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Action Request System 5.1Installing AR System

PART NO: AR-510-IG-01



Remedy Corporation

1585 Charleston Road, Mountain View, CA 94043

Tel 650.903.5200Fax 650.903.9001

www.remedy.com

Copyright © 1991–2002 Peregrine Remedy, Inc. All rights reserved.

Information contained in this document is proprietary to Peregrine Remedy, Inc., and may be used or

disclosed only with written permission from Peregrine Remedy, Inc. This book, or any part thereof, maynot be reproduced without the prior written permission of Peregrine Remedy, Inc. This document refers to

numerous products by their trade names. In most, if not all, cases these designations are claimed as

Trademarks or Registered Trademarks by their respective companies.

Remedy, the Remedy Corporation logo and design, Action Request System, and AR System are registered

or other trademarks of Peregrine Remedy, Inc., Mountain View, CA, USA.

This document and the related software described in this manual are supplied under license ornondisclosure agreement and may be used or copied only in accordance with the terms of the agreement.

The information in this document is subject to change without notice and does not represent a

commitment on the part of Peregrine Remedy, Inc. Contact Remedy Customer Support to verify the date

of the latest version of this document.

The names of companies and individuals used in the sample database and in examples in the manuals are

fictitious and are intended to illustrate the use of the software. Any resemblance to actual companies or

individuals, whether past or present, is purely coincidental.

If you need technical support for this product, or would like to request documentation for a product for

which you are licensed, contact Remedy Customer Support by email at [email protected].

If you have comments or suggestions about this documentation, contact Information Development by

email at [email protected].

This edition applies to version 5.1 of the licensed program.

U.S. GOVERNMENT RIGHTS. Use, duplication, or disclosure by the Government is subject to PeregrineRemedy, Inc.’s commercial software license(s). If you are the U.S. government, you agree that these writtenmaterials are “commercial computer software”-related documentation licensed pursuant to the terms ofPeregrine Remedy, Inc.’s commercial computer software license(s) in accordance with 48 C.F.R. 12.212 of theFederal Acquisition Regulations and its successors and 48 C.F.R. 227.7202-1 of the DoD FAR Supplement and itssuccessors. Unpublished rights are reserved under the copyright laws of the United States.

mailto:[email protected]







Table of Contents! 3

Table of Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Obtaining System Requirements and Software . . . . . . . . . . . . . . 10

Troubleshooting the Installation . . . . . . . . . . . . . . . . . . . . 10

Action Request System Documents . . . . . . . . . . . . . . . . . . . 11

Chapter 1 Planning an AR System Installation . . . . . . . . . . . . . . . . . . . 13

Choosing a Configuration . . . . . . . . . . . . . . . . . . . . . . . 14

Sample Configurations . . . . . . . . . . . . . . . . . . . . . . . . . 16

Configuring with Minimum Requirements . . . . . . . . . . . . . . . 17

Extending Configuration to Multiple Servers . . . . . . . . . . . . . . 18

Extending Configuration to the Web. . . . . . . . . . . . . . . . . . 19

Extending Configuration to Email Access . . . . . . . . . . . . . . . . 20

Chapter 2 Choosing Server Options and Preparing the Environment . . . . . . . . . 23

Pre-Installation Steps . . . . . . . . . . . . . . . . . . . . . . . . . 24

Back Up the AR System Environment . . . . . . . . . . . . . . . . . 24

Ensure Database Version Compatibility . . . . . . . . . . . . . . . . 24

AR System Database Upgrade and Overwrite Options . . . . . . . . . . . 25Choosing Settings for a New AR System Database . . . . . . . . . . . . 25

Choosing the Upgrade or Overwrite Option. . . . . . . . . . . . . . . 26

Upgrading or Overwriting the Full Text Search Option . . . . . . . . . . 27



4" Table of Contents

Action Request System 5.1

Choosing Optional Functionality for the AR System Server. . . . . . . . . 27

Centralized Preferences . . . . . . . . . . . . . . . . . . . . . . . 28

Custom Programming . . . . . . . . . . . . . . . . . . . . . . . . 28

Email Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Localized Messages . . . . . . . . . . . . . . . . . . . . . . . . . 30

Centralized Report Processing . . . . . . . . . . . . . . . . . . . . 30

Choosing Port Number Options. . . . . . . . . . . . . . . . . . . . . 30

Registering with a Portmapper . . . . . . . . . . . . . . . . . . . . 31

Assigning Port Numbers . . . . . . . . . . . . . . . . . . . . . . . 32

Choosing a Startup Option . . . . . . . . . . . . . . . . . . . . . . . 34

Choosing a Server Name . . . . . . . . . . . . . . . . . . . . . . . . 34

Preparing to Install an AR System Server . . . . . . . . . . . . . . . . . 37

Installing on All Platforms . . . . . . . . . . . . . . . . . . . . . . 38

Installing with an Oracle Database . . . . . . . . . . . . . . . . . . . 41

Installing with an IBM DB2 Database . . . . . . . . . . . . . . . . . 49

Installing with a Microsoft SQL Server Database . . . . . . . . . . . . . 54Installing with an Informix Database . . . . . . . . . . . . . . . . . . 57

Installing with a Sybase Database . . . . . . . . . . . . . . . . . . . . 59

Chapter 3 Installing the AR System Server on UNIX . . . . . . . . . . . . . . . . 63

Installing an AR System Server on UNIX . . . . . . . . . . . . . . . . . 64

Installing on UNIX as Non-Root . . . . . . . . . . . . . . . . . . . 64

Installing the AR System Server from the Web. . . . . . . . . . . . . . 66

Running the AR System Server Installation Script . . . . . . . . . . . . 67

Restarting the Installation Process . . . . . . . . . . . . . . . . . . . . 77

Starting and Stopping the Server Manually . . . . . . . . . . . . . . . . 78

Chapter 4 Installing the AR System Server on Windows . . . . . . . . . . . . . . . 81

Installing an AR System Server on Windows . . . . . . . . . . . . . . . 82Starting and Stopping the AR System Server Manually . . . . . . . . . . . 88

Uninstalling an AR System Server . . . . . . . . . . . . . . . . . . . . 90




Installing AR System

Chapter 5 Preparing to Install the AR System Mid Tier . . . . . . . . . . . . . . . 93

Configuring a Mid Tier Machine . . . . . . . . . . . . . . . . . . . . 94

Installing the Java Server Pages Engine . . . . . . . . . . . . . . . . . 94

Preparing AR System Servers for the Mid Tier . . . . . . . . . . . . . . 95

Worksheet for Preparing to Install the AR System Mid Tier withAll Web Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Preparing to Install the AR System Mid Tier with iPlanet . . . . . . . . . 98

Worksheet for Installing the AR System Mid Tier on UNIXwith iPlanet . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Worksheet for Installing the AR System Mid Tier on Windows with iPlanet 102Disabling the iPlanet JSP, Servlet Engine and Internal Java . . . . . . . 104

Refreshing the iPlanet Web Server . . . . . . . . . . . . . . . . . . 106

Preparing to Install the AR System Mid Tier with Apache . . . . . . . . . 107

Worksheet for Installing the AR System Mid Tier on UNIX with Apache . 107

Completing the Post-Installation Task for Apache Web Server . . . . . . 109

Preparing to Install the Mid Tier with Microsoft Internet Information Server. 109

Worksheet for Installing the AR System Mid Tier on Windowswith IIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Starting and Stopping ServletExec AS 4.1.1 Manually . . . . . . . . . . . 111

Chapter 6 Installing the AR System Mid Tier on UNIX . . . . . . . . . . . . . . . 113

Installing an AR System Mid Tier on UNIX. . . . . . . . . . . . . . . . 114

Installing the Mid Tier from the Web . . . . . . . . . . . . . . . . 114Running the AR System Mid Tier Installation Script . . . . . . . . . . . . 115

Verifying the Mid Tier Installation . . . . . . . . . . . . . . . . . . . 127

Uninstalling the Mid Tier on UNIX . . . . . . . . . . . . . . . . . . . 128

Checking the Uninstall . . . . . . . . . . . . . . . . . . . . . . 129

Chapter 7 Installing the AR System Mid Tier on Windows . . . . . . . . . . . . . . 131

Installing the AR System Mid Tier on Windows . . . . . . . . . . . . . . 132

Uninstalling the Mid Tier on Windows. . . . . . . . . . . . . . . . . . 138

Verifying the Mid Tier Installation . . . . . . . . . . . . . . . . . . . 139





Chapter 8 Installing AR System Clients on Windows . . . . . . . . . . . . . . . . 141

Preparing to Install AR System Clients . . . . . . . . . . . . . . . . . . 142

User Configuration Directory. . . . . . . . . . . . . . . . . . . . 142

Default Home Directory . . . . . . . . . . . . . . . . . . . . . . 142

Required Third-Party Components . . . . . . . . . . . . . . . . . 143

AR System Administrator . . . . . . . . . . . . . . . . . . . . . 150

AR System Windows User Tool . . . . . . . . . . . . . . . . . . . 150

AR System Alert . . . . . . . . . . . . . . . . . . . . . . . . . 151

AR System Client Installation Worksheet . . . . . . . . . . . . . . . 152

Installing an AR System Client . . . . . . . . . . . . . . . . . . . . . 153

Uninstalling AR System Clients . . . . . . . . . . . . . . . . . . . . . 156

Chapter 9 Licensing AR System . . . . . . . . . . . . . . . . . . . . . . . . . 159

AR System Licensing. . . . . . . . . . . . . . . . . . . . . . . . . . 160

Obtaining License Keys . . . . . . . . . . . . . . . . . . . . . . 161

Requesting License Keys Online . . . . . . . . . . . . . . . . . . . 161Viewing AR System Licenses . . . . . . . . . . . . . . . . . . . . 164

Adding and Applying Licenses . . . . . . . . . . . . . . . . . . . 168

Transferring Server Licenses to Other Servers . . . . . . . . . . . . . 168

Mid Tier Licensing. . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Determining Current Mid Tier License Usage . . . . . . . . . . . . . 170

Obtaining License Keys for the Mid Tier . . . . . . . . . . . . . . . 171

Obtaining Preliminary Server and Mid Tier Information . . . . . . . . 171

Requesting License Keys . . . . . . . . . . . . . . . . . . . . . . 172

Adding and Applying Mid Tier Licenses . . . . . . . . . . . . . . . 174





Appendix A Locating AR System Files . . . . . . . . . . . . . . . . . . . . . . . . 179

AR System Server and Components . . . . . . . . . . . . . . . . . . . 180

AR System Mid Tier and Components . . . . . . . . . . . . . . . . . . 180

AR System Clients and Components . . . . . . . . . . . . . . . . . . . 180

AR System Files on UNIX . . . . . . . . . . . . . . . . . . . . . . . 181

UNIX AR System Server File Locations . . . . . . . . . . . . . . . . 181

UNIX AR System Mid Tier File Locations . . . . . . . . . . . . . . 182

AR System Files on Windows . . . . . . . . . . . . . . . . . . . . . . 183

Windows AR System Server File Locations . . . . . . . . . . . . . . 183

Windows AR System Mid Tier File Locations . . . . . . . . . . . . . 184

Windows AR System Client Files . . . . . . . . . . . . . . . . . . 185

Appendix B Customizing UNIX Options . . . . . . . . . . . . . . . . . . . . . . 187

Command Options to Suppress Installation Forms . . . . . . . . . . . . 188

Customizing the System Configuration . . . . . . . . . . . . . . . . . 188

ARCONFIGDIR . . . . . . . . . . . . . . . . . . . . . . . . . 189AR_SYSTEM_LICENSE_DIR. . . . . . . . . . . . . . . . . . . . 190

Language Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Specifying a Platform for Installation . . . . . . . . . . . . . . . . . . 190

Appendix C Mounting a CD-ROM on a UNIX System . . . . . . . . . . . . . . . . 191

Mounting the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . 192

Exporting the CD-ROM from a Remote Host . . . . . . . . . . . . . . . 193

Mounting the Remote CD-ROM at Your Local Host . . . . . . . . . . . . 194

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195



Preface! 9

Preface

This guide provides general information and step-by-step instructions

for installing the Action Request System® 5.1 server

(AR System® server), mid tier, clients, and optional components.

This guide is intended for administrators who will install and license

the server, mid tier, clients, and optional components.

This guide assumes that you are familiar with either UNIX or

Windows environments, database configuration, and web server

configuration.

When you have completed the steps in this guide, refer to the

Configuring AR System guide for information on how to configure the

server, and to the Developing AR System Applications: Basic guide for

information on how to create and maintain AR System applications.

Note: Read the AR System 5.1 Release Notes before you perform any ofthe steps in this chapter.



10" Preface


Obtaining System Requirements and Software

System requirements vary for server machines and client machines, and for

international environments.

You might need to upgrade your operating system (or, in the case of servers, your relational database) to be compatible with the new version ofAR System. Refer to the following documents for the most currentinformation on system requirements, including international and clientrequirements and patch requirements:

! Product compatibility matrix: http://supportweb.remedy.com! Release notes: http://supportweb.remedy.com

AR System software is available by Electronic Software Distribution (ESD),or on CD-ROM. If you purchase AR System by ESD, you will receive apassword when you make your purchase. You must have an Internetconnection and your password to download the software anddocumentation.

Contact your sales representative, or go to http://www.remedy.com for moreinformation about obtaining software.

Clients are available for Windows only, and client machines must havenetwork access to the installed AR System servers they will connect to. Thisrequires any of the network adapter cards (that support TCP/IP protocol or

Windows sockets) needed by the networking software to connect to thenetwork where the AR System server resides.

Troubleshooting the Installation

The separate installers for AR System clients each provide a log file that

captures installer activity (*_install.log) located in the TEMP directory on thehard drive where you install the AR System client. Use these files totroubleshoot your installation, if necessary.

http://supportweb.remedy.com/


http://www.remedy.com/







Action Request System Documents! 11


Action Request System Documents

Title and Part Number Description Audience Format

AR System Concepts Guide

AR-510-CG-01

Overview of AR System architecture andfeatures with in-depth examples;includes information about otherAR System products as well as acomprehensive glossary for the entireAR System documentation set.

Everyone Print andPDF

Developing AR System

Applications: Basic AR-510-DABG-01

Basic procedures for creating and

modifying an AR System application fortracking data and processes.

Administrators Print and

PDF

Developing AR System Applications: Advanced

AR-510-DAAG-01

Advanced procedures for extending andcustomizing AR System applications.

Administrators Print andPDF

Configuring AR System

AR-510-CFG-01

Server administration topics onconfiguring servers and the mid tier, and

maintaining AR System.


Optimizing and Troubleshooting AR System

AR-510-OTG-01

Server administration topics andtechnical essays related to monitoringand maintaining AR System for thepurpose of optimizing performance andtroubleshooting problems.


AR System Database Reference

GuideAR-510-DRG-01

Database administration topics and rules

related to how AR System interacts withspecific databases; includes an overviewof the data dictionary tables.


PDF

AR System Distributed ServerOption Administrator’s Guide

AR-510-DSOG-01

Server administration and procedures forimplementing a distributed AR Systemserver environment with the DistributedServer Option.

Administrators Print byspecialorder andPDF

AR System C API Reference Guide

AR-510-CAPI-01

Information about AR System data

structures, API function calls, and OLEsupport.

Administrators

andProgrammers

Print by

specialorder andPDF

AR System Java API Information about Java classes, methods,and variables that integrate withAR System.

AdministratorsandProgrammers

HTML


AR-510-IG-01

Procedures for installing and licensing

AR System.


PDF



12" Preface


AR System Email Engine Guide

AR-510-EEG-01

Procedures for installing, configuring,and using the AR System email engine.

Administrators Print byspecial

order andPDF

AR System Error Messages Guide

AR-510-EMG-01

List and expanded descriptions ofAR System error messages.

AdministratorsandProgrammers

Print byspecialorder andPDF

AR System Master Index

AR-510-MI-01

Combined index of all books. Everyone Print only

AR System Release Notes

AR-510-RN-01

New features list, compatibility lists,international issues, open and fixedissues.

Everyone Print andPDF

AR System Windows User ToolHelp

Procedures for using AR SystemWindows User Tool.

Everyone Helpmenu

AR System Import Help Procedures for using AR System Import. Administrators Help

menu

AR System Administrator Help Procedures for creating and modifyingan AR System application for trackingdata and processes.

Administrators Helpmenu

AR System Alert Help Procedures for using AR System Alert. Everyone HelpMenu

Unless otherwise noted, online documentation is available in Adobe Acrobat (PDF) format on AR Systemproduct installation CDs and/or on the Customer Support web site.

Title and Part Number Description Audience Format



Planning an AR System Installation! 13

CHAPTER

1 Planning an AR System Installation

Before you install a new AR System server or upgrade an existing

server, you should:

! Review the information on system components and server optionsin this chapter and the next.

! Refer to the following documents for the most current informationon system requirements, including international and clientrequirements:

! Product compatibility matrix: http://supportweb.remedy.com

! Release notes: http://supportweb.remedy.com

Advance planning is important because you will be prompted by the

AR System installers to choose optional components that enable

various functions. If you review the descriptions of the various

components and how they fit together, installation will proceed more

smoothly.This chapter describes system components and how they can be

configured.








14"Chapter 1—Planning an AR System Installation


Choosing a Configuration

AR System consists of server and client components that you combine to

create the types of access you want to enable. Certain components arerequired for all AR System installations, while other components areoptional. This chapter describes a configuration with required components,in which users access AR System with the AR System clients, a configurationthat allows web access, and a configuration that allows email access.

Each component, shown below, is represented by a graphic icon in thesample configurations in this chapter.

The sample configurations shown in this chapter do not represent all possiblecombinations. Configurations are also flexible; you can change yourconfiguration any time.

After you have chosen a configuration, you must prepare your database andthe machine where you will install AR System before you start the

installation. Refer to the next chapter, which contains instructions forpreparing your database and AR System server machine.

AR System server

The AR System server can be installed on UNIX or Windows. However, the clientsused for licensing and administration are available only for Windows, so aWindows client machine is required to administer and license a UNIX server.

The AR System server is a required component that manages user interaction withthe underlying database. The AR System server interacts with the database andprovides information to the user independent of the underlying database.

The AR System server installer creates an AR System database and a series of tablesthat make up a data dictionary where form, filter, escalation, and other definitionsare stored. The structure of the AR System database varies depending on theunderlying relational database.

If you are upgrading an existing AR System server installation, you can choose to

upgrade the database, which preserves existing structures and updates the databaseto be compatible with the new server. You can also choose to overwrite thedatabase, which creates a new database, and overwrites your existing structures.

Database

The database can be installed on any machine that is accessible to the AR System server.

AR System can be installed with a variety of relational databases.



Choosing a Configuration! 15


AR System mid tier

The AR System mid tier can be installed on UNIX or Windows.

The AR System mid tier is optional middleware that enables AR System access

through a web browser. The web server and mid tier can be installed on a separatemachine with network access to the AR System server machine, or all can beinstalled on the same machine.

One mid tier can permit access to multiple AR System servers.

The following supporting components must be installed on the mid tier machine:

! A supported web server

! A supported web browser (to run the AR System Configuration Tool)

A supported Java Server Pages (JSP) engine (ServletExec 4.1.1 is included with themid tier, and is the recommended JSP engine)

! Java 2 SDK v1.3 or above

The AR System Configuration Tool is installed together with the mid tier. Use thistool to define which AR System servers to permit web access to, and for, othersettings.

Client machines must have a supported web browser installed. Users needAR System permissions to submit AR System requests and search the database

through the web.AR System Administrator

AR System Administrator is installed on Windows.

This client, which you can also use to manage multiple AR System servers, isrequired to administer and configure AR System servers, and design AR Systemapplications.

AR System Import is installed together with AR System Administrator.

AR System Import is a separate component that is designed for importing datainto AR System.

AR System Windows User Tool

AR System Windows User Tool is installed on Windows.

This client serves two functions. It permits users to access the AR System fromclient machines to submit requests and search the database. AR System WindowsUser Tool also provides some administrative functions. AR System Windows UserTool and AR System Administrator both are typically installed on client machines

used by administrators.AR System Windows User Tool is required for AR System access in configurationsthat do not include the mid tier. If the mid tier is installed, AR System WindowsUser Tool is not required for user access to AR System.

Mid Tier and

Web Server

A ti R t S t 5 1





Sample Configurations

The graphics on the following pages show the required and optionalcomponents in sample configurations. These sample configurations do notdemonstrate all possibilities. AR System is flexible and adaptable, so you canmix and match components as needed.

AR System Alert

AR System Alert is installed on Windows.

AR System Alert is an optional component that informs users about AR System

transactions, such as when a ticket has been assigned to a user, when a ticket hasbeen escalated, and so on.

AR System Alert can be installed separately. Users can access alerts with AR SystemWindows User Tool, or, if the mid tier is installed and AR System Alert has beenconfigured for the web, through a web browser.

Email process

Email access to AR System servers is available for all supported platforms.

This server option enables users to search the database and submit AR System

requests using an email client.

Web browser

When the mid tier is installed, client machines must have a supported web browserfor AR System access through the web.

Email clientIf you enable email access to AR System through the mail service, client machinesmust have an email client.




Sample Configurations! 17


Configuring with Minimum Requirements

The following figure shows a minimum configuration.

The minimum requirements for an AR System configuration are:

! A database

You can install the AR System server on the same machine as the database,or on a remote machine with network access to the database.

! An AR System server

The server communicates with and allows access to the database.

! One or more AR System Administrator clients for server administration

AR System Administrator can be installed on the same machine as aWindows AR System server, or installed on a remote machine with

network access to a Windows or UNIX AR System server.

Action Request System 5 1





! One or more AR System Windows User Tool clients for administrationand user access

AR System Windows User Tool is required for some administrative tasks,

so both AR System Administrator and AR System Windows User Tool aretypically installed on client machines used by AR System administrators.

AR System Windows User Tool is required for user access in a minimumconfiguration and is often present, although not required, in otherconfigurations.

! One or more AR System Alert clients for user notification

AR System Alert is an optional tool that receives alert notifications andnotifies users proactively that an alert has arrived. It is installed on clientmachines in the same location as AR System Windows User Tool.

AR System Alert can be installed on client machines where AR SystemWindows User Tool is installed.

Extending Configuration to Multiple ServersThe following figure shows an extended configuration.

You can extend your system configuration to include two or more servers.For example, you can add another server exclusively for development, orseveral servers for production.





g y

To extend your configuration, include the following:

! One or more databases

You can add additional databases to provide unique data sets for each

server. Or you can continue with one database if you use additional serversfor scalability of that database.

! Additional AR System Servers

Each AR System server can communicate with one database. MultipleAR System servers can communicate with the same database. MultipleAR System servers can reside on the same machine, as long as they areinstalled in separate directories.

Extending Configuration to the Web

You must install the AR System mid tier and required supportingcomponents on a web server machine to allow users to access AR Systemthrough a web browser. The web server and mid tier can be installed on aseparate machine with network access to the AR System server machine, or

all can be installed on the same machine.

Client machines require a supported web browser and internet or intranetaccess to the mid tier machine to access AR System.

In addition to the required configuration, web configuration requires thefollowing:

! One or more AR System mid tiersThe AR System mid tier must reside on a web server machine. A supportedweb server, Java 2 Software Development Kit (JDK), a supported JavaServer Pages (JSP) engine, and a supported web browser are required. Asingle mid tier can access multiple AR System servers.

See the compatibility matrix for more information.

! User clients that have a supported browser installed

No installation is required on client machines. You install AR System Alertto allow access to the Alert notification. You can use your browser toaccess the alert list without installing AR System Alert, but you will notreceive a proactive notice.





y

A browser-only client configuration is suitable for environments in whichusers will access AR System through a web browser. However, you can alsoinstall AR System Windows User Tool on client machines to give users achoice of access tools.

The following figure shows a typical web configuration.

Extending Configuration to Email Access

To allow users to access AR System through an email client, you must enablethe mail service on each AR System server.

Client machines require an email client to submit AR System requests andsearch the database.

In addition to the required configuration, email configuration requires thefollowing:

! User machines that have an email client to send and receive emails

! An Email server that supports SMTP, POP3, IMAP, MBOX, and MAPI protocols accessible by the AR System server.





The following figure shows an AR System configured to allow users to accessthe system through an email client.

2 0 0 1

I I O O

I O O I

O I, O O 1 1 1

1

1

14 SEP T

ALERT

AR System User

AR System Administrator

Email client -Client

AR System server

Mail Service

Database




Choosing Server Options and Preparing the Environment! 23

CHAPTER

2 Choosing Server Options andPreparing the Environment

When you install a new AR System server or upgrade an existing

AR System server installation, the installer will prompt you for system

settings, database information, and optional component installation.

You need to prepare your operating system and database before you

start the AR System server installer. If you have an existing AR System

server, you should ensure that you understand the difference between

upgrading and overwriting an existing installation. If you will be

upgrading or overwriting an existing installation, you should back up

any data and structures you want to save before you make changes.

This chapter describes the upgrade and overwrite options, explains

how to back up existing data and structures, provides an overview of

AR System server options, and contains worksheets where you can

record information that the installer will prompt you for. The

worksheets also serve as checklists that you can use to check off

preparatory tasks as you complete them.





24"Chapter 2—Choosing Server Options and Preparing the Environment

Pre-Installation Steps

Before you start the installation, perform the following preparatory steps.

Back Up the AR System Environment

If you are installing a new AR System server, skip this section and go toEnsure Database Version Compatibility

If you are installing over an existing AR System server, you should back upthe existing AR System environment (your forms, data, and workflow)

before you make changes.

Regular backups are always a good practice, particularly when yourestructure or make major changes to the system. Backups provide you withemergency recovery protection in case of upgrade failure.

Use one of the following steps to back up your AR System environment.

Backing Up the AR System Environment

" Back up your underlying database.

Refer to your database system documentation.

" Export AR System data and server structure definitions that you want to save.

Use the runmacro (runmacro.exe) utility or AR System Windows User Tool

to export all the data in the server into AR Export (.arx) file or XML (.xml)format. Refer to the Developing AR System Applications: Advanced guide formore information.

Use the AR System Administrator export capability to export all serverobjects. Refer to the AR System Administrator online help for instructions.

Ensure Database Version Compatibility

If you are upgrading, make sure that AR System 5.1 supports the version ofthe database you are installing on. For information on supported versions, goto the compatibility matrix at: http://supportweb.remedy.com

If your database version is not supported, upgrade the database to asupported version before you continue with the installation.






AR System Database Upgrade and Overwrite Options ! 25

AR System Database Upgrade and Overwrite Options

Before you install a new AR System server or upgrade an existing AR System

server, you should understand your choices regarding the AR Systemdatabase.

The AR System server installer creates an AR System database that containsthe AR System server form and field definitions. When you create workflowand applications, this is where your data and structures are stored.

The installer will prompt you for information about this database when you

install an AR System server for the first time, and when you upgrade anexisting server.

You will be prompted for specific settings, such as whether to specify a logdevice or a rollback segment. These settings depend on the relationaldatabase you choose and are described in the installation worksheet for yourplatform and database.

General settings that apply to all databases are described in the followingsections.

Choosing Settings for a New AR System Database

When you install a new AR System server, you must name the AR Systemdatabase and define a database user. The default values are as follows:

! AR System database name: ARSystem

! AR System database user name: ARAdmin

! AR System database user password: AR#Admin#

You should assign a database name that you will use only for this databasebecause each AR System server is associated with only one AR System

database. This name is permanent, and cannot be changed, even if youupgrade the AR System server that this database was created for. AR Systemservices rely on this database name.

After you have installed the AR System server, you can change the databaseuser password using AR System Administrator.





Choosing the Upgrade or Overwrite Option

If you install an Action Request System (AR System) 5.1 server over anexisting AR System server, you will be prompted to upgrade or overwrite the

existing AR System database.

If you upgrade the AR System database, your environment (forms, data, andworkflow) is retained, and the AR System database is updated to support thenew server. If you overwrite the AR System database, a new AR Systemdatabase will be created, and your existing data and structures will be lost.

If you overwrite the AR System database, you can choose a new databasename and define a new user.

Windows only : If you upgrade an existing AR System server, you cannotchange the database name or the user who you assigned when you installedthe existing AR System server.

UNIX only: You can add another user to this database. If you create a new

user during the installation, the new user will be added to the database andthe original database user remains unchanged. The user password must be

exactly AR#Admin# during the installation, but you can change it later inAR System Administrator.

Note the following when you upgrade an existing AR System database:

! The upgrade process can vary from a few minutes to over an hour,

depending on the size of your database.! The upgrade process does not change the database to a different type.

! You must have sufficient database transaction log space before youattempt to upgrade AR System. Log space needs will depend on thedatabase definition size, number of records in the database, currentversion of the database, block size, and extent size. It might require 50 MBor more.

Whether you choose to upgrade or overwrite the AR System database, youshould back up all data and structures that you want to save before you makeany changes to the system. If you back up your information, you can restoreit later if you go back to the pre-installation state. However, you mustreinstall the original AR System server version. For more information on howto back up the environment, refer to Back Up the AR System Environment on

page 24.




Choosing Optional Functionality for the AR System Server! 27

Upgrading or Overwriting the Full Text Search Option

If you use the full text search (FTS) option with your existing AR Systemserver, you can choose to overwrite your existing indexes, or you can leave

them unchanged.

The AR System server installer prompts you to specify the FTS collectiondirectory. If you choose to install FTS into the same directory that was usedin the previous installation, your existing indexes will be overwritten and youwill need to rebuild them after installation.

If you choose a different FTS collection directory, your indexes will remainunchanged. However, the AR System server will use indexes in the directory you specify during the installation. To use your existing indexes, you willneed to move them into the new directory after installation.

Refer to the Optimizing and Troubleshooting AR System guide for instructionson moving or rebuilding indexes after installation.

Choosing Optional Functionality for the AR SystemServer

When you install an AR System server, you are prompted to choose amongseveral options that enable functionality. The primary reason that you needto plan for these functions before you install an AR System server is that you

need to install the optional components or forms that enable these functions.In addition, you might want to determine the server functionality before youinstall the mid tier or AR System clients, because the mid tier and AR Systemclient installers prompt you to identify AR System servers with specificfunctionalities.

A single AR System server is not limited to a single type of functionality. You

can choose to install any or all of the options on the same AR System server,or you do not need to install any of the options.

The information in the following sections will help you decide which optionsto install. You can then record your selections on the worksheet for yourplatform and database.





Centralized Preferences

Centralized preferences preserve a user’s preferences when that user logs into AR System from different machines, using AR System Windows User Tool

or a web browser.

Centralized preferences are stored in forms that can be installed when youinstall the AR System server. To install centralized preference forms, choosethe option in the AR System server installer when you are prompted to do so.For more information on centralized preferences, refer to theDeveloping AR System Applications: Basic guide.

When you have finished with the server installation, refer to theDeveloping AR System Applications: Advanced guide for instructions onenabling the preferences forms.

If you do not choose this option, user preferences will be stored locally fornative clients, and will be available only on the machine where thepreferences are set. Local preferences are not available for web clients.

Custom Programming

AR System includes plug-ins and corresponding application programinterfaces (APIs) that extend AR System functionality to external datasources. The plug-in service, a companion server to the AR System server,loads and runs the plug-ins upon request from the AR System server.

When you install an AR System server, you are prompted to choose whetherto install the in-house Light-Weight Directory Access Protocol (LDAP)plug-ins (AREA LDAP and ARDBC LDAP), as well as the components tocreate your own AREA and ARDBC plug-ins, and the API package.

If you do not choose to install the in-house plug-ins, you can run theinstallation program again later, choose to install only the LDAP plug-ins

and choose the Upgrade option.




Choosing Optional Functionality for the AR System Server! 29

The AR System API suite is composed of a C application program interface(API), a Java API, a plug-in API, and three APIs that use plug-ins:

! AR System External Authentication (AREA)—Accesses networkdirectory services, such as Lightweight Directory Access Protocol (LDAP).You must create and configure this plug-in. The AREA plug-in alsoenables AR System users to consolidate user authentication informationfor external applications or data sources.

Alternatively, you can use the AREA LDAP plug-in, which is part of theAR System, to access LDAP services through forms in AR SystemAdministrator (the Administrator Tool). For more information on this

ready-to-use plug-in, refer to the AR System C API Reference Guide,Configuring AR System guide, and the Developing AR System Applications:Basic guide.

! AR System Database Connectivity (ARDBC)—Accesses primarilynon-database sources of data. The ARDBC plug-in, which you accessthrough external forms, enables you to perform the following tasks onexternal data:

! Create, delete, modify, and set external data! Retrieve lists for external data

! Populate search-style character menus

Alternatively, you can use the ARDBC LDAP plug-in, which is part of theAR System, to access LDAP services through forms in the AdministratorTool. For more information on this ready-to-use plug-in, refer to the AR System C API Reference Guide, Configuring AR System guide, and theDeveloping AR System Applications: Basic guide.

! AR System Filter API—Increases the transaction speed of run processesand enables the AR System server to return to its workflow faster. Thefilter plug-in and API also apply to escalations.

Install the API if you will install the mid tier or if you require functionalitythat is not included in the AR System client tools.

If you do not install the API package when you install the AR System server, you can install the API later. To do so, perform an upgrade installation,which preserves your data and structures, and choose the API option.

For additional information on the API package, refer to the AR System C API Reference Guide.





Email Access

If users will access AR System through email, then the AR System Emailprocess must be enabled on each AR System server that users will access

through email.

Localized Messages

To run the system with messages in multiple languages, use the AR SystemMessage Catalog form to create and store localized messages.

The AR System Message Catalog form is installed with the AR System server.To create a catalog server, enable the server localization after you install theAR System server.

When you install the mid tier, you specify which AR System server to use as your Catalog server. To localize messages, specify a server with an activelocalization Configuration option. If necessary, you can change this settingafter installation. Refer to the Developing AR System Applications: Basic guide

for more information.

Centralized Report Processing

Reporting forms allow the creation and storage of both AR System nativeforms and Crystal Reports. This central repository can be accessed byworkflow on both Windows and the web. Administrators can use reporting

forms to create standard reports in all supported formats, and these formscan be shared across the environment by all users. Refer to theDeveloping AR System Applications: Advanced guide for more information.

Choosing Port Number Options

The port number identifies a program or service that runs on a particular

server. The AR System installer prompts you to choose how port numbersare handled for the AR System server and its extensions, such as the plug-inserver. The TCP port number for the AR System server and the port numberfor the plug-in server cannot be the same.

You can choose to register the AR System server and plug-in server with aportmapper, you can assign port numbers to these servers, or both.


i i i h



Choosing Port Number Options! 31

Registering with a Portmapper

A portmapper is a service that runs independently of the AR System serverand serves as a “directory” of port numbers. If a server is registered with a

portmapper, it is not necessary to specify the port number in the clientbecause the portmapper can locate the port and direct clients to theappropriate location. If a server is not registered with a portmapper, or afirewall blocks the portmapper port, the client must know and specify theport that the server is running on in order to establish a connection.

When you start the server, it will open a port to listen to. You can specify aport for the server or let the server obtain an available port dynamically. If you specify a port, the server will open with the same port every time it runs.If you do not specify a port, the port might change with every run.

Portmapper is a directory that allows clients to look up the port that a processruns on. You can choose whether the server registers the port with theportmapper. If you do not specify a port for the server, you must register withportmapper or no client will be able to connect since the client will not know

what port the server is running on at any given time. If you specify a port, youare not required to register with the portmapper.

You can choose to register a server with a portmapper and assign a portnumber as well. For example, if you register a server with a portmapper andspecify a particular port, and you do not expose the portmapper outside afirewall, clients within the firewall do not need to be configured to access the

specified port number. They can access the portmapper, which directs themto the port. Clients outside the firewall must be configured to access thespecified port number.

Note: If you install two or more AR System servers on the same machine, you can only register one server with a portmapper. You must assignTCP and plug-in port numbers to all other servers on the samemachine (and you can assign to all servers on one machine). If youconfigure two or more servers to use the portmapper, only the serverthat you started most recently will be accessible with the portmapper.

On UNIX systems, if you choose to register the AR System server with aportmapper, the server is registered with the portmapper that is includedwith the operating system.


O Wi d t th AR S t i t ll h f i ti




On Windows systems, the AR System server installer searches for an existingportmapper. If a portmapper is installed and running and you choose toregister with a portmapper, the AR System will register the server with thatportmapper. If the installer does not detect a running portmapper, then

servers will be registered with AR System Portmapper, which is included inthe server installation. AR System Portmapper can be disabled.

Note: The AR System server does not have a default port. The portmapperrandomly assigns ports and will not always assign the same port to theAR System server. To ensure that the portmapper always uses the sameport for the AR System server, specify a port during install or use the

Administrator Tool to configure the AR System server after youinstall it.

Assigning Port Numbers

You must assign a port number to any server that you want clients to accessdirectly, without the use of a portmapper. Do not assign port numbers thatconflict with port numbers used by other applications or other programsrunning on your system. To find out which port numbers are already in use,

use the rpcinfo -p command (UNIX) or the netstat -a command (WindowsNT) at the command line prompt. If you do not check available ports, youcould assign port numbers that conflict with other applications and yourservers might not start as expected.

Port numbers within the range 1–1024 are only available for use by the

superuser, and many of these numbers are reserved. Additionally, portnumbers lower than 1024 cannot be accessed by clients earlier than version5.0. For these reasons, you should assign port numbers greater than 1024.

When you upgrade an AR System server, use the port numbers that you usedpreviously so that you remain compatible with previous server versions.


You can enter your selections on the worksheet for your platform so that the



Choosing Port Number Options! 33

You can enter your selections on the worksheet for your platform so that theinformation will be available when you run the AR System server installer.The following figure shows the Enter Server Port Number screen.

Figure 2-1: Entering a Server Port Number

To assign port numbers, select this box

and enter the port numbers in the fields.

The two port numbers cannot be the same.

Use port numbers greater than 1024.

If you choose Yes, this server will be registered with aportmapper. Users do not need to specify the port when

they log in to the server. You can also enter port

numbers in the fields if you choose Yes. If you choose

No, you must enter port numbers.


The following shows the portmapper selection section of the installation




The following shows the portmapper selection section of the installationscript with explanations and instructions for each question.

Choosing a Startup Option

The AR System server runs as a service, and can be restarted automatically onreboot. The AR System server installer will prompt you to choose whether tostart the service automatically (Windows) or whether to place the service ina system startup file (UNIX). You will need to decide how you will start the

service before you install the server.

Choosing a Server Name

Each AR System server must have a unique name that clients can resolve intoan IP address. If clients cannot resolve the name into an IP address, then theywill not communicate correctly with the server.

Do you want to register this AR System server with a portmapper? [y]

If you choose yes [y], this server will be registered with a portmapper, and usersdo not need to know the server port to log in to the server. If two or moreAR System servers are installed on the same machine, only one server can registerwith a portmapper.

If you choose no [n], you must assign two port numbers for this server; one for theAR System server and one for the plug-in server.

Do you want to run this AR System server on a specific port? [n]If you answered yes [y] to the previous prompt to register this server with a

portmapper, you can choose no [n] here. If you choose no [n] here, the server will

dynamically choose an available port. You can also choose yes [y] here and assignport numbers at the following prompts.

If you answered no [n] to the previous prompt, this server will not be registered

with a portmapper, and you must answer yes [y] here. You will be prompted as

follows:What TCP port will this AR Sytem server use?

Enter a port number greater than 1024.

What plug-in port will the Report Plugins use?

Enter another port number greater than 1024. This port number cannot be thesame as the TCP port number for the server.


Individual AR System server names are required to distinguish between



Choosing a Server Name! 35

Individual AR System server names are required to distinguish betweenmultiple AR System servers on a single machine. Individual AR Systemserver names do the following:

! Ensure that the correct licenses are used

! Identify the correct AR System database for each AR System server

! Allow you to selectively stop and start server processes

The AR System server name identifies the configuration file and theservice (armonitor), associated with each AR System server.

On Windows, the first server you install on a machine appears in theWindows Services screen as AR System Server. Additional servers appearas follows: AR System Server <servername>.

On UNIX, there are two services that are listed for each AR System serverthat is running: armonitor and arserverd. To display all services that arecurrently running, issue # ps -ef | egrep ar.

The AR System services will appear as follows:

! <ar_install_dir> /bin/armonitor -s <servername>

-c <ar_home_dir>

! <ar_install_dir> /bin/arserverd -s <servername> -i <ar_install_dir> -l <ar_license_dir>

The first time that you install an AR System 5.1 server on a machine, theinstaller does not prompt you for a server name. The AR System 5.1 serveruses the host name.

When you install another server on a machine where at least one AR System5.1 server is already installed, or when you reinstall a version 5.1 server, youwill be prompted during installation to enter the AR System server name.

To install a new server on a machine where another AR System server isinstalled, you must enter a new server name. This creates a new AR Systemserver and leaves the original server unchanged. To upgrade or overwrite anexisting AR System 5.1 server, enter an existing server name. You will be

prompted during the installation to choose whether to upgrade or overwritethe installation. This replaces the existing AR System server with the newversion.


If you plan to install multiple AR System servers on a single machine, you




y p p y g , yshould create AR System server names before you install the servers. If anAR System server will be accessible over a network, the server name must bea valid DNS entry.To ensure that clients can resolve the server name, use only

alphanumeric names containing uppercase and lowercase letters a through z and numbers 0 through 9. Avoid hyphens (-), underscores (_), and other

special characters ($, for example), as these characters do not comply withDNS rules. Server names are case sensitive. The following two figures showhow to select a server name in the AR System installers.

Figure 2-2: Entering a Server Name in the Windows Installer

If you enter a name that does not appear in

the list, a new server will be installed. In

this example, there will be three separate

AR System servers on this machine when

myserveris installed.

If you choose a server from the list, the

existing server will be upgraded or

overwritten, according to your choice at the

Existing Database screen, which appears

later in the installation. In this example,

there will still be only two servers after

arsys is upgraded.




Preparing to Install an AR System Server ! 37

Preparing to Install an AR System Server

This section explains how to install an AR System server on the following:

! All platforms—This subsection explains the steps common to allinstallations.

!

Oracle database! IBM DB2 database

! Microsoft SQL Server database

! Informix database

! Sybase database

To install a new AR System server, enter the new server name.

To upgrade or overwrite an existing AR System server, please enter the

name of the AR System server from the list: <Enter the server name here>

-------------------------------------------------------------------------------------------------

server2

server1

In this example, two AR System servers, server1 and server2, are installed

on this machine. The most recently installed server is listed at the top.If you enter another name, server3, for example, a new AR System server

named server3 will be installed.

If you enter server1 at this prompt, and then choose the upgrade option

when you are prompted, you will be upgrading server1. The existing

AR System database for server1 will be upgraded to support the new server.


Installing on All Platforms




g

Some preparatory tasks must be completed for all AR System serverinstallations. The common tasks are included in the following worksheet.

After you have completed the tasks in this worksheet, complete theworksheet for your database and platform.

Worksheet for All Platforms and Databases

Copy this worksheet and complete it for each system where you will installAR System.

Review the AR System 5.1 Release Notes

on the Customer Support website:http://supportweb.remedy.com

Prepare the system and environment

1 Refer to the compatibility matrix to verify system requirements:http://supportweb.remedy.com

2 Skip this step if you are installing a new AR System server.

Save your AR System environment before making changes to yourconfiguration.

Refer to Back Up the AR System Environment on page 24 for instructions.

3 Refer to Ensure Database Version Compatibility on page 24 if the relationaldatabase is not installed. Install the database.

If the relational database is already installed, back up the database that the

AR System server will connect to. Refer to Back Up the AR SystemEnvironment on page 24 for more information.

Refer to Ensure Database Version Compatibility on page 24 to check versioncompatibility.

4 Complete this step only if you are installing a new AR System server on amachine where one or more AR System servers are already installed.

Create an entry for the server. If the server will be accessible over a network,

this must be a valid DNS entry. Refer to Choosing a Server Name on page 34 for information.

When you have created the entry, record the server name.

AR System server name: ________________________________________


5 Complete this step only if you will configure this AR System server for email








access.

Prepare the system for AR System Email installation.

!

Ensure that the AR System mail server has access to your POP3, SMTP,MAP, MBOX, or IMAP mail service.

! Ensure that JDK 1.4 is installed on the AR System mail server system.

6 Create an email address for the AR System email process to use to send andreceive email.

Typically, the email address is established on the AR System server machine.To establish the email address on a remote machine with network access to

the AR System server, add an entry for the email address to the /etc/aliases file. A sample entry for the default address might be as follows:

ARSystem:/usr/spool/mail/ARSystem

For all other nodes in the network, make any changes that are required toforward email for the email process to the AR System email address.

If you are using NIS services, follow the rules for updating files under NIS.

AR System email address:_______________________________________

Refer to the Email Engine Guide when you install the AR System server withthe email server option.

Record information to enter at the installer prompt.

7 Determine how TCP port numbers will be assigned and record port

information.Refer to Choosing Port Number Options on page 30 before making yourselection.

Register with a portmapper? Circle one: Yes No

Assign ports numbers? Circle one: Yes No

TCP Port number: _____________________________________________

Plug-in port number: ___________________________________________


8 Choose the optional components to install.




__ API

Refer to Custom Programming on page 28 for information.

__ SamplesThis option installs a sample application that demonstrates many AR Systemfunctions and features.

__ LDAP plug-ins

This option installs the LDAP plug-ins that allow you to connect to LDAPservices without having to create your own LDAP plug-ins.

__ Centralized PreferencesRefer to Centralized Preferences on page 28 for information.

9 Record the installation directory for the AR System server you are installing.

The location must have adequate disk space and RAM, and be accessible toclients through a network. The installer assumes that you are connecting tothe local machine where you are installing the AR System server.

AR System server installation directory:_______________________________

The default is: \Program Files\AR System (Windows) or

/usr/ar/<server_name> (UNIX)

10 If you are upgrading or reinstalling an existing AR System server, and you usefull text search (FTS), specify the directory where FTS will be installed.

Refer to Upgrading or Overwriting the Full Text Search Option on page 27 forinformation.

FTS directory: ________________________________________________

The default is: \Program Files\AR System\Ftindex (Windows) or

/usr/ar/<server_name>/ftindex (UNIX)

11 Choose a startup option.

For Windows:! Start automatically after reboot

! Start service manually after reboot

List any special system startup or boot options you require. Refer to theoperating system documentation for information on options.

____________________________________________________________

____________________________________________________________


For UNIX:

Pl h AR S i fil ? Ci l Y N




! Place the AR System into a startup file? Circle one: Yes No

Startup file name: ______________________________________________

List any special system startup or boot options you require. Refer to theoperating system documentation for information on options.

12 Linux only:

Important: You must complete this step if you are installing on Linux.

Before installing the AR System server on Linux, you must comment out any

mention of nis or nisplus in the hosts line of the Linux /etc/nsswitch.conf system file.

For example, the line hosts: files nisplus nis dns will cause the server to crash,

but the line hosts: files dns will not.

Note: If you are going to use UNIX password authentication, you will also

need to remove any mention of nis or nisplus in the passwd line of the

Linux /etc/nsswitch.conf system file.

13 Complete this chapter’s installation worksheets, then complete thepost-installation steps after you install AR System.

When you complete the worksheets, continue with the installation of theAR System server. For UNIX instructions, refer to Chapter 3, Installing the AR System Server on UNIX . For Windows instructions, refer to Chapter 4,Installing the AR System Server on Windows.

Installing with an Oracle Database

The AR System server requires the Oracle client application to interface withthe Oracle database. The instructions in this chapter describe how toconfigure AR System with an Oracle client.

Note: The Oracle 8.1.7 client is required to install AR System on UNIX withOracle 9i.


You might need to obtain the following information from your systemadministrator or database administrator before you begin your installation:




administrator or database administrator before you begin your installation:

! AR System server TCP and RPC port numbers (Skip this step if youregistered the AR System server with a portmapper. For more

information, refer to Registering with a Portmapper on page 31.)

! Usernames and passwords for:

! AR System administrator (the username and password of theAR System user that has administrative privileges to use the AR SystemAdministrator tool; this user imports forms and sets values in thear.conf file to manage forms)

! Application (the AR System application password that AR Systemapplications use to connect to the server; this information is in theServer Information tab in the AR System Administrator tool.)

! Database SYSTEM user

! Information on how to prepare the system (refer to Prepare the system onpage 45).

Worksheet for Installing AR System on UNIX with Oracle

Use this worksheet to record information you will need to install anAR System server on UNIX with an Oracle database. Copy this worksheetand complete a separate worksheet for each server you plan to install in thisconfiguration. You might need to consult your database administrator forrelational database information.

Review the AR System 5.1 Release Notes on the Customer Support website:http://supportweb.remedy.com

Prepare the system

1 For both local and remote installs, as well as for Oracle 9i, install the Oracle8.1.7 client on the same system where you will install the AR System.

! Configure an SQL*Net (or Net 8) client on the machine where AR System

will be installed.

! Create an Oracle password account and Database Administrator group.For example, in some UNIX system, you can create these items by way of

/etc/password and /etc/group.

! Set up an Oracle Home directory ($ORACLE_HOME) on the machinewhere you will install the AR System server. The Home directory must be

the same directory as the 8.1.7 client directory.






4 Record AR System database information.

Refer to Choosing the Upgrade or Overwrite Option on page 26 for




Refer to Choosing the Upgrade or Overwrite Option on page 26 forinformation.

AR System database name: ___________________________________AR System database user: ____________________________________

5 Specify a private rollback segment (optional).

Oracle 8.1.7 uses rollback segments that can be configured as private rollbacksegments. Oracle 9i uses undo tablespaces, which are managed by thedatabase and cannot be private.

Rollback segments hold information about transactions related to the size oramount of updating or creating that happens at any given time. Transactionsize will be affected by the number of concurrent users and the AR Systemconfiguration.

You should use a separate private rollback segment for each AR Systemdatabase, and each private rollback segment should be placed in a privatetablespace.

For a new installation, a private rollback segment can be created by theinstaller.

For an upgrade, the existing private rollback segment is used. The default

value is ARSystemRoll_<server_name>. You should use an existing rollbacksegment only if you are overwriting or upgrading an existing database.

Private rollback segment: ___________________________________

Note: You will need to add the rollback segment to the configuration fileafter installing AR System. Instructions are included in this worksheet.

6 Define the AR System tablespace file name and size.

File name: _________________________________________________

The default is $ORACLE_HOME/dbs/arsys1.

File size: __________________________________________________

The default size is 30 MB.

If you plan to install other AR System applications, such as CRM, refer toeach application’s associated release notes or installation guide before youselect your server database size.




Refer to the Oracle documentation for details about using the InstanceManager.




Perform these steps to prepare the Oracle client on Windows.

1 Ensure that the AR System machine has the following items installed:

! Oracle client (8 for 8i compatible, or 9 for 9i compatible)

! SQL*Net 8 for Windows (that is, the Oracle client), which must beinstalled and configured on the local machine.

! Network or administrator directories that include the tnsnames.ora file.

! Administrator directories that link to the AR System server

2 Open the System control panel and verify that the <ORANT>\bin directory ispart of your system path and, if necessary, add this directory to the path.

3 If you make changes, restart Windows to make sure they take effect.

4 Make sure that you know the connect string for SQL*Plus and the passwordfor the System user within Oracle.

5 Verify that you have at least 50 MG of disk space available for the AR Systemdatabase.

6 Verify either that there is at least one existing Oracle rollback segment(depending on your configuration) with at least another 5 MB available otherthan the system segment, or that the database is configured for UndoManagement.

Record information to enter at the installer prompts

1 If the Oracle database is on a remote machine, record the connect string.Oracle connect string: _________________________________________

2 Record the Oracle system identifier (SID). You might need to consult yourDBA for this value.

Oracle SID: _________________________________________________

3 Record the Oracle system password.

The default is manager. Consult your DBA for changes.

Oracle system password: ______________________________________

4 Skip this step if you are upgrading an existing installation. Complete this steponly if you are installing a new AR System server or overwriting the AR Systemdatabase in an existing installation.

Record AR System database information.






AR System database name: ___________________________________

The default is ARSystem.

AR System database user: ____________________________________

5 Skip this step if you are upgrading an existing installation. Complete this steponly if you are installing a new AR System server or overwriting the AR Systemdatabase in an existing installation.

Define the AR System tablespace file settings.

This is the physical file that holds the AR System database created.The AR System tablespace file name is the same as the AR System databasename from step 4. To change this name, return to step 4.

AR System database size: ______________________________________

The default is 30 MB.

Tablespace file name: ______________________________________

The default is arsys1.

If you plan to install other AR System applications, such as CRM, refer toeach application's associated release notes or installation guide before youselect your server database size.

6 Specify the temporary tablespace.

If a temporary tablespace has already been created (if an earlier version ofAR System was installed on this machine), the installer will use the existing

temporary tablespace.

If the tablespace has not been created, define the tablespace and a file to holdit.

Temporary tablespace name: ____________________________________

The default is ARTMPSPC.

Temporary tablespace file name: __________________________________

The default is artmpf .

Temporary database size: ______________________________________

The default is 15 MB.


7 Specify a private rollback segment, depending on your configuration.

Oracle 8.1.7 uses rollback segments that can be configured as private rollback




segments. Oracle 9i uses undo segments that are managed by the databaseand cannot be private. Oracle 9i can use rollback segments if the Undo

Management option is set to MANUAL.

If you use Oracle 9i, the installer detects which Undo Management mode is

used and, if the mode is AUTO, prompts for Undo Tablespace information.

Rollback segments hold information about transactions related to the size oramount of updating or creating that happens at any given time. Transactionsize will be affected by the number of concurrent users and the AR System

configuration.You should use a separate private rollback segment for each AR Systemdatabase, and each private rollback segment should be placed in a privatetablespace.

For a new installation, a private rollback segment is created by the installer.The default name is ARSystemRoll.

For an upgrade, the existing private rollback segment is used. You should use

an existing rollback segment only if you are overwriting or upgrading anexisting database.

Private rollback segment: ________________________________________

Note: You will need to add the rollback segment to the configuration fileafter installing AR System. Instructions are included in this worksheet.

To create a new rollback segment, leave the check box selected. To use anexisting segment, clear the check box.

Perform the postinstallation tasks

Add the private rollback segment name to the init<Oracle_SID>.ora file,

located in the %ORACLE_HOME%/dbs directory. You must stop and restartthe Oracle database for this change to take effect.


Installing with an IBM DB2 Database

When you install the AR System server with an IBM DB2 database, the




y y ,AR System database is created with three tablespaces. The term tablespace refers to the storage area or disk location where the database tables will bestored. How you choose to manage this space will determine how yourdatabase gets backed up or restored.

The three tablespaces are as follows:

! Catalog tablespace (SYSCATSPACE)—Contains all of the system tables forthe database.

!

User tablespace (USERSPACE1)—Contains all user-defined tables. Theuser tablespace is where the AR System tables will reside and will growaccording to the number of records or tickets that are added to the system.

! Temporary tablespace (TEMPSPACE1)—Contains temporary tables. Thetemporary tablespace is used by the database for activities such as sortingand displaying search results. This tablespace does not grow, so it needs tobe large enough to sustain database activity.

Each tablespace consists of containers that hold the physical data, managedin one of two ways:

! System Managed Space (SMS)—Managed by the operating system whenthe container location is specified by the user.

! Database Managed Space (DMS)—Managed by the DBA. Refer to yourDB2 database documentation for information on how to add containers

to tablespaces using DMS.

You are prompted to choose between SMS and DMS for each of the three

tablespaces, SYSCATSPACE, USERSPACE1, and TEMPSPACE1.

Note: For local installation only: all tables created and accessed byAR System are created using the account of the user who is installingthe AR System software. The AR System server will not functionunless its service is started using this account.


You might need to obtain the following information from your system,server, network or database administrator before you begin your installation:

L l i ll (AR S d DB2 d b i ll d h hi )




Local install (AR System and DB2 database installed on the same machine):

! AR System server TCP port number


! Application (the AR System application password that AR Systemapplications use to connect to the server; this information is in theServer Information tab in the AR System Administrator tool.)

! Application Service Password (required only if your systemadministrator already entered an Application Service Password in

AR System Administrator; to find out if there is a password, inAR System administrator go to File > Server Information, click theConnection Settings tab and check the Application Service Password.)

! Home directory of the local DB2 instance owner (UNIX only )

! Names of the following: AR System database, DB2 instance

Remote install (AR System and DB2 database installed on different

machines):! AR System server TCP port number


! AR System database user

! Application (the AR System application password that AR Systemapplications use to connect to the server; this information is in the

Server Information tab in the AR System Administrator tool.)! Application Service Password (required only if your system

administrator already entered an Application Service Password inAR System Administrator; to find out if there is a password, inAR System Administrator go to File > Server Information, click theConnection Settings tab and check the Application Service Password.)

! Administrator name and password of the remote DB2 instance

! Remote DB2 server name

! Port number of remote DB2 instance

! Home directory of the local DB2 instance owner (UNIX only )

! AR System database name


Worksheet for Installing AR System on UNIX and Windows

with DB2

U hi k h d i f i ill d i ll




Use this worksheet to record information you will need to install anAR System server with an IBM DB2 database. Copy this worksheet and

complete a separate worksheet for each server you plan to install in thisconfiguration. You might need to consult your database administrator forrelational database information.

Prepare the system


Local installs:

! Install the DB2 client and DB2 server on the machine where you willinstall the AR System server.

Unix only: Create the DB2 instance when you install the DB2 client.

Note: On Solaris and Linux, the AR System server is dynamically linked to

the DB2 library, so you must install the DB2 library (libdb2.so) on thesame machine as you install the AR System.

! Install the AR System server as root or as any other user that hasadministrative privileges for the specific DB2 instance on which you installthe AR System database. To ensure that the user has these privileges, makethat user a member of the groups created during the DB2 installation. The

groups include the default db2iadm1, db2fadm1, and db2asgrp groups.

Remote installs:

! Install the DB2 client on the machine where you will install the AR Systemserver.

Unix only: Create the DB2 instance when you install the DB2 client.

Note: On Solaris and Linux, the AR System server is dynamically linked to

the DB2 library, so you must install the DB2 library (libdb2.so) on the

same machine as you install the AR System.

! Install the DB2 server on a remote machine.


! Create an AR System database user (such as aradmin) on the remotemachine where you installed the DB2 server. The username should be inlower case.






UNIX only: The user password must be exactly AR#Admin# during the

installation, but you can change it later in AR System Administrator.

If you change the password, do so on the remote machine before you setthe new AR System server password in the Server Information tab in theAdministrator Tool. Refer to the Configuring AR System guide for moreinformation.

! Support TCP/IP on the DB2 database server.




AR System database name (maximum length is 8 characters): ____________

Note: For databases on a remote machine only : Make the AR System database

name different from any of the remote DB2 database alias names. If you make these names the same, the installation will fail.

Home directory of the local DB2 instance owner (UNIX only )__________________________________________________________

Place to create AR System database:

Path: ______________________________________________________

Drive name: ________________________________________________

(The default location is specified in the dftdbpath parameter in the DB2database configuration file.)

Note: On a UNIX-based DB2 database, specify the path on which to createthe AR System database. On a Windows-based DB2 database, specifythe letter of the drive on which to create the AR System database.

Local install:

Name of the DB2 instance:(default instance is the instance defined in DB2INSTANCE environmentvariable) ____________________________________________


Remote install:

DB2 database server name: _______________________________________

R t DB2 i t d i i t t




Remote DB2 instance administrator name: ________________________

Remote DB2 instance administrator password: _____________________Port number of remote DB2 instance: ___________________________

AR System database user: ____________________________________

Database alias name for AR System database: ______________________

2 Choose the option for managing the SYSCATSPACE tablespace.

Circle one: SMS DMS

! For SMS, you can only use Directory Container, for which you mustspecify the catalog tablespace location. To install in a location other thanthe default, you must provide an absolute or relative directory name. Therelative directory you provide is relative to the database directory. Ensurethat no other directories or files are stored in the location you named.

Directory Container:____________________________________________

! For DMS, you can only use File Container, for which you must specify thesize of the catalog tablespace and its container file name. Consult yourDBA for recommendations.

Tablespace size (default is 30 MB): _________________________________

File Container name:____________________________________________

3 Choose the option for managing the USERSPACE1 tablespace.

Circle one: SMS DMS

! For SMS, you can only use Directory Container, for which you mustspecify the catalog tablespace location. To install in a location other thanthe default, you must provide an absolute or relative directory name. Therelative directory you provide is relative to the database directory. Ensure

that no other directories or files are stored in the location you named.Directory Container: __________________________________________

! For DMS, you can only use File Container, for which you must specify thesize of the catalog tablespace and its container file name. Consult yourDBA for recommendations.


File Container name: ___________________________________________


4 Choose the option for managing the TEMPSPACE1 tablespace.

Circle one: SMS DMS

! For SMS you can only use Directory Container for which you must




! For SMS, you can only use Directory Container, for which you mustspecify the catalog tablespace location. To install in a location other thanthe default, you must provide an absolute or relative directory name. Therelative directory you provide is relative to the database directory. Ensurethat no other directories or files are stored in the location you named. SMSis the recommended option for TEMPSPACE1 tablespace, because thesystem will free space as necessary.

Directory Container: ___________________________________________

!

For DMS, you can only use File Container, for which you must specify thesize of the catalog tablespace and its container file name. Consult yourDBA for recommendations.


File Container name: ___________________________________________

5 Record the following AR System server information:

Registered with portmapper? ____________________________________AR System server TCP port number: ______________________________

AR System server installation directory: ____________________________

Installing with a Microsoft SQL Server Database

During installation, you are prompted for the initial size of the database and

for the device on which to locate the database. By default, a 30 MB databaseis created on the default device for your database installation. Ensure thatthere is sufficient space within the device to hold the new database beingcreated.

A log space for this new database is also created. You are prompted for alocation for the log device during installation. Store the data and log on

separate devices in the database. The devices must be on physically separatedisks for best performance and recoverability. Because running out of logspace is a significant issue, plan on a log that is at least as large as your largestsingle form.



! SQL Server instance




Q

! Names for the AR System database, AR System user, database server, anddatabase server/AR System server domain (must be the same)


! AR System administrator (the username and password of theAR System user that has administrative privileges to use the AR SystemAdministrator tool; this user imports forms and sets values in thear.conf file to manage forms)

! AR System user! Domain account

! Names and sizes of the data and log devices (optional)

Worksheet for Installing AR System on Windows with MS SQL

Server

Use this worksheet to record information you will need to install anAR System server on Windows with a Microsoft SQL Server database. Copythis worksheet and complete a separate worksheet for each server you plan toinstall in this configuration. You might need to consult your databaseadministrator for relational database information.


Prepare the system

1 If the MS SQL Server database is installed on a remote machine, ensure thatthe MS SQL client utilities are installed on the AR System server machine.

2 Complete this step only if you are using MS SQL Server 2000 .

Record the SQL Server instance for this AR System server installation.

Consult your DBA for this value.

SQL Server instance: ____________________________________________


3 Complete this step only if you are using MS SQL Server and installing in alanguage other than English.

! Disable automatic conversion:






! Choose Start > Programs > MS SQL Server > Client Network Utility.

! Click the OLE DB Options tab.

! Deselect the Automatic ANSI to OEM conversion box.

Note: It is recommended that you install the SQL 8.0 provider on the samemachine on which you plan to install the AR System. Refer to thesection on relational databases in the AR System Database ReferenceGuide.




AR System database name: _____________________________________

AR System database user: ______________________________________

2 If the MS SQL database is on a remote machine, record the name of themachine where your database resides.

If you are using a remote MS SQL Server 7.0 database, and you are usingWindows NT Authentication, the database server and the AR System servermust be in the same domain. You must enter this domain name duringinstallation.

Database server: _____________________________________________

Domain: ____________________________________________________

3 If you will choose Windows NT Authentication, you must also set theARS_SECURE_CONNECT environment variable to 1 (one) before youbegin the installation. Delete the environment variable after the installation.

4 Record the system administrator (SA) password of the database.

SA password: _______________________________________________5 Record the domain and password for the AR System database user account.

This password and domain will be associated with the user you specified instep 1 on page 52.

If you are upgrading or overwriting a previous AR System installation, usethe information for the existing account.

For new installations, the installer creates this account.


Refer to Choosing the Upgrade or Overwrite Option on page 26 forinformation on this user account.

Domain: ____________________________________________________



Installing with an Informix Database! 57

Password: __________________________________________________

Optionally, record the names and sizes of the data and log devices.

SQL Server can choose these values for you. To allow SQL Server to choosevalues, leave the fields blank.

The database initial size should be set to at least 30 MB, but this will varybased on the growth rate of your system.

If you plan to install other AR System applications, such as CRM, refer to theassociated release notes or installation guide before you select your serverdatabase size.

The log initial size should be set to 75 percent of the database size, or about23 MB.

Data file: _____________________________________________________

Database initial size: ____________________________________________

Log file: ______________________________________________________

Log initial size: ________________________________________________

Installing with an Informix Database

If you install AR System with an Informix database, you are limited to themaximum connections configured on the Informix database. If you areoperating in a multiprocess server environment, be aware that each serverthread uses a connection.

If you are using an Informix database on your AR System server to access anexternal Informix database through direct SQL, you must set options to bethe same for both databases. By default, AR System is installed with log

options and non-ANSI options.



! Informix home directory path




! Names for: database server, database, Informix configuration file

Ensure that the user who is installing the AR System server has permissionsto add databases and objects to the Informix server.

Worksheet for Installing AR System on UNIX with Informix

Use this worksheet to record information you will need to install anAR System server on UNIX with an Informix database. Copy this worksheet

and complete a separate worksheet for each server you plan to install in thisconfiguration. You might need to consult your database administrator forrelational database information.

Note: Informix does not support Linux.


Prepare the system

1 For shared libraries, install ESQL/C and manually specify the path to theESQL/C libraries by setting the shared library path for your platform:

HP-UX—$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$SHLIB_PATH

Solaris—$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LD_LIBRARY_PATH

AIX—$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LIBPATH

2 Set the NETTYPE protocol to support the multithreaded AR System server,according to your platform:

onsoctcp for IBM AIX and HPUX

ontlitcp for Sun Solaris

Consult the Informix documentation for instructions.



1 Record the home directory of the Informix database system.

The installer is designed to locate the directory $INFORMIXDIR.





Installing with a Sybase Database! 59

Informix home directory: ________________________________________

2 Record the Informix configuration file name.

This is typically the default file onconfig, but consult your databaseadministrator for changes.

Configuration file: ____________________________________________

3 Record the database server name.

Typically, this is the system name. Consult your database administrator forthe fully qualified name.

If the Informix server is installed on a remote machine, obtain the name from

$INFORMIXDIR/etc/sqlhosts.

Database sever: ______________________________________________



AR System database name: ______________________________________

5 Record the database space where the AR System database will be installed.

Database space: _______________________________________________

The default is root.

Installing with a Sybase Database

Before you install an AR System server with a Sybase database, you need toset the required variables DSQUERY, SYBASE, and source the SYBASE.sh to setadditional variables.

You will not be able to install the AR System server if these variables are notset. The worksheet contains this information, along with additionalpreparatory steps you need to perform to install with Sybase.



! Sybase home directory path

N f d b d b d i S b d b f




! Names for: database server, database, device, Sybase database user for

AR System

! Sybase system administration (SA) password

Worksheet for Installing AR System on UNIX with Sybase

Use this worksheet to record information you will need to install anAR System server on UNIX with a Sybase database. Copy this worksheet andcomplete a separate worksheet for each server you plan to install in thisconfiguration. You might need to consult your database administrator forrelational database information.


Prepare the system

Set the required variables. The examples shown are in Bourne shell.

Set DSQUERY as follows:

DSQUERY=<sybase_server>;export DSQUERY

Set SYBASE as follows:

SYBASE=<sybase_install_dir>;export SYBASE

Change directories to the Sybase home directory: $SYBASE.

Run . ./SYBASE.sh to set remaining variables.

Note: If you use a Sybase 12.0 database instead of Sybase 12.5, you mustinstall the 12.5 client library on your machine before you install

arserver. You must also set the SYBASE environment variable to < path

to the 12.5 directory> and the SYBASE_OCS to OCS-12_5.



! Record the home directory of the Sybase database system.

The installer is designed to locate the directory $SYBASE.

S b h di





Installing with a Sybase Database! 61

Sybase home directory:

__________________________________________

! Record the Sybase server name.

The Sybase server name is the name of the instance on a machine. The default

is SYBASE, but this can be configured to identify the server; for example:

$DSQUERY.

Sybase server name: ____________________________________________

! Record the Sybase system administration (SA) password.

Sybase SA password: ___________________________________________

There is no SA password by default.

! Record AR System database information.


AR System database name: _______________________________________

AR System database user: _______________________________________

! Record the database device where the AR System database will be installed.

Database space: _______________________________________________

The default is master.

Note: If you are installing with Sybase 12.5, you must also install the 32-bitSybase libraries.




Installing the AR System Server on UNIX ! 63

CHAPTER3 Installing the AR System Server on

UNIX

This chapter contains procedures for installing the AR System server

and the API package on UNIX. The instructions assume that you have

completed the appropriate installation worksheets. Refer to Chapter 2,

Choosing Server Options and Preparing the Environment for theinstallation worksheets.



Installing an AR System Server on UNIX

The instructions in this chapter assume that you have reviewed theinformation on configurations, server options, and database preparation in



64"Chapter 3—Installing the AR System Server on UNIX

g p p p

Chapters 1 and 2. Make sure that you have completed the installationworksheets for your platform and database combination.

You must use a Windows machine to license and administer the server.

You should retain the file structure created by the installer.

Note: To avoid installation problems, we recommend that you have only oneversion of AR System on your computer.

When you have completed the server installation, install the mid tier andclient applications. When you have completed all installations, refer to theConfiguring AR System guide for information on how to configure the server,and Developing AR System Applications: Basic guide for information on howto create and maintain AR System applications.

Installing on UNIX as Non-Root

In general, you should perform the AR System server installation as a rootuser. However, you can perform the installation as a non-root user.

When you install as a non-root user, you must update the systemconfiguration files manually. The installation script prompts you to do thisand instructs you to start a shell where you have root access or full read andwrite access.

Installing as non-root allows a user to maintain the AR System softwarewithout the assistance of a system administrator. However, to automaticallystart the AR System server when your computer restarts, you must request your UNIX system administrator to change the system startup scripts

accordingly.


Installing the AR System Software Without Logging in as Root

1 Set the ARNONROOTINSTALL environment variable to TRUE.

Review Appendix B, Customizing UNIX Options to view other environmentvariable settings, such as those involving file locations for non-root



Installing an AR System Server on UNIX ! 65

g , g

installations.

2 The installation script will prompt you to perform several actions. Before youperform these actions, ensure that you have permissions to the following:

! Network card device files

! Root directory, usually at: /etc/arsystem/<server_name>

! Multi-licence directory (usually at: /etc/arsystem/) and its

AR_SYSTEM_LICENSE_DIR directory (usually at: /etc/arsystem/<server_name>

! Configuration directory, <ar_install_dir> /conf , and its ar and ar.conf files

3 Perform the installation procedure as described in this chapter.

Some of the actions you will be prompted to do (as root or non root) include:

! Create a number of directories and set permissions for those directories.

For example, the script prompts you to create the /etc/arsystem directoryas root.

! Merge the contents of files, such as merge the

<ar_install directory> /ar-<database> /rpc file with the /etc/rpc file.


Installing the AR System Server from the Web

If you purchased software through the Electronic Software Distribution(ESD) process, follow these steps to access the software.




Installing AR System on UNIX from the Web

1 Log in as the root user.

% suPassword: <password>

2 Copy the downloaded directory (arsystem_<platform>) and its contents tothe location from which you will install AR System.

If you have downloaded AR System using the Sm@rtCert client onto aplatform where you will not install AR System, copy the downloadeddirectory and its contents to the computer where you will install AR System.For example, if you used the Windows Sm@rtCert client to download

AR System for Solaris, copy the arsystem_Solaris directory and its contentsto your Solaris machine.

3 Change to the directory containing the copy of the downloaded files.4 Change to the directory containing the install program:

# cd <platform>

where <platform> is platform for the UNIX products. The download

directories are solaris, hpux, and aix, and linux, respectively.

5 Uncompress the file <unix>.tar.gz, which contains the UNIX installation files

for AR System.Use the gunzip utility to uncompress the file by entering the followingcommand:

# gunzip <unix>.tar.gz

where <unix> represents the brand of UNIX for which you downloaded

AR System; for example, solaris, hpux, aix, or linux.

If you do not have the gunzip utility, you can download it from the gzip home page: http://www.gzip.org.


6 Extract the installation program file by entering the following command:

# tar -xvf <unix>.tar

where <unix> represents the brand of UNIX for which you downloaded

AR System; for example, solaris, hpux, aix, or linux.

http://www.gzip.org/






<unix>.tar contains the directory arsystem, which contains the installationprogram.

7 Note the current directory to which the tar file was extracted. Enter the pathto this directory (<path_to_this_dir>/cdrom) when prompted for theproduct directory name during installation.

8 Change to the directory containing the installation program:

# cd <installation_program_dir> arsystem9 Perform the installation procedure described in this chapter.

Running the AR System Server Installation Script

This procedure contains instructions for installing a new AR System serveron a machine that has no existing AR System servers, and on a machine with

one or more existing AR System servers installed. Installing a second or laterAR System server on a single machine is similar to installing the firstAR System server. Differences are noted in the procedure.

The script writes a log file to: /usr/tmp/ar_install.log

Running the AR System Server Installation Script

1 Shut down any AR System processes that are currently running.2 Ensure that the database the AR System server will connect to is running.

3 Log in as the root user.

Typically, you will need at least temporary administrator privileges to installthe AR System server. To install the software without root privileges, refer toInstalling on UNIX as Non-Root on page 64.

4 Set any relevant environment variables to control the installation. See Appendix B, Customizing UNIX Options for details about the options thancan be set.


5 Access the installation software.

! If you are installing from the Action Request System (AR System) 5.1installation CD:

! Mount the CD locally or remotely.




! Change to the directory containing the AR System installation script asfollows:

# cd <CD-ROM_mount_point> /arsystem

The default mount point is /cdrom.

Refer to Appendix A for details on how to mount the CD.

! If you are installing software obtained through Electronic SoftwareDistribution (ESD), refer to Installing the AR System Server from the Web on page 66 for instructions.

6 Run the AR System installation script:

#./ar_install

AR System product and copyright information appears.

The following message appears:You will be prompted to enter the product directory. This is the name ofthe CD mount directory which contains the<dir>/arsystem/<unix_platform > /arsystem.tar file.

For example:If the tar file is located at <dir>/arsystem/unix/arsystem.tar then theproduct directory would be <dir>.

7 At the prompt:

Enter the product directory [<product_directory>]

Do one of the following:

! Press Enter to accept the default value.

! Enter the name of the directory where the CD-ROM is mounted.

The screen displays information about package contents and spacerequirements.


8 At the prompt:

Do you want to install the Server package? [y]


! Press Enter to proceed with the installation.




! Enter n to stop the installation script.

If this is the first AR System server installed on this machine, go to step 11on page 70. If one or more AR System servers already exist on thismachine, the following message appears. Go to step 9.

Each AR System server requires a unique name that clients can resolveinto an IP address. If clients cannot resolve the name into an IP address,

they will not communicate correctly with the AR System server. If youhave not defined a unique name for this server, you can open a separateshell and define a name, and then return to this script and enter thename. You can also stop the installer script, define the name, and startthe script again.

To install a new AR System server, enter the new server name.

To upgrade or overwrite an existing AR System server,

please enter the name of the AR System server from the list:

-----------------------------------------------------

<server_name>

AR System servers are listed from most recently installed at the top, to thefirst installed at the end.

9 At the prompt:

Enter the server name: [<server_name>]

For a new install, enter a new server name. For an upgrade or overwriteinstall, press enter to select the default server or enter the name of an existingserver from the list.

The following message appears:

You have chosen to upgrade or overwrite <server_name>.

Type y to continue.Type n to change your selection.

Type q to stop the installation.


10 At the prompt:

Enter your selection: [y]


! Press Enter to install a new server with the name you entered, and go to




step 11.

! Enter n to change the server name. When you have selected a server name,go to step 11.

! Enter q to stop the installation. If you stop the installation, information onthe installer log files and restarting the installation appears.

11 At the prompt:

Do you want to register this AR System server with the Port Mapper? [y]


! Press Enter to register this server with a portmapper. (When two or moreAR System servers are installed on a single machine, only one server canbe registered with a portmapper.)

! Enter n if you do not want to register this server with a portmapper.

12 At the prompt:

Do you want to run this AR System server on a specific TCP port? [n]


! Press Enter if you have registered this server with a portmapper and do notwant to assign a port number. The server will choose a port numberdynamically, and the port number will direct clients to the correct port.

Go to step 15 on page 71.

! Enter y to assign a port number to this server. The server will use the portnumber you assign, and the portmapper will direct clients to it.


The TCP port number is the port address used to connect to thisAR System Server. The port address must be unique for each server

installation. Preferably use port addresses greater than 1024.

13 At the prompt:

What TCP port will this ARSystem Server use? [ ]

Enter a TCP port number (greater than 1024) for the server to use.

The screen displays message related to port numbers and addresses.


14 At the prompt:

What Plugin port will the Report Plugins use? []

The AR System server includes a reporting plug-in that is enabled by defaultand requires a port number.

E t l i t b ( t th 1024) f th l i t




Enter a plug-in port number (greater than 1024) for the plug-in server to use.

15 At the prompt:

Do you want to install the API package? [n]


! Press Enter if you do not want to install the API package.

! Enter y to install the API package.

The API package enables you to develop software that integrates withAR System, and requires 10 MB of space for installation.

If you do not install the API now, you can install the API later withoutlosing your AR System environment.

For more information on the API package, refer to Custom Programming onpage 28.

16 At the prompt:

Do you want to configure Web Services?

Enter yes to install and configure the web services option. If you enter yes, you must supply the path to the java executable in the JRE 1.3.1 or higher.

17 At the prompts:

Do you want to install the ARDBC LDAP Package?

Do you want to install the AREA LDAP Package?

Enter yes to install the LDAP plug-ins.

Note: To install the LDAP plug-ins later, run the installation program againand choose to install only the plug-ins.

18 At the prompt:

Which database system will the AR System use?[db2|informix|oracle|sybase]

Enter the database that this AR System server will connect to.


19 The prompts that follow in the installation script are specific to yourdatabase. At these prompts, enter the values from the installation worksheetfor your platform and database combination. If you have not completed theworksheet, refer to Chapter 2, Choosing Server Options and Preparing theEnvironment .




Note: If you are using the relational database for other applications inaddition to AR System, the other application databases are notaffected by this installation.The underlying database must be running. If the database is notrunning, you can open another shell and start the database, or you canstop the installation script, start the database, and start the installationscript again.If any AR System processes are running, the following message andprompt appear:The following AR System programs are currently running...<service_information>Cannot upgrade software with these processes runningDo you want me to shut down the AR System processes? [y]

Press Enter to shut down the services and continue with the installation.

20 At the prompt:

Directory to install AR System? [/usr/ar/<server_name>]


! Press Enter to accept the default directory.

! Enter another directory path.


AR System will be installed in the <directory> directory.

21 At the prompt:

Is this OK? [y]


!

Press Enter to accept this installation directory.! Press n to enter another directory.

If there is not enough space in the specified directory, you will be promptedto install in a different partition. To do so, type y at the prompt, and thenspecify the directory path.


For new installs, the screen displays pathnames of created files.

For upgrade or overwrite installs, the screen displays a message indicatingthat existing directories were saved.

22 At the prompt:

Do you want to put the AR System server in a system startup file? [N]




Do you want to put the AR System server in a system startup file? [N]


! Enter y to put the AR System server into a startup file so that it will startautomatically as a service on reboot. Non-root users must have anadministrator modify the system to access this file.

! Type n if you will start the service manually.

23 At the prompt:

Which startup file do you want to use to start the AR System server?[<default_path>/arsystem_<server_name>]

Press Enter to accept the default, or specify another file.

If you specify another file, specify a different file name for each AR Systemserver. Multiple AR System servers on a single machine can be placed in the

system startup file, but they must have different names. By default, the servername is appended to the file name to distinguish the startup files.

Default paths vary depending on your platform. Refer to UNIX StartCommands on page 78 for more information.

If you put the AR System server in a startup file, place the database in thestartup file as well. If you do not do so, then when the system reboots,AR System will not find the database.


Adding <server_name> to AR System server configuration file /usr/ar/<server_name>/conf/ar

You may need to wait a few minutes if you load media from a remote deviceor load on a remote file system.


At this point, the list of extracted files appears. For information about wherethe files are located, refer to Appendix A, Locating AR System Files Thefollowing lines are an example from the display:

---------- List of Extracted Files -----------

x bin 0 bytes 0 tape blocks




x bin, 0 bytes, 0 tape blocksx bin/runmacro, 4066684 bytes, 7943 tape blocks

x bin/arforkd, 127308 bytes, 249 tape blocks

x bin/arplugin, 623844 bytes, 1219 tape blocks

. . .

For new installs:


Creating new <database type> database files.

The installer displays information about the installation, including updatesto the configuration file and your installation selections.

If you are installing a new AR System server, go to step 28 on page 75.

For upgrade or overwrite installs, you are prompted to overwrite, upgrade,or quit the installation. The default is ufor upgrade.

24 At the prompt:

Action? [u]


! Press Enter to upgrade the existing AR System database.

! Type o to overwrite the existing AR System database. You cannot changethe user name or database name, because these are already associated withan AR System server.

! Type q to stop the installation.

Depending on your selection, the installer displays information about theupgrade or overwrite, including updates to the configuration file and yourinstallation selections.

25 At the prompt:

Are you sure? [n] y


! Press n and continue with the next step.

! Enter y to keep the same directory and continue with the installation.


If you chose to upgrade or overwrite, the following messages appears:

Current FTS collection setting is :

Collection-directory: /usr/ar/<server_name> /ftindex

Your existing FTS collection data will be lost.




26 At the prompt:

Are you sure? [n]


! Press y to confirm the deletion of FTS collection data.

! Press n to continue with the next step.

27 At the prompt:

Directory for Full Text Search Collection?[/usr/ar/<server_name>/ftindex]


! Press Enter to accept the default FTS directory.

!

Specify another directory.You can have the installation script bypass your original FTS collectiondirectory, leaving it intact. However, you will need to use AR SystemAdministrator to rebuild the FTS index after this installation. Refer to theOptimizing and Troubleshooting AR System guide for information onindexing.

At this point the installer starts the service and loads several AR System

forms. The following message appears:The AR System software is installed and running. The remainder of theinstallation is to install a set of Central Preferences and sampledefinitions.

28 At the prompt:

Do you want to have the Central Preference forms installed? [y]Do one of the following:

! Press Enter to install the Centralized Preferences forms.

A series of status messages appears.

! Type n to skip these forms.

If this is an upgrade or overwrite of an existing database, go to Postinstallation

Steps on page 76.


At this point, the following message appears:

The sample provides examples of many user interface objects. If you areloading the system for the first time, we recommend that you installthese samples. If you are reinstalling, you can choose to have them

included or not.




29 At the prompt:

Do you want to have the sample definitions installed? [y]


! Press Enter to install the sample definitions.

The installer displays information about the files being installed.! Type n to skip the definitions.

30 The following message indicates that the installation has been completedsuccessfully:

AR System Installation Complete.

At this point, you are asked if you want to install the AR System Email engine.

If you choose not to install the Email engine, continue with thepost-installation steps that follow. If you choose to install the Email engine,read through the post-installation steps that follow, then refer to the EmailEngine Guide.

Postinstallation Steps

1 If this is an upgrade or overwrite of an existing database, and the AR System

server uses FTS, then rebuild or move indexes, as applicable. Refer toUpgrading or Overwriting the Full Text Search Option on page 27 for moreinformation.

2 Review the database-specific worksheets from Chapter 2, Choosing ServerOptions and Preparing the Environment and perform any post-installationtasks for your database, if any.

3 Restart your machine.


Restarting the Installation Process

If AR System installation fails or is interrupted, a message appears identifyingthe problem and the stage number where the process terminated. For

example, you might see the following message, which indicates that theinstallation terminated in Stage 3:



Restarting the Installation Process! 77

p y g g ginstallation terminated in Stage 3:

Installation terminating; Fatal error occurred.AR System Installation terminated at Stage 3: Set up AR System databaseand directories.

The new AR System directories are installed. The previousAR System directories will be saved with .bak suffix.

Check /usr/tmp/ar_install.log and /usr/tmp/arErrorLogto identify the problem. If necessary, call Support toresolve the problem.

Once the problem has been resolved, continue the installation from thepoint at which it terminated by issuing the following command./ar_install -s<stage#>where <stage#> is the number of the stage at which the previousinstallation terminated.

You can restart a terminated installation by correcting the problem andissuing a command that identifies the stage number. The system loads the

information that was recently stored in the /usr/tmp/arEnvHistory file. Thescript then restarts the process at the stage where it was terminated.


Restarting the Installation After a Termination

1 Identify the problem by checking the ar_install.log and arErrorLog files in the

/usr/tmp directory.

2 Resolve the problem.

For example, if you ran out of log space, increase the amount of log space.




3 To restart the installation, type the following command:

./ar_install -s<stage#>

For a remote installation, the script may request the device and remote hostname.

The system loads the information that you entered up to the point where the

installation failed.

4 Continue with the installation.

Starting and Stopping the Server Manually

The installation script starts the AR System server automatically, but you can

stop the server and start it manually to verify the installation or troubleshootproblems.

Starting the AR System Server Manually

1 Log in as root or, in a non-root installation, log in as the user who startsAR System.

2 Enter the appropriate command, as shown in the following UNIX startcommands table.

Table 3-1: UNIX Start Commands

System Type Command

HP-UX If you added a startup script, use /sbin/init.d/arsystem start

or, if you accepted the default installation directory, use /usr/ar/bin/arsystem start

or, if you installed into another directory, use <ar_install_dir> /bin/arsystem startIBM AIX If you accepted the default installation directory, use /usr/ar/bin/arsystem start

or, if you installed into another directory, use <ar_install_dir> /bin/arsystem start


Solaris If you added a startup script, use /etc/init.d/arsystem start



Linux If you added a startup script, use /etc/init.d/arsystem start

System Type Command



Starting and Stopping the Server Manually ! 79

If you install multiple servers, your directory might be calledarsystem_<servername>.

Stopping the AR System Server Manually

1 Log in as root or, in a non-root installation, log in as the user who startsAR System.

2 Enter the appropriate stop command, as shown below.

If you install multiple servers, your directory might be calledarsystem_<servername>.

Warning: Do not use the kill -9 command to stop the AR System server.Doing so may leave your database in an inconsistent state.

y p p y



System Type Command

HP-UX If you added a startup script, use /sbin/init.d/arsystem stop

or, if you accepted the default installation directory, use /usr/ar/bin/arsystem stop

or, if you installed into another directory, use <ar_install_dir> /bin/arsystem stop

IBM AIX If you accepted the default installation directory, use /usr/ar/bin/arsystem stop


Solaris If you added a startup script, use /etc/init.d/arsystem stop



Linux If you added a startup script, use /etc/init.d/arsystem stop







4 Installing the AR System Server on



Installing the AR System Server on Windows! 81

CHAPTER4 Installing the AR System Server on

Windows

This chapter contains procedures for installing the AR System server

on Windows.

The instructions assume that you have completed the appropriate

installation worksheets. Refer to Chapter 2, Choosing Server Options

and Preparing the Environment for the installation worksheets.



Installing an AR System Server on Windows

This procedure contains instructions for installing a new AR System serveron a machine that has no existing AR System servers, and on a machine with

one or more existing AR System servers installed. Installing a second or laterAR System server on a single machine is similar to installing the firstAR S Diff d i h d



82"Chapter 4—Installing the AR System Server on Windows

AR System server. Differences are noted in the procedure.

You can cancel installation any time. However, information you entered willnot be saved.

When you have completed the server installation, install the mid tier and

client applications. When you have completed all installations, refer to theConfiguring AR System guide for information on how to configure the server,and the Developing AR System Applications: Advanced guide for informationon how to create and maintain AR System applications.

Note: To avoid installation problems, we recommend that you have only oneversion of AR System on your computer.

Installing the AR System Server with the Windows Installer

1 Exit any AR System processes that are running.

2 Ensure that the database to which the AR System server will connect isalready running.

3 Record Windows Administrator information.

Administrator permissions are not necessary to start or administer theAR System server, and can be granted temporarily for the installation.

If your machine is part of a Windows domain, you must log in to the domainas a Windows Domain Administrator to install AR System. If your machineis not part of a Windows domain, you must log in as an administrator for thelocal system.

4 Record the user name and password for the Windows account that

AR System will use.User names cannot contain more than eight characters or the installation willfail. This restriction applies to users with Windows administrative privileges.

The user account must have administrator permissions to install theAR System server.



! From the CD

Log in to Windows as an administrator and insert the CD into the drive.

If autorun is enabled, the CD browser opens. Click AR System Server.

If the CD browser does not start, open the server installer, server.exe.



Installing an AR System Server on Windows! 83

! From ESD

If you downloaded Action Request System to a location where you will not install Action Request System, copy the downloaded directory and itscontents to the machine where you will install Action Request System. Forexample, if you used the Solaris Sm@rtCert client to download the Action

Request System for Windows, copy the directory and its contents to yourWindows machine.

From the download directory, run the file server.exe.

When you run this file, the installation files are unpacked into a temporarydirectory and the Setup program starts.

The Choose Setup Language screen appears. The default language selection

is the locale language of the operating system. However, you can change theselection.

6 Choose a language and click OK to display the Welcome screen.

7 Click Next to display the Select Database screen.

8 Click the button that corresponds to the type of database that will supportAR System.

! If you select Oracle or Microsoft SQL Server, the version selection screenappears. Go to step 9 on page 83.

! If you select IBM DB2, the Select Action Request System Componentsscreen appears. Go to step 10.

Note: If you do not have a database installed, you will get an error. Cancelthis installation, install the database, and restart the server installation.

9 Select your database version and click Next.The Select Action Request System Components screen appears.

Note: You will get an error message if you do not have the chosen databaseinstalled on your system. Cancel the installation, install the database,and restart the installation program.


10 Choose the components to install by selecting the appropriate check boxes.

! API—Installs the AR System application programming interface (API).Refer to Custom Programming on page 28 for a description of thecomponents that will be installed.

! Samples—Installs a sample AR System application that demonstratesmany AR System capabilities.




! Centralized Preferences—Installs the centralized preference forms thatenable users to store preferences on the server. Refer to CentralizedPreferences on page 28 for more information.

11 Click Next to display the Select Language Components screen.

12 Select the check boxes for the languages that the server error messages, forms,and data will be displayed in.

English is selected by default on all systems. In non-English systems, thelocale language for the operating system is also selected. English cannot bedeselected, because it is required for correct server performance. You canchoose additional languages.

13 Click Next to display the Select Plug-In Components screen.

14 Choose the items to install:

! ARDBC LDAP plug-in enables you to access common enterprise objectsin LDAP directories and view data remotely without having to import orexport data.

! AREA LDAP plug-in enables authentication of usernames and passwordsagainst an LDAP centralized user database.

! Web services plug-in enables the Set Fields From Web Service filter actionnecessary to consume a web service. (Installation recommended.) Formore information on Web services, refer to the Developing AR System Applications: Advanced guide.

15 If you are installing AR System server for the first time on this machine, orupgrading an earlier version of the AR System server to version 5.1, the EnterServer Port Number screen appears. (The host name is used as the server

name, so you are not prompted to enter a server name.) Go to step 18 onpage 85.

If you are installing a second or later AR System server on this machine, orreinstalling a version 5.1 server, the Enter AR System Server Name screenappears. Go to step 16.


16 Enter the AR System server name in the Selected AR System Server field.

For information, refer to Choosing a Server Name on page 34.

17 Click Next to display the Enter Server Port Number screen.

18 Choose how port numbers are assigned.

! To register the server with a portmapper, select the Yes option and clickNext. If two or more AR System servers reside on this machine, only one




Next. If two or more AR System servers reside on this machine, only oneserver can register with a portmapper.

! To assign port numbers, select the check box Assign Port Numbers andenter port numbers for the AR System server, and the plug-in server. Theport numbers cannot be the same. For more information, refer toChoosing Port Number Options on page 30.

19 Click Next to display the Choose Destination Folder(s) for the AR SystemServer screen.

20 Select the destination folder for the AR System server or click Browse todisplay more folder names.

To install two or more AR System servers on this machine, install each server

into a separate folder.To upgrade or overwrite an existing AR System server, install the new versioninto the folder where the existing server is installed.

If you are upgrading an existing server, or installing another server on amachine where at least one AR System server is installed, select the Full TextSearch Folder. Refer to Upgrading or Overwriting the Full Text Search Option on page 27 for information.

21 Click Next to display the <database_name> Server Settings screen for yourdatabase version.

Note: If any AR System processes are running, you will be prompted to shutthem down.


22 Enter your database server settings information.

For this Database Enter this Information

Microsoft SQL Server Enter the server where SQL Server resides. If you areinstalling SQL Server 2000 with an instance, append theserver name with the instance as follows:

<servername>\ <instance>.




Select the check box if the SQL server is on a remotemachine.

Enter the password for the system user.

Specify the type of Windows Authentication to use.

! If you will use both Windows and SQL Server

authentication, leave the check box cleared. If you useboth types of authentication, you must use the SQL

Server database login to access SQL Server, and the

Windows login to access AR System.

! To use Windows authentication only, check the box

and enter a password and a domain for the database

user. With this option, you can use the Windows

login to access both the AR System and the SQL

Server database.

! For Microsoft SQL Server 2000, ensure that you have

set the authentication to mixed in the Enterprise

Manager. Refer to step 2 on page 56 in the Worksheet

for Installing AR System on Windows with MS SQL

Server on page 55.

If you did not set the ARS_SECURE_CONNECT

environment variable to 1 (one) before you began theinstallation, the installation might fail.

IBM DB2 Enter a password for the Windows user account for theuser who is installing the AR System server. This usermust have DB2 permissions.

Oracle Select the check box if the Oracle server is on a remotemachine.

If the Oracle server is on a remote machine, enter theconnect string.

Enter the Oracle SID (consult your databaseadministrator for this value).

Enter the password for the system user; if this field is leftblank, the installer returns an error.


23 Click Next to display the Enter AR System Database Information screen.

24 Accept the defaults or enter a name for the database (tablespace for Oracle)and define a user, if these options are enabled. You do not have to enter adatabase name or user to upgrade.

25 Click Next.! If you are upgrading an existing AR System or overwriting an existing

AR S t t t 26




AR System server, go to step 26.

For information, refer to Choosing the Upgrade or Overwrite Option onpage 26

! If you are installing a new AR System server with a relational database, theNew AR System Database Settings screen appears, unless you are installingwith IBM DB2. Go to step 27 on page 87.

26 If you are installing with a relational database, choose one of the followingoptions in the Existing Database screen:

! Upgrade—This option upgrades the existing AR System database and theexisting AR System form and field information contained in it. Structuresare updated to support the new server. You might want to back up your

data before upgrading.! Overwrite—This option deletes and replaces the existing AR System

database. New forms are imported into this database, and data is notsaved. If you will restore your AR System information after thisinstallation, back up your information by exporting AR System data anddefinitions.

This screen appears if you are installing over an existing AR System server, or

if you uninstalled AR System before starting this installation. To preservedata integrity, the AR System uninstallers do not remove database files.

27 Click Next to display the Choose AR System Server Startup Settings screen.

28 Choose a startup option and click Next to display the Summary screen.

29 Review the settings.

To make changes, click Back until you reach the target screen, then click Next

to return to the settings screen.30 Click Next to begin the installation.

When all files have been copied and all forms have been imported, the SetupComplete screen appears.

31 Click Finish to complete the installation.


If system files were updated, you will be prompted to restart the system. TheAR System server starts at the end of the installation.

At this point, you are asked if you want to install the AR System Email engine.If you choose not to install the Email engine, continue with thepost-installation steps that follow. If you choose to install the Email engine,read through the post-installation steps that follow, use the Email EngineGuide to install the Email engine, then perform the post-installation steps.




Post-Installation Steps

If this is an upgrade or overwrite of an existing database, and the AR Systemserver uses FTS, then rebuild or move indexes, as applicable. Refer toUpgrading or Overwriting the Full Text Search Option on page 27 for moreinformation.

If you installed centralized preferences forms, or will use the reporting ormessage catalog forms, enable these forms.

Starting and Stopping the AR System Server Manually

You can choose to start the AR System server automatically or manually. Youcan also stop the server manually.

Starting the AR System Server on Windows

For Windows NT

1 Access the Services screen.

a Choose Start > Settings > Control Panel.

b Double-click the Services icon.

2 Select the appropriate server.

! The first or only AR System server installed on a machine is calledAR System Server.

! Additional servers are listed as AR System <server name>.

3 Click Start.


For Windows 2000



b Double-click Administrative Tools.

c Double-click the Services icon.

5 S l t th i t



Starting and Stopping the AR System Server Manually! 89




6 Choose Action > Start.

Stopping the AR System Server on Windows

This procedure describes how to stop the AR System server. However, youcan stop other AR System Services using the same procedure. To stopmultiple AR System Services, stop them in the following order:

a AR System serverb AR System Email engine

c AR System Portmapper

For Windows NT


aChoose Start

>

Settings>

Control Panel.b Double-click the Services icon.




3 Click Stop.


For Windows 2000



b Double-click Administrative Tools.

c Double-click the Services icon.

5 Select the appropriate server







6 Choose Action > Stop.

Uninstalling an AR System Server

Follow this procedure to uninstall AR System.

The uninstall process does not remove the AR System database from yoursystem. This way, your data and structures remain intact, so that you canchoose to upgrade the AR System database if you reinstall the server.

If you uninstall an AR System server and install another server, the installerdetects the existing AR System database, and you are presented with thescreens for an upgrade or overwrite process, not a new installation process.

In other words, even if you uninstall an AR System server, when you run theinstaller, you will receive the screen giving you the option to upgrade oroverwrite the AR System database, and the installation directory screen willshow an FTS directory.


Uninstalling an AR System Server

1 Choose Start > Settings > Control Panel.

2 Double-click the Add/Remove Programs icon.

The Add/Remove Programs Properties dialog box appears.

3 Select the AR System server from the list of installed software.

4 Click Add/Remove.



Uninstalling an AR System Server! 91

The Action Request System uninstallation dialog box appears.

5 Click OK.

The uninstallation process stops any AR System services that are running.

You might be prompted to remove shared files. It is generally safe to removeshared files, because the registry tracks the applications that use files.However, applications that do not use the registry may use a shared file, so if you are not sure of the impact of removing a shared file, do not remove it.

If you do not remove shared files, some server files will remain on yoursystem. You can remove these files manually. Check the uninstall log forinformation.

You are also prompted to remove folders and their contents. Remove theseitems only if you are sure that you want to remove everything from thespecified folder.





5 Preparing to Install the AR SystemMid Tier



Preparing to Install the AR System Mid Tier ! 93

CHAPTER5 Mid Tier

The Action Request System (AR System) mid tier enables user access

to AR System forms and applications through web browsers. The mid

tier resides on the web server machine. Typically, the mid tier is not

installed on the same machine as the AR System server, because themid tier is designed to communicate with multiple AR System servers.

Depending on your configuration, a single mid tier may suffice, or you

may install multiple mid tiers for additional scalability.

You can configure the AR System servers that the mid tier will

communicate with, along with other mid tier settings, in the

AR System Configuration Tool, which is included with the mid tier.

The mid tier requires advance configuration. This chapter describes

the requirements and provides checklists where you can check off

preparatory tasks and post-installation tasks as you complete them.

Note: Read the AR System 5.1 Release Notes before you perform any of

the steps in this chapter.


Configuring a Mid Tier Machine

The following components must be installed on the web server machinebefore you install the mid tier:

!

A supported web server! Java 2 Software Developer's Kit (Java 2 SDK), version 1.3. or above

Java 2 SDK is available from http://java.sun.com

http://java.sun.com/




94"Chapter 5—Preparing to Install the AR System Mid Tier

J p //j

! Crystal Web Component Server, if you will use Crystal Reports on the web

Crystal Web Component Server is available fromhttp://www.crystaldecisions.net and requires advance configuration.

In addition, at least one AR System 5.1 server must be installed on anaccessible machine. The server can be installed locally, but the mid tier istypically installed on a separate machine with network access to AR Systemservers.

Finally, you will need a supported web browser within your environment touse and configure the mid tier after it is modified.

Installing the Java Server Pages Engine

The AR System mid tier requires a supported Java Server Pages (JSP) engine.ServletExec 4.1.1 is bundled with the mid tier, and is installed with the midtier as part of the mid tier installation by default.

Throughout this documentation, instructions and procedures assume that you will install the supported version of ServletExec that is bundled with themid tier. The out-of-process version of ServletExec, ServletExec AS 4.1.1, andthe in-process version for Solaris and iPlanet, are bundled with the mid tierinstallers for HP-UX, AIX, Solaris, and Linux. The out-of-process version ofServletExec needs to be started manually after you install the mid tier when you install into the following configurations:

! Apache web server on Solaris, HP-UX, AIX, and Linux ! iPlanet web server on HP-UX and AIX

For these configurations, instructions for starting this version of ServletExecmanually are provided.


Although this document assumes that you will install the ServletExecbundled with the mid tier, if a compatible version of ServletExec is alreadyinstalled, you may choose to use your existing copy. However, if you do so, you are responsible for the configuration. In addition, you must also verifythe permission and ownership of the ServletExec files, as the mid tier

installation does not delete existing ServletExec files.

On UNIX, if you have an earlier version of ServletExec installed, you willd t th i ti di t b f i t lli S l tE


http://www.crystaldecisions.net/






Preparing AR System Servers for the Mid Tier! 95

need to remove or rename the existing directory before installing ServletExec4.1.1. If you choose to install ServletExec 4.1.1 in the mid tier installationscript, you should remove or rename the existing ServletExec directorybefore running the script.

To use a different JSP engine, you will need to install and enable that enginebefore you install the mid tier.

Basic testing has been performed using several of the major JSP engines, butfull functionality cannot be guaranteed with a different JSP engine.

For more information on product compatibility, refer to the compatibility

matrix at: http://supportweb.remedy.com

Preparing AR System Servers for the Mid Tier

If you will use centralized preferences, localized error messages, or a CrystalReports reporting server, you may want to configure these AR System serversbefore installing the mid tier. The mid tier installer prompts you to specifythese servers. If you specify them during the mid tier installation, you do notneed to set up these server connections in the AR System Configuration Toolafter installation. If you do not specify these servers during the mid tierinstallation, you use the AR System Configuration tool to do so afterinstallation.


Worksheet for Preparing to Install the AR System Mid Tier with All

Web Servers

To install the mid tier on any web server, you need installation, setup, andconfiguration information, some of which is specific to each web server. This

section covers general information for all types of web servers. Forweb-specific information, see the applicable worksheet in this chapter.

Prepare the system






Prepare the system

1 Review the AR System 5.1 Release Notes on the Customer Support website:

http://supportweb.remedy.com

2 Refer to the compatibility matrix to verify system requirements:

http://supportweb.remedy.com3 If a version of ServletExec earlier than 4.1.1 is installed, either uninstall that

version before installing the mid tier and ServletExec 4.1.1 or see the sectionentitled Installing the Java Server Pages Engine on page 94.


1 Record the mid tier installation directory.

The location must have adequate disk space and RAM, and be accessible toat least one AR System server locally or through a network. Clients must haveweb access to this location.

If you are installing on the same machine as an AR System server, choose aseparate directory for the mid tier.

Mid tier installation directory:______________________________________

The default directories are: UNIX: /usr/ar/mid tierWindows: C:\Program Files\AR System\Mid-Tier

2 Optionally, identify at least one AR System 5.1 server for the mid tier toconnect to.

If you do not specify servers during installation, you can do so after theinstallation.

AR System servers, with port and RPC numbers, if they have been assigned:

____________________________________________________________

____________________________________________________________

____________________________________________________________


3 Optionally, identify the preference server or servers to be used with the midtier.

If you do not specify preference servers during installation, you can do soafter the installation.

Preference servers must be AR System servers and must be entered in the listof AR System servers.

If you identify two or more preference servers, separate each entry with a

comma but no space for example: server1 server2 server3







Preparing AR System Servers for the Mid Tier! 97

comma but no space, for example: server1,server2,server3. . .

Preference servers, with port and RPC numbers, if they have been assigned:

___________________________________________________________

___________________________________________________________4 Optionally, identify the catalog server.

The catalog server must be an AR System server and must be entered in thelist of AR System servers.

Catalog server, with port and RPC numbers, if they have been assigned:

___________________________________________________________

Record information to enter at the installer promptsTo change the mid tier configuration password, perform the following:

1 Start the AR System Configuration Tool:

http://<web_server>:<port>/arsys/apps/shared/config/config.jsp

2 In the login screen, enter the default password: arsystem

3Click Change Password in the left panel.

4 Enter your new password.

After you complete the worksheets, continue with the installation of theAR System mid tier:

! For UNIX, refer to Chapter 6, Installing the AR System Mid Tier on UNIX .

! For Windows, refer to Chapter 7, Installing the AR System Mid Tier onWindows.


Preparing to Install the AR System Mid Tier with iPlanet

If you will use an iPlanet web server, you must disable the iPlanet JSP enginebefore you install the mid tier. Install the mid tier with the bundled versionof ServletExec after you disable the iPlanet JSP engine.

If you use the out-of-process version of ServletExec (ServletExec AS 4.1.1) you will also need to change the port number when you install the iPlanet

b S l tE AS 4 1 1 i b dl d ith th id ti f HP UX




web server. ServletExec AS 4.1.1 is bundled with the mid tier for HP-UX,AIX, and Linux. This version is also available for Solaris and Windows.

Warning:You should stop the iPlanet web server before you make anychanges to the configuration. In addition, you should refresh theWeb Server Administration Server page after you make changes,and if you are prompted to load configurations, do so. If you donot follow these guidelines, your web server could becomecorrupted.

To ensure that you prepare your system for the mid tier installation,complete the worksheet for your platform, and perform the appropriatepre-installation procedures as noted in the worksheet.

Worksheet for Installing the AR System Mid Tier on UNIX

with iPlanet

Use this worksheet if you are installing the AR System mid tier on UNIX withiPlanet. Copy this worksheet and complete a separate worksheet for each midtier you plan to install. This worksheet assumes that you have alreadyinstalled at least one AR System server.

Prepare the system

1 Ensure that you have root permissions to the UNIX machine.

User name: rootPassword: ___________________________________________________

2 Install the Java 2 JDK.

Java JDK installation directory: __________________________________




Ensure that the installer has write privileges to the Netscape configuration file

obj.conf ; otherwise, the installer will not be able to configure iPlanet for thereports and attachments features. Also, the ServletExec installer will not beable to install the JSP engine as a plug-in.

For information on the obj.conf file, refer to the ServletExec User Guide,

installed with ServletExec (<ServletExec_install_dir> /Documentation bydefault), or from the ServletExec web site at http://www.servletexec.com.

User name: __________________________________________________

http://www.servletexec.com/

http://www.servletexec.com/




Password: ___________________________________________________

Port number: _________________________________________________

7 Enter the installation directory for the web server:

Web server installation directory: __________________________________

8 Disable the iPlanet JSP engine.

Refer to Disabling the iPlanet JSP, Servlet Engine and Internal Java onpage 104 for instructions.

9 When you invoke the web server, include umask 077 in the web server startsequence to minimize security exposure.

Web browsers may submit data that records user password information inthe web server’s log file. This is a known security risk.

10 Install Java 2 SDK v1.3. or above.

Obtain Java 2 SDK for your platform from one of these web sites, or consult your software vendor. Download sites might change.

! Solaris and Linux — http://java.sun.com

For the updated JDK version for HP-UX and AIX, you can also go tohttp://java.sun.com/j2se and choose the link to the correct version andplatform ports.

11 Complete this step only if you are using IBM Java 2 SDK 1.3 with AIX .

Modify the IBM directory structure by creating the following symbolic links:

mkdir -p /usr/java/jre

ln -s /<ibm_sdk_install_dir>/jre/sh /usr/java/bin

ln -s /<ibm_sdk_install_dir>/lib /usr/java/lib

ln -s /<ibm_sdk_install_dir>/jre/lib /usr/java/jre/lib

http://www.java.sun.com/


http://java.sun.com/j2se




http://www.java.sun.com/






Worksheet for Installing the AR System Mid Tier on Windows with

iPlanet

Use this worksheet if you are installing the AR System mid tier on Windowswith iPlanet. Copy this worksheet and complete a separate worksheet for

each mid tier you plan to install. This worksheet assumes that you havealready installed at least one AR System server.

Prepare the system




1 Ensure that you have local Windows Administrator account privileges to theweb server box.

! Windows 2000—You must be able to change registry entries. Otherwise,

the AR System configuration tool that is installed with the mid tier will notsave changes.

! Windows NT—Administrator privileges are required so that the installercan install the mid tier as an NT service.

Windows Administrator ID and password:____________________________________________________________

2 Ensure that you have the following permissions for the web server.You need a user name, password, and Administration Server port number sothat you can access the iPlanet Administration Server. These parameters areestablished when iPlanet is installed.

User name: ___________________________________________________

Password: ____________________________________________________

Port number: _________________________________________________3 Complete this step only if iPlanet is not yet installed.

Install the iPlanet web server.

Do the following when you install iPlanet:

! Choose the “typical” option.

! If you will use the out-of-process version of ServletExec (ServletExec AS

4.1.1), choose a port number other than 8888 when you install iPlanet.ServletExec and iPlanet both use port 8888 by default, and this cannot bechanged during the ServletExec installation. Changing the port when youinstall the web server prevents conflicts.


4 Complete this step only if you will use the out-of-process version of ServletExec(ServletExec AS 4.1.1) and iPlanet is already installed .

If iPlanet is already installed and you will use ServletExec AS 4.1.1, changeeither the iPlanet port number or the ServletExec port number. Both iPlanetand ServletExec use port 8888 by default, so to avoid conflicts, at least one of

the port numbers must be changed.

To change the iPlanet port number, do the following:

a Stop the iPlanet admin server.



Preparing to Install the AR System Mid Tier with iPlanet ! 103

b Access the file<iPlanet_install_dir> /https-adminserv/config/magnus.conf.

c Edit the line Port 8888 to assign another port (Port 8080, for example).

d Restart the iPlanet admin server.

To change the ServletExec port number, install ServletExec with the mid tierand perform step 1 on page 101 after installation.

5 Disable the iPlanet JSP engine.

Refer to Disabling the iPlanet JSP, Servlet Engine and Internal Java onpage 104 for instructions.

6 Install Java 2 SDK v1.3. or later.

Obtain Java 2 SDK from http://java.sun.com.

Or, consult your software vendor. Download sites might change.

7 Optionally, install Crystal Web Component Server.

Install this component if you will use Crystal Reports on the web. CrystalWeb Components Server is available from http://www.crystaldecisions.net.

Crystal Web Components Server can be installed remotely. If it is notinstalled locally, you will need to share the mid tier installation directory withthe remote Crystal server, specifying the full path to this directory. Note thisdirectory path if you will access Crystal Web Component Server over anetwork.

Crystal Reports Web Component Server path:

____________________________________________________________









Disabling the iPlanet JSP and Servlet Engine

1 If it is not installed, install iPlanet 4.1.1 using the “typical” option.

2 Access the iPlanet administration page.

a Open a web browser.

b Enter http://<host_name>:<port_number>.

For example: http://myserver.mydomain.com:8050.

The iPlanet Server Manager screen appears. Your server should belisted in the Select a Server field



Preparing to Install the AR System Mid Tier with iPlanet ! 105

listed in the Select a Server field.

3 If you have two or more web servers, choose the target web server in thedrop-down 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.

7 Click the Servlets tab.

The Enable Servlets screen appears.

8 Do the following:

a Set Activate the Servlet Engine to No.

b Verify that Enable JSP option in the Servlets tab is set to No.

9 Click OK.

The Save and Apply Changes screen appears.

10 Click the Save and Apply.

A confirmation message appears.


12 Close the browser.13 Install the mid tier, following the procedure for your platform.

! UNIX—refer to Chapter 6

! Windows—refer to Chapter 7


Disabling the iPlanet internal Java

1 Use your web browser to log in to the iPlanet 6 administrative serverinterface.

2 Choose the Servers tab.

3 Click the Manage Servers Link.4 Select the webserver instance that will have ServletExec installed and click

Manage.

5 Click the Java tab.




6 Uncheck Enable Java Globally.

7 Uncheck Enable Java for class.

8 Click Apply Link.9 Click Apply Changes.

Refreshing the iPlanet Web Server

After you install the mid tier, you need to refresh the iPlanet web server toincorporate updates made to the configuration file during the mid tier

installation.

Refreshing the iPlanet web server

1 Access the iPlanet administration page.

a Open a web browser.

b Enter http://<host_name>:<port_number>.

For example: http://myserver.mydomain.com:8050.The Web Server Administration Server screen appears. Your servershould be listed in the Select a Server field.

2 If you have two or more web servers, choose the target web server in thedrop-down list.

3 Click Manage.

4 Click Apply in the upper right corner of the screen. The Apply Changesscreen appears.

5 Click the Load Configuration Files.

A message appears stating that the edits are loaded.


The Server On/Off screen appears.


7 Click Server On.

8 Click OK on the server start-up message.

9 Close the browser.

Preparing to Install the AR System Mid Tier with ApacheIf you will use an Apache web server, complete the installation worksheet toensure that your system is set up correctly.



Preparing to Install the AR System Mid Tier with Apache ! 107

Worksheet for Installing the AR System Mid Tier on UNIX with

ApacheUse this worksheet if you are installing the AR System mid tier on UNIX withApache. Copy this worksheet and complete a separate worksheet for eachmid tier you plan to install. This worksheet assumes that you have alreadyinstalled at least one AR System server.

Prepare the system

1 Install an ANSI C compiler and PERL software before you install ServletExec4.1.1 and Apache. Install the Apache web server and enable the DSO option.

2 Install the Apache web server and enable the DSO option.

3 Complete this step only if you are installing the mid tier on Red Hat Linux 7.xand you are using the Apache web server that is bundled with Red Hat Linux .

Edit the apache user ID.

The Apache web server bundled with Red Hat Linux 7.x runs with the userID apache. The shell for this account is set to

/bin/false so you cannot become superuser (su) to this ID.

To solve this, edit the password file:

Use the linuxconf user tool or vipw to access the password file. Delete the last

gecos field after the last colon (the /bin/false section).

4 Ensure that you have root permissions for the web server so that you canwrite to files and all parent directories.

5 When you invoke the web server, include umask 077 in the web server startsequence to minimize security exposure.

6 Web browsers may submit data that records user password information inthe web server’s log file. This is a known security risk.


7 Install Java 2 SDK v1.3 or later.

Obtain Java 2 SDK for your platform from one of these web sites, or consult your software vendor. Download sites might change.

For the updated JDK version for HP-UX and AIX, you can also go tohttp://java.sun.com/j2se and choose the link to the correct version andplatform ports.

8 Complete this step only if you are using IBM Java 2 SDK 1.3 with AIX .

Modify the IBM directory structure by creating the following symbolic links.

kdi / /j /j









mkdir -p /usr/java/jre

ln -s /<ibm_sdk_install_dir>/jre/sh /usr/java/bin

ln -s /<ibm_sdk_install_dir>/lib /usr/java/libln -s /<ibm_sdk_install_dir>/jre/lib /usr/java/jre/lib

If you do not run these commands before you install the mid tier, thenServletExec will not create the scripts that start and stop the ServletExec JSPengine, or update the web server configuration files. This step is unnecessaryif you are using Java 2 SDK 1.3.x with AIX.

Perform the post-installation task

1 Complete this step only if you use ServletExec AS.

Perform the procedure in the section Completing the Post-Installation Task for Apache Web Server on page 109.

This step is unnecessary if you chose to have ServletExec installed along withthe mid tier.

2 Complete this step only if you already installed the mid tier and the version of

ServletExec that is bundled with it on HP-UX, AIX, or Red Hat Linux.

Start ServletExec AS 4.1.1 manually.

Refer to Starting and Stopping ServletExec AS 4.1.1 Manually on page 111 forinstructions.


Completing the Post-Installation Task for Apache Web Server

When you install ServletExec separately, that is, if you do not choose to installServletExec as part of the mid tier installation, the ownership and groupname for ServletExec installation directories is root. To run correctly, the

group name for the StartServletExec script must be the same as those for themid tier and web server.

Changing Permissions in the ServletExec Directory

The binary download of Apache installs with root directory ownership. To



Preparing to Install the Mid Tier with Microsoft Internet Information Server ! 109

run a secure web site, the directory and file group permissions for the webserver, the runapache script, and the mid tier should all be set to the sameweb group ID.

1 Change to the ServletExec installation directory:

# cd <ServletExec_install_dir>

2 Change the ownership of the ServletExec directory, all subdirectories, andfiles to root by using the recursive option:

# chown -R root <ServletExec_install_dir>

3 Change the group name of the ServletExec directory, all subdirectories, andfiles to root by using the recursive option:

# chgrp -R <Web_Server_Group> <ServletExec_install_dir>

For further information, refer to the ServletExec documentation , installedwith the product: <ServletExec_install_dir> /ServletExecAS/Documentation

Preparing to Install the Mid Tier with Microsoft InternetInformation Server

Use this worksheet if you are installing the AR System mid tier on Windows.Copy this worksheet and complete a separate worksheet for each mid tier youplan to install. This worksheet assumes that you have completed theAR System server installation.


Worksheet for Installing the AR System Mid Tier on Windows

with IIS

Use this worksheet if you are installing the AR System mid tier on Windowswith IIS. Copy this worksheet and complete a separate worksheet for each

mid tier you plan to install. This worksheet assumes that you have alreadyinstalled at least one AR System server.

Prepare the system

1 Ensure that you have local Windows Administrator account privileges to the




web server box.

! Windows 2000—You must be able to change registry entries. Otherwise,

the AR System configuration tool that is installed with the mid tier will notsave changes.

! Windows NT—Administrator privileges are required so that the installercan install the mid tier as an NT service.

Windows Administrator ID and password:____________________________________________________________

2 Ensure that you have the following permissions for the web server.

Ensure that you have the correct logon information for the IIS administrator,so that you can access the IIS administration page.

User name: __________________________________________________

Password: ___________________________________________________

Port number: _________________________________________________

3 If it is not installed, install the IIS web server.4 Install Java 2 SDK v1.3 or later.

Obtain Java 2 SDK from http://java.sun.com.

Or, consult your software vendor. Download sites might change.

5 Optionally, install Crystal Web Component Server.

Install this component if you will use Crystal Reports on the web. Crystal

Web Components Server is available from http://www.crystaldecisions.net.


Crystal Web Components Server can be installed remotely. If it is notinstalled locally, you will need to share the mid tier installation directory withthe remote Crystal server, specifying the full path to this directory. Note thisdirectory path if you will access Crystal Web Component Server over anetwork.

Crystal Reports Web Component Server path:____________________________________________________________

Starting and Stopping ServletExec AS 4.1.1 Manually







Starting and Stopping ServletExec AS 4.1.1 Manually! 111

y

If you installed the mid tier and the version of ServletExec that is bundled

with it (ServletExec AS 4.1.1) in the following configurations, use thisprocedure to start ServletExec manually after you install the mid tier:

! Apache web server on Solaris, HP-UX, AIX, or Red Hat Linux

! iPlanet web server on HP-UX or AIX

The procedure assumes that ServletExec AS 4.1.1 has been installed.

Note: If you choose to install the mid tier with ServletExec AS 4.1.1 in anyother configuration, manual configuration of the web server and JSPengine is required. These configurations will not be supported.

Starting ServletExec AS 4.1.1 Manually

1 Navigate to the following directory:

cd <servletexec_41_as_install_dir> /

ServletExecAS/se-<hostname_instance>2 Assume the UNIX web user ID.

su <webuserid>

The web user ID (UID) is generally nobody, except on HP-UX where nobody may not be used.

For HP-UX, another UID must be created for the web user account (for

example, UID = web, GID = web).3 Start ServletExec 4.1.1.

./StartServletExec &

This command starts ServletExec AS 4.1.1 in the background.


4 Issue the exit command to assume your previous user ID (root).

5 Verify that ServletExec AS 4.1.1 is licensed and functioning.

a Go to http://<host_name>:<port_number>/servlet/admin in your webbrowser.

b Use the AR System Configuration Tool to perform a few basic operations,such as submitting a request.

Stopping ServletExec AS 4.1.1 Manually

There are two ways to stop ServletExec AS 4.1.1 manually.




! Issue the command ./StopServletExec in the directory

<ServletExec_install_dir> /ServletExecAS/se-<hostname_instance>

You can run this command while logged in as root. You do not need toassume the web user ID.

! Stop ServletExec AS 4.1.1 from the administrator page athttp://<host_name>:<port_number>/servlet/admin.

CHAPTER6 Installing the AR System Mid Tier onUNIX



Installing the AR System Mid Tier on UNIX! 113

The AR System mid tier requires advance configuration and certain

components. Before you install the mid tier, ensure that you have

completed the worksheets in the previous chapter for your platform

and web server.

The AR System mid tier installer performs the following tasks:

! Creates the installation directory, if required

! Places mid tier files and directories in the correct locations

! Installs and registers ServletExec 4.1.1





7 Note the current directory where the tar files were extracted. Enter the pathto that directory when prompted for the product directory name duringinstallation.

8 Change to the directory containing the installation program:

# cd arsystem

9 Perform the installation procedure in this chapter.

Running the AR System Mid Tier Installation Script



Running the AR System Mid Tier Installation Script! 115

This procedure upgrades the AR System mid tier or installs it for the firsttime.

The script writes a log file to /usr/tmp/mt_install.log.

Running the AR System Mid Tier Installation Script

1 Ensure that you have System Administrator privileges.

2 Ensure that a supported web server is installed and running on the machine.


If you are installing from the Action Request System 5.1 installation CD:

a Mount the CD either locally or remotely. For instructions, refer to Appendix C, Mounting a CD-ROM on a UNIX System.

b Change to the directory containing the AR System installation script asfollows:

# cd <CD-ROM_mount_point> /arsystem

The default mount point is /cdrom.

Refer to Appendix C, Mounting a CD-ROM on a UNIX System for detailson how to mount the CD.

If you are installing software obtained through Electronic SoftwareDistribution (ESD), or changing the default installation directory, refer toInstalling the Mid Tier from the Web on page 114 for instructions.

4 Run the AR System mid tier installation script:

#./mt_install


Welcome to the Action Request System(r) 5.1 Mid Tier installation.


5 At the prompt:

Do you wish to install Action Request System 5.1 mid tier (Y or N)> [Y]


! Type n to stop the installation script.


The following message appears after you press Enter:

A record of the installation will be preserved in /usr/tmp/mt_install.log

The following information also appears:



116"Chapter 6—Installing the AR System Mid Tier on UNIX

! AR System product and copyright information

!

Your UNIX version information! Space requirements for mid tier installation

6 At the prompt:

Have you completed the pre-installation tasks described in the ActionRequest System Installation Guide? [Y]

You must install and configure certain components before you install the

mid tier. If you have not yet done so, refer to the installation worksheet for your platform and web server in Chapter 5 for information. The mid tier willnot install or function correctly if you do not prepare your system.





Action Request System 5.1 mid tier will not install unless you have acompatible JDK installed on your system. Refer to the Action RequestSystem 5.1 mid tier release notes for compatibility information.

7 At the prompt:

Have you installed a compatible version of JDK? If not, exit the installation

now and install JDK first. Continue? [Y]Do one of the following:





Please select the web server you will be using with Action Request System5.1 mid tier.

Type A or a for Apache web server

Type I or i for iPlanet 4.0 web serverType J or j for iPlanet 6.0 web server

Type O or o for other web server

Type Q or q to CANCEL the install

8 At the prompt:




8 At the prompt:

Enter your selection:

Enter the letter that designates your web server. A supported web server mustbe installed to install the mid tier. If you have not installed a supported webserver, terminate the installation and install a web server.

9 At the prompt:

Please enter the web server install directory. (for example,'<web_server_install_directory>'):

Enter the directory where the web server you selected in step 8 is installed.

The following message appears.

**********************************************************

Action Request System 5.1 mid tier requires a JSP Engine to functioncorrectly.

Do you have a JSP Engine installed?

*********************************************************

Please type Y or y if you have a JSP Engine installed

Type N or n if you do not have a JSP Engine installed


If ServletExec 4.1.1 is installed, the mid tier can use your installed copy of

ServletExec. If you have an earlier version of ServletExec, you should chooseto install ServletExec 4.1.1 and remove or rename the existing directorybefore installing ServletExec 4.1.1. Earlier versions of ServletExec are notcompatible with the mid tier.

If ServletExec is not installed, you can choose to install it as part of thisinstallation.


10 At the prompt:



! Type n if you would like to install ServletExec 4.1.1.

The following message appears.You do not have a JSP Engine installed. Action Request System 5.1 midtier will not function without one.

Would you like to install ServletExec from NewAtlanta?

Type Y or y to install ServletExec from NewAtlanta




yp y

Type N or n to CANCEL the install

Go to step 11.

! Type y if another JSP engine is installed and you want the mid tier to use it.


Please select the JSP engine you will be using with Action RequestSystem 5.1 mid tier.

Type S or s for New Atlanta ServletExec

If you choose this option, the product directory message appears. Go tostep 12.

Type O or o for another JSP engine

If you choose this option, the product directory message appears. Go tostep 12.


11 At the prompt:



! Type n or q to terminate the installer script.

! Type y to install ServletExec when the mid tier installer completes.


The product directory message appears as follows:

************************************************************

Please enter the product directory name.

This is the name of the CD mount directory, for example /cdrom

************************************************************

12 At the prompt:

Enter the product directory name: [/cdrom]




p y [/ ]

Enter the directory containing the mid tier files to be installed:

/<CD-ROM_mount_point> /cdrom

For ESD downloads, enter the directory of the installation program.

Refer to Installing the Mid Tier on UNIX from the Web on page 114 for furtherinformation.

The script confirms the path for the install files:

Product_path = <product_directory_name>


Select the directory in which to install Action Request System 5.1 mid tier.

13 At the prompt:

Directory to install Action Request System 5.1 mid tier? [/usr/ar/mid-tier]


! Press Enter to accept the default installation directory.

! Enter an installation directory.

If an AR System server is installed on this machine, you should install the midtier into a separate directory. One mid tier can service multiple AR Systemservers.

The following confirmation message appears:

Action Request System 5.1 mid tier will be installed in the <your valuehere> directory.




16 At the prompt:

For a new installation, enter the full pathname to the base directory orchoose the default [/usr/local/NewAtlanta]>


! Press Enter to accept the default installation directory.

! Enter another directory.

The ServletExec license agreement appears.

17 At the prompt:

Do you accept these license conditions? [yes]>

D f h f ll i





! Press Enter to accept the license agreement.! Type n to terminate the installation.

18 When the following ServletExec readme text appears, enter the number ortext from the list.

Select the web server type on which to install :

1. <installed web server 1>

2. <installed web server 2>. . .

Enter number or text [1]>

If you are installing with iPlanet on Solaris, go to step 21 on page 122.

If you are installing with Apache or iPlanet on HP, AIX, or Linux, go tostep 19.

19 At the prompt:Would you like to install:

1) a web server adaptor and an instance of ServletExec.

2) only a web server adaptor.

3) only an instance of ServletExec.

[1]>

Type 1 unless you are certain that you have an existing web adapter. Mostinstallations require the first choice.

If you are installing with Apache, go to step 20, otherwise go to step 21. If you

chose iPlanet at step 18, and iPlanet is not installed at /usr/netscape, you willsee a message that prompts you for the directory name of the Netscape webserver installation.


20 Enter the Apache installation directory at the prompt:

Enter the directory name of your Apache Server installation.

[/usr/local/apache]>

Go to step 23.

21 If you only have one Netscape web server, go to step 22.

At the prompt (iPlanet on Solaris):

Choose one of the following <web server> installations upon which toinstall ServletExec, or enter the full pathname to the root directory forsome other installation:

1) /usr/netscape/server4




1) /usr/netscape/server4

2) /usr/netscape/suitespot

Enter the number that corresponds to the installation to use.

The following confirmation appears:

Using <your_selection_here>

22 At the prompt:

Enter one of the following <web_server> servers in which to install

ServletExec:1) https-admserv

2) httpd-myserver.mydomain.com

Enter the number that corresponds to the server to use. Do not choose the

administration server, which is typically the first choice, https-admserv.

23 This step only applies when you are installing ServletExec Application Server(AS).

At the prompt (Apache, or iPlanet on HP or AIX):

Enter a unique name for this instance of ServletExec AS.

(To add other instances, run this installer again.)

[<hostname>]

Enter an instance name. The host name of the machine you are installing on

is chosen by default, but you can enter another name.After you enter a name, you receive ServletExec installation confirmationmessages, or a message telling you which user Netscape chose.




36 At the prompt:

Is this correct? [y]


! Press Enter to continue

!

Type n to make corrections. Return to step 34 on page 125.


Action Request System 5.1 mid tier installation complete.

37 If necessary, perform the appropriate post-installation tasks listed in theinstallation worksheet for your platform and web server. Reboot your systemafter you install AR System




after you install AR System.




Uninstalling the Mid Tier on UNIX

The uninstallation procedure included here describes ServletExec only. If you installed the mid tier with another JSP engine, refer to that product’sdocumentation for information.

Uninstalling the Mid Tier

1 If you are using a copy of ServletExec that was installed separately from themid tier, stop the ServletExec process. You can stop ServletExec two ways:

! Issue the command ./StopServletExec in the directory:

<ServletExec_install_dir> /ServletExecAS/se-<instance_name>




You can run this command while logged in as root. You do not need toassume the web user ID.

! Stop SerlvetExec AS 4.1.1 from the administrator page at:http://<host_name>:<port_number>/servlet/admin

2 Stop the web server.

3 Uninstall ServletExec installer.

a Run the ServletExec installer.

b At the prompt for the installation directory, choose the existingServletExec 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.Navigate to the parent directory of the mid tier installation directory andissue the remove command:

rm -rf <mid_tier_install_dir>



CHAPTER7 Installing the AR System Mid Tier onWindows



Installing the AR System Mid Tier on Windows ! 131

The AR System mid tier requires advance configuration and certain

components. Before you install the mid tier, ensure that you have

completed the worksheets for your platform and web server in the

previous chapter.

The AR System mid tier installer performs the following tasks:

! Creates the installation directory, if required

! Places mid tier files and directories in the correct locations

! Installs and registers ServletExec 4.1.1, if you choose to install

ServletExec

! Adds the following to the start of the %PATH% string: <Webtier Install

dir\Web-inf\lib>

! Installs the required DLL and sets up the driver for Crystal Reports



Installing the AR System Mid Tier on Windows

The following procedure contains instructions for installing the mid tier witheither iPlanet or IIS.

You can cancel installation any time. However, information you entered willnot be saved.

Installing the AR System Mid Tier with the Installer

1 Ensure that a supported web server is installed and running on the machine.


! From CD



132"Chapter 7—Installing the AR System Mid Tier on Windows

From CD

Log in to Windows as an administrator and insert the CD into the drive.

If autorun is enabled, the CD browser opens. Click AR System Mid Tier.

If the CD browser does not start, open the mid tier installer, midtier.exe.

! From ESD

If you downloaded the midtier.exe file to a location where you will not

install AR mid tier, copy the downloaded directory and its contents to themachine where you will install it.

Run the midtier.exe file.

When you run this file, the installation files are unpacked into a temporarydirectory and the Setup program starts.

The Select Language screen appears.

3Choose a language for this installation.The Welcome screen appears.

4 Click Next.

The Choose Destination Folder screen appears.

If you are installing the mid tier on a machine with one or more AR Systemservers installed, install the mid tier into its own directory. One mid tier canservice multiple AR System servers.




! To use another installed JSP engine, select that engine in the list. You mustconfigure your JSP engine to communicate with the mid tier.

! If you do not have a JSP engine installed, or your JSP engine does notappear in the list, select Other. The mid tier will not be configured for aJSP engine.

9 Click Next.

If you are not using iPlanet and did not choose ServletExec as the JSP engine,go to step 10. If you are using iPlanet and chose ServletExec as the JSP engine, you will receive this message:




Ensure that you have disabled the iPlanet JSP engine, according to theprocedure Disabling the iPlanet JSP, Servlet Engine and Internal Java onpage 104. Click OK to dismiss the message and continue.

10 The Server Properties screen appears. Configure the AR System servers thatthe mid tier will connect to.

Use the Add, Modify, and Remove buttons to configure the list of servers.Identify the servers by the host name, or the server name specified when theAR System server was installed. If you are not using a portmapper, specify theport numbers.

You can continue with the installation without entering servers in the list.You can add, modify, and remove servers after installation using theAR System Configuration Tool.

11 Click Next.

The Preferences Servers screen appears.

12 Configure specific types of servers that the mid tier will connect to.

! If you have configured preference, catalog, or report servers, enter thenames of each server in the appropriate field. Servers entered here willappear in the AR System Configuration Tool, and be available to the midtier. If you have not configured servers for these purposes, leave the fieldsblank.

! If you enter an AR System server here, that server must also be entered inthe previous screen, Server Properties.


! If the local machine is not a preference, catalog, or report server, removethe local machine name from the fields.

! To identify multiple preference servers, enter the server names separated

by commas, but no spaces. For example: server1,server2,server3, andothers.

! Enter only one catalog server, and one report server. The mid tier can onlyaccess one of each of these types of servers.

13 Click Next.

The Summary screen appears.

14 Click Next.

If you did not choose to install ServletExec, go to step 19.



Installing the AR System Mid Tier on Windows! 135

y g p

If you chose to install ServletExec, the following message appears.

15 Click Yes to start the ServletExec installer.

The Welcome screen appears.

Note: If you click No, you are asked if you want to install the mid tier withoutServletExec. If you click No again, the mid tier installation terminates,and a message listing the location of the installation log file appears. To

install the mid tier, you must start the installer again. The values youentered up to this point will not be saved.

16 Click Next.

The ServletExec license agreement appears.

17 Click Yes to accept the agreement.

You cannot install ServletExec unless you accept the license agreement. If youclick No, installation terminates.

18 Click Next.

The Choose Destination Location screen appears.


19 Click Next to accept the default directory, or click Browse to select anotherdirectory, and then click Next.

The installation begins.

20 Select only one web server for ServletExec to manage and click Next.

The ServletExec installation begins.

The following prompt appears if you are using iPlanet.




If you are using IIS, you will get a warning telling you to stop the IISAdministrative server.

21 Click Yes or No to continue with the installation.

! iPlanet only : Click Yes and the program will update the obj.conf file, back

up your original obj.conf file, and inform you of the location of the

Install.log file for information. The DOS Command Prompt may bedisplayed briefly. Press Enter to continue.

An Information screen appears.

Click OK to continue the installation.

! Click No to reach the Setup Complete screen.

If you choose No, you must set the configurations manually. For

instructions, refer to the ServletExec documentation, located in theServletExec installation directory,

<ServletExec_install_dir> /Documentation.

An Information screen appears.

Click OK to dismiss the information screen and continue with theinstallation.

The InstallShield Wizard Complete screen appears.

22 Click Finish to install ServletExec and the mid tier.

A series of status messages appear, showing the mid tier installation progress.

The AR System mid tier Setup Complete screen appears.




Uninstalling the Mid Tier on Windows

This procedure contains instructions for uninstalling the mid tier withServletExec. If you used another JSP engine, refer to that product’sdocumentation for information.

You will be prompted to choose whether to remove DLLs that the mid tieruses. If you choose not to remove all DLLs, some mid tier files will remain onthe system. You can inspect the uninstall log file and remove files manually.Applications are not uninstalled by the mid tier uninstallation program.

Uninstalling the Mid Tier

1 If you are using the out-of-process version of ServletExec or ServletExec AS,




stop ServletExec.

2 Stop the web server.



The Add/Remove Programs screen appears.

5 Select Action Request System 5.1 Mid Tier from the list of applications.6 Click Add/Remove.

The Action Request System uninstallation screen appears.

7 Click OK to confirm your selection.

You may be prompted to remove shared files. It is generally safe to removeshared files, because the registry tracks the applications that use files.

However, applications that do not use the registry may use a shared file, so if you are not sure of the impact of removing a shared file, do not remove it.

If you do not remove shared files, some mid tier files will remain on yoursystem. You can remove these files manually. Check the uninstall log forinformation.

If you reinstall the mid tier on the same machine, you will need to manuallyremove the extra ServletExec application entry created by the mid tier

installer.


Verifying the Mid Tier Installation

If you encounter any problems with ServletExec, first ensure that the productinstalled successfully. To do so, verify the registration.

Verifying the ServletExec Registration and Settings

1 Open your ServletExec Admin page. Windows only : Choose

Start > Programs > New Atlanta ServletExec 4.1 ISAPI >ServletExec Admin (for IIS)

Start > Programs > New Atlanta ServletExec 4.1 NSAPI >ServletExec Admin (for iPlanet)Or

G h // b / l / d i b b



Verifying the Mid Tier Installation! 139

Go to http://<web_server>/servlet/admin in a web browser.

2 Verify that a license key appears in the License Key field.

If no key appears, contact Customer Support.

3 Click classpath under Virtual Machine in the left panel.

4 Verify that the tools.jar file appears in the class path list.

5 Click Manage (in version 4.1) under the Web Applications in the left panel.6 Verify that the web application ARSYSTEM appears in the list.

Verifying Virtual Options

1 Choose Web Application > Manage on the left panel.

2 Choose ARSYSTEM under the Configure column.

3 Fill in the following information:! Application Name: ARSYSTEM

! URL Context Path: /arsys/

! Location: <File system path for the mid tier install directory that youcreated in step 1>





CHAPTER8 Installing AR System Clients onWindows



Installing AR System Clients on Windows! 141

AR System includes several client tools designed for various types of

user and administrator access. Clients are available for Windows only,

and must be installed on the machines that users and administrators

use to access AR System. The three clients that can be installed

separately, AR System Administrator, AR System Windows User Tool,and AR System Alert, are discussed in this chapter. This chapter

describes what you need to do to prepare target systems for

installation, and provides installation instructions for each client.



Preparing to Install AR System Clients

Before you install any clients, you should familiarize yourself with thefollowing topics:

! User configuration directory.

Also known as the Home directory. Use a separate directory for local userinformation.

! Default Home directory.

! Third-party components installer.

AR System Windows clients require third-party components to functionproperly. Refer to Required Third-Party Components on page 143 for more

information.



142"Chapter 8—Installing AR System Clients on Windows

information.

User Configuration Directory

The user configuration directory stores coding and user-specificconfigurations, such as preferences and saved searches. However, if youchoose the centralized preferences option, your user configurations arestored in the centralized preferences directory.

When you upgrade, the installers prompt you to identify an existing userconfiguration directory. When you install AR System clients for the firsttime, the installers prompt you to create a user configuration directory in alocation that you specify.

To ensure that clients share the user configuration directory, specify the same

directory path when you install each client. After the installation, you cancreate a separate directory for each user.

Default Home Directory

The default Home directory contains the settings for the default user that isprovided with the installation. The default user is Demo. There is no

password for this user. You are provided with a default user so that you canimmediately access AR System to verify the installation and create additionaluser accounts.


Required Third-Party Components

AR System Windows clients require certain third-party components forfunctions such as viewing help files, communicating with networkapplications and databases, and supporting the Windows Socket API(Winsock).

AR System provides a third-party installer (Redist.exe)that is actually acollection of individual executables that launch separate installers for eachcomponent. Before you install any AR System clients on Windows 95,Windows 98, or Windows NT, run this installer to verify existingcomponents and install what you need. Windows 2000 and Windows MEmachines generally do not require updating because the latest versions ofthese components are included with the operating system.



Preparing to Install AR System Clients! 143

If you attempt to install a AR System client on a machine which does not haveone or more of the required components, the missing components will belisted, and you will be prompted to run the third-party installer. Only thecomponents required by your system will be installed, so the installation willvary from machine to machine. In most cases, the third party componentsare installed into the system directory or as System Registry entries.

Third-party components may be used by other software (unrelated toAR System), so some components may be already installed. However, theinstalled components might not be the required versions for AR Systemclients. In cases where other software may depend on earlier versions of thethird-party components, back up those components before you run thethird-party installer. After you install the versions required by AR System,

test compatibility by performing tasks with the other software that requirethe components.

Note: Most of the installers for the Microsoft third-party components arealso available as separate executables you can obtain from the

Microsoft website at www.microsoft.com. If you are a SystemAdministrator, you may want to have these components pre-installedon the users’ machines, before having end-users run an AR Systemclient installer on their systems.


The components available in the Redist.exe installer are listed in thefollowing table. If your platform is listed in the right column, then theRedist.exe installer will check your system. You will be prompted to installonly those components that are not detected on your system.

Executable Component Platform and Function

50comupd.exe CommonTools

Windows 95, Windows 98, and Windows NT

This is the Windows Common Tools/Microsoft Windows Update.

DCOM95.EXE DCOM95 Windows 95 and Windows 98

Component Object Model (COM) providesAR System clients with the underlying services

of interface negotiation, life cycle management(determining when an object can be removed




( g jfrom a system), and event services (puttingone object into service as the result of an eventthat has happened to another object). COM isnecessary for the support of OLE Automationin Active Links and is required to integrateAR System client software with third-partysoftware that supports COM.

HHUPD.EXE HTML HelpInstallationand Updatepackage


This component provides browsing help forsystems using the Microsoft HTML Helpstandard interface.

MDAC_TYP.EXE MicrosoftData AccessComponent


Microsoft Open Database Connectivity(ODBC) is a standard application

programming interface (API) for accessing adatabase. ODBC is required for the AR Systemclients to communicate with ODBC clients ofthe underlying database. ODBC clients includeMicrosoft Access and Microsoft Excel. ODBCenables creating and viewing of CrystalReports as well.

ws2setup.EXE Winsock 2 Windows 95 and Windows 98

Winsock is a support system to enable theSockets interface. Sockets is a method forcommunicating between a client program anda server program in a network. A socket isdefined as “the endpoint in a connection.”AR System clients need Winsock to connect toAR System servers.


Running the Third-Party Components Installer


! CD—Install the AR System server using the CD Browser. Log in toWindows as an administrator and insert the CD into the drive. The CDbrowser opens automatically if autorun is enabled. If it is not, start

Redist.exe.! ESD—Copy the downloaded directory and its contents to the location

from which you will install Action Request System.

If you downloaded Action Request System by using the Sm@rtCert clientonto a platform where you will not install Action Request System, copy thedownloaded directory and its contents to the computer where you willinstall Action Request System. For example, if you used the Solaris

Sm@rtCert client to download the Action Request System for Windows,th di t d it t t t Wi d hi




copy the directory and its contents to your Windows machine.

From the download directory, run the file Redist.exe.

When you run this file, the installation files are unpacked into a temporarydirectory, the Setup program starts, and the Choose Setup Languagescreen appears.

2 Choose a language and click OK.The Welcome screen appears.

3 Click Next.

The Third-Party Tools Installer information screen appears.

Review the text in this screen for information about the components that willbe installed, then click Next.

At this point, the installer scans your system, and if a required component isnot detected, you will be prompted to choose whether to install thecomponent. If you choose to install a particular component, the individualMicrosoft installer for that component starts. Table 8-1 on page 148 lists theprompts that can appear. You will only receive prompts for components thatare not detected, so you may not receive every prompt.


The Microsoft Data Access Component (mdac_typ.exe) is not a singlecomponent, but a collection of files that pertain to a dynamic link library(DLL). Therefore, MDAC cannot be detected as a single component. TheRedist.exe installer scans for two dll files (odbc32.dll and odbcan32.exe) thatmay indicate that the component is on the system. Therefore, you may beprompted to install MDAC even if you have the most recent version installed.

To verify installed components, go to the next step where you obtain a logshowing detected files. If you are certain that you do not have the latestversion of MDAC, you can skip the next step and go to step 7 on page 150.

4 To verify existing versions of any installed components before you install newversions, perform these steps:

a Click No at each component prompt. Component prompts start with thistext:The AR System needs <component_executable_name> for




communication. . .

b At the Setup Complete screen, click Finish.

c Inspect the third-party component installer log for information about

detected components. Go to your Temp directory and open the file

rd_install.log.


Following is a sample rd_install.log file from a Windows NT system. The

<installer_screen_text> indicates the installer prompts which have beenremoved:

This is a AR System installation log file for Third Party Tools.

Checking ODBC...

Found odbc32.dll at C:\WINNT\System32\ Found odbcad32.exe at C:\WINNT\System32\

<installer screen text>

Checking Comupd...

The version number for comctl32.dll is 5.80.2614.3600

<installer screen text>

Checking html help...--First check IE version




First, check IE version...

--The current version number for Shdocvw.dll is 4.72.3110.3

Found\CLSID\{adb880a6-d8ff-11cf-9377-00aa003b7a11}\InprocServer32, andthe value is C:\WINNT\System32\hhctrl.ocx

The current version number for hhctrl.ocx is 4.73.8561.0 and it is not up

to date.


5 Install necessary components

Table 8-1: Component Prompts

If the message starts with Action

The AR System needsmdac_typ.exe ...

This indicates that the required version ofMicrosoft Data Access Component was not

detected. However, for this component, youshould verify whether MDAC is installed byperforming the previous step.

To preserve any existing versions that may beinstalled, click No. You will need to test theAR System client with the installed version.

To install the required version, click Yes.

If you click Yes, the Microsoft installer willstart. Install the component:

A h W l li k C i




! At the Welcome screen, click Continue.

! At the installation directory screen, click the

computer icon.

! At the screen which states Microsoft Data

Access 2.1 Setup was completed

successfully, click OK.

The installer mdac_typ.exe terminates. Ifanother component was not detected, you areprompted to install it.

Warning For Windows 95 machines that donot have the Microsoft Data AccessComponent (mdac_typ.exe) installed, youmust run the Redist.exe installer to install theDCOM component first and then immediatelyrestart the computer before proceeding toinstall the Microsoft Data Access Component(mdac_typ.exe).


The AR System needs50comupd.exe ...

This indicates that the required version ofWindows Common Tools/ MicrosoftWindows Update was not detected.

You can choose Yes or No.

If you choose No, you will need to test theAR System client with the installed version.

If you choose Yes, and the correct version ofthe component exists, the installer will confirmthis.

If you click Yes and the component needs to beupdated, the Microsoft installer will start.Install the component.

The installer is not interactive, so the nextmessage you receive will confirm that thet l h b i t ll d

If the message starts with Action




common tools have been installed.

! You will be prompted to restart your

machine.

To continue installing third-partycomponents, click No. You will be promptedto install the next component that was not

detected.If you click Yes, you will need to restart thethird-party installer.

The AR System needs hhupd.exe...

This indicates that the required versions ofHTML Help and Windows Common Tools/Microsoft Windows Update were not detected.

You can choose either Yes or No.

If you click No, you will need to test theAR System client with the installed version.

If you choose Yes, and the correct version ofthe component exists, the installer will confirmthis.

If you click Yes and the component needs to beupdated, the Microsoft installer will start.

The installer is not interactive, so the next

screen you see will confirm that HTML Help1.31 update is complete.

Click OK.

DCOM98 (For Win 95 only)

win2setup (For Win 95 only)


6 When all the installations are complete, the summary screen appears. ClickFinish. If you were prompted to restart your machine after any of theinstallers, restart the machine now.

7 Continue with AR System client installations.

AR System AdministratorAR System Administrator is required to configure AR System servers, createforms and workflow, and create user accounts. A separate tool, AR SystemImport, is installed together with AR System Administrator. AR SystemImport provides the capability to import data from a variety of sources intoAR System forms.

AR System Administrator can be installed on Windows server machines toprovide local administration. It can be installed on Windows client machines




with network access to Windows or UNIX AR System servers to provideremote administration.

If you have elected to use centralized preferences, one of the AR Systemservers entered should be a preference server.

For complete functionality, Microsoft Internet Explorer (IE) 5.5 or greatermust be installed on the client machine where you will install AR SystemAdministrator. If IE 5.5 or greater is not installed, some AR SystemAdministrator functions will not be enabled.

AR System Windows User Tool

AR System Windows User Tool is used to submit new AR System requests,search existing requests, and perform some administrative functions, such asexporting data.

AR System Windows User Tool can be installed on Windows servermachines to provide local access. It can be installed on Windows clientmachines with network access to Windows or UNIX AR System servers to

provide remote access.


Two optional components are available for AR System Windows User Tool.The Crystal Reports option installs the Crystal Reports engine libraries thatenable users to print predefined Crystal reports. This is an alternative to theAR System Windows User Tool reporting function. You must install thisoption to use Crystal Reports for report generation. You do not need toinstall this option if you will use the reporting capability only to export data.

The ODBC option installs the AR System ODBC driver, which offerscompatibility with a range of ODBC clients such as Microsoft Access andMicrosoft Excel. This option is required for Crystal Reports. If you choose toinstall the Crystal Reports option, this option will also be installed.

AR System Alert

AR System Alert informs users when they have received alerts from anAR System server An alert contains information about AR System




AR System server. An alert contains information about AR Systemtransactions, such as ticket assignments or escalations.

AR System Alert can be installed separately, so users can install AR SystemAlert even if they will not install AR System Windows User Tool. Alerts canbe viewed in AR System Windows User Tool and through a web browser, if

the mid tier is installed and the AR System administrator has enabled alertson the web.

AR System Alert will not process notifications from a version of theAR System server earlier than 5.1. However, Remedy Notifier and AR SystemAlert can be installed on the same machine, and will process notificationsfrom different versions of AR System servers.

If users will access alerts with AR System Windows User Tool, ensure thatAR System Windows User Tool is upgraded to version 5.1 before installingAR System Alert.

For information on configuring a server to process alerts, refer to theConfiguring AR System guide after you install AR System Alert.


AR System Client Installation Worksheet

Use the following worksheet to ensure that you have prepared the clientmachine and that you have all the information you will be prompted for bythe AR System client installer available. When you have completed theworksheet, you can install AR System clients. For instructions, refer to the

following section.

Review the AR System 5.1 Release Notes on the Customer Support website athttp://supportweb.remedy.com

Worksheet for Preparing to Install AR System Clients

Verify the operating system requirements in the compatibility matrix athttp://supportweb.remedy.com

1 Choose one of the following options:








1 Choose one of the following options:

! For AR System Administrator, ensure that Internet Explorer 5.5 or greateris installed locally.

! For AR System Alert, if you are upgrading a client machine that usedRemedy Notifier, and you will replace Remedy Notifier, upgrade

AR System Windows User Tool to version 5.1. Complete this step only ifusers will access AR System Alert through the AR System Windows UserTool client. If users will access AR System Alert through a web browser,skip this step.

! For AR System Windows User Tool, if you have not installed any otherAR System 5.1 clients, run the Third-Party Components installer

(Redist.exe) to ensure that your system has required components.

You need to run the Third-Party Components installer only one time ona machine. If you have already installed other AR System clients, you mayhave already run the Third-Party Components installer.

2 Record the AR System servers that AR System Alert will connect to, alongwith the TCP and RPC port numbers, if you assigned them. (Skip this step if you registered the AR System server with a portmapper. For moreinformation, refer to Registering with a Portmapper on page 31.)

_______________________________________________

_______________________________________________

_______________________________________________

_______________________________________________


3 Specify the default Home directory location.

______________________________________________

4 For AR System Windows User Tool, choose the optional components toinstall.

__ Crystal Reports

__ ODBC5 Install AR System Alert.

For instructions, refer to Installing an AR System Client .

Although not required to install the AR System client, at least one ActionRequest System 5.1 server must be installed before you can use the installedclient. The AR System server can be installed locally or accessible through anetwork. The AR System client installer prompts you to identify the

AR System servers that will be available. If you have elected to use centralizedpreferences, one of the AR System servers entered should be a preference



Installing an AR System Client! 153

server.

Installing an AR System Client

This procedure provides instructions for installing AR SystemAdministrator, AR System Windows User Tool, and AR System Alert. Stepsapply to each client unless otherwise noted.

Running the AR System Client Installers

1 Exit any AR System client tools that are running.


! From CDLog in to Windows as an administrator and insert the CD into the drive.

If autorun is enabled, the CD browser opens. Click AR System Clients.

If the CD browser does not start, open the appropriate client installer:

! admin.exe (AR System Administrator)

! user.exe (AR System Windows User Tool)

! alert.exe (AR System Alert)


! From ESD

If you downloaded AR System clients to a location where you will not install AR System clients, copy the downloaded directory and its contentsto the machine where you will install the clients. For example, if you usedthe Solaris Sm@rtCert client to download Action Request System forWindows, copy the directory and its contents to your Windows machine.

From the download directory, run the appropriate client installer:

! admin.exe (AR System Administrator)

! user.exe (AR System Windows User Tool)

! alert.exe (AR System Alert)

When you run this file, the installation files are unpacked into a temporary

directory, and the Setup program starts.

At any time during setup, you may exit the installer. However, your settings




y g p y y y gup to that point in the installer are not saved when you return.

For AR System Administrator

If you are alerted that Internet Explorer 5.5 or later is not installed, click OK.You will need to install IE 5.5 after you install AR System Administrator.

The Welcome screen appears. Go to step 8 on page 155.For AR System Windows User Tool and AR System Alert

The Choose Setup Language screen appears. The default language selectionis the locale language of the operating system. However, you can change theselection.

3 Choose a language and click OK.

The Welcome screen appears.4 Click Next.

For AR System Administrator and For AR System Windows User Tool

The Select Components screen appears. Go to the next step.

For AR System Alert

The Select Action Request System Resource screen appears.

Go to step 7.

5 Select the optional components to install.

Both options are selected by default, but you can deselect them.


6 Click Next.

The Select Action Request System Resource screen appears.

7 Select the language or languages for this installation.

English is selected by default on English language systems.

On non-English language systems, English and the operating system

language of the local system, if available, are selected.

English cannot be deselected because English is required to submit requeststo Customer Support.

You can select multiple languages.

8 Click Next.

The Choose Destination Folders screen appears.

9 Select installation folders.

For information about the user configuration directory, refer to User



Installing an AR System Client! 155

For information about the user configuration directory, refer to UserConfiguration Directory on page 142.

10 Click Next when you are finished.

The AR System Server Locations screen appears.

11 Enter the AR System servers that the AR System client will connect to.

Use the Add, Edit, and Remove buttons to configure the list of servers.Identify servers by the server name, which is either the host name or the nameentered during AR System server installation.

If you plan to use centralized preferences, one of the servers should be apreference server. Refer to Centralized Preferences on page 28.

If any clients have been installed on this machine, the AR System serversconfigured in the previous installation will be listed.

At least one AR System server must be available to use the AR System client.After installation, you can add, modify, and remove servers when you log into the client.

12 Click Next when you have finished.

The Summary screen appears.

13 Review your selections.

To change settings, click Back until you reach the target screen.

14 Click Next to begin the installation.

When the installation is complete, the Setup Complete screen appears.


15 Click Finish to complete the installation.

If the Locked Files Found message appears, this indicates that a previousinstallation of AR System Windows User Tool has been uninstalled. Someitems were not removed. Remove these files manually and continue theinstallation.

For AR System Windows User Tool

Only AR System Windows User Tool provides the option to start AR SystemAlert automatically. When you install AR System Windows User Tool, if youleave the check box selected, the AR System Alert log-in screen appears after you click Finish. If you deselect the check box, you will need to startAR System Alert from the Start menu.

Uninstalling AR System ClientsFollow this procedure to uninstall AR System clients




Follow this procedure to uninstall AR System clients.

Uninstalling AR System Clients



The Add/Remove Programs Properties screen appears.

3 Select AR System Administrator 5.1, AR System Windows User Tool 5.1, orAR System Alert 5.1 from the list of applications.

4 Click Add/Remove.

You will be prompted to confirm your selection.

5 Click Yes to continue.The Remove Programs From Your Computer screen appears.

A series of prompts appear, asking whether you want to delete the directoriesthat contain the user configuration files (Home directories). You will beprompted to delete the configuration files from each Home directory youcreated, along with the default user’s files, located in the default directory:C:\Program Files\AR System\Home

You will also be prompted to remove files from the installation directory.

Remove these items only if you are sure that you want to remove everythingfrom the specified folders. You should not remove the installation directoryuntil after all clients have been uninstalled.


6 Choose Yes or No as appropriate.

You may be prompted to remove shared files. It is generally safe to removeshared files, because the registry tracks the applications that use files.However, applications that do not use the registry may use a shared file, so if you are not sure of the impact of removing a shared file, do not remove it.

If you do not remove shared files, some client files will remain on yoursystem.

7 When the uninstall is complete, choose OK to quit the uninstaller, or clickDetails to view information about the files that were not removed.

You can remove these files manually. Check the uninstall log forinformation.



Uninstalling AR System Clients! 157





CHAPTER9 Licensing AR SystemThis chapter describes licensing the AR System and Mid Tier software.

You can evaluate the Action Request System without purchasing or

activating any licenses. However, you are limited to a maximum of

2000 records per form.

Note: Read the AR System 5.1 Release Notes before you perform any of



Licensing AR System! 159

the steps in this chapter.


AR System Licensing

AR System licensing grants the full and legal use of AR System and isnecessary for performing operations that change or update the database (forexample, updating requests or records). To run an unlimited AR Systemserver at your site, an AR System server license is required. There are

additional AR System server options, such as the Distributed Server Option(DSO), that require a separate, additional license. There are three kinds oflicenses you can use to access the AR System server: read, fixed write, andfloating write. The base AR System product, once licensed with theAR System server license, comes with three Fixed Write licenses andunlimited Read licenses. You can purchase additional user Fixed Writelicenses and user Floating Write licenses by contacting your Remedy Product

sales representative or an authorized reseller.

A license key consists of an encrypted character string to initialize or enable



160"Chapter 9—Licensing AR System

the use of AR System by users as specified in the license key. This key allows you to enable functionality, allow users to access the AR System andauthorize the type of access for each user. Two key pieces of information in your License Key are the Site Name and Host ID. The Site Name is a string

that is used to link all available licenses together. For this reason, each licenseon each of your servers should use the same, case-sensitive site name. TheHost ID is a value that ties your license keys to your Server.

The number of users authorized to access the AR System installed on theserver and the type of access granted to such users (for example, fixed writelicense or floating write license), and the site name and host ID (the servernetwork ID) are established by the license keys issued to you. You then use

this key to apply or add the licenses for AR System servers, server options,and users.

Note: As some licenses are linked by site name, each license on each of yourservers should use the same, case-sensitive site name.

For more information on licensing and licensing types, refer to the

Concepts Guide.


Obtaining License Keys

Use one of the following methods to obtain AR System license keys.

! Go to the Customer Support product licensing web site.

! Send an email to Customer Support at: [email protected] to receive

your license keys by return email. The section entitled Requesting LicenseKeys Online on page 161 explains the type of information you must supplyin your email.

! Fax Customer Support at (925) 469-4001. Use the AR System LicenseInformation Worksheet on page 167 to organize the required information.

! Call Customer Support at (925) 469-4200 (U.S.A.) or your local supportcenter (see the Support website for local numbers), and supply the

required information (see Requesting License Keys Online for the requiredinformation). Use the AR System License Information Worksheet onpage 167 to organize the required information.





AR System Licensing! 161

Your Customer Support contact will send you the information you need toactivate your licenses.

Due to case sensitivity, note the information on the worksheet exactly as it

appears in the fields.

Requesting License Keys Online

To generate keys online, access the Customer Support web site.

Once you have gathered your information, you can use the followingprocedure to obtain your license key:

Making a New License Request Online

1 At the Customer Support website http://supportweb.remedy.com, type yoursingle sign-on information from your web profile.

2 Select License Request.

3 Click I Agree next to Other License Agreement to accept the terms.


The License Agreement screen appears, as the following figure shows.






Figure 9-1: General License Screen


4 Type the required information in the fields.

! Email address

! Purchase order number

! Site name and host ID

To obtain the site name and host ID:

! In the AR System License window, choose Edit > Clear to clear anyvalues in the AR System License fields.

! Select the AR System Server from the Product Feature field list.

AR System License displays your Site Name and Host ID.

! The Product Feature you wish to license

You can view the available features in the Product Feature field list in

AR System License.

! Quantity of licenses for each option or product

5 Click Submit




5 Click Submit.

Customer Support will send you an email with the license key information oran email requesting additional required information. Use AR System Licenseto apply this information to the server that is running the AR System server.

Note: If you plan to install any AR System application that requires a licensekey (for example, the Approval Server), you can obtain the license keyinformation for all your products at one time. You can then submit asingle license key request to take care of all your applications at once.For application-specific licensing information, refer to theappropriate Release Notes and Installation Guide for the application.

Once you have obtained your license keys, see Adding and Applying Licenses on page 168 for information on applying your licenses.


Viewing AR System Licenses

Use AR System License to view license information. AR System Licenseinstalls automatically when you install AR System Administrator. You mustuse a Windows AR System License tool for licensing and administering thesystem.

Viewing License Information on Windows

Use the following procedure to view license information:

1 Choose Start > Programs > Action Request System > AR System License. TheLog On screen appears.

The following table describes each field of the logon screen.

Table 9-1: Logon Field Descriptions

Field Description




2 Click OK to display the Product License Tool screen.

User Name Your user name (required).

Password Your password (required).

Server Name The name of the server you want to access (required).

AuthenticationString

An identifying authentication string (optional).

TCP Port Number The TCP Port number of the server you want to access(required only if you use a firewall or if you installed multipleservers on the same server).

If you do not provide a TCP port number, the License Toolwill connect to the default server that you registered with theport mapper.


Select a license in the list to view license details in the fields at the bottom ofthe window. The following table describes the License Tool fields.

Field Description

Product Feature The product feature that is being licensed.

Type The type of license, which varies depending on the contentsof the Product Feature field. For example, if the productfeature is the AR System server, the Type menu items includeDemo and Server.

Issue Date The date on which the license is issued. Normally this is thecurrent date. If the license is being installed on a date after thelicense key was generated, this field must be set to the datethat the license was created.

Note Use the dd-mm-yy format for the issue date, such as:17-Sept-01.

Expire Date The date on which the license will expire. If this field ist th i i ti d t F f ll d t ti




empty, there is no expiration date. For full demonstrationlicenses, this field is normally set for 30 days after the issueddate.

Site Name The site name, which is a case-sensitive variable and is

usually the TCP/IP domain name of the site. You should usethe same site name for all license keys assigned to the sameserver.

Host ID The unique, case-sensitive address of the primary networkadapter card in the server to be licensed.

Note: For Windows, AR System License uses SNMP to get

the MAC address for the Host ID field. If it is unable

to return a valid MAC Address, it will revert to

NetBIOS and attempt to obtain a valid MAC address.

To get a true host ID reading:

! Do an “Edit Clear.”

! Select AR SERVER from the Product Feature menu.

This will auto populate a valid host ID for the server that youare currently connected to. The AR System server will

recognize the key even if the MAC address is not the default(Auto-Populated Hostid) if:

! You are applying an existing key.

! The Host ID of the License Key is a valid MAC address

on this system.

! The License key is valid.


License Key The license key that validates the contents of the license.There is only one encrypted key that is valid, given thecontents of the preceding fields. This key is provided byCustomer Support or your authorized reseller of AR System.

# of Licenses The number of right-to-use licenses for this license. This field

contains an integer.

Depending on the licensing options you choose, you mightreceive email information to enter information into theunnamed field to the right of the # of Licenses field. Leave theunnamed field blank unless you receive further information.

unnamed field Used to when you apply for approval client licenses such asApproval Server and AR System Migrator licenses.

Max Forms The maximum number of forms allowed on the server withthis license. This field is enabled in the lower portion of thewindow when you select AR System server in the ProductFeature field. If this field is left blank, there is no limit to the

Field Description




number of forms that can be created. This is only used forAR System server licenses.

AR System Server ID The ID number of the server. This field is enabled in thelower portion of the window when you select the AR System

server in the Product Feature field. This is used forAR System server and Flashboards licenses.

Multi-Server The selection of this check box indicates whether aMulti-Processing Server Option (MPSO) of AR System isavailable with a server license. This check box becomesactivated in the lower portion of the window when you selectthe AR System server in the Product Feature field. This isonly used for AR System server licenses.


AR System License Information Worksheet

Use this worksheet to record the case-sensitive information you need toobtain licenses.

Technical Support

Generate a license key for an AR System product based on the followinginformation.

Contact Information

Name: ____________________________________________

Date: _____________________________________________

Company name: ___________________________________

Site ID: ___________________________________________

Purchase order number: ____________________________




Fax number: ______________________________________

Phone number:_____________________________________

Server Identification

Server host ID: ________________________

Site name: __________________________

Product Feature

License Type Quantity

Distributed Server Option

AR System Approval Server

Flashboards

Mid Tier

Mid Tier Host IDs

AR System user fixed

AR System user floating

AR System user text fixed

AR System user text floating


Adding and Applying Licenses

Use AR System License to activate an AR System license that you have alreadypurchased. To run AR System License, you must have a Windows machinethat has the AR System Administrator installed and has network access to theAR System server. You must log in with a username that is an AR SystemAdministrator.

Note: For Windows NT systems, the NETBIOS Interface Service must beinstalled on the Windows NT server where the AR System server isinstalled and running. This ensures the verification of the license key.

Applying the License Keys to Your Server

Repeat the steps in this procedure for each AR System product or option to

be licensed.

1 After you obtain the license keys, select the appropriate option from theProduct Feature list on AR System License.




Product Feature list on AR System License.

2 Enter the remaining information exactly as specified (includingcapitalization) in the appropriate fields.

All fields, including the appropriate license key for the Product Feature anddate, must match the information that Customer Service or your authorizedreseller provides.

3 Click Add License to activate the server license.

Transferring Server Licenses to Other Servers

Transferring an AR System server license from one server to another isknown as a “purge process” or migration. In this process, you change thephysical location of the AR System server by installing the AR Systemsoftware on the new server, then purging the old license of the previous serverbefore applying new license keys you obtain from Customer Support. Toperform a migration, do the following:

Transferring Server Licenses

1 Install AR System on the new server.

2 Open the Purge Agreement Form from the Customer Support web site at:

http://supportweb.remedy.com.


3 Add the following information to the online Purge Agreement Form:

! License keys to transfer to the new server. Obtain this information fromthe AR System License tool on the old server.



! In the AR System License window, choose Edit →Clear to clear anyvalues in the AR System License fields.



4 Click OK to submit the information.

You will receive email confirmation from Customer Support.

5 Open the AR System License tool in the old server and select the server licenseto be transferred.

6 Press Delete to remove the server license.






Mid Tier Licensing! 169

Mid Tier Licensing

This section contains information on licensing the AR System mid tier.

You are entitled to one mid tier license for each AR System server license,with the option to purchase additional mid tier licenses. The mid tier will runwithout a license, but will only process one transaction at a time (i.e., it willonly run one thread).

All AR System licenses are stored in (and validated against) an AR Systemserver. You add the mid tier license to one of the AR System servers to whichthe mid tier connects. Once the mid tier is licensed on one AR System server,this license is valid for any number of AR System servers to which the mid tierconnects. If you have multiple mid tiers installed on different machines, youcan license all of them on the same AR System server (or different AR Systemservers, as you desire).

Each mid tier has a unique identifier which is displayed in the ConfigurationTool. You will use this identifier, along with your site name, the host ID ofthe AR System server on which you will license each mid tier, and a license key provided by Customer Support, to create a mid tier license.


To license the mid tier, do the following:

! Gather the information needed to request a license key from CustomerSupport. Refer to Obtaining Preliminary Server and Mid Tier Information on page 171.

! Request a license key from Customer Support, as explained in Requesting

License Keys Online on page 161.! Add the license, according to the procedures in Adding and Applying

Mid Tier Licenses on page 174.

In the Configuration Tool, you may also specify which AR System server isthe license server , or the AR System server that the mid tier first checks for alicense. If your mid tier connects to multiple AR System servers, you maywant to specify a license server to improve efficiency during startup, and to

document the location of the license. For more information on the licenseserver and how to specify it, refer to Configuring the License Server onpage 176.




You can determine whether the mid tier is using a valid license, and whichAR System server it was licensed from, since the last web server startup. Referto the next section, Determining Current Mid Tier License Usage, next

Determining Current Mid Tier License Usage

To determine whether the mid tier is using a valid license, use the followingprocedure.

Determining the Current Mid Tier License

1 Start the Configuration Tool for that mid tier.Access the Configuration Tool from your browser. The default location ishttp://<host>/arsys/apps/shared/config/config.jsp. The default password

is arsystem.

2 On the Overview page, in the Current Configuration Settings table, look forthe value for the License property.

If the mid tier is using a valid license, the License property will have a value

such as Validated on server - <server_name>.


Obtaining License Keys for the Mid Tier

You will need to know the site name and host ID for the AR System server onwhich you will license each mid tier. You will also need the unique identifierfor each mid tier that you will license on that server. After you obtain thisinformation, you must request a license key from Customer Support.

Obtaining Preliminary Server and Mid Tier Information

Use AR System License to view the site name and host ID for the AR Systemserver. AR System License installs automatically when you install AR SystemAdministrator.

Use the Configuration Tool to view the identifier for the mid tier. A

Configuration Tool is installed with each mid tier.

Obtaining the Server Site Name and Host ID

Use the following procedure to obtain the server site name and host ID.




Remember, the mid tier must be connected to the server on which you locatethe license. Ensure that the server is listed in the ARServer Settings page of theConfiguration Tool for that mid tier.

1 Choose Start > Programs > Action Request System > AR System License.

The Logon screen appears.

2 Enter appropriate information into each field:

User Name Your user name (required).

Password Your password (optional).

Server Name The name of the server you want to access (required).

AuthenticationString

An identifying authentication string (optional).

TCP Port Number The TCP Port number of the server you want to access(required only if you use a firewall or if you installedmultiple servers on the same machine).

If you do not provide a TCP port number, the License Toolwill connect to the default server that you registered with theport mapper.


3 Click OK to display the Product License Tool screen.

4 Select the server license for the server on which you want to license the midtier.

The site name and host ID are displayed in the Site Name and Host ID fields.

Obtaining the Mid Tier Identifier

1 Start the Configuration Tool for the mid tier you want to license.

Access the Configuration Tool from your browser. The default location ishttp://<host>/arsys/apps/shared/config/config.jsp. The default password

is arsystem.

2 On the Overview page, in the Mid Tier System Information table, locate theidentifier.

The identifier is the value contained in the field called Host ID.

Repeat these steps for each mid tier that you will license on a particularAR System server.




Requesting License Keys

Use one of the following methods to obtain an AR System mid tier license

key. Refer to step 4 on page 174 for the type of information you must supply.

Note: Due to case sensitivity, provide all information exactly as it appears inthe AR System License tool.

! Request keys online.

! Send an email to Customer Support at: http://supportweb.remedy.com to

receive your license keys by return email.! Fax Customer Support at (925) 469-4001.

! Call Customer Support at (925) 469-4200.

Your Customer Support contact will send you the information you need toactivate your licenses.


Making a New License Request Online

Once you have gathered your information, you can use these steps to obtain your license key:

1 At the Customer Support website http://supportweb.remedy.com, type yoursingle sign-on information from your web profile.

2 Select License Request.

The License Agreement screen appears.

3 Click I Agree next to For Mid-Tier License to display the Mid Tier LicenseRequest screen, as the following figure shows.









Figure 9-2: Mid Tier License Screen


4 Type the required information in to the fields.

! Support Contract Id

! Purchase order number

! Email address

! Product Feature (choose AR Mid-Tier)



! In the AR System License window, choose Edit →Clear to clear anyvalues in the AR System License fields.



! Host ID - Mid Tier

Enter a mid tier identifier, as shown in the example below, and click Add.Repeat this step for each mid tier to be licensed.

The field to the right displays the identifiers you entered in a string with




The field to the right displays the identifiers you entered in a string withthe following format:

ID=<identifier1>, <identifier2>

Enter the string of identifiers into the # of Licenses field in the AR SystemLicense tool, as explained in Applying the License Keys to Your Server .

5 Click Submit.

Customer Support will send you an email with the license key information.Use AR System License to apply this information to the server that is runningthe AR System server.

Adding and Applying Mid Tier Licenses

Use AR System License to activate the AR System license that you purchased.Use the Configuration Tool to specify the license server for each mid tier.

The last procedure in this section explains how to migrate a mid tier licenseto a new server.

Note: For Windows NT systems, the NETBIOS Interface Service must beinstalled on the Windows NT server where the AR System server isinstalled and running. This ensures the verification of the license key.


Applying the License Key

1 Start AR System License, according to the procedure Obtaining the Server Site Name and Host ID on page 171.

2 Select AR Mid-Tier from the Product Feature list.

3 Enter the following information exactly as specified (includingcapitalization) in the appropriate fields.

Type Server

License Key The license key provided by Customer Support

Site Name The site name for the server to which each mid tier licenseapplies

Host ID The host ID for the server to which each mid tier license

applies

# of Licenses In the left-hand field, enter the number of mid tier licenses,

such as 1 or 3.

In the right-hand field, enter ID= followed by the identifierf h d l d b




4 Click Add License to activate the license.

5 Stop and restart the appropriate web server processes so that each mid tierrecognizes the newly applied license.

for each mid tier you are licensing, separated by commas.

For example, if you have one license, you would enterID=identifier. If you have two licenses, you would enter

ID=identifier1, identifier2.Note: You must specify mid tier identifiers in the same

order in which you provided them to CustomerSupport when you requested a license key.Otherwise, the license will not be accepted.


Configuring the License Server

If your mid tier connects to multiple AR System servers, you may want tospecify a license server. If a license server is not specified, the mid tier searchesall configured servers to locate a valid license. If a license server is specified,the mid tier searches for a valid license on this server first. If no license isfound, the mid tier continues to search all other servers to which it is

connected. Use the Configuration Tool to configure the license server,according to the following procedure.

1 Start the Configuration Tool.

Access the Configuration Tool from your browser. The default location ishttp://<host>/arsys/apps/shared/config/config.jsp. The default password

is arsystem.

2 Go to the General Settings page.

3 Select a server from the License Server list.

4 Click Save Changes.

5 Stop and restart the appropriate web server processes so that each mid tier




5 Stop and restart the appropriate web server processes so that each mid tierrecognizes the newly applied license.

Transferring a Mid Tier License to Another ServerTransferring an AR System server or mid tier license from one server toanother is known as a “purge process” or migration. In this process, youchange the physical location of the AR System server by installing theAR System software on the new server, then purging the old license from theprevious server before applying the new license key you obtain fromCustomer Support.

To perform a mid tier license migration, do the following:

1 Install the AR System mid tier on the new server.

2 At the Customer Support website: http://supportweb.remedy.com, type your single sign-on information from your web profile.

3 Select License Purge/Exchange.

The License Agreement screen appears.

4 Next to the phrase For Mid-Tier License Purge, click the I Agree link toaccept the terms.


5 At the next screen, type the required information in the fields.

! Support Contract Id under which the old license was issued.

! Email address where the new license key can be sent.

! License keys to transfer to the new server. Obtain this information fromthe AR System License tool on the old server.

!

Site name and host ID for the new server that will contain the mid tierlicense. Obtain this information from the AR System License tool on thenew server.

! Identifiers for each mid tier. Obtain this information from each newConfiguration Tool on the new servers.

6 Click Submit.

You will receive email confirmation from Customer Support.

7 Open the AR System License tool in the old server and select the mid tierlicense to be transferred.

8 Select Purge from the Tools menu to remove the mid tier license.







APPENDIXA

Locating AR System Files

This appendix describes the files that AR System server, mid tier, and

client installers create and modify on the target system.



Locating AR System Files! 179

You cannot move AR System server files. You must reinstall

AR System if you want to move the server to a new machine. You can

preserve the environment by exporting data and structures andimporting them in the new location. Refer to Chapter 2, Choosing

Server Options and Preparing the Environment for information on

backing up an AR System environment.

If you do not specify other directories during the installations, files are

created in the default directories described in the following sections.



AR System Server and Components

The default installation directories are as follows:

! UNIX—/usr/ar

! Windows—c:\Program Files\AR System

In the AR System documentation, these directories are referred to as<ar_install_dir>. In other words, if you accept the default installation

directory when you install the AR System server, the text <ar_install_dir> in

the documentation refers to c:\Program Files\AR System or /usr/ar. If you

choose another directory, then the text <ar_install_dir> in the documentrefers to your installation directory.

AR System Mid Tier and Components

The default installation directories are as follows:

! UNIX—/usr/ar/mid-tier



180"Appendix A—Locating AR System Files

! Windows—c:\Program Files\AR System\Mid-Tier

In the AR System documentation, these directories are referred to as<mt_install_dir>. In other words, if you accept the default installation

directory when you install the AR System server, the text <mt_install_dir> in

the documentation refers to c:\Program Files\AR System\Mid-Tier or

/usr/ar/mid-tier. If you choose another directory, then the text

<mt_install_dir> in the document refers to your installation directory.

AR System Clients and Components

The AR System clients—AR System Administrator, AR System WindowsUser Tool, AR System Alert, and AR System Import—are available forWindows. AR System Import is installed together with AR SystemAdministrator. The default installation directories are as follows:

! Executables—c:\Program Files\AR System! User configuration settings—c:\Program Files\AR System\Home


In the AR System documentation, the text <ar_install_dir> refers to theclient installation directory. If you choose another directory, then the text

<ar_install_dir> in the document refers to your installation directory.

AR System client installers also create and modify a directory to contain auser’s personal configuration information. This file is referred to in the

AR System documentation as <ar_home_dir>. For information on thisdirectory and its contents, refer to User Configuration Directory on page 142.

AR System Files on UNIX

The following tables show the locations of files that are installed into thedefault directories on a UNIX system.

UNIX AR System Server File Locations

These files are created or modified when you install the AR System server onUNIX.



AR System Files on UNIX! 181

File Location

Executable files <ar_install_dir> /bin

Configuration file /etc/arsystem/<server_name> /armonitor.conf

/<ar_server_install_dir>/conf/ar.conf

<ar_install_dir> /conf/armaild.conf

AR System servers <ar_install_dir> /conf/ar

/etc/init.d/arserver /etc/init.d/arserver_<server_name>

License files /etc/arsystem/multilicense /<ar_server_install_dir> /<server_name> /arsystem.lic

Default log file <ar_install_dir> /db/*.log

Install log file /usr/tmp/ar_install.log

Error file <ar_install_dir> /db/arerror.log

Lock files <ar_install_dir> /db/*.lck

FTS indexes (default) <ar_install_dir> /ftindex


API Package <ar_install_dir> /api

Java doc files:

<ar_install_dir>/api/doc

Header files:

<ar_install_dir> /api/include/*.hLibrary files:

<ar_install_dir> /api/lib/*.a

Source code examples:

<ar_install_dir> /api/src

Sample Application <ar_install_dir> /sample_db

Catalog files /usr/lib/locale/C/LC_MESSAGES(Sun SPARC System and Linux)

/usr/lib/nls/C (HP 9000 Series 700/800)

/usr/lib/nls/msg/En_US (IBM RS/6000)

System Error Messages Help <ar install dir>/help

File Location




UNIX AR System Mid Tier File LocationsThese files are created or modified when you install the AR System mid tieron UNIX.

System Error Messages Help <ar_install_dir> /help

File Location

Executables <mt_install_dir>

Installed applications <mt_install_dir> /apps

JSP and HTML files, images,Javascript, and configuration

<mt_install_dir> /shared

Web application, java class files,libraries

<mt_install_dir> /WEB-INF

Report form <mt_install_dir> /reports


AR System Files on Windows

The following tables show the locations of files that are installed into thedefault directories on a Windows system.

Windows AR System Server File Locations

These files are created or modified when you install the AR System server onWindows.

Note: We recommend that you retain this file structure. Do not remove DLLfiles from the arsystem/bin directory. If DLLs are not located in thebin directory, the thread running a process that requires a missingDLL will hang.

File Location

Executable/DLL files <ar_install_dir>

Configuration file <ar_install_dir>\conf\ar.cfg



AR System Files on Windows! 183

\<ar_install_dir>\conf\armonitor.cfgnew

License file c:\Program Files\Common Files\AR System\ Licenses\ <server_name>\arsystem.licc:\Program Files\Common Files\ AR System\Licences\ multilicensenew/<arserver_name>

c:\Program Files\Common Files\AR System\Licences\ <arserver_name>\arsystem.lic

Install log file <drive>:\temp\ <server_name>_ar_install_<timestamp>.logInstallation error log file <drive>:<temp\arinstall.log

Thread log file <ar_install_dir>\arserver\db\arthread.log

Default log files <ar_install_dir>\arserver\db\*.log

Error files <ar_install_dir>\arserver\db\arerror.log

FTS indexes (default) <ar_install_dir>\arserver\ftindex


API Package <ar_install_dir>\arserver\api

Java doc files:

<ar_install_dir>\arserver\api\doc

Header files:

<ar_install_dir>\arserver\api\include\*.hLibrary files:

<ar_install_dir>\arserver\api\lib*.dll

Source code:

<ar_install_dir>\arserver\api\driver

Sample files <ar_install_dir>\arserver\samples

Email notification andsubmission configuration <ar_install_dir>\arserver\conf\armaild.cfg

Online AR Systemdocumentation

docs folder on the CD or ESD location

System Error Messages Help <ar_install_dir>\arserver\help

File Location




Windows AR System Mid Tier File LocationsThese files are created or modified when you install the AR System mid tieron Windows.

File Location

Executables <mt_install_dir>

Configuration file <mt_install_dir>/Web-inf/classes/config.properties

Installed applications <mt_install_dir>\apps

JSP and html files <mt_install_dir>\shared

gif files <mt_install_dir>\shared\images

Javascript <mt_install_dir>\shared\javascript


Windows AR System Client Files

These files are created or modified when you install AR System clients onWindows. The user settings contained in the <ar_home_dir> are defaultvalues until the user customizes these settings.

Configuration files <mt_install_dir>\shared\config

ServletExec configuration files:

vmoptions.propertiesapplication.propertiesservers.properties

Web application <mt_install_dir>\web-inf

Java class files <mt_install_dir>\web-inf\classes

Shared libraries <mt_install_dir>\web-inf\lib

Report form <mt_install_dir>\reports

File Location



AR System Files on Windows! 185

Note: If you use centralized preferences, the <ar_home_dir> files will bestored on the server and not in the local directories.

Category Location

Executables <ar_home_dir>\*.exe

Help information <ar_home_dir>\resdlls\0009\*chm

User configuration <ar_home_dir>\ar.ini

AR System servers <ar_home_dir>\ar

Macros <ar_home_dir>\arcmds\ <macro_name>.arq

User defaults <ar_home_dir>\ <form_name>.ard

User views <ar_home_dir>\ <form_name>.arv

Form definition cache <ar_home_dir>\ <form_name>.arf

Custom report design <ar_home_dir>\arcmds\

<report_name>.arr





APPENDIXB

Customizing UNIX Options

This appendix describes ways you can customize your system when

installing AR System on UNIX.

Note: Make sure you have the most updated patches for Solaris and



Customizing UNIX Options! 187

that you have read the Release Notes before you install the

AR System and JDK.


Command Options to Suppress Installation Forms

To suppress the installation of all installation forms, including the User andGroup forms, enter the following:

# ./ar_install -noschemasNote: Use this option only when you intend to immediately load forms from

a previous installation of AR System.

Customizing the System Configuration

In some cases, you may want to move the files that are stored in system areasto nonsystem areas. To accomplish this, you must use a set of environment

variables.

You can set these variables before you run the installation script. If set, theyare read and followed by the installation process. In addition, the variablesmust be set before any of the AR System server executables are run(arserverd, arservdsd, arservftd, and armonitor).



188"Appendix B—Customizing UNIX Options

Note: The installation script does not place these variables in the startup filefor you if you request that the installation script create a startup file.You must update the startup file yourself to add these variables.During the installation, specify that the installation updates thestartup file. After the installation is complete, edit the startup file toinclude the appropriate environment variables before the AR Systemserver is run.

The files that are stored in system areas include:! ar

! ar.conf

! ardb.conf

! armaild.conf

! /etc/arsystem/<server_name> /arsystem.lic

! /etc/arsystem/<server_name> /.multilicenseThe message catalog files are also put into system areas if you have access.However, these files already have environment variables to allow you tospecify alternate locations. These files are not discussed here.


For information about customizing your system configuration by modifying

your ar and ar.conf files, refer to Configuring the AR System.

The following variables will allow you to install the system without placingmost files in system areas:

! ARCONFIGDIR

! AR_SYSTEM_LICENSE_DIRYou still must place the armonitor.conf and the .multilicense files in

/etc/arsystem/<server_name>.

ARCONFIGDIR

The environment variable ARCONFIGDIR indicates to the servers where the

ar and ar.conf files are located.

You can set this variable as follows:

! Before installation, in which case all the ar and ar.conf files are created or

updated in the directory that the ARCONFIGDIR variable specifies.

! Before running a client in which case the ar file is read from the directory



Customizing the System Configuration! 189

! Before running a client, in which case the ar file is read from the directory

that the ARCONFIGDIR variable specifies.

! Before running the server, in which case files are read from the directorythat the ARCONFIGDIR variable specifies. However, if you specify the -i option in the command line, the files are read from the directory that the

-i option specifies.

Note: The armonitor.conf file specifies the -i option. If you change the

ARCONFIGDIR, you must also edit the armonitor.conf file.

If the variable is not set, the files are read from the default directory:

<ar_install_dir> /conf


AR_SYSTEM_LICENSE_DIR

The environment variable AR_SYSTEM_LICENSE_DIR indicates to all

AR System products where the arsystem.lic file exists. All licenses created forthe system are stored in this file.

If the variable is set before installation, a file named arsystem.lic is created in

the specified directory and set to the correct permissions. (If the variable isnot set, the default directory is /etc/arsystem/<server_name>.) Whenrunning any server of AR System (or any AR System application), thearsystem.lic file in the indicated directory is checked to see if there is a validlicense.

Language Options

If you use UNIX, you will need to set the LANG environment variable.

Specifying a Platform for Installation

G ll h i ll i i d i ll d i h l f



190"Appendix B—Customizing UNIX Options

Generally, the installation script dynamically determines the platform on

which you are installing AR System. However, you can set an environmentvariable to force the installation to use a particular platform. The variable is

AROS. Set it as described below.

Platform Value

HP 9000 Series 700/800 HP or HPUX

IBM RS/6000IBM or AIX

Sun SPARC running Solaris SOLARIS

Linux LINUX

APPENDIXC

Mounting a CD-ROM on a UNIXSystem

You can run the UNIX AR System server and mid tier installation

scripts from either a locally attached CD-ROM drive or from a remote

drive. Remote and local systems can have different operating systems.

For example, you can install AR System on a Sun SPARC station



Mounting a CD-ROM on a UNIX System ! 191

running Solaris from a remote CD-ROM mounted on an HP

workstation.

This appendix provides instructions for preparing a UNIX system to

run the install script from either a locally mounted or remotely

mounted CD-ROM.


Mounting the CD-ROM

Follow these steps to mount the Action Request System 5.1 for UNIXinstallation CD-ROM.

Mounting the CD-ROM

1 Log in as the root user:% su% Password: <root_user_password>

2 Insert the CD into the drive.

3 Create a CD-ROM mount point, if necessary.

# mkdir /cdrom

4 Mount the CD-ROM device on the mount point, and verify its contents withthe command for your operating system.

Platform Command

Solaris The volume manager automatically mounts the CD-ROM when itis inserted into the drive. By default, the directory is



192"Appendix C—Mounting a CD-ROM on a UNIX System

5 Continue with the appropriate procedure.! If the drive is mounted locally, install the AR System server.

Refer to Chapter 3, Installing the AR System Server on UNIX forinstructions.

! If you are installing remotely, perform the following procedures to exportthe CD-ROM from the host and mount it over the network.

y y

/cdrom/<arsystem_cd-rom_label>.

or

# cd <AR_System_5.1_CD-ROM_mount_point> /arsystem

HP-UX # /etc/mount <device_name> /cdrom

AIX # /usr/sbin/mount /cdrom


Exporting the CD-ROM from a Remote Host

Perform these steps at the remote host to make the device accessible over thenetwork.

Exporting the CD-ROM from a Remote HP or AIX Host

1 Open the file /etc/exports in a text editor.2 If the following entry does not exist, add the following line:

/cdrom -rom

This line enables the remote host to export the /cdrom mount point.

3 Export the directory from the remote host, using the appropriate command.

4 Verify that this host is exporting the mount point:

Platform Command

HP-UX # exportfs /cdrom

AIX # /usr/sbin/exportfs /cdrom



Exporting the CD-ROM from a Remote Host! 193

# exportfsThe listing should include the /cdrom mount point.

5 Go to Mounting the Remote CD-ROM at Your Local Host on page 194.

Exporting the CD-ROM from a Remote Solaris Host

1 Start the NFS-related daemons:

# /usr/lib/nfs/nfsd 8# /usr/lib/nfs/mountd

2 Share the mount point from the remote host:

# share -F nfs -o ro /cdrom/ars_5_0/

3 Verify that this host is exporting the mount point:

# share

The listing should include the /cdrom mount point.4 Go to Mounting the Remote CD-ROM at Your Local Host on page 194.


Mounting the Remote CD-ROM at Your Local Host

Perform these steps at your local host, where you will install the AR Systemserver.

Mounting the Remote CD-ROM at Your Local Host

1 Create a mount point if one does not already exist:# mkdir /cdrom

2 Mount the remote directory.

Where <remote_host> is the machine with the CD-ROM drive, from where you just exported the drive.

3 Install the AR System server. Refer to Chapter 3 for instructions.

Platform Command

HP-UX or AIX # mount -r <remote_host>:/cdrom /cdrom

Solaris # mount -r <remote_host>:/cdrom/ars_5_0 /cdrom



194"Appendix C—Mounting a CD-ROM on a UNIX System

Index

A

Apache web server, post installation tasks 109applying license keys, mid tier 175

AR System

components, choosing configurations 14

installing from the web 66

licensing 160

licensing worksheet 167

ser er naming 160

AR System mid tier

installation requirements 15preparing to install 95

AR System server

optional functionality 27

preparing to install 37

starting manually

UNIX 78

Windows 88



Index! 195

server naming 160

site name 165transferring server licenses 168

AR System Administrator

adding log in servers 155


AR System Alert

installing 153


using the Windows installer 153AR System clients

AR System Alert, preparing to install 151

AR System Windows User Tool, preparing to

install 150

client installation 141

third-party components and 148

uninstalling 156

AR System Licenseaccessing 164

applying license keys 168

AR System Server ID 166

Windows 88

stopping manually UNIX 79

Windows 89

AR System server, installing from the web 66

AR System User, preparing to install 150

AR_SYSTEM_LICENSE_DIR variable 190

ARCONFIGDIR variable 189

Bbacking up the environment 24

C

CD-ROM

exporting from a remote host 193

exporting on UNIX 193

mounting on the local host 194

mounting on UNIX 192centralized preferences 28

centralized report processing 30

checking uninstall on UNIX 129


client files, location 185

client installation

AR System clients 141

preinstallation considerations 142

third-party components 148

client installation installers on Windows,

running 153

compatibility, databases 24

configuration

choosing 14

email access 20

extended 18

minimal 17

web 19

configurations, sample 16

configuring the license server, mid tier 176Crystal Web, component server 94

current usage of mid tier licenses 170

custom programming 28

customizing, system configuration 188

D

database compatibility 24

F

file locations, Windows NT 183

files, UNIX startup 188

full text search (FTS) option

overwriting 27

upgrading 27

H

HTML Help 144

I

installation

all platforms 38

AR System Administrator, preparation 150

AR System server

UNIX 64with Windows installer 82

DB2 database 49

Informix database 57

Microsoft SQL server database 54

mid tier, preparation 93

non-root 64

restarting on UNIX 77



196" Index

p y

database settings, new 25databases

Microsoft SQL, preparing

version 7.0 56

Oracle, remote client installation 43

default Home directory 142

default installation directories 180

clients and components 180

mid tier and components 180

E

Electronic Software Distribution 10

email access 30

configuration 20

environment

AR_SYSTEM_LICENSE_DIR variable 190

ARCONFIGDIR variable 189backing up 24

ESD 10

extended configuration 18

restarting on UNIX 77

suppressing sample forms 188Sybase database 59

system requirements 10

troubleshooting 10

worksheets, mid tier with web server 96

installation directories, default 180

installation platforms, specifying 190

installation script, running on UNIX 67

installingmid tier, from the web 114

Oracle database 41

iPlanet JSP, disabling 104

iPlanet web server, refreshing 106

J

Java Server Pages engine, installing 94


K

keys, license

applying 168

obtaining 161

requesting online 161

L

LANG environment variable 190language options 190

license keys

applying 168

obtaining 161

requesting online 161

licenses

adding and applying 168

viewing 164licenses, types 160

licensing

host ID 165

overview 160

Purge Agreement Form 168

retrieving site name 165

transferring server licenses 168

mid tier

configuration 94

configuring the license server 176

installation requirements 15

installing

Apache 107

iPlanet, preparation 98

Microsoft Internet Information

Server 109

UNIX, script for 115

web servers 96

Windows 132

installing from the web 114

obtaining license keys 171

preparing AR System servers for

installation 95requesting license keys 172

uninstalling

UNIX 128

Windows 138

UNIX files, location 182

using the Windows installer 132

verifying installation



Index! 197

g

viewing licenses 164worksheet 167

localized messages 30

log in servers, adding in

AR System Administrator 155

M

messages, localized 30

Microsoft SQL serverversion 7.0, preparing 56

worksheet, preparing 57

y g

UNIX 127Windows 139

mid tier identifier, obtaining 172

mid tier licenses, current usage 170

mid tier licensing 169

mid tier Windows files, locations 184

minimum configuration 17

N

non-root installation 64

number options for ports 30


O

OBDC 144, 148

obtaining license keys, mid tier 171

obtaining the mid tier identifier 172

Oracle client, remote installations 43

Oracle system password, default 43

Oracle, installing Windows clients 46

overwrite option 25, 26

P

permissions, changing in ServletExec

directory 109

port numbers

assigning 32

in use 32

portmapper, registering 31ports, number options 30

post-installation steps for server 76

preference servers 28

pre-installation steps 24

programming, custom 28

Purge Agreement Form 168

server name, choosing 34

server, post-installation steps 76

server, uninstalling manually on Windows 90

servers, AR System

naming for licenses 160

transferring licenses 168

ServletExec AS 4.1.1, starting and stopping

manually 111

ServletExec directory, changing permissions 109

ServletExec registration, verifying 127

ServletExec, verifying registration and settings 139

settings, new database 25

Sm@rtCert client 83, 145, 154

specifying installation platforms 190

start commands, UNIX 78

startup file, UNIX 188startup options, choosing 34

suppressing installation forms 188

system configuration, customizing 188

system requirements, installation 10

T

tablespace default



198" Index

R

registering with a portmapper 31

Remedy License

host ID 165

retrieving site name 165

report processing, centralized 30

requesting license keys, mid tier 172

S

sample configurations 16

sample forms, suppressing installation 188

server installation

preparation 37

Windows 81

worksheets

UNIX AR System mid tier 98

UNIX AR System mid tier withApache 107

Windows AR System mid tier 102

Windows AR System mid tier

with IIS 110

Windows AR System server 51

file name 44file size 44

TCP port numbers, TCD 32

third-party components

clients, required 143

installer 145

troubleshooting the installation 10

types of licenses 160

U

uninstalling

AR System clients 156

server, manually on Windows 90

UNIX

environment variables 188

exporting a CD-ROM 193

mounting a CD-ROM 192startup file 188

UNIX files, locations 181

UNIX start command 78

upgrade option 25, 26

user configuration directory 142


V

variables, UNIX environment 188

verifying the ServletExec registration 127

verifying the ServletExec registration and settings,

Windows 139

verifying virtual options 127

W

web configuration 19

web installation, AR System server 66

Windows files, locations 183

Winsock 144

worksheets

AR System mid tier installation

UNIX 98

UNIX with Apache 107web servers 96

Windows 102

Windows with IIS 110

AR System server installation, Windows 51

client installation on Windows 152

database preparation, Microsoft SQL 57

installing



Index! 199

all platforms and databases 38DB2 database

UNIX 51

Windows 51

Informix database, UNIX 58

Microsoft SQL server database,

Windows 55

Oracle database, UNIX 42

Oracle database, Windows 45Sybase database, UNIX 60

installing Windows clients 152

licensing 167




200" Index