BMC Remedy Action Request System 7.5.00 Configuration Guide

BMC Remedy Action Request System 7.5.
00
Configuration Guide
January 2009
www.bmc.com
Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities.
United States and Canada

Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA Telephone 713 918 8800 or 800 841 2031 Fax 713 918 8000
Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000
If you have comments or suggestions about this documentation, contact Information Design and Development by email at doc_feedback@bmc.com.
Copyright 19912009 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. IBM and DB2 are registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Linux is the registered trademark of Linus Torvalds. UNIX is the registered trademark of The Open Group in the US and other countries. Oracle is a registered trademark of Oracle Corporation. Sun, Java, Javadoc, JRE, and Solaris are trademarks of Sun Microsystems, Inc., in the U.S. and 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.
Restricted rights legend

U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.
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:
s s s s s s s
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.
Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.
Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:
s
Product information Product name Product version (release number) License number and password (trial or permanent)
Operating system and environment information Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or maintenance level
s s s
Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them) Product error messages Messages from the operating system, such as file system full Messages from related software
License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following methods:
s
E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance. Submit a new issue at http://www.bmc.com/support_home.
Contents
Preface 11
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Chapter 1 BMC Remedy Action Request System 7.5.00 architecture 15 16 17 18 22 22 22 23 23 23 29 30 30 31 32 32 33 33 34 35 36 37 38 38 40 41 41 42 47
AR System architecture overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Remedy mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AR System server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AR System and web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating and publishing a web service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Consuming a web service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Scalability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mid tier scalability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AR System server scalability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with a portmapper service in AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . Windows and portmapper services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring API clients through environmental variables. . . . . . . . . . . . . . . . . . . Chapter 2 Licensing AR System
About AR System licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changes in licensing from previous releases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About license types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Licenses in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About license charges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Obtaining license keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Removing licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Exporting licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Importing licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reviewing license usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reporting license usage within a date range. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Verifying purchased licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Displaying license usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3 Defining your user base
Licensing users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 License types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Viewing user information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Contents 5
Releasing floating licenses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 License pools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Adding and modifying user information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 User form permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Allowing guest users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Special submitter mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Validating password information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Enforcing a password policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Setting up the mid tier for the password policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Forcing users to change their passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Enforcing restrictions on passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Setting up password expiration with scheduled warnings . . . . . . . . . . . . . . . . . . . 68 Disabling an account after the expiration period . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Enabling users to change their passwords at will . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Setting up an authentication alias . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 User Name Alias . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Authentication String Alias . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Unique user logins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Chapter 4 Setting user preferences 75
User preferences and customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Local preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Centralized preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 AR System User Preference form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Common fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Accessibility tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Advanced tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Alert tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Color tab (BMC Remedy User only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Confirmation tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Display tab (BMC Remedy User only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Edit tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 File tab (BMC Remedy User only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Home Page tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Locale tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Logging tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Misc tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Recent tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Report tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Web tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 Window tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Chapter 5 Setting up the BMC Remedy AR System Administration Console 113
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Configuring AR System to use the console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Opening the console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Configuration Guide
Chapter 6
Configuring servers and clients
117 118 119 124 131 134 135 137 142 143 149 150 154 157 158 160 162 162 163 164 165 166 167 177 180 181 182 183 184 185 188 189 190 190 191 192 205 207 208 208 210 212 212 212 212 217 218
Configuring AR System servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationAdvanced tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationConfiguration tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationConnection Settings tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationCurrency Types tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationDatabase tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationEA tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationLicenses tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationLog Files tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationPlatform tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationPorts and Queues tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationServer Events tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationTimeouts tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationVersion Control tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server InformationWS Registry Integration tab . . . . . . . . . . . . . . . . . . . . . . . . . Configuring a server for development or production cache mode . . . . . . . . . . . . . . Configuring cache initialization options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Preload Tables option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Caching display properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring server groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing servers in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring servers in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with server groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sharing a database without using a server group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Running a stand-alone AR System server on Windows . . . . . . . . . . . . . . . . . . . . . . . Configuring firewalls with AR System servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring clients for AR System servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring a server to use plug-ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the AR System server for external authentication (AREA) . . . . . . . . . . Configuring a server for alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 7 Working with the Server Events form
Understanding the Server Events form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How the Server Events form is created . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Types of events you can record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing the server changes you recorded. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using server events in workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 8 Using Business Time in the AR System server
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How Business Time 2.0 works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Scheduling a time segment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating non-conflicting segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Defining a business time segment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding time segment entity associations . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding time segment shared entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Using time zones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 Use Level 1 option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221 Using offset hours in Business Time 2.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223 Business Time 2.0 commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 Application commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227 Business Segment-Entity Association commands. . . . . . . . . . . . . . . . . . . . . . . . . . 231 Application-Get-Next-Recurrence-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232 Using the old Business Time forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234 Scheduling workdays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234 Scheduling holidays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236 Defining business hours using offset hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239 Old Business Time commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240 Migrating Workdays and Holidays to the Business Time Segment form . . . . . . . . . 242 Chapter 9 Working with the alert system 243
Alert system architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244 Alert Events form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 Viewing alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 CleanupAlertEvents escalation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 Managing registered users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 Enabling alerts on the Web . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 Chapter 10 Using the Assignment Engine 249
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250 Assignment Engine process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250 Assignment Engine Administration Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251 Auto-assignment methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252 Preparing for the auto-assignment process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252 Fields to add to the assignee form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253 Fields to add to the request form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254 Adding assignee and request forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254 Adding assignment rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259 Setting sequencing for rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261 Adding assignment processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261 Turning on log and trace files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264 ARerror.log messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264 Chapter 11 Importing data into AR System forms 265
The import process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266 Supported mapping file types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266 Starting BMC Remedy Data Import. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267 Changing the current login. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268 Defining BMC Remedy Data Import preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269 Creating mapping files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275 How fields are matched . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275 Fallback mappings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275 Creating a mapping file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275 Tips for mapping all data file fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277 Using a saved mapping file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Configuration Guide
Importing data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278 Stopping an import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279 Chapter 12 Using full text search 281 282 282 283 283 284 284 290 290 290 291 291 292 292 292 293 293 294 294 295 295 296 297 299 299 300 300 300 301 302 303 305 306 306 308 309 309 317 319 320 320 364 367
Overview of full text search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accruing and weighting results with FTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Ignore Words List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Who can perform a full text search? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using FTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Performing a search in a field indexed for FTS. . . . . . . . . . . . . . . . . . . . . . . . . . . . Searching for word stems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using wildcards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the query-by-example (QBE) method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the advanced search bar method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding a form search field to a form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parametric full text search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Search strategies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Search issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Limitations of FTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Administering FTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Selecting fields for FTS indexing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Full text search indexing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Indexing for attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multiple languages and attachment file formats . . . . . . . . . . . . . . . . . . . . . . . . . . Reindexing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . FTS configuration options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating index files in a different directory from the default. . . . . . . . . . . . . . . . Troubleshooting FTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading FTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading from version 7.0.x or 7.1.00 to 7.5.00. . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading from version 6.0 and earlier. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Defining a field for FTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Estimating the size of the FTS index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Displaying FTS weight in a results list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A Working with the Request ID field
Working with the Request ID field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing the next available ID for new requests. . . . . . . . . . . . . . . . . . . . . . . . . . Changing the Request ID field length or prefix . . . . . . . . . . . . . . . . . . . . . . . . . . . Preserving existing Request ID field values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing existing Request ID field values to a new format. . . . . . . . . . . . . . . . . Updating the Request ID field in other AR System tables . . . . . . . . . . . . . . . . . . Appendix B AR System configuration files
ar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ar.conf (ar.cfg). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ardb.conf (ardb.cfg) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . armonitor.conf (armonitor.cfg) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Appendix C
AR System server components and external utilities
369
AR System server components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370 arforkd (UNIX only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370 armonitor (armonitor.exe) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370 arplugin (arplugin.exe) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371 arserverd (arserver.exe). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371 arsystem (UNIX only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374 Java plug-in server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375 External utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376 arcache (arcache.exe) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376 arreload (arreload.exe) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378 arsignal (arsignal.exe) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380 ImageExtractor.jar (ImageExtractor.bat) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381 Appendix D Date and time formats 383
Short date formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384 Long date formats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 385 Day formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386 Time formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386 Additional characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386 Appendix E AR System and Unicode 387
Running your Unicode server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388 Running a client from the command line on Windows . . . . . . . . . . . . . . . . . . . . . 388 Running a Unicode client from the command line on UNIX . . . . . . . . . . . . . . . . 388 Restricting client access to an AR System 7.x or later Unicode-enabled server . 389 Specifying a character set for data import to a Unicode AR System server . . . . . . . 389 Filter and escalation workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391 How AR System works with Unicode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391 How AR System converts character sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391 How field widths are determined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392 How serialized strings are encoded and decoded . . . . . . . . . . . . . . . . . . . . . . . . . 394 Unicode composition and normalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394 How AR System derives a codeset in an API program . . . . . . . . . . . . . . . . . . . . . 394 Appendix F Using produse.exe 397
Using produse.exe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398 Index 401
10
Configuration Guide
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 operating system, especially the 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 Developer Studio, BMC Remedy User, and BMC Remedy Data Import. See the Installing Guide, the Form and Application Objects Guide, and the Workflow Objects Guide for additional information.
Preface
11
BMC Remedy Action Request System 7.5.00
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 website (http://www.bmc.com/support_home), or both. You can access product help through each products Help menu or by clicking Help links.
Title Concepts Guide
1
Description
Audience
Overview of AR System architecture and features; includes Everyone information about add-on products that extend AR System functionality and a comprehensive glossary for the entire AR System documentation set. Instructions for installing AR System. Information about the development of AR System applications, including an introduction to using BMC Remedy Developer Studio. Administrators Developers2
Installation Guide Introduction to Application Development with BMC Remedy Developer Studio
Form and Application Objects Information about AR System applications and their user Guide interface components, including forms, fields, views, menus, and images. Workflow Objects Guide
Developers
Information about the AR System workflow objects (active Developers links, filters, and escalations) and how to use them to create processes that enforce business rules. Information about configuring AR System servers and clients, localizing, importing and exporting data, and archiving data. Administrators
Configuration Guide
BMC Remedy Mid Tier Guide Information about configuring the mid tier, setting up applications for the mid tier, and using applications in browsers. Integration Guide
Administrators
Instructions for integrating AR System with external Administrators/ systems by using web services, plug-ins, and other products, Developers/ Programmers3 including LDAP, OLE, and ARDBC. Information about monitoring and maintaining AR System Administrators/ and AR System applications to optimize performance and Developers/ solve problems. Programmers Database administration topics and rules related to how AR System interacts with specific databases; includes an overview of the data dictionary tables. Information about implementing a distributed AR System server environment with BMC Remedy Distributed Server Option (DSO). Administrators/ Developers/ Programmers Administrators
Optimizing and Troubleshooting Guide Database Reference
BMC Remedy Distributed Server Option Guide BMC Remedy Flashboards Guide C API Reference
Instructions for creating, modifying, and administering Administrators/ flashboards to display and monitor AR System information. Developers Information about AR System data structures, C API function calls, and OLE support. Programmers
12
Configuration Guide
AR System documents
Title C API Quick Reference Java API
Description Quick reference to C API function calls. Sun
Audience Programmers
Programmers Information about Java classes, methods, and variables that integrate with AR System. For the location of the JAR file containing this online documentation, see the information about the Java API in the Integration Guide. Information about Java classes, methods, and variables used Programmers to write plug-ins for AR System. For the location of the JAR file containing this online documentation, see the information about plug-ins in the Integration Guide. Instructions for configuring and using BMC Remedy Email Administrators Engine. Descriptions of AR System error messages. Administrators/ Developers/ Programmers Everyone Administrators
Java Plug-in API
BMC Remedy Email Engine Guide Error Messages Guide
Master Index BMC Remedy Approval Server Guide Release Notes Release Notes with Open Issues BMC Remedy User Help BMC Remedy Developer Studio Help BMC Remedy Data Import Help BMC Remedy Alert Help BMC Remedy Mid Tier Configuration Tool Help BMC Remedy Browser Help
Combined index of all books. Instructions for using BMC Remedy Approval Server to automate approval and signature processes in your organization. Information about new features, compatibility, and international issues.
Everyone
Information about new features, compatibility, international Everyone issues, installation planning, and open issues. Instructions for using BMC Remedy User. Instructions for using BMC Remedy Developer Studio to develop AR System forms, workflow objects, and applications. Instructions for using BMC Remedy Data Import. Instructions for using BMC Remedy Alert. Instructions for configuring BMC Remedy Mid Tier. Instructions for using AR System forms in browsers. Everyone Developers
Administrators Everyone Administrators Everyone
1 The full title of each guide includes BMC Remedy Action Request System 7.5.00 (for
example, BMC Remedy Action Request System 7.5.00 Concepts Guide). 2 Application developers who use BMC Remedy Developer Studio. 3 C and Java programmers who write plug-ins and clients for AR System.
Preface
13
14
Configuration Guide
Chapter
BMC Remedy Action Request System 7.5.00 architecture

This section discusses the overall architecture of AR System 7.5.00 and provides a conceptual overview of the components of the AR System. The following topics are provided: AR System architecture overview (page 16) AR System and web services (page 22) Scalability (page 23) Working with a portmapper service in AR System (page 29)
Chapter 1
15
AR System architecture overview

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

Wireless clients Windows clients Internet BMC, customer, or partner-supplied solutions
Browser clients
Presentation
Services
Web Services Reporting Flashboards ...
Mid tier
Business Processing
Engines
Approval DSO Email ...
AR System server
Plug-in servers
ARDBC AREA Other plug-ins
ARDBC Plug-in
Data Storage
AR System database
Other database
Other non-database data sources
Within these three functional environments, several system components work together to provide power, flexibility, and scalability. The rest of this section focuses on two of those components, the mid tier and the AR System server, and the interaction between them. For more information about the AR System architecture, see the Concepts Guide.
BMC Remedy mid tier

The mid tier serves as a client of the AR System server and as a server to the browser. The mid tier enables you to view AR System applications on the web and access the AR System server from a web server. It also provides instructions to the browser in the form of document markup and downloadable scripts. These instructions describe how to present application data and how to interact with the user. The mid tier leverages a Java servlet engine and includes a collection of servlets that are plugged in to the web server to serve forms, images, and other resources. The servlet engine facilitates communication between the browser and the web server. It provides components and add-in services that run on the web server.
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 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. 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 APIs use remote procedure calls (RPCs) to communicate with the server.
18 Configuration Guide
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: Application programming interface (API)A set of functions and data structures that provide application programmers with access to the full functionality of a product. Developers can create clients written in C or Java. The AR System APIs are documented in the C API Reference guide and the AR System Java API online documentation. Access control and data validationA security feature in which AR System administrators limit the access users have to forms, to specific fields within a form, to specific functions within the system, and to data stored within the system. AlertsA client program that functions as a desktop pager. This component within the AR System server supports desktop pages such as flashing icons, audible beeps, sound files, and message windows. For example, it can display a message alerting help desk personnel that a new problem has been assigned to them. For more information about alerts, see Chapter 9, Working with the alert system, and BMC Remedy Alert help. FiltersActions performed on the AR System server, which is the portion of the software that controls the flow of requests to an underlying database. As a request is processed by the server, the filter actions take place. Filters allow you to implement constraints, make decisions, and take action when operations are performed on data stored in AR System. EscalationsActions performed on the server at specified times or time intervals. They are automated, time-based processes that search for requests that match certain criteria and take action based on the results of the search. AR System Filter (ARF) Plug-In APIA filter that offers a programming interface that is directly invoked by filter workflow. This provides a flexible and efficient mechanism for communicating with various applications or web services. Use of plug-ins reduces system overhead. ARF plug-ins also apply to escalations. For more information, see the Integration Guide. AR System External Authentication (AREA)A process that accesses network directory services and other authentication services to verify user login name and password information. When you use an AREA plug-in, you do not need to maintain duplicate user authentication data in the AR System directories because the AR System server can access user identification information and user passwords at many locations. For more information, see the Integration Guide.
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. Database serversThe AR System uses standard relational databases for storing and retrieving data. Architecturally, the database server is a set of processes that are completely separate from the AR System server processes. Physically, the database server processes can be running on the same computer as the AR System server or on a different computer. The database server can be run on any platform that the particular database supports. Figure 1-2 depicts the infrastructure of the AR System server.
20
Configuration Guide
Figure 1-2: AR System server infrastructure
User
API
External Processes
AREA
Plug-In
Access Control and Data Validation
Alerts
Escalations
Filters
External Processes Web Services
Filter API
Plug-In
Sybase
MSSQL Oracle Informix
DB2
View
Vendor
Plug-In
Chapter 1
21
AR System and web services

Web services allow AR System functionality to be available over the web (publishing), and enable AR System applications to access third-party applications. For both publishing and consuming web services, you establish a base form to which the information is set, or through which the information is pushed to other forms or applications. You must map the AR System fields on a base form to input or output parameters of a web services operation. A field can participate as an input parameter, an output parameter, or both. You can map AR System fields to a simple flat document or to a complex hierarchical document involving parent and child relationships.
Creating and publishing a web service

A web service is created and modified in BMC Remedy Developer Studio using the web services graphical user interface. Publishing web services makes AR System operations available over the Internet or an intranet. Web services that are published in AR System can be simple, such as creating a record in the AR System database, or more complex, such as processing a purchase order that spans across multiple AR System forms. Each web service consists of the following resources: A base form on which it operates. You specify this form when you create the web service. For web services that span across multiple AR System forms, the base form is the master form. A list of Create, Get, or Set operations. When you create a web service, by default, it has four named operations: OpCreate, OpGet, OpList, and OpSet. You can have more than one operation of the same type, or you can have no operations of a particular type. A mapping that specifies how individual elements of incoming and outgoing XML documents are mapped to fields and forms of the AR System. These are essentially the input and output parameters of the web service. An association with XML Schema (.xsd file). Global elements and complex types referred to in the schema can be used in mappings associated with operations.
Consuming a web service

You can use an external web service by creating a Web Service Set Fields filter action to enter data from the web service into a base form. You can then view the form in an AR System client. For more information about creating and publishing web services, see the Integration Guide.
22
Configuration Guide
Scalability
Scalability
Scalability is a feature in both the mid tier and the AR System server.
Mid tier scalability

The strategy for processing and serving browser-client requests is based on several components. These components work together to take input from the client and compute a response that the user sees in the browser as Dynamic HTML (DHTML). These mid tier components do not run in a separate proprietary process, but in the JSP engine using standard web protocols. The use of JSP servlets makes the mid tier scalable in the following ways: Multiple threads connecting to a servlet can handle many concurrent users. Common web-server mechanisms and practices can be used for scaling and load balancing. 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.
AR System server scalability

The AR System multithreaded server is scalable from a single thread performing all server functions to multiple threads, each performing specific functions. The threads adapt to the configuration parameters defined, and they distribute the load. You determine what amount of operating system resources to dedicate to AR System. The multithreaded architecture uses two conceptsqueues and threadsas shown in Figure 1-3. The following sections describe how these queues and threads function in the AR System server.
Chapter 1
23
Figure 1-3: Multithreaded server architecture
Browser client
AR System administrator
Client
AR System API programmer
Client
Mid tier
Dispatcher
Escalation Queue
390603
Full Text Indexing Queue

390602
Admin Queue
390600
Fast Queue
390620
List Queue
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
Note: The number of worker threads for fast, list, and private queues can be increased to the maximum number of connections your database and hardware can support.
Database
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.
24
Configuration Guide
Scalability
There are seven types of AR System queues. Each queue has an RPC program number associated with it.
Table 1-1: Queues and related RPC program numbers Queue type Admin Alert Full Text Indexing Escalation Fast List Private RPC program number 390600 390601 390602 390603 390620 390635 390621390634, 390636390669, 390680390694
NOTE
Administration, alert, escalation, 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.
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 the maximum number of alert threads no higher than 5 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.
Chapter 1 BMC Remedy Action Request System 7.5.00 architecture 25
To configure an alert queue, see Defining queues and configuring threads on page 153.
Full Text Indexing queue

The full text indexing queue handles all indexing tasks for fields that have been selected for full text indexing. The queue is created only when the server is licensed for full text searching. The full text indexing queue handles only internal requests, not requests from outside the AR System server. The threads in this queue provide the full text search engine with data to index as updates are made to the field values on AR System forms or when fields with existing data are chosen for full text indexing. One or more threads can serve the full text indexing queue. The default is 1 minimum and 1 maximum.
Escalation queue
All servers automatically create an escalation queue unless Disable Escalations is configured. 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.
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: Administrative operations that restructure the database. These operations use the administration queue. The ARExport, ARGetListEntry, ARGetListEntryWithFields, and ARGetEntryStatistics, and other API calls (which use the list queue). See the 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 153.
List queue
The list queue handles AR System operations that might require significant time, block access to the database, or both. Examples of these operations include ARExport, ARGetListEntry, ARGetListEntryWithFields, and ARGetEntryStatistics. One or more threads can serve the list queue if a list queue is configured. To configure a list queue, see Defining queues and configuring threads on page 153.
26
Configuration Guide
Scalability
Private queues
Administrators can also create private queues for specific applications or users that require dedicated access. For example, you might create a private queue for the BMC Remedy Approval Server or other plug-in application, or 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 153. Each private queue can be supported by one or more threads. To connect a user to a private queue, see Configuring clients for AR System servers on page 183. Beginning with release 7.5.00, AR System includes a specialized private queue marked as Debug, for use with the AR System workflow debugger. To configure and use a debug queue with the AR System workflow debugger, see the Optimizing and Troubleshooting Guide.
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 system and network when establishing the minimum and maximum thread settings for your server queues. There are three types of AR System threads: Dispatcher Worker Thread manager The following sections describe the different types of threads.
Dispatcher thread
The dispatcher thread routes requests to the appropriate queues. This thread receives connection requests from clients. The dispatcher thread then places the requests into the appropriate queue where each request can be handled by one of multiple worker threads. Every call that the dispatcher thread receives is assigned an RPC ID that can be used to identify the call from the time the call is placed into a queue until a response is sent to the client.
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 RPC program number 390601 (previously supported by the Notification server, which has now been merged with the AR System server), the dispatcher routes the call to the fast queue. If a call is received with an RPC program number other than those specified for admin, fast, list, and Flashboards queues, the dispatcher identifies the call as destined for a private queue. If a private queue supporting the RPC program number exists, the dispatcher thread routes the call to that queue. If no private queue exists but there is a fast or list queue, the call is routed to the appropriate queue based on its RPC program number. If there is no fast or list queue, the call is routed to the admin queue. The escalation and alert queues do not receive calls from the dispatcher.
Worker threads
Worker threads respond to the RPCs that have been dispatched to individual queues. Each queue creates one or more worker threads. The worker threads within a queue are identical and can handle any request. Only the worker thread started by the admin queue, however, can handle calls that modify definitions or server configuration settings. Upon startup, each thread creates a connection to the database that it uses throughout its existence. If the thread is unable to establish a connection, it terminates itself, notifying the queue that no more threads are to be started. The database connection is dedicated to the thread, even when that particular thread is not busy. Any available worker thread can remove the request from the queue, read the request, process it, and return results to the client before returning to the queue to respond to another request. When a request is placed in a queue and no existing threads are available to handle it, a new thread is started until the queue reaches the maximum number of threads allowed for its thread type.
28
Configuration Guide
Working with a portmapper service in AR System
Thread manager
The thread manager is responsible for ensuring that a thread is restarted if it dies.
Determining how many threads you need

A major benefit of a multithreaded server is not having fast operations held up behind a slow list operation. Deciding how many fast and list threads you need depends on your particular setup and situation. For example, not specifying enough list threads might mean you have idle fast threads but an overloaded list queue. Another consideration is that list threads require more memory than fast threads. For example, a complicated query might require a great deal of memory at a given moment. A few of these large queries can temporarily exhaust your system resources. To determine how many threads of each type you need, start by examining the types of API calls in your API log file. If your system processes many fast operations, you might decide to increase the number of fast threads. A different rule of thumb is to specify a larger maximum of list threads than fast threads, simply because fast operations are generally performed more quickly than list operations. Do not specify an artificially high number of maximum threads because the threads would essentially get in one anothers way by consuming resources that other threads need. To set the number of minimum and maximum threads, see Server InformationPorts and Queues tab on page 150.
Working with a portmapper service in AR System

A portmapper functions as a directory of services and the ports on which those services are running. Processes can opt to register or not register their location with a portmapper. A common reason for not registering with a portmapper is security. If an AR System server is registered with a portmapper, your clients do not need to know what port the server is listening on because the clients can identify the port using the portmapper and direct API calls to the appropriate TCP port. If a server is not registered with a portmapper, you need to assign a TCP port number to that server. Otherwise, the system must search for an open port to communicate on each time the server is restarted. Your clients will not know where to find your AR System server because the port might be different if the AR System server is restarted. Registering with a portmapper and assigning TCP port numbers are not mutually exclusive options. You can do both. If you specify a particular port for a server and register the server with a portmapper, clients within the firewall do not need to be configured to access the specified port number.
Chapter 1
29
If the AR System server is not registered with a portmapper: Client processes must be able to identify the port to communicate on to contact the server. For more information about configuring ports for the client, see To configure Windows clients to avoid using a portmapper on page 184. 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 API clients through environmental variables on page 30. The client/server interaction still requires the use of RPC when specific ports are used.
Windows and portmapper services

Because many Windows environments do not have a portmapper service, one is provided with the AR System server. If you already have a portmapper, AR System registers with it if requested. If not, you can specify that the AR System Portmapper service needs to be started and used as the portmapper for the system. There is no AR System Portmapper for UNIX because all UNIX operating systems include a portmapper as a standard feature.
Configuring API clients through environmental variables

When using an API client on a UNIX server, you can connect to the AR System at a specific TCP port by setting the AR TCP Port variable. The following strategies require that all servers that the client uses are on the same port. For the C shell, use the following commands to set ARTCPPORT:
setenv ARTCPPORT TCPPortNumber aruser &
For the Bourne shell, use the following commands to set ARTCPPORT:
ARTCPPORT=TCPPortNumber; 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
Configuration Guide
Chapter
Licensing AR System
This section contains information about licensing AR System. The following topics are provided: About AR System licensing (page 32) About license types (page 33) About license charges (page 34) Adding licenses (page 36) Removing licenses (page 37) Exporting licenses (page 38) Importing licenses (page 38) Reviewing license usage (page 40) Displaying license usage (page 42)
Chapter 2
Licensing AR System
31
About AR System licensing

To add any license to an AR System 7.1.00 or later server, you must first add an AR System server license (see Adding licenses on page 36). To add an AR System server license, you need a license key (see Obtaining license keys on page 35). After installing your server and adding its license, you can do the following: Use all the AR System features. Add any other licenses you need to run applications without the need to obtain a key.
Changes in licensing from previous releases

This table lists the differences between licensing in AR System 7.1.00 and later releases and licensing in pre-7.1.00 releases:
Table 2-1: Differences in licensing Component License keys Previous releases Every license required a key. Before you could add any license to an AR System server, you had to contact BMC to get a key. All AR System server and user floating licenses used by server groups needed a license qualifier. AR System 7.1.00 and later Only AR System server licenses need keys. Customers can add all nonserver licenses without the need for a key. No license qualifiers are required.
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 Dedicated server licenses were provided for common components such as the BMC Atrium Definitive Software Library or CMDB. Dedicated server licenses are not used. When you upgrade to 7.1.00 or later from a pre-7.1.00 release, dedicated server licenses are upgraded to full AR System server licenses at no cost. In addition, licenses for any applications associated with the dedicated server are automatically added to your system.
32
Configuration Guide
About license types
About license types

To use AR System fully, you need several types of licenses in addition to an AR System server license: AR System userThe following types of licenses provide users write access to an AR System server: AR User Fixed AR User Floating For more information, see License types on page 48. Server optionsOptional server components, such as Distributed Server Option (DSO) and Flashboards, require separate licenses. ApplicationTo be run on an AR System server, most applications must be licensed on the server. Application userTo use AR Systembased applications, each user needs two licenses: an AR System user (fixed or floating) and an application user (fixed or floating). An AR System server with no server license allows you to assign these licenses: Three fixed user licenses Unlimited user read licenses Unlimited user restricted read 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 Integration Guide.
Licenses in a server group

Because servers in a server group use the same database, they share licenses. Each server must have its own AR Server license and license key, but it shares all other licenses with the other servers in the group. For more information about server groups, see Configuring servers in a server group on page 167.
Chapter 2
Licensing AR System
33
About license charges

You incur charges for AR System licenses as follows: AR System server, server option, and application licenses You are billed for each instance of an AR System server, server option, and application license. User fixed licenses When you add AR System or application user fixed licenses to a server, you specify the number of such licenses that can be concurrently assigned in the Number of Licenses field (see Adding licenses on page 36). This number is the maximum number of licenses available for assignment. This number does not have to be the same as the number of licenses you purchased. The peak number of user fixed licenses that are assigned to users in each billing period is tracked and used for billing purposes, whether or not the assigned users ever log in. User floating licenses When you add AR System or application user floating licenses to a server, you specify the number of such licenses that can be concurrently used in the Number of Licenses field. This number is the maximum number of licenses available for use. This number does not have to be the same as the number of licenses you purchased. The peak number of user floating licenses that are in-use at the same time during each billing period is tracked and used for billing purposes.
User license limits

You can make any number of user licenses available on your server regardless of the number you purchased. For example, if you purchased 10 AR User Fixed licenses but need to use 15, you can immediately update the Number of Licenses fieldyou do not have to wait for BMC to give you a key. If, during an audit, BMC finds that your usage exceeded your purchased license count, you will be billed for the additional use.
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
Configuration Guide
About license charges
Obtaining license keys

A license key is a value that enables you to activate a license. In AR System 7.5.00, only AR System server licenses require keys. Each key is tied to a particular server; a unique entry for each server is therefore required within the Add or Remove Licenses form. If you purchased your AR System server (AR Server) license through a BMC sales representative or over the web, you can download the product from the BMC Electronic Product Distribution (EPD) site. Access the EPD site from the BMC Customer Support website at http://www.bmc.com/support_home. Information about obtaining your license key for the AR System server will be sent to you after your purchase has been processed. You can request a temporary license key while your permanent key is being processing. Access the Licensing and Passwords site at http://www.bmc.com/support_home.
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 Purchase order number Email address AR System server version AR System server host ID
To determine the AR System server host ID

1 Install AR System. 2 Open the AR System Administration Console. 3 Click System > General > Add or Remove Licenses.
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.
To add licenses by entering them into a form

1 In the AR System Administration Console, click System > General >
Add or Remove Licenses.

Figure 2-1: Add or Remove Licenses form
2 In the Add or Remove Licenses form, click Add New. 3 In the fields under the table, enter the following information: Table 2-2: Fields in Add or Remove Licenses form (Sheet 1 of 2) Field License Type Description From the drop-down list, select the type of license to activate. You can also enter a custom license type that is not in the list. (For license naming rules, see the Integration Guide.)
Note: You can add only one entry for each license type except
server licenses (multiple server licenses are distinguished from each other by license keys). To increase or decrease the number of licenses available for other license types, modify the existing entry. See Modifying licenses on page 41.
36
Configuration Guide
Removing licenses
Table 2-2: Fields in Add or Remove Licenses form (Sheet 2 of 2) Field Description
Number of Licenses For the specified license type, enter the appropriate number of licenses. Server, server option, and application licenses 0 indicates the license is inactive. 1 indicates the license is active. User licenses 0 indicates the license is inactive. Any number greater than 0 indicates the maximum number of licenses available for use. For more information, see About license charges on page 34. License Qualifier Used to further identify license behavior. Do not modify the contents of this field unless instructed to do so by BMC or a qualified BMC partner. (Server licenses only) Enter the appropriate license key in this field. To get a key, see Obtaining license keys on page 35.
Note: Do not enter a 6.07.0.x key in this field. Instead, import it
Key
from a .lic file. See Importing licenses on page 38. Expiration Date For trial licenses, enter the date after which the license is no longer in effect. (In AR System 7.1.00 and later, only trial licenses expire.)
4 Click Save.
To add licenses by importing them

See Importing licenses on page 38.
Removing licenses
To remove an AR System license from a server, follow this procedure.
To remove AR System licenses


2 In the table at the top of the form, select the license to remove. 3 Do one of the following:
Click Delete, and then click OK in the confirmation message. Set the Number of Licenses field to 0, and then click Save.
NOTE
Nonserver license removals take effect immediately. To remove a server license, however, you must restart the server after removing the license.
Chapter 2
Licensing AR System
37
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.
To export AR System licenses


2 Click Export Licenses to File.
The Save Attachment dialog box appears.

3 Navigate to the directory in which you want to save the .lic file. 4 In the File name field, enter a name for the license file or accept the default (arsystem.lic). 5 Click Save.
Importing licenses
To import licenses from AR System 7.x or 6.x .lic files into an AR System 7.1.00 or later 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 and later, 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.
To import AR System 7.x or 6.x licenses


2 Click Import Licenses from File.
The Add Attachment dialog box appears.

3 Navigate to the location of the license (.lic) file to import. 4 Select the file name to add it to the File name field.
38
Configuration Guide
Importing licenses
5 Click Open. 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.
Chapter 2
Licensing AR System
39
Reviewing license usage

To make sure that you are in compliance with your purchased licenses, you can periodically generate a license usage report for each of your AR System servers (including each server in a server group). The report contains the following information: 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.
40
Configuration Guide
Reviewing license usage
To generate a license usage report


2 In the Add or Remove Licenses form, click Generate License Usage Report. 3 Click the arrow next to the License Report Start Date field, and select a date from
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.
A message specifying the location of the ReportResult.csv file appears. By default, the file is stored in this directory: (UNIX) ARSystemServerInstallDir/Db (Windows) ARSystemServerInstallDir\ARServer\Db
6 Click OK.
The license usage report is displayed in a CSV-compatible viewer, such as Microsoft Excel.
NOTE
You can also use the produse.exe utility to generate a license usage report. See Appendix F, Using produse.exe.
Reporting license usage within a date range

By default, the information in the license usage report is based on all the license usage data stored on the server. To limit the information in the license usage report, specify a date range when running a license usage report.
Verifying purchased licenses

To obtain an up-to-date list of your AR System licenses, you can request a reconciliation report of purchased licenses from BMC. Contact your BMC Sales representative or Customer Support (see Support by telephone or email on page 3).
Chapter 2
Licensing AR System
41
Displaying license usage

To provide data for flashboards so that they can display current and historical license usage, two read-only forms have been added to AR System 7.5.00: AR System Current License Usage AR System Historical License Usage
AR System Current License Usage form

The AR System Current License Usage form tracks all licenses currently in use on the server.
Figure 2-3: AR System Current License Usage form
Each entry in the form contains this information:

Table 2-3: Fields in AR System Current License Usage form Field User Name Group ID Application Name License Type Server Name Description Name of the user who acquired the license. ID of the pool that the license belongs to. Applies only to floating licenses. Application that the license applies to. Type of license (fixed, floating, and so on). Server to which the license is applied.
42
Configuration Guide
Table 2-3: Fields in AR System Current License Usage form (continued) Field Time Acquired Description Time that the user acquired the license.
Note: When AR System starts recording data in this form, it
creates records for every license currently in use. Those records include the time that each license was acquired, not the time that recording started. For example, if a user acquires license A at 10:15 a.m. and AR System starts recording data in this form at 10:30 a.m., the Time Acquired for license A is 10:15 a.m. Type of Record Type of record used to track license usage: MainThis record is used as follows: For licenses not in server groups, this is the only record that is created to track usage. For licenses in server groups. this is the parent record that tracks the total usage of a particular type of license. Subrecord (server group only)A child of a main record. When a license is initially acquired in a server group, both a main record and a subrecord are created. If the user acquires another license of the same type on another server in the group without releasing the first license, the second license is recorded as another subrecord of the main record. The same is true for all additional licenses of that type that are acquired within the server group while the main record has at least one subrecord. See Tracking server group license usage on page 45.
You can use the data in the AR System Current License Usage form to generate flashboards that show the licenses currently in use on a server. For example:
Figure 2-4: Example flashboard displaying license information
Chapter 2
Licensing AR System
43
NOTE
To record information in this form, you must turn on the Enable License Tracking option. See Recording data in the license usage forms on page 46.
AR System Historical License Usage form

If a user releases a license while the Enable License Tracking option is on, an entry is added to the AR System Historical License Usage form. The entry contains information about the usage of that license.
Figure 2-5: AR System Historical License Usage form
Each entry in the form contains this information:

Table 2-4: Fields in AR System Historical License Usage form Field User Name Group ID Application Name License Type Time Acquired Time Released Total Use Time Description Name of the user who acquired and released the license. ID of the pool that the license belongs to. Applies only to floating licenses. Application that the license applies to. Type of license (fixed, floating, and so on). Time that the user acquired the license. Time that the user released the license. The total amount of time in seconds that the license was in use.
44
Configuration Guide
You can use the data in the AR System Historical License Usage form to generate flashboards that show the following information for specified time periods: License usage for a specified user, including each time that the user acquired or released a particular license type Number of licenses used by all users for a specified application, license type, or license pool For example:
NOTE
To record information in this form, you must turn on the Enable License Tracking option. See Recording data in the license usage forms on page 46.
Tracking server group license usage

When a user first acquires a particular type of license in a server group, the acquisition is recorded in the AR System Current License Usage form as a main record and a subrecord. If the user acquires another license of the same type on another server in the group without releasing the first license, the second license is recorded as another subrecord of the main record. The same is true of all additional licenses of that type that are acquired while the main record has at least one subrecord. When the user releases one of the licenses, its subrecord is deleted. When the last subrecord is deleted, the main record is also deleted and an entry for the entire session tracked by the main record is added to the AR System Historical License Usage form.
Chapter 2
Licensing AR System
45
Recording data in the license usage forms

By default, AR System does not record data in the AR System Current License Usage and AR System Historical License Usage forms.
To record data in the license usage forms

Server Information.
2 On the Configuration tab, select the Enable License Tracking option. 3 Save your changes.
AR System immediately starts recording data in the license usage forms. You do not need to restart the AR System server.
To stop recording data in the license usage forms

Clear the Enable License Tracking option, and save your change.
WARNING
All data in the AR System Current License Usage form is lost when The Enable License Tracking option is switched off. A standalone server is stopped. All servers in a server group are stopped.
46
Configuration Guide
Chapter
Defining your user base
This section provides instructions for managing information about your AR System users. The following topics are provided: Licensing users (page 48) Viewing user information (page 49) Releasing floating licenses (page 51) License pools (page 52) Adding and modifying user information (page 52) User form permissions (page 59) Allowing guest users (page 59) Special submitter mode (page 60) Validating password information (page 61) Enforcing a password policy (page 62) Setting up an authentication alias (page 69) Unique user logins (page 73)
Chapter 3 Defining your user base
47
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 license types for accessing the AR System server:
Table 3-1: License types (Sheet 1 of 2) License type Read Description Enables users to search for and display requests within their assigned permissions. Administrators can configure the AR System server to enable users with Read licenses to submit requests and to modify requests that they submit. (See Special submitter mode on page 60.) Enables users to search for and display requests within their assigned permissions. Administrators can configure the AR System server to enable users with Restricted Read licenses to submit requests. But users with Restricted Read licenses cannot modify any requests, including their own. It does, however, allow the same login account to access AR System from multiple IP addresses simultaneously, such as when browsing a knowledge base or completing online surveys. Fixed Includes all the capabilities of a Read license, and also enables users (based on the permissions of the groups to which they belong) to modify and save requests that they did not submit. AR System administrators and subadministrators must have a Fixed license. Other AR System users who consistently need to modify requests must also have Fixed licenses. A Fixed license is associated with a user name and is always reserved for that user. Users who have a Fixed license can access the AR System server at any time. A user cannot be assigned the same Fixed 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 license before it can be assigned again.
Restricted Read
48
Configuration Guide
Viewing user information
Table 3-1: License types (Sheet 2 of 2) License type Floating Description Includes all the capabilities of a Read license, and also enables users to modify and save data for requests that they did not submit based on the groups to which they belong. Multiple users can use the same Floating licenses, one user at a time: they are available on a first-come, first-served basis. This type of license is designed for users who occasionally need to modify and save requests. A user with a Floating license is temporarily logged in to AR System with a Read license. When a search, modify, or submit is performed, AR System checks for an available Floating license. If a license is available, the user is granted write access to requests. If no licenses are available, the user is notified and continues to use the Read license until a license becomes available. Generally, Floating licenses are shared by all AR System users. You can, however, define license pools to reserve a set of Floating licenses for a group of users. This enables you to prioritize the availability of Floating licenses. For example, you can allocate a number of licenses to department managers to make sure that they can immediately approve essential requests. Users who do not belong to this group cannot acquire any of the reserved licenses.
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 users do not need to log in again if their IP address changes during a session. After a user logs out of one machine, the user might need to wait a short time to make sure the 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 can be helpful if someone forgets to log out of a client at a different location. Only one license take-over is allowed every fifteen minutes for all users on the system.
Viewing user information

The Manage User Licenses form displays information about the registered and current users on the selected server. The registered user information is the information submitted for each user in the User form. See Adding and modifying user information on page 52 for more information.
To display user license information

1 In a browser or BMC Remedy User, open the AR System Administration Console,
and click System > Application > Users/Groups/Roles > License Review. The Manage User Licenses form appears.
49
Figure 3-1: License information
2 From the Users Category list, select one of the following options:
Server - Current Users Displays the following information for each user currently connected to AR System through an AR System license: The name of the user The type of AR System license assigned The connect time during the current session The time that the user last accessed the server during this session The floating license pool Server - Registered UsersDisplays the following information for all users known to AR System with an AR System license: The name of the user The type of AR System license assigned The default notification mechanism The email address 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 Administration: Server Information form (Configuration tab). 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 program with the glu command. For more information about the driver program, see the C API Reference.
50
Configuration Guide
Releasing floating licenses
Application - Current UsersDisplays the following information for each user currently connected to AR System through an Integration System Vendor (ISV) license: The name of the user The type of AR System license assigned The connect time during the current session The time that the user last accessed the server during this session The floating license pool Application - Registered UsersDisplays the following information for all users known to AR System with an Integration System Vendor (ISV) license: The name of the user The type of AR System license assigned The default notification mechanism The email address
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 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.
Releasing floating licenses

Users who work with a floating license are subject to a time-out interval, which determines the amount of time before the floating license is released automatically when the user does not perform any actions against the server. Administrators can terminate a users session only one time in a 24-hour period.
To release a floating license

and click System > Application > Users/Groups/Roles > License Review. The Manage User Licenses form appears.
2 From the Category option list, select Current Licenses. 3 From the License Type list, select Floating.
A list of users with the selected license type appears.

4 From the list of active users, select the appropriate user.
51
5 Click Release User.
The license held by that user is released. Another user can take the license and start working. If the original user returns, the user cannot get back into the system if no licenses 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.
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 no licenses are 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 no licenses are 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 the user 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 following Adding and modifying user information section and the Form and Application Objects Guide.
Adding and modifying user information

IMPORTANT
If you use AR Systembased applications, set up users in each applications People form, not in the AR System User form. For more information, see the application documentation. In AR System, you can have registered users and guest users. Each type of user has different privileges within the system, as discussed in the following sections.
52
Configuration Guide
You enter data in the User form to define the components that work together to determine each users access to AR System: login name, password, group membership, and license type. You also define notification information for each user in this form. To grant a user permission for AR System objects, add the user to the groups to which access will be given. To make a user part of a group, choose the appropriate group from the Group List menu in the User form. (Multiple group names in the Group List field are separated by spaces.) You can select from the reserved AR System groups. For more information about groups, see the Form and Application Objects Guide.
Figure 3-2: User form in new mode
53
The following table lists the key fields in the User form.
Table 3-2: User form fields (Sheet 1 of 3) Area name Field Description Identifying name that the user enters into the User Name field when logging in to AR System. The name can be the same or different than the user name by which this user is known to the underlying operating system. 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 62. Full Name Password Full name of the user. Identifying password that the user enters when logging in to AR System. This field is limited to 29 characters. The Password field is encrypted into the database using a one-way hash (SHA1), so unauthorized users cannot retrieve passwords in clear text, for example, to log in to applications. To enhance system security, select a password that is different from one used for another purpose. If unsecure passwords are needed for applications, store the password in a character field rather than the Password field (field 102). If the password field is left blank, the AR System server will not validate the password with the users Windows or UNIX password, unless you configure the server to cross-reference a blank password. For more information, see Cross Ref Blank Password on page 141. 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 62. Group List 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. 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.
User Information Login Name
54
Configuration Guide
Table 3-2: User form fields (Sheet 2 of 3) Area name Field Description The names of the computed groups to which the User is a member. The members of a computed group are calculated by the server based on the groups that the User belongs to. This is a display-only field, and the field ID is 121. To search in this field in a query-by-example, enter the ID number of a computed group. To enter more than one computed group ID, include semicolons after each ID. You must enter the computed group IDs in the same order in which the names appear in the Computed Group List field when the users record is displayed. In the following examples: The ID for Computed Group 1 is 5678. The ID for Computed Group 2 is 6789.
User Information Computed (continued) 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 License Type Full name of a user. By default, this name appears in the Results pane of the User form when users perform a search operation. Type of license that the user is assigned: Read, Restricted Read, Fixed, or Floating. The default is Read. See License types on page 48 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, see Chapter 12, Using full text search. Application License List of application licenses granted to the user. For example, BMC Change Mgmt User Fixed, where BMC Change Mgmt is the name of the application and User Fixed is the type of license. AR System automatically populates this field according to information entered in the applications People form.
Note: To use AR Systembased applications from BMC Software, users
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.
55
Table 3-2: User form fields (Sheet 3 of 3) Area name Field Description Email address used to notify the user if email is the notify method. Defines the status of the user account. This field is for information only. It does not change the status of a users account. The options are: CurrentThe account is in use. DisabledThe account is no longer in use. This field is set through workflow if you set a password policy. For more information, see Enforcing a password policy on page 62. 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 is not affected. This User For more information about password management, see Enforcing a password policy on page 62. Dynamic Group Access Last Password Change for Policy Account Disabled Date The dynamic group to which the user belongs. The last time the password was changed. AR System automatically updated this field when a users password is changed. The date the account was disabled, if applicable.
User Information Email Address (continued) Status
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 Indicates when a user will receive a warning message before the password is set to expire unless changed. 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 licenses included with AR System to new users.
56
Configuration Guide
To create new users

1 Log in to BMC Remedy User or a browser.
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
/ Groups / Roles > User. The User form opens in Search mode.
3 Choose Actions > New to switch to New mode. 4 Enter information in the appropriate fields, as described in the previous table. 5 Save your changes.
If adding the user causes you to exceed your license limit, an error message appears.
To modify user information

2 Click Search to retrieve a list of currently defined users. 3 Select the appropriate user from the list. 4 Modify information in the appropriate fields. 5 Save your changes.
WARNING
Do not modify the Demo users Fixed license or Administrator group membership until you have created another Administrator user first, or you will lose administrator privileges.
57
To delete users
1 From the AR System Administration Console, click System > Application >
Users / Groups / Roles > User. The User form opens in Search mode.
2 Click Search to retrieve a list of currently defined users. 3 Select the appropriate user from the list. 4 Choose Actions > Delete.
A confirmation box appears to verify that you want to delete the selected users.
5 Click OK.
WARNING
Do not delete the Demo user until you have created another Administrator user first, or you will lose administrator privileges.
To allow users to change user record information

1 Open the User form in BMC Remedy Developer Studio. 2 Make the User forms Assigned To field visible. (By default, the field is hidden.) a Double-click the Assigned To field to open the field Properties dialog box. b In the Display tab, clear the Hidden check box. 3 Give the Assignee group Change permission for the Password, Default Notify
Mechanisms, or Email Address fields.

4 Give public visible permissions.
For information about defining field properties and field permissions, see the Form and Application Objects Guide.
5 Save your changes, and close Developer Studio. 6 In a web client or in BMC Remedy User, open the AR System Administration
Console, and click System > Application > Users / Groups / Roles > User. The User form opens in Search mode. The Assigned To field is visible in the User form.
7 Retrieve a list of currently defined users. 8 Select the appropriate user from the list. 9 Copy the Login name to the Assigned To field to make the user the Assignee.
By using the Assignee group, you allow the user to modify the 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.
58
Configuration Guide
User form permissions
User form permissions

Prior to version 7.1 of AR System, only the Administrator group had access to the form. In version 7.1 and later, the following changes were made: The Public group has Hidden permission to the User form. 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 might affect your customizations. These changes enable you to enforce a password policy. For more information, see Enforcing a password policy on page 62.
Allowing guest users

AR System includes a setting that enables you to permit users who are not recognized users (that is, not listed in the User form) to have access to BMC Remedy User as a member of the Public Group. Allowing guest users can involve as many as three settings, depending on whether you want the user only to log in to BMC Remedy User or also to submit new requests and modify existing requests for which the guest user is the original submitter.
To allow guest users

and click System > General > Server 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
each field in which you would expect a value to be supplied:

a Open the form in BMC Remedy Developer Studio. b Select the field.
59
c In the Properties tab, set the Allow Any User to Submit property to Yes.
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.
d Save your changes. 6 To enable guest users to modify an existing request for which they are the
submitter (in the Submitter field), complete the following steps:

a In a browser or BMC Remedy User, open the AR System Administration: Server
Information form.
b Click the Licenses tab. c From the Submitter Mode option list, select Locked.
The guest user can modify all existing requests, where the guest user is the original submitter, without a write license for fields that have Change access for the Submitter group. For more information, see the Special submitter mode on page 60.
d Click OK. e Restart the AR System server.
Special submitter mode

AR System contains a setting that allows users to modify requests that they initially submitted even if they do not have a write license. To enable this feature, set the Submitter Mode option to Locked in the Licenses tab of the AR System Administration: Server Information form.
Figure 3-3: Setting Submitter Mode on the Licenses tab
Set Submitter Mode to Locked.
60
Configuration Guide
Validating password information
The Submitter Mode options are: 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. ChangeableRequires users to have a write license to change any record, including requests for which they are the submitter.
Validating password information

The AR System server can validate the password entered by a user against the users Windows or UNIX login password instead of maintaining a password that is AR System specific. To allow this, you must: Make sure that the AR System user name and the operating system user name are identical. If you are using Authentication aliases (as described in Setting up an authentication alias on page 69), the Login name alias should be identical to the operating system user name. Leave the Password field in the User form blank. (See the column Field on page 54.) 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 124.)
WARNING
Make sure that you specify a password for Administrator accounts (such as Demo) before enabling Cross Ref Blank Password. Otherwise, an administrator can be locked out of the system. 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): AgingDetermines how quickly a password expires. Lockout periodsLimits the number of incorrect logins a user can enter before getting locked out. LengthSets a consistent password length.
61
Enforcing a password policy

You can enforce a password policy with the User Password Management Configuration form.
Figure 3-4: User Password Management Configuration form
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 59. 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. With a password policy, you can: Force all users or individual users to change their passwords when they use BMC Remedy User or a browser Enforce restrictions on passwords (HIPAA standards are shipped as the default restrictions.) Set up password expiration with scheduled warnings Disable an account after the expiration period Enable users to change their passwords at will
62
Configuration Guide
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 64. For information about the Cross-Reference Blank Password feature used with external authentication, see Cross Ref Blank Password on page 141.
Setting up the mid tier for the password policy

If you are running on a mid tier, use the BMC Remedy Mid Tier Configuration Tool to set an authentication server for the mid tier, and set up the policy on that server. To set the authentication server, open the BMC Remedy Mid Tier Configuration Tool, and click the General Settings link. Then, enter the server in the Authentication Server field.
Forcing users to change their passwords

With the Enforce Policy and Restrictions check box in the User Password Management Configuration form, you can force all users to change their passwords according to the policy you set up.
To force all users to change their passwords

1 From the AR System Administration Console, click System > General > Password
Management Configuration.
2 In the User Password Management Configuration form, select the Enforce Policy
and Restrictions check box if it is not already selected.

3 Complete the fields in the Enforcement Policy and Restrictions sections.
For more information about these fields, see: Enforcing restrictions on passwords on page 65 Setting up password expiration with scheduled warnings on page 68 Disabling an account after the expiration period on page 68
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.
63
To force newly created users to change their passwords

Management Configuration.
2 In the User Password Management Configuration form, select the New User Must
Change Password check box.

3 Click Save.
Now, when you create a new user, the first time a user logs in, the user will be prompted to change the password.
To force individual users to change their passwords

2 Click Search to retrieve a list of currently defined users. 3 Select the appropriate user from the list. 4 Modify the Password Management fields, as needed.
For more information about the User form, see Adding and modifying user information on page 52.
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 65. If you change the policy User Password Management Configuration form, changes in the User form are overwritten.
To disable password management for individual users

2 Click Search to retrieve a list of currently defined users. 3 Select the appropriate user from the list. 4 Select the Disable Password Management For This User check box. 5 Click Save.
64
Configuration Guide
To revert an individual user to global password management settings

2 Click Search to retrieve a list of currently defined users. 3 Select the appropriate user from the list. 4 Clear all the Password Management fields on the form. 5 Click Save.
Enforcing restrictions on passwords

By default, the password management policy uses workflow to enforce Health Insurance Portability and Accountability Act (HIPAA) rules for new passwords. You can use the default restrictions, add further restrictions, or disable the default restrictions and use your own. The HIPAA rules include the following restrictions: Blank passwords are not allowed. The password cannot match the login name. The user cannot use the old password when changing the password. The password cannot be a dictionary word, which is achieved by the following rules: Must be a minimum of eight alphanumeric characters Must include at least one uppercase alphabetic character. Must include at least one lowercase alphabetic character. Must include at least one non-alphanumeric (special) character. Other restrictions include: The administrator must be able to change the password at any time. 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.
65
Setting up password restrictions

Management Configuration. The User Password Management Configuration form appears.

2 To disable the default HIPAA character restrictions, select the Disable Default
Character Restrictions check box. This check box disables the default HIPAA character restrictions regarding nonalphanumeric characters and case-sensitivity. If the check box is selected, users can enter any characters in the Password field, except for characters that are restricted according to what you enter in the Restrictions Qualifier field. Length restrictions are still enforced, but you change them withe Minimum Length field as described in the following step.
3 Complete the following fields in the Restrictions section.
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. Restrictions QualifierSpecifies restrictions in addition to the default HIPAA restrictions. For example, to force users to include a number in their password, enter:
'New Password' LIKE "%(0-9)%"
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: Use the default restrictionsDo not enter a qualification in the Restrictions Qualifier field. Use the default restrictions, but refine them furtherSimply enter a qualification in the Restrictions Qualifier field. Replace the default restrictions with your own custom restrictionsSelect the Disable Default Character Restrictions check box and enter a qualification in the Restrictions Qualifier field. 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. For more information, see Examples of qualifications for the Restrictions Qualifier field on page 67. Failure MessageSpecifies the message if a password is entered that does not qualify against the restrictions set.
4 Click Save.
66
Configuration Guide
Examples of qualifications for the Restrictions Qualifier field

If the Disable Default Character Restrictions check box is not selected, the qualifier entered in the Restrictions Qualifier field is appended to the current default restriction. However, you cannot change the qualifier that is already defined in the default qualifier, which enforces that the password must include at least one lowercase, one uppercase letter, and a special character. Example 1 To add a restriction requiring users to include a number in their password, enter the following qualification in the Restriction Qualifier field:
'New Password' LIKE "%[0-9]%"
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 "%[âz]%")
A password like AA1# is valid. Example 3 The following qualification would not work because you cannot invalidate the default qualifier, which requires a letter in the password.
('New Password' LIKE "%[Â-Z]%") AND ('New Password' LIKE "%[âz]%"
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]%"
With this restriction, 1111 is an acceptable password if the minimum length is 4. A password without any numbers (such as aaaa) would cause an error.
67
Setting up password expiration with scheduled warnings

You can control when a password will expire and how many days before the expiration that users are warned.
NOTE
Notifications that the User Password Management application sends are in English only.
To set up password expiration with scheduled warnings.


2 Complete the following fields in the Enforcement Policy section.
Number of Days Before ExpirationIndicates the numbers of days before a users password will expire if it is not changed. Number of Warning DaysIndicates when a user will receive a warning message before the password is set to expire unless 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 52.
Disabling an account after the expiration period

If a user does not change his or her password before a specified time, you can disable that users account.
To disable a users account through the password policy


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.
You can also perform this function in the User form for individual users. For more information, see Adding and modifying user information on page 52.
68
Configuration Guide
Setting up an authentication alias
Enabling users to change their passwords at will

A Change Password link is automatically placed on the Home Page form so users can change their passwords voluntarily. When they click the link, the User Password Change form is opened.
Figure 3-5: User Password Change form
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.

An authentication alias allows you to use an alternate user name (User Name Alias) or an authentication string (Authentication String Alias) when the operating system or an AR System external authentication (AREA) plug-in is performing the authentication. The User Name Alias and the Authentication String Alias operate independently of one another, so you can use both or either one alone.
User Name Alias

A User Name Alias is a secondary account name associated with a user and is only for authentication purposes. The user's primary account name (the login name that is entered into the User Name field of the Login dialog box of AR System clients) is used for all other purposes. If a User Name Alias is defined, the AR System server uses it to authenticate the user and password.
69
The User Name Alias is applicable in the following situations: 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. When a users computer account or domain name is subject to changes. Leveraging an alias allows the user to continue using the same user name to log in throughout the changes.
Configuring the User Name Alias

To configure a User Name Alias, add a character field to the User form in BMC Remedy Developer Studio and name it Authentication Login Name. Set the fields properties as follows:
Table 3-3: Fields used to configure a user name alias Field Property Name Field ID Data Type Database Length Field Authentication Login Name 117 Character 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
Be cautious when setting permissions. Typically, the values in this field should be set only by an administrator, or by using workflow. The information in the Authentication Login Name field is accessed when the user logs in to an AR System client and the following conditions apply: Cross-Reference Blank Password is configured on the AR System server (see Cross Ref Blank Password on page 141). The Password field on the User form is empty. One of the following external authentication methods is used: An AREA plug-in A Windows Domain server (when the AR System server is running on a Windows platform) A UNIX password resolution (when the AR System server is running on a UNIX platform)
70
Configuration Guide
Figure 3-6: Login dialog box
Relates to the value in the Authentication Login Name field on the User form.
The Authentication Login Name field on the User form interacts with the User Name field in the Login dialog box according to the following rules: If the Authentication Login Name field is present on the User form, the value contained in this field is used for authentication instead of the name entered in the User Name field in the Login dialog box. For backwards compatibility, if the Authentication Login Name field is not present on the User form, or the value in this field is NULL, then the user is authenticated with the information entered in the User Name field in the Login dialog box. These rules apply to all AR System clients, including those accessing an AR System server using C or Java APIs.
Authentication String Alias

When an Authentication String Alias is defined, it overrides any entry in the Login dialog box of the AR System client. The Authentication String Alias can be used to identify the correct authentication domain for the user. Use the Authentication String Alias in the following situations: When users belong to specific authentication domains and you do not want to require users to enter an authentication string when they log in. When a users computer account or domain name is subject to changes. Leveraging an Authentication String Alias allows the user to continue using the same user name to log in throughout the changes.
71
Configuring the Authentication String Alias

To configure an Authentication String Alias, add a character field to the User form in BMC Remedy Developer Studio and name it Authentication String. Set the fields properties as follows:
Table 3-4: Fields used to configure an authentication string alias Field Property Name Field ID Data Type Database Length Field Authentication String 118 Character 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
Be cautious when setting permissions. Typically, the values in this field should be set only by an administrator, or by using workflow. The information in the Authentication String field is accessed when the user logs in to an AR System client and the following conditions apply: Cross-Reference Blank Password is configured on the AR System server (see Cross Ref Blank Password on page 141). The Password field on the User form is empty. One of the following external authentication methods is used: An AREA plug-in A Windows Domain server (when the AR System server is running on a Windows platform) A UNIX password resolution (when the AR System server is running on a UNIX platform)
Figure 3-7: Login dialog box
Relates to the value in the Authentication String field on the User form.
72
Configuration Guide
Unique user logins
The Authentication String Alias field on the User form interacts with the Authentication field in the Login dialog box according to the following rules: The value in the Authentication String field on the User form is used instead of the entry in the Authentication field in the Login dialog box. For backwards compatibility, if the Authentication String Alias field is not present on the User form, or the value in this field is NULL, then the information entered in the Login dialog box is used for authentication. These rules apply to all AR System clients, including those accessing an AR System server using C or Java APIs.
Unique user logins

In AR System 6.3, it was possible to have multiple users with the same user name but different passwords log in at the same time. AR System 7.0 and later versions do not allow multiple users with the same user name if you use the User form for authentication. If, however, you use external authentication, multiple users with the same user name can log in only if they belong to the same groups. (In the cache, only one session is created, and this session will be used for both users.) If you are upgrading to AR System 7.0 or later from a 6.3 system where you allow multiple users with the same user name but different passwords, the AR System upgrade scripts will fail and will generate a message suggesting that you correct the multiple user name problem.
73
74
Configuration Guide
Chapter
Setting user preferences
This section discusses options for setting user and administrator preferences locally and on the server (centralized). The following topics are provided: User preferences and customizations (page 76) AR System User Preference form (page 81)
Chapter 4 Setting user preferences
75
User preferences and customizations

Users can set individual preferences for the behavior and display characteristics of the clients they use. These preferences can be stored locally (on the client machine) or centrally (on a designated preference server). Centralized preferences help users who want to have the same settings and customizations available when they use multiple machines. Local preferences are used when no preference server is designated in the Preference Server field of the Login dialog box. Users who log in to BMC Remedy User can use local or centralized preferences. Users who log in to web clients must use centralized preferences.
Local preferences
Local preferences are saved on the users computer in the local ar.ini file. Users can update this file by making selections in the Options dialog box, which is accessed through the Tools > Options menu item in BMC Remedy User. For multiple users on a single machine using BMC Remedy User, you can set up separate user accounts by creating individual Home directories. For more information about the content and format of files in the Home directory, see BMC Remedy User help. For information about setting up user accounts, see Adding and modifying user information on page 52.
To use local preferences

1 Open BMC Remedy User. 2 Enter your login information and specify (none) in the Preference Server field on
the Login window. Your preferences are saved to your local ar.ini file. 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.
76
Configuration Guide
Centralized preferences
Centralized preferences are saved on a preference server. Preference servers contain the following preference forms, which are installed when you install the AR System server.
Table 4-1: Preference forms Form AR System User Preference form Purpose and Content Stores preferences for BMC Remedy User, BMC Remedy Alert (if installed), and web clients. When a user logs in to BMC Remedy User or BMC Remedy Alert using a preference server, any changes made in the Options dialog box are automatically saved to the AR System User Preference form. (To access the Options dialog box, choose Tools > Options.) Administrators can set the value of the fields in the AR System User Preference form by using the PERFORM-ACTION-SET-PREFERENCE run process command. See the Workflow Objects Guide for more details. For descriptions of the fields in the AR System User Preference form, see AR System User Preference form on page 81. AR System User Central File form (BMC Remedy User only) Stores copies of locally stored customized files such as saved searches, favorite forms, macros, reports, customized field defaults, and user data files. Note that recently used forms, guides, applications, and requests are stored in the AR System User Preference form. 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. AR System Searches Preference form (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 BMC Remedy Mid Tier Guide.
AR System Administrator Stores preferences for BMC Remedy Developer Studio and BMC Remedy Data Preference form Import. By default, this form has administrator permissions only. You might want to set subadministrator permissions by following the procedures in the Form and Application Objects Guide. Display preferences and the list of login servers are shared with BMC Remedy User and are stored in the AR System User Preference form. BMC Remedy Developer Studio and BMC Remedy Data Import users can also access these preference settings in the Options dialog box (choose File > Preferences). The changes made here are saved to the AR System Administrator Preference from.
77
To access these forms through the AR System Administration Console, click System > User Preferences or click System > Admin Preferences. If the preference forms are not present on the server or if the user does not choose a preference server, the local ar.ini file is used to determine their preferences. If the preference forms are not installed, you can import the definition files, as described in the Form and Application Objects Guide.
Restricting preferences from users

To restrict preferences, remove Public permissions from individual fields in the AR System User Preference form.
Configuring clients to use a preference server

To use centralized preferences in BMC Remedy User, users must specify a preference server during login by entering the servers name in the Preference Server field of the Login dialog box. (If the field does not appear, the user must click the Options button to see the field.) For web clients, administrators specify preference servers during the mid tier installation, or they can specify these servers later by using BMC Remedy Mid Tier Configuration Tool. For more information, see the BMC Remedy Mid Tier Guide.
Establishing a mandatory preference server

As an AR System administrator, you can designate a mandatory preference server that stores the system preference information. This configurable server setting provides a mechanism to enforce the use of centralized preferences across an organization.
To enable a mandatory preference server

and click System > General > Server Information. The AR System Administration: Server Information form appears.
2 Click the Advanced tab.
78
Configuration Guide
Figure 4-1: Server InformationAdvanced tab
3 Select the appropriate Preference Server Option:
User DefinedAllows the user to determine whether to use a preference server. Use This ServerDesignates the current server as the preference server. (The preference forms must be available.) Use Other ServerDesignates the current server as a non-preference server and indicates another server on the system is set with Use This Server.
IMPORTANT
If Use This Server or Use Other Server is selected, the local preferences are disabled. The system attempts 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.
4 Click OK.
79
Behaviors associated with preference server configuration

Different behaviors will occur depending on the server settings you configure. If you choose User Defined as the Preference Server Option on the Advanced tab of the AR System Administration: Server Information form, the following behaviors can occur:
Table 4-2: User Defined behaviors User action The user leaves the Preference Server field blank. Behavior The local preferences are used (ar.ini file).
The user specifies a The system connects to the preference server, and the Accounts valid preference server. list is updated to reflect the list of servers that are specified on the Server List setting. The user specifies an invalid preference server. The local preferences are used (ar.ini file).
If you choose Use This Server or Use Other Server as the Preference Server, the following behaviors can occur:
Table 4-3: Use This Server or Use Other Server behavior (Sheet 1 of 2) User action The user leaves the Preference Server field blank. Behavior The system searches the Accounts list for a server that is designated as a preference server. If one is found, the server name is written to the Preference Server field of the Login dialog box. In addition, the accounts list is updated to reflect the list of servers that are specified on the Server List setting for that preference server.
Note: The user receives this warning: 50176A preference
server has been selected based on the Administrator settings. If no preference server is available, the default preference values are used and no session specific changes to the preferences are stored. (Local preferences are disabled.)
80
Configuration Guide
AR System User Preference form
Table 4-3: Use This Server or Use Other Server behavior (Sheet 2 of 2) User action Behavior
The user specifies a The system connects to the preference server and the Accounts valid preference server. list is updated to reflect the list of servers that are specified on the Server List setting for that preference server. The user specifies an invalid preference server. The system searches the accounts list for a server that is designated as a preference server. If one is found the server name is written to the Preference Server field of the Login dialog box. In addition, the accounts list is updated to reflect the list of servers that are specified on the preference server.
Note: The user receives this warning: 50174The preference
server specified is invalid. Another preference server has been selected. If no preference server is available, the default preference values are used and no session specific changes to the preferences are stored. (Local preferences are disabled.) The user receives this warning: 50175 -- The preference server specified is invalid. User preferences will not be used.

The following sections describe the fields on each of the tabs in the AR System User Preference form.
Table 4-4: Tabs in the AR System User Preference form Tab Accessibility tab Advanced tab Alert tab Color tab (BMC Remedy User only) Confirmation tab Display tab (BMC Remedy User only) Edit tab File tab (BMC Remedy User only) General tab Home Page tab Locale tab Logging tab Misc tab Recent tab Report tab Web tab Window tab See page 82 page 84 page 86 page 87 page 88 page 89 page 90 page 92 page 93 page 98 page 99 page 101 page 102 page 106 page 107 page 109 page 111 Chapter 4 Setting user preferences 81
Common fields
Common fields reside in the upper portion of the AR System User Preference form. These fields affect both BMC Remedy User and the mid tier.
Figure 4-2: AR System User Preference formcommon fields
Table 4-5: Common fields on the AR System User Preference form Field Name Login Name Description 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 Lets the administrator create, search for, and modify preferences based on a value in this field. The default setting is Preference entry for $USER$. Status Create Date Modified Date Last Modified By Not used. The date the record was created. This field is display-only. The date the record was last modified. This field is display-only. The login name of the user who last modified the record. This field is display-only.
Accessibility tab
The Accessibility tab form contains the following web accessibility preferences. If no user preferences are set, no Section 508 enhancements are made to the form. For each user, Section 508 enhancements are added dynamically when the HTML for the form is read.
82
Configuration Guide
Figure 4-3: AR System User Preference formAccessibility tab
Table 4-6: Accessibility tab fields Area name Field Name Description BMC Web Remedy client User + +
Accessibility
Accessible Mode
Generates the HTML page so it is optimized as follows: DefaultNo optimization. Screen Magnifier/Low VisionAccessed with a screen magnification device. Screen Reader/No VisionAccessed using screen reader software. Accessible Mode is enabled when it is set to Screen Reader/No Vision.
Note: When adding image buttons to a form, you must
add a label for the button image so that screen readers can read the ALT tag for the image. When the No Vision option is set in user preferences, the screen reader will use the label text to read the ALT tag. Accessible Message Designates the type of nonvisual feedback that applies to + workflow for this view. The options are: No ActionNo messages are shown for accessibility. Active link message actions of the type Accessible are ignored. Message ActionDisplays accessibility messages defined by the active link message action of type Accessible. All ActionsDisplays accessibility messages to reflect visual changes on the page as well as accessible messages defined by an active link message action of the type Accessible. Accessibility messages are displayed for visual changes caused by Change Field and Set Field active link actions, and other user actions such as table refresh. These messages reflect the visual changes that the user would have experienced otherwise. If a field is hidden, changes caused by these actions are ignored.
Note: These options are not used in the BMC Remedy Mid
Tier 6.3 and later.
83
TIP
No Vision users might need more time to traverse forms, so increase the Session Timeout in Minutes field on the Web tab. For more information, see Web tab on page 109.
Advanced tab
Figure 4-4: AR System User Preference formAdvanced tab
Table 4-7: Advanced tab fields (Sheet 1 of 2) Area name Field Name Description BMC Web Remedy client User +
Form
Default Form View
Defines the view to be used as the default for all forms.

Note: If the user enters a view name that does not exist,
AR System determines which view best fits. This might not be the default view. Open Defines the extension to be used as the default for all Window View forms that are opened from other forms. Extension Note: If the user enters an extension that does not exist, AR System determines which view best fits. This might not be the default view. Display Defines which forms are available. The options are: Hidden Forms NoOnly those forms that have been designated as (Admin) visible are available. YesAll forms are available, whether designated as hidden or visible.
Note: This option is available only if the user is logged in
as an administrator or subadministrator to an active server.
84
Configuration Guide
Table 4-7: Advanced tab fields (Sheet 2 of 2) Area name Field Name Description BMC Web Remedy client User + +
Table Fields
Refresh Content on Display
Defines whether the data in a table field is refreshed automatically every time a form is displayed.
Note: The user can refresh the table manually by clicking
on it. Report Report Server Defines the name of the server where the following reporting forms reside: ReportType ReportCreator Report ReportSelection The server name also serves as the home for report definition files created. This entry is necessary when the server that stores the reporting forms is different from the server that stores the data to be reported on. This field is blank by default. Preview Report Specifies whether to preview reports in BMC Remedy User or a different program you specify. The options are: NoDisplays reports in BMC Remedy User. YesDisplay reports using the program specified in the Use this program to preview field. Use this program to preview ODBC Use Underscores Specifies the program to be used to preview standard BMC Remedy User reports. Defines whether to replace special characters with underscores when running reports. Using underscores is important if the user is running Crystal Reports and there are field or form names that contain special characters. Result View Alert Sort Sort Criteria Displays the last column on which the user sorted a result or alert list. The user can specify a value in this field. Displays the value set when the user chooses Actions > Sort Options and specify values. The user can set sort options on a per-form basis. Reserved for future use. + + + + + +
AR System Reserved
AR System Reserved
N/A
N/A
85
Alert tab
Figure 4-5: AR System User Preference formAlert tab
Table 4-8: Alert tab fields (Sheet 1 of 2) Area name Field Name Description BMC Web Remedy client User N/A* N/A*
When I start my computer On Startup
Auto start AR System Alert Prompt For Login (Alert only)
Designates whether to start BMC Remedy Alert when the user starts his or her computer. Designates whether to prompt the user for login information when Alert is started. The options are: NoThe user name and password entered are saved and used to log the user in automatically the next time BMC Remedy Alert is started. YesThe user must enter the user name and password each time the user start BMC Remedy Alert. Designates whether to display summary information when Alert is started. Designates the port on which to listen for alerts. The Listen Port is used in conjunction with Advanced Server Properties settings in the Accounts dialog box to configure BMC Remedy Alert to function outside of a firewall. Designates whether logging should occur for Alert. Designates the path and name of the log file. By default, alert log files are stored with a .log file extension. Designates how long the OLE Transaction Timeout is for BMC Remedy Alert. OLE is used to open the Alert list in BMC Remedy User.
N/A*
N/A*
Display Alert Summary Listen Port Port Number
N/A* N/A*
N/A* N/A*
Logging
Enabled Logging If Yes, Logging Path
N/A* N/A*
N/A* N/A*
Misc
OLE Timeout
N/A*
N/A*
* N/A = The setting does not apply to BMC Remedy User or the web client. The setting applies to activities such as logging or other clients (such as BMC Remedy Alert).
86
Configuration Guide
Table 4-8: Alert tab fields (Sheet 2 of 2) Area name Field Name Description BMC Web Remedy client User + +
Open Alert List using
Designates which application should be used to open the Alert List. The options are: AR System User Web Server Designates the server to be used to open the Alert list. Designates whether to display alert information when received. Designates whether to flash the Alert icon when a new alert is received. Designates whether to beep when a new alert is received.
N/A* N/A* N/A* N/A* N/A* N/A* N/A* N/A*
N/A* N/A* N/A* N/A* N/A* N/A* N/A* N/A*
On Startup
Display Alert Message Flash Icon Beep
Play Wav File Designates whether to play a .wav file when a new alert is received. Wav File Run Process Run Process File Designates the .wav file to play if the P lay Wav File option is set to Yes. Designates whether to run a process when a new alert is received. Designates the process to run if the previous option is set to Yes.
Color tab (BMC Remedy User only)

The Color tab displays the colors associated with BMC Remedy User window types.
Figure 4-6: AR System User Preference formColor tab
87
In addition, the Use Background Color field designates which colors from the Color tab of Tools > Options window are used in BMC Remedy User windows. The options are: NoUse the default color defined on the Color tab. YesUse the color codes defined on the Color tab.
Confirmation tab
Figure 4-7: AR System User Preference formConfirmation tab
Table 4-9: Confirmation tab fields Area name Field Name Description BMC Web Remedy client User + +
Confirm
After Creating Defines whether a confirmation appears after a new a New request. The options are: Request No(Default) The entry is submitted without verification. YesA dialog box appears after the form is submitted to verify the submitted entry and the entry ID. When Deleting a Report Defines whether a confirmation appears when the user attempts to delete a report. The options are: No(Default) The report is deleted without verification. YesA dialog box appears when the user attempts to delete a report. Defines whether a confirmation appears when the user attempts to delete a saved search. The options are: No(Default) The saved search is deleted without verification. YesA dialog box appears when the user attempts to delete a saved search. Defines whether a confirmation appears when the user attempts to delete a macro. The options are: No(Default) The macro is deleted without verification. YesA dialog box appears when the user attempts to delete a macro.
When Deleting a Saved Search
When Deleting a Macro
88
Configuration Guide
Display tab (BMC Remedy User only)

The Display tab displays the values specified on the Display tab in the Options dialog box for fonts associated with BMC Remedy User field types. If you use the default values, the fields in the Display tab are empty.
Figure 4-8: AR System User Preference formDisplay tab
89
Edit tab
Figure 4-9: AR System User Preference formEdit tab
Table 4-10: Edit tab fields (Sheet 1 of 3) Area name Field Name Description BMC Web Remedy client User +
Table Field
Table Field Column Width Table Field Column Order Table Field Column Sort Table Field Refresh Interval
Information about a table field that AR System saves when the user changes the size of columns in the table field, including the server name, form name, table field ID, column ID, and the size of the column. Stores column order preference.
Not used. The interval at which tables automatically refreshes (in minutes). Valid values are 099.
N/A*
N/A*
90
Configuration Guide
Table 4-10: Edit tab fields (Sheet 2 of 3) Area name Field Name Description BMC Web Remedy client User + +
Schema
Column Width Column Order Grid Height Grid Width
Information about a results list that AR System saves when the user changes the column size in a results list. Information about a results list that AR System saves when the user changes the order of columns in a results list. Parameter set in Customize View mode by choosing Layout > Grid Size and specifying a value. Parameter set in Customize View mode by choosing Layout > Grid Size and specifying a value.
+ + +
App Specifies whether to display extra field name and ID Development information in the field Help text. Values are: Mode 1Display the extra field information. 0(Default) Do not display the extra field information. Menu Position Menu window position. The options are: 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. Menu Used for currency and edit field menus. Items Per Column List Position Obsolete. List-menu window position. The options are: 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 Width of the list menu window. Height of the list menu window. Space in pixels on left before list items in list menu. When smart menus is selected, the number of items where menus change from popup to list menus. When smart menus is selected, the number of levels where menus change from popup to list menus.
+ 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). Chapter 4 Setting user preferences 91
Table 4-10: Edit tab fields (Sheet 3 of 3) Area name Field Name Description BMC Web Remedy client User + + + +
Edit Diary Field
Diary Width Diary Height Text Height
Diary editor window width. Diary editor window height. Text editor window width. Text editor window height.
Edit Text Field Text Width
File tab (BMC Remedy User only)

Figure 4-10: AR System User Preference formFile tab
Users can specify the conditions under which they want to upload and download types of preference files to and from the preference server. See BMC Remedy User help for information about uploading and downloading preference files.
Download actions
For each file type, users can specify the following actions for downloading: On LoginAutomatically download all files of the selected type when the user logs in. On DemandDownload files only when they have been accessed. ManualManually download files, or download files of the selected type by choosing Tools > Manage > Files > Download.
92
Configuration Guide
Upload actions
For each file type, users can specify the following actions for uploading: Immediate SaveImmediately upload the file after it is created or modified. On Relogin or ExitAutomatically upload all files of the selected type when the user logs in or exits. ManualManually upload files, or upload files of the selected type by choosing Tools > Manage > Files > Upload.
General tab
Figure 4-11: AR System User Preference formGeneral tab
93
Table 4-11: AR System User Preference formGeneral tab (Sheet 1 of 4) Area name Field Name Description BMC Web Remedy client User + +
On Startup
Maximize AR System User Prompt For Login
Defines whether the BMC Remedy User main window fills the entire screen when it is opened. Defines whether the user is prompted for a user name and password each time the user logs in. If No is selected, the user name and password the user enters are saved and used to log in automatically the next time BMC Remedy User is started. If any of the following conditions exists, the user is prompted for a login regardless of this setting: The administrator has enforced required login. The user is using BMC Remedy User on a computer other than his or her own. A user account with a directory path for the users Home folder on the users local machine has not been specified in the Users dialog box.
On Exit
Save Window Defines whether, the next time the user opens BMC Workspace Remedy User, the workspace appears as it was when the user closed it, including the windows that were open, their size and position. If the user has a window workspace saved, BMC Remedy User loads that workspace when the user opens BMC Remedy User regardless of how the user has this preference set. If the user does not want a workspace loaded, the user should follow these steps:
1 Select Yes to save the workspace. 2 Close all forms. 3 Exit BMC Remedy User. 4 Open BMC Remedy User and select No for Save
Window Workspace. Server Server Login List Defines which servers BMC Remedy User connects to. To change this list, open BMC Remedy User and choose Tools > Accounts to display the Account dialog box. +
Advanced Corresponds to the Advanced Server Properties option in Server Option the Account dialog box. To see the Account dialog box, open BMC Remedy User and choose Tools > Accounts. The options are: NoClears the Advanced Server Properties check box in the Account dialog box. YesSelects the Advanced Server Properties check box in the Account dialog box. If the user selects Yes, the TCP and RPC columns are displayed in the Account dialog box. These are used to set the TCP port number or private queue number for a specific server.
94
Configuration Guide
Table 4-11: AR System User Preference formGeneral tab (Sheet 2 of 4) Area name Field Name Description BMC Web Remedy client User +
Search (continued)
Search Path
Designates the directories where the user can access custom reports and macros. The path is typically userHomeDirectory/arHome/arcmds. To change the search path, the user must enter the entire directory name for the directory to which the user wants access. To specify more than one directory, the user must separate each directory name with a semicolon.
Note: If the user deletes all directories from the search
path, the user cannot access any custom reports or macros. Num Items in The number of recently used items. The user can specify Recently Used from 4 to 9 items. The default is 5. This setting applies to List these menu lists in BMC Remedy User: File > Recent New Forms File > Recent Search Forms File > Recent Requests File > Recent Entry Points Actions > Recent Searches On New On New Defines how fields are set in a form opened in New mode. The options are: Set Fields to Default Values(Default) Fields are filled with default values when a new form is opened or when a form is reset after a request is submitted. Keep Previous Field Values Fields are filled with the previously used values when that form is reset after a request is submitted. Clear All Fields All fields are cleared when a new form is opened or when a form is reset after a request is submitted. When no option is selected, the default (Set Fields to Default Values) is used. + + +
95
On Search
On Search
Defines the action a form opened in Search mode takes after the user performs a search, displays the records in modify or display mode, and then returns to the search form without closing the form. The options are: Set Fields to Default ValuesFields are filled with default values. Keep Previous Field ValuesFields are filled with previously used values. Clear All Fields(Default) All fields on search forms are cleared. When no option is selected, the default (Clear All Fields) is used.
Show Result List Only
Defines whether the user views only the results list after every search. If the user selects No, the results list and a detail pane are displayed after every search.
Limit Number Defines whether the number of search results returned is of Items limited. The options are: Returned No(Default) All results are returned. YesThe number specified here is returned. When the user selects Yes, the next field is enabled, and the user can specify the number of search results returned. The default value is 1000. The Max Entries Returned by GetList server setting in the Configuration tab of the AR System Administration: Server Information form can override this preference. AR System uses the lesser of the two values. On Open Show Advanced Search Bar Maximize Window Diary Field Show Most Recent First Defines whether to show the advanced search bar when a new window is opened. Defines whether a form is maximized when it is opened. If the user selects No, the form fills only a portion of the BMC Remedy User window or the browser. Defines the order in which entries appear in the diary field of a form. The options are: YesDiary entries are listed in descending order by date, starting with the most recent entry. No(Default) Diary entries are listed in ascending order by date, starting with the earliest entry. DefaultSee No.
96
Configuration Guide
Field Menu
Display As
Designates how field menus are displayed. The options are: DefaultSee Popup Menus. Popup menus(Default) Display menus in standard popup menus. Hierarchical menus are displayed with arrows indicating that the user must move to the right to view lower-level menu selections. Large menus can cause display problems. List boxesDisplay menus in tree views. Choose this option if the user must display large menus. Smart menusDisplay menus in standard popup menus except when the menu exceeds four levels or the total number of menu items exceeds 200. In this case, the menu is displayed as a list box. When no option is selected, the default (Popup menus) is used.
Expand at Startup
Determines whether the field menus are expanded when the menu is opened. The options are: YesAll levels of the menu are displayed when the menu is opened. NoOnly the first level is displayed when the menu is opened.
Pane Layout
Pane Layout
For BMC Remedy User only, defines position of the Results List and the Details Pane. The options are: 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. When no option is selected, the default (Top) is used.
Flat Look On Forms
Designates whether forms have a flat or 3-D look. The options are: NoUse shadows to give the form a 3-D feel. YesDo not use shadows. This gives the form a flat appearance.
97
Home Page tab

Figure 4-12: AR System User Preference formHome Page tab
Table 4-12: Home Page tab fields Area name Field Name Description BMC Web Remedy client User + +
Home Page
AR Server
Designates the name of the server on which your home page resides. For more information about configuring home page preferences, see the Form and Application Objects Guide.
Form Name
Designates the name of the form to be used as the default home page when the user logs in. For more information about configuring home page preferences, see the Form and Application Objects Guide.
Object List
Defines to what degree the Object List is enabled. Enable, Show AllThe Object List lists all the applications, guides, and forms on the servers that the user is logged in to. Enable, Show Only Entry PointsThe Object List lists only those entry points for which the user has permissions. DisableAccess to the Object List is not possible. The File > Open > Object List menu item and toolbar button are disabled.
Open Home Controls whether the home page is opened automatically Page after login to BMC Remedy User. Automatically
98
Configuration Guide
Locale tab
Figure 4-13: AR System User Preference formLocale tab
Table 4-13: Locale tab fields (Sheet 1 of 2) Area name Field Name Description BMC Web Remedy client User + +
Locale
User Locale
Designates the language displayed on the users system, in the format language_country, where language is the language code (such as fr for French or en for English), and country is the two-letter country code (such as FR for France or US for United States). Some sample entries are: en_USEnglish (United States) fr_BEFrench (Belgium) fr_CAFrench (Canada) zh_HKChinese (Hong Kong) zh_CNSimplified Chinese ja_JPJapanese (Japan) This field is clear by default.
Time Zone
Defines the time zone displayed on the users system. Select a time zone from the menu, for example, Asia/Tokyo, America/New York, or Europe/Paris. Any ICU (International Component for Unicode) format is accepted. This field is clear by default.
Display Date/ Defines the format in which the date and time appear. Time Style According to Windows format, the options are: Short Long Custom This setting is platform-independent and is not automatically the same as preferences set in BMC Remedy User, or as any preferences set in the Windows Control Panel. Use a predefined Windows format. The default is Short.
99
Table 4-13: Locale tab fields (Sheet 2 of 2) Area name Field Name Description BMC Web Remedy client User +
Locale (continued)
Custom Date/ Defines the custom Date/Time length format. This field Time Format is active only when Custom is selected from the Display Date/Time Style menu list. To customize separators and other options, the user must use a predefined Windows format or a customized Windows format. The EEE and EEEE day formats do not work in this field. For example, if the user enters EEEE, MMMM dd, yyyy, the day of the week displays in BMC Remedy User as EEEE, not the actual day (for example, Tuesday). This field is clear by default. Currency The type of currency to be applied for this locale (for example, USD for United States dollars). If currency is specified here, it overrides the developerdefined Initial Currency Type in the field properties dialog box. If there is a default value for this field, it overrides the User Preference and the Initial Currency Type.
100
Configuration Guide
Logging tab
Figure 4-14: AR System User Preference formLogging tab
Table 4-14: Logging tab fields Area name Field Name Description BMC Web Remedy client User + + + +
Client
Macro Active Links Timings (Web)
Designates whether the use of macros on the client is logged. Designates whether the use of active links on the client is logged. Designates whether the time of a request and responses between browser, mid-tier server, and AR System server are logged. Designates whether use of APIs on the server is logged. Designates whether use of filters on the server is logged. Designates whether activity on the database is logged. For future use.
Server
API Filter Database
+ + +
+ + +
Global
Global Logging Enabled Log File Path
Defines the path to the log file.
For more information about client logging, see the Optimizing and Troubleshooting Guide.
101
Misc tab
Figure 4-15: AR System User Preference formMisc tab
Table 4-15: Misc tab fields (Sheet 1 of 3) Area name Field Name Description BMC Web Remedy client User + + +
Open Dialog
Placement Active Page Shortcut Dir
Coded location of the File > Open > Object List menu option in BMC Remedy User. Current tab in File > Open > Object List menu option in BMC Remedy User. Indicates the directory to use when creating a shortcut. This value is used when the user selects an item from the Open Object List and right-clicks to create a shortcut or when the user right-clicks a results list and chooses Send To > Desktop. Coded column widths of All, Find, Favorites, and Recent that appear when the user chooses File > Open > Object List in BMC Remedy User. Not currently used.
All Find Favorites Recent Find
102
Configuration Guide
Table 4-15: Misc tab fields (Sheet 2 of 3) Area name Field Name Description BMC Web Remedy client User +
Performance (continued)
Preferences that relate to how BMC Remedy User caches forms. Definitions (form and related workflow) are loaded into memory from the .arf and .arv cache files and retained as long as these files are current. This allows subsequent loads of the same form to load more rapidly since the definitions do not have to be re-read from the disk each time. To reduce the amount of memory being used, several checks are made periodically to see if definitions can be removed from the memory cache. During these checks, the following calculation is performed: Duration Since Last Used = Current Time - Time Definition Last Used Max Age In Minutes Min Age In Minutes If the Duration Since Last Used value is greater than the preference set for Max Age In Minutes, the form definition can be removed from the memory cache. If the Duration Since Last Used value is greater than the preference set for Min Age In Minutes, the form definition can be removed from the memory cache. If the system is approaching the memory limit (Percent of Memory), the Duration Since Last Used value is taken in conjunction with the Min Age In Minutes value to determine whether the definition can be removed from the memory cache. Usage Threshold Each time a form is opened, the system increments a usage count. As the memory limit is approached, the Usage Threshold value is compared to the usage count to determine if the definition can be removed from the memory cache. Represents a memory threshold. It is compared to the percent of memory being used for the memory cache to determine if the memory limit is reached. This check is used in conjunction with the Usage Threshold and the Min Age In Minutes values.
Percent Of Memory
App Response DDE Application Response Timeout in BMC Remedy Timeout User. Transaction Timeout RPC Timeout Normal RPC Timeout Long RPC Timeout Extra Long DDE Transaction Timeout in BMC Remedy User. RPC Timeout for submits in BMC Remedy User. RPC Timeout Long queries in BMC Remedy User. RPC Timeout for extra long operations in BMC Remedy User.
+ + + +
103
Table 4-15: Misc tab fields (Sheet 2 of 3) Area name Field Name Description BMC Web Remedy client User +
Performance (continued)
Preferences that relate to how BMC Remedy User caches forms. Definitions (form and related workflow) are loaded into memory from the .arf and .arv cache files and retained as long as these files are current. This allows subsequent loads of the same form to load more rapidly since the definitions do not have to be re-read from the disk each time. To reduce the amount of memory being used, several checks are made periodically to see if definitions can be removed from the memory cache. During these checks, the following calculation is performed: Duration Since Last Used = Current Time - Time Definition Last Used Max Age In Minutes Min Age In Minutes If the Duration Since Last Used value is greater than the preference set for Max Age In Minutes, the form definition can be removed from the memory cache. If the Duration Since Last Used value is greater than the preference set for Min Age In Minutes, the form definition can be removed from the memory cache. If the system is approaching the memory limit (Percent of Memory), the Duration Since Last Used value is taken in conjunction with the Min Age In Minutes value to determine whether the definition can be removed from the memory cache. Usage Threshold Each time a form is opened, the system increments a usage count. As the memory limit is approached, the Usage Threshold value is compared to the usage count to determine if the definition can be removed from the memory cache. Represents a memory threshold. It is compared to the percent of memory being used for the memory cache to determine if the memory limit is reached. This check is used in conjunction with the Usage Threshold and the Min Age In Minutes values.
Percent Of Memory
App Response DDE Application Response Timeout in BMC Remedy Timeout User. Transaction Timeout RPC Timeout Normal RPC Timeout Long RPC Timeout Extra Long DDE Transaction Timeout in BMC Remedy User. RPC Timeout for submits in BMC Remedy User. RPC Timeout Long queries in BMC Remedy User. RPC Timeout for extra long operations in BMC Remedy User.
+ + + +
104
Configuration Guide
Table 4-15: Misc tab fields (Sheet 3 of 3) Area name Field Name Description BMC Web Remedy client User + + + +
View
Show Macro Bar Show Status Bar
Designates whether the macro bar is displayed when BMC Remedy User starts. Designates whether the status bar is displayed when BMC Remedy User starts.
Show Toolbar Designates whether the toolbar is displayed when BMC Remedy User starts. Disable Web Help Designates whether items under BMC Remedy on the Web under the main Help menu in BMC Remedy User are disabled.
Save Window Designates whether to save information about open New On Close and Search windows in BMC Remedy User when you close the tool. Query On Return Close After Submit Show Lang DLL Not found Step Size Result Open On DoubleClick Designates whether you can initiate a query by pressing the ENTER key in the Request ID field. Designates whether to close a New window after a request is submitted in BMC Remedy User. Obsolete.
+ +
Obsolete. Designates which panes open when you double-click a record in a results view. The options are: Value greater than zeroOpen the form with a results pane and a detail pane. 0 (Zero)Open the form with a detail pane only. +
105
Recent tab
Figure 4-16: AR System User Preference formRecent tab
Table 4-16: Recent tab fields Field Name Description BMC Web Remedy client User + + +
Recent Forms Recent Tickets Recent Applications, Guides, etc. Recent Entry Points
A list of recent forms opened in BMC Remedy User. A list of recent requests opened in BMC Remedy User. A list of recent applications or guides opened in BMC Remedy User.
A list of recent entry points opened in BMC Remedy User.
106
Configuration Guide
Report tab
Figure 4-17: AR System User Preference formReport tab
Table 4-17: Report tab fields (Sheet 1 of 2) Area name Field Name Description BMC Web Remedy client User + +
Default Margins
Left Margin Right Margin Top Margin Bottom Margin
Defines the number of blank characters from the left or right edge of the page. The default for the left and right margin is 0 characters. Defines the number of blank lines from the top or bottom edge of the page. The default value for the top and bottom margin is 1 line. Defines the default characters to separate column titles, columns, or requests, respectively. By default, column titles are separated by hyphens (-), and columns and requests are separated by a blank space. You can use any of these special characters: \b (backspace) \n (return) \t (tab) \\ (backslash) \nnn (ASCII character)
Default Separators
Column Titles Column Request
Default Page Size
Orientation Use printer default page size Lines Per Page Chars Per Line
Defines whether the default page is in Portrait or Landscape mode. Designates whether the default page size should correspond to the default printer page size. Designates how many lines of text are printed on each page. The default value is 66. Designates how many characters are printed on each line. The default value is 80.
+ + + +
+ + + +
107
Table 4-17: Report tab fields (Sheet 2 of 2) Area name Field Name Description BMC Web Remedy client User + +
Misc. Default Column Title Per
Designates a default value for how often column titles appear in a report. The options are: 6Column titles appear for each request in the report. 7Column titles appear for each page in the report. 8No default.
Page Break Per
Designates a default value for how often page breaks occur in a report. The options are: 6Page breaks occur after each request in the report. 7Page breaks occur after each page in the report. 8No default.
ODBCReportDot
Indicates whether the ODBC driver should replace the dot in Crystal Report field names. The options are: No(Default) Do not replace the dot. YesReplace the dot.
N/A*
N/A*
Enable Report to Application
Indicates whether the Enable Report to Application check box is selected on the Reports tab in the Options window in BMC Remedy User.
108
Configuration Guide
Web tab
Figure 4-18: AR System User Preference formWeb tab
Table 4-18: Web tab fields (Sheet 1 of 2) Area name Field Name Description BMC Web Remedy client User +
Report
Crystal Report Designates an application for viewing Crystal Reports. Viewer The options are: Java (using browser JVM) Java (using Java Plug-in) ActiveX Netscape Plug-in HTML with frames HTML without frames (the default) When no option is selected, the value that the administrator sets is used.
Note: Crystal Reports Server 11 and Business Objects 11
support only the DHTML viewer, so do not select the Java, ActiveX, or Netscape Plug-in options. Crystal Enterprise 10 supports all viewers. Alert Refresh Interval Defines the interval, in minutes, that passes between queries to the Alert Events form. The default value is 0. The alert list displays the users alerts by querying the Alert Events form that contains the users alerts. Alert Servers Defines which servers contribute alerts to a web-based alert list. The administrator can enter the server names to retrieve alerts from this field. The server names must be separated by the comma ( , ) delimiter. This field is clear by default. + +
109
Table 4-18: Web tab fields (Sheet 2 of 2) Area name Field Name Description BMC Web Remedy client User +
Date/Time Text
Display Date/ Defines the format in which the date and time appear. Time Style The options are: (Web) Short Long Custom The formats adhere to the ICU (International Component for Unicode) format. The format is platform-independent and is not automatically the same as preferences set in BMC Remedy User, or as any preferences set in the Windows Control Panel. The user must use a predefined ICU format or customize an ICU format to set web view Date/ Time appearances. The default is Short. Custom Date Format Defines the format of date strings to be displayed in the browser if the user selects Custom from the Display Date/Time Style (Web) menu. The user can add a forward slash (/), dash (-) or a period (.) as separators. This field is clear by default. For more information about date formats, see Appendix D, Date and time formats. Custom Time Format Defines the format of time strings to be displayed in the browser if the user selects Custom from the Display Date/Time Style (Web) menu. The user can add a semicolon (:), dash (-), or a period (.) as separators. This field is clear by default. For more information about time formats, see Appendix D, Date and time formats.
Session
Session Timeout in Minutes
Designates the number of minutes after which a session times out. The default is 90 minutes. The user can set the session timeout for longer than 90 minutes, and this setting will override the session timeout in the General Settings page of BMC Remedy Mid Tier Configuration Tool. Defines whether animated field effects (which show conditions such as state transition) are enabled. The amount of time (in milliseconds) that the system waits to display a tool tip after the user hovers over an object. +
Animation
Animated Effects
+ +
Tooltip Hover Hover Wait Wait Time Time in Milliseconds
110
Configuration Guide
Window tab
Figure 4-19: AR System User Preference formWindow tab
Table 4-19: Window tab fields Area name Field Name Description BMC Web Remedy client User +
Window Size
Window Position
Obsolete. (This parameter is included for backward compatibility.) If a value for this parameter is specified from a previous version of BMC Remedy User, it is converted to the Window Workspace Position parameter and saved. Used by BMC Remedy User to save information about how the window workspace is set up and how to restore it. This value is set when the Save Window Workspace option is selected.
Window Workspace Position
Pick/Selection Selection List window position. List Window Count The number of New Search or New Request windows to be opened when BMC User starts. This number is updated when the user selects Save Windows Workspace under Tools > Options > On Exit. The positions of these windows are stored in the Window Workspace Position field. Coded information about toolbars. Coded information about toolbars. Coded information about toolbars. Coded information about toolbars. Coded information about toolbars.
+ +
Toolbars
Summary Bar0 Bar1 Bar2 Bar3
+ + + + +
111
112
Configuration Guide
Chapter
Setting up the BMC Remedy AR System Administration Console

This section discusses setting up the AR System Administration Console to enable you to configure servers and clients to work with AR System. The following topics are provided: Overview (page 114) Configuring AR System to use the console (page 115) Opening the console (page 116)
Chapter 5 Setting up the BMC Remedy AR System Administration Console
113
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
The following categories are available in the AR System Administration Console:
System category
GeneralProvides the following links that enable you to configure your server and view server information: Server InformationUsed to configure your server, as discussed in Chapter 6, Configuring servers and clients. Review StatisticsUsed to view statistics about the server, as discussed the Optimizing and Troubleshooting Guide. Review Server EventsUsed to capture server-related activities and use them in workflow and API programs, as discussed in Appendix 7, Working with the Server Events form. Add or Remove LicensesUsed to configure license information, as discussed in Chapter 2, Licensing AR System. User Password Management ConfigurationUser to force password changes, as discussed in Enforcing a password policy on page 62. Distributed Server Option (DSO)Used to configure DSO, as discussed in the BMC Remedy Distributed Server Option Guide.
114
Configuration Guide
Configuring AR System to use the console
LDAPUsed to configure LDAP, as discussed in the Integration Guide. EmailUsed to configure the email engine, as discussed in the BMC Remedy Email Engine Guide.
Application category
Users/Groups/RolesUsed to configure users, groups, and roles, which are discussed in the Form and Application Objects Guide. Business TimeUsed to configure business time, as discussed in Appendix 8, Using Business Time in the AR System server. ReportsUsed to configure reports, as described in the BMC Remedy Mid Tier Guide. CurrencyUsed to configure currency fields. OtherUsed to view Message Catalog entries and application state information.
Admin Preferences category

This category enables you to configure and search for centralized administrator preferences, which are discussed in Chapter 4, Setting user preferences.
User Preferences category

This category enables you to configure and search for centralized user preferences, which are discussed in Chapter 4, Setting user preferences.
Configuring AR System to use the console

To use the AR System Administration Console, you must configure the AR System Administration application properly because it is a deployable application. By default, deployable applications are imported in the Maintenance state. When an application is in the Maintenance state, only members of the Administrator group have permissions to use it. Before you change a deployable applications state from Maintenance to Test or Production, you must map groups to roles to give users access to the application. Two roles are defined in the AR System Administration application: AR System Admin Server ManagerIs applied to the Server Information form. Only users who belong to groups mapped to this role have access to this form. AR System Admin User ManagerIs applied to the Manage User Licenses form. Only users who belong to groups mapped to this role have access to this form. For more information about roles, groups, and application states, see the Form and Application Objects Guide.
Chapter 5 Setting up the BMC Remedy AR System Administration Console
115
Opening the console

You can open the AR System Administration Console by either of the following methods: In a browser: Go to the following URL address:
http://midTierServerInstallDir/arsys/forms/serverName
Log in. Click the AR System Administration Console link. In BMC Remedy User, open the AR System Administration Console entry point.
116
Configuration Guide
Chapter

This section discusses configuring servers and clients to work with AR System. The following topics are provided: Configuring AR System servers (page 118) Configuring a server for development or production cache mode (page 162) Configuring cache initialization options (page 162) Configuring server groups (page 165) Sharing a database without using a server group (page 180) Running a stand-alone AR System server on Windows (page 181) Configuring firewalls with AR System servers (page 182) Configuring clients for AR System servers (page 183) Configuring a server to use plug-ins (page 184) Configuring the AR System server for external authentication (AREA) (page 185) Configuring a server for alerts (page 188) For information about the mid tier and BMC Remedy Mid Tier Configuration Tool, see the BMC Remedy Mid Tier Guide.
Chapter 6
117
Configuring AR System servers

Every AR System server has a variety of configuration settings that control how the server works and how it interacts with users. Configuration settings are specific for each server. Use the AR System Administration: Server Information form from the BMC Remedy AR System Administration Console to display information about the currently selected server and to set server options. You must be an administrator to make changes. For more information about the BMC Remedy AR System Administration Console, see Chapter 5, Setting up the BMC Remedy AR System Administration Console. The following table lists the tabs in the AR System Administration: Server Information form. The information provided in each tab is described in the sections that follow.
Table 6-1: Tabs in the AR System Administration: Server Information form (Sheet 1 of 2) Tab Advanced Configuration Information Sets parameters related to AR System efficiency, security, localization, and server statistics. Sets configuration options. See page 119 page 124
Connection Settings Enables you to configure passwords used between the page 131 AR System server and its external subsystems. Currency Types Database Specifies currency types available in AR System. Displays information about the database that the selected server communicates with. You also define a database password and configuration file location in this tab. Configures options for distributed operations. Sets parameters necessary for AR System to authenticate users to external systems. Enables you to view and modify your AR System servers encryption configuration. Configures full text search (FTS) options. page 134 page 135
DSO EA Encryption Full Text Search Licenses Log Files Platform Ports and Queues
BMC Remedy Distributed Server Option Guide page 137 BMC Remedy Encryption Guide page 297
Displays the type and number of AR System licenses on page 142 a server. You also set the Submitter Mode in this tab. Enables the logging for various log files. You also set the log level in this tab. page 143
Displays information about the platform on which the page 149 selected server is running. Configures AR System to communicate with client tools, services, and other servers on the network. Displays information relevant to the user of the multiple threads in the AR System server. page 150
118
Configuration Guide
Table 6-1: Tabs in the AR System Administration: Server Information form (Sheet 2 of 2) Tab Server Events Timeouts Version Control WS Registry Integration Information Sets the options for logging internal server changes. Sets source control integration within AR System. See page 154 page 158
Sets various timeouts for the currently selected server. page 157 Enables the use of the AR System Web Service Registry page 160 form by configuring a connection to a BMC Atrium Web Services Registry. Also provides a button to update the registry.
It is strongly recommended to use the AR System Administration: Server Information form to change server settings, but you can also change settings manually in the server configuration file (ar.cfg or ar.conf). For more information, see ar.conf (ar.cfg) on page 320.
Server InformationAdvanced tab

Use the Advanced tab to create settings for performance and security.
To set advanced options

2 Click the Advanced tab. Figure 6-1: AR System Administration: Server Information formAdvanced tab
Chapter 6
119
3 Edit the options as needed: Table 6-2: Advanced tab fields (Sheet 1 of 5) Area name Field name Maximum Filters for an Operation Description Defines the number of filters that can be performed in an operation. The default and recommended number is 10000. Increase this number at your own risk only if you reach a limit in your system and you have verified that your workflow is valid. Defines the maximum number of nested filters and filter guides that will execute to prevent recursive actions on the server. The default and recommended number is 25. Increase this number at your own risk only if you reach a limit in your system and you have verified that your workflow is valid. Defines the maximum line length that can be in an email. The default is 1024. If a single line of the message is over this length, a return is automatically inserted. Limits the line length of emails passed through the mail server to protect users from excessively long lines. Maximum Depth for Hierarchical Query For forms that contain hierarchical data, such as manager and employee relationships, specifies the maximum number of levels in the hierarchy that a recursive query retrieves. By default, the maximum is 25. Enter any integer greater than 0. See the ARGetListEntryWithMultiSchemaFields function in the C API Reference. Maximum Vendor Temp Fields Specifies the maximum number of temporary tables that can exist on an AR System server for a single vendor form. The ARGetListEntryWithMultiSchemaFields function stores data from vendor data sources in these tables. By default, only one temporary table can exist for each vendor form. This setting applies to all vendor forms on the server. It is overridden by the value of an individual vendor forms Maximum Vendor Temp Tables property. Enter any integer greater than 0. See the ARGetListEntryWithMultiSchemaFields function in the C API Reference.
Maximum Stack of Filters
Maximum Line Length in Email
120
Configuration Guide
Table 6-2: Advanced tab fields (Sheet 2 of 5) Area name Field name Default Web Path Description 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://hostName/contextPath Where: host_name is the name of the server (for example, eng.remedy.com). context_path is the URL context path of the AR System application registered with the servlet engine. This is set up during installation. The default value is arsys. If your company has multiple domains, use a fully qualified path name. Email Notifications Web Path Defines the base URL that appears in email notifications. If this field is left blank, the Default Web Path is used. (The Email Notifications Web Path field is available because the Default Web Path is specified for other applications like Flashboards, and it might be different from the mid tier web path for opening requests in a notification.) If your company has multiple domains, use a fully qualified path name. Security Active Link Run Process Directory Defines the only directory in the Run Process active link action can run from, for example, C:\arsys. If no directory is specified, active link processes can run from any directory. Active Link Run Process Shell (UNIX servers only) Allow arcache and arreload Defines the type of shell the Run Process action can use, for example, /bin/csh. If no path is specified, administrators can specify any shell. Allows the administrator to use the arcache and arreload utilities. For more information, see arcache (arcache.exe) on page 376 and arreload (arreload.exe) on page 378. The option is selected by default. Transaction Control Transaction Time Out Not currently used. For future use. Maximum Connections Not currently used. For future use.
Chapter 6
121
Table 6-2: Advanced tab fields (Sheet 3 of 5) Area name Localized Error Messages Field name Localize Server Description Allows the administrator to enable or disable localization of the server. If the check box is: SelectedThe server is localized and is enabled for such tasks as searching entries in localized forms, or using AR System Message Catalog to load the message. Clients are enabled to display localized messages, but clients such as BMC Remedy User still have local catalogs, such as the user.dll. You must select the Localize Server check box to see localized error messages. Cleared(Default) The server is not localized. Such tasks as searching localized forms and the localization of messages are disabled. The server does not make use of the AR System Message Catalog form and messages are shown from the error catalog. The default message is displayed. Catalog Form Name Displays the name of the form the server uses to resolve error messages when Localize Server is selected. For more information about Localized Error Messages Catalog form, see the Form and Application Objects Guide. Specifies how the server records server statistics. Select one of the following options: Off(Default) Do not record server statistics. Cumulative QueueRecord a cumulative statistic that is a combination of all the queue statistics. Cumulative and Individual QueueRecord a cumulative statistic that is a combination of all the queue statistics as well as statistics of each queue individually. Information is recorded in the Server Statistics form, which is installed when you install AR System. For more information, see the Optimizing and Troubleshooting Guide. Recording Interval (seconds) Defines how often the server records server statistics. The default is 60 seconds. Remember that one (Cumulative Queue) or more (Cumulative and Individual Queue) entries are recorded in the Server Statistics form during each interval. If you have a short interval, many records will be created. This can affect the performance of the system and the size of the database if you configure with too short an interval.
Server Statistics
Server Recording Mode
122
Configuration Guide
Table 6-2: Advanced tab fields (Sheet 4 of 5) Area name Server Group Field name Server Group Names Description If the server belongs to a server group, enter the name of the group in this field. All servers in the server group share this setting. Defines how often the server communicates with other servers in the group. Each server can register its own status, determine if any server is delinquent, establish the parameters needed for sending signals, and determine operational responsibilities. The default is 30 seconds, the minimum value is 10 seconds, and there is no maximum value. All servers in the server group share this setting, and when it is changed, all the AR System servers in the group must be restarted. Preference Server Preference Server Option Select where you want user preferences are read from. The options are: User DefinedThe user can choose whether to use a preference server, and this server might or might not be used depending on whether the Centralized Preference forms are defined. Use This ServerThe user must use a preference server, and this server is an available preference server. Use Other ServerThe user must use a preference server, and this server is not available as a preference server. For more information, see Establishing a mandatory preference server on page 78.
Check Interval
Chapter 6
123
Table 6-2: Advanced tab fields (Sheet 5 of 5) Area name Preload Tables Configuration Field name Description
Preload Tables At Init If the number of preload threads is non-zero, this option Only controls whether the threads are used only at server startup, or for all cache reloads. For information about how to use this setting in your environment, see The Preload Tables option on page 163. The options are: YesIf preload threads are configured, only use them at server startup. NoIf preload threads are configured, always use them when loading the cache. Number of Preload Threads Defines the number of preload threads used when loading information from the database into the server cache. The maximum value is 30 or twice the number of schema segments, whichever is lower. The server adjusts this number at runtime if it is more than twice the total number of segments configured, because additional threads beyond that number will have no work to do. If Number of Preload Threads is set to 0, preloading of tables is turned off. Number of Preload Segments Defines the total number of preload segments handled by the preload threads. Vary this setting to balance the load between preload threads and optimize cache load time. A good initial setting for this option is 1/3 the number of schemas (forms) in the AR System server.
4 Click Apply.
Server InformationConfiguration tab

Use the Configuration tab to set administrative options.
To set configuration options

2 Click the Configuration tab.
124
Configuration Guide
Figure 6-2: AR System Administration: Server Information formConfiguration tab
3 Edit the options, as needed: Table 6-3: Configuration tab fields (Sheet 1 of 7) Field Name Users Prompted for Login 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 0 (the default) specifies no limit.
Chapter 6
125
Table 6-3: Configuration tab fields (Sheet 2 of 7) Field Name Server Table Field Chunk Size Description For server-side table fields, this number determines the number of entries (or size of the chunk) that the server retrieves at one time from the database and stores 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 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 User Email Notifies From Displays the language and character set of the machine on which the server is running. Identifies the sender of email notifications. 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 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: API 14 and AR System 7.5 API 13 and AR System 7.1 API 12 and AR System 7.0 API 11 and AR System 6.3 If you set the minimum API version to 14, clients prior to version 7.5 cannot communicate with the AR System 7.5 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 Configuring a server for development or production cache mode on page 162. Default Home Form 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 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
Minimum API Version
default home page. Max Number of Password Attempts 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. 126 Configuration Guide
Table 6-3: Configuration tab fields (Sheet 3 of 7) Field Name Next Request ID Block Size Description Enter a positive number (up to 1000) to allocate NextIDs in blocks rather than one at a time. Allocating in blocks increases performance during a create operation. The default value is 1. If 0 or a negative number (for example, -1) is used, the server will use the default value of 1. You do not need to restart the server for the change to take effect. The option is started immediately. Warning: The use of this configuration setting might result in unpredictably large NextID sequence gaps. The likelihood of this occurring increases with the use of multiple servers that share a database. The AR System server will not malfunction due to this gap and should not be considered a defect. Allow Guest Users Defines whether AR System permits access to guest users, who are not registered users of the system, to log in. If the check box is selected (the default), guest users can log in and perform the following tasks: View all forms and fields for which the Public group has Visible permission. Execute all active links for which the Public group has permission. View all fields for which the guest user is the submitter or assignee, if the Submitter Group or Assignee Group has View permission for the field. Submit new requests if the fields on a form have the Allow Any User to Submit check box selected, as described in the Form and Application Objects Guide. Modify all fields for which the guest user is the submitter, if the Submitter Group has Change permission for the field and if the Submitter Mode is Locked, as described in Server InformationLicenses tab on page 142. Give Guest Users Restricted Read Allow Unqualified Searches Defines whether guest users will receive a restricted read license when they log in to AR System. If this option is not selected, guest users will receive a read license. Defines whether the server accepts unqualified searches (searches for which no search criteria are specified). If the check box is: Selected(Default) All database searches are allowed. ClearedYou force users to enter a search criteria when performing queries.
Note: Consider restricting unqualified searches to prevent the performance penalty of
retrieving and returning large blocks of data due to accidental, unqualified searches to the database. Administrator-Only Mode Enables you to allow only administrators and subadministrators to access AR System. Users who are not administrators or subadministrators cannot perform any AR System operations. This is useful during system maintenance. By default, this option is not selected. Only administrators (not subadministrators) can Administrator-Only Mode. After an administrator sets this option, subadministrators can access only forms for which they have permission.
Chapter 6
127
Table 6-3: Configuration tab fields (Sheet 4 of 7) Field Name Disable Archive Description 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 Configuring servers in a server group on page 167. 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 162. Server Group Member Disable Admin Operations Indicates whether the server is a member of a server group. By default, this option is not selected. Disables certain operations performed only by administrators and subadministrators, which enable you to control changes to the database by disabling administrator (Developer Studio) operations. You can disable one server operating with one database, but in the case of multiple servers sharing same database, use this setting to disable all servers except one to prevent conflicts. If the check box is: SelectedAdministrators cannot perform operations that affect the servers data dictionary. Cleared(Default) Administrators can perform their usual operations including all data dictionary restructuring operations. If the Server Group Member 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 these operations. See Configuring servers in a server group on page 167. 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, use this setting to disable all servers except one to prevent conflicts. By default, this option is not selected. If the Server Group Member 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 escalations. See Configuring servers in a server group on page 167. Disable Alerts 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 do not take effect until the server is restarted. By default, this option is not selected.
128
Configuration Guide
Table 6-3: Configuration tab fields (Sheet 5 of 7) Field Name Verify Alert Users Description 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. This setting is acknowledged only at server startup, so any changes do 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 verifies the list of clients. If the clients are not listening, they are removed from the list of registered clients. Cleared(Default) The server does not perform the verification. Regardless of the setting, if a subsequent alert message is sent to a client that is not listening, they are removed from the list of currently registered clients at that time. Enable Multiple Assign Groups 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;). If the check box is not selected (the default), only one role, group, or user name can be stored. Disallow Non Unicode Clients Select this check box to restrict server access to Unicode-safe clients. This option applies to all non-Unicode clients except for BMC Remedy Alert BMC Remedy Administrator (a client from AR System 7.1.00 and earlier). This check box is visible only for AR System 7.0 servers or later. Also, for 7.0 and later servers, if the server uses a non-Unicode database, the check box will be disabled.
Chapter 6
129
Table 6-3: Configuration tab fields (Sheet 6 of 7) Field Name Record Object Relationships Description Determines whether the AR System server records the relationships between workflow objects. If the check box is: SelectedThe server creates entries in a database table to track the relationships between many types of workflow objects. Cleared(Default) The server does not record relationships. When the server is recording relationships, it updates the relationship data whenever an object is created, modified, or deleted. You might notice that installing an application or importing a large number of objects takes longer because of additional database operations.
Note: You must restart the AR System server before a change to this setting takes place.
When you select the check box and restart the server, it records the relationships of all server objects before it accepts connections from clients. Therefore, the first time you restart the server after selecting this option, you will not be able to connect to the server with any client for a period of time, which depends on how many objects are defined on the server. With a large number of objects, such as with an ITSM application installed, this could take as long as an hour or more depending on the performance of the database. (Subsequent server startups are not affected by this setting.) When you can connect, the recording of object relationship data is complete. When you clear the check box and restart the server, it removes all the recorded relationships from the database. This option must be selected on a development server to enable the following features of BMC Remedy Developer Studio: Analyzer Search Show Relationships For more information about Analyzer, see the Workflow Objects Guide. For more information about Search and Show Relationships, see the Introduction to Application Development with BMC Remedy Developer Studio. Also, BMC Remedy Developer Studio uses that object relationship data, if available, to improve performance of some features, including object lists, related working lists, and exporting related objects. To view these relationships directly, use the AR System Object Relationships form. Display Property Caching Indicates how the server caches form display properties. The form display property is used for the background image of form views and for the display property of each form field. The following values are valid: Cache Only Server Display PropertiesOnly display properties associated with server workflow are cached. This can negatively impact the performance of BMC Remedy User and the server when a form is first opened by the client, but it reduces the amount of memory used in the server cache. Cache All Display PropertiesAll display properties are loaded into the cache. This increases the memory requirement for the cache but can improve the performance of BMC Remedy User and the server when a form is first opened by the client. You must restart the server to effect the changes.
Note: To configure settings for individual forms, use the check boxes on the Basic page
of the Form Properties dialog box. See the Form and Application Objects Guide. 130 Configuration Guide
Table 6-3: Configuration tab fields (Sheet 7 of 7) Field Name Enable License Tracking Disable Audit Only Changed Fields Description When this option is selected, information is recorded in the AR System Current License Usage and AR System Historical License Usage forms. By default, this option is not selected. See Displaying license usage on page 42. Causes the system to record all fields when auditing a record. By default, this check box is not selected, indicating that only those fields whose values have changed during a transaction are audited.
4 Click Apply.
Server InformationConnection Settings tab

The Connection Settings tab enables you to add an extra layer of security by configuring connection settings for the AR System Application Service, the Mid Tier Service, the plug-in server, and both local and remote DSO servers (if DSO is installed).
To set connection settings

2 Click the Connection Settings tab. Figure 6-3: AR System Administration: Server Information formConnection Settings tab
Chapter 6
131
3 Edit the options, as needed: Table 6-4: Connection Settings tab fields (Sheet 1 of 2) Tab Name Field Name Application Service Password Description Specifies the password that AR System application services (such as AR System Approval Server) use to access the AR System server. Asterisks in the field indicate that a password has been defined. If you are running a 7.0 or later server, you must enter a password. If you change the Application Service Password on the server, you must change it for the applications (such as Email Engine and Flashboards) as well. Mid-Tier Administration Password Proxy server settings for Java VM Plug-In Server Local Password Specifies the password used on the mid tier to access the AR System server. If you are running a 7.0 or later server, you must enter a password. No longer used as of release 7.5.00. Sets a plug-in server password, if applicable. If this option is specified, the plug-in server accepts connections only from AR System servers configured to use the same password set in the Plug-In Server Target Password field. If this option is not specified, the plug-in server accepts connections from AR System servers not configured to use a Plug-In Server Target Password. Plugin Default Timeout Plugin Default Port Server Name Port Number Password Specifies the number of seconds within which the plug-in server must respond to the AR System server before an error is returned. Defines the default port for the plug-in server. Defines the name for the plug-in server. Defines the name and port number for the plug-in server. Defines the password for the plug-in server. The server name and port number create a unique entry, and if you modify an existing server name or port number, the password is cleared. If you remove the password for a particular entry, you can specify a server name and port number with no password for that entry. The next time you display 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.
132
Configuration Guide
Table 6-4: Connection Settings tab fields (Sheet 2 of 2) Tab Name DSO Server Field Name DSO Local Password Description Specifies the password that a DSO server uses to access this AR System server. If you are running a 7.0 or later server, you must enter a password. DSO Local RPC Program Number Specifies a dedicated (private) RPC program number that a DSO server uses for all communication with the AR System server. If you leave this field blank, the fast and list queues process all distributed operations. Target connection settings tables Specifies RPC program numbers, TCP/IP ports, and DSO passwords that a DSO server uses when accessing remote AR System servers. For more information, see the BMC Remedy Distributed Server Option Guide. Remote Workflow Local Password Sets a password used to access the current server when workflow from another server references the current server. By defining a password, you require that only workflow defined on another server to access this server must have a password defined. This protects the server from outbound access. Specifies the name of the remote server. Sets a workflow password used to access the specified remote server when an active link executes an SQL or Process command against the remote server as a nonadministrator user. If the remote server has specified a workflow password, you must register that server and password, or you cannot access that server through workflow. 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.
Server Name Password
NOTE
If you create a password for the Application Service server, set the minimum API version to 9 to ensure 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 InformationConfiguration tab on page 124.
4 Click Apply. 5 Restart the AR System server for the Connection Settings to take effect.
Chapter 6
133
Server InformationCurrency Types tab

Use the Currency Types settings to specify which currency types become the allowable and functional currency types by default when you add a currency field to a form in BMC Remedy Developer Studio. These currency types (represented by three-character abbreviations such as USD) are stored in the AR System Currency Codes form. The types appearing in the Currency Types tab are those marked as active in the Currency Codes form. When you add or remove currency types in the AR System Administration: Server Information form, the AR System configuration file (ar.cfg or ar.conf) is updated with your changes. For more details about currency types, see the Form and Application Objects Guide.
To set currency types

2 Click the Currency Types tab. Figure 6-4: AR System Administration: Server Information formCurrency Types tab
134
Configuration Guide
3 Edit the options, as needed: Table 6-5: Currency Types tab fields Area name Choose Default Allowable Types Description Allowable currency types are types that are valid entries in a currency field. These currency types are visible in menus or lists in BMC Remedy Developer Studio and in client screens. From the list in the left column, select a currency type, and click Add. Your selection will be added to the table on the right, which shows the three-character currency type and the default decimal precision level for that currency type. For example, the currency type USD has a default of two decimals of precision. You can modify this precision level by entering a new value in the Precision column. For example, to specify four decimals of precision, enter 4. To remove a currency type, select it and click Remove. 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.
Server InformationDatabase tab

Use the Database tab to view and configure information about the database that you are using.
To display and update information about the database

2 Click the Database tab.
Chapter 6
135
Figure 6-5: AR System Administration: Server Information formDatabase tab
The information displayed on this tab varies depending on the relational database you have installed.
3 Edit the options, as needed: Table 6-6: Database tab fields (Sheet 1 of 2) Field Name Database Type Database Home Database Name Database Version Description Displays the type of database that the AR System server is using. (For UNIX only) Displays the directory path of the underlying database that the AR System server is using. Displays the name of the database created for AR System within the underlying database server. Displays the version of the database that the AR System server is using.
Database User Name Displays the user name that AR System uses to access the database. Database Password (For Sybase, Oracle, Microsoft SQL Server, or DB2 databases only) Enables you to define the password that AR System uses to access the database. The existing password is not displayed. Enter a value in the Database Password field to change the password. The default database password created by AR System is AR#Admin#. If you changed the password and do not remember it, or if you have changed it outside of AR System and need to reflect the change within AR System, log in to the database as the database administrator and change it back to the default. If the encrypted password is in the ar.conf configuration file, delete it from there. 136 Configuration Guide
Table 6-6: Database tab fields (Sheet 2 of 2) Field Name Database Configuration File Description Displays the contents of the ardb configuration file used by the advanced AR System feature that appends clauses to the SQL statements that create tables and indexes. For more information about the ardb file, see Appendix B, AR System configuration files. Database Case Sensitive Request ID Uses Clustered Index Indicates whether the database in use is case sensitive. This field is read-only. (For Microsoft SQL Server, Sybase, and DB2 databases only) Indicates whether AR System will create the Request ID field as a clustered index to boost performance. By default, the check box is selected. Store CLOB In-Row (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.
Server InformationEA tab

Use the EA (external authentication) tab to specify the parameters necessary for AR System to authenticate users with external systems.
To set AR System Administration: external authentication parameters

2 Click the EA tab.
Chapter 6
137
Figure 6-6: AR System Administration: Server Information formEA tab
3 Edit the options, as needed: Table 6-7: EA tab fields (Sheet 1 of 5) Area name 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 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 184. For information about configuring an AREA LDAP plug-in, see the Integration Guide.
138
Configuration Guide
Table 6-7: EA tab fields (Sheet 2 of 5) Area name Field Name Description 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 0, the AR System server uses the default of 30 seconds. Need To Sync Sets the interval for periodically invoking the AREA servers AREANeedToSyncCallback() call. If this option is set to 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 184, and the Integration Guide.
External RPC Authentication Server Timeout (seconds)
Chapter 6
139
Table 6-7: EA tab fields (Sheet 3 of 5) Area name Field Name Authenticate Unregistered Users Description Defines how AR System validates a user who has no record in the User form. When a user logs in to AR System, the server attempts to validate the user against registered users (users who are listed in the User form). If a match is found, that user definition and the permissions specified in the matching User record are used. If no match is found, AR System continues to attempt to validate the user or stops the validation process depending on whether this option is selected. If the check box is: Selected, and External Authentication is not configured(Default on UNIX servers) On a UNIX server, AR System searches the /etc/passwd file or NIS password map for a match. If a match is found, the user is considered a valid user (not a guest) of the system. The UNIX group specification from the file or NIS is retrieved, and the user is considered a member of the AR System group whose Group ID matches the UNIX group. On a Windows server, the AR System authenticates to the default domain. The optional authentication string that the user enters when logging in is used as the Windows domain name for authentication purposes. On Windows servers, the user is considered a member of the group whose Group ID is 0. Selected, and External Authentication is configured AR System sends a request to the external authentication server to authenticate the user. If a match is found, the user is considered a valid user (not a guest user) of the system. For more information, see Configuring a server to use plug-ins on page 184. The authentication string entered by the user when logging in is passed to the external authenticator for its use. Cleared(Default on Windows servers) AR System stops the validation process and manages the user as a guest user if Allow Guest Users is enabled. For information about configuring external authentication, see To set server ports and queues on page 151.
140
Configuration Guide
Table 6-7: EA tab fields (Sheet 4 of 5) Area name Field Name Cross Ref Blank Password Description Defines how AR System authenticates a user whose User form record has no password. When a user logs in, AR System searches its own database for that user. If the user has a password, the system uses it. If the Password field is empty, and the check box is: SelectedAR System attempts to validate the password against one of the following items: An external authenticator if one is configured The password in the Windows server domain The UNIX servers /etc/passwd file Cleared(Default) AR System concludes that an empty password field means that the user has no password. In the Login window, users will see an Authentication field. If your AR System server is running on Windows, the contents of this field are used as a domain name when the server authenticates the user with the operating system. If the server is instead configured to use an external authenticator, the contents of this field are passed to the authenticator. See Setting up an authentication alias on page 69 for more information about authentication aliases. If you enable the Cross-Reference Blank Password option, make sure that it does not conflict with the User Password Management feature. If you enforce a password policy AR System forces users to periodically set a password that cannot be blank. If a users password is authenticated outside of AR System and that user sets a non-blank password, AR System performs the authentication. This is not an issue if enforcement of a password policy is not enforced. If a policy is enforced, you must disable the policy for users whose passwords should be blank. For information on enforcing password policies, see Enforcing a password policy on page 62. To disable the policy for users whose passwords should be blank, see To disable password management for individual users on page 64. Authenication Chaining Mode Specifies the order in which AR System attempts to authenticate users when they log in: DefaultDisables authentication chaining. ARS - AREA1) the User form; 2) the AREA plug-in. AREA - ARS1) the AREA plug-in; 2) the User form. ARS - OS - AREA1) the User form; 2) Windows or UNIX authentication; 3) the AREA plug-in. ARS - AREA - OS1) the User form; 2) the AREA plugin; 3) Windows or UNIX authentication.
Chapter 6
141
Table 6-7: EA tab fields (Sheet 5 of 5) Area name Group Mapping Field Name LDAP Area name AR Group Name Ignore Excess Groups Description The name of LDAP group you want to map to the AR group in the same row of the Group Mapping table. The name of the AR group you want to map to the LDAP group in the same row of the Group Mapping table. Enables AR System to authenticate a user when any single LDAP group to which the user belongs matches an AR System group.
Server InformationLicenses tab

Use the Licenses tab to display information about the type and number of AR System licenses on a server. You can also set the Submitter Mode in this tab.
To display server license information and set the submitter mode

2 Click the Licenses tab. Figure 6-7: AR System Administration: Server Information formLicenses tab
142
Configuration Guide
3 Edit the options, as needed: Table 6-8: Licenses tab fields Field Name Server License Type Floating Write Licenses Fixed Full Text Licenses Floating Full Text Licenses Description Displays the license type of the server. Displays the total number of Floating licenses on the server. Displays the total number of Fixed Full Text Search licenses. Displays the total number of Floating Full Text Search licenses.
Fixed Write Licenses Displays the total number of Fixed licenses on the server.
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 Displays the AR System identifier code attached to the server license. Defines the conditions under which submitters can modify the requests they initially submit (that is, where their names are in the Submitter field). Choose one of the following options: LockedUsers can modify requests they submit without a write license. This does not apply to users with a Restricted Read license who cannot modify requests under any circumstances. In the locked submitter mode, after the entry is submitted, the value in the Submitter field cannot be changed. Changeable(Default) Users must have a write license to modify requests.
Note: Changes to the Submitter Mode settings do not take effect
until the server is stopped and restarted. 4 Click Apply.
Server InformationLog Files tab

Use the Log Files tab to set one or more of the log files shown in Figure 6-8 on page 147. AR System creates log files or forms containing information about system activity. After being activated, logging starts immediately. You can activate logging at any time.
WARNING
Do not keep logging turned on continuously. Log files can consume increasing amounts of disk space as messages accumulate unless you limit the log file size. Monitor your disk resources carefully while logging is active.
Chapter 6
143
Log files
On the Log Files tab, the default location for log files is:
ARSystemInstallDir\Arserver\Db on Windows ARSystemInstallDir/db on UNIX
You can enter a different location. You can also specify the same location and file for multiple types of logging so that all of the data is logged to a single file.
NOTE
You can also set logging modes for active links, macros, API calls, databases, and filters in BMC Remedy User through the Logging tab in the Options dialog box. For more information, see the Optimizing and Troubleshooting Guide.
Log forms
If you choose to log activity to a form, users can query the log form like any other AR System form. All the predefined log forms are imported and located at
ARSystemInstallDir\AR System\serverName\ARServer\SystemForms\en
during server installation. The definition file names begin with LogForm. They are treated as system forms and are recovered from this definition file whenever the AR System server restarts. Each supported log type has a separate form, and a common form (AR System Log: ALL) accommodates all types of logging information. You can specify whether the information should be logged to a specific form or the common form. The log forms are identified with their reserved fields. This allows administrators to rename the forms at any time using BMC Remedy Developer Studio. Request IDs can be used to sort the log entries when troubleshooting. Two configuration parameters in the ar.cfg (or ar.conf) file help identify the forms to which information is being logged currently. See Log-FormSelected on page 347 and Log-To-Form on page 348.
144
Configuration Guide
Types of logs
The following table lists the types of logs you can create.
Table 6-9: Types of logs (Sheet 1 of 2) Type of log API Description Default file name Default form name AR System Log: API
Logs information about all API calls arapi.log made by all clients. Information is logged on entry and exit of every API call. The default log file name is arapi.log. arescl.log Logs information about escalation activity. Information includes the escalations that executed, whether the escalation qualification found any matches, and any escalation actions taken. The default log file name is arescl.log. Logs information about filter activity arfilter.log for each operation. Information includes the filters that attempted to execute and all filter actions performed. arsql.log Logs SQL commands sent to the database. Information is logged for each SQL command issued, including a time stamp and the user name of the user performing the operation. Logs information about threads that arthread.log are being started and restarted on the server. aruser.log Logs information about connection activity for each user. Information includes whether the user can obtain a license and when each floating license is released. This enables you to keep an audit trail of user activity to help you determine if you need more floating licenses. Logs detailed information about user aralert.log registration and about the generation and delivery of alerts. Logs information about full text search indexer activity. arftindx.log
Escalation
AR System Log: Escalation
Filter
AR System Log: Filter
SQL
AR System Log: SQL
Thread
AR System Log: Thread AR System Log: User
User
Alert
AR System Log: Alert
Full Text Index Server Group
AR System Log: Full Text Index AR System Log: Server Group
Logs information about server group arsrvgrp.log activity. Records information about the starting and stopping of operations, the evaluation of other servers, and the timing of each event.
Chapter 6
145
Table 6-9: Types of logs (Sheet 2 of 2) Type of log ARFORK (UNIX only) Description Default file name Default form name No form is created for arforkd.
On UNIX systems, logs all arforkd arfork.log activity (a process that reduces the amount of memory an AR System server uses when forking new processes). This file is not subject to the maximum file size specified in the Maximum Log-File Size field. If you are licensed for Distributed Server Option (DSO), logs information about DSO server activity. For more information, see the BMC Remedy Distributed Server Option Guide. ardist.log
DSO
No form is created for DSO.
Plug-In Server
Logs the events of plug-ins that AR System uses. For more information about plug-ins, see the Integration Guide.
arplugin.log
No form is created for the plug-in server.
For more information about log files, see the Optimizing and Troubleshooting Guide.
To set log files or forms

2 Click the Log Files tab.
146
Configuration Guide
Figure 6-8: AR System Administration: Server Information formLog Files tab
3 Select the check box next to each log you want to create. 4 Select the type of log you want to create: File or Form. 5 In the Name field, specify the full path to the log file or the name of the form.
IMPORTANT
When naming log files, do not use special characters such as a forward slash (/) or a question mark (?). Use alphanumeric characters only.
6 To view a log file or form for any selected log, click the View button.
Log forms are opened in the Search mode.
Chapter 6
147
7 Edit the other options, as needed: Table 6-10: Log Files tab fields Field Name Plugin Log Level Description Specifies the level of logging for the plug-in server. The options are: AllAll log information FinestCode-level information FinerLogs tasks as they are executed within the system FineInternal exceptions ConfigConfiguration, status, severe, and warning messages InfoStatus, severe, and warning messages WarningSevere and warning messages SevereOnly severe messages OffNone Log-File Creation Defines how logs are created. The options are: 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. Client-Side Logging Defines the group that can use logging options in AR System Group clients. Logging options are disabled for users who are not members of this group. For more information about the client logging, see the Optimizing and Troubleshooting Guide. Maximum Log-File Size (byte) Defines 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. 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. Buffer Logged Lines Buffers logged lines instead of having them immediately written to disk. Selecting this option decreases the impact to AR System performance when logging is enabled. For more information see the Optimizing and Troubleshooting Guide. Log Per Thread Creates per-thread log files. Selecting this option decreases the impact to AR System performance when logging is enabled. For more information see the Optimizing and Troubleshooting Guide. 8 Click Apply.
148
Configuration Guide
Server InformationPlatform tab

Use the Platform tab to view information about the platform on which the selected server is running.
To display platform information about the currently selected server

2 Click the Platform tab. Figure 6-9: AR System Administration: Server Information formPlatform tab
3 Edit the options, as needed: Table 6-11: Platform tab fields (Sheet 1 of 2) Field Server Version Server Directory Hardware Operating System Description Displays the version number of the AR System software on the server. This value corresponds to the $VERSION$ keyword. Displays the folder (directory) where the AR System server is installed on the server system. Displays the hardware platform on which the server is running. This value corresponds to the $HARDWARE$ keyword. Displays the operating system software version running on the server system. This value corresponds to the $OS$ keyword.
Chapter 6
149
Table 6-11: Platform tab fields (Sheet 2 of 2) Field Server Name Alias Description Defines an alias that is always interpreted as the current server. An alias allows you to use a functional name for a server rather than a machine name (for example, ACME or HelpDesk). Do not enter a fully qualified domain name. An alias makes it easier to move workflow between machines. Entering an alias in this field does not automatically assign an alias to the server. The network environment must reflect a change to the server name before entering the alias name in this field. The alias name must be a valid host name on your network. If you change your server name alias, make sure you supply the alias to the DNS or enter the alias name in your hosts file. Otherwise, your AR System server cannot connect to the plug-in server. After you make all your changes to the server environment, users can log in to BMC Remedy User using the new server alias, just like any other server name. See your network operating system documentation for information about creating an alias for the server. Server Time 4 Click Apply. Displays the current time on the server (in the local time zone).
Server InformationPorts and Queues tab

Use the Ports and Queues tab to set server ports and RPC numbers as needed to communicate with other servers, clients, and services on the network. The Server Queue region on this tab allows you to configure server queues and threads as appropriate for your server, taking advantage of the multithreaded design of AR System.
Assigning TCP port numbers to AR System servers

You assign one TCP port number for the AR System server. All initial contact with the server is through a single port. If you run multiple servers on the same machine, each server must use a unique port. Clients must be configured with the server port number to enable server access without the use of a portmapper. If you do not allow the server to register with a portmapper, you must assign a TCP port number for the AR System server. For more information about configuring clients, see Configuring clients for AR System servers on page 183.
150
Configuration Guide
Do not assign port numbers that conflict with port numbers used by other applications or programs running on your system. If you assign conflicting port numbers, your servers might not start as expected. To find out which port numbers are in use, enter one of the following commands at the command-line prompt: UNIXrpcinfo -p Windowsnetstat -a Client tools can use ports 065535. Ports 11024 are reserved ports; avoid using these ports. On UNIX, port numbers within the range 11024 are available only for the superuser, and many of these numbers are reserved.
To set server ports and queues

2 Click the Ports and Queues tab. Figure 6-10: AR System Administration: Server Information formPorts and Queues tab
Chapter 6
151
3 Edit the options as needed: Table 6-12: Ports and Queues tab fields (Sheet 1 of 2) Field Name Server TCP/IP Port Description Defines the TCP/IP port number for the AR System server. Allows clients to have access to the server without a portmapper. When set to 0, which is the default, the portmapper assigns the port.
Note: If you set the Server TCP/IP Port field to a value less than
1024, older clients cannot connect. Distributed Server RPC Program Number Obsolete. For information about assigning RPC program numbers to DSO, see the BMC Remedy Distributed Server Option Guide.
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 the alert threads. If no port number is specified, or if 0 is entered, the portmapper randomly assigns an available port to the server. Register with Portmapper Defines whether the AR System server and the plug-in server are registered with AR System Portmapper. If the check box is: SelectedThey are registered. The server is registered if not previously registered. AR System clients can get the port number of the AR System server and the plug-in server from AR System Portmapper. ClearedThey are not registered. If the server was previously registered, this option removes the registration. AR System clients cannot get the port number of the AR System server and the plug-in server from the portmapper. If you are running multiple servers on a single machine, you can select the Register with Portmapper option for one server only.
152
Configuration Guide
Table 6-12: Ports and Queues tab fields (Sheet 2 of 2) Field Name Server Queue Description Enables you to define server queues specific to your needs. For most types of server queues, you can specify a minimum and maximum number of threads. For the escalation queue, only the maximum threads number is used, and all of the threads are started at startup time. 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. For more information, see Defining queues and configuring threads on page 153. 4 Click Apply. 5 Restart the server for the changes to take effect.
NOTE
To change the port number that the AR System server uses when communicating with the plug-in server, edit the Plugin-Port option of the ar.cfg (ar.conf) file, and restart the server. For more information, see Plugin-Port on page 354.
Defining queues and configuring threads

All servers include an Admin queue; it is the default server setting and cannot be configured. The Admin queue can have only one thread at any time. When you define additional queues, you must assign corresponding RPC program numbers, and you must define the minimum and maximum number of threads for each queue that you are using.
To add server, escalation, or full text indexer queues and to configure threads
2 Click the Server Ports and Queues tab. 3 In the Server Queue box, click at the bottom of the Type column.
Chapter 6
153
4 Click in the RPC Port Number column, and enter the appropriate number for the
queue you want to add: Fast390620 List390635 Escalation390603 Alert390601 Full Text Indexer390602 PrivateAn RPC program number within the following ranges: 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.

6 In the Max Threads field, enter the maximum number of threads that your system
will be allowed to start. The default is 1. When all the existing worker threads are in use, the system starts additional threads as needed until the maximum number is reached. These additional threads remain active until the server is rebooted. For the escalation queue, the maximum number of threads are started when the server starts up.
7 Select the Yes check box to create a debug queue to work with the workflow
debugger. For more information, see the Optimizing and Troubleshooting Guide.
8 Click OK to close the form.
When you return to the form, the new queues are 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.
Server InformationServer Events tab

Use the Server Events tab to select the server activities that you want to log. When you select specific server events, those events are logged in to the Server Events form, thereby making server-related changes available to workflow and API programs. For information about the Server Events form, viewing recorded server events, and using server events in workflow, see Chapter 7, Working with the Server Events form.
154
Configuration Guide
To set options for server events

2 Click the Server Events tab. Figure 6-11: AR System Administration: Server Information formServer Events tab
Chapter 6
155
3 Edit the options, as needed: Table 6-13: Server Events tab fields Area name Field Name Server Events Form Description Specifies the name of the form that is populated with information about specific server events. AR System automatically generates this form, and the form is defined from a unique combination of AR System reserved fields. Only one Server Events form per server is allowed. The default name is Server Events; you can rename the form, as needed. Server Event Type 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 Determines whether to log additions, modifications, or deletions to Users or Groups in the User or Group form, or any user or group changes using the access control utilities arcache and arreload. Changes are recorded in the Server Events form. Determines if an entry is created in the Server Events form as a result of the ARSetServerInfo call. Determines if an entry is created in the Server Events form as a result of BMC Remedy Alert logs to the AR System server. Determines if an entry is created in the Server Events form as a result of archiving data to an archive form.
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.
156
Configuration Guide
Server InformationTimeouts tab

Use the Timeouts tab to set the timeouts for the currently selected server.
To set timeouts
2 Click the Timeouts tab. Figure 6-12: AR System Administration: Server Information formTimeouts tab
3 Edit the options, as needed: Table 6-14: Timeouts tab fields (Sheet 1 of 2) Area name Field Name Process Timeout (seconds) Description Prevents a server from being blocked when a process requested in a Set Fields filter or escalation action does not return a value soon enough. The server waits a specified interval and then returns with a $NULL$ value even if the process has not been completed. The default is 5 seconds. The minimum is 1, and the maximum is 60. Specifying long intervals can increase the response time for users. Alert Send Timeout (seconds) Filter API RPC Timeout (seconds) Sets the time limit 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 0, and the maximum is 300.
Chapter 6
157
Table 6-14: Timeouts tab fields (Sheet 2 of 2) Area name Field Name Description Sets a time limit for how long a Floating license remains reserved if the user is not accessing AR System. When using Floating licenses, a license 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. The default is 2 hours. The minimum is 1, and the maximum is 99. Full Text Search 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 license 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. The default is 2 hours. The minimum is 1, and the maximum is 99. For more information, see FTS configuration options on page 297. 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.
Floating License Write Timeout (hours)
4 Click Apply.
Server InformationVersion Control tab

Use the Version Control tab to enable or enforce version control features on the AR System server. See the Form and Applications Guide for a detailed discussion of the version control features.
To set options for version control

2 Click the Version Control tab.
158
Configuration Guide
Figure 6-13: AR System Administration: Server Information formVersion control tab
3 Edit the options, as needed: Table 6-15: Version Control tab fields Field Name Object Reservation Description Selecting Enforced causes the server to require object reservation as described in the Form and Application Objects Guide.
Note: If you are logged in to the server in BMC Remedy Developer
Studio when you enable object reservation, you must log in again before you can reserve objects. See To give subadministrators access to an AR System server with object reservation enforced. Object Modification Selecting Enabled causes the server to log every change to objects Log as described in the Form and Application Objects Guide. Save Definition Files Selecting Yes causes the server to write a definition file each time an object is changed. This option is available only when the object modification log is enabled.
Chapter 6
159
To give subadministrators access to an AR System server with object reservation enforced

1 Create a group with:
Group Type set to View. Group Category set to Computed. Group Definition set to Sub Administrator. This group contains all users in the Sub Administrator group.
2 Grant the group Hidden permission (not subadministrator permission) to the
form, AR System Version Control: Object Reservation. A user must have access to this form to connect to a server using BMC Remedy Developer Studio.
Server InformationWS Registry Integration tab

Use the WS Registry Integration tab to configure a connection to a BMC Atrium Web Services Registry. You must configure this connection before you can use the AR System Web Service Registry form, described in the Integration Guide, to register web services. For more information about the web service registry, see the BMC Atrium CMDB 7.5.00 Developers Reference Guide.
IMPORTANT
The connection to the BMC Atrium Web Services Registry requires that the Java plug-in server is installed and operating.
To configure the connection to the BMC Atrium Web Services Registry

2 Click the WS Registry Integration tab.
160
Configuration Guide
Figure 6-14: AR System Administration: Server Information formWS Registry Integration tab
3 Enter the options: Table 6-16: Registry Settings tab fields Field Name Registry Location Registry Admin Password 4 Click Apply. Description The URL of the BMC Atrium Web Services Registry. The password of the web services registry admin user.
Registry Admin User The user name of the admin user for the web services registry.
To force an update to the registry

Click Update Registry. Workflow attempts to make the entries in the BMC Atrium Web Services Registry consistent with the requests in the AR System Web Services Registry form.
Chapter 6
161
Configuring a server for development or production cache mode

There are two cache modes that you can set for your server operation: development cache mode and production cache mode. Production mode is the default and is appropriate when operations by application users should not be delayed by administrative operations or when there is a large number of active application users. In this mode, administrative operations cause the server to create an administrative copy of its cache, so that other users can continue using the shared cache while administrative operations are carried out. In development mode, administrative operations do not cause a new copy of the cache to be made; instead they lock other users out of the shared cache and wait for users currently accessing that cache to complete their operations before performing changes. Escalation and Archive threads must also complete their operations before Admin thread changes can be completed. Therefore, potentially long running tasks like escalations are not compatible with Admin thread changes in this mode and can lead to long delays. Access to the shared cache is restored when the administrative operation is complete. No time is spent copying the cache, so operations have a smaller memory footprint and are performed faster than in production mode. Development mode is intended for servers whose main purpose is application development. It is unsuitable for servers with a large number of application users in a production environment because the operations of those users are blocked when forms and workflow are changed, especially when many structures are changed, such as when importing an application.
To set the cache mode

2 Click the Configuration tab. 3 Select or clear the Development Cache Mode check box. 4 Restart the AR System server for this setting to take effect.
Configuring cache initialization options

Two options, Preload Tables Configuration and Display Property Caching, allow you to optimize the time it takes an AR System server to load information into the cache and to manage how the server uses memory.
162
Configuration Guide
Configuring cache initialization options
The Preload Tables option

The AR System server populates the cache when it starts up. Also, in server groups, the non-administrative servers reload the cache during run time, whenever the administrative server signals that it has made a change to its cache. Beginning with release 7.5.00, the Preload Tables option allows the server to make better use of system resources, such as multiple CPUs and network bandwidth, when loading the cache during server initialization and in server group operations. Using the Preload Tables option can greatly reduce server startup time and the time required for cache reloads in a server group, but it requires that larger amounts of memory are available to the AR System server. This section describes how preloading of tables works and contains recommendations for using this option.
Preload threads and preload segments

With this option, the server uses multiple threads running in parallel, called preload threads to load information from the database tables into memory. Each preload thread uses a separate connection to the database. The server then populates the cache by reading the information from memory instead of directly from the database. Without this option, a single thread loads information directly from the database into the cache. You can configure the server to use preload threads in two ways: Only at server initialization Whenever the cache is loaded from the database When preload threads are configured, each thread loads data in segments from one or more database tables. As each thread completes loading of a segment it begins work on another segment until no segments remain to be loaded. Any segment may be loaded by any thread. To tune the server for optimum start-up time and server group caching, you change the number of preload threads and the number of schema segments.
Determining the optimum Preload Tables settings

Using preload threads can greatly reduce server initialization time, but temporarily consumes memory. To determine the optimum settings for the Preload Tables option in your environment, you can vary the number of preload threads and preload segments to find the configuration that results in the fastest cache load time. Such testing will also help identify the amount of preload memory required in addition to cache memory. Vary the number of preload threads and the number of preload segments to identify the correct settings for your environment. Adjusting the number of preload segments has the effect of balancing the load between the preload threads.
Chapter 6
163
TIP
Initial testing of this feature at BMC Software indicates that a Unicode server with the full ITSM suite and all language packs installed consumes about 500 MB more memory at initial cache load than a server that doesnt use preload threads. When determining whether to use preload threads and how to configure them, consider the following factors: The amount of memory available to the AR System server at server initialization and during run time. BMC recommends that servers with 64-bit address spaces and plenty of memory be configured to use preload threads anytime the cache is loaded from the database (Preload Tables At Init Only = No). BMC recommends that servers with limited memory, such as Windows servers with 32-bit address spaces, be configured to use preload threads only when the cache is initially loaded from the database (Preload Tables At Init Only = Yes). In the case of extremely limited memory, configure the server to not use preload threads. Whether the server is part of a server group. Non-administrative servers in a server group load the cache from the database whenever server object changes are made. These servers will derive the most benefit from using preload threads for all cache loads. The number of database connections available. Each preload thread uses one connection to the database. This option is turned off by default. To configure preload threads, use the Preload Tables Configuration option on the Advanced Tab of the Server Information form. See Server InformationAdvanced tab on page 119. For information about the configuration file settings related to this option, see Table B-1 on page 321. If you choose to configure preload threads, start with one segment for every three schemas on the server, and 10 preload threads. You can then vary these settings to find the best performance for your installation.
Caching display properties

Display properties include the background images used in forms, as well as the display properties of each form field. Server display properties are display properties for forms and fields used in server workflow only. The Display Property Caching option allows you to control how the server caches display properties. This feature can be used alone or in conjunction with preload threads. In release 7.5.00, this functionality changed to configure the server to either cache all display properties, or to cache only server display properties. This option no longer distinguishes between form backgrounds and field display properties.
164
Configuration Guide
Configuring server groups
With this option, if you choose to cache all display properties, server response time is faster when a client opens a form for the first time, but the memory space required for the server cache is larger. If you choose to cache only server display properties, memory usage for the cache is smaller. However, when a client such as BMC Remedy User opens a form for the first time, response time is slower because the server must load the display properties from the database at that time.

A server group consists of two or more servers that share the same database and are designated as part of a server group. Server groups are designed to provide failover operations for crucial AR System operations. A server group can also provide scalability and load balancing.
Figure 6-15: AR System servers in a server group
Host Host Host
Server
Server
To ensure high availability of AR System operations, you can set up a server group to provide failover protection by assigning rankings to servers in the group for specific AR System operations. Servers in a server group can provide failover protection for the following functions: Administration Archiving Assignment Engine BMC Atrium CMDB BMC Atrium Integration Engine BMC Remedy Approval Server BMC Remedy Distributed Server Option (DSO) BMC Remedy Email Engine
Chapter 6 Configuring servers and clients 165
BMC Remedy Flashboards BMC SLM Collector (a component of BMC Service Level Management) Business Rules Engine (a component of BMC Service Level Management) Escalations Full Text Indexing Reconciliation Engine A server group can also provide ease of administration because there is only one database to manage and back up. Also, AR System servers that belong to a server group share all licenses except for the AR Server licenses. One server in the group is designated as the administrative server. When you make changes to workflow and applications on this server, the changes are automatically propagated to other servers in the group. You can also configure specific servers in the group to handle reporting, reconciliation, and other tasks that can impact performance, freeing up the remaining servers in the group to handle user traffic. A server group can provide load balancing for heavy user traffic. You can use a hardware load balancer with a server group to direct user traffic to some or all of the servers in the group. For information about using a hardware load balancer with a server group, see the white paper titled Using a Hardware Load Balancer with AR System. Server group functionality is not supported for multiple servers on one machine. Also, servers earlier than release 6.0 are not compatible with server groups.
NOTE
It is also possible to set up two or more AR System servers to share the same database without making them members of a server group. In this case, failover protection is not available, but you can manually configure the servers to provide load balancing and other scaling operations. See Sharing a database without using a server group on page 180.
Installing servers in a server group

During server installation for members of a server group, you must specify the same database information for each AR System server. However, some installation steps differ for installing or upgrading the first server in the group, versus the second and remaining servers. For information about installing or upgrading servers in a server group, see the Installation Guide.
166
Configuration Guide
Configuring servers in a server group

To configure the AR System servers in a server group, first determine which server will be the administrative server. Configure this server first, and then complete the configuration tasks on the other servers in the group. Configuration tasks that set up basic server group operations and failover rankings are required for all server groups. After completing these tasks, you can follow the procedures necessary to configure optional AR System functions such as FTS, or to set up other AR System components, such as Alert or DSO, to work with the server group. The following configuration tasks are required for all server groups: Apply the AR Server licenses for the server group on page 168. Define the common alias, unique server names, and optional server group name on page 168. Designate the administrative server and assign servers to the group on page 169. Configure the server group check interval on page 170. Configure the server group signaling option on page 171 Set failover rankings for servers and operations on page 172. The following configuration tasks are required only if you are using the functionality or components described with the server group: Configure BMC Remedy Alert for the server group on page 174. Configure full text search (FTS) for the server group on page 176. Configure DSO for the server group on page 176. Configure Email Engine for the server group on page 177. Configure Flashboards for server groups on page 177. In addition, you might need to use the following procedures when working with the server group: Bypass the load balancer to work on a specific server on page 177 Configure logging for server groups on page 178 Remove a server from a server group or remove an unused server name on page 179
Chapter 6
167
Apply the AR Server licenses for the server group

Each server must have its own AR Server license and license key. To add a server license, follow the procedure in Adding licenses on page 36. You can add each AR Server license at the same time that you configure each server for the server group by using the other procedures described in this section. All other license types, such as all types of Fixed and Floating user licenses and application licenses, are stored in the database and are therefore shared by all servers in the server group. You can add these licenses at any time.
Define the common alias, unique server names, and optional server group name
For each server group, you define a server name alias and apply it to each server in the group. The alias identifies the server group in workflow, so that the workflow can run correctly on any server in the group. You also define a unique name for each server in the group, so that the servers in the group can identify each other, and so that you can direct administrative or specialized operations to a specific server. Both the server alias name and the unique names must be resolvable by DNS. You can also define a Server Group Name, although this is now optional. It is not used in release 7.5.00.
The server name alias

All AR System servers in a group must have the same server name alias. If you are employing a load balancer, the common server alias should be the same as the short DNS name of the load balancer (which is a name that resolves to the load balancer IP address). Clients can therefore be directed to the load balancer using the server name alias. If the server name alias is not the same as the load balancer short DNS name, ARTask email attachments generated by the server might not work. When generating an ARTask attachment, the server generates a reference to itself using the server name alias with the domain name appended. Clients opening the ARTask can therefore use the fully qualified domain name to be routed to the server group through the load balancer.
To specify a common server name alias for server group members

1 In a browser or in BMC Remedy User, select AR System Administration Console >
System > General > Server Information.

2 In the AR System Administration: Server Information form, click the Platform tab. 3 In the Server Name Alias field, enter the alias name. 4 Repeat steps 1 through 3 for each AR System server in the server group. Enter the
same alias name on each server.
168
Configuration Guide
Unique names for each server

Each server in a server group needs a uniquely defined name to identify itself to other servers in the group. Usually this will be the hostname of the computer where the server is installed. To identify the unique name for each server in the group, add the following line to each server's configuration file:
Server-Connect-Name: servername
DNS must be able to resolve this name, and it is used exactly as specified (that is, no domain name is appended). Each server uses this name to register as a server group member. Other servers in the group use the name when communication between servers is required. In addition, various external server components use the name when connecting to the local server. 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 Remove a server from a server group or remove an unused server name on page 179.
The server group name

The server group name was used in some earlier releases in relationship to licensing, but it is no longer necessary to set this value. In release 7.5.00, this setting is not used. However, you can optionally set it for informational purposes.
To enter a server group name

1 Open the AR System Administration: Server Information form on one of the
servers in the group.

2 Click the Advanced tab. 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.
Designate the administrative server and assign servers to the group

One server in a server group acts as the administrative server. This server is the one you use to make any workflow or application changes in BMC Remedy Developer Studio. Determine which server will be the administrative server, and follow the procedure To make the initial server a member of the server group and install the failover ranking form on that server before adding any other servers to the server group. This procedure automatically configures the first server added to the group as the administrative server.
Chapter 6 Configuring servers and clients 169
TIP
You can change the administration operation to another server at a later time, and using the procedures in this section, you can define another server in the group to act as the failover server for the administration operation.
To make the initial server a member of the server group and install the failover ranking form
1 In a browser or in BMC Remedy User, log in to the server that will have the
administrative function as a user who is a member of the Administrator group.

2 Select AR System Administration Console > System > General > Server
Information.
3 On the Server Information form, click the Configuration tab. 4 Select the Server Group Member check box and click Apply. 5 Dismiss the dialog box warning that you must restart the server for this change to
take effect.
6 Restart the AR System server.
When you restart the AR System server following this procedure, the AR System Server Group Operation Ranking form is automatically installed on the server. One default record is entered in this form for each possible failover operation. The initial server is configured with a rank of 1 for each operation, including the Administration operation. To change these rankings after you configure the other servers in the group, see Set failover rankings for servers and operations on page 172.
To make the remaining AR System servers members of the server group

1 Open the AR System Administration: Server Information form on each of the
remaining servers in the group.

2 Click the Configuration tab. 3 Select the Server Group Member check box and click Apply. 4 Restart the server.
Configure the server group check interval

The Check Interval setting determines how often each server in the group identifies itself to other servers in the group, as well as how often it checks to see whether other servers are still alive. The Check Interval works together with the Delinquent Threshhold to determine the total time from a server failure to when the next ranked server takes over an operation. See Delinquent threshhold on page 174. Checking server group status and reporting status generates a certain amount of database traffic, so you should tune this setting to balance the time to failover against the frequency of posting the check and query to the database.
170
Configuration Guide
To set the Check Interval

1 Open the AR System Administration: Server Information form. 2 Click the Advanced tab. Figure 6-16: Setting the check interval on the Advanced tab
3 In the Check Interval field, enter how often you want the server to identify itself
and check the status of other servers in the group. The default check interval is 60 seconds, the minimum value is 30 seconds, and there is no maximum value. If you change this value after a server group is running, you must restart all the AR System servers. The information shared between servers in the group includes: The current servers own status. Whether any server is delinquent. The parameters needed for sending signals. Information about operational responsibilities. For an explanation of delinquency and rankings, see Set failover rankings for servers and operations on page 172.
4 Click OK. 5 Restart each server in the server group.
Configure the server group signaling option

When object definition changes are made to the administrative server in a server group, other members of the group can be notified either by a signal or by a database posting. With signaling, other servers are notified of changes immediately, and there is no delay in resynchronization or updating definitions. The database method reduces server activity when object definition changes are communicated between servers and is an effective way to reduce the number of cache reloads when a series of changes are made, but there is a delay before other members of the server group pick up the changes. By default, AR System uses a combination of these methods for different types of updates in a server group. Server definition changes such as changes to forms, active links, filters, and escalations, as well as user group changes, are handled by database posting. All other changes, such as Alert registration, DSO activity, and so on, are handled by signaling. However, you can configure the server to use signaling for all changes including server object changes by following the procedure in this section.
Chapter 6
171
About server group signaling

Beginning with release 7.5.00, servers in a server group use the arsignald daemon to notify other members of the group about signaled changes. The arsignald daemon (arsignald.exe on Windows and arsignald on UNIX) is a persistent process that is started by the AR System server at server start up. arsignald maintains a pipe to the associated AR System server and handles all signals to the other members of the server group. Therefore, signaling between members of a server group now requires only one additional server process per server.
NOTE
In previous releases, server group signaling was instead carried out by the arsignal program rather than arsignald. The arsignal program caused a separate process to be spawned and then closed down for every change, which could significantly impact resources on the host computer. The arsignal program is still available for use by AR System workflow, but is no longer used for server group signaling.
The Server-Group-Signal-Option setting

The configuration file setting Server-Group-Signal-Option tells the server whether to use arsignald for all signals, rather than using a combination of signaling and database posting. If set to true (T), server object changes are communicated by arsignald instead of database posting. Use this option if you dont want any delay in communicating server object changes to other servers in the server group. To configure the server to use arsignald, add the following line to the servers configuration file (ar.conf or ar.cfg):
Server-Group-Signal-Option: T
Set all servers in the server group to use the same method for updates. See also Server-Group-Signal-Option2 on page 359. If this option is set to false (F) or is not included, server group signals are accomplished by the default method described in this section.
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 they recache definitions from the database. Consider this when planning changes of this type.
Set failover rankings for servers and operations

The AR System Server Group Operation Ranking form contains entries that define the failover ranking for servers that handle certain operations in the server group, and the delinquent threshhold that helps determine when another server will take over an operation. This form is automatically created when you specify the first server as a member of the server group and restart the server.
172
Configuration Guide
When the form is created, it is populated with default entries and the first server added to the server group is assigned 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.
NOTE
Remove the default entries for operations that do not run in your environment.
Figure 6-17: AR System Server Group Operation Ranking form
Operation rankings
The fields named Operation, Server, and Rank work together to define which server is the primary server for the operation, which server takes over if the primary server fails, and so on.
To establish operation rankings in the server group

1 In BMC Remedy User or a browser, log in as a user with Administrator privileges
to any server in the group.

2 Open the AR System Server Group Operation Ranking form in search mode. 3 Perform an unqualified search to see the existing entries in the form. 4 Modify entries as required to construct a fail-over hierarchy for ownership of
operations. Use the following guidelines to determine how to set operation rankings for the server group: 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. The next highest value indicates the server that will take over the operation if the first server fails, and so on. Ranking numbers do not need to be consecutive.
Chapter 6
173
If a value is null, the server ignores the entry. If an operation has no server designated with a valid rank, it is not run on any of the servers in the group. Avoid assigning two servers the same ranking for the same operation. (For ease of configuration, the form allows you to do this temporarily.) Operations can be spread freely across different servers, with the exception of operations involving BMC Remedy Approval Server, BMC Atrium CMDB, and the BMC Service Level Management engine (labelled Business Rules Engine in the form). These operations must reside on the same server as the administration operation; therefore, the operations must have the same ranking as the administration operation so that they move as a unit.
Delinquent threshhold
The Delinquent Threshold field determines the number of times the specified server can miss reporting its status before the next server in the ranking takes responsibility for the operation. This setting works together with the Check Interval to determine the total time to failover for any operation.
Configure BMC Remedy Alert for the server group

If you do not use BMC Remedy Alert and the alert mechanism in your environment, you can skip this section.
Mapping IP addresses
Mapping loadbalancer IP addresses to AR System server IP addresses When an alert client registers with an AR System server in a server group, it registers on only one of the servers. That registration is automatically broadcast to the other servers in the group, but some IP address configuration is required to properly register the client on the other servers. In a load-balanced environment, the registration information contains the load balancer IP address instead of an actual server IP address. Therefore, each server must have an IP address mapping from the load balancer IP address to its own IP address.
To map the load-balancer IP address to the AR System server IP address

For each AR System server in the group, add the following line to the configuration file of the server:
Map-IP-Address: loadBalancerIP ARSystemServerIP
The parameters are as follows:

loadBalancerIPThe virtual IP address of the load balancer that Alert clients
use for connecting.

ARSystemServerIPThe IP address of the local AR System server.
NOTE
Because each AR System server is configured individually, you must repeat this procedure for all AR System servers in the group.
174
Configuration Guide
Mapping remote server IP addresses to local server IP addresses
In a non-load-balanced environment (or a load-balanced environment where users are allowed to connect directly to a server), the registration information contains the server IP address of the server to which the user connected. Therefore, each server must have an IP address mapping from all other servers to its own IP address.
To map all other server IP addresses to the AR System server IP address

For each AR System server in the group, add the following line for each remote and local server combination to the configuration file:
Map-IP-Address: remoteServerIP localServerIP
The parameters are as follows:

remoteServerIPThe IP address of a remote server to which an Alert client
could connect.
localServerIPThe IP address of the local AR System Server.
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: serverB_IPAddress serverA_IPAddress MAP-IP-Address: serverC_IPAddress serverA_IPAddress
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 9, 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 fail.
To send alerts to registration IP addresses and ignore actual IP addresses

Add the following line to the configuration file:
Alert-Ignore-Actual-Client-IP: T
Chapter 6
175
Configure full text search (FTS) for the server group

If you do not use FTS in the server group, you can skip this section. To use FTS in a server group, install and configure the SearchServer search engine on only one of the AR System servers in the server group. Install the SearchServer client on the other servers in the server group. These servers act as SearchServer clients for the indexing and searching tasks generated on them. For instructions for installing FTS in a server group, see the Installation Guide. Specify the FTS server host and FTS server port on the FTS tab of the AR System Administration: Server Information form. For those servers running the SearchServer client, the FTS server host is the server where the SearchServer search engine is installed. Use the unique name for the server. See FTS configuration options on page 297 and Unique names for each server on page 169.
Full text indexing operation management

The server manages the full text indexing operation in a different manner than other operations. For most other operations, only one server in the group runs the operation at any one time. Full text indexing is handled differently. Since each server performs the indexing tasks that are generated on it, there is no need to restrict the indexing to one server. If a server is not operational, another server can take over its already queued indexing tasks. Therefore, the ranking for the full text indexing operation defines the hierarchy for servers to take over indexing tasks from other servers. Once taken over, an indexing task is not returned to its original server, even if the original server is operational before the server that took it executes the task. For more information about FTS, see Using full text search on page 281.
Configure DSO for the server group

If Distributed Server Option (DSO) is not used in your environment, you can skip this section. In an AR System environment with load balancing or multiple servers, a DSO server process runs on each server, but only one process actively distributes data. The configuration needed to support DSO fail-over is limited to modification of the distributed mappings to indicate that any server in the server group can act as the source server. In BMC Remedy Developer Studio, double-click Distributed Mappings in the AR System Navigator object tree. On the Basic panel of each distributed mapping, select the Allow Any Server in Server Group check box. This setting indicates to the servers in the group that regardless of the source (From) server name specified in the mapping, any server in the group is qualified to be the source server. In the event of a fail-over where the distributed operation moves from one server to another, the data will continue to be processed. For more information about DSO, see the BMC Remedy Distributed Server Option Guide.
176
Configuration Guide
Configure Email Engine for the server group

If the port number (RMIPort) for email administration in BMC Remedy Email Engine is changed from the default (1100), set the AR System server configuration in ar.cfg or ar.conf to the same port number. The syntax is as follows:
Server-Group-Email-Admin-Port: 2020
This enables the server to communicate email administration information to BMC Remedy Email Engine during server group processing. For more information about Email Engine, see the BMC Remedy Email Engine Guide.
Configure Flashboards for server groups

If the port number (RMIRegistryPort) for flashboards administration in the Flashboards server is changed from the default (1099), set the AR System server configuration in ar.cfg or ar.conf to the same port number. The syntax is as follows:
Server-Group-Flashboards-Admin-Port: 2021
This enables the server to communicate flashboards administration information to the Flashboards server during server group processing. For more information about Flashboards, see the BMC Remedy Flashboards Guide.
Working with server groups

This section describes how to connect directly to a specific server in the server group, such as the administrative server, how to configure server group logging, and how to add or remove a server from a server group.
Bypass the load balancer to work on a specific server

To make object definition and other workflow changes on the administrative server in a load-balanced environment, you must bypass the load balancer to connect to the administrative server with Developer Studio. The same consideration applies when you need to make configuration changes on a specific server in the group with BMC Remedy User or a browser. To do this, you can connect to the server using the unique server name rather than using the load balancer name (which is the same as the common server name alias for the group). To ensure that the server recognizes references to itself as the current server while designing workflow and applications, add the IP Name: setting to the configuration file. This setting indicates to the server that any of a given set of server names is recognized as the current server. You might need to designate a short name and a long name for each server, as shown in the following example:
IP-Name: serverA IP-Name: serverA.remedy.com
Chapter 6
177
If BMC Remedy Developer Studio used either of these server names to log in, that server would be recognized as the current server in workflow.
Configure logging for server groups

Information tracked in the server group log file includes the starting and stopping of operations, the evaluation of other servers, and the timing of each event. The arsignald log file tracks the startup and shutdown of the arsignald daemon and all signals sent between servers in the group.
To turn on the server group and arsignald log files

1 Open the AR System Administration: Server Information form, and then click the
Log Files tab.

2 Select the logging to use:
For server group logging, select the Server Group Log check box. For arsignald logging, select the ARSIGNALD Log check box.
Figure 6-18: Server Group entry on the Logging tab
3 Enter a path for each log file if you do not want to use the default paths. 4 Click OK.
To log server group activity in the Server Events form

1 Open the AR System Administration: Server Information form, and then click the
Server Events tab.

Figure 6-19: Server Group entry on the Server Events tab
2 Select the Server Group Actions check box. 3 Click OK.
NOTE
You cannot log arsignald activity in the Server Events form. For more information about server group settings on the AR System Administration: Server Information form, see the following sections: Server InformationConfiguration tab on page 124 Server InformationAdvanced tab on page 119 Server InformationLog Files tab on page 143 Server InformationServer Events tab on page 154
Add an existing server to a server group

To make an existing server a member of a server group, modify the ar.conf (ar.cfg) file to direct the server to the database used for the server group. Compare the configuration file to that from another server in the group to make sure all necessary database settings agree. Also, the referenced database for the server group must be at the AR System internal database version that is appropriate for the version of the AR System server being added to the group. If the internal database version is not appropriate, the server will not be able to start.
To check the database version

1 Before moving the server to the server group, log in to that server with BMC
Remedy User or a browser.

2 Open the AR System Administration: Server Information form, and click the
Database tab.
3 Make a note of the database version. 4 Log in to a server in the server group and compare the database version.
Remove a server from a server group or remove an unused server name

This section describes how to remove a server from a server group and clean up its operation rankings. If you change the name of a server in a server group, use the procedure To remove an unused server name to remove the old name from the ranking form.
To remove a server from a server group

1 Open the AR System Administration: Server Information form, and click the
Configuration tab.
2 Clear the Server Group Member check box. 3 Restart the server.
To remove an unused server name

1 Open the AR System Server Group Operation Ranking form, and remove all the
entries for the server name.

2 Restart one of the servers in the server group.
The server that you restarted will remove all the server group references for a server that does not have any ranking entries.
Chapter 6
179
Sharing a database without using a server group

You can configure two or more AR System servers to share the same database, without making them members of a server group. In this case, automatic failover protection is not available. Also, when you make any changes to object definitions, you must refresh the cache on other servers in the group manually, for example, by restarting them. This approach can be sufficient for managing performance. For example, you can use a shared database in an environment where the user traffic all goes to one AR System server. In this scenario, you can use another server on the same database to handle tasks such as reporting or reconciliation, which can have a performance impact on the AR System server. When you share a database without using a server group, you must designate one server as the administrative server by disabling administrative functions on the other servers sharing the database. To share a database between AR System servers without using a server group, you must perform the following installation and configuration steps: During installation: Choose the Overwrite or Upgrade option for the first server installed. Choose the Server Group option when installing subsequent servers that will share the same database. Specify the same database information for all servers that will share the database.
NOTE
Choosing Server Group during AR System installation does not configure the servers as members of a server group. It merely indicates to the installer that the server will share the database with an existing AR System server, with or without server group membership. After installation: Determine which server will be the administrative server, where you will manage and make changes to forms, workflow, and applications with Developer Studio. Isolate Developer Studio access, escalations, and archiving to the administrative server.
180
Configuration Guide
Running a stand-alone AR System server on Windows
To turn off Developer Studio access, escalations, and archiving on the nonadministrative servers (without server groups)
1 In BMC Remedy User or a browser, log in to each of the non-administrative servers
as a user who is a member of the Administrator group.

2 Click AR System Administration Console > System > General > Server
Information
3 Open the Configuration tab, and select the following check boxes:
Disable Admin Operations Disable Escalations Disable Archiving For information about using server groups, see Configuring server groups on page 165.
Running a stand-alone AR System server on Windows

On Windows, you can run a stand-alone AR System server, which is disconnected from the network (for example, on a laptop computer).
To run a stand-alone AR System server

1 Open the C:\WINDOWS\system32\drivers\etc\hosts file (or the drive on which
Windows server is installed).

2 Enter the following alias entry: IPAddress localHostName.domainName localHostName
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.
Chapter 6
181
Configuring firewalls with AR System servers

This section describes the connections required to connect to an AR System server through a firewall, without using a portmapper. A firewall is a security system that acts as a protective boundary between a network and the outside world. In the following figure, the BMC Remedy User client connects to a specific port of the AR System server. When the user makes a request of the AR System server, the response is returned on the same TCP connection that makes the request. When the AR System server determines an alert is required, it sends the alert message to BMC Remedy Alert using TCP on the outbound port specified in the configuration, as shown in Figure 6-20. For more information about setting ports, see Server InformationPorts and Queues tab on page 150.
Figure 6-20: Transmitting through a firewall
Firewall
BMC Remedy User
AR System server
BMC Remedy Alert
Alert
Outbound Port Inbound Port TCP Call
182
Configuration Guide
Configuring clients for AR System servers
To enable these connections through the firewall, the AR System server and the client must be configured to communicate on the proper ports: AR System serverThe AR System administrator assigns a specific port number in the Server TCP/IP Port box as described in Assigning TCP port numbers to AR System servers on page 150. ClientIn BMC Remedy User, the administrator or user configures the Advanced Server Properties in the Accounts dialog box as described in To configure Windows clients to avoid using a portmapper on page 184. In BMC Remedy Developer Studio, the administrator configures the Server List accessed from the Login window. This informs the clients of the location on the firewall through which they can connect to AR System servers.
Configuring clients for AR System servers

When servers are configured to run on specific TCP ports, the clients need to be configured to match.
IMPORTANT
The specifics of your firewall configuration vary from manufacturer to manufacturer. Ask the network and security professionals at your company for more information. For more information about TCP port numbers, see Assigning TCP port numbers to AR System servers on page 150. To access private 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 this port can be blocked for requests coming through the firewall. Internal requests are affected by this rule since RegisterWith-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 184. You can set these ports as the following section explains.
Chapter 6
183
To configure Windows clients to avoid using a portmapper

1 In BMC Remedy User, choose Tools > Account to open the Account dialog box. Figure 6-21: Account dialog box
Advanced Server Properties check box
2 Select the Advanced Server Properties check box to view the advanced port
columns. Otherwise, you see only the first two columns.

3 Click in one of the following columns and type the port number or the private
queue to which you want to connect:

TCPRepresents the port number of the specified AR System server. RPCRepresents the program number of a private queue, if you are using one. 4 Click OK. 5 Log in again to activate these changes.
Configuring a server to use plug-ins

You might want to use plug-ins for these purposes: AR System database connectivity (ARDBC)Used to create an AR System vendor form to access external data. For information about vendor forms, see the Integration Guide. AR System external authentication (AREA)Used to resolve user accounts against directory services. AR System filters (ARF)Used to make a call from workflow to external services and to capture returned data. 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 Integration Guide.
184
Configuration Guide
Configuring the AR System server for external authentication (AREA)
To configure a server to use plug-ins

1 Modify these settings in the ar.conf file (UNIX) or the ar.cfg file (Windows): Plugin (page 351)
Number of threads, for example:

Plugin-ARDBC-Threads (page 352) Plugin-AREA-Threads (page 352) Plugin-Filter-API-Threads (page 352) Plugin-Log-Level (page 353) Plugin-Port (page 354) Server-Plugin-Alias (page 360) Server-Plugin-Default-Timeout (page 360)
These settings are described in Appendix B, AR System configuration files.

2 Modify the plug-in target password (page 162). 3 Modify the plug-in log file settings (page 143).

After you install an AREA plug-in, you can set up the AR System server to use external authentication. Users can be authenticated externally in three ways. (Two of the three authentication methods use the authentication string described in the C API Reference guide. See also Setting up an authentication alias on page 69.) Depending on your system and configuration, users can be authenticated: To the operating system (UNIX only)The AR System server authenticates to the operating system. The authentication string has no effect when authenticating to a UNIX operating system. To the server domain (Windows)The AR System server authenticates to the Windows server domain. If a value has been entered in the Authentication String field, that value is used as the domain name to which the AR System server authenticates. To the AREA serviceIf you have configured external authentication to an AREA service, the user name, password, and authentication values entered are provided to the AREA service.
Chapter 6
185
Before configuring external authentication for an AREA service, you must configure your server to use plug-ins (see Configuring a server to use plug-ins on page 184). You must also start the plug-in server (see Appendix C, AR System server components and external utilities). After the service is started, set up the server for external authentication as described in the following procedure.
To configure the AR System server for external authentication

2 Click the EA tab. 3 To enable authentication using an AREA service, set the External Authentication
Server RPC Program Number to 390695. Entering 390695 enables authentication using an AREA service. Entering no value or 0 disables authentication using an AREA service. If you enter 0, the AR System server makes no attempt to communicate with the AREA server.
4 Set the RPC and SYNC time-outs for External Authentication.
External Authentication Timeout (seconds) is the amount of time within which the AREA server must respond to a call from the Plug-in server before an error is returned. The options are: RPCUsed when making calls to the AREA server. If set to 0, the AR System server does not invoke the call to the external authentication server. The default is 30 seconds. Need To SyncThe interval for periodically invoking the AREA servers AREANeedToSyncCallback() call. If set to 0, the AR System server does not invoke the call to the external authentication server. The default is 300 seconds.
5 Select one or both of the following settings:
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, and that user is allowed to log in.
186
Configuration Guide
6 Optionally, specify an authentication chaining mode. Table 6-17: Authentication chaining modes Mode Off ARS - AREA AREA - ARS ARS - OS - AREA Description Disables authentication chaining. AR System attempts to authenticate the user by using the User form and then the AREA plug-in. AR System attempts to authenticate the user by using the AREA plug-in and then the User form. AR System attempts to authenticate the user by using the User form, then Windows or UNIX authentication, and then the AREA plug-in. AR System attempts to authenticate the user by using the User form, then the AREA plug-in, and then Windows or UNIX authentication.
ARS - AREA - OS
NOTE
For more information about authentication options, see the Integration Guide.
7 Specify Group Mapping options:
Ignore Excess GroupsSpecifies that authentication requires that, for a given user, at least one LDAP group must match an AR System group. Non-matching groups are ignored. If this option is cleared, authentication occurs only when each LDAP group matches an AR System group. Group MappingSpecifies mappings between LDAP groups and AR System groups. This eliminates the need for one-to-one matches between LDAP and AR System groups. If you do not map groups, each LDAP group must have an exact AR System group match.
TIP
For maximum benefit, use Ignore Excess Groups and Group Mapping together.
8 Save your settings.
The settings you specify persist across server restarts.
Chapter 6
187
Configuring a server for alerts

To enable users to receive alerts from the server through BMC Remedy Alert, you need to configure your server. The earlier Notification Server command-line configuration options are not available in AR System 5.0 or later.
To configure a server to send alerts

2 Click the Server Ports and Queues tab, and perform the following steps: a In the Alert Outbound Port field, enter the port number that the server will use
when sending alerts. If you enter 0, the server uses random port selection.
b Configure the Alert queue, and adjust the minimum and maximum threads.
For more information, see Server InformationPorts and Queues tab on page 150.
3 Click the Timeouts tab, and in the Alert Send Timeout (seconds) field, enter the
number of seconds the server must 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 so that the server does not send alert
messages when alert events are entered into the system.

5 Click OK to close the form. 6 If you want the server to translate IP addresses before sending alert messages to users, edit the Map-IP-Address option in the ar.conf file, see Map-IP-
Address2 on page 347.
188
Configuration Guide
Chapter
Working with the Server Events form

The Server Events form enables you to capture server-related activities and use them in workflow and API programs. You can select the server events that you want to record, search and view the returned entries, and create workflow to notify companion servers and interested clients of server changes that could affect them. The following topics are provided: Understanding the Server Events form (page 190) Using server events in workflow (page 205) For information about setting Server Event options, see Server Information Server Events tab on page 154.
Chapter 7
189
Understanding the Server Events form

The Server Events form captures the server changes that you record. To access this form, in a browser or BMC Remedy User, open the AR System Administration Console, and click System > General > Review Server Events. You can use the Server Events form to notify other servers of cache changes if multiple servers are sharing the same database. The form can also notify interested clients of cache changes and user or group events. For more information, see Using server events in workflow on page 205.
NOTE
You might find server events especially helpful in a load-balanced environment. However, with the server groups feature, you will not need to use server events as part of the mechanism for communicating between servers in a load-balanced environment. For more information, see the Using a Hardware Load Balancer with AR System 7.1.00 whitepaper. With the options on the Server Events tab of the AR System Administration: Server Information form, you can 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 154. The Server Events form is similar to other AR System forms. You can add fields and workflow to it, but you cannot delete the five reserved fields, which are discussed in the following section.
How the Server Events form is created

The Server Events form is created automatically by the server and contains five reserved fields:
800 AR_RESERV_SVR_EVENT_TYPE 801 AR_RESERV_SVR_EVENT_CAUSE 802 AR_RESERV_SVR_EVENT_DETAILS_1 803 AR_RESERV_SVR_EVENT_DETAILS_2 804 AR_RESERV_SVR_EVENT_DETAILS_3
These fields distinguish the Server Events form from all other forms. Only one Server Events form can exist in the AR System database; therefore, only one form contains these five reserved fields.
190
Configuration Guide
The Server Events form can be created in two primary instances: Case 1: When the server starts, the server creates 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 automatically regenerates the form the next time the server is started. Case 2: If you create your own Server Events form, you must 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 does not allow the existence of more than one Server Events form. You can modify the Server Events form by using Developer Studio or a driver. You can rename the Server Events form; however, if any of the five reserved fields are removed, the form is no longer a valid Server Events form.
Types of events you can record

The following table lists the types of server events you can record.
Table 7-1: Events you can record Object Changes to server objects (such as forms, filters, active links, escalations, fields, VUIs, char menus, and containers) Changes to users, groups, applications, and roles Example For more information
The AR System server records the API calls Viewing server object changes on that cause server object changes page 193
User added, modified, or deleted using Viewing user, group, application, and the User or Group form role changes on page 194 User or group changes using the arcache utility User or group changes using the arreload utility Role added, modified, or deleted using the Roles form Application added, modified, or deleted Viewing server setting changes on page 196 Alert users are registered or deregistered Viewing alert registration activity on page 203 Viewing archive activity on page 203 A server in a server group fails and another Viewing server group actions on server takes over page 204
Changes to server settings Alert registration Archive activity Server group activity
Chapter 7
191
Viewing the server changes you recorded

When you search or view the entries that have been recorded in the Server Events form, you see numbers and raw data in the fields. Only the numeric values for Event Type and Event Cause are returned, and only a brief description is provided in the Event Details field. For example, if you recorded the server events associated with adding a new user, a search on the Server Events form looks similar to the screen in Figure 7-1.
Figure 7-1: Adding a user
The #define statements for the event types in ar.h are:

#define AR_SVR_EVENT_CHG_SCHEMA #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 #define AR_SVR_EVENT_CHG_GROUPS #define AR_SVR_EVENT_CHG_SVR_SETTINGS #define AR_SVR_EVENT_CHG_ALERT_USERS #define AR_SVR_EVENT_ARCHIVE_DONE #define AR_SVR_EVENT_SERVGROUP_ACTION 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Use the tables that follow to look up the description that corresponds to the type number and cause number of the server event for which you need information.
Viewing server object changes

The following information appears in the fields on the Server Events form when an object change is recorded: Event Type: 1 to 9 (depending on the type of object change being recorded) Event Cause: RPC call number of the API call Event Details 1: Contents depend on the server object being recorded Event Details 2: Contents depend on the server object being recorded Event Details 3: Contents depend on the server object being recorded Request ID: The unique number assigned to identify the entry Event Date: Time and date that the event occurred Submitter: User who caused the server object event 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 contains the old name of the object, and the Event Details 1 field contains the new name. If the name is not changed by the Set call, the Event Details 2 field contains a NULL datatype. In the Event Details fields, semicolons separate multiple items. There are no spaces after the semicolon. 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 is truncated.
NOTE
In the following table, Causes 0 and 1 refer to the import operation.
Table 7-2: Server object changes (Sheet 1 of 2) Type 1 1 1 2 2 2 2 2 Cause 0 or 8 1 or 9 10 0 or 13 1 or 14 43 56 151 Cause Description ARSetSchema ARCreateSchema ARDeleteSchema ARSetField ARCreateField ARDeleteField ARDeleteMultiple Fields ARCreateMultiple Fields Event Details 1 form name form name form name field ID;field name field ID;field name field ID;field name field ID;field ID;;field ID field ID;field ID;;field ID form name form name form name form name form name old field name Event Details 2 Event Details 3 old form name
Chapter 7
193
Table 7-2: Server object changes (Sheet 2 of 2) Type 2 3 3 3 4 4 4 5 6 6 6 7 7 7 8 8 8 9 9 9 Cause 152 0 or 17 1 or 18 19 0 or 22 1 or 23 24 35 0 or 39 1 or 40 41 0 or 49 1 or 50 51 0 or 63 1 or 64 65 0 or 75 1 or 76 77 Cause Description ARSetMultiple Fields ARSetCharMenu ARCreateCharMenu ARDeleteCharMenu ARSetFilter ARCreateFilter ARDeleteFilter ARImport ARSetActiveLink active link name old active link name ARCreateActiveLink active link name ARDeleteActiveLink active link name ARSetEscalation escalation name old escalation name ARCreateEscalation escalation name ARDeleteEscalation escalation name ARSetVUI ARCreateVUI ARDeleteVUI ARSetContainer ARCreateContainer ARDeleteContainer vui ID;vui name vui ID;vui name vui ID;vui name container name container name container name form name form name form name old container name old vui name Event Details 1 field ID;field ID;;field ID menu name menu name menu name filter name filter name filter name old filter name Event Details 2 form name old menu name Event Details 3
Viewing user, group, application, and role changes

The following information appears in the fields on the Server Events form when a user change is recorded: Event Type: 10 Event Cause: User added (0), modified (1), or deleted (2) Event Details 1: Entry ID of the user and the user login name Event Details 2: Unused Event Details 3: Unused Request ID: The unique number assigned to identify a particular request Event Date: Time and date that the event occurred Submitter: User who caused the user change event
194
Configuration Guide
The following information appears in the fields on the Server Events form when a group, application, or role change is recorded: Event Type: 11 Event Cause: Group, application, or role that was added (0), modified(1), or deleted(2) Event Details 1: Entry ID of the group and the group name; or application name; or entry ID of the role Event Details 2: Unused Event Details 3: Unused Request ID: The unique number assigned to the entry in the Server Events form Event Date: Time and date that the event occurred Submitter: User who caused the group change event On the User form, the value in the Event Details 1 field for the user login name is the value that is in reserved Field 101. For the Group form, the value for the group name is the value that is in reserved Field 105. When a 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 is 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.
Table 7-3: User and group, application, and role changes Type 10 10 10 11 11 11 11 11 11 11 11 11 11 11 11 Cause 0 1 2 0 1 2 3 4 5 6 7 8 9 10 11 Cause Description User added User modified User deleted Group added Group modified Group deleted Computed Group added Computed Group modified Computed Group deleted Application added Application modified Application deleted Role added Role modified Role deleted Event Details 1 entry ID;user login name entry ID;user login name entry ID;user login name entry ID;group name entry ID;group name entry ID;group name entry ID;group name entry ID;group name entry ID;group name application name application name application name entry ID entry ID entry ID
Chapter 7
195
Viewing server setting changes

The following information appears in the fields on the Server Events form when a server setting change is recorded: Event Type: 12 Event Cause: The numeric value of the server option AR_SVR_INFO_XX Event Details 1: The input datatype and input value to the SetServerInfo call (For more information, see Datatypes values on page 202.) Event Details 2: Unused Event Details 3: Unused Request ID: The unique number assigned to identify a particular request Event Date: Time and date that the event occurred Submitter: User who called SetServerInfo For the following server options, the input password is 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_REM_WKFLW_PASSWD AR_SERVER_INFO_REM_WKFLW_TARGET_PASSWD AR_SERVER_INFO_PLUGIN_PASSWD AR_SERVER_INFO_PLUGIN_TARGET_PASSWD
The datatype is included in the Event Details 1 field because AR_DATA_TYPE_NULL will not have a value, only the datatype. In the Event Details fields, semicolons separate multiple items. There are no spaces after the semicolon. An ARImport API call can result in many server object changes, but this event is recorded as one server event. Therefore, even though one Import call can add or modify several forms, filters, and active links, the server records these changes as an Import object change event, and the Cause field contains the RPC call number of ARImport.
Table 7-4: Server setting changes (Sheet 1 of 7) Type 12 12 12 12 Cause 5 6 7 8 Cause Description AR_SERVER_INFO_ALLOW_GUESTS AR_SERVER_INFO_USE_ETC_PASSWD AR_SERVER_INFO_XREF_PASSWORDS AR_SERVER_INFO_DEBUG_MODE Event Details 1 datatype;value datatype;value datatype;value datatype;value
196
Configuration Guide
Table 7-4: Server setting changes (Sheet 2 of 7) Type 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 Cause 10 15 16 17 19 20 21 22 28 31 33 34 37 45 46 47 50 56 57 59 65 66 78 79 80 81 82 83 84 85 86 87 88 89 90 92 93 94 Cause Description AR_SERVER_INFO_DB_PASSWORD AR_SERVER_INFO_SET_PROC_TIME AR_SERVER_INFO_EMAIL_FROM AR_SERVER_INFO_SQL_LOG_FILE AR_SERVER_INFO_FLOAT_TIMEOUT AR_SERVER_INFO_UNQUAL_QUERIES AR_SERVER_INFO_FILTER_LOG_FILE AR_SERVER_INFO_USER_LOG_FILE AR_SERVER_INFO_MAX_ENTRIES AR_SERVER_INFO_ESCALATION_LOG_FILE AR_SERVER_INFO_SUBMITTER_MODE AR_SERVER_INFO_API_LOG_FILE AR_SERVER_INFO_FTEXT_TIMEOUT AR_SERVER_INFO_DS_RPC_SOCKET AR_SERVER_INFO_DS_LOG_FILE AR_SERVER_INFO_SUPPRESS_WARN AR_SERVER_INFO_SAVE_LOGIN AR_SERVER_INFO_ADMIN_ONLY AR_SERVER_INFO_CACHE_LOG_FILE AR_SERVER_INFO_THREAD_LOG_FILE AR_SERVER_INFO_TCD_TCP_PORT AR_SERVER_INFO_DSO_DEST_PORT AR_SERVER_INFO_NFY_TCP_PORT AR_SERVER_INFO_FILT_MAX_TOTAL AR_SERVER_INFO_FILT_MAX_STACK AR_SERVER_INFO_DEFAULT_ORDER_BY AR_SERVER_INFO_DELAYED_CACHE AR_SERVER_INFO_DSO_MERGE_STYLE AR_SERVER_INFO_EMAIL_LINE_LEN AR_SERVER_INFO_EMAIL_SYSTEM AR_SERVER_INFO_INFORMIX_RELAY_MOD AR_SERVER_INFO_PS_RPC_SOCKET AR_SERVER_INFO_REGISTER_PORTMAPPER AR_SERVER_INFO_SERVER_NAME AR_SERVER_INFO_DBCONF AR_SERVER_INFO_AP_RPC_SOCKET AR_SERVER_INFO_AP_LOG_FILE AR_SERVER_INFO_AP_DEFN_CHECK Event Details 1 datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value
Chapter 7
197
Table 7-4: Server setting changes (Sheet 3 of 7) Type 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 Cause 95 96 97 98 99 100 102 103 104 105 106 107 108 109 110 111 112 113 114 115 117 118 119 120 121 122 123 124 125 126 128 130 131 132 133 134 135 136 Cause Description AR_SERVER_INFO_MAX_LOG_FILE_SIZE AR_SERVER_INFO_CLUSTERED_INDEX AR_SERVER_INFO_ACTLINK_DIR AR_SERVER_INFO_ACTLINK_SHELL AR_SERVER_INFO_USER_CACHE_UTILS AR_SERVER_INFO_EMAIL_TIMEOUT AR_SERVER_INFO_ENCRYPT_AL_SQL AR_SERVER_INFO_SCC_ENABLED AR_SERVER_INFO_SCC_PROVIDER_NAME AR_SERVER_INFO_SCC_TARGET_DIR AR_SERVER_INFO_SCC_COMMENT_CHECKIN AR_SERVER_INFO_SCC_COMMENT_CHECKOUT AR_SERVER_INFO_SCC_INTEGRATION_MODE AR_SERVER_INFO_EA_RPC_SOCKET AR_SERVER_INFO_EA_RPC_TIMEOUT AR_SERVER_INFO_USER_INFO_LISTS AR_SERVER_INFO_USER_INST_TIMEOUT AR_SERVER_INFO_DEBUG_GROUPID AR_SERVER_INFO_APPLICATION_AUDIT AR_SERVER_INFO_EA_SYNC_TIMEOUT AR_SERVER_INFO_SVR_SEC_CACHE AR_SERVER_INFO_LOGFILE_APPEND AR_SERVER_INFO_MINIMUM_API_VER AR_SERVER_INFO_MAX_AUDIT_LOG_FILE_SIZE AR_SERVER_INFO_CANCEL_QUERY AR_SERVER_INFO_MULT_ASSIGN_GROUPS AR_SERVER_INFO_ARFORK_LOG_FILE AR_SERVER_INFO_DSO_PLACEHOLDER_MODE AR_SERVER_INFO_DSO_POLLING_INTERVAL AR_SERVER_INFO_DSO_SOURCE_SERVER AR_SERVER_INFO_DSO_TIMEOUT_NORMAL AR_SERVER_INFO_ENC_DATA_KEY_EXP AR_SERVER_INFO_ENC_PUB_KEY_EXP AR_SERVER_INFO_ENC_DATA_ENCR_ALG AR_SERVER_INFO_ENC_SEC_POLICY AR_SERVER_INFO_ENC_SESS_H_ENTRIES AR_SERVER_INFO_DSO_TARGET_CONNECTION AR_SERVER_INFO_PREFERENCE_PRIORITY Event Details 1 datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value
198
Configuration Guide
Table 7-4: Server setting changes (Sheet 4 of 7) Type 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 Cause 137 140 141 142 143 144 145 146 147 148 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 179 180 Cause Description AR_SERVER_INFO_ORACLE_QUERY_ON_CLOB AR_SERVER_INFO_LOCALIZED_SERVER AR_SERVER_INFO_SVR_EVENT_LIST AR_SERVER_INFO_DISABLE_ADMIN_OPERATIONS AR_SERVER_INFO_DISABLE_ESCALATIONS AR_SERVER_INFO_ALERT_LOG_FILE AR_SERVER_INFO_DISABLE_ALERTS AR_SERVER_INFO_CHECK_ALERT_USERS AR_SERVER_INFO_ALERT_SEND_TIMEOUT AR_SERVER_INFO_ALERT_OUTBOUND_PORT 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_LOG_FILE AR_SERVER_INFO_SVR_STATS_REC_MODE AR_SERVER_INFO_SVR_STATS_REC_INTERVAL AR_SERVER_INFO_DEFAULT_WEB_PATH AR_SERVER_INFO_FILTER_API_RPC_TIMEOUT AR_SERVER_INFO_DISABLED_CLIENT AR_SERVER_INFO_PLUGIN_PASSWD AR_SERVER_INFO_PLUGIN_ALIAS AR_SERVER_INFO_PLUGIN_TARGET_PASSWD AR_SERVER_INFO_REM_WKFLW_PASSWD AR_SERVER_INFO_REM_WKFLW_TARGET_PASSWD AR_SERVER_INFO_EXPORT_SVR_OPS AR_SERVER_INFO_INIT_FORM AR_SERVER_INFO_ENC_PUB_KEY_ALG AR_SERVER_INFO_IP_NAMES AR_SERVER_INFO_DSO_CACHE_CHK_INTERVAL AR_SERVER_INFO_DSO_MARK_PENDING_RETRY AR_SERVER_INFO_DSO_RPCPROG_NUM AR_SERVER_INFO_DELAY_RECACHE_TIME AR_SERVER_INFO_DFLT_ALLOW_CURRENCIES AR_SERVER_INFO_CURRENCY_INTERVAL AR_SERVER_INFO_ORACLE_CURSOR_SHARE AR_SERVER_INFO_DFLT_FUNC_CURRENCIES AR_SERVER_INFO_EMAIL_IMPORT_FORM Event Details 1 datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value
Chapter 7
199
Table 7-4: Server setting changes (Sheet 5 of 7) Type 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 Cause 181 182 183 184 189 190 191 192 193 194 195 196 197 199 202 204 207 208 210 211 212 213 214 215 216 217 218 219 220 221 223 224 225 226 227 228 229 230 Cause Description AR_SERVER_INFO_EMAIL_AIX_USE_OLD_EMAIL AR_SERVER_INFO_TWO_DIGIT_YEAR_CUTOFF AR_SERVER_INFO_ALLOW_BACKQUOTE_IN_PROCESS AR_SERVER_INFO_DB_CONNECTION_RETRIES AR_SERVER_INFO_HOMEPAGE_FORM AR_SERVER_INFO_DISABLE_FTS_INDEXER AR_SERVER_INFO_DISABLE_ARCHIVE AR_SERVER_INFO_SERVERGROUP_MEMBER AR_SERVER_INFO_SERVERGROUP_LOG_FILE AR_SERVER_INFO_FLUSH_LOG_LINES AR_SERVER_INFO_SERVERGROUP_INTERVAL AR_SERVER_INFO_JAVA_VM_OPTIONS AR_SERVER_INFO_PER_THREAD_LOGS AR_SERVER_INFO_SSTABLE_CHUNK_SIZE AR_SERVER_INFO_SERVERGROUP_NAME AR_SERVER_INFO_LOCKED_WKFLW_LOG_MODE AR_SERVER_INFO_PLUGIN_LOOPBACK_RPC AR_SERVER_INFO_CACHE_MODE AR_SERVER_INFO_GENERAL_AUTH_ERR AR_SERVER_INFO_AUTH_CHAINING_MODE AR_SERVER_INFO_RPC_NON_BLOCKING_IO AR_SERVER_INFO_SYS_LOGGING_OPTIONS AR_SERVER_INFO_EXT_AUTH_CAPABILITIES AR_SERVER_INFO_DSO_ERROR_RETRY AR_SERVER_INFO_PREF_SERVER_OPTION AR_SERVER_INFO_FTINDEXER_LOG_FILE AR_SERVER_INFO_EXCEPTION_OPTION AR_SERVER_INFO_ERROR_EXCEPTION_LIST AR_SERVER_INFO_DSO_MAX_QUERY_SIZE AR_SERVER_INFO_ADMIN_OP_TRACKING AR_SERVER_INFO_PLUGIN_DEFAULT_TIMEOUT AR_SERVER_INFO_EA_IGNORE_EXCESS_GROUPS AR_SERVER_INFO_EA_GROUP_MAPPING AR_SERVER_INFO_PLUGIN_LOG_LEVEL AR_SERVER_INFO_FT_THRESHOLD_LOW AR_SERVER_INFO_FT_THRESHOLD_HIGH AR_SERVER_INFO_NOTIFY_WEB_PATH AR_SERVER_INFO_DISABLE_NON_UNICODE_CLIENTS Event Details 1 datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value
200
Configuration Guide
Table 7-4: Server setting changes (Sheet 6 of 7) Type 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 Cause 231 232 233 234 235 236 237 238 239 240 241 242 243 244 245 246 247 248 249 250 251 252 253 254 255 256 257 258 259 260 261 262 272 273 275 277 278 279 Cause Description AR_SERVER_INFO_FT_COLLECTION_DIR AR_SERVER_INFO_FT_CONFIGURATION_DIR AR_SERVER_INFO_FT_TEMP_DIR AR_SERVER_INFO_FT_REINDEX AR_SERVER_INFO_FT_DISABLE_SEARCH AR_SERVER_INFO_FT_CASE_SENSITIVITY AR_SERVER_INFO_FT_SEARCH_MATCH_OP AR_SERVER_INFO_FT_STOP_WORDS AR_SERVER_INFO_FT_RECOVERY_INTERVAL AR_SERVER_INFO_FT_OPTIMIZE_THRESHOLD AR_SERVER_INFO_MAX_PASSWORD_ATTEMPTS AR_SERVER_INFO_GUESTS_RESTRICT_READ AR_SERVER_INFO_ORACLE_CLOB_STORE_INROW AR_SERVER_INFO_NEXT_ID_BLOCK_SIZE AR_SERVER_INFO_NEXT_ID_COMMIT AR_SERVER_INFO_RPC_CLIENT_XDR_LIMIT AR_SERVER_INFO_CACHE_DISP_PROP AR_SERVER_INFO_USE_CON_NAME_IN_STATS AR_SERVER_INFO_DB_MAX_ATTACH_SIZE AR_SERVER_INFO_DB_MAX_TEXT_SIZE AR_SERVER_INFO_GUID_PREFIX AR_SERVER_INFO_MULTIPLE_ARSYSTEM_SERVERS AR_SERVER_INFO_ORACLE_BULK_FETCH_COUNT AR_SERVER_INFO_MINIMUM_CMDB_API_VER AR_SERVER_INFO_PLUGIN_PORT AR_SERVER_INFO_PLUGIN_LIST AR_SERVER_INFO_PLUGIN_PATH_LIST AR_SERVER_INFO_SHARED_LIB AR_SERVER_INFO_SHARED_LIB_PATH AR_SERVER_INFO_CMDB_INSTALL_DIR AR_SERVER_INFO_RE_LOG_DIR AR_SERVER_INFO_LOG_TO_FORM AR_SERVER_INFO_FIPS_SERVER_MODE AR_SERVER_INFO_FIPS_CLIENT_MODE AR_SERVER_INFO_ENC_LEVEL AR_SERVER_INFO_FIPS_MODE_INDEX AR_SERVER_INFO_FIPS_DUAL_MODE_INDEX AR_SERVER_INFO_ENC_LEVEL_INDEX Event Details 1 datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value
Chapter 7
201
Table 7-4: Server setting changes (Sheet 7 of 7) Type 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 12 Cause 280 281 282 284 285 286 287 288 289 290 291 292 293 294 295 296 297 298 299 300 301 302 303 304 305 306 307 Cause Description AR_SERVER_INFO_DSO_MAIN_POLL_INTERVAL AR_SERVER_INFO_RECORD_OBJECT_RELS AR_SERVER_INFO_LICENSE_USAGE AR_SERVER_INFO_LOG_FORM_SELECTED AR_SERVER_INFO_MAX_CLIENT_MANAGED_TRANSACTIONS AR_SERVER_INFO_CLIENT_MANAGED_TRANSACTION_TIMEOUT AR_SERVER_INFO_OBJ_RESERVATION_MODE AR_SERVER_INFO_NEW_ENC_PUB_KEY_EXP AR_SERVER_INFO_NEW_ENC_DATA_KEY_EXP AR_SERVER_INFO_NEW_ENC_DATA_ALG AR_SERVER_INFO_NEW_ENC_SEC_POLICY AR_SERVER_INFO_NEW_FIPS_SERVER_MODE AR_SERVER_INFO_NEW_ENC_LEVEL AR_SERVER_INFO_NEW_ENC_ALGORITHM AR_SERVER_INFO_NEW_FIPS_MODE_INDEX AR_SERVER_INFO_NEW_ENC_LEVEL_INDEX AR_SERVER_INFO_NEW_ENC_PUB_KEY AR_SERVER_INFO_CUR_ENC_PUB_KEY AR_SERVER_INFO_NEW_ENC_PUB_KEY_INDEX AR_SERVER_INFO_CURRENT_ENC_SEC_POLICY AR_SERVER_INFO_ENC_LIBRARY_LEVEL AR_SERVER_INFO_NEW_FIPS_ALG AR_SERVER_INFO_FIPS_ALG AR_SERVER_INFO_FIPS_PUB_KEY AR_SERVER_INFO_WFD_QUEUES AR_SERVER_INFO_VERCNTL_OBJ_MOD_LOG_MODE AR_SERVER_INFO_MAX_RECURSION_LEVEL Event Details 1 datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value datatype;value
Datatypes values
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 0 2 4 Description NULL Integer Character String #define in ar.h AR_DATA_TYPE_NULL AR_DATA_TYPE_INTEGER AR_DATA_TYPE_CHAR
202
Configuration Guide
Viewing alert registration activity

The following information appears in the fields on the Server Events form when an alert change is recorded: Event Type: 13 Event Cause: User registered for alerts (102), user deregistered for alerts (103) Event Details 1: User login name, IP address of machine user logs into, and other details. Event Details 2: Unused Event Details 3: Unused Request ID: The unique number assigned to identify a particular request Event Date: Time and date that the event occurred Submitter: User who caused the alert change event In the Event Details fields, semicolons separate multiple items. There are no spaces after the semicolon.
Table 7-5: Alert registration activity Type 13 Cause 102 Cause Description User logs in to alert client Event Details 1 Operation type tag (R);byte length of user name;user name;registration time;IP address of client;client port;actual client IP address;server IP address that client expected;registration flag;client version;client codeset Operation type tag (U);byte length of user name;user name;IP address of client;client port;client version
13
103
User logs out from alert client
Viewing archive activity

The following information appears in the fields on the Server Events form when an archive change is recorded: Event Type: 14 Event Cause: Copy to archive only (1), delete from source only (2), copy to archive and delete from source (3) Event Details 1: Source form name Event Details 2: Details of the activity Event Details 3: Destination form name Request ID: The unique number assigned to identify a particular request
Chapter 7
203
Event Date: Time and date that the event occurred Submitter: User who caused the archive change event
Table 7-6: Archive activity Type 14 Cause 1 Cause Description Event Details 1 Event Details 2 <Actual number of entries copied to archive >of <Total number of matches> <Actual number of entries deleted from source> of <Total number of matches> Event Details 3 Destination form name
Copy to archive only Source form name
14
Delete from source only
Source form name
Destination form name
14
Copy to archive and Source form name delete from source
Destination form <Actual number of name entries copied to archive and deleted from source> of <Total number of matches>
Viewing server group actions

The following information appears in the fields on the Server Events form when a server group activity is recorded: Event Type: 15 Event Cause: Failover (1), relinquish (2), takeover (3) Event Details 1: Server performing action Event Details 2: Name of operation Event Details 3: Other server Request ID: The unique number assigned to identify a particular request Event Date: Time and date that the event occurred Submitter: User who caused the server group action event Table 7-7 describes specific details of server group actions.
204
Configuration Guide
Using server events in workflow
Table 7-7: Server group actions Type 15 Cause 1 Cause Description Event Details 1 Event Details 2 Name of the operation involved. Name of the operation involved. Event Details 3 Server that an operation is failing over from. Server that is expected to take over a relinquished operation. Null
Server in group fails Server that an over an operation operation is failing over to. Server in group is relinquishing an operation Server that is relinquishing an operation.
15
15
Server in group takes Server that is taking over an unowned over an unowned operation. operation.
Name of the operation involved.
Using server events in workflow

Recording server events enables you to communicate internal (non-data) server changes to processes outside the server and to use workflow to notify companion servers or interested clients of changes that affect them. You can create workflow that is triggered when a server event is recorded. For example, you might want to create a filter that fires when an entry is submitted to the Server Events form indicating that an object change has occurred. The filter should execute a Run Process action that runs the arsignal program to force a companion AR System server to reload its cache. The filter should have one such action for each companion server. So, if you want to make the machine1 server reload its cache, construct the filter run process action as follows:
arsignal -g machine1
If machine1 was running on specific port 2033, the action would be as follows:
arsignal -g machine1:2033
For more information about arsignal, see arsignal (arsignal.exe) on page 380.
Chapter 7
205
206
Configuration Guide
Chapter
Using Business Time in the AR System server

Business time in AR System is the ability to define periods of availability and unavailability, workdays, and holidays to calculate business schedules using AR System commands. The following topics are provided: Overview (page 208) Architecture (page 208) How Business Time 2.0 works (page 210) Scheduling a time segment (page 212) Using time zones (page 219) Business Time 2.0 commands (page 224) Using the old Business Time forms (page 234) Migrating Workdays and Holidays to the Business Time Segment form (page 242)
Chapter 8
207
Overview
Business Time 2.0 enables you to define periods of time as available or unavailable. To define business time, you can use time segments such as workdays, holidays, or any other activity that occurs in a business environment. After you define the time segments, you can use the business time commands in your workflow. 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. They 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.
NOTE
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, and you must use a new set of commands to work with the time segments defined in that form. The offset that was previously available in the Business Time Workdays form is now available in the Business Time Segment form. The Business Time 2.0 commands provide the same functionality as the old Business Time commands (Add, Subtract, and Diff); however, all future enhancements will be made to Business Time 2.0 only.
208
Configuration Guide
Architecture
Following is a summary of system forms you can use to define Business Time 2.0: Business Time SegmentDefines time segment as available or unavailable, optionally on a one-time or a recurring basis. Business Time Shared EntityStores detailed information about the entity used in the Business Segment-Entity Association form. An entity is a generic object such as an asset, categorization, or location. Create an entity only if you need to associate a time segment to it. After an entity is created, it can be reused. (You do not need to create a new one.) Business Segment-Entity AssociationStores associations between entities (such as assets, change requests, and groups, individuals, companies, and locations) and activities that apply to those objects. It associates records in the Business Time Segment and Business Time Shared Entity forms in a many-tomany fashion. Business Segment-Entity Association_JoinUsed for query purposes. Acts as a join form between the following forms: Business Segment-Entity Association Business Time Segment Business Time Shared Entity-Entity Association_Join_JoinUsed for query purposes. Acts as a join form between the following forms: Business Time Shared Entity Business Segment-Entity Association_Join To use the Business Time 2.0 commands (see Business Time 2.0 commands on page 224), you must create entries in the Business Time Segment form. The remaining forms are optional that you can use to store entities and relate them to the Business Time Segment entries. 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. Figure 8-1 shows the relationships between these forms.
Chapter 8
209
Figure 8-1: Forms used to schedule time in AR System

Business Time 2.0 forms Scheduling Business Time Segments Business Time Segment form Business Segment-Entity Association form Business Time Shared Entity form Old Business Time forms Scheduling Workdays Business Time Workdays form
Scheduling Holidays Business SegmentEntity Association_Join join form Business Time Shared Entity-Entity Association_Join_Join Business Time Holidays form
NOTE
If you upgrade your Business Time objects from AR System 5.0, delete the filter BusWk:ValidateTimes02. This filter is not intended for use on AR System versions 5.1 and later.
How Business Time 2.0 works

The Business Time Segment form represents a window of time that can be described as a one time activity (which can span multiple days) or a recurring activity (which cannot span multiple days; it must be scheduled within a 24-hour period). An object in the Business Segment-Entity Association form can be associated with: One or more entries in the Business Time Segment form Optionally, one or more entries in the Business Time Shared Entity form In Business Time 2.0, time segments are defined using levels. Levels 1 and 2 are special levels. Level 1 time segments are treated as 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 212.
210
Configuration Guide
How Business Time 2.0 works
To define business time and implement it in your AR System application, follow this process:
Step 1 Define any combination of time segments, business hours, and business holidays.
For workdays, define available time segments at Level 1. For holidays, define unavailable time segments at Level 2 or higher. Define other time segments at Level 3 or higher.
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 8-2: Workday and activities for one day
Level 6 5 4 3 2 1 Workday (8 a.m. to 5 p.m.) 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 1:00 Final list = Available time = Unavailable time 2:00 3:00 4:00 5:00 6:00 7:00 8:00 Time Time Seg. 2 (1 to 4 p.m.) Time Seg. 1 (10 a.m. to 2 p.m.)
The application commands described in Business Time 2.0 commands on page 224 work from the final list.
Chapter 8
211
Scheduling a time segment

The Business Time Segment form stores availability, level, date and time ranges, and recurrence information about a time segment. You can add an entry to this form to schedule a business time segment for an entity in an AR System application, such as an asset or a change request, or a group, company, or location.
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-GetFree-Window command. See Application-Bus-Time2-Get-Free-Window on page 228 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 determines the final list for these time segments in the order they are retrieved.
Creating non-conflicting segments

Levels are used to determine the order in which overlapping or non-overlapping time segments take effect. In Figure 8-2 on page 211, Time Segment 2 is at a higher level than Time Segment 1. Hence, in the final list, the time window 1:00 p.m. to 2:00 p.m. is defined as unavailable.
Defining a business time segment

You can create a time segment as described in the following procedures: To define a one-time time segment on page 213 To define a recurring time segment on page 216
212
Configuration Guide
To define a one-time time segment

1 Open the Business Time Segment form in new mode. Figure 8-3: Business Time Segment form, One Time tab
2 In the ID field, enter a unique identifier. Use this identifier to reference the time
segment in workflow. The identifier can be non-unique in special cases. For more information, see Migrating Workdays and Holidays to the Business Time Segment form on page 242.
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 you can change this level to any 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 212 for more information about levels.
Chapter 8 Using Business Time in the AR System server 213
7 In the Category field, enter a description for the category.
This field helps determine what type of schedule time segment the item is (for example, blackout, maintenance, and so on.) Although it is not a required field, it can help you categorize your time segments.
8 From the Timezone drop-down list, select a time zone.
See Using time zones on page 219 for more information. The Offset field remains on the form for backward compatibility purposes. For new business time segments, use the Timezone field.
9 In the Action field, select one of the following options:
Create as DescribedCreates the scheduled time segment without checking to determine if there is a conflict in the Start Date and Time, and End Date and Time, with that of another scheduled time segment. This option creates a time segment with a status of Published. It applies to both One Time and Recurring duration types. Create Next 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.
NOTE
To find conflicting items for the Create Next Free and Find Next Free options, add items to the Non-Conflicting Activities field. If you do not, the time segment you originally entered is used. See step 15 on page 215 for more information. 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. PublishChanges the status from Draft to Published, so the time segment can be used by business time application commands. RemoveMark the scheduled time segment to be deleted in an escalation that runs nightly. DraftChanges the status from Published to Draft so changes can be made to the time segment. (You cannot change a record after it is published. First, move it to Draft and save it. Then, make your changes.) 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.
214
Configuration Guide
10 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 216.
11 Enter the Start Date, Start Time, End Date, and End Time 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 is ignored, and the day will end at midnight.
12 In the Earliest Start Time field, enter the earliest preferred start time for which to
schedule the time segment. The search for a start time will start with the Start Date and Start Time and find the first available time with the specified duration. If no time slot is found within the same day, it will continue to the next day, starting after the Earliest Start Time. If this field is blank, the search for the next available time will continue from 12:00 a.m. of the next day if necessary.
13 In the Latest End Time field, enter latest preferred time by which the time segment
should end.
14 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.
15 In the Non Conflicting Activities field, enter the IDs of the Business Time Segment,
Business Times Workdays, and Business Time Holidays definitions to check for schedule conflicts.
16 If you selected Find Next Free as the Action in the top portion of the form, click in
the Next Free Date/Time field and press ENTER to find the next available time slot. 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.
17 Save the form. 18 View the time segment, and if this time slot is not acceptable: a Select the Find Next Free option. b Search for the next free time slot. c Save the form.
Chapter 8
215
To define a recurring time segment

1 Complete steps 1 through 9 from To define a one-time time segment on
page 213.
2 Select the Recurring option for the Duration Type.
The Recurrence Definition tab appears on the form.

Figure 8-4: Business Time Segment formRecurrence Definition tab
3 Select start and end dates and times.
For recurring activities, the Start Date and End Date fields determine the range of the recurrence, and the Start Time and End Time determine the duration of the time segment. If your day ends at midnight, select the End of Day check box. Then, any value in the End Time field will be ignored, and the day will end at midnight.
4 Select the Recurrence Type, and specify the recurrence as dictated by the tab that
appears when you select the option. (All the options accept a start date and return the next date.) Specific datesA semicolon-separated list of dates (for example, 01/24/09;01/25/09). DailyEvery specified number of days, such as every four days.
216
Configuration Guide
WeeklyEvery specified number of weeks on a specified day, such as every three weeks on Tuesday and Thursday. Monthly Specified day of every specified month, such as the 24th day every three months. Specified week day of a specified number of months, such as the second Tuesday every three months. This could also be used to define quarterly activities. Yearly Specified day of the month, such as every fifth day of April. Every specified week day of a month, such as every second Tuesday of April.
5 Save the form.
Understanding time segment entity associations

The Business Segment-Entity Association form stores associations between the Business Time Segment form and the Business Time Shared Entity form.
Figure 8-5: Business Segment-Entity Association form
The Business Segment-Entity Associations form contains the following primary fields: 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.
Chapter 8
217
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 212. Assignee GroupsGroups specified on Business Time Segment form. For more information, see Scheduling a time segment on page 212.
Understanding time segment shared entities

The Business Time Shared Entity form stores logical references to a scheduled time segment. An entity can define any generic object (for example, a business event or an asset). Only one entity of the same type can exist in this form. After an entity is created, you must reuse the existing copy in the entity from this form.
Figure 8-6: Business Time Shared Entity form
218
Configuration Guide
Using time zones
The Business Segment-Entity Association form contains the following primary fields: Entity 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 defined as Category, then you can map Attribute 1 to store Category 1 field data, Attribute 2 to store Category 2 field data, Attribute 3 to store Category 3 field data, and so on. POIDContains the Parent Object Instance ID field. It is used to reference any desired generic object. Typically, it references the Instance ID of the parent object. Attribute fieldsInclude a set of 10 generic attributes that can be used to describe an entity. Any character values can be mapped into these fields to describe an entity.
Using time zones

The Business Time Segment form includes a Timezone drop-down list from which you can select time-zone values. When the AR System server executes a Business Time command and encounters a time segment with a time zone, it adjusts the time to match the time in the specific time zone. The following examples show ways to complete the Business Time Segment form, and the results of the chosen options.
Example 1
Assumption: The AR System server is in PST (GMT -8:00) Pacific Time (US and Canada). Schedule: ID = Level1_Recurring_1_1_2000_8am_to_1_1_2031_5pm_Weekly_Once_Mon_ to_Fri_Asia_Calcutta Level = 1 Availability = Available DurationType = Recurring StartDate = 1/1/2000 StartTime = 8AM EndDate = 1/1/2031 EndTime = 5PM Timezone = Asia/Calcutta Result: The Schedule time shifts to 6:30 p.m. 3:30 a.m. because the time difference between the AR System server and the Schedule is 8 + 5.50 = 13.50 hours (meaning 13 hours and 30 minutes).
Chapter 8
219
Example 2
Assumption: The AR System server is in PDT (GMT -7:00) Pacific Time (US and Canada). Schedule: ID = Level1_Recurring_1_1_2000_8am_to_1_1_2031_5pm_Weekly_Once_Mon_ to_Fri_Asia_Calcutta Level = 1 Availability = Available DurationType = Recurring StartDate = 1/1/2000 StartTime = 8AM EndDate = 1/1/2031 EndTime = 5PM Timezone = Asia/Calcutta Result: The Schedule time shifts to 7:30p.m. 4:30 a.m. because the time difference between the AR System server and the Schedule is 7 + 5.50 = 12.50 hours (meaning 12 hours and 30 minutes).
Example 3
Assumption: The AR System server is in PST (GMT -8:00) Pacific Time (US and Canada). Schedule: ID = Level1_Recurring_1_1_2000_8am_to_1_1_2031_5pm_Weekly_Once_Mon_ to_Fri Level = 1 Availability = Available DurationType = Recurring StartDate = 1/1/2000 StartTime = 8AM EndDate = 1/1/2031 EndTime = 5PM Result: The Schedule considers the AR System server time because there is no time zone defined. Therefore, StartTime-EndTime remains 8 a.m. 5 p.m.
220
Configuration Guide
Using time zones
Use Level 1 option

The Use Level 1 option in the Timezone drop-down list allows you to define time segments that use the time-zone value of the Level 1 time segment. If the Level 1 time segment has no time zone defined, then the value of the servers time zone is used. You can define a time segment that has its own time zone. Consider the time segments TS1, TS2, and TS3 in the following case: TS1 is available at Level 1 with the time-zone value of Asia/Calcutta. TS2 is unavailable at Level 2 with the time-zone value of Use Level 1. (TS2 uses the time zone of TS1.) TS3 is available at Level 3 with the time-zone value of Asia/Singapore. (TS3 has its own time zone.)
Sample schedule with the Use Level 1 option

Assumption: The AR System server is in the GMT + 5:30 - Asia/Calcutta time zone. TimeSegment1: ID = Level1_Recurring_1_1_2000_8am_to_1_1_2031_5pm_Weekly_Once_Mon_ to_Fri_Asia_Calcutta Level = 1 Availability = Available DurationType = Recurring StartDate = 1/1/2000 StartTime = 8AM EndDate = 1/1/2031 EndTime = 5PM Timezone = Asia/Calcutta Result: The Schedule time remains 8 a.m. 5 p.m. because the server and the Schedule are in the same time zone. TimeSegment2: ID = Level2_Recurring_1_1_2000_10am_to_1_1_2031_11am_Weekly_Once_ Mon_to_Fri_Use_Level_1 Level = 2 Availability = Unavailable DurationType = Recurring StartDate = 1/1/2000 StartTime = 10AM EndDate = 1/1/2031
Chapter 8 Using Business Time in the AR System server 221
EndTime = 11AM Timezone = Use Level 1 Result: The Schedule time remains 10 a.m. 11 a.m. because the server is in the Asia/Calcutta time zone and the Schedule (which uses the time zone of the Level 1 time segment) is in the Asia/Calcutta time zone. TimeSegment3: ID = Level2_Recurring_1_1_2000_12pm_to_1_1_2031_1pm_Weekly_Once_ Mon_to_Fri_Asia_Calcutta Level = 2 Availability = Unavailable DurationType = Recurring StartDate = 1/1/2000 StartTime = 12PM EndDate = 1/1/2031 EndTime = 1PM Timezone = Asia/Calcutta Result: The Schedule time remains 12 p.m. 1 p.m. because the server and the Schedule are in the same time zone. TimeSegment4: ID = Level3_Avail_Recurring_1_1_2000_9am_to_1_1_2031_10am_Weekly_ Once_Mon_to_Fri_Australia_Sydney Level = 2 Availability = Available DurationType = Recurring StartDate = 1/1/2000 StartTime = 9AM EndDate = 1/1/2031 EndTime = 10AM Timezone = Australia/Sydney Result: The Schedule time is converted to ServerTime as 3:30 a.m. 4:30 a.m. because the Schedule time zone Australia/Sydney is in DST with an offset of 5.50 (that is, 5 hours and 30 minutes). Using the four time segments and the Add command, the Business Time command is:
Application-Bus-Time2-Add "startTime" amount amountUnits TimeSegment1 TimeSegment2 TimeSegment3 TimeSegment4
222
Configuration Guide
Using time zones
If startTime is 1/23/2008 1:00:00 AM, the following scenarios could occur: Case 1: If you add 1 second, the result is 1/23/2008 3:30:01 AM. Case 2: If you add 1 hour, the result is 1/23/2008 8:00:00 AM. Case 3: If you add 2 hours, the result is 1/23/2008 9:00:00 AM. Case 4: If you add 3 hours, the result is 1/23/2008 11:00:00 AM (note that 10AM11AM is Unavailable). Case 5: If you add 4 hours, the result is 1/23/2008 1:00:00 PM (note that 10AM11AM and 12PM-1PM is Unavailable). Case 6: If you add 7 hours, the result is 1/23/2008 4:00:00 PM (note that 10AM11AM and 12PM-1PM is Unavailable). Case 7: If you add 8 hours, the result is 1/24/2008 3:30:00 AM (note that 10AM11AM and 12PM-1PM is Unavailable). The following figure illustrates this example.
Figure 8-7: Example of Use Level 1
Level 3 2 1 12:00 Final list = Available time = Unavailable time 2:00 4:00 6:00 8:00 3:30 a.m. to 4:30 a.m. (TimeSegment4) 10 a.m. to 11 a.m. (TimeSegment2) 12 p.m. to 1 p.m. (TimeSegment3) 8 a.m. to 5 p.m. (TimeSegment1) 10:00 12:00 2:00 4:00 6:00 Time
Using offset hours in Business Time 2.0

NOTE
The Offset field on the Business Time Segment form remains for backward compatibility. The use of this field is not recommended. Use time zones (see Using time zones on page 219) instead of offsets in cases where offsets were used to compensate for time-zone differences. In cases where offsets were used to specify time segments that span midnight, use multiple time segmentsone from Start Time to midnight and the other from midnight to End Time. The Business Time Segment form includes an Offset field, which is used under certain circumstances to adjust for the time-zone differences between the client and the server. All Business Time 2.0 commands are executed on the server, and they take in and return timestamp values.
Chapter 8
223
The AR System server converts date/time strings to a timestamp value. For cases when the client and server are on different time zones, if the conversion of the date and time to a timestamp happens on the client (such as with active links), then the offset should be set to the time zone difference between the server and the client. If the conversion happens on the server, then no offset is required. For cases where the time segment spans across midnight (as specified in Defining business hours using offset hours on page 239 for old Business Time commands), do not use offsets. Because One Time time segments can span multiple days, these time segments can span midnight. Recurring time segments cannot span midnight; therefore, you should create multiple time segmentsone that goes to midnight one day, and another that starts from midnight to the next day. The first Level 1 offset is considered and applied to all the time segments in the application commands. Offset fields for non-Level 1 time segments are disabled.
Business Time 2.0 commands

In addition to defining recurrence activities, business hours, and business holidays, you must use commands to enable Business Time in your AR System application. Business Time functionality is available within the Set Fields workflow actions, and it uses the $PROCESS$ syntax to run an internal process within the server to perform the calculation. The command arguments are positional in the syntax used to run the processes. You can omit trailing arguments. However, to set a later argument, you must supply the arguments that come before the one you want to set. To pass a parameter, simply enter "" in its place. Business Times commands take Daylight Saving Time (DST) into consideration. See Application-Bus-Time2-Add on page 227 for an example. You can create the following business time calculations: Application commands Application-Bus-Time2-Add on page 227 Application-Bus-Time2-Diff on page 227 Application-Bus-Time2-Subtract on page 228 Application-Bus-Time2-Get-Next-Window on page 228 Application-Bus-Time2-Get-Free-Window on page 228 Business Segment-Entity Association commands Application-Bus-Time2-Assoc-Add on page 231 Application-Bus-Time2-Assoc-Diff on page 231 Application-Bus-Time2-Assoc-Subtract on page 232 Application-Bus-Time2-Assoc-Get-Next-Window on page 232
Application-Bus-Time2-Assoc-Get-Free-Window on page 232 Application-Get-Next-Recurrence-Time on page 232 Old Business Time commands Application-Bus-Time-Add on page 240 Application-Bus-Time-Diff on page 241 Application-Bus-Time-Subtract on page 241
NOTE
Business Time commands work only with Date/Time fields (not Date fields or Time fields).
Parameters
Following are the parameters for the Business Time commands. Each parameter must be set apart in double quotation marks.
businessTimeSegmentNameIndicates which entry in the Business Time Segment form contains a definition for the activity to use for this calculation. You can specify multiple business activity names. Omitting this value specifies that no business activity is used for this calculation. durationSpecifies the size of the time segment in seconds. Specify 0 to return
the next time segment.

earliestStartTimeWorking in conjunction with the latestStartTime,
specifies the time range within which the free window should exist. The specified duration (duration parameter) must be less than this range. For example, if the earliest time is 4:00 p.m. and the latest end time is 10:00 p.m., then a window is returned that is duration seconds long and starts after 4:00 p.m., even if a window exists that is before 4:00 p.m. If the duration is greater than the specified time range, no value is returned. If the EarliestStartTime is not specified, the default of 0 hours (the beginning of the day) is used.
endTimeEnding time of the interval of which to calculate the difference. 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 want to link a schedule to.

holidayScheduleNameFor old Business Time commands, indicates 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.
Chapter 8
225
latestEndTimeWorking in conjunction with the earliestStartTime,
specifies the time range within which the free window should exist. The specified duration (duration parameter) must be less than this range. For example, if the earliest time is 4:00 p.m. and the latest end time is 10:00 p.m., then a window is returned that is duration seconds long and starts after 4:00 p.m., even if there is a window exists that is before 4:00 p.m. If the duration is greater than the specified time range, no value is returned. If the latestEndTime is not specified, the default of 24 hours (midnight) is used.
levelIndicates the level of the time segment to be scheduled. The value can be an integer from 1 through 1000. amountSpecifies an amount of time to offset the start time by. The amount can be an integer value of 0 or greater. If not specified, amount defaults to 1. You can
use 0 to indicate the next available time. For example, if your open hours are 8:00 a.m. to 5:00 p.m. and the Start Time in Application-Bus-Time2-Add, Application-Bus-Time2-Assoc-Add, and Application-Bus-Time-Add commands is 7:00 a.m., the return value is 8:00 a.m. In previous versions, amount was known as offset.
amountUnitsThe unit of time, which can be set to 1 for seconds, 2 for minutes, 3 for hours, or 4 for days. Any other setting reverts to hours (3). startTimeStarting time to which to add business time. startTimeRangeA date and time value that defines the start of a search for a
time window.
windowFlagA bitmask value with:
Bit 0Indicates the beginning of an available or unavailable time segment. The values are 1 (available) and 0 (unavailable). Bit 1Indicates whether to retrieve just one segment or all the segments between the start and end times. The values are 1 (retrieve all segments) and 0 (retrieve one segment). The value returned in this case is a semicolonseparated list of values.
workdayScheduleNameFor old Business Time commands, an identifier indicating which entry in the Business Time Workdays form contains a definition for the work schedule to use for this calculation. Omitting this value specifies open 7 days a week, 24 hours a day.
226
Configuration Guide
Application commands Application-Bus-Time2-Add

The Application-Bus-Time2-Add command adds the requested offset to the start time and 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" ["amountUnits" ["businessTimeSegmentName1" "businessTimeSegmentName2" . . . ]]]
The startTime parameter is required in this command. This parameter must be a value such as a field reference ($fieldName$). Other fields are optional and use the default value if not provided. You can specify multiple business activity names. For example, to add one day, use the following calculation:
$PROCESS$ Application-Bus-Time2-Add "$fieldName$" "amount" "amountUnits"
This adds one day to the value that currently resides in fieldName. In the example, fieldName is startTime. amount (offset) is set to 1, and amountUnits is set to 4 (representing days), thus adding 1 day to the calculation. The final syntax looks like:
$PROCESS$ Application-Bus-Time2-Add "$8/26/2004$" "1" "4"
Application-Bus-Time2-Diff
The Application-Bus-Time2-Diff computes the difference between the start time and the end time. The command returns 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 use the default value if not provided. You can specify multiple business activity names.
Chapter 8
227
Application-Bus-Time2-Subtract
The Application-Bus-Time2-Subtract subtracts the requested offset from the start time and 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" ["amountUnits" ["businessTimeSegmentName1" "businessTimeSegmentName2" . . . ]]]
The startTime parameter is required in this command. Other fields are optional and 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 the start of available time segment or the start of unavailable the time segment. Additionally, depending on the windowFlag, the command will return one time segment or all the time segments between startTimeRange and endTimeRange. Use the following syntax for the Application-Bus-Time2-Get-Next-Window calculation:
Application-Bus-Time2-Get-Next-Window "startTimeRange" "endTimeRange" ["duration"] ["windowFlag"] ["businessTimeSegmentName1" "businessTimeSegmentName2" . . . ]
Application-Bus-Time2-Get-Free-Window
The Application-Bus-Time2-Get-Free-Window command returns the start of the next available or unavailable free time segment at the same level or a higher level that is duration seconds long. A free time segment at Level level and Duration duration is one where no other time segment at the same or higher level as level overlaps, or starts or ends in the duration of this time segment. After a free time segment is obtained, it can be created as available or unavailable. The default value for duration is 0, which 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" . . . ]
228
Configuration Guide
The command considers 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-Free-Window "7/12/05 11:00:00 AM" "7/15/ 05 3:00:00 PM" 2 3600 "" "" "" "Work1" "Act1" "Act2" "Act3"
Consider an entity that has the following conditions:

Work1 has the following Workday schedule:
Available: Wednesday through Friday, 8:00 a.m. to 5:00 p.m. Unavailable: Wednesday through Friday, 12:00 a.m. to 8:00 a.m. and 5:00 p.m. to Midnight Unavailable: Saturday through Tuesday, whole days
Act1 defines an available time window at a Level 3 from 10:00 a.m. to 2:00 p.m.
on 7/13/05.
Act2 defines an unavailable time window at Level 3 from 7:00 a.m. to 9:00 a.m.
on 7/13/05.
Act3 defines an unavailable time window at Level 4 from 1:00 p.m. to 4 p.m. on
7/13/05. A free window of duration 3600 seconds (1 hour) is required. There is no Earliest Start Time or Latest End Time. Figure 8-8 shows the return value for Get-Free-Window for a specific day. The two Final lists show the final time window that Get-Free-Window uses in case a free window is required at Level 2 or at Level 4. For Level 2, the free window is available from 9:00 a.m. to 10:00 a.m. and from 4:00 p.m. to 5:00 p.m. Get-Free-Window returns 1121270400 (July 13, 2005, 9:00 a.m.). For Level 4, the free window is available from 8:00 a.m. to 12:00 p.m. and from 3:00 p.m. to 4:00 p.m. Get-Free-Window returns 112166800 (July 13, 2005, 8:00 a.m.).
Chapter 8
229
Figure 8-8: Application-Bus-Time2-Get-Free-Window command example

Level 6 5 4 3 2 1 5:00 6:00 Level 2 Level 4 Final list = Available time = Unavailable time Workday (8 a.m. to 5 p.m.) 7:00 8:00 9:00 10:00 11:00 12:00 1:00 Final list 2:00 3:00 4:00 5:00 6:00 7:00 8:00 Time Time Seg. 2 (7 to 9 a.m.) Time Seg. 3 (1 to 4 p.m.) Time Seg. 1 (10 a.m. to 2 p.m.)
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 is 11:00 a.m., then the return value at Level 2 is 1121295600 (July 13, 2005, 4:00 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 is 5:00 a.m. (or if it is not specified), and if the Latest End Time is 2:00 p.m., then the return value at Level 2 is 1121270400 (July 13, 2005, 9:00 a.m.).
Example 4
If the duration required is 2 hours, then for Level 2, "" is returned.
Example 5
If the Level is 4 and the duration is 7200 seconds, then 1121266800 (July 13, 2005, 8:00 a.m.) is returned.
230
Configuration Guide
Using application commands with daylight saving time

In the following examples, assume that the AR System server is in Pacific Standard Time (US and Canada, GMT -8:00) and daylight saving time occurs on March 11, 2007 2:00:00 a.m.
Work defines the available time window at Level 1 on March 11, 2007 from
12:00 a.m. to 5:00 a.m. on the Business Time Segment form.
Example 1
$PROCESS$ Application-Bus-Time2-Add "3/11/2007 1:00:00 AM" "1" "3" "Work"
This adds 1 hour to the start time and returns 1173607200 (that is, Sunday, March 11 03:00:00 a.m. PDT 2007).
Example 2
$PROCESS$ Application-Bus-Time2-Diff "3/11/2007 1:00:00 AM" "3/11/2007 3:00:00 AM" "Work"
The return value is 3600 seconds (that is, 1 hour).
Business Segment-Entity Association commands

If the Business Segment-Entity Association form contains entries for time segments, you can use the following commands in place of the Application commands described in the previous section. The following commands contain EntityID parameters, so that you do not need to query the Business Segment-Entity Association form and call the previous Application commands.
Application-Bus-Time2-Assoc-Add
Use the following syntax for the Application-Bus-Time2-Assoc-Add calculation:
Application-Bus-Time2-Assoc-Add "startTime" ["amount" ["amountUnits" ["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" ]]
Chapter 8
231
Application-Bus-Time2-Assoc-Subtract
Use the following syntax for the Application-Bus-Time2-Assoc-Subtract calculation:
Application-Bus-Time2-Assoc-Subtract "startTime" ["amount" ["amountUnits" ["businessTimeSegmentName1" "businessTimeSegmentName2" . . . [-e "EntityID1" "EntityID2" ]]]]
Application-Bus-Time2-Assoc-Get-Next-Window
Use the following syntax for the Application-Bus-Time2-Assoc-Get-NextWindow calculation: Application-Bus-Time2-Assoc-Get-Next-Window "startTimeRange" "endTimeRange" "duration" "windowFlag" ["businessTimeSegmentName1" "businessTimeSegmentName2" . . . [-e "EntityID1" "EntityID2" . . . ]]
Application-Bus-Time2-Assoc-Get-Free-Window
Use the following syntax for the Application-Bus-Time2-Assoc-Get-FreeWindow 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 on the Business Time Segment form. The fields the range from 2300 to 2341 and contain recurrence patterns. Field 2300 contains the Recurrence Definition Name that is used in the Application-GetNext-Recurrence-Time command. For more information about how these fields are used, see Scheduling a time segment on page 212. Fields 2300 to 2341 can be defined on any form, and the Application-Get-NextRecurrence-Time command is provided to get the next time. (You can optionally create a custom form with field IDs in the range of 2300 to 2341 to contain recurrence patterns, and specify that custom form in the Application-Get-NextRecurrence-Time application command.) For all the recurrence time calculations, ICU library functions are used. The Application-Get-Next-Recurrence-Time command performs a recurrence date calculation by starting with the day after the start time and finding recurrence dates based on the specified recurrence definition name. The return value is a semicolon-separated list of dates (in seconds since epoch time).
232
Configuration Guide
The recurrence pattern specifies a day or days. The Application-Get-NextRecurrence-Time takes the day or days specified by the recurrence pattern, and adds the starting time portion of the starting date and time to it to return a list of dates (in seconds since epoch time). For example, if a recurrence is defined as Tuesday of every week, and the start time is 12/1/08 at 11:00 a.m. (a Monday), then the value for 12/2/08 at 11:00 a.m. is returned. However, if the start time is 12/2/08 at 11:00 a.m. (a Tuesday), then the value for 12/9/08 at 11:00 a.m. is returned. The command syntax is as follows:
Application-Get-Next-Recurrence-Time formName startTime recurrenceDefinitionName
The options for these recurrence time calculations are as follows:

formNameForm that contains the recurrence fields, such as the Business Time
Segment form.
startTimeThe starting date and time from which the next recurring day is to be calculated. recurrenceDefinitionNameIdentifier indicating the entry in the form (specified by formName) that contains the recurrence pattern to use for this
calculation. This is the name in field 2300. Following is an example of the command with $PROCESS$:
$PROCESS$ Application-Get-Next-Recurrence-Time "Business Time Segment" "4/14/04 10:30:00 AM" "weekly" weekly is an entry in the form that contains the recurrence fields, such as the Business Time Segment form. The weekly entry is defined as Wednesday and
Friday, every 3 weeks. The return value is 1082136600, which corresponds to 4/16/04 10:30:00 AM. Calling Application-Get-Next-Recurrence-Time again with a start time of 04/16/04 10:30 AM returns 1083778200;1083951000, corresponding to 5/5/04 10:30:00 AM and 5/7/04 10:30:00 AM. Calling Application-Get-Next-Recurrence-Time again returns should be changed to Calling Application-Get-Next-Recurrence-Time again with start time as 04/16/04 10:30 AM will return 1083778200;1083951000, corresponding to 05/05/04 10.30 am and 05/07/04 10.30 am.
Chapter 8
233
Using the old Business Time forms

The forms discussed in this section remain for backward compatibility. Using these forms is not recommended.
Scheduling workdays
The Business Time Workdays form stores the day-to-day availability of each of your groups and individuals, and a record of your company or locations business hours. Business time in AR System is calculated on the AR System server where the start and end times on any given day must be in the range of 024 hours. Any business time outside this range is considered invalid.
To define business hours

1 Open the Business Time Workdays form.
On the General tab, you can specify a unique identifier for a workday definition and the list of open and close times for workdays you are defining.
Figure 8-9: Business Time Workdays form
2 In the Name field, enter a unique identifier.
Use this identifier to reference this schedule in all business hours calculations.
3 In the Submitter field, enter the name of the user who submitted the first version
of this schedule.
234
Configuration Guide
4 Use the Change History field to track structural or administrative changes to the
definition.
5 In the Help Text field, enter the purpose of the schedule. 6 (Optional) In the Offset Hours field, enter the number of hours you want to offset
from the time on the server. Use the Offset Hours field to adjust a client business time to a server business time. An example of a special case is a valid business time on the client that is several time zones away from the server. The time on the client becomes invalid on the server if it crosses midnight after the time zone adjustment. For more information, see Using offset hours in Business Time 2.0 on page 223.
7 Click the Time Schedules tab. Figure 8-10: Business Time Workdays form, Time Schedules tab
8 Enter the appropriate hours in the time blocks.
AR System allows you to define up to four multiple non-overlapping time blocks for hours of operation in a single 24-hour period. To span midnight, show 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 and non-overlapping within a day. Figure 8-10 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.)
Chapter 8
235
NOTE
Create separate schedules for Daylight Saving Time as needed based on locale and conventions for that locale.
9 Save the form.
Business hours with a one-hour gap

Business hours with a one-hour gap can occur when a one-hour lunch break is scheduled in the work day. Use the Time Schedule Start and End times to specify that the business is open from 9:00:00 a.m. to 12:00:00 p.m. and from 1:00:00 p.m. to 5:00:00 p.m., indicating a one-hour closed time. Enter the information as shown in Figure 8-11.
Figure 8-11: Business hours with one hour gap
Scheduling holidays
Use the Business Time Holidays form to define all scheduled holidays and other non-working days. A holiday can be a full day or a few hours. Due to shift work, holidays might span over midnight.
To set holiday times

1 Open the Business Time Holidays form. 2 Click the Holiday Definition tab.
236
Configuration Guide
Figure 8-12: Business Time Holidays form
3 In the Schedule Name field, enter the unique identifier for this holiday schedule.
Use this identifier to reference this schedule in all business hours calculations.
IMPORTANT
Enter the same name that you entered in the Name field of the Business Time Workdays.
4 In the Holidays field, list the holidays that make up the holiday schedule.
Enter holiday time as:

date,startTime,endTime
For example:
07/4/09,9:00:00 a.m.,5:00:00 p.m.
is a holiday that starts at 9:00:00 a.m. on 7/4/09 and ends at 5:00:00 p.m. on the same day. To separate the dates, press ENTER or insert semicolons between the dates. There is no limit to the number of dates that can be specified in this list. The holiday entry cannot span across midnight, and the Start time must be less than End time. Holiday time uses the offset hours from the Workday schedule. Only short date/time format is currently supported in the Business Time Holidays form. Long date formats (such as January 1, 2005) are not currently supported. The dates are interpreted on the server and follow the servers formatting rules. If clients are configured for other date formats and the dates entered in the Business Time Holidays form are entered in a client format that is incompatible with the server format, they will not be correctly interpreted as holidays, or they might be interpreted as a different day than was planned.
Chapter 8
237
NOTE
The ARDATE format is not supported in Business Time Holidays form.
5 Click the Administrative Information tab.
The Holiday ID field contains the AR System ID for this schedule. The Change History field is used to track structural or administrative changes to the schedule.
6 In the Help Text field, enter the purpose of the schedule. 7 Save the form.
Tips for entering dates and times

The following sections offer tips to help you properly enter dates and times into the Business Time Holidays form.
Entering dates for an international server

When the server resides internationally, it recognizes the short date format of the server. For example, the German Business Time Holiday value would be entered dd.mm.yy, which matches the date convention of the locale.
No start time
To indicate a holiday without listing a start time, use the following format:
date,,endTime
For example:
7/4/04,,5:00:00 p.m.
In this case, the start time defaults to 12:00:00 a.m.
No end time
To indicate a holiday without listing an end time use the following format:
date, startTime
For example:
7/26/04, 2:00:00 p.m.
In this case, the end time defaults to 11:59:59 p.m.
No start time and no end time

To indicate a holiday that lasts the entire 24-hour day, use the following format:
date
For example:
7/26/04
In this case, the start time defaults to 12:00:00 a.m. and end time defaults to 11:59:59 p.m.
238
Configuration Guide
Adjusting the time across midnight

The implementation of business time calculations requires that Start Time be earlier than End Time. However, when a holiday schedule crosses midnight, such as when Start Time is 10:00:00 p.m. and End Time is 6:00:00 a.m., you must adjust the holiday schedule: To adjust using Holidays time, enter the start time as one day and enter the end time on the next day. It would look like:
12/25/04,10:00:00 p.m.,11:59:59 p.m.; 12/26/04,12:00:00 a.m.,6:00:00 a.m.
To adjust using Offset Hours, take your original Start/End time minus the value from Offset Hours in the Business Time Workdays form to get the adjusted time. You can use either a positive offset (which moves the times earlier) or a negative offset (which moves the times later). The offset does not have to be unique. You can choose any value as long as the adjusted times fall into the 0- to 24-hour range. For example, if a holiday starts at 10:00:00 p.m. on 12/25/04 and ends at 6:00:00 a.m. on 12/26/04, you can supply an offset of three hours to adjust the holiday time to start on 12/26/04 at 1:00:00 a.m. and end at 9:00:00 a.m. This adjusted time is entered into the Holidays field following the format:
12/26/04,1:00:00 a.m.,9:00:00 a.m.
NOTE
The offset hours is specified in Business Time Workdays as part of a workday schedule.
Defining business hours using offset hours

The use of the Offset Hours field as described in this section is not recommended in Business Time 2.0. Business time is calculated on the server and requires that start and end times be in the range of 024 hours. An invalid business time is adjusted using the Offset Hours field on the Business Time Workdays form. An example could be a valid business time on a client that is several time zones away from the server. The time on the client might become invalid on the server if it crosses midnight after the time-zone adjustment. The Offset Hours field is used in this situation. Setting a positive offset moves the time later, a negative offset moves it earlier. Unique offset times are not required. Any adjusted range defined with the offset hours is valid in the AR System server as long as it falls into a single 024 hour range. For tracking purposes, use the Scheduling Diary field to document how the offset adjustment is made.
Chapter 8
239
The Offset Hours field are useful in the following situations: Business hours that span over midnight. For example, a businesss Open Time is 10:00:00 p.m. and its Close Time is 6:00:00 a.m. Because the AR System server does not allow Business Time to span midnight, enter this workday as 1:00:00 a.m. to 9:00:00 a.m. (024 hour range) with an offset of 3. On the other hand, you could have specified a positive offset of 7 hours to adjust your business hours to a new Open Time of 3:00:00 p.m. and a new Close Time of 11:00:00 p.m. Business hours that span midnight with different time zones. In this circumstance, you have to derive the offset hour by considering both factors. The goal is to specify the offset hours to adjust the Open and Close Time to 024 hour range on the server. For example, the server is 6 hours behind the client in a different time zones. On the client, the schedule is 2:00:00 a.m. and 10:00:00 a.m. Specify a positive offset number (6) because the server is behind the client, to adjust 2:00:00 a.m. and 10:00:00 a.m. on the client to be 8:00:00 p.m. and 4:00:00 a.m. on the server. Then, to adjust to the 24-hour period, use a number (such as 5) to adjust the calculation, For example: 8 p.m. - 5 = 3 p.m., and 4 a.m. - 5 = 11 p.m. Considering both together, the final calculated offset is 6 + 5 = 11.
Old Business Time commands

The following commands were used in the old Business Time scheme. If you use the old Business Time forms, you can use these commands, but they will not work with Business Time 2.0. The parameters for these commands are defined in Parameters on page 225.
Application-Bus-Time-Add
The Application-Bus-Time-Add command adds the requested offset to the start time and 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" ["amountUnits" ["holidayScheduleName" ["workdayScheduleName"]]]]
The startTime parameter is required in this command. This parameter must be a value such as a field reference ($fieldName$). Other fields are optional and use the default value if not provided. You can specify multiple business activity names.
240
Configuration Guide
For example, add one day by using the following calculation:

$PROCESS$ Application-Bus-Time-Add "$fieldName$" "amount" "amountUnits"
This adds one day to the value that currently resides in $fieldName$. Show $fieldName$ as startTime. Set the amount to 1 and set the amountUnits to 4 (representing days), 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 computes 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 subtracts the requested offset from the start time and 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" ["amountUnits" ["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.
Chapter 8
241
Migrating Workdays and Holidays to the Business Time Segment form

Following are tips you can use when migrating your Business Time Workdays and Holidays to the Business Time Segment form.
When migrating Workdays, remember:

All workdays become a Weekly Recurrence time segment. Time segments require a Start Date and End Date that define the recurrence range. Since Workdays do not have a range, make sure that the Start Date and End Date fields represent a large range. Workdays can have up to 4 shifts. Each shift is a time segment, which can have the same ID as another time segment. Set the Level to 1 for all time segments. Select the End of Day check box to indicate the end of the day instead of 11:59:59 p.m. The ID field on the Business Time Segment form is the same as the Tag field on the Business Time Workdays form. If the Workday form has an offset and if multiple time segments correspond to this workday entry, apply the offset to only one-time segment.
When migrating Holidays, remember:

Use the Specific Dates tab in the Business Time Segment form to specify a list of dates (with the same time range). Make sure that the Start Date and End Date are in that list of dates. Set the Level to 2. If holidays have been defined with different start and end times, create different time segments. 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.
242
Configuration Guide
Chapter
Working with the alert system
The alert system engages when a filter or escalation Notify action sends a notification through the alert mechanism. This section describes the alert system. The following topics are provided: Alert system architecture (page 244) Alert Events form (page 245) Viewing alerts (page 245) CleanupAlertEvents escalation (page 246) Managing registered users (page 246) Enabling alerts on the Web (page 246) For information about other methods of notification delivery, see the Workflow Objects Guide.
Chapter 9
243
Alert system architecture

The alert system consists of the following components: AR System server Alert Events form Alert list on BMC Remedy User or the web client BMC Remedy Alert, an optional Windows program that informs users when they receive new alerts (This program should not be confused with the overall Alert system.) Figure 9-1 shows how the alert architecture is structured.
Figure 9-1: Alert architecture
AR System
Creates and processes alert events through the Alert Events form.
ALERT
BMC Remedy User
Gives administrator access to Alert Events form and displays alert list and source requests.
BMC Remedy Alert

Informs users when new alerts arrive.
Web Browser
Displays alert list and source requests.
For information about configuring servers for alerts, see Configuring a server for alerts on page 188.
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.
244
Configuration Guide
Alert Events form
Alert Events form

If you choose Alert as the notification method when creating a Notify action for filter or escalation, alerts are recorded as new requests in the Alert Events form when that workflow executes.
Figure 9-2: Alert events form
The Alert Events form is automatically installed on your server. This form contains the alert message details and identification information about the source request. You cannot delete the Alert Events form and its original fields, but 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.
Viewing alerts
The alert list in BMC Remedy User or in a browser displays alerts from multiple servers. For users of BMC Remedy User, the alert list queries the Alert Events form on servers that the user is logged in to. 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 246. Users can manage the alert list, and open the source request. They can view alerts in the following ways: In BMC Remedy User, choose Tools > View Alerts. In a browser, display a form that contains an alert list field. This method requires special configuration. For more information, see Enabling alerts on the Web on page 246. From BMC Remedy Alert, open the alert list in BMC Remedy User or the browser. For more information, see BMC Remedy Alert help.
Chapter 9
245
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 unread alerts that are older than 30 days. Initially, the CleanupAlertEvents escalation is disabled. You can enable it and customize it according to your needs.
Managing registered users

For the alert system, the AR System server maintains a list of registered users in memory and a backup copy in the database (in the alert_user table). All persistent information is stored in the database, so you can back up and replicate the environment easily.
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.
Enabling alerts on the Web

Users who receive alerts can open the alert list in a browser instead of in BMC Remedy User. To enable alerts on the Web, you must provide a web-based alert list, and you must set (or instruct users to set) certain user preferences. You can also install BMC Remedy Alert on Windows clients for additional functionality. An Alert List form is automatically installed with your server installation. You can add this form to your web-based applications, or create your own alert list for the Web as described in the following procedure.
To create and publish a web-based alert list

For more information about how to perform each of the following steps, see the Form and Application Objects Guide and the BMC Remedy Mid Tier Guide.
1 Create a regular form on one server in your AR System installation where the
mid tier is also installed.
246
Configuration Guide
Enabling alerts on the Web
2 Add an alert list field to the form. 3 Make this form accessible in a browser through a URL.
Alternately, users can open the alert list form from BMC Remedy Alert. For more information, see To install BMC Remedy Alert and configure web settings (optional) on page 247.
To enable a preference server for the Web

1 Make sure that one server in your AR System installation is defined as a preference
server. For more information about preferences, see Chapter 4, Setting user preferences, and the Installing Guide.
2 Under General Settings in the BMC Remedy Mid Tier Configuration Tool, enter
the name of the preference server used by alert system users. See BMC Remedy Mid Tier Configuration Tool help for more information.
To configure user preference values for alerts on the Web

1 Open the AR System User Preference form in BMC Remedy User. 2 For each user, set the following preferences.
These preferences are available on the Web view or on the Web tab of the Default Administrator view of this form. For more information about centralized preferences, see Centralized preferences on page 77.
a In the Alert Servers field, enter the name of each server (separated by commas)
from which users receive alerts. Alerts from these servers will be visible in the Web-based alert list. Users do not need to be logged in to these servers to receive alerts or to display the originating request.
b In the Refresh Interval field, enter the number of minutes between each
automatic refresh of the alert list. A setting of 0 indicates no refresh interval. Each server specified under Alert Servers is queried for new alerts, and these alerts are displayed in the Web-based alert list.
To install BMC Remedy Alert and configure web settings (optional)

1 Install BMC Remedy Alert on Windows clients, according to the procedures in the
Installing Guide. See BMC Remedy Alert help for information about BMC Remedy Alert.
2 Start BMC Remedy Alert and open the Options dialog box. 3 On the Alerts tab, select Open Alert List Using Web. 4 In the Server field, enter the name of the AR System server containing the alert list
form.
Chapter 9
247
5 In a browser or BMC Remedy User, open the AR System Administration: Server
Information form for the server specified in step 4.

6 Click the Advanced tab. 7 In the Default Web Path field, specify the URL for the mid tierfor example, http://host/contextPath.
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.
248
Configuration Guide
10
Chapter
Using the Assignment Engine
The Assignment Engine is installed with AR System. By following a simple process, you can automatically assign users to specific requests. The following topics are provided: Overview (page 250) Assignment Engine process (page 250) Assignment Engine Administration Console (page 251) Auto-assignment methods (page 252) Preparing for the auto-assignment process (page 252) Adding assignee and request forms (page 254) Adding assignment rules (page 259) Adding assignment processes (page 261) Turning on log and trace files (page 264) ARerror.log messages (page 264)
Chapter 10
249
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:
Table 10-1: Assignment Engine forms Form name in BMC Remedy Developer Studio ASE:Administration ASE:AssignAssoc_AssignForm ASE:AssignAssoc_AssignRules ASE:Assignment Association ASE:Assignment Process ASE:Assignment Rules ASE:AssignmentDetail ASE:DialogYesNo ASE:Form Information ASE:LocalizedString_MenuItems ASE:ProcessRuleForm ASE:SearchRulesDialog Form name in BMC Remedy User Assignment Engine Administration ASE:AssignAssoc_AssignForm ASE:AssignAssoc_AssignRules ASE:Assignment Association Assignment Processes Assignment Rules Assignment Details A dialog box; not listed in the Object List. Assignment Forms A menu; not listed in the Object List. ASE:ProcessRuleForm A dialog box; not listed in the Object List.
To set up assignments, you use only a few of these forms, and they are discussed in the following sections.
Assignment Engine process

Following is the process to integrate the Assignment Engine with your application:
Step 1 Create a form that holds the assignees. (For simple applications, you could use the
User form to hold this information.) Add the appropriate Assignment Engine fields on this form. (See page 252.)
Step 2 In the request form to which you want to assign users, create the fields that the
Assignment Engine will set on assignment. (See page 252.)

Step 3 Create or add the assignee and request forms to the Assignment Engine. (See
page 254.)
Step 4 Create rules for assignments. (See page 259.) Step 5 Create processes for assignments. (See page 261.)
250
Configuration Guide
Assignment Engine Administration Console
Assignment Engine Administration Console

You use the Assignment Engine Administration Console to set up autoassignment processes, forms, and rules.
Figure 10-1: Assignment Engine Administration Console
The Assignment Engine Administration Console has three tabs: 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 using the procedures outlined in the following sections. FormsShows all the forms that are registered with the Assignment Engine. To list the forms that are used by a specific process, select the process name from the Show For Process list. 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 list the rules that are used by a specific process, select the process name from the Show For Process list. 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.
Chapter 10
251
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.
Preparing for the auto-assignment process

To begin the auto-assignment process, you must have the following types of forms identified: Assignee formContains data about people or groups to whom you want to assign requests. This form is the source form that holds information for the request form. A single process can have multiple assignee forms. Request formIs used to assign a request. An example might be a Help Desk form to which Support representatives are assigned tickets. This is the target form that receives information from the assignee form.
To prepare for the auto-assignment process

1 Create an assignee form. (Tip: You can also use the User form.) 2 On the assignee form, create the fields listed in Fields to add to the assignee form
on page 253. Hide the fields that you do not want users to see.
3 On the request form, create the fields listed in Fields to add to the request form
on page 254. Hide the fields that you do not want users to see.
252
Configuration Guide
Preparing for the auto-assignment process
Fields to add to the assignee form

The assignee form must contain the following fields, which the Assignment Engine uses to run its processes. These fields are mapped to the fields on the Assignee Form Fields tab of the Assignment Engine Forms dialog box. Assignee Unique IDA field that contains a unique identifier that distinguishes assignees one from another. This can be a GUID field. For more information about GUID fields, see the Form and Application Objects Guide. Instead of creating this field, you can use the Request ID field (ID 1) as the unique identifier. Then, you can add the following optional fields to this form: Assignee Group Unique IDThe unique instance ID for the assignee group. Assignee Name/LoginThe name of the assignee. 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. If you use the Load Balance by Number or the Load Balance by Capacity autoassignment method, this field is required. Capacity RatingA decimal field used to obtain the capacity rating for each possible assignee. If you use the Load Balance by Capacity auto-assignment method, this field is required. Last Assigned TimeA 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. If you use the Round Robin auto-assignment method, this field is required. Last Assign Time (Display)A date/time field used to obtain the last date and time an issue was assigned to each possible assignee, and to set the last assigned time for the successful assignee. This is an optional field.
Chapter 10
253
Fields to add to the request form

The request form must contain the following fields, which the Assignment Engine uses to run its processes. These fields are mapped to the fields on the Request Form Fields tab of the Assignment Engine Forms dialog box. Assignee Unique IDA character field where the selected assignees ID will be written. Optionally, you can add the following fields: Assignee ID FieldStores the Entry ID of the successful assignee. Assignee FormStores the name of the assignee form. Return Code FieldStores the code for success or failure of the assignment. This field can be used for debugging purposes. Return Code DescriptionStores the successful Assignment Rule ID and the Assignment Qualification ID if the assignment was successful, or an error code if the assignment failed. This field can be used for debugging purposes. Reason Code FieldStores the GUID of the executed rule.
Adding assignee and request forms

Before setting up the assignment rules and the assignment process, add the assignee forms and request forms to which the rules will apply.
To add an assignee form

1 Open the Assignment Engine Administration Console. 2 Click the Forms tab.
254
Configuration Guide
Figure 10-2: Assignment Engine ConsoleForms tab
3 Click Create to create assignee forms, or click Search to search for assignment
forms. The Assignment Engine Forms dialog box appears.

Figure 10-3: Assignment Engine Forms dialog box
Chapter 10
255
4 From the Form Name menu list, select the assignee form for which you want to
build the assignment process.

5 In the Display Name field, enter a display name for the form you selected.
The display name will appear in the Form Name column on the Forms tab, and in the Assignee Form list on the Assignment Rule form.
6 For Form Type, select Assignee form. 7 From the Status field menu, select Active.
If you do not want to use the form at this time, select Inactive.
8 Optionally, specify a Locale for this assignment form.
NOTE
If the Localize Server option (on the Advanced tab of the AR System Administration: Server Information form) is not selected, then all records will appear, regardless of the client's locale. If it is selected, some rules apply. See the Form and Application Objects Guide and the Configuration Guide.
9 In the Assignee Group Permissions field, select the group to which you want to
give access.
10 On the Common Fields tab, complete the following fields:
Assignee Unique IDThe unique identifier for the assignee (an individual user). For example, you might choose Request ID or Assignee ID. Optional fields: Assignee Group Unique IDThe unique instance ID for the assignee group. Assignee Name/LoginLogin name or full name of the assignee. Assignee Delivery MethodField in the assignee form used to store the method to notify the assignee of the assignment.
11 Click the Assignee Form Fields tab and map the fields from the form you selected.
For more information, see Fields to add to the assignee form on page 253.
256
Configuration Guide
Figure 10-4: Assignee Form Fields tab
12 Click Save.
To add a request form

1 Open the Assignment Engine Administration Console. 2 Click the Forms tab. 3 Click Create to create request forms, or click Search to search for assignment forms.
The Assignment Engine Forms dialog box appears.

Figure 10-5: Assignment Engine Forms dialog box
Chapter 10
257
4 From the Form Name menu list, select the request form for which you want to
build the assignment process.

5 In the Display Name field, enter a display name for the form you selected.
The display name will appear in the Form Name column on the Forms tab, and in the Request Form list on the Assignment Rule form.
6 For Form Type, select Request form. 7 From the Status field menu, select Active.
If you do not want to use the form at this time, select Inactive.
8 Optionally, specify a Locale for this assignment form.
NOTE
If the Localize Server option (on the Advanced tab of the AR System Administration: Server Information form) is not selected, then all records will appear, regardless of the client's locale. If it is selected, some rules apply. See the Form and Application Objects Guide and the Configuration Guide.
9 In the Assignee Group Permissions field, select the group to which you want to
give access.
10 On the Common Fields tab, complete the following fields, which are mapped from
the assignee form: Assignee Unique IDThe unique identifier for the assignee (an individual user). For example, you might choose Request ID or Assignee ID. Optional fields: Assignee Group Unique IDThe unique instance ID for the assignee group. Assignee Name/LoginLogin name or full name of the assignee. Assignee Delivery MethodField in the assignee form used to store the method to notify the assignee of the assignment.
11 Click the Request Form Fields tab and map the fields from the form you selected.
For more information, see Fields to add to the request form on page 254.
258
Configuration Guide
Adding assignment rules
Figure 10-6: Request Form Fields tab
12 Click Save.
Adding assignment rules

All assignment processes must have rules defined. A process can have multiple rules in sequential order. Because multiple assignment processes can share rules, modifying a rule affects all assignment processes associated with it.
NOTE
Unrelating a rule from a process removes its relationship with the assignment process, but retains the rule for other assignment processes.
To add an assignment rule

1 Open the Assignment Engine Administration Console. 2 Click the Rules tab. 3 Click Create.
The Assignment Rule dialog box appears.
Chapter 10
259
Figure 10-7: Assignment Rule dialog box
4 Enter information in the required fields: a In the Rule Name field, enter a rule name. b From the Assignee Form list, select an assignee form. c From the Request Form list, select a request form.
The Request form field contains the form references in the Process Definition form. The rules that you define fill in the assignment-related fields on the request and assignee forms. These request and assignee forms are external to the Assignment Engine and part of a separate application. The only requirement for these forms is that they have the necessary fields on them to be read and written from the Assignment Engine software. The requirements around these fields vary, depending on which Assignment Engine rule methods are used.
d Make sure that Status is set to Active. e In the Assignment method field, select an assignment method. See Auto-
assignment methods on page 252.

5 Enter qualification for the assignment rule.
A qualification string is a specified set of conditions used to make the automatic assignment. The Assignment Engine applies the qualification defined here to attempt to assign a request to an assignee.
260
Configuration Guide
Adding assignment processes
The easiest way to build your qualification string is to select the keywords and form fields directly from the bar and lists. When you choose items directly from the lists, the correct syntax is automatically entered. Assignee form fields user single quotation marks, and Request form fields use dollar signs, for example:
('Support Group ID' = $Support Group ID$) AND ('Assignment Availability' = "Yes") AND ('Assignment Availability 2' = "Yes") AND ('Profile Status' = "Enabled") 6 Click Save.
Setting sequencing for rules

Rules are used according to the order in which they are sequenced. If the first rule is valid, then that rule is used for the process. If the first rule is not successful, then the Assignment Engine process will attempt to use the second rule, and so on.
To specify sequencing for the rules

1 Open the Assignment Engine Administration Console. 2 From the Process tab, select the process for which you want to sequence rules. 3 Click View.
The Process Definition dialog box appears.

4 Perform either of the following actions:
If there are defined rules for the process, select the rule that you want to reorder. If there are no defined rules for the process, click Create to create new rules (see Adding assignment rules on page 259). 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
Assignment Engine to use them.

6 Click Save, then click Close.

After you set up the assignee and request forms, you are ready to add assignment processes to the Assignment Engine.
To add an assignment process

1 Open the Assignment Engine Administration Console.
Chapter 10
261
Figure 10-8: Assignment Engine Console
2 Click the Processes tab, and click Create.
The Process Definition form appears.
262
Configuration Guide
Figure 10-9: Process Definition form
3 In the Process Name field, enter a descriptive name for the process. 4 In the Request Form field, select a form that creates the requests to which you want
to assign users.
5 Optionally, enter a description of the process. 6 Click Create to create a new rule.
See Adding assignment rules on page 259.

7 Specify a sequence for the rules.
The rules apply according to the order in which they appear. See Setting sequencing for rules on page 261.
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.
Chapter 10
263
Turning on log and trace files

You can turn on log and trace files for the Assignment Engine through the following options in the ar.conf (ar.cfg) file:
AE-Log-FileFull path name of the log file. AE-Log_File_SizeSize of the log file in MB. AE-LogSpecify ON or OFF to turn logging on or off. AE-Trace-FileFull path name of the trace file. AE-Trace_File_SizeSize of the trace file in MB. AE-TraceSpecify ON or OFF to turn tracing on or off.
See ar.conf (ar.cfg) on page 320 for descriptions of these options.
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 might see warnings in the ARerror.log file. For example:
Sun Mar 12 13:03:45 2006 (ARAPPWARN 4831) Sun Mar 12 13:03:45 2006 AssignEng : No schema was found for tag SHR Tag: ApplicationProperties;
These warnings are normal and always occur when you restart the server. You can safely ignore these warnings.
264
Configuration Guide
11
Chapter
Importing data into AR System forms

BMC Remedy Data Import loads data from a source file into an AR System form. A command-line interface (CLI) is also available for both Windows and UNIX platforms. For information about AR System client CLIs, see the Integration Guide. For information about exporting and importing object definitions, see the Form and Application Objects Guide. The following topics are provided: The import process (page 266) Supported mapping file types (page 266) Starting BMC Remedy Data Import (page 267) Defining BMC Remedy Data Import preferences (page 269) Creating mapping files (page 275) Using a saved mapping file (page 278) Importing data (page 278)
Chapter 11 Importing data into AR System forms
265
The import process

Follow this process to import data into a form:
Step 1 Complete all edits on the data file before you start BMC Remedy Data Import. Do
not edit the data file between the time you open BMC Remedy Data Import and the time you start the actual import operation.
Step 2 Export the source data to a file compatible with BMC Remedy Data Import. (See
Supported mapping file types on page 266.)

Step 3 Define BMC Remedy Data Import preferences. (See Defining BMC Remedy Data
Import preferences on page 269.)

Step 4 Make sure that there is adequate space where the import log file will reside.
BMC Remedy Data Import writes error messages and failed records to a log, which can become quite large.
Step 5 Make sure that the database has adequate space to store the imported records.
Contact your database administrator for assistance.

Step 6 Create a mapping file. (See Creating mapping files on page 275.) Step 7 Import the file. (See Importing data on page 278.)
Supported mapping file types

BMC Remedy Data Import can map the following file types: AR Export (.arx)Default AR System data file type. AR XML (.xml)XML file conforming to the AR XML data specification. This file type contains several elements that are required for AR System use. See the C API Reference guide for more information. CSV (.csv)Comma-separated value file. In this file, carriage returns are treated as the end of a record. ASCII (.asc)Generic ASCII file. You can create all of these file types in BMC Remedy User. See BMC Remedy User help. You can create .arx, .xml, and .csv files with the artext utility, which is designed primarily for localization. For information about artext, see the Form and Application Objects Guide.
266
Configuration Guide
Starting BMC Remedy Data Import
To use ASCII data obtained from a source outside of AR System, remember these rules: Save the data with a unique separator string of up to 32 characters in length. Use \t for tab, \b for backspace, and \\ for \. Carriage returns are treated as the end of the record. You cannot import .asc data that uses special characters as column separators. Unique separator strings should not appear in any of the field names or the data. This prevents problems with incorrect numbers of fields when importing.
NOTE
When an attachment is exported in AR Export (*.arx) or AR XML (*.xml) format from BMC Remedy User, 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 (for example, 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. When attachments are exported in AR Export format from a browser, a .zip file is created that includes the .arx file and the attachments.
Starting BMC Remedy Data Import

This section explains how to start and log in to BMC Remedy Data Import. You can log in to an AR System server from any computer on the network that has access to the server.
To start BMC Remedy Data Import and log in to AR System servers

1 Choose Start > Programs > BMC Software > BMC Remedy Data Import. 2 In the User Name field, enter your user name. 3 Enter the password of the AR System user. 4 (Optional) If you are required to specify an authentication string or a preference
server, click Options.

a (Optional) Enter an authentication string.
Whether you need an authentication string depends on how your server validates users. For most situations, this field is not used. For more information, see Setting up an authentication alias on page 69. You can also define use of an External Authentication (AREA) plug-in. For more information, see the Integration Guide and the C API Reference.
267
b In the Preference Server field, type the name of your preference server.
A preference server is the AR System server on which the AR System preference forms are installed. This server stores your administrator and user preferences in a central location where they can be accessed from any client computer. You define a server as a preference server during or after installation. If you always log in from the same computer, leave this field blank to store your preferences locally in the workspace directory. For more information, see Chapter 4, Setting user preferences,and BMC Remedy User Help.
c If you use a preference server and it does not use the default TCP port or RPC
port, enter the TCP and RPC port numbers.

5 If you have already configured AR System servers to connect to, click Login (and
skip the rest of this procedure).

6 Click Edit Server List. 7 In the Server List dialog box, click Add. 8 Highlight Enter a server name in the Servers column, and type the server name.
To prevent BMC Remedy Data Import from connecting to a server, clear the servers check box.
9 If the server does not use the default TCP port, click in the TCP column and type
the port number.

10 If the server does not use the default RCP port, click in the RCP column and type
the port number.

11 Repeat steps 7 through 9 for each server BMC Remedy Data Import must connect
to.
12 Click OK. 13 In the Login dialog box, click Login.
Changing the current login

To log in to a different server or as a different user, you must change your login.
To change the current login

1 Choose File > Relogin. 2 In the Login dialog box, change the server list, user name, password, and other
information as described in To start BMC Remedy Data Import and log in to AR System servers on page 267.
3 Click Login.
268
Configuration Guide
Defining BMC Remedy Data Import preferences

Preferences determine tool behavior such as how BMC Remedy Data Import handles duplicate records and how it resolves conflicts during an import operation. Default preferences are set in the Preference window of BMC Remedy Data Import. They are stored locally or in the AR System Administrator Preference form (if you logged into a preference server). For more information about local and central preferences, see BMC Remedy User help. When you create a new mapping file (choose File > New Mapping), the preferences in the Preferences window are used by default. To change the preferences, click the Options tab in the mapping file in BMC Remedy Data Import, and save the mapping.
NOTE
The preferences in the Preferences window affect only new mapping files. For example, if you create an EmployeeRecords mapping file and save the file, the current preferences from the Preferences window are used. If you later update the preferences in the Preferences window, the preferences for EmployeeRecords remain unchanged. To change the preferences for EmployeeRecords, use the Options tab.
To update the preferences for BMC Remedy Data Import

1 In BMC Remedy Data Import, choose File > Preferences.
The Preferences dialog box appears.
269
Figure 11-1: BMC Remedy Data Import Preferences dialog box
2 Set the preferences, which are defined in the following table. Table 11-1: BMC Remedy Data Import preferences (Sheet 1 of 5) Group name General Field Log File Function Identifies the directory and file name of the BMC Remedy Import log file, which is workspaceDir\dataimport.log by default.
Note: Only one log file is used, so every time you import data,
the log file is overwritten. If you want to keep a log file, rename it. Number of Records Per Transaction Uses transactions to import data (if the server supports transactions). For example, if you enter a value of 100, the server will only perform one commit to the database every 100 records, which significantly improves performance.
270
Configuration Guide
Table 11-1: BMC Remedy Data Import preferences (Sheet 2 of 5) Group name Duplicates Field Handle Duplicate Request IDs By Function Defines how to handle duplicate request IDs. The options are: Generate New ID for All RecordsAssigns new request IDs to all requests in the data file, whether or not any IDs are duplicates. Generates request IDs for records that do not already have them, for example, in a CSV file created outside AR System. Reject Duplicate RecordsEntries are imported using their existing IDs. If an ID is already in use, an error is generated. The error is processed according to your preferences. See Error Handling on page 274 for more information. Generate New ID for Duplicate RecordsEntries 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. Replace Old Record with New RecordEntries are imported using their existing IDs. If a duplicate ID exists, the entire database record is overwritten with the record being imported. You must map the required core fields with this option; otherwise, the server rejects the records. See Importing data on page 278 for more information about mapping. Update Old Record with New Records DataEntries are imported using their existing IDs. If a duplicate ID exists, only the fields being imported are replaced, merging the record. If you choose this option, BMC Remedy Data Import actually deletes the record and reinserts it to perform the update. This setting also automatically makes all required fields that are not core fields optional. See Data Handling on page 272 for more information about preferences related to required fields. If Multiple Requests Defines what happens when multiple requests match. The Match options are: Skip RecordSkips the record in the data file and does not import anything for that record. Use First Matching RequestUpdates the first request with the data from the data file. Update All RequestsUpdates all the requests with the one from the data file.
271
Table 11-1: BMC Remedy Data Import preferences (Sheet 3 of 5) Group name Data Handling Field Make Non-Core Required Fields Optional * Function Specifies that required fields that are not core fields are optional during the import. By default, the check box is cleared, and all required fields are treated as required. If a required field has a NULL value, an error is generated. The error is processed according to what you enter in the Bad Records field under the Error Handling section. Specifies that records are imported, even if the data in a field does not match the specified pattern. By default, the check box is cleared, and the server rejects records if data in the field does not match the specified pattern. The error is processed according to what you enter in the Bad Records field under the Error Handling section. Suppress Filters Suppress Field Default Values Suppresses (turns off) any filters that execute on Merge. Suppresses the default values of the fields. If the field has a default value and the data you are importing for the field is empty (or you are not mapping the field), the import process does not use the default value for that field. Specifies that all leading white space is removed from each field imported. By default, the check box is cleared, and values are imported exactly as they appear in the data file. Remove Trailing Spaces and Tabs * Specifies that all trailing white space is removed from each field imported. By default, the check box is cleared, and values are imported exactly as they appear in the data file. Truncate Strings Exceeding Field Limit * Specifies that fields that are too long are truncated. By default, the check box is cleared, and fields whose contents are too long generate an error. The error is processed according to what you enter in the Bad Records field under the Error Handling section.
Disable Pattern Matching *
Remove Leading Spaces and Tabs *
* These settings are affected by field attributes set when fields are defined. For more information, see the Form and Application Objects Guide.
272
Configuration Guide
Table 11-1: BMC Remedy Data Import preferences (Sheet 4 of 5) Group name Data Handling (Continued) Field Function
Import Records with Specifies how AR System imports records that contain fewer Too Few Fields fields than described by the field titles in the data file. Problem records are imported with NULL values in the missing fields. By default, the check box is cleared, and the problem records are not imported and an error is generated. The error is processed according to what you enter in the Bad Records field under the Error Handling section. Import Records with Specifies how AR System imports records that contain more Too Many Fields fields than described by the field titles in the data file. Problem records are imported and the extra fields are ignored. By default, the check box is cleared, and the problem records are not imported and an error is generated. The error is processed according to what you enter in the Bad Records field under the Error Handling section.
Date Format
Short Date Format
Defines the short-date format. The options are: M/d/yy d/M/yy yy/M/d The component order is based on the Locale settings as defined by Sun Java.
Short Date Separator Defines the separator character between the month, day, and year. Slash (/) is the default. You can use any character that is not part of the field separator string for the data file. Long Date Format Defines the long-date format. The options are: dddd, MMMM d, yyyy dddd, d MMMM, yyyy dddd, yyyy MMMM d The component order is based on the Locale settings as defined by Java.
273
Table 11-1: BMC Remedy Data Import preferences (Sheet 5 of 5) Group name Time Format Field Hour Mode Function Defines the hour mode. The options are: 12 HourTracks in the 12-hour clock (default). 24 HourTracks in universal time. Separator (Time Format) Defines the time format separator between the hours, minutes, and seconds. A colon (:) is the default. You can use any character that is not part of the field separator string for the data file. Specifies where the symbol is positioned if you select 12 Hour for the Hour Mode. The options are: PrefixThe symbol is positioned before the time string (for example, AM 10:23:47). Suffix (default)The symbol is positioned after the time string (for example, 10:23:47 AM). AM Symbol PM Symbol Error Handling Bad Records Defines the symbol that indicate mornings if you select 12 Hour for the Hour Mode. Defines the symbol that indicates afternoon if you select 12 Hour for the Hour Mode. Defines what happens when the import process encounters a bad record. The options are: Alert User with Popup DialogInterrupts the import and displays an error message (default). The message contains three choices: YesSkips the problem record, writes the error and the record data to the import log, and continues to import remaining records. Yes to AllSkips all problem records that generate the same error, writes the error and the records to the import log, and continues to import remaining records. Stop ImportStops the import and prompts you to copy all remaining data to the import log. Skip Bad RecordsSkips problem records without displaying an error message, and continues with the import. Try Fallback Mapping Before Alerting UserIf a mapping generates an error, BMC Remedy Import uses the fallback mapping specified in the Fallback Mapping preferences. If the fallback mapping also generates an error, a message is displayed. The error is generated against the original mapping error. Errors are not generated against fallback mappings.
AM/PM Position
274
Configuration Guide
Creating mapping files

A mapping file determines which pieces of data to import into the fields on the target form (mapping) 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.
How fields are matched

BMC Remedy Data Import matches data fields to form fields as follows: AR Export or AR XMLField IDs are matched first, and then field names are matched for fields without matching IDs. CSV or ASCIIOnly field names are matched.
Fallback mappings
You can define fallback mappings, which are default mappings that direct the BMC Remedy Data 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. When only the AR System server can detect the error (such as when the data is not an acceptable value), the fallback mapping is not used. For example, the data value is outside the range set for the form field, or a required field has a NULL value.
Creating a mapping file

To create a mapping file
1 Log in to BMC Remedy Data Import. 2 Choose File > New Mapping.
275
3 In the Mapping File Editor, complete the following fields in the Data File and
Server section:
Table 11-2: New Mapping dialog box fields Field Source Data File Description Export file that contains the data you want to import. The file must be in .arx, .csv, .xml, or .asc format.
Contains Field Titles (CSV and ASCII format only) Determines whether BMC Remedy Import will convert the field titles into data. If the first line of data contains field titles, select the File Contains Field Titles check box so that the titles are converted to data. If the first line of data does not contain titles, clear the check box. Field Separator Source Form Name Target Server Target Form Name (ASCII format only) The field separator used in the .asc file. Form from which you exported data. Server that contains the form to which you want to import data. Form to which you want to import data.
4 Map the fields in the Field Value Mappings section using either of the following
methods. Click Auto Map to add all of the fields and map fields to fields of the same name. For more information, see Tips for mapping all data file fields on page 277. Or
a Click Add. b In the Add Mapping dialog box, select a Field Name. c Use the Keyword or Field buttons to add a value to the Value field.
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, and you want each record in the destination form to have todays date as the value in the Create Date field. Choose $DATE$ in the Keyword list. The resulting value in the destination form is the date of the import. For more information about keywords, see the Workflow Objects Guide.
d Repeat this step for all of the fields you want to map.
NOTE
If the data file contains duplicate field titles, an error is generated. If the data is .arx or .xml format, the field titles appears as their field IDs. If the data file is .csv or .asc format, the fields appear with an appended number (for example, fieldTitle 1, fieldTitle 2, and so on).
5 (Optional) Define fallback mappings for fields.
For more information, see Fallback mappings on page 275.

6 To edit a field value mapping or fallback mapping, select the field, and click Edit. 276 Configuration Guide
7 (Optional) Click the Options tab, and change the preferences as needed.
See Defining BMC Remedy Data Import preferences on page 269 for a description of most of the options. The differences are: The Options tab does not include a Log File field, but it is included in the Preferences window. The Options tab includes the following fields, which are not included in the Preferences window.
Table 11-3: Additional preferences fields on Options tab Group name General Duplicates Field Use Entry Transactions Match Duplicate Request By Function Enables the Number of Records Per Transaction field. Defines how duplicate requests should be matched. The options are: Request ID Custom FieldsIf you select this option, click Add to specify which fields determine whether requests match. For example, if you select the Phone Number field, if two requests have the same number in the Phone Number field, the requests match. 8 (Optional) Save the mapping. 9 Import the data as described in Importing data on page 278.
Tips for mapping all data file fields

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 the matching is partially successful, all possible matches are added. To complete the mapping, map remaining fields individually. If no matches are found and no entries are left in the Form Fields list, an error is generated. You can delete existing mappings and map fields individually, or start the import with the partial mapping. If no fields are mapped, an error is generated, and you must load a mapping or map fields manually.
277
Using a saved mapping file

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, the following import information is saved: The form name The server the form resides on The data file name Mappings and fallback mappings Options Mapping files are saved with an .armx extension. You can use .arm files from previous AR System releases, but if you modify them, they are saved with the .armx extension. BMC Remedy Data Import reads and writes mappings in PC format, with CR LF at the end of each line.
To load a saved mapping file

1 Choose File > Open Mapping. 2 Select the mapping file. 3 Click Open.
The mapping is displayed under a tab. The mapping file name appears on the tab.
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.
To import data
1 In BMC Remedy Data Import, create or open a mapping file. 2 Choose Import > Start Import.
If errors occur, the type of messages you receive depends on what you enter in the Bad Records field, as described in Defining BMC Remedy Data Import preferences on page 269. After the import ends, a results message appears and the import log is updated. You can use your imported data.
278
Configuration Guide
Importing data
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.
279
280
Configuration Guide
12
Chapter
Using full text search
Full text search (FTS) is an optional feature that you can purchase for the AR System server. This section discusses the capabilities, performance, and administration of the FTS feature. The following topics are provided: Overview of full text search (page 282) Who can perform a full text search? (page 283) Using FTS (page 284) Limitations of FTS (page 293) Administering FTS (page 293) Upgrading FTS (page 300) Defining a field for FTS (page 301)
Chapter 12 Using full text search
281
Overview of full text search

Full text search (FTS) is an important and useful feature of AR System. FTS is typically much faster than using the native database searching functionality when searching in long text fields. It is also the only method available in AR System for searching text within attached documents. An example of using FTS is that you can make use of your knowledge base. You can access your companys history of solving problems, which are sometimes stored in long text fields or attachments. With the FTS option, you can easily search through long text fields to find solutions to related problems. FTS solves many problems that users encounter when performing database searches, including: Searching long text and attachment fields. The FTS option enables you to index character, diary, and attachment fields for searching, and then matches entries from those fields against the search criteria you specify. Like database indexes, an FTS index can greatly decrease the time required for a database search. Improving search performance by searching large volumes of data. Defining how the server interprets wildcards to customize search performance to your specific needs. Performing case-insensitive searches. Administrators can enable or disable case sensitivity. 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 282.
Accruing and weighting results with FTS

FTS provides quick and consistent access to AR System requests for which you are searching. FTS does not limit you to searches for keywords in fields indexed for FTS. You also can use a special accrue operator (the LIKE operator with commaseparated words, for example) to cause AR System to accrue and retrieve all requests that contain any or all words from a list that is comma-separated (for example, computer, PC, and error number 3794). FTS assigns a weight to requests that are retrieved in an accrue operation. Weight is a number that varies from 0 to 100. With weight, AR System can sort requests in a results list using a the more, the better approach. If you set the Field Sort Order in BMC Remedy User to include WEIGHT in descending order, the more search terms found in a request, the higher in the list it appears in the set of retrieved requests. The closer Weight is to 100, the better it matches the search criteria. For more information about modifying results list attributes to include FTS weights, see Displaying FTS weight in a results list on page 303. For more information about setting the sort order, see BMC Remedy User help.
282
Configuration Guide
Who can perform a full text search?
Using the Ignore Words List

You can configure the FTS engine to ignore frequently used words (such as and, the, because, and so on) or words that you do not want indexed. Adding entries to the Ignore Words List saves space in the FTS index and speeds up text searches. The FTS option comes with a default set of ignored words that you can modify as needed. Accrue searches that contain words from the Ignore Words List do not find any matching AR System requests for those words. However, the accrue search retrieves requests for the other search terms. For restrictions on FTS, see Limitations of FTS on page 293.
NOTE
The Ignore Words List is different for each supported language.
Who can perform a full text search?

Users must have a fixed or floating FTS license to use the FTS capability. FTS licenses are separate from AR System read/write licenses. If users are assigned a fixed FTS license, they can always perform a search in a field indexed for FTS. If users are assigned a floating FTS license but one is not currently available, they receive a warning the first time they perform a database operation in BMC Remedy User. The system uses the search capabilities of the underlying database (to the degree available). Upon a subsequent search, when a floating license becomes available, an affected user is alerted with a note and can perform a search by using the FTS capability. For more information about who can use full text search, see Who can perform a full text search? on page 283.
To license a user for FTS

1 In BMC Remedy User, open the User form. 2 Search the database for the user who you want to license for FTS. Figure 12-1: License area of User form
3 Select the Full Text License Type option for the type of FTS license that you want
the user to have: Fixed or Floating.
283
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.
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 is 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 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.
Performing a search in a field indexed for FTS

In most cases, performing a qualified search on a field indexed for FTS returns results consistent with a database search. Users can still use the search strings and search patterns they are already familiar with. The search method that the FTS engine uses depends on the following factors: The original search criteria as entered by the user The query-by-example (QBE) match settings of the field The FTS Search Options setting of the server The type of full text index created for the field FTS uses these factors to determine the final search criteria. Succeeding factors override preceding factors. For example, if a user includes a leading wildcard as part of a full text search, but the FTS Search Options setting is set to Ignore Leading Wild Card, FTS ignores the wildcard that the user entered. See How QBE settings affect FTS on page 290 for more information. The FTS engine uses the final search criteria to search the contents of all requests indexed for that field, and it uses one of three search methods: Word or Phrase search Accrue search Literal search
284
Configuration Guide
Using FTS
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.
Word or Phrase search

During a word or phrase search, the FTS engine finds requests that contain the specified word or phrase in the field. To perform a word or phrase search, use double-quotation marks around the words you want to search for. The syntax for the search qualification is:
field LIKE "word1 word2 . . . wordN"
For example, to search for the phrase firewall blocked, type:

field LIKE "firewall blocked"
With this example, a full text search finds 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 290. The following table outlines the expected search results using a word or phrase search.
Table 12-1: Results of searches that use a word or phrase search (Sheet 1 of 2) Qualification field LIKE firewall blocked Example data firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access + + + Matches +
285
Table 12-1: Results of searches that use a word or phrase search (Sheet 2 of 2) Qualification field LIKE %firewall block% Example data firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access field LIKE %firewall blocks% firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access field LIKE blocks firewall blocks access firewall will block access firewall blocking my access firewall blocked her access have the firewall block access firewall is not working try blocking his access field LIKE %blocks% firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access + + + + + + + + + + + Matches +
firewall did not block access +
286
Configuration Guide
Using FTS
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.
Table 12-2: Results of searches that use an accrue search Qualification field LIKE firewall,blocking Example data firewall blocks access firewall will block access firewall blocking my access firewall blocked her access have the firewall block access firewall is not working try blocking his access field LIKE firewall,blocked% firewall blocks access firewall will block access firewall blocking my access firewall blocked her access have the firewall block access firewall is not working try blocking his access Matches + + + + + + + + + + + + +
287
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 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 stringToBeSearchedFor
For example, to search for the word firewall, enter:

field LIKE firewall
With this example, a full text search finds 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.
Table 12-3: Results of searches that use a literal search (Sheet 1 of 2) Qualification field LIKE firewall Example data firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access field LIKE firewall will block access firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access + Matches
288
Configuration Guide
Using FTS
Table 12-3: Results of searches that use a literal search (Sheet 2 of 2) Qualification field LIKE %firewall% Example data firewall blocks access firewall will block access firewall blocking my access firewall blocked her access have the firewall block access firewall is not working try blocking his access field LIKE firewall% firewall blocks access firewall will block access firewall blocking my access firewall blocked her access have the firewall block access firewall is not working try blocking his access field LIKE blocks firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access field LIKE %blocks% firewall blocks access firewall will block access firewall blocking my access firewall blocked her access firewall did not block access have the firewall block access firewall is not working try blocking his access + + + + + + Matches + + + + + +
289
Searching for word stems

The FTS engine uses stemming to search for common variations of word stems. For example, a word search for the term block returns requests containing these terms: block blocks blocked blocking Searching for blocking returns the same set of requests. Stemming is not used in the following searches: Wildcard searchesFor example, if the search term is %blocking%, only requests containing blocking are returned. Case-sensitive searchesFor example, a case-sensitive search for block returns only requests containing block.
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 returns requests with fire and backfire. Searching with fire% returns requests with fire and firewall. Searching with %fire% returns all combinations.
Using the query-by-example (QBE) method

The QBE Match field property affects QBE searches as follows: If the property is not set to Equal, appropriate wildcards are added to the search terms automatically. If the property is set to Equal, you must add the appropriate wildcards to the search terms.
NOTE
Attachments cannot be searched with the QBE method unless a special Form Search field is present on the form. For more information, see Adding a form search field to a form on page 291.
How QBE settings affect FTS

Enter a QBE in any field indexed for FTS, according to the following syntax:
left,center,right
290
Configuration Guide
Using FTS
However, be aware that the property settings influence how an accrue search works, as shown in the following table.
Table 12-4: Effects of accrue searches QBE Match property setting Effect on search criteria Anywhere %left,center,right% BMC Remedy User adds wildcards to the start and end of the search. The server makes a special interpretation of these search criteria for a full text search and places a leading and trailing wildcard around each search term. For example: %left%,%center%,%right% Leading left,center,right% BMC Remedy User adds a wildcard to the end of the search. The server makes a special interpretation of these search criteria for a full text search and places a trailing wildcard after each search term. For example: left%,center%,right% Equal left,center,right BMC Remedy User does not add any wildcards to the search string, but it uses the EQUAL (=) operator instead of the LIKE operator. This has no effect on the servers full text search.
Using the advanced search bar method

Searches performed by the advanced search bar method are affected by the FTS Search Options setting on the FTS tab of the Server Information form. Otherwise, the search qualification is exactly as specified.
Adding a form search field to a form

To provide a shortcut method for specifying expanded FTS qualifications, add a form search field (a display-only field with field ID 178) to a form. Then, use that field to search all full text indexed fields on the form with an expanded OR search. For example, if the Description and Worklog fields on a form are indexed for FTS and the user performs a QBE search by supplying the search term firewall in form search field, the qualification generated on the server is:
'Description' LIKE "firewall" OR 'Worklog' LIKE "firewall"
On a form where a single attachment field is the only field indexed for FTS, you can use this feature to provide a QBE search for the attachment field. Otherwise, only the advanced search bar method is available for searching attachments.
IMPORTANT
Use caution when labeling the form search field, so users do not get the impression that using this field searches all fields on the form. The feature searches only fields indexed for FTS.
Chapter 12 Using full text search 291
NOTE
This feature is available only from version 7.0 or later clients. For environments with pre-7.0 clients, hide this field for those clients by 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 is not sent to the server (unbeknownst to users), potentially resulting in an unqualified query. Also, if users without a full search text license enter a qualification in the form search field, the AR System server returns an error.
Parametric full text search

Returning a large result set is a common issue with a search system. With a parametric full text search, users can restrict the search criteria by combining FTS and non-FTS fields in a search. Doing so helps the server filter out irrelevant entries and dramatically reduce the size of the result set. Users can search terms in multiple fields for a QBE search or specify an advanced search like the following example: :FTSfield LIKE "firewall" AND 'Create Date' >= "01/01/06" This qualification returns all entries that contain firewall and were created on or after January 1, 2006.
Search strategies
When searching fields for which FTS is enabled, consider the following strategies: Make your searches as specific as possible. The more qualified your searches are, the better the indexes can be used to return only the most relevant entries. A smaller result set produces 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
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"
292
Configuration Guide
Limitations of FTS
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 283. 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$%# @ On a server running a locale of other Western European languages in the ISO 8859-1 character set, words can contain only the following characters, if they are to be indexed under FTS: ABCDEFGHIJKLMNOPQRSTUVWXYZabcdefghij klmnopqrstuvwxyz>> 0123456789$%# @.
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.
293
Selecting fields for FTS indexing

You can only index character, diary, and attachment fields for FTS. Index only fields that are frequently searched, such as work diaries and descriptions of problems, especially if the underlying database does not support searches of these fields. For example, you could perform a search for one or more keywords in a diary field that would retrieve and weigh all AR System requests that describe how to solve a problem suggested by those keywords. You would perform a search on keywords or phrases such as: Forms, tools, screens, and hardware and software products Descriptions of problems or solutions Other areas of interest When you define a field as indexed for FTS, it might take some time before that field is available for searching if there are existing entries in the form. Indexing a field can take several hours, depending on the amount of data in that field, the system load, and other factors. While a field is being indexed for FTS, you can still do non-FTS searches on that field if the underlying relational database permits it. To index a field for FTS, see Defining a field for FTS on page 301. 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 302. 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.
Full text search indexing

AR System uses the arserverd process (arserver.exe on Windows) to insert or delete data in the FTS indexes. Threads from the Full Text Indexing queue perform the indexing. This queue has one thread by default and more threads can be configured if desired. For more information, see Defining queues and configuring threads on page 153. The indexing mechanism is based on an offline model, where indexing tasks are recorded in a system table (ft_pending) in the database during the originating transaction. The originating transaction typically involves a create entry, set entry, merge entry, or delete entry operation on a form where a field indexed for full text search exists.
294
Configuration Guide
Administering FTS
A full text dispatcher thread processes the indexing tasks in real-time on a first-in, first-out basis, queuing them for indexing threads to process. There is no scheduled indexing task like there might be in a traditional search system. As a result of this indexing model, the performance of the originating transaction is affected only marginally by inserting the indexing task record into the system table, and is not subject to delays associated with full text indexing. However, the data might not be immediately available for searching. The size of the delay depends on the size of the indexing queue and the availability of system resources to perform the indexing. If indexing is disabled by the administrator, indexing tasks are still recorded, preserving the changes for later inclusion when indexing is enabled.
Indexing for attachments

Indexing for attachments is selected on a per-field basis, not by attachment pool. Therefore, it is possible to index only some of the attachment fields in a pool. The advantage to indexing only some of the attachment fields can be found in the choice of designating (and appropriately naming) buckets for attachments that are likely to have value when indexed, as opposed to those that will not. The system will attempt to index any attachment that gets placed into an attachment field indexed for FTS. Attachments with unsupported data formats will not be indexed successfully. By guiding users to place attachments in the appropriate buckets, the system can be spared unnecessary processing.
NOTE
If you index an attachment that has an unsupported format, AR System only indicates that occurrence in the Full Text Indexer log. For more information about this log, see the Optimizing and Troubleshooting Guide.
Multiple languages and attachment file formats

With some special considerations for attachment fields, the full text feature can index any content where the character set is compatible with the AR System servers character set. If the AR System server is running as a Unicode server, the full text feature has no restriction on the encoding format of the data content. Content in multiple languages can be indexed and searched. With a non-Unicode AR System server, the data content must be compatible with the servers character set. When indexing and searching attachments with common formats, such as Microsoft Office documents and PDF documents, the full text feature can process the data without a dependency on the servers character set. For plain text files, the full text feature requires that the server recognize the character set of the data.
295
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 294. 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, you must reindex FTS to complete the FTS index upgrade process.
Time required to rebuild a set of indexes

Do not rebuild indexes during normal production hours. Because reindexing rebuilds your entire set of FTS indexes from scratch, it can take a long time, depending on the following factors: The number of fields selected for full text search The amount of data in each field indexed for FTS in each AR System request The system load Whether your indexes are on NFS-mounted or local directories For more information about locating your FTS indexes, see Estimating the size of the FTS index on page 302.
After modifying the Ignore Words List

When you modify the Ignore Words List and do not reindex, your changes affect only entries that are inserted, deleted, or modified after that time. For example, if you added network to the Ignore Words List, the FTS index ignores the word network only for AR System requests added or modified from this time forward. However, the FTS index with the word network would still exist for all requests created before the Ignore Words List was modified. When you reindex all the fields in all your forms that are currently flagged as indexed for FTS, you create a new FTS index that then ignores the word network in all requests. To change the Ignore Words List, see Using the Ignore Words List on page 283.
296
Configuration Guide
Administering FTS
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.
FTS configuration options

This section outlines the configuration options for FTS from the Full Text Search tab of the AR System Administration: Server Information form.
Figure 12-2: Full Text Search configuration options
Table 12-5: FTS tab fields (Sheet 1 of 2) Field name Disable Full Text Searching Description 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 or not a user has a full text license. Host server where the SearchServer software is installed. Port number for the SearchServer host server. The location where search engine configuration files are stored. 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.
FTS Server Host FTS Server Port FTS Configuration Directory Indexing Failure Recovery Interval
297
Table 12-5: FTS tab fields (Sheet 2 of 2) Field name Temporary Table Threshold Description During the processing of search results, the server will create a temporary table if the number of FTS matches reaches this value. If the number of FTS matches is under this value, the server will use the SQL IN operator for a query on an existing table. The default value is 200. During the processing of search results, the server will combine results from sub-queries to arrive at the final result set. If the number of rows created during processing exceeds this value, the server will return an error message indicating that the search is too complex. The default value is 1,000,000. The number of additions, modifications, or deletions that must occur before the server will optimize an index. The default value is 1000. The minimum value is 10. Optimization improves the time it takes to search with an index, but can be an intensive operation. Defines whether full text searching is case sensitive or insensitive. This setting affects all fields indexed for full text search and affects how the indexes are built. Therefore, changes to this setting will trigger an automatic reindex. The default value is case Insensitive. Defines how the server modifies qualifications received from the client. The choices are: Force Leading & Trailing Wildcards Ignore Leading & Trailing Wildcards Ignore Leading Wildcards Remove Leading & Trailing Wildcards Query Unchanged (default) Reindex Initiates the reindexing of all fields selected for full text indexing. This check box is 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. 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. Defines which words are ignored during indexing.
Complex Search Threshold
Indexer Optimization Threshold
Case
Search Options
Disable Full Text Indexer
Ignore Words List
298
Configuration Guide
Administering FTS
Creating index files in a different directory from the default

By default, index files are stored in SearchServerInstallDir\fultext. To create index files in a different directory, modify the FULSEARCH and FULCREATE environment variables.
Windows
In SearchServerInstallDir\bin\hsserver.conf, change the variables as follows:
env.FULSEARCH=${SSHOME}/fultext;yourIndexDirectory env.FULCREATE=yourIndexDirectory
UNIX
In SearchServerInstallDir/bin/hsserver.conf, change the variables as follows:
env.FULSEARCH=${SSHOME}/fultext:yourIndexDirectory env.FULCREATE=yourIndexDirectory
NOTE
The FULSEARCH environment uses a semicolon on Windows and a colon on UNIX.
Troubleshooting FTS
To analyze FTS-related processing, you can use: Full text index loggingRecords all full text indexing operations to the SQL log file, but not full text searching operations. All logging for full text indexing is logged in the ARServerInstallDir/db/ arftindx.log file. 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. SQL loggingRecords all full text searching operations to the SQL log file, but not full text indexing operations. All logging for full text searching is logged in the ARServerInstallDir/db/ arsql.log file, sharing the file with database logging. Entries in this log file that represent search engine activity are prefixed with FTS:.
To enable FTS logging

2 Click the Log Files tab.
299
3 To enable full text index logging: a Select the Full Text Index check box. b Select the option for the type of logging you want:
File Form
c In the Name field, specify a log file name or form.
The default log file name is arftindx.log. The default form name is AR System Log: Full Text Index.
4 To enable SQL logging: a Select the SQL check box. b In the Name field, specify a log file name or form.
The default log file name is arsql.log. The default form name is AR System Log: SQL.
5 Click OK.
For more information, see Server InformationLog Files tab on page 143.
Upgrading FTS
Upgrading from version 7.0.x or 7.1.00 to 7.5.00
If you are upgrading FTS from version 7.0.x or 7.1.00 to 7.5.00, follow these steps:
1 Install SearchServer 6.1.00 as described in the Installation Guide. 2 Select the FTS feature when you upgrade AR System. 3 Perform a reindex operation. (Select the Reindex check box on the FTS tab of Server
Information form. For more information, see FTS configuration options on page 297.)
Upgrading from version 6.0 and earlier

Upgrading of the full text search option from AR System version 6.0 and earlier is a complete replacement, which requires you to complete the following tasks: Install the new search engine and designate key directories for search engine files. Obtain new full text search licenses of types BMC Remedy AR FTS Fixed and BMC Remedy AR FTS Floating. Determine if any attachment fields are appropriate for full text search and select those fields for indexing.
300
Configuration Guide
Defining a field for FTS
Review the fields already selected for indexing. After the search engine is installed and licenses are in place, you can generate a list 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. To save system resources, do not text-index those that do not add value. Build 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.) Remove files associated with the previous search engine. You can remove the following files and directories from your previous FTS installation: The ARServerInstallDir\ftindex subdirectory The ARServerInstallDir\common\arfts or ARServerInstallDir\common\arfts subdirectory The ARServerInstallDir\common\_nti40 subdirectory The following files in the ARServerInstallDir\db:
arftp.lst arftinp.lst
The following files in the ARServerInstallDir or ARServerInstallDir\bin or ARServerInstallDir\common\*\bin:

loc_xlt.* xlt_fn.* vdk200.* arservftd or arfts.exe
IMPORTANT
Back up existing directories and files before removing them.

You can create an FTS index of text in character, diary, or attachment fields. Do not define fields for FTS during normal production hours, especially if you have many AR System requests in the forms for which you are defining FTS fields.
NOTE
The Index For FTS property 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.
301
To define a field for FTS

1 In BMC Remedy Developer Studio, open the form. 2 Select the field. 3 Set the Index For FTS property to True. 4 If the field is defined for literal (whole field) searching, set the Literal FTS Index
property to True. 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.
AR System begins to index the field for FTS. The FTS index for a field is automatically updated and does not require manual administration when you create, delete, or modify requests.
Estimating the size of the FTS index

Place the FTS index in a directory that has sufficient disk space. The directory must be large enough to accommodate at least two times the amount of data that is indexed for FTS. For example, if the total amount of data in all fields you want to be indexed for FTS in all forms is 100 MB, then at least 200 MB of disk space is required for the indexes. This example of determining the size of an FTS index is an approximation only.
To estimate the size of the FTS index

1 Estimate the size of text in your database.
For example, take a small sample of requests and calculate the average size of data in the field. Then, multiply this average by the number of AR System requests to derive the size of text in your database.
2 Use a minimum number of 2 as a multiplier.
The ratio of the size of the FTS index to source text can differ widely based on, for example, the size of your Ignore Words List.
302
Configuration Guide
Displaying FTS weight in a results list

In the Results List Fields page of the Form Properties dialog box, you can configure results lists to display the FTS weight for all requests retrieved.
To display FTS weight in a results list

1 In BMC Remedy Developer Studio, open the form for which you want to define the
results list format.

2 Choose Form > Form Properties. 3 In the Form Properties dialog box, click the Results List Fields link. 4 Click Add. 5 In the Field Selector dialog box, select WEIGHT, and click OK.
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.
6 If necessary, specify a Separator and Width. 7 Click OK. 8 Save the form.
303
304
Configuration Guide
Appendix
Working with the Request ID field

This section describes procedures that can help you improve the performance or enhance the security of your AR System environment. The following topics are provided: Working with the Request ID field (page 306)
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.
Appendix A Working with the Request ID field
305

Every form defined in AR System contains a set of core fields. The Request ID core field has a unique field ID of 1. You can change the fields label to something other than Request ID, but the field ID is always 1. The Request ID field contains a character string that holds a unique index for each request. The form of this string is an optional prefix, which can consist of any alphanumeric characters, followed by a 0-padded numeral (for example, HD0000000000001). The length of the Request ID field must be either 1 or between 5 and 15 characters, inclusive. Specifying a length of 1 causes leading zeroes to be stripped from the value in the Request ID. The prefix can be as long as the total length of the field less five characters. When new requests are submitted, AR System generates a new ID for the request by appending the next available ID to the prefix, if a prefix is specified. The Request ID field contains a unique number sequence. Create other fields to contain information that is specific to your site instead of using the Request ID field. Overloading the Request ID field with other information can restrict your control of this data and can limit the flexibility of searches on the data. The following section contains discuss working with the Request ID value or the Request ID field: Changing the next available ID for new requests on page 306. Changing the Request ID field length or prefix on page 308. Preserving existing Request ID field values on page 309. Changing existing Request ID field values to a new format on page 309. Updating the Request ID field in other AR System tables on page 317.
Changing the next available ID for new requests

The Request ID is used to automatically generate the unique index number that is attached to each AR System request. Under some conditions, you might need to reset the next available ID. For example, you might need to establish different ranges for a similar form on two different servers, or you might need to reserve a range of numbers for later use.
NOTE
Do not change the next available ID to a number lower than the greatest existing ID. The Request ID field value must be unique within AR System, and resetting the ID to a lower number could conflict with existing Request ID field values. If you try to submit a request with an existing ID, AR System will return an error and prevent the request from being submitted until the conflict is resolved. If you must change the next available ID, make the change when the system is not in use to avoid conflicts with users who are submitting new requests.
306
Configuration Guide
To change the next available ID for a form in an SQL database

1 Stop AR System server. 2 Using any front-end tool that allows direct access to an SQL database, log in as a
user with write access to the AR System tables.

3 Connect to the AR System table area. 4 Find the Request ID field for the form you want to modify. 5 Update the next available ID. 6 Restart the AR System server.
Example database commands

The following examples show how to change the next available ID for DB2 Universal, Informix, Oracle, and Microsoft SQL and Sybase databases. In the examples, the next available ID for a form named ZZZ is changed from the current value of 1291 to a new value of 25000.
DB2 Universal database example

>open DB2 command center Connect to AR System. >select name, nextId from arschema where name = 'ZZZ'; NAME NEXTID --- ------ZZZ 1291 1 row(s) retrieved. >update arschema set nextId = 25000 where name = 'ZZZ'; 1 row(s) updated.
Informix database example

% dbaccess - >database ARSystem; Database selected. >select name, nextId from arschema where name = 'ZZZ'; name nextId ZZZ 1291 1 row(s) retrieved. >update arschema set nextId = 25000 where name = 'ZZZ'; 1 row(s) updated. ><Control-C>
Oracle database example

% sqlplus Enter user-name: ARAdmin Enter password: <password> (AR#Admin# by default.) SQL>select name, nextId from ARAdmin.arschema where name ='ZZZ'; NAME NEXTID ------------------------------ ---------ZZZ 1291 SQL>update ARAdmin.arschema set nextId = 25000 where name = 'ZZZ'; 1 row updated.
307
SQL>Commit; commit complete SQL>exit
Microsoft SQL Server and Sybase database example

% isql -Usa Password: <password> 1>use ARSystem 2>go 1>select name, nextId from arschema where name = 'ZZZ' 2>go name nextId ZZZ 1291 ------------------------------ ---------(1 row affected) 1>update arschema set nextId = 25000 where name = 'ZZZ' 2>go (1 row affected) 1>exit
Changing the Request ID field length or prefix

You can change the prefix or length of the Request ID field. The existing Request ID field values are preserved. If you want to change the values to the new format, see Changing existing Request ID field values to a new format on page 309.
To change the length of the Request ID field

1 Log in to BMC Remedy Developer Studio as a user with administrator access. 2 Open the form you want to alter. 3 Select the Request ID field. 4 Set the Input Length property to the desired length in the Input Length field.
The length of the Request ID field must be either 1 or between 5 and 15 characters, inclusive. If you specify 1, leading 0s 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 5 characters greater than the prefix.
5 Save the changes to the form.
To change the prefix of the Request ID field

1 Log in to BMC Remedy Developer Studio as a user with administrator access. 2 Open the form you want to alter. 3 Select the Request ID field.
308
Configuration Guide
4 Set the Default Value property to the desired prefix.
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.
5 Save the changes to the form.
Preserving existing Request ID field values

You might want to preserve the existing Request ID field values of your AR System requests for the following reasons: Backward compatibilityYou might have cross-references that see requests by the Request ID field value. 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. No dataNo requests have been submitted, so there are no Request ID fields to be converted.
Changing existing Request ID field values to a new format

You might want to change the values of existing Request ID fields for your AR System requests for the following reasons: 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: Using an AR Export (.arx) file on page 310. Using SQL commands to shorten the Request ID field on page 311. After implementing one of the strategies in this section, see Updating status history tables on page 317 and Updating attachment tables on page 317.
WARNING
Back up your database before updating field values or tables to make sure your original data is saved if there is a failure during the update.
309
Using an AR Export (.arx) file

You can edit AR Export (.arx) files regardless of the database underlying your AR System. You can use the .arx strategy or a different strategy that bypasses AR System to operate directly in the database.
To change the existing Request ID field format through an AR Export file

1 In BMC Remedy User, open the form you want to change. 2 Create a report. a Choose Tools > Reporting. b In the Report dialog box, choose Report > New. c In the Properties - << New Style >> dialog box, click Add All to add all the fields
to the report style.

d Select the Request ID field under Selected Fields and move it to the top of the list. e Choose Report > Export To > File and use .arx format to save all the data for
the form to a file.

f Close the Report dialog box. 3 Edit the file to change the format of the Request ID field.
See Editing the .arx file on page 311.

4 In BMC Remedy User, delete all requests in the form. 5 In BMC Remedy Data Import, choose File > New Mapping. 6 In the Source Data File field, enter the .arx file you edited. 7 In the Source Form Name, enter the form from which you created the .arx file. 8 In the Target Server and Target Form Name fields, enter the server and form to
which you want to import the data. This is the same server name and form name you used to create the .arx file. (You are simply changing the Request ID field on the same form.)
9 Click Auto Map to map the fields. 10 Click the Options tab. 11 Under the Data Handling panel, select the following options:
Make Non-Core Required Fields Optional Disable Pattern Matching

12 Under the Duplicates panel, select Reject Duplicate Records from the Handle
Duplicate Request IDs By list.

13 Choose Import > Start Import.
310
Configuration Guide
Editing the .arx file

After the first few header lines, the remaining lines in the .arx file have the following format:
DATA "000000000000001" "otherData" 1 "otherData"
where otherData is data from the form. The Request ID field always follows the keyword DATA. In this example, the Request ID field has no prefix and is 15 characters in length. Use a text editor, such as WordPad, to convert the format of the Request ID field. The following procedures show how you can shorten a Request ID field with a length of 15 characters to 10 characters and add a prefix of ABC.
To edit the .arx file in Windows

1 Open the .arx file in a text editor that has a Find/Replace command with a feature
for matching case (for example, WordPad).

2 Use the Find/Replace command to search for DATA "00000000.
NOTE
This command contains 8 zeros. Five of these represent the difference between the original length of 15 characters and the new length of 10 characters. The other 3 zeros represent the spaces to be replaced by ABC.
3 Use the match case feature. 4 Replace all instances of: DATA "00000000
with:
DATA "ABC 5 Save the changes to the file.
To edit the .arx file in UNIX

1 Open the file in a text editor. 2 Type the following command: g /^DATA "00000000/s//DATA "ABC/ 3 Save and close the file.
Using SQL commands to shorten the Request ID field

Only administrators running AR System with an SQL database can update existing request ID field values by directly accessing the SQL database. The syntax for direct access is different for each SQL database that AR System supports.
311
To use the methods described in this section, you must be familiar with basic commands in the SQL command interface. SQL commands bypass AR System completely. If you bypass AR System, verify that all data is valid when you are finished.
TIP
Create a practice table in your database and practice the commands you will issue to make sure that you are issuing the correct commands. Make sure you back up your database or all the relevant tables.
NOTE
When you change the length of the Request ID field in a database table, all related database tables, such as status history tables (H Tables), and Attachment tables (B Tables and BC Tables) must also be updated.
IMPORTANT
Stop AR System before you attempt any database modifications.
Finding the name of the table

Before you can shorten the request ID field value, you must find the table holding the form being changed.
To find the table name

1 Find the correct schema ID for the form with the following query: Select SchemaId, name from arschema order by 2
This query returns a list of schema IDs and associated form names.
2 Find the correct field ID with the following query. (The 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.
3 Use the schema ID, field ID, and information in the following table to construct the
table name.
Table A-1: AR System table name constructs (Sheet 1 of 2) Table name TschemaID TschemaIDCfieldID Description A table that contains the data in your form. A table named T43 indicates that 43 is the schema ID. (Oracle only) A table that contains long text and diary data. For example, a table named T43C536870924 indicates that 43 is the schema ID and 536870924 is the field ID. In many cases, there will be more than one long text or diary field on the form. This format is used for backward compatibility with forms created using AR System versions prior to 4.5.
312
Configuration Guide
Table A-1: AR System table name constructs (Sheet 2 of 2) Table name HschemaID Description A table that contains the Status History information for your form. A table named H43 indicates that 43 is the schema ID. For more information about the status history table, see the Database Reference guide. BschemaID A table that contains a list of all the attachments and related information for each record in your form. A table named B43 indicates that 43 is the schema ID. For more information about the attachment tables, see the Database Reference guide. BschemaIDCfieldID A table that contains the actual Binary objects for attachment fields in your form. A table named B43C536870924 indicates that 43 is the schema ID and 536870924 is the field ID. In this example, the field ID for the attachment field is 536870924. In some cases, there will be more than one attachment field on the form.
NOTE
For TschemaID and BschemaID tables, the request ID column of the table is always named C1. For the HschemaID, TschemaIDCfieldID, and BschemaIDCfieldID 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. The prefix is HD. The field size (including the prefix) will be 8 characters. The 6 represents the number of characters to keep, starting from the right side of
C1. C1 is originally 15 characters long. Make sure that the number of characters in your prefix plus the second parameter in the RIGHT function is equal to the new size of the C1 field.
DB2 database examples
To add a prefix to the TschemaID table, use the following syntax:

update T43 set C1 = 'HD' || RIGHT(C1, 6)
To add a prefix to the BschemaID table, use the following syntax:

update B43 set C1 = 'HD' || RIGHT(C1, 6)
For the HschemaID table, use the following syntax:

update H43 set entryId = 'HD' || RIGHT(entryId, 6)
313
For the BschemaIDCfieldID tables, use the following syntax:

update B43C536870924 set entryId = 'HD' || RIGHT (entryId, 6)
Informix database examples
In the following examples, the request ID is being shortened from 15 to 8 characters. The prefix HD is concatenated to the last 6 characters in the string, consisting of positions 10 through 15. Or Informix databases, you must log in as the root user. To add a prefix to the TschemaID table, use the following syntax:
update T43 set C1 = 'HD'||C1[10,15]

update B43 set C1 = 'HD'||C1[10,15]

update H43 set entryId = 'HD'||entryId[10,15]

update B43C536870924 set entryId = 'HD'||entryId[10,15]
NOTE
In the functions C1[10,15] and entryId[10,15], 10 represents the starting position of the characters to keep, and 15 represents the ending position. Oracle database examples To add a prefix to the TschemaID table, use the following syntax:
update T43 set C1 = 'HD'||substr(C1,10,6);

update B43 set C1 = 'HD'||substr(C1,10,6);

update H43 set entryId = 'HD'||substr(entryId,10,6);

update B43C536870924 set entryId = 'HD'||substr(entryId,10,6);
For the TschemaIDCfieldID tables, use the following syntax:

update T43C536870924 set entryId = 'HD'||substr(entryId,10,6);
NOTE
In the functions substr(C1,10,6) and substr(entryId,10,6), 10 represents the starting position of the characters to keep, and 6 is the number of characters to keep. Microsoft SQL Server and Sybase database examples To add a prefix to the TschemaID table, use the following syntax:
update T43 set C1 = "HD"+ RIGHT(C1, 6)

update B43 set C1 = "HD" + RIGHT(C1, 6)
314
Configuration Guide

update H43 set entryId = "HD" + RIGHT(entryId, 6)

update B43C536870924 set entryId = "HD" + RIGHT (entryId, 6)
Changing existing Request ID field value format when the Request ID does not have a prefix
The following examples assume that the table is named T43 and that the field size will be 8 characters. The 8 represents the number of characters to keep, starting from the right side of C1. C1 is originally 15 characters long. Make sure that the number of characters in the second parameter in the RIGHT function is equal to the new size of the C1 field and that the sum of the two numeric values in the SUBSTR function is 16 (1 greater than the original length of C1). DB2 database examples To add a prefix to the TschemaID table, use the following syntax:
updcolate T43 set C1 = RIGHT(C1, 8)

update B43 set C1 = RIGHT(C1, 8)

update H43 set entryId = RIGHT(entryId, 8)

update B43C536870924 set entryId = RIGHT (entryId, 8)
Informix database examples
For Informix databases, you must log in as the root user. In the following examples, the Request ID is being shortened from 15 to 8 characters. The request ID will consist of the last 8 characters in the string, consisting of positions 8 through 15. To add a prefix to the TschemaID table, use the following syntax:
update T43 set C1 = C1[8,15]

update B43 set C1 = C1[8,15]

update H43 set entryId = entryId[8,15]

update B43C536870924 set entryId = entryId[8,15]
NOTE
In the functions C1[8,15] and entryId[8,15], the 8 represents the starting position of the characters to keep and 15 represents the ending position.
315
Oracle database examples
To add a prefix to the TschemaID table, use the following syntax:

update T43 set C1 = substr(C1,8,8);

update B43 set C1 = substr(C1,8,8);

update H43 set entryId = substr(entryId,8,8);

update B43C536870924 set entryId = substr(entryId,8,8);
For the TschemaIDCfieldID tables, use the following syntax:

update T43C536870924 set entryId = substr(entryId,8,8);
NOTE
In the functions substr(C1,8,8) and substr(entryId,8,8), the first 8 represents the starting position of the characters to keep, and the second 8 is the number of characters to keep. Microsoft SQL Server and Sybase database examples To add a prefix to the TschemaID table, use the following syntax:
update T43 set C1 = RIGHT(C1, 8)

update B43 set C1 = RIGHT(C1, 8)

update H43 set entryId = RIGHT(entryId, 8)

update B43C536870924 set entryId = RIGHT (entryId, 8)
Using SQL commands to lengthen the Request ID field value

The format for all the supported databases is the same for lengthening the Request ID field format as with shortening the Request ID field format. See Using SQL commands to shorten the Request ID field on page 311 for hints about how to run the SQL interface and find the name of the table to be changed. In the following examples, the length of the field is restored to 15 characters (the maximum length allowed) from the current 10 characters by adding 5 leading zeros to the existing value of the Request ID field and assigning the resulting 15character 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
316
Configuration Guide
Informix
% update T43 set C1 = '00000' || C1
Oracle
% update T43 set C1 = '00000' || C1
Sybase and Microsoft SQL Server

% update T43 set C1 = '00000' + C1
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.
Updating the Request ID field in other AR System tables

When you change the Request ID in a main data table, you must also consider whether you need to make a similar change to the status history table and attachment tables.
Updating status history tables

Status history information is stored in a separate table. This table uses the Request ID field as the link to the main table. Accordingly, you use the same procedure to change the Request ID field values in the status history table as you do in other tables. To update the status history table, use the commands described in the previous examples, substituting H43 for T43 and entryId for C1. For more information, see AR System table name constructs on page 312. For more information about the status history table, see the Database Reference.
Updating attachment tables

Attachment information is stored in two tables: Attachment Details tableHolds attachment characteristics, such as the name and size of the attachment. Attachment Data tableHolds the actual attachment. These tables use the Request ID field as the link to the main table. Accordingly, you use the same procedure to change the Request ID field values in the status history table as you do in other tables. The Attachment Details table is named with a B followed by the schema ID (for example, B3). The Attachment Data table is named with a B followed by the schema ID, followed by C, followed by the attachment field ID. For example, the Attachment Data table might be called B7C536870920, where 7 is the schema ID, and 536870920 is the attachment field ID.
317
The column holding the Request ID in the Attachment Details table is named C1, and in the Attachment Data table, it is named entryId. To update the Request ID field in the attachment tables, use the commands described in the previous examples, substituting the appropriate table name, and using C1 or entryId for the Request ID. For more information, see AR System table name constructs on page 312. For more information about attachment tables, see the Database Reference.
318
Configuration Guide
Appendix
AR System configuration files
This section contains information about the AR System configuration files. Each file name is listed by its UNIX name. Where it is different, the Windows equivalent is listed in parentheses after the UNIX name. The following topics are provided: ar (page 320) ar.conf (ar.cfg) (page 320) ardb.conf (ardb.cfg) (page 364) armonitor.conf (armonitor.cfg) (page 367)
Appendix B
319
ar
Description The ar file contains the list of AR System servers to which the client tools (BMC Remedy User, BMC Remedy Developer Studio, and BMC Remedy Alert) connect if no servers are specified on startup. The ARGetListServer function uses this file to return a list of available servers. The format of this file consists of two fields separated by a space or tab:
serverName serverInformationList
The serverName 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 serverInformationList 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 UNIXARSystemServerInstallDir/conf/ar WindowsARSystemHomeDir\ar
ARCONFIGDIR
UNIX onlySpecifies the directory where the ar.conf file and other AR System configuration files are stored. The arsystem script sets ARCONFIGDIR to ARSystemServerInstallDir/conf, and you should not need to change this value. However, arsystem does not modify ARCONFIGDIR if a preset value is found. 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 The ar.conf (UNIX) or ar.cfg (Windows) file contains AR System server configuration changes and is dynamically created when you install AR System server. When you make a server configuration change in the AR System Administration: Server Information form, the configuration parameters and their new values appear in the ar.conf (ar.cfg) file. Any process can use the ARGetServerInfo function to retrieve configuration information from the ar.conf (ar.cfg) file. With the ARSetServerInfo function, you can modify the information. Updates made using ARSetServerInfo take effect immediately. Manual changes to the file do not take effect until the AR System server process is restarted or signaled to reread the configuration file with arsignal -c.
320
Configuration Guide
ar.conf (ar.cfg)
Synopsis Options
UNIXARSystemServerInstallDir/conf/ar.conf WindowsARSystemServerInstallDir\Conf\ar.cfg The format of this file consists of two fields separated by a space or tab:
parameter: value
Each parameter represents a particular configuration option. The associated value represents the current setting for that option. All numeric values are in a base 10 system. The available configuration options (and the valid settings for each) are described in the following table. Lines that do not begin with one of these options are ignored. Lines with a pound sign (#) in column 1 are treated as comments and ignored. The following table lists the options available for the ar.conf (ar.cfg) file. Unless otherwise denoted by the tables footnotes, you can also set these options in the AR System Administration: Server Information form.
NOTE
All parameters in the configuration file can be updated manually. Entries are caseand space-sensitive, so be careful when making any manual updates to this file.
Table B-1: ar.conf (ar.cfg) file options (Sheet 1 of 43) Option Active-Link-Dir Description The directory where active link server run processes are stored. Only commands located in the specified directory can be run. This is a security feature that makes sure clients or API programs can use only a safe set of server processes. (UNIX only) A shell that will be the parent of any active link server process. This parameter causes the server to start the shell with the specified process as a parameter. This is a security feature. The specified shell might be a security shell that verifies a path, or runs with a user ID other than the one that the server uses. For example, if the server runs as root and an administrator specified a shell that runs as a lower user privilege, an active link will invoke the shell that runs as a user, instead of as root. You can also set this parameter in the Advanced tab of the AR System Administration: Server Information form. See Configuring AR System servers on page 118 for more information. Admin-Only-Mode A setting indicating that only administrators and subadministrators can access the server. Valid values for this option are T and F. The default is F (not in admin-only mode). Full path name of the Assignment Engine log file. Size of the Assignment Engine log file in MB. Specifies whether Assignment Engine logging is turned on. The values are ON and OFF.
Active-Link-Shell
AE-Log-File2 AE-Log_File_Size2 AE-Log2

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
321
Table B-1: ar.conf (ar.cfg) file options (Sheet 2 of 43) Option AE-Poll-Interval2 Description Defines the interval (in minutes) at which the Assignment Engine polls the AR System server. If this option is not specified, the Assignment Engine polls every 5 minutes. Full path name of the Assignment Engine trace file.
2
AE-Trace-File2 AE-Trace_File_Size AE-Trace2 Alert-Check-Users
Size of the Assignment Engine trace file in MB. Specifies whether Assignment Engine tracing is turned on. The values are ON and OFF. Tells the AR System server to check all registered alert user connections at startup time. This might slow the startup process, but it removes all inaccessible connections. Valid values for this option are T and F. The default is F (do not check alert users). The number of times the server will retry the connection attempt when connecting to an alert client fails. The default is 1 retry. The name of the file to use if alert logging is turned on (see Debug-mode on page 333). This argument is expressed as the full path name. 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-Connect-Retries2 Alert-Log-File Alert-Ignore-ActualClient-IP2
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. 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. 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. Indicates whether the AR System server accepts guest users (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).
Alert-Send-Timeout
Allow-Backquote-InProcess-String Allow-Guest-Users
1 2
322
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 3 of 43) Option Allow-Unqual-Queries Description Indicates whether the AR System server allows unqualified searches. Unqualified searches are ARGetListEntry or ARGetListEntryWithFields calls in which the qualifier parameter is either NULL or has an operation value of 0 (AR_COND_OP_NONE). These searches can cause performance problems because they return all requests for a given form. (This operation is especially problematic for large forms.) Valid values for this option are T and F. The default value is T (allow unqualified searches). Specifies whether applications such as the Approval Server or Reconciliation Engine listen for the AR System server's signal directly (F) or listen for the application dispatcher to signal (T). If your application relies upon the application dispatcher, set Alternate-Approval-Reg to T. To verify that arsvcdsp is configured to start with the AR System server, check the armonitor.cfg (armonitor.conf) file. API-Log-File Approval-Defn-CheckInterval2 Approval-Log-File2 Approval-Notify2 The name of the file to use if API logging is turned on (see Debug-mode on page 333). This argument is expressed as the full path name. The interval (in seconds) at which the Approval Server will check for changed or updated data in the data definition forms. Full path of the Approval Server log file. Specifies the approval notifications configured from the Server Settings dialog box. There is an Approval-Notify entry for each ID. The syntax is as follows: Approval-Notify: ID value Do not be make these changes in the ar.cfg (ar.conf) file. From the AP:Administration form, click the Server Settings link to open a dialog box with configuration settings for the Approval Server. Approval-RPC-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. Virtual path to the web document directory for the Approval Server. Specifies a base distinguished name (DN) to be used instead of the root DN as the starting point for discovering vendor tables when you are designing vendor forms. For example: ARBDC-LDAP-Base-DN: CN=Users, DC=ldapesslab, DC=com 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.
Alternate-Approval-Reg2
Approval-Web-Doc-Dir2 ARDBC-LDAP-Base-DN2
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.
1 2
Appendix B
323
Table B-1: ar.conf (ar.cfg) file options (Sheet 4 of 43) Option ARDBC-LDAP-Cert-DB2 Description The directory name of the certificate database. The cert8.db, 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-ConnectTimeout2 For future use. This option is not yet implemented. 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-RPCTimeout 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 ARDBC-LDAP-Hostname2 This option is obsolete in version 7.0 and later versions. 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: server1.eng.remedy.com ARDBC-LDAP-Key-DB2 ARDBC-LDAP-Key-Password2 ARDBC-LDAP-Page-Size
2
This option is not yet implemented. This option is not yet implemented. Configures the page size in the pagedResultsControl of the ARDBC LDAP plug-in search request. It specifies the number of entries to be returned in a single page from the external directory server in the set of results to the client when processing a search request containing the pagedResultsControl. The maximum value for this parameter is 100,000 and the minimum value is 100. The default value is 10,000 if no value is set. The syntax for this parameter is as follows: ARDBC-LDAP-Page-Size: int For example: ARDBC-LDAP-Page-Size: 1000 For information about ARDBC LDAP, see the Integration Guide.
ARDBC-LDAP-Port2
1 2
The port number on which the directory service is listening for clients.
324
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 5 of 43) Option ARDBC-LDAP-Time-Format2 Description Maps date and time data into one of several formats that various LDAP servers recognize. Valid values are as follows: 0Generalized Time Format YYYYMMDDHHMMSSZ This format is recognized by all LDAP servers and is recommended. 1AD Generalized Time Format YYYYMMDDHHMMSS.0Z This format is recognized by Microsoft Active Directory servers only. 2UTC Time Format YYMMDDHHMMSSZ This is a historical format and does not indicate the century. It is not recommended. ARDBC-LDAP-Use-Cache2 Activates caching of search requests. The values are T and F. After a cache is enabled, search requests issued via the ARDBC plug-in will be cached. Subsequent matching search requests will be satisfied from the cache. 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 ARDBC-LDAP-UsingSSL2 Establishes a secure socket layer (SSL) connection to the directory service. The values are T and F. If you use LDAP over SSL, then you must also specify the file name of the certificate database used to establish the connection. AREA-LDAP-Bind-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 cert8.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.
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 AR System configuration files 325
Table B-1: ar.conf (ar.cfg) file options (Sheet 6 of 43) Option AREA-LDAP-Chase-Referral2 Description Enables automatic referral chasing by LDAP client. The options are T and F. By default, referrals are not chased (F). This option is for Microsoft Active Directories only. AREA-LDAP-ConnectTimeout2 Specifies the number of seconds that the plug-in waits to establish a connection with the directory service. The minimum value is 0, in which case, the connection must be immediate. The maximum value is the External-Authentication-RPC-Timeout setting. If the AREA-LDAP-Connect-Timeout setting is not specified, the default value is set to the value of External-Authentication-RPC-Timeout setting (the default is 40 seconds). For example, to set the connection timeout for the AREA LDAP plug-in to 5 seconds, enter: AREA-LDAP-Connect-Timeout: 5 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. 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. The base of LDAP directory to search the groups from. The following keywords are used to substitute runtime parameters into this option. Note that the backwards slash (\) is necessary. $\USER$The user's login name. $\DN$The user's distinguished name. This applies only to the Group Base Name and Group Search Filter. It does not apply to the User Base name and User Search filter. $\AUTHSTRING$The value that users enter into the Authentication String field at the time they log in. $\NETWORKADDR$The IP address of the AR System client accessing the AR System server. AREA-LDAP-Group-Default2 Default groups to which the user belongs if no group information is available from the directory service. If there are multiple groups, use a semicolon to separate one from another.
AREA-LDAP-Email-Default2 AREA-LDAP-Group-Base2
1 2
326
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 7 of 43) Option AREA-LDAP-Group-Filter2 Description 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. $\USER$The user's login name. $\DN$The user's distinguished name. This only applies to the Group Base Name and Group Search Filter. It does not apply to the User Base Name and User Search Filter. $\AUTHSTRING$The value that users enter into the Authentication String field at the time they log in. $\NETWORKADDR$The IP address of the AR System client accessing the AR System server. AREA-LDAP-Hostname2 AREA-LDAP-Lic2 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. 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. 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-LicApp2
AREA-LDAP-LicApp-Default2 The value the AREA LDAP plug-in uses if the AREA-LDAP-LicApp attribute is not specified or has no value for the user. AREA-LDAP-Lic-Default2 AREA-LDAP-LicFTS2 The value the AREA LDAP plug-in uses if the AREA-LDAP-Lic attribute is not specified or has no value for the user. The name of the attribute that specifies the type of Full Text Search (FTS) license issued. This attribute corresponds to the Full Text License field in the AR System User form. If the attribute is not specified, the specified default or a system default is applied.
AREA-LDAP-LicFTS-Default2 The value the AREA LDAP plug-in uses if the AREA-LDAP-LicFTS attribute is not specified or has no value for the user.
1 2
Appendix B
327
Table B-1: ar.conf (ar.cfg) file options (Sheet 8 of 43) Option AREA-LDAP-LicMask2 Description The attribute that specifies the license mask. The bits of the binary format of the specified integer indicate how to mask the license information returned from the AREA LDAP plug-in. The integers are: 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-LicMaskDefault2 AREA-LDAP-LicRes12 The value the AREA LDAP plug-in uses if the AREA-LDAP-LicMask attribute is not specified or has no value for the user. The name of the attribute that specifies the type of Reserved license issued. If the attribute is not specified, the specified default or a system default is applied. The value the AREA LDAP plug-in uses if the AREA-LDAP-LicRes1 attribute is not specified or has no value for the user. The name of the attribute that specifies the default notification mechanism for the user. This attribute corresponds to the Default Notification Mechanism field in the AR System User form. If the attribute is not specified, the specified default or a system default is applied. The value the AREA LDAP plug-in uses if the AREA-LDAP-NotifyMeth attribute is not specified or has no value for the user. The port number on which the directory service is listening for clients.
2
AREA-LDAP-LicRes1Default2 AREA-LDAP-Notify-Meth2
AREA-LDAP-Notify-MethDefault2 AREA-LDAP-Port2 AREA-LDAP-Use-Groups AREA-LDAP-User-Base2
Retrieves the group information from the LDAP server. If this parameter is not set, the group information from AR System Group form is used. The user base in the LDAP directory to search for the user. The following keywords are used to substitute runtime parameters into this option. Note that the backwards slash (\) is necessary. $\USER$The user's login name. $\DN$The user's distinguished name. This only applies to the Group Base Name and Group Search Filter. It does not apply to the User Base Name and User Search Filter. $\AUTHSTRING$The user enters into the Authentication String field at the time they log in. $\NETWORKADDR$The IP address of the AR System client accessing the AR System server.
1 2
328
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 9 of 43) Option AREA-LDAP-User-Filter2 Description The LDAP search filter used to locate the user in the directory from the base that the AREA-LDAP-User-Base option specifies. The following keywords are used to substitute runtime parameters into this option. Note that the backwards slash (\) is necessary. $\USER$The user's login name. $\DN$The user's distinguished name. This only applies to the Group Base Name and Group Search Filter. It does not apply to the User Base Name and User Search Filter. $\AUTHSTRING$The value that the user enters into the Authentication String field at the time they log in. $\NETWORKADDR$The IP address of the AR System client accessing the AR System server. AREA-LDAP-UseSSL2 Establishes a secure socket layer (SSL) connection to the directory service. The values are T and F. If you use LDAP over SSL, then you must also specify the file name of the certificate database used to establish the connection. 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;). No longer used as of release 7.5.00. The Java command options for a virtual machine (VM). The options are documented in the Javadocs. The name of the file to use if arforkd logging is turned on (see Debugmode on page 333). This argument is expressed as the full path name. This file is not subject to the maximum file size specified in the Max-LogFile-Size option.
ARF-Java-Class-Path2 ARF-Java-VM-Options Arfork-Log-File

2
1 2
Appendix B
329
Table B-1: ar.conf (ar.cfg) file options (Sheet 10 of 43) Option Authentication-ChainingMode Description This parameter enables the administrator to use more than one type of authentication on the same system. The values for Authentication-Chaining-Mode are as follows: 0 (Off)Use the default behavior as in releases prior to 6.3. 1 (ARS - AREA)Use internal authentication as the primary method; use external authentication via the AREA plug-in as the secondary method. 2 (AREA - ARS)Use external authentication via the AREA plug-in as the primary method; use internal authentication as the secondary method. 3 (ARS - OS- AREA)If authentication fails in AR System (internal authentication), use the operating system authentication (for example, NT domain authentication). If the OS fails, try external authentication (AREA). 4 (ARS - AREA - OS)If authentication fails in AR System, try AREA. If AREA fails, try the OS authentication. If Authentication-Chaining-Mode is set to a value of 1 or 2, the Authenticate-Unregistered-Users parameter will be ignored. If the Crossref-Blank-Password parameter is enabled, and Authentication-Chaining-Mode is set to a value of 1 or 2, users who have a blank password in their User record will be permitted to log in to the system without a password (that is, a NULL password). Values 3 and 4 of Authentication-Chaining-Mode provide you with greater flexibility. A typical scenario might be that your external users are authenticated with an AREA plug-in, and internal users are authenticated by the NT domain. You would not want internal users to be authenticated against the User form. For values 3 and 4 to work, the user must exist in the User form with a blank password, and if the Crossref-Blank-Password parameter is enabled and Authentication-Chaining-Mode is set to a value of 1, 3, or 4, AR System ignores those options and authenticates the user that has a blank password in the User form. This prevents a user with a NULL password from logging in to the system when the AuthenticationChaining-Mode option is turned on. For more information on AREA, see the Integration Guide.
1 2
330
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 11 of 43) Option Cache-Display-Properties2 Description 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: Cache only server display properties. (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: No longer supported as a unique option. Defined the same as 3. 2: No longer supported as a unique option. Defined the same as 3. 3: Cache all form display properties. The default is 3. If there is no Cache-Display-Properties option in the ar.conf (ar.cfg) file, the server caches all form display properties. Cache-Mode Enables a cache mode that is optimized for developing applications and where user operations might be delayed when changes are made to forms and workflow. A value of 1 turns on development cache mode; a value of 0 (zero) turns off development cache mode; the server is in production mode. If there is no entry in the ar.cfg (ar.conf) file, development cache mode is off. The following example shows development cache mode on: Cache-Mode: 1 Cancel-Query-Option2 Changed-By-Another-Check Allows control over whether cancel query functionality of user tool is enabled. Valid settings are 0 (inactive) and 1 (active). The default is 1. A setting indicating whether the system will check if an entry has been changed by another user since you retrieved the entry. If you attempt to save modifications to an entry, you will receive a warning and must confirm the save. Valid values for this option are T and F. The default is T (perform the check and issue a warning). A setting indicating whether indexes for the database are clustered. Valid values for this option are T and F. The default is T (use a clustered index). You must set this configuration before you start the AR System server. Number of times to retry an ARCreateEntry() during deadlock situations. Integer value. Delay, in seconds, between each retry of a deadlocked ARCreateEntry(). Integer value. A flag indicating how the system responds when a 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).
Clustered-Index
Create-Entry-DeadLockRetries2 Create-Entry-DeadLockRetries-Delay2 Crossref-Blank-Password
1 2
Appendix B
331
Table B-1: ar.conf (ar.cfg) file options (Sheet 12 of 43) Option Currency-Ratio-ClientRefresh-Interval2 DB2-Database-Alias DB2-Free-Lob-LocatorFrequency2 Description Number of minutes between each refresh of currency conversion ratios on the client. The DB2 database alias name for the AR System database. Indicates how often DB2 frees the LOB locator (Large OBject locator). The default value is 50, which results in the LOB locator being freed after every 50 LOBs have been loaded. The recommended value for AR System application is 5. The name of the DB2 database server. UNIX onlyThe home directory for the underlying database (applicable for SQL databases only). This argument is expressed as the full path name. Oracle only. Enables certain case-insensitivity functionality within Oracle database. Requires you to restart the AR System server. Important: If this option is set to True, AR System on Oracle performs a full-table scan and does not use indexes, even if you search only for the request ID (C1-field). Almost every statement from AR System makes a full table scan in the Oracle database, which can cause performance problems. 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: Unicode (UTF-16)UTF-16 UCS-2 Unicode (UTF-8)UTF-8 Db-Connection-Retries2 Db-Max-Attach-Size2 Number of times the AR System Server will retry a lost connection to the database. The default is 100. The maximum size (in bytes) for attached files in the Oracle RDBMS. The default value is 2 GB. The maximum value allowed is limited by your server operating system and configuration. The maximum size allowed for long character text data in Oracle, SQL Server, and Sybase databases. For Oracle databases, this value is also used for memory allocation during the processing of long text data; therefore, you must use it conservatively. The default for an Oracle database is 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. 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.
1 2
DB2-Server-Name Dbhome-directory1 Db-Case-Insensitive1
Db-Max-Text-Size2
Db-name1
332
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 13 of 43) Option Db-password Description 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. The user name that AR System uses to access the underlying database (Oracle, Sybase, or MS SQL). The default is ARAdmin. The group name to which a user must belong to allow logging options such as API, Database, and Filter logging to be turned on in AR System clients. Logging options are disabled for users who are not members of the specified group. The group names can be Public, Administrator, Sub Administrator, or Browser. You can also set this option in the Client-Side Logging Group field on the Log Files tab. A bitmask indicating the server logging modes. Each bit has a corresponding value. To activate one bit, supply its value for the Debugmode option. To activate two or more bits, add the values, and supply the total. (For example, to activate bits 1 and 3, use the number 5 because bit 1 has a value of 1, and bit 3 has a value of 4.) To deactivate a bit, subtract its value from the Debug-mode total. The value of Debug-mode indicates that the corresponding information is being logged in the log file. Bit 1 (Value=1)Turns on SQL logging for the arserverd process (applicable for SQL databases only). The default file for SQL logging is arsql.log (located in the directory specified for the Serverdirectory option). You can override this default by using the SQLLog-File option. Bit 2 (Value=2)Turns on filter logging for the arserverd process. The default file for filter logging is arfilter.log (located in the directory specified for the Server-directory option). You can override this default by using the Filter-Log-File option. Bit 3 (Value=4)Turns on user logging for the arserverd process. The default file for user logging is aruser.log (located in the directory specified for the Server-directory option). You can override this default by using the User-Log-File option. Bit 4 (Value=8)Turns on escalation logging for the arserverd process. The default file for escalation logging is arescl.log (located in the directory specified for the Server-directory option). You can override this default by using the Escalation-Log-File option. Bit 5 (Value=16)Turns on API logging for the arserverd process. The default file for API logging is arapi.log (located in the directory specified for the Server-directory option). You can override this default by using the API-Log-File option.
1 2
Db-user1 Debug-GroupId
Debug-mode
Appendix B
333
Table B-1: ar.conf (ar.cfg) file options (Sheet 14 of 43) Option Debug-mode (continued) Description Bit 6 (Value=32)Turns on thread logging for the arserverd process. The default file for thread logging is arthread.log (located in the directory specified for the Server-directory option). You can override this default by using the Thread-Log-File option. Bit 7 (Value=64)Turns on alert logging for the arserverd process. The default file for alert logging is aralert.log (located in the directory specified for the Server-directory option). You can override this default by using the Alert-Log-File option. Bit 8 (Value=128)Turns on arforkd logging for the arserverd process. The default file for arforkd logging is arforkd.log (located in the directory specified for the Server-directory option). You can override this default by using the arfork-Log-File option. Bit 9 (Value=256) Turns on server group logging for the arserverd process. The default file for server group logging is arsrvgrp.log (located in the directory specified for the Server-directory option). You can override this default by using the Server-Group-Log-File option. Bit 10 (Value=512)Turns on logging for full text indexing. The default file for full text indexer logging is arftindx.log (located in the directory specified for the Server-directory option). You can override this default by using the Full-Text-Indexer-Log-File option. Bit 16 (Value=32768)Turns on DSO server logging for the arservdsd process (applicable for Distributed Server Option only). The default file for DSO server logging is ardist.log (located in the directory specified for the Server-directory option). You can override this default by using the Distrib-Log-File option. Bit 17 (Value= 65536)Turns on Approval Server logging. Specify the location for the log file arapprov.log using the AP: Admin-Server Settings form, accessed from the Approval Menu > Server Settings command. Bit 18 (Value=131072)Turns on plug-in logging for the arserverd process. The default file for plug-in logging is arplugin.log (located in the directory specified for the Server-directory option). You can override this default by using the Plugin-Log-File option. Default allowable currency types used for Currency fields in clients. Default functional currency types used for Currency fields in clients. The default value to order search results. Valid values are T and F. T indicates that there is a default order, which is to sort by entry ID. F indicates that there is no default order and no order clause is added to the command if there is not a specific sort order specified. The default is T (apply default sort order). The URL to the directory path for the default web server pointing to the AR System server.
Default-AllowableCurrencies Default-FunctionalCurrencies Default-Order-By2
Default-Web-Path
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. Configuration Guide
334
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 15 of 43) Option Delay-Recache-Time2 Description 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. A flag that indicates whether administrator operations are allowed on the server. The values for this option are 0 (disabled) and 1 (enabled). The default is 0. If the Server Groups check box is selected, this setting is ignored. Server groups can be configured in the AR System Server Group Operation Ranking form to make sure that only one server performs the operation. See Configuring servers in a server group on page 167. 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. Allows archive to be disabled (T) or enabled (F) when the server starts up. Indicates whether to audit all records (T), or to audit only those records whose field values have changed (F). The default is F.
1 2
Disable-Admin-Ops
Disable-Archive2 Disable-Audit-OnlyChanged-Fields
Appendix B
335
Table B-1: ar.conf (ar.cfg) file options (Sheet 16 of 43) Option Disable-Client-Operation2 Description Restricts time-consuming operations (such as reporting) during busy times, improving the overall performance. This option can be set to certain times of the day. It can also exclude users of specific groups so that they are not blocked from performing the specified operation. For example, you can allow only the administrator to perform reporting during busy hours. The syntax for this option is: Disable-Client-Operation: tagNumberToDisable [[startTime]-[stopTime]] [groupIDList] The tag number is defined in the ar.h file. To specify start and stop times, enter them in 24-hour format (hh:mm). The times are include times. For example, 00:00-13:59 disables from midnight until 1:59 p.m. The group_ID_list is a list of none, one, or multiple group IDs delimited by spaces. To specify the groups to exclude, enter the group ID. For example: Disable-Client-Operation: 1 13:00-17:59 1 The second and third sections are optional and are delineated by spaces. For example, if you did not specify a start or stop time, the syntax would look like this: Disable-Client-Operation: 2 18:00- 10 To start disabling operations from midnight until 6:00 a.m. excepting group 10, enter: Disable-Client-Operation: 2 -6:00 10 If there is no argument for the second section, the option disables the operations from the client all the time. If there is no argument for the third section (users to exclude), then all users from that client cannot run the operations. You can specify multiple Disable-Client-Operation lines.
1 2
336
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 17 of 43) Option Disable-Client-Operation2 (continued) Description Following are the Disable-Client-Operation tag numbers: 1AR System clients prior to the 5.0 version 2BMC Remedy Administrator (pre-7.5.00) 3BMC Remedy User 4BMC Remedy Import (pre-7.5.00) 5Distributed Server Option 6AR System ODBC 7Approval Server 8AR System web server (waserver) 9Mid tier (version 5.0 and later) 10Palm Pilot 11Flashboards 12Flashboards mid tier 13Enterprise integration 14arreload 15arcache 16ardist 17runmacro 18armaild, armailex (pre-5.1) 20Report creator plug-in 21BMC Remedy Alert 36BMC Remedy Developer Studio 4000Driver (sample program) 4001Distributor of application 4002arhelp 4003arjanitor 4004armenu 4005arstruct 4006artext 4007arsqled 4008archgsel 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 Configuring servers in a server group on page 167.
1 2
Disable-Escalations
Appendix B
337
Table B-1: ar.conf (ar.cfg) file options (Sheet 18 of 43) Option Disable-Non-UnicodeClients Description Allows a Unicode server to refuse requests from non-Unicode clients (for example, BMC Remedy User; but not BMC Remedy Mid Tier 7.0). This parameter has no effect on a non-Unicode server. If the value is F (the default), Unicode and non-Unicode clients can contact the server. If the value is T, a Unicode server will refuse requests from nonUnicode clients. Regardless of the setting, BMC Remedy Alert can always contact the server. Disable-User-CacheUtilities Prevents unauthorized users from attempting to use User Cache commands. Valid values for this option are T and F. The default is F (cache utilities are enabled). If the parameter is set to T, then the arreload and arcache utilities are disabled for the AR System server. Indicates whether to display a message when user authentication fails. If set to True (the default), a generic message is displayed for user name and password errors: In BMC Remedy User: ARERR [623] Authentication failed In a browser: ARERR [9388] Authentication failed If set to False, each authentication error displays a different message: In BMC Remedy User: ARERR [612] No such user is registered with this server ARERR [329] Invalid password or authentication string for existing user In a browser: ARERR [9381] No such user is registered with this server ARERR [9382] Invalid password or authentication string for existing user The syntax for the option is: Display-General-Auth-Message:T Distrib-Log-File Distributed-RPC-Socket Domain-Name2 The name of the file to use if DSO server logging is turned on (see Debugmode on page 333). This argument is expressed as the full path name. The specific AR System server to use for the DSO server. By default, the DSO server runs in the queues like any other user. 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.
1 2
Display-General-AuthMessage2
338
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 19 of 43) Option DSO-Cache-Check-Interval Description Specifies the number of seconds between occurrences of these operations: DSO checks for changes to the source and target forms Updates of cached DSO mapping information By default, this option is set to 1800 seconds (30 minutes). The maximum value is 43200 seconds (12 hours). DSO-Error-Retry-Option Specifies the DSO server retry behavior after an error: 0(Default) Retry after standard connection and transmission errors. 1Never retry after any error. 2Always retry after every error. 3Retry after standard connection and transmission errors and after database errors. For example: DSO-Error-Retry-Option: 2 DSO-Host-Name
2
Specifies the name to use for the From (source) server in distributed mappings. This setting enables you to use an alias for the From server in distributed operations. The RPC program number that DSO uses. This setting is optional. Specifies the level of logging for all DSO logs (ardist.log, ardist.log.default, and ardist.log.poolName): 0Logs only errors. Includes contextual information. 1Logs errors and warnings. Includes contextual information. 2Logs errors, warnings, and other information to provide a step-bystep record of DSO activities.
DSO-Local-RPC-Socket
DSO-Log-Level
DSO-Main-Thread-PollingInterval
Specifies the interval at which the DSO server queries the distributed pending queue for pending distributed items. Enter any integer from 0 (no polling) to 3600 seconds (1 hour). Specifies whether to set the status of items in the DSO distributed pending queue to Retry after an attempt to perform the associated operation fails. (The failure must be due to a recoverable error. Items that fail due to nonrecoverable errors are removed from the queue.) Valid values are T(Default) Does not set the status to Retry. Instead, the status remains set to New. Depending on the number of pending items that the DSO server processes, this setting might improve the servers performance. FSets the status to Retry. Use this to differentiate items in the queue that have never been processed (status = New) from items that were processed but failed due to recoverable errors (status = Retry).
Note: Regardless of this options value, the pending item is still retried
DSO-Mark-Pending-RetryFlag
based on its retry configuration.

1 2
Appendix B
339
Table B-1: ar.conf (ar.cfg) file options (Sheet 20 of 43) Option DSO-Max-Pending-RecordsPer-Query Description Specifies the maximum number of records in the Distributed Pending form that DSO reads in a single database query. Valid values are Minimum number: 1 Maximum number: Unlimited If no value is specified, the default is 1000. DSO-Merge-DupIDOverwrite2 Specifies how the DSO server behaves when it finds a duplicate request ID on the target server. Valid values are TUpdates mapped fields and sets unmapped fields to NULL F(Default) Updates only the mapped fields on the target request DSO-Placeholder-Mode When selected, disables the DSO server that was installed on the same host as the AR System server. Use this when setting up a DSO server outside a firewall to support an AR System server running behind a firewall. Specifies the interval (in seconds) at which the DSO server checks the distributed pending queue for pending distributed items. This is used as a backup when no signals are received from workflow. The value can be any integer between 15 and 7200. If you enter 0, DSO sets the interval to 15 seconds. If you enter an integer greater than 7200, DSO sets the interval to 7200 seconds. By default, the backup polling interval is disabled. DSO-Source-Server Specifies the AR System server for a DSO server to support when that AR System server is different from the one installed with the DSO server. Use this when setting up a DSO server outside a firewall to support an AR System server running behind a firewall. Specifies information for the target AR System server. Use this format: DSO-Target-Connection: serverName:RPCNumber portNumber DSO-Target-Password Specifies the password used to access the target AR System server through the DSO server. Use this format: DSO-Target-Password: serverName:encryptedPassword DSO-Timeout-Normal Specifies the timeout (in seconds) that the DSO server applies during communication with the AR System server. Enter an integer between 60 (1 minute) and 21600 (6 hours). If you enter a value out of range, the closest in-range value is used. If you do not enter a value, the system uses the default timeout (120 seconds). DSO-User-Password Email-Notify-From Email-Timeout2
2
DSO-Polling-Interval
DSO-Target-Connection
The password for the local DSO server user. The sender name to use for filter-generated email notifications where no subject is specified. This value is limited to 29 characters. Sets the maximum amount of time that arserverd waits for a return value from sendmail. This parameter was valid in versions 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.
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. Configuration Guide
340
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 21 of 43) Option Encrypt-Data-EncryptionAlgorithm Description An integer indicating the encryption algorithm of the data key. Use the following values. Standard Security 156-bit DES using CBC mode (default) Performance Security 2128-bit RC4 key (default) 6128-bit AES CBC key (FIPS noncompliant) 8128-bit AES CBC key (FIPS compliant) Premium Security 32048-bit RC4 key (default) 7256-bit AES CBC key (FIPS noncompliant) 9256-bit AES CBC key (FIPS compliant) For more information, see the BMC Remedy Encryption Security Guide. Encrypt-Public-KeyAlgorithm An integer indicating the encryption algorithm of the public key. Valid values are 4512-bit RSA key (default for Standard Security) 51024-bit RSA key (default for Performance Security) 62048-bit RSA key (default for Premium Security) For more information, see the BMC Remedy Encryption Security Guide. Encrypt-Public-KeyExpire Encrypt-Security-Policy An integer specifying the life span (in seconds) of the public key. At the end of the specified time, the key expires, and the server generates a new key. The default is 86400 seconds (24 hours). An integer indicating whether encryption is on or off. Valid values are 0Optional (Default): Clients with and without encryption installed can communicate with the server. Network traffic is encrypted only if the client supports the server encryption configuration. Otherwise, network traffic is exchanged in plain text. 1Required: Only clients with encryption installed can communicate with the server. The encryption level installed on the client (standard, performance, or premium) must be compatible with the encryption algorithms used by the server. 2Disabled: Whether encryption is installed on a client or not, communication with the server is not encrypted. Network traffic is exchanged in plain text. For more information, see the BMC Remedy Encryption Security Guide. Encrypt-Session-HashEntries2 Encrypt-Symmetric-DataKey-Expire Escalation-Log-File
1 2
The size of the hash table that holds the encrypted session information. The default is 509; there is no maximum. An integer specifying the life span (in seconds) of the data key. At the end of the specified time, the key expires, and a new key exchange occurs. The default is 2700 seconds (45 minutes). The name of the file to use if escalation logging is turned on (see Debugmode on page 333). This argument is expressed as the full path name.
Appendix B
341
Table B-1: ar.conf (ar.cfg) file options (Sheet 22 of 43) Option Exception-DiagnosticOption2 Description An integer value controlling the diagnostic output when the server crashes. The values are as follows: 0: AR_EXCEPTION_DIAG_ALL; includes all diagnostic output when an exception occurs. 1: AR_EXCEPTION_EXCLUDE_STACK; excludes the stack trace in the diagnostic output when an exception occurs. External-AuthenticationGroup-Mapping2 Specifies mapping of LDAP groups to AR System groups for the purpose of external authentication. The value of this option consists of one or more pairs of group names separated by semicolons, as shown in the following example: "LDAP-1" "ARS-1";"LDAP-2" "ARS-2";"LDAP-3" "ARS-3" Use mapping as an alternative to creating an AR System group corresponding to each LDAP group. You can map each LDAP group to an AR System group (as in the example) or multiple LDAP groups to a single AR System group. (If you try to map a single LDAP group to multiple AR System groups, only the first mapping expression will be valid.) This option can be used with External-Authentication-IgnoreExcess-Groups. External-AuthenticationIgnore-Excess-Groups2 A flag used by AR System during external authentication. A value of 0 indicates that the user is authenticated when there is a match between every LDAP group to which the user belongs and a corresponding group in AR System. A value of 1 indicates that the user is authenticated when any single LDAP group to which the user belongs matches a group in AR System, and the excess LDAP groups are ignored. The default value is 0. This option can be used with External-Authentication-GroupMapping. External-Authentication- A bit mask that enables you to specify the return data capabilities for the Return-Data-Capabilities2 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 Bit 1 (Value=1)No email address is provided. Bit 2 (Value=2)No notify mechanism is provided. Bit 3 (Value=4)No group identifiers are provided. Bit 4 (Value=8)No license information is provided. Bit 5 (Value=16)No notification user validation should occur. The default is 0, meaning the server attempts to retrieve this information from AREA. A value of 7 enables the server potentially to reduce the number of AREA related calls during notification processing. A value of 16 enables the server to avoid using AREA for notification user validation and information retrieval. Use this setting for sites using a form of AREA that applies user names as email addresses and where there is no benefit to accessing an authentication database.
1 2
342
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 23 of 43) Option External-AuthenticationRPC-Socket Description The RPC socket number on which an external authentication server awaits requests for authentication. The default value is 0 (external authentication will not be used). The RPC program number for the plug-in server is 390695. External-AuthenticationRPC-Timeout External-AuthenticationSync-Timeout The RPC timeout (in seconds) used when making calls to the authentication (AREA) server. The default value is 30 seconds. The internal timeout (in seconds) the AR System server uses to periodically invoke the external authentication servers AREANeedToSyncCallback() function, which instructs the AR System server to renew its internally stored user information in the event there are changes made to the source used to authenticate users. A 0 value means that the AR System server will not invoke the call to the external authentication (AREA) server. The default value is 300 seconds. 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. The name of the file to use if filter logging is turned on (see Debug-mode on page 333). This argument is expressed as the full path name. The maximum number of levels of recursion allowed for a given operation. The data modification performed by an AR_FILTER_ACTION_FIELDP filter action might trigger a second set, or level, of filters, one of which might trigger filters a third level down and so on. This option limits the number of times such recursion can happen, preventing the server crash that would occur if the recursion continued indefinitely. The default value is 25. The maximum number of filters that the server will execute for a given operation. The default value is 10000. 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). Defines whether full text searching is case sensitive or case insensitive. This setting affects all fields indexed for full text search and affects how the indexes are built. Therefore, changes to this setting will trigger an automatic re-index. The default value is case insensitive. The location in the file system where search engine index files are stored. The location in the file system where search engine configuration files are stored. 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).
Filter-Api-Timeout
Filter-Log-File Filter-Max-Stack
Filter-Max-Total Flush-Log-Lines
Full-Text-Case-Option
Full-Text-CollectionDirector1 Full-Text-ConfigurationDirectory Full-Text-DisableIndexing
1 2
Appendix B
343
Table B-1: ar.conf (ar.cfg) file options (Sheet 24 of 43) Option Full-Text-DisableSearching Description 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). The name of the file to use if full text indexer logging is turned on (see Debug-mode on page 333). This argument is expressed as the full path name. The number of additions, modifications, or deletions that must occur before the server will optimize an index. The default value is 1000. The minimum value is 10. Optimization improves the time it takes to search with an index, but it can be an intensive operation. 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. The number of hours the AR System server waits before disconnecting inactive users. If the user is holding a floating full text license, the system also frees the license at this time. The default value is two hours. Defines how the server modifies qualifications received from the client. The options are: 0: Force leading and trailing wildcards 1: Ignore leading and force trailing wildcards 2: Ignore leading wildcard 3: Remove leading and trailing wildcards 4: Query unchanged (the default) Full-Text-SearchThreshold-High 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. 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. 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. Returns the GetListEntry date formatted on the server instead of on the client. This option is used mainly for backward compatibility purposes. Valid values are T and F. The default value is F (format dates on client). 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). The character string used as a prefix for GUID strings that are generated by filters.
Full-Text-Indexer-LogFile Full-Text-IndexerOptimize-Threshold
Full-Text-IndexerRecovery-Interval Full-Text-LicenseTimeout Full-Text-Match-Option
Full-Text-SearchThreshold-Low
Full-Text-Temp-Directory
GetListEntry-ServerDate-Format2 Guest-Restricted-Read
GUID-Prefix2
1 2
344
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 25 of 43) Option Homepage-Form Description The path to a home page to be used system wide as the default home page for the current server when a user logs in. This default home page will only be used if: The current server is designated as the server for the home page in the AR System User Preference form, or The current server is designated as the home page server on the General Settings page in BMC Remedy Mid Tier Configuration Tool (see the BMC Remedy Mid Tier Guide for more information) and No home page is specified in the AR System User Preference form (you can also set this in the Options dialog box in BMC Remedy User).
Note: If the home page is deleted, this field is cleared, and the default home
page will need to be re-entered. Informix-DBServer-Name1 Informix-Relay-Module1 Informix-TBConfig1 Init-Form2 The name of the server where the underlying database is located (applicable for Informix databases only). Specifies the environment setting for the path for the Informix relay module (applicable for Informix databases only). The name of the configuration file for the underlying database (applicable for Informix databases only). The default name is onconfig. Specifies a form that will be opened every time any client logs into the system. (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. 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
Internal-User-Info-HashLists2
the ar.conf/ar.cfg file is in a power of 2; therefore, unexpected behaviors of the AR System server might occur if the number is not in a power of 2.
1 2
Appendix B
345
Table B-1: ar.conf (ar.cfg) file options (Sheet 26 of 43) Option IP-Name Description A parameter used to specify that a server has multiple names. The parameter can appear in the ar.conf (ar.cfg) file more than one time. When checking workflow and connections against itself, the server will compare its server name, host name, IP aliases, and any names given by the IP-Name parameter to the name passed to it. If the name matches any of those, the server will conclude that the workflow or connection is for itself. The IP-Name parameter can be used for servers with variable length domains or for servers on machines with multiple internet addresses. For example, to allow connection to a machine named tix as tix, tix.company.com, or tix.eng.company.com, an administrator would have three IP-Name entries, one for each of the connection names. To allow connection to a machine with multiple internet addresses like tix.company.com, tix.biggercompany.com, and tix.evenbigger.com, an administrator would create an IP-Name entry for each of those names. License-Timeout The number of hours the AR System server waits before disconnecting inactive users. If a user is holding a floating license, the system also frees the license at this time. The default value is two hours. Indicates whether the server is running in localized support mode. If it is not, the server does not search for or use localized strings. If localized support mode is running, localized messages are used, if present. The values for this option are T and F. The default is F (not localized).
Localized-Server
Locked-Workflow-Log-Mode2 Causes the server to record locked workflow actions in workflow logs. These actions are always written as encrypted strings. Log-DSO-Errors-To-Form Specifies whether to log failed pending distributed operations to the Distributed Pending Errors form: TLogs errors to the form. FDoes not log errors to the form. Log-DSO-Field-Values2 When the DSO log level is set to Error or Warning, specifies whether to include a list of source entry field/value pairs for errors and warnings in the DSO log files: TInclude the list. FDo not include the list. Log-File-Append A flag that indicates whether to create a separate *.bak file or to append to the existing log file. Valid values for this option are T and F. A value of F creates a *.bak file; T indicates that new log information be appended to the existing file. The default is F.
1 2
346
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 27 of 43) Option Map-IP-Address2 Description The specific IP address mappings for alerts to work through firewalls where Network Address Translation is enabled (NAT). You must set up a mapping for each client machine that has access through the firewall where the client IP address is translated from an internal address to a valid external address. In addition, a mapping is required for the ARServer IP address if the host where ARServer resides is also translated. For example, the following figure maps AR System server and BMC Remedy Alert. The Alert client comes through the firewall and the address changes from 10.5.119.83 to a valid public IP address of 123.45.67.89. The server address changes from 123.45.55.90 to 10.26.55.65 on the other side of the firewall. Figure B-1: Mapping IP addresses through a firewall
AR System server Firewall
123.45.67.89
Firewall table of IP addresses

10.5.119.83
ALERT Client
123.45.55.90 123.45.55.90 10.26.55.65 10.5.119.83
Internal table of IP address mappings Map-IP-Address: 10.5.119.83 123.45.67.89 Map-IP-Address: 123.45.55.90 10.26.55.65
Here is a multiple line example: Map-IP-Address: 123.45.67.89 10.5.119.83 Map-IP-Address: 123.45.55.90 10.26.55.65 Log-Form-Selected A bitmask indicating the type of information being logged in the common log form (AR System Log:ALL). Each bit has a corresponding value. To activate one bit, supply its value for the Log-Form-Selected option. To activate two or more bits, add the values, and supply the total. (For example, to activate bits 1 and 3, use the number 5 because bit 1 has a value of 1, and bit 3 has a value of 4.) To deactivate a bit, subtract its value from the Log-From-Selected total. The bit values and their meaning is the same as the Debug-mode bits. See Debug-mode on page 333. The following bits are not applicable to this configuration parameter: Bit 8 (Value=128) for ARFORK Bit 16 (Value=32768) for the DSO server Bit 17 (Value=65536) for Approval Server Bit 18 (Value=131072) for the plug-in server Information about these is not logged into any form.
1 2
Appendix B
347
Table B-1: ar.conf (ar.cfg) file options (Sheet 28 of 43) Option Log-To-Form Description A bitmask indicating the information is being logged in the predefined forms (for example, AR System Log: API, AR System Log: Filter, and so on). Each bit has a corresponding value. To activate one bit, supply its value for the Log-To-Form option. To activate two or more bits, add the values, and supply the total. (For example, to activate bits 1 and 3, use the number 5 because bit 1 has a value of 1, and bit 3 has a value of 4.) To deactivate a bit, subtract its value from the Log-To-Form total. The bit values and their meaning is the same as the Debug-mode bits. See Debug-mode on page 333. The following bits are not applicable to this configuration parameter: Bit 8 (Value=128) for ARFORK Bit 16 (Value=32768) for the DSO server Bit 17 (Value=65536) for Approval Server Bit 18 (Value=131072) for the plug-in server Information about these is not logged into any form. Max-Entries-Per-Query The maximum number of requests returned by a single search. Because users can also specify the maximum number of requests returned (through Search Preferences in the AR System User Preference form or the Options dialog box in BMC Remedy User), the actual maximum is the lower of these two values. The default value is no (server-defined) maximum. 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-Log-File-Size
Max-Notify-Mail-Line-Len2 Maximum number of bytes that can be used in a single line of a mail notification. Max-Password-Attempts Sets the maximum number of consecutive bad password retries a user is allowed to make. If this option is set to 3, the user has 3 chances to log in. If all 3 attempts have bad passwords, the user account will be marked as INVALID. The allowed values for this option are 0 and all positive integers. A value of 0 turns feature off, and any positive integer sets the limit. Max-Recursion-Level For forms that contain hierarchical data, such as manager and employee relationships, specifies the maximum number of levels in the hierarchy that a recursive query retrieves. By default, the maximum is 25. Enter any integer greater than 0. See the ARGetListEntryWithMultiSchemaFields function in the C API Reference.
1 2
348
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 29 of 43) Option Max-Vendor-Temp-Tables Description Specifies the maximum number of temporary tables that can exist on an AR System server for a single vendor form. The ARGetListEntryWithMultiSchemaFields function stores data from vendor data sources in these tables. By default, only one temporary table can exist for each vendor form. This setting applies to all vendor forms on the server. It is overridden by the value of an individual vendor forms Maximum Vendor Temp Tables property. Enter any integer greater than 0. See the ARGetListEntryWithMultiSchemaFields function in the C API Reference. Mid-Tier-ServicePassword Minimum-API-Version Specifies the password that administrators will need to access the mid tier. 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. (An AR System client is any program that accesses the AR System server through API calls, for example, BMC Remedy Developer Studio, BMC Remedy User, plug-ins loaded by the plug-in server, and so on.) 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-ARSystemServers 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
Minimum-CMDB-API-Version
AR System applications, such as DSO or the Approval Server, those applications will not work. You must upgrade your applications if you want them to work with this option. Multiple-Assign-Groups2 Defines whether multiple assignee groups will be stored in row-level security Field 112. This enables users from multiple groups to access the same entry. In the past, only one group could be stored in Field 112. Valid values for this option are T (true) and F (false). The default value is T (allow multiple groups).
1 2
Appendix B
349
Table B-1: ar.conf (ar.cfg) file options (Sheet 30 of 43) Option Next-ID-Commit2 Description 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.
Note: NextID-Block-Size replaced Next-ID-Commit, but
Next-ID-Commit is still available for backward compatibility 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 default value is 1. If 0 or a negative number (for example, -1) is used, the server will use the default value of 1. You do not need to restart the server for the change to take effect. The option is started immediately. To disable this option, set the value of NextID-Block-Size to 1, or remove the parameter from the configuration file. Note that this option does not work with Informix databases.
Note: This setting is always disabled on the Distributed Pending form so
that DSO can operate correctly. Warning: The use of this configuration setting might result in unpredictably large NextID sequence gaps. The likelihood of this occurring increases with the use of multiple servers that share a database. The AR System server will not malfunction due to this gap and should not be considered a defect. Notification-Web-Path 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.) Defines the total number of schema segments loaded by the preload threads, when preload threads are configured by the Preload-AtInit-Only option. See The Preload Tables option on page 163. Also see Preload-At-Init-Only on page 354. Defines the number of preload threads to be used when preload threads are configured. A value of zero indicates that preload threads are not used. The maximum value is 30. See The Preload Tables option on page 163. 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.
Num-Preload-SchemaSegments
Num-Preload-Threads
Oracle-Bulk-Fetch-Count2
1 2
350
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 31 of 43) Option Oracle-Cursor-Sharing2 Description 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 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 The linkName should exactly match LINK in the phrase OWNERNAME.TABLENAME@LINK in the table name of the View form on the remote database. Supported character sets are utf-8, utf-16, ucs-2, euc, and shift-jis. For more information about view forms, see the Form and Application Objects Guide. Oracle-Search-On-Clob2 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). The system ID for the underlying database (applicable for Oracle databases only). 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-Task1 Per-Thread-Logging The two-task environment setting for the underlying database (applicable for Oracle databases only). 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). 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.
Oracle-SID1 Oracle-Clob-Storage-InRow
Plugin2
1 2
Appendix B
351
Table B-1: ar.conf (ar.cfg) file options (Sheet 32 of 43) Option Plugin-ARDBC-Threads2 Description The number of threads that are dedicated to handling ARDBC requests from the AR System server. Optionally, you can specify a maximum number of threads, as shown in the following example: Plugin-ARDBC-Threads: minimumNumberOfThreads [maximumNumberOfThreads] To specify a minimum of 3 threads and a maximum of 10, the syntax is: Plugin-ARDBC-Threads: 3 10 By default, 1 thread is initiated if this option is not specified. The plug-in server increases the number of threads for a given plug-in if there is sufficient demand up to the maximum number of threads. Plugin-AREA-Threads2 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: minimumNumberOfThreads [maximumNumberOfThreads] To specify a minimum of 3 threads and a maximum of 10, the syntax is: Plugin-AREA-Threads: 3 10 By default, 1 thread is initiated if this option is not specified. The plug-in server increases the number of threads for a given plug-in if there is sufficient demand up to the maximum number of threads. Plugin-Disable-Remote2 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). 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: minimumNumberOfThreads [maximumNumberOfThreads] To specify a minimum of 4 threads and a maximum of 10, the syntax is: Plugin-Filter-API-Threads: 4 10 By default, 1 thread is initiated if this option is not specified. The plug-in server will increase the number of threads for a given plug-in if there is sufficient demand up to the maximum number of threads. Plugin-Log-File
1 2
Plugin-Filter-APIThreads2
The name of the file to use if plug-in logging is turned on (see Debugmode on page 333). This argument is expressed as the full path name.
352
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 33 of 43) Option Plugin-Log-Level Description A setting that determines the level of detail for log messages. Valid values are as follows. The values represent the amount of log information that is printed. The lower the value, the more information that is included. ARPLUGIN_OFF (Value=10000)No log information is printed. ARPLUGIN_SEVERE (Value=1000)Only severe messages are printed. This is the default value if no log level is specified. ARPLUGIN_WARNING (Value=900)Severe and warning messages are printed. ARPLUGIN_INFO (Value=800)Status, severe, and warning messages are printed. ARPLUGIN_CONFIG (Value=700)Configuration, status, severe, and warning messages are printed. ARPLUGIN_FINE (Value=600)Internal exceptions. ARPLUGIN_FINER (Value=500)Trace logs that log tasks as they are executed within the system. ARPLUGIN_FINEST (Value=400)Code-level information. ARPLUGIN_ALL (Value=100)All log information is printed. Plugin-Loopback-RPCSocket2 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.
1 2
Appendix B
353
Table B-1: ar.conf (ar.cfg) file options (Sheet 34 of 43) Option Plugin-Path2 Description Specifies the search path used to load a plug-in. The path will be appended to the current value of LD_LIBRARY_PATH (AIX, Linux, Solaris), SHLIB_PATH (HPUX), or PATH (WINNT). You can list more than one Plugin-Path; each path is appended in the order it appears in the configuration file. The syntax is: Plugin-Path: pathName[delimiter][pathName] with no spaces between the delimeter and the path. For example: UNIX Plugin-Path: /usr/ar/bin:/usr/ar/common/xyz Windows Plugin-Path: C:\Program Files\AR System\arserver;C:\Program Files\AR System\common\xyz Plugin-Port2 Preference-Server-Option The port number on which the plug-in server waits for incoming requests. Specifies if users are forced to use centralized preferences. Following are the preference server settings: 1Users can choose to use a preference server, if a preference server is available. 2Users must use the specified preference server. 3Users must use a preference server, but they cannot use this server as a preference server. If users choose a server that is not a preference server, a warning is returned. Preload-At-Init-Only If preload threads are configured, determines if they are used only at server startup, or whenever the server loads its cache from the database. TTrue. Preload threads are only used during server initialization. FFalse. Preload threads are used whenever the cache is loaded from the database. For information about how to determine whether to use preload threads, see The Preload Tables option on page 163. 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. A debug queue is a specific type of private queue used by the AR System Workflow Debugger. You can designate any private queue to be a debug queue by selecting the Debug check box in the list of queues in the Ports and Queues tab of the Administration Console. To enter this setting directly in the configuration file, use the format:
Private-RPC-Socket: rpcNumber Debug
Private-RPC-Socket (for debug queue)
For example:
Private-RPC-Socket: 390666 Debug
RE-Log-File-Location
1 2
The location of the Reconciliation Engine's log file.
354
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 35 of 43) Option Read-Only-Tran-Off2 Record-ObjectRelationships Description Causes AR System not to create database transactions when only reading data. Determines whether the AR System server records the relationships between workflow objects. TThe server creates entries in a database table to track the relationships between many types of workflow objects. F (or not present)The server does not record relationships.
Note: You must restart the AR System server before a change to this option
takes place. When you set this option to T and restart the server, it records the relationships of all server objects before it accepts connection from clients. You will not be able to connect to the server with BMC Remedy Developer Studio, BMC Remedy User, or BMC Remedy Data Import, or through the mid tier for several minutes. When you can connect, you know the object relationship data is complete. When you you set this option to F or remove it and restart the server, it removed all the recorded relationships from the database. This setting is controlled by the Record Object Relationships option on the Configuration tab of the AR System Administration: Server Information form. BMC recommends that you do not set this option manually in the configuration file. See Record Object Relationships on page 130.
1 2
Appendix B
355
Table B-1: ar.conf (ar.cfg) file options (Sheet 36 of 43) Option Record-Server-Events Description 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 7, Working with the Server Events form. Enter the following values for the events you want to record: 1Form 2Field 3Menu 4Filter 5Import 6Active Link 7Escalation 8View 9Container 10User 11Group 12Server Setting 13Alert Client Registration 14Archive 15Server Group Actions Register-With-Portmapper This setting can be used to prevent the AR System server from registering with a portmapper. This feature is to be used in conjunction with setting specific ports to enable you to run servers on machines that do not have a portmapper. Valid values are T and F. The default is T (register with portmapper). No more than one server should attempt to register with AR System Portmapper in an environment with multiple servers on one machine. Registry-Admin-Password Registry-Admin-User Registry-Location Remedy-App-ServicePassword
1 2
The password of the BMC Atrium Web Services Registry admin user. Used by the workflow for the AR System Web Services Registry form. The user name of the BMC Atrium Web Services Registry admin user. Used by the workflow for the AR System Web Services Registry form. The URL of the BMC Atrium Web Services Registry. Used by the workflow for the AR System Web Services Registry form. Specifies, in encrypted form, the password that AR System application services such as AR System Approval Server will use to access the AR System server.
356
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 37 of 43) Option RPC-Non-Blocking-IO2 Description This parameter enables the AR System on compliant systems to receive remote procedure calls in a non-blocking mode. Without this setting, the server must receive an entire RPC header before processing a different one. With this setting, the system can process multiple headers at the same time. Set this parameter to T (TRUE) and then restart your AR System server to run in RPC non-blocking mode. The default for this parameter is F (FALSE); use the following syntax to set to TRUE: RPC-Non-Blocking-IO: T This functionality is not supported on Windows and Linux operating systems. The advantages of RPC-Non-Blocking-IO mode are as follows: Prevents remote attackers from disabling RPC services. Prevents invalid or corrupt packets from temporarily disabling the arserverd service. Important: The following patches must be installed to enable your system to use this feature. If these patches are not installed, you will see either an error message, or most of your RPC calls will be blocked. HP PHNE_29210 - HPUX 11.0 PHNE_29211 - HPUX 11i Solaris 108993-38 - Solaris 8 113319-19 - Solaris 9 IBM Does not specify a specific patch number. There might be multiple file sets required. (If you do not obtain an IBM patch, there is a possibility that your server could crash.) Fix for Authorized Problem Analysis Report (APAR) 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 Save-Login A value indicating whether users must log in to client tools. Allows users to save a previous login of their choice. 0Controlled by user (default setting). 1Do not force a login that is controlled by the administrator. 2Force login that is controlled by the administrator. This option does not apply to the mid tier. SCC-Comment-Checkin An integer value (0 or 1) indicating whether a source code control integration requires you to enter a comment at checkin time. The default value is 0 (no comment is required).
1 2
Appendix B
357
Table B-1: ar.conf (ar.cfg) file options (Sheet 38 of 43) Option SCC-Comment-Checkout Description An integer value (0 or 1) indicating whether a source code control integration requires you to enter a comment at checkout time. The default value is 0 (no comment is required). An integer value (0 or 1) indicating whether a source code control system is being used with AR System. The default value is 0 (source code is disabled). An integer value (0 or 1) indicating the level of source code control integration. A 0 value means Advisory. A 1 value means Enforced. The default is 0. For more information about these modes, see Server InformationVersion Control tab on page 158. The name of the Source Code Control Provider name; for example, Visual Source Safe. A character string for the source code control system target directory. If none is present, this value is NULL. This string is limited to 255 characters. 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 Server-Connect-Name2 An option for changing the name of a server in a server group. By default, a server in a server group uses a fully qualified server name with domain to identify itself. Others servers in the group use this name to communicate. Add the following line to change the server name: Server-Connect-Name: myservername If a common server alias is specified, the Server-Connect-Name option is required. This name must be resolvable by DNS and is used exactly as specified. For more information, see Configuring servers in a server group on page 167. Server-directory1
1 2
SCC-Enabled
SCC-Integration-Mode
SCC-Provider-Name SCC-Target-Dir Select-Query-Hint2
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.
358
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 39 of 43) Option Server-Group-EmailAdmin-Port2 Description Establishes the port number (RMIPort) for email administration in BMC Remedy Email Engine. If the port number in BMC Remedy Email Engine is changed from the default, set this AR System server configuration to the same port number to allow the server to communicate email administration information to BMC Remedy Email Engine during server group processing. For example: Server-Group-Email-Admin-Port: 2020 Server-GroupFlashboards-Admin-Port2 Establishes the port number (RMIRegistryPort) for flashboards administration in the Flashboards server. If the port number in BMC Remedy Flashboards is changed from the default, set this AR System server configuration to the same port number to allow the server to communicate flashboards administration information to the Flashboards server during server group processing. For example: Server-Group-Flashboards-Admin-Port: 2021 Server-Group-Log-File The name and location of the server group trace log file. The default is arsrvgrp.log. For example, the file location might be: c:\temp\servgroup.log. A flag that indicates whether the server is a member of a server group. Valid values are T and F. The default is F. 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 Configuring servers in a server group on page 167. 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
Server-Group-Member Server-Group-SignalOption2
Server-Name
alias, you must also define the Server-Connect-Name option. See Server-Connect-Name2 on page 358.
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 AR System configuration files 359
Table B-1: ar.conf (ar.cfg) file options (Sheet 40 of 43) Option Server-Plugin-Alias2 Description When the AR System server performs a call to a plug-in server, it must determine if the plug-in name is an alias. Aliases can be used to direct the AR System server to access a plug-in server that is running on a different host or is listening at a specific port number. The syntax for this option is as follows: Server-Plugin-Alias: aliasName realName hostName[:portNumber] Workflow (that is, references to AR Filter API and ARDBC plug-ins) references a plug-in name. This name can be an alias to a real plug-in running on a specific host at a given port number. This allows you to locate a plug-in on a remote host or to run more than one instance of a plug-in on one host. For example, to run the RMDY.ARDBC.XML plug-in on the remote host foo at port number 12345, you would add the following text to your ar.cfg: Server-Plugin-Alias: RMDY.ARDBC.XML RMDY.ARDBC.XML foo:12345 Note that the alias and real plug-in names can be identical if you are simply locating the plug-in on a remote host. 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 Server-Plugin-TargetPassword 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. The AR System server uses the specified password whenever communicating with a plug-in server running at the host name and port number specified. The syntax for this option is as follows: Server-Plugin-Target-Password: hostName:portNumber: encryptedPassword 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-RecInterval
1 2
Defines (in seconds) how often the server will record server statistics. The default is 60 seconds.
360
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 41 of 43) Option Server-Stats-Rec-Mode Description The server statistics recording mode determines what is written to the server statistics form. There are three modes designated by the following numerical values: 0Indicates that recording is off. (This is the default.) 1Indicates that the server records only the cumulative queue statistics. Cumulative statistics are the sum of all the individual queue statistics. 2Indicates that the server records both the cumulative queue statistics and the individual queue statistics. One entry will be written for the cumulative statistics and a separate entry will be written for each queue. You can read the statistics in the Server Statistics form, which is installed when you install AR System. For more information, see the Optimizing and Troubleshooting 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. The name of the file to use if SQL logging is turned on (see Debug-mode on page 333). This argument is expressed as the full path name. A flag that indicates what type of authentication to use to connect AR System to an MSSQL database. Set this flag to T to use Windows Authentication or to F to use SQL Authentication. This flag is valid only if you are using an MSSQL database. Causes the server to issue a SET ANSI_NULLS ON command. A setting indicating whether the Submitter field can be changed and whether the submitter of a request must have a write license to modify it. Valid values for this option are 1 (locked) and 2 (changeable). The default value is 2. In locked mode, the Submitter field cannot be changed after submission, and, if the Submitter group has change permission, the request can be modified by submitters with a read or write license, but not by users with a restricted read license. In changeable mode, the Submitter field can be changed after submit, but the submitter must have a write license to modify the request (if the Submitter group has change permission). Suppress-warnings2 A series of zero or more message numbers (separated by spaces) that identify the informational or warning messages that the system should suppress. Can be used to suppress server warnings and notes only. The alternate character set to use for communications between AR System and the underlying database (applicable for Sybase databases only). The logical server name of the underlying database (applicable for Sybase and MS SQL databases only). The default name is SYBASE.
SQL-Log-File SQL-Secure-Connection
SQL-Server-Set-ANSIDefaults2 Submitter-Mode
Sybase-Character-Set1 Sybase-Server-Name1
1 2
Appendix B
361
Table B-1: ar.conf (ar.cfg) file options (Sheet 42 of 43) Option System-Logging-Options2 Description 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. The name of the file to use if thread logging is turned on (see Debugmode on page 333). This argument is expressed as the full path name. Specifies whether the AR System server populates progress information (if any) during any long-running administrative operation (such as a definition import operation). The default value is F (do not track progress). AR System clients can use GetServerInfo with AR_SERVER_INFO_ADMIN_OP_PROGRESS as the request tag to retrieve the progress information. 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. Use-Password-File For WindowsA flag indicating whether the Windows domain service is used to validate users not registered with AR System. If so, users in the Windows domain are considered valid users of AR System and are assigned to the Public group. Valid values are T and F. The default value is F (do not use domain service). This is set in the Configuration tab of the AR System Administration: Server Information form using the Authenticate Unregistered Users check box. For UNIXA flag indicating whether the /etc/passwd file is used to validate users not registered with AR System. If so, users in /etc/passwd are considered valid users of AR System and are assigned to a group identified by the UNIX group ID. Valid values for this option are T and F. The default value is F (use password file).
1 2
Thread-Log-File Track-Admin-Op-Progress2
362
Configuration Guide
ar.conf (ar.cfg)
Table B-1: ar.conf (ar.cfg) file options (Sheet 43 of 43) Option Use-Server-Connect-NameIn-Stats2 Description A flag indicating if the server name configured by the Server-ConnectName option (see page 358) 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 XML-VUI-Export-DefaultIs-Localized2
1 2
The name of the file to use if user logging is turned on (see Debug-mode on page 333). This argument is expressed as the full path name. A flag indicating whether to export localized views when forms are exported in XML definition format. Valid values for this option are T and F. The default is F.
Environment
ARCONFIGDIR
UNIX onlySpecifies the directory where the ar.conf file and other AR System configuration files are stored. The arsystem script sets ARCONFIGDIR to ARSystemServerInstallDir/conf, and you should not need to change this value. However, arsystem does not modify ARCONFIGDIR if a preset value is found. Examples The following configuration file identifies two directory locations:
# Configuration file for AR System server Server-directory: /usr/ar/db Dbhome-directory: /usr/SQL-DB
The location of the data directory for this server is /usr/ar/db. The location of the SQL database files is /usr/SQL-DB.
Appendix B
363
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. You need to create this file in your configuration directory. The default configuration directories are ARSystemServerInstallDir/conf (UNIX) and ARSystemServerInstallDir\Conf (Windows). When you create a form, field, or index, AR System references the ardb configuration file for clauses to append to the SQL statement. If it finds no matching information, AR System creates the form, field, or index as it would normally. If it finds matching information, it appends the specified clause to the SQL statement that creates the form, field, or index.
WARNING
AR System does not verify that the SQL clauses specified in your ardb configuration file are correct or safe. AR System merely attaches the SQL clause to the statement used when a form or index is created. Because you can append any valid SQL clause (the entire clause must exist on one line in the file because no new-line characters are allowed) to the CREATE statement for a form, field, or index, use this feature wisely. The format of this file is organized by forms.
To create an ardb.conf file

1 Type a line for the name of the form and a line for the clause you want added to the CREATE statement, as follows: Form: formName Clause: clause
NOTE
When you use BMC Remedy Developer Studio 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 {
Include a space between Field and the open brace.

b Add a line for the field ID. Id: fieldID c Add a line for the SQL clause. Clause: clause d Place the closing brace on its own line below the clause line. 364 Configuration Guide
ardb.conf (ardb.cfg)
3 Include index clause information. a Add an index line with an open brace. Index {
Include a space between Index and the open brace.

b Add a line for the field IDs in the index. Id: indexID
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.
The file looks something like this:

Form: formName Clause: clause Field { Id: fieldID Clause: clause } Index { Id: index_ID Id: index_ID Clause: clause }
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 UNIXARSystemServerInstallDir/conf/ardb.conf WindowsARSystemServerInstallDir\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.
Appendix B
365
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: formName Index { Oracle-All-Upper-Index }
To create a single functional index on a specific field using Oracles UPPER function, use the following syntax:
Form: formName Index{ Id:fieldID Oracle-Upper-Index }
To create a functional composite index using Oracles UPPER function, use the following syntax:
Form: formName Index { Id:field_ID Id:field_ID Oracle-Upper-Index }
366
Configuration Guide
armonitor.conf (armonitor.cfg)
armonitor.conf (armonitor.cfg)
Description The armonitor.conf (armonitor.cfg) file is read by the armonitor (armonitor.exe) binary, which executes the commands listed in the configuration file. UNIX/etc/arsystem/serverName/armonitor.conf WindowsARSystemServerInstallDir\Conf\armonitor.cfg The format of this file consists of two types of entries. One type of entry is two fields, separated by a space or tab:
parameter value
Synopsis Options
Each parameter represents a particular configuration option. The associated value represents the current setting for that option. All numeric values are in a base 10 system. The available configuration options (and the valid settings for each) are described in the following sections. Lines that do not begin with one of these options are ignored. The other type of entry is a command issued by armonitor to start various server processes. Lines with a pound sign (#) in column 1 are treated as comments and ignored. The valid parameter entries are listed in the following table.
Table B-2: armonitor parameters Option Environment-variable Description Defines environment values established for armonitor. You can include many instances of the Environment-variable option in the armonitor.conf (armonitor.cfg) file. Before initiating any processes, armonitor will set any values specified through this option in its environment. Then, any processes that armonitor initiates will inherit these values. This is a platform-independent way of defining environment variables. With this option, you can: Overwrite the existing value of an environment variable with another value: Environment-variable: EnvVariableName=value Prepend the existing value of an environment variable with a value: Environment-variable: EnvVariableName+=value Append a value to the existing value of an environment variable: Environment-variable: EnvVariableName=+value An example of the format is: Environment-variable: ARDATEONLY=MM/dd/yyyy Monitor-directory SNMP-Agent-Enabled Defines the directory of the armonitor. Initially, the installer creates this value, and the value is the same as the installation directory. This setting permits the armonitor to start the BMC Remedy SNMP Agent and to establish a link to it. Set to T to enable the BMC Remedy SNMP Agent. Appendix B AR System configuration files 367
368
Configuration Guide
Appendix

This section contains information about some AR System server executables and three external utilities. Each item is listed by its UNIX name. If there is a Windows equivalent, it is listed in parentheses after the UNIX name. The following topics are provided: AR System server components (page 370) External utilities (page 376)
Appendix C
369
AR System server components

arforkd (UNIX only)
Description The arforkd process reduces the amount of memory an AR System server uses when forking new processes as a result of filters that run processes, set fields to values returned from processes, or send 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 320.
armonitor (armonitor.exe)
Description The armonitor process starts and restarts the AR System server, AR System plugin server, DSO server, and processes specified in the armonitor.conf (UNIX) or armonitor.cfg (Windows) file. On Unix, the arsystem script usually controls armonitor. See arsystem (UNIX only) on page 374 for more information. On Windows, armonitor.exe runs automatically as a service called BMC Remedy Action Request System Server. If you need to start armonitor.exe from a command line, you must include the -m option. 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 UNIXarmonitor -c pathToArmonitorConfigFile -s serverName Windowsarmonitor -c pathToArmonitorConfigFile -m You can specify the following options on the command line:
-c
Causes the monitor to load information from the specified configuration file, usually armonitor.conf (armonitor.cfg).
-m
Windows onlyRuns the process in manual mode, not as a Windows service. If you run the process in a command window, you must use the -m option.
-s
UNIX onlyName of the server that you specified during the installation of AR System. This option can be used to identify a monitor process when multiple monitors are running on the same host.
370
Configuration Guide
arplugin (arplugin.exe)
Description The arplugin process executes the C plug-in server, which implements and deploys several server-side APIs. The armonitor process initiates arplugin. The C plug-in server supports only C plug-ins. See also Java plug-in server on page 375. Synopsis Options
arplugin [-i ARSystemServerInstallDir] [-m] [-s serverName]
You can specify the following options on the command line:

-i
Specifies the directory where the AR System server was installed.

-m
-s
Specifies the name of the server that contains the plug-in. Environment
ARCONFIGDIR
UNIX onlySpecifies the directory where the ar.conf file and other AR System configuration files are stored. The -i option takes precedence over this environment variable. The arsystem script sets ARCONFIGDIR to ARSystemServerInstallDir/conf, and you should not need to change this value. However, arsystem does not modify ARCONFIGDIR if a preset value is found.
arserverd (arserver.exe)
Description The arserverd process (UNIX) or arserver.exe executable (Windows) represents the main part of AR System. It handles all interactions between clients and the database, making all access to the system dependent on this process. On Unix, the arsystem script usually controls arserverd through armonitor. Normally, you should use arsystem to start the arserverd processsee arsystem (UNIX only) on page 374. On Windows, arserver.exe is usually started by armonitor.exe, which runs automatically as a service called BMC Remedy Action Request System Server. Normally, you should use this service to control arserver.exe. If arserverd or arserver.exe is shut down for any reason, you can restart it at any time. On UNIX systems, the arsignal command causes arserverd to load or reload informationsee arsignal (arsignal.exe) on page 380. Generally, these signals are sent after performing a manual repair or restore operation. However, they do not cause damage or adversely affect users currently accessing AR System.
Appendix C
371
Synopsis
arserverd [-s serverName] [-i ARSystemServerInstallDir] [-l licenseDirectory] [-m] [-t] [-checkdb [logFileNameWithAbsolutePath]]
NOTE
The -checkdb option is a standalone option. When you use this option, the process checks the consistency of the AR System server database, reports the results in the checkdb log file, and then quits. Therefore, do not include the -checkdb option with arserver/arserverd in the armonitor.conf file. Options You can specify the following options in any order on the command line:
-i
Specifies the directory where the AR System server was installed.

-l
Specifies the directory where AR System license files are located.

-m
-s
Name of the server that you specified during the installation of AR System. This option can be used to identify a monitor process when multiple monitors are running on the same host.
-t
Logs all startup and initialization activities, and writes the information to a log file called arstartup_number.log. This file is located in ARSystemServerInstallDir/bin (UNIX) or ARSystemServerInstallDir (Windows).
-checkdb
Runs the server instance in the database consistency checker mode. See Using the database consistency checker in the Optimizing and Troubleshooting Guide.
NOTE
Running arserverd with the checkdb option only starts the database consistency checker, and not the main AR System server. Environment
ARCONFIGDIR
UNIX onlySpecifies the directory where the ar.conf file is stored. The arsystem script sets ARCONFIGDIR to ARSystemServerInstallDir/conf, and you should not need to change this value. However, arsystem does not modify ARCONFIGDIR if a preset value is found.
372
Configuration Guide
ARDATE
The format used for date-time fields. UNIX onlyThis value consists of a string of operators as defined by the
strftime library call. (Some combinations display successfully but cannot be translated for input). If you do not set ARDATE, the system uses the date format for the language specified by the LANG variable.
Windows onlyThis value consists of a string of operators as defined by Regional Settings. If you do not set this variable, the system uses the date format specified in the Regional Settings of the user account that runs the service.
ARDATEONLY
The format used by the program for date fields. UNIX onlyThis value consists of a string of operators as defined by the
strftime library call. (Some combinations display successfully but cannot be translated for input.) If you do not set ARDATEONLY, the system uses the date format for the language specified by the LANG variable.
Windows onlyThis value consists of a string of operators as defined by Regional Settings. If you do not set this variable, the system uses the date format specified in the Regional Settings of the user account that runs the service.
ARTIMEONLY
The format used by the program for time-of-day fields. UNIX onlyThis value consists of a string of operators as defined by the strftime library call. (Some combinations display successfully but cannot be translated for input.) If you do not set ARTIMEONLY, the system uses the time format for the language specified by the LANG variable. Windows onlyThis value consists of a string of operators as defined by Regional Settings. If you do not set ARTIMEONLY, the system uses the date format specified in the Regional Settings of the user account that runs the service.
LANG
UNIX onlyEstablishes the locale for AR System, based on information obtained during program installation. Normally, this setting is managed by the arsystem script.
LC_ALL
UNIX onlyEstablishes the locale for AR System, based on information obtained during program installation. Normally, this setting is managed by the arsystem script. Files UNIX
ARSystemServerInstallDir/conf/ar ARSystemServerInstallDir/conf/ar.conf /etc/services
Appendix C
373
Windows
ARSystemServerInstallDir\Conf\ar.cfg WindowsSystemDir\drivers\etc\services
arsystem (UNIX only)

Description The arsystem script is used to start the AR System server and set the system environment appropriately. The script launches the armonitor process which, in turn, launches the arserverd process. Normally, you do not need to start armonitor or arserverd manually. Using the arsystem script ensures that the server starts with the correct environment variables, such as those representing library search path and locale. The script is located in the ARSystemServerInstallDir/bin directory. Synopsis Options
arsystem {start | stop | restart | env [ARSystemCommandAndOptions] | setenv [ARSystemCommandAndOptions]}
You can specify one of the following options on the command line:
start
Starts the AR System server and sets the environment accordingly.

stop
Stops the AR System server.

restart
Stops the AR System server, then starts it again and resets the environment.
env
Calls the UNIX env command, and runs the specified AR System command in a subshell. The env option can be used to invoke AR System commands, including arserverd, arsignal, and produse, as follows:
cd ARSystemServerInstallDir/bin ./arsystem env ./commandName commandOption1 commandOption2 ...
To display environment settings that pertain to the AR System server, use the following syntax:
arsystem env setenv
This option is equivalent to the env option. Environment

ARCONFIGDIR
Specifies the directory where the ar.conf file is stored. The arsystem script sets ARCONFIGDIR to ARSystemServerInstallDir/conf, and you should not need to change this value. However, arsystem does not modify ARCONFIGDIR if a preset value is found.
374
Configuration Guide
LD_LIBRARY_PATH
Solaris and Linux onlySpecifies the location of one or more shared libraries. API libraries, database client libraries, and other third-party libraries are included. Normally, this variable is managed by the arsystem script.
LIBPATH
IBM AIX onlySpecifies the location of one or more shared libraries. API libraries, database client libraries, and other third-party libraries are included. Normally, this variable is managed by the arsystem script.
SHLIB_PATH
HP-UX onlySpecifies the location of one or more shared libraries. API libraries, database client libraries, and other third-party libraries are included. Normally, this variable is managed by the arsystem script.
Java plug-in server

Description The Java plug-in server supports only Java plug-ins that use the Java plug-in API. The armonitor process initiates the Java plug-in server.
NOTE
If users try to use the Java plug-in server to load C plug-ins, they receive this error message: Java plug-in server does not support C plug-ins. Contact
Customer Support for details.
Synopsis
java -Xmx512m -classpath classPath com.bmc.arsys.pluginsvr.ARPluginServerMain -x hostName -i ARSystemServerInstallDir -m
Options
You can specify the following options on the command line:

-x
The host name of the AR System server.

-i
The directory where the AR System server was installed.

-m
Windows onlyRuns the process in manual mode, not as a Windows service. If you run the process in a command window, you must use the -m option. Files
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
375
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
At a UNIX prompt, type:

setenv ARTCPPORT 2020
Synopsis
arcache {-U|-G}{a|d} -e entryId [-g groupList] [-i groupID] [-c groupCategory] [-q "computedGroupQqualification"] [-t groupType] [-lw writeLicense] [-m mailAddress][-n name] [-p password] [-x notifyMech] [-d] [-u authenticationAliasName] [-r authenticationAliasString]
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.
External utilities
-i
Specifies the group ID (applicable for adding or updating groups only).

-c
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 password to assign (applicable for adding or updating users only).
-U
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
Specifies the default alert mechanism to use (applicable for adding or updating users only). Valid values for this option are 0 (none), 1 (notifier), or 2 (email). The default value is 1.
-d
Runs the program in debug mode. Messages that detail the progress of each operation being performed are printed to a log. Use this mode to diagnose problems with the arcache process only.
-u
Specifies the user name of the authentication alias.

Appendix C AR System server components and external utilities 377
-r
Specifies the authentication string of the authentication alias. See Setting up an authentication alias on page 69 for more information about authentication aliases. Environment
ARCONFIGDIR
UNIX onlySpecifies the directory where the ar.conf file and other AR System configuration files are stored. The arsystem script sets ARCONFIGDIR to ARSystemServerInstallDir/conf, and you should not need to change this value. However, arsystem does not modify ARCONFIGDIR if a preset value is found. 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
No password or group membership is specified for this user. Add an admin user with a fixed license. The syntax is as follows:
arcache -Ua -eTEMP999 -lw 1 -n "TEMPADMIN"-p"" -g "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 338.
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. Synopsis
arreload -a "adminUser" [-o portNumber] {-u|-g} "schema" [-f] [-p "adminPassword"] [-h "serverNameValue"] [-d]
378
Configuration Guide
External utilities
Options
You can specify the following options in any order on the command line. Specify attributes within double quotes:
-a
Specifies a user with Administrator permission on the target servers (required).

-o
Specifies the port number for the server.

-f
Deletes all user or group requests from the cache on the specified target machines before reloading from the source machine. 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.
-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).
-u
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. The arsystem script sets ARCONFIGDIR to ARSystemServerInstallDir/conf, and you should not need to change this value. However, arsystem does not modify ARCONFIGDIR if a preset value is found.
Appendix C
379
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 the setting in the ar.conf (ar.cfg) file. (See Disable-Client-Operation2 on page 336.) 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.
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 {-a | -b | -c | -d | -e | -g | -l | -m | -p | -r | -u} serverName[: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, -d, -p, or -u options. Options You can specify one of the following options:
-a
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 Customer Support website at http://www.bmc.com/ support_home.
-b
Causes the server to recache and reload archive definitions.

-c
Causes the server to reload information from its configuration file ar.conf (ar.cfg).
-d
Causes the server to transfer the signal to a DSO process.

-e
Causes the server to recache and reload escalation definitions.

External utilities
-g
Causes the server to reload group and data dictionary information from the database.
-l
Causes the server to reload license information.

-m
Causes the server to reload computed group information.

-p
Causes the server to transfer the signal to an application process.

-r
Causes the server to recache definitions from the database.

-u
Causes the server to reload user information.
ImageExtractor.jar (ImageExtractor.bat)
Description The ImageExtractor is a Java utility that allows you to convert individually stored images contained in existing field display properties to AR System shared images. Shared images are server objects that you can manage in BMC Remedy Developer Studio.
NOTE
Prior to release 7.5 of AR System, a separate copy of each image is stored in the database for every field with which it is associated. By converting multiple copies of each image to a single image retrieved by reference, this utility reduces database storage space and cache requirements. The utility can convert all images associated with a specified set of forms, or all images in the database, to shared images and image references. The utility uses an image checksum to identify images that are already present in the server. If an existing image is found, that reference is used. Otherwise, a new shared image object is created. The ImageExtractor.jar utility is installed with the AR System server. On Windows, a batch file (ImageExtractor.bat) is provided to ensure the correct environment settings are configured when you run the utility. Both files are located in the ARServerInstallDir\api\lib\ directory. Synopsis java -jar ImageExtractor.jar
Appendix C
381
Options
The utility prompts for the following input: Server hostEnter the host name of the AR System server. Server portIf not using the AR System portmapper, enter the TCP port for the AR System server. If using a portmapper, press ENTER to leave this option blank. User nameEnter the AR System user name of a user who is a member of the Administrator group. PasswordEnter the password for the user. Image file containing the form namesEnter the name of the text file, if any, that lists the form names for which you want to convert images (see the Environment information). To convert all images on the AR System server, leave this option blank.
Environment
You must have a supported JRE installed and available in the server environment. To convert images for a specified list of forms, create a text file that contains one form name per line. For example, the ImageExtractor utility would use the following text file to convert all images in the Sample application forms listed:
Sample:Cities Sample:ClassCentral Sample:Classes Sample:DialogYesNo Sample:Enrollments Sample:GetWeather
Files
ImageExtractor.jar
382
Configuration Guide
Appendix
Date and time formats
This section descriptions formats AR System date and time formats. The following topics are provided: Short date formats (page 384) Long date formats (page 385) Day formats (page 386) Time formats (page 386) Additional characters (page 386)
Appendix D
383
Short date formats

The following table lists all the available Short Date Formats in the AR System User Preference form.
Table D-1: Short date formats (Sheet 1 of 2) Short Date Format Description MM/dd/yyyy MM/dd/yy MM/d/yyyy MM/d/yy M/dd/yyyy M/dd/yy M/d/yyyy M/d/yy dd/MM/yyyy dd/MM/yy dd/M/yyyy dd/M/yy d/MM/yyyy d/MM/yy d/M/yyyy d/M/yy yyyy/MM/dd yyyy/MM/d yyyy/M/dd Month, Day, Year (leading zero for single-digit months, leading zero for single-digit days, four-digit year) Month, Day, Year (leading zero for single-digit months, leading zero for single-digit days, two-digit year) Month, Day, Year (leading zero for single-digit months, four-digit year) Month, Day, Year (leading zero for single-digit months, two-digit year) Month, Day, Year (leading zero for single-digit days, four-digit year) Month, Day, Year (leading zero for single-digit days, two-digit year) Month, Day, Year (four-digit year) Month, Day, Year (two-digit year) Examples 01/01/2009 01/15/2009 01/01/09 01/15/09 01/1/2009 01/15/2009 01/1/09 01/15/09 1/01/2009 1/15/2009 1/01/09 1/15/09 1/1/2009 1/15/2009 1/1/09 1/15/09
Day, Month, Year (leading zero for single-digit days, leading zero for 01/01/2009 single-digit months, four-digit year) 15/01/2009 Day, Month, Year (leading zero for single-digit days, leading zero for 01/01/09 single-digit months, two-digit year) 15/01/09 Day, Month, Year (leading zero for single-digit days, four-digit year) Day, Month, Year (leading zero for single-digit days, two-digit year) Day, Month, Year (leading zero for single-digit months, four-digit year) Day, Month, Year (leading zero for single-digit months, two-digit year) Day, Month, Year (four-digit year) Day, Month, Year (two-digit year) Year, Month, Day (four-digit year, leading zero for single-digit months, leading zero for single-digit days) Year, Month, Day (four-digit year, leading zero for single-digit months) Year, Month, Day (four-digit year, leading zero for single-digit days) 01/1/2009 15/1/2009 01/1/09 15/1/09 1/01/2009 15/01/2009 1/01/09 15/01/09 1/1/2009 15/1/2009 1/1/09 15/1/09 2009/01/01 2009/01/15 2009/01/1 2009/01/15 2009/1/01 2009/1/15
384
Configuration Guide
Long date formats
Table D-1: Short date formats (Sheet 2 of 2) Short Date Format Description yyyy/M/d yy/MM/dd yy/MM/d yy/M/dd yy/M/d Year, Month, Day (four-digit year) Examples 2009/1/1 2009/1/15
Year, Month, Day (two-digit year, leading zero for single-digit months, 09/01/01 leading zero for single-digit days) 09/01/15 Year, Month, Day (two-digit year, leading zero for single-digit months) Year, Month, Day (two-digit year, leading zero for single-digit days) Year, Month, Day (two-digit year) 09/01/1 09/01/15 09/1/01 09/1/15 09/1/1 09/1/15
Long date formats

The following table contains a complete list of the available Long Date Formats that can be selected in the AR System User Preference form.
Table D-2: Long date formats Format dd MMMM, yyyy dd MMMM, yy dd MMM, yyyy dd MMM, yy d MMMM, yyyy d MMMM, yy d MMM, yyyy d MMM, yy MMMM dd, yyyy MMMM dd, yy MMMM d, yyyy MMMM d, yy MMM dd, yyyy MMM dd, yy MMM d, yyyy MMM d, yy Example 01 January, 2009 01 January, 09 01 Jan, 2009 01 Jan, 09 1 January, 2009 1 January, 09 1 Jan, 2009 1 Jan, 09 January 01, 2009 January 01, 09 January 1, 2009 January 1, 09 Jan 01, 2009 Jan 01, 09 Jan 1, 2009 Jan 1, 09
Appendix D
385
Day formats
The following table lists the available day formats in AR System User Preference form.
Table D-3: Day formats Day Format EEEE EEE Description Short Day format, three characters only. Examples Fri, Thu
Long day format. The day is displayed in full. Friday, Thursday
Time formats
The following table lists the available time formats available in the AR System User Preference form.
Table D-4: Time formats Time Format h:mm:ss a hh:mm:ss a H:mm:ss HH:mm:ss Description Examples
Time in 12-hour format (no leading zero 1:23:45 AM, 10:23:45 PM for single digit hours) Time in 12-hour format (leading zero for 01:23:45 AM, 10:23:45 single digit hours) PM Time in 24-hour format (no leading zero 1:23:45, 22:23:45 for single digit hours) Time in 24-hour format (leading zero for 01:23:45, 22:23:45 single digit hours)
Additional characters
If you need to include additional characters in your custom date or time display, include them in single quotes.
Table D-5: Additional characters for a custom display Format Date MM/dd/yy Time hh:mm:ss a Example Date 01/01/05 Time 01:23:45 AM
386
Configuration Guide
Appendix
AR System and Unicode
This section discusses running your Unicode server and how to AR System works with Unicode. The following topics are provided: Running your Unicode server (page 388) Specifying a character set for data import to a Unicode AR System server (page 389) Filter and escalation workflow (page 391) How AR System works with Unicode (page 391)
Appendix E AR System and Unicode
387
Running your Unicode server

Running a client from the command line on Windows
Use the --unicode flag when you invoke any of the following programs:
arcache archgid archgsel ardisabled arhelp arl10nmenu arlabel arreload artext arworkflow fbupdate
For an example, see arlabel.txt (online documentation for the arlabel utility) in the Unsupported folder where AR System is installed.
Running a Unicode client from the command line on UNIX

To run a Unicode client from the command line, you must: Set the locale by using either of the following methods: Set the LC_ALL and LANG environment variables to a value produced by the locale -a command. Set the locale in your .profile file (sh/bash users) or .cshrc file (csh/tcsh users). The client uses the values you set in the Shell script. Of the locales listed, AR System supports those ending in UTF-8 (for Solaris and AIX) and utf8 (for HPUX and Linux). See your UNIX documentation for information about how to set your locale settings. Make sure that the dynamic libraries for AR System 7.x are available by adding the ARSystemServerInstallDir/server/bin directory to your dynamic library path with the appropriate environment variable:
LIBPATH on AIX SHLIB_PATH on HP-UX LD_LIBRARY_PATH on Solaris and Linux
388
Configuration Guide
Specifying a character set for data import to a Unicode AR System server
For example, on Solaris, enter:

$ LD_LIBRARY_PATH=$LD_LIBRARY_PATH:/opt/bmc/ARSystem/server/bin; export LD_LIBRARY_PATH
To simplify the process, if you are running on the UNIX system where the AR System server is installed, you can use the arsystem env command:
$ ARSystemInstallationDirectory/server/bin/arsystem env commandName arguments
This automatically sets the dynamic library path and locale variables to the same values that the AR System server uses.
Restricting client access to an AR System 7.x or later Unicode-enabled server

You can configure an AR System 7.x or later Unicode-enabled server so that only Unicode clients have access. The Configuration tab of the AR System Administration: Server Information form provides a Disable Non-Unicode Clients option. (This option applies to all BMC Remedy clients except for BMC Remedy Developer Studio and BMC Remedy Alert.) Consider disallowing access by pre-7.x clients to prevent use of a 6.3 or earlier version of BMC Remedy Administrator with a Unicode-enabled server. The BMC Remedy AR System Administration Console allows you to specify the minimum API that the server supports. AR System 7.x or later clients use API version 12, so enter the number 12 to prevent access to older clients.
Specifying a character set for data import to a Unicode AR System server

When importing pre-7.0 data to an AR System 7.0 or later Unicode server using XML .ARX or .DEF files, specify which character set the data uses. Specifying a character set lets AR System know that it needs to convert the incoming data from a non-Unicode character set to Unicode.
NOTE
When you export data using AR System 7.0 or later, it includes the correct code for the character set in the output file. If you do not specify a character set, the AR System server assumes the data is in the same character set the AR System server uses. If the character sets do not match, your data will be imported but corrupted.
IMPORTANT
Note the differences in syntax between the .ARX and .DEF files. Using the wrong syntax can cause unexpected results from your import.
389
To specify a character set in an XML file

Open the XML file and make sure the proper encoding is specified in the following line:
<?xml version="1.0" encoding="encodingName"?>
For example to specify traditional Chinese:

<?xml version="1.0" encoding="big5"?>
To specify a character set in an .ARX file

Open the .ARX file and enter the following line at the top of the file:
CHAR-SET encodingName

CHAR-SET big5
To specify a character set in a .DEF file

Open the .DEF file and enter the following line at the top of the file:
char-set: encodingName

char-set: big5
The following table contains character set encoding names you should use when you edit your .ARX or .DEF file.
Table E-1: Character set encoding names Language Traditional Chinese Simplified Chinese Western European languages, such as English, French, German, Italian, Spanish, and so on. Central European languages, such as Polish, Czech, Hungarian, and so on. Cyrillic: Eastern European - Russian, Ukrainian, Belarusian, Bulgarian, Serbian, and Macedonian, and so on. Baltic languages, such as Latvian, Estonian, and Lithuanian. Japanese Korean Encoding Name big5 gb2312 windows-1252 windows-1250 windows-1251
windows-1257 euc-jp shift_jis euc-kr
390
Configuration Guide
Filter and escalation workflow
Filter and escalation workflow

Some server-side workflow actions call byte-oriented filter functions such as LENGTH, SUBSTR, and STRSTR. There are also character-oriented equivalents such as LENGTHC, SUBSTRC, and STRSTRC. Because UTF-8, Chinese, Japanese, and Korean characters can occupy one or more bytes, the byte-oriented and character-oriented lengths and offsets are different. When creating workflow actions, be aware of the difference, for example:
LEFT($8$, 3) extracts a prefix of no more than 3 bytes from field 8. LEFTC($8$, 3) extracts a prefix of no more than 3 characters from field 8.
How AR System works with Unicode

How AR System converts character sets
IMPORTANT
It is possible to convert all characters from any character set supported by AR System into Unicode. It is not possible, however, to convert all Unicode characters into any other single character set. Where such conversion is not possible, AR System replaces the characters in question with another character. Where conversion between codesets occurs in AR System depends on which versions of the AR System clients you are running and whether the AR System server is running in Unicode. Possible combinations are as follows: When you run a pre-7.0 client against a 7.x or later AR System server running in Unicode, the AR System server converts data to the codeset it would use if the server were not running in Unicode. When you run a 7.x or later client against an AR System server running in Unicode, the AR System server transmits in UTF-8, and lets the API library code running in the client handle any conversion. If the client program expects UTF8, the library need not do anything. If the client program expects some other codeset, the library converts the characters. When you run a 7.x or later client against a 7.x or later AR System server not running in Unicode, the API library code running in the client handles any necessary conversion. If the client does not expect Unicode, no conversion is needed.
391
If one side (either server or client) is running in Unicode, and the other is not, AR System converts between the other code set and Unicode. For compatibility with existing practice, the system uses Windows code pages instead of the ISOstandard encodings usually used in UNIX to represent certain languages, as outlined in the following table.
Table E-2: Comparison of Windows code pages and ISO-standard encodings Windows code page 1252 1252 1251 1250 1257 1254 1253 ISO character set 8859-1 (Latin 1) 8859-15 8859-5 8859-2 (Latin 2) 8859-4 8859-9 8859-7 Used with these languages English and most Western European languages written in the Latin alphabet Same as Latin 1 but with Euro symbol Russian and other languages written in the Cyrillic alphabet Polish, Czech, and other Central European languages Baltic languages Turkish Greek
If AR System determines that the client is running in Shift-JIS (universal, for Japanese Windows systems), and the server is running in EUC-J (Japanese UNIX systems), it converts characters between these encodings. For other double-byte languages, AR System supports: Traditional Chinese using the Big5 character encoding (AR System converts characters between Big5 and Unicode as needed.) Simplified Chinese using the GB2312 character encoding (AR System converts characters between GB2312 and Unicode as needed.) Korean using the EUC-KR character encoding (AR System converts characters between EUC-KR and Unicode as needed.) The system does not support any other character-set conversions between servers and clients. The character encodings between clients and servers must match to prevent errors and data loss.
How field widths are determined

AR System Unicode servers store characters in databases using UTF-8 (DB2, Informix, Oracle, and Sybase databases) or UTF-16 (Microsoft SQL Server databases). UTF-8, being a byte-oriented character encoding, is similar to other byte-oriented encodings that AR System supports, such as Shift-JIS and EUC (for Japanese) or GB2312 (for Simplified Chinese).
392
Configuration Guide
However, a character sequence encoded in UTF-8 tends to be longer than the same characters in one of the other encodings. Also, characters from European languages, which occupy 1 byte each in the other encodings, can occupy 1 or 2 bytes in UTF-8, as outlined in the following table.
Table E-3: How characters are expanded in UTF-8 Characters ASCII European Expansion in UTF-8 1 1-2 Notes Every ASCII character represents itself in UTF-8. European texts combine ASCII with accented and inflected letters and special punctuation. The actual expansion depends on the text itself, and somewhat on the language. For example, Italian text is closer to 1, because it uses relatively few accented letters; Russian text is closer to 2, because nearly all Russian words are spelled with non-ASCII (2-byte) characters, leaving only spaces and punctuation as 1-byte characters. Chinese and Korean encodings use 2 bytes for each character; the same characters in UTF-8 occupy 3 bytes. The actual expansion is near 1.5 unless the text makes heavy use of ASCII (which makes the expansion slightly smaller). On average, this expansion is 1.5 as with Chinese and Korean: Most Japanese characters occupy 2 bytes in a codeset like Shift-JIS and 3 bytes in UTF-8. EUC (the Japanese encoding historically used on UNIX systems) offers 3-byte forms. If your text has many of these, the expansion is correspondingly smaller. The Japanese language is written using kanji (the full-width characters resembling Chinese text), but also uses two other writing systems known as hiragana and katakana. These kana characters occupy just 1 byte in Shift-JIS, and 3 bytes in UTF-8. So a character sequence with a high proportion of these expands by a factor of nearly 3. (Japanese punctuation and double-wide digits occupy 2 bytes in Shift-JIS and EUC, so they do not expand as much as kana do.)
Chinese, Korean Japanese
1-2
1-3
NOTE
Because of this expansion on conversion into UTF-8, data converted to UTF-8 might not be imported correctly because it no longer fits into the database columns. To avoid this problem, expand the sizes of the affected form fields. In UTF-16, each Unicode character occupies 1 or 2 code units (each code unit is a 16-bit quantity). Each ASCII and European character occupies 1 code unit; each Chinese, Korean, and Japanese character, which might be 2 bytes in its languagespecific encoding, also occupies 1 code unit. These expansions are valid for the characters of Unicodes Basic Multilingual Plane (BMP)the original set of 65,536 characters presented in Unicode 1.0 and modified in Unicode 2.0. Since version 3.0, Unicode has provided a mechanism to define up to about 1 million supplemental characters. Supplemental characters have been defined for Chinese and also for some specialized usages in mathematics, musical typesetting, and information processing. Each supplemental character occupies 4 bytes in UTF-8, and 2 code units in UTF-16.
393
How serialized strings are encoded and decoded

Like the AR System 6.3 server, AR System 7.0.01 and later servers encode and decode serialized strings using character lengths implied by the servers character encoding. (The AR System 7.0 server computes strings using character lengths implied by the client's character encoding.) The server encodes and decodes these strings using the Application-ParseQual and Application-Format-Qual actions performed by filters and active links. The ARDecodeARQualifierStruct and ARDecodeARAssignStruct C API calls (and Encode variants of those functions) also process serialized strings. This issue does not affect most serialized strings because they contain only ASCII characters. In every character encoding supported by the AR system, each ASCII character occupies exactly 1 byte. The lengths of non-ASCII characters depend on the character encoding in use. For example, a qualifier such as
'Submitter' LIKE "%%"
produces a serialized string that counts the as 1 byte in the standard Windows Code Page 1252 encoding, but 2 bytes in UTF-8. Clients and servers generate errors if presented with strings that have incorrect lengths. As a workaround, use BMC Remedy User 7.0.01 or later with the 7.0.01 or later Unicode server. (You can continue to use version 7.0 of the mid tier.) If you have a 7.0.01 or later non-Unicode server and a 7.0 mid tier, upgrade the mid tier to version 7.0.01 or later. Always use the same version of BMC Remedy Administrator (7.0.01 or 7.1.00) or BMC Remedy Developer Studio (7.5.00) with the AR System server.
Unicode composition and normalization

AR System expects to receive characters in Unicode Normalization Form C. Form C, which is the same normalization form as expected by XML processors, uses the single-character forms for European accented letters and for Korean jamo characters. This form is also the shortest; that is, text encoded in this form occupies fewer bytes than in other normalization forms. For more information, see the Unicode Consortium website at http:// www.unicode.org.
How AR System derives a codeset in an API program

When your API program calls ARInitialization, AR System derives a client request codeset from the locale information in ARControlStruct as follows: If the ARControlStruct.locale.charset field contains a string, AR System uses that string to determine the codeset. If the ARControlStruct.locale.charset field is empty, ARInitialization examines the ARControlStruct.locale.locale field. If this field contains a string of the form, lang_COUNTRY.codeset or lang_COUNTRY.codeset@modifiers, AR System uses the substring beginning with codeset to determine the proper codeset to use.
If the ARControlStruct.locale.charset and ARControlStruct.locale.locale fields are empty, AR System attempts to determine the client request codeset from the system environment. The API recognizes the following codeset strings:
UTF-8The client must communicate with the API in the UTF-8 character
encoding of Unicode. "" (empty)The client must determine the client request codeset from the system environment. The API generates an error when the ARControlStruct.locale.charset field or the codeset portion of the ARControlStruct.locale.locale contain a string other than UTF-8 or an empty string. The API detects a change to the codeset and immediately applies it. This enables an API program to change its codeset between API calls.
395
396
Configuration Guide
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: Using produse.exe (page 398)
Appendix F
Using produse.exe
397
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.
To use produse.exe to generate a license usage report

1 Go to the directory in which the produse.exe utility is located:
(UNIX) ARSystemServerInstallDir/bin (Windows) ARSystemServerInstallDir
IMPORTANT
Before running produse.exe on UNIX platforms, make sure the ARSystemServerInstallDir/bin directory is in the library path environment variable: LD_LIBRARY_PATH (Linux, Solaris), LIBPATH (AIX), or SHLIB_PATH (HPUX).
2 At the prompt, enter this command: produse [-i inputFilePath] [-o outputFilePath] [-s startDate] [-e endDate] [-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) ARSystemServerInstallDir/Db (Windows) ARSystemServerInstallDir/ARServer/Db If this parameter is not specified, the current directory and the LicenseReport.txt file name are used. -o Specifies the full or relative path to the output file. By default, the output file name is ReportResult.csv and is located here: (UNIX) ARSystemServerInstallDir/Db (Windows) ARSystemServerInstallDir/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.
398
Configuration Guide
Using produse.exe
-s
Specifies the start date of the report in D/M/YYYY format. The start time is 12:00 a.m. on the specified date. If this parameter is not specified, the report includes data from the beginning of the LicenseReport.txt file. If this parameter exceeds the range covered by the LicenseReport.txt file, the range covered by the file is used instead, and that range is indicated in the report header.
-e
Specifies the end date of the report in D/M/YYYY format. The end time is 12:00 p.m. on the specified date. If this parameter is not specified, the report includes data to the end of the LicenseReport.txt file. If this parameter exceeds the range covered by the LicenseReport.txt file, the range covered by the file is used instead, and that range is indicated in the report header.
-r
Backs up the current LicenseReport.txt file by renaming it LicenseReport--fileCreateDate--currentDate.txt and generating a new LicenseReport.txt file.
NOTE
You can also generate a license usage report from the Administration Console. See Chapter 2, Licensing AR System.
Appendix F
Using produse.exe
399
400
Configuration Guide
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 54 User form 52 access, restricting 389 accrue searches 287 accruing results with FTS 282 active links, run process directory and shell 121 activity, business creating 213 viewing associations 217, 218 Add or Remove Licenses form 36 admin queue 25 administrator operations, disabling 128 administrator-only mode 127 aging passwords 61 Alert Events form 245 alerts See also BMC Remedy Alert architecture 244 configuring server 188 disabling 128 escalation 246 log file 145 mapping through firewalls 347 mid tier 246 queue 25 server architecture and 19 time-out 157 verifying users who receive 129 viewing 245 viewing registration activity, with server events 203 web-based, list 246 alias for server name 150 allowing guest users 59, 127 unqualified searches 127 users to change records 58 API architecture and 19 log file 145 version 126 appending to existing log file 148 Application License field 55 application services password 132 AR Export file 310311 ar file 320 AR System Administrator Preference form 77 AR System Current License Usage form 42 AR System Historical License Usage form 44 AR System licensing 32 AR System Portmapper overview 29 registering 152 AR System Searches Preference form 77 AR System server configuring 118 ID 143 scalability 23 Windows stand-alone 181 AR System Server Group Operation Ranking form 173 AR System User Central File form 77 AR System User Preference form Accessibility tab 82 Advanced tab 84 Alert tab 86 Color tab 87 common fields 82 Confirmation tab 88 Display tab 89 Edit tab 90 File tab 92 General tab 93 Home Page tab 98 Locale tab 99 Logging tab 101 Misc tab 102 overview 77 Recent tab 106 Index 401
AR System User Preference form (continued) Report tab 107 Web tab 109 Window tab 111 ar.conf (ar.cfg) file 320 ar.ini file 78 aralert.log 145 arcache utility 121, 191, 376 architecture alert 244 AR System 16 AR System server 18 mid tier 17 archiving, disabling 128 ardb.conf (ardb.cfg) file 364 ardist.log 146 AREA configuring server 185 overview 19 RPC program number 138, 186 ARerror.log messages 264 ARF plug-in API 19 arfilter.log 145 arforkd utility 370 arforkd.log 146 arftindx.log 145, 300 armonitor utility 370 armonitor.conf (armonitor.cfg) 367 arplugin utility 371 arplugin.log 146 arreload utility 121, 191, 378 arserverd (arserver) utility 371 arserverd process 294 arsignal utility 380 arsql.log 145, 300 arsrvgrp.log 145 arsystem script 374 arthread.log 145 aruser.log 145 ASCII files, generic 266 assignee groups 129 assigning TCP port numbers 150 assignment forms, adding 254 rules 259 Assignment Engine Administration Console 251 ARerror.log file and 264 Forms tab 251 methods 252 Processes tab 251 Assignment Engine (continued) Rules tab 251 rules, creating 259 attachment tables 317 attachments exporting 267 indexing for 295 multiple languages and file formats 295 audit fields, disabling 131 authenticating unregistered users 140 authentication alias 69 Authentication field, Login dialog box 73, 141 Authentication Login Name field, User form 70 Authentication String Alias configuring 72 overview 71 Authentication String field, User form 72 auto-assignment adding, assignment forms 254 Assignment Engine Console 251 methods 252 rules 259
B
backup log file 148 blank password 61 BMC Atrium CMDB Web Services Registry location 161 update 161 BMC Remedy Alert about alerts 19 installing 247 overview 245 BMC Remedy Data Import fallback mappings 275 overview of 265 preferences 269 BMC Remedy Mid Tier Configuration Tool 18 BMC Remedy User licensing user, full text search 283 search results, order 282 setting home page 98 sorting requests by weight (FTS) 282 weight (FTS) in results list, displaying 303 BMC Software, contacting 2 business activity creating 213 viewing associations 217, 218 business hours, defining 234 business hours, defining business time 234 Business Segment-Entity Association form 209
402
Configuration Guide
Business Segment-Entity Association_Join form 209 business time Application-Bus-Time-Add command 227, 240 Application-Bus-Time-Assoc-Add command 231 Application-Bus-Time-Assoc-Diff command 231 Application-Bus-Time-Assoc-Get-Free-Window command 232 Application-Bus-Time-Assoc-Get-Next-Window command 232 Application-Bus-Time-Assoc-Subtract command 232 Application-Bus-Time-Diff command 227, 241 Application-Bus-Time-Get-Next-Window command 228 Application-Bus-Time-Subtract command 228, 241 Application-Get-Next-Recurrence-Time command 232 command syntax 224 examples, one hour gap 236 forms 209 holidays adjust time across midnight 239 dates and times, entering 238 holiday time, using 236 international server 238 no end time 238 no start and end time 238 no start time 238 holidays form, setting dates in 236 how it works 210 migrating 242 offset hours, using with 223 overview 208 time zones 219 Business Time Segment form 209 Business Time Shared Entity form 209 Business Time Shared Entity-Entity Association_Join_Join 209 changes object 193 server cache 156 user and group 156 viewing 192 changing passwords 62 changing records, allowing users to 58 charges for licenses 34 check interval, server groups 123 CleanupAlertEvents escalation 246 clients, configuring TCP port numbers 183 CLOB storage 137, 351 clustered index used with Request ID 137 command line, Unicode 388 comma-separated value files 266 computed groups overview 55 searching in User form 55 config.properties file 18 configuration files ar 320 ar.conf (ar.cfg) 320 ardb.conf (ardb.cfg) 364 armonitor.conf (armonitor.cfg) 367 config.properties 18 configuration options for full text search 297 Configuration Tool, alert system and 247 configuring AREA server 185 clients 30, 78, 183 databases 137 firewalls 182 multiple servers 165 server information 124 servers for alerts 188 servers for plug-ins 184 threads 153 Windows clients and portmapper 184 consoles, Assignment Engine Administration 251 controlling version 160 cost for licenses 34 cross-reference blank password 54, 141, 186 currency ratio, cache refresh interval 158 currency types default allowable types 135 default functional types 135 server settings 134 user preferences 100 current license usage 42 current licenses 50 customer support 3 customizing environment 76
C
cache changes 156 initialization 162 mode 162 refresh interval for currency ratio 158 caching form display properties 130 centralized preferences 77
Index
403
D
data import, Unicode 389 data mapping with saved files 278 data, reloading 380 database servers 20 databases attachment tables 317 configuration file 137 password 136 searching 282 server information 135 status history table 317 UNIX directory 136 user name 136 version 136 datatype values, Server Events form 202 date format 383 dates in business time holidays form 236 debug modes trace mode 143 using log files 143 default home form 126 web path 121 Default Notify Mechanism field 55 deleting Demo user 58 licenses from AR System servers 37 users 58 Demo user deleting 57 initial installation 57 disabling administrator operations 128 alerts 128 archive 128 audit fields 131 escalations 128 dispatcher thread 27 Distributed Server Option. See DSO documentation, AR System 12 DSO configuration file options 339 local server password 133 log file 146 remote server password 133
E
email line length 120 notifications 126 reserved field for address 56 entries returned by GetList 125 environment AR System architecture 16 customizing 76 variables 30 error messages, localizing 122 escalations CleanupAlertEvents 246 disabling 128 log file 145 process time-out 157 queue 26 estimating FTS index size 302 Event Details fields 196 events recorded in Server Events form 191 events, server 154 export file 310 exporting attachments 267 licenses 38 source data 266 external authentication (AREA) configuring server 185 defined 19 RPC program number 138, 186 setting parameters 137 time-out 139
F
fallback mappings 275 fast queue 26 field widths and Unicode 392 fields changing existing value 309 changing length 308309 Event Details 196 FTS, defining for 301 indexing 294, 301 preserving existing values 309 Request ID and 306 reserved for Server Events 190
404
Configuration Guide
files, configuration ar 320 ar.conf (ar.cfg) 320 ardb.conf (ardb.cfg) 364 armonitor.conf (armonitor.cfg) 367 Filter API RPC time-out 157 filters ARF plug-in API 19 log file 145 maximum 120 process time-out 157 firewalls 182 fixed license 48 fixed write license 143 floating licenses information displayed 143 overview 49 releasing 51 time limit 158 force password change 62 form search field, adding 291 forms Add or Remove Licenses 36 Administrator Preference form 77 Alert Events 245 assignment forms, adding 254 business time 209 Current License Usage 42 Historical License Usage 44 Object Reservation 160 preference 77 Request ID and 306 Searches Preference form 77 Server Events 156, 190, 196 server, maximum number 143 User 52 User Central File 77 User Preference 77, 81 vendor 20 view 20 Forms tab 251 FTS. See full text search Full Name field (user) 55 full text search accrue operator 282 accruing results 282 administering 293 capabilities 282 configuration options 297 criteria 284 defining fields 301 disk space and 302 full text search (continued) fields, indexing 294, 302 Ignore Words List 283, 293 indexes 284, 302 indexing for attachments 295 licenses 283 logging 299 method 284 multiple languages and attachment files 295 overview 282 QBE settings 291 queue 26 results list, formatting 303 results, weighting 282 sorting records by weight 282 sorting requests by weight 282 time required to rebuild index 296 troubleshooting 299 upgrading FTS 300 using 284 weight, displaying 303
G
GetList 125 glu command 50 Group List field 54 groups changes 156 client-side logging 148 computed, in User form 55 multiple assignee 129 viewing changes 194 guest users, allowing 59, 127
H
hardware platform, displaying 149 historical license usage 44 home page Default Home Form filed 126 form for BMC Remedy User 98 form for mid tier 98 server for BMC Remedy User 98 server for mid tier 98 host ID, determining AR System server 35
Index
405
I
Ignore Words List rebuilding index 296 searches, using in 293 using 283 ImageExtractor.jar 381 importing attachments 267 creating mapping files 275 data to Unicode server 389 licenses 38 procedure 278 stopping an import 279 indexes fields 301 FTS size, estimating 302 full text search 284, 294 Ignore Words List 296 time required to rebuild FTS 296 initialization, cache 162 in-row storage, Oracle database 137, 351 issues, when creating searches 292
J
Java API 18 Java plug-in server 375 JSP engine 17 JSP servlets 18
K
keys, license 35
L
license usage forms 42 licenses about AR System licensing 32 adding to AR System servers 36 charges 34 current 50 exporting 38 fixed 48 fixed write 143 floating 49 floating write 143 full text search 283 host ID for AR System server 35 importing 38
licenses (continued) keys 35 license pools 52 limits 34 Manage User Licenses form 49 maximum number of forms 143 pools 49, 52 produse.exe 398 read 48 recording data in usage forms 46 registered users 50 releasing floating 51 removing from AR System servers 37 ReportResult.csv file 40 restricted read 48, 55 reviewing usage 40 server group 33 server information 142 submitter mode 143 tab in Server Information form 142 tracking server group usage 45 types 33, 48, 55, 143 usage reports 40 user 49 verifying purchased 41 limits on licenses 34 list queue 26 literal search 288 load balance by capacity assignment method 252 by number assignment method 252 load-balanced environment, using with server events 190 local preferences 76 local server password, DSO. See DSO locale 99 localizing error messages 122 log files alert 145 allowing space for 266 API 145 append to existing 148 arforkd 146 backup 148 DSO 146 escalation 145 filter 145 plug-in 146 server groups 145, 178 server information 143 settings 146 SQL 145, 299
406
Configuration Guide
log files (continued) threads 145 trace mode 143 users 145 log forms 144 logging in as a different user 268 authentication alias 69 Authentication field 73 BMC Remedy Administrator 267 User Name field 71 user prompt 125 logging, full text index 299 Login dialog box, authentication alias 71 Login Name field, User form 54 logins, unique 73 multithreaded servers architecture 23 queues 2427 RPC program numbers 25 threads 27, 29 multi-tier architecture 16
N
next available Request ID, changing 306 notifications BMC Remedy Alert 245 email 126 ports 152 time-out 157 web-based alerts 246 Notify action 245
M
Manage User Licenses Information form 49 managing passwords 56 mandatory preference server 78 mapping fallback mappings 275 loading a mapping 278 saving a mapping 277 using a saved mapping file 278 mapping files creating for import 275 types for importing 266 max forms allowed on server 143 maximum entries returned by GetList 125 filters for an operation 120 line length in email 120 log-file size 148 stack of filters 120 methods, auto-assignment 252 mid tier administration password 132 setting home page 98 web-based alerts 246 migrating business time 242 modes administrator-only 127 server records 122 submitter 60, 142, 143 multiple assign groups 129 multiple servers 150, 165
O
object changes, viewing 193 object modification definition files, saving 159 object modification log, enabling 159 object relationships BMC Remedy Developer Studio and 130 recording 130 object reservation enforcing 159 subadministrator access 160 offset hours, using with business time 223 operating system, displaying 149 operations, preventing 127 Oracle database, CLOB storage 137, 351
P
parametric full text search 292 Password field in User form 54 password management fields 56 password management policy 62 passwords administering 131 aging in operating system validation 61 application service password 132 blank 61, 186 BMC Remedy Alert 246 changing 62 character limit in Password field 54 Cross Ref Blank Password option 61 database 136 Demo 57
Index
407
passwords (continued) DSO local server 133 DSO remote server 133 length for operating system validation 61 length limit in Password field in User form 54 lockout periods for operating system 61 modifying by users 58 number of retries 348 Password field in User form 54 plug-in server password 132 qualifications for restrictions 67 security 54, 61 validating 141 validating operating system 61 workflow server 133 performance tuning request ID uses clustered index 137 unqualified searches 127 permission types 54 permissions, User form 59 plug-ins AR System filter plug-in API 19 configuring server 184 log file 146 server password 132 pools, license 49, 52 port numbers. See TCP port numbers portmapper, removing dependency 184 ports notification 152 server 150 preference servers behavior 80 mandatory 78 preferences See also AR System User Preference form centralized 77 forms 81 local 76 overview of BMC Remedy Data Import 269 server 78 synchronization 76, 77 user 76, 81 Windows clients 81 prefixes lengthening 316 shortening 313 preloading tables 124, 163 preventing user operations 127 private queues adding 184 operations supported 27 overview 27 $PROCESS$ business time 224 commands 224 process time-out 157 Processes tab 251 product support 3 produse.exe 398 properties, indexing for FTS 302
Q
QBE settings 290 qualifications for password restrictions 67 queries. See searches queues admin 25 alert 25 configuring threads 153 escalation 26 fast 26 full text search 26 list 26 overview 2427 private 27 server 150, 153 server statistics 122
R
read license 48, 55 rebuilding FTS indexes 296 Record Object Relationships 130 recording events 191 recording interval, statistics 122 Recurrence 232 recurrence options 232 overview 208 registered licenses 50 users 53 registered users in BMC Remedy Alert 246 registering with portmapper 152 registry settings 160 BMC Remedy Alert See also alerts Remote Procedure Call (RPC). See RPC program numbers
408
Configuration Guide
remote server password, DSO 133 removing. See deleting ReportResult.csv file 40 reports, license usage 40 Request ID field changing length or prefix 308309 changing value 309 clustered index and 137 number 306 preserving existing values 309 working with 306 Request ID, changing next available 306 requests processing 28 restarting threads 29 routing to appropriate queues 27 submitter mode 60, 143 reserved fields, Server Events 190 restricted read license 48 restricting access 389 retries for passwords 348 Round Robin, assignment method 252 RPC program numbers AR RPC number 184 external authentication server 138, 186 fixed 25 setting 151 rules 259 assignment 259 sequencing 261 Rules tab 251 run process directory 121 security Demo password 57 guest users 59 passwords 54, 61 settings 121 sequencing, rules 261 server cache, changes 156 server events alert client registration 156 archive 156 server groups 156 server setting changes 156 settings 154 types 156 using with load-balanced environment 190 Server Events form 189 automatic generation 190 creation 190 datatype values 202 event types 192 events that can be recorded 191 server setting changes 196 specifying 156 using 190 workflow and 205 server groups check interval, setting 123, 171 configuration file options 358, 359 group name, setting 123, 169 licensing 33 log file, setting 145, 178 logging in Server Events form 178 operations 165 overview 167 specifying a server as a member 128 tracking license usage 45 server information advanced 119 configuration 124 currency types 134 database 135 EA tab 137 licenses 142 log files 143 overview 118 password administration 131 platform 149 queues 150 registry settings 160 server events 154 server ports 150
S
saved mapping files 278 scalability AR System server 23 mid tier 23 scheduling workdays 234 searches accrue 287 for computed groups 55 full text search issues 292 full text search strategies 292 Ignore Words List, using in 293 literal 288 parametric full text search 292 QBE settings and FTS 290 unqualified 127 Word or Phrase 285
Index
409
server information (continued) timeouts 157 version control 158 Server Information form 118 server recording mode 122 server statistics 122 server utilities arcache 376 arforkd 370 armonitor 370 arplugin 371 arreload 378 arserverd (arserver) 371 arsignal 380 arsystem 374 ImageExtractor.jar 381 Java plug-in server 375 servers alerts, configuring for 188 AR System, architecture 18 architecture 23 AREA 185 cache changes 156 configuring clients and 183 for plug-ins 184 threads 153 database 20 directory 149 language 126 license type 143 maximum forms allowed 143 multiple 150, 165 name alias 150 object changes 193 ports 150 preference 78 private 27 processing concurrent requests 27 queue 2427, 153 report server 85 See also server cache server groups 167 stand-alone 181 statistics 122 TCP/IP port 152 time zone 150 version 149 web 18 web servers servlets 18, 23 settings log files 146 QBE 291 server information 118 sort records by weight 282 source data, exporting 266 SQL ardb configuration file warning 364 log file 145 logging 299 SQL commands Request ID field prefix, lengthening 316 Request ID field prefix, shortening 313 stand-alone server, Windows and AR System 181 starting armonitor utility 370 statistics, recording server 122 status history table 317 stems, word 290 strategies for full text searching 292 subadministrators, access with object reservation 160 submitter mode option 143 submitter, special access mode 60 support, customer 3 Sybase database, Request ID and 307 syntax, business time commands 224
T
table types, database attachment details 317 status history 317 tabs Forms 251 Processes 251 Rules 251 TCP port numbers 29 AR TCP Port 184 assigning 150 configuring clients 183 TCP/IP port 152 technical support 3 thread manager 29 threads configuring 153 dispatcher 27 log file 145 notification 152 processing requests 28 restarting 29 routing requests 27 types of 2728 worker 24, 28
410
Configuration Guide
time and date settings in AR System 207 time format 383 time zones 150, 219 timeouts 157 trace modes, debugging log files 143 types of licenses 48 users (continued) log file 145 names 54 operations, preventing 127 permissions 54 prompted for login 125 registered, in BMC Remedy Alert 246 viewing changes 194 utilities arcache 376 arforkd 370 armonitor 370 arplugin 371 arreload 378 arserverd (arserver) 371 arsignal 380 arsystem 374 ImageExtractor.jar 381 Java plug-in server 375 produse.exe 398
U
Unicode codeset in API program 394 command line 388 composition and normalization 394 converting character sets 391 data import 389 field widths 392 restricting access 389 serialized data and 394 workflow and 391 unique user logins 73 UNIX database directory 136 email notifications 126 starting UNIX servers 370 unqualified searches 127 unregistered users, authenticating 140 upgrading FTS 300 URL, base to mid tier 121 usage, reviewing license 40 User form Authentication Login Name field 70 Authentication String field 72 guest users 59 permissions 59 user information 53 user name alias configuring 70 overview 69 User Name field 71 users alert 129 authenticating 140 changes 156 creating 57 customizing preferences 76 defined 53 deleting 58 Demo user 58 email notifies from 126 full name field 55 guest 59, 127 license information 49
V
validating passwords 141 variable, environment 30 vendor form 20 verifying alert users 129 version control 160 view form 20 viewing alerts 245 group changes 194 server changes 192 server object changes 193 user changes 194
W
web BMC Remedy Mid Tier Configuration Tool 18 default path 121 server, definition 18 web services architectural overview 22 registry 160 web services registry location 161 web-based alerts 246 weight results with FTS 282 sorting records by 282 weight, full text search 303 Index 411
wildcards and full text search 290, 291 Windows servers data reload 380 starting 370 Word or Phrase search 285 word stems 290 worker threads 24, 28 workflow logging 148 Server Events form and 205 server password 133 write licenses, floating 51
X
XML files for mapping 266
412
Configuration Guide
*57359* *57359* *57359* *57359*
*95375*

BMC Remedy Action Request System 7.5.00 Configuration Guide

Încărcat de

Informații document

Descriere originală:

Drepturi de autor

Formate disponibile

Partajați acest document

Partajați sau inserați document

Opțiuni de partajare

Vi se pare util acest document?

Este necorespunzător acest conținut?

Drepturi de autor:

Formate disponibile

BMC Remedy Action Request System 7.5.00 Configuration Guide

Încărcat de

Drepturi de autor:

Formate disponibile

BMC Remedy Action Request System 7.5.

Contacting BMC Software

United States and Canada

Outside United States and Canada

Restricted rights legend

Support by telephone or email

Before contacting BMC Software

License key and password information

Configuring servers and clients

AR System server components and external utilities

Using produse.exe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398 Index 401

BMC Remedy Action Request System 7.5.00

Optimizing and Troubleshooting Guide Database Reference

Title C API Quick Reference Java API

Description Quick reference to C API function calls. Sun

Java Plug-in API

BMC Remedy Email Engine Guide Error Messages Guide

Administrators Everyone Administrators Everyone

BMC Remedy Action Request System 7.5.00

BMC Remedy Action Request System 7.5.00 architecture

BMC Remedy Action Request System 7.5.00 architecture

BMC Remedy Action Request System 7.5.00

AR System architecture overview

AR System architecture overview

Figure 1-1: AR System architecture

Other non-database data sources

BMC Remedy mid tier

BMC Remedy Action Request System 7.5.00 architecture

BMC Remedy Action Request System 7.5.00

AR System architecture overview

BMC Remedy Action Request System 7.5.00 architecture

BMC Remedy Action Request System 7.5.00

AR System architecture overview

Figure 1-2: AR System server infrastructure

Access Control and Data Validation

MSSQL Oracle Informix

BMC Remedy Action Request System 7.5.00 architecture

BMC Remedy Action Request System 7.5.00

AR System and web services

Creating and publishing a web service

Consuming a web service

Mid tier scalability

AR System server scalability

BMC Remedy Action Request System 7.5.00 architecture

BMC Remedy Action Request System 7.5.00

Figure 1-3: Multithreaded server architecture

AR System API programmer

Full Text Indexing Queue

390621-390634 390636-390669 390680-390694

BMC Remedy Action Request System 7.5.00

Full Text Indexing queue

BMC Remedy Action Request System 7.5.00 architecture

BMC Remedy Action Request System 7.5.00

Working with a portmapper service in AR System

Determining how many threads you need

Working with a portmapper service in AR System

BMC Remedy Action Request System 7.5.00 architecture

BMC Remedy Action Request System 7.5.00

Windows and portmapper services

Configuring API clients through environmental variables

BMC Remedy Action Request System 7.5.00

About AR System licensing

Changes in licensing from previous releases