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Contacting Us If you need technical support for this product, contact Customer Support by email at support@remedy.com. If you have comments or suggestions about this documentation, contact Information Development by email at doc_feedback@bmc.com. This edition applies to version 7.0 of the licensed program.
Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . 10 Learn about the AR System Developer Community . . . . . . . . . . . . 12 Why should you participate in the Developer Community? . . . . . . . . 12 How do you access the Developer Community? . . . . . . . . . . . . . 12
Chapter 1
Chapter 2
Contents
Chapter 3
Chapter 4
Chapter 5
4 Contents
Web service settings . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Log settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Mid-Tier Profiler . . . . . . . . . . . . . . . . . . . . . . . . . . 96 View logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Change password . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Browser settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Configuring Flashboards data points. . . . . . . . . . . . . . . . . . . 98
Chapter 6
Chapter 7
Contents
How a view is selected . . . . . . . . . . . . . . . . . . . . . . . . . 143 How locale is established . . . . . . . . . . . . . . . . . . . . . . . . 144 Session timeouts . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Creating help for web applications. . . . . . . . . . . . . . . . . . . . 145 Saving a web application to another location . . . . . . . . . . . . . . . 146 Making your web-based applications accessible to users with disabilities . . . 146 Browsers and third-party assistive devices. . . . . . . . . . . . . . . 146 Configuring JAWS . . . . . . . . . . . . . . . . . . . . . . . . 147 Configuring Windows-Eyes . . . . . . . . . . . . . . . . . . . . 147 Cursor types and form modes. . . . . . . . . . . . . . . . . . . . 148 User preferences for accessibility . . . . . . . . . . . . . . . . . . 148 Accessibility features . . . . . . . . . . . . . . . . . . . . . . . 150 Keyboard shortcuts . . . . . . . . . . . . . . . . . . . . . . . . 151
Chapter 8
. . . . . . . . . . . . . . 153
Cascading style sheets in AR System . . . . . . . . . . . . . . . . . . . 154 Overview of CSS rules . . . . . . . . . . . . . . . . . . . . . . . . . 154 CSS rule syntax . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Specificity . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Order of precedence. . . . . . . . . . . . . . . . . . . . . . . . 155 Default style sheets provided with AR System . . . . . . . . . . . . . . . 156 Customizing style sheets in AR System . . . . . . . . . . . . . . . . . . 158 Using style sheets with web applications . . . . . . . . . . . . . . . . . 158 Applying styles to AR System fields and other objects . . . . . . . . . . . 162 CSS selectors and field types . . . . . . . . . . . . . . . . . . . . 162 Customizing styles in BMC Remedy Administrator . . . . . . . . . . 169 Changing font styles . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Chapter 9
6 Contents
Including parameters in saved or defined searches. . . . . . . . . . . . . 180 Defining a search with parameters . . . . . . . . . . . . . . . . . . 180 Saving a search with parameters . . . . . . . . . . . . . . . . . . . 182 Running a defined or saved search with parameters . . . . . . . . . . 183
Chapter 10
Chapter 11
Contents
Backward compatibility . . . . . . . . . . . . . . . . . . . . . . . . 239 Macro conversion procedure . . . . . . . . . . . . . . . . . . . . 239 Localized reports created using macros . . . . . . . . . . . . . . . . 239 Crystal Reports tips for the Web. . . . . . . . . . . . . . . . . . . . . 240 Establishing a system data source name (DSN) for Crystal reports . . . . 240 ODBC driver configuration for Crystal reports . . . . . . . . . . . . 241 Restricting the number of records retrieved . . . . . . . . . . . . . . 244 Optimal formatting for all environments . . . . . . . . . . . . . . . 245 Saving a Crystal report. . . . . . . . . . . . . . . . . . . . . . . 246
Appendix A
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
8 Contents
Preface
Important: The compatibility information listed in the product documentation is subject to change. See the compatibility matrix at http:/ /supportweb.remedy.com for the latest, most complete information about what is officially supported.
Carefully read the system requirements for your particular operating system, especially the necessary patch requirements.
Audience
This guide is written for administrators who are responsible for setting up and maintaining web services, web reporting, and web applications built on the BMC Remedy Action Request System (AR System). It 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. You must know how to use AR System, including BMC Remedy Administrator, BMC Remedy User, and BMC Remedy Import.
Preface
AR System documents
The following table lists documentation available for AR System products. Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on AR System product installation CDs, on the Customer Support site (supportweb.remedy.com), or both. You can access product Help through each products Help menu or by clicking on Help links.
Title Concepts Description Audience
Overview of AR System architecture and features with Everyone in-depth examples; includes information about other AR System products as well as a comprehensive glossary for the entire AR System documentation set. Procedures for installing AR System. Administrators
Introduces topics that are usually only learned when first Everyone starting to use the system, including logging in, searching for objects, and so on. Describes components necessary to build applications in Developers AR System, including applications, fields, forms, and views. Contains all of the workflow information. Contains information about configuring AR System servers and clients, localizing, importing and exporting data, and archiving data. Developers Administrators
Installing and Administering BMC Remedy Mid Tier Integrating with Plug-ins and Third-Party Products Optimizing and Troubleshooting
Contains information about the mid tier, including mid Administrators tier installation and configuration, and web server configuration. Discusses integrating AR System with external systems using plug-ins and other products, including LDAP, OLE, and ARDBC. Administrators /Developers
Server administration topics and technical essays related Administrators to monitoring and maintaining AR System for the purpose of optimizing performance and troubleshooting problems.
10 Preface
Description
Audience
Database administration topics and rules related to how Administrators AR System interacts with specific databases; includes an overview of the data dictionary tables. Server administration and procedures for implementing Administrators a distributed AR System server environment with the BMC Remedy Distributed Server Option (DSO). Flashboards administration and procedures for creating Administrators and modifying flashboards and flashboards components /Programmers to display and monitor AR System information. Information about AR System data structures, C API function calls, and OLE support. Quick reference to C API function calls. Information about Java classes, methods, and variables that integrate with AR System. Procedures for installing, configuring, and using the BMC Remedy Email Engine. List and expanded descriptions of AR System error messages. Combined index of all books. Information about new features list, compatibility lists, international issues, and open and fixed issues. Procedures for using BMC Remedy User. Procedures for using BMC Remedy Import. Procedures for creating and modifying an AR System application for tracking data and processes. Procedures for using BMC Remedy Alert. Administrators /Programmers Administrators /Programmers Administrators /Programmers Administrators Administrators /Programmers Everyone Everyone Everyone Administrators Administrators Everyone
Administering BMC Remedy DSO Administering BMC Remedy Flashboards C API Reference C API Quick Reference Java API * Administering BMC Remedy Email Engine Error Messages Master Index Release Notes BMC Remedy User Help BMC Remedy Import Help BMC Remedy Administrator Help BMC Remedy Alert Help BMC Remedy Mid Tier Configuration Tool Help
*.
A JAR file containing the Java API documentation is installed with the AR System server. Typically, it is stored in C:\Program Files\AR System\Arserver\Api\doc\ardoc70.jar on Windows and /usr/ar/<server_name>/api/doc/ardoc70.jar on UNIX.
AR System documents
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12 Preface
Chapter
13
Overview
BMC Remedy Mid Tier enables users to access AR System forms and applications through browsers. The mid tier resides on the system running the JSP (servlet) engine. Depending on your configuration, you might install multiple mid tiers for additional scalability. Using the BMC Remedy Mid Tier Configuration Tool, you can configure the mid tier and the AR System servers that communicate with the mid tier. This tool is installed with the mid tier.
the driver for Crystal Reports. (You must have Crystal Enterprise 10 or BusinessObjects Enterprise XI to run Crystal reports.) The mid tier requires the following amounts of free space: 120000 KB during installation 40000 KB after installation
5 On Windows, installs the ARWebReportViewer application if you have
Overview
15
UNIXFilling in the worksheet for installing the mid tier on page 26 WindowsFilling in the worksheet for installing the mid tier on page 30
Web server Browser AR System server The AR System server can be installed locally, but the mid tier is typically installed on a separate computer with network access to the server. One of the following reporting tools (if you will be running Crystal reports on the Web): BusinessObjects Enterprise XI (recommended) Crystal Reports Server XI Crystal Enterprise 10 and the Crystal Web Component Server Crystal Web Component Server (which requires advance configuration) is available from http://www.businessobjects.com/. If this server is installed remotely, you will need to share the mid tier installation directory with the remote Crystal server, specifying the full path to this directory. Make a note of this directory path if you will access Crystal Web Component Server over a network.
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For more information, see Chapter 10, Configuring the mid tier to run reports on the Web.
Note: You must install Crystal Reports on Windows to run reports using the AR System ODBC driver. For UNIX platforms, see Appendix A, Installing and configuring Crystal Web Connector on UNIX platforms.
Home Page server (Optional) The home page form displays entry points on a given server or server group. The home-page server can be configured as a home-page server and must be an AR System server. For more information about home pages, see the Form and Application Objects guide. Preference server (Optional) The preference server must be an AR System server, must be configured to be a preference server, and must be entered in the list of AR System servers. For more information, see the Configuring guide. Java Server Pages (JSP) engine (Optional) If you are not using ServletExec 5.0, which is bundled with the mid tier installation, you must install and enable your supported JSP engine before you install the mid tier. For a list of supported JSP engines, see the compatibility matrix at http://supportweb.remedy.com. ANSI C compiler (for Apache with ServletExec only) GNU version 2.8.1 or higher is required. Vendor-specific C compilers are not supported. PERL 5.003 (or later) software (for Apache with ServletExec only) The appropriate patches for your configuration. For more information, see the Release Notes.
To prepare a Sun One web server with ServletExec before installing the mid tier
1 Install the Sun One web server (if it is not installed).
When you install the Sun One web server: Choose the typical installation option. Include umask 077 in the web server start sequence to minimize security exposure. ServletExec/AS: Choose a port number other than 8888 for the Sun web administrative server. ServletExec and the Sun One web server administrative server both use port 8888 by default, and this cannot be changed during the ServletExec installation. Changing the port when you install the web server prevents conflicts. For more information, see Changing the ServletExec port number on page 58.
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2 If the Sun One web server is already installed, change the Sun administrative
If you do not follow these guidelines, your web server might become corrupted.
3 Obtain write privileges to the Sun One obj.conf configuration file.
The installer needs write privileges to: Configure the reports and attachments features. Install the JSP engine as a plug-in. For information about the obj.conf file, see the ServletExec User Guide, installed with ServletExec (<ServletExec_install_dir>/Documentation by default), or from the ServletExec website at http://www.servletexec.com.
4 Obtain root permissions to your computer. 5 Obtain the Sun One web server user name, password, and administration
server port number The user name, password, and port number are necessary to access the Sun administration web server. These parameters are established when the Sun One web server is installed.
6 If you have an existing ServletExec 5.0 directory, remove it before installing
ServletExec 5.0. Alternatively, you can rename your existing directory and install ServletExec 5.0 into another directory.
7 Disable Java for the Sun One web server and deactivate the Sun One web
server servlet engine. See Disabling the Sun One web server and internal Java on page 22 for instructions.
to write to all relevant files and directories. For example, make sure you have access to the /usr/conf/httpd.conf file.
3 If you are upgrading and the existing mid tier was installed with a Group ID
value of #-1 (the default), modify the <apache_install>/conf/httpd.conf file. Use your editor such as vi and look for the Group identifier. If you see Group #-1, change it to the valid group, and save the file.
4 Enter or verify that the compiler and link-editor specified by $CFG_CC and
$CFG_LD_SHLIB in the apxs script are in the PATH environment variable.
You can verify that DSO is enabled by running <apache install>/bin/ httpd -l to see the list of modules after Apache has been installed. If you see mod_so.c in the list, then DSO has been enabled.
6 To minimize security exposure, include umask 077 in the web server start
sequence. Using umask 077 makes sure that files created by the web server processes will be owned and only usable by the user who runs that web server.
To prepare a Sun One web server before installing the mid tier
1 Obtain local Windows Administrator account privileges for the Web server
computer. You must be able to change registry entries. Otherwise, the Mid Tier Configuration Tool that is installed with the mid tier will not save changes.
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When you install the Sun One web server: Choose the typical installation option. ServletExec/AS: Choose a port number other than 8888 for the Administrative server. ServletExec and the Sun administrator web server both use port 8888 by default, and this cannot be changed during the ServletExec installation. Changing the port when you install the web server prevents conflicts.
3 If the Sun One web server is already installed, change the Sun administrative
If you do not follow these guidelines, your web server might become corrupted.
4 Disable Java for the Sun One web server and deactivate the Sun One web
server servlet engine. See Disabling the Sun One web server and internal Java on page 22 for instructions.
WARNING: Stop the Sun One web server before you make any changes to the configuration. In addition, after you make changes, refresh the Web Server Administration Server page, and if you are prompted to load configurations, do so. If you do not follow these guidelines, your web server could become corrupted.
To disable the Sun One web server JSP and Servlet engine
1 If it is not installed, install the Sun One web server using the typical option. 2 Open the administration page at http://<host_name>:<port_number>.
For example, go to http://myserver.mydomain.com:8050. The Manager Servers screen appears. Your server should be listed in the Select a Server field.
3 If you have two or more web servers, choose the target web server in the list. 4 Click Manage.
If you are prompted to load configurations, do so. The Server On/Off screen appears.
5 If the server is on, click Server Off.
A message appears, stating that the server has been shut down.
6 Click OK to dismiss the message.
interface.
2 Choose the Servers tab. 3 Click the Manage Servers Link. 4 Select the web server instance that will have ServletExec installed, and click
Manage.
5 Click the Java tab. 6 Clear the Enable Java Globally check box. 7 Clear the Enable Java for class check box. 8 Click Apply Link, and then click Apply Changes.
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c Rename the ServletExec_ISAPI32.dll file to ServletExec_ISAPI.dll. 4 Manually add ServletExec as a filter to IIS. a Open the Internet Information Services (IIS) Manager. (A shortcut is in
i Click OK. 5 Start the IIS Admin Service service. 6 In the IIS Manager, make sure that the Default Web Site and the
DefaultAppPool is started.
7 Configure 64-bit IIS to run 32-bit processes. a In a command window, change directories to C:\Inetpub\AdminScripts. b Run the following command:
cscript.exe adsutil.vbs set W3SVC/AppPools/Enable32BitAppOnWin64 "TRUE"
choosing Start > Programs > New Atlanta >ServletExec 5.0 ISAPI > ServletExec Admin.
9 From the Administration page, choose General > License to enter the license
number.
25
ServletExec information
If you plan to install ServletExec 5.0, fill in your values on the following blank lines, and use your values with the installation instructions.
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Server information
AR System server Server #1: ____________________ Server #2: ____________________ (Optional)
Name of the AR System server to which the mid tier will connect (required). You must specify at least one AR System server. You can make further changes after you install.
AR System server port (Optional) Server #1 port: ____________________ Server #2 port: ____________________
TCP port number for the AR System server that the mid tier connects to. If your AR System server is not configured to run on a specific port, leave these fields empty.
RPC Port Number (Optional) Server #1 port: ____________________ Server #2 port: ____________________
RPC port number for the AR System server that the mid tier connects to. If you elect to run your server on a private RPC socket, enter a value. (You must configure the AR System server to run on a private server first to allow this.) For more information about private servers, see the Configuring guide.
If you identify two or more preference servers, separate each entry with a comma but no space, for example: server1,server2,server3. . .
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Port: ___________________________________________________
TCP port number for the AR System server that the mid tier connects to. If your AR System server is not configured to run on a specific port, leave this field empty. If your server is running on a specific port, you can still have the server registered with portmapper. For more information about portmappers, see the Installing guide.
If you plan to install ServletExec 5.0 after you install the mid tier, fill in your values on the following blank lines, and use your values with the installation instructions.
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Password: ______________________________________________
Password corresponding to the user name. You designate this password during installation.
Chapter
33
guide.
2 Change to the directory containing the BMC Remedy Mid Tier installation
script as follows:
# cd <cd_mount_point>/arsystem
The default mount point is /cdrom. Proceed to the next section, UNIXInstalling the BMC Remedy Mid Tier.
installation files for BMC Remedy Mid Tier. Use the gunzip utility to uncompress the file by entering the following command:
# gunzip midtier_<unixType>.tar.gz
Where <unixType> is the type (flavor) of UNIX, such as AIX or HP-UX. If you do not have the gunzip utility, you can download it from the gzip home page: http://www.gzip.org.
Where <unixType> is the type of UNIX, such as AIX or HP-UX. The midtier_web.tar tar file contains the directory arsystem, which contains the installation program (mt_install).
7 Note the directory into which the tar files were extracted. Enter the path to
that directory when prompted for the product directory name during installation.
8 Change to the directory containing the installation program:
# cd arsystem
Proceed to the next section, UNIXInstalling the BMC Remedy Mid Tier.
Remedy Mid Tier. The mid tier will not install or function correctly if you do not prepare your system.
2 Make sure you have the latest Mid Tier patch, which includes a full version
35
5 At the prompt asking to install the mid tier, press ENTER to continue with
CD is mounted and where the midtier.tar file is located, or press ENTER to accept the default.
7 At the licensing prompt, complete one of the following steps:
Press ENTER to view the entire licensing agreement. Enter 1 to accept the licensing agreement, 2 to reject the agreement, or 3 to re-read the agreement. The script displays: Disk space information and requirements AR System product and copyright information Your UNIX version information Space requirements for mid tier installation
Note: Make sure you have the correct space requirements on your system.
8 At the preinstallation tasks prompt, press ENTER to proceed with the
installation.
9 At the prompt for a compatible JDK, complete one of the following steps:
Enter Y to continue with the installation if you have a compatible JDK installed. Exit the installation and install a compatible JDK from the Sun Java products website (http://java.sun.com/j2se/). Or, you can also install the IBM or HP java products.
10 Enter the Java JDK install directory.
11 At the web server prompts: a Type the letter corresponding to your web server:
A for Apache J for Sun One O for other
A supported web server is required to install the mid tier. If you do not have a supported web server installed, terminate the installation and install one.
b Enter the web server installation directory, for example:
/usr/local/<web_server>
12 At the JSP engine prompt, perform one of the following set of steps:
To install the JSP engine (ServletExec) provided with the mid tier:
a Enter N if you do not have a JSP engine installed.
Note: When you are installing ServletExec with the UNIX mid tier on the Sun One web server, the ServletExec installer lists options for web servers that the BMC Remedy Mid Tier does not support. This is a non-BMC issue. See the product compatibility matrix on the BMC Remedy support site for supported Sun One web servers.
To use your own JSP engine: Enter Y if you have a JSP engine installed and type the letter corresponding to your engine:
S for New Atlanta ServletExec 5.0
Enter the full paths to the JBOSS deployment directory and startup script. The installer starts the JBOSS service if it is not running.
O for another JSP engine Q to exit the installation
37
13 At the mid tier installation directory prompt, enter and confirm the path to
After you enter the mid tier install directory, mid tier files are installed. For information about where the files are located, see BMC Remedy Mid Tier file locations on page 15 The following lines are an example from the display:
Extracting files, please wait. x ./images, 0 bytes, 0 tape blocks x ./images/bkgdImage.gif, 16751 bytes, 33 tape blocks x ./images/blackdot.gif, 35 bytes, 1 tape blocks x ./images/diaryExpand.gif, 188 bytes, 1 tape blocks . . .
corresponding prompts:
a Directory information:
Base SDK directoryPath to the SDK directory. Base ServletExec directoryPath to the ServletExec installation directory.
b License information
Unique nameUnique name to give to the ServletExec instance you are installing. You designate this unique name during this installation. ServletExec instance port number (The default is 8888.) PasswordPassword that corresponds to the user name. You designate this password during this installation.
e Existing web server: If you have an existing web server, the ServletExec
installation prompts you to update the existing configuration files. Enter Y to update the files or N to skip this step. If you choose N, you must configure your web server after installation, if applicable. See Postinstallation tasks on page 58.
16 Web-server adaptorDo not choose this option. 17 For upgrades only: If you have existing mid tier configurations (for example,
if you have already designated port numbers, preference servers, or AR System servers), perform one of the following actions at the upgrade configuration prompt:
a Enter Y to keep the existing configurations. If you select this option, you
which the mid tier will connect (required). The mid tier requires at least one AR System server to connect users to AR System. You can enter or modify servers in the BMC Remedy Mid Tier Configuration Tool after installation.
19 At the AR System server port prompts: a Enter the port number (TCP port) for the AR System server you chose in
step 18 if you designated a port number during the server installation (optional). If you did not assign a port number, press ENTER to accept the default port.
b Enter the RPC port number for the AR System server you chose in step 18
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20 Enter Mid Tier Administrator Password for the AR System server on which
you are installing the mid tier. This password must match the password set in the Server Information dialog box in BMC Remedy Administrator. If you are running AR System 7.0, this password is required. The following message appears:
AR Servers are: <your entries>
21 (Optional) At the preference server selection prompt, enter and confirm the
number that corresponds to the preference server you chose during the AR System server installation. Preference servers must be AR System servers. You do not have to specify a preference server now. You can specify preference servers after installation using the Mid Tier Configuration Tool. Enter N to skip this step.
22 (Optional) At the home page server prompt, enter and confirm the number
that corresponds to the home page server you chose during the AR System server installation. Enter N to skip this step. The installation is complete.
23 Restart the web server. If you are upgrading your mid tier installation, stop
Chapter
41
If the CD browser does not start, run the file midtier.exe. Proceed to the next section, WindowsInstalling BMC Remedy Mid Tier and ServletExec.
AR System, copy the downloaded directory and its contents to the computer where you will install AR System.
2 From the download directory, run the file midtier.exe.
When you run this file, the installation files are unpacked into a temporary directory and the Setup program starts. Proceed to the next section, WindowsInstalling BMC Remedy Mid Tier and ServletExec.
Remedy Mid Tier. The mid tier will not install or function correctly if you do not prepare your system.
2 Make sure that you must have administrative privileges on the computer
installation. The 7.0 mid tier installs the correct version of ServletExec if you choose that option.
43
If you want to use another JSP engine, see the compatibility matrix at http:/ /supportweb.remedy.com.
6 Start the installer as described in Accessing the BMC Remedy Mid Tier
box, choose a language for the installation, and click OK. If you are reinstalling, click Yes in the dialog box to reinstall the mid tier. The Welcome screen appears.
Note: If you do not have a compatible SDK or a supported web server installed, a warning message appears. Click OK to continue with the installation, and install the SDK and web server after you complete the mid tier install. You must install these items for the mid tier to work correctly.
8 Click Next.
MidTierInstalls the mid tier. AR Crystal Web ApplicationInstalls the ARWebReportViewer application, an application used to enable users to view Crystal reports. This option is enabled only if you have BusinessObjects Enterprise XI installed on the system. If you want to run BusinessObjects Enterprise XI on a different machine than the mid tier, you must install ARWebReportViewer separately. For more information, see Installing ARWebReportViewer separately on page 55 and Understanding the ARWebReportViewer on page 190.
11 Click Next.
12 Select the web server that the mid tier will use, and click Next.
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BMC Remedy Action Request System 7.0 Figure 3-3: Select JSP Engine screen
13 Select your JSP engine. JSP Engine JBOSS Instructions The JBOSS Deployment Directory screen appears.
Enter the JBOSS deployment directory and click OK. For example, enter:
C:\jboss-3.2.3\server\all\deploy
Instructions If you choose this option, the installer will install ServletExec 5.0 after it installs the mid tier. Choose the option and then click Next. If your JSP engine does not appear in the list, select Other, and then click Next. The mid tier will not be configured for a JSP engine during installation. See your JSP-engine documentation to configure the engine after installation.
Note: If you are using a pre-5.0 ServletExec engine, an error message appears. Stop the installation, uninstall the previous version, and begin the mid tier installation again.
47
14 To select an AR System server that the mid tier will connect to, choose one of
the following options: Select an existing server from the list and click Next. To add a new server to the list, click Add to open the AR Server Properties dialog box.
Figure 3-5: AR Server Properties dialog box
Identify the servers by the host name, or the server name specified when the AR System server was installed. If you are not using a portmapper, specify the port numbers. Then, click OK. To change existing port information for a listed server, click Modify in the AR Server Properties window. Then, click OK. To delete a server from the list, click Remove. Enter the Mid Tier Administrator password for that server. This password must match the password set in the Server Information dialog box in BMC Remedy Administrator. If you are running AR System 7.0, this password is required.
Tip: Use the BMC Remedy Mid Tier Configuration Tool to add, remove, or modify servers after installation.
15 Click Next.
Installing and Administering BMC Remedy Mid Tier Figure 3-6: Preferences Servers screen
16 Enter or select the specific types of servers that the mid tier will connect to.
If you have previously configured preference, home page, or data visualization module servers, enter the names of each server in the appropriate field. Servers entered here will appear in the Mid Tier Configuration Tool, and will be available to the mid tier. If you have not configured servers for these purposes, leave the fields blank. If you specify servers during the mid tier installation, you do not need to set up these server connections in the Mid Tier Configuration Tool after installation. If you do not specify these servers during the mid tier installation, you can use the Mid Tier Configuration Tool to do so after installation. To identify multiple preference servers, enter the server names separated by commas. For example, enter: server1,server2,server3. If you enter an AR System server here, that server must also be entered in the Server Properties screen. If the local computer is not a preference, home page, or report server, remove the local computer name from the fields.
17 Click Next.
If you have Crystal Enterprise 10, Crystal Reports Server XI, or BusinessObjects Enterprise XI installed, go to step 18.
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If you do not have Crystal Reports installed, click Next and go to step 21.
18 Enter the Crystal Enterprise 10 Location, or enter the BusinessObjects
Enterprise XI (or Crystal Reports Server XI) Location (http:// <server>:<port>) in the Crystal Reports Information screen, and click Next.
Figure 3-7: Crystal Reports Information screen
Note: If you will be using BusinessObjects Enterprise XI only, leave the Crystal Enterprise 10 Location empty, and enter the correct location in the BusinessObjects XI Location field.
If you are using both versions, enter the correct location in each field, but the Crystal Enterprise 10 Location field will take precedence. If you selected the AR Crystal Web Application option at the beginning of the installation, the Crystal Management Server screen appears.
Installing and Administering BMC Remedy Mid Tier Figure 3-8: Crystal Management Server screen
Business Objects Enterprise XI (Managed) Crystal Reports Server XI (Unmanaged) If you selected the BusinessObjects Enterprise XI version, enter information for the following fields: AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer. CMS Folder NameName of the folder where the Crystal reports are published. CMS User Name and CMS PasswordThe user name and password of CMS. The mid tier uses this user information to log in to the CMS and publish the reports. If you selected the Crystal Reports Server XI version, enter information for the following field: AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer.
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20 Click Next.
Reinstallation: Click Browse, and from the Existing Folders list, select AR System mid tier. New installation or installation into another directory: Click Browse and select the new directory name.
b Click Next.
Note: Install the mid tier into its own separate, top-level directory. For example, do not install the mid tier into the AR System directory. One mid tier can service multiple AR System servers.
22 Select the program directory that will display the mid tier program icon.
If you chose ServletExec as your JSP engine, the BMC Remedy Mid Tier Setup dialog box appears. Go to the next section. If you chose another JSP engine, the installer begins to install mid tier files. Go to Completing the installation on page 55.
Installing ServletExec
This section describes how to install ServletExec. Skip this section if you are using another JSP engine and you did not select ServletExec in the Select JSP Engine screen in step 13 on page 46.
To install ServletExec
1 If you chose ServletExec as your JSP engine and you do not have a compatible
version installed, click Yes in the BMC Remedy Mid Tier Setup dialog box to begin the ServletExec installation. If you chose ServletExec as your JSP engine and you have a compatible version already installed, go to Completing the installation on page 55.
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The program will update the obj.conf and magnus.conf files, back up your original obj.conf and magnus.conf files, and inform you of the location of the Install.log file for information. The Command Prompt might be displayed briefly. For more information about these files, see the SunOne documentation.
4 Press ENTER to continue.
You cannot install ServletExec unless you accept the license agreement. If you click No, installation terminates and the mid tier installation begins. The Information screen appears.
7 Read the ServletExec Read Me text and click Next.
The installer displays installation-related messages. The Username and Password screen appears.
9 Enter a user name and password, and confirm your choices. 10 If needed, enter the user account for anonymous users (users who connect
11 Click Next.
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mid tier on page 43, but select only MidTier on the Select Features screen, and complete the installation.
2 On the second machine (where the Crystal Management server is located),
run the mid tier installer, but select only AR Crystal Web Application on the Select Features screen, and complete the installation.
Figure 3-10: Select Features screen
For the remainder of the installation, you will see most of the screens are the same as those outlined in Installing the mid tier on page 43.
Chapter
After you install the mid tier, you can finish the process by changing the password. You might also need to change the port number or update permissions. The following topics are provided: Postinstallation tasks (page 58) Uninstalling the mid tier and ServletExec (page 60) Starting and stopping ServletExec/AS manually (page 62) Troubleshooting the mid tier installation (page 64)
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Postinstallation tasks
This section describes tasks you should complete after you install the mid tier: Changing the mid tier configuration password on page 58 Changing the ServletExec port number on page 58 Changing permissions for an Apache web server on page 59
On Windows, use the Web Server Administration Server to change the port number.
3 Restart ServletExec.
On HP-UX, AIX, or Linux, start ServletExec/AS manually, as described in Starting and stopping ServletExec/AS manually on page 62.
4 Refresh the Sun One web server.
You must refresh the web server after you install the mid tier so that updates to the configuration file will take effect. For information about refreshing the Sun One web server, see your Sun documentation.
3 Change the group name of the ServletExec directory, all subdirectories, and
For more information, see the ServletExec documentation installed with the product: <ServletExec_install_dir>/ServletExecAS/Documentation.
Postinstallation tasks
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For example:
rm /etc/arinstall/conf/midtier.conf
WARNING: Use the rm command with caution. You cannot retrieve what you remove with that command.
WARNING: Applications that do not use the registry might use a shared file. Do not remove a file if you are not sure if it is shared. If you do not remove shared files, you can remove them manually.
Note: If you choose not to remove all DLLs, some mid tier files will remain on the system. You can inspect the uninstall log file and remove files manually. Applications are not uninstalled by the mid tier uninstallation program.
For more information, see Checking the mid tier uninstall on UNIX on page 62
To uninstall ServletExec/AS
1 If you are using a copy of ServletExec that was installed separately from the
mid tier, stop the ServletExec process. You can stop ServletExec by issuing the ./StopServletExec command in the following directory:
<ServletExec_install_dir>/ServletExecAS/se-<instance_name>
You can run this command while logged in as root. You do not need to assume the web user ID.
2 Stop the web server. 3 Uninstall ServletExec installer. a Run the ServletExec installer. b At the prompt for the installation directory, choose the existing
ServletExec installation directory. You will be prompted to remove ServletExec or install a new instance.
c Choose the option to remove ServletExec. 4 Remove the mid tier directory.
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The web user ID (UID) is generally nobody, except on HP-UX. For HP-UX, another UID must be created for the web user account (for example, UID = web, GID = web).
3 Start ServletExec.
./StartServletExec &
browser.
b Use the BMC Remedy Mid Tier Configuration Tool to perform a few basic
operations.
You can run this command while logged in as root. You do not need to assume the web user ID.
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This URL requires a user name and password (the same user name a password required during the install). The default user is admin, and the default password is NULL (blank). On Windows, you can also open this page in either of the following ways: For IIS, on your Windows desktop, choose Start > Programs > New Atlanta ServletExec 5.0 ISAPI > ServletExec Admin. For Sun One, on your Windows desktop, choose Start > Programs > New Atlanta ServletExec 5.0 NSAPI > ServletExec Admin.
2 Open your ServletExec Admin page. 3 Verify that a license key appears in the License Key field.
Application Name: ARSYSTEM URL Context Path: /arsys/ Location: <File system path for the mid tier install directory>
Note: To configure the mid tier, access the configuration tool at:
http://<host>/<contextpath>/shared/config/config.jsp where <host> is the name of the web server and <contextpath> is the path representing the location of the mid tier (arsys by default). Use arsystem
as the default login password. For information about mid tier settings, see Chapter 5, Configuring the mid tier.
The source comes as part of the hotfix package, which can be found at ftp://ftp.newatlanta.com/public/servletexec/5_0/hotfix. Open the most recent folder at that site, and download the appropriate zip file.
2 Execute the following command:
/usr/local/apache2.0.49/bin/apxs -i -a -c -n servletexec mod_servletexec2.c
following information:
ServletExecAdapterConfigFile "/usr/local/NewAtlanta/ServletExecAS/config/webadapter.properties"
Note: Remember where you will install ServletExec AS because you will need to provide this path during the ServletExec installation.
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If you see this message, uninstall the mid tier and reinstall it into its own separate directory.
If you see this error, enter the correct web server group ID in the Group line of the httpd.conf file, located in the Apache installation directory. If you do not make this change, you will be unable to save changes you make to the Mid Tier Configuration Tool settings. Obtain the correct group ID from your web server administrator.
Chapter
To configure the BMC Remedy Mid Tier, you will use the BMC Remedy Mid Tier Configuration Tool. The following topics are provided: Configuring the BMC Remedy Mid Tier through a firewall (page 68) Accessing the Mid Tier Configuration Tool (page 70) Overview of configuration settings (page 71) General settings (page 74) AR Server settings (page 80) Report settings (page 87) Web service settings (page 91) Log settings (page 93) Change password (page 97) Browser settings (page 98) Configuring Flashboards data points (page 98)
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Remedy mid-tier
TCP conduit
Important: The specifics of your firewall configuration vary from manufacturer to manufacturer. Ask the network and security professionals at your company for more information.
As shown in Figure 5-1, the web client connects to the mid tier server through a standard HTTP connection. If the web server (on the mid tier server) is configured on a certain portthe default for most web servers is 80then you would need to open that port for HTTP on this firewall. The web client request would then use this port in its requesting URL. For example, if you have your web server configured on port 8080, then you would use the following example URL request:
http://<webserver>:8080/arsys/home
The firewall would need port 8080 open for HTTP. No mid-tier-specific configurations are needed for this connection through the external firewall.
The mid tier server connects to the AR System server using a TCP connection. If there is a firewall between the mid tier and the AR System server, you must allow traffic through the firewall on the TCP port on which AR System listens. To enable these connections through the firewall, the AR System server and the mid tier must be configured to communicate on the proper ports. To configure the mid tier to connect to the AR System server, perform the following steps:
Step 1 Set the AR System server to use a specific TCP port in BMC Remedy
Administrator. Because you are configuring the mid tier to use a specific port, registering the server with portmapper is optional.
Step 2 Ask your network administrator to open the port on which the AR System
server is listening on the internal firewall for TCP. For more information about assigning a specific port number in the Server TCP/IP Port box, see the Configuring guide.
Step 3 In the Mid Tier Configuration Tool, select AR Server Settings, and then set
the Port# field to the AR System configuration. These settings allow the mid tier to connect to the AR System server using the port specified. For information about the Mid Tier Configuration Tool, see Accessing the Mid Tier Configuration Tool on page 70.
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where:
<host_name> is the name of the host machine for the mid tier. <port> is an optional port number; it is required if the web server is not using the default port (port 80). <contextpath> is the path representing the location of the mid tier in the JSP engine (arsys by default).
If the mid tier is installed on the local computer in the default directory, enter the following URL in your browser:
http://localhost/arsys/shared/config/config.jsp
For this the URL to work, localhost must be correctly entered in the hosts file. On a Windows computer where the mid tier is installed on the local computer, choose Start > Programs > Action Request System > BMC Remedy Mid Tier > Configure ARSYSTEM on Localhost. When the Login page appears, enter the login password, and click Login. If you have not changed the password yet, the default password is arsystem. After you log in, the Mid Tier Configuration Tool Overview page appears. It provides a read-only display of the current settings for your installation. Use the navigation pane at the left to select configuration tasks.
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BMC Remedy Action Request System 7.0 Figure 5-2: Mid Tier Configuration ToolOverview page
Setting Mid tier system information Mid Tier Version Installation Directory Web Server Information
Value
The version of the mid tier that is installed. The directory path being used for your BMC Remedy Mid Tier installation. The product name of the web server being used with this installation of AR System (for example, Microsoft IIS) and the product name of the Java servlet engine being used with this installation of AR System (for example, ServletExec 5.0). The operating system used on your computer (for example, Windows 2003). The version of the Java Software Development Kit (SDK) that is installed on your computer (for example, 1.4.2).
Value
The AR System servers currently used with the mid tier. The servers currently designated as preference servers. You can add or delete servers from the General Settings page. For more information about preference servers, see the Getting Started guide. The AR System server that contains the data visualization module. The AR System server for the mid tier on which the home page resides. The directory path in which session-related information, such as logs and temporary files, is stored.
Definition Change Check Interval The interval (in seconds) at which information (Seconds) in the cache is updated. The default value is 3600 seconds. You can change this value on the Cache Settings page. Session Timeout (Minutes) The number of minutes after which a session will expire. When the system has exceeded this amount without any activity, you must log in again. The default value is 90 minutes You can change this value on the General Settings page.
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General settings
Click the General Settings link in the navigation pane to access the General Settings page. Use this page to update configuration settings, such as session timeout intervals, preference servers, Home page server, and reporting information. A bold label with an asterisk indicates a required field.
Figure 5-3: Mid Tier Configuration ToolGeneral Settings page
General
Setting Session Timeout (Minutes) Description The number of minutes after which the current session will expire. When the system has exceeded this amount without any activity, you must log in again. If you are entering data in a form, that data might be lost if the session times out before you submit the data. To prevent possible data loss after a timeout, open a new instance of the browser window with the same login, and copy and paste the data to a new form. If users are experiencing frequent timeouts, increase the session timeout. The default value is 90 minutes; there is no upper or lower limit. The entry in the Session Timeout in Minutes field of the AR System User Preferences form (Advanced tab in the web view, Web tab in the standard view) will override this setting for a specific user. Preference Servers The name of the AR System server designated as a preference server. You can specify more than one server if you need multiple preference servers to support different departments or business units. If you enter more than one preference server, the system searches the list until it finds the first preference server that matches the user name and uses that server as the preference server. To add or update preference servers, enter the name of each server you want to designate as a preference server. If you are adding more than one server, separate each name with a comma (for example, mars,jupiter,saturn). A fully qualified server name is not valid in this field.
Note: All servers designed as preference servers must be included in the AR System
Server list on the AR Server Settings page. Data Visualization Module Servers The name of the AR System server designated as a data visualization module server. You can specify more than one server if you need to copy the modules to another server to serve as a backup in case the first module server goes down. To add or update module servers, enter the name of each server you want to designate as a module server. If you are adding more than one server, separate each name with a comma (for example, mars, jupiter, saturn). A fully qualified server name is not valid in this field.
Note: All servers designed as module servers must be included in the AR System
Server list on the AR Server Settings page. For information about data visualization fields, see the Integrating with Plug-ins and Third-Party Products guide.
General settings
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Description Select the server that contains the Home page you want to open in the browser when the user logs in. The Home page URL:
http://<mid_tier_server>/<context_path>/home
The Home page server must already be added to the list of mid tier servers on the AR Server Settings page. For information about how to add a server, see To add a new server on page 82. The mid tier will search this server for the designated or default Home page. This server will be used globally if you have not selected a Home page server in the AR System User Preference form. A Home page server specified in the AR System User Preferences form will take precedence over the server set here. The form used for the Home page has the following precedence on a specific server:
1 A form designated in the AR System User Preference form. 2 A default Home page designated in the Server Information dialog box in
BMC Remedy Administrator. 3 The default Home page installed with AR System. For more information about specifying a server and a Home page, see the Form and Application Objects guide. Authentication Server Select the server that the mid tier uses to authenticate the user. If you specify an authentication server, the mid tier will authenticate with the specified server only. The authentication server must already be added to the list of mid tier servers on the AR Server Settings page. One of the settings evaluated when the system is progressing through the view selection algorithm; it indicates whether you want a standard view or a web view to be the default for the view type selection. If the check box is: SelectedIf no view is specified, the browser displays the standard view of the form. Cleared (the default)If no view is specified, the browser displays the web view of the form, if one is available. If no web view is available, the standard view is displayed. See How a view is selected on page 143 and the Form and Application Objects guide for more information about how a view is selected for the user.
Description Indicates whether you want to enable the AR System Mid Tier Object List that displays all the forms and applications that can be accessed by the mid tier. The object list is displayed automatically when the system cannot determine the specific form to load because an incomplete URL is entered into the browser or an application does not define a primary form. To enable the AR System Mid Tier Object List, you must:
1 Add your Home page server to the list of mid tier servers on the AR Server
Configuration Tool. 3 Import the definition files to your Home page server. 4 Select the Enable object list check box on the General Settings page of the Mid Tier Configuration Tool. Importing the definition files Import the definition files into your Home page server. Definition files of different locales are installed with the mid tier; the default installation is:
C:\\Program Files\AR System\MidTier\samples\ARSystemMidTierObjectList*.def
Import the ARSystemMidTierObjectList.def file to your Home page server by using Tools > Import Definitions > From Definition File in BMC Remedy Administrator. This will provide the default view and the related workflow in English. If you require only the English view of the form, you need to import only this file. For a localized view, you must import the appropriate localized .def file in addition to using Tools > Import Definitions > From View Definition File in BMC Remedy Administrator. Browse to the samples directory, and select the .def file for the locale you require. The naming convention is as follows:
ARSystemMidTierObjectList_fgis.defContains French, German, Italian
view.
General settings
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Setting
Description Enabling the AR System Mid Tier Object List Enable the AR System Mid Tier Object List on the General Settings page of the Mid Tier Configuration Tool. If the check box is: SelectedThe AR System Mid Tier Object List is enabled. Cleared (the default)The AR System Mid Tier Object List is not enabled and is not displayed when the system cannot determine which form to load. Once it is imported and enabled, you can open the AR System Object List using any one of the following URLs:
http://<mid_tier_server>/arsys/forms http://<mid_tier_server>/arsys/forms/<server_name> http://<mid_tier_server>/arsys/apps http://<mid_tier_server>/arsys/apps/<server_name> http://<mid_tier_server>/arsys/apps/<server_name>/<application_name>
Setting
Description Opening forms and applications with the AR System Object List To open a form, select it and click the appropriate buttons to open in New or Search mode. To open an application, select the application and click the Open button. Searching To search for an application by name, enter the name of the application in the Application field and click Find. This field is case sensitive. To search for an application or form by keyword, enter a word or a phrase from the name in the Search field and click Find. The search is conducted only on the Name column. Use the following criteria: The name of a form or any sequence of letters contained in the form or application name. For example, if the form name is Purchase Requisition and you enter requ, the form is found. Multiple, non-sequential words or search operators are not valid as keywords. Choosing how forms and applications are displayed All the forms and applications on all servers configured by the mid tier are listed in the table by default. To restrict the list to a specific server, enter the server name in the Server field, and click Find. You can arrange the list of forms and applications by Name, Server, or Type by clicking on the appropriate column heading. The Show Hidden check box displays hidden objects and is only available to administrators.
General settings
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You must restart the mid tier for changes to the server connection pool setting to take effect.
AR Server settings
From the AR Server Settings page, you can add, delete, or modify information about servers used by the mid tier. A bold label with an asterisk indicates a required field. The fields on this page are read-only except for the Delete/Edit field.
Installing and Administering BMC Remedy Mid Tier Figure 5-5: Mid Tier Configuration ToolAR Server Settings page
Setting Delete/Edit
Description Click in the check box to select a server. To select all servers in the list, click Select All; to clear all selections in the list, click Clear All.
Server Name
The name of the AR System server being used by the mid tier. The name must be that of a server recognized by AR System. The specified password for an AR System account with administrator privileges. This password is set in the Server Information dialog box in BMC Remedy Administrator. If a password has been entered for a server, asterisks appear in this column instead of the actual password characters. Enter a password only if you have set the Mid Tier Administration Password under the Connection Settings tab in the BMC Remedy Administrator Server Information window. The 7.0 AR System server requires a password.
Admin Password
AR Server settings
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Port#
The port number you previously configured to access the AR System server. If you have not configured a port number, this field is blank. The Remote Procedure Call (RPC) protocol number that the server will use. This number can be used for connecting to a private server. If you have not configured an RPC number, this field is blank.
RPC#
If you want to use the subset reserved field (ID 1576) in your workflow and use fully qualified domain names with relative host names, you must add all the variations of server names in the Server Name field, and the IP address, if this is used. For example:
myserver myserver.eng.remedy.com myserver.Remedy.COM myserver.bmc.com 1.160.11.240
For more information about reserved fields and their use, see the Form and Application Objects guide.
5 Enter an Admin Password, Port#, and RPC# for the new server. 6 Click Add Server.
After you add a server, the AR Server Settings page is redisplayed with the new server listed.
changes.
6 Click Save AR Server to save the updates, or click Cancel to discard the
AR Server settings
83
boxes next to the servers you want to delete. To select all servers, click the Select All link.
4 Click Delete. The selected servers are deleted.
Note: If a server you have selected for deletion is being used as a preference server or a Home Page server, you must delete it from the General Settings page before you can delete it from this list.
Cache settings
Click the Cache Settings link in the left navigation pane to open the Cache Settings page.
Installing and Administering BMC Remedy Mid Tier Figure 5-8: Mid Tier Configuration ToolCache Settings page
Description The interval (in seconds) at which cache information will be automatically updated. The default value is 3600 seconds. To change the interval, enter the new number of seconds in this field; the value must be greater than 0. If you do not want the cache to be updated, clear the Perform check box. Indicates whether you want the cache to be updated automatically. You can still update the cache manually by clicking the Flush cache button. If the check box is: Selected: The cache will be updated automatically at the interval you specify in the Definition change check interval field. Cleared: The cache will not be updated automatically. If the system is in the process of flushing the cache when you clear the check box, the current cache flush will continue until that session is completed.
Perform check
The interval (in seconds) at which the server updates the Flashboards cache information. Set this value to 0 to disable caching. The default value is 0. For more information about Flashboards, see the Administering Flashboards guide.
AR Server settings
85
The time limit (in seconds) for which resources (such as images, .css files, and JavaScript files) can be used. The default is 300 seconds. If a user closes a form and opens it again within the specified expiry time, the image is cached and is not downloaded again. This helps increase the mid tiers performance.
Flush Cache
Click Flush cache to update the objects already in the cache with the latest versions on the AR System server.
Save your changes, or click Restore Defaults before you save to restore the previous settings.
Cache table
The cache table shows information about different cached objects and how they change. It displays the following items: Object nameThe type of object in the cache. Object countThe number of objects in the cache. Hit countThe number of times an object is found in the cache. Miss countThe number of times an object is not found in the cache. Last flushThe time that particular type of object was last flushed from the cache and the reason for the flush. This table is useful for monitoring your applications performance. If objects are being flushed due to server definition changes, this will cause serious performance degradation.
Report settings
The Report Settings page enables you to specify folder locations so that users can run Crystal reports.
Figure 5-9: Mid Tier Configuration ToolReport Settings page
Setting
Description
Crystal/BO Report Specify how you are deploying your report engine. The options are: Engine Deployment No Report Engine (You are using AR System reports only.) Crystal Enterprise 10 BOXI/Crystal Report Server 11 on a different machine without a mid tier BOXI/Crystal Report Server 11 on a different machine with a mid tier Reporting Working The default directory in which reports will be stored. Directory Enter the complete (absolute) path for this directory, for example:
c:\Program Files\AR System\Mid-Tier\reports
Report settings
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Enter the appropriate information as discussed in the following bullets. Leave this field empty if you are not using Crystal Enterprise 10. For IIS web servers serving Crystal Web, specify the <host_name> of the web server machine.
http://<host_name>
If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:<port_number>
For SunONE 6.1 or Apache web servers serving Crystal Web, specify the CGI path to the Crystal Web component server as:
http://<host_name>/cgi-bin/wcscgi.exe
where <host_name> is the name of the web server machine. If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:port/cgi-bin/wcscgi.exe
Enter the path to BusinessObjects Enterprise XI or Crystal Reports Server XI. Leave this field empty if you are not using either of these versions. Specify the <host_name> of the web server machine.
http://<host_name>
If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:<port_number>
To view reports on BusinessObjects Enterprise XI, the mid tier uses a web application called ARWebReportViewer. This application can be installed with the mid tier on the same machine as the Crystal Management Server is located, or it can be installed separately from the mid tier. If ARWebReportViewer is installed on the same machine as the mid tier, then you will see the following Report Settings page in the Mid Tier Configuration Tool.
Installing and Administering BMC Remedy Mid Tier Figure 5-10: Mid Tier Configuration ToolReport Settings page (for combined scenarios)
Setting
Description
Crystal/BO Report Specify how you are deploying your report engine. The options are: Engine Deployment No Report Engine (You are using AR System reports only.) Crystal Enterprise 10 BOXI/Crystal Report Server 11 on a different machine without a mid tier BOXI/Crystal Report Server 11 on a different machine with a mid tier Reporting Working Specify a directory where the Crystal Reports Management server will look for Directory report definition files. If this is not under the web servers root document directory, you must configure your web server with a virtual directory to point to this directory. For more information, see Configuring web server settings for Crystal reports on page 191.
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Description Enter the appropriate information as discussed in the following bullets. Leave this field empty if you are not using Crystal Enterprise 10. For IIS web servers serving Crystal Web, specify the <host_name> of the web server machine.
http://<host_name>
If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:<port_number>
For SunONE 6.1 or Apache web servers serving Crystal Web, specify the CGI path to the Crystal Web component server as:
http://<host_name>/cgi-bin/wcscgi.exe
where <host_name> is the name of the web server machine. If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:port/cgi-bin/wcscgi.exe
Enter the path to BusinessObjects Enterprise XI or Crystal Reports Server XI. Leave this field empty if you are not using either of these versions. Specify the <host_name> of the web server machine.
http://<host_name>
If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:<port_number>
Description Host name of the machine where the local Crystal Reports Management server resides. Do not include the port number. Select the report version you are using: BusinessObjects Enterprise XI (Managed) Crystal Reports Server XI (Unmanaged) If you selected the BusinessObjects Enterprise XI version, enter information for the following fields: AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer. CMS Folder NameName of the folder where the Crystal reports are published. CMS User Name and CMS PasswordThe user name and password of CMS. The mid tier uses this user information to log in to the CMS and publish the reports. If you selected the Crystal Reports Server XI version, enter information for the following field: AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer.
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BMC Remedy Action Request System 7.0 Figure 5-11: Mid Tier Configuration ToolWeb Service Settings page
Description Enter a user name to use with web services. The user can be either a registered or a guest user (if guest users are allowed in your AR System environment). Enter a password to use with web services. This field must be left blank if the user is a guest user.
Click Save Changes to accept the user name and password, or click Reset Defaults before you save to restore the previous settings. For more information about web services and the Anonymous User Name, see the Integrating with Plug-ins and Third-Party Products guide.
Log settings
You can use the Log Settings page to update logging configuration settings. A bold label with an asterisk indicates a required field.
Figure 5-12: Mid Tier Configuration ToolLogs Settings page (top portion)
Log settings
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Logging
Setting Log Categories Description The type of information to be stored in the log file. To specify a category, select the check box next to the information to be stored. ReportingMessages related to reporting. CacheMessages related to definitions, such as forms and active links in the cache. Session ManagementMessages related to user session construction and expiration, such as login, logout or timeout. ConfigurationMessages related to the config.properties file, such as when it is loaded and changed. FlashboardsMessages related to Flashboards. Web ServicesMessages related to web services. WorkflowMessages related to compilation of workflow (primarily active link actions), such as invalid active links. PerformanceMessages related to performance, including duration of operations. Qualifications and Expressions Messages related to parsing and compilation of expressions, for example, in active links. ServletMessages related to servlet handling of http requests, primarily for reporting results of back-channel requests. InternalInternal logging messages. ARServer (API/Filter/Database)Messages related to APIs, filters, and databases. Data Visualization ModuleMessages related to the data visualization module. Categories selected by default are: Reporting, Cache, Session Management, Performance, and Servlet. Filter Log by User Name The statements relating to the user who is logged in with this user name only are recorded. After you enter the user name and save changes, a new log file is started. For log messages displayed on the screen, the filter will only be applied to new entries. Older entries that existed before the user name was changed will still be displayed on screen, up to the limit set in the View Logs setting. If the field is left blank, all logs related to the current session are stored, regardless of who is logged in. You can enter only enter one name in this field.
Log Directory
To change the log directory, enter the absolute (complete) path for the new directory. You cannot change the log file name. Maximum Log File Size (kb) The maximum size (in kilobytes) a file reaches before a backup copy is automatically made. The default size is 1024 KB. When the log file reaches this limit, a backup copy is made with the same file name (the default is armidtier.log) and an incremental number (for example, armidtier<n>.log). The maximum number of backup files that the system will generate when the log file size exceeds the limit specified in the Maximum Log File Size. The default is 10 backups. Log Level The level of detail for logging information. The options are: FineProvides the highest level of detail. WarningProvides a moderate level of detail. Warnings plus those errors included in the Severe level are logged. SevereProvides the lowest level of detail; only server start time and error messages are logged. The default value is Warning. Log Viewer The method by which you want to view log files. The options are: ConsoleThe log entries will be directed to the stderr (System.err) of your servlet engine. FileData is saved to a file in the specified log directory. The default value is File.
Note: If you are using ServletExec as your servlet engine, you can also view Servlet
log data from your browser. To do so, enter http://<host_name>/ servletexec/admin in the browser address field, then click the View Logs link in the navigation bar. Log Format The log output is generated using the standard Java 1.4 logging API, including Simple and XML formatting. The options are: Simple TextA basic text file for faster performance. It does not include stack trace information except in the case of Severe log messages. Detailed TextA text file containing details such as Java class names and methods. XMLA file in XML format. The default value is Simple Text.
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Mid-Tier Profiler
You can turn on the Mid-Tier Profiling feature to gather performance information.
Setting Mid-Tier Profiling Description A tool for profiling the client side (JavaScript) code on the mid tier. The profiler will show how much time was spent on a particular method (such as a table refresh). Changing this value requires that you restart the mid-tier server. When the profiler is turned on, Show Profile and Clear Profile buttons appear in the mid-tier toolbar (if enabled) when forms are viewed in the browser. If you click Show Profile, a new window will display all the profiled data up to that point. If you click Clear Profile, all profiled data will be cleared from memory. The Mid-Tier Profiling option is normally used during development of an application because when you turn on the profiler, all users will have access to the profile.
View logs
You can view the log files that record the activity of the mid tier. If you have no log files generated, it might be because the Log Viewer setting is set to Console. Change this setting to Files to generate mid tier log files.
Setting Display Last View Log File Description The number of lines you want to view from the most recent entries in the log. The default is 25. Click to view the log file.
Change password
You can change the password used to access the Mid Tier Configuration Tool. A bold label with an asterisk indicates a required field.
Figure 5-14: Mid Tier Configuration ToolChange Password page
Description The current configuration password. The new configuration password. The password must contain more than 5 and less than 20 characters; do not include double-byte characters. As you type, asterisks are displayed instead of the actual password characters. The new configuration password. Re-enter the new configuration password exactly as you entered it in the New Password field.
Click Change Password to accept the new configuration password, or click Clear to keep your original password. To verify that the new configuration password is in effect, log out of the Mid Tier Configuration Tool and log in again.
Change password
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Browser settings
For the mid tier to work properly, the browser settings for the XMLHTTP protocol between the browsers and mid tier must be set correctly. Typically, if you simply use all the default scripting settings in MS IE and Mozilla, you should not see any problems with the mid tier. See Browser settings for scripting and ActiveX controls on page 125 for more information. For the mid tier to open windows properly, users must configure their browser or pop-up window-blocking software to allow pop-up windows originating from the web servers address.
For example:
flashboards.maxDataPoints=4000
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You can set user and administrator preferences both locally and on the server (centralized). The following topics are provided: User preferences for web clients (page 100) Setting centralized preferences on web clients (page 100) Logging tab (page 105)
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Common fields
These fields reside in the non-page field portion of the AR System User Preference form.
Figure 6-1: Common area of AR System User Preference form for web settings
Description Allows the administrator to create and modify preferences for a specific user by entering the users login name in this field. Users can search for and modify their own preference records. The default setting is $USER$.
Short Description Allows the administrator to create and modify preferences for a specific user based upon a value in this field. Users can search for and modify their own preference records. The default setting is Preference entry for $USER$.
Form tab
Figure 6-2: Form tab of AR System User Preference form for web settings
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Field Name
Description Defines the action that a form opened in New mode takes when accessed multiple times. The options are: Clear All FieldsDesignates that all fields on new forms are cleared when a new form is opened or when a form is reset after a request is submitted. Set Fields to Default Values (Default) Designates that fields on new forms are filled with default values when a new form is opened or when a form is reset after a request is submitted. Keep Previous Field ValuesDesignates that fields on new forms are filled with the previously used values when the form is reset after a request is submitted. ClearDesignates that when no option is selected, the Set Fields to Default Values default is used.
Field Name
Description Defines the action a form opened in Search mode takes when accessed multiple times. The options are: Clear All Fields(Default) Designates that all fields on search forms are clear after you perform a search, display the records in modify or display mode, and then return to the search form without closing the form. Set Fields to Default ValuesDesignates that fields on search forms are filled with default values after you perform a search, display the records in modify or display mode, and then return to the search form without closing the form. Keep Previous Field ValuesDesignates that fields on search forms are filled with previously used values after you perform a search, display the records in modify or display mode, and then return to the search form without closing the form. ClearDesignates that when no option is selected, the Clear All Fields default is used.
Defines whether the number of search results returned is limited. The options are: No(Default) All results are returned. YesThe number specified on the User Preference form is returned. If you choose Yes, you can specify the number of search results returned. (If you choose No, this field is disabled.) The default value is 1000. This preference can be overridden by the server setting Max Entries Returned by GetList in the Configuration tab of the Server Information window. AR System uses the lesser of the two values.
On Open Confirm
Defines whether to show the advanced search bar when a new Search window is opened. Defines whether a confirmation dialog box appears after a new request is submitted to verify the submitted entry and the entry ID.
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Description 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.
View
Defines the view to be used as the default for all forms. Ask your AR System administrator for the name you should enter here, or leave this field blank.
Note: If you enter a view name that does not exist,
AR System determines which view best fits. This might not be the default view. For more information about how a view is selected for a user, see the Form and Application Objects guide. Open Window View Extension Defines the suffix to be used as the default for all forms that are opened from other forms. Ask your administrator for the name you should enter, or leave this field blank.
Note: If you enter a suffix that does not exist, AR System
determines which view best fits. This might not be the default view. Hidden Display Hidden Forms (Admin) Defines which forms are available. The options are: NoOnly those forms that have been designated as visible are available. YesAll forms are available, whether designated as hidden or visible.
Note: This option is available only if you are logged in as
Field Name
Description For BMC Remedy User only, defines position of the Results List and the Details Pane. DefaultSee Top. RightUses the Default. LeftUses the Default. Top(Default) Results List on the top; Details Pane on the bottom. BottomResults List on the bottom; Details Pane on the top. ClearResults List on the top; Details Pane on the bottom.
Logging tab
Figure 6-3: Logging tab of AR System User Preference form for web settings
Logging tab
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Description Designates whether use of active links on the client is logged in a browser window. 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.
Locale tab
Figure 6-4: Locale tab of AR System User Preference form for web settings
Description 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. If the locale is not set here, the browsers language flag is used.
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.
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 administratordefined Initial Currency Type in the field properties dialog box of BMC Remedy Administrator. If there is a default value for this field, it overrides the User Preference and the Initial Currency Type.
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Description Defines the format in which the date and time appear. According to ICU (International Component for Unicode) format, the options are: Short Long Custom This setting is platform-independent and will not automatically be the same as preferences set in BMC Remedy User, or as any preferences set in the Windows Control Panel. Use a predefined ICU format or customize an ICU format to set web view Date/Time appearances. The default is Short.
Defines the format of date strings to be displayed in your browser. This field is active only when Custom is selected from the Display Date/Time Style menu list. Select the format of date strings. You can add a forward slash (/), dash (-) or a period (.) as separators. This field is clear by default. For more information about date formats, see the Configuring guide.
Defines the format of time strings to be displayed in your browser. This field is active when Custom is selected from the Display Date/Time Style menu list. Select the format of time strings. You can add a semicolon (:), dash (-), or a period (.) as separators. This field is clear by default. For more information about time formats, see the Configuring guide.
Advanced tab
Figure 6-5: Advanced tab of the AR System User Preference form for web settings
Description Defines whether the data in a table field is refreshed automatically every time a form is displayed.
Note: You can refresh the table manually by clicking on it
when you want to check for changes. 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.
Logging tab
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Description 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 clear by default.
Designates an application for viewing Crystal Reports. The choices are: Java (using browser JVM) Java (using Java Plug-in) ActiveX Netscape Plug-in HTML with frames HTML without frames (Default) Clear (The system takes the default value that the administrator sets.)
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.
Description Designates whether an accessible mode applies to this view and if so, which mode. The options are: DefaultNo accessible mode used. Screen Magnifier/Low VisionView is accessed with a screen magnification device. Screen Reader/No VisionView is accessed using screen reader software. This field is clear by default.
Accessible Message
Designates the type of nonvisual feedback that applies to workflow. 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 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.
Note: These options are not used in the mid tier for
AR System versions 6.3 and later. Session Session Timeout in Minutes Designates the number of minutes after which a session times out. The default is 90 minutes. You can set the session timeout for longer than 90 minutes for a specific user, and this setting will override the session timeout in the General Settings page of BMC Remedy Mid Tier Configuration Tool.
Logging tab
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In a browser, toolbar buttons along the top of the form provide the equivalent functionality of menus and toolbars in the Standard (Windows) view. You can hide the entire toolbar by clicking the down arrow icon just above the first toolbar button. You can also configure the form to hide the toolbar when the form is viewed in a browser, and control individual button access using Menu Access view properties.
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For more information about hiding the toolbar by default, see Showing or hiding the web toolbar on page 118. The Advanced Search Bar (if enabled) appears as a pane at the bottom of the form.
Figure 7-2: The same AR System form viewed in a browser
For more information about behavioral differences between BMC Remedy User and the web client, see the Behavioral differences between Remedy User and the web client white paper, available on the BMC Remedy customer support website.
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Installing and Administering BMC Remedy Mid Tier Figure 7-4: View Properties dialog box
Note: The Dynamic Web Views tab appears only in Standard views in AR System 6.3 and later.
From the Appearances tab of this dialog box, you can specify the visibility of the details pane, results pane, and toolbar when forms are viewed in a browser. You also can edit web header and footer content of any view. For more information, see the following resources: For information about selecting menu access, list color, advanced results, list, dynamic views, aliases and labels, and defined searches, see the Form and Application Objects guide. For information about pane banner visibility on the web, see Showing or hiding the web toolbar. For information about editing web header and footer content, see Editing web header and footer content on page 119.
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6 In the Pane Banner Visibility region, choose Visible or Hidden in the Web
Toolbar field.
7 Click OK.
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BMC Remedy Action Request System 7.0 Figure 7-6: Appearances tab
Click either of these buttons to edit web header and footer content.
6 In the Web Header and Footer region, select either the Edit Web Header
Content or Edit Web Footer Content button. The Web Header Content dialog box appears.
Figure 7-7: Web Header Content dialog box
Enclose all text within <div> tags, and specify the position for the header and footer text, as shown in the following example:
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In this example, the header is positioned 50 pixels from the top of the form, and 30 pixels from the left edge, with a height of 45 pixels. An <H1> tag is used, with styles specified for the color, background color, font size and style, border, and padding around the text.
Note: Make sure that the CSS z-index of the header and footer is higher than that of the other elements on the page that overlap it. For example, if you add content to the top of the page, make sure that its z-index is higher than that of the FormContainer element (for instance, greater than 29999).
Figure 7-8: Example header in a web view of a form
Header text
8 Click OK to return to the View Properties dialog box. 9 Click OK to close the dialog box.
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10 Save the form. 11 Open the form in a browser to verify that the positioning and text are correct.
http://<mid_tier_server>/arsys/forms/<ar_server>/<form_name>
The following table lists and describes the available form action fields. The form action fields that are displayed are based on the selections made in the Form Action Controls dialog box, shown in Figure 7-9 on page 124. The form action fields marked with an asterisk (*) are required on most forms.
Form Action Field Submit * Query * Description Sends the data on the form to the database. If any workflow is designed to execute on submit, it will be executed. Submits the search on the current form. Because the results will be displayed in the results list field, you must select the Results List check box to include a results list field on the web. If any workflow is designed to execute when a user performs a search operation, the workflow will be executed. Submits your changes to the database. If any workflow is designed to execute on modify, it will be executed. Displays the advanced search bar, so the user can perform advanced searches. When you create a Search Bar form action field, you must resize it to a field width of at least 650 so that all of the buttons appear when the form is viewed in a browser. For information about changing field width, see the Form and Application Objects guide. Form Help Displays form-level help in a separate window.
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Description Removes all the entries on the form that have not been saved. Opens the form configured to be your Home Page. Sets the entries on the form to the defaults. If any workflow is designed to execute after setting defaults, it will be executed. Opens the form in Search mode so that the user can begin a new search. Opens the form in New mode so that the user can submit a new request. Used mostly for workflow development or troubleshooting.
Note: This form action field is not supported in version 6.3.
Shows the progress that has been made on a request: the time that the entry was last changed to each of the states defined by the status field, and the name of the user who made the change. Users select the entry (request) from the results list field. When the Show Status History button is clicked, a search is made on the form, and the results are displayed in a new browser window. Show Status History is enabled only in Modify mode. Adds a results list field to the form.
Note: If a form does not already have a results list, it will be
Results List
added automatically in the Standard view. If you find that the number of search results is limited and you receive an out of memory error message, increase the Maximum Heap Size in your Virtual Machine Settings of your servlet engine. Tell your users that if they make any changes to the results list, they must remember to save their changes because they will not be prompted to do so.
Note: The results list field is visible only in Modify, Modify
All, and Display Only modes. It is hidden in New Search mode. Modify All Performs a Modify action on fields in selected requests. This button is visible only in Modify mode.
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You can set a preference for which form action fields are automatically included. In BMC Remedy Administrator, choose File > Preferences, and click the Web View tab. For more information, see the Getting Started guide. Use the following procedure to add form action fields manually to a view.
4 Select the actions that you want included the view, and clear the check boxes
for the actions that you do not want included in the view.
5 In the Add to Views field, select the views that should include the selected
fields.
7 Save your changes.
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If you create or open forms within the Application window, resources added to form views are automatically added to the applications Support Files properties. At the time the resource is added, the reference to that resource matches its location in Support Files. However, AR System does not maintain these references (for example, if you change the directory structure for resources in Support Files). The Resources Directory Structure level represents the directory for your application in the mid tier. You can add support files directly under this level, or to other directories that you create. You cannot delete or change the name of the Resources Directory Structure level. You can add or delete directories and files, or rename existing directories. You can also save the directory structure to an external disk. Use the following procedures to specify support files for web applications.
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following procedure. If you do not add support files to the directory you created, it will be removed from the directory structure the next time you open the application object.
7 Save the application.
Note: If you have added support files for your application, you can access them through a URL. For more information, see Accessing support files on page 130.
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In AR System 6.3 and later, names of applications, forms, and views referenced in URLs use the actual database name of the object instead of the web aliases required by previous releases. As a form loads in the browser, the system appends a hexidecimal cache ID to the URL, such as ?cacheID=acbec68. This number represents parameters such as the user name, locale, view, application, and workflow logging. The purpose of the cache ID is to make the URL unique in the browser cache and to make sure that the correct view is displayed.
Note: The mid tier also provides an Object List that displays a list of forms and applications available on the mid tier. This list appears if the system cannot determine which form to load because of an incorrect or incomplete URL, or if the application does not have a primary form. The Object List must be enabled in the General Settings window of the Mid Tier Configuration Tool. For more information, see Working with the Mid Tier Object List on page 140.
The following sections provide the URL formats to use for opening forms and applications in a browser. In the following examples, arsys is used as the default context path.
Opening a form
To open a form, enter:
http://<mid_tier_server>/arsys/forms/<ar_server>/<form_name>
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You can add URLs to form views to provide users access to web pages, HTML documents, and images. You can also build URL links on web pages, view fields, and text trim fields that open forms. You can also use the $HOMEURL$ keyword in workflow to reference the context path displayed in a browser. For more information, see the Workflow Objects guide.
If you have placed support files under any subdirectories (including the
Resources directory that BMC Remedy Administrator creates dynamically),
those must be added to the URL, as in the following examples. Notice that the Resources subdirectory name is uppercase and lowercase (title case). To access a file under the Resources directory, enter:
http://<mid_tier_server>/arsys/apps/<ar_server>/ <application_name>/resources/Resources/<file_name>
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At a minimum, you must supply the server name and form name. If more than one view of a form is available, the system selects a view based on certain criteria, as described in How a view is selected on page 143. Values in URLs are case-sensitive. For example, ViewFormServlet and
viewformservlet are not the same.
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Note: The formalias, appalias, viewalias, and locale parameters are no longer supported.
Description Name of the AR System form to be accessed. View label for the preferred view. See How a view is selected on page 143 for information about how a list of possible views is generated for the user.
app
Application (container) name. If specified URL-encoded string and valid, the file for the view is called from the application-specific directory. Name of the AR System server to be accessed. URL-encoded string
Mode in which the form will be opened. If Search, Submit not specified, Search will be used. Request ID of a form entry. Provides direct URL-encoded string access to a specific request on the form. If representing the specified, the qual value is ignored. request ID number Qualification criteria for a search operation. If specified, the mode value is ignored. User name used to log in to AR System. Password used to log in to AR System. Authentication string for the user. For more information, see the Configuring guide. URL-encoded search string (size restricted by URL length) URL-encoded string URL-encoded string URL-encoded string
qual
URL encoding
If a URL includes characters that cannot be printed or transmitted safely, the URL must be encoded. Any unsafe or unprintable characters (for instance, single or double quotation marks, equal signs, or ampersands) are replaced with a percent sign (%), followed by the hexidecimal digits that correspond to the characters value. For example, the string Assigned To would be encoded as %22Assigned+To%22.
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BMC Remedy Action Request System 7.0 Figure 7-11: URL encoder utility
2 In the Original String field, enter the individual character or string for which
you want to find the correct encoding. You can encode parameter values, but do not code the entire URL.
3 Click Convert.
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Example 1: URL that bypasses the Login window and displays the specified form
http://<mid_tier_server>/arsys/servlet/ ViewFormServlet?form=<form_name>&server=<server_name>&username=<user_ name>&pwd=<password>
The system bypasses the Login screen, and displays the view of the form.
WARNING: If you use the pwd parameter in a URL, passwords are exposed by the browser in the locator and in bookmarks or favorites. For URLs that include the pwd parameter, use https://.
After the user logs in, the system displays the form with results of the search Assigned To=Firstname Lastname AND Status=Fixed.
To encode a string
1 Open the ARURLEncoder utility. Go to http://<localhost>/arsys/shared/
ar_url_encoder.jsp.
click Convert. The encoded string is displayed in the Encoded String field. Use this encoded string to form your URLs.
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In the following example, a value of Web User is passed to the Creator field (field ID=2) of the User form stored on the AR System server mars, from the mid tier server saturn. The default context path is arsys.
http://saturn/arsys/forms/mars/User?F2=Web%20User
Values with spaces or special characters must be properly encoded. In this example, the space between Web and User is encoded with %20.
Note: In radio button and drop-down list fields, if you enter a value that does not exist, the value is not set when the form is displayed in the browser.
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The goto parameter redirects users to an alternate URL after login or logout. The enc parameter specifies the type of character encoding, such as UTF-8 or Shift_JIS, used in other parameters. Following are a few login and logout guidelines: To have users log in manually, specify login.jsp. To susers to the logout page only, specify logout.jsp or specify LogoutServlet without the goto parameter. To have users go directly to an alternate URL, specify LoginServlet or LogoutServlet and the goto parameter. The following examples show how to use URLs for login and logout. In these examples, <mid_tier_server> is the name of the web server, arsys is the default context path, and <URL> is a valid URL. When creating login and logout URLs, do not include quotation marks around parameter values.
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The user logs in using the default login page, and then goes to the specified URL.
The user logs in using a login page customized for an application, and then goes to the specified URL. Any URL after goto statement must be URL-encoded.
The user is logged in automatically and goes directly to the specified URL.
Example 4: Logout
http://<mid_tier_server>/arsys/servlet/LogoutServlet?goto= <URL>
The user logs out and goes directly to the specified URL.
Logout.
4 Choose File > Save Form to save your changes.
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5 Create an active link with the following properties: Execute On condition Button/menu item Execute On field If Action Command Line Logout Run Process PERFORM-ACTION-EXIT-APP
The following procedure demonstrates how to create a Login or Logout submit button on a web page. arsys is used as the default context path.
following examples. For login functionality, modify the HTML code as follows:
<form name=loginForm method=post action=http:// <mid_tier_server>/arsys/shared/ login.jsp?goto=<URL>&server=<server_name> <p><INPUT type=submit value=Login name=login></p> </form>
where arsys represents the default context path, <URL> is the URL the user will go to after logging in, and <server_name> is the name of the server to which the user needs to log in. For Logout functionality, modify the HTML code as follows:
<form name=logoutFormmethod=post action=http:// <mid_tier_server>/arsys/servlet/LogoutServlet?goto=<URL>> <p><INPUT type=submit value=Logout name=logout></p> </form>
where arsys represents the default context path, and <URL> is the URL the user will go to after logging out.
3 Save your changes.
Note: For more information about customizing login and logout pages, see the Release Notes.
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file to your Home Page server. This file provides the default view and related workflow in English. The default location is:
c:\Program Files\AR System\MidTier\samples\AR SystemMidTierObjectList.def
To import the file, choose Tools > Import Definitions > From Definition File.
4 If you need additional localized views, import the appropriate .def files. To
do so, choose Tools > Import Definitions > From View Definition Files, and select the .def files you need. If you do not need localized views, skip this step.
5 In the General Settings page of the Mid Tier Configuration Tool, select the
Enable Object List check box. (By default, this box is not selected.)
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You can also display the Object List using any of the following URLs.
http://<mid_tier_server>/arsys/forms http://<mid_tier_server>/arsys/forms/<server_name> http://<mid_tier_server>/arsys/apps http://<mid_tier_server>/arsys/apps/<server_name> http://<mid_tier_server>/arsys/apps/<server_name>/ <application_name> Figure 7-13: Object List example
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To restore the full list of forms and applications, clear the Server, Application, and Name fields, and click Search. You can also arrange items in the list by name, server, or type by clicking the appropriate column headings.
customization.
2 Save this page as login.html. Do not use any other name, and be sure that the
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7 Select this directory. 8 Click Add File(s). 9 Browse to the login.html file you created in step 1. 10 Add the file to the public directory.
Figure 7-14: public directory on support Files tab
11 Save your application. 12 Log in to your application to verify that the customized text appears. It will
way of workflow. If no view category is requested, or if the requested category does not exist, the default category will be used.
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2 The system selects a view that is appropriate for the client that the user is
running. If the client is on the Web, the system selects a view according to the Prefer Standard/Windows View option in the Mid Tier Configuration Tool. For more information, see Chapter 5, Configuring the mid tier, and the Configuring guide.
3 The system selects a view that is appropriate for the users locale. If there is
not an exact match, a fallback mechanism finds the closest possible locale to the one requested. The resulting view is then displayed for use.
Session timeouts
When a user logs in to the mid tier, the length of the users session is determined by the timeout setting in the Mid Tier Configuration Tool. When the session exceeds this time, the session times out and the user must log in again. The default session timeout is 90 minutes. If a user is entering data in a form, that data might be lost if the session times out before the user submits (saves) the data. To prevent data loss if a timeout occurs, the user should log in from a new window, copy and paste the data to the new window, and submit the data from the new window. If users are experiencing frequent timeouts, you might want to increase the session timeout setting in the Mid Tier Configuration Tool. For more information, see Chapter 5, Configuring the mid tier, and the Configuring guide.
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You can also provide access to help on the web by using a Form Action field.
To create help for a form on the web using a Form Action field
1 Create help for the form and for each field as described in the Getting Started
guide.
Note: For field-level help, the Hide This Help Text in Web Views check box at the bottom of the tab is ignored in version 6.3 and later. Using previous versions, you can select the check box if you do not want help text for a field to appear in a form viewed on the web.
2 Create a Form Help field on the form. a In the form window, choose Form > Form Action Fields. b Select the Form Help check box, and click OK. c Set field properties for the Help button that appears. See the Form and
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Note: The BMC Remedy Mid Tier does not provide explicit support for Low Vision users. Low Vision users should use a third-party tool to enlarge the screen.
Configuring JAWS
On the mid tier, optimal readout will occur if you set JAWS as outlined in the following procedure. This is not a default JAWS setting.
(instead of the Use Screen Text option). If you use other products, you might have to reset these settings. See the documentation for each product you are using.
Configuring Windows-Eyes
You can configure Windows-Eyes to read link title attributes instead of link text.
If you use other products, you might have to reset these settings. See the documentation for each product you are using.
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Installing and Administering BMC Remedy Mid Tier Figure 7-16: Web tab on AR System User Preference form
Description 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 level of nonvisual feedback that applies to workflow. The options are: No ActionNo messages are shown for accessibility. Active link message actions of type Accessible are ignored. Message ActionDisplays accessibility messages defined by an active link message action of type Accessible. All ActionsDisplays accessibility messages to reflect visual changes on the page, as well as accessibility messages defined by an active link message action of type Accessible.
Note: These options are not used in the BMC Remedy Mid Tier for versions 6.3
and later. Session Timeout in Minutes Specifies the number of minutes for the login session to time out. If no value is defined, the default value defined in the BMC Remedy Configuration Tool will be used. This value should be increased for No Vision users, because they might need more time to traverse forms.
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Accessibility features
AR System provides many accessibility features when the Accessible Mode user preference is enabled. In certain cases, you might need to configure the system to meet accessibility requirements.
Accessibility feature AR System functionality Text equivalent for images Field accessibility For images on buttons, the field label can be interpreted by a screen reader. Field labels and field states (such as Read Only and Disabled) can be interpreted by a screen reader. AR System supplies default text for menu and expand box icons that appear next to fields. You must distinguish Required fields. For example, you can add an asterisk, a plus sign, or other character to the field label. Administrator tasks
Table field row and Table titles, column headers, and row headers column identification can be interpreted by a screen reader.
Note: If a table or results list has only one
column, screen readers will not recognize the table as a data table, and will not read it out. Keyboard shortcuts The web client supports keyboard shortcuts. For more information, see Keyboard shortcuts on page 151.
Because of a JavaScript href reference for the A element tags that make up the buttons, JAWS assumes that all buttons have been visited.
Note: JAWS will not automatically read the contents of a read-only field.
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Keyboard shortcuts
The following table lists keyboard shortcuts used in AR System. The term focus refers to keyboard focus, not to virtual cursor positions defined by certain assistive technologies.
ENTER
RIGHT ARROW
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Description Dismisses the submenu and sets focus to the upper level menu. There is no action if the focus is at the top level. Enter a letter to select the first item in the menu that begin with that letter. Press ENTER to fill the field with the menu selection.
<letter>
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Each property/value pair is separated by a semicolon. A selector can be an HTML tag (such as body, p, or td), a unique class, such as btn3d, an ID such as #toolbar, or a combination of these and other selector types.
Specificity
You can combine selectors to apply styles to an element. For example, the following three selectors are increasingly specific:
.note a.note (more specific) a.note.div
(more specific)
In AR System, each elements style is controlled by CSS rules, which are defined in one or more CSS files. The system CSS files are located under the Resources directory of the BMC Remedy Mid Tier.
Order of precedence
The style that you ultimately see for an element is created dynamically by the mid tier and the browser, based on a hierarchy of multiple style sheets, plus any inline styles. The following diagram outlines the order of precedence for applying styles.
Order of precedence
Styles are applied in downward order from the top of the diagram. Inline styles always override other CSS rules, and application-specific styles override system styles. The standard style sheet usually contains rules for all elements with properties that work for all browsers. The other style sheets might repeat or add a rule with different or unique properties specific to a browser client, application, locale, or user. In addition, properties that are not redeclared in succeeding style sheets are applied from the previous declarations. For example, suppose you have a style rule called input.text that is declared in the first four source files: System style sheet: input.text {background-color: red; color:
black;}
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In this example, the style declarations from the application style sheets take precedence over those from the system style sheets. For instance, the color: blue declaration from the standard application style wins over the color: black declaration from the system style sheet. The mid tier might assign multiple CSS rules to an HTML element; for example:
<textarea class=text sr f9 dat>
Style rules take precedence in right-to-left order. Rules to the right take precedence over rules to the left. Properties that are not declared are carried over and reapplied to succeeding style sheets.
Description Styles for the BMC Remedy Mid Tier Configuration Tool. Selectors from version 6.0.1 are still used. You cannot specify browser or applicationspecific versions of this style sheet.
Default directory
C:\Program Files\AR System\ Mid-Tier\shared\config\
rwebhelp.css
Styles for BMC Remedy Mid Tier Configuration Tool help. Selectors from version 6.0.1 are still used. You cannot specify browser or applicationspecific versions of this style sheet.
flashboards.css
Styles specific to BMC Remedy Flashboards C:\Program Files\AR System\ user customization controls. Selectors from version 6.0.1 are still used. Tier\resources\standard\ You cannot specify browser or application- stylesheets\ specific versions of this style sheet.
Mid-
Description Styles for dynamically generated help created for forms and fields. A style sheet for help was not used in previous releases. You cannot specify browser or application-specific versions of this style sheet.
Default directory
C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\
ARSystemAppList.cs s
Styles for application list fields in AR System forms. In previous releases, the main style sheet was used to apply styles for application list fields.
C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\ C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\ C:\Program Files\AR System\ Mid-Tier\resources\ie\ stylesheets\ C:\Program Files\AR System\ Mid-Tier\resources\moz\ stylesheets\ C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\ C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\ C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\
ARSystem.css
(generic)
Styles for AR System forms that are properly interpreted or ignored by all browsers.
ARSystem.css
(IE)
ARSystem.css
(Mozilla)
ARSystem_ja.css
Japanese-specific styles.
ARSystem_ko.css
Korean-specific styles.
ARSystem_zh.css
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If you want the application to include your corporate standard for colors and fonts, you can use a customized style sheet to reflect your corporate styles. The following procedure outlines how to add a customized style sheet to a web application.
4 Select the top Resources Directory Structure directory. 5 Click the Create Dir button to create a set of directories using the structure
shown in the following figure. This structure mirrors the structure in the mid tier directory for system resources.
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BMC Remedy Action Request System 7.0 Figure 8-3: Directory structure for customized style sheets
The standard directory is for stylesheets and other resources that work across all browsers. The ie and moz directories are for stylesheets that contain CSS rules specific to each browser and that should be applied only to that browser. Keep in mind that a CSS rule property is sometimes applied only by the browsers that support it, and is safely ignored by all other browsers. Such properties do not need to be limited to a browser-specific style sheet, which means that you might be able to reduce the number of style sheets you need to create.
6 Select a directory, and click Add Files.
Installing and Administering BMC Remedy Mid Tier Figure 8-4: Adding customized .css files
9 Save your changes. 10 Delete your browsers temporary (cached) files, and refresh your browser to
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As you can see, this customized style sheet changes the appearance of the application in the browser, including fonts, labels, colors, menu styles, button styles, trim lines, and more.
11 Repeat steps 6 through 10 for each directory to which you want to customize
your .css files. In each directory, click the Rename button to rename each customized CSS file to ARSystem.css.
12 If you need to edit a .css file later, delete the current file and add the edited
one. Delete the temporary (cached) files in your browser, and refresh the page to see the changes.
CSS selector 1. fieldset 2. textarea.text, textarea.sr For the display as text option:
textarea.dat
3. label.label, . * , f0-f10 Character, 2 or more rows Same as the previous row, except: 2. textarea.text only 4. See Button, field_text.gif mid tier resource, and Diary and Text Editor pop-up. Selection, drop-down Same as Character properties, except: 2. div.selection input
input.text
4. See Button and field_menu.gif mid tier resource. Selection, radio button Same as Character properties, except: 2. div.radio 4. div.radio.input
Currency
Same as Character properties, except: 2. input.currency 4, 5. See Button and field_menu.gif and field_currency.gif mid tier resources.
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Same as Character properties, except: 2. input.text 4. See Button and field_calendar.gif or field_time.gif mid tier resources.
1. div.DivPopup (border only) 2. td.DIVPopupBody 3. td.DivPopupButtons. See also Button. 4. input.text 5. tr.daysofweek 6. td.calendaron 7. td.weekday 8. td.weekend 9. See Button. spinner_down.gif and spinner_up.gif are mid tier resources.
Integer
3. See Button. spinner_down.gif and spinner_up.gif are mid tier resources. Real Number Same as Character properties, except: 2. input.text only
Decimal
Button
1. a.btn
a.btn3d btn3ddown a.btn3d:hover
See http://msdn.microsoft.com/ for more information about the ID-only filter property for creating gradients. Avoid using background images for gradients in IE, due to an IE bug that sometimes queries the server when the cursor hovers over a background image. Button with URL display type Menu
a.btnurl a.btnurl:hover
1. div.MenuOuter 2. td.MenuentryName
td.MenuEntryNameHover
3. td.MenuEntryNoSub
td.MenuEntryNoSubHover
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CSS selector
* f0-f10
If a URL is included:
a.TrimLink td.LinkCell a.TrimLink:hover
1. *
divTableHdr
2. See Button. Arrow images are mid tier resources. The space around page is to accommodate all languages. 3. divTable Inner (Only the border is affected). 4. div.BaseTableHeader
div.BaseTableHeaderDragL div.BaseTableHeaderDragR
5. td.BaseTableCellOdd and td.BaseTableCell affect alternating rows. tr.SelPrimary td and tr.SelSecondry td affect primary and secondary + row selections. 6. div.BaseTableBar div (column divider) 7. Internet Explorer only: div.TableInner (scrollbar-rdlight-color: #ebebeb; scrollbar-arrow-color...} See http://msdn.microsoft.com for more information about CSS attributes. 8. div.Table.Ftr
CSS selector 1. div.tree (Background and border of the tree) 2. div.treetitle (Specifies the font and color for nodes) 3. div.treeroot (Specifies additional styling for the root node)
3 2 1 4 5
4. div.treetitleselectedfocused (Specifies the styling for a selected node) 5. div.tree img (Specifies the width and height of the expand and collapse icons)
Horizontal Navigation
2 1
10
1 .HNavBar 2 .HNavItem.leftrnd 3 .HNavItem.center 4 .HNavItem.left 5 .HNavItem.right 6 .HNavItem.rightrnd 7 .HNavSep 8 .HNavSelected 9 .HNavHover 10 .HNavDisabled
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CSS selector 1 div.VNavBar 2 div.VNavLevel1 3 div.VNavParent 4 div.VNavLevel2 5 div.VNavLeaf 6 div.VNavSelected 7 div.VNavHover 8 div.VNavSep 9 div.VNavDisabled
1 2, 3 4, 5 6 7 8
9
Page Field
3
Toolbar
1 2 3 4
1. a.TBTopBarBox 2. div.TBTopBarStatus 3. div.TBTopBarStatus span 4. div.TBTopBarStatusMode1-6 5. See Button and a.searchsavechanges 6. td.TBGroup0 7. a.tbbtn.a.ttbbtn:hover 8-9. td.TBGroup1-3 10. div#ToolBar
5 6
10
Message boxes
1.body.PopupMsg (The image is a mid tier resource.) 2. div.PopupMsgBox (It is difficult to hide this border; the box needs to be scrollable if the text is long). 3. div.PopupMsgFooter. See also Button.
following syntax:
<styleName> { <property>: <value>; }
For example:
myRaisedBox { border-bottom-color; #e9967a; border-right-color: #e9967a; }
2 In BMC Remedy Administrator, open the form whose field you want to
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4 In the Custom CSS field, enter the name of the style from your style sheet.
Figure 8-6: Custom CSS in Field Properties dialog box
Customized style
5 Save the form. 6 Open your browser and clear any temporary (cached) files. 7 Display the form to verify that the style has been applied to the object.
The following examples show customized styles applied to boxes and buttons.
Installing and Administering BMC Remedy Mid Tier Figure 8-7: Customized style for box borders
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* (asterisk)A special rule that applies to all HTML elements, and that AR System uses to define basic font properties. f2 f3 f4 f6 f9 f10 f1 f7 f8 f5 f0
Header (I) Header (II) Header (III) Optional Field Required System field Edit field Push Button Radio Button Note Text Detail Text
These classes include the specifications of such CSS properties as background color and font (which includes font family, weight, style, and size.). These properties cannot be edited in BMC Remedy Administrator. For more information about these fonts, see the Getting Started guide. The default class for a fields label and text is based on its entry mode (specified in the Database tab). If a fields entry mode is Required, its default label class will be f9, in addition to label.label. In the HTML, the label tag contains class=label f9). Otherwise, it will be f6 (optional). For systemlevel fields such as Request ID, the default class is f10.
You can override the default class for the label/text of a field in BMC Remedy Administrator by making selections in the Color/Font tab of the Field Properties dialog box. You can override the default color (usually black) of the label/text of a field if you clear the Default Label/Text Color check box and choose a color. Doing so adds inline styles to the fields HTML code. These inline styles take precedence over the CSS rules in any linked style sheets.
WARNING: Do not increase the font size unless you also increase the size of the fields bounding box in BMC Remedy Administrator. The scaling factor is tied to font sizes, so you might end up with overlapping fields if you increase font sizes without increasing the bounding box size for the field.
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Overview
You can now save searches on the web, and run them at any time by selecting searches from a toolbar menu in a form. In addition, the recent searches and defined searches currently available in BMC Remedy User are now available in a browser. You can load each type of search criteria into a form, and update the search criteria before you execute a search. All searches can be run across multiple sessions. The Searches button is enabled only if you have specified a preference server and have the AR System Searches Preference form installed.
Figure 9-1: Searches menu in toolbar of a form displayed in a browser
Three types of searches are available on the web: Saved searchesSearches that users can create and save for a form. These searches are saved to a system form called AR System Searches Preference. Each search is an entry in this form. You must have this form installed in your preference server to save searches on the web. If you do not have this form installed, import it using BMC Remedy Administrator. Recent searchesA list of searches that a user has executed recently. The number of recent searches is configured in the AR System User Preference form. When a user executes a new search, it is added to the list of recent searches. If the maximum number of recent searches has been reached, the oldest of the recent searches is replaced by the newest search. These searches are also saved in the Ar System Searches Preference form.
Note: Parameterized searches are not saved in the list of recent searches.
Defined searchesSearches defined by the administrator. Each defined search is associated with a specific form view, and is stored as part of the properties for that view. Saved and defined searches can include parameters. For more information, see Including parameters in saved or defined searches on page 180.
Note: Searches saved on the web cannot be accessed from BMC Remedy User, and searches saved in BMC Remedy User cannot be accessed on the web.
combination of both.
3 Click Search.
5 In the Search Name field, enter a name for the search, or select one from the
list of existing saved searches. This is the name that will appear in the saved search list. If the name you enter already exists, the search criteria under the existing name will be overwritten.
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6 Click OK.
The new search will now be available in the list of saved searches.
Running a search
To run a saved, recent, or defined search
1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run
Defined.
Figure 9-3: Searches menu
Loading a search
You can load search criteria from saved, recent, or defined searches into a form without executing the search. You can then modify the search criteria, or execute the search as it is.
Load Defined.
3 From the list of searches, choose the search you want to load into the form.
The search criteria is loaded into the form. You can execute the search by choosing Search from the toolbar, or you can modify the search criteria.
The label for this button changes depending on the currently selected search.
Loading a search
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2 Select the search you want to enable or disable, and click the Enable/Disable
button. If a search is not yet selected in the Manage Search dialog box, the default button label of Disable is displayed. The state of the search changes to either Enabled or Disabled, depending on your action. If the search is disabled, it no longer appears in the search menu on the toolbar, but the search data is still stored in the AR System Searches Preference form.
3 Click Save to save your changes.
To delete a search
1 Select the search you want to delete. 2 Click Delete. 3 Click Save.
The search is deleted from the list in the Manage Searches dialog box, from the search menu, and from the AR System Searches Preference form. To restore a deleted search, you must recreate and save it.
NameThe administrator-defined name for the search. DescriptionA short description of what the search does; for example, Search for tickets by submitter. This description is displayed to the user in both BMC Remedy User and in a browser for an administrator-defined search. If a description does not exist for a search, the name will be used instead. QualificationThe criteria to be used for the search. To specify a parameter, use the following syntax:
<field> <operator> $<parameter>$
where
<field> is the field on which to search. <operator> is the operator type. <parameter> is the label for the search parameter. The label can be any
string that is not a keyword. For example, the search Submitter = $Enter Submitter$ will prompt the user to enter a submitter name.
Figure 9-6: Parameters in a defined search
6 Click OK. 7 Close the Manage Views dialog box. 8 Save the form.
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If the advanced search bar is not displayed, show it by choosing Advanced Searches from the toolbar.
Figure 9-7: Entering parameters in the advanced search bar
Search parameters
3 Click Search.
the list.
2 A dialog box appears, requesting values for the search parameters.
Figure 9-8: Search parameters
3 Enter the values on which you want to search, and click OK.
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The four reporting forms are: ReportTypeDefines the environment that supports creating, editing, and running reports on the Web ReportCreatorUsed to create or edit AR System report definition files ReportAssociates an existing report definition file with a particular form ReportSelectionEnables users to select the report they want to view Report definition filesFiles that define the layout and content of data in a report. These files are created and edited using the following tools: BMC Remedy User reporting tools The ReportCreator form The Crystal Report Designer application A form containing a table or results list fieldTable and results list fields hold the data that serves as input to a report. The Open Window active linkA workflow object that opens a browser window for any form. For reporting, the Open Window active link is set up to open the ReportSelection form in a browser window.
driver (arodbc70.dll) on the machine you are using. The driver can be installed in any of the following ways: The BMC Remedy User install program includes an option to install the AR System ODBC data source as a User DSN (data source name). For more information, see the Installing guide. The BMC Remedy Mid Tier install program silently installs the AR System ODBC data source as a System DSN.
Steps required to enable web reporting 187
The BMC Remedy ARWebReportViewer silently installs the AR System ODBC data source as a System DSN.
Step 2 For AR System on UNIX using Crystal Enterprise 10: Use the UNIX Web
Connector component that comes with Crystal Enterprise 10 to connect to the UNIX mid tier. For more information, see Appendix A, Installing and configuring Crystal Web Connector on UNIX platforms, on page 247.
Step 3 If you are using BusinessObjects Enterprise XI, Crystal Reports Server XI, or
Crystal Enterprise 10, configure the following options and settings: Web server settings (See page 191.) Configuration options (See page 200.) BMC Remedy User preferencesfor Crystal Enterprise 10 only (See BMC Remedy User Help.) For information about configuration, see Configuring the mid tier for Crystal reports on page 200.
Step 4 Define the environment you are using to create, edit, and run reports on the
Web with entries to the ReportType form. (See Using the ReportType form on page 208.)
Step 5 Make the ReportCreator and ReportSelection forms available to users on the
Web. Views of these forms are automatically saved with the locale of en_US. If you need a view of the form in another locale, open the view of the form on a machine set to the locale you require, and save it.
Step 6 Create a report definition file using BMC Remedy User reporting tools, the
ReportCreator form, or the Crystal Report Designer application, and make the report available for selection on the Web. For information about creating or editing a report using BMC Remedy User reporting tools, see BMC Remedy User help. For information about creating or editing a report using the ReportCreator form, see Using the ReportCreator form on page 214. For information about Report form entries, see Report form entries on page 223.
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Step 7 Define a table or results list field on a form to hold the data that serves as
input for a report. See Reporting using table fields and results list fields on page 228.
Step 8 Generate an AR System or Crystal report through a browser. (See Running
a report on the Web on page 224.) The remaining topics in this section pertain specifically to Crystal reports. If you are not using Crystal reports, see the sectionCreating reports for the Web for information about creating, displaying, and exporting reports.
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ARWebReportViewer is similar to the Mid Tier Configuration Tool, but ARWebReportViewer has three links: Report Settings, which is discussed in To configure the ARWebReportViewer separately on page 202. Log Settings, which is discussed in Log settings on page 93. Change Password, which is discussed in Change password on page 97.
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Crystal Enterprise 10
Web server settings are required if a user wants to view reports created with the Crystal Report Designer application on the Web. To run Crystal Enterprise 10 with AR System you must configure a virtual directory, arreports, that points to the report directory on your mid tier. The following procedures describe how to do this for IIS (page 191) and SunONE (page 195). To set up a remote mid tier that communicates with Crystal Enterprise 10, see Setting up a remote mid tier for Crystal Enterprise 10 on page 197.
double-click Internet Services Manager. The Internet Information Services window appears.
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BMC Remedy Action Request System 7.0 Figure 10-2: Internet Information Services window
2 In the Internet Information Services window, select Default Web Site from
the hierarchy.
3 From the Action menu, choose New > Virtual Directory to start the Virtual
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4 Click Next.
Figure 10-4: Naming the Virtual Directory
5 On the Virtual Directory Alias screen, enter arreports in the Alias field, and
6 When specifying the Web Site Content Directory, enter the mid tier report
directory.
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BMC Remedy Action Request System 7.0 Figure 10-6: Specifying Access Permissions
7 On the Access Permissions screen, select all the check boxes except Execute,
A new virtual directory called arreports appears as a sub-item in the Default Web Site hierarchical list.
Figure 10-7: Virtual directory arreports in Default Web Site hierarchy
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2 Configure the web server to enable CGI for this cgi-bin directory.
installed with Crystal Enterprise. These samples are accessed from the Windows Start menu option for Crystal Enterprise.
5 Open the SunONE web server settings in a browser. 6 Click the Java tab on the settings page. 7 On the Java web page, click the Default Class List link, and then click the
Programs tab.
8 On the Programs tab, click the CGI File Type link.
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11 In the URL prefix field, enter cgi-bin. 12 In the CGI directory field, enter <web server root>\cgi-bin. For example,
for a web server located at C:\SunONE, the value of the CGI directory field would be C:\SunONE\Servers\docs\cgi-bin.
13 Click the Content Mgmt tab, and then click the Additional Document
Directories link. The Additional Document Directories Add Another Directory page appears.
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Installing and Administering BMC Remedy Mid Tier Figure 10-10: Content Management tab
14 In the URL prefix field, enter arreports. 15 In the Map To Directory field, specify the path to the mid tier report
directory.
16 Click OK.
In the Properties window, click the Sharing tab. Then, click the Permissions button, and select Everyone (Full Control).
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On IIS, if you are running the IIS server on a local account, IIS has its own security, which might prevent you from creating folders in the shared directory. To work around this issue, you must run the service as a user who has permission to create folders in the shared directory.
4 Install the mid tier on another machine (Machine B), and map a drive to
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the reports reside (in the mid tier installation directory or in the ARWebReportViewer installation directory).
6 Click OK. 7 Start the Report Application Server service.
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Crystal/BO Report Engine DeploymentSpecify how you are deploying your report engine. The options are: No Report Engine (You are using AR System reports only.) Crystal Enterprise 10 BOXI/Crystal Reports Server XI on a different machine without a mid tier BOXI/Crystal Reports Server XI on a different machine with a mid tier Reporting Working DirectorySpecify a directory where the Crystal Reports Management server will look for report definition files. If this is not under the web servers root document directory, you must configure your web server with a virtual directory to point to this directory. For more information, see Configuring web server settings for Crystal reports on page 191. Crystal Enterprise 10 LocationEnter the appropriate information as discussed in the following bullets. Leave this field empty is you are not using Crystal Enterprise 10.
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For IIS web servers serving Crystal Web is IIS, specify the <host_name> of the Crystal Reports server.
http://<host_name>
If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:<port_number>
For SunONE 6.1 web servers serving Crystal Web, specify the CGI path to the Crystal Web component server as:
http://<host_name>/cgi-bin/wcscgi.exe
where <host_name> is the name of the web server machine. If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:port/cgi-bin/wcscgi.exe
BOXI/Crystal Reports Server XI LocationEnter the <host_name> of BusinessObjects Enterprise XI or Crystal Reports Server XI. Leave this field empty if you are not using either of these versions. Specify the <host_name> of the web server machine where BusinessObjects Enterprise XI or Crystal Reports Server XI is installed.
http://<host_name>
If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:<port_number>
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Installing and Administering BMC Remedy Mid Tier Figure 10-12: Report Settings page
Crystal Reports Management server will look for report definition files. If this is not under the web servers root document directory, you must configure your web server with a virtual directory to point to this directory. For more information, see Configuring web server settings for Crystal reports on page 191.
4 In the BO Central Management Server Details section, complete the
following fields: CMS Machine NameEnter the host name of the machine where the local Crystal Reports Management server resides. Do not include the port number. CMS Machine Connection DetailsSelect one of the following options: BusinessObjects Enterprise XI (Managed) Crystal Reports Server XI (Unmanaged).
5 If you selected BusinessObjects Enterprise XI, enter information for the
following fields: AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer.
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CMS Folder NameName of the folder where the Crystal reports are published. CMS User Name and CMS PasswordThe user name and password of CMS. The mid tier uses this user information to log in to the CMS and publish the reports.
6 If you selected Crystal Reports Server XI, enter information for the following
field: AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer.
To configure the mid tier and ARWebReportViewer as one application on the same machine
1 Log in to the Mid Tier Configuration Tool (http://<midtier_host>/arsys/
shared/config/config.jsp).
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Crystal/BO Report Engine DeploymentSelect one of the following options: No Report Engine (You are using AR System reports only.) Crystal Enterprise 10 BOXI/Crystal Reports Server XI on this machine BOXI/Crystal Reports Server XI on a different machine w/o a Midtier BOXI/Crystal Reports Server XI on a different machine with Midtier Reporting Working DirectorySpecify a directory where the Crystal Reports Management server will look for report definition files. If this is not under the web servers root document directory, you must configure your web server with a virtual directory to point to this directory. For more information, see Configuring web server settings for Crystal reports on page 191. Crystal Enterprise 10 LocationEnter the appropriate information as discussed in the following bullets. Leave this field empty is you are not using Crystal Enterprise 10. For IIS web servers serving Crystal Web is IIS, specify the <host_name> of the Crystal Reports server.
http://<host_name>
If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:<port_number>
For SunONE 6.1 or Apache web servers serving Crystal Web, specify the CGI path to the Crystal Web component server as:
http://<host_name>/cgi-bin/wcscgi.exe
where <host_name> is the name of the web server machine. If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:port/cgi-bin/wcscgi.exe
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BOXI/Crystal Reports Server XI LocationEnter the <host_name> of BusinessObjects Enterprise XI or Crystal Reports Server XI. Leave this field empty if you are not using either of these versions. Specify the <host_name> of the Crystal Reports Management server.
http://<host_name>
If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:<port_number>
following fields: CMS Machine NameEnter the host name of the machine where the local Crystal Reports Management server resides. Do not include the port number. CMS Machine Connection DetailsSelect one of the following options: BusinessObjects Enterprise XI (Managed) Crystal Reports Server XI (Unmanaged).
5 If you selected BusinessObjects Enterprise XI, enter information for the
following fields: AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer. CMS Folder NameName of the folder where the Crystal reports are published. CMS User Name and CMS PasswordThe user name and password of CMS. The mid tier uses this user information to log in to the CMS and publish the reports.
6 If you selected Crystal Reports Server XI, enter information for the following
field: AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer.
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Chapter
11
Reporting features in AR System enable users to create, edit, and produce professional reporting documents. The following topics are provided: Using the ReportType form (page 208) Creating report definition files (page 213) Using the ReportCreator form (page 214) Using the Report form (page 222) Running a report on the Web (page 224) Backward compatibility (page 239) Crystal Reports tips for the Web (page 240)
Note: To display Crystal reports on the Web, Crystal Enterprise is required. For more information, see the compatibility matrix at http://supportweb.remedy.com.
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2 In the Report Type field, enter a name for the supporting report engine.
You cannot use the following names as names for your report types: AR System Crystal These names are already used by the AR System and would violate a unique index that has already been defined.
3 In the Query Converter Class field, enter the name of the Java class that
converts an AR System query string into a query string format recognized in the web reporting interface. AR System uses the com.remedy.arsys.reporting.CrystalQueryConverter to implement the ReportQueryConverter interface that converts queries to the Crystal report engine. You must also use this interface when writing your own query converter for other web-based report engines. You can find the CrystalQueryConverter and queryConverter_ReadMe.txt file in the <mid_tier_install_dir>\samples directory. The queryConverter_ReadMe.txt file provides a guide for creating your own query converter class.
4 In the Query Override Capability field, select Yes or No.
Selecting Yes gives this report type permission to override a query stored in a report. A No selection denies this permission. This field also is displayed on the ReportSelection form, with the selected value.
5 For the Run Command, Edit Command, and Create Command fields, enter
the URLs that are used to connect a report to the report engine. The Run command begins processing of the selected report. The Edit and Create commands enable modifying and creating of reports on the web. The keyword portion of the URL corresponds to parameters that are passed to the web reporting environment. The following table lists allowable URL keywords that can be used to build the Run, Edit, and Create commands. These keywords listed are for reporting purposes only. They are not AR System keywords.
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The recommended Run Command is a single-line entry with no spaces. (The Edit and Create commands are no longer supported.)
Table 11-1: Run, edit, and create URL keywords and descriptions
Keyword
$ARSERVER$ $ARAUTHENTICATION$ $CRTLOC$
Description AR System server name for report data. Authentication string used by the user. Location of any version of Crystal Reports. The mid tier searches for version 10 first. If it does not find it, it searches for BusinessObjects Enterprise XI. This path is stored on the Report Settings page of the BMC Remedy Mid Tier Configuration Tool.
$CRTXILOC$
Location of BusinessObjects Enterprise XI. This path is stored on the Report Settings page of the BMC Remedy Mid Tier Configuration Tool.
User name. Users password. Application that the form belongs to. HTML charset encoding. Operations (Run, Edit, Create). Form the report is being run against. Name of the server where the form is located. Name of the report. Report location relative to the base directory for reports as indicated in the BMC Remedy Mid Tier Configuration Tool. The report on the web server. An absolute pointer to where the report file is found. Query string. Query override. View that the report is being run against. Extension to view. Crystal Web server. This is usually the same as the BMC Remedy Mid Tier server web host.
Installing and Administering BMC Remedy Mid Tier Table 11-1: Run, edit, and create URL keywords and descriptions
Keyword
$CRTPORT$ $CRTVWR$ $LOC$ $TIMEZONE$ $LANGUAGE$ $COUNTRY$ $UPRPTSVR$ $RPTCHARSET$ $RPTDEST$
Description Crystal Web server port. Crystal report viewer. Locale used for generating locale-specific prompts, labels, and formatting data. Time zone to use for generating date and time strings; for example, PST. Language to use for formatting data. Country where the language is spoken. AR System server that is specified in the user preferences as the Report Server. The character set to be applied to the report. The selected destination for the report; for example, File or Screen.
The following entries are recommended for the Run Command, Edit Command, and Create Command fields for the AR System and Crystal report types. The recommended entries for AR System and Crystal report types are loaded automatically during AR System installation. Native AR System Reports Report TypeAR System By default, the Report Type is AR System, but you can enter any name. Query Converter Class<leave blank> Query Override CapabilityYes Run Command/servlet/ NativeReportServlet?O=$RPTOP$&U=$USR$&P=$PWD$&Q=$RPTQUERY$&Q R=$RPTQOVR$&S=$RPTSVR$&F=$RPTFORM$&VW=$RPTVIEW$&VWEXT=$RPTVI EWEXT$&APP=$RPTAPP$&R=$RPTNAME$&RF=$RPTFILE$&LOC=$LOC$&TZ=$T IMEZONE$&LNG=$LANGUAGE$&CTRY=$COUNTRY$&enc=$RPTENC$&RPTCHARS ET=USESERVER&RPTDEST=FILE Edit Command<leave blank> Create Command<leave blank>
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Crystal Reports Report TypeCrystal By default, the Report Type is Crystal, but you can enter any name. Query Converter Class
com.remedy.arsys.reporting.CrystalQueryConverter
The $RPTLOC$ parameter refers to a report file location relative to the directory specified as the Reporting Working Directory in the Mid Tier Configuration Tool. See Configuring the mid tier for Crystal reports on page 200 for information about configuration tool options. If the directory specified in the Mid Tier Configuration Tool is not the web servers document root, you must include the web servers path to the configured directory before the $RPTLOC$. In this example, arreports is a virtual directory configured on the web server to point to the parent of $RPTLOC$. Edit Command<leave blank> Create Command<leave blank>
AR System reports
You can create AR System reports on the Web using the ReportCreator form. Reports created using the ReportCeator form automatically create an entry to the Report form when submitted. For information about creating and editing AR System reports using BMC Remedy User reporting tools, see BMC Remedy User help.
Crystal reports
Crystal reports are created using the Crystal Report Designer application, which is a Windows application that BusinessObjects sells separately. Report definition files created using the Crystal Report Designer application are saved with the file extension .rpt. Once saved, the definition files can then be made available for web reporting with an entry to the Report form. Additional Crystal Web-related settings that might need to be configured depending on the web server installed. See Configuring web server settings for Crystal reports on page 191 for more information.
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Important: To prevent user names and passwords from being embedded in data from Crystal Reports 10, modify your System DSNs to remove the user name and password. For more information, see Establishing a system data source name (DSN) for Crystal reports on page 240 and ODBC driver configuration for Crystal reports on page 241.
Additionally, when saving, select the Save Without Data option and deselect the Report Refresh on Open option to prevent the original data from being displayed each time a report is displayed.
Note: If you run a report from the Web that contains a subreport, Crystal Enterprise 10 prompts you for user credentials for the subreport.
If form fields are modified, especially fields on which a Crystal report is reporting, then you must update the Crystal report; otherwise, you will receive the following error message: Error detected by database DLL. [On Report Server: <server_name>].
If the report is up-to-date, a message appears to notify you. If it is not up-todate, a message appears stating, The database file <file_name> has changed. Proceed to fix up the report?
3 Click Yes. 4 Map your report fields to the updated report. 5 Save the report and reattach it to the corresponding entry in the Report form.
When users open the ReportCreator form to create or edit reports, the Form Name field is filled automatically only if no aliases are specified for the form that opens the Report Selection window. The data dictionary menu attached to the Form Name field displays Plural request aliases of forms (or form names if there are no aliases). As workflow has no access to the Plural request alias, the Form Name field cannot be populated. The following figure displays the ReportCreator form with sample entries for creating a report definition file for a report called Sample: ClassList.
Figure 11-2: ReportCreator form
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In the Create Report section of the ReportSelection form, select AR System from the Create Type list, and then click Create. Enter the following URL:
http://<host_name>/arsys/forms/<server_name>/ReportCreator
The arsys within the URL assumes that you used the installer-supplied Web Application context path of /arsys/ in ServletExec JSP Engine. If you used a different context path, change arsys to the name you specified. The ReportCreator form opens in New mode.
2 In the Report Name field, enter a unique, locale-specific name for the report;
for the format of the report: RecordDisplays each field of the request on a separate line. ColumnDisplays each field as a column heading, and displays information from each request in a separate row. CompressedCompresses the information with commas, white space, or any other specified character between the columns. On the Web, the compressed format is viewed in a column format.
4 In the Server name field, enter the name of the server where the form being
reported on is located.
5 In the Locale field, enter the locale of the report in the following format:
<language_country>
For a list of standard choices for this field, open the Manage Views dialog box in BMC Remedy Administrator. Only the language portion should be entered, allowing for all country variations of a language. For example, an entry of fr would include all country variations of French.
6 In the Form Name field, click the menu button to select the form from which
The Report Set field is used to identify locale variants of the same report. The combination of Report Set and Locale must be unique.
8 Update each of the ReportCreator form tabs as described in the following
sections. Entries that are specific to Windows reports are identified in each of the tabs. Those settings are ignored for Web reports.
Fields tab
In the Fields tab, define the fields on the form from which data is being reported to be included in the report.
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Sorting tab
In the Sorting tab, select fields to sort on and set the sort order and grouping for each field for the report. You can select up to five fields for sorting.
Statistics tab
In the Statistics tab, define expressions that will calculate statistics for the requests contained in the report. Use the Statistics tab to specify what type of statistics to include.
CountTallies the number of requests. SumAdds up specified fields or the arithmetic relationship among fields. AverageCalculates the average of specified fields. MinimumCalculates the minimum value for a specified field. MaximumCalculates the maximum value for a specified field. Except for Count, these operations can be applied only to numeric and date/ time fields. Each operation can apply to the whole report, or to a group of requests in a report. Groups are defined in the Sorting tab.
2 From the Expression field, select a field from the menu list to include as part
of a statistic. An expression is required for all statistical operations except Count. Whether you include an expression for a Count operation depends on how you want rows with null values to be counted.
If you are defining a Count operation that includes an expression, only rows with a value that is not null for the specified expression are counted when the report is run. If you are defining a Count operation that does not include an expression, all rows returned are counted, including those with null values. The menu list displays all numeric or date fields in the form. Expressions can include any of the following values: Numeric fields Date fields Status history fields Keywords The most commonly used keywords are $DATE$, $NULL$, $TIME$, $TIMESTAMP$, $USER$, and $WEEKDAY$. Keywords are case-sensitive and must be entered in all capital letters. For a complete list of AR System keywords, see the Workflow Objects guide.
Note: For reports to run properly on the Web, you must add a backslash to the keyword in the Expression field, for example, $\TIMESTAMP$.
Numbers You can type numbers directly into the Expression field, for example, 5.25, 33, and so on. Arithmetic operators (+, -, *, /, and %) You can type arithmetic operators directly into the Expression field, similar to the way they are entered in the advanced search bar.
3 In the Label field, type the label to identify a statistic on the report.
You can use text, keywords, or field values, and enter as many as 128 characters. To use keywords for the Label field, click the menu list and select the appropriate keyword. Include one of the following results formats:
%* % %#% %:%
Default format Numerical format (total number of seconds) Time format (hh:mm:ss; hours, minutes, and seconds)
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4 On the report, the statistic will appear inside the label. For example, a label
created as Statistical result is %#% days will appear on the report as Statistical result is 123 days. You can also include any of the following control characters in a label field:
\b \n \t \\ \<nnn>
You can determine whether a statistic is calculated for the entire report, or for defined groups within the report by selecting the appropriate setting in the Compute On field. ReportCalculates the statistic for all entries in the report. The statistic appears at the end of the report. <Group level>Calculates a statistic for groups defined in the Sorting tab. The statistic appears below each group.
6 In the Layout field, for the Windows platform only, specify how you want the
results to be displayed in the report by choosing one of the following options: SingleDisplays all the statistical results on one line. MultipleDisplays each statistical result on its own line. ColumnDisplays the result for each value at the bottom of the column of the field specified in the Expression field. Column is valid only for a column-formatted report. The Layout field setting works with the Compute On setting to determine where a statistic appears on a report.
2 Enter text in the Header field. The header appears at the top of every page. 3 Enter text in the Footer field. The footer appears at the bottom of every page.
To use keywords for the Title, Header, and Footer fields, click the menu list and select the appropriate keyword. The data in the Title, Header, and Footer fields must be a single line. Embedded carriage returns are not allowed.
Qualification tab
In the Qualification tab, specify which records to include in a report. If a report is run from a results list, any qualifications defined in this tab are ignored. For information about building qualifications, see the Workflow Objects guide.
Description tab
In the Description tab, enter a description of the report. This field provides a helpful summary to your users.
Permissions tab
In the Permissions tab, use the Assignee Groups field to define who has access to a report. If the server is configured to allow multiple groups in the Assignee Group field, then this field will allow multiple groups to be specified, separating each group with a single space. If the server is not configured to allow multiple groups, then only one group can be specified in this field. Leaving the Assignee Groups field blank allows only the submitter to view the report. Specifying Public allows anyone to view the report.
Administration tab
In the Administration tab of the Report Creator form, enter the user name of the person who is creating the report, and define the status of the report. The fields on this tab are required.
1 In the Submitter field, enter the name of the user creating the report. 2 In the Status field, select one of the following options:
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InactiveIndicates a submission that is no longer active. PendingIndicates a submission that is being reviewed. If Inactive or Pending is selected, the report will not appear for selection in the ReportSelection form, unless the current user is the submitter of the report.
Any file created in BMC Remedy User will be incompatible because it does not support Unicode. Instead, use the ReportCreator form to create reports on a Unicode server.
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3 Select the entry you want to delete from the results list. 4 Click Delete.
Note: To make a report unavailable without deleting it, select Inactive in the Status field on the Report form for the report entry. You can make the report available again later by changing the status back to Active.
Note: The arsys within the URL assumes that you used the installer-supplied Web Application context path of /arsys/ in ServletExec . If you used a different context path, change arsys to the name you specified.
When accessing the ReportSelection form directly with a URL, an additional field called Form Server appears on the ReportSelection form. The Form Server field indicates the server on which the data form is located for the selected report. A user can enter the server name manually into the Form Server field. If the field is left empty, the server where the ReportSelecion form resides will be used to locate the selected data form. Figure 11-4 on page 225 displays the ReportSelection Form with two reports listed, and the Sample:ClassRoster report highlighted for selection.
Figure 11-4: ReportSelection form
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The following table describes the buttons and options on the ReportSelection form and their functions in web reporting.
Buttons and Options Preferences Function A menu that enables you to modify the column settings in the table field. Options include the following: Add Column: Displays a list of available columns that can be added to the table. The list includes only those columns made visible by the administrator, and which have a width of zero (previously hidden by the user).
Note: If a table is set to AutoFit Columns, the width of all
columns will be adjusted so that they will fit into the table. As a result, when a column that was previously removed is added back to the table, its width might not be the same as the administrator-defined width. Remove Column: Displays a list of columns that the user can remove from the table. This list includes only columns that the administrator has made visible, and whose width is greater than zero. Reset: Restores the column width, column order, visibility, and sort order to their administrator-defined default values. Save: Saves the settings to the users preference server, making them available from a centralized location for future logins. If the user is not logged into a preference server, this option is disabled. Refresh Updates the list of available reports in the report selection table. The table displays only reports that the user who is currently logged in has permission to use. If the user arrives at the ReportSelection form from a table or results list field, then only the reports associated with the form from which the table or results list field is displaying data will be available for selection. A users access permission determines which reports they see. If the user arrives at the ReportSelection form directly by way of a URL, then all reports available on the server, and that the user has permission to access, are displayed. Edit Opens the ReportCreator form, allowing the user to edit the selected AR System report definition file.
Function Indicates where the form is located for the selected report. This field only appears when accessing the ReportSelection form directly from a URL. For more information, see Accessing the ReportSelection form directly through a browser on page 224. The report engine that supports creating reports on the Web. AR System is the only option available for Web reporting. Opens the ReportCreator form, from which a new report definition file can be created. The output format for the report. Options are Screen (for displaying the report on the screen), File (for exporting the report as a file), or Printer (for printing the report). Whether to grant permission to override the query stored in a report with a query from a table or results list. Options are Yes (grant permission) or No (denies permission).
Note: By default, the Query Override Capability field is hidden
on the ReportSelection form and appears only when you select a report whose type has Query Override Capability set to Yes. By default, the AR System and Crystal report types set this field to No, since these report types do not implement this feature. The Query Override Capability field should be set to Yes only for user-defined report types. Report Format The format in which you want to run the report. Options are AR Report, CSV, ARX, and XML. When you select a report, this field is filled in with the value from the report definition file. The character set to be used when creating this report. Character encoding is especially useful when exporting data to external programs that support Unicode, such as Microsoft Excel. You can choose a character set from the menu, or choose Use Server to apply the character encoding used by the server. Character encoding is supported on the Web for .csv, .arx, and .xml report formats only. Run Close Runs the selected report by displaying it on the screen or saving it to a file. Closes the window in which the ReportSelection form is displayed.
Character Encoding
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You cannot have more than one results list field on a single form, but you can have multiple table fields on a single form. Figure 11-5 on page 230 shows a form containing a table field defined to hold data from another form.
The ReportSelection form opens in a new browser window, and lists the available reports.
5 Select a report. 6 In the Run Report section, select the following options:
DestinationSelect Screen to display the report on the screen, or File to export the report data to a file. Query OverrideAccept the default selection of Yes, or select No to deny permission to override the query stored with the report. Report FormatSelect the report format. For more information, see File types on page 233. Character Encoding (.arx, .xml, and .csv formats only)Select the character encoding to use for this report, or select useserver to apply the character encoding used by the server.
7 Click Run.
If you selected Screen as the destination, the report is displayed in a separate browser window in the selected format.
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BMC Remedy Action Request System 7.0 Figure 11-5: Report in .arx format displayed in a browser window
Note: Reports in Record, Compressed, and Column format are displayed in HTML format.
If you selected File, you will be prompted for a file name and destination.
This causes a new window to open for each report generated. Select Current to use the existing open window from where the active link is initiated.
d From the Server Name list, select a server.
This is the name of the AR System server on which the form being reported on is located.
e From the Form Name list, select a form.
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3 Create the following entries in the Qualification tab: a Enter a query string determining which entries from the form to include
in the report. If you want to get this string from a local field, you must use the EXTERNAL keyword, for example, EXTERNAL($QueryStringField$). If this string and the Entry IDs string are both left empty, all entries in the form being reported on are included in the report.
b In the If No Requests Match box, select Do Not Show Any Message. 4 Create the following entries in the Report Information tab: a In the Report Type field, select a report type from the menu.
The menus data is read from the ReportType form on the AR System server being used for the Open Window action.
b In the Name field, enter the name of the report as stored in the Report
form. This is the report name in the Report form, not the file name of the attachment.
c For the Destination field, select Screen or File from the menu. d For the Operation field, select one of the following menu items:
CreateUsed to create a new report definition file. EditUsed to edit an existing report definition file. RunUsed to run a report.
Note: If you select Crystal Report in the Report Type field, then Edit and Create are not valid options for the Operation field.
e In the Location field, select Reporting Form from the menu. f In the Entry ID field, enter a comma-separated list of entry IDs from the
form being reported on. Only these entries are displayed in the report. If this string is filled and contains fewer than 256 entry IDs, it overrides the Qualification String. Otherwise, the Qualification String takes precedence. If both are left empty, all entries in the form are included in the report.
g For the Query Override field menu, select Yes or No from the menu.
Some report engines allow the Qualification String (or Entry IDs) to override a query that might be stored as part of the report definition. This value specifies whether the report engine should do so.
h In the Character Encoding field, select the character set to be used for the
report, or select Use Server to apply the same character set encoding used by the server.
5 Click Add Action. 6 Save the active link and close the window.
Note: Check the Advanced check box at the bottom of the active link window to select local field values from a menu for each attribute. For more information about how to create an active link, see the Workflow Objects guide.
button field where you want to attach the Open Window active link created in the preceding procedure. For more information about active links and attaching them to button fields, see the Workflow Objects guide.
2 Choose File > Save. 3 Open the form in a browser, and click the button field that contains the Open
File types
The file type you choose for exporting will depend on the original data source and how you will use the data. File types are explained in the following sections.
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AR Export
AR Export (.arx) is the default file type, and yields the cleanest results when data is exported and imported within AR System. The AR Export format is designed to properly format data that you will import into an AR System form using BMC Remedy Import.
Note: When an attachment is exported in AR Export format from the Web, a .zip file is created that includes the .arx file and the attachments.
In BMC Remedy User, an attachment directory is created in the same directory as the *.arx file, and named with the file name and an integer time stamp (for example, <filename>_917732184). The *.arx file contains the directory name and the names of the attachment files in it. If duplicate names exist, characters are added to the attachment names to create unique file names.
AR System XML
AR XML (.xml) is a BMC Remedy XML standard derived from the W3C XForm standard, and it contains several elements that are required for AR System use. If you plan to import XML data into an AR System form using BMC Remedy Import, your data must conform to the AR XML data specification. Data exported to the AR XML file type conforms to this specification. You can also convert XML data obtained outside AR System to the AR XML standard. Conversely, you can export AR XML data, parse it with any tool that parses documents that conform to the XForm specification, and use the data outside AR System. For information about XForms, see the W3C website. Attachments are handled in the same manner as in the .arx file type.
Note: When you export AR System data from Crystal Reports to HTML 3.2, HTML 4.0, or XML, your default export directory depends on whether your computer is connected to a network. If your computer is connected to a network, and your login profile has a temporary directory setting under Windows, your default export directory will be %USERPROFILE%\LocalSettings\Temp. If your computer is not connected to a network your export will default to whatever temporary directory is set in your Windows environment settings, for example, C:\Temp or C:\Windows\Temp.
Comma-separated values
You can use the comma-separated values (.csv) format if you plan to use the report data in other applications, such as Crystal Enterprise or in spreadsheets. For example, if you want to use the report data in a Microsoft Excel spreadsheet, export it as a .csv file, open Excel, and import the data into the Excel file.
Note: You cannot export the content of an attachment with a .csv file. If you export a .csv file with an attachment, only the file name of the attachment is exported.
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4 In the Report Format field, select the format in which you want to export the
A dialog box appears with the default file name Report.<file_type>, where <file_type> is the extension for the file type you selected in step 4.
Figure 11-6: Selecting a report file name
6 In the Report File Name field, replace the default name Report with a file
name under which you want to export the report; for example, MyDocuments. The file name will then be (for example) MyDocuments.csv.If you want to use a different file format for this report, change the extension also. For example, to export as an .arx file instead of a .csv file, change the extension from .csv to .arx.
Note: In BMC Remedy User, you must enter a fully qualified path name that includes the name you want for the report; for example,
c:\temp\MyReport.csv.
7 Click OK.
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For .arx and .xml formats, a new browser window opens and displays the selected report. For .csv, Record, Column, and Compressed formats, the File Download dialog box appears. Click Open to display the report.
5 Print the report using the browsers Print button or File > Print menu
option.
Figure 11-7: Report in XML format (partial view), displayed in browser
Backward compatibility
Macros stopped being supported in the AR System 5.x release. You can view reports created using run macro report actions with releases prior to AR System 5.x in BMC Remedy User, or on the Web, by converting them to an equivalent active link.
it on a form.
3 Create an entry in the AR System Message Catalog.
See Printing a report from the web for details on converting run macro report actions to equivalent active links, and attaching them to a workflow trigger.
Backward compatibility
239
For details on the AR System Message Catalog entry required for localized reports embedded in an active link, see the Form and Application Objects guide.
Important: Crystal Designer and Crystal Reports use the user name and password in the System DSN to log in to AR System. When you create reports in Crystal Designer, you use a System DSN complete with a user name and a password. If Crystal Designer requests user information, do not provide it. The information in the System DSN should be sufficient. If not, provide the required information in the System DSN, not in Crystal Designer. Do not use a User DSN when you create or run Crystal Reports. Before you run any reports, however, modify your System DSN to remove the user name and password. This causes Crystal Reports to use the user name and password of the user currently logged in. Failure to remove the user name and password from the System DSN might give you unexpected results when you run your report.
Important: Be sure to click the System DSN tab, not the User DSN tab. Never use the User registered version of the ODBC driver to create reports.
241
BMC Remedy Action Request System 7.0 Figure 11-8: ODBC Data Sources Administrator dialog box
Installing and Administering BMC Remedy Mid Tier Figure 11-10: ODBC Setup dialog box
6 Specify the server name and user name to connect to the database.
This will confirm that the ODBC driver translates special characters such as colons, spaces, and so on, into underscores.
8 Select the Use Labels check box to use field labels based on the locale you
If the Verify On First Refresh option is selected, you must match the Use Labels option when you create the report and at runtime. For example, if you select the Use Labels option when you create the report, you must also select it when you run the report. Conversely, if you unselect the Use Labels option when you create the report, you must also unselect it when you run the report
9 In the Report Locale field, enter the locale for the language in which you want
243
Note: If you have installed two localized views (for example, German and French), and you are using the German localized view and the report locale setting is set to the French locale, the data returned will be in French, though the static report text will be in German.
For reports displayed by BMC Remedy User, you do not need to specify a value in the Report Locale field. BMC Remedy User supplies the correct value.
10 Click OK to save the settings.
Installing and Administering BMC Remedy Mid Tier Figure 11-11: Qualification bar in Open Window active link
selected.
2 Select Show guidelines in design and Show guidelines in preview options
245
3 Click on the top and left page margins to make vertical or horizontal lines
way the column headings and the column content can be left aligned as well as top aligned.
Note: Guidelines are displayed only in the design mode and not when the report is actually viewed.
Figure 11-12: Guidelines in Crystal Reports Designer
Appendix
247
would.
2 Remember where you installed the Web Content and the
crystalreportviewers directories. You will need this information later when you create the magnus.conf file for the Crystal Web Connector (see
page 249).
248 Appendix AInstalling and configuring Crystal Web Connector on UNIX platforms
them as follows:
a Rename webconn~1.sh to webcon_install.sh. b Rename licens~1 to licensetext. c Rename webconn~1.gz to webconn_install.tar.gz. 2 Run the webcon_install.sh Web Connector install script.
You will now copy parts of the following files to related files under the <iPlanet_installation>/config directory:
Mime.type.conf to mime.types (step 4) obj.conf to magnus.conf (step 5) obj.conf to obj.conf (step 6)
4 Copy the contents of the Mime.type.conf file to the mime.types file (located
5 For initialization, copy the following two lines from the obj.conf file to the
magnus.conf file:
Init fn="load-modules" funcs=req_handler,req_init shlib="<connecter_install_directory>/crystal/enterprise/ solaris_sparc/wcs/lib/libnsapi.so" Init fn="req_init" WCSHosts="<hostname>.<your_domain>.COM" ClientPool="5" ConnectorTimeou t="600000" WCSPathMap="/crystal;.rpt; <Crystal_Enterprise_install_directory>/Web Content/,/crystal;.cwr; <Crystal_Enterprise_install_directory>/Web Content/,/crystal;.csp; <Crystal_Enterprise_install_directory>/Web Content/,/crystal;.cri; <Crystal_Enterprise_install_directory>/Web Content/,/ crystalreportviewers;.csp; <Crystalreportviewer_install_directory>/ 2.0/crystalreportviewers/"
249
You must substitute the locations of the two Web Contents and the Crystalreportviewers directories from your Windows system. The default locations are: Crystal Reports Server 10 default location: C:\Program Files\Crystal
Decisions\Web Content
6 Copy the following the contents of the obj.conf file to the obj.conf file:
# Add to NameTrans part; /usr/webconn/.. is webconnecter installed dir. NameTrans fn=pfx2dir from=/crystal dir="<connecter_install_directory>/crystal/webcontent" NameTrans fn=pfx2dir from=/viewer dir="<connecter_install_directory>/ crystal/viewers" NameTrans fn=pfx2dir from=/crystalreportviewers dir="<connecter_install_directory>/crystal/viewers" # Add following to obj.conf in Object session <Object> ... ObjectType fn=force-type type=text/plain Service fn="req_handler" method="(GET|POST)" type="magnus-internal/ rpt" Service fn="req_handler" method="(GET|POST)" type="magnus-internal/ csp" Service fn="req_handler" method="(GET|POST)" type="magnus-internal/ cri" Service fn="req_handler" method="(GET|POST)" type="magnus-internal/ cwr" </Object> # Add following to the end of obj.conf <Object ppath="<connecter installed>/crystal/viewers/*.exe"> ObjectType fn=force-type type="application/octet-stream" Service fn="send-file" </Object>
250 Appendix AInstalling and configuring Crystal Web Connector on UNIX platforms
For example:
./configure --prefix=/usr/samba
251
The samba user name must end with a dollar sign ($) sign. For example, your entry should look similar to this in the /etc/passwd file:
samba$:x:400:400:local Samba User:/dev/null:/bin/false
5 Add the samba user to the samba password file by running the following
command:
smbpasswd -a -m <your_samba_user_name_without_the_$>
This command stores the machine account in the samba password file. To change the password, run the following command:
smbpasswd <your_samba_user_name_with_the_$>
To create the password, do not include the $ in the user name. To change the password, however, you do include the dollar sign ($) in the user name, for example:
smbpasswd -a -m samba smbpasswd samba$
6 Create a share directory (/share in the smb.conf file). a Make the directory:
mkdir /share
This share directory on the UNIX system must be fully shareable on the local network so that Windows systems can read files from the UNIX system and write files to it.
7 Modify the /etc/inetd.conf file by adding the following lines:
Netbios-ssn stream tcp nowait root /<samba installed>/bin/smbd Netbios-ns dgram udp wait root /<samba installed>/bin/nmbd
252 Appendix AInstalling and configuring Crystal Web Connector on UNIX platforms
8 Create an /etc/xinetd.d directory, then add two files to it: netbios-ssn and
netbios-ns.
9 Create the start script under /etc/init.d directory, for example, naming it
RunSamba.
10 Edit the directories in this start script to reflect your installation. The script
can then be used to manually start, stop, or restart Samba. You can also return the status of Samba. A sample start script might look like the this:
#!/bin/sh # # description: Starts and stops the Samba smbd and nmbd daemons \ # used to provide SMB network services. # Samba root directory ROOT=/usr/local/samba export ROOT # Where to find the Samba configuration file (smb.conf) SMBCONF=$ROOT/lib/smb.conf export SMBCONF # Where goes the PID file (normally the lock directory) LOCK=$ROOT/var/locks export LOCK # Needed to kill all the instances of smbd and nmbd
253
254 Appendix AInstalling and configuring Crystal Web Connector on UNIX platforms
If the stop command does not work, you can kill the two processes for Samba.
General Settings of the mid tier. The Crystal Report Location should be the web server on Windows, for example, http://<web server>:<port>). The Reporting Working Directory is the shared directory, for example, /share.
3 Map the UNIX shared directory to the Windows system where MS IIS/
255
You will use this directory to point to the shared report directory in MS IIS Manager:
a Open the Internet Services Manager (choose Start > Programs >
Administrator Tools).
b Start the wizard to create a new virtual directory named /arreports (by
example, \\sunsaver\share.
5 Add a virtual directory on your UNIX web server for the /arreports
directory.
a Enter http://<machine>:<port> to open the IPlanet Admin Console. b Select your server. c Select the Java tab. d Click the defaultclass link. e Select the Content Mgmt tab. f Click the Additional Document Directories link. g Enter the following information:
URL Prefix: /arreports Here you create the virtual directory that points to the shared report directory you created in Internet Services Manager. Map to Directory: /share Here you point to the UNIX shared directory you created on page 8.
6 Install the BMC Remedy User on the Windows machine. 7 Create a DSN account in ODBC: a Open the Control Panel. b Select Administrative Tools. c Open Data Sources (ODBC). d Click the System DSN tab.
256 Appendix AInstalling and configuring Crystal Web Connector on UNIX platforms
e Click Add. f Select AR System ODBC Driver from the list and click Finish. g Enter the data source name.
If the name is AR System ODBC Data Source, delete the User DSN entry with this name to avoid conflict. (Crystal will pick the User DSN over the System DSN if they have the same name. The web requires the System DSN.) Preferably, use a name other than AR System ODBC Data Source to avoid conflict with the User DSN entry that is created upon BMC Remedy User installation.
h Enter the name of the AR System server in the AR Server field. i Select the Replace '.' in object names option. j Select the Use Underscores option. k Select the Use Labels check box to use field labels based on the locale you
If the Verify On First Refresh option is selected, you must match the Use Labels option when you create the report and at runtime. For example, if you select the Use Labels option when you create the report, you must also select it when you run the report. Conversely, if you deselect the Use Labels option when you create the report, you must also deselect it when you run the report
l In the Report Locale field, enter the locale for the language in which you
257
For reports displayed by BMC Remedy User, you do not need to specify a value in the Report Locale field. BMC Remedy User supplies the correct value.
m Click OK. 8 Verify that Crystal Web Connector works for the Crystal examples.
You can find this information in the Crystal Web Connector documentation.
9 Run a Crystal report using the AR System.
258 Appendix AInstalling and configuring Crystal Web Connector on UNIX platforms
Index
A
Accessibility (Section 508) cursor types and form modes 148 accessibility (Section 508) accessible mode 149 features 150 images 150 preferences 148 requirements for applications 146 accessing downloaded UNIX software 34 downloaded Windows software 42 active link actions, Open Window 187, 231 ActiveX controls, in browser settings 125 adding servers to mid tier 82 Apache web server postinstallation tasks 59 preinstallation steps 21 applications accessibility 146 cascading style sheets, using with 158 saving to disk 146 support files 126 users with disabilities and 146 AR Export format 234, 237 AR System Mid Tier Object List definition file 77 description 77 display 79 enabling 78 AR System Mid Tier Object List (continued) localized views 77 opening forms and applications 79 searching 79 AR System Server settings, mid tier 80 AR System User Preference form common fields 101 setting preferences for the web 100 ARWebReportViewer 55, 186, 190 ASCII format, obtaining data 237 attachments, importing and exporting 234 authentication server 76
B
Back button 130 backward compatibility and macros 239 browser settings for scripting and ActiveX 98, 125 BusinessObjects Enterprise XI versus Crystal Enterprise 189 BusinessObjects location 88, 90 buttons Back 130 login and logout 138 Open Window action and 233
C
cache table, Mid Tier Configuration Tool 86 cache, mid tier settings 84 cascading style sheets adding to applications 158 anatomy of rule syntax 154
Index
259
cascading style sheets (continued) application list fields, using with 157 AR System and 154 browser limitations 154 customizing 158 default file locations 156 example of style sheets applied 155 field types 162 files in mid tier directory 158 font styles, changing 172 help, using with 157 hierarchy of elements 155 order of precedence 155 web applications, using with 158 changing the group ID, Linux 66 comma-separated value (.csv) format 237 compatibility, backward with macros 239 components required by mid tier 17 Configuration Tool. See Mid Tier Configuration Tool configuring changing password 58 mid tier 71 web reports and 200 Crystal Enterprise versus BusinessObjects Enterprise XI 189 Crystal Reports CrystalQueryConverter Java interface 209 Designer 213 DSN 240 location 88, 90 ODBC driver configuration 241 optimal formatting 245 queries, converting 209 ReportQueryConverter Java interface 209 restricting number of records retrieved 244 setting up configuration 200 tips for the Web 240 web reporting 191 Crystal Web Connector, installing 247 Crystal Web, component server 17 CSV, formats for exporting 235 currency types and locale 107 cursor types and form modes 148 customized login page 142
customizing data field types with styles sheets 162 font styles with style sheets 172 style sheets 158 user environment 100
D
data DSN (reporting) 240 exporting to file 233 passing to a field 136 reporting overview 186 styles, applying to field types 162 defined searches 176 definition change check interval 85 definition files AR System Mid Tier Object List 77 deleting 223 editing 222 reports and 213, 214 saving 222 deleting definitions files 223 deployable applications See also applications deploying, web applications 128 deployment .css style sheets 158 support files, modifying 126 differences in Crystal products 189 direct access URLs and web views 131 double-byte characters in URLs 135 DSN (data source name) 240
E
encoded characters 133 encoder utility for URLs 133 encoding URLs 132 entries, Report form 223 environment customizing 100 web reporting 208 examples login and logout URLs 137 style sheets applied 155
260 Index
exporting attachments 234 data from web to file 235 data to file 233 external files and .css style sheets 158 EXTERNAL keyword 232
H
header content, editing 119 help for web applications 145 hierarchy of elements in style sheets 155 home pages form action fields 123 forms, opening 128 opening forms from 128 server 76, 110 URL 128
F
field types, reporting 228 fields CSS classes 162 form action 122 passing data in URL 136 file locations, mid tier 15 files See also log files .css style sheets 158 definition 222 definition, saving 222 exporting data to 233 report 187 style sheet location 156 Flashboards data points 98 definition interval 85 flush cache 86 font styles, changing with style sheets 172 footer content, editing 119 form action fields 122 formats AR Export 234, 237 ASCII 237 comma-separated values 237 CSV, reports 235 XML 234, 237 formatting web pages 126 forms AR System Mid Tier Object List 77 Home Pages, opening from 128 Report 222 ReportCreator 214 reporting 186 ReportType 208
I
IIS web server and virtual directory 191 importing attachments 234 installation components and patches 17 overview 14 troubleshooting 64 UNIX 35 UNIX worksheet 26 Windows 43 Windows worksheet 30 internal Java, disabling 22
J
Java SDK, troubleshooting 66 Java, disabling internal 22 JAWS, configuring 147
K
keyboard shortcuts 151 keywords EXTERNAL 232 reports and 219 URL, to connect reports to engine 209
L
legacy URLs 131 limitations for browser and CSS 154 Linux, changing the group ID value 66 load balancer, Mid Tier Configuration Tool 71 loading a search 179 locale configuring 107 determining 144
Index
261
localizing report definition files in ReportCreator form 217 run macro actions (5.x) and reports 239 log categories 94 log directory 95 log files backup 95 format 95 level 95 log directory 95 log level 95 log viewer 95 mid tier 93 mid tier profiling 96 size 95 viewing 95, 96 log filter 94 logging in, web clients 137, 138 logging out, web clients 137, 138 login page, customized 142 login URLs 137 login.jsp 137 LoginServlet 137, 139 logout URLs 137 logout.jsp 137 LogoutServlet 137, 139
Mid Tier Configuration Tool (continued) reporting working directory 87, 89 settings 71 using with a load balancer 71 view logs 93 web service settings 91 mid tier object list 140
N
non-ASCII characters in URLs 135
O
Object List, mid tier 140 object list. See AR System Mid Tier Object List ODBC driver configuration for Crystal Reports 241 Open Window action, reporting 187, 231 order of precedence for styles 155
P
pages, formatting for web 126 parameters accessing forms and search results 135 including in saved searches 180 login and logout 137 running a search with 183 saving in a search 182 specifying in URLs 131 supported in AR System 131 password changing in Mid Tier Configuration Tool 97 changing mid tier configuration password 58 configuring 58 patches for mid tier 17 permissions, changing in ServletExec directory 59 pool, server connection 80 postinstallation tasks 58 predefined searches 178 preferences accessibility 148 DSN name (reporting) 240 server 75 user 100 views for the web 76 web clients 100
M
macros and backward compatibility 239 managing saved searches 179 maximum connections per server in server pool 80 Mid Tier Configuration Tool accessing 70 AR Server settings 80 cache settings 84 cache table 86 change password 97 filter log by user name 94 flush cache 86 general settings 74 Home page server 76 log categories 94 preference server 75 report settings 87
262 Index
preinstallation Apache web server 21 ServletExec 19 Sun One web server 19, 21
Q
qualifications, reporting 221 query converter class 209
ReportType form 208 required components 17 resource files 126 restricting number of records retrieved 244 results list fields and reporting 228 rules, CSS syntax 154
S
saved searches 176 saving applications to disk 146 scripting, browser controls for 125 searches, saving creating a search 177 defining a search with parameters 180 deleting a search 180 loading a search 179 managing searches 179 running a saved search 178 running a search with parameters 183 search types 176 Section 508 compliance 146 selecting views 143 server connection pool max connections per server 80 overview 80 servers adding to mid tier 82 deleting from mid tier 84 plugin 75 preference 75 properties for mid tier 83 report server 110 ServletExec changing permissions 59 changing the port number 58 installing 43, 53 registration, verifying 64 starting and stopping manually 62 Sun One, UNIX 19 troubleshooting installation 64 servlets LoginServlet 137, 139 LogoutServlet 137, 139 session timeouts 75, 144
R
recent searches 176 remote mid tier 197 Report form entries 223 report forms, overview 186 ReportCreator form 213, 214, 216 deleting definition files 223 keywords, using with web 219 localization 217 report definition files 222 reporting ARWebReportViewer 190 backward compatibility 239 definition file, creating 216 definition files 213, 214 deleting definition files 223 files 187 keywords and 219 localization in ReportCreator form 217 localized with run macro actions (5.x) 239 macros 239 optimal formatting 245 overview 186 process 187 qualifications 221 running on web 224 statistics 220 table and results list fields 228 web components 186 reporting working directory 87, 89 ReportQueryConverter Java interface for Crystal Reports 209 reports, configuring for mid tier 87 ReportSelection form 224, 226 accessing through web clients 224 URL 224
Index
263
settings Crystal Reports for web 191 shortcuts, keyboard 151 software accessing UNIX software 34 accessing Windows software 42 standard view, preference 76 statistics in reports 220 style sheets. See cascading style sheets Sun One web server disabling internal Java 22 preinstallation 19, 21 virtual directory 195 support file URLs 130 support files, modifying 126
URLs (continued) login and logout 137 Mid Tier Configuration Tool 70 passing data to a field 136 ReportCreator form 216 reports and direct access 224 ReportSelection form 224 User Preference form. See AR System User Preference form users customizing preferences 100 web 100 with disabilities 146
V
view preference, web or standard 76 ViewFormServlet 131 views options 116 selection process 143 web 131 virtual directory, IIS 191 virtual directory, Sun ONE 195 virtual options, verifying 64
T
timeouts, session 75, 144 toolbars, web 118 troubleshooting installation 64 Java SDK 66
U
uninstalling on UNIX 60 on Windows 60 ServletExec, UNIX 61 UNIX Crystal Web Connector 247 file locations 15 installation worksheet 26 uninstall, checking 62 uninstalling 60 URLs accessing forms and search results 135 direct access 131 directly accessing report form 224 double-byte and non-ASCII characters 135 encoder utility 133 encoding 132 for support files 130 Home Pages 128 keywords to connect reports to engine 209 legacy URLs 131
W
warnings font size, not increasing unless bounding box increased 173 web centralized preferences 100 logging in 137, 138 logging out 137, 138 saving application to disk 146 web applications .css style sheets 158 deploying 128 help 145 Home Page URL 128 home pages and 128 logging in 137, 138 logging out 137, 138 opening in a browser 128
264 Index
web clients order of precedence for CSS 155 ReportSelection form, accessing 224 web header and footer content, editing 119 web reporting ARWebReportViewer 190 BOXI settings 198 components 186 Crystal Report Designer, using 213 Crystal Web settings 191 keywords, using 219 running reports 224 setting up configuration 200 steps 187 web services configuring for mid tier 91 web toolbar 118 web views Crystal web settings 191 direct access URL 131 external files and 126 page properties 126 preference 76 Web-Alternate view 116 Windows file locations 15 installation worksheet 30 uninstalling 60 worksheet UNIX installation 26 Windows installation 30
X
XML formats for exporting 234, 237
Z
z-index 121
Index
265
266 Index
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