rkm - humming bird installation

www.bmc.com

BMC Remedy Knowledge Management 7.5

Installation Guide

March 2009

If you have comments or suggestions about this documentation, contact Information Design and Development by email at [email protected].

Contacting BMC Software

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

United States and Canada

Address BMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827 USA

Telephone 713 918 8800 or800 841 2031

Fax 713 918 8000

Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000

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UNIX is the registered trademark of The Open Group in the US and other countries.

BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.

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http://www.bmc.com

mailto:[email protected]

Customer Support

You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

Support website

You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support_home. From this website, you can:

■ Read overviews about support services and programs that BMC Software offers.■ Find the most current information about BMC Software products.■ Search a database for problems similar to yours and possible solutions.■ Order or download product documentation.■ Report a problem or ask a question.■ Subscribe to receive email notices when new product versions are released.■ Find worldwide BMC Software support center locations and contact information, including email addresses, fax

numbers, and telephone numbers.

Support by telephone or email

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

Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:

■ Product information

— Product name— Product version (release number)— License number and password (trial or permanent)

■ Operating system and environment information

— Machine type— Operating system type, version, and service pack— System hardware configuration— Serial numbers— Related software (database, application, and communication) including type, version, and service pack or

maintenance level

■ Sequence of events leading to the problem

■ Commands and options that you used

■ Messages received (and the time and date that you received them)

— Product error messages— Messages from the operating system, such as file system full— Messages from related software

http://www.bmc.com/support_home


License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following methods:

■ E-mail [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.)

■ In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance.

■ Submit a new issue at http://www.bmc.com/support_home.



Contents

Chapter 1 Installation overview 9

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Installation roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Chapter 2 Before you install 13

Installation scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Full fresh installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Fresh partial installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Installing without BMC Remedy Action Request System Integration . . . . . . . . . 14Migrating from BMC Remedy Knowledge Management 7.2 . . . . . . . . . . . . . . . . . 14Installation options for load-balanced environments . . . . . . . . . . . . . . . . . . . . . . . 15

Hardware and software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Downloading files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Product files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Hummingbird SearchServer 6.1 license key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Pre-installation tasks for fresh installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Verifying installed and licensed software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Installing Apache Tomcat 5.5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Installing without Apache Tomcat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Installing BMC Remedy AR System Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Installing Hummingbird SearchServer 6.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Installing on a Windows platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Installing on a Solaris platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Pre-installation tasks for migrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Backing up files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Uninstalling Hummingbird SearchServer 5.4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Chapter 3 Installation worksheets 21

Worksheets for BMC Remedy Knowledge Management 7.5 . . . . . . . . . . . . . . . . . . . . 22

Chapter 4 Running the installation 25

Installing BMC Remedy Knowledge Management 7.5 . . . . . . . . . . . . . . . . . . . . . . . . . 26Starting the installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Installing Hummingbird SearchServer 6.1 without port conflicts . . . . . . . . . . . . . . . . 27Avoiding port conflicts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Contents 5

Chapter 5 Post-installation tasks 31

Post-installation tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Fresh installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Migrating from BMC Remedy Knowledge Management 7.2 . . . . . . . . . . . . . . . . . 33

Post-installation tasks for fresh installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Applying the Hummingbird SearchServer 6.1 patch . . . . . . . . . . . . . . . . . . . . . . . . 35Copying the ssjdbc.properties file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Installing locale support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Adding the MySQL JDBC driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Configuring settings in Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Using UTF-8 encoding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Connecting BMC Remedy AR System to BMC Remedy Knowledge

Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Adding the usesolution.htm file to the mid tier web server . . . . . . . . . . . . . . . . . . 43

Post-installation tasks for migrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Applying the Hummingbird SearchServer 6.1 patch . . . . . . . . . . . . . . . . . . . . . . . . 44Copying the ssjdbc.properties file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Installing locale support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Using UTF-8 encoding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Connecting BMC Remedy AR System to BMC Remedy Knowledge

Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Configuration, customization, and data from version 7.2 . . . . . . . . . . . . . . . . . . . . 50Converting BMC Remedy AR System index definitions . . . . . . . . . . . . . . . . . . . . . 52Setting application mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Verifying the migration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Adding the usesolution.htm file to the mid tier web serverfs. . . . . . . . . . . . . . . . . 54

Where to go from here . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Appendix A Configuring load balancing 57

Configuring BMC Remedy Knowledge Management 7.5 in a load-balanced environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Server components and files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Load-balancing configuration strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Planning the load-balancing environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Process overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Configuring a shared environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Changing service startup users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Updating the configuration file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Building the Hummingbird SearchServer tables . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Load-balancing configuration examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Appendix B Uninstalling 71

Uninstalling BMC Remedy Knowledge Management 7.5 . . . . . . . . . . . . . . . . . . . . . . . 72

6 Installation Guide

Appendix C File locations 73

Appendix D Troubleshooting 75

Database object creation error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Index 77

Contents 7

Chapter

1
Installation overview
The following topics are provided:

� Overview (page 10)� Installation roadmap (page 11)



OverviewBMC Remedy Knowledge Management is a Knowledge Management (KM) tool that enables the process of identifying, gathering, managing, and using knowledge within an organization. This knowledge is stored in a knowledge base, where it can be maintained, managed, and retrieved when needed.

The BMC Remedy Knowledge Management product is a web application that is installed to a web server. It also uses a third party search engine that is a server application.

BMC Remedy Knowledge Management can also integrate with BMC Remedy Action Requests System (BMC Remedy AR System) applications. To be implemented, this integration must be installed and configured, as required.

BMC Remedy Knowledge Management can be installed on a Microsoft Windows or Sun™ Solaris™ platform, as either a fresh installation or when migrating from BMC Remedy Knowledge Management 7.2 to BMC Remedy Knowledge Management 7.5.

IMPORTANT This installation is certified for Windows and Solaris systems, and supports Linux®, Advanced Interactive eXecutive (IBM® AIX®), Hewlett Packard UNIX® (HP-UX 11i) systems.

You can install the following features:

� BMC Remedy Knowledge Management 7.5.00

� Web Application—BMC Remedy Knowledge Management standalone application, for use through a browser window. For installation on a local computer only.

� BMC Remedy AR System Integration—Installs BMC Remedy Knowledge Management objects on the BMC Remedy AR System. For installation on either a local or remote computer.

� Hummingbird SearchServer 6.1—Search engine for BMC Remedy Knowledge Management. For installation on either a local computer (the computer on which Apache Tomcat and BMC Remedy Knowledge Management are installed) or a remote computer. Can be installed as a standalone installation when setting up a load-balanced environment, on a different server than the one on which BMC Remedy Knowledge Management is installed.

NOTE The Hummingbird SearchServer 6.1 feature is available for installation during Windows installations only. This installation launches parallel to the BMC Remedy Knowledge Management installation, and requires user interaction. All other systems require that you manually install Hummingbird SearchServer 6.1 before installing BMC Remedy Knowledge Management 7.5.


Installation roadmap

� Apache Tomcat 5.5— JSP™ container.

� Integrated with Internet Information Services (IIS)—For Windows installations, installs ISAPI Redirector to integrate Apache Tomcat with IIS, for managing certificates and access to BMC Remedy Knowledge Management.

� Standalone installation—Installs Apache Tomcat as a standalone web server.

These features can be installed in any combination, or as part of separate installations.

Installation roadmapThis section provides an overview of the BMC Remedy Knowledge Management 7.5.00 installation sequence.

Table 1-1: Installation roadmap

Step Page

1. Choose an installation scenario. page 9

2. Review and fulfill the requirements and prerequisites. page 15

3. Perform pre-installation procedures. page 18

4. Complete the worksheets. page 21

5. Install BMC Remedy Knowledge Management or relevant features. page 26 or page 27

6. Perform post-installation configuration and procedures. page 32

7. (optional) Configure a load-balanced environment (optional) page 57


Chapter

2
Before you install

� Installation scenarios (page 14)� Hardware and software requirements (page 15)� Downloading files (page 15)� Pre-installation tasks for fresh installations (page 16)� Pre-installation tasks for migrations (page 18)



Installation scenariosInstallation scenarios vary, according to your installation requirements. The following scenarios are available:

� Full fresh installation

� Fresh partial installation

� Installing without BMC Remedy Action Request System Integration

� Migrating from BMC Remedy Knowledge Management 7.2

� Installation options for load-balanced environments

Full fresh installationPerform a full fresh installation when you are installing BMC Remedy Knowledge Management 7.5 and features for the first time.

Fresh partial installationThis installation enables you to select the features for installation. Use this installation type, for example, when Apache Tomcat already resides on your system, or when setting up a load-balanced environment.

Installing without BMC Remedy Action Request System IntegrationPerform an installation without BMC Remedy Action Request System (BMC Remedy AR System) Integration if you want to install and use BMC Remedy Knowledge Management 7.5 with a previous version of BMC Remedy AR System.

Migrating from BMC Remedy Knowledge Management 7.2You can choose to install BMC Remedy Knowledge Management 7.5 to a different location than the version 7.2 installation. You can choose to install in the same location, overriding the BMC Remedy Knowledge Management 7.2 installation. If you override the installation, you have the option to migrate your data and configuration from BMC Remedy Knowledge Management 7.2 to 7.5.

When you migrate your system from BMC Remedy Knowledge Management 7.2 to version 7.5, you do not need to re-install Apache Tomcat 5.5.

If BMC Remedy IT Service Management (BMC Remedy ITSM) 7.5 is installed on BMC Remedy AR System, you must perform post-installation procedures to migrate the General Query Options to their new format. If integration with BMC Remedy ITSM 7.5 already exists, the installation activates integration capabilities for upgrading the BMC Remedy ITSM-BMC Remedy Knowledge Management integration for BMC Remedy Incident Management, BMC Remedy Problem Management, and the Requester Console.


Hardware and software requirements

Installation options for load-balanced environmentsThe following information is provided to help you determine the appropriate installation scenario when setting up a load-balanced environment. For additional information about load balancing, see “Configuring load balancing” on page 57.

You can run the following installation scenarios:

� Install Hummingbird SearchServer 6.1 as a standalone installation to a central location for access by all instances of BMC Remedy Knowledge Management.

� Install the BMC Remedy AR System Integration feature as a standalone installation when installing to a single instance of BMC Remedy AR System server.

� Install the Web Application feature as a standalone installation. In this scenario, two or more servers with web servers containing BMC Remedy Knowledge Management (rkm-7.5.war) are set up, and they point to the shared instance of Hummingbird SearchServer and the shared file structure.

Hardware and software requirementsHardware and software requirements are listed in the Product Availability and Compatibility Matrix available at http://www.bmc.com/support_home. See the release notes for additional requirements information.

Downloading filesIf you are not using physical media, the following files are available from the Electronic Product Distribution (EPD) link on the Customer Support website at: http://www.bmc.com/support_home.

Product filesDownload and extract the file that is relevant to your installation platform, and the Hummingbird SearchServer file if you need to install Hummingbird SearchServer 6.1 before running the installation.

� Windows platform—Rkm7.5.00.windows.zip

� Solaris platform—Rkm7.5.00.solaris.tar.gz

� Hummingbird SearchServer 6.1—Hummingbird SearchServer6.1.zip

Hummingbird SearchServer 6.1 license keyGo to the Product/File to Download list and choose Hummingbird SearchServer 6.1 License Key for BMC Knowledge Management.





Pre-installation tasks for fresh installationsBefore you run the installation program, fulfill the following prerequisites specific to your installation type and platform.

Verifying installed and licensed softwareBefore running a fresh installation of BMC Remedy Knowledge Management 7.5, verify that the following software is installed and licensed:

� Sun™ Java™ runtime environment™ (JRE™) 5.0 or later

� Sun Java Development Kit (JDK™) 5.0 or later

Installing Apache Tomcat 5.5By default, Apache Tomcat 5.5 is silently installed to C:\Program Files\Apache Software Foundation\Tomcat 5.5 (Windows) or /opt/ (Solaris). Before you install this feature, verify that Apache Tomcat does not currently exist in this location.

If you plan to use the BMC Remedy AR System, during the installation of Apache Tomcat 5.5, change the default value for Initial Pool Memory to 512 MB.

Installing without Apache TomcatVerify that an existing version of Apache Tomcat 5.5 or later resides on your system.

Installing BMC Remedy AR System IntegrationPerform the following tasks before installing BMC Remedy AR System Integration:

� Verify that the BMC Remedy AR System server, which is integrated with BMC Remedy Knowledge Management, is version 7.5 or later.

� If Tomcat Apache is installed, verify that the Initial Memory Pool is set to 512 MB.

Installing Hummingbird SearchServer 6.1Perform the following tasks before installing Hummingbird SearchServer 6.1:

� If Hummingbird SearchServer 5.4 or earlier exists on your system, uninstall it.

� Acquire the HummingBird SearchServer 6.1 key from the Electronic Product Distribution (EPD) site.


Pre-installation tasks for fresh installations

Installing on a Windows platformVerify that Internet Information Services (IIS) is installed if you choose to integrate Apache Tomcat with IIS.

Installing on a Solaris platformThis section provides a high-level overview of installation on a Solaris platform.

� To install on a Solaris platform

Step 1 Manually install Hummingbird SearchServer 6.1.

Step 2 Start Hummingbird SearchServer 6.1 by issuing the following command:

Hummingbird/SearchServer61/bin/ssjsd start

Step 3 Generate an account, and grant write permissions to the /opt/ directory that serves as the installation directory.

Step 4 Define the DISPLAY environment variable.

Step 5 Verify that a terminal with an X window environment exists to support the graphical interface.

Generating an account and granting permissionsThis procedure provides generic steps for generating an account and granting write permissions to the /opt directory that serves as the installation directory.

� To generate an account and grant permissions

1 Log in as root.

2 Generate the user and password.

a Run the useradd command with the home directory and user name for the future BMC Remedy Knowledge Management installation:

useradd -d<home> <username>

b Run the passwd command:

passwd <username>

3 (optional) Run the mkdir command to generate a home directory for use as the installation directory:

mkdir <home dir>

4 (optional) Give ownership of the home directory to the account that was generated in step 2:

chown -R <username> <home dir>



5 Give write permissions to /opt directory to the user that was just generated.

6 Log out of root and log in as the new account.

Defining the DISPLAY environment variableThis procedure defines the DISPLAY environment variable, for displaying the name of the computer screen that displays X windows.

� To define the DISPLAY environment variable

Define an environment variable DISPLAY <IP address> of the person performing the installation.

setenv DISPLAY <IP address>:0.0

Pre-installation tasks for migrationsYou need to perform the following high-level tasks before migrating to BMC Remedy Knowledge Management 7.5:

� Backing up files

� Uninstalling Hummingbird SearchServer 5.4

Backing up filesBefore migrating to BMC Remedy Knowledge Management 7.5, back up the directory located in <BMC Remedy Knowledge Management installation directory root>/data.

Uninstalling Hummingbird SearchServer 5.4You must uninstall Hummingbird SearchServer 5.4 before installing Hummingbird SearchServer 6.1. This section describes how the uninstallation process for Window and Solaris platforms.

IMPORTANT This uninstallation process does not remove the RKM database from your system.

� To uninstall from a Windows platform

1 In Windows Control Panel, double-click the Add/Remove Programs icon.

2 In the Add/Remove Programs Properties dialog box, select Hummingbird SearchServer from the list of installed software and click Change/Remove.


Pre-installation tasks for migrations

3 In the SearchServer 5.4 Setup dialog box, click Remove.

4 Click OK to stop any Hummingbird services that are running, and remove the application.

NOTE You might be prompted to remove shared files. It is generally safe to remove shared files when the registry tracks the applications that use these files. However, you should verify the effect of removing a shared file for those applications that do not use the registry.

� To uninstall from a Solaris platform

Run the equivalent of the Windows uninstallation procedure.


Chapter

3
Installation worksheets
This chapter contains installation worksheets for BMC Remedy Knowledge Management 7.5.



Worksheets for BMC Remedy Knowledge Management 7.5

This section contains the worksheets that contain parameters common across components, such as installation path. You can print out and fill in information for use during installation.

Table 3-1: Worksheet for BMC Remedy Knowledge Management 7.5

Installation parameter Value

Destination Directory

Path where you want to install the BMC Remedy Knowledge Management Web Application and BMC Remedy AR System Integration.The default path is:� Windows: C:\Program files\BMC Software\BMC Remedy Knowledge Management

� Solaris: /opt/bmc/Bmc_Rkm/

Features to install

In the Value column, select the features that you want to install.

� BMC Remedy Knowledge Management 7.5.00� Web Application� BMC Remedy AR System Integration

� Hummingbird SearchServer 6.1 (Windows only)

� Apache Tomcat 5.5� Integrated with IIS � Stand Alone

JRE Path

Path to the Java runtime environment for this installation.The default path is displayed when detected by the installation.

JDK Path

Path to the Java Development Kit.The default path is displayed when detected by the installation.


Worksheets for BMC Remedy Knowledge Management 7.5

NOTE Consult the documentation for Hummingbird SearchServer 6.1, located in the Documentation folder under the Hummingbird SearchServer 61 directory, for additional details.

Table 3-2: Worksheet for Apache Tomcat 5.5


Apache Tomcat Path

Path to the JSP container.The default path is: � Windows: C:\Program Files\Apache Software Foundation\Tomcat 5.5

� Solaris: /opt

Install Memory Pool

Default value: 256

Maximum Memory Pool

Default value: 1024

HTTP Port

Default value: 8080

Table 3-3: Worksheet for Hummingbird SearchServer


Hummingbird SearchServer Path

Path to the search engine.The default path is: � Windows: C:\Program Files\HummingbirdSearchServer61

� Solaris: /opt

Table 3-4: Worksheet for BMC Remedy AR System Integration


Server

The name of your BMC Remedy AR System server.

Port

The port number for your BMC Remedy AR System server.



User

The user name of the administrative-level user who can perform definitions and data imports into the BMC Remedy AR System server.

Password

The password for the administrative-level user.

Table 3-4: Worksheet for BMC Remedy AR System Integration (Continued)



Chapter

4
Running the installation
Use the BMC Remedy Knowledge Management installation procedure to install BMC Remedy Knowledge Management 7.5.00 with or without third-party components, or to install third-party components as standalone installations.


� Installing BMC Remedy Knowledge Management 7.5 (page 26)� Installing Hummingbird SearchServer 6.1 without port conflicts (page 27)



Installing BMC Remedy Knowledge Management 7.5

You can start the installation program from either of these locations:

� Installation DVD.

� Relevant downloaded and extracted file from the EPD site:

� Windows platform—Rkm7.5.00.windows.zip file.

� Solaris platform—Rkm7.5.00.solaris.tar.gz file.

Starting the installationFollow these instructions to start a full installation of BMC Remedy Knowledge Management 7.5.00 and features.

� To start the installation

1 Perform one of the following steps:

� Insert the DVD and open the DVD drive.

� Access the relevant, extracted .zip or .tar file.

2 Run setup.exe or setup.bin to start the BMC Remedy Knowledge Management 7.5.00 installation program, as indicated in the following table:

3 Follow the on-screen instructions and use the worksheets to fill in the information.

IMPORTANT When you choose to install Hummingbird SearchServer 6.1 in the same installation process as BMC Remedy Knowledge Management 7.5, both installation programs run in parallel. You must finish installing Hummingbird SearchServer 6.1 first, and perform the following procedure to make sure that the port for BMC Remedy Knowledge Management 7.5 is not taken.

Platform File

Windows \Drive\rkm_7_5_00\Windows\Disk1\InstData\VM\setup.exe

Solaris DVD mount point location/rkm_7_5_00/Solaris/Disk1/InstData/VM/setup.bin


Installing Hummingbird SearchServer 6.1 without port conflicts


During installation, Apache Tomcat 5.5 is embedded in Hummingbird SearchServer 6.1. Therefore, port conflicts might occur if you are installing Hummingbird SearchServer 6.1 on the same computer and operating system instance as BMC Remedy Knowledge Management, or on a computer that already has Apache Tomcat 5.5 installed—even if it used by another application unrelated to BMC products.

Apache Tomcat reports the ports that cause a conflict with Hummingbird SearchServer instances. This conflict can be caused by either instance, depending on when each one was started, but you should modify only the ports for the Hummingbird SearchServer instance. If the BMC Remedy Knowledge Management instance or your main instance of Apache Tomcat is the instance that conflicts, you must also shut down that instance if it is running, make the fixes, and restart the instance to give it access to the proper ports.

The ports that typically conflict are the Server Port (8005) and the AJP1.3 port (8009) used by Apache. General recommendations are to change the Tomcat Admin Port from 8005 to 8006 and, if applicable, to change the AJP1.3 port from 8009 to 8010. The AJP1.3 port s in certain instances in which multiple applications are using Apache Tomcat in an embedded state. This port does not conflict with the main instance of Apache Tomcat.

Apache Tomcat provides Windows (DOS) batch file scripts for the Windows platform and shell scripts for the UNIX and Linux platforms, for shutting down Hummingbird instances of Apache Tomcat.

Avoiding port conflictsTo avoid port conflicts, you must perform the following steps before completing the Hummingbird SearchServer 6.1 installation:

Step 1 Shut down the Hummingbird instance of Apache Tomcat until needed by BMC technical support or for internal IT purposes by your organization.

Step 2 Modify the ports in the server.xml file for the Hummingbird SearchServer instance of Apache Tomcat.

NOTE Before you begin, verify port availability and policy with your organization’s IT department even though the changes made are typically local ones, on the computer and operating system instance that is hosting the Hummingbird SearchServer, and does not affect any other computer and operating system instances in your organization’s network.



IMPORTANT BMC recommends keeping a backup of any files that were changed during this process. Make and name a copy as serverxml.backup—removing the single quote character (‘) that exists between server and xml in the original name—and appending the .backup file.

Follow this procedure to install the Hummingbird SearchServer 6.1 feature and to avoid port conflicts that might exist between the two installations of Apache Tomcat.

� To install Hummingbird SearchServer 6.1 without port conflicts

1 On the User Inputs page of the BMC Remedy Knowledge Management installation program, select Hummingbird SearchServer 6.1 and click Next.

2 Follow the directions on the Hummingbird SearchServer window.

IMPORTANT Complete the following steps before finishing the installation of BMC Remedy Knowledge Management 7.5.

3 Open a command prompt window and go to the relevant bin directory for the Apache Tomcat instance embedded in Hummingbird SearchServer, as indicated in the following table.

NOTE It is possible to change the installation paths during installation of Hummingbird SearchServer. If you changed the default installation paths while installing Hummingbird SearchServer, use the paths that you specified.

4 Perform the relevant step or run the relevant shutdown script.

Platform Directory

Windows install drive:\base install path\Hummingbird\SearchServer61\Tomcat5.5\bin

Solaris /<base install path>/Hummingbird/SearchServer61/Tomcat5.5/bin

Platform Step or script

Windows Stop the Hummingbird Search Service for Java.

Solaris ~/bin/ssjsd stop


5 Modify the following ports:

NOTE The process is identical for all platforms.

a Back up and open the server.xml file, located in the conf directory, which is a child or subdirectory to the Apache Tomcat 5.5 directory in your installation location.

b Search for the <server> element, which should be at the top of the file and directly underneath a large comment section.

After the initial installation, this element should look similar to this example:

<Server Port ="8005" shutdown="HUMMINGBIRD SS SHUTDOWN">

c Change the port number, for example, to 8006 (which is typically adequate).

<Server Port ="8006" shutdown="HUMMINGBIRD SS SHUTDOWN">

d If a conflict is reported for the AJP1.3 port, search the server.xml file for:

<Connector port="8009"

NOTE If no conflict exists, skip this step, save the file, and exit the editor.

e Change the port number, for example to 8006 (which is typically adequate).

 <Connector port="8010"

f Save the file and exit the editor.

g Start up the Apache Tomcat instance that is embedded in Hummingbird SearchServer.

h Proceed with the BMC Remedy Knowledge Management installation and restart the Apache Tomcat for BMC Remedy Knowledge Management.

NOTE For additional information about overcoming a potential port conflict between two instances of Apache Tomcat, access official Apache Tomcat documentation on the Apache website (http://tomcat.apache.org/).

6 Review the information in the BMC Remedy Knowledge Management Installation Preview window, and click Install.

Platform Service or script

Windows HummingbirdSS Servlet Container

Solaris SS_Tomcat.sh start


http://tomcat.apache.org/

Chapter

5
Post-installation tasks
This section provides the tasks that you must perform after you install the BMC Remedy Knowledge Management 7.5 product or migrate your system from BMC Remedy Knowledge Management 7.2.


� Post-installation tasks (page 32)� Post-installation tasks for fresh installations (page 35)� Post-installation tasks for migrations (page 44)� Where to go from here (page 55)



Post-installation tasksThis section is divided into two subsections:

� Post-installation tasks that you must perform after installing a fresh installation.

� Post-installation tasks that you must perform when migrating from BMC Remedy Knowledge Management 7.2.

NOTE Integrating BMC Remedy Knowledge Management 7.5 with BMC Remedy Action Request System (BMC Remedy AR System) or BMC Remedy IT Service Management (ITSM) requires that you have a working knowledge of these applications, and of BMC Remedy Developer Studio.

The high-level, post-installation tasks that you need to perform for fresh installations or when migrating are as follows.

Fresh installationsPerform the following relevant tasks if you have performed a fresh installation.

Step 1 Apply the Hummingbird SearchServer patch.

NOTE You must apply this patch after installing Hummingbird SearchServer 6.1.

Step 2 Copy the ssjdbc.properties file, when installing Hummingbird SearchServer 6.1 and BMC Remedy Knowledge Management 7.5 on different computers.

Step 3 Add the MySQL JDBC driver.

Step 4 In Configuration Wizard, set the initial configuration.

Step 5 (when integrating with BMC Remedy AR System) Install locale support for additional locales.

Step 6 Enable use of UTF-8 encoding.

Step 7 (when integrating with BMC Remedy AR System) Connect BMC Remedy AR System to BMC Remedy Knowledge Management:

a If you are using BMC Remedy AR System Authentication mode in BMC Remedy User, create a user with BMC Remedy Knowledge Management System Administrator permissions (KMSAC-KMSSysAdmin).

b In Administration Console, in the BMC Remedy AR System, define connection settings between BMC Remedy AR System and the BMC Remedy Knowledge Management server.


Post-installation tasks

Step 8 (when integrating with BMC Remedy AR System) In BMC Remedy AR System, set the Remedy Knowledge Management application mode to Production, in the AR System Application State form.

Step 9 (when integrating with BMC Remedy AR System) If you are integrating BMC Remedy Knowledge Management 7.5 with BMC Remedy ITSM 7.5, index BMC Remedy ITSM forms in the Administrator Console.

NOTE If your system includes BMC Remedy ITSM 7.5 or later, integration with BMC Remedy Knowledge Management 7.5 automatically becomes available. This integration enables users to create, search, and associate knowledge articles from within the BMC Remedy Incident Management forms, the BMC Remedy Problem Management forms, and Requester Console.

Step 10 (only when integrating with BMC Remedy AR System) Add the usesolution.htm file to the mid-tier web server.

Migrating from BMC Remedy Knowledge Management 7.2Perform the following relevant tasks if you are migrating from BMC Remedy Knowledge Management 7.2.

Step 1 Apply the Hummingbird SearchServer 6.1 patch.

NOTE You must apply this patch after installing Hummingbird SearchServer 6.1.

Step 2 Copy the ssjdbc.properties file, when installing Hummingbird SearchServer 6.1 and BMC Remedy Knowledge Management 7.5 on different computers.

Step 3 (when integrating with BMC Remedy AR System) Install locale support for additional locales.

Step 4 Enable use of UTF-8 encoding.

Step 5 Connect BMC Remedy AR System to BMC Remedy Knowledge Management:

a If you are using BMC Remedy AR System Authentication mode in BMC Remedy User, create a user with BMC Remedy Knowledge Management System Administrator permissions (KMSAC-KMSSysAdmin).

b In Administration Console, in the BMC Remedy AR System, define connection settings between BMC Remedy AR System and the BMC Remedy Knowledge Management server.

Step 6 If you are integrating with BMC Remedy ITSM 7.5, index BMC Remedy ITSM forms in the Administrator Console.

Step 7 Restore files.

Step 8 Migrate templates.



Step 9 Migrate BMC Remedy AR System settings.

Step 10 (when integrating with BMC Remedy AR System) In BMC Remedy AR System, set the Remedy Knowledge Management application mode to Production, in the AR System Application State form.

NOTE If your system includes BMC Remedy ITSM 7.5 or later, integration with BMC Remedy Knowledge Management 7.5 automatically becomes available. This integration enables users to create, search, and associate knowledge articles from within the BMC Remedy Incident Management forms, the BMC Remedy Problem Management forms, and Requester Console.

Step 11 (when integrating with BMC Remedy AR System) Set query options.

Step 12 (when integrating with BMC Remedy AR System) Convert BMC Remedy AR System index definitions.

NOTE If the integration with BMC Remedy ITSM 7.01 existed, the installation procedure backs up decision tree data associated with incidents or problems. This information remains accessible from within the incident or problem forms.

Step 13 (when integrating with BMC Remedy AR System) Set the application mode to Production.

Step 14 Verify the migration.

Step 15 (when integrating with BMC Remedy AR System) Add the usesolution.htm file to the mid-tier web server.


Post-installation tasks for fresh installations

Post-installation tasks for fresh installationsPerform the following tasks after you have installed a fresh installation.

Applying the Hummingbird SearchServer 6.1 patchApply the latest Hummingbird SearchServer 6.1 patch immediately after installing Hummingbird SearchServer 6.1. For more information, see the BMC Remedy Knowledge Management 7.5 Release Notes.

Copying the ssjdbc.properties fileIf you installed Hummingbird SearchServer 6.1 and BMC Remedy Knowledge Management 7.5 on different computers, copy the ssjdbc.properties file from the Hummingbird folder to the BMC Remedy Knowledge Management folder.

� For Windows:

� For Solaris: Run the equivalent procedure.

Installing locale supportThe BMC Remedy AR SYSTEM part of the installation for BMC Remedy Knowledge Management installs the English locale only. The following locales are supported, but each requires a separate, manual installation procedure.

� English

� Spanish

� German

� French

� Italian

The following files are provided for each locale:

� RKMViews_<xx>:<xx>—The language code, for example, RKMViews_ru for Russian.

� A language dependent folder, named <xx> (see the previous bullet)—Contains ARX files with messages, per form.

Copy from: <drive>\Program Files\Hummingbird\SearchServer 61\Java\ssjdbc.properties

Copy to: <drive>\Program Files\BMC Software\BMC Remedy Knowledge Management\data\kms_conf\ssjdbc.properties



Installing support for an additional locale requires that you perform the following high-level steps:

Step 1 Install locale-dependent views.

Step 2 Install locale-dependent messages.

NOTE Your BMC Remedy AR System server must support Unicode, or the locale you are installing.

� To install locale-dependent views

1 Log in to BMC Remedy Developer Studio as an administrator.

2 Go to File, Import, and View Definitions, and select Next.

3 In the Select Server dialog box, select the server where you want to install the language addition, and then click Next.

4 In the Import Views dialog box, locate and select the RKMViews_<xx> file, where <xx> is the name of the locale you are installing.

5 Click Next.

6 Click Finish.

� To install locale dependent messages

1 Log in to BMC Remedy Data Import as an administrator.

2 Choose File > New Mapping.

3 Click the Mapping tab.

4 Browse to and select the file in the Source Data File field.

5 In the Target Server field, select the target server.

6 In the Target Form Name field, select AR System Message Catalog.

7 Click Auto Map and verify that the fields are mapped in the Field value Mappings table.

8 Click the Options tab.

9 In the Duplicates section, complete the following steps:

a In the Handle Duplicate Request Ids by field, select Update Old Record with New Record’s data.

b In the Match Duplicate Request by field, select Custom Fields.

c In the table, click Add.



d Choose the following fields:

� 150 (Message Type)

� 151 (Field Id or Message Num)

� 152 (Locale)

e Import/Start import.

10 Repeat step 3 to step 9 for each of the files in the applicable language folder.

Adding the MySQL JDBC driverWhen working with MySQL databases, you must manually add the MySQL JDBC driver before running Configuration Wizard.

� To add the MySQL JDBC driver

1 Download or locate the current MySQL JDBC driver for your version of the MySQL dataset you are running.

IMPORTANT You are responsible for obtaining this driver, and accept responsibility for any licensing issues and costs.

2 Copy the MySQL JDBC driver package (JAR file) to Apache Tomcat's common/lib directory. The default paths are:

� Windows: <Tomcat install path>\\common\lib

� Solaris: <Tomcat install path>//common/lib

Configuring settings in Configuration WizardBefore using BMC Remedy Knowledge Management 7.5, you need to configure system parameters in Configuration Wizard.

NOTE Before running the BMC Remedy Knowledge Management web application and starting Configuration Wizard, verify that Hummingbird SearchServer is up and running. By default, Hummingbird SearchServer should be running on Windows after being installed. When installing on the Solaris platform, you would have manually started Hummingbird SearchServer before running the installation.

Follow these procedures to configure BMC Remedy Knowledge Management using Configuration Wizard. After you have finished, you can log in to BMC Remedy Knowledge Management and perform additional configurations, if changes are required. For additional information, see the BMC Remedy Knowledge Management 7.5 Administration and Configuration Guide.



� To configure settings in Configuration Wizard

1 Open a browser to the BMC Remedy Knowledge Management URL (http://<host name>:<port>/rkm/).

� Host name—The computer to which BMC Remedy Knowledge Management is installed

� Port—Web server port (Apache Tomcat or IIS)

2 Enter the system configuration password (which is initially set to password), and click Login.

3 In the New and Confirm boxes, type a new system configuration password, consisting of at least six characters, and click Next.

4 In the Webserver ports page, use the following guidelines to fill in the following set during installation:

� The HTTP port is typically set at 8080 for Apache Tomcat stand-alone systems and set at 80 for Apache Tomcat integrated systems. By default, the HTTP port is set at 8080.

� The HTTPS port is specified only if you have configured your web server to use HTTPS; otherwise, you can leave the HTTPS port setting blank.

5 In the Language Selection page, select the languages you want to enable and click Next.

6 Configure the BMC Remedy Knowledge Management database settings, as follows, and click Next:

� Database Connection Settings:

� Type—The type of database management system. Use the drop-down list to choose from SQL Server, Oracle®, Sybase, or MySQL.

� Driver—The name of the database driver. This setting is dependent on your database type.

� URL—The name of the URL for the database. This setting is dependent on your database type.

� Knowledge Management Database Account:

� DB/Schema—The name of the BMC Remedy Knowledge Management database. By default, the name is rkm.

� User—The user account for the knowledge management database, that the BMC Remedy Knowledge Management system uses. By default, the name is RKMAdmin.

� Password—The password for the BMC Remedy Knowledge Management database user account.

� Create or do not create database objects—Select if the database objects should be created automatically by Configuration Wizard. If you choose not to create the objects automatically, you must create them manually.



� Knowledge Management Database Account:

� User—The database administrator user name for your database.

� Password—The password for the database administrator user name for your database.

NOTE The Knowledge Management Database Account section defines user permissions for creating the database objects. You can skip this section if you choose not to create objects.

7 In the Initialize Hummingbird SearchServer Indexes page, click Next to build the Hummingbird SearchServer indexes.

NOTE You can click Skip to proceed with the configuration process, and build the indexes at a later time. BMC Software recommends that you build the indexes now.

You might want to skip in either of these instances:

� You are setting up a load-balanced configuration and have already built the indexes from a prior instance of BMC Remedy Knowledge Management.

� You are setting up a load-balanced configuration, and BMC Remedy Knowledge Management is not yet set up to properly communicate with Hummingbird SearchServer. You might proceed setting up the other parts of the configuration and copy the following files manually to the fultext folder at a later time:

� rkm_doc.xml

� rkm_news_flash.xml

� fultext.stp

� kms_wl.stp

8 Click Next after indexing is finished.

NOTE BMC Remedy AR System forms are not indexed during this indexing process. For more information, see “Indexing BMC Remedy ITSM forms” on page 42.



9 Choose an authentication mode from the drop-down list, and click Next.

The following authentication modes are available:

� Remedy—The user must be defined in BMC Remedy AR System to gain access to BMC Remedy Knowledge Management.

� Internal—The user must be defined in the BMC Remedy Knowledge Management database.

NOTE Log in for the first time as Admin.

� None—The user is not prompted for a password when logging in to the system.

10 Click Next to initialize Hummingbird SerchServer and build the document indexes.

11 Click Finish.

Your BMC Remedy Knowledge Management system is now configured and operational. You can proceed to log in and perform additional tasks. For more information, see the BMC Remedy Knowledge Management 7.5 Administration and Configuration Guide.

NOTE Multi-tenancy functionality is applicable only when BMC Remedy Knowledge Management is integrated with BMC Remedy IT Service Management (BMC Remedy ITSM) and when using Remedy authentication mode. When integrated, this feature is sensitive to the BMC Remedy ITSM multi-tenancy setting. For additional information, see the Editing system configuration settings section, in the BMC Remedy Knowledge Management 7.5 Administration and Configuration Guide.

Using UTF-8 encodingIf you are using UTF-8 encoding with BMC Remedy Knowledge Management 7.5, perform the following procedures:

1 Open the conf folder on the Apache Tomcat server.

2 In the web.xml file, change the first line as follows:

3 In the server.xml file, change the first line as follows:

Change from: <?xml version="1.0"?>

Change to: <?xml version="1.0" encoding="UTF-8"?>





4 In the server.xml file add URIEncoding="UTF-8" to the XML Connector tags, as follows:

� In line 69:

� In line 91:

5 Start Apache Tomcat to effect the changes.

Connecting BMC Remedy AR System to BMC Remedy Knowledge Management

To perform BMC Remedy Knowledge Management 7.5 tasks from within BMC Remedy AR System applications, you need to define connection settings between BMC Remedy AR System and the BMC Remedy Knowledge Management server after BMC Remedy AR System is installed.

� To connect BMC Remedy AR System to BMC Remedy Knowledge Management

1 If you are using BMC Remedy AR System authentication mode in BMC Remedy User, create a user with BMC Remedy Knowledge Management system administrator permissions (KMSAC-KMSSysAdmin).

2 Log in to BMC Remedy AR System, with a user that has BMC Remedy Knowledge Management system administrator (KMSAC-KMSSysAdmin) permissions.

Change from: <Connector acceptCount="100" connectionTimeout="20000"disableUploadTimeout="true" enableLookups="false"maxHttpHeaderSize="8192" maxSpareThreads="75" maxThreads="150"minSpareThreads="25" port="8080" redirectPort="8443"/>

Change to: <Connector URIEncoding="UTF-8" acceptCount="100"connectionTimeout="20000" disableUploadTimeout="true"enableLookups="false" maxHttpHeaderSize="8192"maxSpareThreads="75" maxThreads="150" minSpareThreads="25"port="8080" redirectPort="8443"/>

Change from: <Connector enableLookups="false" port="8009"protocol="AJP/1.3" redirectPort="8443"/>

Change to: <Connector URIEncoding="UTF-8" enableLookups="false"port="8009" protocol="AJP/1.3" redirectPort="8443"/>



3 In the Quick Links section, click the Administration Console link.

4 Select the RKM Settings tab.

5 Click New to open the KMS:Administration_Integration form.

6 Enter the parameters of your BMC Remedy Knowledge Management server, as follows:

� Integration Type—All

� Http header—The HTTP:// or HTTPS:// header to access your server

� Server name—The computer to which BMC Remedy Knowledge Management is installed

� Port—Web server port

7 Save the record.

8 Verify that the auto populated value in the Short Description field contains the correct URL, for example: http://<server name>:<port>/rkm.

9 In BMC Remedy AR System, set the Remedy Knowledge Management application mode to Production, in the AR System Application State form.

Indexing BMC Remedy ITSM formsThe installation process includes indexing definitions for the following forms:

� HPD:Help Desk

� PBM:Problem Investigation

� PBM:Known Error

To complete the indexing definition of these forms, perform the following procedure.

NOTE Once you have completed these definitions, the forms can be indexed real time and offline.

� To index BMC Remedy forms

1 Log in to BMC Remedy User with a user that has BMC Remedy Knowledge Management system administrator permissions.

2 In the Quick Links, click the Administration Console link.

3 Click the Indexing tab.

4 In the Indexing Tables table, double-click the Incidents table.

The definition of the incidents definition table opens.

5 Double-click the entry in the Registered Indexing Forms.

The indexing definition of the HPD:Help Desk form opens.



6 Enter the following data:

� AR Server—Login name of user with administrator permissions, which is used by the BMC Remedy Knowledge Management system to log in to BMC Remedy AR system.

� AR Server Port—Connection port for the BMC Remedy AR System server

� AR Server User—Login name used by the BMC Remedy AR System server to log in with administrator permissions to BMC Remedy ITSM

� AR User Password—Password used by the BMC Remedy Knowledge Management system to log in to BMC Remedy AR System

� MidTier URL—The mid-tier URL for the current form. Use the following format:

http://<mid-tier host name>:<mid-tier port>/arsys/forms/<BMC Remedy AR System server host name>/HPD:Help Desk/

� Visibility Group—Internal

7 Click Save.

8 Repeat step 4 to step 7 for the PBM:Problem Investigation and PBM:Known Error forms. In step 6, set the value of MidTier URL to the appropriate form.

9 Restart Apache Tomcat to implement the indexing changes.

10 Log in to BMC Remedy Knowledge Management with system administrator permissions (KMSAC-KMSSysAdmin) and click the Settings tab.

11 In the System Management section, click Indexing Management.

12 Select Incidents, Known_Error and Problems tables from the list and click Build Selected to index the forms.

When the indexing is finished, you can begin working in the BMC Remedy Knowledge Management 7.5 application.

TIP Indexing BMC Remedy AR System forms can be a long process—hours, or even days—depending on the number of forms to index. System administrators might run indexing at a later time, and not immediately after logging in to the application for the first time.

For additional information, see the Integrating BMC Remedy Knowledge Management section in the BMC Remedy Knowledge Management 7.5 Administration and Configuration Guide.

Adding the usesolution.htm file to the mid tier web serverThis procedure is applicable when BMC Remedy Knowledge Management is integrated with BMC Remedy AR System, and BMC Remedy Knowledge Management and the mid-tier server are run on different servers. You do not have to implement this change if BMC Remedy Knowledge Management and the mid tier are run from the same server.



Because of security restrictions imposed by browsers, usesolution.htm facilitates communication between BMC Remedy Knowledge Management and the mid tier when each are run from different servers, and a knowledge article is used as a solution. After you add the usesolution.htm file to the mid tier web server, you must configure BMC Remedy Knowledge Management to know the URL to the usesolution.htm file.

� To add the usesolution.htm file to the mid tier web server

1 Copy the usesolution.htm file from the BMC Remedy Knowledge Management 7.5 installation directory (<BMC Remedy Knowledge Management root>\utilities\usesolution) to the BMC Remedy Mid Tier web server where it can be retrieved through a URL call.

For example, if the BMC Remedy Mid Tier server is running in Apache Tomcat, make a directory in the webapps directory, such as rkm, and copy the usesolution.htm file to this directory.

2 (optional) Verify that you can retrieve this file by typinghttp://<someserver>:8080/rkm/usesolution.htm in your browser, and retrieving the file. The location of this file on the BMC Remedy Mid Tier web server must be accessible through a URL call to it.

NOTE If multiple BMC Remedy Mid Tier servers are set up in a load-balanced configuration, then the URL should point to the load balancer URL of the BMC Remedy Mid Tier server., and not to an individual server.

3 In BMC Remedy Knowledge Management, click the Settings tab.

In the System Settings > Remedy Server Settings section for the usesolution.htm field, define the fully qualified URL that points to the usesolution.htm document (for example, http://someserver:8080/rkm/usesolution.htm.)

Post-installation tasks for migrationsPerform the following tasks if you are migrating from BMC Remedy Knowledge Management 7.2.

Applying the Hummingbird SearchServer 6.1 patchApply the latest Hummingbird SearchServer 6.1 patch immediately after installing Hummingbird SearchServer 6.1. For more information, see the BMC Remedy Knowledge Management 7.5 Release Notes.


Post-installation tasks for migrations

Copying the ssjdbc.properties fileIf you installed Hummingbird SearchServer 6.1 and BMC Remedy Knowledge Management 7.5 on different computers, copy the ssjdbc.properties file from the Hummingbird folder to the BMC Remedy Knowledge Management folder.

� For Windows:


Installing locale supportThe BMC Remedy AR SYSTEM part of the installation for BMC Remedy Knowledge Management installs the English locale only. The following locales are supported, but each requires a separate, manual installation procedure.

� English

� Spanish

� German

� French

� Italian

The following files are provided for each locale:

� RKMViews_<xx>:<xx>—The language code, for example, RKMViews_ru for Russian.

� A language dependent folder, named <xx> (see the previous bullet)—Contains ARX files with messages, per form.

Installing support for an additional locale requires that you perform the following high-level steps:

Step 1 Install locale-dependent views.

Step 2 Install locale-dependent messages.

NOTE Your BMC Remedy AR System server must support Unicode, or the locale you are installing.





� To install locale dependent views

1 Log in to BMC Remedy Developer Studio as an administrator.

2 Go to File, Import, and View Definitions, and select Next.

3 In the Select Server dialog box, select the server where you want to install the language addition, and then click Next.

4 In the Import Views dialog box, locate and select the RKMViews_<xx> file, where <xx> is the name of the locale you are installing.

5 Click Next.

6 Click Finish.

� To install locale dependent messages

1 Log in to BMC Remedy Data Import as an administrator.

2 Choose File > New Mapping.

3 Click the Mapping tab.

4 Browse to and select the file in the Source Data File field.

5 In the Target Server field, select the target server.

6 In the Target Form Name field, select AR System Message Catalog.

7 Click Auto Map and verify that the fields are mapped in the Field value Mappings table.

8 Click the Options tab.

9 In the Duplicates section, complete the following steps:

a In the Handle Duplicate Request Ids by field, select Update Old Record with New Record’s data.

b In the Match Duplicate Request by field, select Custom Fields.

c In the table, click Add.

d Choose the following fields:

� 150 (Message Type)

� 151 (Field Id or Message Num)

� 152 (Locale)

e Import/Start import.

10 Repeat step 3 to step 9 for each of the files in the applicable language folder.



Using UTF-8 encodingIf you are using UTF-8 encoding with BMC Remedy Knowledge Management 7.5 for the first time, perform the following procedures.

NOTE If UTF-8 encoding existed for version 7.2, verify the following information.

1 Open the conf folder on the Apache Tomcat server.

2 In the web.xml file, change the first line as follows:

3 In the server.xml file, change the first line as follows:

4 In the server.xml file add URIEncoding="UTF-8" to the XML Connector tags, as follows:

� In line 69:





Change from: <Connector acceptCount="100" connectionTimeout="20000"disableUploadTimeout="true" enableLookups="false"maxHttpHeaderSize="8192" maxSpareThreads="75" maxThreads="150"minSpareThreads="25" port="8080" redirectPort="8443"/>

Change to: <Connector URIEncoding="UTF-8" acceptCount="100"connectionTimeout="20000" disableUploadTimeout="true"enableLookups="false" maxHttpHeaderSize="8192"maxSpareThreads="75" maxThreads="150" minSpareThreads="25"port="8080" redirectPort="8443"/>



� In line 91:

5 Start Apache Tomcat to effect the changes.

Connecting BMC Remedy AR System to BMC Remedy Knowledge Management

To perform BMC Remedy Knowledge Management 7.5 tasks from within BMC Remedy AR System applications, you need to define connection settings between BMC Remedy AR System and the BMC Remedy Knowledge Management server after BMC Remedy AR System is installed.

� To connect BMC Remedy AR System to BMC Remedy Knowledge Management

1 If you are using BMC Remedy AR System authentication mode in BMC Remedy User, create a user with BMC Remedy Knowledge Management system administrator permissions (KMSAC-KMSSysAdmin).

2 Log in to BMC Remedy AR System, with a user that has BMC Remedy Knowledge Management system administrator (KMSAC-KMSSysAdmin) permissions.

3 In the Quick Links section, click the Administration Console link.

4 Select the RKM Settings tab.

5 Click New to open the KMS:Administration_Integration form.

6 Enter the parameters of your BMC Remedy Knowledge Management server, as follows:

� Integration Type—All

� Http header—The HTTP:// or HTTPS:// header to access your server

� Server name—The computer to which BMC Remedy Knowledge Management is installed

� Port—Web server port

7 Save the record.

8 Verify that the auto populated value in the Short Description field contains the correct URL, for example, http://<server name>:<port>/rkm.

9 In BMC Remedy AR System, set the Remedy Knowledge Management application mode to Production, in the AR System Application State form.

Change from: <Connector enableLookups="false" port="8009"protocol="AJP/1.3" redirectPort="8443"/>

Change to: <Connector URIEncoding="UTF-8" enableLookups="false"port="8009" protocol="AJP/1.3" redirectPort="8443"/>



Indexing BMC Remedy ITSM formsThe installation process includes indexing definitions for the following forms:

� HPD:Help Desk

� PBM:Problem Investigation

� PBM:Known Error

To complete the indexing definition of these forms, perform the following procedure.

NOTE Once you have completed these definitions, the forms can be indexed real time and offline.

� To index BMC Remedy forms

1 Log in to BMC Remedy User as a user that has BMC Remedy Knowledge Management system administrator permissions.

2 In the Quick Links, click the Administration Console link.

3 Click the Indexing tab.

4 In the Indexing Tables table, double-click the Incidents table.

The definition of the incidents definition table opens.

5 Double-click the entry in the Registered Indexing Forms.

The indexing definition of the HPD:Help Desk form opens.

6 Enter the following data:

� AR Server—Login name of user with administrator permissions, which is used by the BMC Remedy Knowledge Management system to log in to BMC Remedy AR system.

� AR Server Port—Connection port for the BMC Remedy AR System server

� AR Server User—Login name used by the BMC Remedy AR System server to log in with administrator permissions to BMC Remedy ITSM

� AR User Password—Password used by the BMC Remedy Knowledge Management system to log in to BMC Remedy AR System.

� MidTier URL—The mid-tier URL for the current form. Use the following format:

http://<mid-tier host name>:<mid-tier port>/arsys/forms/<BMC Remedy AR System server host name>/HPD:Help Desk/

� Visibility Group—Internal

7 Click Save.

8 Repeat step 4 to step 7 for the PBM:Problem Investigation and PBM:Known Error forms. In step 6, set the value of MidTier URL to the appropriate form.



9 Restart Apache Tomcat to implement the indexing changes.

10 Log in to BMC Remedy Knowledge Management with system administrator permissions (KMSAC-KMSSysAdmin) and click the Settings tab.

11 In the System Management section, click Indexing Management.

12 Select Incidents, Known_Error and Problems tables from the list and click Build Selected to index the forms.

When the indexing is finished, you can begin working in the BMC Remedy Knowledge Management 7.5 application.

TIP Indexing BMC Remedy AR System forms can be a long process—hours, or even days—depending on the number of forms to index. System administrators might run indexing at a later time, and not immediately after logging in to the application for the first time.

For additional information, see the Integrating BMC Remedy Knowledge Management section in the BMC Remedy Knowledge Management 7.5 Administration and Configuration Guide.

Configuration, customization, and data from version 7.2BMC Remedy Knowledge Management 7.5 by default is not installed to the default installation location for BMC Remedy Knowledge Management 7.2. When migrating to BMC Knowledge Management 7.5, perform the following procedure to save the configuration and customization settings and data that you created in BMC Remedy Knowledge Management 7.2.

Restoring filesIf you installed BMC Remedy Knowledge Management 7.5 either to a new directory or to the BMC Remedy Knowledge Management 7.2 installation directory, you must perform the following procedure.

� To restore files when migrating to BMC Remedy Knowledge Management

1 Confirm that Apache Tomcat and BMC Remedy Knowledge Management are not running.

2 If you are not performing a new Apache Tomcat installation and are using the same Apache Tomcat that you used in BMC Remedy Knowledge Management 7.2, remove the following files from the <Apache Tomcat installation directory>\common\endorsed:

� commons-dbcp-1.2.1.jar

� commons-pool-1.3.jar

� ssjdbc50.jar



3 Copy the contents of the kms_data directory and child directories from the BMC Remedy Knowledge Management 7.2 location or the location containing the backed-up files, to the kms_data directory for BMC Remedy Knowledge Management 7.5.

4 Copy the KMS_config.xml file from the kms_conf directory (either from the BMC Remedy Knowledge Management 7.2 location or the location containing the backed up files) to the kms_conf directory for BMC Remedy Knowledge Management 7.5.

5 If you are installing the BMC Remedy Knowledge Management 7.5 web application, perform the following steps to define new definitions for Hummingbird SearchServer:

a Back up the searchserver section in KMS_config.xml of 7.5.

b Override the KMS_config.xml for BMC Remedy Knowledge Management 7.5 with the KMS_config.xml for BMC Remedy Knowledge Management 7.2.

c Copy the searchserver section of BMC Remedy Knowledge Management 7.2, and replace the searchserver section of BMC Remedy Knowledge Management 7.5, as follows:

<searchEngine max-active="2" max-dyx-size="50" max-hits="50" max-idle="1" min-dyx-checkDelay="2" min-idle="0" props="default" url="jdbc:searchserver:SearchServer_6.1"/>

Migrating templatesMigrate your templates as indicated in Table 5-1.

Table 5-1: Template migration scenarios

Templates to use in BMC Remedy Knowledge Management 7.5

Instructions

Default new templates When you copy and restore the old data directory to the new one, do not copy the templates directory.

New templates with changes copied from modified BMC Remedy Knowledge Management 7.2 templates

Open copies of both template versions in an editor, and move the changes made to the BMC Remedy Knowledge Management 7.2 templates into the BMC Remedy Knowledge Management 7.5 templates. When you copy and restore the old data directory to the new data directory, do not copy the templates directory.

Templates from BMC Remedy Knowledge Management 7.2 that you modified

Copy and restore the BMC Remedy Knowledge Management 7.2 data directory to the new BMC Remedy Knowledge Management 7.5 data directory.

Templates from BMC Remedy Knowledge Management 7.2 that you did not modify

Copy and restore the BMC Remedy Knowledge Management 7.2 data directory to the new BMC Remedy Knowledge Management 7.5 data directory.



Setting query optionsThe query options conform to a new format. Recustomize customized query options only if you have changed the default.

The previous query options are saved in the same form (KMS:General_QueryOptions), with the following changes:

� The Menu Title is concatenated with the install date.

� The status is changed to Inactive.

For additional information, see Defining Sensitivity field options in the Customizing your implementation section of the BMC Remedy Knowledge Management 7.5 Administration and Configuration Guide.

NOTE If you have not upgraded to BMC Remedy ITSM 7.5, restore the query options to the previous setting.

Converting BMC Remedy AR System index definitionsBMC Remedy Knowledge Management supports the indexing of BMC Remedy forms and field data. In earlier BMC Remedy Knowledge Management versions, indexing data for BMC Remedy AR System forms was defined in the KMS_config.xml configuration file. In BMC Remedy Knowledge Management 7.5, indexing data for BMC Remedy AR System forms is defined in BMC Remedy AR System.

If you have set up BMC Remedy AR System indexes in BMC Remedy Knowledge Management 7.2, you must migrate existing BMC Remedy AR System indexing definitions to the BMC Remedy AR System server. When migrating the data, re-indexing is necessary only if any of the values, including those for table name, label, and list of fields, have been changed from the XML index version to the BMC Remedy AR System based configuration. If the values remain the same, re-indexing is not necessary because only the location of the definitions has changed, not the definitions. For additional information, see “Indexing AR System forms” in the BMC Remedy Knowledge Management 7.2 Planning and Configuration Guide.

The definitions in the KMS_config.xml file continue to work until you migrate them to the new BMC Remedy AR System 7.5 based definitions, on upgrading from BMC Remedy Knowledge Management 7.2 to BMC Remedy Knowledge Management 7.5.

If you have set up these indexes in BMC Remedy Knowledge Management 7.2, BMC software strongly recommends that you convert them to the version 7.5, BMC Remedy AR System based definitions. The conversion process moves the data directly from the XML elements and attributes to Forms and fields.

To perform the conversion, the following guides are required:

� BMC Remedy Knowledge Management 7.2 Planning and Configuration Guide

� BMC Remedy Knowledge Management 7.5 Administration and Configuration Guide



The following elements, discussed in the BMC Remedy Knowledge Management 7.2 Planning and Configuration Guide, have been converted to BMC Remedy AR System forms:

� Table: KMS:OnlIndxTable

� Form: KMS:OnlIndxForm

� Fields: KMS:OnlIndxField

� Categorization: KMS:OnlIndxCategorization

Any of the other elements or attributes of these elements are form fields. For example, the BMC Remedy Knowledge Management 7.2 Planning and Configuration Guide references that the <form> element has the following attributes and sub-elements:

� Attributes:

� name

� vg

� server

� user

� Sub-Elements:

� midtier

� qualification

� fields

� categorization

The attributes are now form fields on the form, and the midtier and qualification elements are also form fields of the appropriate form.

� To convert BMC Remedy AR System indexing definitions

Using the information from the BMC Remedy Knowledge Management 7.2 Planning and Configuration Guide, the new guide for defining indexes, and the form conversions in the “Converting BMC Remedy AR System index definitions” section, you can move your data from the XML format directly in the KMS_config.xml file into the BMC Remedy AR System form. When you are finished, remove them from the KMS_config.xml file to avoid duplicate entries in BMC Remedy Knowledge Management.

IMPORTANT Always keep a backup of the information you are removing, until you have verified that everything works properly.

If BMC Remedy ITSM is installed, the indexing data is imported and you must complete definitions as you would for a first-time installation. For additional information see “Indexing BMC Remedy AR System forms” in the BMC Remedy Knowledge Management 7.5 Administration and Configuration Guide.



Setting application modeAfter installation of the BMC Remedy Knowledge Management application on the BMC Remedy AR System, the application is set by default to Maintenance. Map the roles to the applicable groups.

� To set application mode

1 Log in to BMC Remedy User Tool as an administrator.

2 Search for the BMC Remedy Knowledge Management application in the AR System Application State form.

3 Change the state of the application to Production.

4 Save the form.

Verifying the migration1 Open a browser to the BMC Remedy Knowledge Management URL

(http://<host name>:<port>/rkm/).

� Host name—The computer to which BMC Remedy Knowledge Management is installed

� Port—Web server port (Apache Tomcat or IIS)

2 Log in to the application.

If a connection error occurs, the diagnostic testing process detects the causes and opens the System Management pages that require changes.

Adding the usesolution.htm file to the mid tier web serverfsThis procedure is applicable when BMC Remedy Knowledge Management is integrated with BMC Remedy AR System, and BMC Remedy Knowledge Management and the mid-tier server are run on different servers. You do not have to implement this change if BMC Remedy Knowledge Management and the mid tier are run from the same server.

Because of security restrictions imposed by browsers, usesolution.htm facilitates communication between BMC Remedy Knowledge Management and the mid tier when each are run from different servers, and a knowledge article is used as a solution. After you add the usesolution.htm file to the mid tier web server, you must configure BMC Remedy Knowledge Management to know the URL to the usesolution.htm file.


Where to go from here

� To add the usesolution.htm file to the mid tier web server

1 Copy the usesolution.htm file from the BMC Remedy Knowledge Management 7.5 installation directory (<BMC Remedy Knowledge Management root>\utilities\usesolution) to the BMC Remedy Mid Tier web server where it can be retrieved through a URL call.

For example, if the BMC Remedy Mid Tier server is running in Apache Tomcat, make a directory in the webapps directory, such as rkm, and copy the usesolution.htm file to this directory.

2 (optional) Verify that you can retrieve this file by typinghttp://<server name>:8080/rkm/usesolution.htm in your browser, and retrieving the file. The location of this file on the BMC Remedy Mid Tier web server must be accessible through a URL call to it.

NOTE If multiple BMC Remedy Mid Tier servers are set up in a load-balanced configuration, then the URL should point to the load balancer URL of the BMC Remedy Mid Tier server, and not to an individual server.

3 In BMC Remedy Knowledge Management, click the Settings tab.

4 In the System Settings > Remedy Server Settings section for the usesolution.htm field, define the fully qualified URL that points to the usesolution.htm document (for example, http://<server name>:8080/rkm/usesolution.htm.)

Where to go from hereWhen your BMC Remedy Knowledge Management installation and configuration are complete, your system is fully operational.

The following table lists the documentation available for BMC Remedy Knowledge Management 7.5 for reference purposes.

The documentation is available on the BMC Remedy Knowledge Management product installation CD and on the Customer Support website at: http://www.bmc.com/support_home.

Title Description Audience

BMC Remedy Knowledge Management 7.5 Release Notes

New and enhanced features, and resolved and known issues

General

BMC Remedy Knowledge Management 7.5 Administration and Configuration Guide

Generic knowledge management concepts; and best practices for planning, implementing, maintaining, and configuring BMC Remedy Knowledge Management

Administrators

BMC Remedy Knowledge Management 7.5 User’s Guide

Information about using BMC Remedy Knowledge Management, and performing Knowledge and System Administrator tasks from within the application

Users and Administrators




Appendix

A
Configuring load balancing
Configuring a load-balanced environment shares the computer workload, optimizing system performance and providing failover capacity in the event of server failure. This section describes how to Configure BMC Remedy Knowledge Management 7.5 in a load-balanced environment.



Configuring BMC Remedy Knowledge Management 7.5 in a load-balanced environment

Load balancing distributes traffic from multiple clients to multiple servers to prevent server overload. BMC Remedy Knowledge Management 7.5 supports the following load balancing policies:

� Least connections—Route requests to the server with the fewest active connections.

� Round-robin—Route requests to other servers in sequential and circular order.

� Fastest—Route requests to the server with the fastest current response time.

A single instance of BMC Remedy Knowledge Management can service the same number of users required by multiple mid tier servers. However, for providing common architecture with the mid tier, the best decision would be to load balance BMC Remedy Knowledge Management.

To use the load-balancing feature you must perform the following tasks:

Step 1 Set up a load-balanced environment.

Step 2 Enable load balancing in BMC Remedy Knowledge Management.

Server components and filesConfiguring BMC Remedy Knowledge Management for load balancing requires setting up a shared configuration with multiple servers. Each server has specific components and files that might or might not be shared among all servers.

The server components for load-balanced environments are as follows:

� Load-balancing server—Contains either the software or hardware load balancer.

� Data server or servers—One or more servers that contain one instance of the following components:

� Hummingbird SearchServer

� BMC Remedy Knowledge Management database

� BMC Remedy Knowledge Management folder, which contains the following files:

BMC Remedy Knowledge Management WAR file

BMC Remedy Knowledge Management file system, which contains knowledge articles and configuration files

KMS_config.xml configuration file



� Knowledge management server or servers—Contains the JSP container (Apache Tomcat 5.5 or later) running an instance of the BMC Remedy Knowledge Management 7.5 application

NOTE There should be two or more knowledge management servers to share the workload.

For more information, see Figure A-1 on page 69 and Figure A-2 on page 70.

PrerequisitesTo build knowledge management servers, you must install the following components on each server:

� JDK 5.0 or later

� Apache Tomcat 5.5 or later

� BMC Remedy Knowledge Management 7.5 or later

Load-balancing configuration strategiesIn a load-balanced scenario, two or more BMC Remedy Knowledge Management servers point to the same single instance of data. This data comprises three items: the database, BMC Remedy Knowledge Management data files on the file system, and Hummingbird SearchServer.

These data items can all reside on a single server, on their own servers, or in any combination.What is important is that the multiple instances of BMC Remedy Knowledge Management point to a single instance of the database, to a single instance of the data files, and to a single instance of Hummingbird SearchServer.

You can choose any of the following ways to configure the load-balancing system:

� Hosting components on three data servers: One to host Hummingbird SearchServer, a second to host the knowledge management database, and a third to host the file system

� Running Hummingbird SearchServer, the knowledge management database, and the file system on a single data server

� Splitting the components between two data servers



Every system requires at least one data server. To implement BMC Remedy Knowledge Management in a load-balanced environment, you must configure the following servers:

� Data server

� Knowledge management server

� Apache Tomcat 5.5 or later.

� RKM_BootCfg.xml file—Points to the path of the centralized configuration files.

� rkm.xmlfile—Points to the path of the centralized BMC Remedy Knowledge Management WAR file.

Planning the load-balancing environmentBefore implementing a load-balanced environment, be aware of the following considerations:

� Security considerations

� Failover considerations

Security considerationsA shared configuration requires special security considerations. To secure your environment, BMC Software recommends performing the following steps:

Step 1 Generate a user with read and write access to the knowledge articles.

Step 2 Have this user start the following services:

� Hummingbird SearchServer service for Java—By default, Hummingbird SearchServer is started by the local system user, who has access only to that server. Since Hummingbird SearchServer requires R/W access to the knowledge solutions, which might reside on another server, the Hummingbird SearchServer service must be started by a user who has R/W access to the knowledge solution server.

� Apache Tomcat service—Requires the same read/write access as the Hummingbird SearchServer service.

Failover considerationsHummingbird SearchServer does not provide a self-replication or backup mechanism (unlike database systems), and can therefore become the single point of failure in a BMC Remedy Knowledge Management load-balanced environment. When a system failure occurs on the Hummingbird SearchServer data server, it is necessary to configure a new data server for Hummingbird SearchServer, and to subsequently rebuild the Hummingbird SearchServer tables manually.



An automatic switchover can be performed if primary server failure occurs, by electing to generate, in advance, a secondary (backup) Hummingbird SearchServer data server and mechanism, such as a script. In this case, Hummingbird SearchServer tables also need to be rebuilt manually.

Process overviewThis section provides detailed instructions on configuring the load-balancing environment for your organization. To configure BMC Remedy Knowledge Management for load balancing, you must perform the following tasks:

Step 1 Configure a shared environment with data servers and knowledge management servers.

a Build the knowledge management servers.

b Build the data servers.

c Copy and share system files.

Step 2 Change the startup user for the Hummingbird SearchServer and Apache Tomcat services (for Windows only).

Step 3 Edit the BMC Remedy Knowledge Management configuration file (KMS_config.xml) to define the two or more configured servers in the cluster and to enable the load-balancing feature.

Step 4 Build the Hummingbird SearchServer tables.

NOTE See the documentation provided with your organization's load balancer for configuration information.

Configuring a shared environmentTo configure BMC Remedy Knowledge Management to run in a load-balanced environment, set up a shared configuration in which each server has the required components installed and has access to a common file system. A shared environment should have one copy each of the BMC Remedy Knowledge Management WAR file and the configuration file, as shared system files that are accessible to all servers.

Building knowledge management serversIt is good practice to build multiple knowledge management servers to distribute the work load properly and plan for redundancy. Knowledge management servers share the same instance of Hummingbird SearchServer, the knowledge management database, and the knowledge resource file system.

Follow this procedure to build knowledge management servers.



� To build the knowledge management server

1 Install the JDK on each computer that hosts a knowledge management server.

2 Verify that you have access to the data server that contains the knowledge file system.

NOTE Each knowledge management server must have access to this shared location.

3 Install BMC Remedy Knowledge Management, and Apache Tomcat if required, on each knowledge management server.

IMPORTANT Do not install Hummingbird SearchServer 6.1 in this step.

Building the data serversThe data server hosts the BMC Remedy Knowledge Management database, Hummingbird SearchServer, and the file system. You can build a data server that hosts all data components, or multiple data servers that host each data component separately.

The following database types are supported:

� Oracle®

� Microsoft SQL Server

� Sybase

� MySQL

� To build the data server

1 Install the relevant database on the data server.

2 Install Hummingbird SearchServer 6.1 on the data server.

TIP Run the BMC Remedy Knowledge Management installation program and select HummingbirdSearchService as the only component to install.

3 Stop and restart the Hummingbird Search Service for Java service as an administrator user.

Copying and sharing filesIn this step, you complete the shared configuration by copying certain folders and files from the knowledge management servers to the data server, and sharing these files among all servers. This centralizes the application so that only one copy of common files must be maintained.



� To copy and share common files

1 Copy the relevant BMC Remedy Knowledge Management folder from any of the knowledge management servers to the data server, as follows:

� Windows systems: <drive>\Program Files\ar system applications\BMC Remedy Knowledge Management

� Solaris systems: Use NFS or Samba to set up common paths to be used by all BMC Remedy Knowledge Management instances to the data directories.

NOTE This folder contains the WAR file, which must always be the most recently updated version.

2 Delete the BMC Remedy Knowledge Management folder from all knowledge management servers.

NOTE The BMC Remedy Knowledge Management folder on the data server should be the single shared copy.

3 On the data server, share the BMC Remedy Knowledge Management folder with a unique share name. Perform the following relevant process:

For Windows:

a On the data server, right-click the folder \Program Files\BMC Software\BMC Remedy Knowledge Management, and choose Sharing and Security.

b Click the Sharing tab.

c Select Share this folder.

d In the Share name box, type a name for the share.

e Click Permissions.

f On the Share Permissions tab, grant full control to everyone and click OK.

g Click the Security tab.

h In the Group or User names box, select Everyone and check Allow Full Control.

For Solaris: Run the equivalent procedure.

NOTE The user that starts the Hummingbird SearchServer service must have full access rights to the share, by whatever account the application is running under on the application servers. This is required to enable communication between the Apache Tomcat and Hummingbird SearchServer, and the data server. You are not, however, required to grant full control to all users.



4 On the data server, copy the contents of the BMC Remedy Knowledge Management fultext folder to the corresponding Hummingbird directory.

� For Windows:


5 On the data server, copy the ssjdbc.properties file from the Hummingbird directory to the BMC Remedy Knowledge Management directory on the data server.

� For Windows:


6 On the data server, verify that the ssjdbc.properties file contains the IP address or the host name on which the Hummingbird SearchServer is installed.

7 On each knowledge management server, set the BootConfigurationDirectory parameter in the RKM_BootCfg.xml file to the BMC Remedy Knowledge Management data folder on the data server. Use the data server IP address and the share name in the path.

<BootConfigurationDirectory>\\<data server IP address>\<share name>\data\</BootConfigurationDirectory>

NOTE The location of the RKM_BootCfg.xml file is as follows:

Windows: <drive>\Program Files\Apache Software Foundation\Tomcat 5.5\webapps folder to include the IP address of the data server.

Solaris: The location in which Apache Tomcat is installed.

Copy from: <drive>\Program Files\BMC Software\BMC Remedy Knowledge Management\SS\fultext

Copy to: <drive>\Program Files\Hummingbird\SearchServer 61\fultext





8 Copy the RKM_Context.xml file from the data server to the Apache Tomcat folder on each knowledge management server, as follows:

� For Windows:


9 On each knowledge management server, rename the RKM_Context.xml file to rkm.xml.

IMPORTANT The rkm.xml file name is case sensitive and must contain lowercase letters only.

10 On each knowledge management server, update the rkm.xml file to include the IP address of the data server in both the docBase and BootConfigurationDirectory parameters.

a Edit the rkm.xml file.

b Set the docBase parameter to the location of the rkm.war file on the data server:

docBase="\\<data server IP address>\<share name>\war\rkm.-7.5war

c Set the BootConfigurationDirectory to the BMC Remedy Knowledge Management data folder on the data server.

<Parameter name>="BootConfigurationDirectory"value="\\<data server IP address>\<share name>\data\

11 On each knowledge management server, stop and restart the Apache Tomcat service.

Changing service startup users

NOTE This procedure is required for Windows installations only.

By default, the local system user starts the Apache Tomcat and Hummingbird SearchServer services, but cannot access file systems on other servers. Therefore, Apache Tomcat and Hummingbird SearchServer cannot access file systems on other servers.

Since data is shared among servers, the user who starts these services must have read/write access to the knowledge management solutions.

Copy from: <drive>\Program Files\BMC Software\BMC Remedy Knowledge Management\data\kms_conf\boot\ RKM_Context.xml

Copy to: <drive>\Program Files\Apache Software Foundation\Tomcat 5.5\conf\Catalina\localhost\ RKM_Context.xml



� To change the service startup user

1 Generate a user that has read/write access to the knowledge resources.

2 Open Windows Services.

3 Right-click the Apache Tomcat service and select Properties.

4 Click the Log On tab.

5 Select the This account option button and enter the new user account to start Apache Tomcat.

6 Click OK to save the changes.

7 Repeat step 3 through step 6 for the Hummingbird SearchServer service.

Updating the configuration fileTo complete the load-balance implementation, you must make the following changes to the KMS_config.xml configuration file:

Step 1 Enable load balancing.

Step 2 Add the SearchServer properties file to the SearchEngine element.

Step 3 Add a new cluster element to define all servers in the load-balance cluster.

� To update the configuration file

1 Open the KMS_config.xml file located in the kms_conf directory on the data server, and locate the RKM_boot element.

2 To enable load balancing, add an application element with the following attribute: load-balance="true"

Your configuration file should look similar to the following example:

<RKM_boot><application load-balance="true" db="" files="true" log_level="2" ......</application></RKM_boot>

3 Locate the SearchEngine element and add the props attribute to specify the SearchServer properties file.

Your configuration file should look similar to the following example:

<RKM_boot><application load-balance="true" db="" files="true" log_level="2" ......</application><searchEngine driver="jdbc.searchserver.SSDriver"props="\\<data server IP address>\<share name>\ssjdbc.properties ...</RKM_boot>



4 Add a new cluster element in the application section that contains all servers in the cluster.

For example, if you have three servers in the cluster, your configuration file should look similar to the following example:

<application load-balance="true" db="" files="true" log_level="2" ...<cluster><server server="<server1 IP address or DNS qualified server name>"/><server server="<server2 IP address or DNS qualified server name>"/><server server="<server3 IP address or DNS qualified server name>"/></cluster></application>

NOTE In the server element, you can use either the server IP address or the fully qualified server name.

5 Restart the Apache Tomcat on each knowledge management server.

Building the Hummingbird SearchServer tablesAfter you have configured the shared environment, you can log in to BMC Remedy Knowledge Management by accessing the URL of any of the knowledge management servers, http://<knowledge management server IP address>:8080/rkm.

Since the data is shared, you can see the same information from any knowledge management server.

� To build the Hummingbird SearchServer tables

1 Log in to BMC Remedy Knowledge Management with an administrator ID.

2 On the Settings page, click System Settings.

3 Click the Indexing Management link.

4 Select the Table check box.

5 Click the Build Selected button.

Load-balancing configuration examplesThe following examples depict common configuration load-balanced environment configurations. The examples require the following properly configured servers:

� Knowledge management servers

� Data servers



Knowledge management serversThere can be one or more knowledge management servers. This server contains the following files and components:

� JSP container (Apache Tomcat)

� RKM_Context.xml file

� RKM_BootCfg.xml file

� Database JDBC drivers

� Hummingbird SearchServer JDBC drivers

� BMC Remedy Action Request System (BMC Remedy AR System) API files

Data servers

NOTE All data components can reside on one data server, if necessary.

This data server is typically the same server as the BMC Remedy AR System database server, and contains the following files and components:

� Database management system

� BMC Remedy Knowledge Management database (rkm)

This data server is typically a high availability server, such as NAS or RAID, and contains the following files and components:

� KMS_config.xml file

� kms_data folder

� kms_conf folder

� rkm.war file

� Data server that contains Hummingbird SearchServer 6.1

Example 1: Single data server with multiple knowledge management serversIn this example, the load balancer directs traffic to three knowledge management servers that share a single data server. The single data server contains Hummingbird SearchServer, the knowledge management database, and the knowledge solutions file system. Each knowledge management server can be used to back up the others in the event of server failure, as illustrated in Figure A-1.



Figure A-1: A single data server with multiple knowledge management servers

Example 2: Multiple data servers with multiple knowledge management serversIn this example, the load balancer directs traffic to three knowledge management servers that share the following three data servers:

� BMC Remedy AR System server—Also contains the BMC RemedyKnowledge Management database.

� Application server—Contains the Hummingbird SearchServer application and index tables. This server must have an operating system installed to run the Hummingbird SearchServer application.

� Data server—Contains the knowledge management solutions, templates, and KMS_config.xml configuration file. Typically this is a NAS or RAID server, for high availability.

BMC RemedyKnowledge Management

HTTP servers


data server

HTTPload balancer

File system SQL database Search server

Browserstandaloneinterface




Figure A-2: Multiple data servers with multiple knowledge management servers


HTTP servers

HTTPload balancer



Knowledgeresources

Dataserver

Applicationserver

BMC RemedyAR SYSTEM server

SQLdatabase

BMC RemedyAR SYSTEM

Search server


Appendix

B
Uninstalling
This section provides instructions for uninstalling BMC Remedy Knowledge Management 7.5.

Appendix B Uninstalling 71


Uninstalling BMC Remedy Knowledge Management 7.5

To uninstall BMC Remedy Knowledge Management 7.5, perform the following procedure.

� To uninstall BMC Remedy Knowledge Management 7.5

1 Undeploy the WAR file on the web server.

2 Delete the BMC Remedy Knowledge Management 7.5 installation directory.


Appendix

C
File locations
This section contains information about the files that are generated or modified during the installation of BMC Remedy Knowledge Management 7.5.

Appendix C File locations 73


Table C-1: Installed files and locations

File type Location

Executable files Windows: <drive>:\<BMC_Rkm>\Windows\VM\Disk 1\InstData\VM\setup.exeSolaris: /cdrom/rkm_7_5_00/<BMC_Rkm>/Solaris/VM/Disk1/InstData/VM/setup.bin

Log files Logs: Primarily logs from the BMC Remedy AR System related items in the BMC Remedy Knowledge Management installation.� Windows: <BMC Remedy Knowledge Management 7.5 installation directory>\BMC Remedy Knowledge Management\Logs

� Solaris: <Install location>/Logs

Bmc_RkmInstalledConfiguration.xml: Stores information about what was installed after the installation is complete.� Windows: <BMC Remedy Knowledge Management <version> installation directory>\Bmc_RkmInstalledConfiguration.xml

� Solaris: <Install location>/Bmc_RkmInstalledConfiguration.xml

BMC_Remedy_Knowledge_Management_InstallLog.log: Logs Java-related events, such as classes that were executed.� Windows: <BMC Remedy Knowledge Management <version> installation directory>\BMC_Remedy_Knowledge_Management_InstallLog.log

� Solaris: <Install location>/BMC_Remedy_Knowledge_Management_InstallLog.log

*.log: Temporary file that exists only while the installation process is running. � Windows: \Documents and Settings\<logged in user>\Local Settings\Temp\Utilities\*.log

� Solaris: /usr/tmp/Utilities/*.log

bmc_rkm_install_log.txt� Windows: C:\Documents and Settings\<logged in user>\Local Settings\Temp\bmc_rkm_install_log.txt: Includes events from previous installations.

� Solaris: /usr/tmp/bmc_rkm_install_log.txt

Configuration file � Windows: <Root of BMC Remedy Knowledge Management installation directory>/data/kms_conf

� Solaris: <home>/data/kms_conf


Appendix

D
Troubleshooting
This section provides a solution to errors that might be caused by a locked Sybase login, when you create database objects for a Sybase database.

The following topic is provided:

� Database object creation error (page 76)

Appendix D Troubleshooting 75


Database object creation errorProblem An error occurs when you create database objects from the Database Connection

Settings page for a Sybase database. The error in the BMC Remedy Knowledge Management log file indicates that BMC Remedy Knowledge Management failed to create a database connection, and that the login failed.

Cause The error might be caused by a locked Sybase login.

Solution

1 Log in to isql with the sa login:

isql –U sa –P <sa’s password>

2 Run the following sql command:

sp_displaylogin <rkm user>

3 Verify that Locked=YES.

4 Run the following sql command to unlock the user:

sp_locklogin <rkm user>, unlock

5 Exit isql.

6 Access the Database Connections screen in Configuration Wizard, and check the following option: Do not create database objects.


A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Index

AApache Tomcat, installing 16application mode, setting 54

BBMC Remedy AR System Integration, installing 16BMC Remedy AR System, connecting to 41, 48BMC Software, contacting 2building a knowledge management server 61building tables 67

Cchanging the service startup user 65common files, copying and sharing 62configuration file

location 74updating 66

configuration settings in Configuration Wizard 37connecting BMC Remedy AR System 41, 48converting BMC Remedy AR System index

definitions 52copying and sharing common files 62customer support 3

Ddatabase object creation error 76DISPLAY environment variable 18downloading files 15

Eencoding, UTF-8 40, 47EPD files 15errors, database object creation 76examples, load-balanced environment 67executable files 74

Ffailover considerations 60file locations 74files, restoring after migration 50fresh installations, post-installation tasks 35

Hhardware requirements 15Hummingbird SearchServer 5.4, uninstalling 18Hummingbird SearchServer 6.1, installing 16

Iindex definitions, converting 52indexing BMC Remedy ITSM forms 42, 49installation roadmap 11installation scenarios 14installation worksheets 21installing

BMC Remedy AR System Integration 16BMC Remedy Knowledge Management 7.5 26Hummingbird SearchServer 6.1 16Tomcat 16without BMC Remedy Action Request System

Integration 14ITSM and indexing 42, 49

Kkey, license 15KMS_config.xml 66knowledge management server, building 61

Index 77

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Llicense key 15load-balanced environment 58

configuration process 61configuration strategies 59examples 67installation options 15planning 60

locale support 35, 45log files 74

Mmid tier and usesolution.htm 43, 54migrating

from BMC Remedy Knowledge Management 7.2 14

post-installation tasks 44restoring files 50setting query options 52templates 51

migrations, pre-installation tasks 18mode, application 54MySQL JDBC driver 37

Ooverview 10

Ppatch, Hummingbird SearchServer 6.1 35permissions 17port conflicts, avoiding 27post-installation tasks

fresh installations 35migrations 44overview 32

pre-installation tasksfresh installations 16migrations 18

product support 3

Qquery options, setting 52

Rrequirements, hardware and software 15

SSearchServer 5.4, uninstalling 18SearchServer 6.1, installing 16security in a load-balanced environment 60server components and files (load-balanced) 58service startup user, changing 65sharing and copying common files 62software requirements 15ssjdbc.properties file 35startup user, changing 65support, customer 3

Ttables, building 67technical support 3templates, migrating 51Tomcat, installing 16

Uuninstalling

BMC Remedy Knowledge Management 7.5 71Hummingbird SearchServer 5.4 18

usesolution.htm and mid tier 43, 54UTF-8 encoding 40, 47

Wworksheets, installation 21


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<< On June 1, 1996 Grady Ward announced that the fruits of the Moby project were being placed in the public domain: The Moby lexicon project is complete and has been place into the public domain. Use, sell, rework, excerpt and use in any way on any platform. Placing this material on internal or public servers is also encouraged. The compiler is not aware of any export restrictions so freely distribute world-wide. You can verify the public domain status by contacting Grady Ward 3449 Martha Ct. Arcata, CA 95521-4884 [email protected] >>The project is available either as a complete distribution [26MB] or as set of subprojects: Moby Hyphenator 185,000 entries fully hyphenated mhyph.tar.Z [980kB] Moby Language Word lists in five of the world's great languages mlang.tar.Z [2.3MB] Moby Part-of-Speech 230,000 entries fully described by part(s) of speech, listed in priority order mpos.tar.Z [1.2MB] Moby Pronunciator 175,000 entries fully International Phonetic Alphabet coded mpron.tar.Z [3.1MB] Moby Shakespeare The complete unabridged works of Shakespeare mshak.tar.Z [2.3MB] Moby Thesaurus 30,000 root words, 2.5 million synonyms andrelated words mthes.tar.Z [12MB] Moby Words 610,000+ words and phrases. The largest word list in the world mwords.tar.Z [4.0MB].

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Sun Microsystems, Inc. Binary Code License Agreement1. LICENSE TO USE. Sun grants you a non-exclusive and non-transferable license for the internal use only of the accompanying software and documentation and any error corrections provided by Sun (collectively "Software"), by the number of users and the class of computer hardware for which the corresponding fee has been paid.2. RESTRICTIONS. Software is confidential and copyrighted. Title to Software and all associated intellectual property rights is retained by Sun and/or its licensors. Except as specifically authorized in any Supplemental License Terms, you may not make copies of Software, other than a single copy of Software for archival purposes. Unless enforcement is prohibited by applicable law, you may not modify, decompile, or reverse engineer Software. Licensee acknowledges that Licensed Software is not designed or intended for use in the design, construction, operation or maintenance of any nuclear facility. Sun Microsystems, Inc. disclaims any express or implied warranty of fitness for such uses. No right, title or interest in or to any trademark, service mark, logo or trade name of Sun or its licensors is granted under this Agreement.3. LIMITED WARRANTY. Sun warrants to you that for a period of ninety (90) days from the date of purchase, as evidenced by a copy of the receipt, the media on which Software is furnished (if any) will be free of defects in materials and workmanship under normal use. Except for the foregoing, Software is provided "AS IS". Your exclusive remedy and Sun's entire liability under this limited warranty will be at Sun's option to replace Software media or refund the fee paid for Software.4. DISCLAIMER OF WARRANTY. UNLESS SPECIFIED IN THIS AGREEMENT, ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT THESE DISCLAIMERS ARE HELD TO BE LEGALLY INVALID.5. LIMITATION OF LIABILITY. TO THE EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL SUN OR ITS LICENSORS BE LIABLE FOR ANY LOST REVENUE, PROFIT OR DATA, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL OR

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All Software and technical data delivered under this Agreement are subject to US export control laws and may be subject to export or import regulations in other countries. You agree to comply strictly with all such laws and regulations and acknowledge that you have the responsibility to obtain such licenses to export, re-export, or import as may be required after delivery to you.8. U.S. Government Restricted Rights. If Software is being acquired by or on behalf of the U.S. Government or by a U.S. Government prime contractor or subcontractor (at any tier), then the Government's rights in Software and accompanying documentation will be only as set forth in this Agreement; this is in accordance with 48 CFR 227.7201 through 227.7202-4 (for Department of Defense (DOD) acquisitions) and with 48 CFR 2.101 and 12.212 (for non-DOD acquisitions).9. Governing Law. Any action related to this Agreement will be governed by California law and controlling U.S. federal law. No choice of law rules of any jurisdiction will apply.10. Severability. If any provision of this Agreement is held to be unenforceable, this Agreement will remain in effect with the provision omitted, unless omission would frustrate the intent of the parties, in which case this Agreement will immediately terminate. 11. Integration. This Agreement is the entire agreement between you and Sun relating to its subject matter. It supersedes all prior or contemporaneous oral or written communications, proposals, representations and warranties and prevails over any conflicting or additional terms of any quote, order, acknowledgment, or other communication between the parties relating to its subject matter during the term of this Agreement. No modification of this Agreement will be binding, unless in writing and signed by an authorized representative of each party.JAVA(TM) INTERFACE CLASSES JAVA API FOR XML-BASED RPC APICLASS FILES, VERSION 1.1 SUPPLEMENTAL LICENSE TERMSThese supplemental license terms ("Supplemental Terms") add to or modify the terms of the Binary Code License Agreement (collectively, the "Agreement"). Capitalized terms not defined in these Supplemental Terms shall have the same meanings ascribed to them in the Agreement. These Supplemental Terms shall supersede any inconsistent or conflicting terms in the Agreement, or in any license contained within the Software.1. Software Internal Use and Development License Grant.Subject to the terms and conditions of this Agreement, including, but not limited to Section 3 (Java(TM) Technology Restrictions) of these Supplemental Terms, Sun grants you a non-exclusive, non-transferable, limited license to reproduce internally and use internally the binary form of the Software, complete and unmodified, for the sole purpose of designing, developing and testing your Java applets and applications ("Programs").2. License to Distribute Software. In addition to the license granted in Section 1 (Software Internal Use and Development License Grant) of these Supplemental Terms, subject to the terms and conditions of this Agreement, including but not limited to Section 3 (Java Technology Restrictions), Sun grants you a non-exclusive, non-transferable, limited license to reproduce and distribute the Software in binary form only, provided that you (i) distribute the Software complete and unmodified and only bundled as part of your Programs, (ii) do not distribute additional software intended to replace any component(s) of the Software, (iii) do not remove or alter any proprietary legends or notices contained in the Software, (iv) only distribute the Software subject to a license agreement that protects Sun's interests consistent with the terms contained in this Agreement, and (v) agree to defend and indemnify Sun and its licensors from and against any damages, costs, liabilities, settlement amounts and/or expenses3. Java Technology Restrictions. You may not modify the Java Platform Interface ("JPI", identified as classes contained within the "java" package or any subpackages of the "java" package), by creating additional classes within the JPI or otherwise causing the addition to or modification of the classes in the JPI. In the event that you create an additional class and associated API(s) which (i) extends the functionality of the Java Platform, and (ii) is exposed to third party software developers for the purpose of developing additional software which invokes such additional API, you must promptly publish broadly an accurate specification for such API for free use by all developers. You may not create, or authorize your licensees to create additional classes, interfaces, or subpackages that are in any way identified as "java", "javax", "sun" or similar convention as specified by Sun in any naming convention designation.4. Trademarks and Logos. You acknowledge and agree as between you and Sun that Sun owns the SUN, SOLARIS, JAVA, JINI, FORTE, and iPLANET trademarks and all SUN, SOLARIS, JAVA, JINI, FORTE, and iPLANET-related trademarks, service marks, logos and other brand designations ("Sun Marks"), and you agree to comply with the Sun Trademark and Logo Usage Requirements currently located at http://www.sun.com/policies/trademarks. Any use you make of the Sun Marks inures to Sun's benefit.5. Source Code. Software may contain source code that is provided solely for reference purposes pursuant to the terms of this Agreement. Source code may not be redistributed unless expressly provided for in this Agreement.6. Termination for Infringement. Either party may terminate this Agreement immediately should any Software become, or in either party's opinion be likely to become, the subject of a claim of infringement of any intellectual property right.For inquiries please contact: Sun Microsystems, Inc. 4150Network Circle, Santa Clara, California 95054(LFI#136499/Form ID#011801)

Copyright 1994-2006 Sun Microsystems, Inc. All Rights Reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

Redistribution of source code must retain the above copyright notice, this list of conditions and the following disclaimer.Redistribution in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Neither the name of Sun Microsystems, Inc. or the names of contributors may be used to endorse or promote products derived from this software without specific prior written permission. This software is provided "AS IS," without a warranty of any kind. ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, ARE HEREBY EXCLUDED. SUN MICROSYSTEMS, INC. ("SUN") AND ITS LICENSORS SHALL NOT BE LIABLE FOR ANY DAMAGES SUFFERED BY LICENSEE AS A RESULT OF USING, MODIFYING OR DISTRIBUTING THIS SOFTWARE OR ITS DERIVATIVES. IN NO EVENT WILL SUN OR ITS LICENSORS BE LIABLE FOR ANY LOST REVENUE, PROFIT OR DATA, OR FOR DIRECT, INDIRECT, SPECIAL, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, ARISING OUT OF THE USE OF OR INABILITY TO USE THIS SOFTWARE, EVEN IF SUN HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. You acknowledge that this software is not designed, licensed or intended for use in the design, construction, operation or maintenance of any nuclear facility.

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