E-1: Server object changes
Type
Cause
Cause Description
Event Details 1
0 or 8
ARSetSchema
form name
1 or 9
ARCreateSchema
form name
10
ARDeleteSchema
form name
0 or 13
ARSetField
312
Configuring
Event Details 2
Event Details 3
old form name
form name
Cause
Cause Description
Event Details 1
Event Details 2
1 or 14
ARCreateField
form name
43
ARDeleteField
form name
56
ARDeleteMultiple
Fields
0 or 17
ARSetCharMenu
menu name
1 or 18
ARCreateCharMenu
menu name
19
ARDeleteCharMenu
menu name
0 or 22
ARSetFilter
filter name
1 or 23
ARCreateFilter
filter name
24
ARDeleteFilter
filter name
35
ARImport
0 or 39
ARSetActiveLink
1 or 40
ARCreateActiveLink
41
ARDeleteActiveLink
0 or 49
ARSetEscalation
escalation name
1 or 50
ARCreateEscalation
escalation name
51
ARDeleteEscalation
escalation name
0 or 63
ARSetVUI
form name
1 or 64
ARCreateVUI
form name
65
ARDeleteVUI
form name
0 or 75
ARSetContainer
container name
1 or 76
ARCreateContainer
container name
77
ARDeleteContainer
container name
Event Details 3
Event Type: 10
Event Details 1: Entry ID of the user and the user login name
Appendix E
313
Event Type: 11
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 users login name from YY to ZZ, ZZ will be recorded as the
users 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
314
Configuring
Type
Cause
Cause Description
Event Details 1
10
User added
10
User modified
10
User deleted
11
Group added
11
Group modified
11
Group deleted
Event Type: 12
Event Details 1: The input datatype and input value to the SetServerInfo call
(For more information, see Datatypes values on page 319.)
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
Cause
Cause Description
Event Details 1
12
AR_SERVER_INFO_ALLOW_GUESTS
datatype; value
12
AR_SERVER_INFO_USE_ETC_PASSWD
datatype; value
12
AR_SERVER_INFO_XREF_PASSWORDS
datatype; value
12
AR_SERVER_INFO_DEBUG_MODE
datatype; value
Appendix E
315
316
Configuring
Type
Cause
Cause Description
Event Details 1
12
10
AR_SERVER_INFO_DB_PASSWORD
datatype; value
12
15
AR_SERVER_INFO_SET_PROC_TIME
datatype; value
12
16
AR_SERVER_INFO_EMAIL_FROM
datatype; value
12
17
AR_SERVER_INFO_SQL_LOG_FILE
datatype; value
12
18
AR_SERVER_INFO_FLOAT_TIMEOUT
datatype; value
12
20
AR_SERVER_INFO_UNQUAL_QUERIES
datatype; value
12
21
AR_SERVER_INFO_FILTER_LOG_FILE
datatype; value
12
22
AR_SERVER_INFO_USER_LOG_FILE
datatype; value
12
28
AR_SERVER_INFO_MAX_ENTRIES
datatype; value
12
31
AR_SERVER_INFO_ESCALATION_LOG_FILE
datatype; value
12
33
AR_SERVER_INFO_SUBMITTER_MODE
datatype; value
12
34
AR_SERVER_INFO_API_LOG_FILE
datatype; value
12
37
AR_SERVER_INFO_FTEXT_TIMEOUT
datatype; value
12
45
AR_SERVER_INFO_DS_RPC_SOCKET
datatype; value
12
46
AR_SERVER_INFO_DS_LOG_FILE
datatype; value
12
47
AR_SERVER_INFO_SUPPRESS_WARN
datatype; value
12
50
AR_SERVER_INFO_SAVE_LOGIN
datatype; value
12
57
AR_SERVER_INFO_CACHE_LOG_FILE
datatype; value
12
59
AR_SERVER_INFO_THREAD_LOG_FILE
datatype; value
12
65
AR_SERVER_INFO_TCD_TCP_PORT
datatype; value
12
66
AR_SERVER_INFO_DSO_DEST_PORT
datatype; value
12
78
AR_SERVER_INFO_NFY_TCP_PORT
datatype; value
12
79
AR_SERVER_INFO_FILT_MAX_TOTAL
datatype; value
12
80
AR_SERVER_INFO_FILT_MAX_STACK
datatype; value
12
81
AR_SERVER_INFO_DEFAULT_ORDER_BY
datatype; value
12
82
AR_SERVER_INFO_DELAYED_CACHE
datatype; value
12
83
AR_SERVER_INFO_DSO_MERGE_STYLE
datatype; value
12
84
AR_SERVER_INFO_EMAIL_LINE_LEN
datatype; value
12
85
AR_SERVER_INFO_EMAIL_SYSTEM
datatype; value
12
86
AR_SERVER_INFO_INFORMIX_RELAY_MOD
datatype; value
12
87
AR_SERVER_INFO_PS_RPC_SOCKET
datatype; value
12
88
AR_SERVER_INFO_REGISTER_PORTMAPPER
datatype; value
12
89
AR_SERVER_INFO_SERVER_NAME
datatype; value
12
90
AR_SERVER_INFO_DBCONF
datatype; value
12
92
AR_SERVER_INFO_AP_RPC_SOCKET
datatype; value
12
93
AR_SERVER_INFO_AP_LOG_FILE
datatype; value
12
94
AR_SERVER_INFO_AP_DEFN_CHECK
datatype; value
12
95
AR_SERVER_INFO_MAX_LOG_FILE_SIZE
datatype; value
Cause
Cause Description
Event Details 1
12
96
AR_SERVER_INFO_CLUSTERED_INDEX
datatype; value
12
97
AR_SERVER_INFO_ACTLINK_DIR
datatype; value
12
98
AR_SERVER_INFO_ACTLINK_SHELL
datatype; value
12
99
AR_SERVER_INFO_USER_CACHE_UTILS
datatype; value
12
100
AR_SERVER_INFO_EMAIL_TIMEOUT
datatype; value
12
102
AR_SERVER_INFO_ENCRYPT_AL_SQL
datatype; value
12
103
AR_SERVER_INFO_SCC_ENABLED
datatype; value
12
104
AR_SERVER_INFO_SCC_PROVIDER_NAME
datatype; value
12
105
AR_SERVER_INFO_SCC_TARGET_DIR
datatype; value
12
106
AR_SERVER_INFO_SCC_COMMENT_CHECKIN
datatype; value
12
107
AR_SERVER_INFO_SCC_COMMENT_CHECKOUT
datatype; value
12
108
AR_SERVER_INFO_SCC_INTEGRATION_MODE
datatype; value
12
109
AR_SERVER_INFO_EA_RPC_SOCKET
datatype; value
12
110
AR_SERVER_INFO_EA_RPC_TIMEOUT
datatype; value
12
111
AR_SERVER_INFO_USER_INFO_LISTS
datatype; value
12
112
AR_SERVER_INFO_USER_INST_TIMEOUT
datatype; value
12
113
AR_SERVER_INFO_DEBUG_GROUPID
datatype; value
12
115
AR_SERVER_INFO_EA_SYNC_TIMEOUT
datatype; value
12
114
AR_SERVER_INFO_APPLICATION_AUDIT
datatype; value
12
117
AR_SERVER_INFO_SVR_SEC_CACHE
datatype; value
12
118
AR_SERVER_INFO_LOGFILE_APPEND
datatype; value
12
119
AR_SERVER_INFO_MINIMUM_API_VER
datatype; value
12
120
AR_SERVER_INFO_MAX_AUDIT_LOG_FILE_SIZE
datatype; value
12
121
AR_SERVER_INFO_CANCEL_QUERY
datatype; value
12
122
AR_SERVER_INFO_MULT_ASSIGN_GROUPS
datatype; value
12
123
AR_SERVER_INFO_ARFORK_LOG_FILE
datatype; value
12
124
AR_SERVER_INFO_DSO_PLACEHOLDER_MODE
datatype; value
12
126
AR_SERVER_INFO_DSO_SOURCE_SERVER
datatype; value
12
125
AR_SERVER_INFO_DSO_POLLING_INTERVAL
datatype; value
12
128
AR_SERVER_INFO_DSO_TIMEOUT_NORMAL
datatype; value
12
130
AR_SERVER_INFO_ENC_DATA_KEY_EXP
datatype; value
12
131
AR_SERVER_INFO_ENC_PUB_KEY_EXP
datatype; value
12
133
AR_SERVER_INFO_ENC_SEC_POLICY
datatype; value
12
134
AR_SERVER_INFO_ENC_SESS_H_ENTRIES
datatype; value
12
132
AR_SERVER_INFO_ENC_DATA_ENCR_ALG
datatype; value
12
135
AR_SERVER_INFO_DSO_TARGET_CONNECTION
datatype; value
12
137
AR_SERVER_INFO_ORACLE_QUERY_ON_CLOB
datatype; value
12
140
AR_SERVER_INFO_LOCALIZED_SERVER
datatype; value
Appendix E
317
318
Configuring
Type
Cause
Cause Description
Event Details 1
12
141
AR_SERVER_INFO_SVR_EVENT_LIST
datatype; value
12
142
AR_SERVER_INFO_DISABLE_ADMIN_OPERATIONS
datatype; value
12
143
AR_SERVER_INFO_DISABLE_ESCALATIONS
datatype; value
12
144
AR_SERVER_INFO_ALERT_LOG_FILE
datatype; value
12
145
AR_SERVER_INFO_DISABLE_ALERTS
datatype; value
12
146
AR_SERVER_INFO_CHECK_ALERT_USERS
datatype; value
12
147
AR_SERVER_INFO_ALERT_SEND_TIMEOUT
datatype; value
12
148
AR_SERVER_INFO_ALERT_OUTBOUND_PORT
datatype; value
12
151
AR_SERVER_INFO_DSO_USER_PASSWD
datatype; value
12
152
AR_SERVER_INFO_DSO_TARGET_PASSWD
datatype; value
12
153
AR_SERVER_INFO_APP_SERVICE_PASSWD
datatype; value
12
154
AR_SERVER_INFO_MID_TIER_PASSWD
datatype; value
12
155
AR_SERVER_INFO_PLUGIN_LOG_FILE
datatype; value
12
156
AR_SERVER_INFO_SVR_STATS_REC_MODE
datatype; value
12
157
AR_SERVER_INFO_SVR_STATS_REC_INTERVAL
datatype; value
12
158
AR_SERVER_INFO_DEFAULT_WEB_PATH
datatype; value
12
159
AR_SERVER_INFO_FILTER_API_RPC_TIMEOUT
datatype; value
12
160
AR_SERVER_INFO_DISABLED_CLIENT
datatype; value
12
161
AR_SERVER_INFO_PLUGIN_PASSWD
datatype; value
12
162
AR_SERVER_INFO_PLUGIN_ALIAS
datatype; value
12
163
AR_SERVER_INFO_PLUGIN_TARGET_PASSWD
datatype; value
12
164
AR_SERVER_INFO_REM_WKFLW_PASSWD
datatype; value
12
165
AR_SERVER_INFO_REM_WKFLW_TARGET_PASSWD
datatype; value
12
166
AR_SERVER_INFO_EXPORT_SVR_OPS
datatype; value
12
167
AR_SERVER_INFO_INIT_FORM
datatype; value
12
168
AR_SERVER_INFO_ENC_PUB_KEY_ALG
datatype; value
12
169
AR_SERVER_INFO_IP_NAMES
datatype; value
12
170
AR_SERVER_INFO_DSO_CACHE_CHK_INTERVAL
datatype; value
12
171
AR_SERVER_INFO_DSO_MARK_PENDING_RETRY
datatype; value
12
172
AR_SERVER_INFO_DSO_RPCPROG_NUM
datatype; value
12
173
AR_SERVER_INFO_DELAY_RECACHE_TIME
datatype; value
12
174
AR_SERVER_INFO_DFLT_ALLOW_CURRENCIES
datatype; value
12
175
AR_SERVER_INFO_CURRENCY_INTERVAL
datatype; value
12
176
AR_SERVER_INFO_ORACLE_CURSOR_SHARE
datatype; value
12
179
AR_SERVER_INFO_DFLT_FUNC_CURRENCIES
datatype; value
12
180
AR_SERVER_INFO_EMAIL_IMPORT_FORM
datatype; value
12
181
AR_SERVER_INFO_EMAIL_AIX_USE_OLD_EMAIL
datatype; value
12
182
AR_SERVER_INFO_TWO_DIGIT_YEAR_CUTOFF
datatype; value
Cause
Cause Description
Event Details 1
12
183
AR_SERVER_INFO_ALLOW_BACKQUOTE_IN_PROCESS
datatype; value
12
184
AR_SERVER_INFO_DB_CONNECTION_RETRIES
datatype; value
12
189
AR_SERVER_INFO_HOMEPAGE_FORM
datatype; value
12
190
AR_SERVER_INFO_DISABLE_FTS_INDEXER
datatype; value
12
191
AR_SERVER_INFO_DISABLE_ARCHIVE
datatype; value
12
192
AR_SERVER_INFO_SERVERGROUP_MEMBER
datatype; value
12
193
AR_SERVER_INFO_SERVERGROUP_LOG_FILE
datatype; value
12
194
AR_SERVER_INFO_FLUSH_LOG_LINES
datatype; value
12
195
AR_SERVER_INFO_SERVERGROUP_INTERVAL
datatype; value
12
196
AR_SERVER_INFO_JAVA_VM_OPTIONS
datatype; value
12
197
AR_SERVER_INFO_PER_THREAD_LOGS
datatype; value
12
199
AR_SERVER_INFO_SSTABLE_CHUNK_SIZE
datatype; value
12
202
AR_SERVER_INFO_SERVERGROUP_NAME
datatype; value
12
204
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
NULL
AR_DATA_TYPE_NULL
Integer
AR_DATA_TYPE_INTEGER
Character String
AR_DATA_TYPE_CHAR
Appendix E
319
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.
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
320
Configuring
Type
Cause
Cause Description
Event Details 1
13
102
13
103
Event Type: 14
Event Cause: Copy to archive only (1), delete from source only (2), Copy to
archive and delete from source (3)
Cause
Cause Description
14
14
14
Event Details 1
Event Details 2
Event Details 3
<Actual number of
entries copied to
archive> of <Total
number of matches>
Destination form
name
<Actual number of
entries deleted from
source> of <Total
number of matches>
Destination form
name
Appendix E
<Actual number of
Destination form
entries copied to
name
archive and deleted
from source> of <Total
number of matches>
321
Event Type: 15
Cause
Cause Description
15
15
15
322
Event Details 2
Event Details 3
Name of the
operation involved.
Server that an
operation is failing
over from.
Server in group is
relinquishing an
operation
Name of the
operation involved.
Server that is
expected to take over
a relinquished
operation.
Name of the
operation involved.
Null
Configuring
Event Details 1
Server that is
relinquishing an
operation.
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 301.
Appendix E
323
324
Configuring
Appendix
Appendix F
325
Overview
AR System 7.0 introduced 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.
Architecture
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.
326
Configuring
Architecture
Following is a summary of forms you can use to define Business Time 2.0:
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:
Appendix F
327
Business Time
Shared EntityEntity
Scheduling
Business Time
Scheduling Workdays
Business SegmentEntity
Association_Join
Business Time
Workdays form
Scheduling Holidays
Business Time
Shared Entity
form
Business
Segment-Entity
Association
Business Time
Segment form
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.
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 available time (workdays), and
Level 2 time segments are treated as unavailable time (holidays). If no Level 1 time
segments are defined, then all days are considered available.
If holidays are defined at Level 2, they can be overridden by time segments at Level
3 and above. If you do not want to override holidays, define them at a high level.
For more information, see Understanding levels on page 330.
328
Configuring
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 or
higher. Define other time segments at Level 3 and above.
Step 2 Add business time commands to workflow in your application.
Step 3 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
6
5
4
3
2
1
2:00 3:00
Final list
= Available time
= Unavailable
Appendix F
329
Understanding levels
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
1000.
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.
NOTE
Because higher levels of available segments can override Level 2 time segments, if
you do not want to override holidays, define holidays at a level higher than all
other levels.
For all Business Time commands, a higher-level time segment takes precedence
over lower-level time segments, except for the Application-Bus-Time2-Get-FreeWindow command. See Application-Bus-Time2-Get-Free-Window on page 342
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.
330
Configuring
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 354.
3 In the Description field, enter a description for the time segment.
4 In the Availability field, select Available or Unavailable.
5 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 1000.
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 330 for more information about
levels.
Appendix F
331
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 333 for more information.
Create Next FreeFinds 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 FreeFinds 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.
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.
PublishChanges the status from Draft to Published, so the time segment can
be used by business time application commands.
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.
332
Configuring
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 334.
10 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
should end.
13 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
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.
Appendix F
333
page 331.
2 Select the Recurring option for the Duration Type.
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.)
334
Configuring
Monthly
Specified day of every specified month, such as the 24th day every three
months.
Yearly
Every specified week day of a month, such as every second Tuesday of April.
Entry IDAn identifier for an entity to which the time segment is being
applied, such as an asset or a change request.
Entry Owner IDAn 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.
Appendix F
335
Time Segment IDA time segment name that was defined on the Business
Time Segment form. For more information, see Scheduling a time segment on
page 330.
336
Configuring
Entry TypeUsed 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.
Appendix F
337
Application commands
NOTE
Business Time commands work only with Date/Time fields (not Date fields or
Time fields).
Parameters
The following list describes the parameters for the Business Time commands. Each
parameter must be set apart in double quotation marks.
BusinessTimeSegmentNameIdentifier
DurationSpecifies
338
Configuring
EarliestStartTimeWorking
EndTimeEnding
EndTimeRangeA
date and time value that defines the end of a search for a time
window.
EntityCan be an asset, individual, group, company, location, or anything you
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.
LatestEndTimeWorking
LevelAn
AmountAn
Amount_UnitsUnit
StartTimeStarting
StartTimeRangeA
date and time value that defines the start of a search for a
time window.
Appendix F
339
WindowFlagA
Bit 1Indicates 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.
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 commands
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> . . . ]]]
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
340
Configuring
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>
[<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.
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> . . . ]
Appendix F
341
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" 2 3600 "" "" "" "Work1" "Act1" "Act2" "Act3"
Unavailable: Wednesday through Friday, 12:00 a.m. to 8:00 a.m. and 5:00
p.m. to Midnight
defines an available time window at a Level 3 from 10:00 a.m. to 2:00 p.m.
on 7/13/05.
Act1
Act2 defines an unavailable time window at Level 3 from 7:00 a.m. to 9:00 a.m. on
7/13/05.
defines an unavailable time window at Level 6 from 1:00 p.m. to 4 p.m. on
7/13/05.
Act3
Configuring
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 112166800 (July 13, 2005, 8:00 a.m.).
Figure F-7: Application-Bus-Time2-Get-Free-Window command example
Level
6
5
4
3
2
1
Level 2
Level 4
2:00 3:00
4:00 5:00
Final list
Final list
= Available time
= Unavailable
Example 2
Application-Bus-Time2-Get-Free-Window "7/12/05 11:00:00 AM" "7/15/05
3:00:00 PM" 2 3600 "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 1121292000 (July 13, 2005, 3:00 p.m.).
Example 3
Application-Bus-Time2-Get-Free-Window "7/12/05 11:00:00 AM" "7/15/05
3:00:00 PM" 2 3600 "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 1121270400 (July 13,
2005, 9:00 a.m.).
Example 4
Application-Bus-Time2-Get-Free-Window "7/12/05 11:00:00 AM" "7/15/05
3:00:00 PM" 2 7200 "" "" "" "Work1" "Act1" "Act2" "Act3"
If the duration required was 2 hours, then for Level 2, "" is returned.
Example 5
Application-Bus-Time2-Get-Free-Window "7/12/05 11:00:00 AM" "7/15/05
3:00:00 PM" 4 7200 "" "" "" "Work1" "Act1" "Act2" "Act3"
If the Level is 4 and the duration is 7200 seconds, then 1121266800 (July 13, 2005,
8:00 a.m.) is returned.
Appendix F
343
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" ]]]]
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" . . . ]]
344
Configuring
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 ApplicationGet-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 semicolonseparated list of dates (in seconds).
The command syntax is as follows:
Application-Get-Next-Recurrence-Time <FormName> <StartTime>
<RecurrenceDefinitionName>
Segment form.
<StartTime>Starting
Time Segment 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"
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.
weekly
The return value is 8456890, which corresponds to 4/16/04 10:30:00 AM. Calling
Application-Get-Next-Recurrence-Time again returns 8345345;834999,
corresponding to 4/21/04 10:30:00 AM and 4/23/04 10:30:00 AM.
Appendix F
345
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-RecurrenceTime 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 ApplicationGet-Next-Recurrence-Time application command.
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
346
Configuring
2 In the Name field, enter a unique identifier. Use this identifier to reference this
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
Appendix F
347
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.)
NOTE
Create separate schedules for Daylight Savings Time as needed based on locale
and conventions for that locale.
9 Save the form.
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.
348
Configuring
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.
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.
Appendix F
349
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.
No end time
To indicate a holiday without listing an end time use the following format:
date, start time
For example:
7/26/04, 2:00:00 p.m.
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.
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
a.m.
350
Configuring
p.m.,11:59:59PM;12/26/04,12:00:00
a.m.,6:00:00
Or:
12/25/04,10:00:00
12/26/04,12:00:00
p.m.,11:59:59 p.m.
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.
NOTE
The offset hours is specified in Business Time Workdays as part of a workday
schedule.
351
Business hours that span midnight due to different time zones for the server and
the client.
For example, a businesss 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 clients Open
Time becomes 9:00:00 a.m. and its Close Time 5:00:00 p.m.
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:
Application-Bus-Time-Add <StartTime> [<Amount> [<Amount_Units>
[<HolidayScheduleName> [<WorkdayScheduleName>]]]]
352
Configuring
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:
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.
Appendix F
353
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.
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.
354
Configuring
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.
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.
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.
Solution
Appendix F
355
Problem
Solution
356
Configuring
Appendix
Appendix G
357
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_AssignForm
ASE:AssignAssoc_AssignRules
ASE:AssignAssoc_AssignRules
ASE:Assignment Association
ASE:Assignment Association
ASE:Assignment Process
Assignment Processes
ASE:Assignment Rules
Assignment Rules
ASE:AssignmentDetail
Assignment Details
ASE:DialogYesNo
ASE:Form Information
Assignment Forms
ASE:LocalizedString_MenuItems
ASE:ProcessRuleForm
ASE:ProcessRuleForm
ASE:SearchRulesDialog
To set up assignments, you will need to use only a few of these forms, and they are
discussed in the following sections.
User form to hold this information.) Add the appropriate Assignment Engine
fields on this form. (See page 360.)
Step 2 In the request form to which you want to assign users, create the fields that the
358
Configuring
ProcessesShows 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 rulesall of
which you enter by following the procedures outlined in the following sections.
FormsShows all the forms that are registered with the Assignment Engine. 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.
RulesShows all the rules that are in the Assignment Engine. 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.
Appendix G
359
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 RobinAssigns the issue to the person who has gone the longest since
receiving an assignment.
Load Balance by NumberAssigns the issue to the person who has the fewest
number of issues currently assigned.
Load Balance by CapacityAssigns 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.
360
Configuring
Assignee Group Unique IDThe unique instance ID for the assignee group.
Assignee Delivery MethodA field used to store the method to notify the
assignee of the assignment.
Number AssignedAn 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 autoassignment method.
Capacity RatingA 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.
Last Assigned TimeAn 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 autoassignment method.
Last Assigned TimeA 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.
Appendix G
361
Assignee Unique IDA character field where the selected assignees ID will be
written.
Assignee FormA field that stores the name of the assignee form.
Return Code FieldA field used to store the code for success or failure of the
assignment. This field can be used for debugging purposes.
362
Configuring
Appendix G
363
3 Click Create to create assignee or request forms, or click Search to search for
assignment forms.
The Assignment Engine Forms dialog box appears.
Figure G-3: Assignment Engine Forms dialog box
4 From the Form Name menu list, select the assignee or request form for which you
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
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.
9 In the Assignee Group Permissions field, select the group to which you want to
give access.
364
Configuring
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 IDSpecify the unique instance ID for the assignee
group.
b Assignee Name/LoginLogin name or full name of the assignee, for example,
and enter information in the fields, which are described on page 362.
Figure G-4: Assignment Engine Forms fieldRequest Form Fields tab
Appendix G
365
13 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 361.
NOTE
Make sure that you specify a different Form Name and Display Name for the
assignee forms.
Figure G-5: Assignment Engine Forms fieldAssignee Form Fields tab
14 Click Save.
366
Configuring
Appendix G
367
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.
The rules will apply according to the order in which they appear. See Setting
sequencing for rules on page 370.
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.
8 Make sure that the Status is set to Active.
9 Click Save.
10 Follow steps 3 through 9 to create other processes.
368
Configuring
NOTE
Unrelating a rule from a process removes its relationship with the assignment
process, but retains the rule for use by other assignment processes.
Appendix G
369
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 Make sure that Status is set to Active.
d In the Assignment method field, select an assignment method. See Auto-
370
Configuring
If there are defined rules for the process, select the rule that you want to reorder.
If there are no defined rules for the process, click Create to create new rules (see
Adding assignment rules on page 369). Select the rule that you want to reorder.
5 Use the arrow keys to order the rules in the sequence in which you want the
AE-Log_File_SizeSize
AE-LogSpecify ON
AE-Trace-FileFull
AE-Trace_File_SizeSize
AE-TraceSpecify ON
ARerror.log messages
If you are running AR System applications (such as ITSM or CSS or any
application that uses the Assignment Engine component). When the AR System
server is restarted, the server searches for specific tags in the Application
Configuration forms. Consequently, you may notice warnings in the ARerror.log
file. For example:
Sun Mar 12 13:03:45 2006
(ARAPPWARN 4831)
Sun Mar 12 13:03:45 2006
These warnings are normal and will always occur when you restart the server. You
can safely ignore these warnings.
Appendix G
371
372
Configuring
Appendix
Using produse.exe
This section explains how to use the produse.exe utility to generate a license usage
report. The following topic is provided:
Appendix H
Using produse.exe
373
Using produse.exe
To gather information about license usage, each AR System server scans the
system approximately every 45 minutes and writes the results to a file named
LicenseReport.txt. You can use the produse.exe utility to generate a license usage
report based on the information in LicenseReport.txt for each of your AR System
servers.
NOTE
Although all servers in a server group use licenses from the same Add or Remove
Licenses form, each server in a group generates its own LicenseReport.txt file.
(UNIX) <ar_install_dir>/bin
(Windows) <ar_install_dir>
IMPORTANT
Before running produse.exe on UNIX platforms, make sure the <ar_install_dir>/
bin directory is in the library path environment variable: LD_LIBRARY_PATH
(Linux, Solaris), LIBPATH (AIX), or SHLIB_PATH (HP-UX).
2 At the prompt, enter this command:
produse [-i <input_file_path>] [-o <output_file_path>] [-s <start_date>]
[-e <end_date>] [-r]
Where
-i
Specifies the full or relative path to the input file. By default, the input file is
LicenseReport.txt and is located here:
(UNIX) <ar_install_dir>/Db
(Windows) <ar_install_dir>/ARServer/Db
Specifies the full or relative path to the output file. By default, the output file
name is ReportResult.csv and is located here:
(UNIX) <ar_install_dir>/Db
(Windows) <ar_install_dir>/ARServer/Db
To rename it, specify a different file name. If this parameter is not specified, the
current directory and the ReportResult.csv file name are used.
374
Configuring
Using produse.exe
-s
-e
-r
NOTE
You can also generate a license usage report from the Administration Console. See
Chapter 2, Licensing AR System.
Appendix H
Using produse.exe
375
376
Configuring
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
access control
group list 88
User form 86
accrue operator
full text search 208
accrue searches 213
accruing results with FTS 209
active links, run process directory and shell 134
activity, business
creating 331
viewing associations 335, 336
Add or Remove Licenses form 36
adding
assignment forms 363
assignment rules 369
licenses to AR System servers 36
admin queue 25
administrator operations, disabling 121
Administrator Preference form 46
administrator-only mode 121
advisory mode, source control 137
aging passwords 95
Alert Events form 179
alerts
See also BMC Remedy Alert
architecture 178
configuring server 175
disabling 122
escalation 180
log file 125
mapping through firewalls 273
mid tier 182
queue 26
registration activity, with server events 311
server architecture and 19
time-out 115
verifying users who receive 122
viewing 180
web-based, list 182
alias for server name 114
allowing
guest users 93, 120
unqualified searches 121
API
architecture and 19
log file 124
version 119
appending to existing log file 126
Application License field 89
application services password 142
AR Export file 238240
ar file 248
AR System licensing 32
AR System Portmapper
overview 29
registering 130
AR System server
configuring 112
ID 117
scalability 23
Windows stand-alone 168
AR System Server Group Operation Ranking
form 167
AR System User Central File form 45
AR System User Preference form
Advanced tab 65
Alert tab 68
Color tab 57
common fields 50
Confirmation tab 58
Display tab 56
Edit tab 71
File tab 63
General tab 51
Home Page tab 67
Locale tab 62
Logging tab 61
Misc tab 74
overview 45
Recent tab 70
Report tab 59
setting preferences for the web 79
Index
377
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
AR System User Preference form (continued)
Web tab 77
Window tab 73
ar.conf (ar.cfg) file 248
ar.ini file 45
aralert.log 125
arcache utility 134, 296, 310
architecture
AR System 16
AR System server 18
mid tier 17
architecture, alert 178
archive activity, with server events 311
archiving
disabling 121
ardb.conf (ardb.cfg) file
overview 287
SQL warning 287
AREA
configuring server 172
overview 20
RPC program number 147, 172
ARerror.log messages 371
ARF plug-in API 19
arfilter.log 124
arforkd
log file 125
utility 292
arftindx.log 226
armonitor utility 292
armonitor.conf (armonitor.cfg) file
overview 290
arplugin utility 293
arplugin.log 125
arreload utility 134, 299, 310
arserverd (arserver) utility 293
arserverd process 221
arsignal utility 301
arsql.log 125, 227
arthread.log 125
aruser.log 125
ASCII files, generic 188
assignee groups 122
assigning TCP port numbers 128
assignment
forms, adding 363
rules
creating 369
sequencing 370
Assignment Engine
Administration Console 359
ARerror.log file and 371
378
Configuring
B
backup log file 126
backward compatibility
BMC Remedy Alert, working with pre-5.0
AR System 181
blank password 94
BMC Remedy Alert
about alerts 19
backward compatibility 181
installing 183
multiple servers and 160
overview 179
BMC Remedy Configuration Tool 18
BMC Remedy Import
data mapping 186
fallback mappings 186
import log file 205
overview of 185
BMC Remedy User
licensing user, full text search 228
search results, order 209
setting home page 67
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
BMC Remedy User (continued)
sorting requests by weight (FTS) 209
weight (FTS) in results list, displaying 231
BMC Software, contacting 2
buffer logged lines 126
business activity
creating 331
viewing associations 335, 336
business hours, defining business time
business hours, defining 346
Business Segment-Entity Association form 327
Business Segment-Entity Association_Join form 327
business time
Application-Bus-Time-Add command 340, 352
Application-Bus-Time-Assoc-Add
command 344
Application-Bus-Time-Assoc-Diff command 344
Application-Bus-Time-Assoc-Get-Free-Window
command 345
Application-Bus-Time-Assoc-Get-Next-Window
command 344
Application-Bus-Time-Assoc-Subtract
command 344
Application-Bus-Time-Diff command 341, 353
Application-Bus-Time-Get-Next-Window
command 341, 342
Application-Bus-Time-Subtract command 341,
353
Application-Get-Next-Recurrence-Time
command 345
command syntax 337
debugging tips 355
examples, one hour gap 348
forms 327
holidays
adjust time across midnight 350
dates and times, entering 350
holiday time, using 348
international server 350
no end time 350
no start and end time 350
no start time 350
holidays form, setting dates in 348
how it works 328
migrating 354
offset hours, using with 337
overview 326
Business Time Holidays form 327
Business Time Segment form 327
Business Time Shared Entity form 327
Business Time Shared Entity-Entity
Association_Join_Join 327
C
cache
changes 140
refresh interval for currency ratio 116
centralized preferences 44, 45
changes
object 310, 312
server cache 140
server objects 310
server settings 310
user and group 140, 310
viewing 311
changing passwords 95
check interval, server groups 135
CleanupAlertEvents escalation 180
clients, configuring TCP port numbers 170
client-side, logging group 126
CLOB storage 128, 276
clustered index used with Request ID 128
comma-separated value files 188
comments in source control 137
computed groups
overview 89
searching in User form 89
config.properties file 18
configuration files
ar 248
ar.conf (ar.cfg) 248
ardb.conf (ardb.cfg) 287
armonitor.conf (armonitor.cfg) 290
config.properties 18
configuration options for full text search 224
Configuration Tool, alert system and 182
configuring
AREA server 172
clients 30, 46, 48, 170
databases 128
firewalls 169
mail server 174
multiple servers 151
servers
for alerts 175
information 118
for plug-ins 171
threads 131
Windows clients and portmapper 170
confirmation preferences 189, 197
consoles, Assignment Engine Administration 359
core fields 195
Index
379
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
cross-reference blank password 88, 149, 173
currency ratio, cache refresh interval 116
currency types
default allowable types 145
default functional types 145
server settings 144
user preferences 63
current licenses 84
customer support 3
customizing environment 44
D
data
mapping 186
mapping with saved files 204
preparing to import 187
reloading 301
data preferences 189, 194
database servers 20
databases
attachment tables 246
configuration file 128
password 127
server information 126
status history table 246
UNIX directory 127
user name 127
version 127
databases, searching 208
datatype values, Server Events form 319
date and time preferences 189, 196
date format 303
dates in business time holidays form, using 348
debug modes
trace mode 123
using log files 123
default
home form 120
web path 133
Default Notify Mechanism field 89
deleting
Demo user 91
licenses from AR System servers 38
users 91
Demo user
deleting 91
initial installation 90
desktop preferences 189, 190
380
Configuring
disabling
administrator operations 121
alerts 122
archive 121
escalations 122
dispatcher thread 27
Distributed Server Option. See DSO
Distributed Server Option. See DSO
DSO
configuration file options 266
local server password 143
log file 124
remote server password 143
duplicate request ID preferences 189, 191
E
email
line length 133
notifications 119
reserved field for address 89
email server 174
enforced mode, source control 137
entries returned by GetList 119
environment
AR System architecture 16
customizing 44
variables 30
error handling preferences 189
error messages, localizing 134
escalations
CleanupAlertEvents 180
disabling 122
log file 124
process time-out 115
estimating FTS index size 230
Event Details fields 315
events recorded in Server Events form 309
events, server 139
export file 238
exporting
attachments 189
licenses 38
source data 188
external authentication (AREA)
configuring server 172
defined 20
RPC program number 147, 172
time-out 147
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
F
fallback mappings 186
fast queue 26
fields
changing existing value 238
changing length 236237
Event Details 315
FTS, defining for 229
indexing 220, 229
preserving existing values 237
Request ID and 234
reserved for Server Events 308
files, configuration
ar 248
ar.conf (ar.cfg) 248
ardb.conf (ardb.cfg) 287
armonitor.conf (armonitor.cfg) 290
files, import log 205
Filter API RPC time-out 115
filters
log file 124
maximum 133
process time-out 115
firewalls 169
fixed write license 83, 117
Flashboards
queue 26
floating licenses
information displayed 117
releasing 85
time limit 116
write 83
force password change 95
form search field, adding 218
forms
Add or Remove Licenses 36
Administrator Preference form 46
Alert Events 179
AR System Server Group Operation Ranking 166
assignment forms, adding 363
business time 327
Request ID and 234
Server Events 140, 308, 315
server, maximum number 117
User 86
User Central File 45
User Preference 45
vendor 20
view 20
Forms tab 359
FTS weight, displaying 231
G
GetList 119
Group List field 88
groups
changes 140, 310
client-side logging 126
computed, in User form 89
multiple assignee 122
viewing changes 314
guest users, allowing 93, 120
Index
381
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
licenses
about AR System licensing 32
adding to AR System servers 36
charges 34
current 84
exporting 38
fixed write 83, 117
floating write 83, 117
full text search 210, 228
host ID for AR System server 35
importing 39
keys 35
license pools 86
Manage User Licenses form 83
maximum number of forms 117
pools 86
produse.exe 374
read 82
registered users 84
releasing floating 85
removing from AR System servers 38
ReportResult.csv file 41
restricted read 82, 89
reviewing usage 41
server group 33
server information 116
submitter mode 117
tab in Server Information form 116
types 82, 89, 117
usage reports 41
user 83
verifying purchased 42
list queue 27
literal search 214
load balance
by capacity assignment method 360
by number assignment method 360
load-balanced environment, using with server
events 308
local preferences 44
local server password, DSO. See DSO
locale 62
localizing error messages 134
log files
alert 125
allowing space for 187
API 124
append to existing 126
arforkd 125
backup 126
I
Ignore Words List
rebuilding index 224
searches, using in 219
using 209
import log
importing data from 206
writing XML data to 206
importing
data into AR System 186
licenses 39
preparing data for 187
procedure 199
process 186
stopping an import 202
indexes
fields 229
FTS size, estimating 230
full text search 210, 220
Ignore Words List 224
time required to rebuild FTS 223
information 346
in-row storage, Oracle database 128, 276
Instance ID field 89
issues, when creating searches 219
J
Java API 18
Java plug-in server 295
JSP engine 17
K
keys, license 35
382
Configuring
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
log files (continued)
buffer logged lines 126
data import log 205
Distributed Server 124
escalation 124
filter 124
log per thread 126
options 124
plug-in 125
server groups 125, 165
server information 123
settings 123
SQL 125
threads 125
trace mode 123
users 125
log per thread 126
logging in
authentication alias 102
Authentication field 106
User Name field 104
user prompt 119
logging, full text index 226
Login dialog box, authentication alias 104
Login Name field, User form 88
logins, unique 106
M
Manage User Licenses Information form 83
mandatory preference server 46
mapping
data from source file 201
fallback mappings 186, 202
loading a mapping 187, 205
overview 186
saving a mapping 202
using a saved mapping file 204
max forms allowed on server 117
maximum
entries returned by GetList 119
filters for an operation 133
line length in email 133
log-file size 126
stack of filters 133
methods, auto-assignment 360
mid tier
administration password 142
setting
home page 67
preferences 79
web-based alerts 182
N
next available Request ID, changing 234
notifications
BMC Remedy Alert 179
email 119
ports 130
server 178
time-out 115
web-based alerts 182
Notify action 179
O
object changes 310
server settings 310
viewing server changes 312
Object ID field 89
offset hours, using with business time 337
operating system 114
operations, preventing 121
Oracle database
CLOB storage 128, 276
P
parametric full text search 218
Password field in User form 88
password management 95
passwords
administering 141
aging in operating system validation 95
application service password 142
Index
383
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
passwords (continued)
blank 94, 173
BMC Remedy Alert 181
character limit in Password field 88
Cross Ref Blank Password option 94
database 127
Demo 90
DSO local server 143
DSO remote server 143
length for operating system validation 95
length limit in Password field in User form 88
lockout periods for operating system 95
modifying by users 92
number of retries 274
Password field in User form 88
plug-in server password 142
security 88, 94
validating 149
validating operating system 94
workflow server 143
passwords, changing 95
passwords, qualifications for restrictions 100
performance tuning
request ID uses clustered index 128
unqualified searches 121
permission types 88
permissions, user form 92
plug-ins
AR System filter plug-in API 19
configuring server 171
log file 125
server password 142
pool, license 86
port numbers. See TCP port numbers
portmapper
dependency, removing 170
ports
notification 130
server 128
preference servers, mandatory 46
preferences
See also AR System User Preference form
accessing preferences dialog box 189
centralized 44, 45
confirmation 189, 197
data 189, 194
date and time 189, 196
defining 187, 189
desktop 189, 190
duplicate request ID 189, 191
error handling 189
forms 46, 50
384
Configuring
preferences (continued)
local 44
mid tier 79
overview 187
server 45, 46, 48
setting with client tools 49
synchronization 44, 49
user 44, 50
web clients 79
Windows clients 49, 50
prefixes
lengthening 245
shortening 242
preventing user operations 121
private queues 27
private servers
adding 170
operations supported 27
$PROCESS$
business time 337
commands 337
process time-out 115
Processes tab 359
product support 3
produse.exe 374
properties, indexing for FTS 229
Q
QBE settings 217
qualifications for password restrictions 100
queries. See searches
queues
admin 25
configuring threads 131
fast 26
list 27
overview 2527
private 27
server 128, 130
server statistics 135
R
read license 82, 89
rebuilding FTS indexes 223
recording events 309
recording interval, statistics 135
recurrence
options 346
overview 326
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
registered
licenses 84
users 86
registered users in BMC Remedy Alert 181
registering with portmapper 130
Remedy Alert
See also alerts
Remote Procedure Call (RPC). See RPC program
numbers
remote server password, DSO 143
removing. See deleting
ReportResult.csv file 41
reports, license usage 41
Request ID field
changing length or prefix 236237
changing value 238
number 234
preserving existing values 237
working with 234
request ID uses clustered index 128
Request ID, changing next available 234
requests
processing 28
restarting threads 29
routing to appropriate queues 27
submitter mode 94, 117
reserved fields, Server Events 308
restricted read license 82
retries for passwords 274
Round Robin, assignment method 360
RPC program numbers
AR RPC number 171
external authentication server 147, 172
fixed 25
setting 129
rules
assignment 369
sequencing 370
Rules tab 359
run process directory 134
S
saved mapping files 204
scalability
AR System server 23
mid tier 23
scheduling workdays 346
searches
accrue 213
for computed groups 89
How QBE settings affect FTS 217
searches (continued)
Ignore Words List, using in 219
literal 214
parametric full text search 218
search issues 219
search strategies 219
unqualified 121
Word or Phrase 211
security
Demo password 90
guest users 93
passwords 88, 94
settings 134
sequencing, rules 370
server cache, changes 140
server events
alert client registration 140
archive 140
server groups 140
server setting changes 140
settings 139
types 140
using with load-balanced environment 308
Server Events form 307
automatic generation 308
creation 308
datatype values 319
event types 309
events that can be recorded 309
server setting changes 315
specifying 140
using 308
workflow and 323
server group actions, with server events 311
server groups
AR System Server Group Operation Ranking
form 166
check interval, setting 135, 158
communicating with Email Engine 164
communicating with Flashboards 164
configuration file options 282
Full Text Search 162
group name, setting 135, 157
installing members 156
licensing 33
log file, setting 125, 165
logging in Server Events form 165
operations 155
overview 155
ranking servers in 166
removing a server 168
server name 159
Index
385
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
server groups (continued)
signaling 161
specifying a server as a member 121
server information
advanced 132
configuration 118
currency types 144
database 126
licenses 116
log files 123
overview 112
password administration 141
platform 113
server events 139
server ports 128
source control 136
timeouts 114
Server Information form 112
server recording mode 135
server statistics 135
server utilities
arcache 296
arforkd 292
armonitor 292
arplugin 293
arreload 299
arserverd (arserver) 293
arsignal 301
Java plug-in server 295
servers
alerts, configuring for 175
AR System, architecture 18
architecture 23
AREA 172
cache changes 140
configuring
clients 170
for plug-ins 171
multiple servers 151
configuring threads 131
database 20
directory 114
language 119
license type 117
mail 174
maximum forms allowed 117
multiple 128, 151
multiple servers sharing same database 153
name alias 114
name in server groups 159
Notification 178
object changes 310, 312
386
Configuring
servers (continued)
ports 128
preference 45, 46, 48
private 27
processing concurrent requests 27
queue 2527, 130
ranking for server groups 166
report server 66
See also server cache
server groups 155
stand-alone 168
statistics 135
TCP/IP port 129
time zone 114
version 114
web 18
web servers
servlets 18, 23
settings
log files 123
QBE 217
server information 112
sort records by weight 209
source control
advisory and enforced modes 137
comments required in check in 137
source data, exporting 188
SQL
ardb configuration file warning 287
log file 125
SQL commands
Request ID field prefix, lengthening 245
Request ID field prefix, shortening 242
SQL logging 227
stand-alone server, Windows and AR System 168
starting armonitor utility 292
statistics, recording server 135
status history table 246
stems, word 216
strategies for full text searching 219
submitter mode option 117
submitter, special access mode 94
support, customer 3
Sybase database, Request ID and 235
syntax, business time commands 337
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
T
table types, database
attachment details 246
status history 246
tabs
Forms 359
Processes 359
Rules 359
TCP port numbers 29
AR TCP Port 171
assigning 128
configuring clients 170
TCP/IP port 129
technical support 3
thread manager 29
threads
configuring 131
dispatcher 27
log file 125
notification 130
processing requests 28
restarting 29
routing requests 27
types of 2728
worker 25, 28
time and date settings in AR System 325
time format 303
time zone 114
timeouts 114
trace modes, debugging log files 123
types of licenses 82
U
unique user logins 106
UNIX
database directory 127
email notifications 119
UNIX servers, starting 292
unqualified searches 121
unregistered users, authenticating 148
upgrading FTS 227
URL, base to mid tier 133
usage, reviewing license 41
User form
Authentication Login Name field 103, 104
Authentication String field 105, 106
guest users 93
user information 86
user form permissions 92
V
validating passwords 149
variable, environment 30
vendor form 20
verifying alert users 122
view form 20
viewing
alerts 180
group changes 314
server changes 311
server object changes 312
user changes 313
Index
387
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
W
web
See also mid tier
BMC Remedy Configuration Tool for mid tier 18
centralized preferences 79
default path 133
server, definition 18
web services, architectural overview 22
web-based alerts 182
weight
results with FTS 209
sorting records by 209
weight, FTS 231
wildcards
full text search 217
wildcards, in full text searches 216
Windows servers
data reload 301
starting 292
Word or Phrase search 211
word stems 216
worker threads 25, 28
workflow
logging 126
Server Events form and 323
server password 143
write licenses
fixed 83
floating 83, 85
X
XML
files, description of 188
writing XML data to import log 206
388
Configuring
*69391*
*69391*
*69391*
*69391*
*69391*